Free Rein Limited

SuiteCRM

SuiteCRM is an open source Customer Relationship Management system that Free Rein can develop, configure, host and support. Used by dozens of public sector, commercial and not-for-profit organisations.
Experience gained by Free Rein delivering IL3 compliant applications for BEIS/INI/Wales has been rolled back into our core services.

Features

• Prospect, Lead, and Opportunity management to share and track activity
• Roles and Security Groups to control user access and capabilities
• Campaign creation and tracking; can be measured against targets
• Dashboards to provide real-time information in user and admin control
• Case management to record and monitor customer interactions
• Identify and resolve customer issues via bug tracking capability

Benefits

• Centralised and shared content with granular level security controls
• Covers Marketing, Sales and Service needs in a collaborative environment
• Easily expanded and many plugins available
• Includes option for Free Rein Outlook 365 add-In
• Aids process automation, reducing need to manually carry out tasks
• Customisable settings, views and layouts to meet organisational needs

£95 a unit an hour

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tony.addison@free-rein.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

369554632766104

Contact

Tony Addison
01473 810002
tony.addison@free-rein.net

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: None
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Working Hours: 60 minutes; (Monday to Friday excluding bank holidays from 9 am to 5 pm); ; Outside Office Hours: 4 hours; (Monday to Friday 5pm to 9 am); ; Weekends: 4 hours; ; Bank Holidays: 6 hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: N/A
• Web chat accessibility testing: The web chat is currently undergoing testing and validation.
• Onsite support: Yes, at extra cost
• Support levels: Support is available generally Mon - Fri 9am - 5pm to solve any user issue or technical problem to registered users. If we get repeated questions we would rather solve the cause than the symptom.; Optional support at other times.; Each client has a dedicated user/semi technical account manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Users supported initially with recommended onsite training (desk based), then online manual and optional webinars for specific needs.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Part of the contract closure arrangements include Free Rein extracting all data required and confirming what data, and when, it can be safely destroyed.; Standard CRM has full export capability for authorised users.
• End-of-contract process: Data extraction and safe disposal of data if required, though is also in client control. Once client confident all data delivered, Free Rein securely delete all data and the CRM instance. Encrypted back up held for up to 12 months after unless specifically requested not to.

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: Length of scroll to view whole page contents.; Reduced detail in table presentations and media lists in a single screen.
• Service interface: No
• API: Yes
• What users can and can't do using the API: As this is a specialist technical implementation, Free Rein will guide clients IT contact and provide implementation notes. As each implementation is customised, Free Rein can prepare a secure copy of the system for client IT to use as sandbox before going live.; There is no limitation on API users. Restrictions are based on clients own system configuration.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: System has extensive studio and database update features and Free Rein offer close guidance initially. System has audit facility on fields.; Clients can add and change fields, or add complete new modules.; Free Rein offer a change controlled system update service or client may run their own.

Scaling

• Independence of resources: Managed cluster loading of virtual servers – most automated except under DDOS conditions where manual intervention often required.

Analytics

• Service usage metrics: Yes
• Metrics types: Client controlled dashboard, elements created as system wide or specific to a user. ; Optional self generated reports to client requirements. Reports on demand in any format.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: SuiteCRM (open source) from Sales Agility

Staff security

• Staff security clearance: Conforms to BS7858:2012
• Government security clearance: Up to Security Clearance (SC)

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 once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Controls to initiate and manage contents of the data exports are provided by the web interface when enabled and access conditions are satisfied.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • XML
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • XML
  • Outlook messages, embedded images and attachments (option)

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 100% availability excluding planned and emergency maintenance.; Refunds automatic as double proportion of the monthly or annual contract, no claim required.
• Approach to resilience: Further detail available on request.
• Outage reporting: Email alerts available on a request for subscription basis for general hosting.; Client specific emails regarding any planned upgrades are included as a matter of course and upgrade date/time then to meet client needs.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Systems are initially created with a core group of users from the client organisation who will act as administrators and manage all other users in compliance with their own internal policies.; User capabilities are determined by the roles they have been assigned and the privileges granted to each role.; Support channels are limited to authorised individuals who will be granted appropriate permissions. No external management is available on support channels.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

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 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials
  • We don't store payment information in the cloud services

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials accredited moving up to Plus en route for IASME
• Information security policies and processes: The ISMS contains policies and processes that are critical to provide assurance that data is handled consistently and securely. These cover all aspects including asset management, application usage, accounts, emails, storage devices, access controls, and the handling of data.; Procedures exist to ensure actions comply with the defined policies and what to do in the event of non-compliance.; In the event of a suspected incident, the IT manager (or nominee) is responsible for authorising access to equipment, services and data to allow investigations to proceed.; Wherever possible, policies are enforced by automation but in many cases manual intervention is necessary. In these situations procedures define the process required to ensure each policy is being followed and the frequency the process is to be executed.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: On receipt of a documented change request, a risk assessment is performed to determine the potential effect the change will have on system components, security and running costs.; Changes will then be implemented in a controlled test environment, where testing and reviews can performed. All changes are be retained within source control.; Once approved, changes will be announced and documented as required before release.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: OS and application patches are constantly monitored and when available they will be assessed and implemented. For critical patches an emergency process is in place to action quickly.; Announcements of potential threats and exploits are received through numerous notification services including CVE databases and OS maintainers.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Networks and systems are monitored for abnormal performance and resource usage which may indicate a potential attack or system malfunction. Automated alerts are sent when defined thresholds have been reached.; Activity logs are retained to allow for forensic analysis of actions if an issue arrises.; AntiVirus software is used to scan incoming files and emails to the environment with regular full system scans as an extra measure.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be raised by users through the support channels or from the automated monitoring systems, all of which have a process to be followed.; Many incidents can be handled either automatically or manually by help desk staff but for complex or time critical incidents, specialist technical support staff will be assigned to ensure a timely resolution.; Incident reports will be made available upon request.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

• Price: £95 a unit an hour
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tony.addison@free-rein.net. Tell them what format you need. It will help if you say what assistive technology you use.