Zaizi Limited

Enterprise Case Management

Zaizi, design, deliver and deploy cloud-based end-to-end Case Management solutions designed and configured for the specific business needs of your organisation.

We provide advice on best practice, standards and technology guiding you through the process from discovery through to implementation.

Features

• Enterprise Case, Workflow and Records Management
• Forms engine: rules builder, multi-page, custom fields, automation and integrations
• Modular service architecture supporting open standards, built on open source
• End to end, design, implementation, support
• Dashboards and MI
• Secure sign-in MFA

Benefits

• Available on a secure UK hosted cloud environment
• Deployable on Azure, AWS and Google Cloud
• Rapid deployment, configuration and implementation
• Optimise user experience
• Scalable enterprise solutions
• Open standards, ease of integration removes legacy application constraints

£350 to £1,400 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 sales@zaizi.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

431471398180179

Contact

Andrew Hawkins
0203 582 8330
sales@zaizi.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: NA
• System requirements: Web browser

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: 4 hours during the working day (9-5); Weekend - 24 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: Zaizi offer Level 2 and Level 3 support service supporting the application, platform and infrastructure as required. We operate under an ITIL model incorporating a Continual Improvement (CI) and automated testing approach. Support is offered for: Core Business Hours 9:00 – 17:00 Extended Business hours (not weekends and Bank Holidays),24/7 Support Via UK and Overseas Support Desk Zaizi prioritises all issues raised aiming to resolve within agreed response and resolution times. Typical response times offered. P1: Response 1hr, target resolution 4hrs P2: Response 2hr, target resolution 24hrs P3: Response 4hrs, target 5 business days
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We can provide training (virtual or extra for onsite). Train the trainer / super-user methods. We provide comprehensive user documentation and can provide ongoing support. Dedicated engagement from an onboarding team, often during Discovery.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Zaizi will support the extract of user data through a T&M charged off-boarding process. The exact details will be determined by the quantity and security level of the data and other client specific requirements. We expect to start the process three months prior to contract end where extension is not anticipated (subject to client availability).
• End-of-contract process: Off-boarding is standard part of our offer but is chargeable under our standard SFIA rate care and would be finalised once contract end and migration is confirmed with the client.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The only difference on the mobile application is the User Interface is different.
• 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: A service endpoint can be up and running in a few minutes, by a few clicks - enabling few modules and selecting what resources to be exposed. The REST module supports both basic and cookie based authentication; it supports all safe HTTP requests & methods. Some of these methods are safe, they are read-only. Hence they can never cause harm to the stored data, because they can't manipulate it. The safe methods are HEAD, GET, OPTIONS and TRACE. All other methods are unsafe, because they perform writes, and can hence manipulate stored data.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Interface, features customisable by Zaizi during design / deployment

Scaling

• Independence of resources: The solutions that Zaizi provide are scalable based on demand. The solutions we provide scale to ensure high performance. We have a high level of security in place to ensure separation of service between clients. When on boarding new clients Zaizi have an internal process to assess whether additional resources and capacity is required to provide the service we supply. For concurrent usage multiple nodes can be introduced and load balanced.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a number of basic metrics as standard. Dependent on the clients requirements, Zaizi can customise the system to show the required metrics.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

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)
• 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: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: Our solution is Cloud based. Cloud provers adhere to independently validated privacy, data protection, security protections and control processes. Cloud is responsible for the security of the cloud; customers are responsible for security in the cloud. customers control their content (where it will be stored, how it will be secured in transit or at rest, how access to their Cloud environment will be managed). Wherever appropriate, Cloud offers customers options to add additional security layers to data at rest, via scalable and efficient encryption features. Cloud offers flexible key management options and dedicated hardware-based cryptographic key storage
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Zaizi would take a data migration approach to this to export data out of the system using our standard tools and processes. This would be billable, please refer to SFIA Rate Card for pricing.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Zaizi provide high availability and disaster recovery using multiple level availability zones. The SLA’s are decided with clients based on their requirements and levels of support. The key factors when deciding these will be recovery time objectives and recovery point objectives.
• Approach to resilience: Zaizi has identified critical system components required to maintain the availability of the system and recover service in the event of outage. Critical system components (example: code bases) are backed up across multiple, isolated locations known as Availability Zones. Each Availability Zone runs on its own physically distinct, independent infrastructure, and is engineered to be highly reliable. Common points of failures like generators and cooling equipment are not shared across Availability Zones. Additionally, Availability Zones are physically separate, and designed such that even extremely uncommon disasters such as fires, tornados or flooding should only affect a single Availability Zone.
• Outage reporting: Zaizi use a number of monitoring tools based on clients requirements to detect and alert for outages. We use technologies such as, but not limited to Cloud Watch, Nagios, Pingdom and custom scripts. Alerts can be provided in a number of ways, but not limited to public dashboards, an API, email alerts. This is all dependant on customer requirements and what fit best.

