CloudCoCo Limited

Enterprise Mobility + Security (EMS) E5

Enterprise Mobility + Security E5 includes all the capabilities of Enterprise Mobility + Security E3 plus Azure Active Directory Premium (AADP) P2, Azure Information Protection P2, Microsoft Cloud App Security, Azure Active Directory [AD] Identity Protection, Azure Advanced Threat Protection, Azure AD Privileged Identity Management

Features

  • Microsoft 365 Productivity, Email, Teams and Collaboration Platform
  • Enterprise Mobility, MDM and Cyber Security Solutions
  • Windows 10 and Windows Information protection, Windows Hello
  • Archive, legal hold, data leakage protection (DLP).
  • Advanced compliance tools, including rights management services and information protection.
  • Online meetings, web-conferencing, voice and video.
  • Single sign-on to cloud.
  • Microsoft ProPlus. Word, Excel, PowerPoint, OneNote, SharePoint, OneDrive, Yammer.
  • Tools to support compliance, information protection, priavcy, EDRM and GDPR.
  • Corporate social networking.

Benefits

  • Improve teamwork and collaboration with Microsoft SharePoint, Yammer and Teams
  • Enable unified communications and mobile device management
  • Transform the way you work with Microsoft 365 applications
  • Anywhere, anytime, flexible working with Microsoft 365 applications
  • Teams improves collaboration
  • Robust security and reliability
  • Microsoft 365 offers Rapid Elasticity and scalability.
  • Microsoft 365 Software updates as standard
  • Mix and match plans that suit your needs
  • Reduced capital spend, pay on a monthly or annual fee

Pricing

£3.80 a user a month

  • Education pricing available
  • Free trial available

Service documents

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 hello@cloudcoco.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

4 1 0 1 2 3 8 2 6 4 0 6 8 2 7

Contact

CloudCoCo Limited Peter Nailer
Telephone: 03334559885
Email: hello@cloudcoco.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
The Service Descriptions from Mircosoft are available at https://technet.microsoft.com/en-us/library/office-365-service-descriptions.aspx
System requirements
  • Almost all devices/Operating Systems are supported
  • Windows 10 and above
  • Mac OS
  • Android Mobile Device
  • Apple Iphone
  • Any current web browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
All tickets will have an initial response to within 15 minutes.
Our support team is available 24 x 7 x 365.
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
Yes, at an extra cost
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
We have tested the webchat client using the built in windows 10 accessibility tools only.
All Systems are open source and provided by major software vendors.
Onsite support
Yes, at extra cost
Support levels
The service comes inclusive of core platform support. End-user support and training can be provided and is charged in-line with our published SFIA rate card and can be charged on an hourly basis. We provide a 24/7/365 English-speaking Service Desk for support based in the UK. Additional support can be provided from a number of remote engineers across the UK. With CloudCoCo’s full-Service Desk service, your company gets access to its own fully-fledged IT department, from 1st line troubleshooting and request implementation (Starters, Leavers, Password Resets, Single Device Application Installs, etc.), to 2nd Line problem solving and 3rd Line technical expertise, incident analysis and vendor engagements. The service is SaaS-based and is self-administered, as such we do not provide a Technical Account Manager as standard but should this be required, they are charged based on our SFIA rate card.
Premier Support is available at further cost and we have detailed our offerings within lot 3 of G-Cloud. Full hyperlinks and documentation available upon request.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We understand that the process to onboard you onto our services is going to be different for each customer based on your circumstances and requirements.
At CloudCoCo we work with industry-leading project managers who have worked on delivering services from the norm up to complex critical national infrastructure. Our project managers are PRINCE2 certified and use the methodology to ensure smooth delivery of your services within the expected timescales. Online training is provided and user documentation is available via our portal. Depending on the support package taken, phone support can also be available for additional training enquiries.
Dependant on size and complexity onsite training is available and is charged inline with our SFIA rate card.
FastTrack for Microsoft 365 helps organisations accelerate deployment, migration, and adoption of their Microsoft 365 subscriptions at no additional cost.
https://www.microsoft.com/en-gb/fasttrack/microsoft-365
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Details of how to extract data from Office 365 can be found here https://docs.microsoft.com/en-gb/office365/enterprise/office-365-data-retention-deletion-and-destruction-overview
End-of-contract process
Upon expiration or termination of your Office 365 subscription or contract, Microsoft will provide you, by default, additional limited access for 90 days to export your data. As part of our Online Service Terms, we specify that the customer always owns its date. Microsoft acts as the Data Processor. For more detail please see
https://docs.microsoft.com/en-gb/office365/enterprise/office-365-data-retention-deletion-and-destruction-overview

