jadu continuum forms service definition€¦ · jadu continuum forms is designed for extensibility,...

Jadu Continuum Forms

Service Definition

Accessible eForms for web digital

services and online payments, Jadu

XFP by Methods

1 Accessible eForms for web digital services and payments, Jadu XFP by Methods: G-Cloud 10

Jadu Continuum Forms The Jadu Continuum Forms service is provided by Jadu Limited, an ISO 27001 accredited software

provider specialising in online data capture for central and local Government. The Jadu Continuum

Forms service is the SaaS variant of the highly secure, scalable and extensible Jadu XFP solution.

Jadu Continuum Forms is a transaction management service to create and manage digital customer

journeys through data capture via a browser, touch screen or smartphone interfaces, all of which are

supported by the Jadu Continuum Forms service.

Benefits to you

o Secure, scalable and extensible enterprise forms and service delivery platform

o Build and manage complex online forms – no technical skills required

o Integration with CRM and back office systems

o Integration with payment gateways

o User accounts enabling storage and retrieval of forms and form data

Key features of Jadu Continuum Forms

Organisations can create online forms to capture customer data ready for transfer to other systems

for further storage and processing. Complex forms can be presented as a series of web pages and

the customer’s journey through the transaction can be mapped with branching rules, leading the

customer along different routes depending on the information they entered. Migration from other

forms solutions can be facilitated with Jadu’s G-Cloud development services.

Customer data can be validated using standard rules or with customised validation routines.

Integrated form components can use data from back office systems and external data sources to

provide users with a defined set of input choices or to improve the consistency and accuracy of

customer-provided data, e.g. address lookups using postcode data. Form submission leads into

business rules that trigger configurable ‘Actions’ which can include:

o Email notifications: customer input within message body or as an attachment.

o PDF generation: customer input can be mapped to fields in existing PDF forms.

o CRM integration: customer’s form submission leads to a new CRM case.

o CXM Integration: customer’s form submission leads to a new Jadu CXM case.

o Payments integration: enable card payments before a form submission.

o Direct Debit integration: sign a customer up for direct debit payments and setup a

subscription.

o Scheduled or manual data export: fully configurable for integration with external databases

and systems.


o Bartec Collective integration: two way integration with Bartec Collective waste management

application. Query collection events and raise service requests.

o Custom integration: developers can extend the standard integrations.

Customers can choose to receive a receipt of their form submission by email or in PDF format.

Feedback can be provided to the customer on the subsequent status of their enquiry or request;

customers may register and return to track progress of their transaction.

Management reporting provides response statistics for each form.

Two-factor authentication is an extra layer of security requiring an administrator not only has the

correct username and password, but also access to a specific device, usually a mobile phone. When

you sign-in with two-factor authentication enabled you are asked to enter a six-digit code given to you

by an app on your phone or personal computer. Jadu Continuum Forms currently provides

instructions and support for the use of Apple, Android, Windows phone and Windows PC devices.

Each code is uniquely crafted for your account at the moment you require it and can only be used

once. Using two-factor authentication protects against unauthorised account access, even where your

password has been compromised.

Form creation tools and user experience

Forms management is via a web-based interface. Account administrators create forms using this

interface, with simple tools to add and configure form elements. All standard HTML form components

are supported, including text fields, checkboxes, list inputs and file upload. Each input field can be

designated as mandatory and data submissions can be validated using generic criteria (e.g. requiring

alphanumeric input), standard patterns (e.g. ‘must be a valid email address’) or using custom

validation routines (e.g. to check against a proprietary format such as National Insurance number).

Standard HTML form controls and validation can be supplemented with integrated form components,

which use data from back office systems and external data sources. These can be used to provide

users with a defined set of input choices, for real-time data input validation or to improve the

consistency and accuracy of customer-provided data (e.g. address lookups using postcode data).

Bring in Esri, Google and OpenStreet maps into you forms using the mapping control. Use the matrix

control and repeatable questions to capture structured answers. Book events using calendar

integration controls. Manipulate date fields using the Date control, setting rules for valid accepted

dates.

Page templates provide a way to reduce duplication in form creation and to assist consistency in form

design. Administrators can create reusable blocks of form inputs, making full use of all form elements

and validation methods, which can be dropped into any form during the creation process. The page

can be managed from a single template and updates pushed out to all forms using the page template


after approval. Rollback page changes if an earlier version of the page is required.

