Ceox

Microsoft Dynamics 365

Ceox’s Microsoft Dynamics 365 enables Public Sector Organisations to transform their back-office operations and deliver services digitally.
Based upon MS Dynamics 365 with options to provide services digitally using a portal means it’s an ideal, flexible cloud-based platform for digital transformation. Deliver better satisfaction and reduced costs by improving efficiencies.

Features

• Support Microsoft Dynamics 365 formally Dynamics CRM, (D365, PowerApps, SharePoint)
• Integration: Office 365 (Office365, O365), UI Unified Interface upgrade, JavaScript
• Migration possible CRM Online, Hybrid, On-Premise, 2011, 2013, 2015, 2016
• Allows configuration and customisation including .NET and Power Apps, ClickDimensions
• Dynamics365, Marketing Customer Insights, Responsive Design, adxstudio, Outlook, Managed Service
• Digital Portal Development, MS Bespoke, Dynamics or Power Apps Portals
• Customisation Configuration: Power Platform; PowerApps, Power Automate, Power BI, PowerBI
• Canvas Apps, Model Driven Apps, Copilot Generative AI, .Net modules
• Access Artificial Intelligence, AI Virtual Assistant, Power Virtual Agents, Data
• Sales, Customer Service Enterprise, Field Service, Customer Engagement, Data Verse

Benefits

• ITIL service management processes, tools, support via service desk (Dataverse)
• Full support, discovery, user research, design, develop, delivery, build, live
• Ensure compliance: GDS Service Standard and Technology Code of Practice
• Build using agile, iterative, DevOps, open standards and user-centred methods
• Help understanding licences and licensing including plan selection, Business Central
• Skills transfer to internal staff including training and project management
• Microsoft Partner, integration with finance, EDRM, with BPSS, SC clearance
• Create a better Customer Engagement through Digital Service Delivery
• Drive better Customer Relationship Management, case management and reporting
• Planning, Setup, Migration, Quality Assurance, Performance Testing, Test, Cyber Security

£37.70 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 digitalmarketplace@ceox.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

691538247796233

Contact

Gavin Harte
0333 987 4495
digitalmarketplace@ceox.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Our software is built upon Microsoft Dynamics 365.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • Processor - 1.9GHz x86- or x64-bit dual core processor
  • Memory - 2-GB RAM
  • Display - Super VGA with a resolution of 1024x768
  • Bandwidth greater than 1Megabit per second (125 KBps/Kilobyte per second)
  • Latency under 150 ms
  • Windows 10 - Internet Explorer 11, Microsoft Edge
  • Windows 8.1 - Internet Explorer 11, Windows 8 - IE10
  • Windows7 -IE10, IE11
  • Latest versions of Mozilla Firefox, Google Chrome and Apple Safari
  • Further information can be found here - https://technet.microsoft.com/en-us/library/hh699710.aspx

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support Incidents are classified under one of four levels depending on severity: ; Level 1: Critical, ; Level 2: Major, ; Level 3: Significant, ; Level 4: Minor. ; ; The levels have the following response and resolve times: ; Level 1: 1 hour respond, 4 hours resolve; ; Level 2: 4 hours respond, 8 hours resolve; ; Level 3: 1 day respond, 3 days resolve; ; Level 4: 2 days respond, 5 days resolve. ; ; Ceox service desk runs during standard UK office hours 08:30 - 18:00 hrs (Monday to Friday excluding Bank Holidays) with 24x7 available at extra cost.
• 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: Ceox can tailor support levels and costs to an organisation depending on requirements. We assign a named Service Delivery Manager for each customer. By default, incidents are assigned one of four levels depending on severity: Level 1: Critical - The reported problem causes a halt to core business processes and no work-around is available. Level 2: Major - The reported problem causes degradation to core business processes and no reasonable work-around exists Level 3: Significant - The reported problem impacts operational environment but does not affect core business processes. A work-around is available. Level 4: Minor - A non-critical problem is causing some disruption but with little or no impact to our business operations. The levels have the following response and resolve times: Level 1: 1 hour respond, 4 hours resolve; Level 2: 4 hours respond, 8 hours resolve; Level 3: 1 day respond, 3 days resolve; Level 4: 2 days respond, 5 days resolve.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The level of onboarding and offboarding support provided by Ceox depends on the customer's requirements. Ceox can provide full support for organisations who want to rollout the service to their whole organisation. Ceox can also support small pilot trials if desired. At the end of the engagement, Ceox can tailor the level of offboarding support required. Ceox also provides a number of training options including: train the trainer, training for key individuals, classroom training for all users and floor walking support.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Microsoft provide online videos and interactive learning portals
• End-of-contract data extraction: Customers can export their data from Dynamics 365 at any time using the standard export services. Ceox can provide complete support in undertaking this process.
• End-of-contract process: The amount of notification required to end the contract depends on the length of contract taken out and will be included in the call-off contract. At the end of the contract process, Ceox will assist the customer in extracting any data or moving to another supplier as required.

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: Users can access Dynamics 365 by using Outlook or installing Dynamics 365 for Phones or Dynamics 365 for Tablets. These allow access to a lot of the functionality accessed through the web application including offline read-only access to recently viewed records.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Dynamics 365 can be accessed through a number of interfaces, predominantly a web browser but also through the mobile and tablet applications.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Microsoft have done extensive testing to ensure that Dynamics 365 is accessible, more details can be found here: https://docs.microsoft.com/en-gb/dynamics365/get-started/accessibility/
• API: Yes
• What users can and can't do using the API: The Dynamics 365 Web API allows access to features within Dynamics and can be used to develop external user facing portals. The Web API is implemented using RESTful APIs. More details can be found here: https://msdn.microsoft.com/en-gb/library/mt593051.aspx
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Dynamics 365 is highly configurable and customisable, enabling organisations to run most business functions off the platform. The level of customisation permitted depends on the level of service bought from Ceox, if subscribing to regular updates then the level of customisation available will be reduced so as not to break future updates.

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 multi-tenant environments.

Analytics

• Service usage metrics: Yes
• Metrics types: Dynamics 365 provides functionality called Organisation Insights which enables monitoring of performance and support issues. More details can be found here: https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/admin/use-organization-insights-solution-view-instance-metrics
• Reporting types: Real-time dashboards

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• 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: Another external penetration testing organisation
• 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
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: For data at rest, the service 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. Each organisation’s files are distributed across multiple Azure Storage containers, each with separate credentials, rather than storing them in a single database.
• 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: Customers can export their data from Dynamics 365 at any time using the standard export services. Ceox can provide complete support in undertaking this process. Data can be exported to Excel or using built-in functionality can be replicated to a separate SQL Azure instance.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Various formats can be exported from Dynamics 365.
  • Ceox can provide assistance in choosing the most appropriate format
  • Common formats include XML and database backups
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Various formats can be imported into Dynamics 365.
  • Ceox can provide assistance in choosing the most appropriate format.
  • Common import formats include uploading an on-premise CRM database

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • 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: Please see http://aka.ms/Office365TI and http://aka.ms/Office365CE

Availability and resilience

• Guaranteed availability: The level of availability guaranteed by Microsoft is 99.9% availability (based on 24x7). Microsoft pay service credits if the service does not meet the required up-time for a given month and Ceox will pass all service credit from Microsoft straight to the customer. More details on the level of SLA can be found here: https://port.crm.dynamics.com/portal/static/1033/sla.htm
• Approach to resilience: Microsoft publish a document covering how the ensure resilience in Office 365 and Dynamics 365 which can be found here: http://aka.ms/Office365DR
• Outage reporting: Outages are reported through the Office 365 admin center, users can see the status of the current service health, historic service health and planned maintenance. Details on how to check the service health can be found here: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/check-online-service-health

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: Users are authenticated by using an Office 365 account (Office 365 licence is not required). Authentication can be setup in several different ways depending on how each organisation wants to restrict access including multi-factor authentication. More details can be found here: https://technet.microsoft.com/en-us/library/office-365-user-account-management.aspx
• Access restrictions in management interfaces and support channels: The service 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.
• 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: Schellman & Company, LLC
• ISO/IEC 27001 accreditation date: 03/12/2022
• What the ISO/IEC 27001 doesn’t cover: The certification covers the scope of the Microsoft Dynamics 365 cloud service.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 25/03/2022
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: The certification covers the scope of the Microsoft Dynamics 365 cloud service.
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire Systems Inc
• PCI DSS accreditation date: 26/03/2019
• What the PCI DSS doesn’t cover: The certification covers the scope of the Microsoft Dynamics 365 cloud service.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Ceox runs a security management system aligned to ISO27001. As part of this, there is a security working group which handles the assessment and control of information security risk.; ; Microsoft also run an information security management process details of which can be found here: https://www.microsoft.com/en-us/trustcenter/security/dynamics365-security
• Information security policies and processes: Ceox use ISO27001 aligned policies and procedures to ensure that information security risk is controlled adequately. There is a Security Working Group (SWG) which handles the assement and control of information security risk.

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 has developed formal standard operating procedures (SOPs) governing the change management process. These SOPs cover both software development and hardware change and release management, and are consistent with established regulatory guidelines including ISO 27001, SOC 1 / SOC 2, NIST 800-53, and others.; ; Ceox uses configuration and change management procedures produced inline with ISO9001 and ISO27001. These are based on the ITIL framework and make use of DevOps tooling where possible.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: In support of the Information Security Policy, Office 365 runs multiple layers of antivirus software to ensure protection from common malicious software. Servers within the Office 365 environment run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. Additionally, all mails coming into the service run through the Exchange Online Protection engine, which uses multiple antivirus and antispam engines to capture known and new threats against the system. Microsoft has its own Security Response Center (MSRC) that also supplies information to all our customers covering the whole range Microsoft products.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The service 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: Ceox runs an incident management process based upon ITIL's Service Operation practices. These include detailed processes for handling security incidents.; ; Microsoft has developed robust processes to facilitate a coordinated response to incidents. Details of which can be found here: http://aka.ms/Office365SIM

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)

Social Value

• Fighting climate change:

  Fighting climate change

  Fighting Climate Change is a key value for Ceox, and a key element of the Social Value themes outlined in PPN 06/20. Our commitment to Fighting Climate Change is demonstrated by our stated objective of maintaining Net Zero. We are committed to maintaining Net Zero emissions and have expanded our measurement to include Scope 1 and 2 and have put in place measuring and offsetting for scope 3 emissions.; At Ceox we monitor and assess our emissions based on historic baselines going back to when we were founded. These provide a record of the greenhouse gases that Ceox produced along with the offsetting we put in place to achieve Net Zero.; For 2022 our aim is to maintain our Scope 1 & 2 emissions at Net Zero whilst continuing to offset all our Scope 3 emissions and put in place better measuring so that more sources such as Homeworking, Employee Commuting, Purchases of equipment are included within our Scope 3 measurements.; With our 2021 total CO2 production at 0.6 tCO2e we have put in place ambitious targets for tree planting initiatives that offsets our carbon production by 4x our measurements and beyond this we will be seeking to switch to true carbon capture technology which permanently removes CO2 from the atmosphere.; Fighting Climate Change and our supporting Carbon Reduction Plan has been completed in accordance with PPN 06/21 and our Senior Management Team are fully committed to raising our teams awareness of this critical issue and embedding processes to Fight Climate Change and reduce emissions with our ways of working.
• Equal opportunity:

  Equal opportunity

  Equal Opportunities for all is a key value for Ceox as well as being a legal requirement and one of the Social Value themes outlined in PPN 06/20. We aim to treat all individuals fairly with regards to recruitment, training, promotion and renumiration amongst others.; As an equal opportunity employer alll aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, or any other status protected under law.; The Senior Management Team at Ceox are fully committed to supporting the Social Themes outlined in PPN 06/20 and in particular raising our team’s awareness of Equal Opportunities. Clear procedures are defined and KPI’s monitored monthly to support embedding processes that ensure the Equal Opportunities Policy is upheld.

Pricing

• Price: £37.70 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Microsoft offer a free trial of Dynamics 365 which can also be used for initial development. Ceox can assist customers who wish to make use of Microsoft's free trial offer. Details of which can be found here: https://trials.dynamics.com
• Link to free trial: https://trials.dynamics.com

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 digitalmarketplace@ceox.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.