Phoenix Software Ltd

Dynamics 365 Plan

Dynamics 365 Plan includes access to Customer Engagement Plan functionality plus Dynamics 365 for Unified Operations Plan.

Features

  • Access to Dynamics 365 for Sales capability
  • Access to Dynamics 365 for Customer Services capability
  • Access to Dynamics 365 for Field Service capability
  • Access to Dynamics 365 for Project Service Automation capability
  • Access to Dynamics 365 for Operations capability

Benefits

  • All benefits are detailed above

Pricing

£154.83 per user per month

Service documents

Framework

G-Cloud 11

Service ID

1 2 3 8 9 5 2 8 1 8 9 3 6 3 9

Contact

Phoenix Software Ltd

Jonny Scott

01904 562200

gcloud@phoenixs.co.uk

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
Microsoft Secure Productive E5
Microsoft Secure Productive E3
Office 365 Enterprise E5
Office 365 E1
Cloud deployment model
Public cloud
Service constraints
Full details of the Microsoft Dynamics 365 service can be found here - https://www.microsoft.com/en-gb/download/details.aspx?id=30185 and https://docs.microsoft.com/en-gb/dynamics365/#pivot=main&panel=apps
System requirements
See https://products.office.com/en-GB/office-system-requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
P1: Critical - Response Time: 2hr  
P2: Major - Response Time: 4hr
P3: Important - Response Time: 8hr  
P4: Minor - Response Time: Varies on request
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Chat window provided by 3rd party "liveperson" subject to their accessibility
Onsite support
Yes, at extra cost
Support levels
Technical support options come in various costs and benefits, depending on the needs of the customer. Further details regarding the support plans can be found here - http://www.microsoft.com/en-us/dynamics365/support
Support available to third parties
No

Onboarding and offboarding

Getting started
"Microsoft Dynamics 365 makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 Service. Within the Administration Portal, there are links to many of the resources available, including:
Help articles for users and administrators who need to manage Microsoft Dynamics 365.
Community forums/wikis where help articles and white papers are published
Service Health dashboard for information regarding outages/issues. Microsoft offers a range of services to organisations, eg FastTrack to aid onboarding to the service, and the Dynamics Learning Portal to help partners and organisations optimise the use of the service.
"
Service documentation
Yes
Documentation formats
  • HTML
  • Other
Other documentation formats
  • Ebooks
  • Training videos
  • E-learning
  • Training manuals
End-of-contract data extraction
At any point user can export data from Microsoft Dynamics 365. This use the Software Development Kit (SDK), manually export data using the data export functionally.
End-of-contract process
"No more than 180 days after expiration or termination of Customer’s use of an Online Service, Microsoft will disable the account and delete Customer Data from the account.
Transfer of Customer Data. Unless Customer has opted out of the Standard Contractual Clauses, all transfers of Customer Data out of the European Union, European Economic Area, and Switzerland shall be governed by the Standard Contractual Clauses. Microsoft will abide by the requirements of European Economic Area and Swiss data protection law regarding the collection, use, transfer, retention, and other processing of personal data from the European Economic Area and Switzerland."

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Dynamics 365 allows access and functionality to be provided via a mobile device, web browser or mobile application. The solution supports a model that only requires configuration to be carried once regardless of how the solution is accessed.
With Dynamics Unified Interface, someone that is using a Dynamics App (for example, Customer Service or Sales) will have the same experience on a mobile device or on a web browser on the computer or directly inside Outlook client.
Service interface
Yes
Description of service interface
"The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources.
"
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Please see https://docs.microsoft.com/en-us/dynamics365/get-started/accessibility/
API
Yes
What users can and can't do using the API
Please see https://docs.microsoft.com/en-us/dynamics365/customer-engagement/web-api/about?view=dynamics-ce-odata-9
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Microsoft Dynamics 365 is a highly customisable and flexible business application. The bulk of the customisations can be carried out without requiring custom development. This inclused amending and creating new entities, forms, view and workflow processes. For cases that do require custom development, Microsoft provides a software developer kit (SDK).

Scaling

Independence of resources
Please see http://www.microsoft.com/en-us/download/details.aspx?id=54249

Analytics

Service usage metrics
Yes
Metrics types
Organization Insights provides quick view of key Dynamics 365 metrics such as the number of active users and page requests. The Dynamics 365 Administration Portal provides an overview of each instances 'service health' including service degradation and storage capacity
Reporting types
Real-time dashboards

Resellers

Supplier type
Reseller (no extras)
Organisation whose services are being resold
Microsoft

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
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 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
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
Other data at rest protection approach
The data within the Dynamics 365 system is encrypted using a PFX or BYOK encryption key. All
instances of Dynamics 365 use Microsoft SQL Server Transparent Data Encryption (TDE)
to perform real-time encryption of data when written to disk, also known as encryption at rest.
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
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
Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the data export service.
Data export formats
Other
Other data export formats
See https://products.office.com/en-us/business/office-365-online-data-portability
Data import formats
  • CSV
  • Other
Other data import formats
  • XML Spreadsheet
  • TXT
  • CSV
  • XLSX formats can be imported in

