Ellucian CRM Suite

Ellucian CRM delivers a solution with enterprise-grade performance, created specifically for the HE industry. Its integration with key systems, along with customisable workflows, activity tracking, and task management enables greater productivity. Resulting in more effective recruitment, enrolment, support and retention of current students, and cultivation of meaningful relationships with alumni.


  • Tailors the way you connect with prospective students
  • Powerful prospect marketing tool
  • Provides a holistic student view and risk levels
  • Early risk detecion and alerts
  • Automate management of intervention strategies
  • Help staff to manage and improve fundraising efforts


  • Reach best-fit students with the right message
  • Track performance and increase yields
  • Detect problems before students fall behind
  • Give students a clear path to success
  • See how fundraising efforts are performing
  • Tools to help track and manage the donor lifecycle


£41791 per instance per year

Service documents

G-Cloud 10



Andrew Crosland



Service scope

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 Banner by Ellucian and Quercus by Ellucian
Cloud deployment model Public cloud
Service constraints N/A
System requirements Latest browers installed

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Priority Level Examples Incident requests are prioritised based on the nature, severity and time of the request.
Priority 1 (P1) – Emergency / System Down - 1 hour or less.
Priority 2 (P2) – High / Major Functionality Issue - 4 hours or less Priority 3 (P3) – Normal / Minor Functionality Issues- 1 business day or less
Priority 4 - Low - 3 business days or less
Applications After Hours Support: Work to resolve incidents of “Priority 1” and “Priority 2” will be performed “After Normal Support Hours” as appropriate
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Our customer support website, available 24/7, is where customers can access a variety of information, including product news, case updates, bug reports, and enhancement requests. Customers can also take advantage of our Knowledge Base, a searchable database of resolved support cases.

Ellucian can provide answers to the many routine daily questions your users have via the Ellucian Action Line.

The Action Line is a telephone support system for users, allowing them to speak with an Ellucian consultant on functional or technical issues. Users may also report apparent product defects using the Action Line. Action Line uses an automated answering system to receive and record initial Action Line calls.
The answering system allows Action Line staff to be prepared before returning calls. Action Line staff can classify, prioritise, record basic details, conduct research, and assign the most appropriate consultant for resolution of your question.There is no additional cost to provide this service
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started This Project Initiation phase of the implementation process lays the foundation for the project.
During this phase, the project team members – from both Ellucian and your institution – meet to set expectations and agree on an initial project plan.
As part of this phase, you can expect to help create the Resource Schedules and Initial Project Plan, as well as the critical Project Charter and Project Scope Statement.
The Project Scope Statement defines, in more detail, the scope that is contracted to be delivered.
The Project Charter summarises the scope of work to be executed, tactical and strategic business objectives, project stakeholders, and includes:

•Mission and goals;
•Implementation approach;
•Communication plan;
•High-level schedule;
•Escalation and decision procedures; and

Ellucian Professional Services can provide training at four levels, each of which is directed toward a specific audience and designed to meet specific purposes.

Training will be structured to enable the Process Teams to gain very specific insight into the processing capabilities of each solution.

Formal training is delivered either
1.Directly on campus in a classroom setting
2.Remotely by a consultant using screen sharing software and VOIP.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats MS Word
End-of-contract data extraction Data may be copied out using AWS API tools to download data.
End-of-contract process If at any time you decide to make a commercial decision to cease your use of Ellucian solutions, you would have recourse to extract your data for your own future use within a mutually agreed timeframe.

These terms can be included in the commercial agreement governing your use of our solution.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • 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 The entire interface is accessed through a Web browser. Ellucian develops its solutions with a ‘mobile first' strategy. This means that the responsive design is applied to automatically adapt the page layout to the size of the screen of the rendering device.
The page layout is natively built and tested for small screens and can scale up on larger screens.

Functions are ‘point and click’ with use of graphics, promoting a visually appealing interface.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing As the leading provider of technology Ellucian is committed to ensuring that our solutions are accessible to the largest possible audience.
Ellucian solutions conform to W3C Web Content Accessibility Guidelines 2.0 level AA. Ellucian development teams are equipped with comprehensive guidelines with respect to accessibility. Development projects include an accessibility validation phase through an Accessibility Score Card, used to both validate and report the accessibility conformance of each product.
The score card is based on WCAG 2.0 guidelines and ITIC Voluntary Product Accessibility Template.
We also encourage our user community to provide their feedback as early as possible in user interface development phases. This takes the form of regular meetings with development partners and demonstration of prototypes during the different development sprints.
Ellucian uses a variety of methods to test the accessibility of our products. Besides incorporating general accessibility testing as part of the product testing cycle, we also test by doing the following:
• Running accessibility testing tools such as A-prompt and Java Accessibility Helper
• Using only the keyboard to navigate
• Employing different assistive technology (Screen Readers Jaws, Homepage Reader Screen Magnifiers Zoom Text Extra)
• Conducting usability inspections of Web pages and functionality
What users can and can't do using the API Ellucian CRM benefits from the Microsoft Dynamics CRM platform native APIs, which is extended by a set of RESTful web-services to serve an extensible data model shared by Ellucian products with partner applications in the higher education ecosystem.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation The service can be customised by administrators of the system. Extensions are captured as meta-data in the Microsoft Dynamics CRM framework and packaged as "solutions" that do not interfere with the base solutions.


