Phoenix Software Ltd

Falcon Complete MDR

Falcon Complete is a managed detection and response solution designed to proactively stop breaches across endpoints, cloud workloads and identities. Falcon Complete is powered 24/7 by an elite team of security experts in monitoring and management with human threat hunting, AI-driven threat intelligence and end-to-end, hands-on surgical remediation.

Features

• Experts in the CrowdStrike Falcon Platform
• Proactive Management and Optimization
• Continuous Human Threat Hunting
• 24/7 Monitoring and Response
• Surgical Remediation
• Breach Prevention Warranty
• Augment Your Team with the Deepest Expertise
• Eradicate Threats in Minutes.
• Eliminate Risks and Unleash Enormous Savings

Benefits

• Experience in incident handling, incident response, forensics, SOC analysis
• Ensure your environment can combat the latest threats
• 24/7 monitoring by the Falcon OverWatch team
• Identifying potential intrusions at their earliest stages
• Surgically remove persistence mechanisms, stop active processes
• breach prevention warranty* to cover costs up to $1 million
• Focused expertise to stop threats through continuous vigilance

£260.00 a unit

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

143102376903786

Contact

Jonny Scott
01904 562200
ccs@phoenixs.co.uk

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: CrowdStrike Falcon Platform
• Cloud deployment model: Hybrid cloud
• Service constraints: None
• System requirements:
  • 40-50MB of disk space
  • 40MB Memory
  • 1% CPU Utilization

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Each support issue is prioritized when a support ticket is opened via email, support portal or by phone for CrowdStrike Support's After-Hours and Emergency line for P1/P2 emergency issues. The TSE (Technical Support Engineer) will either work directly with you until the issue is resolved or escalate it to the related engineering team. CrowdStrike Standard support is 8 working hours SLA, Premium support is 4 working hours. P1 cases are 1 hour 24x7.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: None
• Onsite support: Onsite support
• Support levels: Crowdstrike provides multiple levels of support, managed services (MDR), and professional services. Our support offerings include Standard, Express, Essential, and Elite Support. Please reference this link for a detailed comparison of each support offering: https://www.crowdstrike.com/resources/data-sheets/crowdstrike-falcon-support-offerings/; Standard Support is included with all Falcon Subscriptions at no charge. This is includes our support portal with knowledge base articles and 24/6/365 Priority One Phone Support Only.; Express Support is designed for customers with no more than 2500 endpoints. It includes 24/7/365 phone support & live chat, pooled technical account manager, case prioritization, quarterly health checks & reports, and an onboarding webinar. It is 12% of your total licence cost and does not exceed $10K annually.; Essential Support, which includes everything with Express Support plus a product specialist, 30 days of guided onboarding, proactive case management, and operational reviews. Essential support is 12% of your total license cost, with a minimum cost of $10k annually.; Elite Support is designed for our largest and most complex customers and includes a product & industry specialist assigned to your account. Elite support is 25% of your total license cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training is available through the CrowdStrike University online training portal. There is robust product documentation as well as access to our support portal with a comprehensive knowledge base that includes best practices and recommendation videos. Advanced level training classes require two training credits and a valid annual access pass.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customer confidential data collected by Falcon is retained in active storage for up to 90 days, and is deleted based on a rolling retention schedule. Each customer chooses their own retention period within the 90 day window. Destruction of a Customer’s Confidential Information across all CrowdStrike systems occurs upon Customer’s written request, unless otherwise expressly agreed to between the Customer and CrowdStrike.
• End-of-contract process: Customer confidential data collected by Falcon is retained in active storage for up to 90 days, and is deleted based on a rolling retention schedule. Each customer chooses their own retention period within the 90 day window. Destruction of a Customer Confidential Information (CCI) across all CrowdStrike systems occurs upon customer’s written request, unless otherwise expressly agreed to between the customer and CrowdStrike.

