KERV DIGITAL LIMITED

Microsoft Dynamics 365 Custom Built Agents

Our service provides tenant‑specific, custom built Dynamics 365 agents that orchestrate end‑to‑end business processes across Sales, Service and Supply Chain. Agents monitor events, ground responses in enterprise data, trigger actions, and operate within governance guardrails. Deployed in Microsoft cloud, they scale capacity, improve reliability and deliver measurable operational efficiency.

Features

• Design autonomous agents for sales, service and supply chain.
• Orchestrate Dynamics actions using Dataverse data and business rules.
• Publish to Teams, D365 apps, or web experiences.
• Trigger workflows via events, connectors or scheduled processes.
• Provide grounded answers with enterprise sources and citations.
• Support human hand-off, routing and escalation patterns.
• Monitor usage, performance and conversation quality with analytics.
• Secure access with Entra roles, DLP and policies.
• Integrate external systems through connectors and custom APIs.
• Support Direct Line API embedding in custom applications.

Benefits

• Scale operations by automating repetitive Dynamics 365 processes reliably.
• Reduce handling time with proactive, event‑driven process orchestration.
• Improve accuracy using governed business rules and grounded enterprise context.
• Enhance customer experience through faster responses and consistent actions.
• Increase agent productivity with intelligent triage and escalation support.
• Shorten cycle times by integrating systems across the value chain.
• Strengthen compliance with auditable guardrails and data‑access controls.
• Gain insight through usage analytics and continuous improvement loops.
• Lower cost by reducing manual effort and rework at scale.
• Accelerate innovation with configurable, reusable agent skills and patterns.

• 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 frameworks@kerv.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

559745132725264

Contact

Saad Khattak
01212815309
frameworks@kerv.com

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI life cycle

  • AI Build Software
  • Trustworthy AI Software

  AI software services

  • Generative AI Software Services
  • Document AI Software Services
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Dynamics 365
• Cloud deployment model: Public cloud
• Service constraints: Operation depends on Microsoft cloud availability and the customer’s Dynamics 365, Dataverse and connector licensing. Throughput is subject to message and capacity limits for Copilot Studio agents, Power Platform requests and any Azure AI services used. Access to data sources, APIs and security approvals is required. Legacy customisations or unsupported third‑party solutions may require remediation. Direct Line integrations and premium connectors may incur additional licensing. Governance settings, DLP policies and role assignments can constrain behaviours by design.
• System requirements:
  • Base Licences required.
  • Dynamics 365 licences for target apps and users.
  • Dataverse capacity for conversation logs and operational data.
  • Copilot Studio user and messages capacity for agent runtime.
  • Microsoft Entra tenant for identity, roles and access control.
  • Supported modern browser for web clients and admin portals.
  • Teams client if publishing agents to Teams channel.
  • Power Automate licensing for premium connectors and flows.
  • Network access to Microsoft cloud endpoints and services.
  • Optional Azure AI services for retrieval and grounding.

User support

• Email or online ticketing support: Yes
• Support response times: P1: Critical – Response time: 2 hrs ; P2: Major – Response time: 4 hrs ; P3: Important – Response time: 8 hrs ; P4: Minor – Response time: varies on request
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Kerv offers predefined support packages incidents as follows: (9am – 5pm), core+ (8am – 6pm), extended (6am – 10pm) with 24/7 (10am – 6am) available. support packages for core business hours (9am – 5pm). Incidents are classified as P1 (Production System Down), P2 (Production System Impaired), P3 (System Impaired), P4 (General Guidance & Requests) with associated SLAs for response times. Response times are as follows: ; P1: 1 Hour Response ; P2: 2 Hour Response ; P3: 4 Hour Response ; P4: 2 Day Response ; ; Support for defect repair is available as a bolt on service. Support is provided directly via a team of dedicated DevOps Engineers. Technical support options come in various costs and benefits, depending on the needs of the customer.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Onboarding begins with tenant readiness checks, environment selection and licensing confirmation for Dynamics 365, Dataverse and Copilot Studio capacity. We configure governance, DLP and security roles, then provision the solution package into the customer environment. Grounding sources and Dynamics data entities are connected, SSO is validated, and telemetry is enabled for analytics and support. A baseline agent is configured, channel publishing is completed for Dynamics apps and, if required, Teams. UAT focuses on priority scenarios, acceptance criteria and guardrail verification. Runbooks for operations, monitoring and change are provided, including procedures for publish, rollback, DLP updates and allow‑list reviews. Knowledge transfer covers authoring, channel management, telemetry dashboards and capacity management. Go‑live follows an agreed release plan with staged rollout and post‑deployment checks.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats:
  • Self-help resources, E-books, training videos and E-learning.
  • We personalise the user assistance by tailoring the in-product Help.
  • Learning Paths are also available to speed up onboarding.
• End-of-contract data extraction: To extract data, users would get in contact with Kerv upon completion of contract and we will work through this with them.
• 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.
• Documentation accessibility standard: WCAG 2.2 AA

