TRUSTMARQUE SOLUTIONS LIMITED

Trustmarque Microsoft 365 product suite

Trustmarque provides access to Microsoft's suite of Modern Work & Security products. Includes: CoPilot for 365, Enterprise Mobility+Security, Entra ID, Exchange Online, M365 E3 & E5, Defender, Power BI, Power Platform, InTune, Priva, Project, Purview, Streams, Teams, Viva, Office 365, SharePoint, Viva, Windows 10/11, Windows 365, Dynamics, BizApps.

Features

• Full range of Microsoft products available
• Provided by accredited Microsoft Solutions Partner - Seven(7) UK Designations
• Microsoft Azure Expert MSP
• Microsoft licensing
• Microsoft 365
• Microsoft Security
• Microsoft FastTrack Partner
• Microsoft Cloud Solution Provider (CSP)
• Cloud licensing

Benefits

• Improved management of estate maximising cost savings
• Timely renewal of licenses
• Improved transparency ensuring better license management
• Expertise to ensure the most value from your software investments
• Process-driven licensing operations model enabling predictability for end users
• Specific guidance related to your department, agency or public body
• Flexible service adaptable to the clients changing business needs
• The Service will support the adoption of cloud technologies
• Empowering transparent decision making
• Independent advice from a vendor-agnostic partner

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

Framework

G-Cloud 15

Service ID

603814584916817

Contact

Trustmarque Bids Team
0845 2101 500
tenders@trustmarque.com

About your service

• Service categories:

  Applications

  Collaborative

  • Email
  • Enterprise community
  • Team collaboration

  Conferencing and virtual event

  • Web Conferencing Applications
  • Virtual Event Applications
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft 365 E3/E5 Office 365 E3/E5 Microsoft Windows
• Cloud deployment model: Public cloud
• Service constraints: Microsoft admins can view the status of services and find out when maintenance is scheduled. Service health information is available at any time by signing in. https://learn.microsoft.com/en-us/office365/servicedescriptions/office-365-platform-service-description/service-health-and-continuity.
• System requirements:
  • Microsoft 365: Fully hosted, managed SaaS; no on-premises infrastructure needed.
  • Cost-effective: Eliminates additional IT infrastructure for Onboarding system support.
  • Accessibility: Use on any web-enabled device with modern internet browsers.
  • Browser Compatibility: Supports Internet Explorer, Edge, Chrome, Safari.
  • Mobile Availability: Native apps for Android and iOS devices provided.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Response times vary based on support plan selected. For more information, visit: https://www.microsoft.com/en-us/microsoft-365/business/microsoft-365-for-business-support-options
• 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: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Microsoft is committed to developing technology that empowers everyone, including people with disabilities. Microsoft has a Disability Answer Desk where customers with disabilities get support with Microsoft Office, Windows, and other products. Microsoft also has Accessibility Conformance Reports (ACR) which describe how products and services support recognized global accessibility standards. https://www.microsoft.com/en-us/Accessibility/disability-answer-desk https://www.microsoft.com/en-us/accessibility/conformance-reports https://learn.microsoft.com/en-us/windows/apps/design/accessibility/accessibility-testing
• Onsite support: Yes, at extra cost
• Support levels: Microsoft provides four (4) Modern Work support plan options. These include the following: - STANDARD (included for all customers) - BUSINESS ASSIST - PROFESSIONAL DIRECT - MICROSOFT UNIFIED For more information, visit https://www.microsoft.com/en-us/microsoft-365/business/microsoft-365-for-business-support-options
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Microsoft provides all Modern Work customers with 24/7 self-help resources, including Microsoft Learn, training documentation, templates, and community support. For more information, visit: - https://learn.microsoft.com/en-us/microsoft-365/ - https://support.microsoft.com/en-us/training - https://adoption.microsoft.com/en-us/customer-hub/ - https://support.microsoft.com/en-us/modernworkplace
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: When the contract ends, your access to Modern Work services, applications, and customer data go through multiple stages before the subscription is fully turned off, or deleted: 1. Expired Stage (30 days): Users have normal access to Modern Work applications and files. 2. Disabled Stage (90 days): Data is accessible to admins only. Users can’t access applications. Admins can access the admin centre to buy and manage other subscriptions. 3. Deleted Stage: After the 90-day retention period ends, Microsoft disables the account and deletes the customer data. During the term of an active subscription, a subscriber can access, extract, or delete customer data stored in Modern Work apps. For more information, visit https://learn.microsoft.com/en-us/microsoft-365/commerce/subscriptions/what-if-my-subscription-expires
• End-of-contract process: Microsoft is governed by strict standards and follows specific processes for removing cloud customer data from systems under our control, overwriting storage resources before reuse, and purging or destroying decommissioned hardware. In our Online Service Terms, Microsoft contractually commits to specific processes when a customer leaves a cloud service or the subscription expires. This includes deleting customer data from systems under our control. Please see Data Protection Addendum for full and up to date details about how Microsoft manages your data. https://www.microsoft.com/licensing/docs/view/Microsoft-Products-and-Services-Data-Protection-Addendum-DPA?lang=1 https://learn.microsoft.com/en-us/microsoft-365/commerce/subscriptions/what-if-my-subscription-expires?view=o365-worldwide
• Documentation accessibility standard: WCAG 2.2 AA

