NTT DATA Business Solutions (UK) Limited

NTT DATA Business Solutions – SAP Extended Enterprise Content Management by OpenText, Cloud edition

The SAP Extended Enterprise Content Management (SAP Extended ECM) application by OpenText covers document and records management need including information retrieval and collaboration by connecting e-mails, documents, and other content to core business processes.

Features

• Includes document and case management with workflow and collaboration
• Provides certified records management, content lifecycle governance
• Structured and unstructured content via single user interface
• Includes solutions for Business Workspaces, 3rd-party collaboration, social networking
• Integration with Microsoft Office 365 applications
• Business Process Library consisting pre-configured, pre-deployed business solutions
• Widgets, templates, API, CMIS, REST interfaces for integration
• Version control, retention rules, legal holds, audit trails, security
• Cloud, on-premise and hybrid deployment options
• Enterprise scanning, classification of physical records

Benefits

• UK and EEA hosting services
• Predictable operating cost, lower TCO
• Assist with regulatory compliance, including GDPR, reduce risk
• Unstructured information in context of business applications
• Users work in their preferred application, improving adoption
• Ensure access to the latest document version
• Provide anytime/anywhere access, including offline
• Improve collaboration across departments and 3rd-parties
• Content-rich business processes become traceable and auditable
• Content is defensibly deleted at the end of its lifecycle

£660.10 a unit a month

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 philip.newman@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

320406034244141

Contact

Philip Newman
07554555951
philip.newman@nttdata.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: Can be used as a standalone service but also benefits working with the other underlying SAP solutions.
• Cloud deployment model: Private cloud
• Service constraints: If necessary, OpenText may take the web application offline for maintenance during business off-hours such as on weekends or during the week late in the evening ; ; The maintenance time schedules will be provided, with plenty of notice to customers.
• System requirements:
  • Modern HTML5 compatible web browser
  • Internet Connection
  • Access to the cloud service URL via any corporate firewalls
  • The service is provided using OpenText Cloud infrastructure

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support levels for Priority 1 (Critical) calls will remain the same (24x7). ; ; For all other priority calls - standard hours are 8am - 5pm Monday - Friday. ; ; The Response Time commitments vary by the classification of the request, as per the list below: ; • 1 hour Service request classified as Critical ; • 2 hours Service request classified as Serious ; • 4 hours Service request classified as Normal
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: The Response Time commitments vary by the classification of the request: ; ; • 1 hour Service request classified as Critical ; ; • 2 hours Service request classified as Serious ; ; • 4 hours Service request classified as Normal ; ; Cloud Support Request Classifications: ; ; • Critical: The performance issue reported causes the cloud solution to be functionally inoperable. ; ; • Serious: The performance issue reported significantly degrades the performance of the cloud solution, or materially restricts the Customer’s use of the cloud solution. ; ; • Normal: The issue reported is a question regarding end use, configuration of the cloud solution, or a minor defect that does not materially restrict the Customer’s use of the cloud solution. ; ; Standard SLA - Restoration Times: ; ; OpenText makes a commitment not simply to respond to an Incident promptly and regularly report on its status, but also to restore the service to affected users within a specific period of time. Service restoration time commitments are linked to incident severity. ; ; The Restoration Time commitments vary by the classification of the request: ; ; • 8 hours Service request classified as Critical ; ; • 12 hours Service request classified as Serious ; ; • 48 hours Service request classified as Normal
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The solution is designed to be intuitive. Online context sensitive help is provided. Any additional requirement for Training would need to be agreed with OpenText at an extra costs prior to contract.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Specific details will form part of the contract for the solution. The OpenText Subscription Agreement outlines the description of services provided, including any data return or data destruction obligations.
• End-of-contract process: At the end of the contract, should data need to be returned in a specific format, OpenText services can provide 2 days of services to cater for this. Should additional days be required to provide this data transformation, this will need to be agreed and charged for accordingly.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Interfaces are optimised for the client device accordingly.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: N/A
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: OpenText Extended ECM is developed under design guidelines that are aimed specifically at ensuring on-going Section 508 compliance. Our software developers are trained in Section 508 criteria to support our product accessibility. Full details are available in the Section 508 Voluntary Product Accessibility Template for this and other OpenText products at http://www.opentext.com/what-we-do/industries/public-sector/voluntary-product-accessibility-template. The colour selector, on the My Colour Settings page, was enhanced to improve the usability of the browse view for users with a visual impairment. A default palette of WCAG 2.0 A compliant colour options and a custom colour picker (Firefox, Chrome, and Edge only) is now available. OpenText is currently working towards WCAG 2.1 level AA compliance.
• API: Yes
• What users can and can't do using the API: The API is available for End Users (restrictions apply). Any interaction with the API would need to be agreed and designed and/or approved by OpenText Professional Services. ; ; Documentation can be provided in the following formats: ; ; Open API (also known as Swagger).; HTML. ; PDF.; ; Should a Sandbox / Test environment be required for our API, this can be arranged at an additional cost.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The product supports the concept of configuration, and extensions – both of which are sympathetic to the upgrade cycles of the cloud solution, and do not prevent upgradability of the service. ; ; Users can also personalise the User Interface to suit preferences. ; ; Configuration supports the definition of values for dropdowns, and setting of flags to control how processes will operate within the service. Extensions support the addition of fields, or business logic to add extra capability to the service. ; ; Typically configuration and extensions are carried out by an expert business user or business process owner. Configuration is undertaken in the web based configuration tool and extensions are defined via the relevant applications via the web browser.

