SERVICEKEY

Adobe Document Cloud Solutions

Everything you need to make work happen. Adobe Document Cloud: the only productivity solution that integrates Adobe’s pioneering PDF technology with the Acrobat and Acrobat Sign apps to deliver 100% digital experiences to employees and customers.

Features

• Integrate seamlessly with your existing processes and systems.
• Access, edit, and store files directly in Microsoft OneDrive/Google Drive/Dropbox
• Work in Acrobat on desktop or mobile.
• Securely share PDF files online and collaborate with team members
• View and work on PDFs anywhere, anytime, on any device
• Available on macOS, Windows, iOS, and Android
• Collaborate on a single digital document in real time.

Benefits

• Boost team productivity and collaboration.
• Work more efficiently in Microsoft applications.
• Add e-signatures to digital document workflows.
• Simplify licensing, deployment, and purchasing.
• Get advanced technical support 24 hours a day

£25 to £80 a licence a month

• Education pricing available

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 neil.bramwell@servicekey.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

157181041861622

Contact

Neil Bramwell
08000806051
neil.bramwell@servicekey.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Public cloud maintenance in accordance with source vendor.
• System requirements: https://helpx.adobe.com/uk/acrobat/system-requirements.html

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Yes, at extra cost
• 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: No
• Support levels: License management and support available for £4 per license, up to 100 licenses.; £3 per license, from 101-499 licenses.; £2.50 per license, for 500+ licenses.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: ServiceKey can provide onsite training, online training, or user documentation for various Adobe products and services. Training available to all skill levels and employees.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Adobe provides clear process and end point for data handling at end of contract, found here: https://developer.adobe.com/document-services/docs/overview/pdf-extract-api/
• End-of-contract process: Adobe provides clear process and end point for data handling at end of contract, found here: https://helpx.adobe.com/uk/sign/using/sign-cancel-agreement.html

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: See info here: https://helpx.adobe.com/uk/acrobat/mobile-app-faq.html
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: See more info here: https://developer.adobe.com/document-services/docs/overview/
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: See more info here: https://www.adobe.com/accessibility/pdf/pdf-accessibility-overview.html
• API: Yes
• What users can and can't do using the API: See information here: https://developer.adobe.com/document-services/docs/overview/pdf-services-api/
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisation information found here: https://www.adobe.com/devnet-docs/acrobatetk/tools/Wizard/basics.html

Scaling

• Independence of resources: Adobe provides automatic scaling, dependant on user needs.

Analytics

• Service usage metrics: Yes
• Metrics types: Adobe provides various analytics and insight tools via Admin Console, more info here: https://helpx.adobe.com/legal/product-descriptions/adobe-analytics.html
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

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

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:
  • 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 every 6 months
• 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
• 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: Adobe offers multiple ways import and export files/documents, more info found here: https://helpx.adobe.com/uk/sign/using/reports/download-data-export.html
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Multimedia formats
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Multimedia formats
  • PDF

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)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: https://www.dropbox.com/features/security

Availability and resilience

• Guaranteed availability: We assure a service level agreement (SLA) of 99%
• Approach to resilience: Adobe resilience: https://helpx.adobe.com/uk/sign/using/adobesign-data-centers.html#:~:text=All%20Acrobat%20Sign%20data%20centers,in%20case%20of%20an%20outage.
• Outage reporting: Email alerts or service portal

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)
  • Username or password
• Access restrictions in management interfaces and support channels: Adobe provides detailed security overview, found here: https://helpx.adobe.com/security/products/acrobat.html
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• 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: No
• 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: ServiceKey Ltd are Cyber Essentials Certified
• Information security policies and processes: ServiceKey Ltd are Cyber Essentials Certified

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: Adobe provides detailed security overview, found here: https://helpx.adobe.com/security/products/acrobat.html
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Adobe provides detailed security overview, found here: https://helpx.adobe.com/security/products/acrobat.html
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Adobe provides detailed security overview, found here: https://helpx.adobe.com/security/products/acrobat.html
• 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: Adobe provides detailed security overview, found here: https://helpx.adobe.com/security/products/acrobat.html

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

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  ServiceKey is a NetZeroCarbon organisation. We actively offset our carbon emissions through the use of CO2 credits and the planting of trees. Additionally, we carbon offset each of our employees, over and above the offsetting of our standard operational activities.

  Tackling economic inequality

  ServiceKey is currently working towards attaining B Corp status can support economic equality by our promotion of fair and equitable business practices that benefit not only the business, but also employees, customers, suppliers, and the community at large. By committing to socially responsible initiatives such as adopting sustainable practices, paying fair wages, and prioritising diversity and inclusion, as a B Corp, ServiceKey can help to create a more level playing field for all members of society. Additionally, B Corps are required to consider the impact of their decisions on various stakeholders, which can help us to address systemic inequalities and work towards a more just and equitable economy, for all stakeholders.

  Equal opportunity

  At ServiceKey, we believe that our values are at the heart of everything we do. To share with you what our values mean to us and how we live them every day, from listening and performing at the highest level to nurturing a culture of feedback and caring for our colleagues' wellbeing, our values guide us in creating a workplace that is collaborative, innovative, and inclusive. Join us in discovering how ServiceKey's values shape our identity and drive our success.

  Wellbeing

  At ServiceKey, we believe that our values are at the heart of everything we do. To share with you what our values mean to us and how we live them every day, from listening and performing at the highest level to nurturing a culture of feedback and caring for our colleagues' wellbeing, our values guide us in creating a workplace that is collaborative, innovative, and inclusive. Join us in discovering how ServiceKey's values shape our identity and drive our success.

Pricing

• Price: £25 to £80 a licence a month
• Discount for educational organisations: Yes
• 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 neil.bramwell@servicekey.uk. Tell them what format you need. It will help if you say what assistive technology you use.