COLWYN TECHNOLOGIES LIMITED

Dynamics 365 Commerce

Seamless shopping experience through digital, in-store and back office operations

Features

• Planning and merchandising
• Instore, call centre and ecommerce platforms / software
• Store operation management
• Omni-channel commerce platform
• Integrates into Supply Chain management and Finance
• Online Fraud Protection

Benefits

• Create immersive shopping experiences across channels
• Provide exceptional service
• Optimise retail operations with data-driven insights

£81.40 to £135.70 a licence a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at kevin.evans@colwyn.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

545613877233274

Contact

Kevin Evans
01248 675808
kevin.evans@colwyn.tech

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Full details of the Microsoft Dynamics 365 service can be found here - https://www.microsoft.com/en-gb/download/details.aspx?id=30185 and https://docs.microsoft.com/en-gb/dynamics365/#pivot=main&panel=apps; ; https://docs.microsoft.com/en-us/dynamics365/unified-operations/fin-and-ops/get-started/system-requirements
• System requirements:
  • Minimum: 2.9GHz x86- or x64-bit dual-core-processor with SSE2 instruction
  • Recommended: 3.3GHz 64-bit dual core processor with SSE2 instruction set
  • 3 MB or more L3 cache
  • Minimum: 2-GB RAM
  • Recommended: 4-GB RAM or more
  • Minimum: Super VGA with a resolution of 1024 x 768
  • Recommended: Super VGA with a resolution of 1024 x 768

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1: Critical - Response Time: 2hr ; P2: Major - Response Time: 4hr ; P3: Important - Response Time: 8hr ; P4: Minor - Response Time: Varies on request
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Chat window provided by 3rd party "liveperson" subject to their accessibility
• Onsite support: Yes, at extra cost
• Support levels: Technical support options come in various costs and benefits, depending on the needs of the customer. Further details regarding the support plans can be found here - http://www.microsoft.com/en-us/dynamics365/support
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Microsoft Dynamics 365 makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 Service. Within the Administration Portal, there are links to many of the resources available, including:; ; Help articles for users and administrators who need to manage Microsoft Dynamics 365.; ; 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.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At any point user can export data from Microsoft Dynamics 365. This use the Software Development Kit (SDK), manually export data using the data export functionally.
• End-of-contract process: No more than 180 days after expiration or termination of Customer’s use of an Online Service, Microsoft will disable the account and delete Customer Data from the account. ; ; Transfer of Customer Data. Unless Customer has opted out of the Standard Contractual Clauses, all transfers of Customer Data out of the European Union, European Economic Area, and Switzerland shall be governed by the Standard Contractual Clauses. Microsoft will abide by the requirements of European Economic Area and Swiss data protection law regarding the collection, use, transfer, retention, and other processing of personal data from the European Economic Area and Switzerland.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Allows access and functionality to be provided via a mobile device, web browser or mobile application. Only requires configuration to be carried once regardless of how the solution is accessed.; Someone that is using a Dynamics App (for example, Customer Service or Sales) will have the same experience on a mobile device or on a web browser on the computer or directly inside Outlook client. ; In fact, the liquid layout scales to optimize the viewing experience, adjusting for various screen shapes and resolutions. This experience adds flexibility in how the employees access their Dynamics data on the go.
• Service interface: Yes
• Description of service interface: 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.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Please see https://docs.microsoft.com/en-us/dynamics365/get-started/accessibility/
• API: Yes
• What users can and can't do using the API: Please see https://docs.microsoft.com/en-us/dynamics365/customer-engagement/web-api/about?view=dynamics-ce-odata-9
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Microsoft Dynamics 365 is a highly customisable and flexible business application. The bulk of the customisations can be carried out without requiring custom development. This includes amending and creating new entities, forms, view and workflow processes. For cases that do require custom development, Microsoft provides a software developer kit (SDK).

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 multitenant environments.

Analytics

• Service usage metrics: Yes
• Metrics types: Organization Insights provides quick view of key Dynamics 365 metrics such as the number of active users and page requests. The Dynamics 365 Administration Portal provides an overview of each instances 'service health' including service degradation and storage capacity.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: The data within the Dynamics 365 system is encrypted using a PFX or BYOK encryption key. All ; instances of Dynamics 365 use Microsoft SQL Server Transparent Data Encryption (TDE) ; to perform real-time encryption of data when written to disk, also known as encryption at rest.
• 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: Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the data export service.
• Data export formats: Other
• Other data export formats:
  • Using web service APIs documented on Dynamics 365 SDK
  • Files in XML Spreadsheet, TXT, CSV, XLSX
• Data import formats:
  • CSV
  • ODF

