Civica UK Limited

Microsoft Dynamics CRM 365 IL3/ Official Assured

Civica Digital's Dynamics 365 IL3 platform provides government organisations with OOB Microsoft Dynamics CRM securely hosted from a UK IL3/Official PGA Accredited Data Centre. The software as a service (SaaS) offering is managed in the UK and has been recently accredited for Official Sensitive use by the Home Office.

Features

  • Accessibility: users can access the secure service
  • Flexibility: add users as requirements change and the organisation grows
  • Low cost: no fixed overheads, consumption based pricing
  • Security Compliant: meets Cloud Security Principles for Official/Official Sensitive
  • Securely Hosted: in UK Data Centre with PGA IL3 accreditation
  • Commonly used for secure Case Management and Grant Management
  • Microsoft Dynamics 365 Service modules
  • Microsoft Dynamics 365 Analytics and Reporting with key KPIs
  • Integration with Outlook and the Microsoft Office Suite
  • Based on entities and workflows with inbuilt workflow engine

Benefits

  • Out of the box Microsoft Dynamics 365 functionality
  • License for Microsoft Dynamics 365 Service, SQL server and Windows
  • Capability to customise solution to support requirements
  • Securely hosted to IL3/Official Sensitive level if required
  • Managed from UK SC cleared staff (all SFW BPSS cleared)
  • Underpinned by ISO27001, ISO9001 and ISO14001 processes
  • Priced on a per user per month basis
  • Option for 28 day back up
  • 99.99% Availability, Test and Development (T&D) Environment available
  • UK data sovereignty, Dynamics CRM 2011, 2013, 2015, 2016, 365

Pricing

£43 to £128 per user per month

Service documents

G-Cloud 9

477589274629991

Civica UK Limited

Civica UK Limited

020 7760 2800

g-Cloud@civica.co.uk

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Our services are built upon Microsoft's Dynamics 365 platform.
Cloud deployment model Private cloud
Service constraints None
System requirements
  • Processor - 1.9GHz x86- or x64-bit dual core processor
  • Memory - 2-GB RAM
  • Display - Super VGA with a resolution of 1024x768
  • Bandwidth greater than 1Megabit per second (125 KBps/Kilobyte per second)
  • Latency under 150 ms
  • Windows 10 - Internet Explorer 11, Microsoft Edge
  • Windows 8.1 - Internet Explorer 11
  • Windows 8 - IE10, Windows7 -IE10, IE12
  • Support for Mozilla Firefox, Google Chrome and Apple Safari
  • Further information can be found here - https://technet.microsoft.com/en-us/library/hh699710.aspx

