Ceox

Microsoft Office 365 for Housing

Ceox’s Microsoft Office 365 for Housing Sector improves productivity, collaboration and communication by enabling workplace productivity and cross-department working.
Office 365 replaces ageing file shares, creates project collaboration team sites and digital workplace solution with business productivity tools delivering services efficiently, reducing costs, meeting user needs and increasing staff happiness.

Features

  • Support for Microsoft Office 365 Digital Workplace (Office365, O365, SharePoint)
  • Enterprise Document and Records Management (EDRM, EDRMS) using SharePoint Online
  • Centralised document control and file storage, move from file shares
  • Assistance with configuration and customisation including .NET and PowerApps
  • Make use of Microsoft Teams, Skype for Business, Yammer, Sites
  • OneDrive (One Drive), Flow, Delve, Sway, Power BI (PowerBI), Dynamics
  • Desktop Tools, Word, Excel, PowerPoint, OneNote, Outlook, Dynamics365
  • Migrate from Livelink, Capita Swordfish, Castleton Documotive, HP TRIM
  • Migrate from Netcall (Serengeti), INVU, HousingDocs, Wisdom Daisy EDRMS
  • Responsive Design for Mobiles and Tablets, ideal for repairs, DLO

Benefits

  • ITIL based service management providing support via a service desk
  • Full support for user research, design, develop, delivery, build, live
  • Experts in supporting Housing Associations and Local Authority Housing Providers
  • Assisting regulated suppliers of Social Housing, leaseholders and shared ownership
  • Help understanding licences and licensing including plan selection
  • Skills transfer to internal staff including training and project management
  • Integrate with finance, CRM, housing management systems, Active Directory, AzureAD
  • Create intranet and team sites, improve teamworking, collaboration, phone
  • Online meetings, broadcast meetings and audio conferencing with Skype, Teams
  • Planning, Setup, Migration, Quality Assurance, Performance Testing, Testing, Cyber Security

Pricing

£6.00 per person per month

Service documents

Framework

G-Cloud 11

Service ID

4 1 4 1 9 0 8 8 1 5 3 5 7 4 1

Contact

Ceox

Gavin Harte

0333 987 4495

digitalmarketplace@ceox.co.uk

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Our software is built upon Microsoft Office 365.
Cloud deployment model
  • Public cloud
  • Hybrid cloud
Service constraints
None
System requirements
  • PC: 1GHz or faster x86 or x64 processor,
  • 2GB RAM, 3GB HD Space
  • Mac: Intel Processor, 4GB RAM, 6GB HD Space
  • Windows 7 SP1, 8, 8.1, 10, iOS, Android, OS X
  • Internet Explorer 10, 11, Microsoft Edge
  • Support for latest Mozilla Firefox, Google Chrome and Apple Safari
  • 1024x768 screen resolution
  • Further information can be found here - https://products.office.com/en-gb/office-system-requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support Incidents are classified under one of four levels depending on severity:
Level 1: Critical,
Level 2: Major,
Level 3: Significant,
Level 4: Minor.

The levels have the following response and resolve times:
Level 1: 1 hour respond, 4 hours resolve;
Level 2: 4 hours respond, 8 hours resolve;
Level 3: 1 day respond, 5 days resolve;
Level 4: 5 days respond, 10 days resolve.

Ceox service desk runs during standard UK office hours with 24x7 available at extra cost.
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
Ceox can tailor support levels to an organisation depending on requirements. By default, incidents are assigned one of four levels depending on severity:

Level 1: Critical - The system is unavailable for all users.
Level 2: Major - The system is unavailable for some users and no workaround exists.
Level 3: Significant - There is an issue which is impacting some users and no workaround exists.
Level 4: Minor - There is an issue but users can workaround without impact.

The levels have the following response and resolve times:
Level 1: 1 hour respond, 4 hours resolve;
Level 2: 4 hours respond, 8 hours resolve;
Level 3: 1 day respond, 5 days resolve;
Level 4: 5 days respond, 10 days resolve.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The level of onboarding and offboarding support provided by Ceox depends on the customer's requirements. Ceox can provide full support for organisations who want to rollout the service to their whole organisation. Ceox can also support small pilot trials if desired. At the end of the engagement, Ceox can tailor the level of offboarding support required. Ceox also provides a number of training options including: train the trainer, training for key individuals, classroom training for all users and floor walking support.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Microsoft provide online videos and interactive learning portals
End-of-contract data extraction
Customers can export their data from Office 365 at any time using the standard export services. Ceox can provide complete support in undertaking this process.
End-of-contract process
The amount of notification required to end the contract depends on the length of contract taken out and will be included in the call-off contract. At the end of the contract process, Ceox will assist the customer in extracting any data or moving to another supplier as required.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Users can access the Office 365 web app from mobile devices which met the required minimum specification. In addition, there are mobile apps available to run on iOS, Android and Windows phone and tablet operating systems.
Service interface
Yes
Description of service interface
Office 365 can be accessed through a number of interfaces, predominantly a web browser but also through the mobile applications, tablet applications and desktop tools for Office.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Microsoft have done extensive testing to ensure that Office 365 is accessible, more details can be found here: https://www.microsoft.com/en-us/accessibility/office
API
Yes
What users can and can't do using the API
The Office 365 Web API allows access to features within Office 365. More details can be found here: https://msdn.microsoft.com/en-us/office/office365/howto/platform-development-overview
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Office 365 is highly configurable and customisable, enabling organisations to tailor their environment to their personal requirements. The level of customisation permitted depends on the level of service bought from Ceox, if subscribing to regular updates then the level of customisation available will be reduced so as not to break future updates.

Scaling

Independence of resources
The service operates multiple scale groups in each data centre and automatically provisions new customers into a scale group. The architecture of scale groups is designed to meet the many needs of operating a service at scale, including security, scalability, performance, tenant isolation, serviceability, and monitoring. Each customer has their own individual database, separate from other customers’ databases. Data processing is logically segregated through capabilities specifically developed to help build, manage, and secure multi-tenant environments.

Analytics

Service usage metrics
Yes
Metrics types
Office 365 provides metrics on usage and service health through the Office 365 admin center. More details on Activity Reports can be found here: https://support.office.com/en-ie/article/activity-reports-in-the-office-365-admin-center-0d6dfb17-8582-4172-a9a9-aed798150263?ui=en-US&rs=en-IE&ad=IE
Reporting types
  • API access
  • Real-time dashboards

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft

Staff security

Staff security clearance
Other security clearance
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
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
Another external penetration testing organisation
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
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach
For data at rest, the service 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. Each organisation’s files are distributed across multiple Azure Storage containers, each with separate credentials, rather than storing them in a single database.
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
Customers can export their data from Office 365 at any time using the standard export services. Ceox can provide complete support in undertaking this process. The exact options for exporting data depends on what service within Office 365 is used. More details can be found here: https://products.office.com/en-gb/business/office-365-online-data-portability
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • Various formats can be exported from Office 365.
  • Ceox can provide assistance in choosing the most appropriate format
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Various formats can be imported into Office 365.
  • Ceox can provide assistance in choosing the most appropriate format.

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
  • Other
Other protection between networks
For data in transit, all customer-facing servers negotiate a secure session by using TLS/SSL with client machines to secure the customer data. This applies to protocols on any device used by clients, such as Skype for Business Online, Outlook, and Outlook on the web. See also http://aka.ms/Office365CE
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Please see http://aka.ms/Office365TI and http://aka.ms/Office365CE

Availability and resilience

Guaranteed availability
The level of availability guaranteed by Microsoft is 99.9% availability (based on 24x7). Microsoft pay service credits if the service does not meet the required uptime for a given month. Ceox will pass all service credit from Microsoft straight to the customer. More details on the level of SLA can be found here: http://www.microsoftvolumelicensing.com/DocumentSearch.aspx?Mode=3&DocumentTypeId=37
Approach to resilience
Microsoft publish a document covering how the ensure resilience in Office 365 which can be found here: http://aka.ms/Office365DR
Outage reporting
Outages are reported through the Office 365 admin center, users can see the status of the current service health. There is also details of historic service health and planned maintenance. Details on how to check the service health can be found here: https://support.office.com/en-ie/article/how-to-check-office-365-service-health-932ad3ad-533c-418a-b938-6e44e8bc33b0

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
Authentication can be setup in several different ways depending on how each organisation wants to restrict access including multi-factor authentication. More details can be found here: https://technet.microsoft.com/en-us/library/office-365-user-account-management.aspx
Access restrictions in management interfaces and support channels
The service comes with a set of administrator roles that you can assign to users in your organization. Each admin role maps to common business functions, and gives those people permissions to do specific tasks the Office 365 admin center.
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

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 receive audit information on a regular basis
How long supplier audit data is stored for
Between 6 months and 12 months
How long system logs are stored for
Between 6 months and 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
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Ceox runs a security management system aligned to ISO27001. As part of this, there is a security working group which handles the assessment and control of information security risk.

Microsoft also run an information security management process details of which can be found here: https://www.microsoft.com/en-us/trustcenter/security/dynamics365-security
Information security policies and processes
Ceox use ISO27001 aligned policies and procedures to ensure that information security risk is controlled adequately. There is a Security Working Group (SWG) which handles the assement and control of information security risk.

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
Microsoft 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.

Ceox uses configuration and change management procedures produced inline with ISO9001 and ISO27001. These are based on the ITIL framework and make use of DevOps tooling where possible.
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. Additionally, all mails coming into the service run through the Exchange Online Protection engine, which uses multiple antivirus and antispam engines to capture known and new threats against the system. 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
The service employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacenter edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause.

Proactive monitoring continuously measures the performance of key subsystems of the Office 365 services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.
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
Ceox runs an incident management process based upon ITIL's Service Operation practices. These include detailed processes for handling security incidents.

Microsoft has developed robust processes to facilitate a coordinated response to incidents. Details of which can be found here: http://aka.ms/Office365SIM

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
Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)

Pricing

Price
£6.00 per person per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Microsoft offer a free 1 month trial of Office 365 which can also be used for initial development. Ceox can assist customers who wish to make use of Microsoft's free trial offer. Details of which can be found here: https://products.office.com/en-gb/try
Link to free trial
https://products.office.com/en-gb/try

Service documents

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