Esuasive

Esuasive Housing Responsive Repairs

Esuasive Responsive Repairs is a core component of Esuasive Housing, a complete, modular, preconfigured solution for Housing Associations and Local Authority landlords, fully customisable and extensible, and built on the Microsoft Dynamics 365 and the Power Apps platform.

Features

Streamlined responsive repairs processing for DLO and external contractors
Works orders auto generate PO in Esuasive Housing Financials
Incorporates standard SOR codes and customer-specific costings
Integrates with industry-standard scheduling systems: DRS, Service Connect, Propeller
Integrates with third-party diagnostics tools
Works with Microsoft Field Service
Effective task management using team queues, action requests, timeline record
Wide range of views, charts and dashboards included as standard
Mobile app for iPhone, iPad and Android devices
Incudes contractor portal, direct integration with contractors’ own systems possible

Benefits

Ready-to-run, end-to-end Responsive Repairs solution
Streamlines repairs processes
Repairs approval process strengthens cost control and eliminates overcharging
Visual alerts and vulnerability / risk indicators throughout the system
Pre-configured for fast, low-risk deployment, but easily customisable as required
Built on the Dynamics 365 and Power Apps platform
Runs in the Microsoft Cloud to guarantee scalability and performance
Part of Esuasive’s integrated, modular social housing solution

£18 to £24 a user 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 nhill@esuasive.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

Contact

Esuasive Nick Hill
Telephone: 01344 393012
Email: nhill@esuasive.co.uk

Service scope

Software add-on or extension: Yes
What software services is the service an extension to: Microsoft Dynamics 365; Microsoft SharePoint
Cloud deployment model: Public cloud
Service constraints: Full details of the Microsoft Dynamics 365 service can be found here - https://www.microsoft.com/en-gb/download/details.aspx?id=30185 and https://docs.microsoft.com/en-gb/dynamics365/#pivot=main&panel=apps
System requirements: Processor: 2.9GHz x86- or x64-bit dual core SSE2 instruction set

Memory: 2GB RAM

Display: SVGA with a resolution of 1024x768

User support

Email or online ticketing support: Email or online ticketing
Support response times: P1: Critical - Response Time: 2hr
P2: Major - Response Time: 4hr
P3: Important - Response Time: 8hr
P4: Minor - Response Time: varies on request
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: 9 to 5 (UK time), Monday to Friday
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: Technical support is included in the licence fees.

First line and second line technical support is provided by Esuasive. Third line technical support is provided by Microsoft.

Technical support is managed by Esuasive's Technical Support Manager.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Esuasive works with customers to ensure business adoption of each solution delivered is smooth and trouble-free. Comprehensive background guidance, help, training and troubleshooting materials are also available as part of the Microsoft Dynamics 365 service. Within the Microsoft Dynamics 365 Administration Portal, there are links to many of the resources available, including help articles for users and administrators who need to manage Microsoft Dynamics 365, and community forums/wikis where help articles and white papers are published.
Service documentation: Yes
Documentation formats: PDF
End-of-contract data extraction: At end of contract customers can export data from Microsoft Dynamics 365 using tools provided by Esuasive and Microsoft.
End-of-contract process: No more than 180 days after expiration or termination of Customer’s use of an Online Service, Microsoft will disable the account and delete Customer Data from the account.
Transfer of Customer Data. Unless Customer has opted out of the Standard Contractual Clauses, all transfers of Customer Data out of the European Union, European Economic Area, and Switzerland shall be governed by the Standard Contractual Clauses. Microsoft will abide by the requirements of European Economic Area and Swiss data protection law regarding the collection, use, transfer, retention, and other processing of personal data from the European Economic Area and Switzerland. For more see https://www.microsoft.com/en-gb/trust-center/product-overview#Microsoft-Dynamics-365

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 Esuasive solution supports a model that only requires one configuration regardless of how the solution is accessed. With the responsive Microsoft Unified Interface, users will have a similar experience on a mobile device or on a web browser.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Please see https://docs.microsoft.com/en-us/dynamics365/get-started/accessibility/
API: Yes
What users can and can't do using the API: Please see https://docs.microsoft.com/en-us/dynamics365/customer-engagement/web-api/about?view=dynamics-ce-odata-9
API documentation: Yes
API documentation formats: HTML
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Configuration to meet individual customer needs - including amending and creating new entities, forms, views and workflows - is typically carried out without requiring custom coding. To meet very specific requirements that do require custom development, Esuasive uses the Microsoft-supported software developer kit (SDK).

Scaling

Independence of resources: The Microsoft Cloud service operates multiple scale groups in each data centre and automatically provisions new customers into a scale group. The architecture of scale groups is designed to meet the many needs of operating a service at scale, including security, scalability, performance, tenant isolation, serviceability, and monitoring. Each customer has their own individual database, separate from other customers’ databases. Data processing is logically segregated through capabilities specifically developed to help build, manage, and secure multitenant environments.

