Skip to main content

Help us improve the Digital Marketplace - send your feedback

SoftwareONE

Digital Workplace Essentials

SoftwareOne Digital Workplace Essentials is a complete support service for Microsoft 365, including licenses and 24x7 managed service. It frees up IT resources to focus on other activities, while ensuring employees can work effectively and securely.

Features

  • Strategic guidance: Expert insights and best practices adoption
  • Expert implementation: Smooth and efficient process.
  • Change management support: Ensuring effective technology adoption.
  • Training and support: Programs for effective tool usage.
  • Enhanced security: Minimizing security risks.
  • Cost savings: More cost-effective implementation
  • Continuous innovation: Ongoing advice on emerging technologies.
  • Scalability: Easily scale technologies to meet needs.
  • Risk mitigation: Proactively address potential challenges.
  • Improved productivity: Minimize disruption during implementation.

Benefits

  • Cost optimization: Increased budget transparency, cost-saving opportunities.
  • Reduced risk: 24x7 global support for M365 environment.
  • Increased availability: Stable support for secure, confident work.
  • Reduced complexity: Simplified M365 investment from single source.
  • Improved productivity: Latest technology and automation for employees.

Pricing

£1 a user a month

  • Education pricing available

Service documents

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 technology-products.uk@softwareone.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

6 4 1 5 2 8 8 3 4 9 4 6 0 5 2

Contact

SoftwareONE Tom Hook
Telephone: +44 203 005 0238
Email: technology-products.uk@softwareone.com

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Microsoft 365 (Modern Workplace).
Cloud deployment model
Public cloud
Service constraints
This offering sits on top of the Microsoft 365 public cloud platform. There may be constraints relating to incidents at the Microsoft back end which may impact the service.
System requirements
  • 1.9GHz x86/x64-bit dual core processor, SSE2 instruction set
  • Memory - 2-GB RAM
  • Display - Super VGA with a resolution of 1024x768
  • Bandwidth> 1Megabit per second (125 KBps)
  • Latency under 150 ms
  • Windows 10 - Internet Explorer 11, Microsoft Edge
  • Windows 8.1 - Internet Explorer 11
  • Windows 8 - Internet Explore 10
  • Windows 7 - Internet Explore 10, Internet Explore 12
  • Support for Firefox, Chrome, Safari depending on device/OS.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Available 24/7, no difference for weekends. SLA response times will vary based on the severity of the incident that has been raised. 30 minute SLA for emergency events.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
No
Support levels
24/7 support level with an account and service success manager available as an optional add on.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
There is a commercial and technical side to the onboarding. A service success manager is assigned to help with the onboarding and improve the customer experience. During the onboarding call, the service success manager will provide training on how to raise and manage tickets with our service.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
No user / customer data is held by SoftwareONE. All data remains within the customer's own M365 tenant.
End-of-contract process
Upon any termination of a Services Contract, Customer shall pay SoftwareONE: for all amounts due under the Services Contract up to the date of termination together with the cost of all materials and goods ordered for the performance of the Services and delivery of the Deliverables being terminated for which SoftwareONE has paid or is legally bound to pay; and except to the extent SoftwareONE terminates a Services Contract for convenience, the termination fees set out in the Services Contract for the Services being terminated.
After the InitialTerm, this Services Contract shall automatically renew for successive periods of the same length as the Initial Term unless either party gives the following written notice of termination to the other party prior to the expiration of the then current term: where the Initial Term or a Renewal Term is for a period which is: (i) three months or more, two months’ written notice must be provided; or (ii) less than three months, one months’ written notice must be provided.
Customer acknowledges that the expiry or termination of this Services Contract may not cause Microsoft Licenses resold hereunder to terminate. Any such licenses will expire or terminate in accordance with their license terms.

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 website can be opened using a mobile web browser application, experience is optimized for mobile.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
SoftwareONE PyraCloud platform accessed via a web browser.
Accessibility standards
None or don’t know
Description of accessibility
Phone, email and online portal is available if service portal cannot be used due to accessibility issues.
Accessibility testing
N/A
API
No
Customisation available
No

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 multitenant environments.

Analytics

Service usage metrics
Yes
Metrics types
Please see the Business admins section found here https://support.office.com/en-gb
Reporting types
  • API access
  • Real-time dashboards

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Microsoft

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
Other data at rest protection approach
For data at rest, Office 365 deploys BitLocker with AES 256-bit encryption on servers that hold all messaging data, including email and IM conversations, as well as content stored in SharePoint Online and OneDrive for Business. BitLocker volume encryption addresses the threats of data theft or exposure from lost, stolen, or inappropriately decommissioned computers and disks.
In some scenarios, we use file-level encryption.
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
Please see https://products.office.com/en-us/business/office-365-online-data-portability
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
See https://products.office.com/en-us/business/office-365-online-data-portability
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
Please see http://fasttrack.microsoft.com/office/onboard/50

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
For data in transit, all customer-facing servers negotiate a secure session by using TLS/SSL with client machines to secure the customer data. This applies to protocols on any device used by clients, such as Skype for Business Online, Outlook, and Outlook on the web.
see also http://aka.ms/Office365CE
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
See http://aka.ms/Office365TI and http://aka.ms/Office365CE

