On Direct Business Services Limited

Cloud Direct Office 365

Microsoft Office 365 gives you secure, anywhere access to professional email, shared calendars, instant messaging, video conferencing and document collaboration to project management and company analytics. So you boost productivity and enrich your customer service, while your staff can work from anywhere – the office, on the move or home.

Features

  • Business email, calendars, contacts, tasks and archiving with Legal Hold
  • Instant messaging, presence, online meetings, Phone System and Calling
  • Document stores, team sites and company intranet through SharePoint
  • Access Office suite online or via traditional desktop versions
  • OneDrive for file sharing and collaboration
  • Yammer for business social networking and employee engagement
  • Project management and diagram creation software available
  • Delve and Power BI for analytics analysis
  • Extra features: StaffHub, Microsoft Teams, Flow, PowerApps and Sway
  • The latest versions of applications and Office suite across devices

Benefits

  • Easy access; across multiple devices in any location
  • Central management portal for easy administration
  • Always available; uptime of 99.9% within 2 UK datacentres
  • Complaint; meets Data Protection Act and data retention regulations
  • Implement security policies centrally to protect your data
  • Move to operational expenditure and only pay based on usage
  • Greater productivity and efficiency from using the latest technology
  • Improvements to collaboration
  • Improvements to employee engagement
  • Highly secure service; ISO 27001, encryption

Pricing

£0.85 to £41.50 per user per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

9 6 7 3 7 0 3 1 9 0 1 4 2 5 8

Contact

On Direct Business Services Limited

George Swindale

0800 0315 966

george.swindale@clouddirect.net

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Standard support is break/fix only. Support plans are available at a cost.
System requirements
  • Office 2016 and 2013, Office for Mac 2016 and 2011.
  • Windows – Office Mobile applications require Windows 10.
  • Office for iPad® and iPhone® requires iOS 10.0 or higher.
  • Access and Publisher desktop applications only work on Windows.
  • Android phones and tablets requires v4.4 and above
  • Latest browsers; Edge, IE, Chrome, Safari and Firefox

User support

Email or online ticketing support
Email or online ticketing
Support response times
Core Customer Support working hours; 8am-6pm Monday to Friday, excluding Bank holidays. Support issues classified as critical are supported 24x7x365. Dependant on issue classification - see our Service Definition. Initial Response times are between one hour and one working day.
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
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Web Chat is provided by a third-party service called LiveChat. It is a text-only service.
Web chat accessibility testing
N/A
Onsite support
Yes, at extra cost
Support levels
Break/fix support is provided as standard, a technical contact will be provided per case and be your point of contact. Cases are split into 4 categories: Standard, Moderate, High and Critical. Cases are matched to these and dealt with according to the criteria in the Service Description.

Admin and End-user support packages are available for this service at an extra cost.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Access is provided to our knowledge base. Training is available but is charged separately based on the customer's requirements.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Customers can either migrate data from Exchange, SharePoint and OneDrive or export/save the files somewhere else. If they are moving to another provider for this service, the new provider may be able to take over the account without any disruption.
End-of-contract process
The licences are included within the contract but any professional services needed to export or migrate data or to move to another service would be chargeable.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Mobile applications available are Microsoft Word, Excel, PowerPoint, OneNote, Outlook, OneDrive, Teams, Sway, Flow, SharePoint, Skype for Business, Yammer, Office 365 Admin, Power BI, Delve, Visio Viewer, PowerApps, StaffHub, Office 365 Video and Project Time Reporter. The functionality available is a less detailed view and some advanced features are unavailable.
Service interface
Yes
Description of service interface
The service interface is a Microsoft online portal that can be accessed via the end users device or via the management portal. All functions, administration and applications can be accessed within the browser.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
We haven't completed any testing, this has been done by the software owner.
API
Yes
What users can and can't do using the API
Make changes to Exchange Online, OneDrive and Office 365 Management.
API documentation
No
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Users can amend views, security settings, permissions, configuration, branding and certain applications like SharePoint. Users can either make these changes themselves within the Office 365 Admin portal or within the application central management. Users with require certain roles in order to change these aspects.

