CDS

Appian cloud solutions

Appian enables rapid design and deployment of custom business applications in the cloud, using low-code development. Appian combines intelligent business process management (iBPM), dynamic/adaptive case management, data fabric, workflow and real-time reporting. CDS implements Appian solutions using agile delivery approach, providing reliable, incremental delivery of powerful low-code solutions.

Features

• Simplifies interaction with underlying systems, hiding complexity for user convenience.
• APIs supported for Appian SDK, RPA, Process Model Integration
• Orchestration layer coordinates and manages interactions between system components seamlessly.
• Public, Private and Hybrid cloud support
• Prebuilt Salesforce, SAP, Microsoft, ServiceNow, Oracle, Google & LDAP Connectors
• Included intelligent Business Process Management (iBPM) suite
• Included dynamic/adaptive case management capabilities
• Supports - RESTful, SOAP, TLS, OAuth, SAML, RBAC & BPMN
• Real-time reporting and role-based dashboards
• Online Appian Community customer and partner portal

Benefits

• Efficiency: The right data at the right time and place
• Simplification: Orchestration and abstraction layer enables value focus
• Enhanced Productivity: Streamlining processes and automating repetitive tasks, boosting productivity
• Flexibility: Low-code enables adaptation to changing business requirements
• Decisions: Inbuilt analytics enabling data informed decisions and actionable insights.
• Compliance and Security: Robust security compliance with industry standards.
• Cost Efficiency: The platform enables reduced development and maintenance time.
• Democratise: Automate processes without writing a single line of code
• Continual enhancement and innovation: Benefit from four updates per year
• Component reuse: Ensure consistency and streamlining development processes

£5.66 a user a month

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 bidteam@cds.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

965149108624657

Contact

Matt Johnson
0113 399 4000
bidteam@cds.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: The following are not disadvantages but considerations for your organisation:; ; · Fully web based across all user interfaces; · Applications developed on the Appian Cloud platform administered by customer; · Term-based service (not perpetually licensed software)
• System requirements:
  • Users may access via supported web browser
  • Native mobile application on supported device.
  • Supported browsers are Microsoft Edge (on Windows 10)
  • Microsoft Internet Explorer 11 (Windows/8.x tablets)
  • Mozilla Firefox, Google Chrome, and
  • Apple Safari (only on Mac operating systems).
  • Use the latest supported version with all security updates.
  • Browsers must allow Transport Layer Security Version 1.1/1.2
  • Mobile available for iOS and Android.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: With "Basic" support, the response-time range is within two business hour for Priority 1 (critical) issues to within 72 business hours for Priority 4 (minor) issues. The term "business hours" refers to Appian's standard Product Support hours within Europe, which are 08:00 to 17:30, BST (British Summer Time), Monday through Friday, excluding Appian holidays. For "Enterprise" support, the response-time range is within 15 minutes for Priority 1 issues to within 6 hours for Priority 4 issues. A full accounting of response time by customer support levels and case priority can be provided upon request.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Appian provides comprehensive services deliver maintenance, support, and product updates to Appian customers. Appian offers customers four levels of customer support: Basic, Essential, Advanced, and Enterprise. Appian support is accessible via phone or e-mail, as well as over the web. Additionally, Appian provides a single portal for customers via the Appian Community portal, that delivers an integrated customer experience for knowledge management, discussion forums, Centre of Excellence documentation, product updates, software downloads, application and template downloads, logging support cases, licensing, documentation, and online training. Updates and new releases of the licensed software are included with Appian Product Support. In the United Kingdom, Appian Standard Product Support hours are 08:00 to 17:30, BST (British Summer Time), Monday through Friday, excluding Appian holidays. Advanced and Enterprise Support includes 24-hour assistance for critical issues. The Appian Product Support team operates in a “flat” organisational structure, whereby any engineer may assist any customer with any issue; and the Product Support engineer assigned to an issue at the time of help desk “ticket” creation retains ownership over the given case through to resolution/closeout.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: CDS provides comprehensive onboarding services to implement your digital service using Appian. We undertake discovery, process design, user experience design and development to onboard and configure to your requirements. ; ; Appian also offers implementation, training, and post-implementation support services. With Appian Cloud, all hosting, infrastructure, and system management tasks are managed by Appian; this includes activities around platform (but not application) administration, patch deployments, software upgrades (Appian software, operating system, and any other supporting applications), and backups.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Customers can export their data via Appian functionality and reports, including the business logic of their applications and the data stored in the relational database). Customers are responsible for exporting the necessary information prior to the termination date. CDS can provide additional Exit Planning and Management services upon request.
• End-of-contract process: Appian has automated processes to orchestrate the offboarding of Appian Cloud customers that are discontinuing the service. These processes ensure that all involved parties within Appian are notified and also ensure that Appian Cloud sites are decommissioned consistently. These processes further ensure each customer is notified well in advance regarding the expiration of its current Appian Cloud agreement, thereby allowing the customer sufficient time, should it decide not to renew the subscription agreement, to export its applications and data before its Appian Cloud site is shut down. CDS can provide Exit Planning and Management services to assist in the transition.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: On desktop, users access Appian via a supported browser. On mobile, access is via the Appian Mobile App, which users will need to download from their app store.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: The Appian platform can be configured to create and expose application programming interfaces (APIs) via Simple Object Access Protocol (SOAP) or Representational State Transfer (RESTful). Appian can also consume APIs via SOAP and RESTful.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Appian Cloud is inherently intended as a platform on which an unlimited number of process-based and case management applications can be configured, executed, monitored, and enhanced over time. Appian Cloud allows the design of the application using a Business Process Model and Notation (BPMN) compliant Process Modeller and natively integrated Business Rules Engine, along with drag-and-drop Smart Services that represent activities such as integrations which will occur at certain points in the application. Appian Cloud customers may easily create their own, drag-and-drop Smart Services.; And with Appian, building new applications becomes faster and easier over time, as designers are able to leverage a growing library of reusable components—including process models, rules, integrations, forms, reports, and numerous others. This means that every additional process automated will deliver incremental value and reduce marginal cost; and with a unified user interface, Appian flattens the learning curve for end users whenever new applications are introduced.

