Telefonica UK Limited

Microsoft Office 365 from O2

Office 365 is Microsoft’s subscription-based hosted productivity SaaS solution provided by O2 for email, collaboration, communication, and storage. O2 wraps the familiar Office services, Exchange email, Skype for Business and Onedrive storage with specialist focus on initial set up, deployment into the Cloud and on-going telephone or email support.

Features

  • Hosted messaging solution delivered as a cloud-based service
  • SharePoint Online - a service for businesses of all sizes
  • Microsoft® Skype for Business™ connects people anytime, virtually anywhere
  • Users can access documents, email/calendars from virtually any device
  • Archiving, compliance, regulatory, and e-discovery solutions
  • Office Online allow users to access documents almost anywhere
  • Choice of a range of ‘multi-service’ plans and standalone services
  • Options on Government, Business and Enterprise plans

Benefits

  • Cloud solutions offer simple to use, scalable deployment
  • Improved productivity- users can access documents, email/calendars from multiple devices/locations
  • Improved collaboration drives employee engagement, and a results-driven culture
  • 'Access anywhere' enables flexible working, benefitting both employee and organisation

Pricing

£3.80 per licence per month

Service documents

Framework

G-Cloud 11

Service ID

2 5 2 6 6 9 0 1 2 3 4 1 7 2 0

Contact

Telefonica UK Limited

Neil Cruden

07872015506

g-cloud_framework@o2.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Not applicable
System requirements
  • https://products.office.com/en-GB/office-system-requirements
  • Office365 can be installed across multiple devices:
  • PCs/Macs/Android™tablets/Android phones/iPad®/iPhone®
  • Office 365 is designed to work with the latest browsers
  • Using older browsers/Office versions may affect quality of experience
  • Microsoft won’t provide code fixes to resolve non-security related problems
  • Office 365 doesn’t support interoperability with third-party software

User support

Email or online ticketing support
Email or online ticketing
Support response times
>90% call SLA and issues resolved within 1 day

Target 4hr response time
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
No
Onsite support
No
Support levels
We offer free support, via phone and email . We also have technical account managers, and cloud support engineers too which are available as a chargeable extra (see professional service options on attached price list).
Support available to third parties
No

Onboarding and offboarding

Getting started
Customers receive a welcome email with next steps on how to set up their licences.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Please see https://products.office.com/en-us/business/office-365-online-data-portability
End-of-contract process
Upon expiration or termination of your Office 365 subscription or contract, Microsoft will provide you, by default, additional limited access for 90 days to export your data.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The service is optimised for mobile, desktop and tablet use and there are differences. Core functionality is available across all platforms.

See https://support.office.com/en-us/article/Office-Online-browser-support-AD1303E0-A318-47AA-B409-D3A5EB44E452
Service interface
Yes
Description of service interface
Refer to Service Definition for the service
Accessibility standards
None or don’t know
Description of accessibility
Service meets WCAG 2.0 AA or EN 301 549 accessibility standard
Accessibility testing
WCAG 2.0 AA or EN 301 549 applies
API
Yes
What users can and can't do using the API
Users can maintain their subscription through the cloud services broker platform.
API documentation
Yes
API documentation formats
Other
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
Not applicable.

Analytics

Service usage metrics
Yes
Metrics types
Not applicable.

Resellers

Supplier type
Reseller providing extra support
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
No
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
Other
Other data at rest protection approach
For data at rest, Office 365 deploys BitLocker with AES 256-bit encryption on servers that hold all messaging data, including email and IM conversations, as well as content stored in SharePoint Online and OneDrive for Business. BitLocker volume encryption addresses the threats of data theft or exposure from lost, stolen, or inappropriately decommissioned computers and disks. Your organization’s files are distributed across multiple Azure Storage containers, each with separate credentials, rather than storing them in a single database.
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
Please see https://products.office.com/en-us/business/office-365-online-data-portability
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
See https://products.office.com/en-us/business/office-365-online-data-portability
Data import formats
  • CSV
  • ODF

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
For data in transit, all customer-facing servers negotiate a secure session by using TLS/SSL with client machines to secure the customer data. This applies to protocols on any device used by clients, such as Skype for Business Online, Outlook, and Outlook on the web. See also http://aka.ms/Office365CE
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=11675
Approach to resilience
Please see http://aka.ms/Office365DR
Outage reporting
Microsoft technical account manager will report on outages and we will report this to our customer. Issues regarding the provisioning platform, customers will be notified by Telefonica group.

