Microsoft Office 365 Support and Services

Kinseed is a Microsoft Cloud partner enabling you to make the most of the Microsoft Cloud - through Office 365, Azure, Dynamics CRM, and more.


  • Office Applications: Word, Powerpoint, Excel,
  • File & Document Viewing, Editing and Managemen
  • Real-time collaboration through "Teams"
  • Device & endpoint management and security
  • Rich security features (including both proactive and reactive management tools)
  • Line-of-business Applications including Outlook Customer Manager, Bookings, StaffHub, etc.
  • Detailed management information and analytics through PowerBI
  • Customer Relationship Management
  • Talent Management
  • Data Analytics


  • Securely work anywhere, any time on any device
  • Manage users and services in one simple, clean admin console
  • High quality video and audio conferencing built-in
  • Teams chat-based workspace; achieve more together
  • Huge file storage quotas per user (up to 1TB+)
  • Comply with GDPR and other regulations with data protection controls
  • Protect against cybersecurity threats and incidents with integrated controls
  • Single view of customer relationship management
  • Improved employee engagement and communication
  • Improved collaboration/sharing, making the most of talent and capability


£28 per licence per month

  • Education pricing available

Service documents

G-Cloud 11



Dr. Pal Bhusate


Service scope

Service scope
Service constraints Support is available for users of the Microsoft Office 365 cloud suite of software.
Service will only be available for users who are able to set their "Partner of Record" to Kinseed (we will be able to assist in setting this option for you)
System requirements
  • Windows, Mac or Linux PCs capable of connecting to internet
  • IE, Edge, Safari, Chrome, Firefox browsers supported
  • IOS, Android or Windows Phone mobile devices supported

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Initial response within 30 minutes to confirm ticket has been logged and is being investigated. Initial engineer response is dependent on SLA - but usually within 24 hours.

IT should be noted that 24/7 support, based on agreed SLAs for different business units and services - all at a negotiable flat rate
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels We are a managed IT servicer provider and can provide support based on clients specific needs.

The 24/7 support, based on agreed SLAs for different business units and services - all at a negotiable flat rate
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Kinseed's engagement process includes an enterprise architecture level review of your existing environment from the perspective of People, Processes and Tools.

Kinseed can help you migrate to the cloud from day 1 - all the way through the process, from data collection and cleanup, through data transit and operations, through to upload, testing and assurance. Our use of specific migration tools helps us identify a precise and provable comparison between your existing content and your migration target - so you can guarantee data has made it "home" in one piece.

Our team will help ensure Office 365 is working as best as it can for your organisation - through continual checking of configuration and usage, and monitoring of detailed service analytics, including rolling out the latest features with full regression testing and performance analysis.

Our highly skilled trainers can provide your team with direct, indirect (video conference), or on-demand (video / downloadable content) training for all Office 365 tools and applications. What makes us truly unique, however, is our "bespoke training package" - if you have a specific site or service set up in Office 365, we can create training and communications packages tailored specifically to your application or environment.
Service documentation Yes
Documentation formats
  • ODF
  • PDF
  • Other
Other documentation formats
  • Short videos if required
  • Powerpoint - for onward use
  • Word
End-of-contract data extraction Kinseed follows the ITIL framework. We will appoint a change manager who will work closely with the client to develop a clear change management and transition plan as appropriate to ensure a smooth handover to any new provider or back to the client.

We use automated tools to identify key data sets based on the Information Architecture design we would have implemented at the start of the contract when building any Office 365-based environment.
End-of-contract process The standard cost of the service will continue to be applied until the service is fully transitioned to the customer. The additional cost will include the cost for managing the transition, including:
- Planning
- Migration
- Knowledge transfer
- Programme management

Using the service

Using the service
Web browser interface Yes
Using the web interface Users interact with Office 365 through a modern web browser, including Chrome, Firefox, Opera, Safari, Internet Explorer and Edge - on a PC, Tablet or Mobile. This is standard access to Office 365 as provided by Microsoft. Users can access support from Kinseed for Office 365 by clicking the "Help" link in Office 365 on any page to find a link to Kinseed's support details, including email, phone or knowledgebase entries.
Web interface accessibility standard WCAG 2.1 AAA
Web interface accessibility testing The applicaiton is tested by the source supplier and being used across the globe including ourselves
What users can and can't do using the API Microsoft Office 365 supports the "Microsoft Graph" API which allows developers to connect to Office 365 services and make use of the data and connections found within the environment. Kinseed's support offering includes options for working with developers and IT teams to make the most of the Microsoft Graph API.

Kinseed does not change or publish the Microsoft Graph API directly; instead it is a service built in to Office 365 which we support and enable for our customers.
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
API documentation Yes
API documentation formats Other
Command line interface Yes
Command line interface compatibility Windows
Using the command line interface Office 365 can be administered by your organisations key / principal administrative users through Microsoft PowerShell commands. These commands allow for wide-scale administrative changes, such as applying new policies or generic changes to user accounts, creating large-scale information hierarchies, or changing settings with a very specific pattern across the whole service.