Scaling

• Independence of resources: OpenText utilise multiple high bandwidth uplinks across multiple vendors to ensure availability for all customers and all users. ; ; OpenText virtually & logically segregate all customer environments to ensure that the usage of one cannot affect another.

Analytics

• Service usage metrics: Yes
• Metrics types: Status reports will be delivered by the Delivery Managers. This report will include, and not limited to, the following elements: ; ; • Call summary: closed, open and wait. ; ; • Overview of all calls logged and in progress (open). ; ; • Overview of all calls waiting on input from customer (wait). ; ; • Overview of all calls resolved (closed). ; ; • Usage summary of any additional and optional support programs or services the customer is subscribed to. ; ; • Metrics and other items as agreed in the Cloud Services Agreement A distinction will also be made in the report between support, product, consultancy, and training requests.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

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

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
  • 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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• 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: Customers can utilise the app download features to download data.
• Data export formats: Other
• Other data export formats: N/A
• Data import formats: Other
• Other data import formats: N/A

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
  • Bonded fibre optic connections
  • Other
• Other protection between networks: MPLS circuits / VPLS circuits.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Our application availability base level is 99.5% or 99.9% as high availability option (at an agreed additional cost).
• Approach to resilience: All OpenText datacenters are TIA942 Tier 3+ compliant. We also provide disaster recovery datacenters.
• Outage reporting: Email alerts. ; ; Authorized points of contact (“POCs”) will be notified as soon as possible or within 24 hours.

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
• Access restrictions in management interfaces and support channels: Our Cloud Services User Access Management policy restricts user access based on least privileged access guidelines. Workforce members are only granted rights to access assets needed to fulfil the job functions. Validation is enforced through a full life cycle for identity access management process, and a bi-monthly validation of all access privileges per policy.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman
• ISO/IEC 27001 accreditation date: 17/06/2021
• What the ISO/IEC 27001 doesn’t cover: None. Our ISO27001 certification is renewed on a regular basis.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• 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: OpenText has a Global Information Security Policy based on ISO 27001:2013. The details of this policy are confidential. If required, OpenText will be prepared to discuss this policy and details of how these policies are followed on a one to one basis with our customers subject to an agreed NDA.