Identity and authentication

User authentication needed
Yes
User authentication
  • Username or password
  • Other
Other user authentication
Username and password

Username and strong password/passphrase enforcement
Access restrictions in management interfaces and support channels
Modern authentication Modern authentication brings Active Directory Authentication Library (ADAL)-based sign-in to Office client apps across platforms, enabling sign-in features such as Multi-Factor Authentication (MFA), SAML-based third-party identity providers with Office client applications, and smart card and certificate-based authentication.

Cloud identity authentication - Users with cloud identities are authenticated using traditional challenge/response.

Federated identity authentication - Users with federated identities are authenticated using Active Directory Federation Services 2.0 or other Security Token Services.

MFA for Office 365 - users are required to acknowledge a phone call, text, or an app notification on their smartphone after correctly entering their password.

https://technet.microsoft.com/en-us/library/office-365-user-account-management.aspx
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password
  • Other
Description of management access authentication
Identity federation with existing provider (for example Google apps)

Audit information for users

Access to user activity audit information
Users receive audit information on a regular basis
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
19/10/2016
What the ISO/IEC 27001 doesn’t cover
The service scope for office 365 is described in this document: http://download.microsoft.com/download/1/4/3/1434ABAB-B8E9-412D-8C3A-187B5FCB7A2F/Compliance%20Framework%20document.pdf
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
29/04/2016
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
The service scope for office 365 is described in this document: http://download.microsoft.com/download/1/4/3/1434ABAB-B8E9-412D-8C3A-187B5FCB7A2F/Compliance%20Framework%20document.pdf
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • ENISA IAF
  • EU Model Clauses
  • EU-U.S. Privacy Shield
  • ISO 27018
  • SOC 1 / SOC 2
  • FEDRAMP
  • FIPS 140-2
  • NIST 800-171
  • HIPAA/HITECH. ISB 1596
  • CCSL (IRAP)

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
An ISMP has been established to enable Office 365 to maintain and improve its management system for information security. Through establishment of the ISMP, Office 365 plans for and manages protection of its assets to acceptable security levels based on defined risk management processes. In addition, Office 365 monitors the ISMS and the effectiveness of controls in maintaining the confidentiality, integrity and availability of assets to continuously improve information security.

The ISMS framework encompasses industry best-practices for information security and privacy. The ISMS has been documented and communicated in a customer-facing Information Security Policy, which can be made available upon request (customers and prospective customers must have a signed NDA or equivalent in place to receive a copy).

Office 365 performs annual ISMS reviews, the results of which are reviewed by management. This involves monitoring ongoing effectiveness and improvement of the ISMS control environment by reviewing security issues, audit results, and monitoring status, and by planning and tracking necessary corrective actions.

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
Office 365 has developed formal standard operating procedures (SOPs) governing the change management process. These SOPs cover both software development and hardware change and release management, and are consistent with established regulatory guidelines including ISO 27001, SOC 1/SOC 2, NIST 800-53, and others.
Microsoft also uses Operational Security Assurance (OSA), a framework that incorporates the knowledge gained through a variety of capabilities that are unique to Microsoft. OSA combines this knowledge with the experience of running hundreds of thousands of servers in datacenters around the world.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
In support of the Information Security Policy, Office 365 runs multiple layers of antivirus software to ensure protection from common malicious software. Servers within the Office 365 environment run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. Additionally, all mails coming into the service run through the Exchange Online Protection engine, which uses multiple antivirus and anti-spam engines to capture known and new threats against the system. Microsoft has its own Security Response Center (MSRC) that also supplies information to all our customers covering the whole range Microsoft products.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Office 365 employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacenter edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause.

Proactive monitoring continuously measures the performance of key subsystems of the Office 365 services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.
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
Please see http://aka.ms/Office365SIM

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
£3.80 per licence per month
Discount for educational organisations
No
Free trial available
No

Service documents

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