Microsoft 365 Business

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: Refer to: https://support.office.com/en-gb/article/Office-365-system-requirements- 8def54e-1435-4fad-bc03-974014caf91e
System requirements: Refer to: Support Office 365 system requirements

User support

Email or online ticketing support: Email or online ticketing
Support response times: Our standard support hours are 8am – 6pm Monday-Friday for non-critical issues, and a 24x7 service for critical issues, including the below: » <1-hour response time on critical issues » 4 Hour Critical issue SLA from Microsoft » 24-hour incident resolution for non-critical issues
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: P1: high: One or more services are not available or unusable, significant loss or degradation of services. P2: Moderate: Service is available and usable, but with degradation of services but work and reasonably continue. P3: Minimum: Limited or no significant service impact, substantially functioning with minor impact.
Support available to third parties: No

Onboarding and offboarding

Getting started: Bechtle can support with Microsoft 365 readiness, there is also a wealth of support online, please refer to: https://technet.microsoft.com/en-us/office/dn788774.aspx
Service documentation: Yes
Documentation formats: HTML
End-of-contract data extraction: It is very easy to extract your data, please click on the below link and you will be taken to Microsoft "Export Data" instructions where you will be able to view image guidance and notes to assist you in your export of data.

Please refer to: https://learn.microsoft.com/en-us/microsoft-365/test-base/export-your-data?view=o365-worldwide
End-of-contract process: Cost includes cost of Microsoft 365 Business per user per month subscription. If this is not required to renew, costs will cease as per contract terms.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

Linux or Unix

MacOS

Windows

Windows Phone
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: The service is optimised for mobile, desktop and tablet use and there are differences. Core functionality is available across all platforms. See https://support.office.com/en-us/article/Office-Online-browser-support-AD1303E0-A318-47AA-B409-D3A5EB44E452
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Please refer to: https://products.office.com/en-gb/business/office-365-administration
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: For users with disabilities we have the Disability Answer Desk (DAD), and for enterprise customers with accessibility questions or accessibility related compliance questions we have the enterprise Disability Answer Desk (eDAD). See https://www.microsoft.com/en-us/accessibility/
API: Yes
What users can and can't do using the API: The full API details are available online at dev.office.com
API documentation: Yes
API documentation formats: HTML
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Please refer to: https://technet.microsoft.com/en-us/office/dn788774.aspx

Scaling

Independence of resources: Microsoft state that scaling is not an issue as it is highly scalable. For further information please refer to: https://www.microsoft.com/en-us/microsoft-365/blog/2013/08/08/cloud-services-you-can-trust-office-365-availability/

Analytics

Service usage metrics: Yes
Metrics types: Please refer to: https://learn.microsoft.com/en-gb/microsoft-365/admin/activity-reports/activity-reports?view=o365-worldwide&redirectSourcePath=%252fen-us%252farticle%252fActivity-Reports-in-the-Office-365-admin-center-0d6dfb17-8582-4172-a9a9-aed798150263
Reporting types: API access

Real-time dashboards

Resellers

Supplier type: Reseller (no extras)
Organisation whose services are being resold: Microsoft

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Developed Vetting (DV)

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 3.0)
Penetration testing frequency: At least once a year
Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest: Physical access control, complying with CSA CCM v3.0

Physical access control, complying with SSAE-16 / ISAE 3402

Encryption of all physical media

Other
Other data at rest protection approach: For data at.rest, deploys BitLocker on servers holding all messaging data content stored in SharePointOnline and OneDrive. BitLocker-volume encryption addresses threats of data theft or exposure from lost,stolen,or inappropriately decommissioned computers-disks.We use file-level-encryption.Meeting participants are encrypted by AESencryption.OneDrive-SharePoint use file-level encryption to encrypt data at rest. Office delivers a unique encryption key,every file stored is encrypted with its own key.Files are distributed across multiple Storage containers with separate credentials,rather than storing them in a single database.Spreading encrypted files across storage locations,encrypting the map of file locations itself,and physically separating master encryption keys from both content and the file map.
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: Please refer to Microsoft guide: https://learn.microsoft.com/en-us/microsoft-copilot-studio/personal-data-export
Data export formats: CSV
Data import formats: Other
Other data import formats: PDF

GIF

HTML

ASPX

Data-in-transit protection

Data protection between buyer and supplier networks: Other
Other protection between networks: Please refer to: https:https://learn.microsoft.com/en-us/microsoft-365/solutions/data-privacy-protection?view=o365-worldwide
Data protection within supplier network: Other
Other protection within supplier network: Please refer to: https://learn.microsoft.com/en-us/microsoft-365/solutions/data-privacy-protection?view=o365-worldwide

Availability and resilience

Guaranteed availability: Please refer to: https://www.microsoft.com/en-us/microsoft-365/blog/2013/08/08/cloud-services-you-can-trust-office-365-availability/
Approach to resilience: Please refer to: https://learn.microsoft.com/en-us/compliance/assurance/assurance-data-resiliency-overview
Outage reporting: Via the service status portal:
https://status.cloud.microsoft/ https://learn.microsoft.com/en-us/office365/servicedescriptions/office-365-platform-service-description/service-health-and-continuity

Identity and authentication

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

Identity federation with existing provider (for example Google Apps)

Username or password

Other
Other user authentication: Other user authentication With the exception of internet sites for anonymous access created with SharePoint Online, users must be authenticated when accessing Office 365 services. Modern authentication brings Active Directory Authentication Library (ADAL)-based sign-in to Office client apps across platforms. Cloud identity authentication. Federated identity authentication. Security Token Services available. Office 365 uses forms-based authentication, and authentication traffic over the network is always encrypted with TLS/SSL using port 443
Access restrictions in management interfaces and support channels: Interfaces and support channels "Office 365 comes with a set of administrator roles that you can assign to users in your organization. Each admin role maps to common business functions, and gives those people permissions to do specific tasks the Office 365 admin centre.