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Civica Digital offers two levels of Cloud Support, 24 x 7 or Working hours only. Response times depend on the severity of the incident and are as follows: Severity Level 1 - Critical 10 mins to acknowledge, 1 hour to respond, 4 hours to resolve; Severity Level 2 - Severe 10 mins to acknowledge, 4 hours to respond, 8 hours to resolve; Severity Level 3 - Disruptive 10 mins to acknowledge, 1 day to respond, 5 days to resolve; Severity Level 4- Minor 10 mins to acknowledge, 5 days to respond, 10 days to resolve
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 Civica Digital’s Service Delivery Manager (SDM) ensures support delivery against service levels defined within the Service Level Agreement (SLA) as follows:
Service Level 0: 1 week response intended for non-critical systems requiring a light support service. Typically under Call-off contracts
Service Level 1: 8 hour response intended for standard non-critical systems
Service Level 2: 4 hour response for semi-critical systems.
Service Level 3: 2 hour response for business critical systems
The SDM is supported by the Civica Digital Service Desk which provides support from 08.30 to 17.30 on UK working days.
The Service Desk responds to questions depending on the Severity Level of the call as follows; Severity Level 1 - Critical - The reported problem causes a halt to the Client’s core business processes and no workaround is available. Severity Level 2 - Severe - The reported problem causes degradation of the Client’s core business processes and no reasonable work-around exists. Severity Level 3 - Disruptive - The reported problem impacts the Client’s operational environment but does not affect core business processes. A work-around is available. Severity Level 4- Minor - A non-critical problem is causing some disruption but with little or no impact on the Client operation.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started During initiation the Civica Digital Delivery Manager (DM) assesses what help, support and training users require to start using the service. The DM works closely with the customer to agree an on-boarding plan that ensures users are ready to start using the service, typically priced from the SFIA rate card. The on-boarding plan may incorporate the following:
Support Documentation – availability and access to online user support documentation and resources.
Cloud Induction Training for system administrators and online product help. Provides the skills to run cloud services.
Cloud Standard Training in the core system for system champions and end users. Covers system administration, security and cloud service monitoring/managing.
Cloud Specialist Training – advanced training for system champions. This may involve Accredited Courses from Civica Digital Cloud delivery partners including Google, Amazon Web Services and Microsoft.
Cloud Training Packages, tailored package of training for specific business requirements for system administrators, business managers, and end users.
The Delivery Manager also facilitates skills transfer throughout the project and provides access to Civica Knowledge Sharing activities including supplier briefings, Webinars.
Service documentation No
End-of-contract data extraction Termination period depends on the payment model. When paying per user per month, customers may terminate their G-Cloud service with 30 days’ notice. When buying an enterprise licence, the minimum term is a year. Customers can terminate their service by contacting Civica Digital in writing.
Customers may request all associated data is extracted and provided securely to a destination of their choice (see pricing for charges associated with data extraction). If no data extraction is requested, then the associated data will be deleted within 5 working days of service termination. The three step off-boarding process is: 1. Termination Notification – one month termination notice sent; 2. Data Extraction – Optimal Data Extraction for Test Migration; 3. Service Termination – All Data Wiped.
End-of-contract process For monthly contracts, Civica Digital require 30 days’ notice to terminate a G-Cloud service. When buying an enterprise annual licence, the minimum term is a year and 3 months’ written notice must be provided. At the end of the contract, the service will be turned off unless the customer decides to extract their data as per the extraction process detailed above. Customers will be credited for any amount that has been paid beyond the termination date once the service has been terminated subject to minimum terms.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Civica Digital Services recognise that digital services are accessed “anytime, anywhere, any device”. Therefore, Civica Digital have utilised a responsive design approach to ensure a common user experience that is browser based and platform independent. The interface is optimised to run on either a mobile device or tablet depending on the size of the screen with certain elements, like menus, collapsing to take up minimal screen space as the available space reduces.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Civica Digital utilises market leading software and technologies to deliver digital services that can be accessed, without barriers, by all. Civica Digital utilise technologies that meet accessibility laws and standards. Microsoft Cloud platforms (Office 365 & Dynamics 365) are designed to the requirements of EN 301 549 and WCAG 2.0 AA. Our service interfaces are designed to enable people with limited vision, hearing, speech, mobility, and learning abilities to access, communicate and collaborate. We utilise technologies that enhance the usability by incorporating assistive technologies, ease of access settings, and a range of input devices. We continually review these based on insights from Civica Digital technology partner testing and research studies and customer feedback. We also offer built-in settings to enhance reading and writing experiences.
API Yes
What users can and can't do using the API The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources. (Further details can be found here -https://msdn.microsoft.com/en-gb/library/mt593051.aspx). The web API is part of the Dynamics 365 Software Development Kit (SDK). The SDK contains a wealth of resources, including code samples, which are designed allow powerful vertical applications to be built using the Microsoft Dynamics 365 platform. It is a guide for developers writing solutions, server-side code, client applications and extensions, custom business logic, plug-ins, integration modules and custom workflow modules.

As a secure platform consideration will need to each and every integration with the system.
API documentation Yes
API documentation formats HTML
API sandbox or test environment No
Customisation available Yes
Description of customisation The services and solutions that we provide within Dynamics 365 provide our clients with significant flexibility for customisation and configuration. Dynamics 365 is one of the most extensible platforms available, enabling users with sufficient permissions the ability to have a bespoke customised experience across different sections of the tenancy. Configuration can easily be applied directly within Dynamics 365’s user interface. More involved customisation is typically undertaken via use of Dynamics 365’s APIs. This empowers users with the ability to introduce customisation that allow different types of content to be viewed, created, edited or even deleted. Permissions can be set to ensure that only required users have the ability to apply customisation.

