HootSuite - G- Cloud Services Description 1
General Partner Information Company Name Profile HQ Location Website Investor Information Organisation Experience + Leadership Financial Stability Geographical Coverage Service Levels Information Systems Reporting Capabilities Customer Service Availability HootSuite Media, Inc. HootSuite is a secure, web based platform that helps teams engage with audiences and analyse campaigns across multiple social networks such as Twitter, Facebook, LinkedIn and Google+ Pages from one secure web- based dashboard. Vancouver, British Columbia. Other offices include San Francisco, Los Angeles, Chicago, New York, Boston, Washington D.C., Toronto, London, Australia, China, France, Germany, Sweden and Spain www.hootsuite.com/enterprise HootSuite is a private company. Company and investor information can be found here: (http://hootsuite.com/company). Corporation Accomplished management team, experienced in growing and running companies. Individuals on management team combine very strong educational, professional and backgrounds. More info: http://hootsuite.com/leadership Profitable and growing. Recently closed $165m of Series B Funding. http://blog.hootsuite.com/hootsuite- raises- 165- million/ Global 99.9% Uptime - http://hootsuite.com/enterpriseterms HootSuite is a web based, SaaS application based on multi- tenanted, n- tier, distributed, server technology. HootSuite provides more than 50 reporting and analytic modules in its custom report building functionality HootSuite provides customer support in 5 languages, 24 hours per day, 7 days per week 2
Executive Summary HootSuite Enterprise is a web based social media platform that helps teams monitor & engage with audiences, report & analyse activity, and support campaigns across multiple social networks such as Twitter, Facebook, LinkedIn, YouTube, Instagram and Google+ Pages with admin controls and process driven rules for all users. HootSuite Social Media Dashboard TM was launched in 2008 and has quickly grown to service over 7MM users, 79 of the Fortune 100 Companies and more than 750,000 businesses, with offices around the globe. Since its initial launch, HootSuite has been primarily focused on delivering tools to enable large organisations to monitor and engage with their social communities through engagement, workflow, analytics and security. HootSuite s rapidly growing user base includes a large section of UK central government and its agencies, global governments and organisations: HootSuite has well over 7MM global users spanning six continents. HootSuite currently serves 79 of the Fortune 100 companies. HootSuite users send over 3MM messages through the dashboard each day. Over 1.4B messages have been sent through HootSuite since its launch. At its core, HootSuite is a social media management platform that allows users to simply manage multiple social media accounts in one place. HootSuite has integrated over 28 global social networks, including Facebook, Google+, Twitter, LinkedIn, YouTube, Instagram, and Flickr. HootSuite is a preferred Facebook Preferred Marketing Developer, Twitter Certified Products Partner, LinkedIn Charter Member/Social Media Management Partner and Google Launch Partner. HootSuite is a thought leader in social media with CEO Ryan Holms frequently being published in places like Forbes, Harvard Business Review and The Wall Street Journal. Additionally, HootSuite offers industry leading education (HootSuite University) that covers best practices for social media networks for all enterprise users. HootSuite offers a completely customised experience for each user to make posting and managing their social networks easy. Users can schedule content, post to multiple networks or handles simultaneously and measure results to understand, support and develop content strategy. Built directly into HootSuite are a number of different Applications that allow users to move their social experience into business applications like Salesforce, Sugar CRM, Zendesk or Constant Contact to name a few. Full List of Social Networks: https://hootsuite.com/features/social- networks Full List of Apps: 3
https://hootsuite.com/app- directory Facebook Streamline the Facebook experience with HootSuite s advanced Facebook functionality. Post and schedule updates, target your audience (age, gender, city level location, language, etc.), respond to comments, add images, monitor feeds, direct message fans, search, measure, compare public pages, geo- fence team members to limit who and where their posts target and more. Teams can manage Profiles, Pages, Events and Groups. Twitter HootSuite provides an enriched and secure Twitter experience. Send and schedule Tweets, listen to your audience using advanced Boolean search, list and keyword tracking, as well as monitor Mentions, Direct Messages, Sent Tweets, Favorited Tweets, RT s and more in dedicated streams. Lastly, HootSuite allows