Acora Limited

Acora Application Services for Microsoft 365

Acora's work through Microsoft Dynamics 365 Business Central offers public sector organisations a single, end-to-end solution for managing finances, operations, sales and customer service, and the opportunity to quickly and easily upgrade from entry-level accounting software and legacy ERP systems.

Acora also offer services for Phished - https://phished.io/

Features

• Dynamics 365 Sales lead and opportunity management
• IT infrastructure, server and platform support package
• Included customer/new starter training
• Free development work, for minor software changes
• Bi-annual in-depth software health check
• Flexible architecture, deployment options, and pricing models tailored to requirements
• Security Compliance; Meets Cloud Security Principles and ISO accreditations
• Full integration across other Microsoft 365 products

Benefits

• Automate and secure your supply chain with optimised inventory levels
• Ease of Use; Look/Feel is familiar to other Microsoft products
• Reliability; Utilise our 25 years’ experience
• Optimise operations; proactive and predicative resolutions
• Affordable; Flexible tailored pricing models
• Engage customers; create personalised experiences
• Reporting; Achieve operational excellence by using enhanced sales forecast data

£7.90 a licence

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 publicsector@acora.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

536741548939136

Contact

Public Sector Team at Acora
0203 657 0831
publicsector@acora.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No service constraints
• System requirements:
  • A supported browser
  • Business inbox in Outlook
  • Sending data to Excel
  • Editing in Excel
  • SharePoint online links
  • Printing reports to Excel or Word

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: We prioritise our response times in accordance with our impact/priority incident clarification matrix
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: At Acora, we provide two levels of support:; ; 1. 9-5 business days; 2. 24/7; ; Charges for these services are available upon application.; As part of our services, an Account Manager is aligned to each customer.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Service Transition activity completed whereby supported users receive welcome packs and details on how to contact and communicate with our applications support function.
• Service documentation: No
• End-of-contract data extraction: All data is extracted from our service management platform and returned to the customer.
• End-of-contract process: Exit and offboarding is included, transition to another supplier would be an additional charge based on a T and M charging model.

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: Optimised for mobile devices.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: All of our services are managed through our capacity management structure to ensure optimum levels of support are available to all users.

Analytics

• Service usage metrics: Yes
• Metrics types: Monthly service report on incident and service requests.
• Reporting types: Regular reports

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 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 SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: No
• 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: They cannot.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We offer availability SLA’s subject to clear definitions for RPO and RTO aligned to the agreed solution design. Availability SLA’s are aimed at the Operational performance and at Acora we are dedicated to delivering Experience Service Levels which extend SLA’s to become XLA’s augmenting Technical Performance with pro-active telemetry and End User experience using sentiment data to ensure we deliver outstanding service experience.; ; Acora’s XLA is a commitment to doing three things in pursuit of outstanding user experiences during the delivery of our services: ; ; 1. To protect our customer end users’ time so they can be more productive, by proactively reducing IT issues and providing fast and effective support when things do go wrong. ; ; 2. To consistently improve end users’ experience of working with IT, by always ensuring they have the right tools to do the job, implemented with minimal disruption, and by helping end users make best use of them. ; ; 3. To always act upon end user sentiment and provide knowledgeable expertise, positive interactions and communications when dealing with Acora services.
• Approach to resilience: That is available on request.
• Outage reporting: Available on request.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Only authorised users are allowed to communicate with us.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd's Register Group Limited
• ISO/IEC 27001 accreditation date: 01/02/2021
• What the ISO/IEC 27001 doesn’t cover: N/A.
• 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: ISO/IEC 27001
• Information security policies and processes: Our processes are followed in accordance with our ISO 27001.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: These are managed in accordance with ISO 20000-1
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: ISO 270001 and Cyber Essentials.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Services are monitored using our integrated monitoring platform with our ITSM solution using operational insights to ensure that alerts and issues are actioned by our support teams.
• Incident management type: Supplier-defined controls
• Incident management approach: ISO 200001 and ITIL.

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

• Equal opportunity:

  Equal opportunity

  Equal Opportunity policy available upon request.

Pricing

• Price: £7.90 a licence
• Discount for educational organisations: No
• Free trial available: No

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 publicsector@acora.com. Tell them what format you need. It will help if you say what assistive technology you use.