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 a person a month
- Education pricing available
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 10
Service ID
9 5 3 2 8 8 4 7 2 7 0 4 8 4 3
Contact
ISAAC Intelligence Limited
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Telephone: <removed>
Email: <removed>@847a961e-cf2e-4129-ba38-f1ae5ec12674.com
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
- 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
- Getting started
- Onsite and virtual training (train the trainer) and additional teams training if required at additional cost
- Service documentation
- Yes
- Documentation formats
-
- HTML
- 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
- 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
- Independence of resources
- All Oxygen apps are developed directly into the Microsoft Office 365 public cloud. scale is not an issue
Analytics
- Service usage metrics
- Yes
- Metrics types
- Utilising Microsoft inbuilt Office 365 usage stats
- Reporting types
- Real-time dashboards
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Security Clearance (SC)
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 export approach
- Into Excel
- Data export formats
- CSV
- Data import formats
- CSV
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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
Pricing
- Price
- £15 to £25 a person a 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/