CDW Limited

CDW 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 Office 365 workloads across all tenants from a single dashboard.

Features

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

Benefits

• Merge or consolidate Office 365 mail, accounts and data
• Backup and recovery of Office 365 and Azure AD users
• Ensure the optimum number of licenses are available
• Audit all changes made across Office 365 and Azure AD
• Control Office 365, Azure AD and hybrid AD groups
• Assess, plan and execute migrations with ease

£4.08 a unit

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

Framework

G-Cloud 14

Service ID

808878311055652

Contact

Andy Wood
0161 837 7744
tenders@uk.cdw.com

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: None
• 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: None or don’t know
• 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: None or don’t know
• How the web chat support is accessible: N/A
• Web chat accessibility testing: Tests and scans are performed monthly for On Demand solutions.
• 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: Training and Professional services is availiable to help onboard customers with the product.
• 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: 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

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • 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: None or don’t know
• 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: None or don’t know
• Description of accessibility: DIB + CBAS provide both the Sign-in and Sign-up On Demand
• Accessibility testing: Tests and scans are performed monthly for On Demand solutions.
• API: No
• Customisation available: No

Scaling

• Independence of resources: Additional resource are automatically added depending on the demand

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra support
• 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: 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: 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: UI, PoweShell. 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 and Audit logs can be exported. 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 and Audit logs can be exported
• Data export formats:
  • CSV
  • Other
• Other data export formats: Any if using PowerShell to export
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: N/A
• 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 99.9% 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: Lloyd's Register
• ISO/IEC 27001 accreditation date: 17th February 2021
• What the ISO/IEC 27001 doesn’t cover: Nothing
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO 27017 and 27018

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: Supplier-defined controls
• 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
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  CDW is committed to fighting climate change and protecting the environment. CDW has made a commitment to achieve Net Zero emissions by 2040, 10 years earlier than mandated by the UK government. To achieve this, CDW has implemented (and continues to implement) initiatives to reduce our emissions and carbon footprint, all of which are underpinned by CDW’s ISO14001 certified Environmental Management System (EMS) and our beGreen program.; ; CDW’s distribution centre and our flagship offices hold ISO 14001 environmental management certifications, with our UK distribution centre also holding REGO energy certifications. In parallel with our EMS and beGreen program, CDW has invested in and implemented a range of initiatives to help tackle our contribution towards climate change across our operational activities. These initiatives include (but are not limited to):; ; -Solar panel usage. As a result, in 2021, we were able to achieve 100% renewable energy sourcing for CDW-owned buildings.; -Energy-efficient lighting solutions, including indoor and outdoor LED lighting.; -Motion sensor lighting and conveyor systems that turn off in response to inactivity.; -Water consumption solutions, including rainwater harvesting efforts.; -“Smart” HVAC systems that adjust according to business hours and seasonal temperatures.; -A ‘Pin to Print’ program enabling enhanced print queue management to reduce wasted print jobs; -A goal to achieve 100% renewable energy sourcing for electricity by 2027. In 2021, 98% of electricity consumed in the UK was from renewable sources.; ; Additionally, at our distribution centres, we have recycled:; ; -2,966 tons of packaging material; -9,794 tons of cardboard; -636 tons of paper; -Thousands of wood and plastic pallets; ; Furthermore, at a coworker level, CDW has established a ‘WE GET Our Environment’ Business Resource Group and an Environment Committee with the purpose of increasing awareness of the environmental and social strategy, and to empower coworkers to get involved in environmental initiatives.

  Equal opportunity

  CDW is committed to creating a working environment for coworkers dedicated to inclusion, diversity and equal opportunities, as detailed in our CDW Way Code, which teaches all CDW coworkers to:; ; -Always do their best to make everyone at CDW feel welcome; -Treat other coworkers with respect and dignity; -Maintain an inclusive workplace in which all coworkers can demonstrate their full potential; -Respect the unique attributes and perspectives of every coworker; ; CDW provides equal treatment and opportunity without regard to:; ; -Race; -Skin colour; -Religion; -National origin; -Gender; -Sexual orientation; -Gender identity; -Disability; -Age; ; Our commitment to equality is underpinned by six Business Resource Groups (BRGs). BRGs ensure all coworkers have a voice, build awareness, and provide support to similar groups in their communities. The BRGs include:; ; -Armed Forces Network; -Black Coworker Network; -Disability Support Network; -PRIDE+; -United Support Network; -Women’s International Network; ; CDW coworkers are empowered to reach their highest potential, and we are focused on providing them with a wide variety of tools and development opportunities to help them achieve their career aspirations at CDW, regardless of origin, background or situation. Within our learning culture, all coworkers are surrounded by comprehensive resources and support, ongoing education and skills training, and robust advancement opportunities. We offer a variety of programs to help current and future leaders build diverse teams and to help diverse coworkers develop their leadership skills so they can continue to advance in the organisation.; ; Our commitment to equal opportunities and diversity is demonstrable across our organisation. As an example, CDW’s CEO and President, Chris Leahy, is female and CDW’s Executive Committee consists of 50% female and 50% male coworkers, with 42% coming from multi ethnic backgrounds.; ; CDW is also committed to reducing the gender pay gap and produces an annual gender pay gap report - https://www.uk.cdw.com/site-tools/pay-gap-report/.

  Wellbeing

  CDW is committed to providing coworkers and their families with the knowledge necessary to make the best health and wellness choices for themselves and their families. ; ; Our approach to wellness is designed to help coworkers be safe, healthy and successful. We understand that managing work and personal life is a balancing act of shifting priorities and so we offer a variety of benefits that supports a coworker’s physical, financial, emotional and social ; wellbeing, including access to telemedicine, a suite of family benefits and a variety of wellness incentives and programs.; ; CDW provides coworkers with an Employee Assistance Program, which offers confidential, individualised coaching to help coworkers achieve personal or professional goals. It also features enhancements for crisis care, 24/7 phone support and an emergency referral system.; ; Ongoing coworker engagement is fostered through regular communications events, including: ; ; -Monthly wellness e-newsletters promoting benefits available to coworkers; -Workshops and activities focused on timely topics; -Various campaigns to raise awareness for meaningful topics throughout the year, including mental health, emotional wellbeing and heart-mind gratitude; ; As a further example of our commitment, in response to the COVID-19 pandemic, our Coworker Services team implemented “coworker calls” - informal, but regular check-ins to ensure all coworkers are caring for their mental health and receiving the support they need.; ; CDW also established ‘The CDW Community’, an initiative set up to provide coworkers with activities that they could participate in to keep them physically and mentally active, and to give them a platform for social engagement with other coworkers during a time where many were feeling isolated.; ; Following its success during COVID, the CDW Community initiative has remained operational as we exit the pandemic, continuing to provide CDW coworkers with activities and resources centric to physical and mental wellbeing, as well as sessions to support a healthy family life.

Pricing

• Price: £4.08 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Quest provides a limited 30 day Trial version of the product allowing you to migrate and manage your office 365 environment.
• Link to free trial: https://www.quest.com/signup/114290/

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 tenders@uk.cdw.com. Tell them what format you need. It will help if you say what assistive technology you use.