dsi Billing Services

Docstore Document Archive

Docstore is our cloud-based digital document archive and retrieval system. Your digital documents can be uploaded into the system for secure viewing by your customers and your customer services team, via a web browser. Documents can also be indexed and bulk-uploaded into your local DMS.


  • Document archive
  • User access verification
  • Online document rendering
  • Document download
  • Email notifications
  • Api for document management
  • Content indexing
  • Encrypted storage


  • Secure document archive and retrieval
  • Easier document management
  • More secure document delivery
  • Full access logging and notifications


£0.34 to £0.42 per unit

  • Free trial available

Service documents

G-Cloud 11


dsi Billing Services

Graeme Nye

07807 628701


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Content indexing and online rendering is only applicable to pdf documents with embedded text.
System requirements
  • Internet connection
  • Modern web browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 1 working day
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 No extra testing beyond WCAG.
Onsite support Yes, at extra cost
Support levels Support Levels
Client/User Support
Our software solutions have an inbuilt help facility that enables users to report any issues, or request further assistance via email.

Primary support is provided Monday to Friday between 8am and 5.30pm.
Out-of-hours support (including weekends) can be arranged to suit particular client needs, at an additional cost.

Our software is likely to be in use during core working hours, so out-of-hours support is not ordinarily required.

System Support
Where cloud services are being provided for use outside of core working hours, our support team provide 24x7 cover to maximise system availability/up-time.

Support Costs
User email support - Included within our standard service charge.
System support - Included within our standard service charge.

Technical Account Manager
A technical account manager will be provided to manage client support requirements and to monitor system up-time and performance. Web-chat functionality can be implemented to expedite resolution to more intricate user issues.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We have guides for setup, administration and usage. We can provide a WebEx walk through and if requested can provide on site assistance.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction Either through the admin controls or by request to us.
End-of-contract process Prior to expiration of the contract period, we will initiate our end-of-contract process. This will be managed by the client Account Manager, and will be designed to ensure a risk-free cessation of services and transition to a new supplier (if appropriate).

End-of-contract process will cover:
Communication - a mechanism for communicating to end users likely to be impacted. This can be delivered via the software directly to users.

Transition Planning - a service transition plan will be agreed and documented.

In accordance with Data Protection requirements we will ensure that:

Data - all data will be deleted.
Digital Assets - all digital assets will be deleted.
Login Credentials - all login credentials will be deleted.
Software - all active software and existing system communication mechanisms will be deactivated.

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 desktop service has the addition of document download - which is only available on some phones.
Service interface No
What users can and can't do using the API The API can be used to get per user/account document list, download and/or upload documents and to get reports.
API documentation Yes
API documentation formats
  • HTML
  • ODF
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Users can customise the basic appearance, logos and colours.
Customisation is done through simple settings files.
Customisation options are given to the admin who rolls the service out to the users.


Independence of resources Our service has been built with excess server capacity and bandwidth for the number of users. If user numbers and storage demand increase we can scale capacity by adding servers. Due to the nature of the service the demand per user is predictable and limited. We monitor and log user numbers and demand over time.


Service usage metrics Yes
Metrics types The service includes document access reports.
Reporting types
  • API access
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 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
  • Other
Other data at rest protection approach Encryption of data to AES-256 standard.
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

Data importing and exporting

Data importing and exporting
Data export approach Customer user data can be exported by the admin from the admin controls.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • Pipe seperated files
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • JSON
  • Pipe seperated files
  • Fixed width text

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks We can encrypt data and documents using AES-256 before transmission if required. All communication is over https.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network Data and documents are stored encrypted using AES-256 and only decrypted upon delivery.

Availability and resilience

Availability and resilience
Guaranteed availability We will agree and document service levels specific to each client's requirements, to ensure that the service is aligned with their operational requirements.

Availability - Our service availability guarantee will be 99.5%

We take great care in monitoring our internal and external server network 24/7/365 to make sure that the up time guarantee is observed and that the end-user services are being delivered as smoothly as possible.

As part of our guaranteed availability, we will work with each client to identify and document any rebate system, should this become applicable.
Approach to resilience We use dedicated servers for this service so there is no load balancing with other services.

The dedicated server host provides:
Multiple UK Sites for Disaster Recovery
N+1 Data Centres
4 Hours Fix contracts with every M&E supplier
24 x 7 Fuel supplies for onsite generators
Scheduled and regular maintenance on all M&E components
Multiple Tier 1 Network Carriers
No single point of failure between Data Centre sites. If link fails traffic automatically re-routed.
Scalable architecture including multiple redundant core switches and routers
Dual independent power feeds, backed up by dual battery string Uninterrupted Power Supplies (UPS) systems
Outage reporting We have a regular check which will send email alerts to us in case of any state changes, along with using visual ping to monitor every web page in the service. If the outage affects users emails will go out to cover type and estimated time to resolution.

Identity and authentication

Identity and authentication
User authentication needed Yes
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 Only specific users are given management access, checked on both login and ip. Additional keys are required for admin level settings.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Username or password
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for User-defined
Access to supplier activity audit information Users receive audit information on a regular basis
How long supplier audit data is stored for User-defined
How long system logs are stored for Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Bsi
ISO/IEC 27001 accreditation date Re-certification on 21/4/16
What the ISO/IEC 27001 doesn’t cover No out of scope activities
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 21/05/2019
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover In house data processing and document production which is outside the cloud service side.
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We meet ISO:27001 standards, all checks and tests are documented and results stored. We have in place automated processes to ensure data is cleared after it's retention date along with monthly manual housekeeping checks. After use data is encrypted and archived for the retention term.

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 components of the service have been developed within a change control system. Every change is documented and revertible for review and testing. All changes are reviewed before deployment and tested for security if thought to raise any security risks.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Threats are assessed on potential risk to service and data security.
Standard security patches are tested and deployed weekly. Any vulnerability actively affecting service would be patched within 24hrs.
We gather information by monitoring access, use and feedback to the service along with reports concerning components in use (os, db, web server, server side code components).
Protective monitoring type Supplier-defined controls
Protective monitoring approach We log and monitor all access to the service, highlighting unknown ip, invalid service use, or invalid api keys.
Proactive systems (fail2ban) maintain a firewall approach to catch early attacks. If security is found to be compromised we would respond immediately with the goal to remedy within 24hrs.
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 Incidents are assessed on risk to service and user data security. users can report incidents through any of our methods of contact. All reported incidents are logged. Incidents cause and efforts to prevent going forwards will be documented in our change control system. Reports would be provided at request.

Secure development

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

Public sector networks
Connection to public sector networks No


Price £0.34 to £0.42 per unit
Discount for educational organisations No
Free trial available Yes
Description of free trial Account setup, testing, document storage, processing and provision of test user accounts.

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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