Redspire Ltd

Dynamics 365 for Customer Service

Microsoft Dynamics 365 for Customer Service is the recommended choice for your customer support teams. It provides users with access to core customer service capabilities including case management, Interactive_Service_Hub, Unified_Service_Desk, SLAs and Entitlements. Each Dynamics 365 Customer_Service_User SL includes rights to Microsoft_Social_Engagement, Voice_of_the_Customer, Mobile_ Offline_Sync, Gamification and Microsoft PowerApps.


  • Case Management
  • Contract Templates
  • Contracts
  • SLA Policies
  • Facilities/Equipment
  • Define and configure services, resources and work hours
  • Unified Service Desk
  • Microsoft Social Engagement
  • Dynamics 365 Mobile Client


  • Personalised citizen service via any channel
  • Enables relevant, personalised help processes
  • Provides the ability to track social sentiment and intent
  • Transparency of case history, preferences and feedback
  • Single interface tailored to job role means simplified use
  • Fast access to information through single knowledge base


£6.00 to £86.70 per licence per month

Service documents


G-Cloud 11

Service ID

6 2 1 4 1 6 5 6 8 6 9 6 8 8 6


Redspire Ltd

Billy Lyle


Service scope

Software add-on or extension
What software services is the service an extension to
Microsoft Dynamics 365 CRM/CE
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Full details of the Microsoft Dynamics 365 service can be found here - and
System requirements
  • Minimum: 2.9GHz x86- or x64-bit dual core processor
  • Recommended: 3.3GHz 64-bit dual core processor
  • Memory: Minimum: 2-GB RAM
  • Memory: Recommended: 4-GB RAM or more
  • Display Minimum: Super VGA with a resolution of 1024x768

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
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
Onsite support
Yes, at extra cost
Support levels
Redspire provide 2nd and 3rd line support for Microsoft Dynamics 365 CRM with either super users or IT departments trained to a suitable level to undertake 1st level support within the client.

2nd line support
Resource available in the Redspire offices during working hours Monday to Friday 9am to 5:30pm (excluding Bank Holidays)
Resources available outside of standard hours with bespoke support packages up to and including 24/7
Dedicated support telephone number
Dedicated support email address
Dedicated support portal
In working hours triage into support cases raised
Raising cases with Microsoft support where appropriate
Escalating to 3rd line support where appropriate
Investigations and fixes into configuration of the system or users that cannot be resolved by

3rd line support
Resource available in the Redspire offices during working hours Monday to Friday 9am to 5:30pm (excluding Bank Holidays)
In working hours triage into support cases raised by 2nd line support
Raising cases with Microsoft support where appropriate
Investigation into complex issues
Resolve complex issues
Define if there is a problem
Raise problems
Support available to third parties

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
Documentation formats
  • HTML
  • Other
Other documentation formats
  • Ebooks
  • Raining videos
  • E-Learning
End-of-contract data extraction
At any point users can export data from Microsoft Dynamics 365. This can be done using the Software Development Kit (SDK) or manually export data using the data export functionally built into the system.
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
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
Available on the following mobile operating systems:

Android, iOS, Linux or Unix, MacOS, Windows

On the latest version of Microsoft Dynamics 365 CE/CRM the Unified Interface ensures a comparable level of functionality and usability across all supported formats
Service interface
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
What users can and can't do using the API
Please see the below link for a full guide to all of the API functionality and how to access and use it:
API documentation
API documentation formats
  • HTML
  • Other
API sandbox or test environment
Customisation available
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).


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.


Service usage metrics
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
  • Reports on request


Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft Dynamics 365 CRM/CE

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
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
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
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
  • CSV
  • Other
Other data export formats
  • XMLSpreadsheet
  • XLSX
  • TXT
Data import formats
  • CSV
  • Other
Other data import formats
  • XML Spreadsheet
  • TXT
  • XLSX
  • Various formats using the APIs or SDK.

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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network

Availability and resilience

Guaranteed availability
Please the link below:
Approach to resilience
Outage reporting
Via the service status portal, Email, Alerts or Mobile Application

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication
Dynamics 365 uses Azure Active Directory for authentication. Azure Active Directory is a comprehensive identity and access management cloud solution that provides a robust set of capabilities to manage users and groups. It helps secure access to on-premises and cloud
applications, including other Microsoft online services like Office 365 and many non-Microsoft SaaS applications. The customer can enable multi-factor authentication on their AAD tenant.
For details on the Dynamics 365 security architecture:
Access restrictions in management interfaces and support channels
R o l e - b a s e d   a c c e s s   c o n t r o l   ( R B A C ) 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.
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
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Statement of applicabilty for ISO 27001 for Dynamics 365:
ISO 28000:2007 certification
CSA STAR certification
CSA STAR accreditation date
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Service scope for CSA STAR Certificate is decribed in  this document:
PCI certification
Other security certifications
Any other security certifications
  • EU-Model-Clauses
  • EU-U.S. Privacy Shield,
  • GDPR,
  • FIPS 140-2,
  • EN 301 549 (EU),
  • G-Cloud (United Kingdom Government-Cloud),
  • MCTS (Multi-Tier Cloud Security Standard),
  • ISO 27018
  • IRAP

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Information security policies and processes

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
The operational change control procedure considers the following actions:
• The identification and documentation of the planned change.
• An assessment of possible change impact.
• Change testing in an 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 such changes.
•Formal approval procedure for proposed changes.
•Communication of change details to all relevant persons.
•Fallback procedures, including aborting and recovering from unsuccessful changes and unforeseen events.
•Validation and acceptance of each change by the engineering teams.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
1.Identification– System and security alerts collected, correlated, and analysed. The incident is assigned a severity classification and escalated appropriately
2.Containment– The priority is to ensure the incident is contained and data is safe. The escalation team forms the response, performs appropriate testing, and implements changes.
3.Eradication– After containment the team fix damage caused by the breach and identifies the root cause of the security breach. Reports issued to product engineering.
4.Recovery– During recovery, software or configuration updates are applied to the system
5.Lessons Learned Analysis to ensure the appropriate mitigations are applied to protect in future
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Azure offers built in advanced threat detection functionality through services such as Azure Active Directory (Azure AD), Azure Monitor logs, and Azure Security Center. This collection of security services and capabilities provides a simple and fast way to understand what is happening within your Azure deployments.
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

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


£6.00 to £86.70 per licence per month
Discount for educational organisations
Free trial available
Description of free trial
All functionality and up to 25 licenses are available for the length of the trial which is 30 days
Link to free trial

Service documents

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