CyberIAM Holdings Ltd

Beyondtrust Remote Support

BeyondTrust Secure Remote Support is a software platform used by Service Desk, Help Desk and Customer Support departments to establish secure remote access and control of desktops, laptops, servers and mobile devices.

Features

• Multi-platform- Windows, Mac, Linux, Android, iOS and Server support
• Screen sharing- View and Control a remote Device.
• Application sharing- limit Screen Sharing to specific applications.
• Chat- based remote support with no pre-installed software.
• Equilibrium- Load balanced, intelligent skills-based session assignment.
• Access management- Authenticate using LDAP/Active Directory/RADIUS/Kerberos.
• Background access- Fix issues without disrupting the End User
• Collaboration- Allow Technician collaboration and warm session transfer.
• Audit- Tamperproof session records including video.
• Vault - Privileged Password management

Benefits

• Multi-platform: Connect with Windows, Mac, Linux, Mobile and Network Devices.
• Connectivity: Access devices without requiring a VPN connection
• Productivity: Improve First Call Resolution, Average Handling Time, Agent Utilisation.
• Customer satisfaction: Improve customer experience and satisfaction rates.
• Intergration: Pre-built adapters for popular Service Desk/ITSM platforms.
• Security and audit: Remote access with a tamper-proof audit trail.

£1,783 a licence a year

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

Framework

G-Cloud 14

Service ID

171597779540745

Contact

Andy Pinnington
08443350012
sales@cyberiam.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: BeyondTrust Privileged Remote Access (PRA), BeyondTrust Password Safe, BeyondTrust Privilege Management, SIEM integration, ITSM (integration via API)
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No service constraints.
• System requirements: No System Requirements

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: "The content of an Incident as supplied initially is used to identify the incident Severity Level using Table 1 below as a guide.; Severity Levels range from Severity Level 1 (Critical) to Severity Level 3 (Low Priority). In collaboration with you, we will make a; reasonable determination of the Severity Level of your incident and respond accordingly. The Severity Level may also be adjusted; as the Incident progresses towards resolution.; ; Severity 1 : First response within 30 minutes; Severity 2 : First response within 24 hours; Severity 3 : First response within 24 hours"
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: N/A
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: Standard : Included with the Cloud Service offering; Technical Account Manager (additional cost) : BeyondTrust Technical Account Managers (TAMs) help ensure you are receiving maximum value from your BeyondTrust investment. BeyondTrust TAMs are senior technical resources who will partner with you to gain an in-depth knowledge of your businesses privileged access needs and map them onto your Remote Support platform. Your Beyond trust TAM will become your trusted advisor and your advocate within BeyondTrust and is uniquely positioned to provide a proactive approach to the support and ongoing operation of your BeyondTrust investment.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: BeyondTrust Secure Remote Support's Cloud Service enables customers to receive enablement training services as part of their acquisition. Further user and administrative training is available at additional cost. All course descriptions can be viewed on the website. For self-service, beyondtrust.com/docs delivers a comprehensive archive of documentation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: BeyondTrust's Cloud Services team can provide full export of customer data including : Configuration, textual & video session reports.
• End-of-contract process: Upon cessation of the contract and service an extract of customer data is provided prior to the secure deprovisioning of the customer's private cloud.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• 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: Functionality within apps is scoped to include core-requirements only.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Front-end integration of the BeyondTrust API enables customers to correlate BeyondTrust support sessions with third-party or in-house developed applications to pull report data, issue commands, or automatically save a backup of the Secure Remote Access Appliance's software configuration on a recurring basis. One common use case of an API integration is linking a help desk ticketing system to Remote Support sessions to track issue resolution.; You could also add a feature to an application so that a representative can generate a session from within that application instead of the representative console.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: BeyondTrust Secure Remote Support has comprehensive authentication / authorisation options. Customers can configure these to their requirements. The BeyondTrust Support portal can also be fully customisable across the customer's branding, colours and impart terms. In addition, the API services can be utilised to integrate into the customer's broader defence-in-depth strategy.

Scaling

• Independence of resources: BeyondTrust's Cloud services team actively monitor customer's environments and provision resources as required.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics include license utilisation and service availability.
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Professional Services, Managed Services, Expert Services

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: All data in Remote Support Cloud is stored in a hardened black box solution Linux appliance.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Data can be exported on an automated basis providing a full cold backup of session data and configuration. Manual, point, backups can also be made.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • XLSX
  • MP4
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.9% during any calendar month (Excluding any Excused Downtime)
• Approach to resilience: Each AWS Region contains, on average, approximately three to six Availability Zones. All customer EC2 instances and their Elastic Block Storage (EBS) volumes are replicated and mirrored within the customer's availability zone to provide the customer with seamless disaster recovery options for the solution and stored data.
• Outage reporting: A Customer Portal is provided which provides outage and maintenance information. In the even of any unscheduled outage, the Customer would be notified directly.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: FIDO2-certified authenticators
• Access restrictions in management interfaces and support channels: The management interface can be restricted using IP based Network restrictions. Also once the user has authenticated Role based access can control user access to the configuration and management of the solution.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: FIDO2-certified authenticators

