1 Cloud Consultants

Zoho One

Zoho One is an online (SaaS) suite of applications that you can become the operating system of your business. It includes CRM, Service Desk, Project Management, Online Meeting Software, Marketing Tools, Office Suite, Email, Cloud Storage, Finance Tools, HR Tools and more.

Features

• One low cost subscription over 47 different applications
• The operating system for your business
• Sales, Marketing, Support, HR, Finance, Collaboration included
• GDPR Compliant
• Open APIs for integration with third parties
• Real-Time Performance Dashboards and Reporting
• Granular security / access control
• Artificial Intelligence / Machine Learning built in as standard

Benefits

• One subscription to cover a suite of business applications
• Includes the essential elements needed to run your business
• Key products have simple built in interrogations to speed deployment
• Can be used to create insightful dashboards and reports
• Unified search for all of your business data
• Instant Messaging included in all the Zoho applications
• Zoho Directory allows integration with Active Directory for SSO
• Granular security to allow access only to what people need

£30 to £100 a user a month

• 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 hello@1cloudconsultants.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

631659687972095

Contact

Bill Quinn
0117 313 7600
hello@1cloudconsultants.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The Zoho Product Suite (Zoho One, Zoho CRM Plus, Zoho Desk, Zoho Projects, Zoho Campaigns, etc.) Third party applications such as Microsoft, Xero, Mailchimp. Marketplace of app integrations as well as Open APIs allow Zoho CRM to be integrated with a wide range of products.
• Cloud deployment model: Public cloud
• Service constraints: Any maintenance upgrades that might impact performance will be announced in advance.; ; Current system requirements: https://help.zoho.com/portal/en/kb/crm/getting-started/articles/specifications-zoho-crm#System_Requirements; ; Web browser (minimum): Safari 13, Google Chrome 73, Mozilla Firefox 69, Edge 79, Opera 60; ; Compatible with: Windows, Linux and Mac OS X; ; Other requirements: Enable JavaScript, Enable Cookies, Install Acrobat reader (optional), Install Spreadsheet viewer (optional)
• System requirements:
  • OS: Windows, Linux or Mac OS X
  • Safari 13 or above
  • Google Chrome 73 or above
  • Mozilla Firefox 69 or above
  • Edge 79 or above
  • Opera 60 or above
  • Enable JavaScript
  • Enable Cookies

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: We offer a range of support options depending on the needs of the organisations. Models available are call off hours, retainers, ad hoc support (Business Hours, 24 by 7).; ; All support is tracked and time monitored in our online ticketing portal.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Founder of the organisation is visually impaired (half blind) and is able to use the Zoho suite of products everyday without issue, without any other aids.
• Onsite support: Yes, at extra cost
• Support levels: Support is tailored to the customers requirements. We can offer ad hoc support - one off fixes and / or training; Call off hours over a period or time; SLA response time for either Business Hour Support or 24 by 7.; ; Due to the nature of customisation all support offerings are priced on application but can start from £ 150.; ; Each customer is assigned an Account Manager to oversee the relationship as well as a Technical Manager to understand their configuration and changes.; ; We operate a Tiered Support Model:; ; Tier 1 - Simple and immediate fixes that can typically be resolved on the phone, screen sharing or email first response.; ; Tier 2 - More complex configuration changes or issues are escalated to a Senior Support Agent for resolution.; ; Tier 3 - Typically bug fixes which are past back to the supplier for resolution, but managed by us to ensure a prompt resolution.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Zoho Desk can be deployed by a customer if they have experience with Desk and / or Zoho. However, our recommendation would be to work with 1 Cloud Consultants who can provide consultancy, onboarding, training and ongoing support.; ; The process would start with an initial consultation which would deliver an output of a scope of works. Where there is a more complex need a scope workshop can be used to understand the various processes within an organisation.; ; The scope of works would define what services and support the organisation would need and associated timescales with deployment.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats:
  • MS Office
  • Zoho Office Suite
  • Google Workspace
  • Customers Own Requierments
• End-of-contract data extraction: A request to Zoho Support will facilitate a backup of all the organisations data in .csv files which are compressed to the .zip standard
• End-of-contract process: At the end of the contract period, the organisation can choose to extend the contract on a rolling monthly basis or a new yearly contract. If the organisation doesn't want to continue with the service it can be cancelled, data extracted and or the account closed.

