Responsiv Solutions Ltd

Responsiv Solutions IBM Cloud Pak for Business Automation as a Service

IBM's digital business automation platform is a flexible automation platform that automates repetitive human tasks, content management, process workflows, data capture and business decisions.

It includes Modelling, Workflow, Decisions, Content and Capture in a single, flexible offering

Features

Single, simple, flexible offering for business automation
Document management engine with enterprise content sharing, security and storage
Business Automation Workflow (BAW) and Operational Decision Manager (ODM)
Automate workflows, straight-through, human-assisted and complex cases
Improve evidence of control with integrated audit trail
Combines process- and case-centric work in repeatable business workflows
Improve quality with error reduction, proactive escalation and proactive reporting
Standardise behaviour and improve Customer Experience by automating activities
Flexible use of capacity and functions on demand
Discover, capture, analyze, automate and govern rules-based business decisions

Benefits

Coordinates cases consisting of automated, human and ad-hoc tasks.
Empower knowledge workers to manage and track non-repeatable work
Enhance your business processes with cognitive and machine learning
360-degree view of work to drive more successful, optimized Outcomes
Build stakeholder engagement at all levels of the organisation
Enhanced performance-based management decisions for cost reduction and streamlining
Consolidate and standardize task work to prioritize more easily
Enhance collaboration within cases between SMEs and Business peers
Flexible deployment of capacity as required
Faster time to service/time to change–typically 80%+

£831.00 a unit a month

Service documents

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 sales@responsiv.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

Contact

Responsiv Solutions Ltd Mike Axial
Telephone: +44 (0)1344 266 980
Email: sales@responsiv.co.uk

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: Cloud Services are designed to be available 24/7, subject to maintenance. Client will be notified of scheduled maintenance.
System requirements: https://www.ibm.com/software/reports/compatibility/clarity/softwareReqsForProduct.html

User support

Email or online ticketing support: Email or online ticketing
Support response times: Response time depends upon request severity. Severity 1 has an objective of under 2 hour response time, 24 x 7, whilst a Severity 4 has an objective within 1 business day (Monday-Friday business hours)
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: 24 hours, 7 days a week
Web chat support: Web chat
Web chat support availability: 24 hours, 7 days a week
Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
Web chat accessibility testing: https://cloud.ibm.com/docs/overview/accessibility?topic=overview-accessibility-platform
Onsite support: Yes, at extra cost
Support levels: Included within the price
Severity 1 - Critical impact/service down:
Business critical functionality is inoperable or critical interface has failed. Condition requires an immediate solution.
Response: Within 1 hour, 24x7

Severity 2 - Significant impact:
A service feature or function is severely restricted in its use or Client is in jeopardy of missing business deadlines.
Response: Within 2 business hours, Monday to Friday business hours

Severity 3 - Minor impact:
Indicates the service or functionality is usable .
Response: Within 4 business hours, Monday to Friday business hours

Severity 4 - Minimal impact:
An inquiry or non-technical request.
Response: Within 1 business day, Monday to Friday business hours

Details at: https://www-01.ibm.com/support/docview.wss?uid=ibm10733923

On-site support provided as a Time & Materials basis and will be scoped and agreed before attending site
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Onsite and online training can be provide as required (charges apply).
Extensive user documentation exists on the IBM site
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Persistent data should not be stored within this solution but should instead be stored in a system of record(s). Data is accessible through several export functions available in via the administration console and design tools. IBM will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration
End-of-contract process: Details can be found in IBM's Client Relationship Agreement:
https://www.ibm.com/support/customer/csol/terms/?cat=dpa#

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: All provided user interfaces are responsive. Screens created within the system are responsive and tools allow for sophisticated reactions to different form factors.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Portal to access tools provided by the system.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: https://www.ibm.com/able/product_accessibility/request?requestId=aee1dabd3b42689013cb7bc9024397c3
API: Yes
What users can and can't do using the API: Full details available at https://www.ibm.com/docs/en/dbaoc?topic=ar-cloud-pak-business-automation-as-service-instance-services-apis
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: Many aspects of the service can be customised including user interface through to full customisation via the accessible APIs

Scaling

Independence of resources: The architecture of IBM cloud services maintains logical separation of client data. Internal rules and measures separate data processing, such as inserting, modifying, deleting, and transferring data, according to the contracted purposes.

