OpenText Corporation

OpenText Core Case Management for G-Cloud

Experience elevated efficiency with SaaS based content-centric process automation. Core Case optimizes processes by categorizing, extracting, generating, and automating documents across structured and unstructured workflows. The seamless integration of Core Case into the Core Ecosystem results in actionable insights, empowering knowledge workers to make well-informed decisions.

Features

• Unified case workspace to manage complete end to end lifecycle.
• Automate complex data driven business decisions, notifications, SLA, etc.
• Self-service reporting tool for building dashboards with customised KPIs.
• No-Code case application builder driven by data, process, rules.
• APIs to integrate business applications for content collaboration across case.
• Case widgets in Core Content to manage case lifecycle.
• Secured and granular access to case definitions and instances.
• User-driven portal for case initiators to manage case lifecycle.
• Configure ad-hoc tasks and initiate dynamic workflows.
• Author email notification templates within case attributes.

Benefits

• Multi-Tenant SaaS offering with low TCO.
• Time and Cost-Effective, supporting fast adoption and ROI.
• Automate dynamic, collaborative case-based workflows.
• Deliver seamless customer and employee experiences.
• No IT resources required, with ‘no code’ workflow configuration.
• Improve decision making, access all information in a unified workspace.
• Increase productivity, by creating, tracking, and managing cases via Dashboards.
• Accelerate case resolutions, eliminate manual, disjointed processes with seamless access.
• Tailor to needs, across all departments and business functions.
• Empower caseworkers by bringing people, content, and processes together.

£384.13 a user a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 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

914324180695222

Contact

Gideon Jones
01189848000
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: The service can also be used as an add-on to other OpenText software services
• Cloud deployment model: Public 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: No
• Support levels: This will be provided using the OpenText Prime Support, provided online or via phone.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The solution is designed to be intuitive. Online context sensitive help is provided. Any additional requirement for Training would need to be agreed with OpenText prior to contract.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Please refer to the Contract Terms. The OpenText Agreement outlines the description of services provided.
• End-of-contract process: Please refer to contract terms.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Browser interface. ; REST API.
• Accessibility standards: None or don’t know
• Description of accessibility: Via browser interface or REST API.
• Accessibility testing: None.
• API: Yes
• What users can and can't do using the API: Users can access via the REST API.
• 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: Configuration only is supported.; REST based extension points.

Scaling

• Independence of resources: OpenText Core Case is a SaaS application designed to support multi tenancy and is dynamically scaled according to demands being placed upon it.

Analytics

• Service usage metrics: No

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: 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: 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: Case data can be exported into CSV or Excel.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: Master data can be imported.

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: OpenText Core Case availability is typically above 99.5%.
• Approach to resilience: Please see the following link: https://www.opentext.com/assets/documents/en-US/pdf/opentext-ocp-fundamentals-pp-en.pdf
• Outage reporting: Email notifications. Updates are also available via the OpenText webpage: status.opentext.com

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: User access is replicated based on Core Case role based permissions.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: No
• 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: No
• Security governance approach: ISO27001 and SOC 2 type II.
• 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: £384.13 a user a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 gjones@opentext.com. Tell them what format you need. It will help if you say what assistive technology you use.