Arkadin

Microsoft Teams Managed Service provided by Arkadin

Managed Services for Teams is designed to help the customer achieve full business value from their investment in Microsoft Teams on Office 365. Arkadin’s service supports the customer in the day-to-day support of Teams, providing a Service Desk that can manage incidents and perform administration tasks, 24 x 7.

Features

  • 24/7 Service Desk for Microsoft Teams
  • Incident Management for Microsoft Teams
  • Request Management for Microsoft Teams
  • Administration Support for Microsoft Teams
  • Adoption Dashboard for Microsoft Teams
  • Service Reviews
  • Voice Quality Analysis
  • Service Level Targets
  • Troubleshooting of complex voice issues
  • Management of cases with Microsoft

Benefits

  • Fixed, predictable monthly cost
  • Fast access to Microsoft Expertise
  • Dashboards that drive cloud adoption
  • Customers can speak to support operatives directly
  • Quality of Experience for Cloud Voice
  • Support available 24 / 7

Pricing

£2.90 to £5.13 per user per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

492864926038649

Arkadin

Chris Gladwin

+44 (0)7738349781

C.Gladwin@arkadin.com

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Microsoft Skype for Business Managed Service
Cloud deployment model Public cloud
Service constraints No
System requirements
  • Customers must have appropriate Microsoft Licenses for Office 365
  • Customers must have Internet Access
  • Customers must have a Service Desk

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 1 hour including weekends
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support No
Support levels We have 3 types of support:
1. Teams Collaboration Users: Includes support for Chat, Meetings, Audioconferencing, Team Sites, and Channels: £3.57 per user per month.
2. Teams Voice & Collaboration Users: Includes support for Telephony, via Arkadin Calling Plans, Direct Routing or Microsoft Calling Plans, Voice Quality of Experience, Chat, Meetings, Audioconferencing, Team Sites, and Channels: £5.13 per user per month
3. Teams Voice Only Users: Includes support for Telephony, via Arkadin Calling Plans, Direct Routing or Microsoft Calling Plans, and Voice Quality of Experience. £2.90 per user per month
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide a range of optional training and organisational change management services.
Service documentation Yes
Documentation formats Other
Other documentation formats Microsoft Office
End-of-contract data extraction Customer will continue to have full management rights to Microsoft Teams as long as they continue to have appropriate licenses and can extract data as per the available functionality provided by Microsoft.
End-of-contract process Management of the Teams Tenant to be handed back to the customer and all Arkadin RBAC rights are revoked by the customer. No additional costs apply.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Differences are limited to the features of the Microsoft teams App. Service Support is the same.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing Tested by Microsoft https://blogs.msdn.microsoft.com/accessibility/2017/02/20/supporting-enterprise-and-government-customers-with-accessibility-standards-conformance-testing-for-microsoft-products/
API Yes
What users can and can't do using the API You can create web sites, services, and native platform applications that run outside the Microsoft Teams user experience, and call the Teams API to automate Teams scenarios.
API documentation No
API sandbox or test environment No
Customisation available No

Scaling

Scaling
Independence of resources We operate to SLAs on response time. We therefore regularly review our resourcing capacity to ensure that we are adequately staffed to meet increasing demand.

Analytics

Analytics
Service usage metrics Yes
Metrics types We provide a wide range of metrics including:
adoption statistics, usage volumes and usage analytics - e.g. numbers of meetings, calls, teams, conversations, etc. We also provide call quality analytics, e.g. numbers of poor quality calls.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

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

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
Datacentre security standards Managed by a third party
Penetration testing frequency At least every 6 months
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 Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Using any native Microsoft data export features available with Office 365 and Teams.
Data export formats Other
Other data export formats Not applicable to the service being proposed
Data import formats Other
Other data import formats Not applicable to the service being proposed

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability 99.9% availability. Service credits apply when SLA is not achieved.
Approach to resilience Microsoft Teams is hosted on Microsoft's Azure Platform which is highly available .
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Managed list of authorised administrators is maintained. Strict RBAC model is followed for access to interfaces and support channels.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • 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 User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

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

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes In addition to the Security policies and processes we have policies for Risk Management, Personnel, Assets , Screening, IT, Risk Evaluation, Security Incidents, Forensics

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All configuration items are recorded in a CMDB. All changes are processed via full change control process which includes a security impact evaluation.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We have several management processes including pen tests, review of all critical and security patches issued by vendors and reviews of potential threats. An assessment is made and action taken in line with the threat level. Patches may be deployed on same day if appropriate.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We deploy a range of best-in-class industry tooling to monitor the estate for potential compromises, whether that be availability or security compromises.
Incident management type Supplier-defined controls
Incident management approach Predefined set of processes for incident management built on ITIL principles. A published set of priority levels and SLAs. Users report incidents either by telephone or online portal or email. Incident reports are issued by email or telephone as per a pre-agreed arrangement with the customer.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £2.90 to £5.13 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We provide trials of the service, for a limited time period, agreed with the customer. Trials are not Free. The trial typically includes all features of the service.

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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