DocuWare Cloud Document Management

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: Microsoft Dynamics NAV
Open Accounts
Sage
SAP
Office 365
Iplan
Civica
Orchard
Open Accounts
Qube
iSAMS
COINS
Scala
Sys Pro
Epicor
Dynamics GP
Cloud deployment model: Public cloud

Private cloud

Hybrid cloud
Service constraints: All planned maintenance is outside of typical working hours, and planned well in advance.

Support for full-functionality on clients including Outlook integration is limited to Windows Operating systems. Functionality which doesn't require access to local resources outside of your browser is available on all devices, however.

Broadly speaking if a web browser can technically achieve the desired function - any OS is supported. If a local installation is required, then Windows is the supported platform.
System requirements: Browser: Chrome, Edge, Firefox, Safari, Chrome Edge

OS: Windows 8+ for full functionality on desktop

Mobile: Android + iOS

Any OS supported for retrieval and viewing of documents

ODBC compliant DB for Database Integration (i.e ERP system) or

API access to desired system to integrate with

User support

Email or online ticketing support: Email or online ticketing
Support response times: We aim to respond to any tickets in order of importance and severity to the business in question.

Unlimited telephone and online support to technical staff is included in our agreements, resolving problems with products provided by us and listed in contracts.

Tickets are prioritised in part based on the impact assessment of the ticket in question, we aim to respond to all tickets submitted before 1400 on the same day
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: Support is available Monday-Friday during typical business hours.
Extended support available on request. Further information on this available on request.

All of our support agents are accredited in all appropriate DocuWare certifications.

Tickets are prioritised in part based on the impact assessment of the ticket in question, we aim to respond to all tickets submitted before 1400 on the same day.

Further SLA information is available on request.
Developer level support information available on request, this support is provided by our in house development team.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Training will be provided, on a train the trainer basis, on using the software including all required functions to store and retrieve documents based on the requirements outlined in this document.

All of our application consultants hold all relevant DocuWare certifications which are renewed annually.

This can be done onsite or remotely via Webex, Teams or TeamViewer. Online training sessions are recorded for your convenience.

Bespoke User Guide:
A bespoke user guide, written specifically for your organisation & users can be authored during the project. This can help with user training and onboarding going forward but in most projects is not necessary.

Online Interactive Tutorial:
DocuWare Cloud comes with an interactive online tutorial, which will show new users key functions of the system through an interactive session. This is performed automatically for new users.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: DocuWare Request is a standard module facilitating the export of Documents out of the system.

For more tailored exports, the API can be used.
End-of-contract process: The contract model is subscription based with an annual fee.
Cancellation can be made 3 months prior to the anniversary of the renewal date.
If you do not renew the service you are able to extract data out of the system using 'DocuWare Request' as part of the subscription.
For more complicated or bespoke extracts then this can be done through the API. If you require us to develop the routine to extract data via the API then this is at additional cost.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

MacOS

Windows

Windows Phone
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: The interface is different however all core functions are provided on mobile device including document capture, storage, retrieval & viewing, task lists and Workflow Tasks.

Mobile Scanning using any modern mobile phone is supported through the app - as is capturing any document format accessed through the mobile device. Desktop scanning works with network or local scanners, as well as capture via Outlook/Exchange.

Mobile app has a condensed user interface based on the screen size being used.
Service interface: No
User support accessibility: None or don’t know
API: Yes
What users can and can't do using the API: There is a REST API available as part of the solution. All functionality available to users through the user interface is accessible to the API, including but not limited to document storage, retrieval, viewing, annotations, stamps, workflow tasks, index data changes, version control & check out, document downloads.

A public git repo is available with code samples, full documentation is available for API methods and objects. We are able to provide developer support & have in-house developers for any bespoke work which is required. We have developed a number of addons that extend functionality well beyond the standard system, such as data exchange with third party API's or integrations with other systems.

Code samples provided use node.js, VB and C# .net.

In addition, a ValidationAPI is available which allows on the fly validation of index data against a third party system or a custom set of business logic. ValidationAPI endpoints are built to each individual organisations requirements.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML

PDF

Other
API sandbox or test environment: No
Customisation available: Yes
Description of customisation: Each DocuWare implementation is customised, within the confines of the functionality on offer, to suit each individual organisation which uses the system. The document structure, data and workflows are developed and configured as part of the implementation.

DocuWare is a highly configurable system, particularly relating to the Workflow capabilities the system has. This allows users to maximise functionality from the system as the software is a closer fit to the organisational requirements of each business. Documents can automatically move between different departments and users within the organisation - ensuring that key business rules and timelines are kept to. Complex business logic and approval structures can be easily implemented into the system - and maintained by users once the process is established.

Index fields, file cabinet names, user profiles and permissions, screen layouts, workflows and system integrations can be customised.

For customisations & functionality beyond the scope of the standard product the API can be leveraged and we have a number of addons already developed to facilitate additional requirements.

Scaling

Independence of resources: Both DocuWare itself and Microsoft Azure, as part of its platform as a service infrastructure, offer extensive methods and technologies for scalability.

Scalability per customer:
DocuWare Cloud supports teams of all types and sizes. Its storage volume and number of user licenses can be flexibly adapted to the relevant company size and document volume.

System Wide Scaling
DocuWare Cloud is automatically scaled according to the number of users, the amount of data, and the size of the workload.

Performance and load balancing:
The balancing of loads across all available services ensures a consistently high performance of the entire DocuWare system.

Analytics

Service usage metrics: Yes
Metrics types: Metrics can be accessed through the API reporting on user & document activity.

For example, if you have an invoice approval workflow then you can extract data relating to the average time it takes you process an invoice from start to finish.

