CloudCoCo Limited

Office 365 by CloudCoCo

Support from migration to daily management and pro-active advisory services for Office 365 Business and Enterprise plans including Office 365 Business Essentials, Business, Business Premium, Enterprise E1, Pro Plus, Enterprise E3, Azure Rights Manamgement, Exchange Online Kiosk, Extra Storage for SharePoint, and Rackspace Email Archiving for Office 365.

Features

  • Support for Office 365 for both Business and Enteprise
  • Office 365 Azure Rights Management
  • Office 365 Exchange Online Kiosk
  • Office 365 Extra Storage
  • Rackspace Archiving for Office 365
  • 24x7x365 support with no limit on number of tickets
  • Launch/onboarding assistance
  • Rackspace Self Service Control Panel
  • Add-on setup/integration management

Benefits

  • Simplify day-to-day management of Office 365
  • Free assisted email migration
  • No long–term contracts
  • Prioritised route to advanced-tier Microsoft support, when necessary
  • Five-time Microsoft Hosting Partner of the Year
  • Rackspace Email Archiving provides advanced data retention/protection
  • Office 365 Extra File Storage provides increased file storage
  • Increased Security via Azure Rights Management
  • Managed escalations

Pricing

£1 per user per month

Service documents

G-Cloud 10

717380325665818

CloudCoCo Limited

CloudCoCo

03330503990

coco@cloudcoco.co.uk

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Azure Rights Management, Exchange Online Kiosk, Skype for Business Online,Sharepoint Online,Exchange Online,O365 Extra Files Storage (sharepoint),OneDrive for business,Archiving (not part of 365)
Cloud deployment model Public cloud
Service constraints Service Descriptions are available at https://technet.microsoft.com/en-us/library/office-365-service-descriptions.aspx
System requirements See https://products.office.com/en-GB/office-system-requirements

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We will respond to your support requests submitted directly to Rackspace. We will respond to your support request within four Business hours for urgent queries and within eight business hours for standard queries. We do not make any service level guarantees regarding support requests you submit directly to Microsoft.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 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 24 hours, 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible It is accessible via three channels: Rackspace public website, Rackspace Customer Portal and Microsoft Customer Portal.
Web chat accessibility testing None
Onsite support No
Support levels Rackspace provides two level of support: Fanatical Support and Managed Services.
1. Fanatical Support covers following:
-24x7x365 Management and Fanatical Support for any Office 365 plan by phone, chat, and ticket for questions and troubleshooting
-Planning and execution for Exchange migrations from your Rackspace onboarding team
-Intro to Office 365 with a series of onboarding meetings for accelerated deployment
-Accelerated route for Microsoft support escalations
2. Managed Services includes all the Fanatical Support features plus below:
-Dedicated Account Manager to understand your unique setup, business requirements and exactly how you are using Office 365
-Quarterly Expert Technical Reviews and training on new features
-Proactive product and support notifications and training opportunities
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Under our Managed Service offering, Rackspace will design a bespoke training scheme for customers based on your requirements, preferences and based on training needs for any specific products. Rackspace training model is completely customised so that customers can best utilise their resources’ time where needed the most.

Trainings can be provided via webinars, conference calls, face to face or any other medium convenient to customer.

Our support fees are all inclusive which includes unlimited support calls and guidance.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction Please see https://products.office.com/en-us/business/office-365-online-data-portability
End-of-contract process The initial term of our agreement commences upon the effective date of the agreement and will continue for an initial term of one month. Upon expiration of the initial term, the agreement will automatically renew for successive renewal terms of one month each, unless and until one of us provides the other with at least thirty (30) days advance written notice of non-renewal.

In the unlikely event that customer wishes to transition its estate away from Rackspace, we will work with you and its new hosting provider, if applicable, to help transition away smoothly. Rackspace will agree to plan, cooperate and provide Exit Assistance in good time to achieve a smooth transition of services with minimal disruption to customer operation and to continue to provide the services until transfer is complete.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The service is optimised for mobile, desktop and tablet use and there are differences. Core functionality is available across all platforms. See https://support.office.com/en-us/article/Office-Online-browser-support-AD1303E0-A318-47AA-B409-D3A5EB44E452
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing For users with disabilities we have the Disability Answer Desk (DAD), and for enterprise customers with accessibility questions or accessibility related compliance questions we have theenterprise Disability Answer Desk (eDAD). See https://www.microsoft.com/en-us/accessibility/
API Yes
What users can and can't do using the API The full API details are avilable online at dev.office.com
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Please see https://technet.microsoft.com/en-us/office/dn788774.aspx

Scaling

Scaling
Independence of resources Please see http://www.microsoft.com/en-us/download/details.aspx?id=54249

Analytics

Analytics
Service usage metrics Yes
Metrics types Please see the Business admins section found here https://support.office.com/en-gb
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Rackspace Ltd.