users to promote posts and track promoted campaigns directly within the dashboard. Google+ HootSuite s Google+ Pages integration allows brands to use HootSuite s business- focused functionality for account management and publishing targeted messages to circles. Share and comment on posts, search public posts and updates, see recent user activity, as well as view comments and +1s. Workflow HootSuite allows Enterprises to collaborate with ease. A robust workflow enables users to submit content, store content, manage content and set up an approval process for users for a variety of social sites. Content can be stored and managed in drafts, a content library or a publisher view. Teams can assign or email posts that they find in the social space to another user or engage their team in a private, internal conversation about a post to understand how they should action the post in real time without leaving the HootSuite dashboard. Content can also be uploaded in bulk via CSV document or RSS feed, where content pushes live from a blog or site with RSS feature. User Access and Permissions HootSuite Teams provide large- scale user management as well as the granular level of control suited to smaller teams. Designed to match any unique organisational setup, you can easily scale throughout your organisation, empowering teams to engage effectively at the department level while maintaining control. Collaborate with Control Map your social media management to your real- life teams (geography/manufacturer) the functionality is built for every unique organisational structure. 4
Map to your Organisations Existing Structure Under one Organisation in HootSuite, corporate office users can create multiple Teams and add Team Members and Social Networks for management. This provides the advantage of global governance paired with the control of individual permission settings at a granular store level. The result is a scalable and effective solution for onboarding multiple social media contributors to help manage social accounts and profiles for all customer- facing teams, including Sales, HR, PR, Marketing and Support. Provide the Right Level of Access Granular levels of permissions allow you to manage all users easily at multiple levels. Manage all members in the Organisation or in individual Teams or by geography, control access to social networks and profiles. Change permissions any time to remain consistent with your business needs. Assign Messages For Follow Up Make the most of your collaboration efforts with HootSuite Message Assignments. Assign messages within, and across teams to improve engagement with your audience. Plus, administrators can choose to view all assignments on an Organisational level or a Team level for flexibility and control. Security HootSuite takes the security of social media seriously. More and more Enterprises are turning to HootSuite to lock down their valuable social properties. With HootSuite, passwords to social media accounts will never have to be shared again, and there are a number of additional security features put in place to ensure the safety of your accounts. A unique set of permissions can be given to each user, and they can have different access levels to each account. Additionally, entire teams can be given blanketed permission to a number of networks, or permission can be managed at the social network level for multiple layers of security and permission. Permission is completely custom, however a few default options exist to enable user permissions to be scaled easily. This ranges from no permission to post to a network, permission to post for approval, permission to be approver, all the way to super administrator of a network or group of networks. Users can be managed easily by dragging and dropping them in and out of teams, or clicking on a permission type. Lastly, each social media network can be locked down to provide extra protection where a slider must be engaged before a post goes live. We have an exclusive partnership with Nexgate that allows us to provide the following services (please contact us for more details and costs) Policy Management 5
Establish specific policies for individual business units, divisions, and groups. Meet FINRA, HIPAA, and PCI standards with the simple check of a box, or implement your own custom policies. Automated Content Moderation HootSuite Enterprise automatically passes posts to Nexgate to ensure all content conforms with your predetermined compliance policies, including scanning all URLs for malware or other risks. Nexgate classifies all content posted to your wall or feed (from you or your followers) using data classifiers, and automatically logs, archives or removes content that violates your policy. Secure Publishing Environment Lock down your company s social profiles against publishing through unauthorised applications, ensuring that all social activity occurs within the managed