OpenText Corporation

OpenText Notifications (Messaging) for G-Cloud

OpenText™ Notifications brings email, SMS, push, voice and fax messaging channels together into a single, cloud-based messaging platform, eliminating siloed communication services. Whether sending one or millions of messages, Notifications makes it easy to deliver personalized messages to customers’ channel of choice to start conversations, expand visibility and fuel sales.

Features

• Omnichannel, single cloud messaging platform: email, SMS, push, voice fax.
• Deliver high volume emails on both shared and dedicated Domains.
• SMS, supports bi-directional messaging to increase engagement.
• Push notifications sends messages to customers on iOS and Android.
• Operational analytics: message volume, performance and deliverability.
• Assured email and SMS delivery with OpenText Exstream.
• Messaging APIs allow integration with backend systems including CRM.
• Compliance; privacy settings, immediate document deletion and encrypted archiving.
• Security: two-factor authentication and encryption both at rest and intransit.
• Hosted in OpenText Cloud, enterprise-class uptime, 24X7 monitoring.

Benefits

• Reach customers with personalised messages on their channel of choice.
• Build brand loyalty and greater customer experience.
• Deliver mission-critical messages to mobile devices via SMS and push
• Real-time notifications – order status and bank alerts.
• Multifactor authentication via SMS.
• Marketing communications for customer engagement – loyalty programs and promotions.
• Proactive reminders – repair service alerts and appointment reminders.
• Enterprise-class scalability and security.
• Rich insights with operational analytics.
• Cloud deployment to easily expand new channels.

£0.01 a unit a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

660854816074135

Contact

Gideon Jones
01189848000
gjones@opentext.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: OpenText Exstream
• Cloud deployment model: Private cloud
• Service constraints: Prior to agreeing contract, buyers should contact OpenText to confirm terms, solution and scope.
• System requirements: NA. The service is provided using OpenText Private Cloud infrastructure.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support levels for Priority 1 (Critical) calls will remain the same (24x7). ; For all other priority calls - standard hours are 8am - 5pm Monday - Friday.; ; The Response Time commitments vary by the classification of the request, as per the list below: ; ; • 1 hour Service request classified as Critical; • 2 hours Service request classified as Serious; • 8 hours Service request classified as Normal
• 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: Please contact your OpenText representative for details. OpenText can provide our standard 'Prime Protect' or 'Premium Support' options. Details are available at: https://www.opentext.com/support
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The solution is designed to be intuitive. Online context sensitive help is provided. Any additional requirement for Training would need to be agreed with OpenText at an extra costs prior to contract and is normally provided by OpenText Professional Services during on-boarding of new customers.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Please refer to the Contract Terms.
• End-of-contract process: At the end of the contract, the account will be decommissioned and the last data will be deleted. In general due to our Immediate Document deletion there should not be any data older than processed within the last minutes.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Yes, user and administrator portal.
• Accessibility standards: None or don’t know
• Description of accessibility: Users can submit messages, review status, generate reports and create/modify user accounts.
• Accessibility testing: None. However we have an active project to update My Portal using a new web framework. One of the requirements is to adhere to current WCAG standards in a future release.
• API: Yes
• What users can and can't do using the API: The API is not designed for end Users, however we do have REST and SOAP API's available. All the documentation is published within the API's. Any customer interaction with the API would need to be agreed and with OpenText.; All what is available in the portal can also be done using SOAP and/or REST API’s.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: This would be agreed between the customer and OpenText Professional Services depending on the customisation required at an extra cost.

Scaling

• Independence of resources: OpenText Messages comes with an unlimited capacity for customers sending Messages. We only want to understand the possible / expected peak volumes of our customers and in what time these have to be delivered. Our goal is to run on a capacity of 55% – 65% of our maximum capacity and if needed we can scale out for higher peak volumes.

Analytics

• Service usage metrics: No

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
  • European Economic Area (EEA)
  • Other locations
• 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
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Customers can use the portal to download metadata for jobs and users.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: Customers do not upload data for this service.

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Encryption.

Availability and resilience

• Guaranteed availability: Our application availability base level is 99.5% but higher is possible as an option.
• Approach to resilience: All critical components of our solution are designed to be highly available with multiple instances running in more than one availability zone.
• Outage reporting: Email alerts. Authorized points of contact (“POCs”) will be notified as soon as possible.

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: Our Cloud Services User Access Management policy restricts user access based on least privileged access guidelines. Workforce members are only granted rights to access assets needed to fulfil the job functions. Validation is enforced through a full life cycle for identity access management process, and a bi-monthly validation of all access privileges per policy.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: Between 6 months and 12 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: OpenText has a Global Information Security Policy based on ISO 27001. The details of this policy are confidential. If required, OpenText will be prepared to discuss this policy and details of how these policies are followed on a one to one basis with our customers subject to an agreed NDA.

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: OpenText follows a fully mature ITIL Change Management process. More details are available upon request.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Monthly industry standard vulnerability scanning. External vulnerability scans. Results are collected, prioritized, and assigned to owners using the Common Vulnerability Scoring System, where they are assessed for resolution planning. ; ; Unified Threat Management system and Intrusion Prevention services. All critical vulnerabilities via a vendor patch, remediation asap but not later than 30 days of identification and release of appropriate system/application patch. ; ; All required system upgrades or patches, remediation within 90 days of their identification and the release of an appropriate system/application patch.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: This is covered by the OpenText Information Security Incident Management policy described within section 16 of the GISP. Due to sensitivity of security issues, the GISP and ancillary documents are considered OpenText Confidential.
• 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: This is covered by the OpenText Information Security Incident Management policy described within section 16 of the GISP. Due to sensitivity of security issues, the GISP and ancillary documents are considered OpenText Confidential.

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

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  OpenText is committed to enabling our customers digital transformations, to become more efficient and reduce their environmental impacts through the use of our products and services. All of our products are delivered digitally, thus we have no need for manufacturing or packaging. Enterprise Information Management solutions by OpenText provide climate solutions for our customers by virtualizing servers, and condensing storage requirements. ; Zero footprint articulates our commitment to measuring and managing our environmental impact and integrating environmental innovation into our everyday business practices. Staying competitive in the marketplace, attracting the best talent, and having a positive impact on the planet means zeroing-in and holding ourselves accountable to our targets.

Pricing

• Price: £0.01 a unit a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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