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: There are roles and permissions that are assigned to users, restricting what access, rights and information they can have access to.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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: At least 12 months
• 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Qualitas Veritas
• ISO/IEC 27001 accreditation date: 4/11/21
• What the ISO/IEC 27001 doesn’t cover: Na
• 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
• Information security policies and processes: We are fully ISO27001 assured and follow standard procedures. Our processes are reviewed internally at management level at regular intervals during the year, including our Chief Exec and CSIO. Incidents are managed by our CSIO and by the process alerted to the Management team

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration management software is installed when new servers are provisioned. These tools are run on all hosts to validate that they are configured and software is installed in a standard manner based on host classes and updated regularly. Only approved Systems Engineers and additional parties authorised through a permissions service may log in to the central configuration management servers.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The service is delivered on the public cloud. The vulnerability management sub-principle and related processes within public cloud services are subject to audit at least annually under ISO 27001:2013, AICPA SOC 1, SOC 2, SOC 3 and PCI-DSS certification programs. These certifications are recognised by ENISA under the Cloud Certification Schemes. Zaizi implements full ISO27001 controls for the management and uses multiple sources (vendor, authorities and internet) to identify threats and then implement patches under P1 service request conditions.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The Zaizi platform runs on the public cloud platform. Cloud providers deploy (pan-environmental) monitoring devices to collect information on unauthorized intrusion attempts, usage abuse, and network/application bandwidth usage. Devices monitor: • Port scanning attacks • Usage (CPU, processes, disk utilization, swap rates, software-error generated losses) • Application metrics • Unauthorized connection attempts Near real-time alerts flag potential compromise incidents, based on cloud Service/Security Team- set thresholds.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management is either reported by the client or detected by our service desk and management tools. Once identified the incident is classified within our systems and managed within our SLA following full ITIL processes, with agreed escalation points and reporting to the client dependant on the level of severity. Upon request full incident reports will be provided for P1 events

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

  Zaizi have committed to Net Zero by 2050, in line with our carbon reduction plan. In 2022 Zaizi are Carbon Negative through offsetting whilst we implement measures to achieve Net Zero.
• Covid-19 recovery:

  Covid-19 recovery

  Zaizi support COVID-19 recovery through increased employment and development opportunities. We recruit nationally to provide opportunities in disadvantaged areas and non-traditional IT regions supporting Levelling-up agenda. We operate a remote / hybrid model for staff flexibility. We take on and train apprentices through our Zaizi Academy, along with membership of Kickstart and makers academy schemes.
• Tackling economic inequality:

  Tackling economic inequality

  We recruit nationally to provide opportunities in disadvantaged areas and non-traditional IT regions supporting Levelling-up agenda. We operate a remote / hybrid model for staff flexibility. We take on and train apprentices through our Zaizi Academy, along with membership of Kickstart and makers academy schemes.
• Equal opportunity:

  Equal opportunity

  We recruit for cognitive diversity. We actively recruit UK wide, using remote working as an opportunity to tap into areas traditionally less digitally; aware and a variety of techniques to engage in different ways. We use SFIA levels to drive salaries and promotions and award on merit. We publish salary bands across all SFIA levels, including the management team. For the most common grades (3 to 5) gender ratio and pay is equitable.
• Wellbeing:

  Wellbeing

  Wellbeing is at the forefront of our approach. We were a Finalist for ‘Best; Place to Work in Digital’ and we are committed to creating the best; working environment. Through one to one discussions, regular team and; company meetings and regular social events we encourage everyone to; have a voice. We provide flexible working arrangements for our staff, including full remote working and part time roles. We believe open communications drives wellbeing. Our internal communications programme ‘It’s OK to'' promotes the importance of talking, asking questions, taking regular breaks, finishing early, picking up; children etc.

Pricing

• Price: £350 to £1,400 a unit a day
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 sales@zaizi.com. Tell them what format you need. It will help if you say what assistive technology you use.