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: OpenText follows a fully mature ITIL Change Management process. More details are available upon request.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Monthly industry standard vulnerability scanning. Annual external vulnerability scans. Results are collected, prioritized, and assigned to owners using the Common Vulnerability Scoring System. ; ; Unified Threat Management system has updated real-time Anti-Virus and Intrusion Prevention services. Security intelligence feeds from industry leading & government organizations such as CCIRC in Canada or US-CERT in the United States. ; ; All critical vulnerabilities via a vendor patch, remediation asap but not later than 30 days of identification and release of appropriate system/application patch. ; ; All required system upgrades or patches, remediation within 90 days of their identification and the release of an appropriate system/application patch.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: This is covered by the OpenText Information Security Incident Management policy described within section 16 of the GISP. Due to sensitivity of security issues, the GISP and ancillary documents are considered OpenText Confidential. This can be discussed one to one with a prospective customer under a mutually signed NDA.
• 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: This is covered by the OpenText Information Security Incident Management policy described within section 16 of the GISP. Due to sensitivity of security issues, the GISP and ancillary documents are considered OpenText Confidential. This can be discussed one to one with a prospective customer under a mutually signed NDA.

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  NTT DATA established the Climate Action Committee (now the Green Action Committee) to lead our climate change initiatives. In October 2021, we created the Green Innovation Office with a focus on advancing green innovation. We are an active steering member of the Green Software Foundation, which is committed to continuous emissions reduction within the ICT industry. ; NTT DATA aims to achieve net zero for direct and indirect emissions from its own operations for data centres by 2030, the entire company including offices and other facilities by 2035, and its entire supply chain by 2040, with an immediate aim to reduce GHG across the organisation by 50,000tons by 2025.; One of these initiatives is our “Work Where It Works” scheme, which gives employees more freedom over their work location. This has reduced the proportion of time our staff spend in office locations which, in turn, has reduced the carbon emissions associated with business travel and employee commuting which are our two biggest contributors to our carbon footprint.; A second initiative we offer is a subsidised electric car scheme and preferential deals on electric vehicles to encourage employees to switch from away from diesel and petrol vehicles to an all-electric vehicle. ; We operate our “One Day, One Tree” campaign, where we provide a tree planting donation every quarter, with a seedling planted for each recorded day in UK consulting. Over the last 2 years, we have we donated 101,833 trees to 7 different international projects, ultimately absorbing approx. 2,036tons of CO2 every year. ; We analyse our carbon footprint annually and report our results publicly via the SECR (Streamlined Energy ad Carbon Reporting) and ESOS (Energy Savings Opportunity Scheme). We action any recommendations from the consultancies involved in the audits.

  Covid-19 recovery

  Prior to the pandemic, NTT DATA were already ahead of their competitors in terms of flexible working. Post pandemic, this commitment has been recognised by NTT DATA, and remote/flexible working has become our new norm through our “Work Where It Works” initiative, which ultimately allows all employees more freedom over remote and hybrid working. ; During the pandemic, strict Health and Safety protocols were implemented and maintained in all NTT DATA office locations, including regular sanitisation, social distancing measures and access to testing and vaccination information. Whilst these have eased post pandemic, there is still a firm focus on making every NTT DATA office a safe and welcoming place to work. ; Our people are at the heart of everything we do, and it was vital, both during and post the pandemic, to find ways to keep employees engaged and connected, even if they are working remotely. NTT DATA host regular formal and informal get-togethers across business units, with each team having their own informal weekly team meeting, and monthly check-ins between employees and line managers to ensure wellbeing. ; Furthermore, the pandemic had a significant impact on mental health, which NTT DATA have responded to by providing mental health support, such as mental health first aiders and counselling services to help employees cope with stress and anxiety. ; NTT DATA continuously monitor the World Health Organisation for updates and new guidance, and subsequently follow a defined process for implementing and communicating any changes throughout the organisation. The leadership team also take the WHO status into consideration whilst reviewing and adapting business operations based on the current situation and forecasts, and in preparing comprehensive contingency plans that outline steps to be taken in case of future/similar disruptions.

