OpenText Corporation

OpenText InfoArchive for UK G-Cloud

InfoArchive is an enterprise archiving platform to secure and leverage application data (structured and unstructured).
It enables legacy application retirement and decommissioning; optimisation of production environments; application data integration and re-use to support new users, cloud applications and analytics.
Retention and compliance through easily accessible unified archive with reduced TCO.

Features

  • Remote, single point of access for all archive data/content.
  • Enhanced, secure, information access, eDiscovery and search and retrieval.
  • Compliance policies including retention, encryption, legal holds and auditing.
  • Ingest all application and database types, structured and unstructured content.
  • Store information in an open, industry-standard format.
  • Inheritance of retention policies according to classification of archived information.
  • Defensible disposition - Destroying data either automatically or through approvals.
  • Data security, encryption, and privacy supporting compliance, governance, GDPR.
  • Defensible chain of custody validating data origin/integrity.
  • Optimised archiving for any application type.

Benefits

  • Decommissioning of costly legacy applications, optimise costs of production systems.
  • Ensure regulatory compliance on structured data and unstructured content.
  • Enable better strategic decisions by exposing data to analytics environments.
  • Reduce risk and ensure compliance with regulatory and legal mandates.
  • Ingest static data from multiple sources to contain data-hungry applications.
  • Consolidated platform optimally storing, managing, and securing data.
  • Better strategic decisions by leveraging information silos across the enterprise.
  • Multiple archiving options (Table, Record, File, Compound).
  • Application agnostic-Archive and preserve information from ANY business application.
  • Reuse-Integration of data from different applications, new contextual views.

Pricing

£25891 per terabyte per year

Service documents

Framework

G-Cloud 11

Service ID

2 4 8 4 4 5 3 3 2 9 4 9 2 0 4

Contact

OpenText Corporation

Gideon Jones

01189848000

gjones@opentext.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private 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

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

Onboarding and offboarding
Getting started The solution is designed to be intuitive. Online documentation is provided. Any additional requirement for Training or Knowledge Transfer would need to be agreed with OpenText prior to contract.
Service documentation Yes
Documentation formats 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 accordingly.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Interfaces are optimised for the client device accordingly.
Service interface Yes
Description of service interface Browser interface and REST API.
Accessibility standards None or don’t know
Description of accessibility The customer can plug their exiting accessible interface to connect to InfoArchive using the REST API.
Accessibility testing We are currently working to enable accessibility with angular 7.
API Yes
What users can and can't do using the API The API is not designed for End Users. Any interaction with the API would need to be agreed and designed and/or approved by OpenText Professional Services or our certified partners.
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
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Customers can also personalise the service to suit preferences.
Additionally, we recommend that for knowledge transfer, or specific agreed services, OpenText Professional Services can be adopted depending on the configuration required.

Scaling

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

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 and in progress (open).
• Overview of all calls waiting on input from customer (wait).
• Overview of all calls resolved (closed).
• Usage summary of any additional and optional support programs or services the customer is
subscribed to.
• Metrics and other items as agreed in the Cloud Services Agreement
A distinction will also be made in the report between support, product, consultancy, and training requests.
Reporting types
  • API access
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

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
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
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 importing and exporting
Data export approach 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 accordingly.
Data export formats
  • CSV
  • Other
Other data export formats
  • Dependent on source format.
  • Can be transformed to chosed destination (e.g. XML to CSV).
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • For content, this is dependent on source format.
  • For content, any digital format is supported.
  • For data, this must be XML. Any schema is supported.

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks Via VPN & SSL.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Our application availability base level is 99%, with 99.5% or 99.9% our high availability option. This can be increased via contractual negotiations.
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

Identity and authentication
User authentication needed Yes
User authentication
  • 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
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Schellman
ISO/IEC 27001 accreditation date 09/07/2018
What the ISO/IEC 27001 doesn’t cover None. This certification process is renewed each year.
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

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

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

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £25891 per terabyte per year
Discount for educational organisations No
Free trial available No

Service documents

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