Microsoft Dynamics 365 Services

RSM provide project governance, assurance, advisory for projects. Support capabilities from our in house support desk. System selection services.

Microsoft Dynamics 365 business applications:
Finance & Operations (F&O),
Business Central,
Field Service,
Customer Engagement,
Customer Service & Project

PowerBI, Power Automate & Power Apps


  • Intelligent suite of business applications to run your organisation
  • Range of applications that seamlessly work together
  • Provide a 360-degree view of your organisation
  • Real-time insights and reporting
  • Modern applications designed for ease of use
  • Unification with wider Microsoft ecosystem (Office365 & PowerPlatform)
  • Future proved applications. Two feature rich updates a year
  • Range of add-ons & connectors to market leading solutions


  • Project Governance for ongoing Dynamics 365 implementations
  • Assurance and advise on Dynamics 365 implementations
  • Support for the whole D365 application suite
  • System selection services
  • Technical knowledge to integrate into D365
  • Knowledgeable team to help embed D365 into your organisation
  • Fully integrated with Office 365, Outlook, SharePoint
  • Data Analysis services to design data flow and reporting road-map
  • Technical team to advise on IT, D365 & Office365 security


£6 to £91.32 a person a month

  • Education pricing available

Service documents


G-Cloud 12

Service ID

6 2 5 9 6 8 8 1 4 0 7 3 6 3 2


RSM Kathryn Styler
Telephone: 0121 214 3100

Service scope

Software add-on or extension
What software services is the service an extension to
Microsoft Dynamics 365
Cloud deployment model
Public cloud
Service constraints
The Microsoft Dynamics 365 pre-requisites must be met including recent versions of the common browsers.
System requirements
  • Office 365 Account (can be created as part of service)
  • Browser including IE 10,11 Firefox, Chrome, Firefox, Safari
  • Office 2016, 2019 or Office 365 for Office integration

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Priority 1 - Critical system failure - response time is within 2 hours.
Priority 2 - Degraded service - response time is within 4 hours.
Priority 3 - Moderate issue - response time is within 8 hours.
Priority 4 - Low rated issue - response time is within 5 working days.

Out of hours including weekends can be provided with same or different response time subject to additional cost.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
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 A
Web chat accessibility testing
Use Microsoft Teams which uses live captions for end users.
Onsite support
Yes, at extra cost
Support levels
RSM's support Desk for Dynamics 365 covers break-fix, answering “how to” questions, and new product update release support.

Our Support services are available through an hourly consumption contract.

A Relationship Manager service to provides update reports and proactively works with you to maximise the use of the system & support team.

Support package includes:
Escalation point for ‘break/fix’ incidents – including liaising with Microsoft technical support engineers; Access to advice and problem resolution; Escalation point for ‘how to’ System/application questions; New product release notification (Microsoft release update cycle); Microsoft upgrades hand-holding; Escalation point to assist with environment management during update releases; System Administration of Dynamics 365 Users, Licence, Security and Environment Management; Wider access to experienced team of Technology, Reporting, Management Consulting and Dynamics professionals
Support available to third parties

Onboarding and offboarding

Getting started
A full range of services are provided by Microsoft and RSM for onboarding. From Microsoft there is a customer portal that provides access to extensive resources in a mix of media for setting up, training, administering and developing the Dynamics 365 solution. RSM will provide more specific and user role-oriented training and collateral suitable. Implementation of the Dynamics solution follows the recognised Microsoft Sure Step pathway through Analysis - Design - Development - Testing - Deployment.
Service documentation
Documentation formats
  • PDF
  • Other
Other documentation formats
  • DOCX
  • XLSX
  • CSV
End-of-contract data extraction
Data export facilities are provided for users to extract data at any time. Microsoft provide a grace period to allow access data after termination. RSM work with customers to create an agreed plan and approach to assist with obtaining data as required.
End-of-contract process
At the end of the contractual period the customer can continue to subscribe to Microsoft licences either directly with Microsoft or through another provider and retain use of the solution or extract their data and cease using the system altogether.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
Users can access Dynamics 365 through their mobile / tablet browser or through the Dynamics mobile app. Form design renders to a pleasing mobile app UI for mobile user environments although data is still sourced from the single data service.
Service interface
What users can and can't do using the API
Microsoft Dynamics 365 Business Central supports two types of web services: SOAP and OData. Web services are a lightweight, industry-standard way to make application functionality available to a variety of external systems and users. Web services can expose pages, codeunits, or queries. Whereas SOAP web services expose a WSDL document, OData web services expose an EDMX document containing metadata for all published web services.
API documentation
API documentation formats
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
Users able to create and customise entities, forms, fields, views and layouts; create business and system processes.


Independence of resources
Microsoft operate a global network of data centres including in the UK and capacity is maintained and benchmarked for Dynamics, Azure Services and Office.


Service usage metrics
Metrics types
Metrics are available to show user logins, transactions and storage usage.
Reporting types
  • Real-time dashboards
  • Regular reports


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

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
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 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
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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 to a number of document formats and can be edited and re-imported if required. Excel Add-ins are available to simplify the process.
Data export formats
  • CSV
  • Other
Other data export formats
  • XLSX
  • XML
Data import formats
  • CSV
  • Other
Other data import formats
  • XLSX
  • XML

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Service level is 99.9% uptime with a credit available of 25% if this falls below 99.9%, 50% if it falls below 99% and 100% if service availability falls below 95% relevant to that particular months subscription fee.
Approach to resilience
A detailed examination of data services and application development lifecycle are available at Microsoft's Trust website Microsoft build trusted cloud on the four principles of Security, privacy, compliance and transparency. This party audits include SOC1 Type 2 reports, ISO/IEC 27001 and 27018, security assessments for penetration testing.
Outage reporting
System administrators are notified by email and the 365 portal updates a running notification, the Organisational Insights Dashboard will update and Yammer and social media may also be used.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication
Multi-Factor Authentication requires use of multiple methods to access the cloud. Providing strong authentication with a range of verification options, while accommodating a simple sign-in process. It provides user-friendly experience that works with Microsoft Azure Active Directory and Microsoft accounts and includes support for wearables/fingerprint-based approvals. Password enforcement increases security of traditional passwords by imposing length/complexity requirements, forced rotation and account lockout.
Token-based authentication enables authentication via Active Directory Federation Services (AD FS) or third-party secure token systems.
Role-based access control (RBAC) enables access based on the user’s role, making it easy to only give the amount of access required.
Access restrictions in management interfaces and support channels
Role-based access control (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 organisation’s business model and risk tolerance.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
How long system logs are stored for

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
There are no elements of the hosting solution not covered by this certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Dynamics 365 relies on Azure Active Directory to provide authentication for user access, helping to protect Dynamics 365 from unauthorized access. It simplifies the management of users and groups, and enables you to assign and revoke privileges easily.
Dynamics 365 uses the same identity platform as Office 365, so a user of both services has the same username and password. Customers can federate an on-premises Active Directory or other directory stores to enable using corporate credentials to authenticate. Dynamics 365 uses encryption to protect your data. Connections established between customers and Microsoft datacenters are encrypted, and all public endpoints are secured using industry-standard Transport Layer Security (TLS). TLS effectively establishes a security-enhanced browser-to-server connection to help ensure data confidentiality and integrity between desktops and datacenters.

We also provision you with your own logically isolated data repository to maximize the security and integrity of your data. And, when systems become outdated or are no longer operational, Microsoft operations personnel follow rigorous data-handling procedures and hardware disposal 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
All development in Microsoft Dynamics 365 is carried out in the Security Development Lifecycle which helps developers address compliance requirements.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Dynamics 365 is hosted in Microsoft datacenters and uses their security measures and mechanisms to protect data. Microsoft blocks unauthorized traffic to and within datacenters using a variety of technologies. We constantly maintain, enhance, and verify the infrastructure, and employ regular penetration testing to continually validate the performance of security controls and processes.
Dynamics 365 is designed on the principles of the Security Development Lifecycle, a mandatory Microsoft process that embeds security requirements into every phase of development. The Dynamics 365 operations team also follows the rigorous standards set by Microsoft Operational Security Assurance to help protect customer data.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
To ensure that activities within the service are legitimate, and to detect breaches or attempted breaches, Dynamics 365 takes advantage of the cloud service infrastructure and security mechanisms. The Dynamics 365 environment deploys antimalware software that helps protect infrastructure against online threats. Microsoft also provides intrusion detection, distributed denial-of-service (DDoS) attack prevention, and regular penetration testing to help validate security controls.
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
Microsoft employs a risk-management model of shared responsibility with the customer.
Microsoft is responsible for the platform including services offered and provides a cloud service that can meet the security, privacy, and your compliance needs.
As a customer, you are responsible for the environment once the service has been provisioned. You must identify which controls apply to your business and understand how to implement and configure them to manage security and compliance with applicable regulatory requirements. RSM offers implementation guidance to help accomplish these tasks and better manage the risk. Any incident can be reported through the 365 portal.

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 to £91.32 a person a month
Discount for educational organisations
Free trial available

Service documents