ITHINK 365 LIMITED

Microsoft 365 Custom Development & Integration

iThink 365’s Microsoft 365 Custom Development & Integration service provides a cloud‑based platform for creating, running and managing custom applications, workflows and system integrations within Microsoft 365. The service enables secure, scalable solutions that extend Microsoft 365 capabilities using Power Platform and native cloud components.

Features

• Configure reusable integration components across Microsoft 365 services.
• Connect to third‑party systems using secure connectors and APIs.
• Surface integrated data within Teams tabs and SharePoint pages.
• Run automated workflows across Microsoft 365 and connected systems.
• Apply role‑based access controls using Microsoft Entra ID.
• Monitor integration health with logs, alerts and error handling.
• Manage environment configuration across development, test and production.
• Support data mapping and transformation within integration processes
• Use standard Microsoft 365 governance and audit capabilities.

Benefits

• Embed business data in Microsoft 365 for faster user access.
• Reduce manual effort by automating cross‑system processes.
• Improve consistency by reusing standard integration components.
• Improve reliability using monitoring, alerting and error handling.
• Increase productivity through embedded system experiences
• Speed up change delivery using controlled environments and configuration.
• Enable faster decision‑making using connected business data
• Support secure access through role‑based permissions
• Reduce data duplication by connecting systems through governed integrations.

• Education pricing 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 sales@ithink365.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

975889757134966

Contact

Simon Doy
+447766542957
sales@ithink365.co.uk

About your service

• Service categories:

  Applications

  Content workflow and management

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The service is dependent on Microsoft 365 and SharePoint Online availability, licensing and user permissions. Feature availability may vary by Microsoft release cycles. Planned maintenance is managed by Microsoft and scheduled outside business hours where possible, with advance notice provided.
• System requirements:
  • Active Microsoft 365 subscription with SharePoint Online
  • Supported web browser: latest Edge, Chrome, or Firefox versions.
  • Stable internet connectivity
  • Microsoft Entra ID for identity and secure authentication
  • Access to Microsoft Teams (desktop or web) for collaboration features
  • Appropriate SharePoint permissions for content management
  • Compliance with Microsoft security and data protection standards.
  • Modern desktop OS (Windows 11+ or macOS) recommended

User support

• Email or online ticketing support: Yes
• Support response times: Response times: Business hours (Monday–Friday, 09:00–17:00): initial response within 4 hours. Out-of-hours, weekends and public holidays: initial response within 24 hours. Critical issues are prioritised and escalated immediately where necessary.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: IThink 365 offers three Microsoft 365 support packages — Gold, Silver and Bronze — each designed to suit different business needs.; Gold Support: 4‑hour response time, 16 hours of support per month, and four quarterly review and recommendation sessions. Ideal for organisations needing rapid, proactive support and regular strategic guidance.; Silver Support: 8‑hour response time, 10 hours of support per month, and two half‑yearly review sessions. A balanced option combining responsive support with periodic expert reviews.; Bronze Support: 8‑hour response time, 6 hours of support per month, and one annual review session. A cost‑effective choice for businesses seeking essential support and yearly strategic input.; All packages include access to Microsoft 365 specialists, flexible monthly or annual payment options, and a three‑month rolling contract. Review sessions provide tailored insights, the latest Microsoft 365 updates, and practical recommendations to help organisations stay competitive and get the most from their Microsoft 365 investment.; Prices are available on request and depend on organisation size.; All support is delivered by trained staff experienced in Microsoft 365.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide structured onboarding for integration projects. This includes discovery and scoping, environment and access setup, connector configuration, security and permissions alignment, and workflow design. We deliver administrator and stakeholder sessions, step‑by‑step documentation, and change guidance. Optional virtual or on‑site workshops support testing, rollout planning and handover to operational teams.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All customer data remains within the Microsoft 365 tenant and connected systems. When the contract ends, users export configurations, solutions and data using standard Microsoft 365 and source‑system tools (e.g., SharePoint/Teams exports, solution packages, CSV/Excel, or supported APIs). iThink 365 provides guidance to ensure secure, compliant extraction. No proprietary data is stored outside the customer environment.
• End-of-contract process: All data and configuration remain within your Microsoft 365 tenant and connected systems. iThink 365 removes access, provides a handover session and supplies configuration documentation/summary within the contract price. Optional extended offboarding or hands‑on extraction support is available at additional cost. This ensures a smooth, secure transition aligned with governance requirements.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Integrated business system views are accessible on mobile through Microsoft Teams and SharePoint mobile apps. Core access, viewing and interaction are available on mobile, while configuration, administration and advanced integration management are typically accessed via desktop.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service is accessed through a web‑based interface using Microsoft SharePoint Online and Microsoft Teams. Users access integrated business system views, documents and workflows through standard Microsoft 365 web and mobile apps. No software installation is required. Access is authenticated via Microsoft Entra ID, with permissions managed through Microsoft 365 and SharePoint security controls.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The service uses standard Microsoft 365 interfaces including SharePoint and Teams, which are designed and tested by Microsoft to support assistive technologies such as screen readers, keyboard navigation and high‑contrast modes. Accessibility is validated through Microsoft’s compliance with WCAG standards. Integrated system pages, content and documentation are created following accessible design and formatting guidance to support users of assistive technology.
• API: Yes
• What users can and can't do using the API: Users can connect the service to Microsoft 365 and other systems using standard Microsoft APIs, including Microsoft Graph, SharePoint REST APIs and approved third‑party connectors. They can configure integration permissions through Microsoft Entra ID, manage data access scopes and enable secure data flow between systems. ; Users cannot modify the underlying platform, bypass Microsoft 365 security controls or access data they do not already have permission to view. API usage is subject to Microsoft throttling limits and service availability. No proprietary or custom API outside the Microsoft ecosystem is required.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise the service by defining which business systems are integrated with Microsoft Teams and SharePoint, how data is surfaced, and how workflows and interactions are presented to users. Customisation is performed through configuration of connectors, embedded interfaces, permissions, and workflow logic within Microsoft 365 by authorised customer administrators and system owners.