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The service is optimised for mobile, desktop and tablet use and there are differences. Core functionality is available across all platforms. See https://support.office.com/en-gb/article/Office-Online-browser-support-AD1303E0-A318-47AA-B409-D3A5EB44E452
Service interface
Yes
Description of service interface
Please see https://products.office.com/en-gb/business/office-365-administration
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Basic tests only using Microsofts built in accessibility tools.
API
Yes
What users can and can't do using the API
The full API details are available online at;
https://docs.microsoft.com/en-gb/office/office-365-management-api/
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Please see https://products.office.com/en-gb/business/compare-more-office-365-for-business-plans for more information on Office 365 options.
Customisation is licence driven and full API's are available.

Scaling

Independence of resources
One of the primary benefits of cloud computing is concept of a shared, common infrastructure across numerous customers simultaneously, leading to economies of scale. This concept is called multi-tenancy. Microsoft works continuously to ensure that the multi-tenant architectures of our cloud services support enterprise-level security, confidentiality, privacy, integrity, and availability standards.

Analytics

Service usage metrics
Yes
Metrics types
You can easily see how people in your business are using Microsoft 365 services. For example, you can identify who is using a service a lot and reaching quotas, or who may not need an Microsoft 365 license at all.

Reports are available for the last 7 days, 30 days, 90 days, and 180 days. Data won't exist for all reporting periods right away. The reports become available within 48 hours.

https://support.office.com/en-gb/article/Activity-Reports-in-the-Office-365-admin-center-0d6dfb17-8582-4172-a9a9-aed798150263?ui=en-US&rs=en-US&ad=US
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller (no extras)
Organisation whose services are being resold
Microsoft

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
Other data at rest protection approach
For data at rest, Microsoft 365 deploys BitLocker with AES 256-bit encryption on servers that hold all messaging data, including email and IM conversations, as well as content stored in SharePoint Online and OneDrive for Business. BitLocker volume encryption addresses the threats of data theft or exposure from lost, stolen, or inappropriately decommissioned computers and disks. Your organization’s files are distributed across multiple Azure Storage containers, each with separate credentials, rather than storing them in a single database.
Full details can be found at https://docs.microsoft.com/en-gb/microsoft-365/compliance/office-365-encryption-in-the-microsoft-cloud-overview?view=o365-worldwide
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
You own your data and retain all rights, title, and interest in the data you store with Office 365.
You can download a copy of all of your data at any time and for any reason, without any assistance from Microsoft.
To download a copy of end-user metadata
Upon expiration or termination of your Office 365 subscription or contract, Microsoft will provide you, by default, additional limited access for 90 days to export your data.
https://docs.microsoft.com/en-gb/office365/enterprise/office-365-data-retention-deletion-and-destruction-overview
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • Excel
  • Word
  • All Microsoft formats
  • .csv
  • .zip
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
https://www.microsoft.com/en-gb/fasttrack/microsoft-365

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
Network security could be defined as the process of protecting resources from unauthorised access or attack by applying controls to network traffic. The goal is to ensure that only legitimate traffic is allowed. Azure includes a robust networking infrastructure to support your application and service connectivity requirements. Network connectivity is possible between resources located in Azure, between on-premises and Azure hosted resources, and to and from the internet and Azure.
Please see for full details https://docs.microsoft.com/en-us/azure/security/azure-network-security
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Customer data within Microsoft's enterprise cloud services is protected by a variety of technologies and processes, including various forms of encryption.
One of the primary benefits of cloud computing is concept of a shared, common infrastructure across numerous customers simultaneously, leading to economies of scale. This concept is called multi-tenancy. Microsoft works continuously to ensure that the multi-tenant architectures of our cloud services support enterprise-level security, confidentiality, privacy, integrity, and availability standards.
For full details please see:
https://docs.microsoft.com/en-gb/office365/Enterprise/office-365-tenant-isolation-overview
and
https://docs.microsoft.com/en-gb/microsoft-365/compliance/office-365-encryption-in-the-microsoft-cloud-overview?view=o365-worldwide

