VISIONET EMEA LIMITED

Visionet Implementation Services - Salesforce Commerce

Visionet provides implementation, configuration, integration and support services for Salesforce Commerce solutions, enabling public sector organisations to deliver secure, scalable digital commerce and quote-to-cash journeys. The service covers Salesforce Commerce Cloud and CPQ, supporting product configuration, pricing, quoting, ordering and integrations with existing CRM and enterprise systems.

Features

• End-to-end digital commerce journey design and implementation
• Configurable product catalogues, pricing and discount structures
• Quote-to-cash automation using Salesforce CPQ
• Seamless integration with Salesforce CRM and core systems
• Secure transactional workflows with role-based access controls
• Scalable architecture supporting complex and high-volume transactions
• API-driven integrations with finance, ERP and payment platforms
• Real-time visibility of orders, quotes and commercial data
• Flexible configuration supporting public sector procurement processes
• Ongoing optimisation, upgrades and managed commerce support

Benefits

• Boost digital revenue by up to 29 % post-migration.
• Deliver 99.99 % uptime for mission-critical ecommerce operations.
• Automate merchandising 27 % faster for nimble catalogue management.
• Achieve 27 % ROI and faster commerce decision-making.
• Personalise shopping to increase revenue 15-20 % via AI.
• Integrate B2B/B2C storefronts to unify commerce channels.
• Scale storefronts instantly during traffic surges without manual scaling.
• Manage orders, pricing and inventory from central dashboard.
• Improve customer retention with tailored experiences and insights.
• Launch updated storefronts rapidly without developer dependency.

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 jawad.a.khan@visionet.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

544111795601186

Contact

Jawad A Khan
+447721235694
jawad.a.khan@visionet.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Digital commerce
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None - As it is controlled by Salesforce
• System requirements:
  • Reliable internet connectivity with TLS-secured access to Salesforce services.
  • Common web browser e.g. Edge, Firefox, Google Chrome
  • Compatible identity provider if single sign-on is required.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Visionet has the ability to provide email or online ticketing support 24/7. Our expectation is that the ticket tracking system is cloud based, accessible remotely, and available 24/7/365 in order to provide real-time, on-demand support from anywhere. We assume SOC Service Desk Plus support ticket tracking system has integrated tools to support the monitoring, tracking, and reporting of incidents. These tools are necessary in order to issue reports and track our compliance with agreed upon service level targets as well as to identify trends in call topics, peak volume times, and subsequently identify potential areas of improvement in operational efficiency.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Yes, we use Microsoft Teams for chat.
• Onsite support: Yes, at extra cost
• Support levels: At Visionet, our comprehensive support framework adheres to ITIL standards, delivering 1st, 2nd, and 3rd line support to both public and private sector clients. Our incident management process ensures swift resolution. Each client receives a dedicated Account Manager and Client Partner for personalized attention. We offer a unified support model manned by cloud support engineers, with optional weekend phone support available upon request. Our proactive approach prioritizes short-term issue resolution alongside long-term fixes. An established escalation process guarantees swift resolution, overseen by designated Account Managers who conduct monthly reviews, either remotely or on-site. Performance is monitored through KPIs aligned with SLAs and other critical support metrics. Security clearance is a fundamental aspect of our staff training and policy.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: At Visionet, we understand that successful digital commerce delivery depends on rapid onboarding, effective configuration and strong user adoption. We provide a structured approach to help organisations start using Salesforce Commerce quickly and confidently.; ; Our onboarding approach includes an initial discovery and needs assessment to understand commercial, operational and integration requirements. Based on this, Visionet designs and delivers a tailored implementation plan covering storefront setup, product catalogues, pricing, integrations and governance.; ; We provide role-based training delivered by experienced Visionet consultants, including remote and online training sessions aligned to business and administrative users. Training focuses on day-to-day commerce operations, configuration and best-practice usage of Salesforce Commerce.; ; Visionet also provides user documentation and access to Salesforce and Visionet best-practice materials. Post-go-live, we offer ongoing support, optimisation and advisory services to ensure continued adoption, performance and operational effectiveness.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users can extract their data using Salesforce’s standard data export tools and APIs. Visionet can support data extraction and handover as part of offboarding, in line with customer requirements and Salesforce platform capabilities.
• End-of-contract process: At the end of the contract, Visionet will support an orderly offboarding process. This includes knowledge handover and guidance on extracting customer data using Salesforce’s standard tools. Data extraction support and transition assistance are included where agreed. Any additional activities beyond standard offboarding, such as extended support or bespoke data transformation, may be provided at additional cost. Ongoing access to Salesforce is subject to the customer’s agreement with Salesforce.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Salesforce Commerce storefronts deliver the same functional capabilities across mobile and desktop using responsive design. On mobile devices, layouts are optimised for touch interaction and smaller screens, prioritising core buying and browsing journeys. Desktop access supports more detailed administration, catalogue management, configuration and reporting activities.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Salesforce Commerce provides a web-based service interface accessed through a standard web browser. The service includes configurable storefront interfaces for end users and a browser-based administration interface (Business Manager) for managing products, pricing, promotions, orders and content.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Visionet does not carry out independent assistive technology testing of the Salesforce user interface. Accessibility testing of the core service interface is conducted by Salesforce as part of its product development lifecycle, including testing with assistive technologies such as screen readers and keyboard navigation. Configuration and customisation delivered under this service follow Salesforce accessibility best practices to maintain conformance.
• API: Yes
• What users can and can't do using the API: Salesforce Commerce provides documented APIs that allow users to integrate and interact with commerce data and processes.; ; Users can use the APIs to:; ; 1. Retrieve and update product catalogue data, pricing and inventory; 2. Create, read and update orders and customer records; 3. Integrate commerce transactions with Salesforce CRM and external systems; 4. Automate operational processes such as order synchronisation and fulfilment updates; ; Users cannot use the APIs to:; ; 1. Provision or deploy the Salesforce Commerce platform; 2. Modify core platform configuration, security models or infrastructure; 3. Bypass Salesforce role-based access controls or licensing constraints; ; Limitations:; ; 1. Initial service setup, environment provisioning and core configuration are performed through Salesforce’s web-based administration tools, not via APIs; 2. API access is governed by Salesforce permissions, licensing and usage limits; 3. APIs support operational and integration use cases rather than full platform administration
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Salesforce Commerce supports extensive configuration and customisation within the boundaries of the managed SaaS platform.; ; What can be customised - ; 1. Storefront design, layouts and user journeys; 2. Product catalogues, pricing, promotions and rules; 3. Checkout flows, payment and shipping options; 4. Content, localisation and language settings; 5. Integration behaviour using standard APIs; ; How users can customise - ; 1. Using Salesforce Commerce Cloud’s browser-based administration interface (Business Manager); 2. Through configuration, metadata and supported extensions; 3. Via documented APIs for integration and operational automation; ; Who can customise - ; 1. Authorised customer administrators; 2. Accredited implementation partners delivering the service; 3. Subject to Salesforce role-based permissions and licensing