Scaling

• Independence of resources: Our service runs entirely within Microsoft’s cloud infrastructure, which is designed for multi-tenant scalability and high availability. Microsoft 365 and Power Platform services use elastic scaling and load balancing to ensure consistent performance regardless of demand. Each customer’s data and configuration remain isolated within their own tenant, so usage spikes from other organisations do not impact your environment. Microsoft’s global datacentres provide geo-redundancy and automated failover, and service-level agreements (SLAs) guarantee uptime and responsiveness. Continuous monitoring and proactive resource management further ensure that performance remains stable under varying workloads.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide integration usage and operational visibility through built‑in platform dashboards and logs within Microsoft 365. Metrics include workflow execution activity, integration success and failure rates, and usage of embedded system experiences within Teams and SharePoint. Administrators can review integration performance, identify issues, and assess governance and permission alignment to support optimisation and reliable cross‑system operation.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• 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
• 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: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: Data at rest is protected using Microsoft 365’s built-in encryption (AES-256) across all storage media. Tenant data is logically segregated, with strict access controls, secure key management, and redundancy across data centres. Physical access is restricted and monitored by Microsoft, ensuring resilience and compliance with public sector security standards.
• 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 importing and exporting

• Data export approach: All customer data remains within the Microsoft 365 tenant, ensuring full ownership and control. Users can export content using standard Microsoft 365 tools such as built‑in export functions in Word, Excel, Outlook, SharePoint, and Teams, or via Microsoft Graph API for advanced scenarios. Configuration settings, reports, and documentation produced during enablement activities can also be exported or stored within the customer’s tenant. No proprietary data is held outside the Microsoft 365 environment, and no additional tools or charges are required for export. iThink 365 provides guidance to ensure data extraction is secure and compliant with organisational policies.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Excel
  • JSON

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: Other
• Other protection within supplier network: Data within the service network is protected using Microsoft 365’s built‑in security controls, including encryption at rest (AES‑256), tenant isolation, access controls, and secure authentication. Customer data within Microsoft 365 is logically segregated per tenant, ensuring confidentiality, integrity, and protection against unauthorised access.

