Responsiv Solutions Ltd

Responsiv Solutions IBM Business Automation Content Services on Cloud

This is a solution enabling knowledge workers or business analysts with: Document Management with version control and compound documents, Content Collaboration with social capabilities, Document review & approval workflows, Ability to integrate content access with multiple repositories, SharePoint integration, Microsoft Office integration, Mobile device support. Uses include Police evidence management.

Features

  • Document Management
  • Microsoft Office integration
  • Compound document support
  • Mobile device support
  • Document approval workflows
  • Version control on documents
  • Cross repository search and retrieval
  • Sharepoint integration
  • Bulk import tool
  • Active directory integration

Benefits

  • Improve productivity through collaboration around documents and content
  • Lower archiving and paper costs
  • Structures and streamlines company knowledge
  • Provide a robust repository with auditable access to documents
  • Anytime, anywhere access
  • Enables adherence to statutory requirements and compliance guidelines
  • Provides much quicker access to relevant content and documents

Pricing

£149 a user a month

  • Free trial available

Service documents

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 nathan.kirkham@responsiv.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

5 8 7 5 0 8 6 7 5 9 0 5 3 0 1

Contact

Responsiv Solutions Ltd Nathan Kirkham
Telephone: +44 (0)1344 266980
Email: nathan.kirkham@responsiv.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Hybrid cloud
Service constraints
Cloud Services are designed to be available 24/7, subject to maintenance. Client will be notified of scheduled maintenance.
System requirements
https://www.ibm.com/software/reports/compatibility/clarity/softwareReqsForProduct.html

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response time depends upon request severity. Severity 1 has an objective of under 2 hour response time, 24 x 7, whilst a Severity 4 has an objective within 1 business day (Monday-Friday business hours)
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
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
https://cloud.ibm.com/docs/overview/accessibility?topic=overview-accessibility-platform
Onsite support
Yes, at extra cost
Support levels
Included within the price
Severity 1 - Critical impact/service down:
Business critical functionality is inoperable or critical interface has failed. Condition requires an immediate solution.
Response: Within 1 hour, 24x7

Severity 2 - Significant impact:
A service feature or function is severely restricted in its use or Client is in jeopardy of missing business deadlines.
Response: Within 2 business hours, Monday to Friday business hours

Severity 3 - Minor impact:
Indicates the service or functionality is usable .
Response: Within 4 business hours, Monday to Friday business hours

Severity 4 - Minimal impact:
An inquiry or non-technical request.
Response: Within 1 business day, Monday to Friday business hours

On-site support provided as a Time & Materials basis and will be scoped and agreed before attending site
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onsite and online training can be provide as required (charges apply).
IBM provide comprehensive online documentation, tutorials, free online training courses and hundreds of tutorials and articles available on the IBM developerWorks portal.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
In the event of termination of the agreement and/or of a given Service, IBM will grant all reasonable and requisite cooperation in drawing up and implementing a plan that describes the way IBM will ensure the handover of the Cloud Services and data to the customer or a subsequent supplier assigned by the former. The Exit Plan to be drawn up by the parties will include all detailed activities, responsibilities, dependencies, costs and milestones for the termination and the handover of the corresponding Services to the customer or a subsequent supplier.

IBM will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration.
End-of-contract process
At the end of the contract services continue to run but the user will be prompted to add a new payment method or sign a new contract. Access via the UI will be disabled but services continue to run and there is no immediate data loss.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
No Difference
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Portal to access tools provided by the system.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
https://www.ibm.com/able/product_accessibility/request?requestId=91fb19afa7266d1b651bbeb4817e67f2
API
Yes
What users can and can't do using the API
Details in online documentation
RESTful and SOAP API access is available to repository functions.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
See online documentation for full details
Document classes and metadata can be defined, folder hierarchy for storing and management of documents and content can be defined. User desktops and features can be defined.

Scaling

Independence of resources
The architecture of IBM cloud services maintains logical separation of client data. Internal rules and measures separate data processing, such as inserting, modifying, deleting, and transferring data, according to the contracted purposes.

Analytics

Service usage metrics
Yes
Metrics types
The monitoring and reporting of service metrics is configurable, and generally include logins over specified period of time, transaction load, and ingestion information etc.

