Restore Digital Limited

DocuWare Electronic Document Management System

DocuWare is a state-of-the-art platform that allows you to manage,
process and utilise business information centrally, quickly and
effectively. The comprehensive capabilities and functions of our
document management and workflow solutions can be integrated into
any IT system to digitise manual or paper based business processes from
any department.

Features

• Cloud EDM system
• Remote access from any PC, Tablet or mobile
• Forms module, e-signature integration
• Third party integration tool - Smart Connect
• Connect to office environment including email, Teams and SharePoint
• Audit reports and history of all interaction with data
• Auto retention rules customised to the organisation
• Workflow designer and intelligent indexing service
• Configurable Task List's per user or department
• Bar-code and QR code auto recognition and upload

Benefits

• Secure cloud access to business critical documents for staff
• Ability to scan and upload documents from various locations
• Link to the EDM system direct from the users application
• Access via email to store and search
• Users can process invoices and authorise documents in the system
• Automatic text recognition and OCR function for quick entry
• Users can electronically sign documents in the system
• Task Lists give users the visibility to see outstanding tasks
• Collaborative working on documents
• Automatic retention on documents for GDPR compliance

£15.00 to £50.00 a licence a month

• Education pricing available
• Free trial available

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

Framework

G-Cloud 14

Service ID

498699565509487

Contact

Lisa Crickmer
07971 068195
bids@restoredigital.co.uk

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: Microsoft Office 365 and Dynamics NAV; Open Accounts /Open Housing; Sage / SAP / Business Central; Iplan; Civica / Orchard; Qube; iSAMS; COINS; Scala; Sys Pro; Epicor; Dynamics GP
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No constraints. Maintenance and upgrades are automatic and outside of business working hours.
• System requirements:
  • Minimum HTML5 Browser
  • Access only via TLS protocol version 1.2
  • Microsoft Office 2013, 2016 and 2019, Windows8+
  • NET 4.5 or higher is required for DocuWare Request
  • API access for integration with third party systems
  • Mobile = IOS or Android

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Restore Digital operate our own in-house Technical Service Desk, acting as a central point of contact for all technical issues and queries. The Service Desk operates from 09:00-17:30, Monday to Friday (excluding bank holidays). Calls are logged in an ITIL compliant service desk system that facilitates prioritisation and automated escalation in line with contract SLAs. Tickets are assigned priority and we aim to respond within 2-4 Hours (Monday to Friday). Calls are allocated a unique service-desk reference number that link all subsequent queries.; ; Weekend support is provided by our software supplier directly.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: 1. Business Critical (2-hour response); 2. High Priority (4-hour response); 3, Medium Priority (10 Hours response); 4. Low Priority (2 Business Days); 5. Service Request (5 Business Days); ; Restore Digital annual support is changed at a % of the system cost per year, all above support levels are covered in this support. ; The severity of the problem is assessed when the ticket is created.; Restore do provide a Technical Account Manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Restore Digital provide Admin training, User training and Super User training. Training is provided on a train the trainer basis, and this can be delivered onsite or remotely via Microsoft Teams. Online training sessions are recorded for your convenience. Workshops with your team who will be using the system can also be arranged to capture cabinet security, document type and smart connect requirements. Our Technical Consultants hold all relevant DocuWare certifications which are renewed annually.; ; Bespoke training guides are provided along with interactive web tours and videos. DocuWare Cloud comes with an interactive online tutorial, which will show new users key functions of the system through an interactive session. This is performed automatically for new users.; ; Restore will support the transfer of knowledge to your IT teams, to ensure in-house configuration and administration can be completed.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customers are free to download all data with the DocuWare request application.; Restore Digital and DocuWare can help with this process.
• End-of-contract process: Customers are required to give 60 days cancellation notice. ; The contract model is based upon yearly subscriptions.; Users have 90 days to remove all data (images, documents and index values) after contract cancellation, before the system is shut down.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile application is configured to be user friendly and all core function are accessible on a mobile device.; Scanning of documents can be uploaded via mobile devices direct to Cloud system.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: For full information please see:; https://developer.docuware.com; ; The DocuWare APIs provide seamless flow of information between applications, departments and teams through flexible, secure and holistic integration.; ; The DocuWare Platform .NET API NuGet Package is a set of .NET assemblies which are used to simplify the access to the DocuWare Platform for .NET programmers. There is a list of functions and samples of code for the .NET API at https://developer.docuware.com; ; The DocuWare REST API for other types of programming using for example Node.js or Typescript. https://developer.docuware.com has an example project and postman testing collection.; ; The DocuWare Web Client Integration NuGet Package includes a toolset for generating URLs, which allows you to integrate DocuWare Web Client elements into your solution. You can then use these URLs in any application that can display web pages.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: For full information please see DocuWare Software Development Kit (SDK) at https://start.docuware.com/software-development-kit; ; The SDK tools link DocuWare to your enterprise software at various levels — from simple document display to server functions.; ; Anyone with the relevant access rights and ability can do these functions.; ; URL Integration:; Embed elements of DocuWare into your application as fully functional modules, including the user interface for documents, trays, file cabinets and more. For example, show your company logo alongside DocuWare components.; ; Platform Service:; This central API is open for programming of all kinds, from constructing your own apps to embedding file cabinets and other DocuWare resources as fully customized and branded extensions of your application.; ; Programmers' library:; Benefit from a DLL with documentation and templates for developers using C# in the .NET framework.; Workflow connection: Transfer values from other data sources in your company directly to DocuWare workflows.; ; Validation Service:; Before archiving or updating a document, DocuWare checks whether the document is indexed according to the criteria you programmed. The validation service is connected via a REST-based API.