Availability and resilience

• Guaranteed availability: The service is delivered as a cloud‑hosted SaaS solution with Microsoft’s guaranteed availability of 99.9% for Microsoft 365 services, including SharePoint Online and Microsoft Teams. Microsoft ensures availability through redundancy, automated failover and proactive maintenance. Planned maintenance is scheduled with advance notice where possible. iThink 365 relies on Microsoft’s platform SLAs and does not provide a separate uptime guarantee.
• Approach to resilience: The service is built on Microsoft 365 and Azure, which provide enterprise‑grade resilience through redundant architecture, geo‑paired regions and automated failover. Continuous monitoring and proactive maintenance minimise disruption. Tenant isolation ensures other organisations’ usage does not impact performance. Datacentre architecture and failover details are available from Microsoft on request.
• Outage reporting: The service reports outages through multiple channels to ensure users are informed promptly. Public dashboard: Displays current service status, including any outages or planned maintenance, accessible via the web. Email alerts: Registered users receive notifications for service disruptions, maintenance windows, and incident resolutions. API: Available for integration with organisational monitoring tools, providing real‑time status updates programmatically. Incident reports include start and end times, affected components, and any mitigation steps taken. Users can monitor service health proactively and plan work around any disruptions. Post‑incident summaries are provided to support review, auditing, and compliance requirements.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted through Microsoft’s security framework and our governance model. Administrative access uses Microsoft Entra ID with MFA and role‑based permissions. Only authorised administrators can manage integration configurations, Microsoft 365 security settings, and governance controls across Teams and SharePoint. Privileged operations are logged and monitored through Microsoft 365 audit logs. Support channels require authenticated accounts, and iThink 365 access is granted only when needed for support and removed immediately after engagement. This ensures all management and support interactions remain secure, auditable, and compliant with organisational policies.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: The service follows Microsoft 365’s comprehensive information security policies and processes, aligned with ISO 27001 and public sector security standards. These cover access control, data protection, incident management, change management, and monitoring. Reporting structure: Security responsibilities are defined across organisational and technical teams. A designated Security Officer oversees compliance, reporting directly to senior management. All incidents are logged, escalated, and reviewed according to severity, with documented mitigation steps. Policy enforcement: Access is controlled using role-based permissions and multi-factor authentication. Users are required to follow security best practices, while administrative and operational activity is monitored through audit logs. Regular training ensures staff understand and adhere to policies. Security reviews, internal audits, and automated monitoring help maintain compliance. Incident response: Any suspected breaches trigger immediate investigation and reporting, following a formal escalation process. Lessons learned are applied to update policies, configurations, and controls. This structured approach ensures that the service maintains data confidentiality, integrity, and availability, while providing public sector organisations with clear visibility of security governance and adherence to recognised standards.
• 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: The service follows formal configuration and change management processes aligned with recognised standards (CSA CCM v4.0, SSAE-18/ISAE 3402). All components, including workflows, APIs, integrations, and infrastructure, are tracked through their lifecycle with version control and documented histories. Proposed changes are assessed for security and operational impact, tested in a controlled environment, and approved by authorised personnel. Audit logs and monitoring tools track all changes, ensuring compliance and transparency. This approach maintains service stability, security, and reliability, allowing updates, enhancements, and patches to be deployed safely while providing public sector organisations with a fully auditable and controlled change process.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: The service follows a structured vulnerability management process aligned with recognised standards (CSA CCM v4.0, SSAE-18/ISAE 3402). Potential threats are assessed through automated scans, internal security reviews, and threat intelligence from Microsoft Security, CERT-UK, and other recognised sources. Risks are prioritised by severity and impact on workflows, data, and integrations. Security patches are tested in a controlled environment and deployed promptly, with critical vulnerabilities addressed as quickly as possible. Continuous monitoring and audit logs ensure emerging threats are identified and remediated, maintaining service security, operational continuity, and compliance for public sector organisations.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Identifying compromises: Continuous monitoring of workflows, APIs, system logs, and network activity detects anomalies, suspicious behaviour, or potential security breaches. Automated alerts and threat intelligence feeds from Microsoft Security and CERT-UK support rapid identification of risks. Responding to incidents: Once a potential compromise is detected, incidents are escalated according to severity. Investigation and containment measures are initiated immediately, including isolating affected components and applying mitigation steps. Response time: Critical incidents are addressed as quickly as possible, with formal incident reporting and post-incident review. Lessons learned inform updates to security controls and procedures.
• 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: The service has defined incident management processes aligned with recognised standards. Pre-defined procedures cover common events, including service outages, security breaches, and workflow failures. Users report incidents via email or the online ticketing portal, with prioritisation based on severity. Incidents are logged, investigated, and escalated as needed, with containment and mitigation measures applied promptly. Users receive updates throughout the resolution process, including incident summaries and post-incident reports detailing causes, actions taken, and lessons learned. Continuous review ensures procedures are improved over time, maintaining operational continuity, transparency, and compliance while protecting public sector data and service reliability.
• 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: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 3%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 7%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 7fef7a63-50ed-4e98-977d-05b042f40efb
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: No

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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • 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
    • Understanding of in-work progression issues affecting 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 support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • 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.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • 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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • 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
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • 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 employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • 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 sales@ithink365.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.