Tisski Limited

Microsoft Dynamics 365 License Management Services

Dynamics 365 is the market-leading cloud software offering from Microsoft which unifies Dynamics CRM and NAV (ERP) capabilities into seamless applications that fit together to form an end-to-end business package.

This service provides license management services for Microsoft Dynamics 365; Microsoft Dynamics 365 Consultancy and Microsoft Dynamics 365 licensing.

Features

  • Customer Relationship Management (CRM) with Dynamics 365
  • Enterprise Resource Management (ERP) with Dynamics 365
  • Dynamics 365 for Sales Licensing, Consultancy, Implementation and Support
  • Dynamics 365 Licensing, Consultancy, Implementation and Support
  • Dynamics 365 for Field Service Licensing, Consultancy, Implementation and Support
  • Dynamics 365 for Operations Licensing, Consultancy, Implementation and Support
  • Dynamics 365 for Customer Engagement Licensing, Consultancy, Implementation and Support
  • Dynamics 365 CRM Licensing, Consultancy, Implementation and Support
  • Dynamics 365 for Service Licensing, Consultancy, Implementation and Support
  • Dynamics 365 Marketing Automation Licensing, Consultancy, Implementation and Support

Benefits

  • Start with what you need and grow over time
  • Dynamics CRM provides rich and insightful customer data
  • Monthly Dynamics licensing subscription provides flexibility over usage and cost
  • Raise productivity through insight, rapidly improving decision-making
  • Secure, cloud-based service with robust access management controls
  • Microsoft Dynamics 365 experts for sales, customer engagement, marketing automation
  • Microsoft Dynamics 365 licensing, consultancy and technical support excellence
  • Microsoft Dynamics 365 experts for field service, finance and operations
  • Ability to plugin additional services, like Click Dimensions marketing services
  • Market-leading expertise from a Microsoft Dynamics 365 Gold Partner

Pricing

£6 per user per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

538884840382322

Tisski Limited

Anna Assassa

02477 712050

anna.assassa@tisski.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No
System requirements
  • Internet Explorer, Edge, Mozilla Firefox, Google Chrome or Apple Safari
  • Office Integration requires Office 365, 2016, 2013 or 2010

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Bronze Support: (09:00 – 17:00 Monday – Friday excluding UK public holidays & weekends) • P1: 2-hour response; 8-hour resolution • P2: 8-hour response; 16-hour resolution • P3: 24-hour response; 40-hour resolution • P4: 40-hour response; 80-hour resolution. Silver Support (08:30 – 17:30 Monday – Friday excluding UK public holidays & weekends) • P1: 1-hour response; 4-hour resolution • P2: 4-hour response; 8-hour resolution • P3: 8-hour response; 24-hour resolution • P4: 24-hour response; 40-hour resolution.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AAA
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 Bronze Support: (09:00 – 17:00 Monday – Friday excluding UK public holidays & weekends) • P1: 2-hours response; 8-hours resolution • P2: 8-hours response; 16-hours resolution • P3: 24-hours response; 40-hours resolution • P4: 40-hours response; 80-hours resolution. Silver Support (08:30 – 17:30 Monday – Friday excluding UK public holidays & weekends) • P1: 1-hour response; 4-hours resolution • P2: 4-hour response; 9-hours resolution • P3: 8-hours response; 27-hours resolution • P4: 27-hour response; 45-hours resolution. Gold • Bespoke packages available upon request. Tisski uses ITIL v3 framework for service operations, implementing a robust incident management process, covering the receipt, triage, assignment, investigation and resolution of incidents, as well as the identification and recording of known issues and fixes. A clear escalation process is in place, incorporating the Service Desk Manager, your nominated Account Manager/ Service Manager and Operations Director. KPIs are in place to monitor performance against SLAs as well as other key success factors for the support function. These KPIs include: • Customer incident rate • SLA success rate • First-time fix rate • Issues requiring escalation. Hours = working hours. Costs are dependent upon the application version, number of users and integration points/complexity of the technical solution.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We tailor on-boarding services based on client requirements, but these are typically aligned to ITIL v3 transition guidelines. This can be either tailored or provided using our standard, predefined service.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction We agree exit terms and processes at the time of contracting. The exact format turnaround and processes related to data extraction is determined at this point.
End-of-contract process End of contract scenarios are agreed in advance and either tailored to client requirements or we can provide a standard, predefined solution, based on ITIL v3 processes and guidelines.