  Tackling economic inequality

  NTT DATA have implemented various practices to promote fair treatment and opportunities for all, helping to tackle economic inequality. ; NTT DATA ensure all employees receive not only a competitive salary, but comprehensive benefits which support financial stability, including healthcare, pension schemes and paid leave. ; We recognise and value talent and offer clear career development pathways which are accessible to all employees, regardless of their level within the company. To help maximise employee’s potential and improve employability, NTT DATA provide a range of training and further education, including enrolment in one of the top business schools and mandatory CPD hours. We also encourage employees to volunteer their time and skills with organisations tackling economic inequality issues. This fosters social responsibility and connects the company to the needs of the community.; Additionally, in line with our DEI policies, NTT DATA are committed to diversity and inclusion in hiring by reaching out to underrepresented groups, using unbiased recruitment tools (and delivering unconscious bias training), and creating an inclusive workplace culture that values different perspectives.; NTT DATA strive to maintain sustainable business practices and ultimately reduce environmental degradation, which disproportionately affects low-income populations. ; This extends to ensuring we operate responsible supply chains, working only with ethical suppliers and partners who adhere to fair labour practices, pay fair wages and provide safe working conditions.

  Equal opportunity

  NTT DATA is an equal opportunity employer and is fully committed to a policy of treating all employees and job applicants equally.; ; We have a zero-tolerance approach to any form of behaviour which leaves an employee ; feeling discriminated against, bullied or harassed and we will treat any complaints of this nature ; seriously. Discrimination, bullying or harassment based on protected characteristics is not tolerated at NTT DATA under any circumstances.; ; Gender equality and diversity are issues of major importance to NTT DATA, and we believe that DEI is indispensable for the development of our company, and it is clearly stated in the NTT DATA Group Code of Conduct. ; Staff diversity is promoted at all levels of the organisation by several measure and activities, including a variety of networks within NTT DATA that were created to promote a safe space for minorities to connect with their peers across the organisation, including:; • Women in Business ; • Fathers Network ; • LGBTQ+ ; • Family & Co ; • Dis-/Ability ; The Women in Business initiative, as an example, if part of a wider strategy geared at NTT DATA increasing the percentage of positions held by women within the organisation. Currently, this sits at 31.05%, with a view to increase this to 33.33% by 2028. In addition, NTT DATA strive to have women make up no less that 20% of the Global Leadership team within the same period. ; In order to achieve this, NTT DATA offer a number of programs to support young women in the workplace, along with flexible working and enhanced family-friendly policies, along with the unwavering commitment to recognise, nurture and promote talent, regardless of age, gender, race, disability and/or sexual orientation.

  Wellbeing

  In 2024, NTT DATA was one of the only 17 organisations to be recognised as a Global Top Employer, for our outstanding People policies and practices worldwide, by Top Employers Institute. ; Achieving this award is a testament to the priority NTT DATA put on the wellbeing of our people. ; NTT DATA recognise the importance of work/life balance, and in giving employees flexibility, which is reflected in our “Work Where It Works” policy previously referenced, and our “Free Friday” initiative, which sees every employee in NTT DATA eligible for 12 days leave in addition to the standard annual leave entitlement, in the form of one Friday off every month. ; NTT DATA also partner with Help@Hand to offer total health and wellbeing support for employees and eligible family members, via their app, which includes:; · 24/7 Helpline & Remote GP ; · Mental Health Support ; · Physiotherapy ; · Financial & Legal Support ; · 360 Wellbeing Scoring & Guidance ; · 1-2-1 Lifestyle Coaching ; · Special offers to support everyday finances ; We also have a dedicated fit-solutions team, who are tasked with coordinating virtual and in-person events for all NTT DATA entities, with annual events such as:; · World Health Day; · NDBS Soccer Cup ; · International Yoga Day ; · World Mental Health Day ; NTT DATA recognises that for some, wellbeing is found through charity work, and therefore we foster an environment that supports employees involved in charitable causes, with paid days off for charity work, options to be involved in global/company outreach programs, and of course, support of our own employees fundraising activities.

Pricing

• Price: £660.10 a unit a month
• Discount for educational organisations: No
• 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 philip.newman@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.