Zoho SaaS Implementation, Integration Licensing and Support

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Private cloud

Hybrid cloud
Service constraints: Zoho have planned maintenance and mostly the services would be accessible. The planned maintenance will be communicated to the users via flyers, and in-app banners.
System requirements: Windows / Linux / Mac OS X

Safari 13

Google Chrome 73

Mozilla Firefox 69

Edge 79

Opera 60

Install Acrobat reader & Spreadsheet viewer (optional)

Necessary to use browsers, APIs, and Plugins support TLS v1.2

User support

Email or online ticketing support: Yes, at extra cost
Support response times: We provide standard levels of service which are detailed below, and clients have the opportunity to request enhanced service levels and further SLAs if required. All incidents will be acknowledged by our teams within 2 hours. We aim for 100% availability of service, and the Zoho solution has 99.9% uptime with real time availability published live. We typically use the following definitions for assigning severity to incidents, however enhanced SLAs can be provided e.g. 24/7.

Critical incident resolution: 2 days.
Major incident resolution: 3 days.
Moderate incident resolution: 10 days.
Major incident resolution: 3 days.
Cosmetic incident resolution: 30 days.
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: Yes, at an extra cost
Web chat support availability: 24 hours, 7 days a week
Web chat support accessibility standard: None or don’t know
How the web chat support is accessible: Available at an extra cost through Service Desk.
Web chat accessibility testing: N/A
Onsite support: Yes, at extra cost
Support levels: Deloitte have a dedicated Service Management team compromised of technical and service delivery professionals. We typically provide support to you require at the following levels:

Level 0: We provide end-to-end management of all incidents, through to client confirmed resolution, in adherence to all service level objectives. All issues are logged via our online ServiceNow portal, giving visibility of incident status, with detailed weekly reporting providing an overview of the performance of the service.

Level 1: Incident triage and resolution of any configuration issues. Incident diagnosis for technical issues and the application of restorative fixes. The team uses a range of tools and techniques, appropriate to the technology solution, to provide rapid response to client-impacting issues and expedite return to service.

Level 2: Detailed incident analysis for complex or multi-faceted incidents.

Level 3 Support: Development and testing of fixes required for resolution of incidents relating to a fault (or ‘defect’) in the solution.

Our standard support fee is charged as pay-as-you-go, based upon the SFIA rate cards. Alternative set fee support models can be provided if preferred.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Our experienced delivery teams supports clients through agile implementation of new solutions and our delivery model makes us a flexible and scalable Partner to work with. During an engagement we always have a focus on continuous improvement and process optimisation, meaning the solution we deliver works for our clients, rather than the teams having to work around a new technology.

Deloitte provide training, at an extra cost, for users and SME's of the tool on the clients side to enable them to use the tool efficiently and reduce the reliance on Deloitte for changes to the system.

Documentation will be handed over including but not limited to user guides, support models, product specifications and training materials.
Service documentation: Yes
Documentation formats: PDF

Other
Other documentation formats: Word

Excel

Powerpoint

Visio

Project Management Tools
End-of-contract data extraction: There are multiple ways for users to extract data on the platform. The method used to extract would depend on the application which is in use. Extracts can be made in .csv format for most applications, as well as PDF and other formats. Deloitte can support with data extraction and handover. Automated data extraction can be scheduled.
End-of-contract process: As standard, contracts will be costed to include implementation, licencing and support for the period of the contract. During the contract, any change request raised to the system outside the standard support fee would be chargeable. At the end of the contract, we would offer the option to support decommissioning activity at additional cost.

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: Browser based applications are available on mobile devices, the screens render as required.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Zoho is a SaaS provider with over 50 applications that are used to manage activities across different parts of a business. It is a robust solution designed to build a strong foundation for a business function.

More information about each application is available online

e.g. Zoho One Applications/Integration: https://www.zoho.com/one/applications/web.html
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Zoho's teams are working towards the implementation of WCAG (Web Content Accessibility Guidelines), with some of there suite meeting requirements and some being tailored to adhere to them.
API: Yes
What users can and can't do using the API: Users are able to integrate with many different apps through Zoho using REST API's, the list of each applications API documentation can be found here: https://www.zoho.com/developer/rest-api.html

Users can also seamlessly integrate applications by using Webhooks. A Webhook is a type of API that facilitates the communication between applications by sending instant web notifications to and from each application. The list of applications that can use Webhooks with Zoho is growing. More information surrounding Webhooks can be found here: https://help.zoho.com/portal/en/kb/crm/automate-business-processes/actions/articles/webhooks-workflow#Scenarios

Zoho's applications can also be interacted with through automated import/export of data.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Zoho offers a suite of 50+ configurable applications that can be tailored to all business needs. The applications come with pre-built templates to cover a variety of requirements. Once implemented, users can make many system changes themselves without reliance on Deloitte for Change Requests (CRs).

