Microsoft Office 365
FCO Services' managed Microsoft Office 365 is specifically for government departments working at the OFFICIAL classification requiring a collaboration solution.
For Government. By Government.
- Experienced at deploying Office 365 tenants based on customer requirements
- UK government OFFICIAL customisations tailored to UK government needs
- Can advise on Office 365 options based on security requirements
- Administration, 1st/2nd/3rd line support, migration
- 24x7x365 service management
- 24x7x365 platform monitoring
- FCO Services uniquely understands the needs of UK government departments
- 100% UK Security Cleared Staff
- Complies with National Cyber Security Centre guidance e.g. DMARC
- Microsoft Cloud Solution Provider; enabling access to competitive licensing costs
- Can advise on ideal licensing options based on security requirements
£5.55 per licence per month
- Pricing document
- Skills Framework for the Information Age rate card
- Terms and conditions
- Modern Slavery statement
|Service constraints||Bound by Microsoft uptime/availability|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Based on the priority of the ticket, FCO Services can respond within 30 minutes on a 24x7/365 basis.|
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
The FCO Services Global Support Centre (GSC) acts as the single point of contact for the receipt of all interactions, incidents and service requests from the Customer’s nominated representative (s) with the service capable of delivering operational support and management on a 24x7x365 basis.
Standard GSC Operational hours: 0900-1700 Mon-Fri excl. UK public holidays
Accepted methods of contact include customer contact via telephone and email which may result in the subsequent creation of an incident or service request.
The GSC can be contacted for support by customers in either one of two ways
1. By telephone
2. Via email with the customer utilising an FCO Services defined template for email communications
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||FCO Services will provide Introduction documentation, such as How to guides, and can offer training to end users as required|
|End-of-contract data extraction||Customers can extract their data in PST format. In addition FCO Services can provide assistance or services to move data from an existing network or email system, which may incur additional costs.|
The service is designed so that customers have the ability to extract their data from the service at any time. Upon termination or expiration of the customer’s subscription, the customer may contact FCO Services and request that:
a) Their accounts be disabled and all data deleted (in accordance with CESG assured processes); or
b) The customer data is retained in a limited function for a maximum of 28 days after expiration or termination of the service so that further data may be extracted.
Using the service
|Web browser interface||Yes|
|Using the web interface||
Office 365 provides user web interfaces for all Office 365 SaaS applications including but not limited to:
• Outlook, OneNote, OneDrive, Excel, Word, PowerPoint, SharePoint, Teams, Yammer, Calendar, Flow
These can be used separately or in conjunction with desktop software dependent on device and access requirements.
Also provided are web interfaces for Office 365 tenant management that administrators can use to manage every aspect of Office 365 including:
• Exchange Online
• Security & Compliance
• Azure Active Directory
These web interfaces can be tailored by FCO Services to suit individual needs including role based access models dependent on customer requirements.
All configuration is undertaken through the management consoles using a combination of GUI, PowerShell and Azure runbook scripting.
|Web interface accessibility standard||WCAG 2.1 A|
|Web interface accessibility testing||Because Microsoft is a major software and cloud-services provider to states and governments around the world, it is committed to complying with all relevant international standards and compliance controls. By adhering to these wide-ranging accessibility standards, Microsoft ensures that all customers—both inside and outside of government—can use Microsoft services and products.|
|Command line interface||No|
|Independence of resources||Each customer is provisioned with its own environment isolated from other customers with its own resources and capacity. Shared infrastructure is systematically capacity managed to understand and resolve any potential demand issues.|
|Infrastructure or application metrics||Yes|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Microsoft|
|Staff security clearance||Conforms to BS7858:2012|
|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||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||In-house|
|Protecting data at rest||Encryption of all physical media|
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|Equipment disposal approach||In-house destruction process|
Backup and recovery
|Backup and recovery||Yes|
|What’s backed up||
|Backup controls||FCO services manage all back-ups|
|Datacentre setup||Multiple datacentres|
|Scheduling backups||Supplier controls the whole backup schedule|
|Backup recovery||Users contact the support team|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
Availability management for the MSO365 environments is determined by Microsoft availability targets for the service offering procured by FCO from Microsoft – this is 99.9% for MS Office 365 Cloud services.
Note: Worldwide uptimes are published by MS on https://products.office.com/en-us/business/office-365-trust-center-operations with FCO Services able to provide reports on the FCO MS service offering through the standard MSO365 dashboard reporting.
|Approach to resilience||
Resiliency is the ability of a cloud-based service to withstand certain types of failures whilst remaining fully-functional from the customers' perspective. Data resiliency means that no matter what failures occur within Office 365, critical customer data remains unaffected. Office 365 services have been designed around five specific resiliency principles:
1. Non-critical data (e.g., whether or not a message was read) can be dropped in rare failure scenarios. Critical data (e.g., customer data such as email messages) should be protected at extreme cost. As a design goal, delivered mail messages are always critical, and things like whether or not a message has been read is noncritical.
