OPEN TEXT UK LIMITED

OpenText Customer Communication Management for G-Cloud

OpenText Communications is the market-leading customer communications management (CCM) solution. It enables organisations to create hyper-personalised, compliant, on-brand citizen communications delivered across a variety of channels with robust compliance.

Features

• HTML5 design to create dynamic, personalised mobile and web communications
• Generative AI (GenAI), for assisted authoring and content creation
• Omnichannel communications - web, email, SMS, and more
• Unified, cloud-based user interface for communication design, authoring, and production
• Real-time job visualization and dashboards
• Approval workflows
• Scale globally and run in the cloud, hybrid or on-premises
• Multi-cloud platform support; infrastructure components GCP, AWS, Azure, and OpenShift
• Integrations: SAP, Salesforce, Guidewire, Duck Creek and other OpenText solutions
• Migration and rationalisation tools to move to value faster

Benefits

• Transform customer communications into exceptional experiences
• Future proof investments with No.1 ranked CCM vendor
• Leverage integrated GenAI to improve existing content for greater understanding/empathy
• Engage customers with personalised communications with enterprise scalability
• Deliver digital-first communications across channel of choice
• Design, author, orchestrate, and monitor using thin-client tools
• Uncover insights to drive proactive and prescriptive customer actions
• Reduce costs by leveraging dynamic templates and automating document workflows
• Mitigate risk to ensure the right approved content is compliant
• Grow beyond CCM - leading composable communications experience platform (CXP)

Service documents

• Pricing document

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

Framework

G-Cloud 15

Service ID

414102252634558

Contact

Gideon Jones
01189848000
gjones@opentext.com

About the service

• Service categories:
  • Applications
    • Production and operations
      • Production and grid management
        • Production and grid management
      • Service industry and public sector operations
        • Healthcare
        • Education
        • Public Order and Safety
        • Police
        • Defence
        • Social Security Administration
        • Adult Social Care
        • Children's Social Care
        • Other
      • Other operations
        • Other operations
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Private cloud
  • Hybrid 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
  • We can provide options for alternative cloud providers

User support

• Email or online ticketing support: Yes
• 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; • 8 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. OpenText can provide our standard 'Prime Protect' or 'Premium Support' options. Details are available at: https://www.opentext.com/support; Service level options can be reviewed at the above link and different levels including options for Managed Service can be agreed to at time of contract.
• Support available to third parties: Yes

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:
  • HTML
  • PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Documentation is available as PDF and in an online format which can be interpreted by screen readers.
• 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 Professional Services can provide services to cater for this. This will need to be agreed and charged for accordingly.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• Description of service interface: Browser end user interface as well as REST API's.
• Accessibility standards: None or don’t know
• Description of accessibility: Certain aspects of the application and user interface have accessibility features. We are in the progress of reviewing and updating accessibility features for compliance WCAG 2.2.
• Accessibility testing: Certain aspects of the application and user interface have accessibility features. We are in the progress of reviewing and updating accessibility features for compliance WCAG 2.2.
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: OpenText Communications provides the ability to create API's for up- and downstream integration with the OpenText Communications orchestration functionality, the central integration hub.; ; OpenText Communications is a highly integrable solution, offering well-documented standard APIs, accessible through Swagger. With the API’s user can, for example, generate documents and connect their job monitoring services.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: No
• 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.

Scaling

• Independence of resources: The CCM service provided by OpenText is sized and scaled to accommodate the need in volume of communications. If more volume is needed during the contract, this can be discussed with the responsible OpenText Account Executive.; The service is single tenant meaning you service is unaffected by other users.

Analytics

• Service usage metrics: Yes
• Metrics types: Audit information and dashboards for key processing measurements are available.
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Customers can utilise the app download features to download data.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Application dependent exports
  • Customer specific exports (at an agreed additional cost)
  • ZIP file
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • This is dependent on source format
  • ZIP file

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
  • 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

• Guaranteed availability: Our application availability base level 99.9%.
• Approach to resilience: All critical components of our solution are designed to be highly available with multiple instances running in more than one availability zone.
• Outage reporting: Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • 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:
  • Multi-Factor Authentication (MFA)
  • 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

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: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: No
• Software Security Code of Practice: No
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: OpenText has a Global Information Security Policy based on ISO 27001. 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

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / 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: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Monthly industry standard vulnerability scanning. Annual external vulnerability scans. Results are collected, prioritised, 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 organisations such as CCIRC in Canada or US-CERT in the United States.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: This is covered by the OpenText Information Security Incident Management policy described within the GISP. Due to sensitivity of security issues, the GISP and ancillary documents are considered OpenText Confidential.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: No
• Incident management approach: This is covered by the OpenText Information Security Incident Management policy described within the GISP. Due to sensitivity of security issues, the GISP and ancillary documents are considered OpenText Confidential.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 5%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 15%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Schellman Compliance
• ISO/IEC 27001 accreditation date: Monday 23 June 2025
• What the ISO/IEC 27001 doesn’t cover: The scope of the certification is detailed on our ISO27001 certificate which is dependent on product and datacenter. The Certificate is available upon request.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 894b9a26-9a6e-4492-ace0-71d19d439956
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: E30978ec-2008-4b32-bac8-a1e4a2993ed1
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Volunteering opportunities for staff
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Plans for positive actions with community groups.
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Creation of outreach activities to create a pipeline of employees for the future contract delivery
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

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