Microsoft Dynamics 365 for Sales

Service scope

Software add-on or extension: No
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 for Dynamics 365 Operations here https://docs.microsoft.com/en-us/dynamics365/#pivot=solutions&panel=solutions_operations
System requirements: Minimum:2.9 (GHz) or faster x86-

Recommended:3.3 gigahertz (GHz) or faster x86

Minimum:2-GB RAM

Recommended:4-GB RAM or more

Minimum:Super VGA with a resolution of 1024 x 768

Recommended:Super VGA with a resolution of 1024 x 768

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: 24 hours, 7 days a week
Web chat support: Web chat
Web chat support availability: 24 hours, 7 days a week
Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
Web chat accessibility testing: Chat window provided by 3rd party "liveperson" subject to their accessibility
Onsite support: Yes, at extra cost
Support levels: Technical support options come in various costs and benefits, depending on the needs of the customer. Further details regarding the support plans can be found here - http://www.microsoft.com/en-us/dynamics365/support
Support available to third parties: No

Onboarding and offboarding

Getting started: Microsoft Dynamics 365 makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 Service. Within the 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.
Community forums/wikis where help articles and white papers are published
Service Health dashboard for information regarding outages/issues. Microsoft offers a range of services to organisations, eg FastTrack to aid onboarding to the service, and the Dynamics Learning Portal to help partners and organisations optimise the use of the service.
Service documentation: Yes
Documentation formats: HTML

Other
Other documentation formats: Self-help resources

Ebooks

Training videos

E-Learning

Training manuals

Learning Path
End-of-contract data extraction: At any point user can export data from Microsoft Dynamics 365. This use the Software Development Kit (SDK), manually export data using the data export functionally.
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.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Dynamics 365 allows access and functionality to be provided via a mobile device, web browser or mobile application. The solution supports a model that only requires configuration to be carried once regardless of how the solution is accessed.
With Dynamics Unified Interface, someone that is using a Dynamics App, will have the same experience on a mobile device or on a web browser on the computer or directly inside Outlook client.
In fact, the liquid layout scales to optimize the viewing experience, adjusting for various screen shapes and resolutions.
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: Microsoft Dynamics 365 is a highly customisable and flexible business application. The bulk of the customisations can be carried out without requiring custom development. This inclused amending and creating new entities, forms, view and workflow processes. For cases that do require custom development, Microsoft provides a software developer kit (SDK).

Scaling

Independence of resources: The 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 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 instances 'service health' including service degradation and storage capacity.
Reporting types: Real-time dashboards

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: None

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 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: Other
Other data export formats: Data in various open formats 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: Data in various open formats be imported into Dynamics365

Use the web service APIs documented in Dynamics 365 SDK.

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: https://docs.microsoft.com/en-us/azure/best-practices-network-security
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Other
Other protection within supplier network: https://docs.microsoft.com/en-us/azure/best-practices-network-security

Availability and resilience

Guaranteed availability: http://www.microsoftvolumelicensing.com/Downloader.aspx?documenttype=OST&lang=English
Approach to resilience: https://docs.microsoft.com/en-us/azure/architecture/resiliency/disaster-recovery-azure-applications
Outage reporting: Via the service status portal, Email, 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: Modern authentication brings Active Directory Authentication Library (ADAL)-based sign-in to Office client apps across platforms, enabling sign-in features such as Multi-Factor Authentication (MFA), SAML-based third-party identity providers with Office client applications, and smart card and certificate-based authentication.

Cloud identity authentication - Users with cloud identities are authenticated using traditional challenge/response.

Federated identity authentication - Users with federated identities are authenticated using Active Directory Federation Services 2.0 or other Security Token Services.

