CloudSource Ltd

Microsoft Dynamics 365 Managed Services (CRM)

CloudSource offer end-to-end managed services, from helpdesk support, technical upgrades, prototyping, and change requests for Microsoft Dynamics 365.

CloudSource’s managed service enables public sector organisations to guarantee business continuity and availability of digital services for citizens and/or public servants.

Features

• Market leading expertise from a Microsoft Gold Partner
• End-to-end managed service
• Managed service uses integrated tools technology
• Service transition to business-as-usual continuity team
• Mirror customer working practices
• Continuous service improvement built in
• Business change management and delivery
• Managed service uses governance to reduce costs through industrialisation

Benefits

• Cost optimisation of managed service
• Secure accredited managed service
• Tailored SLAs to meet client service requirements
• Ability to draw upon wide range of skills as required
• Change delivered based on user needs
• Faster resolution of issues
• Innovating new ideas to drive better outcomes for end users
• Lessons learnt incorporated into future releases optimising change delivery
• Scalable flexible service with flexible commercial model to suit needs
• Continuous improvement of service as it 's defined and maintained

£1,000 a unit

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 susannah.williams@cloudsource.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

159069214650044

Contact

Susannah Williams
07813082217
susannah.williams@cloudsource.uk.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: None (delivered SaaS).

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: This would be dependent on the client requirements and agreed ‘response’ service level agreement (SLA). We operate a number of different bespoke SLA models across our client base.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Chat is instigated through the CloudSource support portal.
• Onsite support: Yes, at extra cost
• Support levels: CloudSource provide second line support to the client's Business Support Teams which are available via Portal, phone and email. An issue or request is captured as a ticket and progressed by a Support Consultant.; ; Support levels are based on severity of the issue ranging from P1 (critical) to P4. ; Response Times are:; P1 - 30 mins; P2- 1 Hrs; P3 - 4 Hrs; P4 - Next day; ; A Support Consultant is allocated to the issue to resolve, with an ability to call on other resources within the Managed Services department or the wider development, testing, consulting or project management teams within the company.; ; We operate various commercial models for support ranging from pure 'Time & Materials' (T&M) through to premium support with a one-off cost for unlimited consumption. Standard T&M hourly support costs are currently £130 per hour plus an annual retainer fee dependent on complexity of a solution. Premium support models will need to be priced on an individual bid basis.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: To access the Dynamics 365 module the end user needs to be allocated the required software license.; ; CloudSource makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 Service. ; ; Microsoft offers a range of services to organisations, e.g. FastTrack to aid onboarding to the service, and the Dynamics Learning Portal to help partners and organisations optimise the use of the service.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the Azure Synapse Link for Dataverse.
• End-of-contract process: CloudSource have an established knowledge and information transfer set of processes that enables end clients to take full control of all data and systems.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Configurable to client requirements.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Application Programmable Interface.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: You can: Access Dynamics 365 Programmatically.; ; You cannot: Direct access the database.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Dynamics 365 application is a modular app built to provide capabilities tailored for caseworkers and case managers. As an administrator or customizer, you can easily customise the tables, dashboards, forms, views, charts, and business processes included in the Dynamics 365 application using the app designer, without having to write any code

Scaling

• Independence of resources: Delivered SaaS to the performance metrics guaranteed by Microsoft for their data centre.

Analytics

• Service usage metrics: Yes
• Metrics types: Organisation service metrics are available through out of box Microsoft Dynamics 365 module, reporting features, for example:; the trend of active users over time;; your top users across the system;; the level of usage of data entry forms, dashboards or reports;; most utilised e.g. leads, accounts, contacts or opportunities.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• 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: Up to Security Clearance (SC)

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 3.0)
• Penetration testing frequency: Never
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the Azure Synapse Link for Dataverse.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML, TXT, CSV and XLSX.
• Data import formats:
  • CSV
  • Other
• Other data import formats: CSV and XLSX.

