Salesforce.com managed services

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: Salesforce has rich API connectivity and can be integrated to many other core systems, e.g. finance, ERP. Native Salesforce apps from the AppExchange can also be configured as part of the solution to extend functionality.
Cloud deployment model: Public cloud

Private cloud

Community cloud

Hybrid cloud
Service constraints: Salesforce.com is responsible for maintenance of its multi-tenant SAAS platform
System requirements: Licenses procured from Salesforce

Licenses procured from other other ISVs

User support

Email or online ticketing support: Yes, at extra cost
Support response times: Within 3 to 6 hrs depending on the level of managed service procured
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), 7 days a week
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: VRP Managed Services
Standard - triage response within 6 hrs = £70ph
Premium - triage response within 3 hrs = £80ph
24/7 - follow the sun model (3hrs response) = £90ph
All Managed Service accounts have a dedicated Delivery Manager and access to the dedicated resource pool of support analysts, consultants, architects, developers and QA engineers.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Implementations include training, usually as 'train-the-trainer' approach. This can be supported with quick start guides, videos and platform technical documentation.
Service documentation: Yes
Documentation formats: HTML
End-of-contract data extraction: Export of data and metadata can be run from Salesforce at any time, or scheduled to a backup system.
End-of-contract process: At the end of the services contract, a project completion document is created and signed, access to the systems for the project team are removed, and a full handover of documentation is performed.

Post-go-live support or ongoing managed services to support the platform can be contracted separately.

A 90 day warranty is included as standard for all implementation work at no additional cost.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Mobile user experience via Salesforce standard mobile with limited differences to desktop
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: Either an app installed into the customer Salesforce org, or a self--service portal with secure access.
Accessibility standards: None or don’t know
Description of accessibility: On request
Accessibility testing: None
API: Yes
What users can and can't do using the API: Salesforce offers a range of platform and data API’s enabling external systems to interact with the Salesforce platform. The API’s cover data, process and metadata capabilities. The REST and SOAP APIs allow you to create, read, update, and delete records, search or query data, retrieve object metadata, and access information about org limits. The Bulk API is designed for asynchronous processing of volume-based operations on Salesforce. The Streaming API encapsulates newer, event-based integration patterns such as CDC (Change Data Capture) and Platform Events. For more complex use cases, Salesforce enables developers to create and host custom web services using APEX SOAP and REST services.

Application developers define the client side logic in their tool or language of choice, and engage with Salesforce using one of the APIs. API authentication is supported using Username/Password, oAuth 2.0, oAuth JWT flows.

Salesforce applies limits to the number of inbound API requests that can be made in a 24 hour window to your Salesforce instance based on the number of licenses purchased for your environment. A typical Salesforce instance has a baseline allowance of 100,000 inbound API calls, plus 5000 calls multiplied by the number of licenses purchased
API documentation: Yes
API documentation formats: HTML

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: All areas of the platform can be customised using declarative settings, Lightning Web Components, Apex code and CSS to provide tailored functionality, processes, data, automation, integration and user experience. Salesforce architects, developers and configurators make changes in sandbox environments that are tested and promoted via best practice dev ops to production.

Scaling

Independence of resources: For professional services implementation contracts, resources are dedicated to projects according to the roles, effort, timeline and utilisation that is agreed.

For managed services contracts, monthly hours are agreed and reviewed quarterly. Additional hours can be consumed up to set limits with no notice period, or extended limits with two weeks notice so the resource pool can be managed effectively.

