Software AG (UK) Limited

Software AG - Low-Code Application Development

Visually model case management and process-driven applications in weeks rather than months, with full enterprise capabilities: workflow, business rules, schemas, e-forms, reports, dashboards, social collaboration and mobile.

Connect the right people, coordinating activities and tasks, and tracking communications and decisions, for a higher level service, reduced costs and mitigating risk.

Features

  • Rich, meta-data driven applications
  • Empower the subject matter experts
  • Start building your situational, process-driven application today
  • Customisable business processes help you accelerate and streamline work
  • Create powerful enterprise-grade case management applications
  • Designed to overcome traditional software limitations
  • Implement and control your business processes, escalations, notifications and approvals
  • Provide an alternative to shadow IT

Benefits

  • Streamline and automate enterprise service requests
  • Used across company by people in R&D, marketing, sales, HR
  • Dynamic rules engine checks for time and event conditions
  • Support office and mobile workers
  • Define and monitor Service Level Agreements (SLAs)

Pricing

£5000 per unit per month

  • Education pricing available

Service documents

G-Cloud 10

965544193526983

Software AG (UK) Limited

Colm Roberts

01332 611000

colm.roberts@softwareag.com

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Software AG's Digital Business Platform which includes but not limited to : -
Business Process Analysis and Design
IT and Portfolio Management
API Management and Integration
Process Automation
Robotic Process Automation
In-memory Data Management
Machine Learning, AI and Streaming Analytics
IoT Integration
Cloud deployment model Hybrid cloud
Service constraints None - Software AG offers a flexible deployment model that can be suited to the customer requirements. This includes Public, Private or Hybrid cloud deployments using a variety of technologies.
System requirements System requirements not applicable for managed cloud solutions.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times For Critical Priority situations, clients can register online via Software AG’s Empower site and expect a target response time of 1 hour. High Priority situations have a Target Response Time of 2 hours. Medium Priority situations have a Target Response Time of 24 hours. Low Priority situations have a Target Response Time of 48 hours. For more detailed information, please visit the response times are detailed in the SLA. Please note that where a client selects a Managed Service option, SLA’s and response times are configured in accordance with their requests.
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 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels With standard support offerings, Software AG provides 4 Support levels termed as Critical Priority, High Priority, Medium Priority and Low Priority - all of which have target response times derailed in the SLA. Standard Support comes with the product for a standard fee. For more tailored support, clients can selects a Managed Service option whereby the SLA’s and response times are configured in accordance with their requests. This service can include aspects such as Technical Account Manager, Capacity Management and any other service the client might want to add. The fee for the managed service is determined by the service required.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Standard training, a self-guided tiutorial and full documentation is provided. Training and documentation can also be tailored/created to meet specific customer requirements. Train the trainer is also available upon request.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Open standard exporting of data can be provided at contract end using tooling capability.
End-of-contract process At end of contract - customer typically decide to continue with the service. Alternatively they can choose to export the data for example to another Service Provider. Software Ag is happy to assist with this process.

Using the service

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 All applications have been optimised to work with both Android and iOS
User experience can be designed to ensure that the user interface is optimised to be used on the mobile device.
Accessibility standards WCAG 2.0 A
Accessibility testing AgileApps is heavily compliant for usage by disabled users with atleast 2 years of effort spent in the product to be make it accessible. We have specifically chosen not to be certified for US 508 compliance but are certified for multiple standards like WCAG 2.0, ISO 9241-171, and ISO 9126-1
API Yes
What users can and can't do using the API AgileApps has both a Java and a REST API for developers to create, update and retrieve data.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Customised colour scheme and banner.

Scaling

Scaling
Independence of resources Scoping and on-boarding processes define the optimum specification for the customers requirements. The required amount of computer capacity is assigned to the customer. software AG technology is fully equipped to leverage via AWS scalable hosting

Analytics

Analytics
Service usage metrics Yes
Metrics types Applications created with AgileApps come with default metrics regarding transaction numbers and statuses. These can be supplemented by custom dashboards based on business data and user-defined SLAs.