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
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Microsoft offers distinct experiences on mobile and desktop devices for Microsoft 365. On desktop, users access the full suite of features, while the mobile app provides a streamlined interface for essential tasks and allows for offline working when there isn't network connectivity.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Microsoft 365 can be managed via the M365 admin centre: https://learn.microsoft.com/en-us/microsoft-365/admin/?view=o365-worldwide
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Microsoft is committed to developing technology that empowers everyone, including people with disabilities. Microsoft has a Disability Answer Desk where customers with disabilities get support with Microsoft Office, Windows, and other products. Microsoft also has Accessibility Conformance Reports (ACR) which describe how products and services support recognized global accessibility standards. https://www.microsoft.com/en-us/Accessibility/disability-answer-desk https://www.microsoft.com/en-us/accessibility/conformance-reports https://learn.microsoft.com/en-us/windows/apps/design/accessibility/accessibility-testing
• API: Yes
• What users can and can't do using the API: The Microsoft Graph API enables you to access data, intelligence, and insights from Microsoft applications. By integrating Modern Work with Graph API, developers can tap into user data and organizational information to enhance context-aware assistance from applications like Word, Excel, Teams, etc. Starting with users and groups at the core, Microsoft Graph forms a network of Modern Work services and features that manage, protect, and extract data to support a wide range of scenarios. Microsoft Graph lets you access this wealth of user data while always respecting proper authorization. For more information on Microsoft Graph's capabilities, services, and features, visit: - https://learn.microsoft.com/en-us/graph/overview - https://learn.microsoft.com/en-us/graph/overview-major-services For information on Microsoft Graph limitations (throttling limits, service-specific limits, connection limits, schema limits, and availability), visit: - https://learn.microsoft.com/en-us/graph/throttling-limits - https://learn.microsoft.com/en-us/graph/connecting-external-content-api-limits - https://learn.microsoft.com/en-us/graph/metered-api-overview Microsoft Azure OpenAI also offers a suite of artificial intelligence (AI) services that can be seamlessly integrated with Modern Work to enhance its functionality. By leveraging services such as Azure Cognitive Services and Azure Machine Learning, developers can extend capabilities in areas such as code summarization, sentiment analysis of code reviews, and even predictive coding assistance based on historical patterns.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Modern Work customers can customize their services in various ways: - The Microsoft 365 Admin Centre is a web-based portal where administrators can manage user accounts and settings for their organization. They can add or remove users, manage billing, reset passwords, and more. - The Office Customization Tool allows administrators to customize the installation of Office by choosing which applications and languages are installed, how those applications should be updated, and application preferences. - Users can personalize their Microsoft 365 experience by changing the theme, notifications, and other settings. - The Microsoft 365 Developer Program provides a sandbox environment where developers can learn and experiment with Modern Work technologies. - Developers can use the Microsoft Graph API to interact with data in Modern Work and build apps that integrate with Microsoft 365. For more information, visit: - https://learn.microsoft.com/en-us/deployoffice/admincenter/overview-office-customization-tool - https://learn.microsoft.com/en-us/microsoft-365/admin/setup/customize-your-organization-theme - https://support.microsoft.com/en-us/office/personalize-your-microsoft-365-experience-eb34a21b-52fa-4fbf-a8d5-146132242985