Additional costs are determined on a case by case basis, dependent on size and complexities of activities.

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 No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service There is parity of functionality and service between mobile and desktop, each tailored to the form factor in order to provide a responsive user interface.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing Jaws has been used to test Dynamics 365 using the unified service desk.
Visit https://www.microsoft.com/en-us/accessibility/ for accessibility information.
API Yes
What users can and can't do using the API There are many extensibility points within our services allowing customisations including user interface, data storage, reporting, work flow, authentication authorisation, line of business integration, customise portals and integration with custom mobile applications.
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation There are many extensibility points within our services allowing customisations including user interface, data storage, reporting, work flow, authentication authorisation, line of business integration, customise portals and integration with custom mobile applications.

Scaling

Scaling
Independence of resources We leverage Microsoft Online Services which in turn utilises various Cloud Scale techniques and technologies, to ensure multi-tenant services are not affected in terms of peak usage. More information on request.

Analytics

Analytics
Service usage metrics Yes
Metrics types Many metrics are available including user logins, transactions, storage etc. Reported metrics are agreed on a contract by contract basis.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

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 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 every 6 months
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
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 Users can extract data using various techniques including integration with Office clients and various integration technologies.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • Excel
  • ODBC
  • ODATA
  • Original Document Format as uploaded
Data import formats
  • CSV
  • Other
Other data import formats
  • Excel
  • SQL
  • Access
  • ODATA

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability Monthly Service Level -
1. The Service Level is 99.9%.
2. The Monthly Uptime Percentage is calculated for a given calendar month using the following formula:

Monthly Uptime Percentage =
Total number of minutes
in a given calendar month minus Total number of minutes of Downtime in a given calendar month.

More information available on request.
Approach to resilience Datacenters implement numerous techniques and technologies to achieve resilience including significant power, hardware, data and network redundancy. Detailed information is available upon request.
Outage reporting Outages can be communicated by multiple methods including Dashboards, accessible via APIs, email alerts and via phone.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Our solutions implement role based access control, determined by the customer on a case by case basis.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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 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 Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 26/02/2018
What the ISO/IEC 27001 doesn’t cover This certification was obtained by Microsoft for the Dynamics 365 service. Further details can be obtained here: https://www.microsoft.com/en-us/trustcenter/compliance/iso-iec-27001
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 29/09/2016
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover N/a
PCI certification Yes
Who accredited the PCI DSS certification Qualified Security Assessor (QSA)
PCI DSS accreditation date 07/03/2018
What the PCI DSS doesn’t cover Azure complies with Payment Card Industry Data Security Standards Level 1 version 3.2
Other security certifications Yes
Any other security certifications ISO/IEC 27018:2014 Management system for the protection of PII

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach We work to industry and specifically Microsoft standards for all security related standards. Our solutions leverage Microsoft Cloud Services which in term comply to ISO/IEC 27001 and CSA CCM v3.0
Information security policies and processes We have a Information Security Policy which is available on request. We have rigorous induction and training methods which ensure policies are followed. Reporting Structure is also available on request.

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 We strictly align our configuration and change management processes, including component life cycle tracking and security impact assessments, according to the ITIL v3 Framework Guidelines.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Potential threats are monitored through multiple sources, including external repositories and vendor feeds proactively according to internally defined processes. Assessment of patches, hot fixes, updates and associated deployment guidelines are dictated by severity, client requirements and/ or vendor recommendations.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach We use various tools, technologies and techniques in order to identify potential compromises and respond on a case by case basis, based on the nature, complexity and severity. We offer various levels of response times, depending on Service Level Agreements. Further information is available upon request.
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 Incident reporting frequency and format is agreed with the customer on a case by case basis. Users can report incidents via multiple channels including telephony, dashboards and email. We have predefined processes for common events and leverage the guidelines defined by the ITIL v3 Framework.

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 £6 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial 30 days free trial including:
- Contextual in-app trial guidance tailored to your role
- Scenarios available for sales, service, or full-functionality
- Videos, articles, and guided tasks are served up contextually to help you explore
- Includes an instance of Microsoft Dynamics CRM Online and Office 365

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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