University of London

Digital Repository

The service provides a hosted installation of the Service Provider’s Digital Repository Solution with access to their professional support services.
This enables customers to access a secure, reliable, and scalable repository service without the need for internal specialist IT software or infrastructure resources.

Features

  • The Service Provider’s Digital Repository Solution
  • Service Management and Reporting
  • Phone Support Desk 5*8 as standard
  • Support Tracking system
  • Access to the Service Provider’s Support and Professional Services Teams
  • Support and Consultancy Days Included
  • Access to Customisation Services
  • Comprehensive Service Level Agreement
  • Other Third Party Integration (Crest, CRIS)

Benefits

  • Combine open-source flexibility with enterprise level assurances
  • Tailor the Repository to suit your institutional priorities
  • Access a thriving community of users and practitioners
  • A service that will grow as your institutional usage grows
  • Migration from other or different repository platforms
  • Automated import of content
  • User Access Mechanism
  • Institutional Theming

Pricing

£3691 per instance per year

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

6 1 3 1 3 3 1 1 3 9 5 0 8 9 8

Contact

University of London

James Silcock

02078625838

james.silcock@london.ac.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints We operate a weekly maintenance window (Tues 07:00-09:00) where service maintenance may involve downtime. All such planned maintenance will be notified with at least five (5) business days' notice.
System requirements Browser: IE9+, Opera, Safari, Firefox

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response and resolution times vary according to severity an OOH service is available at additional cost:
P1 – Critical, Response 30 minutes, Resolution 4 hours
P2 – High, Response 1 hour, Resolution 4 hours
P3 – Medium, Response 3 hours, Resolution 2 business days
P4 – Medium/Low, Response 4 hours, Resolution 4 working days
P5 – Low (Service Request), Response 1 business day, Resolution 5 business days
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 The Research Technologies team can provide a broad range of expertise for the Customer to draw on to ensure the successful operation of their Service.
When logging a Support Case the case will be classified depending on the type of issue
• Hosting Platform Issue – Service failure due to issue with the hosting environment
• Current Service Incident – Issue regarding the platform application (i.e. non-hosting based problem)
• Advice / Consultancy
• Customisation or Request for Change
There will be annual meetings with a technical account manager available
The service includes a Support and Consultancy Allowance of included days per annum.
As Current Service Incidents and Advice Support Cases are worked, the time taken will be deducted from the current Support and Consultancy Balances.
For the purposes of calculating the Support and Consultancy Balance, a day is defined as seven (7) hours. At the end of each 12-month period, on renewal the Support and the Consultancy Balances will be reset to the annual figure. There is no ‘rollover’ of balances to subsequent years.
Customers may purchase additional Support+ service which increases the allowance provided.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started The Service can be configured to meet individual organisations’ needs. Typically, the following areas may be customised at initial implementation:
• Organisational Structure
• User Access Mechanism
• Workflow
• Theming
• Other Third Party Integration (Crest, CRIS)
• Automated import of content
• Migration from other or different repository platforms
In addition, it can be enhanced with additional features and resources, such as additional storage or the provision of Archive or Off Site Replication services.
The Service Provider will work with the Customer to determine their specific needs and create an implementation scoping document that defines the exact requirements for Implementation. Implementation Charges will be based on this scoping document and are not part of the standard service.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction The entire source code of their Digital Repository Service at the time of termination
All Customer content stored within the Digital Repository Service
A Redacted Database dump where “Redacted” means the removal of any confidential data such as passwords.
This is made available by way of an sFTP site.
End-of-contract process A Customer can request Exit Services from the Service Provider on Termination of the Service.
The scope and charge for these services is not included within the Service and needs to be agreed separately as part of a Professional Services Agreement.
However, subject to the purchase of the specific Exit Service the Service Provider can typically provide, to the Customer:
• The entire source code of their Digital Repository Service at the time of termination
• All Customer content stored within the Digital Repository Service
• A Redacted Database dump where “Redacted” means the removal of any confidential data such as passwords.

These items will be provided to the Customer on up to two (2) dates of his choosing with the last being no later than the Termination Date. These items will be provided via an sFTP location which the Customer will be able to access for ten (10) days after the content being added to the location. After this period, the sFTP location and access to it shall be removed and the data shall no longer be available.

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 is provided with a fully responsive UI so that all functionality is available via mobile devices
Service interface No
API No
Customisation available Yes
Description of customisation As well as customisation specific to their own Institution, the Customer may, at any time, propose an addition to the Product Roadmap for the Community Platform which they feel will enhance the Service for all Customers. Customisation may take one or more of the following forms:
• Addition of new or updated Third-Party Plugin
• Addition of Customer-developed Plugin
• Addition of application Patch
• Modification of functionality developed by the Service Provider
• Addition of new functionality proposed to be developed by the Service Provider
• Modification of application Core Code.
The Customer shall record all requests for Customisation via the Service Desk which will also record the status of the request.
The Service Provider will solely determine whether (or not) to incorporate a Customisation request into a future Community Platform update and these would normally be funded by the proposing Customer.
If a request for Customisation is accepted, funded, and approved, it will be made available in a future update and will be provided to all Customers.

