Xerox Data Subject Access Request Service

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: Intranet collaborative platform, public facing site for sharing content, in-house content repository and archiving solutions. Microsoft Office 365
Cloud deployment model: Public cloud

Private cloud
Service constraints: For optimum performance, it is advised that the client hardware devices meet a minimum specification.
System requirements: 8 GB Ram minimum, 16 GB Recommended

Google Chrome (latest), Microsoft Edge - Chromium (latest)

User support

Email or online ticketing support: Email or online ticketing
Support response times: All support queries are answered within 4 - 8 hours during normal support hours (Monday-Friday, 9-5:30pm), depending on severity. Extended / enhanced support agreements are available.
User can manage status and priority of support tickets: No
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: Level 1:
Initial contact with customer via telephone, support request web-form, or email.
Validates customer entitlement for support
Gathers description of customer support request and issue.
Checks the support knowledge base for possible solutions and provides appropriate solutions to the customer.
Escalates issue to Level 2

Level 2:
Works with customer to investigate the issue, gather additional troubleshooting data.
Uses Web conferencing/Remote Access to observe issue while the customer replicates the issue.
Uses Web Conferencing/remote Access to guide the customer in additional troubleshooting, resolving the issue, or implementing a work-around solution.
Replicates issue on support lab servers for further troubleshooting.
Level 2 is also the primary contact between support and the customer until the issue is resolved. Escalates issue to Level 3 if required

Level 3:
Works with Level 2 to develop possible solutions or a work around to issues that cannot be resolved by level 2 in a timely manner.
Level 3 acts as liaison to Engineering (Level 4) and engages engineering for additional troubleshooting help.

Level 4:
Software engineers and solution developers work with Level 3 to resolve high severity issues.
Provides additional troubleshooting skills and tools to gather DEBUG information.
Develops work-around solutions, hot fixes, and patches
Support available to third parties: Yes

Onboarding and offboarding

Getting started: 1 or 2 days training for basic or advanced usage certification of users. This can be delivered on-site or by Teams call. Additionally self-help documentation, built-in support and Customer Success Managers are provided to all clients.
Service documentation: Yes
Documentation formats: HTML
End-of-contract data extraction: Data export and download is a self-service process direct from the Service.

To export files and metadata as XML files and/or for especially large volumes, the Xerox service team can be engaged to assist with the process at standard Professional Services rates
End-of-contract process: Organisations have the opportunity to:

- Renew their contract

- Pay for cold storage only

- Terminate without penalty

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Chrome
Application to install: No
Designed for use on mobile devices: No
Service interface: No
User support accessibility: WCAG 2.1 AA or EN 301 549
API: Yes
What users can and can't do using the API: The Data Collection module DocuShare offers a complete Java API, which includes a collection of Java libraries and methods that enable external systems to communicate. This API lets developers integrate with third-party applications running on the Java platform, and offers the most direct interface to the Data Collection Server
API documentation: Yes
API documentation formats: HTML

PDF

Other
API sandbox or test environment: Yes
Customisation available: No

Scaling

Independence of resources: Resources are dedicated and scaled with regards to customer needs.

Analytics

Service usage metrics: Yes
Metrics types: Current, lifetime, and monthly storage usage (in gigabytes). Number of documents and objects on site (overall site statistics). Workflow status, documents or objects per user, quotas .

Resellers

Supplier type: Reseller providing extra features and support
Organisation whose services are being resold: Smartbox.ai

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: Managed by a third party
Penetration testing frequency: At least every 6 months
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 another standard

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 with write privileges can download documents and objects directly from the web interface menu.
Data export formats: CSV

Other
Other data export formats: PDF

XML

In the same format it was ingested
Data import formats: CSV

ODF

Other
Other data import formats: PDF

Image (PNG, JPG, JPEG, GIF, etc.)

All Microsoft office formats

Email (EML, PST, MSG, OLM, MBOX, etc.)

Any file can be uploaded (even proprietary)

Batch import metadata & files require separate XML or CSV

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: As agreed in the Services Agreement signed between parties
Approach to resilience: We make use of standard failover resiliency between Availability Zones in AWS by using a fully containerised and multi-AZ architecture which simply provisions containers as required in available AZs. Limitation on this is that no client data may ever leave the local data centre, as such there is no disaster recovery to other geographies. Other components utilise the same capabilities within Microsoft Azure
Outage reporting: Email alerts

Identity and authentication

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

Username or password
Access restrictions in management interfaces and support channels: - Formal registration & de-registration process to enable assignments of access rights.
- Allocation & privileged access rights shall be restricted & controlled.
- Allocation of secret authentication information (passwords) controlled through a formal management process.
- Asset owners shall review user access rights at regular intervals using a formal process.
- For employees & external parties shall be removed on termination of employment, contract, agreement or adjusted upon change.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor 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: User-defined
Access to supplier activity audit information: No audit information available
How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Approachable Certification Ltd
ISO/IEC 27001 accreditation date: 18/01/2021
What the ISO/IEC 27001 doesn’t cover: All relevant areas to our business are covered by our certification.

