Legal Case Management Software for Legal Teams

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: Whilst TCM operates stand-alone, it is tightly integrated with Microsoft 365 for Document & Email Management in Outlook, Word, Excel, Teams, SharePoint Online, One Drive and Power BI, plus Microsoft Graph.
Cloud deployment model: Private cloud
Service constraints: None
System requirements: Hardware requirements based on user numbers and data load

Microsoft Office 365 Licensed

(Recommended) Document storage environment is SharePoint Online

Use Active Directory (Entra ID)

User support

Email or online ticketing support: Email or online ticketing
Support response times: Subject to SLA agreed with client - Standard responses are: Emergency 1hr, High 2hrs, Medium 4hrs, Low 8hrs.
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: Our standard support service provides for responses to bugs or system failure. We have a standard SLA which allows for a response from 1- 8 hours subject to severity. Our premium service is more wide-ranging and operates to the same SLA. Our support service as standard operates between 9.00am to 5.30pm - UK business days and excludes public holidays and weekends. Standard is included in licence cost. Premium is based on numbers of users.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: We aim to provide all onboarding services remotely to aid with remote working. This includes online training sessions, which are delivered in manageable sessions and recorded to form part of the online academy for future reference and onboarding. We can provide onsite training on request. Full written user and admin documentation is provided. We also provide consultancy and project management services.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: We offer 4 exit scenarios for the customer ('Buyer') to choose from:

Scenario 1:
• The Buyer is given access to the server and data to download a copy of the SQL Database and all documents and data.
• And/or the Buyer can export their data directly from the application interface.
• No charge unless Tricostar's services are required.

Scenario 2:
• The Buyer requests that the database (in SQL format) and documents are packaged up on their behalf and delivered by Tricostar.
• A fixed fee estimate would be provided once the scope is understood.

Scenario 3:
• The Buyer requests that the data is exported into another pre-agreed format (such as CSV).
• A fixed fee estimate would be provided once the scope is understood.

Scenario 4:
• The Buyer requests that the data is exported in a specific structure and format for import directly into another system.
• A fixed fee estimate would be provided once the scope is understood.
End-of-contract process: Any services provided by Tricostar at the request of the client at the end of a contract are chargeable, save for if the client wishes to export any data themselves.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Chrome

Safari
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: None for iPads or similar screen capacity.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: The application is accessed through your web-browser, or used inside of the integrated Microsoft Apps (E.g., Teams, Outlook, SharePoint, Office)
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: TCM consists of a 100% web application and all document storage is in SharePoint where these products work with the native Microsoft applications with no issues.

We have tested several screen reader products on TCM and all have worked without issue. For dictation, we utilise the inbuilt Microsoft Voice Recognition software in Office 365.

In a more specific example, we have worked with customers to assist users with impaired vision. Specifically “Macular Dystrophy” which is where the central part of a person's vision is impaired (described as the opposite of tunnel vision). We adapted the application to their specific needs.
API: Yes
What users can and can't do using the API: The folowing is applicable only to users with the necssary technical skills and training
The RESTful API is based on open standards, and therefore you can use virtually any web development language to work with entities in Sage CRM via this API.
With the Sage CRM RESTful API, you can programmatically create, read, update, and delete entity records in your Sage CRM system using HTTP requests and standard HTTP methods such as GET, POST, PATCH, and DELETE. To ensure security, the RESTful API is served over secure HTTP (HTTPS) only.
The RESTful API provides access to Sage CRM entities via URL paths. To use the RESTful API, your application must make an HTTP request in a specific format and parse the response. The RESTful API always returns JSON responses.
Before you start using the RESTful API, we recommend that you familiarize yourself with SData. SData is a web toolkit promoting the development of REST-orientated services and their consumption in Sage CRM. It consists of a small, standards-based core (HTTP, ATOM, and JSON) and a set of optional mechanisms solving common implementation challenges in a consistent manner.
API documentation: Yes
API documentation formats: HTML

PDF
API sandbox or test environment: No
Customisation available: Yes
Description of customisation: After training users can create new screens and fields, modify screens and fields, create and modify reports and workflows

Scaling

Independence of resources: We provide Microsoft Azure Virtual Dedicated servers scoped to the size of data and traffic requirements. These servers are 'right-sized' and capacity can be increased or decreased to cope with demand. This means that no others customers usage affects another as all systems are 100% independent of one another.

