OpenText Corporation

OpenText Content Suite Platform for UK G-Cloud

Secure enterprise content management (ECM) system. Manages the flow of information from capture to disposition. Information governance to address increasingly complex and dynamic regulatory landscapes. Optional Discovery, Analytics, Data Insight and migration modules. Option to bring your own license – Content Suite Platform or Documentum.

Features

  • Cloud, on premise and hybrid deployment options, bring your own
  • Version control, retention rules, legal holds, audit trails
  • Integration with Microsoft Office and O365 applications
  • Viewing capability for all common file types
  • Search structured and unstructured content via a single user interface
  • Connected workspaces and 3rd party collaboration, Social, Collaborative workspaces
  • Document and Case Management with Workflow and Collaboration
  • Certified Records and Document Management, Content Lifecycle Governance, Security
  • Information Management for all Public Authorities Including Police Evidence Management
  • Widgets, templates APIs and CMIS REST interfaces

Benefits

  • Assist with regulatory compliance including GDPR, reduce risk
  • Includes anywhere, anytime access, including offline
  • Content is easily located and efficiently managed improving user adoption
  • Improve end user productivity by rapidly delivering the right information
  • Utilise enterprise information in the context of relevant business processes
  • Effective, consistent security and privacy controls
  • Defensible deletion
  • Integrations to applications ERP/CRM deliver single source of the truth
  • Predictable operating cost, lower TCO
  • UK and EEA hosting services

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Prior to agreeing contract, buyers should contact OpenText to confirm terms, solution and scope.
System requirements Not applicable. The service is provided using OpenText Cloud infrastructure.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support levels for Priority 1 (Critical) calls will remain the same (24x7).
For all other priority calls - standard hours are 8am - 5pm Monday - Friday.

The Response Time commitments vary by the classification of the request, as per the list below:

• 1 hour Service request classified as Critical
• 2 hours Service request classified as Serious
• 4 hours Service request classified as Normal
User can manage status and priority of support tickets No
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

Onboarding and offboarding
Getting started The solution is designed to be intuitive. Online context sensitive help is provided. Any additional requirement for Training would need to be agreed with OpenText at an extra costs prior to contract.
Service documentation Yes
Documentation formats 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, should data need to be returned in a specific format, OpenText services can provide 2 days of services to cater for this. Should additional days be required to provide this data transformation, this will need to be agreed and charged for accordingly.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Interfaces are optimised for the client device accordingly.
Service interface Yes
Description of service interface Browser interface.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing OpenText Content Server developed under design guidelines that are aimed specifically at ensuring on-going Section 508 compliance. Our software developers are trained in Section 508 criteria to support our product accessibility.

Full details are available in the Section 508 Voluntary Product Accessibility Template for this and other OpenText products at http://www.opentext.com/what-we-do/industries/public-sector/voluntary-product-accessibility-template.
API Yes
What users can and can't do using the API The API is not designed for End Users. There are REST and SOAP API's available. Any interaction with the API would need to be agreed and designed and/or approved by OpenText Professional Services.
Additionally should a Sandbox / Test environment be required for our API, this can be arranged at an additional cost.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation This would be agreed between the customer and OpenText Professional Services depending on the customisation required at an extra cost.

Users can also personalise the User Interface to suit preferences.

Scaling

Scaling
Independence of resources OpenText utilise multiple high bandwidth uplinks across multiple vendors to ensure availability for all customers and all users.
OpenText virtually & logically segregate all customer environments to ensure that the usage of one cannot affect another.

Analytics

Analytics
Service usage metrics Yes
Metrics types Status reports will be delivered by the Delivery Managers. This report will include, and not limited to, the following elements:
• Call summary: closed, open and wait.
• Overview of all calls logged, in progress, waiting and resolved.
• Usage summary of any additional and optional support programs or services the customer is subscribed to.
• Metrics and other items as in the Cloud Services Agreement
A distinction will be made in the report between support, product, consultancy, and training requests.
Additionally, Audit information and dashboards for key measurements are available.
Reporting types Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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
  • European Economic Area (EEA)
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 SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
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 importing and exporting
Data export approach Customers can utilise the app download features to download data.
Data export formats Other
Other data export formats
  • Application dependent exports.
  • Customer specific exports (at an agreed additional cost).
Data import formats Other
Other data import formats
  • This is dependent on source format.
  • Almost any digital format is supported.

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Other
Other protection between networks MPLS / VPLS circuits
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Our application availability base level is 99%, with 99.5% or 99.9% as high availability options.
Approach to resilience All OpenText datacenters are TIA942 Tier 3+ compliant. We also provide disaster recovery datacenters.
Outage reporting Email alerts.
Authorized points of contact (“POCs”) will be notified as soon as possible or within 24 hours.

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)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Our Cloud Services User Access Management policy restricts user access based on least privileged access guidelines. Workforce members are only granted rights to access assets needed to fulfil the job functions. Validation is enforced through a full life cycle for identity access management process, and a bi-monthly validation of all access privileges per policy.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)

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 have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Schellman
ISO/IEC 27001 accreditation date 09/07/2018
What the ISO/IEC 27001 doesn’t cover None.
This certification process is renewed each year.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials Plus

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards SSAE-18 SOC 1 Type II
SSAE-18 SOC 2 Type II
SSAE-18 SOC 3
Information security policies and processes OpenText has a Global Information Security Policy based on ISO 27001:2013. The details of this policy are confidential. If required, OpenText will be prepared to discuss this policy and details of how these policies are followed on a one to one basis with our customers subject to an agreed NDA.

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 OpenText follows a fully mature ITIL Change Management process. More details are available upon request.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Monthly industry standard vulnerability scanning. Annual external vulnerability scans. Results are collected, prioritized, and assigned to owners using the Common Vulnerability Scoring System.

Unified Threat Management system has updated real-time Anti-Virus and Intrusion Prevention services. Security intelligence feeds from industry leading & government organizations such as CCIRC in Canada or US-CERT in the United States.

All critical vulnerabilities via a vendor patch, remediation asap but not later than 30 days of identification and release of appropriate system/application patch.

All required system upgrades or patches, remediation within 90 days of their identification and the release of an appropriate system/application patch.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach This is covered by the OpenText Information Security Incident Management policy described within section 16 of the GISP. Due to sensitivity of security issues, the GISP and ancillary documents are considered OpenText Confidential. This can be discussed one to one with a prospective customer under a mutually signed NDA.
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 This is covered by the OpenText Information Security Incident Management policy described within section 16 of the GISP. Due to sensitivity of security issues, the GISP and ancillary documents are considered OpenText Confidential. This can be discussed one to one with a prospective customer under a mutually signed NDA.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £54.98 per person per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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