Scaling

• Independence of resources: Visionet does not manage or control underlying infrastructure, tenancy isolation or capacity allocation, which are fully managed by Salesforce.; ; Salesforce operates a multi-tenant SaaS platform designed to isolate customer data and workloads. The platform uses logical separation, governor limits and resource management controls to prevent individual customers or users from consuming disproportionate resources. Salesforce monitors performance and capacity continuously to maintain service availability and consistent performance across tenants.

Analytics

• Service usage metrics: Yes
• Metrics types: Salesforce Commerce provides a range of operational and performance metrics through its standard reporting, dashboards and monitoring capabilities.; ; The service provides metrics including:; 1. Storefront availability and uptime; 2. Order volumes, transaction success rates and conversion metrics; 3. Page performance and site responsiveness; 4. Catalogue, pricing and promotion performance; 5. Order fulfilment and processing status; 6. API usage and integration activity; 7. User activity and administrative actions; ; Metrics are available through Salesforce’s browser-based reporting tools and dashboards, enabling authorised users to monitor service performance and operational effectiveness. Metrics availability is subject to Salesforce role-based permissions and licensing.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can export their data using Salesforce’s standard reporting, data export and API tools. Data can be extracted on demand or on a scheduled basis in common formats such as CSV. Where required, authorised users or Visionet can also export data using Salesforce APIs to support integration.
• 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)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Salesforce also uses internal network security controls, including secure service-to-service authentication, network segmentation and continuous monitoring within its multi-tenant infrastructure. These protections are not VPN-based and are managed entirely by Salesforce.

