Epiq Europe Ltd

EpiqTMX - Cloud-based Bundle Management, Transcription and Electronic Presentation of Evidence

EpiqTMX is a secure, cloud-based, highly scalable, bundle creation, realtime transcription and electronic presentation of evidence platform that allows users to build electronic bundles quickly and easily for court hearings and arbitrations. EpiqTMX facilitates collaboration between legal teams, and provides a flexible and intuitive platform for bundle creation.

Features

• Bundle creation in a flexible, familiar, and intuitive platform
• Easy-to-use functionality
• Fast and accurate searching
• Presentation of transcripts and documents on an intuitive platform
• Configurable private and shared workspaces
• Personal, team and shared annotations including tagging
• Automatic and manual hyperlinking
• Pagination allowing for inserts and removals
• Self-provisioning

Benefits

• Collaboration between legal teams, experts and clients
• Quick to learn how to use and get started
• Self-provisioning enables control with little reliance on project managers/vendors
• Cost-effective
• Flexibility, scale up/scale down for large/small cases
• Globalisation - work across borders seamlessly
• Access anywhere and anytime
• Secure access and hosting through private cloud

£30 to £38 a user a week

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

Framework

G-Cloud 14

Service ID

623684491636798

Contact

Sandeep Patel
020 7367 9173
contracts@epiqglobal.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: Relativity and Epiq Discovery integration
• Cloud deployment model: Public cloud
• Service constraints: All software upgrades are provided outside of normal working hours and we provide adequate notice to potential affected users.
• System requirements:
  • Access to the internet
  • Speed of machine (check Crown Law bid)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to respond to all emails received within standard working hours (9am to 5.30pm, Monday to Friday) within one hour. We provide an emergency email address for queries received outside standard working hours. We aim to respond to these emails within two hours. Check this with Dan as it has been extended
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Each client is supported by an account manager, as well as a project team who act as a first point of contact. The project support team will engage technical support and other resources as required, as they are best placed to analyse issues raised by clients, as well as having the capability to troubleshoot and resolve many day-to-day issues. The project support team is also assisted by a technical support desk, who are able to address general functionality questions. Technical support is included within the application licensing and is not separately charged. If on-site attendance is required, professional services and travel costs may be charged.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Initial client engagement is focused on a kick off meeting, which may take place in person or via a conference call/web presentation. This will define the scope of services to be provided, key client deadlines, data sources to be processed and loaded to the platform and information that will assist our project management team to design the database to the specific requirements of the matter. The initial meeting is followed by a training session, usually delivered online, where a small set of data is loaded to the platform and key stakeholders are introduced to the functionality of the platform, as well as the specific configuration that has been deployed for the team. After taking feedback from the key stakeholders, any further changes that need to be made are implemented by the project management team and training provided to the full user community, either online or in person. Our training programmes are also supported by user guides available in PDF format, video and other online resources.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Clients have a variety of choices over how their data is extracted when the contract ends. The solution can be tailored to meet client and project requirements. A 'cold hosting' option can be utilised where we will continue to host the data (at a reduced rate). Users also have the ability to export their data into a set of native files, PDFs and with a word index. Users also have the option of extracting their data offline for use in their own offline version of the platform.
• End-of-contract process: The end-of-contract process will be discussed at the project kick off meeting and again towards the end of the project. The process will be managed by the Project Manager and a solution can be created to meet specific project and client requirements. A 'cold hosting' option can be utilised where we will continue to host the data at a reduced rate. Users also have the ability to export their data into a set of native files, PDFs and with a word index. Users also have the option of extracting their data offline for use in their own offline version of the platform. The price of the contract will depend on client requirements and how long the data will need to remain active.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences between the mobile and desktop service.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: We enlisted the skills of a user Interface consultancy to ensure that TMX is easy to use and familiar to users of platforms, such as Microsoft Outlook. TMX has a simple and uncluttered interface that makes it very intuitive to use. TMX provides prompts with reminders and usage tips while in the product.
• Accessibility standards: None or don’t know
• Description of accessibility: We have ensured that our service is responsive and accessible by: -enabling wider browser interaction; making EpiqTMX more accessibile through mobile technology - making buttons more standardised to Microsoft 365 buttons; - using good contrasts and a readable font size; - using a combination of colour, shapes and text; - following a linear, logical layout, ensuring that text flows and is visible when text is magnified to 200%. All non-text content that is presented to the user has a text alternative that serves the equivalent purpose.
• Accessibility testing: We have not done any interface testing with users of assistive technology.
• API: No
• Customisation available: Yes
• Description of customisation: EpiqTMX can be customised to the client logo (whitelabeling to background colours).