Please refer to:
https://support.office.com/en-gb/article/About-Office-365-admin-roles-da585eea-f576-4f55-a1e0-87090b6aaa9d?ui=en-US&rs=en-GB&ad=GB https://support.office.com/en-gb/article/Assign-admin-roles-in-Office-365-eac4d046-1afd-4f1a-85fc-8219c79e1504?ui=en-US&rs=en-GB&ad=GB"
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

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: User-defined
Access to supplier activity audit information: Users receive audit information on a regular basis
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: BSI
ISO/IEC 27001 accreditation date: 07/03/2023
What the ISO/IEC 27001 doesn’t cover: Please refer to:
https://privacy.microsoft.com/en-gb/privacystatement
https://www.microsoft.com/en-us/eu-declarations-compliance
https://www.microsoft.com/en-us/legal/terms-of-use
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 26/02/2024
CSA STAR certification level: Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover: Please refer to:
https://learn.microsoft.com/en-us/azure/compliance/offerings/offering-csa-star-certification
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: FIPS 140-2, FEDRAMP, SOC 1, SOC 2

ISO 27001, ISO 27018

EU-U.S. Privacy Shield, Cyber Essentials Plus

NIST 800-171, HIPAA/HITECH. ISB 1596

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: The Microsoft Cloud Security Policy is available via the Service Trust Platform aka.ms/stp

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: They are consistent with established regulatory guidelines including ISO 27001,SOC 1/SOC 2,NIST 800-53. OSA a framework that incorporates the knowledge gained through a variety of capabilities that are unique to Microsoft.OSA combines this knowledge with the experience of running thousands of servers in datacenters around the world.OSA minimizes risk by ensuring that ongoing operational activities follow rigorous security guidelines and by validating that guidelines are being followed effectively. • Ensuring OSA inputs are up-to-date and relevant. • Developing and applying centralized review processes to consolidate requirements to establish the OSA baseline requirements. • Engaging and implementing new requirements and baselines.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: N support of the Information Security Policy,Office runs multiple layers of antivirus software to ensure protection from common malicious software.Servers within the environment run anti-virus-software that scans files uploaded and downloaded for viruses.All mails coming into the service run through the ExchangeOnlineProtection engine,which uses multiple antivirus and antispam engines to capture known and new threats against the system.Microsoft has its own Security Response Center.Office implements technologies to routinely scan the environment for vulnerabilities. Additionally,365 contracts with external penetration testers.Identified vulnerabilities are tracked,verified for remediation.Regular vulnerability and penetration assessments are performed to identify vulnerabilities.MSRC regularly monitors external security vulnerability awareness sites.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Office 365 employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacenter edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause. Proactive monitoring continuously measures the performance of key subsystems of the Office 365 services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.
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: Please refer to:
https://learn.microsoft.com/en-us/compliance/assurance/assurance-incident-management

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: No

Social Value

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

Fighting climate change

The Directors have considered the importance of climate change and working towards Microsoft's strategy for a sustainable future which focuses on climate, ecosystems, water, and waste. On climate, this includes a commitment to becoming carbon negative by 2030, shifting to 100% renewable energy by 2025 and investing
in new technologies and innovative sustainability solutions

Covid-19 recovery

Many organisations have had to change their operating models and ways of working following the COVID-19 pandemic. IT also became clear to a number of our customers that their infrastructure that supported old ways of working, no longer supported new hybrid or remote working models. Through a thorough infrastructure review we can not only advise our customer on what best suits their current operating models but we can also help them to be future-ready. We can help them improve productivity, utilisation and adoption, getting maximum productivity out of their investment, whilst saving costs and limiting environmental impact through cloud/ hybrid adoption.

Tackling economic inequality

Expand Opportunity: Microsoft believes economic growth and opportunity must reach every person, organization, community, and country. This starts with ensuring everyone has the skills to thrive in a digital, AI-enabled economy, and extends to empowering nonprofits, entrepreneurs, and other organizations to digitally transform and address society’s biggest challenges1. https://www.microsoft.com/en-us/corporate-responsibility

Equal opportunity

Supporting everything Microsoft do and stand for, Please refer to:
https://www.microsoft.com/en-gb/about/societal-impact/
https://www.microsoft.com/en-gb/about/regulatory-reporting/

Wellbeing

Supporting everything Microsoft do and stand for, Please refer to:
https://www.microsoft.com/en-gb/about/societal-impact/

Pricing

Price: £4.35 a unit a month
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: 30 day trial

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

Microsoft 365 Business

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