AKITA SYSTEMS LIMITED

Microsoft Dynamics 365 Customer Service (CRM)

Akita’s Dynamics 365 Customer Service implementation rapidly deploys Microsoft’s CRM support and customer service platform, automating case management, omnichannel engagement, insights and workflows to enhance service efficiency and customer satisfaction.

Features

• Microsoft Dynamics 365 Customer Service setup and configuration
• Service process design
• SLA and case management configuration
• Custom workflows and automation
• Omnichannel engagement enablement
• Knowledge base build and optimisation
• Queue and routing setup
• User training and onboarding
• Integration with other systems
• Integration with other systems

Benefits

• Faster customer response times
• Improved service consistency
• Better team productivity
• Enhanced case resolution rates
• Unified customer engagement view
• Effective knowledge sharing
• Reduced manual effort
• Stronger customer satisfaction
• Scalable support operations
• Rapid user adoption

• Education pricing available

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 info@akita.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

554143236806222

Contact

Akita
0330 058 8000
info@akita.co.uk

About the service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The service is delivered as a Microsoft multi-tenant SaaS platform and is subject to Microsoft planned maintenance and update schedules. Internet connectivity is required for access. Functionality and integrations depend on supported Microsoft licences and configurations. Customisation is limited to platform-supported features. Support is provided remotely and is dependent on buyer environment and user configuration
• System requirements:
  • Solid internet connection
  • Supported mobile or desktop operating system
  • Windows 11 laptop or equivalent Mac
  • TLS-encrypted network connectivity
  • Role-based permissions configured by administrators
  • Email service for notifications and alerts
  • Multi-factor authentication enabled where required
  • Administrator access for configuration and governance

User support

• Email or online ticketing support: No
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support only as part of the deployment remit. Additional support services are available at an additional cost.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Akita helps organisations adopt Microsoft Dynamics 365 through a structured onboarding approach designed to accelerate value and minimise disruption. This includes initial environment configuration, role-based user setup, and security and access controls aligned to operational and reporting requirements. Clear, role-relevant user documentation is provided alongside Microsoft guidance to support self-service learning and day-to-day confidence.; ; Akita delivers remote onboarding sessions to introduce users to core Dynamics 365 capabilities such as process automation, data management, reporting, and integration with Microsoft 365. Where required, tailored training can be delivered for administrators, system owners, and end users, ensuring each group understands how to use the platform effectively within their remit. Onsite training can be provided by agreement and at additional cost.; ; Ongoing support and optimisation guidance is available through Akita’s support channels, helping organisations drive user adoption, refine processes, and ensure Dynamics 365 continues to align with evolving business needs and working practices.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Word
• End-of-contract data extraction: When the contract ends, customers can extract their data directly from Microsoft Dynamics 365 using standard, Microsoft-supported tools and interfaces. Data can be exported via Dynamics 365 data export services, Power Platform tools, and administrative features within the Microsoft ecosystem. Core business data, including records, entities, relationships, audit history, and associated documents, can be retained and transferred in commonly used formats suitable for migration or archiving.; ; Akita supports customers by providing clear guidance on data extraction options, permissions, and export processes to ensure continuity and control. Where required, Akita can assist with planning and executing data exports, including validation to confirm data has been successfully retrieved and remains usable. All data extraction activities are carried out in line with Microsoft security controls and customer governance requirements, ensuring continued access to business-critical information prior to service termination.
• End-of-contract process: At the end of the contract, the Dynamics 365 service is transitioned in line with the agreed off-boarding process. Customer access to Dynamics 365 remains available until the contract end date, allowing sufficient time for data extraction, validation, and transition planning. Akita supports an orderly exit by providing guidance on data export options, user access management, and system decommissioning activities.; ; Standard contract pricing includes access to the service for the agreed term, remote support during the notice period, and reasonable assistance with exit-related queries. Business data remains accessible to the customer throughout this period. Additional services, such as extended system access beyond the contract term, assisted migration to alternative platforms, bespoke data exports or reporting, and onsite support, can be provided by agreement and at additional cost. All off-boarding activities are delivered in line with security, data protection, and contractual obligations.
• 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: Streamlined interface and fields
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service is accessed through a web-based interface using supported browsers and Microsoft mobile applications. Users interact with document libraries, lists, pages and collaboration tools through configurable sites and menus. Administrators manage settings, permissions, compliance and governance.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Accessibility is designed and tested by Microsoft in line with WCAG 2.2 AA requirements. Microsoft undertakes regular accessibility testing using assistive technologies such as screen readers, keyboard navigation and high-contrast modes. Akita supports buyers by configuring the service using platform accessibility features and by following Microsoft accessibility guidance. Any accessibility issues identified by users are logged and escalated through standard support processes.
• API: Yes
• What users can and can't do using the API: Dynamics 365 supports multiple API services. These can be accessed either through Microsoft Appsource or via third party software providers
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can customise Dynamics 365 within Microsoft-supported boundaries. Customisable elements include site structures, document libraries, lists, metadata, permissions, retention policies and page layouts. Users can also configure workflows and automation using Microsoft Power Platform tools. Customisation is carried out through the administrator interface,

