Salesagility Ltd

SuiteCRM

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.

Features

  • 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.

Benefits

  • 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.

Pricing

£95 to £500 per instance per month

Service documents

G-Cloud 11

355653804647471

Salesagility Ltd

Dale Murray

01786 585 499

dale.murray@salesagility.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • 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

User support

User support
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 Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels 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

Onboarding and offboarding
Getting started User documentation is provided and on-site training can be purchased.
Service documentation Yes
Documentation formats HTML
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

Using the service
Web browser interface Yes
Supported browsers
  • 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 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.
Accessibility testing None
API Yes
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 Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment No
Customisation available 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.

Scaling

Scaling
Independence of resources We dedicate a guaranteed volume of CPU, Storage and RAM to clients.

Analytics

Analytics
Service usage metrics Yes
Metrics types The metrics we provide are up-time, time used and SLA's.
Reporting types Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
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
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 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-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks We implement load-balancing and contain services within a scaled docker environment.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

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

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Role-based permissions.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

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 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

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
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 ISO 27001
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.

Operational security

Operational security
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.

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)

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
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/

Service documents

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