Remarkable

Salesforce Cloud

Salesforce Cloud is a comprehensive suite of cloud-based applications designed to manage customer relationships (CRM) and various aspects of business. It goes beyond just a traditional CRM, offering a unified platform with a range of functionalities which can be selected as required.

Features

• Sales Cloud to manage the sales lifecycle
• Service Cloud to manage customer interactions
• Marketing Cloud Engagement to automate marketing campaigns
• Community Cloud to manage online communities
• Commerce Cloud manages B2B and B2C commerce
• Experience Cloud to build custom apps
• Tableau CRM for AI assisted analytics
• Salesforce IoT Cloud for IoT devices collecting data

Benefits

• Scalable addition of functionality as a business grows
• Seamless integration with other products
• Cutomisation of facilities and custom extensions
• Mobile device access
• Robust Data security features
• Flexible pricing model as facilities expand

• Free trial 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 paul@remarkable.global. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

101682547349132

Contact

Paul Stephen
07785 523033
paul@remarkable.global

About your 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: Yes. The service is provided as a fully managed SaaS offering. Buyers use the platform through configuration and supported APIs, and do not have access to or control over the underlying infrastructure. Service functionality, data storage, and updates are managed by the service provider.
• System requirements:
  • Accessed through a browser
  • Requires public internet
  • Standard https connectivity

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Support queries are acknowledged and responded to within one business day during business hours. Issues are prioritised based on impact and urgency, with critical issues handled as a priority.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support is provided through defined support levels based on the nature and priority of the issue. Requests are logged via email or an online ticketing system and prioritised according to impact and urgency. Support covers service usage, configuration guidance, and issue investigation, with escalation to the software provider where required. Support availability and response times are aligned with agreed service arrangements.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Users are supported in getting started through onboarding guidance, documentation, and access to support services. This includes assistance with initial setup, configuration, user access, and integration where required. Ongoing support is available through email and online ticketing to help users adopt and use the service effectively.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users can extract their data using the service’s built-in export tools and supported APIs. Data extraction can be performed during the contract term and at contract end to enable buyers to retain a copy of their data in commonly used open formats.
• End-of-contract process: At the end of the contract, users retain the ability to access the service for the purposes of exporting their data in line with agreed terms. Following contract expiry and completion of data extraction, access to the service is removed and data is handled in accordance with the service’s data retention and sanitisation processes.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile service provides access to core functionality, including viewing and updating records, managing tasks, and accessing key information while on the move. The desktop service provides the full range of functionality, including advanced configuration, administration, and reporting features, which are primarily accessed through the desktop interface.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service is accessed through a web-based interface available via a modern browser. The interface provides role-based access to customer and business records, workflows, dashboards, and reporting tools. Users can view and manage data, perform day-to-day activities, and configure permitted settings according to their assigned roles and permissions. The interface is configurable to support different user roles and operational requirements.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Accessibility is considered as part of the design and ongoing development of the service. Interface testing includes accessibility reviews aligned with recognised standards and the use of assistive technologies to assess usability. Feedback from accessibility testing and user input is used to inform improvements and updates to the service interface
• API: Yes
• What users can and can't do using the API: The service provides APIs that allow authorised users and systems to access, create, update, and export customer and business data, automate workflows, and integrate the service with other applications and reporting tools. APIs support data exchange and process automation within the scope of the user’s permissions.; ; APIs cannot be used to modify or access the underlying platform infrastructure, security controls, or system-level configuration. Users cannot bypass access controls, alter service availability, or make unsupported changes to the core platform through the API.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise the service through configuration rather than changes to the underlying platform. Customisation options include configuring data models, workflows, user roles and permissions, dashboards, reports, and integrations using supported tools and APIs. All customisation is performed within the service’s supported configuration framework.

