Softcat Limited

Arctic Wolf Managed Security Operations

Arctic Wolf delivers managed security operations as a concierge service, using our Security Operations Cloud built on Open-XDR - covering on-premises and remote workers, public cloud and SaaS environments. Modules include 24x7 Threat Detection and Response, Managed Risk & Vulnerability, Security Awareness education, and Digital Forensics & Incident Response.

Features

• 24x7 Security Operations- Managed Advanced Threat Detection & Response
• Bring your own security tooling- endpoint, network, public cloud
• Unlimited log ingestion & processing for security telemetry
• Log retention- 90 days minimum, 10 years maximum
• Managed vulnerability management endpoints/networks, cloud, darkweb & external assets
• Cloud Security Posture Management- AWS, Microsoft Azure, Google Cloud
• Managed Security Awareness- fully managed employee security education & testing
• Incident Response for assistance & recovery during security incidents
• Concierge Security Team- named security practitioners enhancing your Security Journey
• Security Operations Warranty- Up to $1,000,000 of financial assistance available

Benefits

• Holistic, broad visibility gained across your installed security toolset
• Supports on-premises, edge/remote, public clouds
• Time to production coverage in less than 30 days
• Includes SIEM, SOAR, Vulnerability mgmt, Security Awareness, Incident Response technologies
• 24x7 security monitoring, detection & response including unlimited guided remediation
• Concierge experience- named security experts work to improve your posture
• In-house threat intelligence, AI/ML and detection engineering included
• Reduced cost, complexity, time to value vs Managed SIEM solutions
• Powerful unified UI- access data/incidents/reports, vulnerabilities, IR plans &more
• Align your organisation to NIST CSF & CIS v8

£8,298 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

225835548361946

Contact

Charles Harrison
01628 403403
psitq@softcat.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: No
• System requirements:
  • Supported Identity & EDR technology installed by customer
  • Arctic Wolf endpoint Agent+Network Sensor installed for enhanced monitoring
  • API & Syslog access to supported tooling across on-prem/public cloud
  • Log sources should be independent to the buying organisation

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLOs offered to customers can be found in the MDR Solutions Terms located at https://arcticwolf.com/terms/. As of date of response, the following SLOs are offered 24x7x365 via ticket platform (email/website ticket):; Emergency outbound - triaged & true positive: 30 minute response after discovery; Non-Emergency outbound: 2 hour response after discovery ; ; Inbound Emergency Call in has an SLO of 5 minute response - 24x7x365
• User can manage status and priority of support tickets: No
• 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: Details can be provided on request
• Onsite support: No
• Support levels: Arctic Wolf provides Concierge-focused support to all customers, regardless of size or spend. ; ; Our model includes full onboarding of the solution with our onboarding organisation, comprehensive 24x7 advanced threat detection & response from our customer SOC, proprietary threat intelligence & detection and response engineering from Arctic Wolf Labs, and proactive Security Posture Reviews & proprietary microassessments of security enhancements within your organisation from your named Concierge Security Team (CST). Each customer is also aligned to a Customer Success Manager for account management, checkins and healthchecks.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Arctic Wolf offers a white glove installation service with Arctic Wolf Concierge Onboarding. It streamlines the deployment of the security operations solutions before the service begins. ; ; Every customer is assigned a Concierge Onboarding team that coordinates every step of the process–from gathering requirements, to portal access, to testing and validation. This typically takes 30 days before solution acceptance and customisation. This is typically delivered online and remote by Arctic Wolf resources, supported by user documentation available at https://docs.arcticwolf.com
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At time of or immediately before expiration, Arctic Wolf can support a manual transfer of all retained raw log data using cloud object transfers, specifically Amazon Web Services S3 bucket transfer. The customer will be responsible for the target bucket and associated costs.
• End-of-contract process: After the customer has optionally extracted the data, we ensure data is rendered unreadable.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: No

Scaling

• Independence of resources: This is handled by the underlying public cloud our technology platform is architected within. Arctic Wolf is architected to be a multi-tenanted, highly scalable service for thousands of customers. More information available on request.

Analytics

• Service usage metrics: Yes
• Metrics types: Our UI provides user access metrics, and solution SLO metrics are given as part of quarterly account reviews with the aligned Customer Success Manager
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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: Other locations
• 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: AWS Data Center Physical Controls (inherited), AWS Data Encyption (configured), 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: A third-party destruction service

Data importing and exporting

• Data export approach: Customers are able to export data in a variety of ways - extracting raw log/vulnerability data via CSV, producing high-level and low-level reports via PDF, or generating presentation material for customer use.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF - reports
• Data import formats: Other
• Other data import formats:
  • Syslog
  • API

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: At this time and as a standard operating practice, we do not include availability SLOs in our solutions agreement."
• Approach to resilience: Handled by the underlying cloud provider. More information available on request.
• Outage reporting: Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Other
• Other user authentication: See : https://docs.arcticwolf.com/fed_auth/federated_authentication.html
• Access restrictions in management interfaces and support channels: Management interfaces are limited to AW personnel. Support Requests can only be placed by personnel authorized by the customer.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Other
• Description of management access authentication: Single Sign On and 2-Factor Phishing Resistant Authentication for all users

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• 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: Incident Response and Cyber Jumpstart modules as well as any sub-processor/third party data center facilities/platforms are not covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • System and Organization Controls 2 (SOC 2)
  • With mappings to HITRUST CSF Type 2

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: SOC2 Type II and ISO/IEC 27001
• Information security policies and processes: Arctic Wolf maintains Information Security Policies, Standards and Procedures as part of our Information Security Management System (ISMS). which is implemented based on AICPA's Trust Services Principles and ISO 27001/27002 as well other leading industry frameworks.

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: Application and infrastructure related changes follow an established change management process.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Regular Vulnerability Assesments by internal and external parties and Annual Penetration Test by an independent third party. Findings are addressed in line with AW security policies and standards
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Arctic Wolf Managed Detection and Response services are used.
• 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: Arctic Wolf maintains an Information Security Incident Response plan. All Security Incidents follow the defined incident response process in the plan.

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: £8,298 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.