Softcat Limited

KnowBe4 KMSAT

Security Awareness Training and Simulated Phishing Platform

Features

• large library 1,400+ security awareness training content

Benefits

• Highly customizable training campaigns

£1.92 a unit

• Education pricing available
• Free trial 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

119300818364497

Contact

Charles Harrison
01628 403403
psitq@softcat.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: KnowBe4’s Security Awareness Training Platform (KMSAT) operates on a per-seat SaaS subscription model. ; ; KnowBe4's additional services, including Security Coach, Compliance Plus, and PhishER/Plus are provided through a SaaS subscription model. ; ; PhishER ; Compliance Plus ; SecurityCoach
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements: https://support.knowbe4.com/hc/en-us/articles/204467478

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: KnowBe4 has an average Median Response Time of an hour in responding to new support tickets and a 97% customer support satisfaction rate.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: You can review our standard SLA here: https://www.knowbe4.com/terms; ; KnowBe4 provides live technical support staff for questions via phone and/or email from 6 am-9 pm Eastern Standard Time. We also have overseas offices that have extended hours as an option.; ; You are provided with a Customer Success Manager that is always available to help with implementation, application, coordinate support, any additional training, or to just provide help and answers to any questions. ; The KnowBe4 Knowledge Base provides documentation, with detailed documentation and an extensive amount of help and training videos available. You can see it here: https://support.knowbe4.com/hc/en-us
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: KnowBe4 offers a variety of resources and training to help administrators effectively manage the platform. Some of these resources include a Knowledge Base, Video Tutorials, Live Training Sessions, User Guides and Manuals, Technical Support, and Customer Success Managers.; ; By offering a combination of written guides, video tutorials, live training sessions, and community support, KnowBe4 aims to empower administrators with the knowledge and skills needed to effectively manage the platform and maximize its impact on cybersecurity awareness within the organization.
• Service documentation: Yes
• Documentation formats: Other
• Other documentation formats: Online resources
• End-of-contract data extraction: "During the applicable subscription term, Customer will have the ability to download a copy of its Customer Data contained in the Products in the form and format as such Customer Data exists in the Products. ; ; Upon termination, request can be given to delete data from active database. Backups will be retained along with audit trails for legal purposes. Retention is 1 yr database backups, 3 years audit trails. For details on KnowBe4's Data Retention Schedule, please refer to - https://support.knowbe4.com/hc/en-us/articles/1500008107581-KnowBe4-Data-Retention-Schedule- ; ; KnowBe4 follows NIST 800-88 guidelines for media destruction. "
• End-of-contract process: Please refer to - https://www.knowbe4.com/terms

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: "Our content is optimized when published and the bandwidth requirements are dynamic. This means that when the training module first loads it will detect the bandwidth available for the specific individual and it will adjust itself accordingly, without degrading the quality of the module.; We do also have our mobile-first modules for very low bandwidth environments which are lighter weight than other training modules in the Modstore."
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: End users will each have their own Learner Experience (LX) where they complete their assigned training. We include a tour to help familiarize your users with the interface. You can learn more about it here: https://support.knowbe4.com/hc/en-us/articles/360014116634
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: We engage with external experts, including those with low-vision, no-vision, hearing impairments, and limited mobility. These individuals provide feedback on our modules based on testing of our content to ensure that every learner has a similar learning experience and the module functions as expected across multiple browsers and screen readers.
• API: Yes
• What users can and can't do using the API: As part of the platinum and diamond subscription levels, API access is included. Please refer to our API documentation to ascertain compatibility. Our full API documentation can be found via the following link: https://developer.knowbe4.com/
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • Other
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Training campaigns can be customized as the Customer sees fit. When starting a training campaign, you can select the targeted user group, training material to be sent, and allotted time. ; ; The platform itself can have the Customer's logo added. This includes KnowBe4’s Security Hints and Tips Letters, the platform itself, the end-user training page, and all landing pages. Also, Customer can add their own content to any training course. At the end of each course, a user can be sent to any URL that the Customer determines. This can be used for adding mandatory security policies, having users go through made-in-house tests, additional training content, or any other site that the Customer would like. The user training page can be branded and have the color theme adjusted to give a more company familiar feel. You can learn more about our brandable content feature here: https://support.knowbe4.com/hc/en-us/articles/360047284433; ; Additionally, KnowBe4 provides over 25,000 simulated Phishing templates that can be customized or used as-is, as well as the ability to create brand new templates to suit your needs. Also, all Learning Landing Pages, Emails, and Notifications can be branded and customized.

