SuiteCRM is an open source enterprise-class Customer Relationship Management solution. Our Cloud Software product provides a robust, secure and flexible CRM perfect for the public sector.
- Central Customer Repository
- Flexible Case Management
- Powerful Workflow Tool
- Real-time reporting and dashboards
- GDPR Ready with Campaign tool and consent management
- User definable Survey Tool and Response Capture
- Flexible Field, Layout and Drop Down Manager
- Role permissions and two factor authentication option
- Activity scheduling with important touchpoint tracking
- Project Management tools with Gantt chart.
- Cost Effective – No software license costs
- Browser based – Your data; any time, anywhere.
- Improve efficiency by automating business processes.
- Improve communication and follow up with CRM alerts
- Improve decision making with key customer insights and reports
- Capture customer insights with flexible survey tool
- Ensure GDPR compliance with one secure central data repository
- Improve customer service with history and touchpoint tracking
- Inform customers of important information with campaign tool
- Track data manipulation through CRM audit tools.
£100 to £650 per instance per month
01786 585 499
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||Supported Browsers and other compatibility information can be found at https://docs.suitecrm.com/admin/compatibility-matrix/|
|System requirements||No System Requirements|
|Email or online ticketing support||Yes, at extra cost|
|Support response times||
Severity 1: Within 2 Hours
Severity 2: Within 6 Hours
Severity 3: Within 2 Working Days
Severity 4: Within 10 Working Days
Response Time SLA depends on the Support level purchased.
Platinum Support allows weekend support providing the level is a Severity 1 and this is answered within 0.5 hours.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Silver Support - 15 hours of Support Annually which costs a total of £1500+VAT.
Gold Support - 30 hours of Support Annually which costs a total of £3000+VAT.
Platinum Support - 50 hours of Support Annually which costs a total of £5000+VAT.
All tickets are handled by an in-house helpdesk support team escalated internally when required.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||User documentation is provided and on-site training can be purchased.|
|End-of-contract data extraction||Data can be exported to CSV or a SQL dump can be provided by SalesAgility.|
|End-of-contract process||There are no additional costs at the end of the contract.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||All functionality remains the same. User interface is responsive to device size.|
|Accessibility standards||None or don’t know|
|Description of accessibility||
Non-Text Content includes alternative text available to the user.
Pre-recorded audio does not apply.
Captions, Audio description, Live captions, Audio description, Meaningful sequence, Sensory characteristics, Keyboard, No keyboard trap, Time limits, Pause, stop, hide, flashes, bypass blocks, Resizing text does not apply.
Colour is not the only use, mouse pointers and font can convey visual elements.
Pages have titles, headings and labels describing the purpose.
Error identification/suggestion is included and appropriate error messages will show.
Labels and instruction are included in the software.
|What users can and can't do using the API||There are no limitations of the API. The API has the ability to push and pull information.|
|API documentation formats||Open API (also known as Swagger)|
|API sandbox or test environment||Yes|
|Description of customisation||Anything within the CRM can be customised, System Administrators will have access to development tools which will allow them to add new fields, change layouts and create new modules.|
|Independence of resources||We dedicate a guaranteed volume of CPU and RAM to clients.|
|Service usage metrics||Yes|
|Metrics types||The metrics we provide are up-time, time used and SLA's.|
|Reporting types||Reports on request|
|Supplier type||Not a reseller|
|Staff security clearance||Staff screening not performed|
|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||Managed by a third party|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||‘IT Health Check’ performed by a CHECK service provider|
|Protecting data at rest||Physical access control, complying with CSA CCM v3.0|
|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||Users do not need to extract their data from SalesAgility, users can export their customer data from the CRM with the in-built tools provided.|
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Other protection between networks||We implement load-balancing and contain services within a scaled docker environment.|
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||There is 99.9% uptime, as measured monthly, excluding planned downtime. All planned downtime is kept to a minimum and would be agreed in advance. Planned downtime would not exceed three hours.|
|Approach to resilience||Available on Request|
|Outage reporting||Email Alerts|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Role-based permissions.|
|Access restriction testing frequency||At least every 6 months|
|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||At least 12 months|
|Access to supplier activity audit information||Users have access to real-time 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||CQS|
|ISO/IEC 27001 accreditation date||05/10/2016|
|What the ISO/IEC 27001 doesn’t cover||N/A|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
We conduct internal audits monthly.
External audits are conducted yearly. Non-conformance's are recorded where policies are not followed. These are then resolved as per ISO 27001 standards.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
We use Git version control to track our setup and all instances. Our server setup is versioned and deployed.
All changes are peer-reviewed by senior members of the team.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||Any security issues that are raised with SuiteCRM, are identified using our security process. Issues will be acknowledged|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Servers and the services running within servers are updated on a regular basis to ensure vulnerabilities are patched against to reduce risk. Security issues are continually monitored and any critical and high priory issues, are dealt with as a priory outwith the regular maintenance cycle.|
|Incident management type||Supplier-defined controls|
|Incident management approach||Security reports and incidents are treated in there own right and are immediately escalated to the relevant team members and senior management. Reported vulnerabilities are verified, followed by a risk assessment to grade the severity of the issue. Critical and High risk issues will have resource allocated to resolving the issue as a matter of urgency.|
|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|
|Price||£100 to £650 per instance per month|
|Discount for educational organisations||No|
|Free trial available||No|
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|