Assessment and Planning: This initial phase includes understanding the client's requirements, current systems, and business processes. It involves detailed discussions and analysis to tailor the solution to the specific needs of the business.
Design and Configuration: Based on the assessment, a tailored solution is designed and configured. This step involves setting up the software to align with the business processes and integrating it with existing systems.
Integration: The software is integrated with the organization's existing systems and workflows to ensure seamless operation. This may involve custom development and API integrations.
Testing: Rigorous testing is conducted to ensure the system works as intended and meets all requirements. This includes functional testing, performance testing, and user acceptance testing.
Deployment: The software is deployed in the live environment. This step involves migrating data, setting up user accounts, and ensuring that all components are operational.
Training and Support: Users are trained on how to use the software effectively. Ongoing support is provided to address any issues and ensure smooth operation.
Customisation
ECM Platformand DeveloperExtensions: TheOpenText ECMplatform is highlyextensible throughconfigurationand customization. It offers powerfuldeveloper toolsthat allow foreasy customizationto meet the specificneeds of eachContent Servicesimplementation. These toolsenable rapiddevelopment anddeployment ofcustomizations, integrationswith OpenText services, and the creationof applicationsthat extend theContent Servicesplatform.
AppWorks: OpenText AppWorks isa developer platformthat helps quicklyand easily buildwell-designed, purpose-specific appsfor the enterprise. It allows forthe creation, deployment, andmanagement ofapps that connectto OpenText services, enabling low-cost applicationdevelopment usingpervasive webtechnology.
Content Intelligence: This combinesWebReports andActiveView technologieswith new productized dashboards, reports, andwizards to helpdeploy tailoreduser experiencesfor each department, aggregating multi-system information.
Extended ECMPlatform: Thisplatform integratescontent withother leadingapplicationsor any otherprocess-driving softwareto bridge contentsilos and automatebusiness processes. It allows forthe creationof lead applicationintegrationswith ContentSuite and extendskey capabilitiesto bring structuredand unstructured informationand processestogether.
Role-Based Personalization: OpenText Content Suiteallows IT departmentsto create informationviews specificto activitiesand roles withinthe organization, ensuring thatdifferent departmentsand functionsmanage and interactwith informationfrom their uniqueperspectives.
Setup Fees: Initial setup and configuration fees can vary based on the complexity of the implementation. For example, installation costs for the OpenText Content Suite Platform can be around $23,000.
Maintenance Charges: Maintenance fees are typically calculated as a percentage of the software cost. For instance, maintenance for the OpenText Content Suite Platform is 20% per year, with a 5% increase per year.
Support Charges: Support services can be subscription-based, with costs such as $12,500 per month for application maintenance, amounting to about $150,000 per year.Enhanced support programs are also available for additional fees.
Training
Learning Services: OpenText Learning Services provides a full range of training and education solutions, including over 200 courses with expert instructors available virtually at any time. Courses focus on job roles and are available for one year, with digital certifications and virtual badges to show expertise.
Learning Subscriptions: OpenText offers Learning On Demand Subscriptions, providing extensive access to training materials, self-paced eLearning, and certification exams. These subscriptions are available in Standard and Premium formats, with the Premium offering additional instructor-led training and certification exams.
Managed Services: OpenText Managed Services offers personalized assistance to meet individual business needs, including secure management, monitoring, and optimization of applications in various environments. This service includes access to OpenText Support and Product Engineering teams with established Service Level Agreements (SLAs).
Professional Services: OpenText Professional Services guides organizations through each stage of a project lifecycle, offering industry-skilled, product-certified implementation consulting services. This includes installation, configuration, integration, customization, migration, and project management.
Security Measures
OpenText implements a "Defense in Depth" approach with multiple layers of security controls including perimeter firewalls, network security controls, endpoint protection, system hardening, vulnerability management, application security testing, and encryption of data in transit and at rest.