Scaling

• Independence of resources: Each customer site receives its own dedicated virtual infrastructure which is logically firewalled from that of other customers.

Analytics

• Service usage metrics: Yes
• Metrics types: Designers can create real-time reports and business activity monitoring (BAM) dashboards that gather accurate views of process and business metrics. Appian end users gain real-time visibility into business operations and receive continuous feedback to improve process performance. Get a 360-degree view from one interface (desktop or mobile). Navigate, search, analyze, collaborate, and take action on enterprise data from multiple systems, all from a single intuitive interface.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Appian Software Switzerland LLP

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
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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 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: Customers can export data via Appian functionality and reports, including the business logic of their applications and the data stored in the relational database).
• Data export formats: CSV
• Data import formats: CSV

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: Appian Cloud's service-level agreement (SLA) availability guarantees are based on the customer's subscribed support level, ranging from 99% to 99.99%. If, during customer's subscription, availability does not meet the SLA during a calendar month, Appian provides the customer with service credits in the form of a percentage of the applicable monthly service fee. These service credits range from ten percent to thirty percent of the monthly fee based on a combination of the problem severity level and the amount of time by which the guaranteed SLA has not been met. Further information is available on request.
• Approach to resilience: Appian uses Amazon Web Services (AWS) as our Infrastructure-as-a-Service (IaaS) hosting partner for Appian Cloud. The customer chooses its preferred region, and all customer data inside an Appian Cloud instance is protected and not copied outside the customer’s designated region. AWS has state-of-the-art data centres spanning eight regions worldwide—specifically, including in Asia Pacific (Sydney, Australia; Mumbai, India; Singapore; and Tokyo, Japan); in Canada; in Europe (Frankfurt, Germany; Ireland; London, United Kingdom; and Paris, France); in South America (Sao Paolo, Brazil); and in the United States (Northern California, Northern Virginia, Ohio, and Oregon). As our goal is to provide our Appian Cloud customers with a highly reliable and scalable architecture that affords them maximum uptime and zero data loss, customer production data is replicated across two availability zones within the client’s selected region. An availability zone is a completely separate data-centre location within a region (for example, if a customer chooses to have its solution hosted in Northern Virginia, that customer’s production data will be replicated across two entirely different and isolated data centres in Northern Virginia).
• Outage reporting: Notifications of outages would be sent to each customer's designated support point of contacts via e-mail.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: CDS provides integration with other identity providers, such as .GOV Verify. This service is individually scoped and delivered at additional cost.
• Access restrictions in management interfaces and support channels: The platform provides the ability to create user groups, roles, and rule-based associations that can be used to designate access within the platform. Appian’s role-based security model controls access to data, documents, etc; each time a user requests access to a document or other content, the system verifies that user’s role with respect to the requested object.; ; Each object has its own set of roles to which system administrators can assign users or groups. All objects have standard “administrator,” “editor,” “read only,” and “no access” roles, many objects also possess application-specific roles, providing additional functionality and flexibility.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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: 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: Coalfire Systems, Inc
• ISO/IEC 27001 accreditation date: 13/06/2023
• What the ISO/IEC 27001 doesn’t cover: Physical security (which is outsourced to AWS data centres) and Physical Media Transfers
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 27/10/2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Physical security (which is outsourced to AWS data centres)
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire Systems, Inc
• PCI DSS accreditation date: 03/01/2024
• What the PCI DSS doesn’t cover: Requirements specific to CHD, as Appian does not store, process, or transmit cardholder data
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Service Organisation Controls (SOC) 2 Type II
  • SOC 3
  • Federal Risk and Authorisation Management Programme (FedRAMP)
  • Defense Information Security Agency (DISA) Level 2
  • Federal Information Security Management Act (FISMA)
  • SOC 1/ISAE (International Standard on Assurance Engagements) 3402
  • Qualys SSL Labs Appian Cloud Web Tier A+ Rated
  • EU-US and Swiss-US Privacy Shield Frameworks
  • ISO 27001/27017/27018
  • ISO 9001

