ISAAC Intelligence Limited

Oxygen HelpDesk (IT or Customer) for Office 365

Oxygen HelpDesk for Office 365 is a rapidly deployable and configurable HelpDesk, specifically developed for Office 365 and designed to be user-friendly and human-centric in its appeal. Structured around one single data source, Oxygen HelpDesk is a scalable and viable alternative to many better known solutions. Oxygen creates 100% engagement

Features

  • Contacts Database
  • Opportunity, Case & Project Management
  • Automated Document Management Centre
  • Task & Activity Management
  • Powerful Search
  • Fully Navigable from directly within Outlook
  • Accessible from any Internet connected Device
  • Out of the Box or Fully Customisable
  • Automated Ticketing System
  • Integrates Seamlessly with Outlook

Benefits

  • Centralised document storage with built in backup
  • Centrally manage all external contacts in a GDPR Compliant Way
  • Fully integrated with Outlook means seamless filing of documents
  • Easily share documents with colleagues and peers
  • Built directly into Office 365 using best practice methods
  • Manage and track all tickets and cases
  • Assign tasks and automate workflows to simplify business processes
  • Centrally manage and publish relevant documents
  • Publish success stories and KPI dashboards - celebrate success

Pricing

£15 to £25 per person per month

Service documents

G-Cloud 10

953288472704843

ISAAC Intelligence Limited

Jason Yeomans

020 8100 6119

jason@isaacintel.com

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Microsoft Office 365
Cloud deployment model Public cloud
Service constraints No
System requirements Microsoft office 365 & SharePoint Online Required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 4 Hours Urgent, 8 Hours non-Urgent
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 Via our website or also through our applications if required
Web chat accessibility testing Extensive, System in daily operation currently
Onsite support Onsite support
Support levels ISAAC Support is straightforward and easy to understand. Response within 15 minutes, 4 hour rectification for critical issues, 8 hours for non-critical
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite and virtual training (train the trainer) and additional teams training if required at additional cost
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Export to Excel, migrate to alternative service, leave in the existing system as all Oxygen applications are built with your own Office 365 tenancy
End-of-contract process All inclusive, only extra is further customisation or automation

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
  • MacOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Inherent differences in screen sizes only
Accessibility standards None or don’t know
Description of accessibility No constraints
Accessibility testing Extensive testing and solutions in daily use
API Yes
What users can and can't do using the API Multi-service integrations
API documentation No
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Language, layout, branding, colour palettes, configuration

Scaling

Scaling
Independence of resources All Oxygen apps are developed directly into the Microsoft Office 365 public cloud. scale is not an issue

Analytics

Analytics
Service usage metrics Yes
Metrics types Utilising Microsoft inbuilt Office 365 usage stats
Reporting types 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 Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
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 every 6 months
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
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Into Excel
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability 99.9% as per Microsoft Office 365
Approach to resilience Developed in line with Microsoft
Outage reporting Via social media notification and/or public Microsoft dashboard

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
Access restrictions in management interfaces and support channels Specific configuration per customer/solution
Access restriction testing frequency At least every 6 months
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 User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications All Microsoft Related

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Iso27001

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Continual improvement
Vulnerability management type Undisclosed
Vulnerability management approach Undisclosed
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Microsoft Office 365 & SharePoint Online
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 Office 365 & SharePoint Online

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

Pricing

Pricing
Price £15 to £25 per person per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial 14 day free trial
Link to free trial https://isaacintelligence.com/oxygen-crm-free-edition-trial-request/

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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