2. Copies of customer data must be separated into different fault zones to provide failure isolation.
3. Critical customer data must be monitored for failing any part of Atomicity, Consistency, Isolation, Durability.
4. Customer data must be protected from corruption.
5. Most data loss results from customer actions, so allow customers to recover on their own using a GUI that enables them to restore accidentally deleted items.
Building to these principles, coupled with robust testing, Office 365 is able to exceed the requirements of customers while ensuring a platform for continuous innovation and improvement.
All MS O365 outages are reported here: https://status.office365.com/
FCO Services have also integrated our onpremise SCOM (System Center Operations Manager) system to monitor alerts directly to our tenants via the Service Health admin portal.
Identity and authentication
|Other user authentication||FCO Services' standard authentication is username and password for non administrative accounts, with Bitlocker used to secure device access; further authentication can be applied in accordance with customer requirements.|
|Access restrictions in management interfaces and support channels||
Management interfaces are restricted to key support personnel, audited and monitored, accessed through dedicated hardware device and dedicated Bastion infrastructure.
Secure devices follow National Cyber Security Centre (NCSC) guidance; Bastion infrastructure requires 2 factor authentication to access management interfaces.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
|Devices users manage the service through||
Audit information for users
|Access to user activity audit information||Users contact the support team to get audit information|
|How long user audit data is stored for||Between 1 month and 6 months|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|How long supplier audit data is stored for||At least 12 months|
|How long system logs are stored for||Between 1 month and 6 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI|
|ISO/IEC 27001 accreditation date||14/1/2019|
|What the ISO/IEC 27001 doesn’t cover||
This is in scope:
FCO Services Global Digital Technology including infrastructure, development, operations and support for Secure Managed and hosted IT Services holding information up to "OFFICIAL" tier of the UK Government's classification scheme in accordance with statement of Applicability dated 27 July 2018.
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
The applications will process and store data classified as OFFICIAL in the Government Security Classification scheme.
FCO Services adheres to the following ISO standards:
* 27001 (Information Security Management)
* 20000 (Service Management System)
* 9001 (Quality Management)
* 22301 (Business Continuity Management)
* Cyber Essentials Plus.
As well as aligning to the ITIL framework for managing and delivering FCO Services products and services.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
The FCOS Configuration Management System is used to manage and maintain FCOS Products, Services and Components as well as associated customer assets and services.
A standardised data model of technical and non-technical components ensures Configuration Items are managed in a consistent controlled manner aiding the evaluation of impacts and risks during the Change Management process.
Our Change Management capability is used for service introduction, retirement, patching and additional enhancements/changes. By utilising a consistent, structured approach, we're able to mitigate the risks associated with change whilst ensuring timely and appropriate communications with customers in relation to potentially service impacting change events.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
FCO Services vulnerability management approach is aligned to meet the Information Assurance requirements expected by all HMG organisations as well as international standards for information Security management (e.g. Cabinet Office Security Policy Framework, ISO/IEC 27001:203).
This ensures that both internal and client systems managed by FCO Services are subject to standard procedures for the identification of vulnerabilities as well as the safe and timely installation of patches with maximum permitted timescales. Patches are prioritised dependent upon categorisation of systems under FCO Services management responsibility with vulnerabilities systematically assessed and remediated on timescales ranging from immediate to 4 weeks.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
FCO Services availability management is delivered on a specific product basis with each specific product having its own availability target. Service availability targets and performance reporting are supported using an integrated approach consisting of event, incident, problem and change management.
Availability targets are monitored and reported with any outages impacting the availability targets logged and tracked in a standardised, consistent manner.
|Incident management type||Supplier-defined controls|
|Incident management approach||
FCO Services’ Global Support Centre acts as the single point of contact for all interactions, incidents and service requests from the customer, with the service capable of delivering operational support and management on a 24x7x365 basis.
The primary objective for incident management is the use of structured incident management activities to identify and resolve service quality issues within service level targets agreed during initial customer engagement.
The GSC can support multiple contact methods which include direct interaction with the customer end-user or desk-desk interaction which triages calls before allocation to FCO Services.
|Approach to secure software development best practice||Supplier-defined process|
Separation between users
|Virtualisation technology used to keep applications and users sharing the same infrastructure apart||No|
|Description of energy efficient datacentres||
Recognised for reducing its environmental footprint, FCO Services’ efficient data centre has won the prestigious European Code of Conduct Awards for Energy Efficiency in Data Centres from the European Commission’s Joint Research Centre.
From using rainwater recycling systems for hybrid cooling towers to implementing cold aisle containment and designing the underground structure of the data centre as a natural heat drain – FCO Services have adopted recognised energy efficient best practice to reduce the impact of related environmental, economic and energy demands.
FCO Services currently operate at a world class efficiency power usage effectiveness of 1.1, well below the average value of 2.0 seen in most data centres.
|Price||£5.55 per licence per month|
|Discount for educational organisations||No|
|Free trial available||No|