Scaling

• Independence of resources: Microsoft Dynamics 365 is delivered as a Microsoft-managed, multi-tenant SaaS platform designed to operate at enterprise scale. Microsoft dynamically allocates compute, storage, and network resources across Dynamics 365 environments to manage demand and maintain consistent service performance. Built-in service limits, API throttling, and capacity controls are applied to prevent excessive activity within a single tenant or environment from impacting the wider service.; ; Platform-wide monitoring, resilience, and service level management are enforced by Microsoft to support high availability, performance stability, and fault tolerance. Controls ensure Dynamics 365 delivers a consistent and reliable experience for all customers while supporting secure business operations.

Analytics

• Service usage metrics: Yes
• Metrics types: Dynamics 365 delivers usage and activity metrics covering user access, record creation and updates, system interactions, API usage, and environment performance. Storage consumption and database, file, and log usage are reported at environment and tenant level to support capacity planning and cost management.; ; Additional insights into user engagement, feature adoption, security activity, and audit events are available through Dynamics 365 audit logs, Power Platform analytics, and Microsoft Purview. These metrics support governance, compliance, performance optimisation, and ongoing service management across Dynamics 365 environments.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Other security clearance
• 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
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• 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 export data from Microsoft Dynamics 365 using Microsoft-supported tools and interfaces. Data can be extracted using Dynamics 365 export functionality, Power Platform tools, and administrative features across the Microsoft ecosystem. Exports can be performed at entity, table, or record level, with relationships, metadata, and audit information retained where supported, enabling data to be reused, migrated, or archived as required.
• 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)

Availability and resilience

• Guaranteed availability: Dynamics 365 is provided with a financially backed availability SLA from Microsoft. Microsoft commits to a monthly uptime percentage of at least 99.9% for the service. Availability is measured across the tenant and service components in line with Microsoft’s published SLA definitions. If Microsoft fails to meet the availability commitment, service credits may be applied in accordance with the Microsoft Online Services SLA. Any applicable credits are calculated by Microsoft and applied to the buyer’s service charges. Akita supports buyers by managing service incidents, liaising with Microsoft where required and assisting with SLA reporting and service credit requests. Availability is dependent on factors including planned maintenance, customer network connectivity and correct service configuration.
• Approach to resilience: Microsoft Dynamics 365 is designed to deliver a resilient, always-on service through Microsoft’s global cloud infrastructure. As a Microsoft-managed, multi-tenant SaaS platform, Dynamics 365 is hosted across multiple, geographically distributed data centres, providing built-in redundancy and high availability. Core platform services are continuously monitored, with automated failover and recovery mechanisms in place to minimise service disruption.; ; Data is protected through regular automated backups, configurable retention policies, and platform-level disaster recovery controls. Built-in service limits, throttling, and capacity management prevent abnormal workloads from affecting platform stability, while security and performance are actively monitored by Microsoft. Updates and patches are applied centrally, reducing operational risk and ensuring the platform remains secure and current.; ; Akita complements this resilience by providing proactive service oversight, support escalation, and configuration best practice, helping customers maintain stable operations and recover quickly in the event of service or user-level issues.
• Outage reporting: Microsoft reports service status and outages through Microsoft’s service health capabilities. A public service health dashboard is available to provide visibility of current incidents, advisories and planned maintenance. Administrators can also view detailed service health information through the Microsoft admin centre. Outage notifications and service advisories can be delivered by email to nominated administrators. Service status information is also available via Microsoft APIs for monitoring and integration where required. Akita monitors service health information and supports buyers by interpreting incident updates, providing guidance and managing escalations during service disruptions.

