Contruent Enterprise

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: No Constraints
System requirements: Computer with a contemporary web browser

Internet connection

User support

Email or online ticketing support: Email or online ticketing
Support response times: Level 1 A critical component of the system is down or does not
function at all, and no “work-around” for the
problem;
Initial Response (IR): 4 hours Target Resolution(TR): 1-2 business days

Level 2 A component of the system is not performing, operational impact.

IR: 8 hours* TR: 3 business days

Level 3 unexpected results; there is no “work-around”; there is moderate operational impact.

IR: 24 hours* TR:5 business days

Level 4 Questions about software .

IR:24 hours* TR :Answers as soon as possible

Level 5 Customer offers suggestions
IR: 72 hours* TR: considered for a future Release
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AAA
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: You will be allocated a Customer success representative who will manage your account, ensure that all logged queries are resolved promptly and maintain a regular cadence of calls.

Error Correction: Contruent will use all reasonable diligence to correct verifiable and reproducible errors when reported.

Enhancements: Contruent may, issue Enhancements to the Licensed Software. Such Enhancements are provided at no charge to customers who are under a current Maintenance and Support Agreement.

Technical support: Contruent will provide online and/or telephone support (a) clarification of functions and features of the Licensed Software; (b) clarification of the documentation; (c) guidance in the operation of the Licensed Software; and (d) error verification, analysis and correction

Migration support: Billed as per Services rate card and customized quotations created as per user requirements and LOE

Implementation support: Billed as per Services rate card- Contruent has the capabilities and expertise needed to help any client succeed. From scheduling, to developing work processes and procedures, we have the processes, the personnel, and the tools required to effectively manage projects.

Training: Billed as per services Rate card- Contruent offers training courses, beginning with the fundamentals and moving all the way up to advanced cost management.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: We provide a Steps to Successful Implementation Guide to ensure you and your team are off to a great start with your Contruent implementation. Get the extra tools you need for success, such as desktop guides, schedules, stakeholder communication, definition of roles and responsibilities, and more.
With 25+ years of experience providing project management solutions to customers in major industries, Contruent has the capabilities and expertise needed to help any client succeed. From scheduling, to developing work processes and procedures, to Contruent Enterprise implementation, we have the processes, the personnel, and the tools required to effectively manage projects; all backed by a reputation earned by solving our clients’ toughest challenges.
Our Implementation follows a proven methodology with the following phases: Plan, Discover, Build, Pilot, Test, Train and go live. Contruent- Faster to Deliver
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: The Customer may retrieve Customer Data stored in the Service during the Subscription Term using the self-service features of the Service. At termination or expiration of the Subscription Term, if Customer is unable to retrieve Customer Data from the Service, Customer may request in writing that Contruent provide a file of Customer Data then in Contruent’s possession or control, in a format to be agreed by both parties, within thirty (30) days after the effective date of termination or expiration. Contruent and Customer will agree on the data format within 3 days of the written request otherwise data will be provided in a .csv file. Contruent will make available to Customer such data file at no charge during the 30-day period following termination or expiration.
End-of-contract process: Upon any termination, rights to access or use Customer Data in the Service immediately ceases. Customer may retrieve Customer Data stored in the Service during the Subscription Term using the self-service features of the Service. At termination or expiration of the Subscription Term, if Customer is unable to retrieve Customer Data from the Service, Customer may request in writing that Contruent provide a file of Customer Data then in Contruent’s possession or control, in a format to be agreed by both parties, within thirty days after the effective date of termination or expiration. Contruent and Customer will agree on the data format within 3 days of the written request otherwise data will be provided in a .csv file. Contruent will make available to Customer such data file at no charge during the 30-day period following termination or expiration. After such 30-day period, Contruent has no obligation to maintain or provide any Customer Data and will thereafter delete all Customer Data in its production systems, unless legally prohibited; provided, however, Contruent may retain copies of Customer Data solely as part of a routine disaster recovery backup until the disaster recovery backup is destroyed in accordance with Contruent’s standard DR Processes.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Specific pages of the online product are designed to work on mobile devices to facilitate mobile-enabled workflows for users.
Service interface: Yes
User support accessibility: WCAG 2.1 A
Description of service interface: The product service interface is through web browser.
Accessibility standards: WCAG 2.1 A
Accessibility testing: Through regular UI/UX enhancements we regular query users of impacts to usability for a variety of needs.
API: Yes
What users can and can't do using the API: The API is available to specified users (admins) by product run access controls. Users with access to the API are able to leverage the API for integrations with other enterprise solutions as well as BI tools.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML

PDF
API sandbox or test environment: Yes
Customisation available: No

Scaling

Independence of resources: In general the service has a low demand on compute power when multiple users are using the product concurrently. For the purpose of real-time reporting/dashboarding the service has an available duplicate database that ensures timely reporting/dashboarding during times of high database events. This is generally only requested on the largest projects.

