Mekon Ltd

DITAweb

DITAweb enables the dynamic delivery of content to any device or platform.
Typically it is used to deliver end-user information (e.g. reference documentation, training content, online help systems, etc). It is used by both government entities and industry.
DITAweb works primarily with XML/DITA content, but supports other formats (e.g. PDF).

Features

  • Dynamic multi-channel delivery of content
  • Online collaboration on content
  • Full analytics
  • Personalisation - Deliver relevant content based on user profile
  • Content delivery to Mobile apps with offline access
  • Knowledge base creation
  • Powerful indexing and search
  • Intuitive navigation based on metadata and semantic markup
  • Enable users to create content remotely
  • Based on open and extensible technology

Benefits

  • Create content once and dynamically deliver it to multiple platforms
  • Enable users to collaborate on content in real time
  • Ensure users always have the latest/correct versions of content
  • Save users time by delivering relevant/personalised content
  • Help users find the content they need quickly and easily
  • Users on the move can access content on mobile apps
  • See which content is being used and which is not

Pricing

£7250 to £89900 per licence per year

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

403923264106539

Mekon Ltd

Dave Harrison

02087228400

dave.harrison@mekon.com

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Can be used as an extension to an existing website or web CMS, e.g. to deliver technical content within a website.
Can be used as a content delivery add-on to a Component Content Management System (CCMS) (e.g DITACMS, EasyDITA) or a Source Code Management System (SCMS) (e.g. GitHub).
Cloud deployment model Hybrid cloud
Service constraints None.
System requirements
  • Can be provided as SAAS or on-premise
  • For on-premise - Server requires a minimum of 4 Cores
  • For on-premise - 4GB Ram and 100GB of storage
  • For on-premise - required software is CentOS Linux.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Service levels are customisable. Within our standard service level response is between 1 hour and 1 day depending on the severity of the issue/question.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Yes, at an extra cost
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible If we were asked to provide web chat support we would implement it using third party web chat technology that met the required accessibility level.
Web chat accessibility testing None to date, but we would rely on a third party web chat vendor to manage assistive technology users.
Onsite support Yes, at extra cost
Support levels Standard Target Response and Resolution Times, which are included within the licence price of the service.

MEKON will respond to Customer within the time periods below and according to the Priority Level of the issue, MEKON will make best efforts to return a call within the Initial Response Time and will resolve issues within the target resolution times set forth below.

Monday through Friday 9:00 am (●UK Timezone) - 5:30 pm (●UK Timezone).

1. System failure/System down.

Response within 1 hour. Resolution within 48 hours.

2. Critical issue – Software failure where most users cannot proceed normally.

Response within 2 hours. Resolution within 5 days.

3. Urgent issue – Software failure but workaround exists.

Response within 1 day. Resolution in next release.

4. Not urgent / Enhancement Developer pre production enquiries.

Response within 1 day. Resolution as mutually agreed.

- Customers can easily track/log all customer support questions.

- A dedicated technical account manager or cloud support engineer can be provided on request.

- Enhanced support services can be provided.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Typically users are provided with standard documentation and online training to start their usage of DITAweb.

Depending upon user requirements additional onsite training can be provided at additional cost.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • DITA/XML
  • HTML
  • PDF
End-of-contract data extraction All data is stored in XML and can be easily extracted.
End-of-contract process Notification is given and help is offered to migrate data into new services if required.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The service can be accessed via mobile app and/or mobile web.
Mobile app enables users to take content offline, but ensures they have the most up to date versions when back online.
Accessibility standards WCAG 2.0 A
Accessibility testing None to date.
API Yes
What users can and can't do using the API Service uses a RESTful API to integrate with other applications for example; CRM, ERP, Identity Management, etc.
API can also be used to create embedded content delivery applications for example; help systems and tools tips.
No limits to API access.
API documentation Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation All aspects of the service are customisable using the RESTful API. Users can customise the service or MEKON can customise the service for the users.

Scaling

Scaling
Independence of resources DITAweb effectively load balances and scales.

DITAweb SAAS hosting is architected as multi-master. The system has load balancers servicing a number of backend nodes which will tolerate a failure and recovery of one the nodes.

DITAweb servers are monitored using Icinga. The monitoring software can be installed by the customer should they want to monitor servers this way.

- National Health Service (NHS) Drug tariff portal has been operating for more than 24 months with no unplanned downtime. The portal receives around 1,400 visitors per 10 hour work day. Page views peak at around 8,000 per 10 hour work day

Analytics

Analytics
Service usage metrics Yes
Metrics types Customisable range of analytics reporting features are available including: - Number of times content accessed.
- Hits on site.
- Individual user access to specific documents
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

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
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency Less than once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Data can be exported in XML, HTML or PDF.
Data export formats Other
Other data export formats XML, PDF, HTML
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • XML
  • DITA
  • PDF

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
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability DITAweb as a hosted service provides an availability of 99.9%. All servers and services are monitored for both system and server availability on a 24/365 basis. Automatic alerts will be generated in the event of server or service loss which is detectable by remote polling.

Network and Infrastructure outages will be responded to within two hours of notification within normal business hours, and four hours outside these times. Note that such notification is normally generated internally from our operations centre and that response times are typically much faster.
Individual server outages and server hardware failures (for rented or facilities managed servers) will be responded to in four hours and eight hours respectively. Planned Outages will be notified to you wherever possible on a minimum of 2 days notice. We will make best efforts to ensure there are no more than two planned outages in any month, no more than six in one year, and that the cumulative time does not exceed six hours in any year.
Approach to resilience DITAweb SAAS hosting is architected as multi-master. The system has load balancers servicing a number of backend nodes which will tolerate a failure and recovery of one the nodes.
Backups of data are taken every 12hrs and held on a separate failover site.
DITAweb has had no unplanned outages since inception.Server Uptime examples
- National Health Service (NHS) Drug tariff portal has been operating for more than 24 months with no unplanned downtime on Congility hosted servers. The portal receives around 1,400 visitors per 10 hour work day. Pageviews peak at around 8,000 per 10 hour work day
- The Siemens Mobility train maintenance application has been operating for more than 6 months with no unplanned downtime. The application runs on Siemens hosted servers.
Outage reporting DITAweb servers are monitored using the Icinga application. This monitoring software can also be installed by the customer should they want to monitor servers this way.
Outage reporting can be via email alerts, API and/or custom dashboard.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication DITAweb supports both the OAuth and SAML SSO standards for identity management and single sign on.

Open/Public access can also be configured.
Access restrictions in management interfaces and support channels DITAweb support roles and groups for user permissions. Roles can control available functionality within a portal, and also access to content.
Access restriction testing frequency Less than once a year
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other

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 contact the support team to get 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
  • ISO 9001 certified company
  • Preparing for ISO/IEC 27001 certification

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards Currently implementing ISO/IEC 27001:2013.
Information security policies and processes Published Information Security Policy and Business Continuity Plan within our ISO 9001 certification.

Currently implementing ISO/IEC 27001:2013.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach A small team, hence Change Management is currently informal, but implementing ISO/IEC 27001:2013.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Currently implementing ISO/IEC 27001:2013.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Currently implementing ISO/IEC 27001:2013.
Incident management type Supplier-defined controls
Incident management approach Our Security Management Policy provides for notification and reporting of incidents.

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 £7250 to £89900 per licence per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Pilot or POC applications can be built for larger projects.
They will feature:
Flexible but limited content set.
Flexible but limited time period.
Limited number of users.

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
Return to top ↑