MFA for the service - users are required to acknowledge a phone call, text, or an app notification on their smartphone after correctly entering their password.

https://technet.microsoft.com/en-us/library/office-365-user-account-management.aspx
Access restrictions in management interfaces and support channels: The service comes with a set of administrator roles that you can assign to users in your organization. Each admin role maps to common business functions, and gives those people permissions to do specific tasks the the service admin center.

https://support.office.com/en-gb/article/About-Office-365-admin-roles-da585eea-f576-4f55-a1e0-87090b6aaa9d?ui=en-US&rs=en-GB&ad=GB

https://support.office.com/en-gb/article/Assign-admin-roles-in-Office-365-eac4d046-1afd-4f1a-85fc-8219c79e1504?ui=en-US&rs=en-GB&ad=GB
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: 27/05/2018
What the ISO/IEC 27001 doesn’t cover: Statement of applicabilty for ISO 27001 for Dynamics 365: https://servicetrust.microsoft.com/ViewPage/MSComplianceGuide?command=Download&downloadType=Document&downloadId=d383c8df-1387-4a08-8604-b3e8aa647206&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 29/09/2016
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: Service scope for CSA STAR Certificate is decribed in this document: https://servicetrust.microsoft.com/ViewPage/MSComplianceGuide?command=Download&downloadType=Document&downloadId=6d07d7e3-da62-4153-a91c-14d259dac9f1&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: EU Model Clauses, EU-U.S. Privacy Shield

ISO 27001, ISO 27018, SOC 1, SOC 2, FIPS 140-2

HIPAA/HITECH, CCSL (IRAP)

G-Cloud (United Kingdom Government-Cloud)

MCTS (Multi-Tier Cloud Security Standard)

LOPD (Spanish Law on the Protection of Personal Data)

ENS, ISO 27001, ISO 27018, IRAP

PCI DSS v3.2.1, SOC 1, SOC 2

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: https://www.microsoft.com/en-us/trustcenter/compliance/complianceofferings?product=Dynamics365
https://www.microsoft.com/en-us/trustcenter
Information security policies and processes: https://www.microsoft.com/en-us/trustcenter/security/dynamics365-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: -The identification and documentation of the planned change.
-An assessment process of possible change impact.
-Change testing in an approved non-production environment.
-Change communication plan.
-Change management approval process.
In particular, the following items are in scope:
-dentification and recording of significant changes.
-Planning and testing of changes.
-Assessment of the potential impacts, including security impacts, of such changes.
-Formal approval procedure for proposed changes.
-Communication of change details to all relevant persons.
-Fallback procedures, including procedures and responsibilities for aborting and recovering
from unsuccessful changes and unforeseen events.
-Validation and acceptance of each change by the engineering teams.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: In support of the Information Security Policy, the service runs multiple layers of antivirus software to ensure protection from common malicious software. Servers within the the service environment run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. Additionally, all mails coming into the service run through the Exchange Online Protection engine, which uses multiple antivirus and antispam engines to capture known and new threats against the system. Microsoft has its own Security Response Center (MSRC) that also supplies information to all our customers covering the whole range Microsoft products.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: 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: https://www.microsoft.com/en-us/download/confirmation.aspx?id=55110

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

Fighting climate change: Fighting climate change

We take our environmental management and the impact we have on the environment very seriously. We have environmental policies in place and hold the ISO14001 accreditation. Our environmental assessments are conducted annually by an external Lead ESOS Assessor; they are signed-off by the board and compliance reported to the regulator (the Environment Agency). Our environmental policy is published on our website at https://www.bytes.co.uk/company/sustainability/environmental.
Bytes achieved carbon net zero in March 2022 through approved carbon offsetting schemes. We are always seeking to reduce our impact on the environment. We aim to minimise waste, reduce pollutants and use renewable materials. Our offices have recycling facilities for cans, plastic and paper. We aim to reduce our office printing to zero within the next 10 years.
To drastically reduce our emissions, we have switched to renewable energy. Our Head Office has reached our first milestone of using a specialist 100% renewable electricity provider.
Our goal is to achieve carbon neutrality for our business and help our customers achieve this for their own organisations. We pledge to offset carbon emissions through the planting of green space.
We produce a SECR (Streamlined Energy and Carbon Reporting) report that details the companies energy consumption and carbon emissions. This report is produced annually by an independent assessor, Eshcon Ltd.
This report provides details of our emissions in Scope 1, 2 and 3 categories. It details the activities previously taken to reduce emissions and also recommendations for further improvements.
The improvement recommendations highlighted in our latest ESOS assessment have been reviewed and a number have been implemented or are in the process of being implemented. These include more efficient IT equipment, office lighting and efficient climate control systems.
Our plan is to achieve net zero operational emissions by 2025/26

Pricing

Price: £356.99 a user a year
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: https://trials.dynamics.com/

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

Microsoft Dynamics 365 for Sales

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