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
Please see https://docs.microsoft.com/en-us/azure/security/azure-network-security
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
https://docs.microsoft.com/en-us/azure/best-practices-network-security

Availability and resilience

Guaranteed availability
http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=13655
Approach to resilience
https://docs.microsoft.com/en-us/azure/architecture/resiliency/disaster-recovery-azure-applications
Outage reporting
Via the service status portal, Email, Alerts or Mobile Application

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication
Dynamics 365 uses Azure Active Directory for authentication. Azure Active Directory is a comprehensive identity and access management cloud solution that provides a robust set of capabilities to manage users and groups. It helps secure access to on-premises and cloud
applications, including other Microsoft online services like Office 365 and many non-Microsoft SaaS applications. The customer can enable multi-factor authentication on their AAD tenant.
For details on the Dynamics 365 security architecture:
https://docs.microsoft.com/en-us/dynamics365/unified-operations/dev-itpro/sysadmin/security-
architecture
Access restrictions in management interfaces and support channels
"R o l e - b a s e d   a c c e s s   c o n t r o l   ( R B A C ) enables you to grant access based on the user’s assigned role, making it easy to give users only the amount of access they need to perform their job duties. You can customize RBAC per your organization’s business model and risk tolerance.

https://docs.microsoft.com/en-us/dynamics365/unified-operations/dev-itpro/sysadmin/role-based-security

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/security-dev/how-role-based-security-control-access-entities"
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
  • Other
Description of management access authentication
See https://docs.microsoft.com/en-us/azure/active-directory/develop/authentication-scenarios

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
Between 6 months and 12 months
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
Between 6 months and 12 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
27-Mar-18
What the ISO/IEC 27001 doesn’t cover
Statement of applicabilty for ISO 27001 for Dynamics 365: https://servicetrust.microsoft.com/ViewPage/MSComplianceGuide?command=Download&downloadType=Document&downloadId=d383c8df-1387-4a08-8604-b3e8aa647206&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
29/09/2016
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Service scope for CSA STAR Certificate is decribed in  this document: https://servicetrust.microsoft.com/ViewPage/MSComplianceGuide?command=Download&downloadType=Document&downloadId=6d07d7e3-da62-4153-a91c-14d259dac9f1&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • EU-Model-Clauses
  • EU-U.S. Privacy Shield
  • GDPR
  • FIPS 140-2
  • HIPAA/HITECH
  • EN 301 549 (EU)
  • G-Cloud (United Kingdom Government-Cloud)
  • MCTS (Multi-Tier Cloud Security Standard)
  • LOPD (Spanish Law on the Protection of Personal Data)
  • ISO 27001, ISO 27018, IRAP, PCI DSS v3.2.1

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
https://www.microsoft.com/en-us/trustcenter/compliance/complianceofferings?product=Dynamics365
https://www.microsoft.com/en-us/trustcenter
Information security policies and processes
https://download.microsoft.com/download/6/D/F/6DFD7614-BBCF-4572-A871-E446B8CF5D79/MSFT_cloud_architecture_security.pdf
http://download.microsoft.com/download/C/E/3/CE357CE2-3A98-4493-BAEB-CEB13F333302/Cloud_App_Security_datasheet.pdf
https://www.microsoft.com/en-us/enterprise-mobility-security/cloud-app-security

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
The operational change control procedure considers the following:
• The identification and documentation of planned change.
• An assessment process of change impact.
• Change testing in an approved non-production environment.
• Change communication plan.
• Change management approval process.
In particular, the following items are in scope:
• Identification of significant changes.
• Planning and testing of changes.
• Assessment of potential impacts, including security
• Approval procedure for changes.
• Communication of change details.
• Fallback procedures
• Validation and acceptance of each change
Microsoft uses a ticketing system for incidents and requests and a change management system
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
1. Identification – System and security alerts may be harvested, correlated, and analyzed.
2. Containment – The escalation team evaluates the scope and impact of an incident.
3. Eradication – After the situation is contained, the escalation team moves toward eradicating any damage caused by the security breach and identifies the root cause of the security breach.
4. Recovery – During recovery, software or configuration updates are applied to the system and services are returned to a full working capacity.
5. Lessons Learned – Each security incident is analyzed to ensure the appropriate mitigations are applied to protect against reoccurrence.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
https://docs.microsoft.com/en-us/azure/security/azure-threat-detection
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
https://www.microsoft.com/en-us/download/confirmation.aspx?id=55110

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

Pricing

Price
£154.83 per user per month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Yes http://trials.dynamics.com/
Link to free trial
http://trials.dynamics.com/

Service documents

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