WM Promus

OpenText Hybrid Cloud Management X (HCMX)

OpenText Hybrid Cloud Management X is DevOps-driven hybrid and multi-cloud management software that drives cloud service agility. It provides a flexible and extensible cloud management solution comprised of hybrid and multi cloud management capabilities, DevOps enabling automation release automation capabilities and cloud service brokering capabilities.

Features

• Cloud cost optimization
• Compliance guardrails
• Hybrid cloud fulfillment
• Self-service portal
• Reusable automation designs
• Lifecycle management orchestration
• Available as SaaS, on premises, or in the cloud

Benefits

• Increased Efficiency and Agility
• Reduced Costs
• Improved Governance and Compliance
• Simplified Management
• Enhanced Developer Productivity
• Flexibility and Scalability

£11.63 to £6,262.28 a unit a month

• Free trial 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 ewong@wmpromus.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

836355006629427

Contact

Emma Wong
44 (0) 203 946 6226
ewong@wmpromus.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: HCMX can be an add-on or extension to other OpenText software services, particularly those related to Enterprise Content Management (ECM) like OpenText Content Suite. This integration allows for centralized management of both content and the underlying cloud infrastructure.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: There are no service constraints.
• System requirements:
  • Internet
  • Web browsers

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: The software is supported by the SaaS product vendor in addition to add on support from WM Promus. Our support services have embedded Service Level Agreements (SLAs) that stipulate the required response times. Our standard support offering is Mon-Fri, 9 to 5. On request, we provide weekend support. Response times vary depending on incident and request priority but all fall within 1 working day. Pricing is dependent on the level of support required. All clients are assigned a technical account manager.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The software is supported by the SaaS product vendor in addition to add on support from WM Promus. We provide comprehensive support for cloud-based and on premise services. This includes helping you choose the right cloud platform, migrating your applications, and ongoing maintenance. We also offer expert guidance on security, scalability, and performance optimization. Our goal is to ensure your cloud environment runs smoothly so you can focus on your core business. We offer a service where we act as a conduit between clients and vendors or hosting providers in addition to being the first point of contact should an incident occur. We operate a world-class servicedesk and follow ITIL best practice to deliver the service support. Our support services have embedded Service Level Agreements (SLAs) that stipulate the required response times. Our standard support offering is Mon-Fri, 9 to 5. On request, we provide weekend support. Response times vary depending on incident and request priority but all fall within 1 working day. Pricing is dependent on the level of support required. All clients are assigned a technical account manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: OpenText offers several resources to help users get started with Hybrid Cloud Management:; ; Documentation:; ; >OpenText provides comprehensive HCMX documentation on their website. This documentation would typically cover installation guides, user manuals, API references, and troubleshooting guides.; Training:; ; >OpenText offer HCMX training courses or certifications to equip users with the knowledge and skills to effectively utilize the platform. These can be instructor-led sessions, online courses, or a combination of both.; Professional Services:; ; >OpenText has a network of professional service partners who can assist with HCMX implementation, configuration, and user training. These partners can provide customized guidance based on your specific needs and environment.; Support:; ; >OpenText offers customer support channels for HCMX users. This might include a ticketing system, knowledge base articles, or even live chat support depending on the specific support plan.; Free Trial or Demo:; ; > OpenText offer a free trial or demo version of HCMX to allow potential users to explore the platform's functionalities before committing to a purchase.; Online Resources:; ; In addition to official resources, independent communities or forums dedicated to OpenText products might exist online. These communities can be a valuable resource for finding tips, tricks, and answers to common HCMX questions from other users and enthusiasts.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Request export via support ticket. Data made available on secure FTP.
• End-of-contract process: Data export included in cost. Usage and other metrics dependent on support level.

