XEROX (UK) LIMITED

Xerox IT Solutions - Arctic Wolf - Managed Threat Detection & Response

Arctic Wolf delivers 24/7 advanced threat detection & active response as a concierge service via our Aurora open-XDR platform, powered by Alpha AI & expert SOC professionals. Eliminating alert fatigue using existing security tools (no SIEM/SOAR needed) - aligning your security operations journey to Cyber Essentials, NIST 2.0, CIS v8.

Features

• 24x7 security operations - Managed Threat Detection & Response
• Bring your own security tooling - endpoint, network, public/private cloud
• Unlimited log ingestion & processing for security telemetry
• Holistic visibility, active threat containment in endpoint, network, email, identity
• Alpha AI - in-house AI & ML detection engineering included
• Data modelling & searching, custom alerts, widgets, dashboards & reports
• Concierge Security Team (CST) - named security experts
• Cyber Resilience Assessment - NIST 2.0, CE, CIS v8 alignment
• Region-specific novel threat intelligence for advanced threats, STIX/TAXII feed available
• Security Operations Warranty - up to $3m financial assistance available

Benefits

• Holistic, broad visibility using your installed security technology tools
• Supports on-premises, edge/remote, private/public clouds, SaaS
• Time to production coverage in 30 days or less
• Includes SIEM, SOAR, reporting, resilience assessments, consultatitve guidence
• Concierge experience - named security experts improve your posture
• Arctic Wolf Labs - Detect, Respond, Contain emerging zero-day threats
• Powered by Arctic Wolf AlphaAI - AI and Machine Learning
• Reduced cost & time to value vs Managed SIEM solutions
• Powerful intuitive UI - reduce alert fatigue, remove false positives
• Align your organisation to NIST 2.0, Cyber Essentials, CIS v8.

• 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 uxb.bidteam@xerox.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

357910401480381

Contact

Steve Young
01895251133
uxb.bidteam@xerox.com

About your service

• Service categories:

  Systems Infrastructure Software

  Security

  • Security analytics
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: No
• System requirements:
  • Supported toolsets for monitoring (endpoint, network/firewall, identity, cloud providers)
  • Arctic Wolf agent & network sensors installed
  • API & Log Source access to be supported across tooling
  • Log sources should be independent for the buying org

User support

• Email or online ticketing support: Yes
• Support response times: SLOs offered to customers can be found in the MDR Product Description found at: https://be.docs.arcticwolf.com/bundle/supplemental_agreement_documentation/page/mdr_product_description.pdf; ; As of date of response, the following SLOs are offered 24x7x365 via ticket platform (email/website ticket):; Emergency outbound - triaged & true positive: 30 minute response after discovery; Non-Emergency outbound: 2 hour response after discovery ; ; Inbound Emergency Call in has an SLO of 5 minute response - 24x7x365
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: EN 301 549
• Web chat accessibility testing: Adheres to international WCAG 2.1 AA / EN 301 549 and conducting self assessments for accessibility standards.
• Onsite support: No
• Support levels: Arctic Wolf provides Concierge-focused support to all customers, regardless of size or spend. ; ; Our model includes full onboarding of the solution with our onboarding organisation, comprehensive 24x7 advanced threat detection & response from our customer SOC, proprietary threat intelligence & detection and response engineering from Arctic Wolf Labs, and proactive Security Posture Reviews & proprietary micro assessments of security enhancements within your organisation from your named Concierge Security Team (CST). Each customer is also aligned to a Customer Success Manager for account management, check ins and health checks.
• Support available to third parties: No
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Arctic Wolf offers a white glove installation service with Arctic Wolf Concierge Onboarding. It streamlines the deployment of the security operations solutions before the service begins. ; Every customer is assigned a Concierge Onboarding team that coordinates every step of the process–from gathering requirements, to portal access,
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At time of or immediately before expiration, Arctic Wolf can support a manual transfer of all retained raw log data using cloud object transfers, specifically Amazon Web Services S3 bucket transfer. The customer will be responsible for the target bucket and associated costs.
• End-of-contract process: After the customer has optionally extracted the data, we ensure data is rendered unreadable.
• 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: No
• Service interface: Yes
• User support accessibility: EN 301 549
• Description of service interface: Arctic Wolfs Unified Portal https://dashboard.arcticwolf.com/ , a cloud platform designed to provide visibility into an organization's security posture, manage security operations, and interact with Arctic Wolf Concierge Security Team. Support for RESTful API's.
• Accessibility standards: EN 301 549
• Accessibility testing: Adheres to international WCAG 2.1 AA / EN 301 549 and conducting self assessments for accessibility standards.
• API: Yes
• What users can and can't do using the API: RESTful API support, additional information available at https://docs.arcticwolf.com/bundle/Aurora-User-API-guide/page/RESTful_API.html
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Custom Detection and Analytics: Within the portal, users can create, save, and manage custom alert rules to monitor specific data points.; ; Tailored Reporting: The platform allows for the creation of customized dashboards and reports that meet specific compliance or organizational requirements.; ; Custom Alerting: Users can configure, edit, and manage custom alert rules to ensure high-priority security questions are answered.

Scaling

• Independence of resources: This is handled by the underlying public cloud our technology platform is architected within. Arctic Wolf is architected to be a multi-tenanted, highly scalable service for tens of thousands of customers. More information available on request.

Analytics

• Service usage metrics: Yes
• Metrics types: Our UI provides user access metrics, MTTT and solution SLO metrics are given as part of quarterly account reviews with the aligned Customer Success Manager
• Reporting types: Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: ARCTIC WOLF NETWORKS UK LTD

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• 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: AWS Data Center Physical Controls (inherited), AWS Data Encyption (configured), Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Customers are able to export data in a variety of ways - extracting raw log/vulnerability data via CSV, producing high-level and low-level reports via PDF, or generating presentation material for customer use.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF - reports
• Data import formats: Other
• Other data import formats:
  • Syslog
  • API

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: At this time and as a standard operating practice, we do not include specific availability SLOs in our solutions agreement.
• Approach to resilience: Handled by the underlying cloud provider (AWS). More information available on request.
• Outage reporting: Email alerts, reported in Arctic Wolf unified portal

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Other
• Other user authentication: See: https://docs.arcticwolf.com/bundle/m_federated_authentication/page/federated_authentication.html
• Access restrictions in management interfaces and support channels: Management interfaces are limited to AW personnel. Support Requests can only be placed by personnel authorized by the customer.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Other
• Description of management access authentication: Single Sign On, IdP connectivity & 2-Factor Phishing Resistant Authentication for all users

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 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: SOC2 Type II
• Information security policies and processes: Arctic Wolf maintains Information Security Policies, Standards and Procedures as part of our Information Security Management System (ISMS). which is implemented based on AICPA's Trust Services Principles and ISO 27001/27002 as well other leading industry frameworks.
• 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: AICPA's Trust Services Principles and ISO/IEC 27001 - Application and infrastructure related changes follow an established change management process.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Regular Vulnerability Assessments by internal and external parties and Annual Penetration Test by an independent third party. Findings are addressed in line with AW security policies and standards.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Arctic Wolf Managed Detection and Response services are used.
• 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: AICPA's Trust Services Principles (SOC2) and ISO/IEC 27001
• Post-quantum cryptography secure: Yes

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: 0.01%
• Between £250,000 and £500,000: 0.01%
• Between £500,001 and £1,000,000: 0.01%
• Between £1,000,001 and £2,500,000: 0.01%
• Between £2,500,001 and £5,000,000: 0.01%
• Over £5,000,001: 0.01%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Thursday 11 July 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Friday 15 March 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 0eab3d37-9204-413e-9c9c-bd6fd5e69c99
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Ce7299cc-729f-4f32-81fb-f3bc41540d66
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

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 uxb.bidteam@xerox.com. Tell them what format you need. It will help if you say what assistive technology you use.