FCO Services

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.

Features

  • 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

Benefits

  • 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

Pricing

£5.55 per licence per month

Service documents

Framework

G-Cloud 11

Service ID

3 6 7 6 9 0 6 6 6 8 6 3 6 9 2

Contact

FCO Services

Elizabeth Arneill

01908 515789

lizarneill.dosframework@fcos.gov.uk

Service scope

Service scope
Service constraints Bound by Microsoft uptime/availability
System requirements
  • Computer and processor Windows: 1.6 GHz or faster, 2-core.
  • 2.0 GHz or greater recommended for Skype for Business
  • MacOS: Intel processor
  • Memory Windows: 4GB RAM; 2 GB RAM (32-bit)
  • MacOS: 4 GB RAM
  • Hard disk Windows: 4.0 GB of available disk space
  • MacOS: 10 GB of available disk space.
  • Display Windows: 1280 x 768 screen resolution
  • MacOS: 1280 x 800 screen resolution

User support

User support
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 Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels 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

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
Service documentation Yes
Documentation formats PDF
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.
End-of-contract process 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

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
• SharePoint
• Teams
• 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.
API No
Command line interface No

Scaling

Scaling
Scaling available 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.
Usage notifications Yes
Usage reporting
  • Email
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Number of active instances
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
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
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
Backup and recovery Yes
What’s backed up
  • VM
  • Files
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-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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 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.
Outage reporting 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

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Username or password
  • Other
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
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)

Audit information for users

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

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
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials Plus
  • ISO 20000
  • ISO 9001
  • ISO 22301

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 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.

Operational security

Operational security
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.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart No

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes
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.

Pricing

Pricing
Price £5.55 per licence per month
Discount for educational organisations No
Free trial available No

Service documents

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