TELIC DIGITAL LIMITED

AI Powered Workflow Automation

Tungsten TotalAgility uses artificial intelligence to automate content-intensive workflows and provide real-time operational insight. The platform combines AI, document processing, and process orchestration in a single end-to-end solution, enabling organisations to standardise and automate complex business processes. This helps reduce manual effort, improve efficiency and enhance user experience,

Features

• Real-time reporting dashboards provide visibility
• Secure remote access enables users to work from any location
• AI-powered document processing automates data capture and classification
• End-to-end workflow orchestration manages complex processes
• Cloud-native architecture supports scalability, resilience, and high availability

Benefits

• Automate manual tasks to speed up end-to-end business processes
• Access workflows remotely to support flexible and mobile working
• Gain real-time insights to monitor performance and identify bottlenecks
• Reduce processing errors through consistent automated workflows
• Handle high document volumes without increasing operational staffing

• 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 nick.scarff@telic.digital. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

526583306760259

Contact

Nick Scarff
07879427349
nick.scarff@telic.digital

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: The service requires network connectivity and access to supported web browsers for full functionality. Integration with existing systems may depend on the availability and quality of customer-provided APIs or interfaces.
• System requirements:
  • Modern supported web browser required for service access
  • Reliable internet connection required for cloud-based functionality
  • User devices must support secure authentication and encryption
  • Anti-virus software required on buyer-managed user devices
  • Accessible APIs required for integration with existing systems
  • Role-based user accounts required for secure access control

User support

• Email or online ticketing support: Yes
• Support response times: SLAs based on issue severity from 2 hours to 8 hours in normal UK working hours and days.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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 support, Monday to Friday, 9AM to 5PM; Pricing is based on implementation complexity, user base and modules.; Alternative support models available, price dependent on model.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Users are supported during onboarding through structured service setup, configuration, and knowledge transfer activities. This includes access to user documentation, configuration guides, and technical reference materials.; ; Training can be delivered remotely through online sessions and workshops. Onsite training can be provided where required, subject to agreement. Ongoing support and guidance are available to help users adopt and use the service effectively.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract, users can extract their data using standard export tools and APIs provided by the service. Data can be exported in commonly used, machine-readable formats to support reuse and migration to another service.; ; Where required, supplier support can be provided to assist with data extraction and secure transfer. Data retention and deletion are managed in line with contractual and regulatory requirements.
• End-of-contract process: End-of-contract process; ; At the end of the contract, the service enters an agreed exit period. During this time, users can extract their data using standard export tools and APIs. Access to the service remains available for data extraction and transition activities for the agreed period. After contract completion, data is securely deleted in line with contractual, security, and regulatory requirements.; ; What’s included in the contract price; ; The contract price includes standard service access until the contract end date and the ability to export data using built-in tools and APIs. Standard documentation relating to data structures and exports is also included.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Some advanced configuration, administration, and design functions are optimised for desktop use and may have limited usability on smaller mobile screens. Feature availability and performance may vary depending on device screen size and browser capabilities.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service is accessed through a web-based user interface available via supported browsers. The interface provides role-based access to workflows, case management, dashboards, and administrative functions.; ; In addition, the service exposes APIs to support system integration and automated data exchange with external applications.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The service interface has been tested using common assistive technologies, including screen readers and keyboard-only navigation, during product development and quality assurance activities.; ; Accessibility testing focuses on usability, navigation, and compatibility with supported browsers. Additional user testing with assistive technologies can be carried out during implementation to meet specific buyer accessibility requirements.
• API: Yes
• What users can and can't do using the API: The service provides REST-based APIs that allow users to integrate TotalAgility with external systems. Users can configure integrations, submit documents and data, trigger workflows, create and update cases, retrieve processing results, and access operational status information. APIs support secure, automated data exchange between the service and buyer systems.; ; Users can use the API to configure integrations, register applications, authenticate connections, and enable automated process initiation. Initial service provisioning, platform installation, and core environment configuration are not performed through the API and are completed during onboarding.; ; Users can use the API to update case data, manage workflow states, submit additional content, and retrieve updated results. Changes to business data and process execution can be automated through API calls once the service is configured.; ; API limitations; ; The API does not support changes to core platform configuration, system architecture, security policies, or user interface design. Complex workflow design, AI model configuration, and administrative setup are performed through the service interface or during managed configuration activities. API usage is subject to authentication, authorisation, and rate-limiting controls.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: What can be customised; ; Users can customise workflows, business rules, document processing configurations, case types, user roles, dashboards, and integrations with external systems. Branding, form layouts, and notification content can also be configured.; ; How users can customise; ; Customisation is carried out using built-in configuration tools, low-code design interfaces, and administrative settings available through the service user interface. APIs can also be used to support integration-related configuration. More complex changes can be implemented during managed configuration activities.; ; Who can customise; ; Customisation is performed by authorised users with appropriate administrative or configuration permissions. This typically includes trained customer administrators or supplier specialists, depending on the complexity of the change.