Scaling

• Independence of resources: KnowBe4 was built 100% in the cloud from scratch. We are essentially infinitely scalable. KnowBe4 engineers have designed a highly scalable and resilient product where automation is built into the KnowBe4 architecture, so system monitoring, updates and corrective actions can take place as needed with no downtime. For status and uptime monitoring refer to KnowBe4's status page - https://status.knowbe4.com

Analytics

• Service usage metrics: Yes
• Metrics types: "The KnowBe4 platform offers a robust and varied set of metrics and reports. These include:; ; Phishing Campaign Results: Metrics on user responses to simulated phishing emails, including click rates, data submission rates, and report rates.; Training Completion Rates: Reports on the completion rates of assigned training modules, showing how many users have completed the training within the specified timeframe.; Risk Score Trends: Visualization of changes in user risk scores over time, helping to identify trends and the effectiveness of training.; User Engagement:; API Usage Reports:
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: KnowBe4

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:
  • United Kingdom
  • 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: In-house
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: "KnowBe4 leverages AWS for data encryption at rest (AES- 256); "
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: During the applicable subscription term, Customer's will have the ability to download a copy of its Customer Data contained in the Products in the form and format as such Customer Data exists in the Products.
• 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: The KnowBe4 platform operates with 99.9% uptime, to be reviewed annually. ; ; Additionally, if you require a formal SLA please contact your sales rep. You can review our standard SLA here: https://www.knowbe4.com/terms
• Approach to resilience: KnowBe4 engineers have designed a highly scalable and resilient product where automation is built into the KnowBe4 architecture, so system monitoring, updates and corrective actions can take place as needed with no downtime. For status and uptime monitoring refer to KnowBe4's status page - https://status.knowbe4.com; ; Additionally, KnowBe4 architecture leverages multiple AWS regions & availability zones with a continuous deployment & auto-scaling enabled. Failover is built in by default and is tested as necessary when new product features are released. KnowBe4 has a BCP/DR policy. KnowBe4 reviews this annually and performs annual table top exercises as well as some live failover tests.; RPO - few minutes to hours but no later than 72 hours.; RTO - 72 hours, worst case scenario
• Outage reporting: For any outages please reference: https://status.knowbe4.com/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Other
• Other user authentication: "KnowBe4 recommends customers to leverage SAML/SSO for authentication. KnowBe4 supports SAML 2.0 for SSO, so your users can quickly and easily log in to KnowBe4 using your organization's single sign-on provider, without having to set up or use a password. Please reference: https://support.knowbe4.com/hc/en-us/articles/115013730808-Does-KnowBe4-Support-SAML-SSO-; ; Multi-factor authentication is available. MFA is required to access production environment: https://support.knowbe4.com/hc/en-us/articles/225681448-How-Do-I-Enable-Two-factor-or-Multi-factor-Authentication-on-My-Account-; ; Additionally, the KnowBe4 Active Directory Integration (ADI) feature allows you to leverage Active Directory to populate and maintain your users and groups within your KnowBe4 Console. You can view our full Active Directory Integration Guide here: https://support.knowbe4.com/hc/en-us/articles/228373888"
• Access restrictions in management interfaces and support channels: "Important to note that customers are responsible for managing their employees access within the platform. KnowBe4 grants privileges based on least privilege and business need to know. ; ; KnowBe4's Security Roles feature allows you to define the level of access and administrative ability that you'd like specific users to have. This feature helps you follow the principle of least privilege in your console, ensuring that the various areas of your account are only accessible to those who need them. KnowBe4 offers an unlimited amount of administrator licenses at no additional cost. Learn more about our Security Roles feature here: https://support.knowbe4.com/hc/en-us/articles/115015389767"
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Other
• Description of management access authentication: Remote access is limited to specific individuals with appropriate roles, VPN required with multiple login's all with MFA required. monitored by SIEM with automated alerting.

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Provided on request
• ISO/IEC 27001 accreditation date: Provided on request
• What the ISO/IEC 27001 doesn’t cover: Provided on request
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 2018-12-11
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: https://marketplace.fedramp.gov/products/FR1912662229/

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: ISO 27001, 27017, 27018, 27701 and SOC 2 type 2 compliant. ISO certs are available on the KnowBe4 security page here: https://www.knowbe4.com/security and the most recent SOC reports can be found in our due diligence package with an NDA in place. KMSAT also maintains a FedRAMP ATO Please reference: https://marketplace.fedramp.gov/products/FR1912662229/
• Information security policies and processes: KnowBe4 does not provide full policies or procedures externally. All relevant privacy and security policy ToC's are available in our Vendor Due Diligence package with an NDA in place. These policies and procedures are reviewed for completeness in our annual external third party audits.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: "KnowBe4’s change management process assures security checks and peer reviews are in place for all code changes made to the KMSAT production environment. KnowBe4’s infrastructure is managed by code. All security changes go through SAST and dependency checks prior to being deployed. All major changes undergo a security and privacy assessment throughout the life cycle as early as the initial planning stages.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The KnowBe4 information security team performs web application vulnerability scans monthly. These scans are configured to run as authenticated scans. Any vulnerabilities found during these scans or any other vulnerability discovery activities are added to a vulnerability tracking system. There the vulnerabilities are verified, categorized, and evaluated for actual risk. Vulnerabilities are remediated in accordance with the schedule listed here: https://www.knowbe4.com/security
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: KnowBe4 leverages a SIEM to monitor events. The production environment leverages Amazon AWS, WAF, CloudFront, GuardDuty, Shield, VPCs, IAM, Security Groups, and other controls. Changes to the environment are logged and monitored. All changes are required to go through KnowBe4's change management process.
• Incident management type: Supplier-defined controls
• Incident management approach: Roles, communication, incident categories, testing along with procedural processes for preparation, identification, containment, remediation, investigation, follow-up/ Lessons Learned, and Notifications. KnowBe4 will notify customers within 24hrs of confirmation of breach affecting customer's data by email. For any outages please reference: https://status.knowbe4.com/; ; Additionally, all KnowBe4 Products are ISO 27001, 27017, 27018, 27701 certified and SOC 2 type 2 compliant. ISO certs are available on the KnowBe4 security page here: https://www.knowbe4.com/security and the most recent SOC reports can be found in our due diligence package with an NDA in place. KMSAT also maintains a FedRAMP ATO Please reference: https://marketplace.fedramp.gov/products/FR1912662229/

