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.
- 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
- 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
£1 per user per month
- Education pricing available
|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|
|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 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|
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
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.
|End-of-contract data extraction||Please see https://products.office.com/en-us/business/office-365-online-data-portability|
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
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|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/|
|What users can and can't do using the API||The full API details are avilable online at dev.office.com|
|API documentation formats||HTML|
|API sandbox or test environment||Yes|
|Description of customisation||Please see https://technet.microsoft.com/en-us/office/dn788774.aspx|
|Independence of resources||Please see http://www.microsoft.com/en-us/download/details.aspx?id=54249|
|Service usage metrics||Yes|
|Metrics types||Please see the Business admins section found here https://support.office.com/en-gb|
|Supplier type||Reseller providing extra support|
|Organisation whose services are being resold||Rackspace Ltd.|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing 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||
|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 export approach||Please see https://products.office.com/en-us/business/office-365-online-data-portability|
|Data export formats||
|Other data export formats||See https://products.office.com/en-us/business/office-365-online-data-portability|
|Data import formats||
|Data protection between buyer and supplier networks||TLS (version 1.2 or above)|
|Data protection within supplier network||
|Other protection within supplier network||Please see http://aka.ms/Office365TI and http://aka.ms/Office365CE|
Availability and resilience
|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
|User authentication needed||Yes|
|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.
|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.
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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||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|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|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.
|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
|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||Yes|
|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 - firstname.lastname@example.org|
|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|