SOFTCAT PLC

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, UNIX and Network Devices
• TRACK AND CONTROL APPLICATIONS- Protect endpoints from infection
• QUICKSTART TEMPLATES- Flexible workstyle templates for Windows and Mac
• PRIVILEGED THREAT ANALYTICS- Correlate user behaviour against vulnerabilities
• ENTERPRISE AUDITING & REPORTING- Provide a single audit trail
• TRUSTED APPLICATION PROTECTION- Prebuilt templates stop attacks involving trusted apps
• SECURITY ECOSYSTEM INTEGRATION- Built in connectors to third party solutions
• APPLICATION CONTROL- Automated whitelist and elegant exception handling

Benefits

• INTEGRATION: Pre-built adapters for popular Service Desk / ITSM platforms.
• JUST IN TIME PRIVILEGES- complete control without hindering enduser productivity
• STOP MALICIOUS ATTACKS- including malware an ransomware
• ACHIEVE LEAST PRIVILEGE ON DAY ONE- with QuickStart policies
• ANALYZE USER BEHAVIOUR- Collect and store all events
• ELEVATE APPLICATIONS, NOT USERS- Maintain security with least privilege
• MULTI-PLATFORM: Connect with Windows, Mac, Linux, Mobile and Network Devices.

£149 a unit

• Education pricing available

Service documents

• Pricing document

  ODS

• 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

216326319951199

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: BeyondTrust Privileged Remote Access (PRA); Beyondtrust Password Safe; BeyondTrust Privileged Remote Access; BeyondTrust Endpoint Privilege Management; BeyondTrust Remote Support; ITSM (integration via API); SIEM Integration; IAM integration; RPA Integration
• 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), Monday to Friday
• 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 Password Safe 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: At the end of the services agreement, customers are able to receive any data stored in the cloud envrionment by coordinating with BeyondTrust's Customer Support team.
• 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: No
• Designed for use on mobile devices: No
• 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 (no extras)
• Organisation whose services are being resold: BeyondTrust

Staff security

• Staff security clearance: Staff screening not performed
• 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)
• 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: 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: Users can be added to the system as local users, AD users, LDAP users or any combination. 2FA is supported through RADIUS or inbuilt TOTP meaning that most 2FA solutions are available for use with the solution. The solution operates through a full RBAC system meaning management is just a role (or collection of roles) which can be assigned to appropriate groups of users.
• 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: Users can be added to the system as local users, AD users, LDAP users or any combination. 2FA is supported through RADIUS or inbuilt TOTP meaning that most 2FA solutions are available for use with the solution. The solution operates through a full RBAC system meaning management is just a role (or collection of roles) which can be assigned to appropriate groups of users.

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: You control when users can access 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: Aprio, LLP
• ISO/IEC 27001 accreditation date: 24/08/2020
• What the ISO/IEC 27001 doesn’t cover: Out of the controls within ISO 27001 only two items were not applicable and those are:; ; A6.5 - Responsibilities after termination or change of employment; All responsibilities are discharged/reassigned following a Joiners, Movers, and Leavers procedure.; A8.30 – Outsourced Development; BeyondTrust does not outsource software development.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Self-certified, Level 4 (SAQ A)
• PCI DSS accreditation date: 27/02/2024
• What the PCI DSS doesn’t cover: BeyondTrust's product portfolio/cloud environments.
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type II
  • ISO 27701
  • https://www.beyondtrust.com/security/industry-certifications

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: The following standards and policies are defined within the BeyondTrust ISMS with each having supporting Standard Operating Procedures (SOP) for each functional BeyondTrust group:; ; Access Management, Asset Management, Audit Management, Change Management, Communications Management, Configuration Management, Cryptography, Data Protection, Device and Media Control, Disaster Recovery Management, Endpoint Use and Endpoint Security, Exception and Approval Process, Human Resources Security Management, Incident Management, Information Lifecycle Management, Information Security Management, Password Management, Patch Management, Personal Information Management, Physical and Environmental Security, Risk Analysis and Management, Secure Software Development, Third Party Risk Management, Vulnerability Management, Network Security Management, and Logging and Monitoring Management.; ; The BeyondTrust ISMS and associated SOPs are located on the corporate network within an internally shared document repository which can be referenced by employees and key stakeholders. The BeyondTrust ISMS and SOPs are reviewed, updated, and approved on an annual, or as needed basis. This responsibility falls under the BeyondTrust Governance, Risk, and Compliance (GRC) Team and requires coordination between multiple business functions to include Information Technology and Information Security. Once the review and any necessary updates are recommended, the ISMS is sent for approval from key stakeholders, the Director of IT GRC, and the BeyondTrust 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 change management process has been established to formalize each Change Request, change approval, change implementation and pre- and post-implementation testing of the Information Systems affected by the change. This addresses change management for all critical business systems and processes and are submitted for review/approval to the Change Advisory Board (CAB). All changes to a production environment or system are required to submit a change request per BeyondTrust 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: 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. The BeyondTrust SIEM receives comprehensive security logging from Azure Security center. All such incidents are automatically reported to the BeyondTrust InfoSec team for analysis and appropriate action taken based on the severity and relevance of the alert
• 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: BeyondTrust has a formal Cybersecurity Incident Response Plan (CIRP) that is reviewed/tested annually, and approved by the Executive Leadership Team. This plan addresses all facets of incident response within the organization for all critical business systems and processes which contains all the steps necessary for identification, containment, eradication, recovery, and incorporating lessons learned to overall plan improvement.

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
  • 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: £149 a unit
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  ODS

• 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.