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: Please see https://docs.microsoft.com/en-us/azure/security/azure-network-security
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: https://docs.microsoft.com/en-us/azure/best-practices-network-security

Availability and resilience

• Guaranteed availability: http://www.microsoftvolumelicensing.com/Downloader.aspx?documenttype=OST&lang=English
• Approach to resilience: https://docs.microsoft.com/en-us/azure/architecture/resiliency/disaster-recovery-azure-applications
• Outage reporting: Via the service status portal, Email, Alerts or Mobile Application

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: For details on the Dynamics 365 security architecture:; https://docs.microsoft.com/en-us/dynamics365/unified-operations/dev-itpro/sysadmin/security-architecture.; For details on the Dynamics 365 RBAC (Role based access controls): ; https://docs.microsoft.com/en-us/dynamics365/unified-operations/dev-itpro/sysadmin/role-based-security.
• Access restrictions in management interfaces and support channels: Role-based access co n t r o l (RBAC) enables you to grant access based on the user’s assigned role, making it easy to give users only the amount of access they need to perform their job duties. You can customize RBAC per your organization’s business model and risk tolerance.; ; https://docs.microsoft.com/en-us/dynamics365/unified-operations/dev-itpro/sysadmin/role-based-security; ; https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/security-dev/how-role-based-security-control-access-entities
• 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: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 27/12/2018
• What the ISO/IEC 27001 doesn’t cover: Statement of applicability for ISO 27001 for Dynamics 365: https://servicetrust.microsoft.com/ViewPage/MSComplianceGuide?command=Download&downloadType=Document&downloadId=d383c8df-1387-4a08-8604-b3e8aa647206&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 29/09/2016
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Service scope for CSA STAR Certificate is described in this document: https://servicetrust.microsoft.com/ViewPage/MSComplianceGuide?command=Download&downloadType=Document&downloadId=6d07d7e3-da62-4153-a91c-14d259dac9f1&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports
• PCI certification: No
• Other security certifications: Yes
• Any other security certifications:
  • EU-Model-Clauses
  • EU-U.S. Privacy Shield
  • GDPR, FIPS 140-2
  • HIPAA/HITECH, EN 301 549 (EU)
  • G-Cloud (United Kingdom Government-Cloud)
  • MCTS (Multi-Tier Cloud Security Standard)
  • LOPD (Spanish Law on the Protection of Personal Data)
  • ENS, ISO 27001, ISO 27018
  • IRAP, PCI DSS v3.2.1, SOC 1, SOC 2

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: https://www.microsoft.com/en-us/trustcenter/compliance/complianceofferings?product=Dynamics365; https://www.microsoft.com/en-us/trustcenter
• Information security policies and processes: https://download.microsoft.com/download/6/D/F/6DFD7614-BBCF-4572-A871-E446B8CF5D79/MSFT_cloud_architecture_security.pdf; http://download.microsoft.com/download/C/E/3/CE357CE2-3A98-4493-BAEB-CEB13F333302/Cloud_App_Security_datasheet.pdf; https://www.microsoft.com/en-us/enterprise-mobility-security/cloud-app-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: Identification and documentation of planned change. ; An assessment process of possible change impact. ; Change testing in approved non-production environment. ; Change communication plan. ; Change management approval process. ; Identification and recording of significant changes. ; Planning and testing of changes. ; Assessment of the potential impacts, including security impacts, of changes. ; Formal approval procedure for proposed changes. ; Communication of change details to relevant persons. ; Fallback procedures, including procedures and responsibilities for aborting and recovering from unsuccessful changes and unforeseen events. ; Validation and acceptance of each change by engineering teams. ; Ticketing system for incidents and requests and a change management system for all system changes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Dynamics 365 Incident Response process follows five phases. ; 1. Identification – System and security alerts may be harvested, correlated, and analyzed.; 2. Containment – The escalation team evaluates the scope and impact of an incident. ; 3. Eradication – the escalation team moves toward eradicating any damage caused by the security breach and identifies the root cause.; 4. Recovery – During recovery, software or configuration updates are applied to the system and services are returned to a full working capacity. ; 5. Lessons Learned – Each security incident is analyzed to ensure the appropriate mitigations are applied to protect against future reoccurrence.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: https://docs.microsoft.com/en-us/azure/security/azure-threat-detection
• 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: https://www.microsoft.com/en-us/download/confirmation.aspx?id=55110

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

• Connection to public sector networks: No

Pricing

• Price: £81.40 to £135.70 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: https://trials.dynamics.com/

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at kevin.evans@colwyn.tech. Tell them what format you need. It will help if you say what assistive technology you use.