Scaling

• Independence of resources: This is a web based service and the capacity in our data centres is more than capable of meeting all client requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide a range of service usage metrics such as user activity and matter activity.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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 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: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Clients are able to export their data directly from EpiqTMX at any time provided they have the correct permissions. Users can export PDFs and/or native files with a system generated index. Projects can also be taken offline to a standalone version of the platform.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Adobe Acrobat (.PDF)
  • All client native files
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • .DAT
  • .OPT
  • Drag & Drop in Native Format

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network: Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: We train staff to answer phones within three rings, acknowledge emails within one hour and escalate all unusual queries to their manager. We maintain a formal policy for handling queries and all personnel are trained in our escalation process. Specific service level agreements for availability are agreed with clients on a case-by-case basis.
• Approach to resilience: Epiq has full High Availability built into webservers. We also use premium Solid State Drive disks which are replicated for resilience. We use Availability Sets for all the Virtual Machine pairs for resilience, and Microsoft Azure also has hardware and network resilience built into their platform. Depending on the deployment service level agreement, TMX Virtual Machine pairs can be deployed between Availability Zones instead of just Availability Sets. An availability zone will split the processing power between multiple datacentres within the Azure region (in the UK, Epiq currently has three), which are physically separated from each other by a substantial distance. Therefore, if a datacentre fails, TMX will still run as expected. Daily backups of all data and components are retained for 30 days in our UK datacentres and daily incremental backups are also retained for 30 days. Epiq has partnered with Microsoft Azure for its UK cloud environment, which is managed by Epiq. Epiq can rehydrate all infrastructure and application from scratch in less than 3 hours.
• Outage reporting: Email alerts are sent directly to the IT support team, who will then investigate and report back to clients confirming the start and end times for any outage, our analysis of the cause of the outage and how the issue was/will be resolved. Reports will also include recommendations for any future changes or upgrades if these are required.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: Epiq Access provides a unified digital interface and single-sign-on (SSO) experience to Epiq projects, applications, tools, reports, and information. By optionally integrating with clients’ own identify provider (such as OKTA), Epiq Access gives clients even greater control and a centralised method to automatically and independently update or disable a user’s access to Epiq systems and information, improving overall system security. Multi-Factor Authentication (MFA) is also supported, including five options for users to conveniently receive the second factor for authentication.
• Access restrictions in management interfaces and support channels: EpiqTMX features a robust set of roles and user permissions that can be adapted depending on user profiles. Clients can host multiple matters that can contain customised permissions. Matter administration staff can assign users to matters and can choose from a standard set of roles (e.g. Team Admin, Power User, Standard User, Guest) or can set up custom permissions based on over 20 attributes. Matter data is encrypted and can only be accessed by users who have been added to the matter.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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: 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: Yes
• Who accredited the ISO/IEC 27001: British Standards Institute (BSI)
• ISO/IEC 27001 accreditation date: 01/11/2016
• What the ISO/IEC 27001 doesn’t cover: Services outside our core services which are Legal Services and Court Reporting. A statement of applicability can be provided on request.
• 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