and secure HootSuite Enterprise environment and your enterprise isn t at risk from rogue social applications. Advanced Social Profile Security Nexgate ProfileLockTM prevents hackers from hijacking your brand- owned accounts. Receive custom alerts whenever changes are made to account profiles and immediately lock your account to stop hackers from co- opting your brand and followers. Automated Account Discovery Automatically search for social media accounts affiliated with your brand, categorise each account for analysis and reporting, and persistently monitor social networks for any new or fraudulent accounts. Auditing capabilities Audit all social media communications for compliance and governance policy. Ensure compliance with advanced archiving of outbound and inbound messages for future e- discovery. Produce comprehensive reports for auditors with just a few clicks. Reporting HootSuite offers Enterprise users over 50 different analytic modules, including aggregate analytics that help brand managers understand how an entire brand is performing as a whole. HootSuite analytic modules include those that keep track of fan count, engagement (@mentions, ReTweet s, likes, talking about, etc.) and posting effectiveness (clicks, engagement etc.) for each channel. Reporting can be scheduled for regular delivery via PDF to an email box of a users choosing, or pulled on the fly. The reporting tool will only allow users to pull reports on accounts they have the appropriate permissions for and can help users identify trending business metrics that can be monitored over custom dates in time. Real- Time Customised Reporting and Analytics HootSuite Social Analytics closes the loop between social and digital with real- time views into campaign results, by allowing you to get a better view of your social campaigns and providing 6
powerful analytics tools and customisable reports that will give you a complete and comprehensive picture of your participation in social spaces. Facebook Insights Monitor and measure your fans, likes, comments and page activity right from the dash. Drill down into your fans based on demographic, region, language, and post source. Optimise your messaging with per post insights, including reach, engaged users, talking about this and virility. Plus, historical comparisons allow you to see trends over time. Google Analytics Using Google Analytics and URL parameters, trace revenue and web conversions to your social outreach. Drill down into site traffic data including source, and region. View sparklines for page views, bounce rates and more. Twitter Profile Stats Gain an overview of your Twitter account by tracking the number of followers, following, lists, mentions, and more. Do more with your monitoring by comparing keywords over time and Twitter sentiment. Ow.ly Click Stats Choose between individual and aggregated click stats for your shortened ow.ly URLs. Drill down by region and date, track referrers and popular links, and compare link summaries over time to help optimise your social media tactics. Google+ Pages Analytics Google+ Page Analytics are also integrated into HootSuite, providing teams with five analytic modules to directly measure results, such as daily growth, number of users added to circles, +1 shares, and posts per day. Organisation Analytics Create reports based on your Organisation's metrics such as posts assigned, sent, and resolved. Stats are available for individual users activity and aggregated for the entire team. Analytics Reports Combine social media analytics integrations to create comprehensive reports that can be shared with any HootSuite user, not just team members. Schedule updates daily, weekly, bi- weekly or monthly so that everyone is up- to- date with your campaign results. Communicate the volume, visibility, and perception of your social initiatives with teammates to identify successes and opportunities for improvement. Choose between Quick Analytics and Custom Analytics 50+ individual analytics modules to choose from View dynamic real- time reports or download as a PDF Customise titles and headers for branded reports Lay out reports with ease using drag- and- drop functionality Template reports available 7