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Please refer to:; https://docs.microsoft.com/en-us/azure/best-practices-network-security
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Please refer to:; https://docs.microsoft.com/en-us/azure/best-practices-network-security

Availability and resilience

• Guaranteed availability: Microsoft commit up to 99.99% availability for the Dynamics 365 service provided by their data centre.
• Approach to resilience: This information is available on request
• Outage reporting: Outage reporting methods include but are not limited to Public Dashboards, APIs and Email Alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: CloudSource will restrict access via the Microsoft Dynamics 365 security model and license allocation.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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 have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• 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: QMS International Ltd
• ISO/IEC 27001 accreditation date: 06/12/2020
• What the ISO/IEC 27001 doesn’t cover: No exceptions
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: CloudSource has designed detailed policies for information security with ultimate responsibility resting with our Senior Management Team.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: CloudSource follows a proven Configuration and Change Management process to maintain the integrity of services. We work with customers to ensure that changes and configurations are performed in line with agreed Change Management processes to reduce overall risk. As part of the overall contract governance, we propose that a Change Advisory Board (CAB) is established that approves proposed changes and assists in the security assessment and prioritisation of any changes. The CAB should be composed of major stakeholders impacted by potential changes to the services and technical staff responsible for the system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: CloudSource’s approach to vulnerability management is agreed with Customers in line with their project requirements.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Please refer to:; https://docs.microsoft.com/en-us/azure/security/fundamentals/threat-detection
• Incident management type: Supplier-defined controls
• Incident management approach: Please refer to:; https://docs.microsoft.com/en-us/compliance/assurance/assurance-incident-management

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

Social Value

• Fighting climate change:

  Fighting climate change

  At CloudSource, since formation we have taken steps to encourage all of our staff to take public transport where possible, even supporting staff through subsidising train travel. All of our company vehicles are electric. We encourage the use of online meetings instead of business travel where possible, and in this way also influence our customers and suppliers to consider the environmental impact of their actions. Our team have always been set up to work fully remotely and this has been the case since before COVID-19.; Our IT Hardware suppliers are chosen carefully, and consideration is given to the re-use and recycling of hardware. Obsolete kit is sent for secure destruction and then recycling rather than landfill. Waste from home and offices are recycled as much as possible.; We work with our staff to ensure they consider the environmental impact of their home working environment too. This is evidenced by our Environmental Policy. ; We operate a Paper-free office utilising only Cloud storage, with no usage of printers, toner, or paper used.; CloudSource are working towards net zero greenhouse emissions and will be obtaining ISO 14001 to further demonstrate our commitment to achieving net zero.
• Covid-19 recovery:

  Covid-19 recovery

  CloudSource support public sector organisations to manage and recover from COVID-19 by digitising their operations to enable them to provide more efficient and effective services. We take a consultative, collaborative, client focused approach and bring expertise in digitising central government, regulatory bodies, and healthcare organisations. We support organisations to deliver the highest possible standards of public service and achieve improved stakeholder and citizen engagement in an ever-changing world.; For public sector organisations to achieve their full digital potential, CloudSource advise and guide by driving strategy, mobilising complex transformational programmes of work and harness the power of Microsoft Cloud Technology with Azure Services, Dynamics 365, and the Power Platform to deliver more value in less time through a modernised technology platform.; Our well-versed blueprint for digital transformation within the public sector includes commonly found business processes, that include Citizen & Stakeholder Engagement, On-boarding, Complaints and Enquiries, Freedom of Information (FOI), Data Protection Act (DPA), Ministerial Correspondence, Streamlining of Contracts Management are to name just a few. Our blueprint also contains a much longer list of business processes that are more unique to Central Government Departments, Regulatory Bodies and Healthcare organisations that ensure compliance, transparency, benefit to citizens, businesses and the environment.; At CloudSource we have also taken steps to support our team in recovering from COVID-19 by providing private healthcare, including a mental health and wellbeing package, which reduces the burden on NHS services.; We have implemented hybrid working to take into account employees who are not able to return to office working or need to shield, and for those who are able to return we have a safe working environment and have implemented COVID-19 safety procedures which involves a separate risk assessment.
• Tackling economic inequality:

