Salesforce.com

Salesforce - Lightning App Cloud

Lightning App Cloud has an impressive API set, integration is common with over 5bn transactions a day, 30%+ via API. Integrating backend systems to PaaS, delivering them to mobile/web is easy, use the Developer Wearable pack to meet the next customer demand, and continue the strategy toward GaaP © SFDCGC92017

Features

  • Multi-channel capable by default, no need to re-code.
  • Dashboards and reporting, use pre-defined, easily create your own.
  • Extensive integration for existing systems via OData etc.
  • Create services in weeks not months, scale with demand.
  • 3 automatic upgrades every year, bringing innovation every time.
  • Scalable: 5B transactions a day, many via comprehensive API set.
  • Web chat, Social, Collaboration and Mobile integration as standard.
  • Plug in from thousands of add-ons from the AppExchange.
  • Everything on force.com is mobile aware, deliver anywhere
  • Develop and design in the cloud with clicks not code

Benefits

  • API toolkits make building and connecting apps faster and easier
  • Use as part of your GaaP or IoT transformation strategy.
  • Support REST, OAuth, SAML, and many other open-standards.
  • In-built security and identity model - save time and money.
  • Mobile app included for mobile interaction with the platform.
  • Scale on demand, test in sandboxes, support millions inc. wearables
  • Scale on demand, test in sandboxes, deploy on any device
  • Broad support from forums, communities, documentation and UK SMEs
  • Integrate to existing systems and mobile enable legacy
  • Lower costs, quickest way to provide data to citizens.

Pricing

£22.54 per person per month

Service documents

G-Cloud 9

878469251421571

Salesforce.com

Peter Corpe

07748 105 950

pcorpe@salesforce.com

Service scope

Service scope
Service constraints Key considerations (further detail in our Supplier Terms)
As Salesforce is multi-tenant, there are 'governor limits' which prevent resources from being monopolised by any single organisation.
NB though these limits exist it's rare for customers to be impacted, and even more unusual for our current Public Sector customers. In the unlikely event of a need to increase, limits can be extended with various add-ons separately listed. Hitting a limit is often a sign of an underlying design flaw. Please make yourself aware of these limits at this link https://help.salesforce.com/articleView?id=limits.htm&type=0
A user’s password may not be shared with any other individual.
System requirements
  • Connectivity to the Internet
  • A standard browser, either desktop or mobile
  • Salesforce mobile app is available if preferred to a browser
  • Appropriate bandwidth, https://help.salesforce.com/articleView?id=000004958&type=1

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Every Salesforce service includes support as standard. The lowest level relies on the Salesforce user community for responses and has a response time of 2 business days, this can be reduced to 1 hour with the appropriate upgrade in your support plan.
https://secure.sfdcstatic.com/assets/pdf/success-services/success-plans-comparison.pdf?d=70130000000lxkI
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
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 Salesforce Web chat has not been specifically tested against usability standards; the Salesforce web chat Pre-Chat and Post-Chat forms are implemented through Salesforce's Visual Force Markup language, the presentation of which can be customised by the customer, giving them control over accessibility, including for example:
- providing text alternatives for any non-text content so that it can be changed into other forms people need, such as large print, braille, speech, symbols or simpler language. They can, for example, set Alt Tags on any images used on the forms or in the chat window.
- Ensuring that colour isn't the only means of conveying information and making contrast ratios between text and its background sufficient that it can be read by people with moderately low vision.
Web chat accessibility testing Salesforce has not conducted usability studies to verify that the online chat function works effectively with screen reading and other assistive technology. However, existing customers have conducted extensive testing and, for example, the Drive and Vehicle Licensing Agency has performed alpha and beta testing with GDS and has successfully implemented our web chat capabilities.
Onsite support Yes, at extra cost
Support levels Every Salesforce service includes community-based support. This can be enhanced with guaranteed response times through Premier and Premier+. For more critical applications we provide Signature Success which provides Salesforce staff with a knowledge of a specific customers applications and configurations and an initial response from your designated support team in as little as 15 minutes, with personalised updates every 30 minutes.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Salesforce provides an amazing immersive self-learning environment available called “Trailhead” for anyone who would like to have an engaging and interactive way of learning about salesforce. It is an online and free to use learning environment available here: https://trailhead.salesforce.com/

