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

£165 a licence a month

• Education pricing available
• 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

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 jonathan.ward@remarkable.global. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

233745653348969

Contact

Jonathan Ward
07821 644 499
jonathan.ward@remarkable.global

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: The Salesforce solution is multi Cloud and if more complex information is required or extensions need to be made then knowledge of the appropriate Cloud provider are required.
• System requirements:
  • Latest versions of major operating systems
  • All modern browsers supported
  • Appropriate internet band width reqiuired
  • Appropriate hardware based on users and usage
  • Low Network latency
  • Network Security protocols like TLS 1.2 or higher

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Immediate notification of receipt of fault.; Critical fault 30 minutes (system unusable); Urgent Fault 60 minutes (error in a single module); Non-urgent Fault 4 hours (minor impact, still usable)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Volume testing and break testing of CRM models
• Onsite support: Yes, at extra cost
• Support levels: We provide the following support levels ...; - Standard office hours; - Extended office hours; - 24x7 coverage; All are by agreement with the client.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite training can be provided or remote training can be provided. Full documentation of our service can be issued. Online training is also available which can be trainer lead.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: This can be manually performed as the users require. All content and database elements can be extracted, via a robust API, or by using Microsoft SQL Server.
• End-of-contract process: Only extraction of data elements or transferring to another system, are not included in the price of contract.

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: The service when developed for an individual company can operate on any range of devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: SOAP API, REST API, Streaming API, Tooling are
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Full, customized end product testing has been performed with clients which cover the whole range of WCAG and See it right standards,
• API: Yes
• What users can and can't do using the API: Manage salesforce data and Bulk data operations can be performed through the variety of APIs available.
• 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 whole of the end-user fields can be customised, together with the sales stages workflow.

Scaling

• Independence of resources: Fully implemented on Microsoft Azure, or other cloud provider, with configurable regions and levels of usage are available.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage and performance metrics.
• Reporting types:
  • API access
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • Other locations
• 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: 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
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data can be exported via the APIs by Salesforce Dataloader or by Third Party integration.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • JSON

Data-in-transit protection

• Data protection between buyer and supplier networks: Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network: Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Salesforce strives for a very high uptime, historically achieving well above 99.9%
• Approach to resilience: High availability is provided by maintaining acceptable continuous performance despite temporary failures in services, hardware, datacenters or fluctuations in loads. Disaster recovery through protection of an entire region by asynchronous replication for failover of virtual machines and data using Azure Site Recovery, or other cloud provider functionality, and geo-redundant storage is provided. Backup by replication of virtual machines and data to one or more regions using Azure Backup is provided.
• Outage reporting: Outages are reported through the portal and also with email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Only the individuals concerned are allowed access to incident management systems, development systems. Individuals are designed to police particular areas of our development process and report upon these.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access 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: NQA
• ISO/IEC 27001 accreditation date: 06/02/2024
• What the ISO/IEC 27001 doesn’t cover: No exemptions
• 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: We possess the following security policies and processes ...; ; Information Security Management System Statement & Policy; Information Security Management System Manual (ISMS); Office Security Policy; Equipment Provision Policy; Mobile Device Policy; Personal Device Policy (BYOD); Access Control Policy; Password Policy; Collaboration Software Policy; Handling and Destruction of Data; Remarkable Consulting Workplace Visitors' Policy; Quality Management Policy

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Unit testing of a solution is performed by a developer and when they are satisfied is passed to a Development Manager for code inspection. When this has been passed the solution goes to formal Quality Control with a promotion of the solution to the QA environment. When this has passed QA testing the solution is moved to Integration environment where it can be inspected by the client. When this has been approved it is moved to the production environment. At any of the stages if failure occurs then the solution goes back to the developer and the process is restarted.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We monitor logs, use security and vulnerability software to detect any incidents. Dependent upon the severity we would look to deploy patches in 2 weeks (earlier if more severe).
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We monitor systems regularly for potential intrusion and depending upon the severity of any findings would seek to remedy these within a week.
• Incident management type: Supplier-defined controls
• Incident management approach: The client will have entered into a particular support category, typically office hours, extended hours or 24x7 coverage and these will determine the metrics of the service level agreement. ; Incidents can be reported using our incident management software and is categorized into Critical, Urgent or Non-urgent by in house staff. The issue is then scheduled to be rectified, and at this point, if any temporary fix is needed, then this is applied. The issue is monitored using the incident management system which the client has access to. It is reported upon at the status meetings and cleared, tested.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Salesforce is committed to sustainability and has set ambitious goals to reduce their carbon footprint. They utilize renewable energy sources to power their data centers and invest in initiatives to offset their emissions.; Many Salesforce customers use the cloud platform to implement sustainable business practices. Salesforce can help organizations track their environmental impact, optimize their supply chains, and develop more sustainable products.; Salesforce promotes the development of cloud-based solutions specifically designed to address sustainability challenges. These solutions can help organizations improve energy efficiency, reduce waste, and track environmental data.

  Covid-19 recovery

  Salesforce Cloud facilitates remote work through cloud-based solutions, which was essential during the Covid-19 lockdowns. This allows businesses to maintain operations and keep employees safe.

  Tackling economic inequality

  Salesforce offers editions specifically designed for small businesses at affordable rates. This can help level the playing field by providing small businesses with powerful customer relationship management to grow their organisations.

  Equal opportunity

  Salesforce offers tools to track workforce demographics, identify and address unconscious bias, and promote a more inclusive work environment. This can help level the playing field for qualified individuals from all backgrounds by ensuring they have an equal opportunity to be hired and succeed within the organization.

  Wellbeing

  Salesforce Cloud features can promote work-life balance and employee wellbeing by streamlining workflows, automating tasks, and improving communication. This can reduce stress, improve productivity, and create a more positive work environment for employees.

Pricing

• Price: £165 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: - 30 Day free trial ; - Access to Service Cloud
• Link to free trial: https://www.salesforce.com/eu/form/signup/freetrial-service/?d=pb

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 jonathan.ward@remarkable.global. Tell them what format you need. It will help if you say what assistive technology you use.