Analytics

Service usage metrics: Yes
Metrics types: Our managed service reporting includes ticket volume, throughput and SLA metrics. Platform usage metrics are available as standard via Salesforce reports or to a deeper level of logging and security through the Salesforce Shield add-on.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller providing extra features and support
Organisation whose services are being resold: Salesforce

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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 3.0)
Penetration testing frequency: At least every 6 months
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with CSA CCM v3.0

Encryption of all physical media

Scale, obfuscating techniques, or data storage sharding
Data sanitisation process: Yes
Data sanitisation type: Deleted data can’t be directly accessed
Equipment disposal approach: A third-party destruction service

Data importing and exporting

Data export approach: Data can be exported by running reports, or programmatically using a data loader tool, or on a schedule to a backup system.
Data export formats: CSV

Other
Other data export formats: XML

JSON
Data import formats: CSV

Other
Other data import formats: XML

JSON

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: Customers agree an SLA directly with Salesforce as part of their MSA when procuring licenses. Typically this will be >99.5% availability guaranteed and service credits may apply.
Approach to resilience: Salesforce publishes it security standards here - https://compliance.salesforce.com/en/documents/a005A00000k4aypQAA
Outage reporting: Salesforce has live updates at https://trust.salesforce.com/en/
Users are notified in advance when they login of upcoming planned outages.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Username or password
Access restrictions in management interfaces and support channels: Authentication controls supported: Multifactor authentication, single sign-on (both as IDP and SP), custom login flows, connected apps (open ID connect), user password management, device controls, session security controls
Data access controls supported: The Salesforce sharing model provides Row Level Security per data entity. A baseline sharing default is setup per object defining what access all users have to records in that object. To open up access, Sharing Rules, Role Hierarchies, other declarative and programmatic Sharing mechanisms are leveraged to provide access to individuals or groups of users. This ensures record level security is correctly administered and maintained in the platform.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Username or password

Audit information for users

Access to user activity audit information: Users contact the support team to get audit information
How long user audit data is stored for: User-defined
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: User-defined
How long system logs are stored for: User-defined

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Staunchly Management and system service limited
ISO/IEC 27001 accreditation date: 06/01/2024
What the ISO/IEC 27001 doesn’t cover: N/A
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 9000-1

ISO 20000-1

ISO 14000-1

ISO 22301

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: Processes ISB is chaired by CEO, including all relevant Regional Management Stakeholders from different support functions which are in charge of:
- Reviewing and approving control design, implementation and effectiveness
- Allocate the needed resources to implement and maintain the ISMS system at an operational level.
- Approval of Regional/Local exemptions to the compliance of the ISMS
- Gather insights on changes that might impact the ISMS
- Review ISMS performance in order to inspect and adjust the suitability, adequacy and effectiveness of it
This happens no less than every quarter.

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: Templated workspaces and process in tools such as Confluence, Jira, Slack, Salesforce and Google with rights management access and protection on information accessibility based on role profiles. Access is permission based and governed by senior personnel. Where change is process based, change control are either policy, system or personnel controlled. Depending on the nature of data retention needs and the lifecycle of customer engagements, spaces and data is either retained, archived or destroyed.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Please refer to https://compliance.salesforce.com/en/documents/a005A00000vMpyYQAS
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Salesforce Shield supports Monitoring, preventing, and mitigating threats to sensitive data.
With Event Monitoring, you can see who is accessing critical business data, when, and from where.
Failed or suspicious login attempts are flagged and reported in real time. Data downloads are tracked with IP addresses logged. Other critical events can be monitored in real time or using log files
Prevent data loss with Transaction Security Policies
Detect insider threats and report anomalies
Audit user behaviour and measure custom application performance
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: VRP Consulting has its own Incident Management process with playbooks per each scenario, including notification to third parties. Incidents can be reported through our internal portal or via email. Reports are provided using a predefined template containing further details, impact assessment, action log, decisions and lessons learnt, among others.

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 v3.0)

Public sector networks

Connection to public sector networks: Yes
Connected networks: Public Services Network (PSN)

Police National Network (PNN)

NHS Network (N3)

Joint Academic Network (JANET)

Scottish Wide Area Network (SWAN)

Health and Social Care Network (HSCN)

Social Value

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

Fighting climate change

Our G-Cloud service provision is deeply committed to fighting climate change, recognizing the urgent need for collective action to address environmental challenges. Here's how our services deliver against this social value theme:

Environmental Sustainability in Operations:

We prioritize running efficient operations to reduce emissions and minimize environmental impacts. This includes implementing energy-efficient practices, optimizing resource usage, and adopting renewable energy sources wherever possible within our data centers and infrastructure.