Availability and resilience

• Guaranteed availability: Availability is provided in line with Salesforce’s standard service availability commitments. Salesforce targets 99.9% monthly uptime for the core platform, excluding planned maintenance. Service availability and incidents are published via Salesforce Trust. Service credits for availability failures are governed by the customer’s direct agreement with Salesforce. Visionet does not provide separate infrastructure SLAs but supports customers with incident management, monitoring and escalation in line with agreed support arrangements.
• Approach to resilience: The service is delivered on Salesforce’s resilient, multi-tenant cloud platform. Salesforce operates geographically distributed data centres with redundancy across compute, storage and network components. Data is replicated to support high availability and disaster recovery. Platform resilience is supported through continuous monitoring, automated failover, regular backup processes and tested incident response procedures. Availability and resilience information is published via Salesforce Trust, and resilience controls are independently audited as part of Salesforce’s compliance programme.
• Outage reporting: Service outages and incidents are reported through Salesforce Trust (https://status.salesforce.com/), which provides a public, real-time availability and incident dashboard. Salesforce publishes incident details, status updates and post-incident reports. Customers can subscribe to email notifications for service disruptions affecting their instance. Availability and incident information can also be accessed programmatically through Salesforce Trust data feeds.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Visionet has restricted access to all the instances which is controlled by MFA and PAM with role based security.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: 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: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Compliant with SOC 1 and 2, ISO27001, PCI-DSS, GDPR
• Information security policies and processes: Visionet work in adherence to Industry and Salesforce Security standards, with Salesforce complying to ISO/IEC 27001 and SSAE-18 / ISAE 3402.; ; Visionet have an ISO27001-certified information security management system, which is subject to internal and external audit. We are also certified to Cyber Essentials and Cyber Essentials Plus standards.; ; Lastly, We have rigorous induction and training methods which ensure policies are followed. Reporting structure is also available on request.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Visionet follows a documented change management process aligned to Salesforce best practices. Salesforce components (such as configuration, metadata, automation and integrations) are tracked throughout their lifecycle using sandbox environments, deployment records and versioned configuration. Changes are designed, tested and validated in non-production environments before release. Each change is assessed for potential security impact by reviewing permissions, data access, sharing rules and automation behaviour prior to deployment.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Visionet comply with ISO 27001:2022 standards. For VA/PT/SAST/DAST Visionet has implemented Rapid 7, Nessus, HCL AppSCan, and Veracode. Also VA is executed internally and by external third party vendors.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Visionet relies on Salesforce’s built-in security monitoring and audit capabilities to identify potential compromises, including login history, event monitoring logs, field history tracking and security alerts provided by the Salesforce platform. Salesforce continuously monitors the underlying infrastructure and publishes security incidents via Salesforce Trust.; ; When a potential security issue is identified, Visionet responds by reviewing Salesforce audit logs, validating user access, permissions and configuration changes, and taking corrective action in line with customer procedures. Incidents are escalated promptly, with response times aligned to the severity and customer support agreements.
• Incident management type: Supplier-defined controls
• Incident management approach: Yes, Visionet has pre-defined processes for common events. Visionet has well defined procedure on incident management. The team is monitoring 24x7 events and control the incidents in real time. The incident reports are available and can be provided as and when requested by the customers via email. Visionet also offers a whistle-blowing hotline for anonymous report submission.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 1%
• Between £1,000,001 and £2,500,000: 2%
• Between £2,500,001 and £5,000,000: 3%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: GMS INTERCERT SERVICES
• ISO/IEC 27001 accreditation date: Wednesday 23 June 2021
• What the ISO/IEC 27001 doesn’t cover: Not Applicable
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: GMS INTERCERT SERVICES
• ISO 9001 accreditation date: Thursday 13 March 2025
• What the ISO 9001 doesn’t cover: Not Applicable
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Friday 1 March 2024
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Not Applicable
• PCI certification: Yes
• Who accredited the PCI DSS certification: Sysnet Global Solutions
• PCI DSS accreditation date: Tuesday 12 December 2023
• What the PCI DSS doesn’t cover: Not Applicable
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E7f12ebf-757f-4ba2-b918-a2e69c4308b5
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Dea421ad-56e2-44f5-ae1d-8208ca0ca92b
• Other security certifications: Yes
• Any other security certifications:
  • SOC1 TYPE 2
  • SOC2 TYPE 2
  • ISO 27001:2022, 27701
  • HIPPA Compliant
  • GDPR

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 jawad.a.khan@visionet.com. Tell them what format you need. It will help if you say what assistive technology you use.