ALTODIGITAL NETWORKS LIMITED

Xerox Data Subject Access Request Service

Xerox Data Subject Access Request (DSAR) Service addresses the continually growing challenge of responding to high volume or complex Data Subject Access Requests in compliance with the rules and timelines set out in GDPR and Data Protection law, using Workflow Automation, Robotic Process Automation, and Artificial Intelligence.

Features

• Multi-user Collaboration
• Automation of management and tracking of DSAR cases and resources
• Data collection orchestration
• Automatic Discovery of Personal Data and sensitive information
• Data de-duplication and email de-threading
• One Click Data Set Redaction
• Additional manual find, redact, un-redact capabilities
• "Burnt in" redacted disclosures, prevents removal of redaction
• Audit notes and approval workflow
• Secure sharing of redacted disclosures via Portal

Benefits

• Improve information security
• Reduce risk of reputational damage
• Improve defensibility of process and disclosures
• Improve quality and integrity of search, redact and review
• Improve compliance
• Reduce mundane, repeatable, high frequency activities
• Free valuable Human Resources to complete high value intelligence work
• Speed through high volumes of information up to 90% faster
• Improve resource management and data collection
• Have one single view of DSARs status and performance

£21,729 a licence a year

• Education pricing available

Service documents

• Pricing document

  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 xbsuk.bid-team@xerox.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

231987975581661

Contact

Alison Meighan
07717727484
xbsuk.bid-team@xerox.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: Intranet collaborative platform, public facing site for sharing content, in-house content repository and archiving solutions. Microsoft Office 365
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: For optimum performance, it is advised that the client hardware devices meet a minimum specification.
• System requirements:
  • 8 GB Ram minimum, 16 GB Recommended
  • Google Chrome (latest), Microsoft Edge - Chromium (latest)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All support queries are answered within 4 - 8 hours during normal support hours (Monday-Friday, 9-5:30pm), depending on severity. Extended / enhanced support agreements are available.
• 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: Level 1: Initial contact with customer via telephone, support request web-form, or email. Validates customer entitlement for support Gathers description of customer support request and issue. Checks the support knowledge base for possible solutions and provides appropriate solutions to the customer. Escalates issue to Level 2 Level 2: Works with customer to investigate the issue, gather additional troubleshooting data. Uses Web conferencing/Remote Access to observe issue while the customer replicates the issue. Uses Web Conferencing/remote Access to guide the customer in additional troubleshooting, resolving the issue, or implementing a work-around solution. Replicates issue on support lab servers for further troubleshooting. Level 2 is also the primary contact between support and the customer until the issue is resolved. Escalates issue to Level 3 if required Level 3: Works with Level 2 to develop possible solutions or a work around to issues that cannot be resolved by level 2 in a timely manner. Level 3 acts as liaison to Engineering (Level 4) and engages engineering for additional troubleshooting help. Level 4: Software engineers and solution developers work with Level 3 to resolve high severity issues. Provides additional troubleshooting skills and tools to gather DEBUG information. Develops work-around solutions, hot fixes, and patches
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: 1 or 2 days training for basic or advanced usage certification of users. This can be delivered on-site or by Teams call. Additionally self-help documentation, built-in support and Customer Success Managers are provided to all clients.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Data export and download is a self-service process direct from the Service. To export files and metadata as XML files and/or for especially large volumes, the Xerox service team can be engaged to assist with the process at standard Professional Services rates.
• End-of-contract process: Organisations have the opportunity to: - Renew their contract - Pay for cold storage only - Terminate without penalty.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: The Data Collection module DocuShare offers a complete Java API, which includes a collection of Java libraries and methods that enable external systems to communicate. This API lets developers integrate with third-party applications running on the Java platform, and offers the most direct interface to the Data Collection Server
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Resources are dedicated and scaled with regards to customer needs.

Analytics

• Service usage metrics: Yes
• Metrics types: Current, lifetime, and monthly storage usage (in gigabytes). Number of documents and objects on site (overall site statistics). Workflow status, documents or objects per user, quotas.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Smartbox.ai

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
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• 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 another standard
  • 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: Users with write privileges can download documents and objects directly from the web interface menu.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XML
  • In the same format it was ingested
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • PDF
  • Image (PNG, JPG, JPEG, GIF, etc.)
  • All Microsoft office formats
  • Email (EML, PST, MSG, OLM, MBOX, etc.)
  • Any file can be uploaded (even proprietary)
  • Batch import metadata & files require separate XML or CSV