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: The mobile apps are built specifically for iOS or Android devices. They have a limited set of features - designed to allow mobile users the features they need without the more complex functionality (for example system administration).
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Zoho has a very open API which allows extensive customisation and transfer of data to third party systems. Full details of the API can be found at: https://desk.zoho.com/DeskAPIDocument
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Founder of the organisation is visually impaired (half blind) and is able to use the Zoho suite of products everyday without issue, without any other aids.
• API: Yes
• What users can and can't do using the API: Full details of the Zoho Desk API which articulates configuration, changes and limits can be found at: https://desk.zoho.com/DeskAPIDocument
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Zoho Desk is designed to be flexible so that it can be customised to your organisations needs. Modules can be reconfigured, renamed and additional fields can be added (and fields can be removed), Views, Reports can be built to your requirements. Zoho Desk can be integrated with third party applications. Which Users can do what level of customisation is defined in the Profiles settings of Zoho Desk from full customisation to limited.

Scaling

• Independence of resources: Zoho has built a robust multi-tenant which is tested frequently to ensure that during peak demand service is maintained. The current status can be viewed at https://status.zoho.eu

Analytics

• Service usage metrics: Yes
• Metrics types: The Audit Log is a chronological sequence of entries, each resulting from the actions performed by Users in Zoho CRM. Audit logs are helpful to determine what has happened before and after an event, and also to identify records associated with certain events over a rolling 60 days.
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Zoho

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • 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 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can visit the Report module and utilise prebuilt reports, or build their own Reports. These can be exported in .csv, .pdf or .xls format. Alternatively Zoho CRM can be integrated with Zoho Analytics (additional cost) for deeper Business Intelligence Reporting.; ; If a complete data extract is required, this can be completed by a request to Zoho.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: XLS (with import limits)

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: Zoho does not offer customers guaranteed uptime or a SLA. Zoho offers a service uptime of over 99%. The availability Zoho's services can be checked at https://status.zoho.eu/
• Approach to resilience: Zoho's EU data centres have a prime location of Utrecht, which is replicated by a backup data centre in Dublin. Zoho uses a distributed infrastructure, as well as ensuring all parts of the platform are redundant. Zoho has removed single point of failures within its network.; ; If there is an outage at the prime, service will continue as normal for the User due to the secondary location.; ; Data centre access is restricted to specific individuals. A combination of biometric and two factor authentication is utilised to ensure customer security.
• Outage reporting: Public outages can be viewed at https://status.zoho.eu

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Users are assigned a Profile and a Role. Profiles can be used to restrict what Users can and cannot do on Zoho CRM, Roles restrict what data Users can view.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 22/08/2019
• What the ISO/IEC 27001 doesn’t cover: Zoho has earned ISO/IEC 27001:2013 certification for Applications, Systems, People, Technology, and Processes.; ; Applicable to- All cloud services and on-premise products of Zoho, ManageEngine, Site24x7, WebNMS and GSP Solution.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 25/03/2022
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Zoho has done a Self-Assessment for the cloud services. ; ; Applicable to- All Cloud services of Zoho, ManageEngine, Site24x7 and Qntrl.; ; View and download: https://cloudsecurityalliance.org/star/registry/zoho-corporation-pvt-ltd/services/zoho/
• PCI certification: Yes
• Who accredited the PCI DSS certification: Attestation of Compliance for Self-Assessment Questionnaire D – Service Providers
• PCI DSS accreditation date: July 2018
• What the PCI DSS doesn’t cover: Zoho CRM; ; PCI Compliance relates to All the Zoho finance Plus products (ie) Zoho Books, Zoho Invoice, Zoho Inventory, Zoho Subscriptions, Zoho Expense, Zoho Checkout and Zoho Commerce
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • TRUSTe Review
  • SOC 2 Type II
  • SOC 2 + HIPAA

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: For the most recent and product specific governance standards, please visit: https://www.zoho.com/compliance.html
• Information security policies and processes: Zoho has implemented and achieved a number of internationally recognised security policies and process which include (list is not exhaustive): ISO/IEC 27001, ISO/IEC 27701, ISO/IEC 27017, ISO/IEC 27018, ISO 9001, ISO/IEC 20000, SOC 2 Type II compliant, SOC 2 + HIPAA

