Tyler Technologies

low code case management platform

The Tyler Technologies entellitrak platform delivers powerful, adaptive case management products that transform the way organisations succeed. Today, entellitrak solutions enjoy a 97% annual renewal rate. Solutions include: Information Access, Applications Modernisation, Professional Licensing, Appeals, Background Investigation, Court Case, Financial Regulatory Compliance, Grants Management, Medical Marijuana and Vocational Rehabilitation.

Features

  • Software as a Service
  • Case Management / Business Process Management
  • Web-based - Remote Access
  • SaaS, PaaS, IaaS
  • Secured Hosting
  • Scalable
  • BI and Data Analytics
  • Open Architecture (API)
  • Real-Time Reporting
  • Disaster Recovery

Benefits

  • Configurable software, not custom software
  • Encryption at Rest
  • Disaster Recovery
  • Amazon Web Services
  • Accurate Case Management Process
  • Data Validation and Verification

Pricing

£40070.21 per unit

Service documents

Framework

G-Cloud 11

Service ID

3 9 8 0 9 1 2 7 6 3 0 1 3 4 1

Contact

Tyler Technologies

John Wright

+447872994154

John.Wright2@tylertech.com

Service scope

Service constraints
There are a few known minor constraints to specific hardware configurations in some situations. MicroPact recommends specific hardware for hosting. However, MicroPact's solution is host-agnostic. If MicroPact hosts the COTS solution, these constraints are reduced. Please see SLA and EULA for more information.
System requirements
  • RDS Recommendation: Oracle 11gR2 /12C or MicrosoftSQLServer 2012/2014
  • Application Server (AS) Small Scale: 2-physical core Intel Xeon 2.4GHz+
  • AS Low Scale: 4-8-physical core Intel Xeon 2.4 GHz+
  • AS Medium Scale: 2-3 Application Servers
  • AS High Deployment: 4 Application Servers
  • AS Enterprise Deployment: 4+ Application Servers, 16 physical core
  • Document Management Server - Requires Additional Application Server Space
  • Analytics Module Server - Requires Additional Server Space
  • Hardware Specs may change depending on Host Requirements
  • Please see Hardware Recommendations Sheet for more information

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times are different at weekends. The online ticketing system will respond immediately with a system generated response. MicroPact's SLA specifies an email response time of less than or equal to 8 hours during the Mon-Fri window of 0800-2000 EST.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
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
MicroPact provides Standard Support, Gold Support, and Platinum Support levels. MicroPact always provides Tier 3 and Tier 4 helpdesk support with the Base Maintenance Standard Support. MicroPact's SLA provides more details on response times. Standard Base Maintenance Support is 20% of license cost, paid yearly. Gold Support is an additional fee plus the Base Maintenance Support, paid yearly. Platinum Support is an additional fee plus the Base Maintenance Support, paid yearly. MicroPact provides a non-technical account manager. For more information on the Subscription Tiers and options, please see SLA. See price sheet for Pounds Sterling conversion.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
MicroPact provides a soft copy manual for end users and user administrators. entellitrak is extremely user-friendly. Most of our customers do not require additional training. However, MicroPact offers in-person training, computer-based training, a configurable Help module.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Our customers work with their account manager to obtain a secured copy of their data when the contract ends. One method by which MicroPact delivers secured content is SFTP.
End-of-contract process
Each of the elements of a system implementation are itemized and provided on the price sheet attached below. Software licensing provides system access; training, hosting, and custom configuration (i.e. professional services) are all additional costs as itemized in the price sheet.

Using the service

Web browser interface
Yes
Using the web interface
Entellitrak is a Web-based COTS solution for Case Management and Business Process Management requirements. End users of the system access the system through a Web browser. By logging into their system using their unique username and password, end users can make changes. entellitrak is a low code PaaS software, meaning that properly trained end-users with correct role-based permissions may update the system at any time. There are limitations to users. These are based on the needs of the customer. Each user of the system is assigned Create, Read, Write, Edit, or Delete permissions.
Web interface accessibility standard
WCAG 2.1 AA or EN 301 549
Web interface accessibility testing
Return to this.
API
Yes
What users can and can't do using the API
Some of our customers leverage their investments in other IT systems through APIs. MicroPact's software can be interfaced with other systems via APIs as needed. Each API adds functionality to the system, and varies depending upon the systems being interfaced. These APIs can automate batch processing, be solo or bi-directional. The only requirement for interfacing with other systems is that the other system must be compatible with APIs.
API automation tools
  • OpenStack
  • Other
API documentation
Yes
API documentation formats
  • HTML
  • PDF
  • Other
Command line interface
Yes
Command line interface compatibility
Other
Using the command line interface
Entellitrak can use maven to interact with it via command line, but it is not a direct entellitrak command line.

