PHOENIX SOFTWARE LIMITED

CyberArk Workforce Identity

CyberArk workforce Identity is an IDaaS solution that offers full featured identity lifecycle & access management; it includes adaptive MFA/SSO and unique extra controls such as a Password Manager, adaptive Workstation MFA, Secure Browser and Web session protection.

Features

• Identity lifecycle management: Provision users from HR to Active Directory.
• Virtual directory unifying AD, LDAP, Entra ID, Google, and more.
• Adaptive single sign-on for web applications.
• Adaptive MFA supporting mobile apps, FIDO, TOTP, and more.
• Passwordless authentication for secure user access.
• On-premise gateway for AD, LDAP, and local web applications.
• VPN-less access to web applications.
• Web session monitoring with continuous authentication and recording.
• Password management with secure secrets and file storage.
• Single unified access interface.

Benefits

• Automation of the user joiner, leaver, mover process
• Automation of user & access related processes
• Single Sign On to all web applications
• Single launchpad to access all corporate applications
• Safe storage of personal credentials in a shareable password vault
• Improved user protection from credential theft
• User behaviour analytics and response
• Attestation reporting
• Activity reporting and recording
• Access review

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 bids@phoenixs.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

548695930764980

Contact

Mark Pickersgill
01904 562200
bids@phoenixs.co.uk

About your service

• Service categories:

  Systems Infrastructure Software

  Security

  Identity and access management

  • Access
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The Service is only delivered as SaaS. To manage access of on-prem/private cloud applications and/or to connect to on-prem/private cloud directories (AD, LDAP), it includes a gateway to deploy in the on-prem/private cloud environment. The service includes browser plugins for password management and Session Recording. The Secure Browser is not mandatory but can be leveraged for higher security requirements.
• System requirements:
  • Windows 2016 server (or later), 8GB memory and 2CPU cores.
  • Browser plugins for password management and Session recording.

User support

• Email or online ticketing support: Yes
• Support response times: -2 hours for critical events,; -4 hours for serious events,; -6 hours for moderate events,; -12 hours for minor events.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: CyberArk offers multiple support tiers, including Standard Support and Premium (Maintenance Plus 24x7). Standard Support provides access to the CyberArk Knowledge Base, updates, and business-hours assistance. Premium Support delivers 24x7 global coverage, priority handling for critical issues, unlimited phone/email support, and access to all updates and point releases.; ; Technical Account Manager / Cloud Support Engineer; CyberArk provides access to Customer Success Managers and Cloud Support Engineers for enterprise customers. These roles deliver proactive guidance, onboarding, and technical troubleshooting for Privilege Cloud and hybrid deployments. Dedicated Technical Account Managers are available under advanced success plans or enterprise agreements.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: CyberArk provides detailed documentation on the CyberArk Docs site as well as video tutorial. CyberArk and it's partners can also provide Professional Services to new and existing customers for this purpose.; Online training and certifications are available.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Data is made available upon request.
• End-of-contract process: After a specified period of time the tenant and the data is holds it deleted from the cloud service. For legal reasons some information about the contact can be withheld for a longer period.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • ChromeOS
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The web interface is fully responsive as such it can be used on a mobile device, with all features enabled. In addition we deliver an optional mobile app that can be used for MFA and access to the user portal.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The solution is fully managed with a web interface. There is no other UI available.; The business users will make use of the web interface only.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The web interface has been developed and tested with full respect of standards, and as such shouldn't prevent usage of assistive technologies.
• API: Yes
• What users can and can't do using the API: The whole solution is build upon documented microservices. Any action that can be done via the web interface can be done via API calls. On top of this additional API's are available.; The solution comes with a runbook orchestration engine that offers a visual no-code interface to automate tasks based upon API calls.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisation options includes : ; - logos, colours, background images (i.e. the web interface can be made to fits a customer's visual identity),; - support links (help, contact us, about, etc...),; - email templates.

Scaling

• Independence of resources: The service has been designed to scale automatically. Plus the standard service installation can withstand several thousands requests per minutes.

Analytics

• Service usage metrics: Yes
• Metrics types: Active users, logins, failed logins, Application usage insights & activity monitoring including recording of web sessions.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: CyberArk

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • 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: Data Erasure

Data importing and exporting

• Data export approach: Except for privacy regulation purpose, the nature of the service doesn't require users to export their data.
• Data export formats: Other
• Other data export formats: N/A
• Data import formats: Other
• Other data import formats: Specific formats to import password from external password management tools

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)
  • Other
• Other protection within supplier network: CyberArk uses advanced encryption algorithms to protect data at rest and DLP to restrict data access to intended audience.

Availability and resilience

• Guaranteed availability: 99.99% Availability.; Service credit allocation in case of lower uptime : ; - Less than 99.99% but equal to or greater than 96% : 10% of annual Subscription Fees; - Less than 96% : 20% of annual Subscription Fees
• Approach to resilience: CyberArk Identity is architected to run on multiple Availability Zones which ensures redundancy within each region. Additionally, every region has designated DR region. In event of a catastrophic failure across all 3 Availability Zones, CyberArk will restore services to a designated DR site. Additionally, we also take frequent backups in al DR regions so that in the event of a failure we can restore the service gracefully.
• Outage reporting: Public dashboard, Email subscription to alerting, SMS subscription to alerting, Webhook call to automate response workflows.

