Tyler Technologies

low code case management platform

As a wholly-owned subsidiary of Tyler Tech, MicroPact developed entellitrak, a low-code application development platform for case management and business process management. Since its introduction in 2006, it has been at the forefront of MicroPact implementations with more than 200 deployments throughout federal, state, local, and higher education sectors.

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

G-Cloud 11

398091276301341

Tyler Technologies

Rebecca Wage

+15594179453

rebecca.wage@tylertech.com

Service scope

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

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

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

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
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

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

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

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
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-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

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

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

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

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

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

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

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

Separation between users

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 efficiency
Energy-efficient datacentres No

Pricing

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

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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