  Tackling economic inequality

  Maximising value to our clients, industry, and wider communities is a CloudSource priority. We will address industry skills gaps, supporting and inspiring future generations, promoting industry-wide advancements.; CloudSource will offer additional educational opportunities, through a combination of Level 3 Apprenticeships, Graduate Scheme, and Industry Placement. This will be achieved using existing links with educational institutions and employee referrals. Our COO will establish new links, advertising opportunities both locally and in deprived areas or where there are those who face barriers to employment and opportunities.; Adding value, Apprentices will be paid a full salary at CloudSource’s cost. ; We will also continue to train and develop our workforce, funding:; • Annual Microsoft Certified Partner exams; • PSM1 Certification (Project Management); • PROSCI Change Management training; ; CloudSource has developed a unique internal Mentorship Program: a 12-month program designed to develop the next generation of consultants. Mentees gain invaluable hands-on live-project experience, delivering additional project value but are not billed to clients. This scheme provides benefit to the customer in that they receive quality consultancy at no cost to themselves, but also serves to influence staff, suppliers and customers to support these employment opportunities as it provides mutual benefit and measurable outcomes.; CloudSource support the development of scalable and future-proofed new methods to modernise delivery and increase productivity. We do this by helping organisations to define a customer-focused process designed through a customer centric lens, powered by cloud solutions, optimised by digital collaborative design workshops and scalable through seasonal disruption. We build strategic alliances with industry partners in our client’s ecosystem and help clients to execute their digital strategy with their leadership and governance team.
• Equal opportunity:

  Equal opportunity

  CloudSource are driving positive change, championing diversity in a traditionally non-diverse industry. Ultimately, we will maximise inclusivity of opportunity, dismantling longstanding access barriers. ; Equality and Diversity are embedded in our culture. These are demonstrated by our Current workforce diversity statistics:; 38% are female, with 12% being female and in a senior/management role.; 58% are from an ethnic minority background.; 27% are female, from an ethnic minority background and are in a technical role.; 10 nationalities are represented. ; Encouraging diverse representation by creating new opportunities for young people will include introducing an annual two-week work experience placement at our London office, open to young women and underrepresented ethnic minority groups in ages 18-24. We plan to contact schools/colleges to advertise this opportunity, targeting deprived areas.; Visibility and Representation are vital in encouraging and inspiring traditionally marginalised groups. We have multiple strategies to maximise diverse representation and visibility:; • Our Careers video includes testimonials from employees of diverse ages, genders, ethnicities. ; • We will attend local schools’ careers fairs annually with female and ethnic minority representation. ; • Incorporate pride flag colours into our logo during Pride Month, and support London Pride. ; We believe we do not have any barriers to disabled people in employment at CloudSource. Our offices have full disabled access, and our joiners process takes into account any reasonable adjustments required. Note – this takes place only after an offer of employment has been made and accepted. We also offer hybrid working to further support employment opportunities from disabled people.
• Wellbeing:

  Wellbeing

  At CloudSource we have created an environment where our staff feel supported and encouraged to bring their authentic selves to work. We have created a professional yet caring environment for our staff to really thrive and achieve their best. This is achieved through a highly respectful culture, one which celebrates everyone’s strengths and talents, while supporting them to grow and develop new skills at their own pace. We ensure that staff are supported with regular 1-2-1 sessions with managers and mentors, to help support them with any issues they may encounter. As we are a small company this means we develop a closer relationship with our team than may happen in larger organisations and means we can help support with any mental or physical issues if needed.; We have a comprehensive private medical insurance policy in place which includes mental health support and is fully funded by CloudSource, as we do not want the cost of private medical insurance to be a barrier to our employees gaining the help and support they need, both mentally and physically.; We also try to support our employee’s religious observance where operationally possible. We will try, on request, to amend an employee's working pattern so that breaks can be given at times that coincide with their needs for religious observance. As an alternative, we will, where possible, give employees reasonable time off during working hours for religious observance

Pricing

• Price: £1,000 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 28 day trial period.
• Link to free trial: Www.cloudsource.uk.com/contact

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 susannah.williams@cloudsource.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.