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
Independence of resources
Through monitoring, MicroPact internal resources notices if and when performance bandwidth is clipped through other users of the service. If this occurs, and performance is impacted, MicroPact alters the service so as to meet the SLAs outlined.
Usage notifications
Yes
Usage reporting
Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
Other
Other metrics
  • SLA metrics in accordance with SLA. See SLA.
  • Vulnerabilities (if needed).
Reporting types
Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • Other locations
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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

Backup and recovery

Backup and recovery
Yes
What’s backed up
Databases
Backup controls
Assuming MicroPact is hosting the solution, MicroPact can back up the system on a schedule. In addition, these backups may be full backups or partial backups. MicroPact's hosting team works with the users to determine what works best for the implementation.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
  • Single datacentre
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
Users contact the support team

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

Availability and resilience

Guaranteed availability
MicroPact's application availability is 99% uptime. MicroPact can support an update of 99.9% under special circumstances. MicroPact does not have a standard refund if the guaranteed level of availability is not met. This item can be negotiated during contract negotiation.
Approach to resilience
Some customers mandate data residency—the requirement that all customer content processed and stored in an IT system remain within specific geographical borders. Although data residency does not inherently mean stronger security, it is possible for customers to adhere to these regulations on AWS. Customers own their data and choose the region in which they store their data. AWS does not access customer data, and it does not move unless the customer decides to move it.
Outage reporting
Application outage reporting(s) are shared with our customers via email in accordance with the SLAs. Please see MicroPact's SLA. Hosting outages would be reported by AWS.

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Username or password
Access restrictions in management interfaces and support channels
The entellitrak role-based security and access model is configurable to mimic any organizational structure. Because system access is role-based, users see only the data that is pertinent to their domain, enabling them to quickly focus on relevant information and tasks.

Functions that the user is not authorized to execute will be prohibited and not visible. Data (by case type, case instance, or field-level) that the user is not authorized to view or access will be prohibited.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Devices users manage the service through
Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

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
User-defined

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
FedRAMP (US Federal Security Certification)

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards
FedRAMP
Information security policies and processes
Compliance alignments and frameworks include published security or compliance requirements for a specific purpose, such as a specific industry or function. AWS provides functionality (such as security features) and enablers (including compliance playbooks, mapping documents, and whitepapers) for these types of programs.

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
All application changes require Request for Change (RFC) submissions. RFC submissions are tracked once the item has completed the testing and certification phase and has been submitted to the Authorized Client Representative. The Authorized Client Representative is composed of the appropriate customer staff, MicroPact business representative. The MicroPact PTS system will be used for recording and tracking change requests. Authorization Review performance is expressed as a percentage of reviews to be completed within 10 business days.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
As a part of our Standard Operating Procedure, MicroPact conducts Security Vulnerability Scanning and Remediation of devices on the customer Network. The objective of this SLA is to ascertain that the scanning and remediation is performed on the affected customer assets. Monthly Scanning and Patching is a FISMA requirement. MicroPact will make reports available by the first of each month to the customer.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Customers can use Amazon CloudWatch to collect and track metrics, collect and monitor log files, and set alarms. Customers can architect their solutions so that Amazon CloudWatch’s metrics and alarms can work together with Auto Scaling and Elastic Load Balancing to dynamically deploy new instances on-demand. This type of automation takes some of the administrative burden off of the customer and allows the infrastructure to manage itself on-the-fly.
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
AWS guards against outages/incidents. We account for them in the design of our services—so when disruptions do occur, their impact on customers/continuity of services is as minimal as possible. To minimize disruptions, AWS employs compartmentalization. Our Availability Zones are physically separated and isolated, and are built with highly redundant networking to withstand local disruptions. Although the likelihood of large-scale incidents is very low, AWS is prepared to manage them should they occur. We maintain a series of incident response plans covering both common and uncommon events, and we update them regularly to incorporate lessons learned and prepare for emerging threats.

Secure development

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

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Third-party
Third-party virtualisation provider
Amazon Web Services
How shared infrastructure is kept separate
AWS networking and content delivery services enable you to isolate your cloud infrastructure with Amazon VPC, scale your request handling capacity with Elastic Load Balancing, and connect your physical network to your private virtual network with AWS Direct Connect.

Energy efficiency

Energy-efficient datacentres
No

Pricing

Price
£40070.21 per unit
Discount for educational organisations
No
Free trial available
No

Service documents

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