SynApps Solutions Limited

Case Management in the Cloud - Resevoir Management Edition

Reservoir Management in the Cloud is based on EMC’s industry leading case management technologies and provides specific functionality for the on-going management of reservoirs.

Features

• Pre-configured Management of the case management application
• Robust security model, retention policy management and records management
• High Resilience Tier 3 Data Centre with Protective Monitoring
• xCP composition platform requires minimal/no custom coding

Benefits

• Substantial cost savings for management of resevoirs
• Provides basis for implementation of electronic case management processing
• Highly scaleable, on-demand solution

£139.58 a person a month

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

146939200094183

Contact

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

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Support availability 9.00am - 5.30pm. Mondays - Fridays excluding UK Bank Holidays as standard.
• System requirements:
  • Windows 7, 8 or 10 on the users desktop environment.
  • Mac OS

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Up to 1 hour response time, 9-5.30 Monday-Friday, Excluding 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• 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.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: All new customers are assigned a Project Manager that will provide planning, proactive support and advice for the initial onboarding of the service. This will lay out timelines and procedures for the enablement of the platform for the customer. During this period the Project Manager will be responsible for engaging the assigned Service Manager to the customer and preparation of key service documentation. Additional services may be explored as required to engage additional training or configuration tweaks to the service.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The customer has complete complete control on how their data is exported although additional costs may apply.; ; A typical exit process would be as follows from the hosted environment on request, extract the data from the repository and provide the configuration source files. The extracted data will be typically provided in XML format for data and original native format for the content files. In addition any implementation source code/configuration for the solution will be exported from the code repository and supplied along with the data.
• End-of-contract process: We will return all your data and materials which cannot be deleted or exported by you, typically we will provide an as is snapshot of the repository. A more complete export which required the manipulation of the data from original structure in the repository will attract additional exit fees. ; ; We will not penalise you for terminating your contract with us unless specifically stated in the Service Definition and within the first year. We will also return all of your confidential information, unless there is a legal requirement that we keep it.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Documentum Enterprise Content Services (ECS) provide a complete services architecture framework that can be incorporated within an organisation’s internal, service-oriented architecture plans.; ; Documentum ECS provide content-related services that are loosely coupled and can be dynamically assembled to meet business needs. ECS encapsulate all of the content management functions of Documentum as a set of discrete service offerings that are designed to make content applications easier to design, develop, and support. Enterprise Content Services can be broken down further into the following technologies:; ; * Documentum Web Services; * Documentum RESTful Services; * Documentum Java Services; * Documentum Interoperability Services: Content Management Interoperability Services (CMIS)
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Additional configuration can be added in to the service in the following forms. For example custom meta-data specific to a customer's business requirements. In addition business specific Workflows can be configured and added to the service to augment existing business processes. This configuration would be carried out by the Supplier on the customer's behalf.

Scaling

• Independence of resources: Resources provided for the service are provisioned on uncontended hardware.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide standard KPI's for the services which include but are not limited too the following: -; * User Usage, including monthly logins, peak sessions, login failures.; * Platform performance in the form of Network throughput, CPU & Memory Usage; * Storage use.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Opentext Documentum

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Physical access controls are managed by our hosting partner and we can deploy data encryption to the service if this required by the customer.
• Data sanitisation process: No
• 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: The user interface provides users with the ability to perform one-off exports as required, or if a bulk export this can be arranged with our professional service's teams.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • All content is exported in its native format.
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: All services within the network are protected by dedicated firewalls. Keeping services seperate to ensure that data cannot be comprised.

Availability and resilience

• Guaranteed availability: 99.95%
• Approach to resilience: Our service is deployed across a number of zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware).
• Outage reporting: All outages will be reported via email notifications service. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Service Manager will proactively contact customers as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Limited access network (for example PSN)
  • Username or password
  • Other
• Other user authentication: For authentication purposes users are typically presented with a username and password screen for authentication or if one of the Single Sign On (SSO) has been taken then the user is logged in straight away.
• Access restrictions in management interfaces and support channels: Documentum has a comprehensive user, group and role model which can be used to define both a users access to an individual document or folder through Documentum’s Access Control Lists (ACLs) or to define functionality a user has available to them through the D2 interface. Users, groups and roles can be synchronised from a LDAP source such as Active Directory. Documentum’s comprehensive access control model known as “Access Control Lists” (ACLs), control the visibility and actions that a user may perform against the object based on the user's group membership or explicit specification of the user on the ACL.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)

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: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 6 months and 12 months

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 whole organisation has been included in the certification.
• 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: ISO/IEC 27001
• Information security policies and processes: As part of ISO 27001 certification we maintain a formal Information Security Management System, under which we maintain our Information Security Policy. The information security policy approval is conducted as part of the quarterly management review meetings which is driven by at least two directors and the Security and Compliance Manager.; ; Our Information Security Policies are subjected to a regular internal audit for which we have a pre-defined schedule of areas of the ISMS (ISO 27001) which are to be audited. The schedule ensures that all areas of the ISMS Scope are audited at least annually and, in some areas, twice a year. This is to ensure that appropriate adoption of the policy is monitored within the organisation. The auditor may be an individual within the organisation appointed to audit a specific area of the business.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: SynApps Solutions has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with best practise with ITIL and in-line with the change control procedure defined in our ISMS as part of our ISO27001 accreditation. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation.; ; Typically as part of the onboarding service where the customer has specific change control procedures then we will integrate with these.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: SynApps Solutions vulnerability management policy and process, which has been implemented, maintained and assessed in accordance with the guidance from the ISO27001 standards. SynApps Solutions receives regular updates where from the vendor suppliers, taking action where and when it is appropiate to the service. For other systems and software we monitor news letters published by our partners and reports published by industry standard news outlets to promptly identify and evaluate any emerging vulnerabilities which require our attention.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Following best practice from the National Cyber Security Centre, SynApps Solutions protects the proposed platform with enhanced protective monitoring services (SIEM). Protective Monitoring is pro-actively operated by our partner Falanx Assuria whose approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, audit monitoring, boundary traffic where not covered by UK Cloud, suspicious activities, network connections amongst many others. All alerts are immediately notified to the SynApps Solutions infrastructure team for prompt investigation.
• Incident management type: Supplier-defined controls
• Incident management approach: SynApps Solutions has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by SynApps Solutions personnel, and incidents identified and reported to SynApps Solutions by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

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: Yes
• Connected networks: Public Services Network (PSN)

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: £139.58 a person a month
• 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 james.paton@synapps-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.