Analytics

Service usage metrics: Yes
Metrics types: Contruent can provide metrics of usage as required by segments including user types, features used, and time spent in product
Reporting types: Regular reports

Reports on request

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: United Kingdom
User control over data storage and processing locations: Yes
Datacentre security standards: Managed by a third party
Penetration testing frequency: At least once a year
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Other
Other data at rest protection approach: All Data (live DB, shared file system, user folders, except data warehouse) at rest is backed-up daily and encrypted using an AES-256 algorithm
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: Data can be exported to excel files
Data export formats: CSV

ODF

Other
Data import formats: CSV

ODF

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: Contruent will make the Service available 99% of the time. Availability will
be calculated per calendar quarter, as follows:
[(𝑡𝑜𝑡𝑎𝑙 − 𝑛𝑜𝑛𝑒𝑥𝑐𝑙𝑢𝑑𝑒𝑑 − 𝑒𝑥𝑐𝑙𝑢𝑑𝑒𝑑𝑡𝑜𝑡𝑎𝑙 − 𝑒𝑥𝑐𝑙𝑢𝑑𝑒𝑑 ) ∗ 100] ≥ 99%

For any partial calendar quarter during which Customer subscribes to the Service, availability will be calculated based
on the entire calendar quarter, not just the portion for which Customer subscribed. In addition, unavailability of some
specific features or functions within the Service, while others remain available, shall not constitute unavailability of the
Service so long as the unavailable features or functions are not, in the aggregate, material to the Service as a whole.

Should Contruent fail to achieve at least 99% availability during any calendar quarter,
Contruent shall provide Customer a credit on the next invoice following the term in which such failure occurred. Such
credit shall be equal to five percent (5%) of the applicable fees due and payable by Customer for the applicable Services
for the affected calendar quarter.
Approach to resilience: Contruent Enterprise is built and hosted on Amazon Web Services (AWS) with multiple levels of redundancy and disaster management processes.
Outage reporting: If outages exist for more than a few minutes an email will be sent to accounts.

Identity and authentication

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

Identity federation with existing provider (for example Google Apps)

Username or password
Access restrictions in management interfaces and support channels: Access Restrictions to both the Management Interfaces and the Support Channels are governed by Username/Password authentication as well as 2-factor authentication. We also apply Identity federation with a customer’s existing provider (for example Google apps). Once Authenticated, then the level of Authorization each user is allowed in the Management Interface and Support Portal is determined by Role-based access control (RBAC) permissions established in Active Directory during the initial Customer Onboarding.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor 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: 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: NQA USA
ISO/IEC 27001 accreditation date: 21/06/2022
What the ISO/IEC 27001 doesn’t cover: This registration is subject to the company maintaining an information security
management system, to the above standard, which will be monitored by NQA.
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: ISO 9001:2015

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: All data access and operations are audited for compliance purposes.
We use security monitoring and scanning tools to measure compliance against industry standard data
privacy frameworks such as GDPR and check for inadvertent leakage of sensitive data.
All live data resources are encrypted at-rest and in-transit. Currently, data from the snapshot and data
warehouse databases are encrypted in-transit but not at-rest.
All data resources are backed up on a 24-hour cadence

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Contruent have a detailed change management process which spans customer changes, internal infrastructure changes and security configuration updates. All changes go through change management, changes are subject to peer review and customer approval before being actioned. More details can be provided in the form of the Contruent change management documentation if required.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: We continuously monitor security compliance, vulnerability, and threats using Contruent Cloud- from Palo Alto Networks. We monitor infrastructure configuration, application content, and live session data. We also include internal and third-party penetration testing as part of our QA process.
• We utilize a combination of tools including web application firewall, CloudTrail logs, and Contruent Cloud- to look for abnormal traffic/access patterns that might indicate an unanticipated intrusion event. These same tools provide guidance on potential improvements to harden our infrastructure against attacks. We treat an intrusion event as a standard security incidents.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: We continuously monitor security compliance, vulnerability, and threats using PrismaCloud from Palo Alto Networks. We monitor infrastructure configuration, application content, and live session data. We also include internal and third-party penetration testing as part of our QA process
Incident management type: Supplier-defined controls
Incident management approach: Policy documents that outline our disaster recovery plan include:
BSM 704 - Information System Contingency Plan
BSM 101 - Information Assurance and Cybersecurity Plan

And can be supplied upon request

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

Covid-19 recovery

At Contruent, we recognize the challenges that the COVID-19 pandemic has posed to individuals, businesses, and communities worldwide. As we navigate through these unprecedented times, we remain committed to supporting our customers, employees, and partners in their recovery efforts.

Our foremost priority continues to be the health, safety, and well-being of our employees and stakeholders. We have implemented rigorous health protocols in line with local and global health guidelines to ensure a safe working environment for our team members.

In response to the economic impact of the pandemic, Contruent has implemented measures to support our customers.

As the global economy gradually recovers, Contruent is focused on driving innovation and delivering value to our customers. We are committed to leveraging our technology and expertise to help businesses thrive in the post-pandemic era.

We are optimistic about the future and remain dedicated to serving our customers with excellence. Together, we will emerge stronger from this crisis and build a brighter tomorrow.

Pricing

Price: £3,000 to £9,500 a user
Discount for educational organisations: No
Free trial available: No

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

Contruent Enterprise

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