Trustmarque Solutions Limited

Trustmarque Quest On Demand

Quest On Demand is a secure, Azure-hosted SaaS management platform to help IT/Partners/MSPs move faster, tighten security and control hybrid Office365 environments. Migrate, manage, report, secure and recover hybrid AD/Office 365 workloads across all tenants from a single dashboard. One-stop platform for secure SaaS solutions for Office365 migration, management, security.

Features

• Migration
• Audit
• Recovery
• Office 365
• License Management
• Group Management
• Teams Management

Benefits

• Merge or consolidate Office
• 365 mail, accounts and data with day one coexistence.
• Granular backup/recovery of Office365/Azure AD users, attributes, groups, group memberships
• Ensure the optimum number of licenses are available
• Audit all changes made across Office365 and Azure AD.
• Control the chaos of Office365, AzureAD and hybrid AD groups.
• Assess, plan and execute migrations with ease
• Avoid issues and accelerate migration; track progress with real-time visibility

£2.75 a unit

• 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 14

Service ID

610999190611961

Contact

Lorraine Spence
01904 924089
tenders@trustmarque.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Product helps you to manage office 365 environments.
• Cloud deployment model: Public cloud
• Service constraints: N/a
• System requirements:
  • Office 365
  • Azure

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Please refer to the Quest Support services document https://support.quest.com/essentials/support-offerings
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• 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 AAA
• Web chat accessibility testing: https://support.quest.com/
• Onsite support: No
• Support levels: Please refer to the Quest Support services document https://support.quest.com/essentials/support-offerings
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The product comes pre-packaged with a set of user guides (PDF format) for various modules. In addition to this, training videos are also provided. Self-guided system training is also embedded in our product.; ; Please see the below links:; https://support.quest.com/training-product-select; https://support.quest.com/product-support-product-select
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Requests for data extraction should be communicated to Quest for review.
• End-of-contract process: For the On Demand suite of products, there is an engineering process called PPII for which each module needs to detail what data they are gathering/processing/storing/logging with a focus on personal data. The customer is notified of this upon their subscription termination. As per GDPR guidelines, we notify customers prior to 90 days then proceed to delete all customer data after 90 days of the subscription ending if no action is taken on the customers end. We maintain an audit of these actions.We store the data for 30 days in case of deletion by mistake. Secure removal and destruction of information based on sensitivity of data and type of mediums (paper, tapes, disks, etc.) stored or presented on. We do not provide a certificate but an email notification can be requested through Quest Support. The ultimate deletion of the data on the physical medium is handled by the Cloud Provider (MS Azure) and is compliant to ISO 27001, SOC 2 practices.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems: Linux or Unix
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: The majority of these services are delivered via Microsoft Azure cloud services. The exception being the user interface, which is delivered using Amazon Web Services CDN network
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: We publish our level of conformance to “Electronic and Information Accessibility Standards” defined by Section 508 of the Rehabilitation Act on our website https://www.quest.com/legal/section-508.aspx ; Tests and scans are performed monthly for On Demand solutions.
• API: No
• Customisation available: No

Scaling

• Independence of resources: The On Demand solution takes advantage of the fault-tolerance and high availability of the Azure infrastructure. For example the solution has provisions to scale dynamically to respond to load. The Azure data centers store multiple redundant of the data at rest on separate network and hardware. Additional resource are automatically added depending on the demand.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Quest, Microsoft On Demand

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Customer data is protected through the Azure built in data at rest server-side encryption mechanism. It uses the strongest FIPS 140-2 approved block cipher available. Advanced Encryption standard (AES) algorithm, with a 256-bit key.
• 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: Some capabilities exist depending on the specific product of the On Demand solution to view historical data. For example for the On Demand Migration product information about past migrations is available.
• 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)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Given our usage of Microsoft Azure and the high availability measures in place, it's extremely rare for the application to be unavailable. We strive for 99.5% uptime. Status on maintenance and downtime can be found here: https://status.quest-on-demand.com/
• Approach to resilience: As part of the ISO 27001 certification
• Outage reporting: We have release\maintenance Windows twice per week on Tuesdays and Thursdays at 16:00 UTC which the customer can subscribe to for updates. We usually don’t require downtime but either way, the website is updated 2 weeks prior to the maintenance if downtime is necessary. https://status.quest-on-demand.com/

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: As part of our ISO requirements, we maintain a Production Access Clearance (PAC) list that is used for the Production Access Approval process, which is used when determining whether qualified and entitled individuals can obtain access to production resources.
• Access restrictions in management interfaces and support channels: Privileged access is controlled through the On Demand access process and monitoring/review of activities
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Other
• Description of management access authentication: Quest employs a least privileged model where employees are only granted the permissions that are necessary to perform their work tasks. Elevated privileges are granted temporarily through a privileged access group model, where the access must first be approved, and its use is audited until it is automatically revoked.; Multi-factor authentication is employed to ensure secure access to business sensitive data.

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• 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: Schellman Compliance, LLC
• ISO/IEC 27001 accreditation date: 22/08/2023
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: SOC2 Type2

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: https://www.quest.com/docs/information-security-policy-legal-131273.pdf

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: Formal, secure Software Development Life-Cycle (SDLC) processes are in place that have been approved by management, communicated to appropriate constituents. These processes include change management and are reviewed and maintained regularly. Dev and Ops Teams are trained to properly configure an Approved Configuration for the Cloud environment (Virtual Networks, NSG, WAF). Benchmarks published by the CIS are followed as baselines and non-compliance is detected by leveraging built-in Azure or AWS tools as well as custom scripts. The deployment process follows a strict Change Management process where all changes are identified, reviewed and approved by the Dev and Ops teams.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Monthly Vulnerability scans are performed internally. During the yearly Third-Party penetration testing exercise outsourced scans are also performed.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The On Demand solution leverages Azure PaaS infrastructure. Monitoring of that infrastructure is dynamic. For the Quest environment, Quest IS has a defense in depth approach including Patch Management, vulnerability scanning, SIEM solution, Email scanning, IDS/IPS.; ; The On Demand solution is protected through leveraging a multi-layer approach at the Azure environment and Application layers.
• 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: For its On Demand solution, Quest has established a formal process of preparation, detection, analysis, containment, eradication, recovery, and post-incident activities. As well, in accordance with international privacy laws, Quest has established a Security Breach Notice process.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Trustmarque's Environmental Policy and Carbon Reduction Plan include delivering and supporting actions on reducing our carbon footprint and our impact on climate change. We have set a target to achieve net zero by 2035. Our policies include 'Virtual First 'meetings, energy reduction plans, flexible working, green software solutions and associated services from innovative suppliers to promote digital environmental innovation, promoting sustainable procurement. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Covid-19 recovery

  Trustmarque can provide re-training for those left disadvantaged by Covid-19 through skills training, CV and interview workshops. We promote employment and skills by working with Buyers to identify individuals who can benefit from our incentives, which can include workshops to develop and help those who face barriers to employment and increase digital accessibility for communities and hard to reach groups. We can also provide access to apply for apprenticeship and work experience opportunities. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Tackling economic inequality

  Trustmarque tackles economic inequality through operating a diverse supply chain including many SMEs and micro businesses. Our access to a broad range of suppliers ensures both resilience and capacity. Trustmarque is continuously refining our supply chain to meet the ever-changing needs of our customers and to ensure we can always offer the best solution through capability, capacity and resilience at the best price. Our vendor agnostic approach among suppliers allows us to support innovation and disruptive technologies to deliver lower cost and/or higher quality goods and services to customers. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Equal opportunity

  Trustmarque operates an Equal Opportunities policy that outlines our commitments including creating a workforce that reflects the diversity of our communities. Other initiatives include supporting disabled people to develop skills and supporting in-work progression. Trustmarque is a Level 1 Disability Confident employer, demonstrating our commitment to employing a diverse workforce so all can flourish. We are committed to a policy of treating all its employees and applicants equally. We are committed to creating an environment where diversity is valued and respected and where our people can bring their different perspectives, and whole selves to work. Inclusivity and equal opportunities for all colleagues are paramount. Trustmarque is a Living wage employer, and we offer 14–18-month apprenticeships. In February 2024 we launched Encircle our DEI network – made by colleagues, for colleagues to support Diversity, Equity, and Inclusion in the workplace. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Wellbeing

  We align our approach to mental wellbeing to the six standards in the Mental Health at Work commitment, including staff work and wellbeing sessions, flexible working, speak-up policy, etc. We have a dedicated team of qualified Mental Health First Aiders who offer support to all Trustmarque Group Colleagues to offer advice regarding how to support and signpost – this is linked to the ALGEE mental health action plan. The Work+Wellbeing team also facilitate workshops or share resources to support wellbeing within the workplace, this can be found on our Work+Wellbeing team via the Trustmarque Hub. We have an Employee Assistance Programme which is available 24/7 to all Trustmarque Group Colleagues. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

Pricing

• Price: £2.75 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Yes Trials can be accessed by going to www.quest.com ; Quest will provide a trial with full functionality of the software for a limited set of users timeboxed to 14 days use of the software.
• Link to free trial: https://www.quest.com/signup/114290/

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.