Skype for Business Phone System
Cloud Voice. Skype for Business Phone System call management enables you to use Skype for Business and either your company's existing phone lines or Skype for Business PSTN Calling service. Place, receive, transfer, and mute / unmute calls, from nearly anywhere with internet access.
- Private Branch Exchange (PBX).
- Phone System.
- Telephone call management.
- Inbound and outbound call routing.
- Place, receive, transfer, mute and unmute calls.
- Internet access telephony.
- Hybrid with on-premise PBX co-existence.
- Integration with call centres.
- Dial plan management.
- Quality of service (QoS).
- Set up new telephony users in minutes.
- Remove the need to manage, upgrade on premises PBX hardware.
- Save money by moving telephony to a cloud model.
- New office locations, remove the need to set up PBXhardware.
£4.95 per user per month
- Education pricing available
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
|Software add-on or extension||Yes|
|What software services is the service an extension to||Office 365 Enterprise E3 Suite|
|Cloud deployment model||Public cloud|
|Service constraints||Our Service Descriptions are available at https://technet.microsoft.com/en-us/library/office-365-service-descriptions.aspx and https://docs.microsoft.com/en-gb/microsoft-365/enterprise/services-overview|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Critical: Available 24/7, response in 1 hour. High: 24/7 next day for Enterprise. See also https://products.office.com/en-us/business/office-365-for-business-support-options|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 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||WCAG 2.1 AA or EN 301 549|
|Web chat accessibility testing||N/A|
|Onsite support||Yes, at extra cost|
|Support levels||Premier Support is available at further cost. https://www.microsoft.com/en-us/microsoftservices/support.aspx|
|Support available to third parties||No|
Onboarding and offboarding
https://support.office.com/en-gb/article/office-365-admin-and-it-pro-courses-68cc9b95-0bdc-491e-a81f-ee70b3ec63c5?wt.mc_id=otc_home&ui=en-US&rs=en-GB&ad=GB - training information
The FastTrack service from Microsoft includes scenarios which help users adopt new, more productive ways of working. See http://fasttrack.microsoft.com/
|End-of-contract data extraction||M365 onboarding and offboarding documentation is available publicly online. The website with all documentation is available across all browsers and should work with all accessibility software/options that are commonly utilised for web browsing. https://docs.microsoft.com/en-gb/|
|End-of-contract process||Upon expiration or termination of your Office 365 subscription or contract, Microsoft will provide you, by default, additional limited access for 90 days to export your data. As part of our Online Service Terms we specify that the customer always own its date. Microsoft acts as Data Processor. For more see http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=13655 and http://trustoffice365.com/|
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|
|Description of service interface||Please see https://products.office.com/en-gb/business/office-365-administration|
|Accessibility standards||WCAG 2.1 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 available 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||One of the primary benefits of cloud computing is concept of a shared, common infrastructure across numerous customers simultaneously, leading to economies of scale. This concept is called multi-tenancy. Microsoft works continuously to ensure that the multi-tenant architectures of our cloud services support enterprise-level security, confidentiality, privacy, integrity, and availability standards.|
|Service usage metrics||Yes|
You can easily see how people in your business are using Office 365 services. For example, you can identify who is using a service a lot and reaching quotas, or who may not need an Office 365 license at all.
Reports are available for the last 7 days, 30 days, 90 days, and 180 days. Data won't exist for all reporting periods right away. The reports become available within 48 hours.
|Supplier type||Reseller (no extras)|
|Organisation whose services are being resold||Microsoft|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing 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||
|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||
You own your data and retain all rights, title, and interest in the data you store with Office 365.
You can download a copy of all of your data at any time and for any reason, without any assistance from Microsoft.
To download a copy of end-user metadata
Upon expiration or termination of your Office 365 subscription or contract, Microsoft will provide you, by default, additional limited access for 90 days to export your data.
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||https://www.microsoft.com/en-gb/fasttrack/microsoft-365|
|Data protection between buyer and supplier networks||
|Other protection between networks||Please see https://docs.microsoft.com/en-us/azure/security/azure-network-security|
|Data protection within supplier network||
|Other protection within supplier network||
One of the primary benefits of cloud computing is concept of a shared, common infrastructure across numerous customers simultaneously, leading to economies of scale. This concept is called multi-tenancy. Microsoft works continuously to ensure that the multi-tenant architectures of our cloud services support enterprise-level security, confidentiality, privacy, integrity, and availability standards.
http://aka.ms/Office365TI and http://aka.ms/Office365CE
Availability and resilience
Service Level Agreements
Most Online Services offer a Service Level Agreement (SLA). For more information regarding the Online Services SLAs, please refer to http://microsoft.com/licensing/contracts
Please see: http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=13655
|Approach to resilience||
Resiliency Principles - https://docs.microsoft.com/en-us/Office365/securitycompliance/office-365-data-resiliency-overview
Resiliency refers to the ability of a cloud-based service to withstand certain types of failures and yet remain fully-functional from the customers' perspective. Data resiliency means that no matter what failures occur within Office 365, critical customer data remains intact and unaffected.
- There is critical and non-critical data. Non-critical data (for example, whether a message was read) can be dropped in rare failure scenarios. Critical data (for example, customer data such as email messages) should be protected at extreme cost. As a design goal, delivered mail messages are always critical, and things like whether a message has been read is non-critical.
- Copies of customer data must be separated into different fault zones or as many fault domains as possible (e.g., datacenters, accessible by single credentials (process, server, or operator)) to provide failure isolation.
- Critical customer data must be monitored for failing any part of Atomicity, Consistency, Isolation, Durability (ACID).
- Customer data must be protected from corruption. It must be actively scanned, monitored, repairable, and recoverable.
- Most data loss results from customer actions, so allow customers to recover on their own using a GUI that enables them to restore accidentally deleted items.
|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||
|Description of management access authentication||
Microsoft has invested heavily in systems and controls that automate most Office 365 operations while intentionally limiting access to customer content by Microsoft. Humans govern the service, and software operates the service. This enables Microsoft to manage Office 365 at scale and manage the risks of internal threats to customer content.
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||15/01/2019|
|What the ISO/IEC 27001 doesn’t cover||Service scope for Office 365 is decribed 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||02/12/2011|
|CSA STAR certification level||Level 1: CSA STAR Self-Assessment|
|What the CSA STAR doesn’t cover||Service scope for office 365 is decribed 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||
The Microsoft Cloud Security Policy is available via the Service Trust Platform aka.ms/stp
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 datacentres around the world. OSA minimises risk by ensuring that ongoing operational activities follow rigorous security guidelines.
|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. All mails coming into the service run through the Exchange Online Protection engine, using multiple antivirus and antispam engines to capture known and new threats against the system.
Additional information: service descriptions, 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||
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||
Please see 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||No|
|Price||£4.95 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 CoCo@cloudcoco.co.uk|