Scaling

• Independence of resources: The system is hosted in Azure which offers extensive scalability and all customers receive their own unique URL and application. The system is not shared in any way.; ; DocuWare is implemented and appropriately scaled according to the number of users, access permissions and amount of data storage required.; ; Load balancing supports system scalability. DocuWare provide pre configured cloud server options which increase in size and power depending on user count for the system thus ensuring the correct resource is available for none interrupted services.; ; Guidelines are provided detailing expected requirements for equipment, number of users, complexity of solution workflows etc.

Analytics

• Service usage metrics: Yes
• Metrics types: The Cloud status can be monitored by real-time links; to the current Status, Performance & Storage of the system. ; ; live example below:; https://status.docuware.cloud/; ; Customers system status is displayed as well, per customer cloud instance. ; Example:; https://status.docuware.cloud/performance/Chart/a76f75d3-5de5-4ded-94ff-c3e4e589bb5a
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: DocuWare: Document Management Software

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: 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
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: Users can use DocuWare Request this allows individual documents or entire DocuWare file cabinets to be conveniently exported and saved.; Data can also be downloaded or saved directly from the system with a simple click and download button.; Both of these options are permission-based, and can be turned on and off per user.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • PDF
  • Original format
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • PDF
  • Tiff
  • Jpeg
  • CAD
  • Any image format
  • Any file type including audio and video
  • ZIP

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Continuous automatic monitoring of all processes takes place at the Microsoft Azure data centre. Any conspicuous incidents are automatically reported to DocuWare's system support. Monitoring includes:; Constant performance controls;; ; Regular complete tests of the DocuWare basic functions;; Statistical surveys of customer usage behaviour, for example on how many actions customers perform in a particular time window (e.g. document search and storage, login), in order to enable performance improvements.; ; In the event of irregularities, DocuWare's system support team intervenes immediately with 24/7 availability.; ; DocuWare is hosted on Microsoft Azure and is subject to a 99.5% uptime SLA for the underlying infrastructure.
• Approach to resilience: The system is sat in MS Azure.; The datacentre is in Dublin backed up in Holland.; Setup is available on request.; http://help.docuware.com/en/#b57864t64586n94423; https://azure.microsoft.com/en-gb/resources/resilience-in-azure-whitepaper/
• Outage reporting: A public dashboard and email notifications.; ; https://status.docuware.cloud/performance/

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: The DocuWare system is hosted in Microsoft’s Azure Datacentres.; Physical access is therefore vetted through Microsoft as well as through DocuWare via admin accounts with unique login, username and password.; ; Remote access to the host VM's is only available through scheduled and authorised remote access sessions from a pre-defined secure IP.; ; Support agents accessing the system have to formally request access and once approved then they are able to logon to a system for support.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 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: At least 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DQM Akademie https://www.dqm-akademie.de/
• ISO/IEC 27001 accreditation date: 31/12/2015
• What the ISO/IEC 27001 doesn’t cover: Unknown
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 31/12/2017
• CSA STAR certification level: Level 5: CSA STAR Continuous Monitoring
• What the CSA STAR doesn’t cover: This is covered by CSA; CSA: Cloud Control Matrix of the Cloud Security Alliance – Meeting all hosting requirements for security, privacy, compliance and risk management
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 9001:
  • ISO 15489-1:
  • ISO 27017:
  • German AO + GoBD:
  • Agencia Tributaria:
  • AICPA + SOC:
  • HIPAA:
  • BLI:
  • SOC2

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: AICPA Guide, Reporting on Controls at a Service Organization Relevant to Security, Availability, Processing Integrity, Confidentiality, or Privacy.; SOC 2SM Type 1 Security and Availability.; ; Management has established a reporting structure to provide the Board, senior management and functional managers with critical control and performance measurements on a frequent and regular basis. Additionally, there is an annual Strategic Planning meeting where company goals are defined and approved by the Board.

