iCognition Pty Ltd

Ingress / EDRMSaaS Content Services Platform

Ingress built on EDRMSaaS by iCognition is a Content Services Platform that you can use to build and deliver enterprise-wide automated processes,

Use it to find and manage content quickly and easily across multiple repositories: Teams, SharePoint, Exchange, OneDrive, OpenText and others.

Features

• ISO27001 Information Security Management certified
• Hosted on Government certified infrastructure
• Collaborative Workspace
• Process Automation
• PROTECTED level: Information Security Registered Assessor Program (IRAP)
• Optional: Ingress content services platform

Benefits

• Content managed to the highest standards
• Manage unclassified and protected information securely
• Collaborative working environment for users to share information
• Process automation to streamline business processes
• Manage and secure content across your Microsoft 365 information sprawl.

£50.00 a user a month

• Education pricing available

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 nich.fripp@icognition.com.au. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

926863035164833

Contact

Nich Fripp
+61434364517
nich.fripp@icognition.com.au

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: MicroFocus Content Manager, Microsoft 365
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Our services are comprehensive, and our catalogue includes:; Service Level Agreements aligned to your business; ITIL-aligned 24 hour help desk services; Upgrade and integrations management services; Full range of managed system and records management services; Business and strategic consulting; Solutions and integrations design and implementation services
• System requirements:
  • Infrastructure is based on Microsoft Azure cloud services
  • Application is based on Micro Focus Content Manager
  • Add-ons include Integration
  • Usability: RM Workspace, RM Workflow, RMbot
  • SharePoint and O365
  • OpenText Voltage Fusion is a data discovery and security tool

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Uptime of the service is across the year while support response times for weekends are available at an additional cost
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: • 99.5% SLA; • High Availability with Disaster Recovery; • Recovery Point Objective: 5 minutes/Recovery Time Objective: 4 hours ; • 8:30am-5pm UK time support desk with afterhours support call number; • Production, Test/Training environments; • Upgrade in Year 3 (excludes integrations); • Monthly maintenance activities; • Backups – Daily, In Production only with 3-month retention.; • Encrypted at Rest.; • Up to 2TB Document Store, expandable as required with a transparent fee structure; • Log retention for 6 months or longer as required; ; Notes; • Buyer to provide Micro Focus Content Manager licenses, VPN, and internet connection.; • Does not include integration testing ; • ADFS or Azure AD authentication assumed, with provisioning by client, connection by iCognition.; • Test environment assumes 50 GB document store; • Client is responsible for any desktop software rollouts, as well as penetration, capacity and User Acceptance Testing.; ; Level 0 Self Service: Offers predefined service requests and access to knowledge articles via portal. Level 1 Support: Service Desk operators triage and fulfill service requests. Level 2 Support: Senior support analysts resolve incidents with priority < 2. Level 3 Support: Highest technical resources resolve incidents with priority > 3. Level 4 Support: Vendor engagement
• Support available to third parties: No

Onboarding and offboarding

• Getting started: ICognition engages with its clients to size and configure an Azure hosted Ingress solution that meets their information management and governance, compliance, and regulatory requirements.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Microsoft Word
  • Microsoft Excel
  • PDF
• End-of-contract data extraction: Service includes utility to bulk export records. Additionally, we can deliver the database and documents
• End-of-contract process: The service will remain active for the agreed term, with the option to extend and/or re-negotiate the terms, structure and conditions of the service offering. A full copy of the data is provided to the client in stanadard format and the cloud environment is securely destroyed.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences in the interface between the mobile and desktop service as they are both web based applications.; Optionally, desktop users can install an application with more administrative functionality
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Online interactive customer portal available 24/7
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: .
• API: Yes
• What users can and can't do using the API: Users can use the OpenText Content Manager Service API to create, read, update all Content Manager objects. A user will not be able to perform functions which they are not normally entitled to do according to the business rules of the Content Manager engine. Users are not usually able to destroy objects, but may be able to mark them for defensible deletion (again depending on the business rules).
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: RM Workspace users can collaborate around records by creating and participating in groups. Users can customize the interface by saving searches and adding them to their home screens or groups. Users can customize the fields, layouts and page size of searches through the configuration page.

Scaling

• Independence of resources: Standard service and support activity reports relating to the EDRMSaaS are provided on a monthly basis and provide you with visibility of Service performance and alignment with agreed Service Levels.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard service and support activity reports relating to the Ingress/EDRMSaaS are provided on a monthly basis and provide you with visibility of Service performance and alignment with agreed Service Levels.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• 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)
  • Other locations
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• 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: DATAPort is the Import and Export tool for volume ingest and export. DATAPort is core off the shelf and has been developed using modern languages and supports both 32 and 64-bit environments. DATAPort uses both the Records Bulk Loader tool as well as the SDK to extract and import objects into Content Manager.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • • Additional import formats available via additional toolkit capabilities
  • • Toolkit capabilities are based around the SDK
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Additional import formats available via additional toolkit capabilities
  • Toolkit capabilities are based around the SDK

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Content Manager is configured to use standard HTTPS protocol; for transmission of data. TLS 1.2 or above only.

Availability and resilience

• Guaranteed availability: The service availability target for a calendar month is 99.95 %.; ; In the event that a Service Rebate is claimed in accordance with the terms of this Service Description, iCognition will calculate any applicable Service Rebate based on the Monthly Recurring Charge for the affected Service.
• Approach to resilience: Redundancy and a Disaster Recover is built into the design via: Geo-replication, providing: replication, connectivity, and failover.
• Outage reporting: Service Management provides end-to-end service support of the EDRMSaaS service incorporating industry best practice based on ITIL processes. Outages are reported via email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Access and control to management interfaces is within control and responsibility of client nominated administrators. Internally, we manage them via Access control reviews , background checks and other processes inclusive to our ISO27001 certification.; Access to support channels is restricted by us as per discussions with client's nominated stakeholders.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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 have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Compass Assurance Services Pty Ltd
• ISO/IEC 27001 accreditation date: 14/12/2021
• What the ISO/IEC 27001 doesn’t cover: Nil
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: IRAP (Information Security Registered Assessors Program)

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: IRAP (Information Security Registered Assessors Program); IRAP— a framework for assessing the implementation and effectiveness of an organization’s security controls against the Australian government’s security requirements - Information Manual (ISM), Protective Security Policy Framework (PSPF). IRAP was created by the Australian Cyber Security Center (ASCS) - Australian Signals Directorate (ASD).
• Information security policies and processes: IRAP (Information Security Registered Assessors Program); ISO 27001:2022: INFORMATION SECURITY MANAGEMENT SYSTEMS

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A Change is defined as any addition, removal or modification of hardware, software, data or configuration utilised in providing the EDRMSaaS, that shall affect its current state, impacting the service(s) provided to the client.; ; Changes are triggered or are planned in response to a range of conditions such as critical/security updates, software version updates, enhancement requests or bug fixes, remediation of platform issues and/or other improvements to the solution. Changes may also be triggered by the Customer via Service Request or other such mechanism; ; iCognition uses the ITIL aligned Freshservice software to facilitate change enablement.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We perform automated penetration testing of the application to ensure known vulnerabilities are protected.; ; iCognition will commit to make available to you the current EDRMS version and support no more than N-2 (major release) versions of the application.; ; The Ingress with EDRMSaaS includes:; • Application patch upgrades;; • Application version upgrades, subject to term of the contract.; ; Potential threats are monitored via a combination of:; Live monitoring; Advisories from authorities, including Australian Cyber Security Center; Advisories from vendors including OppenText and Microsoft.; Zero day patches are deployed within 48 hrs.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: ICognition will take full responsibility for managing and maintaining the EDRMS application environment, monitoring the system and undertaking the necessary daily / weekly / monthly scheduled checks and tasks required to ensure the system operates at maximum efficiency and risks can be minimised. We have a formal security incident response plan which defines actions taken post detection of such issues. Response times are based on severity of the issue, most stringent being within 48 hrs for a zero day.
• Incident management type: Supplier-defined controls
• Incident management approach: ICognition information management and governance specialists will undertake Problem Management activities to minimise the impact and future occurrence of incidents through aligning incidents with problems, undertaking root cause analysis and determining work-around and permanent resolutions associated with diagnosed Known Errors. Our incident management is inclusive to our ISO27001 certification and adheres to ITIL principles. Incidents are logged via email or portal. Reports are provided on a monthly basis.

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: Yes
• Connected networks: Other
• Other public sector networks:
  • Hosted by Microsoft Azure
  • Ingress with EDRMSaaS offers flexibility

Social Value

• Social Value:

  Social Value

  Tackling economic inequality

  Tackling economic inequality

  iCognition actively seeks out and supports diverse suppliers. By engaging with small and medium-sized enterprises (SMEs), we contribute to new business creation.; ; Prior to awarding subcontracts, we organise events and workshops to connect with potential suppliers. These interactions foster relationships and encourage entrepreneurship.; ; Within our supply chain, we create an inclusive environment that promotes growth for new and small organizations. By providing opportunities, we contribute to economic expansion.

Pricing

• Price: £50.00 a user a month
• Discount for educational organisations: Yes
• 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 nich.fripp@icognition.com.au. Tell them what format you need. It will help if you say what assistive technology you use.