Powerful branching rules allow administrators to direct the customer’s journey through the transaction

based on the information they provide, to ensure the transaction is as smooth as possible for the

customer and that the right questions are asked. As part of the editing interface, administrators see a

visual representation of the different possible routes through the form. Conditionally show and hide

questions on a page using in-page-branching conditional logic.

Forms can be previewed at any time during the editing process, before and after they are published.

Each form can be taken online or offline in seconds without loss of submitted data.

Granular permission settings mean that administrators can control editor access to form editing and

submitted data on a user-by-user and form-by-form basis.

Transaction workflow

Administrators can set up a number of rules for each form which are triggered upon form submission

and progress the transaction to the next stage in the business process. Multiple email notifications

can be created, with attachments containing the full form submission or a subset of the response

data, configured on a per-recipient basis in line with that person’s role in the transaction.

PDF generation produces formatted, print-ready copies of each file submission. Form inputs can be

mapped to fields in existing PDF forms.

CRM integration, which is available through Jadu’s G-Cloud development services, can allow

seamless progression into the next stage of the transaction workflow by creating a new case and

populating it with response data. File exports containing multiple form responses can be configured in

CSV and XML formats for manual request, and exports can be scheduled with file transfer to external

database or processing systems.

Payments integration, integrate with the most popular payment providers and accept card and direct

debit payments as part of the form submission. This functionality requires the optional Jadu

PayBridge module, available via GCloud subscription.

Bartec Collective Integration, integrate with the Bartec Collective waste management software, query

collection events, raise service requests and book collections from a form. integration is simple to

setup and configurable within the forms application.

Jadu Continuum Forms is designed for extensibility, and integration with a wide range of legacy

systems and external applications is achievable. Data can be exported in standard formats including

CSV and XML, and exports can be scheduled for transfer to databases, local or remote file systems

and third-party applications for data analysis or onward business processing as implemented for the


Government Digital Exemplar #23.

eBookings

Take bookings using Microsoft Office 365 calendars. Customers will be able to book slots in a

calendar for services. Calendar configurations allow administrators to define the rules for the event

and apply it to the calendar control.

Benefits to your customers

o Deliver services ‘digital by default’

o Serve your customers via their preferred device, with built-in support for mobile.

o Assure the security of your customers’ form data

o Provide instant feedback on the progress of customers’ transactions via a secure account

page

o Joined-up, one-stop access and service channel when used with Jadu Continuum CMS and

Jadu Continuum CXM.

Customer experience

From the customer’s perspective the service is entirely web-based. Customers access forms via web

browser on their preferred device. We provide support for standard web browsers, along with mobile

and touchpad interfaces to any form that you create through the service.

When the customer submits their form, they have the option to receive an email receipt or to

download a PDF copy of their submission.

Customer registration

By registering online, customers can return to the service later to track the progress of their

submission. Registration also allows forms to be partially filled in so the customer can return later to

complete their transaction, and forms can be designed to pre-populate with a logged-in customer’s

profile information, such as their name and address.

Customer profile pages, available to the customer when they are logged in, include tools for

managing and updating their personal profile information and user preferences, and to track progress

of their transactions.

Jadu Continuum Forms can alternatively be integrated with existing identity & authentication systems

such as Government Gateway, enabling customers to use existing service access credentials. This

would require professional services from Methods.


Accessibility

All forms meet the WCAG 2.0 AA standard for web accessibility. This aims to ensure that the service

we deliver is done in an accessible way for all users, including customers with visual impairment and

users of assistive technology such as screen reader software, and ensures that your organisation

complies with the Equality Act.

Social media sharing

Customers can use social bookmarking to share forms with their friends and online contacts, using

Twitter and Facebook along with other social media channels and email.

Search

Customers will be able to search for forms from your Jadu Continuum Forms landing page, should

you choose to use it; alternatively the Jadu Continuum Forms API can deliver results for search terms

for display on external websites where preferred.

Technical overview

Open standards

Jadu Continuum Forms uses a number of open standards. Forms are delivered over standard web

protocols using HTML and CSS, and comply with WAI WCAG standards for accessibility.

Form data can be exported from Jadu Continuum Forms in XML and CSV formats. Jadu Continuum

Forms supports integration methods using open standards and open source technology such as XML,

SOAP, REST and ODBC while the API returns results in JSON, XML, RDF and CSV formats.

Integrated Components

Integrated Components extend Jadu Continuum Forms’ data validation capabilities by referencing

external datasets, to provide customers with a choice from a closed set of data (such as a list of

locations or products), to validate against data sets (such as verifying the existence of an account

number) or for assisted data lookup (such as using a postcode lookup to provide a selection of postal

addresses).

Standard Integrated Components are provided for postcode lookups and verified address entry, and

new components can be developed to draw data from external systems and provide dynamic data

selection and validation.


File Output Connectors

The File Output feature built into Jadu Continuum Forms allows data to be exporting in CSV or XML

format. This process can either be undertaken at the point of form submission, or as a scheduled

batch job. There are a series of standard File Output Connectors that allow this data to be transferred

to an external system via your chosen protocol (FTP, SFTP, FTPS, local). If different transport or data

processing mechanisms are required, extended functionality can be provided by developing custom

Connectors.

User authentication

As part of the core service, a User Authentication service is delivered as standard. This will allow for

the authentication of users, registration of users, and the changing of a user’s details using the

standard, local Jadu User classes and database structures.

It is often required to integrate forms delivery with a signed-in user account from an existing user

database or back-office system. Implementing an alternative authentication service to Jadu’s native

methods requires a new custom adapter to be deployed to your Jadu Continuum Forms service. This

adapter sits outside of the core classes in a custom area so that it is not impacted by any subsequent

software upgrades. This adapter will then handle the interaction when user credentials are required,

such as sign in, change details, change password and so on.

Language support

Jadu Continuum Forms has multilingual support. English (en), Welsh (cy), Arabic (ar) and Polish (pl)

language packs are provided as standard for all system level messages. Additional language packs

for languages that you wish to support can be added to your implementation as necessary.

Syndication – the Jadu Continuum Forms API

The Jadu Continuum Forms API provides a RESTful interface to your real-time forms data, enabling

you to retrieve data in a way that can be easily linked or re-used within other applications and

systems to facilitate the re-use of your data.

Tapping into the wealth of information within your account, developers can build applications for

platforms such as the iPhone that enrich the user experience, in the same way APIs offered by sites

such as Google and Flickr have enriched the experiences of their users.

Jadu Continuum Forms offers an extensive API to retrieve details of forms themselves, and of the

high-level statistical forms data associated with these. The API is continuously evolving to provide

data that is relevant and useful. Just some of the examples of current capabilities include:

Data about forms:


o Retrieve a list of all forms

o Retrieve a list of all forms within a given taxonomy term / category

o Keyword driven search across all forms for a subset

Data about submissions:

o Details of total submissions to date for a given form

o Details of submissions between a date range for a given form

o Conversion / drop out rates and at what stage

o Details of total submissions within the account

This data is available in a number of key formats including JSON, XML, RDF and CSV.

An API key access control mechanism protects this key data, and you can generate your API key

within the Control Centre. The API permits up to 2,000 requests a day, and client applications may

cache results for performance as necessary.

Integration

Our approach to integration focuses on standard support for common applications and line of

business systems through standard connectors and our Integrations Hub.

Jadu’s integrations roadmap, the Integrations Hub, illustrates our programme of building connectors,

integration packages and core software support for further common applications. Driven by customer

need, the integrations roadmap is publicly accessible at www.jadu.net/localgov/integration and shows

the progress of integration projects including those which have been delivered and are now for

available to Jadu Continuum Forms users. Customers are actively encouraged to add applications for

consideration as candidates for integration.

Standard integrations released via the Integrations Hub include:

● mygov.scot authentication

● Active Directory authentication

● Northgate Citizen Access Revs and Bens

● Lexmark Perceptive Content

● ESRI ArcGIS Online

● ESRI LocatorHub

● Google Maps

● OpenStreetMap

● SinglePoint

● PCA Predict NLPG Anywhere

● Office 365 Outlook calendars

http://www.jadu.net/localgov/integration


● AssureSign DocumentNow

● Bartec Collective

Through the additional PayBridge module Jadu Continuum Forms integrates with payment services

including:

● Capita Axis and SCP

● Capita Pay 360

● Civica ICON

● GOV.UK Pay

● Barclaycard

● SecurePay

● TouchNet TLink

● WorldPay

● Adelante

● GoCardless Direct Debits

● First Capital Cashflow

Jadu have extensive experience in connecting to back office applications and legacy systems, and

Jadu’s G-Cloud development services are available for bespoke integration with external systems and

the development of custom Integrated Components and Form Actions.

Jadu HUB Integration Server

The Jadu HUB Integration Server product is required in cases where the customer has an externally

hosted & managed CMS/XFP environment or has a CXM tenant space either of which requires to

integrate with a back office hosted system such as Idox Uniform. In such cases, HUB Integration

Server provides a common interface for integrating with these third-party products. Jadu HUB

integration Server is available on subscription via GCloud.