Physical access to data centers is tightly controlled with security guards, access control systems, and environmental protections. Logical access requires multi-factor authentication and is based on least privilege principles.
OpenText has security incident response processes based on NIST guidelines to detect, analyze, contain and recover from security incidents. Customers are notified of any incidents impacting their data.
Data is logically segregated per customer with partitioning to prevent comingling of data. Redundant environments and disaster recovery measures are in place.
OpenText conducts regular risk assessments, security testing (vulnerability scans, penetration testing), security monitoring, and maintains compliance with security standards like ISO 27001.
Updates
OpenText regularly releases software updates and patches to improve functionality and security. The frequency can vary but they are typically released periodically.
Updates go through rigorous testing, change management, and are deployed to minimize disruption to customers.
For third-party products, OpenText manages the interaction with the vendor who is responsible for releasing updates and patches.
Data Ownership and Portability
OpenText's policy ensures that customers retain ownership of their data. Tools are provided to facilitate easy transfer and migration of customer data as needed.
For data portability requests under GDPR, OpenText can provide a customer's personal data in a commonly used format like CSV or PDF and transfer it to another controller if requested.
OpenText has processes to delete inactive customer data after contractual periods unless regulations require longer retention.
Scaling Up / Down
Vertical andHorizontal Scalability: OpenText solutions, such as theProcess SuitePlatform, aredesigned to scaleboth vertically(scale up) andhorizontally(scale out). Horizontalscalability isachieved usingcommodity hardware, allowing organizationsto expand theircapacity as needed.
Flexible DeploymentOptions: OpenText offers flexibilityto run solutionson-premises, inthe OpenText PrivateCloud, on hyperscalers like GoogleCloud, AmazonWeb Services, and MicrosoftAzure, or aspublic cloudSaaS. This flexibilityallows organizationsto adjust theirinfrastructurebased on currentneeds and futuregrowth.
Subscription Adjustments: Customerscan change theirsubscriptionoptions, includingscaling up toa higher tieror scaling downto a lower tier. Any outstandingfees for thecurrent subscriptionmust be settledbefore makingchanges. If movingto a lower-cost subscription, unused feesfrom the currentsubscriptioncan be offsetagainst the newsubscription.
The terms & conditions for contract renewal and cancellation
Automatic Renewal: Renewal of support services is automatic unless either party provides notice 90 days prior to the anniversary date. This ensures continuity of service without interruption.
Fee Adjustments: OpenText may change the fees for services due to increased costs, business restructuring, or compliance with new laws. Customers will be notified at least 30 days in advance of any fee changes, which will take effect at the beginning of the next subscription term.
Cancellation Process: To cancel a contract, customers must follow the cancellation process described on the OpenText site or contact OpenText via email. Verification of identity may be required, which could take up to three working days.
Free Trial Cancellation: During the free trial period, customers can cancel within 14 days without giving any reason. This can be done via the site or by email.
Contract Termination: The terms of service specify that the agreement will be binding upon the effective date, which is either the date of the last signature on the transaction document or the date of online acceptance by the customer. The agreement includes provisions for termination if the terms are not met.
Compliance
Sarbanes-Oxley Act: OpenText Internal Controls helps companies comply with sections 404 and 302 of the Sarbanes-Oxley Act, ensuring proper documentation, risk assessment, and performance monitoring.
FDA 21 CFR Part 11: OpenText Regulated Documents comply with the U.S. Food and Drug Administration's 21 CFR Part 11 regulation regarding electronic records and signatures, as well as other related regulations.
GDPR Compliance: OpenText adheres to GDPR requirements, offering standard contractual clauses (SCCs) for data protection and privacy. The company provides tools for data portability and deletion in compliance with GDPR.
ISO 27001: OpenText maintains compliance with ISO 27001, an international standard for information security management systems, ensuring robust security measures are in place to protect data.
Other Standards: OpenText supports various other standards, including those from W3C, Oasis, and OMG, which are relevant to web services, XML, and internet standards.