In addition, Salesforce's Customers for Life is designed to help customers be successful and get up and running quickly. A dedicated group is available for new customers to engage by asking questions, giving feedback, and sharing experiences. this also includes 'Getting Started Webinars', 'Getting started resources','Salesforce Tech-lounge for new customers' and 'getting started live Q&A' further detail available at https://www.salesforce.com/success-gettingstarted/
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Salesforce also provides free online courses, referred to as 'Trails'
  • A dedicated website called 'Trailhead' gives access to these 'Trails'
  • Each designed with a specific purpose and skill in mind.
  • Further information on Trailhead can be found here https://trailhead.salesforce.com/en/trails
End-of-contract data extraction There are a number of options available for customers to extract their data from the service, either during the contract or when the contract ends. We encourage customers to export their data during their contract on a periodic basis to maintain a local copy of their salesforce database, rather than wait until the end of the contract These options include:

The Weekly Export Service – export data from the service on a periodic basis via a zip file containing .csv files over a TLS link.

Export data over the API via an integration or middleware solution. A comprehensive Salesforce exit strategy paper is available on request.
End-of-contract process Upon contract termination with Salesforce, the customer's data on disk is flagged accordingly and set to inactive status also referred to as a "soft delete." This data is no longer available or accessible to the application but is backed up in the full backup process. The data remains in this state for 180 days; this is done in the event that the customer decides to resume services or needs the data for a legal reason. At 180 days, the data is marked for deletion ("hard delete") and will be deleted after 30 more days. Once this "hard delete" is executed the customer data is physically deleted and unrecoverable. Following the purge, the data will remain on backup for an additional 90 days prior to being unrecoverable from backup media. Salesforce encourages the customer to extract their data using one of the methods as described in this listing prior to terminating any contract/s.

Using the service

Using the service
Web browser interface Yes
Using the web interface The Salesforce Web interface is fully functional, all functions are possible through the Web interface

Point-and-click configuration: The Salesforce platform makes it easy to modify the functionality of Salesforce applications to meet your unique requirements. Working with the metadata framework and a series of simple point-and-click wizards, you can design custom user interfaces and modify the structure of the data model and the application’s business logic. Configuration enables organisations to modify objects, fields, validation rules, workflow, security settings, formulas, and much more without the need for code.

Customise with code: Although point-and-click configuration with the Salesforce platform is the fastest and easiest way to customise, some functionality is beyond the constraints of a metadata framework. For such cases, developers can create needed functionality in open-ended development environments, using toolkits for most of the common programming languages, or Apex.
Web interface accessibility standard WCAG 2.0 AA or EN 301 549
Web interface accessibility testing Salesforce is committed to providing applications accessible to all. This includes users working with assistive technology, such as speech recognition software and screen readers. Salesforce follows international best practices in Section 508 of the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA to the extent possible.

A third party has assessed and documented the accessibility status of Salesforce core products in the VPAT documents published here: https://www.salesforce.com/company/legal/508_accessibility.jsp

In addition, Salesforce includes an alternate user interface mode that lets users with assistive devices, such as speech recognition software and screen readers, work with Salesforce more effectively with detail here https://help.salesforce.com/articleView?id=accessibility_mode_enabled.htm&type=0&language=en_US&release=206.15
API Yes
What users can and can't do using the API The core set of APIs includes:
REST API
SOAP API
Tooling API
Chatter REST API
Bulk API
Metadata API
Streaming API
Apex REST API
Apex SOAP API
Data.com API
The following URL contains additional information, https://developer.salesforce.com/page/Salesforce_APIs
API automation tools Other
Other API automation tools
  • Any automation or ALM tool with a well defined API
  • Automation tools can utilise APIs above
  • To interact with the Platform and the data contained therein.
  • Salesforce has automation capability out of the box
  • Further informaiton here https://help.salesforce.com/articleView?id=process_which_tool.htm&type=0
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
  • Other
Using the command line interface The Force.com CLI allows you to work with Force.com data directly from the command line. You can Browse and Create Force.com objects, view, edit, create, and delete records, execute APEX code and SOQL queries, and more.