Analytics

Service usage metrics: Yes
Metrics types: Administrators and operations staff can register and track the metrics of current product instances to understand how they are being used
Reporting types: API access

Real-time dashboards

Regular reports

Resellers

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

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

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 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: Data is accessible through several export functions available in via the administration console and design tools.
Data export formats: Other
Other data export formats: BPMN 2.0
Data import formats: Other
Other data import formats: BPMN 2.0

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Other
Other protection between networks: IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a TD, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks.
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: Availability during a contracted month = Compensation
(% of monthly subscription fee for contracted month that is the subject of a claim)
<99.9% = 2%
<99.0% =5%
<95.00% = 10.0%
IBM will make a rebate directly available to Client. Further details at
https://www.ibm.com/software/support/saas_support_overview.html
Approach to resilience: Available on request
Outage reporting: Email notifications for scheduled changes

Identity and authentication

User authentication needed: Yes
User authentication: 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: IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Dedicated link (for example VPN)

Username or password

Audit information for users

Access to user activity audit information: Users contact the support team to get audit information
How long user audit data is stored for: Between 1 month and 6 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 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Bureau Veritas Certification Holding SAS
ISO/IEC 27001 accreditation date: 29 November 2021
What the ISO/IEC 27001 doesn’t cover: https://www.ibm.com/cloud/compliance
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 02/01/2020
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: The IBM CSA Star Self-Assessment can be viewed https://cloudsecurityalliance.org/star/registry/ibm-cloud/services/ibm-cloud-services/
PCI certification: No
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: https://www.ibm.com/uk-en/cloud/compliance/global

https://www.ibm.com/trust

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: IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months. IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

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: IBM maintains policies and procedures to manage risks associated with the application of changes to its Cloud Services. Prior to implementation, all changes to a Cloud Service, including its systems, networks and underlying components, will be documented in a registered change request that includes a description and reason for the change, implementation details and schedule, a risk statement addressing impact to the Cloud Service and its clients, expected outcome, rollback plan, and documented approval by IBM management or its authorized delegate.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: With each Cloud Service, as applicable and commercially reasonable, IBM will a) perform penetration testing and vulnerability assessments before production release and routinely thereafter, b) enlist a qualified and reputable independent third-party to perform penetration testing and ethical hacking at least annually, c) perform automated management and routine verification of underlying components’ compliance with security configuration requirements, and d) remediate any identified vulnerability or noncompliance with its security configuration requirements based on associated risk, exploitability, and impact. IBM takes reasonable care to avoid Cloud Service disruption when performing its tests, assessments, scans, and execution of remediation activities.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: IBM maintains and follows policies requiring administrative access and activity in its Cloud Services’ computing environments to be logged and monitored, and the logs to be archived and retained in compliance with IBM’s worldwide records management plan. IBM monitors privileged account use and maintain security information and event management policies and measures designed to a) identify unauthorized administrative access and activity, b) facilitate a timely and appropriate response, and c) enable internal and independent third party audits of compliance with such policies. IBM systematically monitors the health and availability of production Cloud Service systems and infrastructure at all times.
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: IBM: -maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law. -investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan. -promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred. -provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

Secure development

Approach to secure software development best practice: Supplier-defined process

Public sector networks

Connection to public sector networks: No

Pricing

Price: £831.00 a unit a month
Discount for educational organisations: No
Free trial available: No

Service documents

Request an accessible format

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Responsiv Solutions IBM Cloud Pak for Business Automation as a Service

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