Salesagility Ltd

SuiteAssured SuiteCRM

SuiteASSURED is a fully supported, discrete build of SuiteCRM, providing warranties, support and total ease of mind to organisations engaging with open source software.

SuiteASSURED is a separately maintained, tested and product-managed version of SuiteCRM. It is accompanied by a legal agreement that delivers indemnities, warranties, support and performance guarantees.

Features

  • Central Customer Repository
  • Flexible Case Management
  • Powerful Workflow Tool
  • Real-time reporting and dashboards
  • GDPR Ready with Campaign tool and consent management
  • User definable Survey Tool and Response Capture
  • Flexible Field, Layout and Drop Down Manager
  • Role permissions and two factor authentication option
  • Activity scheduling with important touchpoint tracking
  • Project Management tools with Gantt chart.

Benefits

  • Cost Effective – No software license costs
  • Browser based – Your data; any time, anywhere.
  • Improve efficiency by automating business processes.
  • Improve communication and follow up with CRM alerts
  • Improve decision making with key customer insights and reports
  • Capture customer insights with flexible survey tool
  • Ensure GDPR compliance with one secure central data repository
  • Improve customer service with history and touchpoint tracking
  • Inform customers of important information with campaign tool
  • Track data manipulation through CRM audit tools.

Pricing

£4,300 an instance a year

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at dale.murray@salesagility.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 6 0 9 9 2 4 1 2 8 1 3 4 9 2

Contact

Salesagility Ltd Dale Murray
Telephone: 01786 585 499
Email: dale.murray@salesagility.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
Supported Browsers and other compatibility information can be found at https://docs.suitecrm.com/admin/compatibility-matrix/
System requirements
No System Requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
Severity 1: Within 1 Hour
Severity 2: Within 5 Hours
Severity 3: Within 2 Working Days
Severity 4: Within 10 Working Days

Number of care hours provided depends on the package purchased.
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
The number of care hours you receive is dependant on the package purchased. Care hours can be used for any of SalesAgility's services including Consultancy, Development, Training and Support.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
User documentation is provided and on-site training can be purchased.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Data can be exported to CSV or a SQL dump can be provided by SalesAgility.
End-of-contract process
There are no additional costs at the end of the contract.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
All functionality remains the same. User interface is responsive to device size.
Service interface
Yes
Description of service interface
SuiteCRM is a modern, responsive application with an intuitive and consistent user interface that is user-friendly and contemporary.
Accessibility standards
None or don’t know
Description of accessibility
Non-Text Content includes alternative text available to the user.
Pre-recorded audio does not apply.
Captions, Audio description, Live captions, Audio description, Meaningful sequence, Sensory characteristics, Keyboard, No keyboard trap, Time limits, Pause, stop, hide, flashes, bypass blocks, Resizing text does not apply.
Colour is not the only use, mouse pointers and font can convey visual elements.
Pages have titles, headings and labels describing the purpose.
Error identification/suggestion is included and appropriate error messages will show.
Labels and instruction are included in the software.
Accessibility testing
None
API
Yes
What users can and can't do using the API
SuiteCRM API version 8 exposes a set of resources, to be consumed by clients who wish to harness the powerful CRM functionality provided by SuiteCRM. The API framework employs a Restful design to facilitate the JSON API 1.0 standard messages over HTTPS. It includes meta objects to provide functionality which is not yet defined in the JSON API 1.0 standard. The SuiteCRM API is secured by the OAuth 2 Server provided in SuiteCRM.

The SuiteCRM API allows you to retrieve or insert data to any module or record as well as create relationships between data records.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Anything within the CRM can be customised, System Administrators will have access to development tools which will allow them to add new fields, change layouts and create new modules.

Scaling

Independence of resources
We dedicate a guaranteed volume of CPU, Storage and RAM to clients.

Analytics

Service usage metrics
Yes
Metrics types
The metrics we provide are up-time, time used and SLA's.
Reporting types
Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Developed Vetting (DV)

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
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
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
Users do not need to extract their data from SalesAgility, users can export their customer data from the CRM with the in-built tools provided.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
We implement load-balancing and contain services within a scaled docker environment.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
There is 99.9% uptime, as measured monthly, excluding planned downtime. All planned downtime is kept to a minimum and would be agreed in advance. Planned downtime would not exceed three hours.
Approach to resilience
Available on Request
Outage reporting
Email Alerts

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Role-based permissions.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
CQS
ISO/IEC 27001 accreditation date
05/10/2016
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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
ISO 27001
We conduct internal audits monthly.
External audits are conducted yearly. Non-conformance's are recorded where policies are not followed. These are then resolved as per ISO 27001 standards.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We use Git version control to track our setup and all instances. Our server setup is versioned and deployed.

All changes are peer-reviewed by senior members of the team.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Any security issues that are raised with SuiteCRM, are identified using our security process. Issues will be acknowledged
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Servers and the services running within servers are updated on a regular basis to ensure vulnerabilities are patched against to reduce risk. Security issues are continually monitored and any critical and high priory issues, are dealt with as a priory outwith the regular maintenance cycle.
Incident management type
Supplier-defined controls
Incident management approach
Security reports and incidents are treated in there own right and are immediately escalated to the relevant team members and senior management. Reported vulnerabilities are verified, followed by a risk assessment to grade the severity of the issue. Critical and High risk issues will have resource allocated to resolving the issue as a matter of urgency.

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
£4,300 an instance a year
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at dale.murray@salesagility.com. Tell them what format you need. It will help if you say what assistive technology you use.