SUITECRM LTD

SuiteASSURED

SuiteASSURED is a fully supported, discrete build of SuiteCRM, often delivered alongside an initial project to customise the application, transfer data and integrate third-party data sources. It was created to provide warranties, support and total ease of mind to enterprise-class customers and other large organisations engaging with open source software.

Features

• Central Customer Repository
• Flexible Case Management
• Powerful Workflow Tool
• Real-time reporting and dashboards
• GDPR Ready with marketing tools and consent management
• User definable Survey Tool and Response Capture
• Flexible Field, Layout and Drop Down Manager
• Role permissions and two factor authentication option
• Activity scheduling with important touchpoint tracking
• Project Management tools with Gantt chart

Benefits

• Cost Effective – No software licence costs
• Browser based – Your data; any time, anywhere
• Improve efficiency by automating business processes
• Improve communication and follow up with CRM alerts
• Improve decision making with key customer insights and reports
• Capture customer insights with flexible survey tool
• Ensure GDPR compliance with one secure central data repository
• Improve customer service with history and touchpoint tracking
• Inform customers of important information with campaign tool
• Track data manipulation through CRM audit tools

• Education pricing 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 info@suitecrm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

698356128887399

Contact

Public Sector Team
01786 611 045
info@suitecrm.com

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Marketing campaign management
        • Marketing campaign management
      • Digital commerce
        • Digital commerce
      • Sales force productivity and management
        • Sales force productivity and management
      • Customer service
        • Customer service
      • Contact centre
        • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Supported Web Browsers and other compatibility information can be found at https://docs.suitecrm.com/admin/compatibility-matrix/
• System requirements: No System Requirements

User support

• Email or online ticketing support: Yes
• Support response times: Support response times within defined SLAs
• 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: The SuiteASSURED contract is made up of two distinct aspects – Maintenance Assurance and Care Hours. SuiteCRM Ltd will assure that the core application code, as well as any custom code written by us specifically for your organisation is covered for Maintenance, Error Correction, Bug Resolution and point Upgrades. This gives your organisation peace of mind that during upgrades, patches or in day to day operation, you have access to a team of engineers who will diagnose and resolve issues which fall into that category. Care Hours are your tool to empower your workforce, increase adoption and maximise your investment in SuiteASSURED. They can be used for services from SuiteCRM Ltd which fall outwith Maintenance Assurance such as Training, Consultancy, Audits, Changes and Optimisation.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: SuiteASSURED is accompanied by a legal agreement that delivers indemnities, warranties, support and performance guarantees.; User documentation is provided.; Remote or on-site training can be purchased at an additional cost.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: None
• End-of-contract data extraction: Data can be extracted from the hosted software via the web interface or a full backup can be provided of the application file system and database.
• End-of-contract process: Contract can be renewed or terminated at the clients request. Upon termination a final backup can be provided upon request. Upon termination all client data will be removed from our servers.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All functionality remains the same. User interface is responsive to device size
• Service interface: Yes
• Description of service interface: SuiteCRM is a modern, responsive application with an intuitive and consistent user interface that is user-friendly and contemporary.
• Accessibility standards: None or don’t know
• Description of accessibility: Non-Text Content includes alternative text available to the user. Pre-recorded audio does not apply. Captions, Audio description, Live captions, Audio description, Meaningful sequence, Sensory characteristics, Keyboard, No keyboard trap, Time limits, Pause, stop, hide, flashes, bypass blocks, Resizing text does not apply. Colour is not the only use, mouse pointers and font can convey visual elements. Pages have titles, headings and labels describing the purpose. Error identification/suggestion is included and appropriate error messages will show. Labels and instruction are included in the software.
• Accessibility testing: None
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: SuiteCRM API exposes a set of resources to be consumed by clients who wish to harness the powerful CRM functionality provided by SuiteCRM. The API framework employs a Restful design to facilitate the JSON API 1.0 standard messages over HTTPS. It includes meta objects to provide functionality which is not yet defined in the JSON API 1.0 standard. The SuiteCRM API is secured by the OAuth 2 Server provided in SuiteCRM. The SuiteCRM API allows you to retrieve or insert data to any module or record as well as create relationships between data records.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: SuiteASSURED is as customisable and flexible as SuiteCRM. The core application contains powerful tools such as Workflow Manager, Studio and Drop-down Editor which can be used to customise the application directly from the UI. Changes using these tools have no impact on your assurance calculation. System Administrators will have access to development tools which allow them to add new fields, change layouts and create new modules as required. Additional customisation services are available which are defined in our service definition.

Scaling

• Independence of resources: When hosting directly with SuiteCRM Ltd, dedicated hosting ensures dedicated, defined compute, storage and database resources are assigned directly to your service to ensure service and resource isolation.

Analytics

• Service usage metrics: Yes
• Metrics types: Contract usage reports detailing the hours consumed on SuiteASSURED Warranty and Care Hours
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

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)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export their data from the CRM with the in-built tools provided.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Custom exporting is available as an additional service
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Data migration services available as an optional service
  • Data integration services available as an optional service

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
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: There is 99.9% uptime, as measured monthly, excluding planned downtime. All planned downtime is kept to a minimum and would be agreed in advance. Planned downtime would not exceed three hours.
• Approach to resilience: Available on request
• Outage reporting: Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Compliant with ISO 27001
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: ISO 27001 We conduct internal audits monthly. External audits are conducted yearly. Non-conformance's are recorded where policies are not followed. These are then resolved as per ISO 27001 standards

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use git software version control to track our setup and all instances. Our server setup is versioned and deployed. All changes are peer-reviewed by senior members of the team
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Any security issues that are raised with SuiteCRM Ltd are identified using our security process. Issues will be acknowledged via a GitHub Security Advisory and processed until completion. This includes the assignment of CVE IDs when confirmed.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Servers and the services running within servers are updated automatically on a regular basis to ensure vulnerabilities are patched to reduce risk.; Security issues are continually monitored and any critical and high priory issues, are dealt with as a priory outwith the regular maintenance cycle.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: Yes
• Incident management approach: Security reports and incidents are treated in there own right and are immediately escalated to the relevant team members and senior management. Reported vulnerabilities are verified, followed by a risk assessment to grade the severity of the issue. Critical and High risk issues will have resource allocated to resolving the issue as a matter of urgency.

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 15%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: CQS
• ISO/IEC 27001 accreditation date: Friday 4 April 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: CQS
• ISO 9001 accreditation date: Thursday 10 April 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 06d62ddd-43e1-42af-ba46-6307f467d7fe
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• 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
  • 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
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • 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
  • Understanding of in-work progression issues affecting 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 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 educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • 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
  • 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

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 info@suitecrm.com. Tell them what format you need. It will help if you say what assistive technology you use.