Redcentric Solutions Limited

Microsoft Office 365

Redcentric Office 365 service is a cloud-based, subscription version of Microsoft’s productivity tools. Office 365 includes Microsoft’s range of Office applications and productivity services such as Exchange Online for email, SharePoint Online for collaboration, OneDrive, Skype for Business Online for unified communications and Power BI and Delve for personal insights.

Features

  • Provides access to Office 365 solutions

Benefits

  • Supported by Redcentric
  • Billed by Redcentric on your regular customer bill
  • Account setup by Redcentric

Pricing

£5 to £35 per licence per month

Service documents

G-Cloud 11

900418344529095

Redcentric Solutions Limited

Emma Banner

08000 501700

tenders@redcentricplc.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints See https://docs.microsoft.com/en-gb/azure/ to determine applicable constraints based on buyers requirements.
System requirements See https://docs.microsoft.com/en-gb/office365/

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We aim to acknowledge all Advice and Guidance requested within 15 minutes. Response times will depend on the request type and level of detail required. We typically aim to provide an initial response within 1 hour of the request being made however this can vary dependent on the nature of the request.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Redcentric’s customer service operation is available 24/7/365 and can be contacted by telephone, email or via the customer portal. Support is included at no additional cost with Redcentric's services. Redcentric has one direct point of contact for customer support, which deals with all aspects of the service. The Redcentric customer services team takes full responsibility for supporting and logging problems and technical support queries. Their specific role is to ensure that all telephone, email and portal queries are answered and resolved as promptly as possible. Redcentric has a team of Service Delivery Managers and Cloud Support Engineers available. These teams are not included as a standard service and are charged based on the published SFIA rate card.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Before Redcentric can provision an Office 365 subscription, the Customer must pass a credit check, sign a contract and specify its Office 365 domain name in the format xxx.onmicrosoft.com. This domain name cannot under any circumstances be changed at a later date (see Section 3.1.2).
Once a subscription has been set up by Redcentric an email will be sent to the Customer confirming that the subscription is created and the service is ready.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats Online videos and interactive learning portals
End-of-contract data extraction The Exit Plan shall, unless otherwise agreed with the Customer: • address each of the issues set out in this Exit Plan in order to assist the Customer in facilitating the transition of the Redcentric Services from Redcentric to a replacement supplier, or the Customer ensuring to the extent reasonably possible that there is no disruption in the supply of Services and that there is no deterioration in the quality of delivery of the Services during any period of transitional assistance; • provide an estimate of the scope of transitional assistance that may be required by the Customer and suggest how such assistance might be provided (if required); and • provide an estimate of Redcentric’s personnel that may be required to provide transitional assistance and suggest the management structure to be put in place and employed to provide such transitional assistance.
End-of-contract process Where the Customer requests the provision of additional transitional assistance, in addition to their initial requirements, Redcentric shall provide such assistance as an additional service. The additional transitional assistance shall be chargeable at the Redcentric prevailing time and materials consultancy day rates.
Please see https://www.microsoft.com/en-us/trustcenter/privacy/you-own-your-data. In our Online Services Terms, Microsoft contractually commits to specific processes when a customer leaves a cloud service or the subscription expires. This includes deleting customer data from systems under our control. If you terminate a cloud subscription or it expires (except for free trials), Microsoft will store your customer data in a limited-function account for 90 days (the “retention period”) to give you time to extract the data or renew your subscription. During this period, Microsoft provides multiple notices, so you will be amply forewarned of the upcoming deletion of data. After this 90-day retention period, Microsoft will disable the account and delete the customer data, including any cached or backup copies. For in-scope services, that deletion will occur within 90 days after the end of the retention period. (In-scope services are defined in the Data Processing Terms section of our Online Services Terms.) See http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=13655

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 Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
Designed for use on mobile devices Yes
Differences between the mobile and desktop service N/A
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing None
API No
Customisation available No

Scaling

Scaling
Independence of resources This is a hyper scale cloud based service.

Analytics

Analytics
Service usage metrics No

Resellers

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

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 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 Another external penetration testing organisation
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
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach See http://download.microsoft.com/download/0/D/D/0DD8FB12-6343-4A50-80B2-545F2951D7AE/MicrosoftAzureDataProtection_Aug2014.pdf , and https://docs.microsoft.com/en-us/azure/storage/storage-service-encryption
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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://www.microsoft.com/en-us/trustcenter/privacy/you-own-your-data. In our Online Services Terms, Microsoft contractually commits to specific processes when a customer leaves a cloud service or the subscription expires. This includes deleting customer data from systems under our control. If you terminate a cloud subscription or it expires (except for free trials), Microsoft will store your customer data in a limited-function account for 90 days (the “retention period”) to give you time to extract the data or renew your subscription. After this 90-day retention period, Microsoft will disable the account and delete the customer data, including any cached or backup copies.
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Any reduced charges under this Service Level Agreement will be confirmed by credit note issued by Redcentric to our customers, confirming the adjustment to be made to the following monthly charge.

