Microsoft Office 365
FCO Services' managed Microsoft Office 365 is specifically for government departments working at the OFFICIAL classification requiring a collaboration solution.
For Government. By Government.
- UK government OFFICIAL customisations tailored to UK government needs
- Can provide integration options such as Identity and SSO
- ISO 27001, ISO 20000, ISO 9001 certified organsition
- Service Management 24x7x365
- In government partner
- 100% UK Security cleared staff
- Complies with National Cyber Security Centre guidance e.g. DMARC
- Microsoft Cloud Solution Provider; enabling access to competitive licensing costs
- Experienced at deploying Office 365 tenants based on customer requirements
- Can advise on ideal licensing options based on security requirements
£5.55 per licence per month
- Pricing document
- Skills Framework for the Information Age rate card
- Terms and conditions
- Modern Slavery statement
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||Windows 10|
|Cloud deployment model||
|Service constraints||Connectivity required via VPN or PSN|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Based on the priority of the ticket, FCO Services can respond within 30 minutes on a 24x7/365 basis.|
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
The FCO Services Global Support Centre (GSC) acts as the single point of contact for the receipt of all interactions, incidents and service requests from the Customer’s nominated representative (s) with the service capable of delivering operational support and management on a 24x7x365 basis.
Standard GSC Operational hours: 0900-1700 Mon-Fri excl. UK public holidays
Accepted methods of contact include customer contact via telephone and email which may result in the subsequent creation of an incident or service request.
The GSC can be contacted for support by customers in either one of two ways
1. By telephone
2. Via email with the customer utilising an FCO Services defined template for email communications
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||FCO Services will provide Introduction documentation, such as How to guides, and can offer training to end users as required|
|End-of-contract data extraction||Customers can extract their data in PST format. In addition FCO Services can provide assistance or services to move data from an existing network or email system, which may incur additional charges|
The service is designed so that customers have the ability to extract their data from the service at any time. Upon termination or expiration of the customer’s subscription, the customer may contact FCO Services and request that:
a) Their accounts be disabled and all data deleted (in accordance with CESG assured processes); or
b) The customer data is retained in a limited function for a maximum of 28 days after expiration or termination of the service so that further data may be extracted.
Using the service
|Web browser interface||No|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Mobile optimised.|
|Description of customisation||Customers can request customisation to their Exchange implementation, which will be confirmed as part of the contract.|
|Independence of resources||
FCO Services can provide the expertise required to ensure your Office 365 solution can scale quickly and react to additional workloads meaning that when your current resources are at full capacity, additional resources can be added dynamically.
This can be achieved by capacity analysis providing you with threshold limits, current and future utilization to ensure an elastic cloud solution service.
|Service usage metrics||No|
|Supplier type||Reseller providing extra support|
|Organisation whose services are being resold||Microsoft|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|User control over data storage and processing locations||No|
|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||In-house|
|Protecting data at rest||Encryption of all physical media|
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||Small exports (up to 4GB) can be through approved encrypted USB sticks and large volumes (4GB and above) via encrypted approved USB hard drive via request.|
|Data export formats||Other|
|Data import formats||Other|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
Availability management for the MSO365 environments is determined by Microsoft availability targets for the service offering procured by FCO from Microsoft – this is 99.9% for MS Office 365 Cloud services.
Note: Worldwide uptimes are published by MS on https://products.office.com/en-us/business/office-365-trust-center-operations with FCO Services able to provide reports on the FCO MS service offering through the standard MSO365 dashboard reporting.
|Approach to resilience||
Resiliency is the ability of a cloud-based service to withstand certain types of failures whilst remaining fully-functional from the customers' perspective. Data resiliency means that no matter what failures occur within Office 365, critical customer data remains unaffected. Office 365 services have been designed around five specific resiliency principles:
1. Non-critical data (e.g., whether or not a message was read) can be dropped in rare failure scenarios. Critical data (e.g., customer data such as email messages) should be protected at extreme cost. As a design goal, delivered mail messages are always critical, and things like whether or not a message has been read is noncritical.
