OPEN FIFTH LIMITED

Knowvation

Knowvation is a web-based digital repository for an extensive range of electronic media formats plus records management, advanced search technology plus the
ability to combine full-text and geospatial searches using graphical interfaces like Google Earth™. OPEN FIFTH's implementation services include integration, training, data conversion, project management, server hosting, on-going support.

Features

• Fully browser based for staff and public interfaces
• Four search modes: fuzzy searching, concept, Boolean and exact match
• Supports over 200 different types of media formats
• Integrated search/browse or browse /search bidirectional filter
• Geospatial searching integrated with graphical map interfaces
• Built in version control capability
• Foreign language support including cross language searching
• User group, index and individual document security levels
• Customisable web site and user interface
• Scanned images are OCRed when loading

Benefits

• Retrieves on the basis of equivalent meaning
• Allows for OCR, spelling and typo errors
• End user configuable search and result screens
• Handles virtually any media format
• Restrict access to sensitive documents within the collection
• Browse a collection hierarchy without needing to search
• Combine full text search with metadata to focus search strategy

£4,990 to £117,162 a server a year

• Free trial available

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 sales@openfifth.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

894127894058470

Contact

Andrew Auld
+44 (0) 1483 378728
sales@openfifth.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: Web browser access from user site

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response time depends on the classification of the fault (classification is agreed with the customer). Priority 1 (P1) service is “down” response within 30 mins, Priority 2 (P2) service severely degraded response within 1 hour, Priority 3 (P3) non-essential features impaired response within 4 hours, Priority 4 (P4) minor/cosmetic response within 1 day. These response times are during business hours. Weekend support available on negotiation.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: The same high support level of support is provided to all of our customers (described in 'Support response times' above). Support costs are based on the scale and complexity of the customer's system. Each customer is provided with an Account Manager, who reports to the Commercial Director.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Having identified the project teams from the customer and supplier organisations, the project managers arrange a project kickoff meeting to work out realistic target dates for the various tasks and milestones involved in the project. The most important dates are those that affect a large number of people such as the training and go-live dates. We then have an implementation workshop where configuration and customisation options are discussed and agreed. Following on from that we then install and configure the system to meet your requirements and carry out data migration and loading. We then train your staff and then move to live running and ongoing hosting and support.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: On request we can provide relevant data by secure ftp.
• End-of-contract process: On request we can provide relevant data by secure ftp. Any additional processing of the data would be charged at the then prevailing professional rate for services.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Knowvation is a web-based digital repository for an extensive range of electronic media formats plus records management, browse and advanced search technology plus the ability to combine full-text and geospatial searches using graphical interfaces like Google Earth™. A full range of implementation and support services provided.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We would check and advise on accessibility compliance in response to customisation requests.
• API: Yes
• What users can and can't do using the API: A complete API exposes all system functionality to facilitate customisation and integration of Knowvation with 3rd party and legacy enterprise applications. Communication with the back-end Enterprise Java Beans is done via RMI and JNDI over HTTP/SSL, allowing any Java application either local or remote access to system functionality.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: There are a wide range of parameters and configuration options that can be set by buyers. In addition, the look and feel of public interfaces can be customised to meet branding and other requirements

Scaling

• Independence of resources: We can configure the amount of resources made available to each of our installations. Depending on the size of the system we can install the service on a dedicated server with no other users.

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide comprehensive metrics on uptime using the Zabbix monitoring service. In addition, statistics relating to help desk performance can be derived from our CRM system used for call management.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Progressive Technology Federal Systems, Inc.

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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• 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: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: A range of tools to export data are contained within the application.
• Data export formats: Other
• Other data export formats: Format agreed on request
• Data import formats: Other
• Other data import formats: Format agreed on request

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: The annual availability of the Software Programs will be better than 99.9%. Service credits for failure to meet availability targets can be agreed as part of individual contract negotiations.
• Approach to resilience: Available on request.
• Outage reporting: In the rare case of outages, users are alerted by email and by posts to the user forum.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to support channels is via an authorised login and password to the support portal. Each user can see all the support tickets of all other users within their organisation. Access to management interfaces within the application is controlled by user access level which is linked to the user login. This defines the permissions and roles each user or group of users is able to carry out
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • 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: 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: 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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 26/06/2023 - Certification number 193891
• What the ISO/IEC 27001 doesn’t cover: Certification is limited to the provision of hosting, implementation and support services for a range of products in the library sector.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: Risk Ledger

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials.; Cyber Essentials Plus.; Risk Ledger.
• Information security policies and processes: Our information security policies and procedures are built around principles defined in ISO27001. We have been implementing, hosting and supporting library systems since 2007 and have a wealth of experience in the security and assurance processes needed to deliver these services efficiently and effectively. Documentation on our security management plan is available upon request

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have a well documented and proven process for change management. As part of our project management discipline changes are documented and audited. Configuration changes are documented within the system and recorded in action logs. Implementation of the product by OPEN FIFTH LIMITED is controlled by weekly project implementation meetings and weekly upgrade meetings. Also, at an initial installation meeting a detailed configuration spreadsheet is used to maintain change control.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: As part of our ISO27001 procedures a full risk identification and management process is regularly taken and the resulting policies audited upon a regular basis. As part of the risk analysis, vulnerabilities are identified and appropriate measures taken to obviate or mitigate. Depending upon the severity of the threat, patches can be deployed in under two hours. Information about potential threats is derived from a range of sources including security list services and other relevant sources. Where appropriate our servers are configured to automatically upload and deploy security patches from approved sources.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Zabbix and Intrusion detection software is used to monitor key processes and alert to suspicious behaviour. File validation checks are carried out on a regular basis. Network intrusion detection software is also employed by our hosting provider. When a potential compromise is found we follow our ISO27001 procedure for managing compromise events. We would aim to have an immediate response to any compromises.
• Incident management type: Supplier-defined controls
• Incident management approach: Our Incident Management processes are carried out according to ISO27001 principles and audited accordingly. Support calls are placed on and managed via the support portal. There are clear escalation paths for the management of incidents. In the case of a severe breach users would be notified immediately

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

  Fighting climate change

  OPEN FIFTH LIMITED is a SME operating at or close to Net Zero. We have been virtual since our founding in 2007 and so have no commuting employees. We almost exclusively use public transport for business travel. All our hosting provision is Net Zero. We are a paperless organisation. We seek to carbon off-set all flights taken as part of our business operations. We only procure new hardware and peripherals when required to do so by IT security obsolescence rules. All replaced hardware and peripherals are recycled.

Pricing

• Price: £4,990 to £117,162 a server a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Access to a sandbox environment with admin privileges can be negotiated on request.

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 sales@openfifth.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.