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)
  • Username or password
  • Other
• Other user authentication: Integration with existing data stores such as AD & LDAP
• Access restrictions in management interfaces and support channels: Depends on configured policies. I.e. username+password (from a connected datastore such as AD, LDAP or any federated directory such as Entra, Google, etc) with 2nd factor enforcement if desired.; The 2nd factor to choose from is configurable by policy and can be with the use of the related mobile app, TOTP via email & SMS, Hardware integration like platform authenticators, FIDO keys or smartcards, QR-code, Biometrics and more.; The whole solution works in an adaptive way based on policies set and user behaviour. I.e. authentication requirements may be stricter or loosener depending on user context, risk score etc.
• 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)
  • Other
• Description of management access authentication: This depends upon the configured policies.For example username + password (from a connected datastore such as AD,LDAP or any federated directory such as Entra, Google, etc) with 2nd factor enforcement if desired.; The 2nd factor to choose from is configurable by policy and can be with the use of the related mobile app, TOTP via email & SMS, Hardware integration such as platform authenticators,FIDO keys or smartcards,QR-code,Biometrics and more.The whole solution works in an adaptive way based on policies set and user behaviour. For example the authentication requirements may be stricter or loosener depending on user context, risk score etc.

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: 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:
  • ISO/IEC 27001
  • Other
• Other security governance standards: CyberArk has the following additional accreditations: ISO 9001, Common Criteria, NISA Certified, VPAT 508, FIPS 140-2, NIST 800 & SOC2 type2 certified.
• Information security policies and processes: The InfoSec Department provide direction and technical expertise to ensure that CyberArk’s information is properly protected. This includes consideration of confidentiality, integrity, and availability of information and the systems that handle it. They act as liaison on InfoSec matters between all departments, and must be the focal point for all InfoSec activities throughout CyberArk. The Department performs risk-assessments, prepares action-plans, evaluates vendor-products, participates on in-houseIT system development projects, Implementations, investigates information security breaches, trains staff members. The InfoSec Department has the authority to create and periodically modify both technical standards and standard operating procedures that supports the InfoSec policy. When approved by appropriate CyberArk management, new requirements have the same scope and authority as if they were included in existing policy documents.; ; An information security steering committee, consisting of the CEO, GM, CIO and CISO must meet bi-weekly to review the current status of information security at CyberArk, approve and later review information security projects, and perform other necessary high-level information security management activities. Other employees may join the committee according to necessity and relevance. An information security Audit committee is being updated with information security work plan and risks management on a bi-quarterly basis.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Deployed utilizing a SecureSDLC with proper CI/CD tooling. Tooling and process are considered part of the product and are subject to change as we improve them. Infrastructure and application deployments are done through the same mechanism. The same process is used for both sandbox and production customer’s tenants.; We release new versions of the application monthly. We release Hotfix and security updates as needed with notification. CyberArk currently adopts industry practices like Open Web Application Security Project (OWASP), Application Security Verification Standard(ASVS) and CSA Consensus Assessments Initiative Questionnaire (CAIQ), and conducts threat modelling (based on STRIDE).; Details available on demand.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: CyberArk uses various tools to continuously track and monitor security vulnerabilities. As part of the ongoing information security activities, the security vulnerabilities are prioritized and assigned an appropriate remediation process according to the type of vulnerability, its severity and exposure. CyberArk's security vulnerability steering committee gathers on a bi-monthly basis to track and monitor open issues and remediation progress.; Details available on demand.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: CyberArk maintains a formalized, documented Incident Response Plan (IRP) and runs annual IRPdrills. The IRP outlines how incidents are identified, classified, reported, remediated, and mitigated throughout the incident response process including post-incident assessments.
• Incident management type: Supplier-defined controls
• Incident management approach: CyberArk maintains a formalized, documented Incident Response Plan (IRP) and runs annual IRPdrills. The IRP outlines how incidents are identified, classified, reported, remediated, and mitigated throughout the incident response process including post-incident assessments.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 0.1%
• Between £250,000 and £500,000: 0.2%
• Between £500,001 and £1,000,000: 0.3%
• Between £1,000,001 and £2,500,000: 0.4%
• Between £2,500,001 and £5,000,000: 0.5%
• Over £5,000,001: 0.6%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Assurance UK Limited
• ISO/IEC 27001 accreditation date: Thursday 21 January 2016
• What the ISO/IEC 27001 doesn’t cover: Our certificate applies to services including software licensing, hardware, software asset management (SAM), and IT consultancy. It covers these services when delivered to public sector, charities and housing associations, education, and corporate customers by our employees, systems, and business processes.; ; All activities outside of this scope are not covered by the certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI Assurance UK Limited
• ISO 9001 accreditation date: Tuesday 23 November 2010
• What the ISO 9001 doesn’t cover: Our certificate applies to services including software licensing, hardware, software asset management (SAM), and IT consultancy. It covers these services when delivered to public sector, charities and housing associations, education, and corporate customers by our employees, systems, and business processes.; ; All activities outside of this scope are not covered by the certification.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Security Metrics via Self Certification
• PCI DSS accreditation date: Wednesday 20 August 2025
• What the PCI DSS doesn’t cover: Our certificate applies to services including software licensing, hardware, software asset management (SAM), and IT consultancy. It covers these services when delivered to public sector, charities and housing associations, education, and corporate customers by our employees, systems, and business processes.; ; All activities outside of this scope are not covered by the certification.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 18c34a82-2bf3-4bf9-86c6-f489f07b37d6
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: F1e26d79-c268-4d22-a3d7-01e3f4c32c92
• 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
    • 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
    • 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
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • 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
    • 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.

    • 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
    • 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

  • 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
    • 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
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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
    • 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

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