SynApps Solutions Limited

Management of Digital Evidence (MODE) in the Cloud

The Management of Digital Evidence (MODE) SaaS offering provides a highly-secure, cost-effective solution for the capture and management of digital evidence by police forces and other organisations that have a need to ensure that the evidential weight any of the evidence assets they manage is fully maintained through their full-lifecycle.


  • Pre-configured Management of Digital Evidence (MODE) application
  • Robust security model, retention policy management and records management
  • High Resilience Tier 3 Data Centre with Protective Monitoring
  • Available as an Assured or Elevated Cloud-Platform service


  • Substantial cost savings for management of digital evidence
  • Provides basis for implementation of electronic case management processing
  • Highly scaleable, on-demand solution
  • Assured Security. Highly resilient Tier3, UK sovereign data centres


£10.78 per person per month

Service documents


G-Cloud 11

Service ID

1 2 7 5 1 1 7 5 8 5 0 6 3 8 9


SynApps Solutions Limited

James Paton

+44 (0)8702 405143

Service scope

Software add-on or extension
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Service is available of AWS public cloud, UK Cloud and private / hybrid cloud deployments. Support availability 08:30am - 5.30pm. Mondays - Fridays excluding UK Bank Holidays as standard. Maintenance changes are scheduled outside business hours and with agreement with customer
System requirements
  • Windows 7, 8 or 10 on the users desktop environment.
  • Mac OS

User support

Email or online ticketing support
Email or online ticketing
Support response times
Up to 1 hour response time, 9-5.30 Monday-Friday, Excluding Weekends
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
SynApps Solutions standard support includes Service Managers, Infrastructure Engineers, and Application Support Engineers operated out of our Hatfield support office. We aim to assess and respond to ALL Priority 1 incidents within 1 hour when raised during the normal business hours of 09:00-17:30, excluding Bank Holidays and Weekends.

Please see our service definition document for a complete breakdown of our service levels.
Support available to third parties

Onboarding and offboarding

Getting started
All new customers are assigned a Project Manager that will provide planning, proactive support and advice for the initial onboarding of the service. This will lay out timelines and procedures for the enablement of the platform for the customer. During this period the Project Manager will be responsible for engaging the assigned Service Manager to the customer and preparation of key service documentation. Additional services may be explored as required to engage additional training or configuration tweaks to the service.
Service documentation
Documentation formats
End-of-contract data extraction
The customer has complete complete control on how their data is exported although additional costs may apply.

A typical exit process would be as follows from the hosted environment on request, extract the data from the repository and provide the configuration source files. The extracted data will be typically provided in XML format for data and original native format for the content files. In addition any implementation source code/configuration for the solution will be exported from the code repository and supplied along with the data.
End-of-contract process
We will return all your data and materials which cannot be deleted or exported by you, typically we will provide an as is snapshot of the repository. A more complete export which required the manipulation of the data from original structure in the repository will attract additional exit fees.

We will not penalise you for terminating your contract with us unless specifically stated in the Service Definition and within the first year. We will also return all of your confidential information, unless there is a legal requirement that we keep it.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Service interface
What users can and can't do using the API
Documentum Enterprise Content Services (ECS) provide a complete services architecture framework that can be incorporated within an organisation’s internal, service-oriented architecture plans.

Documentum ECS provide content-related services that are loosely coupled and can be dynamically assembled to meet business needs. ECS encapsulate all of the content management functions of Documentum as a set of discrete service offerings that are designed to make content applications easier to design, develop, and support. Enterprise Content Services can be broken down further into the following technologies Documentum Web Services, Documentum RESTful Services, Documentum Java Services, Documentum Interoperability Services: Content Management Interoperability Services (CMIS)
API documentation
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment
Customisation available
Description of customisation
Additional configuration can be added in to the service in the following forms. For example custom meta-data specific to a customer's business requirements. In addition business specific Workflows can be configured and added to the service to augment existing business processes. This configuration would be carried out by the Supplier on the customer's behalf.


Independence of resources
Resources provided for the service are provisioned on uncontended hardware.


