Zaizi Limited

Digital Process Automation Service

Provides scalable platform for automating business processes / workflows, using BPMN 2.0 principles. Built on open source software, and available on public cloud infrastructure or deployable on client private cloud infrastructure. Supports standard or customised forms based input and integration to internal systems (i.e CRM) via API's.

Features

  • Automated Business Processes (BPMN 2.0)
  • Forms based input (for application based applications / data input)
  • Open Source platform (BPMN2.0)
  • Graphical Interface for process design and configuration
  • Management Information for process status and activity
  • Public Cloud support (Amazon Web Services, Azure)
  • Private Cloud ( hosted in client infrastructure)
  • 24 x 7 critical business application support
  • Configuration services (by SC or DV staff)
  • System integration (RESTful API's) and IoT device connectivity

Benefits

  • Platform for automating internal and external business processes
  • Standards based, Business Process Model and Notation 2.0
  • Provides simple forms based input as part of the platform
  • Provides business view of process status and statistics
  • Customised forms design supporting brands and GOV.UK style input
  • Drag-and-Drop workflow configurations enables rapid automation and responsiveness to change
  • Easy integration with legacy systems, speeding deployment
  • Configuration services available (SC and DV staff)
  • Fully 24/7 support to ensure service and processes always available
  • Open Sourced based means no additional software licencing

Pricing

£1,000 an instance a month

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 sales@zaizi.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

7 6 1 4 3 8 1 9 4 4 3 9 1 2 5

Contact

Zaizi Limited Andrew Hawkins
Telephone: 0203 582 8330
Email: sales@zaizi.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Service is available of AWS public cloud, UK Cloud and private / hybrid cloud deployments. Standard support during core UK business hours with option to extend to 24 x 7 under customer SLA. Maintenance changes are scheduled outside business hours and with agreement with customer
System requirements
  • Modern/Contemporary Browser (Described within "How users work with your service")
  • Supporting cloud provider (AWS, UKCloud or private cloud)

User support

Email or online ticketing support
Email or online ticketing
Support response times
Zaizi offer Level 3 support service supporting the application, platform and infrastructure. We operate under an ITIL model incorporating a Continual Improvement and automated testing approach. Support is offered for: Core Business Hours 9:00 – 17:00 Extended Business hours (not weekends and Bank Holidays) Additional 2nd Level Support is provided at an extra cost with 24/7 Support Via UK and Overseas Support Desk. Zaizi prioritises all issues raised aiming to resolve within agreed response and resolution times, typical response times offered. P1: Response 1hr, target resolution 4hrs P2: Response 2hr, target resolution 24hrs P3: Response 4hrs, target 5 business days
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
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Zaizi offer Level 2 and Level 3 support service supporting the application, platform and infrastructure as required. We operate under an ITIL model incorporating a Continual Improvement (CI) and automated testing approach. Support is offered for: Core Business Hours 9:00 – 17:00 Extended Business hours (not weekends and Bank Holidays),24/7 Support Via UK and Overseas Support Desk Zaizi prioritises all issues raised aiming to resolve within agreed response and resolution times, the table below provides the typical response times offered. P1: Response 1hr, target resolution 4hrs P2: Response 2hr, target resolution 24hrs P3: Response 4hrs, target 5 business days
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Workshop - getting started with DPA.
We will provide onsite training in a hands-on workshop style appropriate to your need. This may include introduction to DPS; Customer Journey mapping, Business Process Modelling (BPMN), and Decision modelling (DMN).

In addition, there is full user-documentation available.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats
Open standards
End-of-contract data extraction
The API allows you to extract data during service and at contract end or Zaizi will support the extract of user data through a T&M charged off-boarding process. The exact details will be determined by the quantity and security level of the data and other client specific requirements. We expect to start the process three months prior to contract end where extension is not anticipated (subject to client availability).
End-of-contract process
Off-boarding is standard part of our offer but is chargeable under our standard SFIA rate care and would be finalised once contract end and migration is confirmed with the client.

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
Yes
Differences between the mobile and desktop service
Mobile responsive. Layout will reshape according the used device but will provide the same functionality. Some text or data intensive uses may be less convenient simply due to the smaller device, but this depends upon your specific requirements. However, functionality is not impaired.
Service interface
Yes
Description of service interface
Range of interfaces are available across different user types depending upon being internal communities or general public; needing more guidance or greater speed.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
We rest upon the services of others such as the GDS Design System.
API
Yes
What users can and can't do using the API
Everything which can be achieved through the user interface can also be achieved through the API.

This means both normal end-user use and administrative use is supported through the API.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The platform is designed specifically to design your own process, decision and form models. These are designed using visual modelling tools included within the service.

The skill set to customise is aimed at, primarily business analysts, and some support of developers if interfacing with other systems is required.

Theming the application is also possible given that it is built upon the API, but may require more significant development effort.

Scaling

Independence of resources
The service is provided utilising a dedicated cloud resource, and as such, there is no risk of other users affecting or consuming the client's service.

