Docstore Document Archive

Service scope

Software add-on or extension: No
Cloud deployment model: Private cloud
Service constraints: In browser document view requires a modern browser ie edge, chrome, firefox or safari, users of older or less functional browsers will have the option to download documents instead.
System requirements: Internet connection

Modern web browser

User support

Email or online ticketing support: Email or online ticketing
Support response times: Within 1 working day
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
Web chat support: Web chat
Web chat support availability: 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
Web chat accessibility testing: No extra testing beyond WCAG.
Onsite support: Yes, at extra cost
Support levels: Support Levels
Client/User Support
Our software solutions have an inbuilt help facility that enables users to report any issues, or request further assistance via email.

Primary support is provided Monday to Friday between 8am and 5.30pm.
Out-of-hours support (including weekends) can be arranged to suit particular client needs, at an additional cost.

Our software is likely to be in use during core working hours, so out-of-hours support is not ordinarily required.

System Support
Where cloud services are being provided for use outside of core working hours, our support team provide 24x7 cover to maximise system availability/up-time.

Support Costs
User email support - Included within our standard service charge.
System support - Included within our standard service charge.

Technical Account Manager
A technical account manager will be provided to manage client support requirements and to monitor system up-time and performance. Web-chat functionality can be implemented to expedite resolution to more intricate user issues.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: We have guides for setup, administration and usage. We can provide a online meeting walk through and if requested can provide on site assistance.
Service documentation: Yes
Documentation formats: HTML

ODF

PDF
End-of-contract data extraction: Either through the admin controls or by request to us.
End-of-contract process: Prior to expiration of the contract period, we will initiate our end-of-contract process. This will be managed by the client Account Manager, and will be designed to ensure a risk-free cessation of services and transition to a new supplier (if appropriate).

End-of-contract process will cover:
Communication - a mechanism for communicating to end users likely to be impacted. This can be delivered via the software directly to users.

Transition Planning - a service transition plan will be agreed and documented.

In accordance with Data Protection requirements we will ensure that:

Data - all data will be deleted.
Digital Assets - all digital assets will be deleted.
Login Credentials - all login credentials will be deleted.
Software - all active software and existing system communication mechanisms will be deactivated.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari

Opera
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: The desktop service has the addition of document download - which is only available on some phones. The mobile view is a vertical format with larger text.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Reports pages are available for the council showing usage statistics.
Reports can be filtered for a time period and downloaded in spreadsheet format.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Only automated tool testing such as Chrome lighthouse or the WCAG testing suite.
API: Yes
What users can and can't do using the API: The API can be used to get per user/account document list, download and/or upload documents and to get reports.
API documentation: Yes
API documentation formats: HTML

ODF

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Users can customise the basic appearance, logos and colours.
Customisation is done through simple settings files.
Customisation options are given to the admin who rolls the service out to the users.

Scaling

Independence of resources: Our service has been built with excess server capacity and bandwidth for the number of users. If user numbers and storage demand increase we can scale capacity by adding servers. Due to the nature of the service the demand per user is predictable and limited. We monitor and log user numbers and demand over time.

Analytics

Service usage metrics: Yes
Metrics types: The service includes document access reports and a reports dashboard which can be filtered by date.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom
User control over data storage and processing locations: No
Datacentre security standards: Managed by a third party
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

Other
Other data at rest protection approach: Encryption of data to AES-256 standard.
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

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: Customer user data can be exported by the admin from the admin controls.
Data export formats: CSV

Other
Other data export formats: XML

Pipe seperated files
Data import formats: CSV

Other
Other data import formats: XML

JSON

Pipe seperated files

Fixed width text

Data-in-transit protection

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

Other
Other protection between networks: We can encrypt data and documents using AES-256 before transmission if required. All communication is over https.
Data protection within supplier network: TLS (version 1.2 or above)

Other
Other protection within supplier network: Data and documents are stored encrypted using AES-256 and only decrypted upon delivery.

Availability and resilience

Guaranteed availability: We will agree and document service levels specific to each client's requirements, to ensure that the service is aligned with their operational requirements.