Forms navigation and taxonomy

Your Jadu Continuum Forms navigation taxonomy can be designed to reflect the information

architecture of your organisation’s website, and the Jadu Continuum Forms API can return lists of

forms by category, allowing website content to be supplemented with links to related online

transactions.

Taxonomies can be imported and exported in XML format.


Styling

The Stylesheets element of the service allows you to change the look and feel of all forms delivered

through the service or specific taxonomy sections using CSS (Cascading Style Sheets). An advanced

understanding of CSS is required to edit or create suitable stylesheets for use with the web based

view of your forms.

Client-side requirements

Your customers will access Jadu Continuum Forms over an Internet connection, using the web

browser on their preferred device. These are the only client-side requirements for your customers; no

browser plug-ins or additional client software are required by the customer to complete and submit

forms.

Administrative access to the Control Centre is via a web browser over an Internet connection. There

is no requirement for browser plug-ins or additional client software, and the following web browsers

are supported:

o Internet Explorer 9+

o Firefox (current version)

o Google Chrome (current version)

o Safari (current version)

Some features of the Control Centre may not be available in other browsers.

Support

Jadu Continuum XFP is supported through Jadu’s online service desk, Jadu Supportal, which

provides a direct route to raise problems, issues and technical questions with Jadu’s support team.

Users can submit, prioritise and track support queries online, with full real-time reporting and audit

trail. Tickets can be commented on and closed by users when suitable.

Jadu Supportal is available 24/7, with response times varying according to issue severity. Full details

of support service levels are given in the support SLA.

Additional resources are also available in the form of user manuals, video tutorials, recorded

webinars, API documentation, technology announcements and Jadu Continuum XFP service updates.

The Jadu service desk can be used by any organisation holding a subscription, which includes third

parties acting on behalf of another organisation.


Accreditations

Jadu are accredited with ISO 27001 for information security and have a robust organisation-wide

Information Security Management System. The ISO 27001 accreditation is subject to continuous

review and a programme of both internal and external audits to ensure ongoing compliance. All data

is stored in Jadu’s secure cloud located within the UK.

Continuous release Jadu Continuum Forms is developed in an agile, iterative manner, with a rolling development

roadmap which is responsive to user need. Applying Agile and Scrum techniques to our product

development process we ship iterative releases to our customers every two weeks, which typically

contain a mixture of bug fixes and new functionality. This means no big upgrade projects in the future,

immediate access to fixes and new features as they are developed and makes both us and our

customers responsive to user need.

Fortnightly Continuum releases are included within the Jadu Continuum Forms, and can be applied as

a support task when required. Our move to continuous release has met with unqualified support from

our customers, bringing them numerous benefits:

o No more huge upgrades or upgrade costs to enterprise software

o Removes the engineering time and project management required to perform large system

upgrades saving time and cost

o Customers get new features as they are implemented, every 2 weeks, rather than waiting

years between releases

o The software is modernised and iterated much faster

o Security updates are released as they become available, essential in today’s cyber crime

climate

o Quality, stability and reliability are significantly increased


Pricing

The Jadu Continuum Forms service is available by monthly subscription with pricing based on the

tiered infrastructure your solution requires.

The minimum term for the Jadu Continuum Forms service is six months, for which a subscription will

be payable in advance. Monthly subscription is billed in advance, on a 6- or 12-monthly cycle.

Service Packages

Package M L XL Additional XL server(s)

LIVE or DR environment £2,250 £3,850 £4,250 £850

Forms as an additional module to an existing Jadu Continuum CMS LIVE or DR environment

£1,350 -

Forms as an additional module to an existing Jadu Continuum CMS non-live environment

£100 -

IL2 equivalent environments (LIVE / QA / Test / Development)

£3,100 £4,350 £4,700 £1,100

Jadu PayBridge LIVE or DR environment £500 £500 £500 -

Non-production environments (including UAT) are available at a cost of £200/month. We also provide a UAT+ service at

£900/month (S), £1,200/month (M), £1,650/month (L) or £2,100/month (XL) with additional XL servers at £750/month.