Scaling

• Independence of resources: The service is delivered using a multi-tenant, cloud-based architecture designed to manage demand across users. Capacity management, resource allocation, and monitoring controls are used to ensure fair use of shared resources and to minimise the impact of individual user demand on overall service performance. These measures support consistent service availability for all users.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides metrics relating to service usage and operational performance. These include information on user activity, system usage, and service availability. Metrics are used to support monitoring, reporting, and service management and are made available through service dashboards, reporting tools, or on request where appropriate.
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Salesforce

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:
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users can export their data using built-in data export tools and supported APIs. These mechanisms allow authorised users to extract data for reporting, backup, or migration purposes during the contract term and at contract end.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

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 service is designed to provide high availability and is delivered using resilient, cloud-based infrastructure. Availability is monitored continuously and managed through operational processes designed to minimise disruption and support continuity of service.
• Approach to resilience: The service is designed using a cloud-based architecture that supports resilience through redundancy, monitoring, and managed scaling. Components are designed to tolerate failure, and operational processes are in place to detect and respond to issues quickly. These measures help minimise the impact of incidents and support continued service availability.
• Outage reporting: Service outages and significant incidents are communicated to users through service notifications and support channels. Where appropriate, updates are provided to keep users informed of the status and progress of issue resolution.

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 to authorised users only. Access is controlled through authenticated user accounts with role-based permissions, ensuring users can only access functions appropriate to their role. Administrative access is limited to designated personnel and protected using additional security controls such as multi-factor authentication. Access to support channels is restricted to authorised customer contacts, with requests logged and managed through controlled ticketing processes. Access rights are reviewed and updated as roles change or access is no longer required.
• 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 have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• 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: The organisation follows documented information security policies and processes aligned with recognised industry standards. These include policies and processes covering risk management, access control, secure software development, vulnerability and patch management, incident response, data protection, and business continuity. Policies and processes are reviewed and updated regularly to reflect changes in risk, technology, and regulatory requirements.
• 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: Configuration and change management are governed by documented processes aligned with recognised industry standards. Changes are assessed for risk and impact, reviewed and approved prior to implementation, and tested before deployment. Changes are implemented in a controlled manner with monitoring in place to identify issues and support rollback where required. Configuration baselines and change records are maintained, and processes are reviewed regularly to ensure continued effectiveness.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Vulnerabilities are managed through a documented process aligned with recognised industry standards. This includes regular vulnerability scanning and assessment, independent security testing, and review of relevant security advisories. Identified vulnerabilities are assessed for risk and prioritised based on impact and likelihood. Remediation actions are tracked and implemented in a controlled manner, with verification carried out to confirm resolution.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Protective monitoring is carried out through continuous logging and monitoring of the service to detect security events and anomalous activity. Logs and alerts are reviewed to identify potential incidents, and monitoring outputs are used to support investigation and response activities. Monitoring processes are aligned with recognised security standards and are reviewed and updated on an ongoing basis.
• 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: Incident management is governed by documented processes aligned with recognised industry standards. Security and service incidents are identified through monitoring and reporting mechanisms, assessed for impact and severity, and managed through defined response and escalation procedures. Incidents are investigated, actions are taken to contain and resolve the issue, and lessons learned are used to inform continuous improvement.
• 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: No
• Free trial available: Yes
• Description of free trial: A free trial version of the service may be available for evaluation. The trial provides limited access to standard features for evaluation and non-production use only. Usage limits and restrictions apply. It is provided for a limited time period, after which paid subscription is required to continue using the service.

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

• Less than £250,000: 5%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Tuesday 6 February 2024
• What the ISO/IEC 27001 doesn’t cover: The supplier’s ISO/IEC 27001 certification covers the information security management system (ISMS) operated by the supplier, including people, processes, and systems under the supplier’s direct control.; ; The certification does not extend to the underlying cloud infrastructure or SaaS platforms operated by third-party providers (such as Optimizely or Sitecore), which are outside the supplier’s operational control. Those platforms are covered by their own independently audited security certifications and controls.; ; ISO/IEC 27001 certification does not guarantee the absolute prevention of all security incidents, nor does it cover customer-managed configurations, end-user devices, or security controls implemented solely by the customer. Responsibilities are shared in accordance with the service delivery model and contractual arrangements.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 8e128f4d-1cde-4b93-9caf-a916149b04c3
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: No

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
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • 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
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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
    • 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
    • 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 paul@remarkable.global. Tell them what format you need. It will help if you say what assistive technology you use.