Professional Edition

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: Preservica will be entitled to carry out maintenance as follows:

-for urgent and critical maintenance to restore services, at any time without notice
-for urgent and critical maintenance to prevent services from becoming unavailable, at any time without notice
-for proactive maintenance during client working hours with four or more Business Hours prior notice
-for the new releases versions of the Services anytime, provided Preservica has given the Client not less than 3 Business Days prior notice
-for any other maintenance requirement, Preservice shall attempt to minimise interruption of the Services during client working hours.
System requirements: An open connection to the internet is required

Supported browsers: Google Chrome v77+

Supported browsers: Internet Explorer v11

Supported browsers: Mozilla Firefox v69+

Supported browsers: Safari v12 (web browser upload only)

User support

Email or online ticketing support: Email or online ticketing
Support response times: Standard UK Support Services support hours are 09:00 – 17:30 GMT Monday to Friday except for public holidays in the USA and the UK where applicable. Urgent, High & Medium priority requests are responded to within 2 business hours. Low priority requests are responded within 4 business hours. The priority of each request will be determined by Preservica (acting reasonably and considering the views of the client).
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: None or don’t know
Phone support: No
Web chat support: No
Onsite support: No
Support levels: Preservica ensures the same high standard of support for all customers using any edition of Preservica. The Support Service is provided at no extra cost. Customers have access to the Preservica Service Desk and through membership of our user community they can access the User portal which includes product documentation and helpful forums. They can access free to attend topic-by-topic“how to” live training webinars as many times as necessary. Accelerated Success is designed for Preservica Enterprise customers. It is a highly personalized service to help customers accelerate time to value. Our team of technical and digital preservation experts offer dedicated advice, best
practice guidance & technical services.
Support available to third parties: No

Onboarding and offboarding

Getting started: Preservica will provide online instructor lead training for the specified users. This includes access to:
-User training: a series of 1 hour training webinars covering how to ingest, preserve and access material and use existing reports
-Administrator training: a series of training webinars covering the actions available to users with privileged permissions for example, uploading and configuring metadata schemas and transforms, custom reports, and setting permissions
-Documentation: access to Preservica documentation
Service documentation: Yes
Documentation formats: HTML

PDF

Other
Other documentation formats: Online videos
End-of-contract data extraction: Customers can use the built-in workflows to export all content and metadata as dissemination DIP packages that can be downloaded to their network. Using a built-in workflow exports the content in folders to an AWS bucket (S3 storage location) or Azure container (hot blob storage location) that you own.
End-of-contract process: Customers can, for up to 30 days after the contract ends, export or copy their data. Should customers require any additional time beyond this 30-day period, a monthly fee, payable in advance will be charged that is equal to the Annual Subscription Fee divided by twelve. Preservica shall, without liability, be entitled to delete all Client Data and terminate all services 30 days after the termination date or any agreed paid for extension period.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Firefox

Chrome

Safari
Application to install: No
Designed for use on mobile devices: No
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Preservica Professional Edition Interface: The Preservica web app is for customer users to ingest, curate, administer and preserve digital files stored in their preservation repository.
Preservica Portal: This web portal is an out-of-the-box customisable website for providing public access to selected content stored in the customer's preservation repository.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: N/A
API: No
Customisation available: Yes
Description of customisation: Customers can easily customise their instances of Professional Edition in a number of areas using the provided management interfaces. Customizations are either solely managed by the appointed customer User Administrator(s) or permissions granted by the User Administrator to other named users. Areas include:
-Support for AWS S3 Glacier Flexible Retrieval
-In-product portal customization to reflect your brand & mission
-Personalized access & discovery portal URL
-The organisation & arrangement of content hierarchies
-Use of standard metadata schemas or ability to create custom schemas
-Control access and actions down to an individual asset level with configurable user roles and permissions

Scaling

Independence of resources: Preservica is built with scalable components. Preservica manages and monitors workflows using a workflow engine that orchestrates their control and management. Workflow execution is done using dedicated queue management tools. The ability to add and remove processing nodes at runtime allows Preservica to easily meet peak demands and volume fluctuations. The services that support concurrent users can be scaled as necessary.

Analytics

Service usage metrics: Yes
Metrics types: Material actions taken by a user, including any changes made to content & exports, are systematically recorded in the internal audit logs. The audit trail collects a timestamp of each action as well as a short description of what was done and the user that preformed the action. Administrators can view this information.

Preservica contains a report of who logged in when, including user actions, all tracked in the internal audit logs. A wide range of changes are logged and can be viewed by Administrators.
Reporting types: Real-time dashboards

Resellers

Supplier type: Not a reseller

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
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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest: Encryption of all physical media
Data sanitisation process: No
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: In the user interface, users can perform a search and select individual items or choose to download all results, along with metadata. However, if content is available via the more public facing Access and Discovery Portal, users can only download individual items and not multiple items. There is also an option to turn off the download feature for the Access and Discovery Portal.
Data export formats: CSV

Other
Data import formats: CSV

Other

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: Preservica shall use its reasonable endeavours to provide an uptime Subscription Service level availability of at least 99.5% measured per month, except in respect of any downtime which is caused by:
-Maintenance as outlined above; or

-Outages caused by the Client, including but not limited to, Client Integrated Applications, Client Infrastructure and / or Client Security incidents; or

-A Force Majeure Event affecting Preservica or its Service Providers; or

-Preservica suspending or terminating the Client's access to the Services in accordance with Preservica's rights under the Terms.

