OpenText AppWorks Low-Code Platform for Case and Business Process Management - UK G-Cloud
OpenText AppWorks platform accelerates digital transformation initiatives by empowering solution builders with an AI-enabled, low-code tool for dynamic case management and end-to-end process automation applications. Its synergy with OpenText Extended ECM and integration with enterprise apps, enables seamless connection, optimisation, and orchestration of information flows, boosting productivity and customer satisfaction.
Features
- Dynamic Case Management
- Business Process Automation
- Content Management
- Information driven design
- Low-code configuration
- Enterprise integrations
- Analytics and Reporting
- Modern responsive user interface
Benefits
- Rapidly realise your Digital Transformation agenda
- Improved legal and regulatory compliance
- Increased user productivity
- Significantly reduce the time to decision
- Easily integrate and orchestrate existing systems
- Optimise and iterate changing business operations
Pricing
£1,128.10 a user a year
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
8 2 8 0 8 6 3 4 1 9 9 4 0 7 8
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
- Options are available to add this to other OpenText solutions (for instance Extended ECM).
- Cloud deployment model
- Private cloud
- Service constraints
- Prior to agreeing contract, buyers should contact OpenText to confirm terms, solution and scope.
- System requirements
- Not applicable. The 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
• 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 help is provided. Any additional requirement for Training would need to be agreed with OpenText at an extra cost prior to contract.
- Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
- Please refer to the Contract Terms. The OpenText Subscription Agreement outlines the description of services provided, including any data return or data destruction obligations.
- End-of-contract process
- OpenText offers a standard Data Return Service. Should additional services be required to provide data transformation, this will need to be agreed and charged for accordingly.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Microsoft Edge
- Firefox
- Chrome
- Safari
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- Interfaces are optimised for the client device accordingly.
- Service interface
- Yes
- User support accessibility
- None or don’t know
- Description of service interface
- System services can be accessed via standard services such as REST and SOAP.
- Accessibility standards
- None or don’t know
- Description of accessibility
- Standard web input and output controls. The solution also supports Section 508 accessibility requirements.
- Accessibility testing
- OpenText solutions are developed under design guidelines that are aimed specifically at ensuring on-going Section 508 compliance. Our software developers are trained in Section 508 criteria to support our product accessibility. Full details are available in the Section 508 Voluntary Product Accessibility Template for this and other OpenText products at https://www.opentext.com/about/vpat
- API
- Yes
- What users can and can't do using the API
- The API is available for End Users (restrictions apply). Any interaction with the API would need to be agreed and designed and/or approved by OpenText Professional Services. Additionally should a Sandbox / Test environment be required for our API, this can be arranged at an additional cost.
- 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.
Users can also personalise the User Interface to suit preferences.
Scaling
- Independence of resources
- The offering is a Private Managed Cloud with segregation of data.
Analytics
- Service usage metrics
- Yes
- Metrics types
- Status reports will be delivered by the Delivery Managers. This report will include, and not limited to, the following elements: • Call summary: closed, open and wait. • Overview of all calls logged and in progress (open). • Overview of all calls waiting on input from customer (wait). • Overview of all calls resolved (closed). • Usage summary of any additional and optional support programs or services the customer is subscribed to. • Metrics and other items as agreed in the Cloud Services Agreement A distinction will also be made in the report between support, product, consultancy, and training requests.
- Reporting types
- Regular reports
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
-
- 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 utilise the app download features to download data.
- Data export formats
- Other
- Other data export formats
-
- Application dependent exports.
- Customer specific exports (at an agreed additional cost).
- Data import formats
- Other
- Other data import formats
-
- This is dependent on source format.
- Almost any digital format is supported.
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Other
- Other protection between networks
- All traffic is via HTTPS using TLS encryption. Optionally, traffic can be restricted over VPNs only.
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
Availability and resilience
- Guaranteed availability
- Our application availability base level is 99.5%.
- 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)
- Dedicated link (for example VPN)
- 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
- Dedicated link (for example VPN)
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 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
- Between 1 month and 6 months
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Schellman
- ISO/IEC 27001 accreditation date
- 07/06/2023
- What the ISO/IEC 27001 doesn’t cover
- This is detailed on the ISO Certificate which is available upon request subject to NDA.
- 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 changeFighting 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
- £1,128.10 a user a year
- Discount for educational organisations
- No
- Free trial available
- No