2. Copies of customer data must be separated into different fault zones to provide failure isolation.
3. Critical customer data must be monitored for failing any part of Atomicity, Consistency, Isolation, Durability.
4. Customer data must be protected from corruption.
5. Most data loss results from customer actions, so allow customers to recover on their own using a GUI that enables them to restore accidentally deleted items.
Building to these principles, coupled with robust testing, Office 365 is able to exceed the requirements of customers while ensuring a platform for continuous innovation and improvement.
All MS O365 outages are reported here: https://status.office365.com/
FCO Services have also integrated our onpremise SCOM (System Center Operations Manager) system to monitor alerts directly to our tenants via the Service Health admin portal.
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
Management interfaces are restricted to key support personnel, audited and monitored, accessed through dedicated hardware device and dedicated Bastion infrastructure.
Secure devices follow National Cyber Security Centre (NCSC) guidance; Bastion infrastructure requires 2 factor authentication to access management interfaces.
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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||Less than 1 month|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|How long supplier audit data is stored for||At least 12 months|
|How long system logs are stored for||At least 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI|
|ISO/IEC 27001 accreditation date||14/1/2019|
|What the ISO/IEC 27001 doesn’t cover||
This is in scope:
FCO Services Global Digital Technology including infrastructure, development, operations and support for Secure Managed and hosted IT Services holding information up to "OFFICIAL" tier of the UK Government's classification scheme in accordance with statement of Applicability dated 27 July 2018.
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
The applications will process and store data classified as OFFICIAL in the Government Security Classification scheme.
FCOS adheres to the following ISO standards:
* 27001 (Information Security Management)
* 20000 (Service Management System)
* 9001 (Quality Management)
* 22301 (Business Continuity Management)
* Cyber Essentials Plus
As well as aligning to the ITIL framework for deploying and managing FCO Services products
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
The FCOS Configuration Management System is used to manage and maintain FCOS Products, Services and Components as well as associated customer assets and services.
A standardised data model of technical and non-technical components ensures Configuration Items are managed in a consistent controlled manner aiding the evaluation of impacts and risks during the Change Management process.
Our Change Management capability is used for service introduction, retirement, patching and additional enhancements/changes. By utilising a consistent, structured approach, we're able to mitigate the risks associated with change whilst ensuring timely and appropriate communications with customers in relation to potentially service impacting change events.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
FCO Services vulnerability management approach is aligned to meet the Information Assurance requirements expected by all HMG organisations as well as international standards for information Security management (e.g. Cabinet Office Security Policy Framework, ISO/IEC 27001:203).
This ensures that both internal and client systems managed by FCO Services are subject to standard procedures for the identification of vulnerabilities as well as the safe and timely installation of patches with maximum permitted timescales. Patches are prioritised dependent upon categorisation of systems under FCO Services management responsibility with vulnerabilities systematically assessed and remediated on timescales ranging from immediate to 4 weeks.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
FCO Services availability management is delivered on a specific product basis with each specific product having its own availability target. Service availability targets and performance reporting are supported using an integrated approach consisting of event, incident, problem and change management.
Availability targets are monitored and reported with any outages impacting the availability targets logged and tracked in a standardised, consistent manner.
|Incident management type||Supplier-defined controls|
|Incident management approach||
FCO Services Global Support Centre acts as the single point of contact for all interactions, incidents and service requests from the customer, with the service capable of delivering operational support and management on a 24x7x365 basis.
The primary objective for incident management is the use of structured incident management activities to identify and resolve service quality issues within service level targets agreed during initial customer engagement.
The GSC can support multiple contact methods which include direct interaction with the customer end-user or desk-desk interaction which triages calls before allocation to FCO Services.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||Yes|
|Connected networks||Public Services Network (PSN)|
|Price||£5.55 per licence per month|
|Discount for educational organisations||No|
|Free trial available||No|