Oyster Information Management Solutions Limited

OpenText Core Content

A SaaS content service built to power modern work.
Core Content combines content management expertise with integrations to leading business applications such as SAP,
Salesforce, Microsoft) Organisations can maximise productivity, accelerate processes, and enhance governance.
The right content can be surfaced to the right people at any time.

Features

• Business workspaces, connecting content to processes and people.
• Collaboration with MS Teams and authoring with MS 365.
• Built-in Intelligent Viewing, for all common file types.
• Full-Text Search structured and unstructured content.
• Workflows, tasks, widgets, customisable interface, to configure tailored business solutions.
• Browser Interface and Mobile Application to aid flexible working practices.
• Records Management, version control, retention rules, legal holds, audit trails.
• Simplified Permissions and Authentication to ensure content security .
• APIs and ootb integrations with lead applications, (Microsoft, Salesforce, SAP).
• Integrations with Core Case Management and Core Signature.

Benefits

• Multi-Tenant SaaS offering with low TCO.
• Time and Cost-Effective, supporting fast adoption and ROI.
• Accessible with no technical expertise required to implement effective solutions.
• Purpose-built platform to solve common Content Management Challenges.
• Assist with regulatory compliance including GDPR, reduce risk.
• Includes anywhere, anytime access with highly available SLAs.
• Improve end-user productivity by rapidly delivering the right information.
• Utilise enterprise information in the context of relevant business processes.
• Effective, consistent security and privacy controls and defensible deletion.
• Integrations to applications ERP/CRM deliver single source of the truth.

£27 a user a month

• Free trial available

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 josef.elliott@oyster-ims.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

663196603072481

Contact

Josef Elliott
0207 199 0620
josef.elliott@oyster-ims.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: The service an also be used as an add-on to other OpenText software services.
• Cloud deployment model: Public cloud
• Service constraints: Prior to agreeing contract, buyers should contact OpenText to confirm terms, solution and scope.
• System requirements: Not applicable. Service is provided using OpenText 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; • 4 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: No
• Support levels: This will be provided using the OpenText Prime Support, provided online or via phone.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The solution is designed to be intuitive. Online context sensitive help is provided.
• Service documentation: No
• End-of-contract data extraction: OpenText Agreement outlines the description of services provided.
• End-of-contract process: Contract terms.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The solution has been designed with a mobile app for iOS. Interfaces are optimised for the client device accordingly.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Browser interface.; REST API.
• Accessibility standards: None or don’t know
• Description of accessibility: Via browser interface or REST API.
• Accessibility testing: None.
• API: Yes
• What users can and can't do using the API: Users can access via the REST API.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Configuration only is permitted.

Scaling

• Independence of resources: OpenText Core Content is a SaaS application designed to support multi tenancy and is dynamically scaled automatically according to demands being placed upon it.

Analytics

• Service usage metrics: Yes
• Metrics types: Number of users and amount of storage.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: OpenText

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: European Economic Area (EEA)
• User control over data storage and processing locations: No
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: All data at rest is encrypted with AES256.
• 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: Content can be exported via the UI (Zip and download) and also via API's.
• Data export formats: Other
• Other data export formats:
  • Dependent on source format
  • PDF
• Data import formats: Other
• Other data import formats:
  • Dependent on source format.
  • PDF

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: OpenText Core Content availability is typically above 99.5%.
• Approach to resilience: Available upon request.
• Outage reporting: Email alerts are used - authorized points of contact (“POCs”) will be notified as soon as possible or within 24 hours.; ; For Planned Outages customers are notified in advance via a post on the Core site and via a direct email to POCs.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: User access is replicated based on Core Capture role based permissions.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: No
• 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: No
• Security governance approach: OpenText are currently working towards ISO27001 and SOC 2 type II standards but do not have certification for this solution currently.
• Information security policies and processes: OpenText has a Global Information Security Policy based on ISO 27001:2013. 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. Annual external vulnerability scans. Results are collected, prioritized, and assigned to owners using the Common Vulnerability Scoring System.; ; Unified Threat Management system has updated real-time Anti-Virus and Intrusion Prevention services. Security intelligence feeds from industry leading & government organizations such as CCIRC in Canada or US-CERT in the United States.; ; 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. This can be discussed one to one with a prospective customer under a mutually signed NDA.
• 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. This can be discussed one to one with a prospective customer under a mutually signed NDA.

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

  Oyster IMS is committed to support action to prevent climate change. Our Carbon Reduction Plan forms part of Oyster IMS’ actions towards Net Zero emissions, overseen by our Environmental, Social and Governance (ESG) Group. This Carbon Reduction Plan has been completed in accordance with PPN 06/21 and associated guidance and reporting standards for Carbon Reduction Plans.

  Covid-19 recovery

  Oyster IMS continued to service customers throughout the Covid-19 pandemic and has ensured that all activity has tried to have a positive effect on helping our customers recover as well. We have continued to provide 100% of our services on a hybrid basis but are increasingly moving back to more face-to-face meetings as and when this suits our clients.

  Tackling economic inequality

  To tackle inequality in employment, skills and pay at Oyster IMS we train our managers and all other employees about our equal opportunities policy to all employees that encourages equality, diversity, and inclusion. We carry out annual equal pay reviews with an aim to have a clear pay structure and ensure all employees are aware what they need to do if they want to take on higher-paid roles.

  Equal opportunity

  Oyster IMS is committed to encouraging equality, diversity, and inclusion among our workforce, and eliminating unlawful discrimination. The aim is for our workforce to be truly representative of all sections of our society, and for each employee to feel respected and able to give their best. We monitor the make-up of our workforce regarding information such as age, sex, ethnic background, sexual orientation, religion or belief, and disability as well as aiming to be an equal opportunities employer that reflects the expertise and diversity of our local community and ensure we source and attract a diverse pool of candidates.

  Wellbeing

  At Oyster IMS, we promote and develop work-life balance practices to ensure we maximise employment opportunities for all and continue to offer flexible working hours, home working opportunities, part-time opportunities to improve the range of opportunities we offer. We actively create a working environment free from bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all and where individual differences and contributions of all employees are recognised and valued.

Pricing

• Price: £27 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: OpenText offer a self-sign up trial version available for up to 90 days.

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 josef.elliott@oyster-ims.com. Tell them what format you need. It will help if you say what assistive technology you use.