BECHTLE LIMITED

Microsoft Dynamics 365 Products

Microsoft Dynamics (now Dynamics 365) offers a suite of cloud-based, AI-powered business applications that combine Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) to streamline operations like finance, sales, service, marketing, and supply chain, integrating them into a single, flexible platform

Features

• ERP. Core business processes; finance, supply chain, operations, and HR
• CRM.Focuses on customer activities like sales, marketing,customer service
• Integrated Platform: Connects different business functions for a unified view
• Uses AI for intelligent scheduling, workflow automation boosting productivity.
• Includes Power BI for reporting and data-driven insights
• Offers specialized apps for field service, project management, and more.

Benefits

• Streamlined Processes: Automates and connects workflows
• Improved Efficiency: Reduces costs and boosts productivity.
• Enhanced Customer Engagement: Better management of sales and service
• Data-Driven Decisions: Provides powerful analytics.
• Flexibility: Adaptable to changing business needs.

• Education pricing available

Service documents

• Pricing document

  ODS

• 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 publicsector.uk@bechtle.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

734206130188750

Contact

Public Sector
01249 467900
publicsector.uk@bechtle.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• 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 365 Enterprise and Business Plans
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: See Microsoft.learn for system and software requirements

User support

• Email or online ticketing support: Yes
• Support response times: As standard, Bechtle Support is underpinned by a Microsoft Premier Support Agreement. Support operates Monday to Friday, 8am–6pm for non-critical incidents, with a 24x7 service for critical (P1) issues. Incident response SLAs are defined: P1 (high business impact) < 1 hour, P2 (moderate impact) < 4 hours, and P3 (minimal impact) < 24 hours. Bechtle will coordinate the best contact method for P1s, including out-of-hours contact, and will always immediately escalate P1s to Microsoft. Consultancy support is provided for Azure technical guidance and Microsoft 365 licensing management and a full Managed Service option is available as well.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: As standard, Bechtle Support is underpinned by a Microsoft Premier Support Agreement. Support operates Monday to Friday, 8am–6pm for non-critical incidents, with a 24x7 service for critical (P1) issues. Incident response SLAs are defined: P1 (high business impact) < 1 hour, P2 (moderate impact) < 4 hours, and P3 (minimal impact) < 24 hours. Bechtle will coordinate the best contact method for P1s, including out-of-hours contact, and will always immediately escalate P1s to Microsoft. Consultancy support is provided for Azure technical guidance and Microsoft 365 licensing management. In addition to the support services outlined above, Bechtle can also provide a fully Managed Service. This service is delivered by a dedicated team and can be tailored to align with requirements. Bechtle’s consultancy services are delivered by an experienced Professional Services organisation, consisting of highly skilled Engineers with broad and complementary certifications across the Microsoft portfolio and related technologies. End users are encouraged to engage with Bechtle to discuss requirements and determine the most appropriate service model for their organisation.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Bechtle offer via trusted partners, services related to adoption and deployment of Dynamics services
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data can be extracted using a number of 3rd party tools. We are able to support the extraction of data subject to an agreed project engagement.
• End-of-contract process: When the tenant subscription ends, the data is subject to Passive Deletion https://docs.microsoft.com/en-us/office365/enterprise/office-365-data-retention-deletion-and-destruction-overview.; Licences are committed to for a fixed term and will auto-renew unless not required.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Accessible via pdf

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The on-device experience integrates more deeply with the operating system and other local applications, while the mobile app is primarily a standalone chat experience or integrated within the mobile versions of Microsoft 365 apps
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: https://docs.microsoft.com/en-us/office365/enterprise/office-365-tenant-isolation-overview

Analytics

• Service usage metrics: Yes
• Metrics types: https://learn.microsoft.com/en-us/power-platform/admin/admin-documentation
• Reporting types: Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

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 4.0)
• Penetration testing frequency: Never
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
• 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 importing and exporting

• Data export approach: Depending on data type required to export:; https://learn.microsoft.com/en-us/power-platform/guidance/coe/setup-dataexport; ; https://learn.microsoft.com/en-us/viva/import-orgdata
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: https://docs.microsoft.com/en-us/microsoft-365/compliance/office-365-encryption-for-data-in-transit?view=o365-worldwide
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: https://docs.microsoft.com/en-us/microsoft-365/compliance/service-assurance?view=o365-worldwide; ; https://docs.microsoft.com/en-us/microsoft-365/compliance/protect-information?view=o365-worldwide

Availability and resilience

• Guaranteed availability: Service is supported under Microsoft SLAs https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services?lang=1
• Approach to resilience: https://learn.microsoft.com/en-us/microsoft-365/enterprise/advanced-data-residency?view=o365-worldwide
• Outage reporting: Microsoft will publish service issues via the end customers M365 admin centre. Bechtle will seek to advise and support any known service issues that impact our customers, via email.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Management interface access is secured by a minimum of two factor authentication but can also be configured with a number of restrictions under Conditional Access policies. https://docs.microsoft.com/en-us/microsoft-365/enterprise/microsoft-365-policies-configurations?view=o365-worldwide
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • 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 have access to real-time audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• 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: https://servicetrust.microsoft.com/
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: https://servicetrust.microsoft.com/ https://docs.microsoft.com/en-us/deployoffice/change-management-for-office-365-clients
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: http://download.microsoft.com/download/6/6/2/662F89E4-9340-4DDE-B28E-D1643681ADEB/Security%20in%20Office%20365%20Whitepaper.docx
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: http://download.microsoft.com/download/6/6/2/662F89E4-9340-4DDE-B28E-D1643681ADEB/Security%20in%20Office%20365%20Whitepaper.docx
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: https://learn.microsoft.com/en-us/compliance/assurance/assurance-incident-management
• Post-quantum cryptography secure: Yes

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

Pricing

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

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

• Less than £250,000: 0.01%
• Between £250,000 and £500,000: 0.01%
• Between £500,001 and £1,000,000: 0.5%
• Between £1,000,001 and £2,500,000: 0.5%
• Between £2,500,001 and £5,000,000: 1%
• Over £5,000,001: 2%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Tuesday 4 February 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Tuesday 4 February 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
• Please provide your Cyber Essentials Certificate Number: 1558ec47-32b1-40ed-b801-d45188947349
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 96b7d157-8818-433b-b7f5-60dfc598a1ec
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

Service documents

• Pricing document

  ODS

• 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 publicsector.uk@bechtle.com. Tell them what format you need. It will help if you say what assistive technology you use.