Promoting Sustainable Practices:

VE3 actively engages with our suppliers and clients to promote sustainable business practices. Through our services, we advocate for the adoption of environmentally friendly technologies, responsible sourcing, and waste reduction strategies, thereby reducing carbon footprints across the supply chain.

Responsible by Design Framework:

Our G-Cloud services adhere to a 'Responsible by Design' framework, ensuring that environmental considerations are integrated into the development and deployment of digital solutions. By prioritizing environmental protection and minimizing negative impacts, we strive to deliver sustainable outcomes for our clients.

Training and Education:

VE3 invests in training and education programs focused on environmental sustainability. Through initiatives like the Sustainability Quotient (SQ) training, we equip our teams with the knowledge and skills to adopt climate-smart behaviors and implement environmentally conscious practices in their work.

Community Engagement:

We actively engage with communities to support environmental objectives and promote climate action. By partnering with local organizations and stakeholders, we contribute to initiatives aimed at addressing climate change, such as tree planting programs, clean energy projects, and environmental education campaigns.

Covid-19 recovery

Our G-Cloud service provision plays a crucial role in supporting the COVID-19 recovery effort by facilitating resilience, adaptation, and innovation in the face of unprecedented challenges. Here's how our services contribute to the recovery process:

Remote Work Enablement:

VE3's digital solutions empower organizations to transition to remote work seamlessly. By providing secure and reliable cloud-based infrastructure, collaboration tools, and remote access solutions, we enable businesses to maintain productivity while ensuring the safety and well-being of their employees.

Business Continuity Planning:

We assist organizations in developing and implementing robust business continuity plans to mitigate disruptions caused by the pandemic. Our services include data backup and recovery solutions, disaster recovery planning, and resilience testing to ensure operational continuity in the face of unforeseen events.

Digital Transformation Acceleration:

VE3 accelerates digital transformation initiatives to help organizations adapt to the new normal. By modernizing legacy systems, implementing cloud-based technologies, and digitizing processes, we enable businesses to optimize efficiency, improve agility, and remain competitive in a rapidly evolving landscape.

Healthcare Support Solutions:

We provide specialized healthcare support solutions to assist frontline workers and healthcare organizations in responding to the COVID-19 crisis. This includes telemedicine platforms, patient management systems, and data analytics tools to enhance patient care, streamline operations, and support decision-making processes.

Economic Stimulus through Innovation:

VE3 fosters innovation and entrepreneurship to stimulate economic recovery in the aftermath of the pandemic. Through our G-Cloud services, we support startups, small businesses, and enterprises in developing and deploying innovative solutions that address emerging challenges, create new opportunities, and drive economic growth.

Tackling economic inequality

We recognize the importance of tackling economic inequality and are committed to leveraging our G-Cloud service provision to address this pressing social issue. Here's how our services contribute to tackling economic inequality:

Access to Affordable Technology:

We strive to make cutting-edge technology accessible and affordable to all, regardless of economic status. By offering scalable and cost-effective cloud-based solutions, we enable organizations, including small and medium-sized enterprises (SMEs) and underserved communities, to access the tools and resources they need to compete in the digital economy.

Skills Development and Training:

VE3 invests in skills development and training programs to empower individuals with the knowledge and expertise needed to thrive in the digital age. Through initiatives like online courses, certifications, and workshops, we equip people from diverse backgrounds with the skills required for high-demand roles in technology and innovation, thereby enhancing their employability and economic prospects.

Support for Minority-Owned Businesses:

We actively support minority-owned businesses and entrepreneurs by providing access to mentorship, networking opportunities, and resources to help them grow and succeed. Through initiatives like supplier diversity programs and partnerships with minority business organizations, we promote inclusion and diversity in the technology sector and contribute to creating more equitable economic opportunities.

