TECHNOLOGY SERVICES GROUP

Microsoft SharePoint Electronic Document and Records Management (EDRM) / Microsoft Teams Telephony

TSG have successful experience delivering EDRM projects using Microsoft SharePoint. Electronic document and records management solutions are designed to store documents & records using associated metadata, categorised within a classification scheme and enabled for search optimisation. Linked to HMS systems. Add services include Microsoft Teams Telephony design & delivery.

Features

• Enterprise level Document & Records management solution
• Enterprise level search functionality
• Enterprise Content Management & Information Governance
• Integration with Office, Exchange, AD and line of business applications
• Ongoing support of the delivered solution
• Sector specific EDRM for Housing Associations
• Aligns to information management policies and principles
• Microsoft Teams Telephony design & delivery
• Migration from legacy systems
• Evergreen platform using Microsoft M365

Benefits

• Proven track record delivering successful EDRM projects
• Experts in supporting Housing Associations and Local Authorities
• Flexible project delivery
• Secure, cloud-based service with robust access management control
• Scale licenses up/down
• Enable use of other M365 tools ie Power Platform
• Remove cost of legacy applications and utilise existing M365 licenses
• 10 x MS Gold accreditations
• Skills transfer to internal staff including training and project management
• Consistent and measurable improvement in everyday business processes

£850 to £1,150 a unit a day

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

Framework

G-Cloud 14

Service ID

878732231028372

Contact

Marketing Team
03332200777
info@tsg.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: The solution enhances the M365 SharePoint platform with a range of productivity, compliance and integration tools
• Cloud deployment model: Public cloud
• Service constraints: Requires M365 licences, anti-virus software & back up to be in place.; Reliable Internet connection must be in place; Devices meet the minimum system requirements for the product
• System requirements:
  • M365 license
  • Internet access
  • Anti-Virus and Back up
  • M365 compatible browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1 - 30 mins - P1 = Critical issue affecting multiple users; Priority 2 - 1Hr - P2 = Critical issue affecting single user ; Priority 3 - 4 Hours = P3 = Minor issue affecting one or more users. Priority 4 - 1 day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Accessibility on web chat; Interface has a compliant contrast ratio 11.2 as well as WCAG compliant features which enable the use of page readers and keyboard navigation
• Onsite support: Yes, at extra cost
• Support levels: TSG provide System Care support for EDRM projects built on M365/SharePoint on-line. Contracts are built on a number of tickets to be used over the contract period.; These tickets can be used on the support desk to cover telephone & remote support ; Support is delivered by our dedicated M365 team.; Our clients also have a dedicated customer success manager
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: TSG provide full project delivery from initial discovery sessions, scope of works, set up, data import, configuration, training, go-live assistance and project management. Generally all training is delivered remotely, sessions can be arranged on-site where appropriate.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users data sits within their M365 environment, no end of contract data extraction is required.
• End-of-contract process: Should the contract not be renewed, then at the end of the contract the TSG productivity tools will cease to function and will be removed from the clients environment

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Screens will render to provide device friendly views with a fully responsive interface.; There is parity of functionality and service between mobile and desktop.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: As our EDRM solution is built upon SharePoint in M365 API provision is via Microsoft service.; More information can be found here: https://docs.microsoft.com/en-us/graph/overview
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisations can be made using the Microsoft API's, more information can be found here:; https://docs.microsoft.com/en-us/graph/overview

Scaling

• Independence of resources: We leverage Microsoft Online Services which in turn utilises various Cloud Scale techniques and technologies, to ensure multi-tenant services are not affected in terms of peak usage. More information on request.

Analytics

• Service usage metrics: Yes
• Metrics types: Office 365 has in-built usage reports. More information available on request.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: MS Gold partner reselling Microsoft licensing & professional services

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

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: Managed by a third party
• Penetration testing frequency: Never
• Protecting data at rest: Other
• Other data at rest protection approach: Microsoft SQL Server transparent data encryption (TDE)
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can extract data using various techniques including integration with Office clients and Microsoft API's. More information available on request.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

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)
  • Other
• Other protection within supplier network: Encrypted at rest with SQL encryption using a customer controlled encryption key.

Availability and resilience

• Guaranteed availability: MS Monthly Service Levels:; 1. The Service Level is 99.9%.; 2. The Monthly Uptime Percentage is calculated for a given calendar month using the following formula:; ; Monthly Uptime Percentage = Total number of minutes in a given calendar month minus Total number of minutes of Downtime in a given calendar month. ; ; More information available on request.
• Approach to resilience: Microsoft Azure environment, further information on request
• Outage reporting: Hosting is on Microsoft Azure, further information available on request

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Access is permission driven and data access is controlled in the same way
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • 2-factor authentication
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time 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: https://www.microsoft.com/en-us/trustcenter/compliance/iso-iec-27001
• ISO/IEC 27001 accreditation date: 26.02.18
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 06.04.16
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: https://www.microsoft.com/en-us/trustcenter/compliance/uk-g-cloud
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: TSG have internal controls in place to ensure security governance, departmental access, device encryption policies, password policies, conditional access policies all form part of this.
• Information security policies and processes: TSG follow our own Information Security policy, more info available on request.; Ultimate responsibility for ensuring Information Security rests with TSG’s Senior Management Team. They are responsible for ensuring a culture where Information Security is taken seriously by all employees and third parties acting on behalf of TSG. ; ; Responsibility for securing specific IT systems rests with the Head of IT, the Group Applications Director and the Service Delivery Director depending whether the systems are internal to TSG or are hosted on behalf of a customer.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The components of services are tracked through their lifetime; Services are defined in conjunction with customer requirements at the point of initial engagement and as part of the onboarding process. During this definition of service, change management and service lifecycle management processes are designed around customer requirements and specific service needs. ; ; Changes are assessed for potential security impact; All service changes are evaluated by a technical resource with focus on service performance, availability and security impacts.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Annual penetration tests carried out by a verified tester.; We have an industry std Anti-Virus package deployed, utilise std tools such as threat management tools, anti ransomware etc. ; TSG also have a documented Disaster recovery policy.; Patches are deployed weekly to end user devices/servers after been through internal testing.; TSG have bespoke reporting and management software to assist in identifying potential threats.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Solution is built on Microsoft 365 hosted in Azure, see Microsoft SLA's for further information
• Incident management type: Supplier-defined controls
• Incident management approach: TSG have a pre-defined incident process for common events.; Users can report incidents via the Support desk.; Incident reports are also provided via Support desk and/or Account management team.; ; Benefits ; The benefits of a robust Incident Management process include:; • Higher end user satisfaction through improved resolution time and quality of services.; • Better performance against agreed service levels through higher service availability.; • Higher efficiency and productivity for the customer due to fewer hours lost to interruptions to IT service.; • Better alignment and collaboration between internal TSG departments.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  TSG are actively working to reduce their own Carbon output and evolving services and practices to support our customers on this journey as well.

Pricing

• Price: £850 to £1,150 a unit a day
• Discount for educational organisations: No
• Free trial available: No

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