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: Native mobile applications for Android and iOS complement the web service; portal with an interface that focuses on tasks you can conveniently manage on the; go—such as multilevel approval workflows for service requests.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Dashboard: A central dashboard providing a high-level overview of your hybrid cloud environment; ; Resource Management: Sections dedicated to managing different cloud resources.; ; Workflow Management: A section for designing and automating workflows for cloud provisioning, configuration, and management tasks.; ; Catalog: A catalog containing pre-defined templates and blueprints for deploying applications and services consistently across your hybrid cloud.; ; Reporting and Analytics: Features for generating reports and analyzing data on cloud resource usage, costs, and performance.; ; Self-Service Portal: A dedicated portal where authorized users can request and provision cloud resources themselves.; ; Configuration Management: Tools for managing configurations and ensuring consistency across cloud environments.
• Accessibility standards: None or don’t know
• Description of accessibility: The service is generally WCAG 2.0 compliant but due to range of services and types of graphical data the service is constrained.
• Accessibility testing: This can be provided by Opentext upon request
• API: Yes
• What users can and can't do using the API: Leveraging the OpenText Hybrid Cloud Management (HCMX) service API allows users to interact with the HCMX platform programmatically. This translates to a wider range of actions compared to the user interface. WM Promus provide consultancy services to support integration via the API.; ; Capabilities of HCMX service API:; ; > Provisioning and Management: Users can automate tasks like provisioning virtual machines, storage, and network resources across hybrid cloud environments.; > Configuration Management: The API allows programmatic configuration of cloud resources, ensuring consistency and reducing manual errors.; > Workflow Automation: Users can develop and deploy automated workflows using the API to streamline repetitive cloud management tasks.; > Data Retrieval: The API facilitates programmatic retrieval of data on cloud resource usage, costs, and performance for further analysis.; Integration with External Tools: The HCMX service API allows integration with other IT management tools and automation platforms for a more comprehensive cloud management experience.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: It is possible to use custom code to edit or add business rules and flows. There is role-based access control to determine who can do this.

Scaling

• Independence of resources: Load balancing. Redundant architecture. 24/7 monitoring team

Analytics

• Service usage metrics: Yes
• Metrics types: Utilisation, users
• Reporting types: Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data in encrypted at rest using 3PAR SED, FIPS 140/2 compliant drives
• 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: Raise support ticket
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLS
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network: Other
• Other protection within supplier network: Security of environment through isolation, allowing data to pass freely

Availability and resilience

• Guaranteed availability: OpenText provide Customer access to the Software-as-a-Service production application on a twenty-four hour, seven days a week (24x7) basis at a rate of 99.9 % (“SaaS Service Uptime Metric”).
• Approach to resilience: To ensure that infrastructures such as: Remote access, Active directory, DNS services, mail services, DB services, and mission critical customer facing applications such as: the Customer Authentication systems, and the Ticketing system are fully disaster recoverable, using Business Impact Analysis (BIA) MFI SaaS identified and prioritized system components and mission/business processes, and established the backup strategies required to enable both employees and customers to keep a communication channel open in case of any disruption.; In the standard Recovery Point Objective (RPO), MFI SaaS performs both on-site and off-site backups as follows: (Unless there is a special customer contractual requirement);  On-site backup occurs daily and includes a local copy of production data followed by an offsite backup of the same production data to a remote site.;  Backup process takes place out of working hours per region.; When there is a service disruption, customers are notified in accordance with the MFI SaaS customer notification Service Level Objective (SLO) statements.
• Outage reporting: A centralized notification system to deliver proactive communications about application changes, outages and scheduled maintenance

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: Bespoke solution due to customer control integration.
• Access restrictions in management interfaces and support channels: HCMX portfolio has integration with customer authentication services.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 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: Yes
• Cyber essentials plus: Yes
• 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: OpenText corporate policies are designed after ISO 27001

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 non routine changes go through change control requiring approval and verification post implementation
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Monthly Qualys scans, risk assessment based on findings for remediation
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Site scope plus other monitoring services. Respond in real time via 24/7 monitoring team.
• 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: Follows industries standards and complies with all contractual terms. Users report incidents by phone or raising a support ticket. Incident reports are mailed out to user base.