Using the service

• Web browser interface: Yes
• Supported browsers: Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Falcon for Mobile lets you see events from your environment’s mobile devices, including iOS and Android cell phones and tablets. On iOS devices, Falcon for Mobile has access to data that could indicate a device is compromised, such as jailbreaking. It also gathers basic activity, like copy/paste events. On Android devices, it shares basic statistics, including battery usage and copy/paste events. The baseline mobile data shared with Falcon doesn’t contain private or personal information, such as text messages, emails, or browsing history.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: CrowdStrike is an API-first company and Falcon Connect provides bi-directional APIs, resources and tools needed by customers and partners to develop, integrate and extend the use of the Falcon Platform itself, and to provide interoperability with other security platforms and tools. The CrowdStrike Orchestration and Automation initiative builds on CrowdStrike’s Elevate Partner Program for technology partners, making it easy for you to seamlessly integrate Orchestration Platforms like ServiceNow, Swimlane, Phantom, Demisto or use the APIs instead of the console. The CrowdStrike API is a set of REST-based API endpoints that allow you to perform actions programmatically instead of using Falcon console.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: We have the largest cloud platform on the market that offers the largest consolidation of tools, agents, and dashboards into one unified single global solution; CrowdStrike offers multiple modules, all delivered through one agent, offering unique customization.

Scaling

• Independence of resources: CrowdStrike has a dedicated Customer Engagement Team made up of consultants ready to address customer satisfaction, provide support when demand increases and ensure high quality of services. We also conduct customer satisfaction surveys for all engagements and constantly monitor the feedback from our clients to ensure high customer satisfaction and improve the quality of our services.

Analytics

• Service usage metrics: Yes
• Metrics types: CrowdStrike has a variety of built-in dashboards within the console to provide detailed reporting statistics and important metrics, including but not limited to sensor health; sensor statistics (online, platform, sensors requiring attention), Detections by Scenario, Detections by Severity, Top 10 Hosts (detections), Top 10 Users (detections), Top 10 Files (malicious and suspicious) and a global map of all active sensors.; A query based in Splunk format can also run on the Event Search page to query 400+ telemetry data.; Usage dashboards deliver quick, focused access to the information for monitoring sensor usage across your environment.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: None

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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or 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
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: The raw data can be exported as well via Falcon Data Replicator to store the data on-premise as long as the customer needs it.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: PDF

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: CrowdStrike's business continuity program is based on establishing and maintaining high availability and automated recovery for customer facing services. The program is managed by CrowdStrike's Business Resilience group and implemented in coordination with all major lines of business, with oversight from senior management.
• Approach to resilience: CrowdStrike application products and supporting infrastructure are maintained across multiple active and redundant data centers.
• Outage reporting: Tech Alerts are communicated to CrowdStrike's customers through the company's online support service. Customers can also sign up for email notifications.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: CrowdStrike's corporate VPN enforces equipment identification and multi-factor authentication for granting access to the company's internal network. Access to restricted systems within the network requires additional privileges to be approved and assigned to an individual.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

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: User-defined
• 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman
• ISO/IEC 27001 accreditation date: 11/08/2023
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 19/10/2023
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Please visit: https://www.crowdstrike.com/why-crowdstrike/crowdstrike-compliance-certification/

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: CrowdStrike has established formal policies and procedures to provide employees a common baseline for information security standards and guidance. The CrowdStrike Information Security and Privacy policy establishes guidelines for protecting the confidentiality, integrity, and availability of systems and data. For information regarding CrowdStrike's executive team, please visit:; https://www.crowdstrike.com/about-crowdstrike/executive-team/

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: CrowdStrike's internal operations follow a documented change management procedure. Access control, infrastructure and application changes are documented and tracked through internal ticketing systems that capture review and authorization for the change.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability remediation is a multi-stage process where findings from scans are assessed, triaged, and assigned for remediation through internal ticketing systems. Remediation timeframes are dependent on the severity of the issue.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Monitoring and alerting are configured by CrowdStrike Security teams to identify and notify operational and management personnel of incidents when early warning thresholds are crossed on key operational metrics.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: CrowdStrike has developed a formal incident response plan which is documented to provide a well-defined, organized approach for handling any potential threat to CrowdStrike systems and data.