All costs quoted are monthly and are exclusive of VAT

Infrastructure Configurations

S (UAT+ only) M L XL

Single VM: 1 vCPU 1 GB

Single VM: 2 vCPU 2 GB

2 Web Server VM 1 DB VM

(2 vCPU 2 GB)

2 Web Server VM 2 DB VM

(2 vCPU 2 GB)

Bandwidth: 10GB p/m Bandwidth: 50GB p/m Bandwidth: 100GB p/m

Bandwidth: 100GB p/m

Storage: 20GB Usable Storage: 50GB Usable Storage: 100GB Usable

Storage: 100GB Usable

Additional bandwidth and storage can be purchased as required


Support

Each of the subscription packages listed above includes our Gold support service. Additional support

options are provided in our Platinum package, available as an add-on.

Gold Platinum

5 support users 7 support users

no retained service days 5 days of professional services per annum*, to be drawn down as desired

Deployments during business hours Deployments during business hours plus

6 out of hours deployments per annum*

Deployments to Jadu-hosted environments Deployments to Jadu-hosted environments plus

6 deployments per annum* to third-party hosted UAT environments

Included in Jadu CMS subscription costs add-on to subscription costs - £650/month *12-month subscription add-on must be held

Professional services

Methods offer a range of professional services to support the use of the Jadu Continuum Forms

service. These include:

o Stakeholder engagement

o Programme and project management

o Business analysis

o Form build

o Template design and form branding

o Development of custom validation routines and integrated components

o Bespoke development for process integration

o Transition Management

These professional services are available on a day rate basis; details are given in the service

definition for Methods’ Cloud digital services implementation, Jadu Continuum by Methods.


Information assurance

Data Retention

Site-wide and per-form data retention policies within Jadu Continuum Forms allow you to specify how

long data will be stored.

Other information

Reporting and statistics

The Jadu Continuum Forms API also provides access to statistics for presentation or processing by

client applications, including submission statistics and service usage information.

The Jadu Continuum Forms Control Centre provides real-time reporting on forms usage, with

statistics figures for form submissions, abandonment and forms which are currently part-completed,

within defined periods. Metrics are also available which show your most popular forms (measured by

usage), as well as an overview of how form users have interacted with multiple choice questions

within each form (most popular answers and so on) where the data retention policies applied permit.

Service management

Jadu Continuum Forms’ subscription model removes impractical barriers and offers flexibility in terms

of service initiation and termination.

o On-boarding: to sign up to Jadu Continuum Cloud, please contact Jadu. On receipt of an

order, your service can be available in as little as 24 hours, depending on your configuration

requirements

o Provisioning – additional service plans: you can add additional Jadu Continuum Forms

service plans to an existing account at any time. You can opt for individual billing for each

service plan, or for aggregated billing for all service plans

o Ordering and invoicing process: your monthly subscription is billed in advance, on a 6- or

12-month cycle. You will need to supply a Purchase Order number; you will be invoiced for

your monthly subscription, with payment due within 30 days by bank transfer

o Off-boarding: you can cancel individual service plans at any time. You will have access to

your Jadu Control Centre, for data export purposes only, for a further 30 days, following which

all data including forms and customer-submitted data will be deleted permanently

Service information

The Jadu Continuum Forms service is open to G-Cloud buyers, and any organisations wishing to use

the service as part of supply through G-Cloud.

http://www.jadu.net/request


o Data extraction costs: there are no costs for data extraction or API usage (API usage is

however metered per day)

o Aggregated billing: aggregated billing can be provided for multiple Jadu Continuum Forms

accounts

o Terms of service: your use of the Jadu Continuum Forms service is subject to the Jadu

Continuum Cloud Terms of Service. By signing up to the service you agree to acceptance of

these Terms of Service

o Termination: you can choose to terminate your use of the Jadu Continuum Forms service at

any time. No termination charges are payable, however, any outstanding charges must be

paid in full at the time of termination. Full termination terms are given in the Jadu Continuum

Cloud Terms of Service

o Support levels: support response and resolution levels are given in the support SLA

o Usage and availability: service availability is guaranteed at 99.9%, subject to a current

subscription being held

o Planned service changes and deprecated features: deprecation of functionality and

features will be outlined in service updates available through support.jadu and communicated

directly to subscribers. Planned maintenance, including rolling out of new features, will be

carried out in a maintenance window which is detailed in the Terms of Service. Unplanned

maintenance may be carried out at other times, with at least 6 hours’ notice provided except in

cases of urgent issues which require immediate attention. New functionality will be

communicated in the same way, and users can also view the Jadu Continuum Forms roadmap

within support.jadu for an outline of functional changes under consideration

Training

Training for the Jadu Continuum Forms service is provided through a range of channels including

short, task-based video tutorials and scheduled webinars focussing on broader strategic topic areas.

