ZOHO CORPORATION LIMITED

ManageEngine ServiceDesk Plus AI-driven and ITIL aligned IT service desk solution (ITSM/ ESM / ITAM)

ServiceDesk Plus is a unified service management platform that provides ITIL-aligned capabilities for efficient IT and non-IT support. It streamlines incident, service request, change, and IT asset management with configurable best-practice workflows. Its service catalogue, self service portal, built-in CMDB, and customisation capabilities enable enterprises to drive exceptional service operations.

Features

• Omnichannel ticket creation from email, chat, web portal, and more.
• Generative, predictive, and conversational AI-no premium tiers or add ons.
• Enterprise service management with vertical-specific instances for IT, HR, facilities.
• ITIL-aligned modules for incident, request, change, and asset management.
• Self-service portal, service catalogue, AI-powered virtual agent for end users.
• Drag-and-drop workflow builder for codeless process automation and customisation.
• Workflow orchestration to connect hybrid IT systems and tools.
• Integrated asset management with a native CMDB for asset visibility.
• Contextual integrations with commonly used IT and business applications.
• 100+ prebuilt ITSM reports covering operational and service performance metrics.

Benefits

• Meet users where they are in their preferred support channels.
• Leverage plug-and-play AI capabilities to power intelligent support at scale.
• Break down departmental silos with unified service delivery.
• Stay compliant with proven, ITIL-aligned best practices.
• Empower end users with fast, intuitive self-service options.
• Customize and adapt processes easily, with zero coding.
• Improve asset tracking with a single, unified source of truth.
• Drive reliable process execution using end-to-end automated workflows.
• Build a connected ecosystem with native and contextual integrations.
• Track and improve performance with actionable ITSM analytics.

• 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 zohouk-gcloud@eu.zohocorp.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

952613010391517

Contact

Corie Robinson
+44 2038072092
zohouk-gcloud@eu.zohocorp.com

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Asset life-cycle management
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no specific constraints. All service upgrades are applied automatically by ManageEngine with little to no impact to service availability. Planned maintenance is scheduled during off-peak hours and infrastructure level maintenance activities are communicated in advance through in-product notifications and user forums. Where there is any risk of interruption, users will be notified immediately through forums and social media.
• System requirements:
  • Chrome 75 and Firefox 67 and Edge 79 or later
  • Mobile apps for Android 8.1 & iOS 16 or above
  • Asset discovery probe: Windows Server 2008 or higher
  • Asset discovery probe: Dependent software: .NET Framework 4.8 or above
  • Asset discovery probe: 1.80GHz processor speed 5GB of disk space
  • Asset discovery probe: Hardware: 512MB of RAM
  • Asset discovery agent: Windows 8 or higher
  • Asset discovery agent: All Linux distributions (Ubuntu, RedHat, SUSE, Oracle)
  • Asset discovery agent: All versions of MAC
  • Asset discovery agent: VMWare (ESXi & ESX)