IBM Business Automation Content Services on Cloud provides service usage monitoring via the System Usage Reporter tool in the IBM System Dashboard for ECM.
Reporting types
  • API access
  • Real-time dashboards

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
IBM

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
  • European Economic Area (EEA)
  • Other locations
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
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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
Explicit overwriting of storage before reallocation
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
There is an export capabilities for extracting both documents and metadata from the repository.
Data export formats
Other
Other data export formats
Documents are exported in their native format.
Data import formats
Other
Other data import formats
Any document format is supported e,g, Office, PDF, images etc.

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a TD, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Availability during a contracted month = Compensation
(% of monthly subscription fee for contracted month that is the subject of a claim)
<99.9% = 2%
<99.0% =5%
<95.00% = 10.0%
IBM will make a rebate directly available to Client. Further details at
https://www.ibm.com/software/support/saas_support_overview.html
Approach to resilience
Available on request
Outage reporting
Email notifications for scheduled changes

Identity and authentication

User authentication needed
Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
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 contact the support team to get audit information
How long user audit data is stored for
Between 1 month and 6 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 1 month and 6 months
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
Bureau Veritas Certification Holding SAS
ISO/IEC 27001 accreditation date
29 November 2021
What the ISO/IEC 27001 doesn’t cover
https://www.ibm.com/cloud/compliance
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
02/01/2020
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
The IBM CSA Star Self-Assessment can be viewed https://cloudsecurityalliance.org/star/registry/ibm-cloud/services/ibm-cloud-services/
PCI certification
No
Cyber essentials
No
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • https://www.ibm.com/uk-en/cloud/compliance/global
  • https://www.ibm.com/trust

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
IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months. IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

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
IBM maintains policies and procedures to manage risks associated with the application of changes to its Cloud Services. Prior to implementation, all changes to a Cloud Service, including its systems, networks and underlying components, will be documented in a registered change request that includes a description and reason for the change, implementation details and schedule, a risk statement addressing impact to the Cloud Service and its clients, expected outcome, rollback plan, and documented approval by IBM management or its authorized delegate.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
With each Cloud Service, as applicable and commercially reasonable, IBM will a) perform penetration testing and vulnerability assessments before production release and routinely thereafter, b) enlist a qualified and reputable independent third-party to perform penetration testing and ethical hacking at least annually, c) perform automated management and routine verification of underlying components’ compliance with security configuration requirements, and d) remediate any identified vulnerability or noncompliance with its security configuration requirements based on associated risk, exploitability, and impact. IBM takes reasonable care to avoid Cloud Service disruption when performing its tests, assessments, scans, and execution of remediation activities.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
IBM maintains and follows policies requiring administrative access and activity in its Cloud Services’ computing environments to be logged and monitored, and the logs to be archived and retained in compliance with IBM’s worldwide records management plan. IBM monitors privileged account use and maintain security information and event management policies and measures designed to a) identify unauthorized administrative access and activity, b) facilitate a timely and appropriate response, and c) enable internal and independent third party audits of compliance with such policies. IBM systematically monitors the health and availability of production Cloud Service systems and infrastructure at all times.
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
IBM: -maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law. -investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan. -promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred. -provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Tackling economic inequality

Tackling economic inequality

Responsiv Solutions is a new business that employs both graduate and school leavers. We have approximately 40% non-native English speakers, and a gender balance of around 50% male. Our business works with smaller businesses to help them use technology to grow and prosper. We are bringing knowledge and expertise more commonly found in larger organisations to the masses.
Equal opportunity

Equal opportunity

Responsiv prides itself in selecting our staff on their individual merits, and their ability to work with our customers as part of the Responsiv team. We do not single out particular groups by any measure and regard ourselves to be an equal opportunity employer.
Responsiv has signed up to the Disability Confident initiative as a Disability Confident Committed Employer.
Wellbeing

Wellbeing

Responsiv provide our staff with wellbeing advice and private medical care that includes mental health and encourages good habits to promote healthy lifestyles. Many of our staff are keen sports people who participate in cycling and sporting events.

Pricing

Price
£149 a user a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
30 Day Free Trail

Service documents

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 nathan.kirkham@responsiv.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.