OpenText Corporation

OpenText Axcelerate | eDiscovery for UK G-Cloud

The unmatched platform for eDiscovery/Disclosure and investigations
Complete solution with award-winning analytics and continuous machine learning built right in, OpenText™ Axcelerate helps legal teams identify the facts that matter for litigation, compliance and investigation. Provisioned as highly secure and scalable environment with option for fully managed service via world-class team.

Features

  • Flexible provision OnDemand, Private Cloud and Mobile.
  • Market leading analytics and machine learning at no extra cost.
  • Built in redaction and bulk redaction at no additional cost.
  • Easy-to-use and intuitive user interface with no user fees.
  • Built-in Technology Assisted Review (“TAR”) functionality using continuous machine learning.
  • Interactive data-visualisation tools that map email and messaging communications.
  • Highly secure, single/multi-tenant, elastic, private cloud infrastructure via AWS UK.
  • Workflow driven document production and export module.
  • Integrated business intelligence dashboards to drive better case management.
  • Self-service, hybrid or fully managed service models available.

Benefits

  • Built-in AI tools and workflows to find the facts faster.
  • Decommissioning of legacy eDiscovery and Review applications to optimise costs.
  • Remove dependency on internal IT to manage infrastructure.
  • Internal teams can manage the end-to-end eDiscovery process.
  • Reduce risk and costs by empowering legal teams.
  • Legal teams can review a fraction of ESI traditionally required.
  • Speed up time to investigate, increase throughput of cases.
  • Reduced training requirements.
  • Internal teams have full platform monitoring capabilities.
  • Scalable and elastic - fast expansion and contraction of capacity.

Pricing

£40 a gigabyte

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gjones@opentext.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

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

Contact

OpenText Corporation Gideon Jones
Telephone: 01189848000
Email: gjones@opentext.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints
Prior to agreeing contract, buyers should contact OpenText to confirm terms, solution and scope.
System requirements
The service is provided using OpenText’s AWS Cloud infrastructure.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Priority levels defined in Terms & Conditions. “Response” means a contact to the reporter of the issue indicating the issue has been received and is in progress:

P1 response within two (2) Business Hours (four (4) hours if technical support request is made during Non-Business Hours)
P2 response within four (4) Business Hours (eight (8) hours if technical support request is made during Non-Business Hours)
P3 response within two (2) business days
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
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
Please contact your OpenText representative for details.

The Response Time commitments vary by the classification of the request:

• 1 hour Service request classified as Critical
• 2 hours Service request classified as Serious
• 4 hours Service request classified as Normal

Cloud Support Request Classifications:

• Critical: The performance issue reported causes the cloud solution to be functionally inoperable.
• Serious: The performance issue reported significantly degrades the performance of the cloud solution, or materially restricts the Customer’s use of the cloud solution.
• Normal: The issue reported is a question regarding end use, configuration of the cloud solution, or a minor defect that does not materially restrict the Customer’s use of the cloud solution.

Standard SLA - Restoration Times:
OpenText makes a commitment not simply to respond to an Incident promptly and regularly report on its status, but also to restore the service to affected users within a specific period of time. Service restoration time commitments are linked to incident severity.

The Restoration Time commitments vary by the classification of the request:

• 8 hours Service request classified as Critical
• 12 hours Service request classified as Serious
• 48 hours Service request classified as Normal
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The solution is designed to be intuitive. Online end-user training curriculum is provided free of charge. Classroom-based training courses are available for both users and administrators and these plus additional training requirements would need to be agreed with OpenText Professional Services prior to contract.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Please refer to the Contract Terms. The OpenText Subscription Agreement outlines the description of services provided, including any data return or data destruction obligations.
End-of-contract process
At the end of the contract, access to the Axcelerate Cloud environment will be terminated. At the client’s instruction OpenText can either delete the data (at no charge), export the data in Axcelerate format or export the data in a delimited file format. The charge for export would be T&M and determined by the data volumes at the time.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
No
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
Browser interface.
Accessibility standards
None or don’t know
Description of accessibility
Our software developers are trained in Section 508 criteria to support our product accessibility. Accessibility Template for Axcelerate can be provided upon request.
Accessibility testing
None.
API
No
Customisation available
Yes
Description of customisation
Customer branding can be added to the login page. The system comes with multiple configurations and workflows which can be set by the specific client.

Scaling

Independence of resources
OpenText provides a single tenant environment meaning each client will have their own dedicated Axcelerate Cloud instance in AWS with dedicated resources to ensure optimum operation of the platform with built-in scaling mechanisms to cope with increased workloads. Resources are not shared with other client Axcelerate Cloud instances.

Analytics

Service usage metrics
Yes
Metrics types
All aspects and component services are monitored using both automatic service availability monitoring and log file monitoring. The combination of these monitoring tools allows OpenText to monitor all aspects of usage and performance, and receive immediate feedback when performance drops out of range for quick resolution.