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: Service dependent.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• 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 Wb 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 2.2 AA
• Accessibility testing: We have worked with users who have assistive technology needs as part of consultations and user research. ; ; Although we seek opportunities to do so at the right times, we have not had opportunity to engage users with assistive technology needs in formal accessibility test execution. However, our test team use assistive technology, such as screen readers, as part of the accessibility test execution which we carry out.
• API: Yes
• What users can and can't do using the API: This service exposes runtime integration through the Bot Framework Direct Line API, enabling external applications to exchange messages with the deployed agent, embed it in custom channels, and handle events such as conversation updates or escalation. Your systems can send user messages, receive rich responses, pass metadata, and orchestrate downstream actions through the agent’s configured skills, connectors and Power Automate flows. Authentication is handled using Direct Line secrets or tokens issued by your application tier. ; ; What the API cannot do: it does not permit authoring, versioning or publishing of agents, nor direct modification of topics, prompts, knowledge sources, security settings, channels or Dataverse schema. Those activities remain in Copilot Studio and the Power Platform admin centre under governed roles and policies. API usage is subject to throughput limits, licensing capacity and enterprise DLP rules.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers can tailor agents to business needs through governed configuration in Copilot Studio and Dynamics 365. Customisation includes defining topics, prompts and guardrails, selecting grounding sources, creating actions and skills, and wiring Power Automate flows to Dynamics tables and processes. Administrators can choose channels (Dynamics apps, Teams, web), control visibility, apply DLP, and align intent filters and escalation behaviours. Branding, tone and response guidelines can be set per scenario. External systems are integrated using standard or premium connectors and custom APIs, with Dataverse enforcing security roles and column‑level permissions. Deep changes to logic or channels are published via managed solutions and environment pipelines. Authoring requires appropriate roles; runtime constraints, throttling and data‑access policies still apply after customisation.

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 multi-tenant environments.

Analytics

• Service usage metrics: Yes
• Metrics types: This is service dependent and based on customer requirements.
• Reporting types: Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: Yes

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: Security Clearance (SC)

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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Microsoft ensures that data stored on its Azure Storage accounts is encrypted by default using AES-256 encryption. Additionally, customers can manage their encryption keys through Azure Key Vault to provide an additional layer of security.
• 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: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: To extract data, users would get in contact with Kerv upon completion of contract and we will work through this with them.
• 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
  • 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: For SaaS and PaaS, we back-to-back SLAs to vendors and what they provide accordingly (MS, AWS etc) and we can offer a management wrapper to enable a single point of contact for our clients. ; ; For bespoke development/solutions we can provide a range of solutions and accompanying support offerings and SLAs up to the client's resilience needs and subject to their budget. ; ; We also provide a standard set of SLAs and availability figures in our support and CI contract.
• 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:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Role based access control is used to restrict access, enforcing the principle of least privilege. For management interfaces, only authorised roles can configure systems, with granular permissions and audit trails ensuring compliance. For support channels, tiered roles restrict visibility and actions, preventing unauthorised access to sensitive data or functions.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

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: ISO 9001:2015 ; Cyber Essentials & Cyber Essentials Plus accreditation.
• Information security policies and processes: Kerv ensures robust security, auditability and compliance across all operations with particular emphasis on AML, complaints handling, data protection, least-privilege access and controlled releases. Our approach is underpinned by certified frameworks, proactive governance and traceable artefacts. ; ; Kerv maintains an Information Security Management System certified to ISO9001, ISO 27001 and ISO27701 standards.; ; We can provide the following artefacts to support audit and compliance variation: ; - ISO 27001 / ISO 27701 / ISO 9001 certification reports ; - Internal audit reports and DPIAs ; - Role-based access control matrices and access logs ; - Security incident and breach management reports ; - Change control logs and release documentation ; - AI governance artefacts (e.g. Prompt Approval templates, Exception Review Procedures) ; - Supplier security policies and onboarding protocols.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Our change control procedure considers: ; - The identification and documentation of planned change. ; - An assessment process of possible change impact. ; - Change testing in approved non-production environment. ; - Change management approval process. ; - Identification and recording significant changes. ; - Planning and testing changes. ; - Assessment of potential impacts, including security impacts, of such changes. ; - Formal approval procedure for proposed changes. ; - Communication of change details to 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 engineering teams.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Kerv’s architectural approach removes the need for infrastructure vulnerability management through the exclusive use of platform-as-a-service and software-as-a-service products from Microsoft. A platform inventory will be created so any emerging risks or reported vulnerabilities for vendor services, e.g. Microsoft Power Platform, can be quickly identified and managed by Kerv and operational teams. ; ; Updating and patching systems - We develop and implement policies for regular updates and patch management. Our vulnerability management policy and process ensure all patches are prioritised based on the common vulnerability scoring system (CVSS) Version 3 or vendor priority e.g., Microsoft.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: See - https://docs.microsoft.com/en-us/azure/security/azure-threat-detection
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Kerv has an Incident Management Procedure in place that defines how we record, define, mitigate and report incidents. Upon discovery of an incident, staff are required to follow this procedure, and customers and external parties are given contact details of how to report this. ; ; The Senior Management Team are responsible for this policy and its implementation. ; ; Incident reports are provided to customers and other stakeholders on a periodic basis to meet contractual requirements.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Microsoft provide free trials of custom agents and Kerv are happy to configure a demo as a pre-sales activity.

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

• Less than £250,000: 2%
• Between £250,000 and £500,000: 4%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 6%
• Between £2,500,001 and £5,000,000: 7%
• Over £5,000,001: 7%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Friday 4 October 2024
• What the ISO/IEC 27001 doesn’t cover: A 8.30 Outsources development
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Friday 4 October 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 2fbdbdf0-e870-4fbe-aa2d-7662ec986a6d
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 700337e5-63af-42f0-bb4c-577dcad1c30b
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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.

    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • 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

    • Working conditions which promote an inclusive working environment and promote retention and progression

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