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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.

Pricing

£0.01 a unit a year

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 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

6 6 0 8 5 4 8 1 6 0 7 4 1 3 5

Contact

OpenText Corporation Gideon Jones
Telephone: 01189848000
Email: 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

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.