Equiniti ICS Ltd

CRM on Dynamics 365

Customer Relationship Management on an Azure based Dynamics 365 platform. Designed to manage and maintain citizen relationships, track engagements and deliver actionable data. Data driven solution that improves how you interact with citizens. Tangibly streamline processes and increase citizen satisfaction with service.


  • Provides a central repository and single view of citizen information
  • Automate marketing, mailing, campaign and all contact interactions
  • Facilitate communications between the citizen and public body
  • Analyse data and provide business intelligence
  • Secure UK, EU or worldwide hosting
  • Mobile Apps for access on Android and iOS devices
  • Powerful document integration with Microsoft SharePoint Online
  • Enable a responsive service for citizens
  • Unique and powerful integration with Microsoft Teams and SharePoint
  • Comprehensive support and training package


  • Understand your citizens to truly understand the client journey
  • Offers the citizen a more responsive digital channel
  • Moves citizen from in-person/telephone to cheaper digital channel
  • Streamlining and efficiency savings through workflow automation
  • Insightful, single consistent view of the citizen
  • Maximises existing investments in Microsoft Dynamics 365
  • Rapid deployment, configuration and implementation
  • Customisable dashboards, reporting and BI
  • Host platform adheres to UK Government Security principles
  • Simple, familiar Microsoft UI, reducing training needs for end users


£4.52 to £86.70 per user per month

Service documents

G-Cloud 11


Equiniti ICS Ltd

Julie McMenemy

02890 454 166


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 Existing Dynamics 365 instances.
Cloud deployment model Public cloud
Service constraints Full details of the Microsoft Dynamics 365 service can be found here - https://www.microsoft.com/en-gb/download/details.aspx?id=30185 and https://docs.microsoft.com/en-gb/dynamics365/#pivot=main&panel=apps
System requirements
  • https://technet.microsoft.com/en-us/library/hh699710.aspx
  • Memory - 2-GB RAM
  • Display - Super VGA with resolution 1024 x 768
  • Bandwidth greater than 1Megabit / second
  • Latency under 150 ms
  • Windows 10 - Internet Explorer 11, Microsoft Edge
  • Windows 8.1 - Internet Explorer 11
  • Windows 8 - Internet Explorer 10
  • Windows 7 - Internet Explorer 10, Internet Explorer 12

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Equiniti’s service levels for incident response and restoration, are defined by Priority Level (P1 – P4) for time taken to provide an automated response (Acknowledge), in-person response (Respond) and Fix / Restore. Standard response times are : P1 – Critical Acknowledge - 30 minutes Response - 1 Hour Target Resolve - 4 Hours P2 – High Acknowledge - 1 Hour Response - 4 Hours Target Resolve - 8 Hours P3 – Medium and P4 – Low response times, are agreed per contract. The response times are applicable during 09:00 – 17:00, Monday to Friday and excludes public holidays and weekends.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
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 Equiniti’s service levels for incident response and restoration, are defined by Priority Level (P1 – P4) for time taken to provide an automated response (Acknowledge), in-person response (Respond) and Fix / Restore.

Equiniti’s standard response times are as follows:

P1 – Critical
Acknowledge - 30 minutes Response - 1 Hour
Target Resolve - 4 Hours

P2 – High
Acknowledge - 1 Hour Response - 4 Hours
Target Resolve - 8 Hours

P3 – Medium and P4 – Low response times, are agreed per contract.

The above response times are applicable during 09:00 – 17:00, Monday to Friday and excludes public holidays and weekends.

We provide a single contact point for all problems including advice on all aspects of the solution.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Microsoft Dynamics 365 makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 Service. Within the Administration Portal, there are links to many of the resources available, including:
Help articles for users and administrators who need to manage Microsoft Dynamics 365.
Community forums/wikis where help articles and white papers are published
Service Health dashboard for information regarding outages/issues. Microsoft offers a range of services to organisations, eg FastTrack to aid onboarding to the service, and the Dynamics Learning Portal to help partners and organisations optimise the use of the service.

Equiniti also provide JIT (Just in Time) training mechanisms in the form of Floorwalkers and short videos focusing on specific functionality that the client will be leveraging. This is bolstered by user training, train the trainer training, administrator training and user manuals for all users.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction At any point user can export data from Microsoft Dynamics 365. This use the Software Development Kit (SDK), manually export data using the data export functionally. Users can also use standard reports which export to various formats, including .xlsx, .csv and .xml.
End-of-contract process Equiniti places great emphasis on ensuring continuity of services for our customers. With an exit strategy in hand at the outset of the relationship, our customer’s needs will be incorporated into the contract, ensuring minimum business and customer disruption in the event that the relationship is completed. The exit strategy will be reviewed annually, or when significant change occurs.
There are several considerations to be made when developing an exit plan. This includes, but is not limited to:
• Continuing Service Requirements
• Data Security and Privacy
• Knowledge and Documentation Transfer
• Costs
• People

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+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Dynamics 365 allows access and functionality to be provided via a mobile device, web browser or mobile application. The solution supports a model that only requires configuration to be carried once regardless of how the solution is accessed.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing More information on accessibility can be found here https://docs.microsoft.com/en-us/dynamics365/get-started/accessibility/
What users can and can't do using the API The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources. (Further details can be found here -https://msdn.microsoft.com/en-gb/library/mt593051.aspx).

