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

£1,000 an instance a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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

761438194439125

Contact

Andrew Hawkins
0203 582 8330
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

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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.