CONTIEM LIMITED

Congility Content Server

Congility Content Server enables dynamic delivery of content/documentation to any device or platform.
You can deliver content to end-users via browser based portals, dedicated apps and Content-as-a-Service applications. Content types include; reference/training documentation, online help, etc.
It works primarily with XML/DITA format content, but supports other structured/unstructured formats (e.g. PDF..).

Features

• Dynamic multi-channel delivery of content
• Online collaboration on content
• Full analytics
• Personalisation - Deliver relevant content based on user profile
• Content delivery to Mobile/Desktop apps with offline access
• Knowledge base creation
• Powerful indexing and search
• Intuitive navigation based on metadata and semantic markup
• Enable users to create content remotely
• Based on open and extensible technology

Benefits

• Create content once and dynamically deliver it to multiple platforms
• Enable users to collaborate on content in real time
• Ensure users always have the latest/correct versions of content
• Save users time by delivering relevant/personalised content
• Help users find the content they need quickly and easily
• Users on the move can access even when offline
• Improve your content by seeing which content is being used
• Improve your content by seeing what users are searching for

£15,320 to £89,900 a licence a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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

Framework

G-Cloud 14

Service ID

519037197208588

Contact

Joe Girling
02087228400
girling@contiem.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 as an extension to an existing website or web CMS, e.g. to deliver technical content within a website.; Can be used as a content delivery add-on to a Component Content Management System (CCMS) (e.g DITACMS, EasyDITA) or a Source Code Management System (SCMS) (e.g. GitHub).
• Cloud deployment model: Private cloud
• Service constraints: None.
• System requirements:
  • Can be provided as SAAS or on-premise
  • For on-premise - Server requires a minimum of 4 Cores
  • For on-premise - 4GB Ram and 100GB of storage
  • For on-premise - required software is CentOS Linux.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our Service Desk is manned Monday through Friday 9:00 am to 5:30 pm. ; ; Mekon respond to Customers within the following times and according to the assigned Priority Levels, Mekon make best efforts to return a call within the Initial Response Time (IRT) and will resolve issues within the Target Fix Times (TFT).; ; Priority 1 (System Failure), IRT 1 hour, TFT 48 hours. Priority 2 (Critical Issue), IRT 2 hours, TFT 5 days. Priority 3 (Urgent Issue), IRT 1 day, TFT Next Release. Priority 4 (Enhancement), IRT 1 day, TFT Next release.; ; We offer extended 24x7 support at incremental cost.
• 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: Standard Target Response and Resolution Times, which are included within the licence price of the service.; ; MEKON will respond to Customer within the time periods below and according to the Priority Level of the issue, MEKON will make best efforts to return a call within the Initial Response Time and will resolve issues within the target resolution times set forth below.; ; Monday through Friday 9:00 am (●UK Timezone) - 5:30 pm (●UK Timezone).; ; 1. System failure/System down.; ; Response within 1 hour. Resolution within 48 hours.; ; 2. Critical issue – Software failure where most users cannot proceed normally.; ; Response within 2 hours. Resolution within 5 days.; ; 3. Urgent issue – Software failure but workaround exists.; ; Response within 1 day. Resolution in next release.; ; 4. Not urgent / Enhancement Developer pre production enquiries.; ; Response within 1 day. Resolution as mutually agreed.; ; - Customers can easily track/log all customer support questions.; ; - A dedicated technical account manager or cloud support engineer can be provided on request.; ; - Enhanced support services can be provided.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Typically users are provided with standard documentation and online training to start their usage of Congility Content Server.; ; Depending upon user requirements additional onsite training can be provided at additional cost.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All data is stored in XML and can be easily extracted, if required, at the end of a contract.
• End-of-contract process: Notification is given and help is offered to migrate data into new services if required.

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
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service can be accessed via mobile app and/or mobile web.; The Mobile app enables users to take content offline, but ensures they have the most up to date content versions, and syncs any users activity (notes, content visited, etc), when the user goes back online.; This makes the Mobile app ideal for field based users, who need to reliably access content in poor connectivity or offline environments.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Customer support portal based on JIRA. Users can open support tickets via the portal.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: None to date
• API: Yes
• What users can and can't do using the API: Service uses a RESTful API to integrate with other applications for example; CRM, ERP, Identity Management, etc.; API can also be used to create embedded content delivery applications for example; help systems and tools tips.; It can also be used to create Content-as-a Service type applications.; No limits to API access.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All aspects of the service are customisable using the RESTful API.; Users can customise the service or MEKON can customise the service for the users.