The web API is part of the Dynamics 365 Software Development Kit (SDK). The SDK contains a wealth of resources, including code samples, which are designed allow powerful vertical applications to be built using the Microsoft Dynamics 365 platform. It is a guide for developers writing solutions, server-side code, client applications and extensions, custom business logic, plug-ins, integration modules and custom workflow modules.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Microsoft Dynamics 365 is a highly customisable and flexible business application. The bulk of the customisations can be carried out without requiring custom development. This includes amending and creating new entities, forms, view and workflow processes. For cases that do require custom development, Equiniti experienced and certified developers will work with the customer to deliver these customisations.


Independence of resources The service operates multiple scale groups in each data centre and automatically provisions new customers into a scale group. The architecture of scale groups is designed to meet the many needs of operating a service at scale, including security, scalability, performance, tenant isolation, serviceability, and monitoring. Each customer has their own individual database, separate from other customers’ databases. Data processing is logically segregated through capabilities specifically developed to help build, manage, and secure multitenant environments.


Service usage metrics Yes
Metrics types Organisation Insights provides quick view of key Dynamics 365 metrics such as the number of active users and page requests. The Dynamics 365 Administration Portal provides an overview of each instances 'service health' including service degradation and storage capacity.

Equiniti also provides dashboards and reporting aligned to particular solution requirements. Typically these show case or call run rate, response times, status, process stages and root cause analysis as well as any Business Intelligence or Management Intelligence information required.
Reporting types
  • Real-time dashboards
  • Regular reports


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

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 Yes
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.
In some scenarios, we use file-level encryption. For example, the files and presentations uploaded by meeting participants are encrypted by using AES encryption.
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 Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the data export service.
Data export formats
  • CSV
  • Other
Other data export formats
  • .TXT
  • .XML
  • .XLSX
Data import formats
  • CSV
  • Other
Other data import formats
  • .TXT
  • .XML
  • .XLSX

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks For data in transit, all customer-facing servers negotiate a secure session by using TLS/SSL with client machines to secure the customer data. This applies to protocols on any device used by clients, such as Skype for Business Online, Outlook, and Outlook on the web.
see also http://aka.ms/Office365CE
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network Full details can be found at http://aka.ms/Office365TI and http://aka.ms/Office365CE.

Availability and resilience

Availability and resilience
Guaranteed availability Availability guaranteed at 99.9% through contractual agreement with Microsoft.

SLA's are provided on a monthly uptime calculation. Service credits may be payable for less than 99.9% availability and range from 25% to 100% credit. Calculation of Uptime is ((User Minutes - Downtime)/User Minutes) x 100.

Where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.

Full SLA details can be found at http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=13695
Approach to resilience Data resilience is available directly from Microsoft. Further information can be found at https://msdn.microsoft.com/en-us/library/hh771583.aspx.
Outage reporting Via the Microsoft service status portal, Email, Alerts 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 Users with cloud identities are authenticated using traditional challenge/response. The web browser is redirected to the Office 365 sign-in service, where you type the user name and password for your work or school account. The sign-in service authenticates your credentials and generates a service token, which the web browser posts to the requested service and logs you in.

Users with federated identities are authenticated using Active Directory Federation Services (AD FS) 2.0 or other Security Token Services. The service determines that you are part of a federated domain and offers to redirect you to the on-premises Federation Server for authentication.
Access restrictions in management interfaces and support channels Dynamics 365 and Office 365 comes with a set of administrator roles that you can assign to users in your organisation. 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
  • 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 SGS United Kingdom Limited
ISO/IEC 27001 accreditation date 12/02/2017
What the ISO/IEC 27001 doesn’t cover Statement of Applicability is available upon request.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

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 The Microsoft Cloud Security Policy is available via the Service Trust Platform aka.ms/stp

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 Once logged via Equiniti Service Desk and routed to the appropriate support team:
• The proposed change is processed, tracked and managed via the Equiniti Service Desk, facilitating management reporting on overall change status
• The proposed change is assessed for impact to the business and process requirements inc. solution design and architecture, infrastructure, security, and resource personas
• Approval or rejection of a change is formally given and recorded and all interested parties notified
• The change is progressed effectively, in a timely and controlled manner
• Configurable items associated with the change are maintained
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, multiple layers of antivirus software ensure protection from common malicious software. Servers run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. Mail coming into the service run through the Exchange Online Protection engine, which uses multiple antivirus and antispam engines to capture known and new threats.

Additional information may be found in the relevant service descriptions and Service Level Agreement (SLA).

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 Within Microsoft, the management of security for Microsoft Dynamics 365 is shared across several organisations. The Online Services Security and Compliance (OSSC) group within C&E (Cloud and Enterprise) group is responsible for collecting, monitoring, and archiving event data from a variety of sources within C&E, including:  

- Collection of security events from C&E managed domain controllers.
- Collection of security events from Microsoft Dynamics CRM Online production servers.
- SysLog collection of firewall and IDS events for Microsoft Dynamics CRM Online production servers.
- SysLog collection of authentication records for all network devices.
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 Please see http://aka.ms/DynamicsSIM

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


Price £4.52 to £86.70 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial http://trials.dynamics.com/
Link to free trial http://trials.dynamics.com/

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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