Availability and resilience

Guaranteed availability
We provide financial backing to our commitment to achieve and maintain the service levels for each service.
If we do not achieve and maintain the service levels for each service as described in the Service Level Agreement, then you might be eligible for a credit towards a portion of your monthly service fees. To learn more about our Service Level Agreements for the services, download the Service Level Agreement for Microsoft Online Services.
https://www.microsoftvolumelicensing.com/DocumentSearch.aspx?Mode=3&DocumentTypeId=37

With respect to EOP licensed as a standalone Service, ECAL suite, or Exchange Enterprise CAL with Services, you may be eligible for Service Credits if we do not meet the Service Level described below for Uptime
Monthly Uptime Percentage:
If the Monthly Uptime Percentage for EOP falls below 99.999% for any given month, you may be eligible for the following Service Credit:
Monthly Uptime Percentage Service Credit
<99.999% - 25%
<99.0% - 50%
<98.0% - 100%
Approach to resilience
Given the complex nature of cloud computing, Microsoft is mindful that it's not a case of if things will go wrong, but rather when. We design our cloud services to maximise reliability and minimise the negative effects on customers when things do go wrong. We have moved beyond the traditional strategy of relying on complex physical infrastructure, and Microsoft have built redundancy directly into their cloud services. They use a combination of less complex physical infrastructure and more intelligent software that builds data resiliency into our services and delivers high availability to our customers.
Full details can be found at https://docs.microsoft.com/en-gb/office365/Enterprise/office-365-data-resiliency-overview
Outage reporting
Office 365 reports outages via the service status portal https://portal.office.com/servicestatus/servicestatus.aspx, Alert or Mobile Application.
CloudCoCo's main monitoring platform also detects any outages and proactively will raise incidents with our support team for investigation and further action if required.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication
Modern authentication Modern authentication brings Active Directory Authentication Library (ADAL)-based sign-in to Office client apps across platforms, enabling sign-in features such as Multi-Factor Authentication (MFA), SAML-based third-party identity providers with Office client applications, and smart card and certificate-based authentication.

Cloud identity authentication - Users with cloud identities are authenticated using traditional challenge/response.

Federated identity authentication - Users with federated identities are authenticated using Active Directory Federation Services 2.0 or other Security Token Services.

MFA for Microsoft 365 - users are required to acknowledge a phone call, text, or an app notification on their smartphone after correctly entering their password.

https://docs.microsoft.com/en-gb/office365/servicedescriptions/office-365-platform-service-description/user-account-management
Access restrictions in management interfaces and support channels
When you buy a Microsoft 365 Apps for business plan or a Microsoft 365 for business plan, we give you a special account that has admin permissions. This account is called an admin account.

With this account you can access the Microsoft 365 admin center to manage your business: add users, manage your subscription, reset passwords, and more.

https://support.office.com/en-gb/article/office-365-admin-overview-c7228a3e-061f-4575-b1ef-adf1d1669870?ui=en-US&rs=en-GB&ad=GB for more information

Within our support team, we have named contacts who will need to be authenticated before any changes can be made to the account.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Description of management access authentication
Microsoft has invested heavily in systems and controls that automate most Microsoft 365 operations while intentionally limiting access to customer content by Microsoft. Humans govern the service, and software operates the service. This enables Microsoft to manage Microsoft 365 at scale and manage the risks of internal threats to customer content.