Independence of resources Environments, hosted by Amazon Web Services (AWS) are segregated to prevent customers from accessing resources not assigned to them. Services which provide virtualised operational environments to customers ensure that customers are segregated via security management processes/controls at the network and hypervisor level. Ellucian continuously monitors service usage to project infrastructure needs to support availability commitments/requirements. Ellucian maintains a capacity planning model to assess infrastructure usage and demands at least monthly, and usually more frequently. In addition, the capacity planning model supports the planning of future demands to acquire and implement additional resources based upon current resources and forecasted requirements.


Service usage metrics No


Supplier type Not a reseller

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 No
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Other
Other data at rest protection approach AWS adheres to independently validated privacy, data protection, security protections and control processes. AWS is responsible for the security of the cloud; Ellucian is responsible for security in the cloud. AWS enables Ellucian to control their content (where it will be stored, how it will be secured in transit or at rest, how access to their AWS environment will be managed). Wherever appropriate, AWS offers its customers options to add additional security layers to data at rest, via scalable and efficient encryption features. AWS offers flexible key management options and dedicated hardware-based cryptographic key storage.
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Data can be exported to .CSV, .xls, .xlsx, or .xml formats.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Other
Other protection within supplier network Environments are logically segregated to prevent users and customers from accessing resources not assigned to them. Ellucian gives customers ownership and control over their content by design through simple, but powerful tools that allow customers to determine how their content will be secured in transit. AWS enables customers to open a secure, encrypted channel to AWS services using TLS/SSL, and/or IPsec or TLS VPN (if applicable), or other means of protection the customer wish to use.

Availability and resilience

Availability and resilience
Guaranteed availability Please see attached Terms and Conditions document
Approach to resilience AWS Business Continuity plan details the process that AWS follows in the case of an outage, from detection to deactivation. AWS has developed a three-phased approach: Activation and Notification Phase, Recovery Phase, and Reconstitution Phase. This approach ensures that AWS performs system recovery and reconstitution efforts in a methodical sequence, maximizing the effectiveness of the recovery and reconstitution efforts and minimizing system outage time due to errors and omissions. AWS maintains a ubiquitous security control environment across all regions. Each data centre is built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All data centres are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites. Ellucian is responsible for implementing contingency planning, training and testing for our systems hosted on AWS. AWS provides Ellucian with the capability to implement a robust continuity plan, including the utilisation of frequent server instance back-ups, data redundancy replication, and the flexibility to place instances and store data within multiple geographic regions across multiple Availability Zones.
Outage reporting Notification of outages is provided in the form of e-mail alerts from Ellucian

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication 2-factor authentication
Access restrictions in management interfaces and support channels AWS IAM provides user access control to AWS services, APIs and specific resources. Other controls include time, originating IP address, SSL use, and whether users authenticated via MFA devices. API calls to launch/terminate instances, change firewalls, and perform other functions are signed by customers’ Amazon Secret Access Key (either the root AWS Account’s Secret Access Key or the Secret Access key of a user created with AWS IAM).
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access 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 At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 EY CertifyPoint
ISO/IEC 27001 accreditation date 15/12/17
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 15/12/2017
CSA STAR certification level Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover N/A
PCI certification No
Other security certifications No

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 Cloud security at AWS is the highest priority. Ellucian benefit from a data centre and network architecture built to meet the requirements of the most security-sensitive organisations.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Changes to AWS services and features follow secure software development practices, including security risk reviews prior to launch. Developer access to production environments is via explicit access system requests, subject to owner review and authorisation. Teams set bespoke change management standards per service, underpinned by standard AWS guidelines. All production environment changes are reviewed, tested and approved. Stages include design, documentation, implementation (including rollback procedures), testing (non-production environment), peer to peer review (business impact/technical rigour/code), final approval by authorised party. Emergency changes follow AWS incident response procedures. Exceptions to change management processes are documented and escalated to AWS management.
Vulnerability management type Supplier-defined controls
Vulnerability management approach AWS Security performs vulnerability scans on the host operating system, web applications, and databases in the AWS environment. Approved 3rd party vendors conduct external assessments (minimum frequency: quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities. AWS Security monitors newsfeeds/vendor sites for patches and receives customer intelligence via http://aws.amazon.com/security/vulnerability-reporting/. Ellucian is responsible for all scanning, penetration testing, file integrity monitoring and intrusion detection for their Amazon EC2 and Amazon ECS instances/ applications. Scans should include customer IP addresses (not AWS endpoints). AWS endpoint testing is part of AWS compliance vulnerability scans
Protective monitoring type Supplier-defined controls
Protective monitoring approach AWS deploys (pan-environmental) monitoring devices to collect information on unauthorized intrusion attempts, usage abuse, and network/application bandwidth usage. Devices monitor: • Port scanning attacks • Usage (CPU, processes, disk utilisation, swap rates, software-error generated losses) • Application metrics • Unauthorised connection attempts Near real-time alerts flag potential compromise incidents, based on AWS Service/Security Team- set thresholds.
Incident management type Supplier-defined controls
Incident management approach AWS adopts a three-phased approach to manage incidents: 1. Activation and Notification Phase 2. Recovery Phase 3. Reconstitution Phase To ensure the effectiveness of the AWS Incident Management plan, AWS conducts incident response testing, providing excellent coverage for the discovery of defects and failure modes as well as testing the systems for potential customer impact. The Incident Response Test Plan is executed annually, in conjunction with the Incident Response plan. It includes multiple scenarios, potential vectors of attack, the inclusion of the systems integrator in reporting and coordination and varying reporting/detection avenues.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No


Price £41791 per instance per year
Discount for educational organisations No
Free trial available No


Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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