The Access Group

Access Proclaim

Proclaim is a cloud hosted case and practice management solution for law firms and legal services organisations.

Proclaim integrates file management, document management, workflow, reporting, accounting, time recording, task and diary functions into one seamless tool.

Features

• Centralised data storage
• Document production and management
• Automation and task management
• Workflow and sector-specific content
• Communications and self service
• Flexibility and configurability
• Powerful MI and reporting
• Integration

Benefits

• One single source of truth, no effort duplication
• One-click or automated document production and storage
• Reduce manual effort, free staff to add value
• Dedicated work-area specific support and guidance
• Customer self service, to reduce inbound enquiry handling
• Have it your way - configurable look and feel
• Instant access to practice and case data and MI
• Best of breed approach with complementary solutions
• Reduce risk and operational error

£43.00 to £251.00 a user a month

• Education pricing available

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 Pete.Martinsmith@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

764763454722568

Contact

Pete Martin-Smith
01206322575
Pete.Martinsmith@theaccessgroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements:
  • MS Office 2013 or above
  • Windows 2008 or above

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Access has developed a range of support plans. Our online Knowledge base and Community service plans are available to all our clients. We have made significant investment in our client support tools. The Success portal provides around the clock access to log incidents, browse articles and videos to find solutions. Our Support teams are available M-F 9-5 ( or 8-6 on Standard/Premium) On these plans P1 cases are responded to in 1 hour. Please refer to Access for further details
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: Support levels covered as part of annual fee are:; ; P1 (critical) - For tickets logged by telephone, immediate response, for tickets logged by other means, response within 1 working hour.; Tickets transferred to a product expert within 1 working hour.; ; P2 (high) - For tickets logged by telephone, immediate response, for tickets logged by other means, response within 1 working hour.; Tickets transferred to a product expert within 1 working hour.; ; P3 (normal) - For tickets logged via the Call Management Centre a response will be given within 2 working hours by a product specialist.; For tickets logged via email a response will be given within 3 working hours by a product specialist.For tickets logged via telephone a response will be given immediately and assigned to a product specialist within 4 working hours.; ; P4 (low) - For tickets logged via the Call Management Centre a response will be given within 4 working hours by a product specialist.; For tickets logged via email a response will be given within 4 working hours by a product specialist. For tickets logged via telephone a response will be given immediately and assigned to a product specialist within 6 working hours.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: At the start of the implementation we will appoint a Project Manage/Lead Consultant that will be assigned to your project. The primary objective of the Project Manager is to plan and co-ordinate activities during the implementation stage to help ensure a consistent approach to the implementation directed at achieving your business objectives. To support the implementation of our recommended solution there is a comprehensive range of services available directly from us. Services that we can provide as part of the implementation stage are:; ; • Project Management; • Data Conversion; • Education and Training; • Consultancy; • Technical Consultancy; • Account Management
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users can run reports using the custom export facility in the software. We can also work to provide a backup of your database if required, we are happy to discuss specific requirements.
• End-of-contract process: Documentation is provided to help you extract your data at no additional cost. Support can be provided to extract data on a time and materials basis.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is a mobile application available for use with Proclaim. Facilities available on the mobile app are:; ; Time recording; Data lookup; Document lookup; Task management; Note recording
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Proclaim is built to an "open systems" ethos, and our API incorporates a suite of web services. To date, over 100 integrations have been completed with complementary solution providers, including property search agencies, Government bodies (MoJ, HMRC), ID/AML agencies, BI solutions, and more.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: A huge range of elements of Proclaim can be customised by appropriately authorised users, including but not limited to:; ; - screen appearance; - field appearance; - workflow steps; - reporting; - documents

Scaling

• Independence of resources: The Proclaim environment can be provided in a single instance for your own organisation, and as the user population grows the resources that power Proclaim will also grow elastically to support the demand. This covers CPU, memory and storage as well as load balancer technologies providing the best in performance as well as resilience.

Analytics

• Service usage metrics: Yes
• Metrics types: User Login and Processes undertaken, workflow activities are recorded in the system. In addition to viewing the logs through the system administrator, these activities can be analysed through the system Business Intelligence tools. These can be used to identify utilisation around the system, as well time taken on key processes. This can help identify how well the system is being adopted across your organisation
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• 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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Information from the system can be easily exported (CSV, XML, Flat files, Delimited, Structured). A full data dictionary is also available. ; ; There is a facility to import data using our API, or indeed our Import Utility.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • Flat Files
  • Delimited
  • Structured
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks: Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We will use commercially reasonable efforts to make the SaaS available 24 hours a day, seven days a week, except for unavailability during emergency or routine maintenance. Our monthly availability has not dropped below 99.8% in any 4 week period in the last 12 months.
• Approach to resilience: The Access Hosting solution has been designed to enterprise level with the highest possible specification for resilience and replication. Split across 2 of the UK’s premium data centres, the solution delivers replication and recovery options that are unrivalled in the mid-market arena. The solution operates in a near continuous state across both datacentres minimising data loss in the event of a total data centre blackout. This is achieved using Zerto Virtual Replication and VMWare vSphere being delivered as a service to the Access user. The solution has been designed so that there is no hardware single point of failure. Dual Firewalls are used to connect to dual switches, SANs and Physical Hosts. Internet connectivity is protected using the Border Gateway Protocol (BGP) ensuring connectivity in the event an outage of an upstream Internet Service Provider occurs. The Physical hosts run VMWare ESX and operate within a VMWare vSphere cluster. One cluster node is located in Telehouse with the second in Equinix. The use of these technologies ensures that storage and virtual machines are resident in both datacentres giving maximum flexibility in the case of a disaster.
• Outage reporting: Users can subscribe to email alerts giving updates on scheduled maintenance and outages. An online portal is also available to clients