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

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Effective stewardship of the environment with activities that deliver additional environmental benefits in the performance of the contract including working towards net zero greenhouse gas emissions. ; We can support customers environmental goals by providing annual carbon emissions on contract and reduction plans.; ; We will run free of charge sustainability infrastructure reviews for customers to understand how they can reduce carbon emissions of their IT services. ; ; We are working towards 2040 Net-Zero GreenHouseGas emissions. ; Since 2021 we have been Carbon Neutral with Gold Standard Certified carbon credits - partner Ecologi.; By 2026 we aimed to reduce Scope 1 and 2 emissions by 50% from a 20/21 baseline year and which we have now achieved.; By 2030 we aim to reduce all of our emissions (including Scope 3) by 50% this is from a 22/23 baseline year.; ; Achievement of 2030 50% reduction targets (based on last FY) would mean a minimum carbon reduction of 142tCO2e per year for the public sector. ; ; We record and monitor our usage/ conversion to carbon emissions monthly and progress is published annually on the website in accordance with PPN06/21 and SECR guidelines. We are ISO14001 certified, and our targets are currently being verified by SBTi.; ; Overall, the business:; -Generates solar energy (85%) with REGO renewable purchased energy.; -Zero waste to landfill waste management; -Minimises travel emissions by 60%; -Uses water wisely – reduced by 15%; ; Influence staff, suppliers, customers and communities through the delivery of the contract to support environmental protection and improvement. ; ; We work hard to influence others and change behaviours to help fight climate change. ; ; Workforce:; -Sustainability inductions; -Sustainability training ; -Staff campaigns ; -Volunteering opportunities ; -Family woodland tree planting; ; Suppliers:; -Supply-chain reviews ; -Sustainability training; -Blogs/ media content ; -Sustainability training ; ; Customers: ; -Sustainability Infrastructure Review; -Hardware Carbon-Assessments; -Circular-Economy support; -Sustainability training

  Covid-19 recovery

  Help local communities to manage and recover from the impact of COVID-19 with activities in the delivery of the contract which: ; Create employment, re-training and other return to work opportunities for those left unemployed by COVID-19, particularly new opportunities in high growth sectors. ; - Phoenix Employability Outreach Programme - Unique access to Microsoft Career Essentials programme; Support organisations and businesses to manage and recover from the impacts of COVID-19, including where new ways of working are needed to deliver services. ; -Phoenix Small Business Digital Skills Outreach programme – webinars supporting cyber security, accessibility and licensing.; -Phoenix VCSE Digital Skills Outreach Programme – webinars supporting cyber security, accessibility and licensing.; Support the physical and mental health of people affected by COVID-19, including reducing the demand on health and care services.; -Phoenix Digital Skills Outreach Programme – Supporting people to access services services online e.g NHS app and Banking apps. ; Examples of our working with London and Quadrant Housing Association to deliver befriending calls for tenants who were lonely and isolated as a result of Covid19.; We have also worked with Liverpool City Council to promote employability courses to those left unemployed by Covid-19 and who are now in employment.; We provided free of charge IT service desk to 15 charities during the pandemic and have worked closely with them to support them with returning to full operation again.

  Tackling economic inequality

  Create new businesses, new jobs and new skills with activities that, in the delivery of the contract: ; Create opportunities for entrepreneurship and help new, small organisations to grow, supporting economic growth and business creation.; -60% of our supply chain are SME’s; -We are signatories and adhere to the Prompt Payment Code; -Host Dragons Den SME supply chain sessions for new suppliers to showcase their services for our customers.; Create employment opportunities particularly for those who face barriers to employment and/or who are located in deprived areas. ; - The Phoenix Employability Outreach Programme provide unique access to Microsoft Career Essentials digital literacy programme, career talks and employability advice.; Create employment and training opportunities, particularly for people in industries with known skills shortages or in high growth sectors. ; -Graduate work placements; -Phoenix Employability Outreach Programme - Unique access to Microsoft Career Essentials programme for certifications to skill up for roles in the IT sector.; -We work with our supply-chain to create job roles with shared apprenticeship heads and promotion to permanent employment.; Support educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications. ; -Apprenticeships whereby we aim for c.10 graduating apprentices and all are moved into permanent employment with Phoenix.; -Skills City Bootcamp where we deliver career talks and provide projects to 19+ year olds seeking to upskill for employment in the technology sector.; Influence staff, suppliers, customers and communities through the delivery of the contract to support employment and skills opportunities in high growth sectors.; -Our programmes are delivered in partnership with our customers, supply chain and workforce, including Career talks, mentoring and IT challenge activities.

