Phoenix Software Ltd

Quest On Demand

The service is a secure, Azure-hosted SaaS management platform to help IT teams, partners and MSPs move faster, tighten security and stay in control of hybrid Office 365 environments. Migrate, manage, report, secure and recover all hybrid AD and Office 365 workloads across all tenants from a single dashboard.

Features

• Migration
• Audit
• Recovery
• Office 365
• Licence Management
• Group Management
• Teams Management

Benefits

• Merge or consolidate Office
• 365 mail, accounts and data with day one coexistence.
• Backup and recovery of Office 365 and Azure AD
• Licenses available to support businesses today and in the future
• Audit all changes made across Office 365 and Azure AD
• Control Office 365, Azure AD and hybrid AD groups.
• Assess, plan, track and execute migrations with real-time visibility.

£2.75 to £35.76 a licence

• Education pricing available
• 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 ccs@phoenixs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

704243495761388

Contact

Jonny Scott
01904 562200
ccs@phoenixs.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Product helps you to manage office 365 environments.
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements: Office 365/Azure

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Please refer to the Quest Support services document https://support.quest.com/essentials/support-offerings
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: https://support.quest.com/
• Onsite support: No
• Support levels: Please refer to the Quest Support services document https://support.quest.com/essentials/support-offerings
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: "The product comes pre-packaged with a set of user guides (PDF format) for various modules. In addition to this, training videos are also provided. Self-guided system training is also embedded in our product.; ; Please see the below links:; https://support.quest.com/training-product-select; https://support.quest.com/product-support-product-select "
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Requests for data extraction should be communicated to Quest for review.
• End-of-contract process: For the On Demand suite of products, there is an engineering process called PPII for which each module needs to detail what data they are gathering/processing/storing/logging with a focus on personal data. The customer is notified of this upon their subscription termination. As per GDPR guidelines, we notify customers prior to 90 days then proceed to delete all customer data after 90 days of the subscription ending if no action is taken on the customers end. We maintain an audit of these actions.We store the data for 30 days in case of deletion by mistake. Secure removal and destruction of information based on sensitivity of data and type of mediums (paper, tapes, disks, etc.) stored or presented on. We do not provide a certificate but an email notification can be requested through Quest Support.The ultimate deletion of the data on the physical medium is handled by the Cloud Provider (MS Azure) and is compliant to ISO 27001, SOC 2 practices.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: The majority of these services are delivered via Microsoft Azure cloud services. The exception being the user interface, which is delivered using Amazon Web Services CDN network
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Tests and scans are performed monthly for On Demand solutions.
• API: No
• Customisation available: No

Scaling

• Independence of resources: The On Demand solution takes advantage of the fault-tolerance and high availability of the Azure infrastructure. For example the solution has provisions to scale dynamically to respond to load. The Azure data centers store multiple redundant of the data at rest on separate network and hardware. Additional resource are automatically added depending on the demand.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Quest

Staff security

• Staff security clearance: Other security clearance
• 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
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Customer data is protected through the Azure built in data at rest server-side encryption mechanism. It uses the strongest FIPS 140-2 approved block cipher available. Advanced Encryption standard (AES) algorithm, with a 256-bit key.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Some capabilities exist depending on the specific product of the On Demand solution to view historical data. For example for the On Demand Migration product information about past migrations is available.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: N/A

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Given our usage of Microsoft Azure and the high availability measures in place, it's extremely rare for the application to be unavailable. We strive for 99.5% uptime. Status on maintenance and downtime can be found here: https://status.quest-on-demand.com/
• Approach to resilience: As part of the ISO 27001 certification
• Outage reporting: We have release\maintenance Windows twice per week on Tuesdays and Thursdays at 16:00 UTC which the customer can subscribe to for updates. We usually don’t require downtime but either way, the website is updated 2 weeks prior to the maintenance if downtime is necessary. https://status.quest-on-demand.com/

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: As part of our ISO requirements, we maintain a Production Access Clearance (PAC) list that is used for the Production Access Approval process, which is used when determining whether qualified and entitled individuals can obtain access to production resources.
• Access restrictions in management interfaces and support channels: Privileged access is controlled through the On Demand access process and monitoring/review of activities
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Other
• Description of management access authentication: "Quest employs a least privileged model where employees are only granted the permissions that are necessary to perform their work tasks. Elevated privileges are granted temporarily through a privileged access group model, where the access must first be approved, and its use is audited until it is automatically revoked.; Multi-factor authentication is employed to ensure secure access to business sensitive data."

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• 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: Yes
• Who accredited the ISO/IEC 27001: Schellman Compliance, LLC
• ISO/IEC 27001 accreditation date: 22/08/2023
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: SOC2 Type2

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: https://www.quest.com/docs/information-security-policy-legal-131273.pdf

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: Formal, secure Software Development Life-Cycle (SDLC) processes are in place that have been approved by management, communicated to appropriate constituents. These processes include change management and are reviewed and maintained regularly. Dev and Ops Teams are trained to properly configure an Approved Configuration for the Cloud environment (Virtual Networks, NSG, WAF). Benchmarks published by the CIS are followed as baselines and non-compliance is detected by leveraging built-in Azure or AWS tools as well as custom scripts. The deployment process follows a strict Change Management process where all changes are identified, reviewed and approved by the Dev and Ops teams.?
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Monthly Vulnerability scans are performed internally. During the yearly Third-Party penetration testing exercise outsourced scans are also performed.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: "The On Demand solution leverages Azure PaaS infrastructure. Monitoring of that infrastructure is dynamic. For the Quest environment, Quest IS has a defense in depth approach including Patch Management, vulnerability scanning, SIEM solution, Email scanning, IDS/IPS.; ?; The On Demand solution is protected through leveraging a multi-layer approach at the Azure environment and Application layers."
• 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: For its On Demand solution, Quest has established a formal process of preparation, detection, analysis, containment, eradication, recovery, and post-incident activities. As well, in accordance with international privacy laws, Quest has established a Security Breach Notice process.

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: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fighting climate change ; Effective stewardship of the environment with activities that deliver additional environmental benefits in the performance of the contract including working towards net zero greenhouse gas emissions. ; We can support customers environmental goals by providing annual carbon emissions on contract and reduction plans.; ; We will run free of charge sustainability infrastructure reviews for customers to understand how they can reduce carbon emissions of their IT services. ; ; We are working towards 2040 Net-Zero GreenHouseGas emissions. ; Since 2021 we have been Carbon Neutral with Gold Standard Certified carbon credits - partner Ecologi.; By 2026 we aimed to reduce Scope 1 and 2 emissions by 50% from a 20/21 baseline year and which we have now achieved.; By 2030 we aim to reduce all of our emissions (including Scope 3) by 50% this is from a 22/23 baseline year.; ; Achievement of 2030 50% reduction targets (based on last FY) would mean a minimum carbon reduction of 142tCO2e per year for the public sector. ; ; We record and monitor our usage/ conversion to carbon emissions monthly and progress is published annually on the website in accordance with PPN06/21 and SECR guidelines. We are ISO14001 certified, and our targets are currently being verified by SBTi.; ; Overall, the business:; -Generates solar energy (85%) with REGO renewable purchased energy.; -Zero waste to landfill waste management; -Minimises travel emissions by 60%; -Uses water wisely – reduced by 15%; ; Influence staff, suppliers, customers and communities through the delivery of the contract to support environmental protection and improvement. ; ; We work hard to influence others and change behaviours to help fight climate change. ; ; Workforce:; -Sustainability inductions; -Sustainability training ; -Staff campaigns ; -Volunteering opportunities ; -Family woodland tree planting; ; Suppliers:; -Supply-chain reviews ; -Sustainability training; -Blogs/ media content ; -Sustainability training ; ; Customers: ; -Sustainability Infrastructure Review; -Hardware Carbon-Assessments; -Circular-Economy support; -Sustainability training

  Covid-19 recovery

  COVID-19 ; Help local communities to manage and recover from the impact of COVID-19 with activities in the delivery of the contract which: ; Create employment, re-training and other return to work opportunities for those left unemployed by COVID-19, particularly new opportunities in high growth sectors. ; - Phoenix Employability Outreach Programme - Unique access to Microsoft Career Essentials programme; Support organisations and businesses to manage and recover from the impacts of COVID-19, including where new ways of working are needed to deliver services. ; -Phoenix Small Business Digital Skills Outreach programme – webinars supporting cyber security, accessibility and licensing.; -Phoenix VCSE Digital Skills Outreach Programme – webinars supporting cyber security, accessibility and licensing.; Support the physical and mental health of people affected by COVID-19, including reducing the demand on health and care services.; -Phoenix Digital Skills Outreach Programme – Supporting people to access services services online e.g NHS app and Banking apps. ; Examples of our working with London and Quadrant Housing Association to deliver befriending calls for tenants who were lonely and isolated as a result of Covid19.; We have also worked with Liverpool City Council to promote employability courses to those left unemployed by Covid-19 and who are now in employment.; We provided free of charge IT service desk to 15 charities during the pandemic and have worked closely with them to support them with returning to full operation again.

  Tackling economic inequality

  Tackling economic inequality ; Create new businesses, new jobs and new skills with activities that, in the delivery of the contract: ; Create opportunities for entrepreneurship and help new, small organisations to grow, supporting economic growth and business creation.; -60% of our supply chain are SME’s; -We are signatories and adhere to the Prompt Payment Code; -Host Dragons Den SME supply chain sessions for new suppliers to showcase their services for our customers.; Create employment opportunities particularly for those who face barriers to employment and/or who are located in deprived areas. ; - The Phoenix Employability Outreach Programme provide unique access to Microsoft Career Essentials digital literacy programme, career talks and employability advice.; Create employment and training opportunities, particularly for people in industries with known skills shortages or in high growth sectors. ; -Graduate work placements; -Phoenix Employability Outreach Programme - Unique access to Microsoft Career Essentials programme for certifications to skill up for roles in the IT sector.; -We work with our supply-chain to create job roles with shared apprenticeship heads and promotion to permanent employment.; Support educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications. ; -Apprenticeships whereby we aim for c.10 graduating apprentices and all are moved into permanent employment with Phoenix.; -Skills City Bootcamp where we deliver career talks and provide projects to 19+ year olds seeking to upskill for employment in the technology sector.; Influence staff, suppliers, customers and communities through the delivery of the contract to support employment and skills opportunities in high growth sectors.; -Our programmes are delivered in partnership with our customers, supply chain and workforce, including Career talks, mentoring and IT challenge activities.

  Equal opportunity

  Equal opportunity ; Reduce the disability employment gap with activities that: ; Demonstrate action to increase the representation of disabled people in the contract workforce. ; -We are certified Disability Confident Employers (level 2).; -We provide Digital Accessibility training for all staff so we can communicate with each other and our customers in an inclusive manner.; -We are exploring the use of the Voluntary Reporting Framework for understanding the disability makeup of the workforce.; Tackling workforce inequalities with activities that demonstrate action to identify and tackle inequality in employment, skills and pay in the contract workforce. ; - We focus on ensuring an inclusive and unbiased recruitment strategy, with unconscious-bias training, blind recruitment processes, and reviewing language and placement of advertisements. ; ; -All staff trained receive mandatory EDI training annually.; ; Various initiatives include ; -Signatories of the Race at Work Charter, ; -Disability Confident Committed Employer ; -Signatories of the Armed Forces Covenant; -Gender-Neutral toilets; -Prayer room; -Milk-pumping room; -Sponsor York Pride; -We have specific policies for Menopause, and LGBTQ+. ; -We have established an Accessibility-Centre-of-Excellence to display the latest technology ; -We monitor our workforce statistics and report on them:; Gender 65% male /35% female (industry-average 20%); Ethnicity 5.6% (local-area 3.9%); Staff turnover 12.3% (industry-average 13.2%); Using the Voluntary Reporting Framework, we are working on what and how we can report metrics around disabled people in the workforce, including those with hidden disabilities. ; ; We have been recertified as a Great Place to Work™ and UK's Best Workplaces™ for Women.

  Wellbeing

  Wellbeing ; The mental health and well-being (MHWB) of our staff is of the utmost importance to us and our MHWB Policy aims to provide a working environment that promotes and supports the MHWB of all employees. ; Activities that demonstrate action to support the health and wellbeing, including physical and mental health, in the contract workforce at Phoenix include: ; -We utilise different resources not least those from Mental Health at Work Commitment, NHS Every Mind Matters, and the MIND employer toolkit to improve our employee MHWB programme. ; -All our staff heavily discounted private health insurance includes mental wellness. Plan members access a range of health treatments including face to face counselling and cognitive behaviour therapy. ; -Phoenix invests in the St Johns Ambulance Mental Health First Aid training course to ensure we have MH first aiders in the business and the skills to address MH in the workplace. ; -The new challenges the pandemic has raised, on our employee’s MHWB, has led to the creation of a staff network group who meet monthly, to ensure that all we do and say truly covers all aspects of MHWB. ; -All employees are given a monthly wellbeing hour to take for their own personal time and are also supported with monthly tea and toast sessions discussing and normalising MHWB topics.; ; We influence staff, suppliers, customers and communities through the delivery of the contract to support health and wellbeing, including physical and mental health.; -We provide Digital Accessibility training for all staff so we can communicate with each other and our customers in an inclusive manner.; -We have established an Accessibility-Centre-of-Excellence to display the latest technology to the workforce, supply chain and our customers; -We deliver digital accessibility training to customers; -We are sponsors of the Neurodiversity Awards

Pricing

• Price: £2.75 to £35.76 a licence
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full version, free trial
• Link to free trial: Www.quest.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 ccs@phoenixs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.