User support

• Email or online ticketing support: Yes
• Support response times: Our dedicated support specialists operate Monday to Friday, 9am–5pm UK time. Customers can reach through multiple channels, and we typically provide a response within 8 hours.; We follow a severity-based SLA model to ensure that issues are prioritised in line with their business impact:; Severity 1: Response within 1 hour; Severity 2: Response within 8 hours; Severity 3: Response within 24 hours; ; This support is included as part of our classic support program which is free of cost for all subscription tiers.; We also offer a paid premium support program that offers 24/7 coverage for high-priority issues for mission-critical environments.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Users can access web chat support directly from the support page on our website or initiate it from within the application using the support icon available at the bottom-right corner of the interface. ; The application follows accessibility best practices like; 1. Mouse-less intervention - The application has been made entirely usable without the need for a mouse device, which allows navigation using the following keys: ; - Tab for navigating forward ; - Shift+Tab for navigating backward ; - Enter/Return for option selection ; ; 2. Zoom controls and font size - The application is entirely adaptable with Zoom control support of 80% to 125% irrespective of the device being used, whether a large device or small, enhancing overall product visibility. It also supports maximum readability by allowing adjustments to the font size of the content/text within (small, medium, or large) as the user desires, enhancing clarity and legibility. ; ; 3. Screen reader compatibility - Our application being text-only, allows the usage of the screen reader extensions, which enable the focus area on the screen (either through the Tab key or a mouse click) to be read out aloud, making all the content accessible.
• Web chat accessibility testing: Though we have not documented any specific web chat testing with assistive technology users for the live chat widget, we are working towards accessibility standards. We currently assure the chat feature focuses entirely on built-in accessibility features they have designed in, including:; ; Full keyboard-only (mouse-less) navigation using Tab, Shift, and Enter/Return; A text-only interface that supports screen reader extensions; HTML attributes to help screen readers correctly identify the page language; Emphasising the product usable for users with motor, cognitive, or visual disabilities.
• Onsite support: Yes, at extra cost
• Support levels: Customers can reach our support team through multiple channels like Phone, email, customer portal, live chat support options.; ; We offer two levels of support to meet different operational needs.; ; 1. Classic support: Included at no additional cost across every subscription tier. Queries are typically responded to within 8 hours and a structured severity based SLA model is followed.; Severity 1: Response within 1 hour; Severity 2: Response within 8 hours; Severity 3: Response within 24 hours; ; 2. Premium support: This is a paid support program that offers 24/5 support with 24/7 coverage for high-priority issues and accelerated SLAs, with a typical first response within 3 hours. Organisations are assigned dedicated account managers and escalation teams, along with periodic health checks to ensure optimal performance.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: - A guided sign-up experience with tailored setups and in-product guidance help new users to start off and navigate the platform, while admins can leverage help cards, prebuilt templates, and best-practice configurations to accelerate implementation.; - Sample data population: The platform can be pre-populated with sample templates, tickets, users, and workflows, allowing teams to explore features.; - Comprehensive online documentation is available for admins, technicians, and end users, offering step-by-step guidance.; - A quarterly online Bootcamp program equips new users with foundational setup expertise and structured guidance to get started quickly.; - A monthly online Masterclass training series deepens product knowledge with sessions focused on configurations, automation, and customisations.; - A 1-hour live onboarding consultation tailored to each organisation ensures personalised recommendations based on current usage and ITSM needs.; - A rich library of tutorial videos is available for every ITSM practice on YouTube, including a regularly updated playlist highlighting new releases.; - Customer success teams conduct on-site health checks for ongoing optimisation, and we host in-person ITSM workshops and user conferences for hands-on learning.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users can export their data directly from ServiceDesk Plus through built-in export options available across areas like: Users, Requests, Problems, Changes, Releases, Purchase Order, Solutions, Attachments, Category, Vendor, Workstation, Asset, Components, Consumable Quantity Details, Consumable Allocations, Conversations in Requests, Problems, Changes, and Releases. Data can be exported in either CSV or XLSX format and only the first 3,000 rows of data will be exported during a single export.; ; Customers can additionally request a full data export on demand, which is made available for download from the Data Administration section. Upon contract termination, if the customer has multiple instances, only one instance is downgraded to the Free Standard edition (up to five technicians), as only a single free Standard instance is permitted per account. This is typically the first instance eligible for downgrade. Any additional instances remain active until the next scheduled cleanup cycle. If the account continues to remain inactive, these instances—and their associated user data—are automatically deleted as part of the periodic cleanup process.
• End-of-contract process: At the end of the contract, the ServiceDesk Plus instance is deprecated to the Standard edition that is free for up to five technicians. ; ; Upon contract termination, user data is first removed from the active database during the next scheduled cleanup cycle, which occurs every six months if the account remains inactive. Backup data is then securely purged within three months of active data deletion. During off-boarding, customers are provided options to export their data, and all sensitive information is securely transferred or deleted in alignment with our privacy and data-retention policies.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Upon sign-up, users are guided through a structured getting-started flow that clearly outlines what is required to set up the platform, including initial configurations, role assignments, and best-practice templates. Contextual in-product help is available directly within the interface to support users as they configure the service. If required, we will share further onboarding and off-boarding documentation on a case-by-case basis and on request.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • ChromeOS
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The core service capabilities remain consistent across desktop and mobile, ensuring technicians and end users can access essential functionality on the go. ; The desktop (web) version offers the full administrative experience, including advanced configuration options, workflow design, and reporting capabilities. The mobile web browser version and the mobile app are optimised for essential on-the-go tasks, with intentional limitations suited to mobile use cases. This means that certain features available in the full web version are restricted and accessing the desktop view via a mobile browser may require scaling or resizing to use all features effectively.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service provides a modern, intuitive web-based interface designed for administrators, technicians and end users. We have an LLM powered AI assistant within the UI for all these roles which helps provide intelligent support. Administrators can define and assign custom roles and technicians can access different ITSM practices through dedicated modules within the GUI. End users access a self-service portal that allows them to log incidents, request services, browse a knowledge base. The interface is accessible from the browsers mentioned above, with dedicated mobile apps for iOS and Android optimised for quick approvals, updates, and field productivity.
• Accessibility standards: None or don’t know
• Description of accessibility: ServiceDesk Plus supports standard keyboard navigation, input functions, and tab navigation in certain forms. However, keyboard navigation is currently not available for components that rely on drag-and-drop actions or global search features. We also have ticket details page layout customization which helps admins emphasise only the important sections of the ticket and reduce the visual load. The interface follows a logical tab order across interactive elements like links and form controls. It also employs proper semantic markup for headings, labels, and other UI components and additionally, the application provides clear labels and guidance wherever user input is required.
• Accessibility testing: ManageEngine is working toward meeting WCAG accessibility standards for ServiceDesk Plus. While we have not yet conducted formal interface testing with users of assistive technology, the product includes built-in accessibility controls to support diverse user needs. These include screen reader support, keyboard shortcuts, page navigation aids, focus indicators, contrast, cursor and font size adjustments, and configurable notification durations. These controls are designed to improve usability for users with visual, hearing, mobility, and cognitive accessibility requirements.
• API: Yes
• What users can and can't do using the API: Built on REST architecture, The ServiceDesk Plus API enables customers to perform most operations available through the web client. By default, API usage is rate-limited to 100 calls per minute.; ; To use the ServiceDesk Plus Cloud API, the following prerequisites apply:; ; - A valid ServiceDesk Plus Cloud account login (username and password).; - An access token must be generated, based on where the customer is hosted.; - One of eight ServiceDesk Plus Cloud API domains must be used.; - Supported API request methods include POST, GET, PUT, and DELETE.; - The portal URL name must be included in every API request
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: - Flexible, no-code customisation: Designed for organisations of all sizes and industries, the platform is easy to configure, with most customisations achieved through an intuitive, GUI-driven, no-code experience.; - Self-service portal: Customise branding, layout, and overall look and feel using codeless options or HTML-based customization to align with your organisational identity.; - Enterprise Service Management portal: Configure a unified ESM portal with department-specific instances to deliver tailored experiences across IT and business teams.; - Service desk configurations: Define ticket parameters such as categories, subcategories, statuses, priorities, and closure codes to match internal processes.; - Templates and forms: Build dynamic templates across ITSM practices using a simple drag-and-drop canvas.; - Visual workflows: Design multi-step process flows using a visual workflow builder with rule-based automations and AI-assisted recommendations.; - Ticketing operations: Configure routing rules, approval paths, priority matrices, and escalation policies to ensure consistent service delivery.; - Change management: Customise change types, risk levels, CAB workflows, and lifecycle stages to support controlled IT changes.; - Asset management: Configure asset types, lifecycle actions, and CMDB relationships for complete visibility.; - Extensibility: Address bespoke use cases using web-hooks, custom automations, and low-code scripts generated with the Zia Code Generator.

Scaling

• Independence of resources: ServiceDesk Plus is hosted in ManageEngine-owned data centres in UK and EU, designed for high availability within a multi-tenant architecture. We employ proactive horizontal scaling, adding resources whenever load reaches 70%–80%, ensuring seamless service availability. For organisations requiring strict data isolation, exclusive database plans are also available.

Analytics

• Service usage metrics: Yes
• Metrics types: ServiceDesk Plus offers different service usage metrics, including:; ; Count of number of technician licenses used.; Number of asset licenses used.; Number of probe licenses used.; Number of instances; ; It also provides usage metrics for add-ons such as number of remote control and live chat licenses used. Other service usage metrics include:; - Number of low-code script executions (per month); - Number of InvokeURL calls (per day); - Usage statistics of ChatGPT integration; ; ITSM reports and dashboards: The reporting and dashboards module in ServiceDesk Plus provides IT and business managers with comprehensive insights into the state of their service management operations.
• Reporting types: Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Sensitive customer data at rest is encrypted using 256-bit Advanced Encryption Standard (AES). The data that is encrypted at rest varies with the services you opt for. We own and maintain the keys using our in-house Key Management Service (KMS). We provide additional layers of security by encrypting the data encryption keys using master keys. The master keys and data encryption keys are physically separated and stored in different servers with limited access.
• 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 Erasure

Data importing and exporting

• Data export approach: With ServiceDesk Plus, customers can export their data from individual modules into CSV or XLSX spreadsheets. Please note that during a single export, only the first 3,000 rows of data will be exported. They can also export data in multiple batches as well.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLSX
• Data import formats:
  • CSV
  • Other
• Other data import formats: XLSX

