SYNAPPS SOLUTIONS LIMITED

Alfresco Enterprise Content Management (ECM) Cloud Service

SynApps Solutions Electronic Content Management Cloud Services (ECM) is based on Hylands Alfresco Digital Business Platform offering best of breed Enterprise Content Services, providing a modern browser based solution which enables organisations to manage their documents and meet statutory compliance needs, providing a cost effective document collaborative platform.

Features

• Capture and management of all types of electronic content
• Capture of scanned images, and MS Office documents
• Capture of rich media such as images, video and audio
• Easy integrated with line of business applications
• ECM features a high performance search and retrieval engine
• Provides mark-up and annotation tools for note taking
• Highly secure platform with multiple layers of control
• Intuitive Collaboration features
• Available as an Assured or Elevated Cloud-Platform service
• Records Management

Benefits

• Substantial cost savings for management of enterprise content & documents
• Provides basis for implementation of electronic record management processing
• Highly scaleable, on-demand solution
• Assured Security. Highly resilient Tier3, UK sovereign data centres
• Format Agnostic
• Enables legislative records compliance such as GDPR
• Fully auditable platform
• Cloud Content Services
• Enables Information Lifecycle Management
• Document Management

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 info@synapps-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

433093091026081

Contact

James Paton
+44 (0)8702 405143
info@synapps-solutions.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Document

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Service is available on AWS public cloud, Azure public cloud or private / hybrid cloud deployments. Support availability 08:30am - 5.30pm. Mondays - Fridays excluding UK Bank Holidays as standard. Maintenance changes are scheduled outside business hours and with agreement with customer
• System requirements:
  • Windows 10, 11 on the users desktop environment.
  • Mac OSX

User support

• Email or online ticketing support: Yes
• Support response times: We aim to assess and respond to ALL Priority 1 incidents within 1 hour when raised during the normal business hours of 08:30-17:30, excluding Bank Holidays and Weekends.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 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: SynApps Solutions standard support includes Service Managers, Infrastructure Engineers, and Application Support Engineers operated out of our UK based support office. We aim to assess and respond to ALL Priority 1 incidents within 1 hour when raised during the normal business hours of 09:00-17:30, excluding Bank Holidays and Weekends. ; ; Out of hours on-call support is available at extra cost. ; ; Please see our service definition document for a complete breakdown of our service levels.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: All new customers are assigned a Project Manager that will provide planning, proactive support and advice for the initial onboarding of the service. This will lay out timelines and procedures for the enablement of the platform for the customer. During this period the Project Manager will be responsible for engaging the assigned Service Manager to the customer and preparation of key service documentation. Additional services may be explored as required to engage additional training or configuration tweaks to the service.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The customer has complete complete control on how their data is exported although additional costs to perform the export may apply.; ; A typical exit process would be as follows from the hosted environment on request, extract the data from the repository and provide the configuration source files. The extracted data will be typically provided in XML format for data and original native format for the content files. In addition any implementation source code/configuration for the solution will be exported from the code repository and supplied along with the data.
• End-of-contract process: We will return all your data and materials which cannot be deleted or exported by you, typically we will provide it in the form of a "as is" snapshot of the repository. A more complete export which required the manipulation of the data from original structure in the repository will attract additional exit fees.; ; We will not penalise you for terminating your contract with us unless specifically stated in the Service Definition and within the first year. We will also return all of your confidential information, unless there is a legal requirement that we keep it.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Documents are made available in PDF form and are readable by screen readers and can be adjusted to larger fonts and different colour contrasts.

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: Alfresco is available via the Mobile Content Services Application. Which allows core functionality to edit and share vital content whilst on the move.
• Service interface: No
• User support accessibility: WCAG 2.2 A
• API: Yes
• What users can and can't do using the API: Alfresco is a Java-based technology and is deployed on standard Java EE technology (e.g. Apache Tomcat). Integration with other systems is via multiple mechanisms but includes Web Services and RESTful APIs for access to and from other technologies such as .NET.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Additional configuration can be added in to the service in the following forms. For example custom meta-data specific to a customer's business requirements. In addition business specific Workflows can be configured and added to the service to augment existing business processes. This configuration would be carried out by the Supplier on the customer's behalf.

Scaling

• Independence of resources: Resources provided for the service are provisioned on uncontended infrastructure.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide standard KPI's for the services which include but are not limited too the following: -; * User Usage, including monthly logins, peak sessions, login failures.; * Platform performance in the form of Network throughput, CPU & Memory Usage; * Storage use.
• Reporting types:
  • API access
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: All data is encrypted when at rest.
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: The user interface provides users with the ability to perform one-off exports as required, or if a bulk export this can be arranged with our professional service's teams.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • All content is exported in its native format.
  • Custom options to be agreed.
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • Custom formats to be agreed, subject to additional cost.

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
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.95%
• Approach to resilience: Our service is deployed across a number of zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware).
• Outage reporting: All outages will be reported via email notifications service. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Service Manager will proactively contact customers as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • 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: Alfresco verifies that a user is who they claim to be. A user’s credentials can take many forms and can be validated in a number ways. For example, a password validated against an LDAP directory, or a Kerberos ticket validated against a Microsoft Active Directory Server, it may integrate with the Java Authentication and Authorization Service (JAAS). A user ID can also be presented as an HTML attribute over HTTPS to integrate with web-based single-sign-on solutions, this maybe extended to write your own authentication integration. Alfresco also offers support for SAML.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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 6 months and 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: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

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: As part of ISO 27001 certification we maintain a formal Information Security Management System, under which we maintain our Information Security Policy. The information security policy approval is conducted as part of the quarterly management review meetings which is driven by at least two directors and the Security and Compliance Manager. Our Information Security Policies are subjected to a regular internal audit for which we have a pre-defined schedule of areas of the ISMS (ISO 27001) which are to be audited. The schedule ensures that all areas of the ISMS Scope is audited at least annually and, in some areas, twice a year. This is to ensure that appropriate adoption of the policy is monitored within the organisation. The auditor may be an individual within the organisation appointed to audit a specific area of the business.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: SynApps Solutions has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with best practise with ITIL and in-line with the change control procedure defined in our ISMS as part of our ISO27001 accreditation. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation.; ; Typically as part of the onboarding service where the customer has specific change control procedures then we will integrate with these.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: SynApps Solutions vulnerability management policy and process, which has been implemented, maintained and assessed in accordance with the guidance from the ISO27001 standards. SynApps Solutions receives regular updates where from the vendor suppliers, taking action where and when it is appropiate to the service. For other systems and software we monitor news letters published by our partners and reports published by industry standard news outlets to promptly identify and evaluate any emerging vulnerabilities which require our attention.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Following best practice from the National Cyber Security Centre, SynApps Solutions protects the proposed platform with enhanced protective monitoring services (SIEM). Protective Monitoring is pro-actively operated by our partner Falanx Assuria whose approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, audit monitoring, boundary traffic where not covered by UK Cloud, suspicious activities, network connections amongst many others. All alerts are immediately notified to the SynApps Solutions infrastructure team for prompt investigation.
• Incident management type: Supplier-defined controls
• Incident management approach: SynApps Solutions has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by SynApps Solutions personnel, and incidents identified and reported to SynApps Solutions by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Monday 12 June 2023
• What the ISO/IEC 27001 doesn’t cover: Nothing
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Sunday 10 March 2024
• What the ISO 9001 doesn’t cover: Nothing
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 76760ab7-b019-4ec9-9101-22059541d6c3
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: E63056d3-2fac-48a4-8e16-33150c4df42c
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 info@synapps-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.