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Softcat are dedicated to reducing our environmental impact and actively promoting sustainability. Our commitment to sustainability is a core aspect of our business strategy, driving us to innovate and lead in the creation of a more sustainable future for our company and the communities we serve. This commitment is embedded in our policies, operating procedures, and training programs.; ; We are proud to be the first FTSE 250 company to be awarded 5-star status in relation to the United Nations Sustainable Development Goals. ; ; We aim to achieve a Carbon Net-Zero Value Circle by 2040 by prioritising renewable energy, reducing natural resource use, minimising waste, and safeguarding biodiversity in compliance with environmental legislation.; ; At Softcat, we have taken significant steps towards securing renewable energy across our organisation, reducing our scope 1 & 2 emissions. We had the target of using 100% Renewable Energy across all our locations by 2024. We successfully delivered against this target ~2 years early.; ; In May 2023 we took delivery of 15 electric vehicles, replacing all existing fossil-fuelled company cars used by employees for business means. The implementation of the EV pool fleet will see a saving of over 80 tons of CO2e per year. A huge impact on our Net Zero targets.

  Tackling economic inequality

  As a value-add reseller, Softcat outsources the products, services, and solutions through our extensive network of partners, to best suit the needs of our broad client base. We always consider and promote SMEs and local providers where appropriate, particularly for the products and services we offer via the G Cloud framework.; ; We remain dedicated to improving employability and educational awareness across schools, colleges, and universities to help break down the barriers to joining technology organisations.; ; We work collaboratively with many schools that are close in proximity to our offices, to ensure we are actively supporting the community as well as schools from lower socio-economic backgrounds. ; ; We visit the schools to talk about the IT sector and the roles in our organisation, as well as promoting work-experience opportunities during the summer. In particular, we actively encourage students from diverse backgrounds to engage in work experience to appreciate the roles available in our sector.; ; For ambitious school and college leavers, a Softcat Apprenticeship is a great first step into the world of work, with 94% of our apprentices offered a permanent position at Softcat post apprenticeships, which goes to show the amazing opportunity available with us.; ; We were ranked 1st in IT & Consultancy, and 10th overall in by RateMyApprenticeship.com - Best 100 Apprenticeship Employers 2023-2024 list.; ; Softcat now also offer 12 month paid internships to University students looking to complete a year in industry as part of their undergraduate studies.

  Equal opportunity

  Our approach to diversity and inclusion is introduced first during our induction training, as part of our Softcat values, outlining responsibility to uphold our principles. This message is reinforced by our process and policies, networks, Allyship Training and Inclusion Awareness campaigns.; ; Softcat supports diversity and inclusion through various networks including:; - Supporting Women in Business (SWIB); - The Ethnic and Cultural Network; - The Pride Network; - The Family Network; - The Empowering Disability and Neurodiversity Network (EDN); - The Faith at Work Network; - Armed Forces & Veterans Network; These networks aim to create a supportive and inclusive work environment for all employees, regardless of gender, ethnicity, sexual orientation, disability, or family commitments.; ; Our allyship programme, Stronger Together, is a mixture of event and workshop-based training available to all staff. Programme topics include, bias, power, privilege, and being a greater ally. ; ; Inclusion Awareness campaigns include race, disability, sexual orientation, gender, faith, and caring responsibilities. These sessions highlight and celebrate minority groups, through panel sessions, Q&A sessions and training, providing an opportunity to discuss and understand ways to be more inclusive. ; ; Our efforts to improve diversity and inclusion have been incredibly successful. Since 2020, the number of female employees below management level has increased to 35%, and the number of ethnic minority employees rose to 17%.

  Wellbeing

  At Softcat, all employees are provided with access to our multidimensional wellbeing programme which includes flexible work arrangements, free nutritious breakfast, mental health support, employee benefits scheme, health and wellbeing week activities, and online workshops.; ; Giving back to the community is an innate part of who we are as a company. All Softcat employees are therefore given two volunteer days per year to support a charitable or community cause. ; ; Each of our 10 regional offices also support local charities through fundraising, donations and events. For example, our Manchester office has raised over £30,000 for the WeLoveMCR charity. This funding has supported young, disadvantaged Manchester citizens in gaining qualifications to broaden their work opportunities and supporting local groups in delivering indispensable services that enable community cohesion.

Pricing

• Price: £1.92 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Available on request

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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.