Digital Inclusion Initiatives:

VE3 is committed to promoting digital inclusion and bridging the digital divide by ensuring that everyone has access to essential digital services and technologies. We collaborate with governments, nonprofits, and community organizations to implement initiatives such as digital literacy programs, affordable internet access schemes, and community technology centers, thereby empowering underserved populations and promoting economic equity.

Fair and Transparent Procurement Practices:

We adhere to fair and transparent procurement practices to create opportunities for businesses of all sizes and backgrounds to participate in government contracts and procurement processes.

Equal opportunity

We recognize the importance of tackling economic inequality and are committed to leveraging our G-Cloud service provision to address this pressing social issue. Here's how our services contribute to tackling economic inequality:

Access to Affordable Technology:

We strive to make cutting-edge technology accessible and affordable to all, regardless of economic status. By offering scalable and cost-effective cloud-based solutions, we enable organizations, including small and medium-sized enterprises (SMEs) and underserved communities, to access the tools and resources they need to compete in the digital economy.

Skills Development and Training:

VE3 invests in skills development and training programs to empower individuals with the knowledge and expertise needed to thrive in the digital age. Through initiatives like online courses, certifications, and workshops, we equip people from diverse backgrounds with the skills required for high-demand roles in technology and innovation, thereby enhancing their employability and economic prospects.

Support for Minority-Owned Businesses:

We actively support minority-owned businesses and entrepreneurs by providing access to mentorship, networking opportunities, and resources to help them grow and succeed. Through initiatives like supplier diversity programs and partnerships with minority business organizations, we promote inclusion and diversity in the technology sector and contribute to creating more equitable economic opportunities.

Digital Inclusion Initiatives:

VE3 is committed to promoting digital inclusion and bridging the digital divide by ensuring that everyone has access to essential digital services and technologies. We collaborate with governments, nonprofits, and community organizations to implement initiatives such as digital literacy programs, affordable internet access schemes, and community technology centers, thereby empowering underserved populations and promoting economic equity.

Fair and Transparent Procurement Practices:

We adhere to fair and transparent procurement practices to create opportunities for businesses of all sizes and backgrounds to participate in government contracts and procurement processes.

Wellbeing

Environmental Sustainability: We are committed to environmental sustainability as a core component of wellbeing. By prioritizing eco-friendly practices, resource conservation, and carbon reduction efforts in our operations and services, we contribute to creating a healthier and more sustainable environment. We prioritize the wellbeing of individuals and communities in all aspects of our G-Cloud service provision.

User-Centric Design: VE3 designs our G-Cloud services with a user-centric approach, prioritizing usability, accessibility, and intuitive design. By focusing on the needs and preferences of users, we create digital experiences that enhance overall wellbeing by reducing frustration, stress, and cognitive load.

Health and Safety Protocols: We implement robust health and safety protocols to protect the wellbeing of employees, clients, and partners. This includes adherence to strict security standards, data privacy regulations, and compliance with industry best practices to ensure the safety and integrity of our digital infrastructure and services. Promotion of Work-Life

Balance: VE3 recognizes the importance of work-life balance in maintaining overall wellbeing. Through our G-Cloud services, we enable remote work, flexible scheduling, and collaboration tools that empower individuals to achieve a healthy balance between their professional and personal lives, leading to greater job satisfaction and wellbeing.

Mental Health Support: We prioritize mental health support for our employees and clients by offering resources, programs, and initiatives aimed at promoting mental wellbeing. This includes access to counseling services, mindfulness training, stress management workshops, and employee assistance programs designed to support individuals in times of need. Community

Engagement and Social Impact: VE3 actively engages with communities to address social determinants of health and promote holistic wellbeing. Through partnerships, philanthropic initiatives, and volunteer efforts, we support local organizations and projects focused on improving access to healthcare, education, housing, and other essential services that contribute to overall community wellbeing.

Pricing

Price: £175 to £850 a unit
Discount for educational organisations: Yes
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Salesforce.com managed services

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents