G-Cloud Service Description. Atos Microsoft Dynamics CRM on Demand

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1 G-Cloud Service Description Atos Microsoft Dynamics CRM on Demand February 2013

2 Atos, the Atos logo, Atos Consulting, Atos Worldline, Atos Sphere, Atos Cloud, Atos Healthcare (in the UK) and Atos WorldGrid are registered trademarks of Atos SA. June Atos Page ii February 2013

3 Contents 1. Introduction Service summary Supporting webpages Terms & Conditions 2 2. Pricing Termination terms 3 3. Service levels 4 4. Service constraints and additional requirements 5 5. On-boarding and Off-boarding 6 6. Backup/Restore and Disaster Recovery 7 7. Service management 8 8. Technical requirements 9 9. Information assurance Data restoration / service migration Consumer responsibilities Training Ordering and invoicing process Financial recompense 15 Page iii February 2013

4 1. Introduction 1.1 Service summary Atos is pleased to offer Microsoft Dynamics CRM (Customer Relationship Management) as a SaaS offering. Please note: This is not the same as Microsoft's own On Demand cloud hosting. The Atos hosted offering is built with more functionality to higher service level agreements based on the Microsoft Dynamics On Premise offering. Licenses would be purchased through Microsoft and use the Microsoft Services Provider License Agreement (SPLA) program. Presently Atos host in Germany (IL2) but this could be deployed in the UK on request (possible IL3 & IL4). Microsoft Dynamics CRM is a CRM solution that provides the tools and capabilities needed to create and maintain a clear picture of customers, from first contact through to purchase and post sale. With sales, marketing and customer service modules, Microsoft Dynamics CRM delivers a fast, flexible and affordable solution that enables closer relationships with customers and helps you achieve new levels of profitability. Microsoft's excellent CRM tool integrates perfectly with MS Outlook & Office. It automates the sales process, lead management & marketing. It also provides collaboration, analytics and integration. The Atos hosting offers many more customisable features including access to more security features e.g. field level security. Atos are a Microsoft partner and offer extra cloud services in addition to the basic offering. These fully supported services include: Cloud transition & migration, integration, project management, training, on going support. Please ask about these when purchasing. CRM on Demand_sales-story Supporting webpages Atos cloud offerings are supported by the following webpages: UK Government G-Cloud specific. Page 1

5 Terms & Conditions In addition to the standard Atos terms and conditions Microsoft s will be based on Microsoft SPLA (Microsoft Services Provider License Agreement). Microsoft s hosted solution (which is not as comprehensive as the Atos service) uses these conditions which are different to the Atos hosted conditions (which may offer higher service levels). https://signin.crm.dynamics.com/portal/static/1033/tos.htm Page 2

6 2. Pricing This section describes the pricing, including unit prices, volume discounts (if any), data extraction etc.) Indicative pricing at 45 per user per month. Please contact us to agree the exact requirement scope. 2.1 Termination terms This section details any terms which will be applicable in event of termination of service, either by consumers (i.e. consumption of the service), or by the Supplier (in event of the removal of the G-Cloud Service). Please refer directly to Atos standard Terms and conditions. Page 3

7 3. Service levels This section describes the Service Levels applicable (e.g. performance, availability, support hours, severity definitions etc.) Please refer directly to Atos standard Terms and conditions. However in some instances this could be varied. Please contact us to agree the exact requirement scope. Page 4

8 4. Service constraints and additional requirements This section identifies any constrains placed upon the service, such as maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc. Plus where any additional service requirements would be stated i.e service wraps/ additional hardware purchase not covered within this offering direct Not Applicable Page 5

9 5. On-boarding and Off-boarding This section describes the scope service for on-boarding and off-boarding services provided, describing the processes involved and respective responsibilities. Not Applicable Page 6

10 6. Backup/Restore and Disaster Recovery This section details the level of backup/restore and disaster recovery that will be provided. Not Applicable Page 7

11 7. Service management This section describes the service management wrapper which is provided with the service offering. i.e user support desks, incident mgt etc Page 8

12 8. Technical requirements This section describes any service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc. Not Applicable Page 9

13 9. Information assurance This section details the Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information. Page 10

14 10. Data restoration / service migration Page 11

15 11. Consumer responsibilities This section defines any responsibilities which will apply to the consumer of the service. Page 12

16 12. Training This section defines any Training services offered in association with or as part of the service offering. Page 13

17 13. Ordering and invoicing process This section describes the ordering and invoicing processes for customers wishing to take up the service offering. To order this service please visit our website contact the named individual associated with this offering to discuss your specific requirements further. Page 14

18 14. Financial recompense This section defines any financial recompense model which will be applied for not meeting service levels. Page 15

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