If Preservica fails to meet this SLA, the client may request and Preservica shall consider remediation by following the dispute resolution process.
Approach to resilience: Resilience & disaster recovery is built into the Preservica platform. Preservica uses self-healing, replicated storage and Preservica maintains regular backups of all operational and services information in AWS to quickly recover your service if required.

We keep backup copies of the metadata database to Amazon S3 storage and conduct and facilitate regular disaster recovery testing. All data is hosted at AWS data centres within your AWS region.

Copies are stored in the cloud and AWS stores multiple, redundant copies as well as multiple database copies from various points in time to provide varying recovery point objectives - all within the same AWS region. AWS maintains 3 separate Disaster Recovery sites within the same region.

Preservica maintains regular backups in AWS for the operational service data (separately from the Client Data) to ensure a fast and trouble-free recovery.

Preservica provides a Recovery Point Objective (RPO) of 24 hours and Recovery Time Objective (RTO) of 4 hours.
Outage reporting: In the event of a service-affecting outage Preservica is committed to promptly informing, & keeping updated, all affected customers by emailing the primary contacts listed for each customer.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Username or password
Access restrictions in management interfaces and support channels: Preservica management interfaces use a very flexible and fine-grained security model that administrators can easily customize to meet an organization's existing security requirements. It uses the industry-standard Role-Based Access Control (RBAC) approach. All digital content and collections in Preservica are assigned a security tag. This tag is used to control which groups of users can access assets and metadata. For support channels administrators can request which users can view all support tickets for the organization or just those they have created.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Username or password

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: At least 12 months
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: BSI
ISO/IEC 27001 accreditation date: 22/11/2022
What the ISO/IEC 27001 doesn’t cover: The certification complies with the requirements of ISO/IEC 27001:2013 for the following scope:

The development, supply, maintenance and support of software products and the provision of SaaS solutions hosted by 3rd party cloud suppliers. This is in accordance with the Statement of Applicability version v2 dated 6th of September 2022.
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: SOC 2 Type 2

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 Plus & SOC 2 Type 2 certified
Information security policies and processes: Preservica's information security management system (ISMS) complies with the ISO 27001:2013 standard. It details the organisation’s direction and commitment to the security of information.

It is Preservica’s policy to ensure:

-We satisfy our information security requirements
-Information is protected against unauthorised access
-Confidentiality of information is assured
-Integrity of information is maintained
-Availability of information is ensured
Regulatory and legislative requirements are met;
Business continuity plans are maintained and tested;
Information security training is available to all staff;
Breaches of information security are reported to, and investigated by, the Information Security Team;
Information security objectives are set, tracked, and reported; and
We undertake continuous improvement activities.
This policy, and the ISMS which defines procedures to support the implementation of the policy, along with a framework for risk assessments and risk management, are a demonstration of our commitment to protect all information within the organisation, and to satisfy all the relevant requirements of ISO 27001:2013.

Information Security is lead by Martyn Simpson - Head of Information Security. The Head of Information Security reports to the CTO and also has a dotted line to the CEO and Chairman of Board. Information Security is embedded in everything we do at all levels.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Configuration and change management processes are ISO27001:2013 aligned and detailed in Preservica's Change Management procedure reference: TRN-OP30.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Preservica's vulnerability management processes are ISO 27001:2013 aligned, SOC 2 Type II validated and detailed in Preservica's Vulnerability and Patch Management Policy reference: SEC-PY17.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Preservica's protective monitoring processes include a incident management procedure which is aligned to ISO27001:2013, 24/7 security operations centre and logs are aggregated in a security incident event management platform. Reference: SEC-OP16
Incident management type: Supplier-defined controls
Incident management approach: Preservica's protective monitoring processes include a incident management procedure which is aligned to ISO27001:2013, 24/7 security operations centre and logs are aggregated in a security incident event management platform. Reference: SEC-OP16

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

Fighting climate change

Preservica has set out our detailed Commitments to a new Sustainability Charter for assessing the long-term sustainability
and durability of digital preservation service providers that has been independently reviewed and ratified by a working group of major institutions and industry professionals from across the globe.

The Charter incorporates 7 Sustainability Principles that go beyond product functionality to encompass broader long-term
sustainability dependencies such as how a provider manages customer’s data, develops and innovates software, operates the
service, engages with users and partners, ensures long-term financial viability, practices good corporate governance and importantly, addresses the environmental impact of its business and services.

Principle 7 pertains to environmental sustainability and that digital preservation providers should be able to demonstrate a commitment to measuring and minimizing the environmental impact of its service
and invests in new technologies that enable customers to minimize the environmental impact of their digital preservation activities.

To this end Preservica has engaged a specialist environmental
sustainability firm Small World Consulting to assist in baselining the carbon footprint of Preservica’s cloud based digital preservation services. SWC will make recommendations on ways to reduce environmental impact and produce guidance for Preservica customers & staff on ways they can reduce the impact of their digital preservation activities & Preservica's business activities.

More information and a copy of the Charter can be accessed here: https://preservica.com/sustainability

Pricing

Price: £10,650 a licence
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: All the standard Professional Edition features are available as part of the free trial. Free trials run for 30 days.

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Professional Edition

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents