Equiniti ICS Ltd

Microsoft Outlook and SharePoint integration for Dynamics 365 and CRM

Repstor CRM solutions add email management capabilities that makes filing CRM-related content an intuitive part of users’ daily activities. Our solutions ensure that important customer and project records are secured and shared, while giving users rapid access to CRM email and documents and the relevant areas of the CRM solution.

Features

  • Appropriately secures filed content
  • Drives and exploits collaborative capabilities of SharePoint
  • Provisions appropriate SharePoint structures and security
  • Works for Dynamics 365 or On-Premise
  • And all with no impact on Outlook performance or stability

Benefits

  • Makes filing CRM-related content easy, fast and efficient
  • Improves user adoption to ensure content is shared and secured
  • Provides easy access to the relevant CRM entities from Outlook

Pricing

£0.71 to £1.09 per user per month

Service documents

G-Cloud 10

438545504384052

Equiniti ICS Ltd

Julie McMenemy

02890 454 166

G-Cloud@equiniti-ics.com

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Microsoft SharePoint
Dynamics 365
Office 365
Cloud deployment model Public cloud
Service constraints Our Service Descriptions are available at https://technet.microsoft.com/en-us/library/office-365-service-descriptions.aspx and https://docs.microsoft.com/en-gb/microsoft-365/enterprise/services-overview
System requirements
  • https://products.office.com/en-gb/office-system-requirements
  • Memory - 2-GB RAM
  • Display - Super VGA with resolution 1024 x 768
  • Windows 10 - Internet Explorer 11, Microsoft Edge
  • Windows 8.1 - Internet Explorer 11
  • Windows 8 - Internet Explorer 10
  • Windows 7 - Internet Explorer 10, Internet Explorer 12

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Standard Equiniti support and maintenance agreements provide guaranteed acknowledgement or resolution of issues within the agreed service level. Equiniti’s standard response times are as follows: P1 – Critical Acknowledge - 30 minutes Response - 1 Hour Target Resolve - 4 Hours P2 – High Acknowledge - 1 Hour Response - 4 Hours Target Resolve - 8 Hours P3 – Medium and P4 – Low response times, are agreed per contract. The above response times are applicable during 09:00 – 17:00, Monday to Friday and excludes public holidays and weekends.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
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 Equiniti’s service levels for incident response and restoration, are defined by Priority Level (P1 – P4) for time taken to provide an automated response (Acknowledge), in-person response (Respond) and Fix / Restore.

Equiniti’s standard response times are as follows:

P1 – Critical
Acknowledge - 30 minutes Response - 1 Hour
Target Resolve - 4 Hours

P2 – High
Acknowledge - 1 Hour Response - 4 Hours
Target Resolve - 8 Hours

P3 – Medium and P4 – Low response times, are agreed per contract.

The above response times are applicable during 09:00 – 17:00, Monday to Friday and excludes public holidays and weekends.

We provide a single contact point for all problems including advice on all aspects of the solution.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started The FastTrack service from Microsoft includes scenarios which help users adopt new, more productive ways of working. See http://fasttrack.microsoft.com/
Community forums/wikis where help articles and white papers are published
Service Health dashboard for information regarding outages/issues. Microsoft offers a range of services to organisations, eg FastTrack to aid onboarding to the service, and the Dynamics Learning Portal to help partners and organisations optimise the use of the service.

Equiniti also provide JIT (Just in Time) training mechanisms in the form of Floorwalkers and short videos focusing on specific functionality that the client will be leveraging. This is bolstered by user training, train the trainer training, administrator training and user manuals for all users.
Service documentation Yes
Documentation formats
  • HTML
  • Other
Other documentation formats
  • EBooks
  • Training Videos
  • ELearning
End-of-contract data extraction 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.
Exchange Online data, including emails, calendar appointments, contacts, and tasks, can be downloaded to a local computer by any end user at any time via the Import and Export wizards.
SharePoint Online documents can be downloaded at any time from the workspace into your local computer.
Vanity domain names such as contoso.com can be removed by following the Domain Removal instructions in Office 365 Help.
To download a copy of end-user metadata (such as email address, first and last name, and other data), you can use PowerShell cmdletscommand let, including the Get-MsolUser Windows PowerShell cmdletcommand let for Office 365. If you use Exchange Online, you can also use the Get-MailUser and Get-User Exchange PowerShell commands.
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.

Additional export requirements are agreed as part of change control.
End-of-contract process Equiniti places great emphasis on ensuring continuity of services for our customers. With an exit strategy in hand at the outset of the relationship, our customer’s needs will be incorporated into the contract, ensuring minimum business and customer disruption in the event that the relationship is completed. The exit strategy will be reviewed annually, or when significant change occurs.
There are several considerations to be made when developing an exit plan. This includes, but is not limited to:
• Continuing Service Requirements
• Data Security and Privacy
• Knowledge and Documentation Transfer
• Costs
• People

Using the service

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
  • Windows
  • Windows Phone
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-us/article/Office-Online-browser-support-AD1303E0-A318-47AA-B409-D3A5EB44E452
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing For users with disabilities we have the Disability Answer Desk (DAD), and for enterprise customers with accessibility questions or accessibility related compliance questions we have theenterprise Disability Answer Desk (eDAD). See https://www.microsoft.com/en-us/accessibility/
API Yes
What users can and can't do using the API The full API details are avilable online at dev.office.com
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Please see https://technet.microsoft.com/en-us/office/dn788774.aspx

Equiniti also provide highly professional, experienced and certified resources to carry out customisations on the clients behalf and to client specification.

Scaling

Scaling
Independence of resources Please see http://www.microsoft.com/en-us/download/details.aspx?id=54249

Analytics

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

Reports are available for the last 7 days, 30 days, 90 days, and 180 days. The reports become available within 48 hours.

Equiniti also provides dashboards and reporting aligned to particular solution requirements. Typically these show case or call run rate, response times, status, process stages and root cause analysis as well as any Business Intelligence or Management Intelligence information required.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Repstor

Staff security

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

Asset protection

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
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, Office 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.
In some scenarios, we use file-level encryption. For example, the files and presentations uploaded by meeting participants are encrypted by using AES encryption.
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 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.

Exchange Online data, including emails, calendar appointments, contacts, and tasks, can be downloaded via the Import and Export wizards.

SharePoint Online documents can be downloaded at any time from the workspace into your local computer.

Full details are available at;
Please see https://products.office.com/en-us/business/office-365-online-data-portability
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • .TXT
  • .XML
  • .XLSX
  • https://products.office.com/en-us/business/office-365-online-data-portability
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • .TXT
  • .XML
  • .XLSX
  • EMail
  • Contacts
  • Documents
  • Calendar items

Data-in-transit protection

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 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 Full details can be found at http://aka.ms/Office365TI and http://aka.ms/Office365CE.

Availability and resilience

Availability and resilience
Guaranteed availability Availability guaranteed at 99.9% through contractual agreement with Microsoft.

SLA's are provided on a monthly uptime calculation. Service credits may be payable for less than 99.9% availability and range from 25% to 100% credit. Calculation of Uptime is ((User Minutes - Downtime)/User Minutes) x 100.

Where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.

Full SLA details can be found at http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=13695
Approach to resilience Data resilience is available directly from Microsoft. Further information can be found at http://aka.ms/Office365DR.
Outage reporting Via the service status portal.

Identity and authentication

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 Users with cloud identities are authenticated using traditional challenge/response. The web browser is redirected to the Office 365 sign-in service, where you type the user name and password for your work or school account. The sign-in service authenticates your credentials and generates a service token, which the web browser posts to the requested service and logs you in.

Users with federated identities are authenticated using Active Directory Federation Services (AD FS) 2.0 or other Security Token Services. The service determines that you are part of a federated domain and offers to redirect you to the on-premises Federation Server for authentication.
Access restrictions in management interfaces and support channels Office 365 comes with a set of administrator roles that you can assign to users in your organisation. Each admin role maps to common business functions, and gives those people permissions to do specific tasks the Office 365 admin center.

https://support.office.com/en-gb/article/About-Office-365-admin-roles-da585eea-f576-4f55-a1e0-87090b6aaa9d?ui=en-US&rs=en-GB&ad=GB

https://support.office.com/en-gb/article/Assign-admin-roles-in-Office-365-eac4d046-1afd-4f1a-85fc-8219c79e1504?ui=en-US&rs=en-GB&ad=GB
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

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 SGS United Kingdom Limited
ISO/IEC 27001 accreditation date 12/02/2017
What the ISO/IEC 27001 doesn’t cover Statement of Applicability is available upon request.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 FISMA/FedRamp, EU Model Clauses, HIPAA/HITECH, ISB 1596, ISO 27018, SASE16 SOC1 & SOC 2.
Information security policies and processes The Microsoft Cloud Security Policy is available via the Service Trust Platform aka.ms/stp

Operational security

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 Once logged via Equiniti Service Desk and routed to the appropriate support team:
• The proposed change is processed, tracked and managed via the Equiniti Service Desk, facilitating management reporting on overall change status
• The proposed change is assessed for impact to the business and process requirements inc. solution design and architecture, infrastructure, security, and resource personas
• Approval or rejection of a change is formally given and recorded and all interested parties notified
• The change is progressed effectively, in a timely and controlled manner
• Configurable items associated with the change are maintained
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, multiple layers of antivirus software ensure protection from common malicious software. Servers run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. Mail coming into the service run through the Exchange Online Protection engine, which uses multiple antivirus and antispam engines to capture known and new threats.

Additional information may be found in the relevant service descriptions and Service Level Agreement (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 Office 365 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 Please see http://aka.ms/Office365SIM

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £0.71 to £1.09 per user per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
Return to top ↑