The service levels and service credits are as per the Microsoft Customer Agreement and are calculated by Microsoft.

See Microsoft's Online Service Terms at http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=13655
Approach to resilience Please see https://www.microsoft.com/en-us/cloud-platform/global-datacenters and https://www.microsoft.com/en-us/TrustCenter/
Outage reporting The Service Manager will also provide a detailed report following any outage showing the cause of the outage and what mitigation has been put in place to prevent the issue repeating in the future.

Please see https://azure.microsoft.com/en-us/status/ and https://portal.azure.com/#blade/HubsExtension/ServicesHealthBlade

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 Azure Active Directory is Microsoft’s multi-tenant cloud based directory and identity management service. Azure-AD provides an affordable, easy to use solution to give employees and business partners single sign-on (SSO) access to thousands of cloud SaaS Applications like Office365, Salesforce.com, DropBox, and Concur. For application developers, Azure-AD lets you focus on building your application by making it fast and simple to integrate with a world class identity management solution used by millions of organizations. Azure-AD also includes a full suite of identity management capabilities including multi-factor authentication, device registration, self-service password management, self-service group management, privileged account management. https://docs.microsoft.com/en-us/azure/active-directory/active-directory-whatis
Access restrictions in management interfaces and support channels Azure-AD can designate separate administrators to serve different functions. These administrators will have access to features in the Azure portal and, depending on their role, will be able to create or edit users, assign administrative roles to others, reset user passwords, manage user-licenses, and manage domains, among other things. A user who is assigned an admin role will have the same permissions across all of the cloud services that your organization has subscribed to, regardless of whether you assign the role in the Office365 portal, or in the Azure classic-portal, or by using the Azure-AD module for Windows PowerShell. https://docs.microsoft.com/en-us/azure/active-directory/active-directory-assign-admin-roles
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 British Standards Institute
ISO/IEC 27001 accreditation date 1/11/2019
What the ISO/IEC 27001 doesn’t cover Please see https://www.microsoft.com/en-us/trustcenter/compliance/iso-iec-27001
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 2/12/2019
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover None
PCI certification Yes
Who accredited the PCI DSS certification Coalfire Systems Inc
PCI DSS accreditation date 01/04/2016
What the PCI DSS doesn’t cover Service Scope is identified here http://aka.ms/azure-pci
Other security certifications Yes
Any other security certifications
  • Authorised to process HM Government data marked 'Official-Sensitive'
  • FACT
  • FedRamp
  • NIST 800-171
  • FIPS 140-2
  • CCSL (IRAP)
  • ENISA IAF
  • CDSA
  • ISO 27001, 27017, 27018, 22301, 9001
  • SOC 1 SOC 2 SOC 3

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards FACT, FedRamp, NIST 800-171, EU Model Clauses, Cyber Essentials Plus
Information security policies and processes An Information Security Management Program has been established to enable Microsoft Azure to maintain and improve its management system for information security. Through establishment of the ISMS, Azure plans for and manages protection of its assets to acceptable security levels based on defined risk management processes. In addition, Azure 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). Microsoft Azure 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. Also see https://www.microsoft.com/en-us/TrustCenter/Compliance/ISO-IEC-27001 and 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 Azure 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 including the Microsoft Security Development Lifecycle (SDL), the Microsoft Security Response Center program, and deep awareness of the cybersecurity threat landscape. Please see https://www.microsoft.com/en-us/SDL/OperationalSecurityAssurance and https://www.microsoft.com/en-us/sdl
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach When providing the Antimalware solution for Virtual Machines, Azure is responsible for ensuring the service is highly available, definitions are updated regularly, that configuration through the Azure Management Portal is effective and that the software detects and protects against known types of malicious software. MCIO-managed hosts in the scope boundary are scanned to validate anti-virus clients are installed and current signature-definition files exist. Vulnerability scans are performed on a quarterly basis at a minimum. Microsoft Azure contracts with independent assessors to perform penetration testing of the Microsoft Azure boundary.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Microsoft Azure 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 Microsoft Azure 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 Microsoft has developed robust processes to facilitate a coordinated response to incidents. • Identification – System and security alerts may be harvested, correlated, and analyzed. • Containment – The escalation team evaluates the scope and impact of an incident. • Eradication – The escalation team eradicates any damage caused by the security breach, identifies root cause for why the security issue occurred. • Recovery – During recovery, software or configuration updates are applied to the system and services are returned to a full working capacity. • Lessons Learned – Each security incident is analyzed to protect against future re-occurrence.

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
  • Health and Social Care Network (HSCN)
  • Other
Other public sector networks Azure Express Route

Pricing

Pricing
Price £5 to £35 per licence per month
Discount for educational organisations No
Free trial available No

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 pdf document: Modern Slavery statement
Service documents
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