Non-technical training

Jadu can provide direct on-site training, covering all non-technical management aspects of the Jadu

Continuum Forms service. This covers the basics of form creation and management using the Jadu

Continuum Forms service, including:

o Service overview

o Explanation of form components

o Building basic forms and using templates

o Configuring form actions and notifications

o Using branching rules to create complex forms

o Form output options (including CSV, XML and PDF)

o Managing forms in multiple languages

o Using validation routines

o Configuring confirmation messages

Costs are given in the service definition for Jadu’s development services.


Technical training

Jadu provide technical training for developers to better understand using the API and SDK for

integrations and technical solutions.

Technical training can be delivered on-site at your location or at Jadu’s Headquarters (maximum three

delegates per workshop).

Costs are given in the service definition for Jadu’s development services. Jadu also provide users

with access to a central online knowledge base offering extensive documentation for users including

all video tutorials, recorded webinars, technical manuals, technology announcements and feature

upgrade information.

Caching

Jadu Continuum Forms makes use of local caching on the web and database servers for increased

performance.

Hosting infrastructure and data security

The Jadu Continuum Forms service hosting (including production, disaster recovery and backups) is

provided on Jadu’s leased UK based cloud infrastructure with guaranteed 99.9% service uptime.

● 24/7/365 staffed technical support with 3-hour guaranteed response time

● Staffed intrusion detection system

● Firewall

● Load balancer

● Expansion to additional servers as and when necessary

Our Web Application Firewall (WAF) provides an additional layer of security, analysing all user access

and protecting both application and data from cyber attacks. The WAF learns ‘normal’ behaviour and

correlates this with threat intelligence crowd-sourced from around the world and updated in real time

to deliver superior protection, identifying and acting upon dangers maliciously woven into innocent-

looking website traffic – traffic that slips right through traditional defences. This includes blocking

technical attacks such as SQL injection, cross-site scripting and remote file inclusion; business logic

attacks such as site scraping and comment spam; botnets; and preventing account takeover attempts

in real-time, before fraudulent transactions can be performed.

Technical support and application support

Jadu Support is included within the Jadu Continuum Forms service agreement, and guarantees the

application against any software related-defects.


Connectivity and network capacity

Internet connectivity is provided via multiple links to Tier 1 bandwidth providers, which enables us to

guarantee 99.9% service availability.

Data centre security

Multiple levels of security are employed in order to ensure that only data centre Operations Engineers

are allowed physical access.

Anti-virus protection

A managed anti-virus solution provides real-time protection against viruses, worms, trojans, spyware,

malicious behaviour and root kits, with automatic updates to ensure protection against the very latest

threats.

Software security with intrusion detection

An Intrusion Detection System (IDS) is the first line of defence from unauthorised malicious network

activity. The IDS is a network-based system that constantly monitors server network connections to

detect malicious activity.

Disaster recovery

An optional Disaster Recovery (DR) site can be added to your hosting service, priced per virtual

server. If you provision a load-balanced hosting infrastructure for your Live environment you can

choose whether to provision a single DR server, or multiple servers to mirror your Live environment

setup. This dedicated disaster recovery service provides business continuity and mitigates against

the risk of a failure in the primary service and provides resilient and robust contingency for rapid

disaster recovery. In the event of a disaster, a manual verify and activate failover procedure will take

place to the geographically separate Disaster Recovery environment.

Heartbeat and a hardware load balancer are used to proactively monitor and alert regarding web

virtual machines and database node availability.

Back-up services ensure that a complete copy of your account data is stored for retrieval at any time,

ensuring an instance is available during a disaster event. Backups are taken daily and restored on a

backup cloud infrastructure in the occurrence of a disaster event.

Offsite backups are made daily (incremental), weekly (differential) and monthly (full) as standard.

Data processing

Data processing may be carried out by employed and contracted staff working for Jadu Ltd and our


subsidiaries including Spacecraft Creative Ltd. In addition to this, the following entities are

subcontractors who act as sub processors and may process personal data outside the EEA, either

themselves or through their subcontractors:

● Rackspace Ltd.

● UK Cloud Ltd.

● Amazon Web Services UK Ltd.

● The Positive Internet Company Ltd.

● Imperva UK Ltd.

● Alert Logic UK Ltd.

● Cloudflare Inc.

● Mailgun Technologies, Inc.

Our customers’ consent will be sought for the use of any additional named subcontractors who are to

act as sub-processors, as and when required.

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