SharePoint Helpdesk
Cloud Cover IT has a specialist SharePoint support team of experts offering first, second and third line support both remotely and onsite. Our fully UK based team are all trained as part of out Microsoft Gold Partner status.
Features
- Built on native SharePoint using lists, libraries and pages
- 100% customisable by power users
- Helpdesk support online
- Helpdesk support Onsite
- Fully managed Sharepoint solutions
- Easy to change the look, feel, colours, font, & layout
- Active Content translates into no more outdated content
- Content automatically pushed to the Intranet portal from activities
- Departments can push news, events and policies to the Intranet
- Notifications and content approvals before publishing
Benefits
- Ready to use out of the box: reducing implementation time
- Ready to use out of the box: reducing cost
- Easy to use: part of Office 365 user interface
- No re-entering of user details on existing Office 365 infrastructure
- Brings all employees’ together in one place: on Office 365
- Enables teams to collaborate: on one platform
- Enables organisations to promote organisational updates in one place
- Promoted links in one place: launch apps from one place
- Enables organisational documents to be easily found in one place
- Centralised control and approval of organisation-wide messages
Pricing
£18 to £100 a user a month
- Education pricing available
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
6 4 8 0 1 1 1 3 7 7 0 8 5 0 7
Contact
Cloud Cover IT Limited
Lance Gauld
Telephone: 07768 444498
Email: lance@flyte.cloud
Service scope
- Software add-on or extension
- No
- Cloud deployment model
-
- Public cloud
- Private cloud
- Hybrid cloud
- Service constraints
- Subject to Microsofts' ongoing maintenance and upgrading schedule.
- System requirements
-
- Access to internet
- Office365 licencing
- SharePoint licence
- Internet accessable device
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- We will try and respond within an hour but are contracted to 4 hour response during normal weekeday working hours and by contract outwith those times
- 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
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- Web chat
- Web chat support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support accessibility standard
- None or don’t know
- How the web chat support is accessible
-
It is a plug in on our website giving access to sales, admin and support
We still prefer tickets to be raised for technical problems but quick questions are welcomed on the chat - Web chat accessibility testing
- We test this regularly to ensure connectivity
- Onsite support
- Yes, at extra cost
- Support levels
- Support is provided by Cloud support engineers who can access clients systems remotely to solve any SharePoint issues. Cost of support is tailored individually to each client and their IT needs.
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- We provide user documention and webinar based training. At request, onsite training is available.
- Service documentation
- Yes
- Documentation formats
-
- HTML
- ODF
- End-of-contract data extraction
- Data can be archived, downloaded or destroyed as per Microsoft procedures and any legislation that binds the client.
- End-of-contract process
- At the end of the contract the completed product will be transferred as per client instruction. We would not envisage a cost to do this unless the client requests a service not covered by their contract.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Chrome
- Application to install
- Yes
- Compatible operating systems
-
- Android
- IOS
- MacOS
- Windows
- Windows Phone
- Other
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- It is very similar but with less overheads to make it faster on the app
- Service interface
- Yes
- User support accessibility
- None or don’t know
- Description of service interface
- We have viewable web based portable of service status during build and ongoing support
- Accessibility standards
- None or don’t know
- Description of accessibility
- The service is accessable through website and is primarily for information but can be made interactive at a cost
- Accessibility testing
- We test the interfaces and accessability on a regular basis
- API
- No
- Customisation available
- Yes
- Description of customisation
- CloudcoverIT will discuss the clients needs before the system is installed and SharePoint will be customised to fit those needs before installation.
Scaling
- Independence of resources
- Microsoft platform has a huge capacity so our client base are never in competition for the use of services. The biggest restraint on clients is the speed of their individual internet access.
Analytics
- Service usage metrics
- Yes
- Metrics types
- Data and storage usage is provided.
- Reporting types
-
- Real-time dashboards
- Reports on request
Resellers
- Supplier type
- Reseller providing extra features and 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)
- 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
- In-house
- Protecting data at rest
-
- Physical access control, complying with CSA CCM v3.0
- Physical access control, complying with SSAE-16 / ISAE 3402
- Data sanitisation process
- Yes
- Data sanitisation type
- Deleted data can’t be directly accessed
- Equipment disposal approach
- In-house destruction process
Data importing and exporting
- Data export approach
-
Data can be exported using any one of the Microsoft Office products from Access, Excel, Word etc.
The product has the availability to export into CSV product - Data export formats
-
- CSV
- ODF
- Other
- Other data export formats
-
- Excel
- Word
- Access
- Powerpoint
- Microsoft Power BI
- Data import formats
-
- CSV
- ODF
- Other
- Other data import formats
-
- Excell
- Word
- Powerpoint
- Access
- Power BI
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- Legacy SSL and TLS (under version 1.2)
- Other
- Other protection between networks
- Client data is private and secure in the Microsoft Cloud Azure and supported by the protection of Microsoft. A client's data will not be transferred to our network in any circumstances.