Analytics

Service usage metrics: Yes
Metrics types: These are usually agreed pre-contract and may typically include things such as reporting on response times to support incidents or availability of the application.
Reporting types: Reports on request

Resellers

Supplier type: Reseller providing extra features and support
Organisation whose services are being resold: Sage CRM, Colligo, Microsoft Azure

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
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

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: 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: Users can create reports that export defined data in csv format (or SQL on request).
Data export formats: CSV
Data import formats: CSV

Data-in-transit protection

Data protection between buyer and supplier networks: Private network or public sector network

TLS (version 1.2 or above)

Other
Other protection between networks: Other protection between networks Additional services can be purchased on within Azure for - for example - end to end data encryption, client side encryption etc
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: Azure guarantees that Apps running in a customer subscription will be available 99.95% of the time Service Credit Monthly Uptime Percentage Service Credit < 99.95% is 10%: < 99% is 25% For full SLA see: https://azure.microsoft.com/en-us/support/legal/sla/app-service/v1_4/
Approach to resilience: Regional pairs are enabled by default in Windows Azure Storage, helping to ensue that applications are resilient during datacentre failures. In regional pairing, Azure asynchronously replicates data from a primary location to a secondary location within the same region. An Azure region is an area within a geography containing one or more datacentres.
Outage reporting: We receive information from Azure via our Dashboard and pass information to our clients via email alerts and the customer support 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)

Dedicated link (for example VPN)

Username or password

Other
Other user authentication: Azure Active Directory is a cloud based directory and identity management system.
It is a Platform as a Service (PaaS) Offering and facilitates a lot of different functionality, some of which are
• Single-Sign-On across multiple applications in Software-as-a-Service (SaaS) offerings
• Multi-Factor Authentication (Optional extra)
• Role-based access control (RBAC)
• Device Registration

The software has its own user security layer with levels of access (Global Administrator, Team Administrator, User).
Access restrictions in management interfaces and support channels: • Group Policy for managing users and computers
• Does not have Organizational Units. It is a flat organizational structure
• There are no forests or trusts. Federation is used to allow outside of boundary authentication and authorization
Access restriction testing frequency: At least every 6 months
Management access authentication: Username or password

Identity federation with existing provider (for example Google Apps)

2-factor authentication

Public key authentication (including by TLS client certificate)

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 contact the support team to get audit information
How long supplier audit data is stored for: At least 12 months
How long system logs are stored for: User-defined

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: QMS
ISO/IEC 27001 accreditation date: 25/09/2023
What the ISO/IEC 27001 doesn’t cover: Nothing
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: ISO/IEC 27001
Information security policies and processes: Scheduled reviews of security controls and reporting within the team and to management of results. Security Director ensures all policies are followed and regular training given to team members

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: All software is version controlled within a repository for distributed version control and source code management. Test cycles include System, Unit, Integration and OWASP check list
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: A number of methods are used to monitor and assess threats: 1. Alert notifications are sent by Azure to our support team where irregular activity has been detected e.g. unusual IP address - 2. Unusual activity is immediately investigated and verified as a threat or a known location and blocked or permitted 3. Security patches are automatically applied by Azure 4. Azure provides information regarding unknown IP addresses 5. Failed access attempts are tracked by the software and alerted to the support team where an unusual number of attempts are detected
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: A number of methods are used to monitor and assess threats: 1. Audit trail of IP addresses that have accessed the service are tracked and checked weekly by our support team unless Azure has sent an interim alert 2. User activity is tracked by the system in both database per user events and also in audit logs - checked weekly 3. Unusual activity is immediately investigated and verified as a threat or a known location and blocked or permitted 4. Immediate response on detection of issue
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: Incident management is by the following workflow: 1. Detection and recording 2. Classification, initial support and communication to management & client 3. Investigation and initial diagnosis and communication to management & client 4. Resolution and Recovery and communication to management & client 5. Escalation if not resolved and communication to management & client 6. 7. Closure once incident has been deemed to have been resolved and communication to management & client

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

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

Fighting climate change

Prior to and throughout Covid we have been able to deliver new systems to new and existing clients fully remotely and without incurring any travel, thus reducing greenhouse gas emissions to virtually zero in delivery of contracts.

Covid-19 recovery

We have taken a permanent position not to reopen offices as all staff prefer the flexibility of working from home as well as reducing risk of any further Covid infection whilst travelling and attending a workplace. All staff are part of our corporate private physical and mental Health scheme and regular individual reviews are carried out with all staff regarding their physical and mental well-being. Before and throughout Covid we have been able to deliver new systems to new and existing clients fully remotely, thus reducing Covid risks to staff and clients.

Tackling economic inequality

Annually we take 1 or more apprentices form local colleges who have an aptitude for IT but have been trained in industries where opportunities have been reduced because of Covid and/or the economy. All our staff undergo regular industry training and attain product specific certifications over and above those required for the products we deliver. Our product focus is specific and by necessity our supply chain is short and small. Microsoft provide all relevant underlying software, hardware, and hosting requirements and in conjunction with our support team and a trusted 3rd party partners all security needs. Our product has been at the forefront of functionality to provide greater efficiency and return on investment for our clients and throughout Covid have introduced even more innovation to speed up delivery and modernisation.

Equal opportunity

In our small workforce equal opportunity is part of our philosophy all are encouraged regardless of their gender, race, or skills to attain the best they can in all aspects of their role.

Wellbeing

All staff are part of our corporate private physical and mental Health scheme and regular individual reviews are carried out with all staff re their physical and mental well-being.

Pricing

Price: £68 to £130 a user a month
Discount for educational organisations: No
Free trial available: No

Legal Case Management Software for Legal Teams

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

Legal Case Management Software for Legal Teams

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