SERVICEKEY

Microsoft 365 Business Services

Boost productivity and security with Microsoft 365 Business. Adapt to the hybrid work era and protect against cyber threats.
Work the way you want, almost anywhere, with up-to-date desktop, mobile, and web versions of Word, Excel, PowerPoint, and Outlook, along with business intelligence tools to help run/grow your business.

Features

• Receive monthly Updates
• Create self-serve Business Intelligence
• 1 TB Secure Cloud Storage with OneDrive
• Access Microsoft 365 anywhere on the Web
• Access collaborative tools on multiple Devices
• Full M365 planning and enablement service
• M365 Business Case development and support

Benefits

• Enhanced enterprise level security
• Enhanced productivity across teams
• Centralised device management
• Improved data governance across the business
• Simplifies IT infrastructure and management
• Cloud based – offering excellent operational flexibility
• Clear deployment timelines

£12.50 to £14.00 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 neil.bramwell@servicekey.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

446374434401123

Contact

Neil Bramwell
08000806051
neil.bramwell@servicekey.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Public cloud maintenance in accordance with source vendor.
• System requirements: https://www.microsoft.com/en-gb/microsoft-365/microsoft-365-and-office-resources

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: High alerts - within an hour; Medium alerts - within 2 hours; Low alerts - within 6 hours; Service Requests - up to 24 hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: License management and support available for £4 per license, up to 100 licenses.; £3 per license, from 101-499 licenses.; £2.50 per license, for 500+ licenses.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: ServiceKey can provide onsite training, online training, or user documentation for various Microsoft products and services. Training available to all skill levels and employees.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: End-of-contract data export can be better understood here: https://learn.microsoft.com/en-us/power-apps/developer/data-platform/data-export-service
• End-of-contract process: At the end of your contract, Microsoft will provide a grave period of up to 90 days to extract your dat from there cloud storage services. We advise data is always owned by the customer, and therefore managed through contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: See https://www.microsoft.com/en-gb/microsoft-365/microsoft-365-and-office-resources
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: See https://www.microsoft.com/en-gb/microsoft-365/microsoft-365-and-office-resources
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Software vendor offers a range of assistive technology. See https://www.microsoft.com/en-gb/microsoft-365/microsoft-365-and-office-resources
• API: Yes
• What users can and can't do using the API: See https://learn.microsoft.com/en-us/previous-versions/office/office-365-api/
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: See https://support.microsoft.com/en-gb/office/personalize-your-microsoft-365-experience-eb34a21b-52fa-4fbf-a8d5-146132242985

Scaling

• Independence of resources: For Azure scaling process, see: https://learn.microsoft.com/en-us/azure/azure-monitor/autoscale/autoscale-overview

Analytics

• Service usage metrics: Yes
• Metrics types: See https://learn.microsoft.com/en-us/microsoft-365/admin/usage-analytics/usage-analytics?view=o365-worldwide
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Reseller providing extra 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
  • European Economic Area (EEA)
• 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: Another external penetration testing organisation
• 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: 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: Microsoft export services as additional solutions tot heir M365 suite, making data transfer simpler. More info here: https://learn.microsoft.com/en-us/power-apps/developer/data-platform/data-export-service
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: https://learn.microsoft.com/en-us/power-apps/developer/data-platform/data-export-service
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: https://learn.microsoft.com/en-us/power-apps/developer/data-platform/data-export-service

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)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: See: https://azure.microsoft.com/en-gb/solutions/network-security

Availability and resilience

• Guaranteed availability: We assure a service level agreement (SLA) of 99%
• Approach to resilience: Resiliency information found here: https://learn.microsoft.com/en-us/compliance/assurance/assurance-m365-service-resiliency
• Outage reporting: Email alerts or service portal

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: Microsoft 365 is supported by Microsoft enterprise level admin roles and responsibilities, providing user assignment, permissions and other responsibilities in restricting access.
• 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: ServiceKey Ltd are Cyber Essentials Certified
• Information security policies and processes: ServiceKey Ltd are Cyber Essentials Certified

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: Microsoft Azure CSA STAR Certification is aligned to the scope of the ISO/IEC 27001 information security management system (ISMS) supporting Azure, Dynamics 365, Power Platform, and select Microsoft 365 cloud services. See: https://cloudsecurityalliance.org/star/registry/microsoft
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Microsoft Azure provides an enterprise level of security and an extremely mature vulnerability testing procedure. More details can be found here: https://learn.microsoft.com/en-us/security/benchmark/azure/security-control-vulnerability-management
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Azure security has defined requirements for active monitoring. Service teams configure active monitoring tools in accordance with these requirements. Active monitoring tools include the Microsoft Monitoring Agent (MMA) and System Center Operations Manager. These tools are configured to provide time alerts to Azure security personnel in situations that require immediate action. ; See more: https://learn.microsoft.com/en-us/azure/security/fundamentals/infrastructure-monitoring
• 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: Microsoft implements a security incident management process to facilitate a coordinated response to incidents, should one occur. Microsoft takes the following actions:; Promptly notifies the customer of the security incident.; Promptly investigates the security incident and provides customers detailed information about the security incident.; Takes reasonable and prompt steps to mitigate the effects and minimize any damage resulting from the security incident.; An incident management framework has been established that defines roles and allocates responsibilities. Azure operations managers are responsible for overseeing the investigation and resolution of security and privacy incidents.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  ServiceKey is a NetZeroCarbon organisation. We actively offset our carbon emissions through the use of CO2 credits and the planting of trees. Additionally, we carbon offset each of our employees, over and above the offsetting of our standard operational activities.

  Tackling economic inequality

  ServiceKey is currently working towards attaining B Corp status can support economic equality by our promotion of fair and equitable business practices that benefit not only the business, but also employees, customers, suppliers, and the community at large. By committing to socially responsible initiatives such as adopting sustainable practices, paying fair wages, and prioritising diversity and inclusion, as a B Corp, ServiceKey can help to create a more level playing field for all members of society. Additionally, B Corps are required to consider the impact of their decisions on various stakeholders, which can help us to address systemic inequalities and work towards a more just and equitable economy, for all stakeholders.

  Equal opportunity

  At ServiceKey, we believe that our values are at the heart of everything we do. To share with you what our values mean to us and how we live them every day, from listening and performing at the highest level to nurturing a culture of feedback and caring for our colleagues' wellbeing, our values guide us in creating a workplace that is collaborative, innovative, and inclusive. Join us in discovering how ServiceKey's values shape our identity and drive our success.

  Wellbeing

  At ServiceKey, we believe that our values are at the heart of everything we do. To share with you what our values mean to us and how we live them every day, from listening and performing at the highest level to nurturing a culture of feedback and caring for our colleagues' wellbeing, our values guide us in creating a workplace that is collaborative, innovative, and inclusive. Join us in discovering how ServiceKey's values shape our identity and drive our success.

Pricing

• Price: £12.50 to £14.00 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free trial available upon request, in some circumstances

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 neil.bramwell@servicekey.uk. Tell them what format you need. It will help if you say what assistive technology you use.