Iken Legal Case Management and Time Recording
A configurable, scalable legal case management platform supporting public sector lawyers to manage complex and diverse caseloads. Combining document and email management with integrated time recording and workflow technology ensures key legal case information is available on demand, allowing lawyers to collaborate on work whilst responding to increasing client demands.
Features
- Document and email management with automatic indexing
- Contact management with document pre-population
- Integration with both Microsoft Office 365 and Google G-Suite
- Integrated real-time and retrospective time recording
- Management reporting with multiple search parameters
- Customisable data fields and picklists
- Integrated document template production and management
- Document previewing pane for quick, effective browsing through multiple documents
- Diary and key date management
- Process mapping through integrated workflow
Benefits
- Effectively manage file access to protect sensitive data
- Ease of access to knowledge and information
- Supports and promotes secure, collaborative, and remote working
- Intuitive, accessible user interface
- Effective time management for individuals, teams, and departments
- Save time through automating routine tasks
- Reduce infrastructure costs; improve visibility of true cost of ownership
- Work productively from anywhere with an internet connection
- Management overview of workload, priorities, and risk
- Continually benefit from regular and automatic feature updates
Pricing
£54 to £93 a user a month
Service documents
Request an accessible format
Framework
G-Cloud 12
Service ID
5 5 8 2 8 8 9 4 1 8 3 4 0 5 0
Contact
Iken Business Limited
Stephen Wanless
Telephone: 08448 933 910
Email: swanless@iken.co.uk
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Public cloud
- Service constraints
- N/A
- System requirements
-
- For Microsoft Office 365 users, a plan that includes:
- Exchange online
- SharePoint online
- The online (web app) versions of Outlook, Word and Excel
- For Google Gsuite users:
- A Google Gsuite Business or Enterprise plan
- Further details available in the Service Description
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Our SLAs are described below.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 AA or EN 301 549
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- Web chat
- Web chat support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support accessibility standard
- WCAG 2.1 AA or EN 301 549
- Web chat accessibility testing
- N/A
- Onsite support
- Yes, at extra cost
- Support levels
-
For technical incidents, the maximum time we'll take to provide a response is 1 business hour in 98% of CRITICAL cases, 3 business hours in 98% of URGENT cases and 24 business hours in 95% of STANDARD cases.
The cost of the support service is included in the subscription fee.
Support is provided and managed by our dedicated support helpdesk. - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- All users would receive basic training and on-boarding support. This would consist of half a day of online classroom training on the Iken system with a remote trainer, followed by approx 1 hour of at desk support from a remote Iken trainer during the first few days of system go live.
- Service documentation
- Yes
- Documentation formats
-
- Other
- Other documentation formats
-
- Word
- Excel
- End-of-contract data extraction
- The users' documents reside in their own SharePoint Online/Google environment, so will not require extraction from the application. The users' metadata within their hosted database will be extracted and provided to them in a standard data format (e.g. CSV).
- End-of-contract process
- The first step in the offboarding process is an agreed timescale between Iken Business Ltd and the client to initiate and complete the associated activities. This includes extracting the client’s data and shutting down their database once the client is in a position to cease their use of the service.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Microsoft Edge
- Chrome
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- In terms of functionality - none. The display may look different due to the responsive nature of the layout and the differing screen sizes and resolutions.
- Service interface
- Yes
- Description of service interface
- Web-based portal
- Accessibility standards
- WCAG 2.1 AA or EN 301 549
- Accessibility testing
- We carry out regular accessibility testing as part of the ongoing development process for the product. In addition, we also use an external body to carry out an accessibility audit of the product to ensure that the application meets the requisite AA standards.
- API
- No
- Customisation available
- Yes
- Description of customisation
- The service can be configured in various ways, including data categories and document templates.
Scaling
- Independence of resources
- The application is hosted in a PaaS environment that utilises auto-scaling and high availability capability. The environment is proactively monitored 24x7x365 with a team of engineers ready to react to any issue and, if required, increase platform resources to optimise performance.