At a platform level, Software AG Cloud Operations provides SLA performance monitoring for AWS cloud resources and the applications executed by customers and publishes our most up-to-the-minute information on service availability on the Service Health Dashboard. AWS Cloudwatch provides monitoring for AWS cloud resources and the applications customers execute on AWS - Refer to aws.amazon.com/cloudwatch for additional details.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
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 European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Exporting of Data can be achieved using open standards for example CSV and SQL formats
Data export formats
  • CSV
  • Other
Other data export formats
  • SQL formats
  • Database Backuo File (.zip)
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability 99.99, assured by contractual commitment
Approach to resilience Software AG’s cloud services provide 99.95% infrastructure availability (over AWS) and 99.5% availability for the solution itself.
Outage reporting Software AG’s Cloud Trust Centre website provides web-based access to
• Live data on our cloud system availability
• Current and historical information on system performance

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Authentication is required and is implemented access cloud accounts and account activities are logged using AWS Cloud Trail services. In addition, The cloud product permits the configuration of a connection to customer's Single Sign On Services through an Identity Federation Capability via SAML2. In addition, the AWS Identity and Access Management (IAM) service provides identity federation to the AWS Management Console. Multi-factor authentication is an optional feature that a customer can utilize. A certification based authentication is not required.
Access restriction testing frequency At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

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 User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Unknown
ISO/IEC 27001 accreditation date 2017
What the ISO/IEC 27001 doesn’t cover .
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Compliant with customers private cloud secuity arrangements

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards Software AG Cloud Service Unit is ISO/IEC 27001 certified.

They are implementing (ISMS) to safeguard information assets against unauthorised breaches in confidentiality, integrity and availability from threats internal or external, deliberate or accidental by applying the cloud service organisation risk management process.
Information security policies and processes Security testing and policies
(SOC) Type II, independent third-party auditor certification 
AICPA Trust Services 
Implement and maintain a standards based ISMS 
Comply with (IaaS) provider, Amazon Web Services security policy 
Cloud Security Alliance (CSA) 
CSA Consensus Assessment Initiative Questionnaire (CAIQ)
Security testing type
Penetration testing 
IT Health Checks 
Risk analysis 
Other

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Behind the scenes, Software AG’s Cloud Service Operations team manages our cloud offerings so the customer doesn't have to. The standard included services are:
• Regular upgrades to latest software versions (following product release cycle)
• Seamless patching during maintenance windows to minimize vulnerabilities or bug impact
• Performance monitoring
• Service continuity and recovery procedures for high up-time
Vulnerability management type Supplier-defined controls
Vulnerability management approach Software AG’s Cloud Service Operations team carries out Seamless patching during maintenance windows to minimize vulnerabilities or bug impact.
Source: https://iwiki.eur.ad.sag/display/CLOUDSERVICE/3.+Cloud+Support
Protective monitoring type Supplier-defined controls
Protective monitoring approach Our auditor’s SOC 2 Type II report certifies the operational effectiveness of our systems that keep your sensitive data secure. This provides a high level of transparency into our controls that mitigate operational and compliance risks. Because it requires an attestation by an independent and objective CPA who bears professional liability for his or her opinion, the SOC 2 is more stringent and credible than other types of reporting on information security controls
Incident management type Undisclosed
Incident management approach All Cloud Products are covered by Software AG's Standard Support Agreement. Support issues should be raised through Software AG’s customer service portal, Empower, which is available 24x7. Three levels of support are available, with standard support offering 24x7 access to the support portal, 9 to 5 telephone support for standard and critical incidents and 24x7 support service for crisis incidents.

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 Yes
Connected networks
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • Other

Pricing

Pricing
Price £5000 per unit per month
Discount for educational organisations Yes
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
Service documents
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