Availability and resilience

Guaranteed availability
See http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=13655
Approach to resilience
See https://msdn.microsoft.com/en-us/library/hh771583.aspx
Outage reporting
Via the service status portal, Email, Alerts or Mobile Application

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication
With the exception of internet sites for anonymous access created with SharePoint Online, users must be authenticated when accessing Office 365 services.
Modern authentication Modern authentication brings Active Directory Authentication Library (ADAL)-based sign-in to Office client apps across platforms. This enables sign-in features such as Multi-Factor Authentication (MFA), SAML-based third-party identity providers with Office client applications, and smart card and certificate-based authentication. It also removes the need for Microsoft Outlook to use the basic authentication protocol. For more information, see How modern authentication works for Office 2013 and Office 2016 client apps and Using Office 365 modern authentication with Office.
Access restrictions in management interfaces and support channels
"Office 365 comes with a set of administrator roles that you can assign to users in your organization. Each admin role maps to common business functions, and gives those people permissions to do specific tasks the Office 365 admin center.

https://support.office.com/en-gb/article/About-Office-365-admin-roles-da585eea-f576-4f55-a1e0-87090b6aaa9d?ui=en-US&rs=en-GB&ad=GB

https://support.office.com/en-gb/article/Assign-admin-roles-in-Office-365-eac4d046-1afd-4f1a-85fc-8219c79e1504?ui=en-US&rs=en-GB&ad=GB"
Access restriction testing frequency
At least once a year
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 6 months and 12 months
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
Between 6 months and 12 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
TÜV SÜD Ltd.
ISO/IEC 27001 accreditation date
26/12/2022
What the ISO/IEC 27001 doesn’t cover
Service scope for office 365 is described in this document: http://download.microsoft.com/download/1/4/3/1434ABAB-B8E9-412D-8C3A-187B5FCB7A2F/Compliance%20Framework%20document.pdf
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
02/12/11
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Service scope for office 365 is decribed in this document: http://download.microsoft.com/download/1/4/3/1434ABAB-B8E9-412D-8C3A-187B5FCB7A2F/Compliance%20Framework%20document.pdf
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • ENISA IAF
  • EU Model Clauses
  • EU-U.S. Privacy Shield
  • ISO 27001
  • ISO 27018
  • SOC 1/2
  • FEDRAMP
  • NIST 800-171
  • HIPAA/HITECH. ISB 1596,, CCSL (IRAP)
  • Cyber Essentials Plus

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
FISMA/FedRamp, EU Model Clauses, HIPAA/HITECH, ISB 1596, ISO 27018, SASE16 SOC1 & SOC 2
Information security policies and processes
The Microsoft Cloud Security Policy is available via the Service Trust Platform aka.ms/stp

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
Microsoft also uses Operational Security Assurance (OSA), a framework that incorporates the knowledge gained through a variety of capabilities that are unique to Microsoft. OSA combines this knowledge with the experience of running hundreds of thousands of servers in datacenters around the world.

The three key processes of OSA are:
• Ensuring that OSA inputs (such as organizational learning, threat intelligence, and security technologies) are up-to-date and relevant.
• Developing and applying centralized review processes to consolidate requirements to establish the OSA baseline requirements.
• Engaging and implementing the new requirements and baselines.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Office 365 implements technologies to routinely scan the environment for vulnerabilities. Additionally, Office 365 contracts with external penetration testers who routinely scan the Office 365 system. Identified vulnerabilities are tracked, and verified for remediation. In addition, regular vulnerability and penetration assessments are performed to identify vulnerabilities and determine whether key logical controls are operating effectively.

The MSRC regularly monitors external security vulnerability awareness sites. As part of the routine vulnerability management process, Office 365 evaluates our exposure to these vulnerabilities and leads action across Office 365 to mitigate risks when necessary.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Office 365 employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacenter edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause.

Proactive monitoring continuously measures the performance of key subsystems of the Office 365 services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.
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
Please see http://aka.ms/Office365SIM

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

Social Value

Social Value

  • Fighting climate change
  • Tackling economic inequality

Fighting climate change

At SoftwareOne, we are committed to making a positive impact on society beyond our core services. As part of our G-Cloud service provision, we will continue to actively engage with in-house volunteering initiatives, including our “Harmony Day” programme. We intend to address fighting Climate Change by: Our team recognizes the urgent need to combat climate change. Through our Harmony Day programme, we encourage employees to volunteer their time and skills toward environmental causes. We have previously organised tree-planting days and are looking to collaborate with new environmental organisations. By dedicating some of our our Harmony Days to climate-related projects, we contribute directly to reducing carbon emissions, promoting sustainable practices, and raising awareness about environmental issues.

Tackling economic inequality

At SoftwareOne, we are committed to making a positive impact on society beyond our core services. As part of our G-Cloud service provision, we will continue to actively engage with in-house volunteering initiatives, including our “Harmony Day” programme. We intend to address economic inequality by: As part of our commitment to social value, we will channel our Harmony Day efforts toward addressing this issue. Our Social Value lead will look to engage our public sector team with volunteering organiations that support marginalised communities, low-income families, and individuals facing economic hardships. Whether it’s mentoring underprivileged youth, providing job readiness workshops, or supporting food banks, our team will aim to contribute to reducing economic disparities through volunteering days.

Pricing

Price
£1 a user a month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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 technology-products.uk@softwareone.com. Tell them what format you need. It will help if you say what assistive technology you use.