Scaling

Independence of resources
Microsoft monitor the Office 365 service to ensure there are enough resources available to provide a good service to all users.

Analytics

Service usage metrics
Yes
Metrics types
Office 365 provides analytics and metrics within the product. Certain packages come with further analytics tools like Power BI and Delve.
Reporting types
Real-time dashboards

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Microsoft

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
In-house
Protecting data at rest
Encryption of all physical media
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
Exchange Online items can be exported to .pst files and saved elsewhere. OneDrive and SharePoint items can be downloaded in their original file format and saved elsewhere.

Otherwise, a migration of the data can be performed to put it into a new service.
Data export formats
  • CSV
  • Other
Other data export formats
PDF
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
The uptime should be no lower than 99.9% within a month. If it drops below this service credits are available providing it hasn't been affected by any of the exception criteria. Please see the service description for more information.
Approach to resilience
• Content is replicated from the primary datacentre to the secondary datacentre so replication is constant.
• Your data is stored in a redundant environment with robust backup, restoration, and failover capabilities to enable availability to your services. You will not be notified when failover occurs as typically failover does not result in service interruption.
• Microsoft offer multiple levels of physical redundancy at the disk, NIC, power supply, and server levels.
• Data centres located in seismically safe zones.
• Automated monitoring and recovery system; 24/7 Microsoft engineering teams are standing by to fix anything that the automated systems are not able to handle.
• For more information, please see: https://www.microsoft.com/en-gb/server-cloud/cloud-os/global-datacenters.aspx
Outage reporting
In the Office 365 dashboard you can see the status of the service.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
The customer decides what users have which permissions; in many instances this relates to whether they're a user or have admin privileges. For support purposes, any one from a customer can raise a support issue but only account details are discussed with nominated contacts.

For our employees we operate a strict access control policy where only necessary employees have access to customer systems. This is reviewed periodically and we monitor usage to make sure it isn't abused.
Access restriction testing frequency
At least once a year
Management access 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
Between 1 month and 6 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
Active
What the ISO/IEC 27001 doesn’t cover
Nothing noted for this.
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
Active certification
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Nothing noted for this.
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • ISO 22301 - PowerBI only
  • ISO 27017 - PowerBI only
  • ISO 27018

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
Cloud Direct have several policies around information security including vendor management, problem management, risk management, access control and information control. Every policy and process has an owner who is responsible to ensure it's followed as well as line-managers within the business. We have also built processes into our systems to help with adherence. Any time a process isn't followed a non-conformance is raised and investigated.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Cloud Direct hold ISO 27001 (Security) certification and follow annually audited processes for the management of change within the service. Changes to the service are classified as either pre-defined change , i.e. changes that are documented as a standard procedure for example, adding in a new replication instance or authorisation change which must be approved. All authorisation changes are reviewed by our change board before being allowed to proceed. Full documentation of these changes are retained within our service management system.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Vulnerability management is covered under our ISO 27001 certification in conjunction with our Tier 1 Cloud Solutions Partnership with Microsoft. Microsoft are responsible for the management of vulnerabilities and service patching.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Microsoft provides an extensive monitoring and protective service for the Azure platform. This includes an extensive defence system against Distributed Denial-of-Service (DDoS) attacks. It uses industry standard detection and mitigation techniques. Azure meets a broad set of international and industry-specific compliance standards, such as ISO 27001, HIPAA, FedRAMP, SOC 1 and SOC 2, as well as country-specific standards like Australia IRAP, UK G-Cloud, and Singapore MTCS.
Incident management type
Supplier-defined controls
Incident management approach
Cloud Direct holds a ISO20000 certification for service management. This is an independent audit of a business’ ability to delivery consistently high-quality IT services. Cloud Direct bases its processes on ITIL® - a comprehensive set of best practices for IT Service Management. The ethos behind ITIL is the recognition that organisations are increasingly dependent on IT in order to meet business needs. This leads to an increased requirement for high quality IT services. All incident management processes are documented and audited in line with this certification.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£0.85 to £41.50 per user per month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Trials are available for 30 days.Depending on your trial aims, trialling the service may not be the most practical way to experience Office 365 so we can provide demonstrations to meet your needs.

Service documents

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