• Information security policies and processes: Information security is managed through a dedicated information security team who are responsible for designing and updating polices relating to user access, physical controls, network storage, appropriate use of systems and compliance with existing legislation. Policies are reviewed and updated on a quarterly basis. Mandatory training on security issues is provided to all employees when they join the company and at least annually during their tenure. Our data centre and operations centre have been accredited to ISO 27001 standard and as part of this certification we are regularly interviewed and audited by an external auditor - a process that evaluates our policies and practices to identify and resolve potential vulnerabilities.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A formal Change Management programme monitors all development and maintenance activities for key systems, ensuring established policies and processes are followed. This includes a Change Control team which monitors and approves all changes. Documented policies and procedures are in place for software development and infrastructure changes which validates that a standardised and consistent process is followed. Software development change policies include Scrum/SDLC procedures, validation procedures and release procedures. All changes are impact-assessed including any possible information security related impacts. We use a centralised ticketing process for tracking requests and approvals for each change. Systems are restricted to authorised users only.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Continual evaluations of system and network security are conducted by a trusted external third party through regularly scheduled vulnerability scans and penetration tests. Epiq’s Security Team subscribes to multiple services for vulnerability alerts on deployed software and hardware. Daily reviews are executed by the Information Security team for emerging threats. Internal assessments are deemed confidential and proprietary. Patches are reviewed and assigned a severity level based on existing compensating controls. Epiq’s change management process governs the deployment of security patches. All patches are tested prior to deployment. The timeframe for security patches is governed by severity level.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Epiq has a comprehensive Incident Response Plan (IRP) setting out how we respond to information security incidents. These include (but are not limited to) system intrusions/misuse, or any situation where confidentiality of sensitive data, data integrity or business critical systems may have been compromised. The primary goal of the IRP is to restore normal service operations as quickly as possible, whilst minimising the adverse impact on business operations, protecting Epiq and client data. An incident is identified either by Epiq’s IT staff or in-place utilities and we have a response team in place to quickly respond and rectify any situation.
• Incident management type: Supplier-defined controls
• Incident management approach: We maintain an Incident Response Plan, which sets out our approach to reporting and responding to security incidents. Employees report incidents to the information security team using a standard format document and the team is responsible for investigating the reported activity in a timely manner and reporting findings to the client, management and any appropriate external authorities as necessary. Incident reports are usually provided by secure email. Our information security team subscribes to various industry alert services to keep abreast of relevant threats, vulnerabilities or alerts from actual incidents.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We publish a Carbon Reduction Plan on our website and are committed to achieving Net Zero emissions by 2050. We record and monitor carbon emissions, set annual objectives to reduce carbon emissions and improve environmental sustainability, and have implemented multiple environmental initiatives in order to meet the objectives, including closing offices no longer required due to staff working from home. We operate our offices in the most energy efficient manner, including motion sensors which automatically turn off lights, fixed temperature settings, low-flow toilets, etc. We provide recycling bins in the office/s. We maintain a paperless office policy and documents are only printed to meet client requirements. All the equipment has earned an Energy Star rating and is configured to take advantage of low energy modes when left in an idle state. The data centres utilizes 100% renewable energy.; We are a signatory to the Greener Litigation and Greener Arbitration Pledges, which commit us to taking active steps to reduce the environmental impact of the operations in the UK. Epiq holds an ISO 14001 certification, requiring us to set annual environmental sustainability objectives, report against them, and continually improve the environmental management program. We track key metrics on the Scope 1, Scope 2 and Scope 3 emissions, employee travel, employee engagement, training completion rates, as well as feedback from employees, clients, consultants, and suppliers. The CSR teams meet quarterly to review the progress of the initiatives, measure their success, identify improvements, and discuss new initiatives. We report on key metrics and the progress of the initiatives via performance review meetings and contract reports.; Employees must complete annual mandatory environmental training courses. We run regular workshops to encourage employees to be more environmentally conscious. We organize regular environmental volunteering activities for the staff such as litter picking, tree planting, and river cleaning.