To allow users to make these changes, we deliver training in both classroom-based and in remote environments. Our training is formed of 2 key parts: (1) user training to enable the end users of the tool to gain a solid understanding of the features and functionality, and how to use them. (2) SME training for team members who will have configuration access to the tool with the ability to make system changes.

This training will allow users with the correct permission levels to complete updates, including but not limited to, creating custom modules, update workflow, add/edit data fields, amending user permissions, driving automation, creating reports, and more.

Scaling

Independence of resources: Zoho uses a scalable SaaS based infrastructure that will increase or decrease resources as required.

Analytics

Service usage metrics: Yes
Metrics types: In the background, Zoho tracks and collects Zoho usage metrics. A range of the applications provide reports that understand how the service provided is being used.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: Zoho Corp.

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Developed Vetting (DV)

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: Yes
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency: At least every 6 months
Penetration testing approach: In-house
Protecting data at rest: Other
Other data at rest protection approach: Sensitive customer data at rest is encrypted using 256-bit Advanced Encryption Standard (AES). The data that is encrypted at rest varies with the services you opt for. Keys are owned and maintained using an in-house Key Management Service (KMS). Additional layers of security are provided by encrypting the data encryption keys using master keys. The master keys and data encryption keys are physically separated and stored in different servers with limited access.
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: In-house destruction process

Data importing and exporting

Data export approach: Users of the Zoho platform will be able to extract data in various formats such as raw data reports and analytical dashboards. This can be done easily via the user interface. The formats that are exportable for most applications are detailed in the next section.

Automated extraction is also available in some applications. APIs are available for system-system exporting.
Data export formats: CSV

Other
Other data export formats: PDF

XLS

HTML

Image
Data import formats: CSV

Other
Other data import formats: XLS

VCF

From other database feeds

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: Zoho guarantees all of its users a monthly uptime of 99.9% (excluding the downtime caused by scheduled maintenance and planned updates which will be communicated well in advance).
Approach to resilience: Zoho have a business continuity plan for our major operations such as support and infrastructure management. For redundancy, Data in primary Data Center (DC) is replicated in the secondary. In case of failure of the primary DC, secondary DC takes over and the operations are carried on smoothly with minimum or no loss of time.
Outage reporting: Users are able to visit https://status.zoho.com/ which displays the live state of Zoho applications

Users are also notified from notifications in each individual application

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: Username or password with 2 factor authentication. SSO.

Roles and Profiles are assigned to each user to restrict what the user can see/actions they can perform.
Access restriction testing frequency: At least every 6 months
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 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

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: BSI Assurance UK Limited
ISO/IEC 27001 accreditation date: 01/04/2022
What the ISO/IEC 27001 doesn’t cover: The scope of the Information Security Management System is limited to the scope of Deloitte LLP and its subsidiaries in the UK, Gibraltar, Switzerland and Liechtenstein.
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: Yes
Who accredited the PCI DSS certification: Self-Assessment
PCI DSS accreditation date: July 2018
What the PCI DSS doesn’t cover: Zoho, being PCI compliant, consistently adheres to a set of guidelines set forth by companies that issue credit cards, for the following applications:

Zoho Books,
Zoho Invoice,
Zoho Inventory,
Zoho Subscriptions,
Zoho Expense,
Zoho Checkout
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: ISO/IEC 27017

ISO/IEC 27018

SOC 2

ISO 9001:2015

ISO/IEC 27701:2019

SOC 2 + HIPAA

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: Zoho are ISO 27001, ISO 27017 and ISO 27018 certified. Zoho is also SOC 2 Type II compliant in Security, Confidentiality, Processing Integrity , Availability, and Privacy. These ISO and SOC audits are conducted annually, covers all the important and essential controls.

Operational security

Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach: Changes to the service go through in depth testing to ensure that there is no regression on the service. A managed release process is followed for production releases
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Zoho have a vulnerability management process that scans for security threats using a combination of certified third-party scanning and in-house tools, with automated and manual penetration testing efforts. Furthermore, their security team actively reviews inbound security reports and monitors public mailing lists, blog posts, and wikis to spot security incidents that might affect the company’s infrastructure. Once they identify a vulnerability requiring remediation, it is logged, prioritized according to the severity, and assigned to an owner. Zoho further identify the associated risks and track the vulnerability until it is closed by either patching the vulnerable systems or applying relevant controls.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Zoho monitor and analyse information gathered from services, internal traffic in networks, and usage of devices and terminals. Zoho record this information in the form of logs. These logs are automatically monitored and analyzed to a reasonable extent that helps them identify anomalies such as unusual activity in employees’ accounts or attempts to access customer data.