Scaling

• Independence of resources: The service uses logical tenant separation and resource management controls to isolate users and workloads. Capacity is monitored and managed to prevent one user’s demand from impacting others.; ; Cloud infrastructure supports scalable resource allocation, performance monitoring, and alerting to maintain service stability. Service limits and controls are applied to protect availability for all users.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides usage and operational metrics through built-in dashboards and reports. Metrics include workflow volumes, processing times, case status, document throughput, and system performance indicators.; ; Metrics are available in near real time and can be accessed by authorised users to support monitoring, reporting, and service management.
• Reporting types: Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Tungsten Automation

Staff security

• Staff security clearance: Other security clearance
• 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 CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can export their data using built-in export tools and secure APIs. Data is provided in commonly used, machine-readable formats to support analysis, reuse, and migration to other services.; ; Exports can be performed by authorised users and may be supported by supplier assistance if required.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • JSON
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • PDF

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Service availability; ; TotalAgility Cloud is designed for high availability and is hosted on resilient cloud infrastructure with redundancy and monitoring to minimise service disruption. Availability targets are defined within the service agreement.; ; Service level agreements (SLAs); ; Availability SLAs, including service uptime targets, planned maintenance arrangements, and service measurement methods, are set out in the contract. Availability is monitored continuously, and performance is reported to authorised users.; ; Service credits and refunds; ; If the agreed availability levels are not met, service credits may apply in accordance with the contractual SLA. Service credits are calculated based on the level and duration of the service impact and are applied as a credit against future charges. Financial refunds are not provided unless explicitly agreed in the contract.
• Approach to resilience: Service resilience; ; TotalAgility Cloud is designed for resilience using cloud-native architecture and managed services. The platform uses redundancy, monitoring, and automated recovery mechanisms to reduce the impact of component or service failures. Regular backups and tested recovery procedures support service continuity.; ; Datacentre resilience; ; The service is hosted in secure cloud datacentres with resilient power, cooling, and network connectivity. Datacentres use physical security controls, redundancy, and geographic separation to support high availability. Detailed datacentre design and locations are available on request.; ; Operational resilience; ; Capacity management, patching, and maintenance are planned to minimise service disruption. Resilience is supported through monitoring, alerting, and incident management processes aligned with recognised industry best practices.
• Outage reporting: Service availability and incidents are communicated through service notifications and support channels. Users are informed of planned maintenance and unplanned outages in a timely manner. A public facing dashboard shows service uptime.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access restrictions in management interfaces and support channels; Describe how you restrict access in management interfaces and support channels.
• 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)
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Follow th principles of ISO/IEC 27001
• Information security policies and processes: The service follows documented information security policies and processes covering risk management, access control, data protection, incident management, vulnerability management, and business continuity.; ; Policies are aligned with recognised industry standards and are reviewed and updated regularly. Security responsibilities and processes are supported by training, monitoring, and audit activities.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management; ; Configuration items for TotalAgility Cloud, including application components, infrastructure services, and integrations, are identified and tracked throughout their lifecycle using configuration records and version control. Changes to configuration items are logged, reviewed, and auditable.; ; Change assessment and security impact; ; Proposed changes are assessed for technical, operational, and security impact before implementation. This includes evaluating potential risks to confidentiality, integrity, and availability. Changes are approved through defined change control processes and tested prior to deployment. Security-related changes are prioritised and monitored following release.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management approach; ; Potential threats to TotalAgility Cloud are assessed through continuous security monitoring, vulnerability scanning, penetration testing, and risk assessment activities. Identified vulnerabilities are evaluated based on severity, exploitability, and potential impact on service confidentiality, integrity, and availability.; ; Security patches and updates are prioritised according to risk. Critical security patches are deployed as soon as practicable following testing, with less critical updates scheduled through standard change management processes to minimise service disruption.; ; Information about potential threats is obtained from multiple sources, including vendor security advisories, cloud provider notifications, vulnerability databases, threat intelligence feeds, and industry best-practice guidance.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Potential compromises are identified through continuous monitoring of system logs, security events, and service metrics across the application and supporting cloud infrastructure. Automated alerts and correlation rules are used to detect suspicious activity, anomalous behaviour, and indicators of compromise.; ; When potential compromises are identified, incident response procedures are initiated. This includes triage, investigation, containment, and remediation activities to reduce risk and restore normal service. Affected users are informed in line with contractual and regulatory requirements.; ; Incidents are responded to according to severity-based response targets. High-severity security incidents are prioritised for immediate investigation and response, with ongoing updates provided until resolution.
• Incident management type: Supplier-defined controls
• Incident management approach: TotalAgility Cloud operates documented incident management processes with predefined procedures for common operational and security events, such as service outages, performance degradation, and security incidents.; ; Users can report incidents through established support channels, including a service desk or designated support contact. Incidents are logged, categorised, prioritised, and managed according to severity-based response processes.; ; Incident reports are provided to users as appropriate, including incident summaries, impact assessments, actions taken, and resolution details. Post-incident reviews are conducted for significant incidents to support continuous improvement.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Included: Limited licencing, environment provisioning, basic configuration; Not Included: More complex configuration and application integration; Time Period: typically 30- 60 days

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 9%
• Between £500,001 and £1,000,000: 11%
• Between £1,000,001 and £2,500,000: 19%
• Between £2,500,001 and £5,000,000: 27%
• Over £5,000,001: 30%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 61cb3570-7332-432f-85ea-b4be6cf9832e
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• 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
    • 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
    • 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
    • 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 educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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

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 nick.scarff@telic.digital. Tell them what format you need. It will help if you say what assistive technology you use.