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: Access to management interfaces and support channels is restricted through role-based access controls and authenticated user accounts. Administrative access is limited to authorised personnel using Microsoft Entra ID with enforced permissions and, where required, multi-factor authentication. Support systems restrict access based on user roles, ensuring only approved administrators and support staff can view or manage service configurations. Access rights are reviewed regularly and adjusted in line with role changes or service requirements.
• Access restriction testing frequency: At least once a year
• 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 receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: User-defined

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: Akita follows a formal information security management framework aligned to ISO/IEC 27001. Information security policies cover areas including access control, data protection, incident management, risk management, supplier security and business continuity. Policies are approved at board level and apply across all services. Responsibility for information security sits with a board-level director, supported by senior management and operational teams. Clear reporting lines are in place to escalate security risks, incidents and compliance issues. Security incidents are recorded, investigated and reviewed, with corrective actions tracked to completion. Compliance with information security policies is ensured through mandatory staff training, role-based access controls and documented procedures. Policies and controls are reviewed regularly and updated to reflect changes in risk, technology and regulatory requirements. Internal audits and management reviews are used to monitor effectiveness and drive continual improvement.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Akita follows formal configuration and change management processes aligned with ISO/IEC 27001. Service components and configurations are documented and tracked throughout their lifecycle. Changes are logged, assessed and approved prior to implementation, with records maintained for audit purposes. All changes are reviewed for potential security impact, including access, data protection and service availability considerations. Where required, changes are tested and validated before deployment. Emergency changes follow controlled processes with retrospective review to ensure continued compliance.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Akita’s vulnerability management process identifies, assesses, and reduces security risk across customer environments through monitoring, threat intelligence, and structured remediation. Vulnerabilities are identified using automated scanning tools, vendor advisories, and intelligence from Microsoft and trusted security partners. Findings are assessed by severity, exploitability, and business impact to ensure prioritisation. ; Where Akita delivers managed services, remediation actions such as patching, configuration changes, and mitigation controls are implemented in line with agreed service scopes and change management.; ; Critical vulnerabilities are escalated promptly with clear guidance on risk and required actions.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Akita operates protective monitoring processes aligned with ISO/IEC 27001. Potential security compromises are identified through log monitoring, alerting and incident reporting across supported systems and services. Alerts are reviewed by authorised personnel and assessed for severity and impact. When a potential compromise is identified, incidents are logged, investigated and escalated in line with the incident management process. Containment and remediation actions are taken promptly, with response times prioritised based on risk and service impact. Lessons learned are reviewed to prevent recurrence and improve controls.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Akita operates defined incident management processes aligned with recognised standards. Pre-defined procedures exist for common security and service incidents, ensuring consistent handling and escalation. Users report incidents through phone, email or the support ticketing system. Incidents are logged, prioritised and managed based on severity and impact. Updates are provided to affected users during investigation and resolution. Post-incident reports can be provided on request, outlining the incident, actions taken and any preventative measures implemented.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• 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: 5%
• Between £1,000,001 and £2,500,000: 7%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: British Assessment Bureau (UKAS accredited)
• ISO/IEC 27001 accreditation date: Friday 18 January 2019
• What the ISO/IEC 27001 doesn’t cover: The ISO/IEC 27001 certification does not cover customer-owned systems or infrastructure not managed by Akita Systems Limited, physical security controls at customer premises, end-user devices not under Akita management, or non-IT business activities outside the defined scope of IT support, cloud services, and hosted and recovery services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: British Assessment Bureau (UKAS accredited)
• ISO 9001 accreditation date: Thursday 23 April 2015
• What the ISO 9001 doesn’t cover: The ISO 9001:2015 certification does not cover activities outside the defined scope of IT service delivery, including non-IT business operations, customer-owned systems or processes not managed by Akita Systems Limited, services delivered entirely by third parties outside Akita’s quality management system, and physical site operations at customer premises where Akita does not have operational control.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 56073cca-376a-486b-a991-0f76b99f23b2
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: Cc55b424-1c83-4f89-8550-44e6b24ec430
• Other security certifications: No

Social value

• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

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 info@akita.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.