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources The current daily transaction average for our platform is regularly 5 billion, consistently at sub 250ms response time within the Salesforce environment. Within each logical system, we use load balancers to distribute load among multiple web and application servers for additional scalability and redundancy. The multitenant application design, combined with the fastest servers and high-performance networking infrastructure available, guarantees fast performance.

In addition to scaling for growth, Salesforce continually strives to improve the average response time of our services and to back up our claims, full details of transaction volumes and response times are publically reported in real-time at http://trust.salesforce.com/trust/status/.
Usage notifications Yes
Usage reporting
  • API
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types Other
Other metrics
  • Application usage
  • User metrics
  • Specific adoption, usage, and volumetric measures.
Reporting types
  • API access
  • Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations Yes
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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach Salesforce uses a defence in depth approach to security, for both logical and physical controls with protective monitoring in place to alert upon suspicious activity. Industry leading information standards are leveraged where applicable to ensure a mature and transparent security architecture is in place. Comprehensive application security features enable consumers to configure their salesforce environments to meet their security requirements for their uses.
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

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up Data and metadata
Backup controls Weekly backup service configurable (type of data and schedule) through the UI
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Supplier controls the whole backup schedule
Backup recovery Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks By default, customers connect to the service over the public Internet with all transmissions between the user and the Salesforce Services secured using TLS 1.0 or higher and encrypted using 256 or 128-bit encryption. The Services use International/Global Step Up SSL certificates with 2048-bit Public Keys. Web Service callouts can be secured using TLS, as well as with two-way TLS,

In addition, customers can partner with a selection of supported ISPs for a more direct connection to the Salesforce service. In the UK, BT are one such ISP. This service is known as Salesforce Express Connect.
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network Customer data is protected within the Salesforce service through a mature, standards-based defence in depth security architecture. Logical and physical access is strictly controlled and monitored and the controls used are in scope for the various security certifications the company has, and audited regularly by third parties. Controls such as firewalls, intrusion detection, anti-malware, file integrity monitoring are augmented with extensive monitoring to provide a robust prevention, detection and response model. Internal and external, as well as third-party vulnerability scanning and application penetration testing are also in place.

Availability and resilience

Availability and resilience
Guaranteed availability The Salesforce Services are designed with the concept of continuous improvement and Trust (e.g. Availability, Performance and Security) in the infrastructure. Salesforce uses commercially reasonable efforts to make its on-demand services available to its customers 24/7, except for (minimal) planned downtime, for which Salesforce gives customers prior notice, and force majeure events.
Excellent availability statistics (historically 99.9%) are critical to Salesforce's customers’ success and to the success of Salesforce as a company. Salesforce generally does not focus on a specific percentage, as we do not believe our job on availability will ever be “complete”. Live and historical statistics on Salesforce system performance are publicly published at: https://trust.salesforce.com/en/#systemStatus, and further detail can be shared upon request and NDA.
Approach to resilience To maximise availability, the service is delivered using a world-class data centre infrastructure consisting of a primary production data centre, a full capacity secondary data centre for hosting the service provided to customers.The infrastructure utilises carrier-class components designed to support millions of users. Extensive use of high availability servers and network technologies, and a carrier-neutral network strategy, help to minimise the risk of single points of failure, and provide a highly resilient environment with maximum uptime and performance.
Outage reporting Outage escalation policies are established and maintained as Salesforce's goal is to rapidly restore service. In the event of an extended outage, periodic updates are provided in near real time to customers via the trust.salesforce.com dashboard site and in addition, service notifications are provided to nominated contacts via various channels such as email. Update frequency for notifications is dependent on the customer support service plan.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication Salesforce has a very comprehensive set of authentication mechanisms that customers can chose from. These include the inherent username and password option, Single Sign-on, Social Sign-on through another application, such as google, integration with existing identity management systems a customer may have, 2 Factor Authentication, and the application can also act as a Service Provider or Identity Provider for SSO integration using SAML.
Access restrictions in management interfaces and support channels Management access for service support and delivery is done through multiple layers of controls including, but not limited to, multiple 2 factor authentication, bastion host and proxy control and segregation of duties. These controls are in scope for SSAE auditing and evidences through the SOC 2 report.