Training & Support: HootSuite University: http://learn.hootsuite.com/ HootSuite offers HootSuite University, free, to all Enterprise clients. HootSuite University provides video training and tests to users on the HootSuite dashboard, and social media best practices. Each user can earn their HootSuite University Certification before they log into the HootSuite dashboard for the first time giving both the user and the admin HootSuite confidence. HootSuite University is constantly upgrading, multilingual and includes special guest lectures from industry thought leaders. Clients will have a dedicated HootSuite team available including a dedicated Account Manager. Clients will also benefit from Professional Services to help the organisation as a whole get the most from the platform at the time of set up and as users adopt the platform. In addition, Enterprise clients have access to priority support via email or phone available 24/7. Enterprise clients are assigned an Account Manager who acts as your day to day contact for your team. All issues, questions, and feedback can be directed towards your Account Manager who will respond directly or delegate to the appropriate person or team. The HootSuite account team assigned to you has complete access and authority to respond to and escalate service issues of any nature. The HootSuite user interface is the highest priority of the design team. The dashboard is designed alongside development of the product to ensure the UI is always intuitive and enjoyable for the end user. Ease of use from form (UI) to function (UX) is core to our success as we recognise its value is paramount to scaling to meet the needs of a social business. The dashboard and editorial calendar operate with drag and drop functionality and, for non- English speakers, the dashboard is fully translated into 15 local languages, including French, for users across the globe. HootSuite Enterprise customers are given the highest level of customer care. Customer support is available 24 hours a day in English, French, Portuguese, Spanish and Japanese. S1-1.1.1 An overview of the G- Cloud Service (functional, non functional) 8 Please see Service Description S1-1.1.2 Information assurance S1-1.1.2.1 the Impact Level (IL) at which the G- Cloud Service is accredited to hold and process information
We do not hold an accreditation at this time S1-1.1.2.2 which department granted this accreditation or pan- government accreditation. S1-1.1.2.3 If the G- Cloud Service is not currently accredited early state and also indicate the target Impact Level (IL) at which you believe the G- Cloud Service is able to hold and process information IL3 S1-1.1.2.4 whether you hold a suitably scoped ISO27001 certificate for this G- Cloud Service. Not applicable at this time S1-1.1.2.5 If this G- Cloud Service is not eligible for accreditation (i.e. IL0 services and most Lot 4 Specialist cloud services that do not include infrastructure, platform, or software) then indicate the Impact Level (IL) for information which you believe the G- Cloud Service may be used to process that information; S1-1.1.3 Details of the level of backup/restore and disaster recovery that will be provided; HootSuite has business continuity plans in place at executive and leadership levels for human resources. This plan is maintained and owned by the executive leadership team and our board of directors. Our technology team is on call 24/7 with multiple leadership team members on call as needed. We utilise Amazon Web Services for our hosting needs. We have hot backups of our system done multiple times each day to separate servers We use their disaster recovery services if needed for technology purposes: http://d36cz9buwru1tt.cloudfront.net/aws_disaster_recovery.pdf For the most current information on service levels and recovery times please visit: hootsuite.com/enterpriseterms S1-1.1.4 On- boarding and Off- boarding processes/scope etc.; Please see service description S1-1.1.5 Pricing (including unit prices, volume discounts (if any), data extraction etc.) Please see pricing document attached 9
S1-1.1.6 Service management details; S1-1.1.7 Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.); S1-1.1.8 Service Levels (e.g. performance, availability, support hours, severity definitions etc.); Please see our SLA here for further details https://hootsuite.com/enterpriseterms S1-1.1.9 Financial recompense model for not meeting service levels; S1-1.1.10 Training; Please see our SLA here for further details https://hootsuite.com/enterpriseterms Please see Service Description S1-1.1.11 Ordering and invoicing process; Total Charge due net 30 days from Service Start Date S1-1.1.12 Termination terms: Please see our terms here for further details https://hootsuite.com/enterpriseterms S1-1.1.12.1 By consumers (i.e. consumption); and Please see our terms here for further details https://hootsuite.com/enterpriseterms S1-1.1.12.2 By the Supplier (removal of the G- Cloud Service); Please see our terms here for further details https://hootsuite.com/enterpriseterms S1-1.1.13 Data restoration / service migration; S1-1.1.14 Consumer responsibilities; 10
S1-1.1.15 Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.); and PC/Laptop or Mac with either IE, Chrome, Firefox or Safari browsers installed and access to the internet. S1-1.1.16 Details of any trial service available. Please contact us for further details. S1-1.2 Where the G- Cloud Services do not include a feature listed in this Schedule the Service Definition should include clearly that the feature is not included. The Supplier was successful in Lot(s): 3 11