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 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Perry Johnson, Registras Incorporated
• ISO/IEC 27001 accreditation date: 25/06/2023
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 27001, ISO 27701, SOC 2 Type 2.; https://www.beyondtrust.com/security/industry-certifications
• Information security policies and processes: BeyondTrust has a formal Information Security Management System (ISMS) which is certified under ISO 27001, ISO 27701, and aligned to the standards identified within NIST SP 800-53. This ISMS serves as the foundational baseline of security requirements our organization must adhere to ensure confidentiality, integrity, and availability of corporate data. The structure of this ISMS encompasses the requirements for various departments within BeyondTrust regarding best security practices and is managed/reviewed by the Governance, Risk, and Compliance (GRC) Team and approved by the Governance, Risk, and Compliance (GRC) Committee.

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: A process to formalize each Change Request, change approval, change implementation and pre- and post-implementation testing of the Information Systems affected by the change. The policy's reviewed and approved by the GRC Committee. This policy addresses change management within the organization for all critical business systems and processes and are submitted for review/approval to the CAB. All changes to a production environment/system are required to submit a change request per policy. These requests must contain a summary of what is being recommended, a risk assessment must be completed based on impact, test criteria, a back out plan, and management approval.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: BeyondTrust maintains a formal Vulnerability Management Plan that addresses vulnerabilities discovered through vulnerability scanning and penetration testing. This plan is approved by the GRC Committee and is reviewed annually or as needed. The plan sets forth specific timeframes for finding mitigations based upon criticality.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: BeyondTrust uses a vulnerability management solution in our cloud environment(s). The solution scans at least every 24 hours and submits its findings back to the main console as well as to our SIEM. This includes IAM misconfigurations, authentication, lateral movement, data at risk, neglected assets, network misconfigurations, and vulnerabilities. All of the items listed above are alerted to the BeyondTrust InfoSec team, analyzed, and acted on based on validity and criticality.
• Incident management type: Supplier-defined controls
• Incident management approach: BeyondTrust has a formal Cybersecurity Incident Response Plan (CIRP) that is reviewed/tested annually, or as required, and approved by the GRC Committee. This plan addresses all facets of incident response within the organization for all critical business systems and processes.; ; BeyondTrust has a formal policy/process in place for notifying our customers if a breach was ever to occur. This notification is part of the organization’s existing Cybersecurity Incident Response Plan (CIRP); correspondence would be sent out from our organization to our customers via telephone and email without undue delay, but no later than 48 hours, from the point of determination.

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 v3.0)

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

  At CyberIAM, our environmental footprint is significantly smaller than similarly sized organizations due to numerous different factors which are built into our core business processes. We are an entirely paperless business, eliminating our reliance on paper for printing. CyberIAM also utilises a public cloud environment for our IT infrastructure, minimising our environmental impact, as resources are shared across Microsoft’s datacenters. We do not house our own data centres, keeping our carbon footprint small. We are also committed to recycling and re-using IT hardware, which is recycled wherever possible by approved suppliers, to guarantee that the hardware is recycled in the most environmentally friendly way possible. Furthermore, plastics are not used in any CyberIAM offices or for any business processes.

  Covid-19 recovery

  As an organization, CyberIAM responded quickly to the Covid-19 pandemic, enabling our employees to work from home and continue to do so as they wish, allowing for flexibility. This enables CyberIAM to adapt to any COVID-19-related challenges and to provide our services at all times without disruption. CyberIAM regularly holds company meetings and virtual social events which allow everyone to communicate and socialize without risk. Now that staff are permitted to return to offices, there are suggestion boxes for employees to anonymously let us know about anything that would help them carry out their duties safely and comfortably. CyberIAM’s offices also have COVID-19 rapid flow tests, hand sanitisers and temperature monitors available at all times

  Tackling economic inequality

  At CyberIAM we are committed to diversity, inclusion and equality. Our employees hail from all around the globe and are all paid higher than the national average in each territory.

  Equal opportunity

  Our equal opportunities policy is in place to enforce our firm belief in equality for all. Everybody at the company has the same opportunity for training, recruitment and selection. Our jobs are advertised to a diverse audience and our employees come from around the world including the UK, South Africa, Spain, Philippines and Australia. We specify that our initiatives need to include gender representation and typically under supported, disadvantaged groups. Most recently CyberIAM celebrated Eid in April and May 2022. We also offer a women’s support network group for the women in our company of all ages, ethnicities and backgrounds.

  Wellbeing

  Our offices are stocked with fruit, snacks and drinks to support the health and wellbeing of our employees. We also have a social committee who organize and run events for the company, ensuring everybody gets to have fun and socialize if they wish to. We have an open-door policy where people are encouraged to share and resolve any worries they have; we work with our employees to ensure they are happy and comfortable, e.g. flexible working hours to accommodate childcare needs. We work hard for our inclusive and supportive culture where everyone and their views, beliefs and goals are respected.

Pricing

• Price: £1,783 a licence a year
• Discount for educational organisations: No
• Free trial available: No

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