FHL Cloud Solutions

NetSuite

One unified business management suite, encompassing ERP / financials, CRM and eCommerce.

Features

  • Accessible online from anywhere, any device and any browser
  • User controlled and managed system
  • Ease of access for all your data
  • Flexible, comprehensive, user - controlled reporting
  • Highly secured data with 128bit encryption, user roles & permissions
  • Multi-company and multi-location; multi-currency and multi-language
  • Modular and scalable to support change, growth and evolving requirements
  • Future-proof with automatic upgrades - no version locking
  • ISO 9001 & ISO27001 Certified
  • Fully managed state-of-the-art infrastructure, including data back-ups providing 99.97% up-time

Benefits

  • One database = one version of the truth
  • Future - proof with automatic upgrades – no version locking
  • Reduced total cost of ownership
  • No expensive hardware / infrastructure required
  • Predictable transparent long - term costs
  • Powerful real-time data, reporting & intelligence, aids rapid decision making
  • Business freedom and user mobility, with anytime, anywhere access
  • One system, one skill set, intuitive interface, clicks not code
  • Deployed in weeks
  • Business continuity, with inbuilt redundancy and up-time guarantee

Pricing

£108 to £900 per user per year

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

FHL Cloud Solutions

Matthew Goldstraw

01270630300

gcloud@fhl.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints Cloud only - no on-premise option.
System requirements
  • Internet Connectivity Required.
  • Web Browser Required.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 24/7 ticket logging. Response times vary dependent on severity level.
User can manage status and priority of support tickets No
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 The support team can be trained to understand how your business operates. You will have a number to call at any time during business hours and your own online customer portal allows for the logging of and escalation of cases, which will be prioritised according to operational importance. Support levels are based on both the number of inclusive hours (1st line and 2nd line) and on the hours of service. Options include standard office hours (0800 - 1800), extended office hours (0800 - 2000), and extended plus (includes weekend and holiday cover). Prices start from £6,000 / year.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started FHL provides standard courses for Administrators/Super-Users, Finance users, Master Classes and Bespoke/tailored training packages to fit needs.
Options include one to one & one to many instruction, direction, support and coaching.
Training can be delivered at one of our training facilities, at the client's premises or remotely.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction All data can be extracted via the standard CSV export feature. Reports can be extracted via Word, PDF, or Excel. Web Services integration can also be used to export data.
End-of-contract process If the client would not like to renew, the client sends a notice of non-renewal and the contract is not renewed. If the client wishes to renew, a renewal estimate includes the costs and term length (in months/years) for the next contract period.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Please refer to our service definition document for more information.
Service interface Yes
Description of service interface Web based -internet browser.
Accessibility standards None or don’t know
Description of accessibility Cloud based , if you have access to an internet connection and you have access to the product. Can access using any device.
Accessibility testing N/A.
API Yes
What users can and can't do using the API Please refer to the service definition document for more information.
API documentation No
API sandbox or test environment No
Customisation available Yes
Description of customisation Please refer to the service definition document for more information.

Scaling

Scaling
Independence of resources Users of the standard shared service tier have usage limits to protect other users of the shared service tier. Premium service tier options are also available.

Analytics

Analytics
Service usage metrics Yes
Metrics types Please refer to the service definition document for more information.

Resellers

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

Staff security

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

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations No
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 SSAE-16 / ISAE 3402
  • 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 All data can be extracted via the standard CSV export feature. Reports can be extracted via Word, PDF, or Excel. Web Services integration can also be used to export data.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • Excel
  • Word
  • Web Services
  • XML
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Other
Other protection within supplier network Please refer to the service definition document for more information

Availability and resilience

Availability and resilience
Guaranteed availability Service Level Commitment: NetSuite’s SLC guarantees a 99.5% uptime (outside the scheduled service windows) for the NetSuite production applications for all our customers. A credit is available if NetSuite does not deliver its application services with 99.5% uptime. We have consistently averaged an actual uptime of 99.98% and provide customers a publicly available webpage to display system status at all times at http://status.netsuite.com.
Approach to resilience Available on request.
Outage reporting Public dashboard: http://status.netsuite.com.

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 We authenticate users through service subscription. User Rights Management features, providing granting and revocation entitlements once a user name and password is provided. Administration features enable service configuration and management.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password
  • Other
Description of management access authentication Second line of questions and answers when logging in from a different device.

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 At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Please contact us for more information
ISO/IEC 27001 accreditation date Please contact us for more information
What the ISO/IEC 27001 doesn’t cover Please contact us for more information
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Please contact us for more information
PCI DSS accreditation date Please contact us for more information
What the PCI DSS doesn’t cover Please contact us for more information
Other security certifications Yes
Any other security certifications Please contact us for more information

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 ISO 9001 & ISO 27001

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 Available on request
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Available on request
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Available on 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 We provide an ITIL approach to service levels which is detailed in our Service Description document.  In principle it provides for identification, management, resolution, and considered future mitigation through a tiered support structure. This is contactable via various methods and operates 24x7x365.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £108 to £900 per user per year
Discount for educational organisations No
Free trial available No

Service documents

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