Scaling

• Independence of resources: Congility Content Server effectively load balances and scales.; ; Congility Content Server SAAS hosting is architected as multi-master. The system has load balancers servicing a number of backend nodes which will tolerate a failure and recovery of one the nodes.; ; Congility Content Server servers are monitored using Icinga. The monitoring software can be installed by the customer should they want to monitor servers this way.; ; - National Health Service (NHS) Drug tariff portal has been operating for more than 36 months with no unplanned downtime. The portal receives around 1,400 visitors and 8,000 peak page views per 10 hour work day

Analytics

• Service usage metrics: Yes
• Metrics types: Customisable range of analytics reporting features are available including:; - Number of times content is accessed; - Hits on the site; - Individual user access to specific documents; - Searches used by end users
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

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
• 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: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Data can be exported in XML, HTML or PDF.
• Data export formats: Other
• Other data export formats: XML, PDF, HTML
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • XML
  • DITA
  • PDF
  • Markdown
  • HTML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Congility Content Server as a hosted service provides an availability of 99.9%. All servers and services are monitored for both system and server availability on a 24/365 basis. Automatic alerts will be generated in the event of server or service loss which is detectable by remote polling.; ; Network and Infrastructure outages will be responded to within two hours of notification within normal business hours, and four hours outside these times. Note that such notification is normally generated internally from our operations centre and that response times are typically much faster.; Individual server outages and server hardware failures (for rented or facilities managed servers) will be responded to in four hours and eight hours respectively. Planned Outages will be notified to you wherever possible on a minimum of 2 days notice. We will make best efforts to ensure there are no more than two planned outages in any month, no more than six in one year, and that the cumulative time does not exceed six hours in any year.
• Approach to resilience: Congility Content Server SAAS hosting is architected as multi-master. The system has load balancers servicing a number of backend nodes which will tolerate a failure and recovery of one the nodes.; Backups of data are taken every 12hrs and held on a separate failover site.; Congility Content Server has had no unplanned outages since inception.Server Uptime examples; - National Health Service (NHS) Drug tariff portal has been operating for more than 24 months with no unplanned downtime on Congility hosted servers. The portal receives around 1,400 visitors per 10 hour work day. Pageviews peak at around 8,000 per 10 hour work day ; - The Siemens Mobility train maintenance application has been operating for more than 6 months with no unplanned downtime. The application runs on Siemens hosted servers.
• Outage reporting: Congility Content Server servers are monitored using the Icinga application. This monitoring software can also be installed by the customer should they want to monitor servers this way.; Outage reporting can be via email alerts, API and/or custom dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Congility Content Server supports both the OAuth and SAML SSO standards for identity management and single sign on.; ; Open/Public access can also be configured.
• Access restrictions in management interfaces and support channels: Congility Content Server support roles and groups for user permissions. Roles can control available functionality within a portal, and also access to specific content.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: SAML 2.0 supported

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO 9001 certified company
  • Preparing for ISO/IEC 27001 certification

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Currently implementing ISO/IEC 27001:2013.
• Information security policies and processes: Published Information Security Policy and Business Continuity Plan within our ISO 9001 certification.; ; Currently implementing ISO/IEC 27001:2013.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A small team, hence Change Management is currently informal, but implementing ISO/IEC 27001:2013.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Currently implementing ISO/IEC 27001:2013.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Currently implementing ISO/IEC 27001:2013.
• Incident management type: Supplier-defined controls
• Incident management approach: Our Security Management Policy provides for notification and reporting of incidents.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: NHS Network (N3)

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  Contiem/Mekon embraces diversity and will seek to promote the benefits of diversity in all of our business activities. We will seek to develop a business culture that reflects that belief. We will seek to widen the media in which we recruit to ensure as diverse an employee and candidate base as possible. We will strive to make sure that our clients meet their own diversity targets.; Contiem/Mekon is committed to diversity and will promote diversity for all employees, workers and applicants and shall adhere to such a policy at all times. We will review on an on-going basis all aspects of recruitment to avoid unlawful or undesirable discrimination. Contiem/Mekon will treat everyone equally irrespective of sex, sexual orientation, gender reassignment, marital or civil partnership status, age, disability, colour, race, nationality, ethnic or national origin, religion or belief, political beliefs or membership or non-membership of a Trade Union or spent convictions, and places an obligation upon all staff to respect and act in accordance with the policy. Contiem/Mekon is committed to providing training for its entire staff in equal opportunities practice. ; ; Contiem/Mekon shall avoid stipulating any unnecessary requirements which would exclude a higher proportion of a particular gender, sexual orientation, age, religion or racial group or which would exclude disabled job applicants; and will avoid prescribing any requirements as to marital or civil partnership status.; ; Contiem/Mekon shall not discriminate unlawfully when deciding which candidate/temporary worker is submitted for a vacancy or assignment, or in any terms of employment or terms of engagement for temporary workers. The Company will ensure that each candidate is assessed only in accordance with the candidate’s merits, qualifications and abilities to perform the relevant duties required by the particular vacancy.; ; Contiem/Mekon will not accept instructions from clients that indicate an intention to discriminate unlawfully.

Pricing

• Price: £15,320 to £89,900 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Pilot or POC applications can be built for larger projects.; They will feature:; Flexible but limited content set.; Flexible but limited time period.; Limited number of users.

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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