Audit related metrics are available directly from the software and can be exported to CSV.
Reporting types: API access

Reports on request

Resellers

Supplier type: Reseller providing extra features and support
Organisation whose services are being resold: DocuWare, JobRouter, Abbyy, Validated ID, PanIntelligence

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Security Clearance (SC)

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: 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 CSA CCM v3.0

Physical access control, complying with SSAE-16 / ISAE 3402

Encryption of all physical media

Scale, obfuscating techniques, or data storage sharding
Data sanitisation process: Yes
Data sanitisation type: Deleted data can’t be directly accessed
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: All metadata relating to the documents are held in a back end database which users can have full access to. This information can be used however users desire and can easily be exported to machine readable formats either manually or automatically. It is also possible to extract metadata from the front end of the system manually. This is done by creating a dynamic search and exporting the result list to CSV file.

For more complex requirements of extracting data, users are able to use the REST API to carry out more advanced scenarios.
Data export formats: CSV

Other
Other data export formats: XML export is available with our export tool

Plus any other additional format as required
Data import formats: CSV

Other
Other data import formats: Document Images can be any format (PDF, Word etc)

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: DocuWare is hosted on Microsoft Azure and is subject to a 99.5% uptime SLA for the underlying infrastructure
Approach to resilience: Full information available on request for this.
However, each document stored in the system is stored 3 times in each geo-redudant location as part of the resilience design
Outage reporting: Outages are reported using a public facing Forum, where email alerts are also enabled.

Users are notified of any detected outages and also updated once the outage is resolved.

There is a also a live view of this at https://status.docuware.cloud

Identity and authentication

User authentication needed: Yes
User authentication: Username or password
Access restrictions in management interfaces and support channels: The system is hosted in Microsofts Azure Datacenters.
Physical access is therefore vetted through Microsoft as well as through DocuWare.
Remote access to the host VM's is only available through scheduled and authorised remote access sessions from a pre defined secure IP from the DocuWare head office.
Support agents accessing the system have to formally request access and once approved then they are able to logon to a system for support.
Access restriction testing frequency: At least every 6 months
Management access authentication: 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 have access to real-time audit information
How long supplier audit data is stored for: User-defined
How long system logs are stored for: User-defined

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: DocuWare have this accreditation
ISO/IEC 27001 accreditation date: TBC
What the ISO/IEC 27001 doesn’t cover: TBC
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: ISO 9001, ISO 27001, ISO 15489-1:2016, SOC2.

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: CSA CCM version 3.0

ISO/IEC 27001
Information security policies and processes: Access to documents requires multiple levels of control.

All documents are accessible through a unique username and password. This ensures a complete audit trail of how a document was accessed, by whom and what actions were taken.

Encryption of documents is with a key no less than 256 bits long.

Multiple secure backups and built in redundancy are part of the DocuWare software.

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: During initial implementation a full scope of works document is provided outlining all configuration elements within the system. This is the document upon which the system is developed and designed.

When a change request is submitted, we cross reference the design document to then determine possible functional risks to making the change.

All changes across all systems are checked and approved to ensure there are no security risks in making those changes
Vulnerability management type: Undisclosed
Vulnerability management approach: DocuWare opporate a zero-day vulnerability process bringing together our team of experts to analize threats as soon as they are made known and all new instances of the DocuWare system are rigorusly scanned to for misconfiguration and vulnerability before they are released to the end user
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: DocuWare use a combination of manual processes and technology to report on all access information of third party client data stored within its systems.
Any risks or incidents are responded to by the Cloud security team as fast as possible.
Incident management type: Supplier-defined controls
Incident management approach: DocuWare employ a team of cloud service engineers who are working in 2 time zones to maintain customer systems and address Incident Management this means in the event of an incident we are able to restore a normal service as quickly as possible with as little impact on the end user business as possible.

Secure development

Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks: No

Fighting climate change: Fighting climate change

Converting our clients to digitised document software has huge benefits for the company, with increased productivity, risk reduction and compliance assistance. Critically there is also a huge environmental benefit in drastically reducing the paper and printing services used. As an example, we have clients that previously manually processed hundreds of paper documents a week, even sometimes printing digitally received documents. We eliminate these costly and inefficient processes and look to reduce paper, print and postage to a minimum.

DocTech’s work with The Woodland Trust emphasises the environmental kudos of our solutions. As a company dedicated to woodland conservation, moving to a paperless office was paramount for them and they have also seen huge efficiency within improvements.

DocTech are committed to providing a safe and healthy workplace for our employees and to minimise our potential impact on the environment. We operate in compliance with all relevant environmental legislation and we will strive to use pollution prevention and environmental best practices in all we do. We encourage staff to work in an environmentally responsible manner which is incorporated into our every day. We also look to promote local employment where possible to reduce the distances travelled to and from the office.

• We recycle all plastic and any paper waste;
• Offer ride to work schemes;
• Encourage car sharing where possible
• Provide virtual demos
Equal opportunity: Equal opportunity

At DocTech, our staff are our greatest asset and we take pride in who we employ, ensuring they are a good fit with both the business needs and company culture. We actively seek to promote any new employment opportunities in the local area. We currently employee a diverse workforce with a mixture of ages, gender and ethnicity.

Our work is technically niche, and we need staff with a range of skills. We look for strong communication skills to promote our products and services effectively, to detailed technical experience which is required to implement and support the solutions.

Pricing

Price: £15.00 a licence
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: A trial is available upon request, on our website. https://www.doctech.co.uk.

This is a fully featured version of the software. Professional Services are not included in this, and are required for setup.
Link to free trial: https://www.doctech.co.uk

DocuWare Cloud Document Management

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

DocuWare Cloud Document Management

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents