FRONTLINE CONSULTANCY AND BUSINESS SERVICES LIMITED

Microsoft 365 and Copilot Managed Productivity Service

Frontline’s Microsoft 365 and Copilot productivity service provides governed deployment, licensing support, security configuration, backup, device management, and operational support. The service helps public sector organisations securely adopt and manage Microsoft cloud services, ensuring continuity, compliance, and value through proactive management and service governance.

Features

• Managed Microsoft 365 productivity applications
• Secure email and calendaring using Exchange Online
• Collaboration and conferencing through Microsoft Teams
• Document management and intranet services using SharePoint
• File storage and collaboration with OneDrive
• Advanced analytics and reporting capabilities
• Intune-based device and application management
• Identity and access management with Conditional Access
• Advanced threat protection and security monitoring
• Information protection and compliance configuration

Benefits

• ​​Proven track record delivering flexible M365 projects
• ​Supporting clients to release value from Office 365 and Co-Pilot
• ​Access to data from anywhere on any approved device
• ​Scale licenses up/down
• ​Productivity tools to aid digital transformation
• ​Remove cost of legacy applications
• ​Skills transfer including training and project management
• ​Office 365 Software updates as standard​

• 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 <removed>@2263e525-f62a-4709-b1ff-188838e9fe71.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

675065058989768

Contact

<removed>
<removed>
<removed>@2263e525-f62a-4709-b1ff-188838e9fe71.com

About your service

• Service categories:

  Applications

  Collaborative

  • Email
  • Team collaboration

  Conferencing and virtual event

  • Web Conferencing Applications
• Multi cloud support: No

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: ​​Microsoft Ecosystem​
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: NA
• System requirements:
  • Supported, up-to-date operating system including Windows, macOS, iOS, or Android.
  • Supported modern web browser: Edge, Chrome, Safari, or Firefox.
  • Automatic application updates enabled for security and feature releases.
  • Desktop apps: Word, Excel, PowerPoint, Outlook, OneNote required.

User support

• Email or online ticketing support: Yes
• Support response times: Support queries are prioritised by severity and handled during service hours, Monday to Friday, 08:00–18:00 (UK), excluding public holidays. Priority 1 requests receive a target response within 1 hour and resolution within 4 hours. Priority 2 requests receive a 2-hour response and 8-hour resolution target. Priority 3 requests receive a 4-hour response and 16-hour resolution target. Priority 4 requests receive an 8-hour response and 32-hour resolution target. Requests submitted outside service hours, including weekends and public holidays, are logged and responded to at the start of the next business day.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: We provide structured remote technical support with defined service levels based on incident priority. Support is available Monday to Friday, 08:00–18:00 (UK), excluding public holidays, and is delivered via email, phone, and an online ticketing system.; ; Support requests are categorised into four priority levels. Priority 1 incidents receive a target response within 1 hour and resolution within 4 hours. Priority 2 incidents receive a 2-hour response and 8-hour resolution target. Priority 3 incidents receive a 4-hour response and 16-hour resolution target. Priority 4 incidents receive an 8-hour response and 32-hour resolution target. All support is delivered remotely by qualified cloud support engineers, with regular progress updates and a clear escalation path.; ; Standard support is included within the service price unless otherwise stated in the service definition. Enhanced support options, such as extended service hours, faster response times, or additional reporting, are available at additional cost and are priced based on the agreed service scope.; ; A named Technical Account Manager or Cloud Support Engineer can be provided as part of enhanced support packages to deliver service oversight, escalation management, and regular service reviews.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: ​​​​We provide a tailored onboarding pathway, collaborating with stakeholders to understand goals and requirements. Our agile teams define ways of working, acceptance criteria, and KPIs, ensuring a smooth transition to M365 and Co-Pilot​
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: The customer remains the owner of their Microsoft 365 tenant. At contract end, Frontline will cease administration and support services. The customer may retain licenses directly with Microsoft or transition to an alternative partner. Data remains accessible within the customer’s tenant.
• End-of-contract process: The customer remains the owner of their Microsoft 365 tenant. At contract end, Frontline will cease administration and support services. The customer may retain licenses directly with Microsoft or transition to an alternative partner. Data remains accessible within the customer’s tenant.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: ​​Desktop apps (Word, Excel, PowerPoint, etc.) include advanced tools such as: ; ; ​Power Query, macros, VBA, advanced charts in Excel ; ; ​Mail Merge, Track Changes enhancements, advanced formatting in Word ; ; ​Morph transitions, Presenter View, advanced animations in PowerPoint ​ ; ; ​Mobile apps lack many of these advanced capabilities and focus on core editing, viewing, and lightweight productivity.​
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: ​​Each customer receives their own tenant, ensuring full logical isolation of identity, subscriptions, and resources​.