Scaling

• Independence of resources: Microsoft employs a combination of proactive monitoring and efficient management practices to mitigate the impact of demand fluctuations on Modern Work services. Microsoft focuses on several areas of service management to minimize the affect on Modern Work users by demands placed on the service: - Monitoring and Major Incident Management: - Service Desk and Normal Incident Management: - Administration and Feature Management: - Business Consumption and Productivity: For more information, visit: - https://learn.microsoft.com/en-us/microsoft-365/community/maturity-model-microsoft365-servicing-microsoft365-service-change-management - https://techcommunity.microsoft.com/t5/microsoft-365-blog/modern-service-management-for-office-365/ba-p/52793

Analytics

• Service usage metrics: Yes
• Metrics types: You can use dashboards in the Microsoft 365 admin centre to monitor the health of various Microsoft services. Microsoft 365 Monitoring increases observability and minimizes downtime through providing near real-time user telemetry data with enriched alerts in the Microsoft 365 admin centre's Service Health dashboard. Additionally, Microsoft 365 usage analytics gives you access to a prebuilt dashboard providing a cross-product view of last 12 months and contains many prebuilt reports. Each report provides you with specific usage insights. User-specific information is available for the last full calendar month. For more information, visit: - https://learn.microsoft.com/en-us/microsoft-365/enterprise/microsoft-365-monitoring - https://learn.microsoft.com/en-US/microsoft-365/admin/usage-analytics/usage-analytics - https://learn.microsoft.com/en-US/microsoft-365/admin/usage-analytics/enable-usage-analytics - https://learn.microsoft.com/en-us/graph/reportroot-concept-overview
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

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: Developed Vetting (DV)

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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
• 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
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Modern Work applications enable users to export their data in numerous ways. For information on how Outlook users can export their data, visit https://support.microsoft.com/en-us/office/export-emails-contacts-and-calendar-items-to-outlook-using-a-pst-file-14252b52-3075-4e9b-be4e-ff9ef1068f91 For information on how Teams users can export their data, visit https://answers.microsoft.com/en-us/msteams/forum/all/how-to-download-data-and-activities-carried-out-on/0e21a9e5-71c8-4cdd-b817-a019dcd54592
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Microsoft Excel (as a workbook or PivotTable report)
  • Text-only (tab delimited)
  • Comma-separated values (CSV)
  • Extensible Markup Language (XML)
• Data import formats:
  • CSV
  • ODF

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)

Availability and resilience

• Guaranteed availability: Please note that the following links are collectively a high-level overview, and the actual terms can be found in the specific SLA and refund policy documents. • https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services?lang=1&year=2023 • https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services • https://support.microsoft.com/en-us/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472 • https://www.microsoft.com/en-us/store/b/returns • https://learn.microsoft.com/en-us/answers/questions/1275102/ms-365-business-premium-service-level-agreement?page=1 • https://learn.microsoft.com/en-us/dynamics365/customer-service/use/overview-service-level-agreements • https://learn.microsoft.com/en-us/training/modules/service-level-agreements/ • https://www.microsoft.com/licensing/servicelevelagreements%29