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: As agreed in the Services Agreement signed between parties
• Approach to resilience: We make use of standard failover resiliency between Availability Zones in AWS by using a fully containerised and multi-AZ architecture which simply provisions containers as required in available AZs. Limitation on this is that no client data may ever leave the local data centre, as such there is no disaster recovery to other geographies. Other components utilise the same capabilities within Microsoft Azure.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: - Formal registration & de-registration process to enable assignments of access rights. - Allocation & privileged access rights shall be restricted & controlled. - Allocation of secret authentication information (passwords) controlled through a formal management process. - Asset owners shall review user access rights at regular intervals using a formal process. - For employees & external parties shall be removed on termination of employment, contract, agreement or adjusted upon change.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor 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: No audit information available
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Approachable Certification Ltd
• ISO/IEC 27001 accreditation date: 18/01/2021
• What the ISO/IEC 27001 doesn’t cover: All relevant areas to our business are covered by our certification. The following areas are not of relevance and therefore are not assessed: Contact with special interest groups Information security in project management Delivery & loading area Cabling security Equipment maintenance Securing application services on public networks Protecting application services transactions.
• 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
  • Other
• Other security governance standards: The Xerox Information Security Policy, Infosec001, is aligned to the ISO27001 key controls and the policy is supplemented by additional documents detailing specific requirements to meet the policy. Specific locations and services in Xerox are certified to ISO27001.
• Information security policies and processes: Xerox utilise a documented framework (Xerox InfoSec 001) for security governance both at a company level and specific to the service which is aligned to NCSC guidance and ISO27001. This provides assurance that reporting is completed and reviewed across all aspects of the service. The Xerox CEO has ultimate responsibility for security. Xerox’s commitment to Information Security is communicated throughout the organisation and its partners, and is evidenced by board level approval of the Xerox Information Security Policy. The Information Security-related responsibilities of the CEO include: • Overall control and management of Information Security for Xerox in the UK; • Overall information risk ownership; • Provision of adequate resources for Information Security; and, • Approval authority for Information Security policy. • Reporting compliance Reporting is subject to review by senior management. There are processes in place to review and understand any current legal and regulatory requirements and to review an implement any future changes. The Xerox Information Security team monitor various sources for changes to legislation and are currently on the UK Government CiSP which allows us to engage with Government on proposed changes.

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: Utilisation of Industry standard Change management from beginning to end of contract life. All changes are validated against NIST standards and for any potential security risk or security impact.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Utilisation of real-time vulnerability scan and network analysis, all remediation is automated and responded to within in moments of identification. Critical security patches are deployed within 72 hours of notice of availability. System patches are applied within 14 days of availability for non-critical patches. Our resources for threats is derived from multiple sources including Threat management / remediation provider.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Record user activities, exceptions, faults & information security events produced, kept & regularly reviewed Logging facilities & information protected against tampering & unauthorised access System Administrator & system operator activities logged & logs protected & regularly reviewed Clocks of all relevant systems synchronised with agreed accurate time source Incidents are dealt with in accordance with our documented Incident Management processes.
• 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: Pre-defined to ensure quick, effective & orderly response to information security incidents. Reported through appropriate management channels as quick as possible Employees, contractors & third party users of information systems & services required to note & report observed or suspected weaknesses in system or services Shall be assessed & decided if classified as information security incidents Responded to in accordance with a documented procedure Knowledge gained from analysing & resolving incidents used to reduce likelihood or impact of future incidents Define & apply procedures for identification, collection, acquisition & preservation of information which can serve as evidence.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Xerox is committed to fighting climate change such that we play a role in the sustainability of our world’s natural resources. Xerox has identified four strategic commitment areas where we can make a significant impact on the environment: • Reducing Energy Use and Protecting the Climate: • Preserving Biodiversity and the World's Forests: • Preserving Clean Air and Water: • Preventing and Managing Waste: We invest in technologies that reduce the carbon footprint of our operations and offer solutions to our customers that reduce energy use, cost and waste. Our Net Zero goal is 2040. In 2021, we also expanded our greenhouse gas (GHG) emissions reduction goal to cover scopes 1, 2 and 3. We plan to achieve net-zero emissions through projects that improve operational efficiency, create new technology innovations, and neutralise residual GHG emissions through carbon compensation mechanisms. Our approach to sustainability includes partnerships to accelerate progress. We have officially joined the UNFCCC’s Race to Zero and SBTi’s Business Ambition for 1.5°C campaigns, aligning our climate mitigation targets to what science dictates is necessary to reduce the destructive impacts of climate change on human society and nature. We are a founding member of Defra’s e-Sustainability Alliance (DeSA), We are actively involved in the provision of best practices on the ways in which IT firms of all sizes can minimise their environmental impacts. We also support the Government Cloud Sustainability project, focusing on ‘Sustainable IT’ (e.g. achieving net-zero, modern slavery and other supply chain matters) and ‘IT for Sustainability’ – including the social pillar, “How to procure and measure performance on all things Cloud”. When selecting our technologies and services for G-Cloud 14, we have utilised this knowledge base and ensured that the services & technology used comply with Government guidance and carry accreditation from 3rd party bodies where appropriate.

Pricing

• Price: £21,729 a licence a year
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  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 xbsuk.bid-team@xerox.com. Tell them what format you need. It will help if you say what assistive technology you use.