TRUSTACK LIMITED

Arctic Wolf Managed Threat Detection and Response (MDR)

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 Resillience 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 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 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

854343648204860

Contact

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

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: WCAG 2.2 AA
• Web chat accessibility testing: NA
• Onsite support: Yes, at extra cost
• Support levels: TruStack provides concierge-focused support to all customers as standard, delivered through Arctic Wolf and supplemented by TruStack’s own service and account management. This includes full onboarding, 24x7 threat detection and response via Arctic Wolf’s SOC, access to Arctic Wolf Labs threat intelligence and detection engineering, and regular security posture reviews delivered by a named Concierge Security Team. In addition, each customer is aligned to a Customer Success Manager for ongoing account management, check-ins, and service health reviews. Where required, TruStack can provide enhanced support packages, scoped to customer needs, which may include additional technical oversight, increased engagement, and tailored service governance, with pricing agreed based on requirements.
• Support available to third parties: No
• AI chatbot: No

Onboarding and offboarding

• Getting started: TruStack delivers Arctic Wolf’s white-glove Concierge Onboarding service as part of its managed offering, ensuring a structured and efficient deployment before the service goes live. Each customer is assigned an Arctic Wolf Concierge Onboarding team, coordinated by TruStack, to manage the full onboarding process including requirements gathering, portal access, configuration, testing, and validation. Onboarding is typically delivered remotely by Arctic Wolf resources, supported by standard documentation, and normally takes around 30 days to reach solution acceptance and initial customisation.
• 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
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Arctic Wolf provides the Unified Portal; a cloud-based management experience to allow users to interact with the MDR service. The portal unifies detection & response, vulnerability management, threat intelligence, security journey, incident response, ticketing into a single management place. The portal allows users to configure new integrations & log sources as self-serve, manage their devices & systems as well as advanced features such as data modelling, reporting, searching, custom alerts & more
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: NA
• API: No
• Customisation available: No

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • 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
• 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: 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)
• Access restrictions in management interfaces and support channels: See: https://docs.arcticwolf.com/bundle/m_federated_authentication/page/federated_authentication.html
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)

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
• Information security policies and processes: Arctic Wolf maintains Information Security Policies, Standards and Procedures as part of their 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 Assesments 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: Available on request
• 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: 0.5%
• 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.