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: Service Organisation Controls (SOC) 2 Type II, SOC 3, Payment Card Industry Data Security Standard, Federal Risk and Authorisation Management Programme (FedRAMP), Defense Information Security Agency Level 2, Federal Information Security Management Act (FISMA), SOC 1/ISAE 3402, and the Cloud Security Alliance (CSA) Security, Trust, and Assurance Registry (STAR) Programme
• Information security policies and processes: Appian employs a full-time Information Security Officer and team responsible for defining and adhering to best practices-based information security policies and processes. This team works closely with our Appian Cloud team and Appian senior management to monitor the security and performance of our service, as well as coordinate periodic tests and reviews and work with third-party organisations that evaluate and certify the security and controls of our service.; ; Appian Cloud has a comprehensive security and compliance program that meets numerous industry standards, detailed in our “Service Definition Document.” Appian undergoes frequent third-party audits to validate that controls are operating effectively to protect customer data.

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: Appian manages the systematic proposal, review, justification, and implementation of cloud infrastructure changes. All changes are tracked using the Appian application and reviewed by a cloud architect/senior engineer. Appian pays special attention to the security and stability implications of the proposed change. Depending on the change, the reviewer may request development environment testing. All requests are stored for audit purposes. Our plan and process are reviewed at least annually and documented as part of our security program review. Appian's hosting provider manages hardware changes. Sound practices are covered as part of the Service Organisation Controls (SOC) audit.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Appian performs regular vulnerability scanning against all Appian Cloud assets. Appian performs risk assessments for identified security items and handles them in accordance with their overall impact. Appian makes our third-party penetration test report available to customers under nondisclosure agreement (NDA).
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Appian performs daily reviews of event/incident alerts at the infrastructure level. Unusual or suspicious activity is investigated and escalated as necessary. Customers have access to application and application server logs including security logs, which can be reviewed or downloaded via the web interface. See https://appian.com/blog/2021/monitoring-appian-with-appian--tackling-security-alert-fatigue-w.html for a blog description of Appian's security practices and tooling.
• 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: Appian uses an online form for incident reporting (available through Appian Forum) and the Appian platform for managing incidents, and we use Forum for customer communication. The steps we follow in addressing any reported incident are: 1) verifying the source; 2) verifying the incident; 3) notifying other parties as appropriate; 4) form incident response team; 5) gather evidence; and 6) contain, eradicate, and recover from the incident. Appian’s Information Security Officer is responsible for monitoring security incident status until it has been resolved and normal business operations have been safely restored. The response required depends on the type of incident.

