ENABLEIT TECHNOLOGIES LIMITED

SugarCRM

enable.services is an international, award-winning SugarCRM Elite Partner. Sugar is a centralised customer data hub that drives growth through automation, collaboration and powerful reporting. Flexible and fully customisable, it enables a sales and marketing platform tailored to your business.

Features

• Reporting and dashboards
• Business process management
• Easily customisable
• Role-based views
• A 360-degree perspective of each individual on your database
• Cloud or on-premise deployment
• Mobile/remote accessibility
• Sugar Sell - Sales automation including reporting & dashboards
• Sugar Serve - Everything you need for outstanding customer experiences
• Sugar Market - Marketing Automation

Benefits

• Unlimited online and phone support
• Maintain control of your data
• Capture the attention of your most promising prospects
• Create more meaningful experiences and build lasting relationships
• Give customers the support they need quickly and confidently
• Manage sales processes from lead to renewal
• Access information on multiple devices, from anywhere in the world
• Automate processes to save valuable time
• Integrate with other business critical platforms
• Get started with a system designed to work for you

• Education pricing available
• 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 pmeadows@enable.services. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

313087210340656

Contact

Philippa Meadows
01473618980
pmeadows@enable.services

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Digital commerce
  • Sales force productivity and management
  • Customer service
  • Contact centre

  Advertising

  • Advertising Placement
  • Advertising Measurement
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: An active licence is required for each user

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Our friendly UK Based support team are available on the phone Monday - Friday, 7.30am to 6pm. We also have strict Service Level Agreements within these times. SLA Response Times P1 Response Time: 30 mins (response), 1 hour (target fix), 1 hour (max fix) P2 Response Time: 4 hours (response), 24 hours (target fix), 40 hours (max fix) P3 Response Time: 8 hours (response), 50 hour (target fix), 70 hours (max fix)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We have undergone intensive testing to alert users that a new chat has been opened and to also direct any chat visitors outside of office hours.
• Onsite support: Yes, at extra cost
• Support levels: We can scope, design, build and configure your CRM processes. Our talented in-house development team can architect a solution that works brilliantly for you. Our remote support team will even be able to give you; IT and tech set up assistance if required. Not forgetting our professional and friendly services team (including helpdesk and infrastructure engineers) who will be there for you every step of the way, full familiarisation time, training, and ongoing support. Training can be onsite or remote sessions - we're flexible. We want you to utilise your CRM's capabilities, so it works to its exceptional capacity for you and all your departments.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: A dedicated project manager will be by your side every step of the way, ensuring that the system is meticulously primed for launch, encompassing all essential features tailored to your specifications. Their expertise will ensure a seamless transition from development to deployment. To cater to your preferences, we offer a comprehensive blend of both in-person and virtual training sessions. Whether you prefer hands-on, face-to-face instruction or the convenience of remote learning, we've got you covered. Our training programs are designed to empower your team with the knowledge and skills they need to leverage the CRM to its fullest potential. After deployment, you'll have the assurance of a committed account manager at your disposal. This dedicated point of contact will be available to address any inquiries, provide guidance, and offer solutions to optimise your CRM usage. With their personalised support, you can navigate any challenges and maximize the value of your CRM investment.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Word documents
  • Video
• End-of-contract data extraction: A full system data snapshot is provided to customers at the termination of any service.
• End-of-contract process: Various terms are available which can be discussed prior to contract agreement.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: The Sugar REST API is a full bi-directional API that allows all field data to be transferred both ways, this includes custom objects.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: In SugarCRM the entire system can be customised to suit your business needs. Users are empowered with comprehensive control over managing custom fields and automations to tailor the system to their exact specifications. Additionally users have the opportunity to collaborate with their dedicated account manager. Our dedicated in-house team of developers is poised to implement these customisations seamlessly, ensuring optimal integration and an enhanced user experience throughout the platform. Whether it's fine-tuning the visual elements or refining the functionality to match specific workflow requirements, our team is committed to delivering a SugarCRM solution that meets your unique business needs.

Scaling

• Independence of resources: Continuous monitoring of performance metrics, analysis, and provisioning.

Analytics

• Service usage metrics: Yes
• Metrics types: User activities such as calls, meetings, tasks, emails and project tasks.; Tracker tables are also created that allows for reporting on record views, creation and editing.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: The exporting of data can be limited by; specific users, roles, and teams. For example, a user can only export records assigned to them, or only admin users can export any data.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Word
  • Powerpoint
  • Excel
• Data import formats: CSV

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)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Create security zones using subnets, gateways and access control lists.

Availability and resilience

• Guaranteed availability: Availability and contractual obligations thereof can form part of any contractual agreement.
• Approach to resilience: Full-stack redundancy and multiple routes to the internet backbone.
• Outage reporting: Public dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: We use security groups and public key authentication.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • 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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 6 months and 12 months

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: ISO 27001, ISO 9001, Cyber Essentials. We have also undergone recertification for ISO 27018:2014. We have created a management system internally for Change Requests, GDPR Compliance, ISO Risk Register, ISO Audit Records, Information Asset Register, Access Logs and Consent Logs.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The company uses SugarCRM as it change request platform, any changes to any internal or external systems. The change request is made by either the customer or employee via a downloadable form which is then summited to the compliance officer who then forwards to the appropriate person. If the change is agreed then the applicant will receive an email authorising to carry out the change within a set period. All services are both internal and external are subject to the change management policy.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Both internal and external systems are continually scanned from both inside and external from secure scan points. Manual scans are carried out using the Metasploit framework carried out by the infrastructure. Snort and Open VAS network intrusion detection vulnerability and prevention servers are also deployed which provide updates real-time. All equipment is scanned and patched automatically from a central server, updates are applied on as soon as a possible but within four hours. The company subscribes to industry standard NGIPS list and rule sets which update automatic both the Snort, Open VAS, and Metasploit servers.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Both the internal and external facing ports are scanned once a week and the internal network is scanned daily. Once a month the external port are per tested and the report export and any vulnerabilities rectified. As soon as a potential compromise is found it is dealt with within four hours.
• Incident management type: Supplier-defined controls
• Incident management approach: The company has a predefined policy for all incidents as laid out in our 27001/13 policy.
• Post-quantum cryptography secure: Yes

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

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 14 days free trial, no credit card details required.
• Link to free trial: https://www.enable.services/sugarcrm-free-trial/

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

• Less than £250,000: 8%
• Between £250,000 and £500,000: 15%
• Between £500,001 and £1,000,000: 17%
• Between £1,000,001 and £2,500,000: 23%
• Between £2,500,001 and £5,000,000: 27%
• Over £5,000,001: 33%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Monday 20 February 2023
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation ISO Certification Limited
• ISO 9001 accreditation date: Monday 20 February 2023
• What the ISO 9001 doesn’t cover: None
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• 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
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • 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
    • 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
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • 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
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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 to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 pmeadows@enable.services. Tell them what format you need. It will help if you say what assistive technology you use.