OpenText Corporation

OpenText Exstream for UK G-Cloud

OpenText™ Exstream for G-Cloud enables government agencies to create remarkable citizen experiences through the design and delivery of consistent, compliant, communications. Designed for omnichannel customer communication management (CCM), Exstream leverages data and content to provide highly-personalised, engaging customer experiences on the preferred digital, print channels, and devices of the constituent.

Features

  • Create engaging communications including dynamic charts, hyperlinks, rich multimedia elements.
  • Design and simulate responsive digital communications
  • Interactive documents can reflect context and outcomes of customer interactions.
  • Save paper, reduce waste, and improve the citizen experience.
  • Deliver accessible PDFs to your customer’s preferred electronic channel.
  • Easily connect with the public by producing timely reminders.
  • Get consolidated visibility into delivery, tracking, and response information.
  • Respond automatically to failures or bounce-backs through failover channels.
  • Ability to generate and deliver millions of documents every month.
  • Highly secure data centres in the UK and EEA.

Benefits

  • Significantly reduce costs: single solution for document design, multichannel delivery.
  • Empower agency workers: design and deliver documents independently of IT.
  • Document automation to re-purpose dynamic templates and documents.
  • Optimise high-volume production with sorting, bundling, bar-coding, archiving.
  • Risk management to quickly respond to regulatory changes.
  • Deployment options to fit every need, every scale.
  • Maximise customer lifetime value by creating accurate future communications.
  • Streamline business processes with workflow.
  • Predictable operating cost, lower TCO.
  • UK and EEA hosting services.

Pricing

£0.03 a transaction a year

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gjones@opentext.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

1 9 4 5 6 1 4 2 6 1 3 8 6 9 7

Contact

OpenText Corporation Gideon Jones
Telephone: 01189848000
Email: gjones@opentext.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Prior to agreeing contract, buyers should contact OpenText to confirm terms, solution and scope.
System requirements
Not applicable. The service is provided using OpenText Cloud infrastructure.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support levels for Priority 1 (Critical) calls will remain the same (24x7).
For all other priority calls - standard hours are 8am - 5pm Monday - Friday.

The Response Time commitments vary by the classification of the request, as per the list below:

• 1 hour Service request classified as Critical
• 2 hours Service request classified as Serious
• 4 hours Service request classified as Normal
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Please contact your OpenText representative for details.

The Response Time commitments vary by the classification of the request:

• 1 hour Service request classified as Critical
• 2 hours Service request classified as Serious
• 4 hours Service request classified as Normal

Cloud Support Request Classifications:

• Critical: The performance issue reported causes the cloud solution to be functionally inoperable.
• Serious: The performance issue reported significantly degrades the performance of the cloud solution, or materially restricts the Customer’s use of the cloud solution.
• Normal: The issue reported is a question regarding end use, configuration of the cloud solution, or a minor defect that does not materially restrict the Customer’s use of the cloud solution.

Standard SLA - Restoration Times:
OpenText makes a commitment not simply to respond to an Incident promptly and regularly report on its status, but also to restore the service to affected users within a specific period of time. Service restoration time commitments are linked to incident severity.

The Restoration Time commitments vary by the classification of the request:

• 8 hours Service request classified as Critical
• 12 hours Service request classified as Serious
• 48 hours Service request classified as Normal
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The solution is designed to be intuitive. Online help is provided. Any additional requirement for Training would need to be agreed with OpenText at an extra costs prior to contract.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Please refer to the Contract Terms. The OpenText Subscription Agreement outlines the description of services provided, including any data return or data destruction obligations.
End-of-contract process
At the end of the contract, should data need to be returned in a specific format, OpenText services can provide 2 days of services to cater for this. Should additional days be required to provide this data transformation, this will need to be agreed and charged for accordingly.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
Yes
Compatible operating systems
Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Produced communications out of the service can be optimised for mobile devices, but the end user applications are primarily browser based, focused on desktop usage.
Service interface
Yes
Description of service interface
Browser end user interface as well as REST API's.
Accessibility standards
WCAG 2.1 A
Accessibility testing
OpenText solutions are developed under design guidelines that are aimed specifically at ensuring on-going Section 508 compliance. Our software developers are trained in Section 508 criteria to support our product accessibility.

Accessibility Template for Exstream which can be provided upon request.
API
Yes
What users can and can't do using the API
The API is not designed for End Users. There are REST and SOAP API's available. Any interaction with the API would need to be agreed and designed and/or approved by OpenText Professional Services.
Additionally should a Sandbox / Test environment be required for our API, this can be arranged at an additional cost.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
This would be agreed between the customer and OpenText Professional Services depending on the customisation required at an extra cost.

Scaling

Independence of resources
OpenText utilise multiple high bandwidth uplinks across multiple vendors to ensure availability for all customers and all users.
OpenText virtually & logically segregate all customer environments to ensure that the usage of one cannot affect another.

Analytics

Service usage metrics
Yes
Metrics types
Status reports will be delivered by the Delivery Managers. This report will include, and not limited to, the following elements:
• Call summary: closed, open and wait.
• Overview of all calls logged, in progress, waiting and resolved.
• Usage summary of any additional and optional support programs or services the customer is subscribed to.
• Metrics and other items as in the Cloud Services Agreement
A distinction will be made in the report between support, product, consultancy, and training requests.
Additionally, Audit information and dashboards for key measurements are available.
Reporting types
Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
Customers can utilise the app download features to download data.
Data export formats
Other
Other data export formats
  • Application dependent exports.
  • Customer specific exports (at an agreed additional cost).
Data import formats
Other
Other data import formats
  • This is dependent on source format.
  • Almost any digital format is supported.

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
  • Bonded fibre optic connections
  • Other
Other protection between networks
MPLS / VPLS circuits
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Our application availability base level is 99.5% with 99.9% as a high availability option.
Approach to resilience
All OpenText datacenters are TIA942 Tier 3+ compliant. We also provide disaster recovery datacenters.
Outage reporting
Email alerts.
Authorized points of contact (“POCs”) will be notified as soon as possible or within 24 hours.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Our Cloud Services User Access Management policy restricts user access based on least privileged access guidelines. Workforce members are only granted rights to access assets needed to fulfil the job functions. Validation is enforced through a full life cycle for identity access management process, and a bi-monthly validation of all access privileges per policy.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
SSAE-18 SOC 1 Type II
SSAE-18 SOC 2 Type II
SSAE-18 SOC 3
Information security policies and processes
OpenText has a Global Information Security Policy based on ISO 27001:2013. The details of this policy are confidential. If required, OpenText will be prepared to discuss this policy and details of how these policies are followed on a one to one basis with our customers subject to an agreed NDA.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
OpenText follows a fully mature ITIL Change Management process. More details are available upon request.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Monthly industry standard vulnerability scanning. Annual external vulnerability scans. Results are collected, prioritized, and assigned to owners using the Common Vulnerability Scoring System.

Unified Threat Management system has updated real-time Anti-Virus and Intrusion Prevention services. Security intelligence feeds from industry leading & government organizations such as CCIRC in Canada or US-CERT in the United States.

All critical vulnerabilities via a vendor patch, remediation asap but not later than 30 days of identification and release of appropriate system/application patch.

All required system upgrades or patches, remediation within 90 days of their identification and the release of an appropriate system/application patch.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
This is covered by the OpenText Information Security Incident Management policy described within section 16 of the GISP. Due to sensitivity of security issues, the GISP and ancillary documents are considered OpenText Confidential. This can be discussed one to one with a prospective customer under a mutually signed NDA.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
This is covered by the OpenText Information Security Incident Management policy described within section 16 of the GISP. Due to sensitivity of security issues, the GISP and ancillary documents are considered OpenText Confidential. This can be discussed one to one with a prospective customer under a mutually signed NDA.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£0.03 a transaction a year
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gjones@opentext.com. Tell them what format you need. It will help if you say what assistive technology you use.