Analytics
- Service usage metrics
- No
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Staff screening not performed
- Government security clearance
- Up to Baseline Personnel Security Standard (BPSS)
Asset protection
- Knowledge of data storage and processing locations
- Yes
- Data storage and processing locations
-
- United Kingdom
- European Economic Area (EEA)
- EU-US Privacy Shield agreement locations
- 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
- ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
- 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
- Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001
Data importing and exporting
- Data export approach
- We will assist users in exporting their data should they have a requirement to do this, and will look to develop self-serve functionality in future developments.
- Data export formats
- CSV
- Data import formats
- CSV
Data-in-transit protection
- Data protection between buyer and supplier networks
- TLS (version 1.2 or above)
- Data protection within supplier network
- TLS (version 1.2 or above)
Availability and resilience
- Guaranteed availability
- 99.5% during normal business hours, except for planned maintenance with an agreed period of advance notice and/or emergency maintenance. Planned and unscheduled maintenance will, however, be carried out outside of business hours wherever possible.
- Approach to resilience
- We have an application gateway to load balance between multiple back end servers and provide a highly available platform. All new releases follow our testing policies prior to deployment.
- Outage reporting
- Via the Iken support desk portal
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Username or password
- Access restrictions in management interfaces and support channels
- There is an internal configurable system of roles, which are assigned to users, and tasks, which are assigned to roles that describe what each role can do. Depending on the configuration, the interface dynamically grants access to management interfaces, etc.
- Access restriction testing frequency
- At least once a year
- Management access authentication
-
- 2-factor authentication
- Username or password
Audit information for users
- Access to user activity audit information
- Users contact the support team to get audit information
- How long user audit data is stored for
- At least 12 months
- Access to supplier activity audit information
- No audit information available
- How long system logs are stored for
- At least 12 months
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Accredited by UCAS/Certified by SNR
- ISO/IEC 27001 accreditation date
- 29/03/2020
- What the ISO/IEC 27001 doesn’t cover
- All aspects of the service provided, and our company's business activities, are covered by our certification.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Other security certifications
- No
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
- Cyber Essentials Certified
- Information security policies and processes
- Comply with ISO27001:2013, certified in Cyber Essentials and conduct all business operations in line with our information security management system.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- We follow the configuration and change management processes set out in our ISO27001 certified information security management system. In line with ISO27001, the Change Control Board, which includes the major stakeholders including technical, development, support staff and customer account management, helps to evaluate the security implication and additional risk and impact of any changes requested.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- We follow the vulnerability management processes set out in our ISO27001 certified information security management system. Penetration Tests are performed annually or whenever significant software or infrastructure changes are completed, and Azure Security Center is used to live monitor the service. Any remedial action is prioritised and expedited. Patching is performed in line with vendor recommendation and best practice.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- We follow the protective monitoring processes set out in our ISO27001 certified information security management system. The environment is actively monitored and logging enabled to identify any potential compromise. This would be treated as a high severity incident and would receive immediate attention. On discovery, the incident would go through our Incident Management Process and would be reported through to the Information Security Management Forum, which oversees security issues, for review and potential further action.
- Incident management type
- Supplier-defined controls
- Incident management approach
- We follow the incident management processes set out in our ISO27001 certified information security management system. This Incident Management process follows ITIL best practice, to ensure incidents are identified, prioritised and receive expert diagnosis to facilitate resolution though to recovery and closure. The process is managed by our service desk who will help coordinate activity and communication the customers. Customers can view incident progress on the service portal, and in the event of a major incident, MIRs will be shared if requested.
Secure development
- Approach to secure software development best practice
- Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)
Public sector networks
- Connection to public sector networks
- No
Pricing
- Price
- £54 to £93 a user a month
- Discount for educational organisations
- No
- Free trial available
- No