Availability - Our service availability guarantee will be 99.5%

We take great care in monitoring our internal and external server network 24/7/365 to make sure that the up time guarantee is observed and that the end-user services are being delivered as smoothly as possible.

As part of our guaranteed availability, we will work with each client to identify and document any rebate system, should this become applicable.
Approach to resilience: We use dedicated servers for this service so there is no load balancing with other services.

The dedicated server host provides:
Multiple UK Sites for Disaster Recovery
N+1 Data Centres
4 Hours Fix contracts with every M&E supplier
24 x 7 Fuel supplies for onsite generators
Scheduled and regular maintenance on all M&E components
Multiple Tier 1 Network Carriers
No single point of failure between Data Centre sites. If link fails traffic automatically re-routed.
Scalable architecture including multiple redundant core switches and routers
Dual independent power feeds, backed up by dual battery string Uninterrupted Power Supplies (UPS) systems
Outage reporting: We have a regular check which will send email alerts to us in case of any state changes, along with using visual ping to monitor every web page in the service. If the outage affects users emails will go out to cover type and estimated time to resolution.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Username or password
Access restrictions in management interfaces and support channels: Only specific users are given management access, checked on both login and ip. Additional keys are required for admin level settings.
Access restriction testing frequency: At least every 6 months
Management access authentication: Username or password

2-factor authentication

Public key authentication (including by TLS client certificate)

Audit information for users

Access to user activity audit information: Users receive audit information on a regular basis
How long user audit data is stored for: User-defined
Access to supplier activity audit information: Users receive audit information on a regular basis
How long supplier audit data is stored for: User-defined
How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Bsi
ISO/IEC 27001 accreditation date: Re-certification on 06/04/2022
What the ISO/IEC 27001 doesn’t cover: No out of scope activities
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 11/04/2022
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: In house data processing and document production which is outside the cloud service side.
PCI certification: No
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: No

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001
Information security policies and processes: We meet ISO:27001 standards, all checks and tests are documented and results stored. We have in place automated processes to ensure data is cleared after it's retention date along with monthly manual housekeeping checks. After use data is encrypted and archived for the retention term.

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: All components of the service have been developed within a change control system. Every change is documented and revertible for review and testing. All changes are reviewed before deployment and tested for security if thought to raise any security risks.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Threats are assessed on potential risk to service and data security.
Standard security patches are tested and deployed weekly. Any vulnerability actively affecting service would be patched within 24hrs.
We gather information by monitoring access, use and feedback to the service along with reports concerning components in use (os, db, web server, server side code components).
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: We log and monitor all access to the service, highlighting unknown ip, invalid service use, or invalid api keys.
Proactive systems (fail2ban) maintain a firewall approach to catch early attacks. If security is found to be compromised we would respond immediately with the goal to remedy within 24hrs.
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: Incidents are assessed on risk to service and user data security. users can report incidents through any of our methods of contact. All reported incidents are logged. Incidents cause and efforts to prevent going forwards will be documented in our change control system. Reports would be provided at request.

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

Fighting climate change: Fighting climate change

We are an ISO14001 & ISO50001 accredited organisation and our Environmental & Sustainability Policy is available upon request.
Covid-19 recovery: Covid-19 recovery

Our business has delivered our contracted obligations within SLA throughout the pandemic and have robust policies and procedures in place to mitigate the risk of an outbreak within our workforce. We can supply documentary evidence if required.
Tackling economic inequality: Tackling economic inequality

We are an equal opportunities employer and we are currently working towards real living wage accreditation.
Equal opportunity: Equal opportunity

We have a fully documented Equal Opportunities procedure available upon request.
Wellbeing: Wellbeing

Within our H&S policy and manuals we have a dedicated section to the health and wellbeing of our employees. This forms part of all new employee induction process, we have nominated mental health ambassadors within each site and access to free and impartial counselling service. A copy of our Health, wellbeing and safety manual and policy is available upon request.

Pricing

Price: £0.34 to £0.52 a unit
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: Account setup, testing, document storage, processing and provision of test user accounts.

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Docstore Document Archive

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents