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OpenText Corporation

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
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

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
  • PDF
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
  • PDF
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 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
£1,128.10 a user 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.