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
  • Tackling economic inequality
  • Equal opportunity

  Fighting climate change

  Appian is committed to managing environmental impact as an integral part of our operations. To the extent reasonably possible, we will ensure that our facilities and spaces follow LEED (Leadership in Energy and Environmental Design) certified guidelines and use resources efficiently. We comply with Principles 7, 8, and 9 of the United Nations Global Compact, seeking solutions to environmental challenges; undertaking initiatives to conserve energy, reduce waste, and promote greater environmental responsibility in our offices and surrounding communities; and encouraging the adoption of environmentally friendlier technologies. All planned procurements are evaluated for their potential environmental impact. Appian endeavors to work with vendors that are likewise committed to fighting climate change and achieving environmental sustainability. One example is our preferred coffee supplier’s Cool Earth and Puro products. This company saved over 50,000 trees and helped some of the world’s poorest people (with equipment for schools, safe drinking water installations, etc.). Another example is Appian's use of our certified recycling partner Envirowaste for the disposal of electronic equipment and commercial waste. A third example is our agreement with First Mile to provide daily bin emptying at our London office. The company tracks environmental impacts of its customers and has reported that Appian recycles thousands of kilograms each year. It is common for Appian to augment our professional services delivery teams with partner staff local to where our customers are based. This arrangement reduces commute time for staff, providing them with an improved work/life balance as well as reducing their overall carbon footprint. Our company and employee-led Appian Affinity Groups donate time and material resources to help local groups working to protect the environment. An example of this is members of our London staff volunteering volunteered their time to clear invasive plants and collect trash from Dagenham Brook Jubilee Park.

  Tackling economic inequality

  Appian helps small organisations innovate and prosper, supporting local economic growth and employment opportunities in the United Kingdom. We work closely with local service delivery partners to support our mission of customer success. In fact, it is common for Appian to augment our professional services delivery teams with partner staff local to where our customers are based. This arrangement reduces commute time for staff, providing them with an improved work/life balance as well as reducing their overall carbon footprint. Appian frequently recommends local partners to clients for services we do not typically offer. Examples include training on the customer-specific solution/application (versus our standard software platform instruction), business analysis, and testing (which is otherwise managed by the customer). Appian creates employment opportunities in the United Kingdom through our robust campus recruiting program, working with universities local to the regions in which we operate to secure new talent. In the United Kingdom, those institutions include Cambridge, Imperial College London, King’s College London, Oxford, and University College London. Appian will create further training and employment opportunities through our potential internship program in the United Kingdom. We offer free training and career opportunities in the high-growth technology sector. we offer the Appian Community Edition of our software free of charge to anyone interested in learning to develop applications on a low-code platform—students, those seeking new employment direction and opportunities, business owners wishing to evaluate our software without contractual commitments, etc. All Appian employees and partners may participate in a broad range of training courses and certification programs regarding our low-code software platform. “Appian University” courses can help our personnel and partners fill knowledge and skills gaps, advance roles.

  Equal opportunity

  The Appian Diversity, Equity, and Inclusion (DEI) working group has analysed the entire Appian hiring process: from how job descriptions are scoped and written through to how candidates are evaluated. The team has also identified and sourced additional recruiting channels to align with our desire to increase employee diversity and further the company’s inclusive workplace environment. As a result, the Talent Acquisition team now reaches out to more historically diverse colleges and universities and strives for greater diversity in its Appian representation at career fairs. Appian is an equal opportunity/affirmative action employer. As such, all qualified applicants receive consideration for employment without regard to their sex, gender identity, sexual orientation, race, colour, religion, national origin, disability, protected veteran status, age, and/or any other characteristic protected by law. We believe inclusiveness and diversity ensure a professional environment for our employees and support this belief with clear policies, employee programs, and training. Appian Affinity Groups play a critical part in keeping us connected with the communities in which we live and work. For example: AppianAbility Affinity Group advocates for accommodations and beneficial policies for those with physical disabilities or neurodiversities; AppianHeritage group supports career development and leadership development for all races, ethnicities, and cultures, ensuring equity in opportunity for all; AppianPride group educates employees on how to be effective allies in the workplace and how to thoughtfully support LGBTQ+ employee needs within the company; AppianRise group leverages and provides resources individuals early in their careers may use to further their personal and professional development, creating opportunities to hear from a wide array of industry leaders and networking opportunities, and; AppianWomen group aims to connect with, inspire, and grow successful women at Appian by creating value through opportunities to boost their careers.

Pricing

• Price: £5.66 a user a month
• 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 bidteam@cds.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.