Analytics

Service usage metrics
Yes
Metrics types
The application provides a number of out of the box basic metrics. However, many metrics are available via the process design as per the requirements of the users. Dependent upon the client's requirements, Zaizi can customise the system to produce the required metrics to be in line with the organisation's business goals.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Alfresco, Camunda, Flowable

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

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
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Our solution is based on the AWS Cloud. AWS adheres to independently validated privacy, data protection, security protections and control processes. AWS is responsible for the security of the cloud; customers are responsible for security in the cloud. Customers control their content (where it will be stored, how it will be secured in transit or at rest, how access to their AWS environment will be managed). Wherever appropriate, AWS offers customers options to add additional security layers to data at rest, via scalable and efficient encryption features. AWS offers flexible key management options and dedicated hardware-based cryptographic key storage
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 export approach
Zaizi would take a data migration approach to this to export data out of the system using our standard tools and processes. This would be billable, please refer to SFIA Rate Card for pricing.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • Database Back-Ups
  • Open Standards (BPMN / DMN)
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Other data export formats
  • Open standards

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Zaizi provide high availability and disaster recovery using multiple level availability zones. The SLA’s are decided with clients based on their requirements and levels of support. The key factors when deciding these will be recovery time objectives and recovery point objectives.
Approach to resilience
Zaizi has identified critical system components required to maintain the availability of the system and recover service in the event of outage. Critical system components (example: code bases) are backed up across multiple, isolated locations known as Availability Zones. Each Availability Zone runs on its own physically distinct, independent infrastructure, and is engineered to be highly reliable. Common points of failures like generators and cooling equipment are not shared across Availability Zones. Additionally, Availability Zones are physically separate, and designed such that even extremely uncommon disasters such as fires, tornados or flooding should only affect a single Availability Zone.
Outage reporting
Zaizi use a number of monitoring tools based on clients requirements to detect and alert for outages. We use technologies such as, but not limited to Cloud Watch, Nagios, Pingdom and custom scripts. Alerts can be provided in a number of ways, but not limited to public dashboards, an API, email alerts. This is all dependant on customer requirements and what fits best.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
There are roles and permissions that are assigned to users, restricting what access, rights and information they can have access to.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • 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
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
At least 12 months
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
Bureau Veritas
ISO/IEC 27001 accreditation date
26/4/2018
What the ISO/IEC 27001 doesn’t cover
The following is excluded from the scope of Zaizi’s Statement of ISO 27001:2013 Statement of Applicability: A.11.2.4 – Equipment Maintenance Reason - No fixed asset has high-value (i.e. >£3k) are depreciated on purchase and have no residual value after 3 years. Items considered beyond economic local repair are the subject of straight replacement from new. Servers are leased and cloud-based and out of scope of this requirement. A.11.1.5 – Working in secure areas. Reason Zaizi does not operate a system of permanent secure areas. Secure area working is restricted to customer sites in accordance with current HMG information classification guidelines. A.14.2.7 – Outsourced Development. Reason - Zaizi does not outsource the development of software (it is a software development house).
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials
  • Cyber Essentials Plus

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 are fully ISO27001 assured and follow standard procedures. Our processes are reviewed internally at management level at regular intervals during the year, including our Chief Exec and CSIO. Incidents are managed by our CSIO and by the process alerted to the Management team

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Configuration management software is installed when new servers are provisioned. These tools are run on all hosts to validate that they are configured and software is installed in a standard manner based on host classes and updated regularly. Only approved Systems Engineers and additional parties authorised through a permissions service may log in to the central configuration management servers.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
The service is delivered on the AWS public cloud. The vulnerability management sub-principle and related processes within AWS services are subject to audit at least annually under ISO 27001:2013, AICPA SOC 1, SOC 2, SOC 3 and PCI-DSS certification programs. These certifications are recognised by ENISA under the Cloud Certification Schemes. Zaizi implements full ISO27001 controls for the management and uses multiple sources (vendor, authorities and internet) to identify threats and then implement patches under P1 service request conditions
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The Zaizi platform runs on the AWS platform. AWS deploys (pan-environmental) monitoring devices to collect information on unauthorized intrusion attempts, usage abuse, and network/application bandwidth usage. Devices monitor: • Port scanning attacks • Usage (CPU, processes, disk utilisation, swap rates, software-error generated losses) • Application metrics • Unauthorised connection attempts Near real-time alerts flag potential compromise incidents, based on AWS Service/Security Team- set thresholds. Requests to AWS KMS are logged and visible via the account’s AWS CloudTrail Amazon S3 bucket. Logs provide request information, under which CMK, and identify the AWS resource protected through the CMK use.
Incident management type
Supplier-defined controls
Incident management approach
Incident management is either reported by the client or detected by our service desk and management tools. Once identified the incident is classified within our systems and managed within our SLA following full ITIL processes, with agreed escalation points and reporting to the client dependant on the level of severity. Upon request full incident reports will be provided for P1 events

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
£1,000 an instance a month
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 sales@zaizi.com. Tell them what format you need. It will help if you say what assistive technology you use.