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: DocuWare has documented SDLC policies to manage the application change process. During implementation a full scope-of-works document is provided outlining all configuration elements within the system. This is the document upon which the system is developed and designed.; ; When a change request is submitted, the design document is cross-referenced to determine possible functional risks to making the change.; ; All system changes are checked and approved to ensure no security risks.; ; The standard operating procedures address security and availability commitments and requirements when making changes to applications and cover all activities from planning, design, implementation, testing, documentation, deployment and maintenance
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: DocuWare uses various types of monitoring software to identify and evaluate ongoing system performance, security threats, changing resource utilisation needs, and unusual system activity for the Cloud system, web servers and the team foundation server. This software sends a message to the operations centre and automatically opens an incident, problem, or change management “ticket” record when specific pre-defined thresholds are met. On a daily basis, the system administrator checks to determine whether notifications are working.; ; Vulnerability management controls such as patch management, intrusion prevention and detection and firewall monitoring for the DocuWare Cloud System are performed by Microsoft Azure.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: For the DocuWare Cloud system, Microsoft Azure manages the intrusion protection/intrusion detection systems and monitoring of the firewall, which protects against security and availability threats from sources outside the boundaries of the system. Patch management controls used to prevent the introduction of unauthorised or malicious software are handled by Microsoft Azure. Vulnerability management controls such as patch management, intrusion prevention and detection and firewall monitoring for the DocuWare Cloud System are performed by Microsoft Azure.
• 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: If there was an issue on the Microsoft side, then DocuWare will request a Root Cause Analyses (“RCA”) to obtain more information about the issue and to determine that Microsoft is prepared in the future. If service levels are not being met, then the Chief Technology Officer or Sr. Director Cloud and IT Services will contact Microsoft directly to follow up regarding the incident. ; ; Additionally, the operational issue meeting is used to discuss issues identified relative to security and availability criteria and to improve quality in operational functions. Customer Support also tracks average time for support calls for Cloud Services.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  During 2021, Restore launched “Restoring Our World”; our ESG strategy with a key commitment to become a Net Zero organisation by 2035 (Scope 1 & 2).; ; Based on three pillars: Our Planet, Our People and Our Business, the; strategy recognises the impact it has as a business on our world; and; that our services are critical to our customers’ own ESG ambitions. ; ; With high staff engagement we’ve achieved Planet Mark™ accreditation, providing external certification of our ESG plans.; ; Our supplier influence:; • Partnering with landlord and suppliers to reduce development impact on biodiversity. ; • Implementing a sustainable procurement policy. ; • Developing a Supply Chain Charter holding suppliers to our standards.; • Engaging supply chain on carbon footprint to collaboratively set; reduction targets. ; ; Our customer influence: ; • Help customers adapt to new operational methods towards our ESG goals. ; • Develop Net Zero products supporting customers scope 3 emissions. ; • Improve carbon and resource use reporting enabling Restore and our customers understand impact and improve. ; ; Local community influence ; • Championing local recruitment/apprentices. ; • Developing partnerships that make a difference. ; • Develop charity committee and objectives aligning with ESG goals. ; ; Restore have adopted annual Taskforce for Climate Related Financial Disclosure (TCFD) reporting, including climate scenario modelling.; ; Our commitment to the prevention of pollution, protection of the environment and improvement of environmental; performance/management is detailed in our approach to promoting; recycling amongst our staff and customers; staff training; fleet; management and minimising energy/water consumption. Our DR Data Centre supplier, LDeX, adhere to Data Centre energy management best practice and use 100% renewable electricity. Recently we changed processes from segregated local site transport capabilities to centralising one logistics team, to maximise efficient journeys. We are committed to complete electrification of fleet vehicles by 2030 with charging infrastructure installed across our; estate.

