TRUSTACK LIMITED

KnowBe4

KnowBe4 is the world's largest security awareness training and simulated phishing platform. It helps organisations reduce human risk through engaging training modules, realistic phishing simulations, user risk scoring, compliance management, and analytics dashboards to build a security-aware culture.

Features

• Security awareness training with 1000+ modules
• Unlimited simulated phishing tests with 25,000+ templates
• User risk scoring and Phish-prone Percentage tracking
• Compliance training (GDPR, HIPAA, PCI, SOC 2)
• Policy and compliance management
• Phish Alert Button for email reporting
• Active Directory and SSO integration
• Enterprise-strength reporting and analytics
• SecurityCoach real-time user coaching
• PhishER email triage and response

Benefits

• Reduces human risk - the #1 cause of cyber incidents
• Measurable reduction in phishing susceptibility
• Builds organisation-wide security culture
• Supports regulatory compliance requirements
• Data-driven insights with user risk scoring
• Gamified, engaging training content
• Scales from SMBs to global enterprises
• Integrates with existing IT infrastructure
• Dedicated Customer Success Manager included
• Trusted by 70,000+ organisations worldwide

• 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 phil.cambers@trustack.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

378041183427201

Contact

Phil Cambers
07507771754
phil.cambers@trustack.co.uk

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
  • Advanced and predictive analytics
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Email server whitelisting required for phishing simulations to bypass email security solutions. API access included only with Platinum and Diamond subscription levels. Minimum contract term of 1 year. Some sub-processors may process limited data subsets in the United States.
• System requirements:
  • Modern web browser (Edge, Chrome, Firefox, Safari, Opera, IE11)
  • Internet connectivity
  • Email system access for user provisioning
  • Whitelisting of KnowBe4 servers for phishing tests

User support

• Email or online ticketing support: Yes
• Support response times: 4-hour response time during UK business hours (9am-5pm Monday to Friday). Support requests logged via email or ticketing system and acknowledged within response window. Priority escalation available for critical issues.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: Support tailored to customer requirements. Each customer assigned a dedicated Customer Success Manager as primary point of contact for onboarding, implementation guidance, and ongoing account management. Monthly customer service engineer calls included to review progress and optimise platform usage.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Comprehensive digital onboarding process including administrator training, monthly customer service engineer calls, getting started documentation, and local UK-based support. Dedicated Customer Success Manager assigned to guide implementation. Learner Experience (LX) includes guided tour for end users. Knowledge Base provides documentation, video tutorials, and training resources. Very little configuration required - upload user email addresses and whitelist servers to begin.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Data downloadable via CSV export and API extraction for user activity reports. Customer Success Manager assists with offboarding documentation requirements. Remaining data securely destroyed on customer request with certificate of destruction available from Security Operations Centre.
• End-of-contract process: Minimum 1-year contracts. At contract end, customers can request data deletion. Accounts and associated data permanently deleted after termination and 18 months of account inactivity. Backups stored for 1 year, audit trails for 3 years. Manual deletion requests processed within one month. Certificate of destruction available on request. Data extraction and offboarding support included in contract price with no additional cost.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Available on request

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service is fully responsive and accessible via mobile browsers. End users can complete training modules on mobile devices. Administrative functions are optimised for desktop use but accessible on mobile. No dedicated mobile app required.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: EST APIs allow pulling phishing, training, user, and group data from the KnowBe4 console. Data returned in JSON format. Users can automate user provisioning, retrieve campaign results, export training completion data, integrate with SIEM solutions, and sync with HR systems. API access included with Platinum and Diamond subscription levels only. Full documentation at developer.knowbe4.com.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Can buyers customise your service?; Yes; How can users customise your service?; Extensive customisation available: company logo branding on platform, training pages, landing pages, and Security Tips newsletters. Over 25,000 phishing templates can be customised or new templates created. Training curricula can be tailored to organisational needs or risk profile. Custom training content can be added. Security Roles feature allows granular permission configuration. Colour themes adjustable for company branding.

Scaling

• Independence of resources: Multi-tenant SaaS architecture hosted on AWS and Microsoft Azure with automatic scaling to handle demand fluctuations. Resources dynamically allocated to maintain consistent performance across all customers. Infrastructure designed for enterprise-scale deployment supporting 70,000+ organisations globally. 99.9% uptime guarantee ensures service availability regardless of platform-wide demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Comprehensive analytics dashboards showing user risk scores, Phish-prone Percentage, training completion rates, phishing simulation results, campaign performance, and compliance status. Executive reports available for management visibility.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: KnowBe4

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

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 SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Data exported via CSV downloads from console pages with Export CSV button. Reports available in PDF format. API extraction available for Platinum and Diamond subscriptions. Phishing, training, user, and group data accessible via REST API in JSON format.
• Data export formats: CSV
• Data import formats: CSV

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: 99.9% uptime guarantee. Service level agreements define availability targets with service credits available if guaranteed levels are not met. Real-time status monitoring via status page. Automation built into architecture for system monitoring, updates, and corrective actions with no downtime.
• Approach to resilience: Multi-region deployment across AWS and Microsoft Azure with automatic failover capabilities. European Union data centres include Dublin (primary) and Frankfurt (failover). Database backups retained for 1 year with regular backup testing. Infrastructure designed for high availability with redundant systems and load balancing. Disaster recovery procedures documented and tested. Further technical details available on request.
• Outage reporting: Public status page provides real-time service availability information. Email notifications sent to administrators for planned maintenance and service incidents. In-platform alerts for any service disruptions. Trustack provides additional communication for UK customers regarding significant incidents affecting service availability.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces require multi-factor authentication and role-based access controls with least-privilege principles. Administrative access is restricted to authorized personnel with all actions logged.; Support access implements tiered permissions aligned to staff responsibilities. Privileged operations require additional authentication and manager approval.; Administrative sessions have timeout controls. Remote access uses encrypted connections with IP restrictions.; Access rights are reviewed quarterly with immediate revocation upon role changes. All access attempts are monitored and retained for audit.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: 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
• Information security policies and processes: KnowBe4 maintains comprehensive information security policies aligned with ISO/IEC 27001:2022, SOC 2 Type 2, and FedRAMP Moderate requirements. Security governance includes dedicated Security Operations Centre with defined reporting structure to executive leadership. Policies cover access control, data protection, incident response, change management, and business continuity.
• 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: All service components are tracked through ServiceNow CMDB, maintaining versioning, dependencies, and ownership records across the platform lifecycle.; Changes follow a structured RFC process with mandatory security impact assessments before implementation. Our Change Advisory Board evaluates all modifications against security controls, reviewing potential impacts to data protection, access controls, and service availability.; All changes undergo pre-production testing in isolated environments, with security validation confirming no introduction of vulnerabilities. Emergency changes follow expedited procedures whilst maintaining security review requirements.; Configuration baselines are maintained with automated compliance monitoring, ensuring deviations trigger immediate review and remediation where required.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Potential threats are assessed through continuous vulnerability scanning using automated tools, penetration testing, and threat intelligence analysis. All identified vulnerabilities are risk-rated using CVSS scoring.; Critical security patches are deployed within 24 hours of vendor release following emergency change procedures. High-priority patches deploy within 7 days, medium within 30 days.; Threat intelligence sources include vendor security advisories, CISA alerts, NCSC guidance, CVE databases, and industry-specific threat feeds. Our security team monitors these continuously.; Patch deployment follows automated processes for non-breaking changes, with rollback capabilities maintained. All patches undergo pre-production validation before production deployment to ensure service stability.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Potential compromises are identified through 24/7 SIEM monitoring, intrusion detection systems, automated anomaly detection, and real-time log analysis with security event correlation.; Upon detection, our incident response team immediately contains affected systems, preserves forensic evidence, and initiates documented investigation procedures.; Critical incidents receive response within 15 minutes. High-priority incidents within 1 hour, medium within 4 hours.; All incidents are tracked with defined escalation procedures. Post-incident reviews identify root causes and implement preventative measures. Customers are notified per contractual and regulatory requirements.
• 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: Pre-defined processes and playbooks exist for common incident types including security breaches, service outages, data incidents, and performance degradation, ensuring consistent response procedures.; Users report incidents through multiple channels: dedicated support portal, email, telephone hotline (24/7), and in-platform notification systems. All incidents are logged and tracked with unique reference numbers.; Incident reports are provided via customer portal with real-time status updates. Major incidents include initial notification, progress updates, and post-incident reports detailing root cause analysis, impact assessment, and remediation actions. Reports follow agreed SLA timeframes and communication protocols.
• 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: 0.5%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 1.5%
• Between £1,000,001 and £2,500,000: 2%
• Between £2,500,001 and £5,000,000: 2.5%
• Over £5,000,001: 3%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Approachable Certification
• ISO/IEC 27001 accreditation date: Monday 23 December 2024
• What the ISO/IEC 27001 doesn’t cover: This scope covers information security within TruStack Ltd.’s internal operations. It includes systems and software owned and managed by TruStack, as well as third-party SaaS used for internal business purposes. The scope encompasses:; ; Cyber security for the protection of internal systems and data; ; Cloud hosting and supporting infrastructure used internally; ; Internal disaster recovery and business continuity measures; ; Secure management of digital connectivity and unified communications; ; All of the above is delivered in accordance with the Statement of Applicability v3.0.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 8911d5dd-7bfd-4ad7-861a-fe0aed683b52
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Df751add-d7c7-4492-9598-01594dfd7122
• 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
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits 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 employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of 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 phil.cambers@trustack.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.