Scaling

Scaling
Independence of resources Microsoft make significant investment into the Dynamics 365 platform to ensure optimised performance. They additionally provide extensive support services, which help to ensure that performance issues with your tenancy are minimised. Microsoft monitor usage, demand and activity, and automatically maintain optimal infrastructure to meet each client’s specific needs – as such, as user place demand on services, Microsoft ensure that other users are not affected. Detailed guidance about performance tuning are available online, which help to ensure that your tenancy is configured to meet your organisations specific needs.

Analytics

Analytics
Service usage metrics Yes
Metrics types The Dynamics 365 platform provides a highly stable cloud environment, with a variety of different service analytics. One such report is Microsoft’s Dynamics 365 Service Health website, which provides real-time metrics around service performance. Each tenancy’s Admin Center provides a range of metrics within the Service Health Center, which detail current incidents and advisories affecting different services. Additional, the Admin Center provides reports on tenancy usage and security/compliance.
Reporting types Real-time dashboards

Resellers

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

Staff security

Staff security
Staff security clearance Other security clearance
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
  • European Economic Area (EEA)
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
  • Encryption of all physical media
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 There are a large number of different export paths provided within Dynamics 365; these depend upon the nature of the data that users wish to export. There are also a large range of 3rd party tools which enable bulk import and export, which make the process of overseeing large-scale data export far simpler.
Data export formats
  • CSV
  • Other
Data import formats
  • CSV
  • Other

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability The Microsoft Dynamics CRM 365 IL3/Official Assured platform is delivered upon the UKCloud cloud platform. The guaranteed availability is 99.9% based on 24 x 7 availability. Civica Digital’s service desk is available 09:00am – 5:30pm UK Working Days. If you would like service levels to apply outside of normal service hours, then please contact us with your requirements. Civica Digital will act as the customer’s agent to liaise with UKCloud to resolve issues. UKCloud pay service credits directly if the cloud platform does not meet pre-defined service levels. Civica Digital will pass onto the customer any service credits received from UKCloud.
Approach to resilience The service is deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). The platform has been configured to make use of the available resiliency within the cloud platform.
Outage reporting All outages will be reported via the Service Desk and e-mail alerts to designated technical contacts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels Support is provided by bastion hosts. These are on dedicated VPNs connected to the environment at UKCloud. Certain individuals who have the appropriate security clearance have the physical access to the machines and are allocated a login to access the system. All support is performed from the UK.
Access restriction testing frequency At least once a year
Management access 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 1 month and 6 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for Between 1 month and 6 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 Alcumus ISOQAR Ltd
ISO/IEC 27001 accreditation date 4th May 2016
What the ISO/IEC 27001 doesn’t cover Civica Digital's ISO27001 certificate covers the full breadth of services that we deliver. The certificate does not extend to the inner workings of the Microsoft Data Centres but these are covered by Microsoft's ISO27001 certificate.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations Cyber Essentials Plus

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Civica Digital are fully ISO27001 accredited and are used to working on ultra-secure systems for the Government. Microsoft, the providers of the Dynamics 365 platform, are also ISO27001 accredited. Civica Digital’s ISO27001 implementation covers the full spectrum of services we provide including the implementation of secure systems and the ongoing support of services including those on cloud platforms. Civica Digital’s policies ensure that there is representation all the way up to board level and each division has appointed information security officers who report to the representative on the board.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Civica Digital use a documented configuration and change management policy which is part of our ISO9001 and ISO27001 management systems. This is underpinned by the UKCloud documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard. A robust, established process for the formal submission of change requests is mandated prior to review and approval of the daily Change Advisory Board, which is attended by a quorum of operational and technical management personnel.
Vulnerability management type Supplier-defined controls
Vulnerability management approach The service is built upon UKCloud's platform, UKCloud has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of UKCloud’s asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Following best practice from the National Cyber Security Centre, UKCloud protects both its Assured and Elevated platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. Our approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the UKCloud NOC for prompt investigation.
Incident management type Supplier-defined controls
Incident management approach Civica Digital will provide service desk support to a designated customer administrator or IT Help Desk. End users of the service experiencing service issues contact their designated administrator or help desk who will then raise an incident either by phone, e-mail or online ticket. The incident will be managed by the service desk team who will assign a priority depending on severity. The engineers will then work to resolve the incidents and any underlying problems if present. Work is overseen by the Service Delivery Manager who works with the customer and will produce monthly incident management reports.

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 £43 to £128 per user per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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