Analytics

• Service usage metrics: Yes
• Metrics types: Service health (availability of Exchange, SharePoint, Teams, OneDrive, etc.) ; ; ​Exchange: mail flow performance, mailbox usage ; ; ​SharePoint: site usage, user activity ; ; ​Teams: chat, meeting and call metrics ; ; ​OneDrive: file activity, storage stats ; ; ​Domain/Site inventory ; ; ​Incident history and feature‑level health
• Reporting types: Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

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: 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: Supplier-defined controls
• 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 SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: ​​Frontline will ​carry out any actions agreed as part of exit on behalf of the customer
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PST
  • Files
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • PST
  • FIles

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Service levels are dependent upon the type of service procured from Microsoft by Frontline. These would be explored and agreed with the procuring organisation and a service credit regime created. ; ; ​​Please note that for some services, outages related to a Microsoft issue do not always have a stipulated service credit value, but a credit request needs to be submitted to Microsoft, and any recovered funds will be passed back to the client.
• Approach to resilience: Microsoft’s datacentres are engineered for resilience through a defence‑in‑depth architecture and multi‑layered redundancy across power, cooling, and networking. They are distributed globally and organised into regions and availability zones, each with independent infrastructure to ensure services remain available even if an entire zone or region experiences a failure.​​
• Outage reporting: Service outages are reported to customers through a combination of proactive email alerts and a public status dashboard. When a service-impacting incident is identified, affected customers are notified by email with details of the issue, the services impacted, and the current status. Follow-up email updates are issued at appropriate intervals to provide progress updates and estimated resolution times where available.; ; In parallel, outage information is published to a public service status dashboard, providing visibility of current incidents, affected services, and overall service health. This allows customers to independently view service status without raising a support request.; ; Once an incident is resolved, a final email notification is issued confirming service restoration and, where appropriate, summarising the incident and any corrective actions taken. Customers may also contact support via the ticketing system or email for additional updates during an incident.; ; This service does not provide an outage reporting API unless explicitly stated in the service definition.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted through layered identity and access controls. Privileged credentials are securely managed using Delinea Secret Server, preventing direct access to administrative passwords and enabling controlled credential use. Multi-factor authentication (MFA) is enforced for all management and support access to reduce the risk of unauthorised entry. Conditional Access policies are applied to restrict access based on user identity, device compliance, location, and risk level. Access is limited to authorised users only, with activity logged and monitored to support security auditing and incident investigation.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: ISO/IEC 27001
• Information security policies and processes: ​​​​​ISO 27001, Cyber Essentials and Cyber Essentials Plus - enforced by the Cyber Security team and IT controls. Ongoing Online Cyber Awareness training for all employees. All new starters go through an induction program that includes security and cyber awareness. ZTNA applied, MoLP, RBA and secure, MFA controlled, Anti-Tamper access to systems and environment.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ​​Frontline follows a Change Management process, continuously monitoring project scope throughout the contract. The Customer appoints a representative to collaborate with Frontline, review proposed changes, and ensure delivery of agreed outcomes. Any change is documented in a Change Control Note outlining its justification and impact on budget, deliverables, or timescales, along with alternative options where relevant. No changes proceed without the Customer’s written approval. The process is governed by ISO 27001 ISO 20000 and ISO 9001, with regular internal and external audits. All change requests are logged and tracked in Frontline’s Autotask service management system, which the Customer can access.​​
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: ​​Two different forms of vulnerability scanning are used (internal and external) via different platforms to avoid any vendor specific false positives; this is performed weekly. We also incorporate threat intelligence feeds and threat hunting findings to inform our approach to vulnerability management. NCSC guidelines are followed so that patching is performed within 14 days​.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring is available where customers procure Microsoft Sentinel and/or Frontline’s Managed Cloud Event Monitoring service. This continuously monitors the real-time traffic for IoCs, and known attack vectors (as well as obtained threat intelligence) to identify potential compromises. ​ ; ; ​​Patch management is completed through our RMM solution which monitors the client environment to identify any required updates. ; ; ​Protective monitoring also includes patching aligned to NCSC guidance, threat intelligence integration, and proactive threat hunting.​​
• Incident management type: Supplier-defined controls
• Incident management approach: ​​​​​Frontline’s service desk processes are underpinned by ITIL v4 methodology. Incident and problem management processes are fully designed and followed where required. Inbound calls are categorised against the contract and are dynamically allocated to support personnel. All access to managed infrastructure is recorded and monitored with anti-tamper technology that allows for RBAC and MoLP to be applied.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Microsoft provides free trials of nearly all its licenses for 30 days. ; ; ​This includes: - ; ​Word ; ​Excel (with AutoSave) ; ​PowerPoint ; ​Outlook ; ​Teams ; ​OneNote

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAR
• ISO/IEC 27001 accreditation date: Friday 4 April 2025
• What the ISO/IEC 27001 doesn’t cover: Not applicable
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: ISOQAR
• ISO 9001 accreditation date: Friday 4 April 2025
• What the ISO 9001 doesn’t cover: SAP support
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 8ea95a9b-a949-413e-be70-96ea0a5c9838
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 222b6d6d-aee1-42a8-86dc-7a2e1860c51f
• 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • 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
    • 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
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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
    • 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
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives

  • 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

  • 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
    • 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
    • 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
    • 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
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • 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

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 <removed>@2263e525-f62a-4709-b1ff-188838e9fe71.com. Tell them what format you need. It will help if you say what assistive technology you use.