Microsoft Dynamics 365 / Open Source CRM Services
Experienced partner working with Microsoft Dynamics 365 and Open Source CRM Solutions to deliver tailored support and implementation packages to public sector organisations. Expertise in on-going CRM support and expansion of digital experiences including online portals across multiple devices with strong analytics and reporting knowledge to gain insights.
- Multi-disciplinary team of customer experience (CRM) specialists
- Agile and hybrid Agile/Waterfall methodologies utilised
- Provides on-going support for existing and new CRM deployments
- Offers skills transfer services to enable self-service
- Proactive and reactive customer support services for CRM
- Responsive Design approach
- Offers CRM Portals utilising Drupal Platform (E.g. Case Enquiry Handling)
- Strong Configuration & Customisation capabilities to deliver business requirements
- Flexible fully documented Service Level Agreement
- Flexible & Trusted customer experience partner with public-sector track record
- Transparent business practices fostering a partnership with customers
- Specialist in improving case experience and success for users
- Monitor and manage CRM performance and accessibility
- Modify, extend and add new capabilities as business demands change
- Fast turnaround of projects - on time and on budget
- ISO 9001 Certified Supplier
- GDPR compliant and ISO 27001 accredited provider
- 24/7 Online Support Portal
£700 to £800 per person per day
- Education pricing available
- Free trial available
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||Drupal, sugarCRM, Microsoft Dynamics 365|
|Cloud deployment model||Hybrid cloud|
|Service constraints||Cloud based Software as a Service but may be available on-premise for larger enterprise customers.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||2 hours - Monday - Friday, 24/7 online portal, Out of hours support available for critical issues|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 A|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Onsite support|
Our support packages are based on time used and is billed in 15 minute increments. The cost of a support contract is determined by the amount of time purchased in advance and is detailed below.
Time Block Cost per block
10 Hours - £ 1,100
20 Hours - £ 2,000
30 Hours - £ 2,800
50 Hours - £ 4,600
100 Hours - £ 8,400
200 Hours - £ 15,000
Webcurl provides an initial response within 2 hours for critical tickets with a proposed action and resolution timescale being posted within 4 working hours. Other tickets will be acknowledged within a maximum of 4 hours with a proposed action and resolution timescale being posted the same day.
Webcurl provide help-desk support via telephone, e-mail and the online portal during the hours of 9.00am to 5.00pm UK time (excluding weekends and days which are public holidays in England).
|Support available to third parties||Yes|
Onboarding and offboarding
Training and documentation are provided for the solution.
Development work and training is provided on an ad-hoc basis and is for a set amount of days.
Additional help is provided via our support agreement and is detailed further in the support agreement document.
|End-of-contract data extraction||
All data will be returned to the customer via a backup of the MYSQL database and the supporting software which is located in our GIT repository, This extraction can also be performed on an on going basis by the end user at any point of the contract lifecycle.
As we use open source technology, the system can be restored freely on a new platform by another vendor or the end user
When a project contract ends, we normally enter into a support contract with our clients, which includes security, hosting, maintenance and ticket management.
In the case a client wishes to seek services elsewhere, a handover meeting is booked in with the new agency and we collaborate with them to ensure smooth transitioning.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Mainly layout and re-organisation of data on screens.|
|Description of customisation||Our solution can be fully configured and customised to suit the business requirement. Simple configurations and content updates can be conducted by a standard business user and more complex changes can be easily completed with an IT administrator.|
|Independence of resources||
Due to our services being in the cloud we can add additional resources to a tenant as and when required.
Other tenants on the same platform are restricted to a set amount of resources.
|Service usage metrics||Yes|
|Metrics types||Visitors and access to the site, last logged in etc.|
|Supplier type||Not a reseller|
|Staff security clearance||Staff screening not performed|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|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||In-house|
|Protecting data at rest||Physical access control, complying with CSA CCM v3.0|
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|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||
Client data & information is securely held on the communication platform we use.
A full backup of docs, xls, csv, pdf, png, xml, json, the MYSQL database and any other appropriate files will be provided on demand.
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
Webcurl agrees to provide Licensee with access to the currently published SaaS version of the Licensed Software via the Internet. During any calendar month, the Licensed Software shall be available to Licensee 99.9% of the time via the Internet except for:
(i) the time during which the Licensed Software is unavailable so that Webcurl or the hosting provider can perform maintenance for security and system integrity purposes and provide Upgrades, also known as "Planned Maintenance Downtime";
(ii) downtime caused by circumstances beyond Webcurl’s control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, acts of terror, war, third party strikes and other labor problems, or other events of force majeure;
iii) general Internet outages, failure of Licensee's infrastructure or connectivity, computer and telecommunications failures and delays not within Webcurl’s control; and
(iv) network intrusions or denial-of-service attacks.
In the event that Webcurl fails to maintain the foregoing availability of the Licensed Software during any calendar month of the subscription, Licensee's sole and exclusive remedy shall be to request a service credit in the following percentages of
the prorated monthly fees
99.9%, but greater than 99.5% 10%;
99.5%, but greater than 99.0%25%;
99.0%, a service credit of 50%.
|Approach to resilience||Available on Request|
Via a pro-active monitoring tool available for access by our clients.
This provides downtime, current issues and previous outages.
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
Management interfaces and support channels require user authentication via google or by username and password.
Access is usually restricted via a 2 factor authentication process to our software solutions.
We further control levels of access within the application with the use of user roles.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
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||Yes|
|Who accredited the ISO/IEC 27001||CQS Ltd|
|ISO/IEC 27001 accreditation date||01/02/2018|
|What the ISO/IEC 27001 doesn’t cover||Our whole service provision is covered by ISO/IEC 27001 certification.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
All policies are documented and explained to staff during the on-boarding process.
A clearly defined escalation path is documented to handle non compliance
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
All our change management is handled by the software repository GIT. This provides us with documented evidence of when changes were processed and who completed the change.
All changes are run through standard security tests before being deployed in a live environment.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Threats to our system are assessed by our security team.
As we are extending third party software we are reliant to some degree of them notifying us of issues. The Open Source community is very good at releasing security updates, usual weekly, and these are applied automatically to our solutions.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||We actively monitor and are notified of any security issues from all the technology vendors we have in our stack.|
|Incident management type||Supplier-defined controls|
|Incident management approach||
All security incident resolution is fully documented and actioned immediately.
Users can report incidents via the help desk portal and these will be reviewed and categorised accordingly.
Reports are available via our portal on all incidents past and present.
|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||£700 to £800 per person per day|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||No limitations, access to the full software will be given for 90 days|