OpenText Content Suite Platform for UK G-Cloud
Secure enterprise content management (ECM) system. Manages the flow of information from capture to disposition. Information governance to address increasingly complex and dynamic regulatory landscapes. Optional Discovery, Analytics, Data Insight and migration modules. Option to bring your own license – Content Suite Platform or Documentum.
Features
- Cloud, on premise and hybrid deployment options, bring your own
- Version control, retention rules, legal holds, audit trails
- Integration with Microsoft Office and O365 applications
- Business Process Library consisting pre-configured, pre-deployed business solutions
- Search structured and unstructured content via a single user interface
- Business workspaces and 3rd party collaboration, Social, Collaborative workspaces
- Document and Case Management with Workflow and Collaboration
- Certified Records and Document Management, Content Lifecycle Governance, Security
- Information Management for all Public Authorities Including Police Evidence Management
- Widgets, templates APIs and CMIS REST interfaces
Benefits
- Assist with regulatory compliance including GDPR, reduce risk
- Includes anywhere, anytime access, including offline
- Content is easily located and efficiently managed improving user adoption
- Improve end user productivity by rapidly delivering the right information
- Utilise enterprise information in the context of relevant business processes
- Effective, consistent security and privacy controls
- Defensible deletion
- Integrations to applications ERP/CRM deliver single source of the truth
- Predictable operating cost, lower TCO
- UK and EEA hosting services
Pricing
£79.77 a user a year
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
3 5 5 4 5 2 8 5 2 4 3 3 1 7 8
Contact
OpenText Corporation
Gideon Jones
Telephone: 01189848000
Email: gjones@opentext.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 and an add-on to other OpenText software services such as Extended ECM.
- Cloud deployment model
- Private cloud
- Service constraints
- Prior to agreeing contract, buyers should contact OpenText to confirm terms, solution and scope.
- System requirements
- Not applicable. 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
- 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
-
Please contact your OpenText representative for details.
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
• 8 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
• Unspecified 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.
OpenText can also provide a customer Onboarding Manager. The Oboarding Manager helps to ensure that the service is provisioned in line with customer expectations and may facilitate the handover of the service to the customer. - Service documentation
- Yes
- Documentation formats
- End-of-contract data extraction
- Please refer to the Contract Terms. 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.
Data can be extracted through normal Application Interfaces and APIs.
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
- Browser interface.
- Accessibility standards
- WCAG 2.1 A
- Accessibility testing
-
OpenText Content Server 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. We are currently working towards WCAG 2.1AA compliance.
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. - API
- Yes
- What users can and can't do using the API
-
The API is available for End Users (restrictions apply). There are REST and SOAP API's available. Any interaction with the API would need to be agreed and designed and/or approved by OpenText Professional Services.
Additionally 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
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
-
This would be agreed between the customer and OpenText Professional Services depending on the customisation required at an extra cost.
Users can also personalise the User Interface to suit preferences.
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, in progress, waiting and resolved.
• Usage summary of any additional and optional support programs or services the customer is subscribed to.
• Metrics and other items as in the Cloud Services Agreement
A distinction will be made in the report between support, product, consultancy, and training requests.
Additionally, Audit information and dashboards for key measurements are available. - Reporting types
- Regular reports
Resellers
- Supplier type
- Not a reseller
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 application download features to download data.
- Data export formats
- Other
- Other data export formats
-
- Application dependent exports.
- Customer specific exports (at an agreed additional cost).
- Data import formats
- Other
- Other data import formats
-
- This is dependent on source format.
- Almost any digital format is supported.
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 / 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 a high availability option.
- Approach to resilience
- All OpenText datacenters are TIA942 Tier 3+ compliant. We also provide disaster recovery datacenters when contracted to do so.
- 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)
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
- 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.
This certification process is renewed regularly. - 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
-
SSAE-18 SOC 1 Type II
SSAE-18 SOC 2 Type II
SSAE-18 SOC 3 - 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 organisations 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
- 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
- Fighting climate change
-
Fighting climate change
OpenText is committed to enabling our customers digital transformations, to become more efficient and reduce their environmental impacts through the use of our products and services. All of our products are delivered digitally, thus we have no need for manufacturing or packaging. Enterprise Information Management solutions by OpenText provide climate solutions for our customers by virtualizing servers, and condensing storage requirements. OpenText solutions enable organisations to extract data so that they can digitise their business processes and minimise their reliance on paper.
Pricing
- Price
- £79.77 a user a year
- Discount for educational organisations
- No
- Free trial available
- No