SynApps Solutions Limited

Opentext Content Services Support Services

SynApps Solutions provides Enterprise Content Management (ECM) expertise for a broad range of electronic documents on the Opentext product sets including Documentum, Content Suite, Extended Content platform and InfoArchive.

Features

• Highly Experienced Independant Documentum/Opentext Specialists
• ISO 27001 Certified Organisation
• Highly-secure, UK-based, dedicated customer support office
• Full-range of ECM/EDRMS professional services (pre/post go-live)
• T&M and fixed-price service delivery options
• Full-range of Content Services professional services (pre/post go-live)
• Support for deployment on AWS/AZURE or hybrid platforms
• Support for Documentum/COntent Suite/Extended ECM or InfoArchive

Benefits

• Support for full system implementation lifecycle
• Reduced implementation and support costs
• Reduced implementation and support risk
• Effective programme and project governance
• Experienced Resources in Enterprise Content Services
• Supports Compliance Requirements such as FOI/GDPR
• BPSS and SC cleared staff, option for higher clearance levels.

£650 to £1,350 a unit a day

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 james.paton@synapps-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

119060724274158

Contact

James Paton
+44 (0)8702 405143
james.paton@synapps-solutions.com

Planning

• Planning service: Yes
• How the planning service works: Our project managers and ECM solution architects engage with customers to specify, and define a customers strategic ECM roadmap. Providing a range of services from initial project mobilisation, implementation through to support and go live services to ensure customers maximise return on their ECM choices.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • OpenText Content Suite
  • Opentext Extended ECM
  • Documentum Platform (xCP/D2)
  • InfoArchive
  • AWS
  • Azure

Training

• Training service provided: Yes
• How the training service works: We typically recommend that organisations obtain core product training directly from the vendor. However as part of our cloud service we can provide bespoke training material which has been tailored to the customer's specific needs on their Cloud ECM platform.; ; We will provide this training on a train the trainer basis which allows a customer to leverage their existing training facilities to train their employees in the most cost effective manner.
• Training is tied to specific services: Yes
• Services the training service works with:
  • OpenText Content Suite
  • Opentext Extended ECM
  • Documentum Platform (xCP/D2)
  • InfoArchive

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We provide services to provide customers offering a complete end to end migration service. Moving, transforming and ingesting content from a number of different data sources to the target cloud solution.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • OpenText Content Suite
  • Opentext Extended ECM
  • Documentum Platform (xCP/D2)
  • InfoArchive
  • Azure
  • AWS

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: As part of the service we can work with organisations to provide our expertise to perform a Quality Assurance role. This involves working closely with customer teams to guide them through the process of testing which can include everything from Integration testing all the way through to User Acceptance testing.; ; Our service also includes scope to provide services for Performance testing and tuning. This includes both support and advice, recommending best practice architectures to allow customers to scale their ECM solutions.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Security incident management
  • Security audit services

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Our Support service offering provides customers with a complete solution for all their application support and management needs. The service leverages our ECM technical experience, and best practice developed in conjunction with our customers and industry standards to provide both on-premise support and cloud hosting services for ECM applications.; ; SynApps Solutions have adopted ITIL best practice and procedures for the delivery of all support services to customers. As part of this, a Service Manager is assigned responsibility for each new customer on-boarded to our services.

Service scope

• Service constraints: Support is only offered remotely, and for customer systems which are under license with Hyland. We do not support the community edition of Alfresco.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to assess and respond to ALL Priority 1 incidents within 1 hour when raised during the normal business hours of 08:30-17:30, excluding Bank Holidays and Weekends.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: SynApps Solutions standard support includes Service Managers, Infrastructure Engineers, and Application Support Engineers operated out of our Hatfield support office. We aim to assess and respond to ALL Priority 1 incidents within 1 hour when raised during the normal business hours of 09:00-17:30, excluding Bank Holidays and Weekends. Please see our service definition document for a complete breakdown of our service levels.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Latest Revision Date: 22/05/2023 - First Registered in 12/06/2014
• What the ISO/IEC 27001 doesn’t cover: The certification covers the entire organisation.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  SynApps Solutions is committed to help fighting climate change in all aspects of how we do business. As part of our ISO14001 certifcation, our policies actively encourage the use of public transport and reduction in the requirement for employees to use cars. This includes cycle to work schemes, walking and electric transportation.; ; We look to offset the carbon emissions of all our solutions by with our management approach with regular monitoring and analysis of platform carbon emissions. This we look to offset by investing in a portfolio of verified carbon reduction projects in the UK and globally. ALl with the goal of achieving a carbon neutral company.; ; More details can be provided on request.

  Tackling economic inequality

  SynApps Solutions is commited to promoting employment, supporting individuals facing additional challenges in the labour market, delivering career mentoring and skills training, supporting local business and engaging with the community.; ; More details can be provided on request.

  Equal opportunity

  SynApps Solutions is a equal opportunities employer whilst as a SME we do not operate any targets for gender or ethnicity representation, we always ensure that every candidate is evaluated based on their skills and value they bring to delivery of services to our customers. As an ongoing basis we regularly conduct to gender pay gap analysis to ensure that all employees are paid based on their role and skill levels.; ; More details can be provided on request.

  Wellbeing

  The Company has put in place measures to prevent and manage risks to staff wellbeing, together with appropriate training and individual support. We seek to foster a mentally healthy culture by incorporating these principles into line manager training and running regular initiatives to raise awareness of mental health issues at work. Our wellbeing programme focuses on creating open dialogue around the 4 pillars of health.; ; More information can be provided on request.

Pricing

• Price: £650 to £1,350 a unit a day
• Discount for educational organisations: 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 james.paton@synapps-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.