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: All customer data transmitted to our servers over public networks is protected using strong encryption protocols. We mandate all connections to our servers use Transport Layer Security (TLS 1.2/1.3) encryption with strong ciphers, for all connections including web access,API access, our mobile apps, and IMAP/POP/SMTP email client access. Additionally for email, our services leverages opportunistic TLS by default. ; We have full support for Perfect Forward Secrecy (PFS) with encrypted connections, ensuring no previous communication be decrypted. We have enabled HTTP Strict Transport Security header (HSTS) to all web connections and we flag all our authentication cookies as secure.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: ManageEngine protects data within its network using layered security controls. Data stored in Zoho data centres is encrypted at rest using strong encryption standards. Internal traffic between services, storage systems and disaster recovery sites is encrypted to prevent unauthorised access. ManageEngine operates fully controlled data centres with restricted physical access, continuous monitoring and dedicated security systems. Network protections include firewalls, intrusion detection and prevention, and segmentation to isolate sensitive components and limit lateral movement. Access to production systems is restricted to authorised personnel following strict authentication, logging and approval processes.

Availability and resilience

• Guaranteed availability: ManageEngine guarantees an average monthly uptime of 99.9% for its Cloud solutions. The standard SLA covers monthly service availability. If the service falls below this threshold, customers may be eligible for service credits according to contract terms
• Approach to resilience: Application data is stored on resilient storage that is replicated across data centers. Data in the primary DC is replicated in the secondary in near real time. In case of failure of the primary DC, secondary DC takes over and the operations are carried on smoothly with minimal or no loss of time. Both the centers are equipped with multiple ISPs.; ; We have power back-up, temperature control systems and fire-prevention systems as physical measures to ensure business continuity. These measures help us achieve resilience. In addition to the redundancy of data, we have a business continuity plan for our major operations such as support and infrastructure management.
• Outage reporting: Planned maintenance will be notified through In-App banners & status pages and unplanned outages will be notified through status pages, blogs, forums and social media handles.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to production environments is maintained by a central directory and authenticated using a combination of strong passwords, two-factor authentication, and passphrase-protected SSH keys. Furthermore, we facilitate such access through a separate network with stricter rules and hardened devices. Additionally, we log all the operations and audit them periodically.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Other standards include ISO/IEC 27701, ISO/IEC 27017, ISO/IEC 27018, SOC 2 Type II, HIPAA-compliant controls for eligible services, and CSA STAR Level 1 certification. These frameworks cover privacy management, cloud security, protection of personal data, independent assurance reporting, and cloud control transparency.
• Information security policies and processes: ManageEngine has a dedicated Compliance team and they conduct internal risk assessments to confirm if the policies are followed. Zoho has an established governance framework that supports relevant aspects of information security with policies and standards (Endpoint Central is an offering from ManageEngine, which in turn is a division of Zoho). Roles and responsibilities for the governance of Information Security within Zoho are formally documented and communicated by the management. Zoho shall establish, implement, and maintain an information security program in accordance with the international standard ISO 27001 that includes technical and organizational security and physical measures as well as policies and procedures to protect customer data processed by Zoho against accidental loss, destruction or alteration, unauthorized disclosure or access, or unlawful destruction. Zoho maintains documented information security and data privacy policies and requirements, and communicates them periodically to those employees responsible for the design, implementation and maintenance of security and privacy controls.The policies are reviewed annually to keep them up-to-date. This policy gets verified during our third-party audits like ISO and SOC.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: ManageEngine has Change Management procedures in place that include the following but are not limited to all the changes to the organisation, applications, systems, people, technology, and processes, information processing facilities that affect information security/privacy. For every change, the security impact is analysed. We maintain Audit logs as evidence of all the changes. Fall-back procedures, including procedures and responsibilities for aborting and recovering from unsuccessful changes and unforeseen events, are documented and communicated. Zoho shall notify the customer of any changes that may affect the customer in an adverse manner.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: ManageEngine has a vulnerability management process that actively scans for security threats using a combination of certified third-party scanning and in-house tools with automated and manual penetration testing efforts. Our security team actively reviews inbound security reports and monitors public mailing lists, blog posts, and wikis to spot security incidents that might affect the company’s infrastructure.; ; Once we identify a vulnerability requiring remediation, it is logged, prioritised according to the severity, and assigned to an owner. We further identify the associated risks and track the vulnerability until it is closed by either patching the vulnerable systems or applying relevant controls.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: ManageEngine ensures to monitor and analyse information gathered from services, internal traffic in our network, and usage of devices and terminals. We record this information in the form of event logs, audit logs, fault logs, administrator logs, and operator logs. These logs are automatically monitored and analysed to a reasonable extent that helps us identify anomalies such as unusual activity in employees’ accounts or attempts to access customer data. We store these logs in a secure server isolated from full system access, to manage access control centrally and ensure availability.
• 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: ManageEngine has a dedicated incident management team. We track and close the incidents with appropriate corrective actions. Whenever applicable, we will identify, collect, acquire, and provide users with necessary evidence in the form of application and audit logs regarding incidents applicable.; We respond to the security or privacy incidents you report to us through incidents@zohocorp.com with high priority. For general incidents, we will notify users through our blogs, forums, and social media. For incidents specific to an individual user or an organisation, we will notify the concerned party through the primary email of the Organisation administrator registered with us.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: ManageEngine offers a fully functional 30-day free trial of its Enterprise edition. After the trial ends, the instance automatically moves to the Standard edition that is free for up to five technicians, allowing teams to continue using the product at no cost until they are ready to upgrade.
• Link to free trial: https://sdpondemand.manageengine.com/Register.do

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Wednesday 3 September 2025
• What the ISO/IEC 27001 doesn’t cover: ISO/IEC 27001 certifies our Information Security Management System (ISMS) and confirms that we have appropriate governance, controls, and continual improvement processes in place to manage information security risks within the defined scope of certification.; ; The certification does not certify individual products or specific technical features in isolation. Instead, it applies to the management framework, policies, processes, and controls that govern how information security is implemented and operated across our in-scope services.; ; Activities, systems, or services outside the formally defined ISMS scope are not covered by the ISO/IEC 27001 certification. This may include third-party services or infrastructure not operated or controlled by us, or internal systems not directly involved in the delivery of certified services.; ; ISO/IEC 27001 also does not replace or automatically include other standards (such as ISO/IEC 27017 or ISO/IEC 27018 - Which Zoho Corporation has obtained both certifications), which address cloud-specific controls and protection of personally identifiable information and are assessed separately where applicable.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Thursday 23 March 2023
• What the ISO 9001 doesn’t cover: ISO 9001:2015 certifies our Quality Management System (QMS) and confirms that we have defined, implemented, and continually improved processes to ensure consistent service delivery within the certified scope.; ; The certification does not certify individual products, features, or technical performance in isolation. It focuses on the management framework for quality rather than guaranteeing specific service outcomes, configurations, or performance levels for individual services.; ; Activities, systems, or services outside the formally defined QMS scope are not covered by the ISO 9001 certification. This may include third-party services, customer-managed configurations, or internal processes not directly involved in the delivery and support of in-scope services.; ; ISO 9001 also does not address information security, privacy, or data protection controls, which are covered separately under standards such as ISO/IEC 27001 and related certifications.
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Monday 4 August 2025
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Zoho’s listing in the CSA Security, Trust & Assurance Registry (STAR) is based on a STAR Level 1 Self-Assessment, which documents how our cloud security controls align with the Cloud Security Alliance Cloud Controls Matrix (CCM).; ; The STAR self-assessment applies to the security control framework and governance practices for our cloud services. It does not certify individual products, specific service configurations, or customer-managed settings in isolation.; ; Activities or services outside the scope of the published STAR self-assessment, including customer-controlled configurations, integrations with third-party services, or infrastructure not operated or controlled by Zoho, are not covered.; ; CSA STAR also does not replace other standards covering information security, privacy, or quality management, which are addressed separately through certifications such as ISO/IEC 27001 and related standards.; ; In summary, CSA STAR provides transparency into our cloud security controls within scope, but not independent certification or coverage of out-of-scope services or configurations.
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Df4a2fb2-58c7-428b-b622-0d1dbd68ae22
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 061e91c4-e56a-4f0c-a09c-66fea8d9c587
• Other security certifications: Yes
• Any other security certifications:
  • ISO/IEC 27017 (Cloud Security Controls)
  • ISO/IEC 27018 (Protection of PII in public cloud)
  • ISO/IEC 27701 (Privacy Information Management / PIMS)
  • SOC 2 Type II
  • CSA STAR (Level 1 Self-Assessment)
  • Data Security and Protection Toolkit (DSPT)
  • GDPR

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees

  • 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 opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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 zohouk-gcloud@eu.zohocorp.com. Tell them what format you need. It will help if you say what assistive technology you use.