Oyster Information Management Solutions Limited

OpenText Extended ECM Platform

OpenText Content Suite Platform (comprehensive Enterprise Content Management – ECM) integrated to lead applications. Available with optional enablers for many business applications including SAP® ERP, Salesforce®, Oracle® E-Business Suite, Microsoft® Office365®. Options available for custom integrations to other systems. Optional discovery, analytics, data insight and migration modules.

Features

• Document and case management with workflow and collaboration.
• Certified records management, content lifecycle governance.
• Structured and unstructured content via single user interface.
• Business Workspaces, 3rd party collaboration, social.
• Integration with Microsoft Office O365 applications.
• Business Process Library consisting pre-configured, pre-deployed business solutions.
• Widgets, templates, API, CMIS, REST interfaces for integration.
• Version control, retention rules, legal holds, audit trails, security.
• Cloud, on-premise and hybrid deployment options.
• Enterprise scanning, classification of physical records.

Benefits

• UK and EEA hosting services.
• Predictable operating cost, lower TCO.
• Assist with regulatory compliance, including GDPR, reduce risk.
• Unstructured information in context of business applications.
• Users work in their preferred application, improving adoption.
• Ensure access to the latest document version.
• Provide anytime / anywhere access, including offline.
• Improve collaboration across departments and 3rd parties.
• Content-rich business processes become traceable and auditable.
• Content is defensibly deleted at the end of its lifecycle.

£175.09 a user a year

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 josef.elliott@oyster-ims.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

127690343122664

Contact

Josef Elliott
0207 199 0620
josef.elliott@oyster-ims.com

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: Can be used as a standalone service but also as an Add-On to other OpenText services.
• Cloud deployment model: Private cloud
• Service constraints: Prior to agreeing contract, buyers should contact Opentext / Oyster IMS to confirm terms, solution and scope.
• System requirements: Not applicable. Service is provided using OpenText Cloud infrastructure.

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 OpenText / Oyster IMS 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

• Getting started: The solution is designed to be intuitive. Online context sensitive help is provided.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: 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

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• 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
• User support accessibility: WCAG 2.1 A
• Description of service interface: Browser interface
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: OpenText Extended ECM is 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. The colour selector, on the My Colour Settings page, was enhanced to improve the usability of the browse view for users with a visual impairment. A default palette of WCAG 2.0 A compliant colour options and a custom colour picker (Firefox, Chrome, and Edge only) is now available. OpenText is currently working towards WCAG 2.1 level AA compliance.
• API: Yes
• What users can and can't do using the API: The API is available for End Users (restrictions apply). 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:
  • Open API (also known as Swagger)
  • 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

• 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

• 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 and in progress (open).; • Overview of all calls waiting on input from customer (wait).; • Overview of all calls resolved (closed).; • Usage summary of any additional and optional support programs or services the customer is subscribed to.; • Metrics and other items as agreed in the Cloud Services Agreement A distinction will also be made in the report between support, product, consultancy, and training requests.
• Reporting types: Regular reports

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: OpenText

Staff security

• Staff security clearance: Other security clearance
• 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
  • European Economic Area (EEA)
  • Other locations
• 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 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 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:
  • Dependent on source format.
  • Almost any digital format is supported.

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 circuits / VPLS circuits
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The application availability base level is 99.5% or 99.9% as high availability option (at an agreed additional cost).
• Approach to resilience: All OpenText datacenters are TIA942 Tier 3+ compliant. They 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

• 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

• 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

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: CyberSecurity+ Working towards ISO27001
• 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

• 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

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Oyster IMS is committed to support action to prevent climate change. Our Carbon Reduction Plan forms part of Oyster IMS’ actions towards Net Zero emissions, overseen by our Environmental, Social and Governance (ESG) Group. This Carbon Reduction Plan has been completed in accordance with PPN 06/21 and associated guidance and reporting standards for Carbon Reduction Plans.

  Covid-19 recovery

  Oyster IMS continued to service customers throughout the Covid-19 pandemic and has ensured that all activity has tried to have a positive effect on helping our customers recover as well. We have continued to provide 100% of our services on a hybrid basis but are increasingly moving back to more face-to-face meetings as and when this suits our clients.

  Tackling economic inequality

  To tackle inequality in employment, skills and pay at Oyster IMS we train our managers and all other employees about our equal opportunities policy to all employees that encourages equality, diversity, and inclusion. We carry out annual equal pay reviews with an aim to have a clear pay structure and ensure all employees are aware what they need to do if they want to take on higher-paid roles.

  Equal opportunity

  Oyster IMS is committed to encouraging equality, diversity, and inclusion among our workforce, and eliminating unlawful discrimination. The aim is for our workforce to be truly representative of all sections of our society, and for each employee to feel respected and able to give their best. We monitor the make-up of our workforce regarding information such as age, sex, ethnic background, sexual orientation, religion or belief, and disability as well as aiming to be an equal opportunities employer that reflects the expertise and diversity of our local community and ensure we source and attract a diverse pool of candidates.

  Wellbeing

  At Oyster IMS, we promote and develop work-life balance practices to ensure we maximise employment opportunities for all and continue to offer flexible working hours, home working opportunities, part-time opportunities to improve the range of opportunities we offer. We actively create a working environment free from bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all and where individual differences and contributions of all employees are recognised and valued.

Pricing

• Price: £175.09 a user a year
• 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 josef.elliott@oyster-ims.com. Tell them what format you need. It will help if you say what assistive technology you use.