This command line interface is not developed by Kinseed and is a part of the out of the box Office 365 offering, but Kinseed does offer support and enablement to work with organisations to make the most of PowerShell.


Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources Office 365 utilises a hyper scalable architecture, using the power of Microsoft Azure to assure constant performance regardless of user access levels. The only bottleneck in accessing the service would be found on the endpoint at client locations - such as if your Internet connection becomes saturated or constrained. Even in these cases, mitigation can be explored such as the implementation of an "express route" connection to the datacenter serving the Office 365 environment.
Usage notifications Yes
Usage reporting Email


Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
Other metrics End point clients
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
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
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • All documents and files uploaded to the service
  • Any metadata, communications or emails sent through the service
Backup controls Users are able to choose versioning and control settings on a document library - by - document library basis, and with specific implementation of data loss prevention policies can choose for disposition or protection of information on a schedule set to meet the needs of your organisation.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Supplier controls the whole backup schedule
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks Optionally a private network over "Microsoft ExpressRoute"
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability 99.9% guaranteed uptime for all Office 365 services. Refunds / remittance available from Microsoft as part of the service in case of extended downtime impacting your business directly.
Approach to resilience Unlike your own centralised datacentre, Microsoft Office 365 spreads your information across several geographically-dispersed datacentres. Should one (or more) of these hubs goes offline, your data remains available at all times.

In the age of the always-open business, you need guaranteed access to your tools and information. Unless your own organisation has near-unlimited funds to build a multi-site infrastructure, you cannot hope to achieve the same levels of resilience. And you certainly cannot do it for the less than the cost of an Office 365 subscription
Outage reporting In case of any widespread service outages, users are alerted through email to registered administrators, through a console on the Office 365 administration portal, through publicly-available service dashboards, and through APIs available to PowerShell or other online REST-based services for continual service monitoring.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Username or password
  • Other
Other user authentication Additional "Selective Access Controls" allow for access to Office 365 tenants only from specific defined IP ranges or sets of devices.
Access restrictions in management interfaces and support channels Access in management interfaces is restricted only to specific approved administrators, requiring as a minimum a strong password and multi-factor authentication. These sessions time out significantly faster than an average user account, and all access / changes are continually monitored and audited.
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 Access in management interfaces is restricted only to specific approved administrators, requiring as a minimum a strong password and multi-factor authentication. These sessions time out significantly faster than an average user account, and all access / changes are continually monitored and audited.
Devices users manage the service through Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

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 User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS International
ISO/IEC 27001 accreditation date 22/09/2017
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification Yes
Who accredited the ISO 28000:2007 QMS International
ISO 28000:2007 accreditation date 22/09/2017
What the ISO 28000:2007 doesn’t cover N/A
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Information Commissioner's Office - Certificate reference: ZA178776
  • Cyber Essential - Certificate no.: 3869795257607138

Security governance

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 Our information security policies and processes has been certified to ISO BS ISO/IEC 27001 : 2013 by QMS International supported by all the procedures. We are also Information Commissioner’s Office (ICO) and Cyber Essential Plus certified.
As part of our ISO27001 Certification, we have a clearly defined Information and Cyber Security Policy which a supported by a number of sub policies and procedures in line with the ISO 27001 standards. All our policies are hosted in our Company Knowledge-base; all our employees are briefed and expected to confirm their understanding. The policy framework clearly defines the roles and responsibilities of the leadership team and employees. As a leadership team, we perform regular audit and reviews to ensure compliance and ongoing update including external auditing per QMS International.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All changes to the service are logged through an online portal providing an overview of both current and historic service settings and configurations. Any changes are audited and logged, allowing for instant views of precisely who made a change and when. Before changes are implemented, a rigorous change and release management process is followed to industry standards, allowing for both supplier and client assurance on the change to take place.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability alerts are monitored through a collective of third party vendors to highlight potential security weaknesses and blackspots. Microsoft are committed to ensuring the core services on which Office 365 is hosted are patched and secure, while any additional developments by Kinseed are continually tracked and patched against any recent CVEs or other security disclosures, as well as regular penetration and security assurance testing.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Through the built in security and compliance centre in Office 365, Kinseed continually monitors all client accounts for suspicious sign ins, potential indicators of compromise, and specific security threats. In cases where an indecent is identified, the client is notified within 12 hours, and a team is scrambled to work on closing, rectifying and regressing any issue or damage immediately.
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 As part of the ISO27001 Policy we have defined incident management process including DR plan. All incidents are reported and tracked online including regular review as appropriate.

Secure development

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)

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart Yes
Who implements virtualisation Third-party
Third-party virtualisation provider Microsoft Azure / Office 365
How shared infrastructure is kept separate All instances are fully separated from one another on a logical and virtual perspective, and for an additional investment organisations can choose to implement specific service elements in a truly segregated physical environment.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes
Description of energy efficient datacentres Microsoft Data centres are fully compliant


Price £28 per licence per month
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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