The following areas are not of relevance and therefore are not assessed: Contact with special interest groups
Information security in project management
Delivery & loading area
Cabling security
Equipment maintenance
Securing application services on public networks
Protecting application services transactions
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
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

Other
Other security governance standards: The Xerox Information Security Policy, Infosec001, is aligned to the ISO27001 key controls and the policy is supplemented by additional documents detailing specific requirements to meet the policy. Specific locations and services in Xerox are certified to ISO27001
Information security policies and processes: Xerox utilise a documented framework (Xerox InfoSec 001) for security governance both at a company level and specific to the service which is aligned to NCSC guidance and ISO27001. This provides assurance that reporting is completed and reviewed across all aspects of the service.

The Xerox CEO has ultimate responsibility for security. Xerox’s commitment to Information Security is communicated throughout the organisation and its partners, and is evidenced by board level approval of the Xerox Information Security Policy. The Information Security-related responsibilities of the CEO include:
• Overall control and management of Information Security for Xerox in the UK;
• Overall information risk ownership;
• Provision of adequate resources for Information Security; and,
• Approval authority for Information Security policy.
• Reporting compliance
Reporting is subject to review by senior management. There are processes in place to review and understand any current legal and regulatory requirements and to review an implement any future changes.
The Xerox Information Security team monitor various sources for changes to legislation and are currently on the UK Government CiSP which allows us to engage with Government on proposed changes.

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: Utilization of Industry standard Change management from beginning to end of contract life. All changes are validated against NIST standards and for any potential security risk or security impact.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Utilization of real-time vulnerability scan and network analysis, all remediation is automated and responded to within in moments of identification. Critical security patches are deployed within 72 hours of notice of availability. System patches are applied within 14 days of availability for non-critical patches. Our resources for threats is derived from multiple sources including Threat management / remediation provider
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Record user activities, exceptions, faults & information security events produced, kept & regularly reviewed

Logging facilities & information protected against tampering & unauthorised access

System Administrator & system operator activities logged & logs protected & regularly reviewed

Clocks of all relevant systems synchronised with agreed accurate time source

Incidents are dealt with in accordance with our documented Incident Management processes.
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: Pre-defined to ensure quick, effective & orderly response to information security incidents.

Reported through appropriate management channels as quick as possible

Employees, contractors & third party users of information systems & services required to note & report observed or suspected weaknesses in system or services

Shall be assessed & decided if classified as information security incidents

Responded to in accordance with a documented procedure

Knowledge gained from analysing & resolving incidents used to reduce likelihood or impact of future incidents

Define & apply procedures for identification, collection, acquisition & preservation of information which can serve as evidence

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: No

Social Value

Fighting climate change

Xerox is committed to fighting climate change such that we play a role in the sustainability of our world’s natural resources. Xerox has identified four strategic commitment areas where we can make a significant impact on the environment:

• Reducing Energy Use and Protecting the Climate:
• Preserving Biodiversity and the World's Forests:
• Preserving Clean Air and Water:
• Preventing and Managing Waste:

We invest in technologies that reduce the carbon footprint of our operations and offer solutions to our customers that reduce energy use, cost and waste. Our Net Zero goal is 2040. In 2021, we also expanded our greenhouse gas (GHG) emissions reduction goal to cover scopes 1, 2 and 3. We plan to achieve net-zero emissions through projects that improve operational efficiency, create new technology innovations, and neutralise residual GHG emissions through carbon compensation mechanisms. Our approach to sustainability includes partnerships to accelerate progress. We have officially joined the UNFCCC’s Race to Zero and SBTi’s Business Ambition for 1.5°C campaigns, aligning our climate mitigation targets to what science dictates is necessary to reduce the destructive impacts of climate change on human society and nature.

We are a founding member of Defra’s e-Sustainability Alliance (DeSA), We are actively involved in the provision of best practices on the ways in which IT firms of all sizes can minimise their environmental impacts. We also support the Government Cloud Sustainability project, focusing on ‘Sustainable IT’ (e.g. achieving net-zero, modern slavery and other supply chain matters) and ‘IT for Sustainability’ – including the social pillar, “How to procure and measure performance on all things Cloud”. When selecting our technologies and services for G-Cloud 14, we have utilised this knowledge base and ensured that the services & technology used comply with Government guidance and carry accreditation from 3rd party bodies where appropriate.

Pricing

Price: £21,729 a licence a year
Discount for educational organisations: Yes
Free trial available: No

Xerox Data Subject Access Request Service

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

Xerox Data Subject Access Request Service

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