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- Legacy SSL and TLS (under version 1.2)
Availability and resilience
- Guaranteed availability
- Guaranteed availability is as per Microsoft SharePoint licence agreement.
- Approach to resilience
- As per Microsoft Data Centre, resilience spread across at least three data centres.
- Outage reporting
- As per Microsoft 365 portal.
Identity and authentication
- User authentication needed
- Yes
- User authentication
- 2-factor authentication
- Access restrictions in management interfaces and support channels
-
CCIT provides user access control to CCIT services, APIs and specific resources. Other controls include time, originating IP address, SSL use, and whether users authenticated via MFA devices.
API calls to launch/terminate instances, change firewalls, and perform other functions are signed by customers’ Amazon Secret Access Key (either the root CCIT Account’s Secret Access Key or the Secret Access key of a user created with CCIT IAM). Amazon EC2 API calls cannot be made on customers’ behalf without access to customers’ Secret Access Ke.
API calls can be encrypted with TLS/SSL for confidentiality and customers can use TLS/SSL-protected API endpoints. - Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Dedicated link (for example VPN)
- 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
- User-defined
- 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
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- No
- Other security certifications
- Yes
- Any other security certifications
- ISO 27001 Due in May 2022
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- Other
- Other security governance standards
- Cyber Esentials
- Information security policies and processes
-
CCIT implements formal, documented policies and procedures that provide guidance for operations and information security within the organisation. Policies address purpose, scope, roles, responsibilities and management commitment.
Employees maintain policies in a centralised and accessible location. CCIT is responsible for familiarizing employees with the CCIT security policies.
CCIT has established information security functions that are aligned with defined structure, reporting lines, and responsibilities. Leadership involvement provides clear direction and visible support for security initiatives.
Policies are approved by CCIT leadership at least annually or following a significant change to the CCIT environment.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
-
Changes to CCIT services and features follow secure software development practices, including security risk reviews prior to launch. Developer access to production environments is via explicit access system requests, subject to owner review and authorisation.
Teams set bespoke change management standards per service, underpinned by standard CCIT guidelines. All production environment changes are reviewed, tested and approved. Stages include design, documentation, implementation (including rollback procedures), testing (non-production environment), peer to peer review (business impact/technical rigour/code), final approval by authorised party.
Emergency changes follow CCIT incident response procedures. Exceptions to change management processes are documented and escalated to CCIT management. - Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- CCIT Security performs vulnerability scans on the host operating system, web applications, and databases in the CCIT environment. Approved 3rd party vendors conduct external assessments (minimum frequency: quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
CCIT deploys (pan environmental) monitoring devices to collect information on unauthorized intrusion attempts, usage abuse. network/application bandwidth usage. Devices monitor:
• Port scanning attacks
• Usage (CPU, processes, disk utilization, swap rates, software-error generated losses)
• Application metrics
• Unauthorized connection attempts
Near real-time alerts flag potential compromises based on CCIT Service/Security Team- set thresholds.
Requests to CCIT KMS are logged and visible via account’s CCIT
CloudTrail Amazon S3 bucket. Logs provide request information, which CMK, and identify the CCIT resource protected through the CMK use. Log events are visible to customers after turning on CCIT CloudTrail in their account. - Incident management type
- Supplier-defined controls
- Incident management approach
-
CCIT adopts a three-phased approach to manage incidents:
1. Activation and Notification Phase
2. Recovery Phase
3. Reconstitution Phase
To ensure the effectiveness of the CCIT Incident Management plan, CCIT conducts incident response testing, providing excellent coverage for the discovery of defects and failure modes as well as testing the systems for potential customer impact.
The Incident Response Test Plan is executed annually, in conjunction with the Incident Response plan. It includes multiple scenarios, potential vectors of attack, the inclusion of the systems integrator in reporting and coordination and varying reporting/detection avenues.
Secure development
- Approach to secure software development best practice
- Supplier-defined process
Public sector networks
- Connection to public sector networks
- No
Social Value
- Social Value
-
Social Value
WellbeingWellbeing
Flyte is committed to the wellbeing of our team and extended family. We have developed a range of flexible working and wellbeing policies across our team and pride ourselves on being a good employer in this respect. Changes to work for everyone have highlighted the role that technology can play in connecting people and encouraging wellbeing across extended work teams. We have engaged with this fully and have worked in collaboration with Microsoft to develop wellbeing toolkits to compliment the Microsoft Viva solution. Gauge.IT is a fully anonymised employee feedback tool which allows work teams to engage on how they are feeling about their work environment and is central to our commitment to making wellbeing in the workplace a priority.
Pricing
- Price
- £18 to £100 a user a month
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
- SharePoint trials are available from Microsoft portal
- Link to free trial
- https://portal.office.com/partner/partnersignup.aspx?type=Trial&id=e6f61b76-41ba-405b-b5b1-72c7bed9d8f4&msppid=3814735