By default, Microsoft engineers have zero standing administrative privileges and zero standing access to customer content in Microsoft 365. A Microsoft engineer can have limited, audited, and secured access to a customer's content for a limited amount of time.

https://docs.microsoft.com/en-gb/office365/Enterprise/office-365-administrative-access-controls-overview

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
Between 6 months and 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
Between 6 months and 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
BSI
ISO/IEC 27001 accreditation date
18/06/2021
What the ISO/IEC 27001 doesn’t cover
Full assessment reports, certificates and further audit data is available directly from Microsoft;
https://docs.microsoft.com/en-gb/microsoft-365/compliance/offering-iso-27001?view=o365-worldwide
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
02/12/2011
CSA STAR certification level
Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover
Service scope for office 365 is decribed in this document: https://docs.microsoft.com/en-gb/microsoft-365/compliance/offering-csa-star-certification?view=o365-worldwide
PCI certification
Yes
Who accredited the PCI DSS certification
Schellman & Company, LLC
PCI DSS accreditation date
31/06/2021
What the PCI DSS doesn’t cover
The full scope of service is available at
https://docs.microsoft.com/en-gb/microsoft-365/compliance/offering-pci-dss?view=o365-worldwide
Other security certifications
Yes
Any other security certifications
  • ENISA IAF
  • EU Model Clauses
  • EU-U.S. Privacy Shield
  • ISO 27001
  • ISO 27018
  • SOC 1, SOC 2
  • FEDRAMP
  • FIPS 140-2
  • NIST 800-171
  • HIPAA/HITECH, ISB 1596, CCSL (IRAP), Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials, and our partner complies with FISMA/FedRamp, EU Model Clauses, HIPAA/HITECH, ISB 1596, ISO 27018, SASE16 SOC1 & SOC 2
Information security policies and processes
Microsoft's Cloud services, are compliant with data protection standards and regulatory requirements, such as International Organization for Standardization (ISO), Service Organization Controls (SOC), National Institute of Standards and Technology (NIST), Federal Risk and Authorization Management Program (FedRAMP), and the General Data Protection Regulation (GDPR), NCSC.
The Microsoft Cloud Security Policy is available via the Service Trust Platform https://servicetrust.microsoft.com/

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Office 365 has developed formal standard operating procedures (SOPs) governing the change management process. These SOPs cover both software development and hardware change and release management, and are consistent with established regulatory guidelines including ISO 27001, SOC 1/SOC 2, NIST 800-53, and others.

Microsoft also uses Operational Security Assurance (OSA), a framework that incorporates the knowledge gained through a variety of capabilities that are unique to Microsoft. OSA combines this knowledge with the experience of running hundreds of thousands of servers in datacentres around the world. OSA minimises risk by ensuring that ongoing operational activities follow rigorous security guidelines.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
In support of the Information Security Policy, Office 365 runs multiple layers of antivirus software to ensure protection from common malicious software. Servers within the Office 365 environment run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. All mails coming into the service run through the Exchange Online Protection engine, using multiple antivirus and antispam engines to capture known and new threats against the system.

Additional information: service descriptions, SLA.

Microsoft has its own Security Response Center (MSRC) that also supplies information to all our customers covering the whole range Microsoft products.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Given the scale of Microsoft 365, it would be impossible to keep customer data resilient and safe from malware without built-in monitoring that is comprehensive, alerting that is intelligent, and self-healing that is fast and reliable. New mindsets and methodologies needed to be introduced, and whole new sets of technology needed to be created to operate and manage the service in a connected global environment. We have moved away from the traditional monitoring approach of data collection and filtering to create alerts to an approach that is based on data analysis.

https://docs.microsoft.com/en-gb/office365/Enterprise/office-365-monitoring-and-self-healing
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Our Incident Management process is based around ITIL best-practice. Incident Management is the process by which we track all faults and service requests. Incidents are categorised based on the incident type, severity and the impact on the client’s operations. The severity governs the rate at which an incident is progressed through the relevant support functions and the level of visibility which it is afforded across the organisation. Reports can be provided via email for free or face to face in line with the SFIA rate card.

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

Connection to public sector networks
Yes
Connected networks
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)
  • Other
Other public sector networks
Internet

Pricing

Price
£3.80 a user a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
CloudCoCo offers a 30 day free trial of the standard full Microsoft 365 service.
In addition we also offer a Microsoft 365 readiness assessment for free to help guide the migration to the service.
Link to free trial
Please contact coco@cloudcoco.co.uk

Service documents

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 hello@cloudcoco.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.