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: Zoho ensures that every change in all components of the service environment is governed by a change management policy whereby all changes are planned,tested,reviewed and authorized before implementation into production.Assessment of the potential impacts, including information security and privacy impacts, of such changes are conducted.Fall-back procedures, including procedures and responsibilities for aborting and recovering from unsuccessful changes and unforeseen events are documented and communicated.Proposed change plans are communicated to relevant parties.An audit log containing all relevant information related to the change is maintained.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Zoho have a dedicated vulnerability management process that actively scans for security threats using a combination of certified third-party scanning tools and in-house tools, with automated and manual penetration testing efforts. Zoho's security team actively reviews inbound security reports and monitors public mailing lists, blog posts, and wikis to spot security incidents that might affect the company’s infrastructure.; When Zoho identify a vulnerability requiring remediation, it is logged, prioritized according to the severity, and assigned an owner. Zoho identify the associated risks and track the vulnerability until it is closed by either patching the vulnerable systems or applying relevant controls.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Zoho monitor and analyse information gathered from services, internal traffic in our network, usage of devices and terminals. Zoho record this information in the form of event logs, audit logs, fault logs, administrator logs, and operator logs. These logs are automatically monitored and analyzed to a reasonable extent that helps us identify anomalies such as unusual activity in employees’ accounts or attempts to access customer data. Zoho store these logs in a secure server isolated from full system access, to manage access control centrally and ensure availability. ; .
• 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: Zoho have a dedicated incident management team. Zoho track and close the incidents with appropriate corrective actions. Whenever applicable, Zoho will identify, collect, acquire and provide you with necessary evidence in the form of application and audit logs regarding incidents that apply to you. Furthermore, Zoho implement controls to prevent recurrence of similar situations. For general incidents, we will notify users through our blogs, forums, and social media. For incidents specific to an organization, Zoho will notify the concerned party through email (using their primary email address of the Organisation administrator registered with Zoho).

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Tackling economic inequality:

  Tackling economic inequality

  Zoho actively seek learners where aptitude and mindset are the key requirements to provide them a free education which they wouldn't have been able to afford.; ; The Zoho School of Technology is known for its unique educational practices. Zoho School started in 2005 as a meaningful alternative to a conventional college education. What started with just 6 students in its first year has now groomed over 800 software professionals who are proud employees of Zoho Corporation.; ; Zoho's two-year programme is designed to bring out the best of every student who joins us. The first year of learning will involve subjects like Structured Problem Solving, industry-relevant programming languages, Web, Mobile and Client-Server Technologies, Foundational Mathematics for Software Engineering, and Communication Skills. ; ; The students join the teams at Zoho after one year of classroom-training and work as interns the following year.; ; Contextual learning is the key difference at Zoho Schools. The students are free to discover the beauty of programming through practical learning rather than a boring dump of dry theory. A plethora of guest lectures from practicing professionals from Zoho Corporation ensures that they stay abreast with current IT trends. Experiential learning makes it all the more enjoyable.
• Wellbeing:

  Wellbeing

  Zoho announced during the pandemic that it is building a 250-bed community hospital in Kattankulathur, on the outskirts of Chennai. The hospital will have a built-up area of 2.6 lakh sq ft and an area to bed ratio of 1,000 sq ft with self-contained facilities. The hospital will eventually be the centre from where complex healthcare will be provided in rural and non-urban areas using Haptic and similar technologies.; ; Sridhar Vembu, CEO and Co-Founder, Zoho Corp said: “We noticed that exurbs like Guduvanchery, smaller towns and rural areas do not have ample healthcare facilities that are common today in urban centres. The quality and cost are also restrictive. With this initiative, we intend to reduce the rural / urban divide. We will train paramedics in technology and clinical skills so that they can provide healthcare outside urban areas as well. We at Zoho are determined to use all the tools at hand to make impactful healthcare, a pan-societal reality over time.”; ; This hospital, an initiative driven by Dr Balachander Govindarajan, Medical Director, Zoho will reflect a synergy between analogue clinical skills and digital tools. A healing environment, holistic patient care, and a dynamic continuity of care before, during and after any hospitalisation, will all be incorporated into the system design. Zoho will also invest in innovative medical software and hardware technologies that will be integrated with clinical care at this facility.

Pricing

• Price: £30 to £100 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A 15 day free trial can be provided for a limited number of Users. Certain features are not available. If the trial period needs to be extended, this can be done on request,
• Link to free trial: https://store.zoho.eu/ResellerCustomerSignUp.do?id=545020951dcbba40ff1e18aa73c6e5cb

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 hello@1cloudconsultants.com. Tell them what format you need. It will help if you say what assistive technology you use.