Softcat Limited

Quest On Demand

Quest On Demand 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 O365 workloads across all tenants from a single dashboard.

Features

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

Benefits

• Merge/consolidate O365 mail, accounts and data with day-one coexistence.
• Granular backup and recovery of O365 and Azure AD data
• Ensure the optimum number of licenses are available
• Audit all changes made across O365 and Azure AD.
• Control chaos of O365, Azure AD and hybrid AD groups.
• Assess, plan, execute migrations to avoid issues, accelerate migration

£2.75 a unit

• 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

801427565103666

Contact

Charles Harrison
01628 403403
psitq@softcat.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Product helps you to manage O365 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: Please visit: 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: Microsoft OnDemand

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
  • Other locations
• 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: CSV

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: This is designed in line with the ISO 27001 certification guidance
• 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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Softcat are dedicated to reducing our environmental impact and actively promoting sustainability. Our commitment to sustainability is a core aspect of our business strategy, driving us to innovate and lead in the creation of a more sustainable future for our company and the communities we serve. This commitment is embedded in our policies, operating procedures, and training programs.; ; We are proud to be the first FTSE 250 company to be awarded 5-star status in relation to the United Nations Sustainable Development Goals. ; ; We aim to achieve a Carbon Net-Zero Value Circle by 2040 by prioritising renewable energy, reducing natural resource use, minimising waste, and safeguarding biodiversity in compliance with environmental legislation.; ; At Softcat, we have taken significant steps towards securing renewable energy across our organisation, reducing our scope 1 & 2 emissions. We had the target of using 100% Renewable Energy across all our locations by 2024. We successfully delivered against this target ~2 years early.; ; In May 2023 we took delivery of 15 electric vehicles, replacing all existing fossil-fuelled company cars used by employees for business means. The implementation of the EV pool fleet will see a saving of over 80 tons of CO2e per year. A huge impact on our Net Zero targets.

  Tackling economic inequality

  As a value-add reseller, Softcat outsources the products, services, and solutions through our extensive network of partners, to best suit the needs of our broad client base. We always consider and promote SMEs and local providers where appropriate, particularly for the products and services we offer via the G Cloud framework.; ; We remain dedicated to improving employability and educational awareness across schools, colleges, and universities to help break down the barriers to joining technology organisations.; ; We work collaboratively with many schools that are close in proximity to our offices, to ensure we are actively supporting the community as well as schools from lower socio-economic backgrounds. ; ; We visit the schools to talk about the IT sector and the roles in our organisation, as well as promoting work-experience opportunities during the summer. In particular, we actively encourage students from diverse backgrounds to engage in work experience to appreciate the roles available in our sector.; ; For ambitious school and college leavers, a Softcat Apprenticeship is a great first step into the world of work, with 94% of our apprentices offered a permanent position at Softcat post apprenticeships, which goes to show the amazing opportunity available with us.; ; We were ranked 1st in IT & Consultancy, and 10th overall in by RateMyApprenticeship.com - Best 100 Apprenticeship Employers 2023-2024 list.; ; Softcat now also offer 12 month paid internships to University students looking to complete a year in industry as part of their undergraduate studies.

  Equal opportunity

  Our approach to diversity and inclusion is introduced first during our induction training, as part of our Softcat values, outlining responsibility to uphold our principles. This message is reinforced by our process and policies, networks, Allyship Training and Inclusion Awareness campaigns.; ; Softcat supports diversity and inclusion through various networks including:; - Supporting Women in Business (SWIB); - The Ethnic and Cultural Network; - The Pride Network; - The Family Network; - The Empowering Disability and Neurodiversity Network (EDN); - The Faith at Work Network; - Armed Forces & Veterans Network; These networks aim to create a supportive and inclusive work environment for all employees, regardless of gender, ethnicity, sexual orientation, disability, or family commitments.; ; Our allyship programme, Stronger Together, is a mixture of event and workshop-based training available to all staff. Programme topics include, bias, power, privilege, and being a greater ally. ; ; Inclusion Awareness campaigns include race, disability, sexual orientation, gender, faith, and caring responsibilities. These sessions highlight and celebrate minority groups, through panel sessions, Q&A sessions and training, providing an opportunity to discuss and understand ways to be more inclusive. ; ; Our efforts to improve diversity and inclusion have been incredibly successful. Since 2020, the number of female employees below management level has increased to 35%, and the number of ethnic minority employees rose to 17%.

  Wellbeing

  At Softcat, all employees are provided with access to our multidimensional wellbeing programme which includes flexible work arrangements, free nutritious breakfast, mental health support, employee benefits scheme, health and wellbeing week activities, and online workshops.; ; Giving back to the community is an innate part of who we are as a company. All Softcat employees are therefore given two volunteer days per year to support a charitable or community cause. ; ; Each of our 10 regional offices also support local charities through fundraising, donations and events. For example, our Manchester office has raised over £30,000 for the WeLoveMCR charity. This funding has supported young, disadvantaged Manchester citizens in gaining qualifications to broaden their work opportunities and supporting local groups in delivering indispensable services that enable community cohesion.

Pricing

• Price: £2.75 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Quest will provide a trial with full functionality of the software for a limited set of users timeboxed to 14 days use of the software.
• Link to free trial: https://www.quest.com/signup/114290/

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