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: We operate role profile based Access Control - based on least privilege access. This applies to all our services
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Dedicated link (for example VPN)
  • 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: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAR
• ISO/IEC 27001 accreditation date: 01/09/2014
• What the ISO/IEC 27001 doesn’t cover: Nothing is excluded from the Standard
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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: All controls included within Annex A of the ISO27001:2013 standard. Statement Of Applicability (SOA) available on request.

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: All change management is undertaken in line with ISO27001:2013 using JIRA for audit purposes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Patched and audited by our patch management system. All non-critical OS patches are applied within one calendar month of release, first into pre-production and then into production, as part of the scheduled maintenance window. AV Updates - Signatures are updated hourly. / Rules are reviewed at minimum every 3 months. Logs are reviewed at minimum every 3 months. Access staff responsible for the maintenance of our hosting services subscribe to industry newsletters, belong to various security forums and we additionally receive notifications from our vendors.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We have traffic monitoring and content based alerting which alerts on changes to the site and/or traffic flows implemented at infrastructure and application level. We proactively monitor third party suppliers (hardware, OS, application/web and database server software) vulnerability reporting and security fix availability. Any vulnerabilities found and fixes provided by third party suppliers are patched by our infrastructure team in a timescale appropriate for their level of severity. Any penetration test findings are fixed by Development in a timescale appropriate for their level of severity. Our infrastructure response is within 1 hour in the SLA period 8am-8pm Monday – Friday.
• 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: We operate a robust incident management process in line with ISO27001:2013 Staff are encouraged to report all incidents using a pre-defined process using a form available on our Company Collaborate site Incident reports will be provided following forensics and closure

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Access UK Limited is a Software author and provide associated services, including Hosting, Payroll Bureau and Payment services. We recognise that although we do not undertake manufacturing, our day to day operations will have impact on the environment at global, national, and local level. We are committed to the care of the environment and the prevention of pollution. •Access ensures that all our operations are carried out in with the minimum adverse effect on the environment but implementing many available resources and approved processes •We protect the environment by striving to prevent and minimise our contribution to pollution of land, air, and water •We keep wastage to a minimum and maximise the efficient use of materials and resources, and manage disposal of all waste in a responsible manner •We use energy, water, and natural resources wisely and prevent pollution by minimising waste, recycling whenever possible and properly disposing of waste that cannot be recycled. •Our management processes are developed to ensure that environmental factors are considered during planning and implementation •We raise employee awareness and encourage best practices for sustainability at work

  Equal opportunity

  We want everyone to feel at home at Access, knowing that they are valued for what they do, not who they are. We want people to feel that they truly belong here regardless of their age, gender, race, sexual orientation, or anything else that makes them individual; after all, if we were all the same it would be a pretty dull place. We love the fact that we’re all different. Having more diverse perspectives at work improves how we run our business, helps us support our customers, and when you think about it, it's just more fun. For us, this all starts with helping everyone feel part of the family and being at their best every day, making Access a place where everyone can love what they do and do what they love. We all have regular check-ins with our leaders, take part in monthly employee surveys, have lots of chances to share our views and ask for help, and with our own learning system, 'Access Shine', we really can make things even better each and every day. At Access we'll always hire the best candidate but we're continually looking for creative ways to increase the mix of diverse candidates into our recruitment process. On the basis that you ‘have to see it, to be it’, one thing we're doing is sharing more stories to celebrate the wonderful diverse range of talent we have at Access. It is important for us that our employees understand and reflect the customers and communities we support, and we want everyone to feel at home here, knowing that they are valued for what they do, not who they are. We want people to feel that they truly belong here regardless of their age, gender, race, sexual orientation, or anything else that makes them individual.

  Wellbeing

  Access places specific emphasis on the health and wellbeing of its staff and provides a “Well-being” hub in workspace that provides support for Mental Health, Finances, Social, Physical, Emotional and purpose. Assistance from Health Assured is available for all staff and there are training resources for “working in the new normal” and “Mental health and wellbeing” . Access also has “well-being” champions throughout the organisation. This is supported by monthly employee “check in” surveys and offers of flexible working for staff to meet caring commitments.

Pricing

• Price: £43.00 to £251.00 a user a month
• Discount for educational organisations: Yes
• 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 Pete.Martinsmith@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.