  Equal opportunity

  Reduce the disability employment gap with activities that: ; Demonstrate action to increase the representation of disabled people in the contract workforce. ; -We are certified Disability Confident Employers (level 2).; -We provide Digital Accessibility training for all staff so we can communicate with each other and our customers in an inclusive manner.; -We are exploring the use of the Voluntary Reporting Framework for understanding the disability makeup of the workforce.; Tackling workforce inequalities with activities that demonstrate action to identify and tackle inequality in employment, skills and pay in the contract workforce. ; - We focus on ensuring an inclusive and unbiased recruitment strategy, with unconscious-bias training, blind recruitment processes, and reviewing language and placement of advertisements. ; ; -All staff trained receive mandatory EDI training annually.; ; Various initiatives include ; -Signatories of the Race at Work Charter, ; -Disability Confident Committed Employer ; -Signatories of the Armed Forces Covenant; -Gender-Neutral toilets; -Prayer room; -Milk-pumping room; -Sponsor York Pride; -We have specific policies for Menopause, and LGBTQ+. ; -We have established an Accessibility-Centre-of-Excellence to display the latest technology ; -We monitor our workforce statistics and report on them:; Gender 65% male /35% female (industry-average 20%); Ethnicity 5.6% (local-area 3.9%); Staff turnover 12.3% (industry-average 13.2%); Using the Voluntary Reporting Framework, we are working on what and how we can report metrics around disabled people in the workforce, including those with hidden disabilities. ; ; We have been recertified as a Great Place to Work™ and UK's Best Workplaces™ for Women.

  Wellbeing

  The mental health and well-being (MHWB) of our staff is of the utmost importance to us and our MHWB Policy aims to provide a working environment that promotes and supports the MHWB of all employees. ; Activities that demonstrate action to support the health and wellbeing, including physical and mental health, in the contract workforce at Phoenix include: ; -We utilise different resources not least those from Mental Health at Work Commitment, NHS Every Mind Matters, and the MIND employer toolkit to improve our employee MHWB programme. ; -All our staff heavily discounted private health insurance includes mental wellness. Plan members access a range of health treatments including face to face counselling and cognitive behaviour therapy. ; -Phoenix invests in the St Johns Ambulance Mental Health First Aid training course to ensure we have MH first aiders in the business and the skills to address MH in the workplace. ; -The new challenges the pandemic has raised, on our employee’s MHWB, has led to the creation of a staff network group who meet monthly, to ensure that all we do and say truly covers all aspects of MHWB. ; -All employees are given a monthly wellbeing hour to take for their own personal time and are also supported with monthly tea and toast sessions discussing and normalising MHWB topics.; We influence staff, suppliers, customers and communities through the delivery of the contract to support health and wellbeing, including physical and mental health.; -We provide Digital Accessibility training for all staff so we can communicate with each other and our customers in an inclusive manner.; -We have established an Accessibility-Centre-of-Excellence to display the latest technology to the workforce, supply chain and our customers; -We deliver digital accessibility training to customers; -We are sponsors of the Neurodiversity Awards

Pricing

• Price: £260.00 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full installation of the Falcon sensor, which provides official protection for your systems, once installed there is no need to reinstall as long as your account is active. Once in you are able to view 3 test detections in order to see the full process of how Falcon protects you.
• Link to free trial: https://www.crowdstrike.com/products/trials/try-falcon-prevent/?ft-trial

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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