SuiteCRM is an open source enterprise-class Customer Relationship Management solution. Our Cloud Software provides a robust, secure and flexible CRM perfect for the public sector. Each module has been tailored to assist with the various disciplines across your organisation with the sole purpose of helping your organisation run more effectively.
- 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.
|Software add-on or extension||No|
|Cloud deployment model||
|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||Email or online ticketing|
|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 package purchased.
Additional options available for purchase which 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|
Support included in a hosted SuiteCRM package are;
Starter Package - Only System Down or Severity 1 support.
Business Package - 16 hours of support per annum or 4 hours per quarter.
Premium Package - 32 hours of support per annum or 8 hours per quarter.
All tickets are handled by an in-house helpdesk support team escalated internally when required.
Additional Support packages can be purchased for additional hours:
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.
|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.|
|Description of service interface||SuiteCRM is a modern, responsive application with an intuitive and consistent user interface that is user-friendly and contemporary.|
|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||
SuiteCRM API version 8 exposes a set of resources, to be consumed by clients who wish to harness the powerful CRM functionality provided by SuiteCRM. The API framework employs a Restful design to facilitate the JSON API 1.0 standard messages over HTTPS. It includes meta objects to provide functionality which is not yet defined in the JSON API 1.0 standard. The SuiteCRM API is secured by the OAuth 2 Server provided in SuiteCRM.
The SuiteCRM API allows you to retrieve or insert data to any module or record as well as create relationships between data records.
|API documentation formats||
|API sandbox or test environment||No|
|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, Storage 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 Tigerscheme qualified provider or a CREST-approved 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||£95 to £500 per instance per month|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||Full free trial of system for 7 days.|
|Link to free trial||https://suitecrm.com/suiteondemand/|