  Covid-19 recovery

  Epiq has taken several steps to help both our company and local communities manage and recover from the impacts of COVID-19, which are directly relevant to the provision of services we provide.These include: • Office/work equipment, policy updates and security compliance training have been provided to staff to enable home working, as required. The rapid changes required to working practices prompted Epiq to develop a new Flexible Work Strategy.. • All employees are encouraged to wear masks and social distance when appropriate. We provide masks, gloves, hand sanitiser and disinfecting wipes in all offices. We have put in place additional cleaning of high contact areas. We have a dedicated area on our intranet to provide information and tools to our employees on office safety protocols • We provide financial support to employees , their families and communities affected by the COVID-19 pandemic via our Epiq Charitable Foundation. • We recognise the toll that the COVID-19 pandemic has had on the physical and mental health of our employees and have provided free access to the Headspace app, free access to our employee support programme offering support for financial, mental, and physical wellbeing, and free access to daily activities designed to promote physical and mental health.

  Tackling economic inequality

  Epiq is committed to developing valuable relationships with businesses that are minority-owned, woman-owned, disadvantaged-owned, LGBT-owned, veteran-owned, small, HUB Zone, and providing maximum practicable opportunities for suppliers that can offer quality, innovative, competitive, and cost-effective products and services. We adhere to this commitment by integrating supplier diversity into our business strategies, making good faith efforts to include diverse suppliers in sourcing activities, and monitoring spending levels with diverse suppliers. On our website, we encourage small and diverse suppliers to register with us and arrange meetings with us to identify how we can partner together. We advertise upcoming opportunities in accessible media, attend and sponsor regular industry networking events, and regularly partner with smaller organisations when tendering for public sector contracts. We also encourage our large suppliers to identify opportunities for small and diverse suppliers to provide services to us through their supply chain. When purchasing goods and services, we always ensure the source of such products and services is ethical and sourced from suppliers who a) offer their staff ethnical working practices; b) operate in accordance with the local law and good practice; c) demonstrate a commitment to the equality, health and safety and diversity of their own staff and suppliers; d) offer fair wages and working conditions to individuals of an appropriate working age. We conduct rigorous due diligence checks to ensure that all our suppliers meet our exacting standards for service delivery and security. Our Supplier Diversity Committee meets quarterly to review the progress of our initiatives, measure their success, identify improvements, and review commitments. Tools used to measure success include metrics on overall diverse spend, number of diverse suppliers, and supplier diversity memberships and events. The Supplier Diversity Committee report on the progress of our initiatives to senior management quarterly.

  Equal opportunity

  We are committed to providing an organisational culture and climate in which every employee can thrive at work, is valued, and has a sense of belonging and connection. We have established a Diversity, Equity and Inclusion (DEI) Committee to facilitate a talent network that values and understands everyone's merits from a perspective of equity. Our accomplishments so far include : • Launching our first Community Resource Group, Black @ Epiq, to bring employees together to share their experiences and perspectives and enrich their overall work experience. • Other CRGs we have running include: Epiq Women, Epiq Pride, Epiq Belonging. • Rolling out mandatory DEI training. Completion of DEI training is tracked and measured through our online learning platform. • Built our community of Epiq volunteers by giving employees an additional day of annual leave for charitable work. • Launching a mentorship programme providing employees with access to leadership guidance and professional development support. • Launching DEI podcasts and internal intranet hub that will house DEI educational resources, CRG information, events, cultural holiday spotlights, and provide areas for our employees to submit feedback and propose DEI initiatives. • Creating DEI Client Advisory Board to circulate best practices, elevate ideas, share lessons learned, and further DEI initiatives across multiple companies. Our DEI Committee meet weekly to review progress, measure success, identify improvements, and agree new social value commitments. It meets with business leaders and executive sponsors to discuss initiatives and ensure that our leaders are driving the values that we are seeking to ingrain in our culture. Tools used to measure success include metrics on levels of employee engagement, programme adoption rates, employee retention figures, training completion rates, as well as feedback from stakeholders. The DEI Committee report on progress of initiatives in monthly newsletters with details published on our website.

  Wellbeing

  Epiq strives to promote a healthy and inclusive workforce by: producing, implementing, and communicating a Mental Health at Work plan; developing mental health awareness among employees; encouraging open conversations about mental health and the support available when employees are struggling; providing employees with good working conditions and ensuring they have a healthy work life balance and opportunities for development; promoting effective people management through line managers and supervisors and; routinely monitoring employee mental health and wellbeing. Epiq also runs a series of schemes where we have implemented ‘enhanced’ standards of mental health and wellbeing including: increased transparency and accountability through internal reporting; demonstrated accountability and; ensured provision of tailored in-house mental health support and signposting to clinical help. We recognise that finding the right kind of support and services that employees need - particularly in light of the Covid-19 pandemic - can be time consuming, not to mention expensive. Epiq have partnered with MetLife’s Wellbeing Hub, which is designed to empower staff to feel in control and equipped to manage their mental health, whether related to stress and anxiety affecting individual staff members or a loved one in an employee household, who are also able to access the service for free. (1) Financial: to avoid the risk that financial concerns cause employees to become stressed or distracted at work, they may seek support on a wide range of financial issues, including debt; credit card consolidation; pensions; reduced income; and managing money. (2) Mental: employees can benefit from up to six face-to-face counselling sessions with qualified counsellors, to seek help with such issues as depression; child support; bereavement; anxiety; stress; and relationships. (3) Physical: as well as keeping fit and healthy, Epiq helps to facilitate employee access to support with heart health; quitting smoking; exercise and healthy eating; and terminal illness.

Pricing

• Price: £30 to £38 a user a week
• Discount for educational organisations: No
• Free trial available: No

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