Service usage metrics
Metrics types
We provide standard KPI's for the services which include but are not limited too the following: -
* User Usage, including monthly logins, peak sessions, login failures.
* Platform performance in the form of Network throughput, CPU & Memory Usage
* Storage use.
Reporting types
  • Regular reports
  • Reports on request


Supplier type
Reseller providing extra features and support
Organisation whose services are being resold

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Physical access controls are managed by our hosting partner and we can deploy data encryption to the service if this required by the customer.
Data sanitisation process
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
The user interface provides users with the ability to perform one-off exports as required, or if a bulk export this can be arranged with our professional service's teams.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • All content is exported in its native format.
Data import formats
  • CSV
  • Other
Other data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
All services within the network are protected by dedicated firewalls. Keeping services seperate to ensure that data cannot be comprised.

Availability and resilience

Guaranteed availability
Approach to resilience
Our service is deployed across a number of zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware).
Outage reporting
All outages will be reported via email notifications service.  Outages are identified as Planned maintenance, Emergency maintenance, and platform issues.  In addition, the designated Service Manager will proactively contact customers as appropriate.

Identity and authentication

User authentication needed
User authentication
  • Limited access network (for example PSN)
  • Username or password
  • Other
Other user authentication
For authentication purposes users are typically presented with a username and password screen for authentication or if one of the Single Sign On (SSO) has been taken then the user is logged in straight away. In addition this can be customised if required.
Access restrictions in management interfaces and support channels
Documentum D2 has a comprehensive user, group and role model which can be used to define both a users access to an individual document or folder through Documentum’s Access Control Lists (ACLs) or to define functionality a user has available to them through the D2 interface. Users, groups and roles can be synchronised from a LDAP source such as Active Directory. Documentum’s comprehensive access control model known as “Access Control Lists” (ACLs), control the visibility and actions that a user may perform against the object based on the user's group membership or explicit specification of the user on the ACL.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)

Audit information for users

Access to user activity audit information
Users receive audit information on a regular basis
How long user audit data is stored for
Between 6 months and 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
Latest Revision Date: 09/22/2017
What the ISO/IEC 27001 doesn’t cover
The whole organisation has been included in the certification.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
As part of ISO 27001 certification we maintain a formal Information Security Management System, under which we maintain our Information Security Policy. The information security policy approval is conducted as part of the quarterly management review meetings which is driven by at least two directors and the Security and Compliance Manager.

Our Information Security Policies are subjected to a regular internal audit for which we have a pre-defined schedule of areas of the ISMS (ISO 27001) which are to be audited. The schedule ensures that all areas of the ISMS Scope are audited at least annually and, in some areas, twice a year. This is to ensure that appropriate adoption of the policy is monitored within the organisation. The auditor may be an individual within the organisation appointed to audit a specific area of the business.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
SynApps Solutions has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with best practise with ITIL and in-line with the change control procedure defined in our ISMS as part of our ISO27001 accreditation. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation.

Typically as part of the onboarding service where the customer has specific change control procedures then we will integrate with these.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
SynApps Solutions vulnerability management policy and process, which has been implemented, maintained and assessed in accordance with the guidance from the ISO27001 standards. SynApps Solutions receives regular updates where from the vendor suppliers, taking action where and when it is appropiate to the service. For other systems and software we monitor news letters published by our partners and reports published by industry standard news outlets to promptly identify and evaluate any emerging vulnerabilities which require our attention.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Following best practice from the National Cyber Security Centre, SynApps Solutions protects the proposed platform with enhanced protective monitoring services (SIEM). Protective Monitoring is pro-actively operated by our partner Falanx Assuria whose approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, audit monitoring, boundary traffic where not covered by UK Cloud, suspicious activities, network connections amongst many others. All alerts are immediately notified to the SynApps Solutions infrastructure team for prompt investigation.
Incident management type
Supplier-defined controls
Incident management approach
SynApps Solutions has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by SynApps Solutions personnel, and incidents identified and reported to SynApps Solutions by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
Connected networks
  • Public Services Network (PSN)
  • Police National Network (PNN)


£10.78 per person per month
Discount for educational organisations
Free trial available

Service documents

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