• Approach to resilience: Microsoft's datacentre is designed to be resilient/align with the UK Government's 2nd Cloud Security Principle "Asset Protection and Resilience". * Redundant Architecture: Microsoft online services achieve service resilience through redundant architecture, which involves deploying multiple instances of a service on geographically and physically separate hardware. This provides increased fault-tolerance for Microsoft online services. * Data Replication and Automated Integrity Checking: Data replication and automated integrity checking are also part of Microsoft's strategy to ensure service resilience. * Compliance with UK G-Cloud: Every year, Microsoft prepares documentation and submits evidence to attest that its in-scope enterprise cloud services comply with the 14 Cloud Security Principles of G-Cloud. This gives potential G-Cloud customers an overview of its risk environment. * ISO/IEC 27001 Certification: The compliance process relies on the ISO/IEC 27001 certification. A Government Digital Service (GDS) accreditor then performs several random checks on the Microsoft assertion statement, samples the evidence, and makes a determination of compliance. * UK OFFICIAL Data: The appointment of Microsoft services to the Digital Marketplace means that UK government agencies and partners can use in-scope services to store and process UK OFFICIAL government data. Please also see: • https://learn.microsoft.com/en-us/compliance/assurance/assurance-resiliency-and-continuity • https://learn.microsoft.com/en-us/compliance/regulatory/offering-g-cloud-uk • https://learn.microsoft.com/en-us/azure/compliance/offerings/offering-uk-g-cloud • https://azure.microsoft.com/en-us/blog/trusted-cloud-security-privacy-compliance-resiliency-and-ip/ • https://azure.microsoft.com/en-us/blog/easing-compliance-for-uk-public-and-health-sectors-with-new-azure-blueprints/
• Outage reporting: Microsoft provides several ways to report service outages for BizApps and Azure Cloud: *Public Dashboard: *API: Microsoft offers the Service Communications API in Microsoft Graph *Email Alerts: In addition to the public dashboard, API, and email alerts, Microsoft provides a few more methods for service outage notifications: *Mobile Push Notifications: For urgent issues, Microsoft recommends configuring Service Health alerts to send mobile push notifications through the Azure mobile app. *IT Service Management Tools: Many customers already have ticketing systems and IT service management (ITSM) tools in place. *Power BI Notifications: Power BI provides incident notification so you can optionally receive emails if there's a service disruption or degradation. Please also see: •https://learn.microsoft.com/en-us/microsoft-365/enterprise/view-service-health?view=o365-worldwide •https://azure.microsoft.com/en-us/get-started/azure-portal/service-health/ •https://learn.microsoft.com/en-us/graph/service-communications-concept-overview •https://learn.microsoft.com/en-us/azure/service-health/impacted-resources-outage •https://learn.microsoft.com/en-us/azure/azure-monitor/app/sla-report •https://azure.microsoft.com/en-us/blog/how-to-stay-informed-about-azure-service-issues/ •portal.microsoft.com. https://portal.microsoft.com/servicestatus •https://learn.microsoft.com/en-us/power-platform/admin/check-online-service-health •https://learn.microsoft.com/en-us/power-bi/support/service-interruption-notifications •https://techcommunity.microsoft.com/t5/microsoft-defender-xdr-blog/get-email-notifications-on-new-incidents-from-microsoft-365/ba-p/2012518 •https://azure.microsoft.com/en-us/blog/three-ways-to-get-notified-about-azure-service-issues/ •https://learn.microsoft.com/en-us/power-bi/support/service-interruption-notifications •https://answers.microsoft.com/en-us/msoffice/forum/all/notifications-regarding-outages/0f8eb1e3-5caf-4e66-bbd9-e94415dba089