Access to the management interface for the customer to configure their salesforce environment, is configured by the customer themselves. The options are outlined in the above response. Robust application design and testing ensures that users without administrative access rights cannot access more sensitive areas of the application.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

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 User-defined
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 Schellman & Company, LLC (Formerly BrightLine)
ISO/IEC 27001 accreditation date 22/04/2016
What the ISO/IEC 27001 doesn’t cover The only ISO27001 control not included in our Statement of Applicability is A.14.2.7 - Outsourced Development. This is not covered as Salesforce does not perform outsourced system development.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 02/02/2017
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover The available CSA STAR self-assessment covers all points in the latest CCM; version 3.01.
PCI certification Yes
Who accredited the PCI DSS certification Schellman & Company, LLC (Formerly BrightLine)
PCI DSS accreditation date 01/09/2016
What the PCI DSS doesn’t cover This service is PCI DSS compliant. All controls for PCI DSS are in scope for this service, there is nothing not covered.
Other security accreditations Yes
Any other security accreditations
  • Cyber Essentials
  • 14 cloud principle response,
  • SOC 1,2,3 Reports,
  • Binding Corporate Rules,
  • Privacy shield,
  • ISO: 27018,
  • ISO: 27001
  • TUV
  • PCI DSS
  • Various Geographic credentials available on request

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards PCI DSS
SSAE-16
Information security policies and processes Salesforce's Information Security Management System (ISMS) and information security policies are based on the ISO 27002 framework of best practices and are ISO 27001 certified. As required by this certification, the ISMS is endorsed by Senior Management. The EVP of Security has responsibility for the information security policies and ISMS. The Trust Strategy Alignment (TSA) Committee approves/authorizes all changes to the policies, the Statement of Applicability (SoA), the information security manual, and any separate policy statements. During the ISO 27001 audit process (as well as other audits such as SOX and SSAE 16 SOC 1), Senior Management for various departments are involved in verifying that policies and procedures are in place and adhered to. Policies are reviewed/approved at least annually.

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 Salesforce has formal processes for placing a system into production. This procedure includes a build checklist, server hardening checklist and pre-production testing. Baseline configurations for servers, network devices, and databases are consistent with industry-accepted CIS (Center for Internet Security) system hardening guidelines.

Change control procedures are required by the company’s Change Management Policy and include steps for testing, review, authorization, communication, verification, and back-out procedures. All changes to the infrastructure components are tested in a dedicated environment using production class equipment before being deployed into production. Changes are reviewed and approved by Technical Operations management prior to deployment to production.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Salesforce various vulnerability management processes in place around internal scanning, external scanning & vendor patch release management.

Technical operations and security personnel monitor vulnerability alerts and patch release notifications from vendors and other sources. There are associated evaluation and deployment processes in place. Salesforce also regularly performs self-vulnerability assessments using various tools and techniques, such as Qualys. In addition, Salesforce uses external service providers to perform an application vulnerability assessment after each major release (three times annually) and network vulnerability assessments quarterly. There is also an on-going external application scanning service used. further detail on responsible disclosure here https://trust.salesforce.com/en/security/responsible-disclosure-policy/
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Salesforce's Computer Security Incident Response Team (CSIRT) uses a security event logging and management system to manage the alerts and logs generated by devices on our network and provide protective monitoring. The system consists of a central database, management server, and distributed agents. The distributed agents receive events from network devices and systems (firewalls, IDS, routers, switches, hosts, file integrity, and database monitoring) on the network, then compress, encrypt, and transmit the data to the management server and database for processing. Correlated events are configured to generate alerts and logs which are monitored on a 24/7 basis.
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 Salesforce has a formal Incident Management Process that guides the Salesforce Computer Security Incident Response team in investigation, management, communication, and resolution activities.

Salesforce will promptly notify the customer in the event of any security breach of the Service resulting in an actual or reasonably suspected unauthorized disclosure of Customer Data. Notification may include phone contact by Salesforce support, email to customer's administrator and Security Contact and public posting on trust.salesforce.com.

Salesforce.com is a member of the prestigious Forum of Incident Response and Security Teams (FIRST) and complies with the FIRST framework and best practices for incident response.

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)

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart No

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £22.54 per person per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Developer Edition is a Full Featured version that provides access to the platform and API. It allows developers to extend the Salesforce system, integrate with other applications, and develop new tools and applications. Developer Edition provides access to many of the features available in the Enterprise Edition
Link to free trial https://developer.salesforce.com/signup

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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