  Tackling economic inequality

  Restore recognises the impact of its operations on the environment,; responsibility to the communities it operates within and our obligations to people, suppliers, and other invested stakeholders.; Alongside supporting improving social value through our suppliers and customers with our solutions, we champion it within our local communities. This includes advocating local recruitment / apprenticeships, developing partnerships and forging charity committees with objectives aligning to community needs. Working with local Job Centre Plus offices, we provide employment opportunities for local people, and are introducing programmes to help disadvantaged people into work. We have strong relationships with local apprenticeship providers, having previously recruited IT Apprentices.; ; We are immensely proud of the work our teams do to support charitable and local causes, including employees undertaking monthly volunteering work and raising much-needed funds; for local charities. Over 90% of our suppliers are SMEs, and where; possible local to our sites. This has meant that we have a 30-day; payment term rather than an extended one, to ensure these SMEs; cashflows are not affected by working with us. ; ; We are actively increasing the diversity of the supply chain; (including entrepreneurs, mutuals etc) to broaden the businesses we support but also benefit from the innovation diversity can bring. We have a rigorous onboarding workflow for all new suppliers. This encourages diversity but ensures the organisations are scalable and can work with us in the longer term. The onboarding process includes risk assessments that extend to suppliers own ESG strategies. We assess all suppliers and contractors in line with this to ensure that suppliers understand our commitment to environmental protection and are supportive of it through their own corporate social responsibility.

  Equal opportunity

  Restore are committed to being a great place to work. Having an; engaged, capable, and diverse workforce is paramount to our success.; ; Key to this is establishing a culture where our people feel included and valued for their personal contribution regardless of role. We are fully committed to being a best practice employer and fully embrace Equal Employment Opportunities and Social Inclusion throughout our Recruitment and Employment practices. Our policies and procedures are annually reviewed to ensure we continually meet the highest standards. ; ; To facilitate this, we: ; • Engage and listen to our people directly as well as through forums and surveys. ; • Review candidate attraction methods to attract a more diverse population. ; • Review people policies and practices to ensure they are inclusive by design. ; • Support our talented workforce through learning and development opportunities.; ; To support equality, we have fair pay and are committed to paying; colleagues equally and fairly for the job they hold. Gender Pay Gap; reporting gives our business the impetus to look hard at how well we are achieving our objective. We have been focused over the last few years around improving gender balance and have seen strong improvement at a senior-level, with our Board now having 50:50 female:male representation, with 32% of senior leaders being female, up from 19%.; ; Restore endorses Inclusion Employment with practices such as; Orientation, Performance Review, Flexible-Work Arrangements and; Learning/Development programmes. Restore is committed to providing development and training opportunities for all so that:; ; • They have appropriate opportunities to develop. ; • Are supported at all levels.; • They acquire a range of knowledge and skills, specialist and general. ; • Employees maximise their potential within the workplace.; • They benefit from a skills-based pay structure. ; ; We use a variety of apprenticeships and are investing in colleague development this year.

  Wellbeing

  Restore are conscious that it can be difficult to balance the pressures of work and life. We’ve made diversity and inclusion part of our commitments to become an even more inclusive workplace and trained over 30 Mental First Aiders to support staff wellbeing. ; ; Ensuring we have fully qualified Mental Health First Aiders (MHFA) is one of the ways we provide help and support to colleagues who are worried about their mental health or worried about someone else’s. ; ; Restore have mental health first aiders positioned at every site who are available to staff including core Managers (SHE Manager) being trained in MHFA. They are trained to understand the different types of mental health issues someone might be experiencing, and how to provide help to prevent the issue from getting worse. They offer a non-judgemental space for colleagues to talk openly about what’s going on and a confidential ear to listen too. Our MHFA’s also raise awareness of mental health issues and help to reduce the stigma that is still experienced by many through ongoing education and support.; ; We have a specific stress management policy and toolkit for managers and all advice given is done from a wellbeing and occupational health angle. This is supported by the Wellbeing Space on the company intranet where staff can access resources to stay safe and well and our Wellbeing Community on Yammer where colleagues connect to make changes and support each other. The Community is a space to share thoughts and experiences and get help and support in taking positive action from others across the; company.; ; We have implemented a Health Assured Colleague Assistance Programme which is available to all staff (and immediate family), offering 24/7 confidential phone support from experienced; therapists and advisors covering all aspects of wellbeing (mental,; physical, financial).

Pricing

• Price: £15.00 to £50.00 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full cloud system.; 30-day free trial.; 250mb max upload space all modules included.
• Link to free trial: https://www.restore.co.uk/Digital/Services/Document-Management/Docuware

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