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Using Microsoft Entra, Modern Work allows you to create or update dynamic groups based on defined rules. These groups automatically adjust their membership based on specified criteria. You can implement multifactor authentication and control device access based on group, team, or site sensitivity, as well as use sensitivity labels to protect content in Microsoft Teams, Microsoft 365 groups, and SharePoint sites. Sensitivity labels enable you to protect content in Microsoft Teams, Microsoft 365 groups, and SharePoint sites. You can block access entirely from unmanaged devices or allow limited, web-only access. SharePoint, can restrict access to sites from specified network locations.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: The identity/access management features that are built into Azure products/services help protect your organizational and personal information from unauthorized access while making it available to legitimate users whenever and wherever they need it. For information: https://azure.microsoft.com/en-us/services/active-directory/ -Microsoft Entra Authenticator (formerly Microsoft Authenticator) -Password policy enforcement -Token-based authentication -Role-based access control (RBAC) -Integrated identity management (hybrid identity) -Secure infrastructure Azure is the foundation for many Microsoft services. Microsoft Entra ID (Azure Active Directory) and Windows Server Active Directory Domain Services enable you to monitor access patterns both in the cloud and on-premises, and identify/address unauthorized access attempts/other potential threats.

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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: Microsoft adheres to numerous, rigorous security and compliance standards, including CSA CCM version 3.0, ISO 27001, ISO 27018, SOC 1, SOC 2, SOC 3, FedRAMP, and HITRUST, among others. For more on specific compliance, visit: - https://learn.microsoft.com/en-us/compliance/assurance/assurance-governance - https://learn.microsoft.com/en-us/microsoft-365/community/microsoft365-maturity-model--governance-and-compliance - https://servicetrust.microsoft.com/
• Information security policies and processes: Microsoft's approach to security governance is multi-faceted and includes several key components: *Microsoft Power Platform: Microsoft Power Platform plays a crucial role in security and governance. It helps secure and govern apps like Power Automate and Power Apps. The platform allows administrators to create simple environment and tenant-wide Data Loss Prevention (DLP) policies. It also provides tools like the Microsoft Power Platform Centre of Excellence (COE) toolkit. *Data Loss Prevention Policies: These policies are used to prevent data leakage and ensure data security. *Security Design Considerations: Microsoft provides best practices for security design considerations. *Governance Model: Microsoft provides guidance on defining the governance model between citizen developers and managed IT services, as well as between central IT and the business unit admins. *Monitoring: Microsoft provides tools for capturing compliance/auditing data and measuring adoption and usage within an organization. *App Governance in Microsoft Defender for Cloud Apps: This provides visibility, remediation, and governance into how apps and their users access, use, and share sensitive data in Microsoft 365 and other cloud platforms. For more detailed information, you may want to explore these resources on the following resources: •https://learn.microsoft.com/en-us/training/modules/security-governance-intro/ •https://learn.microsoft.com/en-us/power-platform/admin/governance-considerations •https://learn.microsoft.com/en-gb/defender-cloud-apps/app-governance-manage-app-governance?view=o365-worldwide •https://learn.microsoft.com/en-us/defender-cloud-apps/app-governance-app-policies-overview •https://learn.microsoft.com/en-us/microsoft-365/business-premium/m365bp-security-privacy-compliance?view=o365-worldwide
• 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: Modern Work enforces change management procedures for both code and non-code changes to maintain its security posture. Detailed change management processes are enforced to maintain system integrity. Service teams utilize ticketing or source control tools to document evidence of approval and track all changes. Changes are deployed through Microsoft’s Secure Development Lifecycle (SDL), which includes specific security considerations related to code reviews, tests, and approvals before systematically releasing code into the Modern Work environment. Critical security review and approval checkpoints are part of the SDL. For more information, visit https://learn.microsoft.com/en-us/compliance/assurance/assurance-microsoft-365-change-management
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Microsoft uses a variety of methods to assess potential threats. The Microsoft Detection and Response Team actively looks for cyberthreats that have penetrated an environment, looking beyond known alerts or malicious threats to discover new potential threats and vulnerabilities. Deploying Patches The pace at which Microsoft deploys patches is dependent on specific requirements. Sources of Information About Potential Threats Microsoft aggregates data from various sources to gather information about potential threats. Please also see: •https://www.microsoft.com/en-us/security/blog/2022/09/08/part-1-the-art-and-science-of-threat-hunting/ •https://learn.microsoft.com/en-us/microsoft-365/security/defender/criteria?view=o365-worldwide •https://learn.microsoft.com/en-us/windows/deployment/windows-autopatch/overview/windows-autopatch-deployment-guide
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / 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 Centre Operations Manager. These tools are configured to provide time alerts to Azure security personnel in situations that require immediate action. Azure continuously monitors and detects risk in your organization, even when devices aren’t connected to the corporate network. Azure security has defined requirements for active monitoring. For a breakdown of initial response times by several level and business impact, please visit https://azure.microsoft.com/en-us/support/plans/response/
• 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: Microsoft employs a federated security incident response model. Each major online service team adheres to a shared incident management process, shared definitions, shared training to provide consistency. The Microsoft365 Security Response team provides service teams with centralized security expertise and incident response guidance as part of our federated security response model. Responsibilities for security incident response are shared between the Microsoft365 Security Response team and each Modern Work service team. Our incident response strategy, based on the NIST 800-61 response management phases, through phases of interconnected activity: -Preparation -Containment, eradication, recovery -Post-incident activity For more information, visit https://learn.microsoft.com/en-us/compliance/assurance/assurance-incident-management
• Post-quantum cryptography secure: No

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: Self service trials for: Teams Exploratory, Viva Goals, Visio Plan 1 & 2, Project Plan 1 & 3. Any other trial customer will need to contact MS.
• Link to free trial: Customers can view self-service subscriptions. In the Microsoft 365 admin center, go to the Billing > Your products page. On the Products tab, select the filter icon, then select Self-service. To view more details about a subscription, select one from the list.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: Friday 22 November 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA
• ISO 9001 accreditation date: Wednesday 25 September 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Worldpay
• PCI DSS accreditation date: Tuesday 16 July 2024
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 770b0286-b62f-4d8f-a3f8-44b33577be73
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 27d50e1f-0a8d-4755-b0dc-4b1183227761
• 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

    • 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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • 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, address their physical wellbeing
    • 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
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • 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
    • Volunteering opportunities for staff
    • 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 these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • 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

  • 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
    • 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

  • 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 to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • 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
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • 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
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and 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
    • 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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
    • Introducing transparency to pay and reward processes
    • 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
    • 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 tenders@trustmarque.com. Tell them what format you need. It will help if you say what assistive technology you use.