Analytics

Service usage metrics: Yes
Metrics types: Organization Insights provides a quick view of key Dynamics 365 metrics such as the number of active users and page requests. The Dynamics 365 Administration Portal provides an overview of each instance's 'service health' including service degradation and storage capacity.
Reporting types: Real-time dashboards

Resellers

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

Staff security

Staff security clearance: Conforms to BS7858:2019
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

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 once a year
Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
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

Other
Other data at rest protection approach: The data within the Dynamics 365 system is encrypted using a PFX or BYOK encryption key. All instances of Dynamics 365 use Microsoft SQL Server Transparent Data Encryption (TDE) to perform real-time encryption of data when written to disk, also known as encryption at rest.
Data sanitisation process: Yes
Data sanitisation type: 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 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 data export service.
Data export formats: CSV

Other
Other data export formats: Data in various open formats can be exported from Dynamics365

Use the web service APIs documented in Dynamics 365 SDK

Files in XML Spreadsheet, TXT, CSV, XLSX
Data import formats: CSV

Other
Other data import formats: Use the web service APIs documented in Dynamics 365 SDK

Data in various open formats can be imported to Dynamics365

Files in XML Spreadsheet, TXT, CSV, XLSX

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)

Legacy SSL and TLS (under version 1.2)

Other
Other protection between networks: Please see https://docs.microsoft.com/en-us/azure/security/azure-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 see https://docs.microsoft.com/en-us/azure/best-practices-network-security

Availability and resilience

Guaranteed availability: Please see https://wwlpdocumentsearch.blob.core.windows.net/prodv2/OnlineSvcsConsolidatedSLA(WW)(English)(November2023)(CR).docx
Approach to resilience: Please see https://docs.microsoft.com/en-us/azure/architecture/resiliency/disaster-recovery-azure-applications
Outage reporting: The service reports outages via the service status portal, alerts or mobile 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

Other
Other user authentication: Dynamics 365 uses Azure Active Directory for authentication. For details on the Dynamics 365 security architecture please see
https://learn.microsoft.com/en-us/dynamics365/guidance/implementation-guide/security-strategy-security-controls.

Role-based security is aligned with the structure of the business. Users are assigned to security roles based on their responsibilities in
the organization and their participation in business processes. Please see
https://learn.microsoft.com/en-us/power-platform/admin/security-roles-privileges.
Access restrictions in management interfaces and support channels: Role-based access control enables customers to grant access based on users' assigned roles. Please see https://docs.microsoft.com/en-us/dynamics365/unified-operations/dev-itpro/sysadmin/role-based-security and https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/security-dev/how-role-based-security-control-access-entities
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: Between 6 months and 12 months
Access to supplier activity audit information: Users receive audit information on a regular basis
How long supplier audit data is stored for: Between 6 months and 12 months
How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: BSI
ISO/IEC 27001 accreditation date: 27/03/2018
What the ISO/IEC 27001 doesn’t cover: Please see Microsoft's statement of applicabilty for ISO 27001 for Dynamics 365 at https://learn.microsoft.com/en-us/compliance/regulatory/offering-iso-27001
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 29/04/2016
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: Service scope for CSA STAR Certificate is described in this document: https://learn.microsoft.com/en-us/azure/compliance/offerings/offering-csa-star-certification?toc=%2Fcompliance%2Fregulatory%2Ftoc.json&bc=%2Fcompliance%2Fregulatory%2Fbreadcrumb%2Ftoc.json
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: EU Model Clauses

EU-US Privacy Shield

GDPR

FIPS 140-2

HIPAA/HITECH

G-CLOUD

MCTS

ISO 27018

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001

Other
Other security governance standards: Please see https://learn.microsoft.com/en-gb/compliance/regulatory/offering-home
Information security policies and processes: Please see https://download.microsoft.com/download/6/D/F/6DFD7614-BBCF-4572-A871-E446B8CF5D79/MSFT_cloud_architecture_security.pdf
http://download.microsoft.com/download/C/E/3/CE357CE2-3A98-4493-BAEB-CEB13F333302/Cloud_App_Security_datasheet.pdf
https://www.microsoft.com/en-us/enterprise-mobility-security/cloud-app-security

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: Esuasive's change control procedure includes:
• identification and recording of significant changes
• assessment of potential impact
• formal approval of proposed changes
• change planning
• communication of changes to all relevant persons.
• fallback procedures, including procedures and responsibilities for recovering from unsuccessful changes
• validation and acceptance of each change.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Incident Response phases are:
1. Identification – system and security alerts are analyzed; each incident is assigned a severity classification and appropriately escalated within
Microsoft.
2. Containment – the escalation team evaluates the impact of an incident and ensures the incident is contained.
3. Eradication – after the situation is contained, the escalation team eradicates any damage caused and identifies the root cause of the security breach.
4. Recovery – software updates are applied and services are returned to a full working capacity.
5. Lessons learned – each security incident is analyzed to ensure to protect against reoccurrence.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Please see https://docs.microsoft.com/en-us/azure/security/azure-threat-detection
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: Please see https://learn.microsoft.com/en-us/compliance/assurance/assurance-security-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

Pricing

Price: £18 to £24 a user a month
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: 30 day trial.

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

Cookies on Digital Marketplace

Esuasive Housing Responsive Repairs

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