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

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 No
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 For data at rest, Office 365 deploys BitLocker with AES 256-bit encryption on servers that hold all messaging data, including email and IM conversations, as well as content stored in SharePoint Online and OneDrive for Business. BitLocker volume encryption addresses the threats of data theft or exposure from lost, stolen, or inappropriately decommissioned computers and disks. Your organization’s files are distributed across multiple Azure Storage containers, each with separate credentials, rather than storing them in a single database.
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 importing and exporting
Data export approach Please see https://products.office.com/en-us/business/office-365-online-data-portability
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats See https://products.office.com/en-us/business/office-365-online-data-portability
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network Please see http://aka.ms/Office365TI and http://aka.ms/Office365CE

Availability and resilience

Availability and resilience
Guaranteed availability http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=11675
Approach to resilience Please see http://aka.ms/Office365DR
Outage reporting Office 365 reports outages via the service status portal https://portal.office.com/servicestatus/servicestatus.aspx, Alert or Mobile Application

Identity and authentication

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 Modern authentication Modern authentication brings Active Directory Authentication Library (ADAL)-based sign-in to Office client apps across platforms, enabling sign-in features such as Multi-Factor Authentication (MFA), SAML-based third-party identity providers with Office client applications, and smart card and certificate-based authentication.

Cloud identity authentication - Users with cloud identities are authenticated using traditional challenge/response.

Federated identity authentication - Users with federated identities are authenticated using Active Directory Federation Services 2.0 or other Security Token Services.

MFA for Office 365 - users are required to acknowledge a phone call, text, or an app notification on their smartphone after correctly entering their password.

https://technet.microsoft.com/en-us/library/office-365-user-account-management.aspx
Access restrictions in management interfaces and support channels Office 365 comes with a set of administrator roles that you can assign to users in your organization. Each admin role maps to common business functions, and gives those people permissions to do specific tasks the Office 365 admin center.

https://support.office.com/en-gb/article/About-Office-365-admin-roles-da585eea-f576-4f55-a1e0-87090b6aaa9d?ui=en-US&rs=en-GB&ad=GB

https://support.office.com/en-gb/article/Assign-admin-roles-in-Office-365-eac4d046-1afd-4f1a-85fc-8219c79e1504?ui=en-US&rs=en-GB&ad=GB
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

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 10/10/2016
What the ISO/IEC 27001 doesn’t cover Service scope for office 365 is described in this document: http://download.microsoft.com/download/1/4/3/1434ABAB-B8E9-412D-8C3A-187B5FCB7A2F/Compliance%20Framework%20document.pdf
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 29/04/2016
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover Service scope for office 365 is described in this document: http://download.microsoft.com/download/1/4/3/1434ABAB-B8E9-412D-8C3A-187B5FCB7A2F/Compliance%20Framework%20document.pdf
PCI certification No
Other security certifications Yes
Any other security certifications
  • ENISA IAF, EU Model Clauses, EU-U.S. Privacy Shield
  • ISO 27001, ISO 27018, SOC 1, SOC 2
  • FEDRAMP, FIPS 140-2
  • NIST 800-171, HIPAA/HITECH. ISB 1596, CCSL (IRAP)

Security governance

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 FISMA/FedRamp, EU Model Clauses, HIPAA/HITECH, ISB 1596, ISO 27018, SASE16 SOC1 & SOC 2
Information security policies and processes An ISMP has been established to enable Office 365 to maintain and improve its management system for information security. Through establishment of the ISMP, Office 365 plans for and manages protection of its assets to acceptable security levels based on defined risk management processes. In addition, Office 365 monitors the ISMS and the effectiveness of controls in maintaining the confidentiality, integrity and availability of assets to continuously improve information security.

The ISMS framework encompasses industry best-practices for information security and privacy. The ISMS has been documented and communicated in a customer-facing Information Security Policy, which can be made available upon request (customers and prospective customers must have a signed NDA or equivalent in place to receive a copy).

Office 365 performs annual ISMS reviews, the results of which are reviewed by management. This involves monitoring ongoing effectiveness and improvement of the ISMS control environment by reviewing security issues, audit results, and monitoring status, and by planning and tracking necessary corrective actions.

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 Office 365 has developed formal standard operating procedures (SOPs) governing the change management process. These SOPs cover both software development and hardware change and release management, and are consistent with established regulatory guidelines including ISO 27001, SOC 1/SOC 2, NIST 800-53, and others.
Microsoft also uses Operational Security Assurance (OSA), a framework that incorporates the knowledge gained through a variety of capabilities that are unique to Microsoft. OSA combines this knowledge with the experience of running hundreds of thousands of servers in datacenters around the world.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach In support of the Information Security Policy, Office 365 runs multiple layers of antivirus software to ensure protection from common malicious software. Servers within the Office 365 environment run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. Additionally, all mails coming into the service run through the Exchange Online Protection engine, which uses multiple antivirus and antispam engines to capture known and new threats against the system. Microsoft has its own Security Response Center (MSRC) that also supplies information to all our customers covering the whole range Microsoft products
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Office 365 employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacenter edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause.

Proactive monitoring continuously measures the performance of key subsystems of the Office 365 services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.
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 Our partner Rackspace maintains formal incident management process which includes stages of Detection/Logging, Classification, Initial Support, Investigation & Diagnosis, Resolution and Closure.
All incidents are logged as tickets in Rackspace Service Management System and further updates are also recorded in the ticket, providing a full incident management history. We will provide elevated technical support for any Office 365 plan by phone, and ticket for questions and troubleshooting around-the-clock. Rackspace may escalate support issues to Microsoft on your behalf as needed.
Microsoft Incident management is explained at http://aka.ms/Office365SIM

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 Yes
Connected networks
  • Public Services Network (PSN)
  • New NHS Network (N3)

Pricing

Pricing
Price £1 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial A full review with a CloudCoCo Public Sector expert plus then a hand-held trial for 30 days of the Office365 solutions
Link to free trial Please contact our CEO directly - mark@cloudcoco.co.uk

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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