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

  Data Center Optimization - WMPromus adopt a green approach in terms of virtualization and consolidation of servers; optimize resource utilization, reduce physical servers, & lower energy consumption. Annually, WM Promus reviews the IT estate and plans for increased optimization. For clients, WMPromus conduct reviews of client environments and provide recommendations for migrating to a ‘greener cleaner’ landscape. Cloud Computing and Green Hosting - As part of our Cloud & DevOps line of business, WM Promus provide consultancy services related to transitioning to cloud computing services. WM Promus discusses with clients the option to choose green hosting providers that prioritize renewable energy sources for their data centers. Paper-Free Commitment - WM Promus encourage a ‘paper-free’ approach. At all project ‘kickoffs’, discussions on ‘ways-of-working’ encourage printers and printer ink cartridges minimum usage and commit to using online collaboration tools. Travel if necessary- WM Promus promotes a ‘travel if necessary’ policy. The majority of our work is conducted remotely, and our engineers are encouraged to only travel if the client has requested them onsite or if the project work requires an onsite presence. Our training is in virtual classrooms and only in person on request. Our pricing is varied depending on whether an onsite engineer is required, or remote working is suitable; with remote working more favourable for clients financially. This encourages clients to also adopt a ‘travel if necessary’ policy. End-User Devices - WM Promus requests all engineers and employees to adopt power management procedures. WM Promus recycles laptops and other IT devices. There is a strong focus on maintaining equipment and fixing component parts when they break instead of buying entirely new products. WM Promus properly disposes of obsolete electronic equipment being aware of the potentially dangerous chemicals non-designated recycling centers or disposal companies release to the environment.

  Covid-19 recovery

  Critically, WM Promus provide pricing that offers substantial discounts to public sector organisations. In addition, we enable remote work; our services empower organizations to increase remote work capabilities. This promotes social distancing and reduces the risk of transmission while ensuring business continuity. Boosting Collaboration: Features like video conferencing, secure file sharing, and real-time communication tools within our services and project delivery approaches foster collaboration across dispersed teams.

  Tackling economic inequality

  Tackling economic inequality - WM Promus create opportunities for entrepreneurship and help new organisations to grow, tackling economic inequality, supporting economic growth and business creation. WM Promus provides free TED talks about technology advances and how they can help start-up businesses and SME’s to scale up and grow. We host these onsite (and virtually) at our serviced offices where there is a large community of SMEs. These TED talks are free to attend (either in person or virtually). For example, our TED talk “Curious about Artificial Intelligence - Will it help you or replace you?” provided answers to questions such as “What AI solutions can I use to help me in my current role?“ . The feedback on these sessions is that they significantly benefit SMEs who attend with valuable insights into AI tools (that are free) and can be leveraged for innovation and efficiency. WM Promus offer opportunities for work experience or similar activities. WM Promus provides quality secondary-school work-experience placements designed to provide students with practical, hands-on experience in the field of IT consultancy. The school with whom we engage has over two thirds of pupils from minority ethnic backgrounds, over half of the pupils eligible for pupil premium, and a pupil’s attainment at entry level significantly below the national average. Our placements aim to allow students to develop technical skills, gain exposure to professional work environments, and explore potential career paths within the IT sector.

  Equal opportunity

  Equal opportunity - WM Promus have a robust Equality, Diversity, and Inclusion (EDI) Policy. The applications we resell and deliver services against are accessible to users with disabilities by incorporating features like keyboard navigation and screen reader compatibility, user interface elements that cater to diverse visual needs and so on. In addition, they offer multilingual support aligned with our inclusion policy. Our diverse workforce informs training materials and support services offered alongside our solutions.

  Wellbeing

  Wellbeing- WM Promus promote Work-Life Balance and facilitate flexible work for employees. Our services and solutions also do this for clients through asynchronous communication tools (allowing for responses outside core working hours), mobile access for remote work and flexible schedules (thus helping client engineers achieve a better work-life balance by offering them more control over their workload and schedule). Our services and solutions also reduce work stress through automated and streamlined workflows. Automating repetitive tasks frees up users' time and reduce stress associated with manual, time-consuming processes. Our services and solution embed easy-to-use and intuitive interfaces minimizing frustration and cognitive load for users, contributing to a more positive work experience. The Data Privacy and Security features within our offerings demonstrate a commitment to user wellbeing by protecting sensitive information and reducing stress related to potential data breaches.

Pricing

• Price: £11.63 to £6,262.28 a unit a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Time limited trials are available. Assistance with use of the service during the trial is 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 ewong@wmpromus.com. Tell them what format you need. It will help if you say what assistive technology you use.