Scaling

Scaling
Independence of resources Customers service instances have dedicated virtualised resources across multiple physical hosts which can dynamically migrate instances to alternative physical hosts where necessary to maintain performance.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Security Clearance (SC)

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 No
Datacentre security standards Supplier-defined controls
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 another standard
  • Encryption of all physical media
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Users can extract data via industry standard APIs, built-in functions for content export and using our support services to perform custom extracts of low-level data.
Data export formats CSV
Data import formats CSV

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 The Digital Repository Service will be accessible twenty-four (24) hours a day, seven (7) days a week, with a 99.9% targeted uptime. 99.9% uptime means that for 99.9% of the time during any calendar month, the Digital Repository Service will be available. Unavailability is a condition in which the Digital Repository Service’s Primary URL cannot be accessed from a UK location. Each instance of unavailability is a Service Outage.
Approach to resilience Available upon request
Outage reporting We have e-mail, SMS and Voice alerts which are also available to customers, upon request.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels Support channels are restricted to specific named customer contacts. Access to support via our service portal is via credentials issued by us.
Access restriction testing frequency At least once a year
Management access authentication 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 contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 1 month and 6 months

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 No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Responsibility for the production, maintenance and communication of this top-level policy document and all sub-policy documents lies with the University’s IT Security Manager.
This top-level policy document has been approved by the Information Technology Governance Group. Substantive changes may only be made with the further approval of this group.
Responsibilities for the approval of all sub-policy documents is delegated to the Information Security Group. Where necessary.
each of the documents constituting the Information Security Policy will be reviewed annually. It is the responsibility of the IT Security Manager to ensure that these reviews take place. I
Information security policies and processes The University has a defined Information Security policy based upon industry best practice, it employs a full-time security manager whose primary function is to ensure that policies and process are followed. They are backed up by an information security board, that regularly review the policies and procedures as well as any potential breaches. There is mandatory staff training for information security which takes place during induction (over the past year all members of staff have been required to take the training and pass the exam at the end).
The information Security policy is one of a group of interlinked policies that are regularly reviewed they are :
Acceptable Use
Business Continuity
Disaster Recovery
Incident Management
User Account Management
Mobile Device
Network Configuration
Physical Security
Application Security
System configuration and maintenance
Penetration testing
Any individual suspecting that the security of a computer system has been, or is likely to be, breached should inform the IT Service Desk immediately.
In the event of a suspected or actual breach of information security, IT Security, with or without consultation with the relevant department, may require that any systems suspected of being compromised are made inaccessible.
Full policies & processes available on request

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Change Management is by way of a change board Requests for change (RFC) are first reviewed by a technical expert (depending on speciality) before submission to the Change Board for approval. All non-standard changes must be approved before they are implemented all changes are reviewed by the security team for any potential security impacts before implementation. All RFCs are reviewed upon completion of the change
The University maintains a Configuration Management database (CMDB) where all configuration items (CI) are maintained and tracked through their lifetime
Vulnerability management type Supplier-defined controls
Vulnerability management approach The University uses advanced technologies to identify and address security weaknesses in web-orientated servers, applications and activities. The systems are also actively monitored for any potential security events and other vulnerabilities. In particular, all system access events are monitored and mailed on a daily basis to the sys-admin lists for assessment and action. The University service platform is based on hardened, Linux and Microsoft systems which are automatically and non-destructively monitored daily by ULCC for susceptibility to known attacks. Operating System patches and updates are continuously monitored for security vulnerabilities. They are tested and installed as appropriate to ensure protection.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We run a Network Intrusion Detection System - SNORT at the entry point to our network.
We have full Unified Threat Management capability on our main firewall equipment.
Our Linux systems use a range of Host Intrusion Detection Systems such as tripwire
All new web facing systems are put through our standard Penetration testing process.
Response is measured against the issue identified and whether it is a confirmed compromise or not. We secure the system if an attack is currently underway. To do this we isolate the system from the internet to prevent further damaged/data loss.
15 minutes initial response
Incident management type Supplier-defined controls
Incident management approach ITIL v3 is the common standard for incident management used by the University.
The reporting of an incident can be either by portal, email or telephone to the service desk, any of these methods will generate a unique incident identifier, initial triage will categorise and prioritise the incident, trigerring the appropriate SLA. The initial diagnosis will identify the appropriate team to respond and resolve the incident in line with the SLA. Typically resolution reports are provided within the incident record by the resolving engineer.
P1 incidents are followed up by a formal report through the senior management team.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks Joint Academic Network (JANET)

Pricing

Pricing
Price £3691 per instance per year
Discount for educational organisations No
Free trial available Yes
Description of free trial There is a community version of the software available as a free download

Service documents

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