Alerts generated by automatic monitoring can be provided real time to Axcelerate Cloud clients and reports include (but are not limited to):

- System Alerts
- Server event log information
- System computation reports e.g. CPU and Storage reports
- Cloud data storage reports
- System availability and system uptime/downtime reports
Reporting types
Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

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
Complies with a recognised standard (for example CSA CCM version 3.0)
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
  • Other
Other data at rest protection approach
All data is encrypted at rest on AWS EBS volumes using an OpenText-managed key.
Furthermore
•Documented physical security controls and processes
•Restricted access - All communication rooms and Data Centers
•Access log of all persons entering the area
•Recorded video representation of all persons entering and exiting the facility.
•Processes to identify and respond to any access controlled door that provides access to facilities that is left open for any period exceeding a certain defined value.
•All exit-only doors are secured and access controlled
•Power and telecommunication cabling carrying data or supporting information services are protected from interception and damage.
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
Please refer to the Contract Terms. The OpenText Subscription Agreement outlines the description of services provided, including any data return or data destruction obligations.
Data export formats
CSV
Data import formats
  • CSV
  • Other
Other data import formats
  • Axcelerate Cloud supports over 400 file formats.
  • Load file formats from other eDiscovery platforms.

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
Encryption capability for data in transit is chosen by the customer depending on the chosen connection method. A variety of connection methods (such as AS2, AS3, SFTP, HTTPS), is in use for all data in transit scenarios.
Data protection within supplier network
Other
Other protection within supplier network
OpenText uses VPC Peering to connect the system management infrastructure VPC to the OnDemand and Cloud production VPCs. VPC Peering is an AWS feature used to establish secure communication between two VPCs. In addition, security groups (similar to host based firewalls at the hypervisor layer) are configured to only allow communication within the customer VPC and with the management infrastructure VPC. Network communication between customer VPCs is not possible in this architecture.

Availability and resilience

Guaranteed availability
OpenText standard Service Level Agreement for Axcelerate Cloud uptime is 99.5%.
Approach to resilience
OpenText servers are hosted in multiple AWS locations worldwide. These locations are composed of regions and Availability Zones (AZ). Each region is a separate geographic area. Each region has multiple, isolated locations known as Availability Zones which provides OpenText the ability to place resources, such as instances, and data in multiple locations. In this instance data will be hosted in the UK Availability Zone. All client data is replicated to multiple storage sites within the UK that are redundant; snapshots can be restored to any available Availability Zone (AZ) where clients have full system and server redundancy as well. All major system components of the data centres are backed up with redundant equipment and automatic fail over procedures. All critical online data is replicated real time to storage devices at the backup data centre to ensure a zero to minimal level of data loss if a catastrophic event occurred at the primary data centre.
Outage reporting
Email alerts - authorised points of contact will be notified as soon as possible or within 24 hours

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
  • Other
Other user authentication
We can also work with IP white listing.
Access restrictions in management interfaces and support channels
The OpenText Cloud Services User Access Management policy restricts access permissions based on the principles of least privilege. OpenText personnel are only the minimum permissions necessary to fulfil the job functions associated with their role. Validation is enforced through a full life cycle for identity access management process, and a quarterly validation of all OpenText personnel access privileges.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

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
At least 12 months
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
Between 1 month and 6 months

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
  • The AWS data centres are:
  • ISO 9001, ISO 27001, ISO 27017, ISO 27018
  • Audited to the SSAE 18 (SOC1, SOC2, and SOC3) standards

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
According to OpenText Security Policies and Procedures.
Information security policies and processes
OpenText has an internal Global Information Security Policy. If required, OpenText can discuss this policy and its details with the client subject to an agreed signed NDA.

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
OpenText has a ITIL-based Change Management process including, but is not limited to:
•There is one Change Management Process within the OpenText environment through which all changes will be recorded and managed.
•All requests for change are logged and tracked in the Change Management system.
•All changes are approved before they are implemented.
•Formal process to implement and handle emergency change requests.
•Formal process to implement and handle standard change requests.
•Change Management process includes mechanisms to keep all stakeholders and process participants informed.
•Change Management council to identify continuous improvement
•Change Management process and Change Management system training.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
The OpenText Vulnerability management program conforms to the ISO 27001:2013 framework and corresponding control objectives. An annual vulnerability test is conducted as needed, but no less than annually, to test key administrative, physical and technical controls to validate if the objectives of the Information Security Program are being met. The vulnerability test includes security policy compliance; social engineering; external penetration testing; server vulnerability scans and physical security reviews.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Systems and networks are protected by a multi-layered / segmented architecture, which incorporates various granular controls including but not limited to ICSA certified firewalls, HIDS, NIPS, etc.
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
OpenText has an ITIL-based Incident Management process with an embedded security incident response program (SIRP). The SIRP is a fully-documented sub-process of the Incident Management process which provides the necessary guidance for uniform response to properly alert, triage, and escalate events.

Secure development

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

Public sector networks

Connection to public sector networks
No

Pricing

Price
£40 a gigabyte
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gjones@opentext.com. Tell them what format you need. It will help if you say what assistive technology you use.