Once Zoho identify a vulnerability requiring remediation, it is logged, prioritized according to the severity, and assigned to an owner. Zoho further identify the associated risks and track the vulnerability until its closed by either patching the vulnerable systems or applying relevant controls.
Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach: Zoho have a dedicated incident management team. Zoho notify clients of the incidents in our environment that apply to you, along with suitable actions that you may need to take. Zoho track and close the incidents with appropriate corrective actions. Whenever applicable, Zoho will identify, collect, acquire and provide you with necessary evidence in the form of application and audit logs regarding incidents that apply to clients. Furthermore, Zoho implement controls to prevent recurrence of similar situations.

Secure development

Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks: No

Social Value

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

Fighting climate change

Deloitte is committed to delivering effective stewardship of the natural environment both with our clients and within communities. We do this through our methodologies, how we run projects, how we work in partnership with our Social Value Delivery Partners and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the Social Value Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting.
Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of commitments.
We have infrastructure in place to deliver against this theme. Our Social Value Team manages our ecosystem of Social Value Delivery Partners, and shapes our commitments for delivering additional environmental benefits and influencing environmental improvement and protection. This is done in collaboration with our WorldClimate team, Responsible Business team and Net Zero Transformation, Strategy and Innovation Team.
Our WorldClimate strategy focuses on four objectives where we can make the biggest impact: achieving Net Zero by 2030: Operating Green; empowering individuals through education and sustainability challenges/tools; and engaging ecosystems by collaborating with our clients, alliance partners, NGOs, industry groups, suppliers, and others to address climate change at a systems and operations level.
Our engagement teams can undertake volunteering activities with our climate related Social Value Delivery Partners as social value commitments, contributing to habitat creation and increasing biodiversity (e.g. WWT, WDC). We also have partnerships where we can co-design commitments around green skills, green jobs and carbon literacy.

Covid-19 recovery

Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting.
Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of SV commitments.
Our dedicated SV Team provides the bidding and governance infrastructure to deliver against all 5 themes. The team manages our ecosystem of SV delivery partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes are met.
Via our social impact strategy, 5 Million Futures (5MF), we also have access to a broad range of societal partners across 24 geographies in the UK, 16 nationwide partnerships and 34 partnerships with schools. The priority areas within our strategy are digital skills, education and employability, with inclusion at their core. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. We have also co-developed a range of products and services with our 30+ Social Value Delivery Partners, enabling us to deliver a range of activities specific to an engagement.

Tackling economic inequality

Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting.
Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of SV commitments.
Our dedicated SV Team provides the bidding and governance infrastructure to deliver against all 5 themes. The team manages our ecosystem of SV delivery partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes are met.
Via our social impact strategy, 5 Million Futures (5MF), we also have access to a broad range of societal partners across 24 geographies in the UK, 16 nationwide partnerships and 34 partnerships with schools. The priority areas within our strategy are digital skills, education and employability, with inclusion at their core. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. We have also co-developed a range of products and services with our 30+ Social Value Delivery Partners, enabling us to deliver a range of activities specific to an engagement.

Equal opportunity

Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting.
Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of SV commitments.
Our dedicated SV Team provides the bidding and governance infrastructure to deliver against all 5 themes. The team manages our ecosystem of SV delivery partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes are met.
Via our social impact strategy, 5 Million Futures (5MF), we also have access to a broad range of societal partners across 24 geographies in the UK, 16 nationwide partnerships and 34 partnerships with schools. The priority areas within our strategy are digital skills, education and employability, with inclusion at their core. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. We have also co-developed a range of products and services with our 30+ Social Value Delivery Partners, enabling us to deliver a range of activities specific to an engagement.

Wellbeing

Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with the wellbeing theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/ communities we are targeting.
Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to an engagement to agree KPIs and oversee progress and delivery of SV commitments.
Our dedicated Social Value Team provides the bidding and governance infrastructure to support engagement teams. The team manages our ecosystem of Social Value Delivery Partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes of improving the health and wellbeing within the contract workforce and community cohesion are met.
We have an extensive programme of wellbeing initiatives, tools and events to support our contract workforce. Our Future of Wellbeing team also specialises in wellbeing impact measurement, strategy, and culture, and can work with clients on improving these areas in their organisation. Their methodology is informed by best practice from around the world (e.g. CIPD, COMB-model of behaviour change, World Happiness Report, BSI ISO 45003, Thriving at work standards Stevenson/Farmer, City Mental Health Alliance).

Pricing

Price: £450 a unit a day
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: Free trial versions available online via the Zoho website.
Link to free trial: https://www.zoho.com/one/signup.html

Zoho SaaS Implementation, Integration Licensing and Support

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Zoho SaaS Implementation, Integration Licensing and Support

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents