Sapphire

Secure Access Service Edge SASE/ Zero Trust Network

Secure access service edge (SASE) frameworks enable a unified approach to connectivity and security for a hybrid workforce and decentralised deployment of devices, applications and services. Zero Trust Network Architecture applies zero trust concepts to network infrastructure. User or device access is based on identity and context, and continuously reassessed

Features

• Hybrid internet access
• Granular, full-mesh private access between users, sites and resources
• Secure SD-WAN implementation
• Implement least privilege and zero trust concepts securely
• Networks, identities, devices, workloads, data, analytics, visibility and automation
• Combine real-time intelligence and monitoring to secure your estate

Benefits

• Implement secure network architecture
• Leverage technology to support your business growth
• Protect the critical assets and identities of your business
• Grant access only with identities are authenticated and authorised
• Enable dynamic, least-privileged access based on identity
• Reduce the risk of lateral movement
• Block infected devices from accessing corporate data and assets
• Protect data from theft, corruption, and unintentional loss

£4 to £100,000 a user a month

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 katie.smith@sapphire.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

301412770090511

Contact

Katie Smith
0845 58 27001
katie.smith@sapphire.net

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: Optics™ interfaces with Dot™, our OT asset discovery and vulnerability management solution, and Profile™ our OT compliance solution.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Please refer to end user license agreement, our terms and conditions, and fair use policy.
• System requirements: Access to an up-to-date web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: " Standard Support Customers have an SLA of 4h for Severity 2,3,4 Questions and 30 Minutes for Severity 1 Questions. ; Premium support customers have an SLA of 4h for sev 3-4, 2h for sev 2, and 30 mins for sev 1. ; Elite support customers have an SLA for 4h for Sev 3-4, 30 mins for Sev 1-2. "
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: This service is supported 9-5 Monday to Friday excluding public holidays. ; ; Our target SLA for 9x5 Business Day. Response Time Severity 1: 30 Minutes, Severity 2,3,4 is 4 Hours or next working day where appropriate ; ; Severity 1 is defined as totally service affecting/service down ; ; Level 1 - Sapphire Helpdesk ; ; The first point of escalation should always be the Sapphire HelpDesk and escalation must be separate from the initial call to log the fault. The customer must obtain a case reference number for the fault. ; ; Level 2 - Sapphire Professional Services Manager ; ; This is the second point of escalation in the event of the HelpDesk being uncontactable or an increase in call priority being required. The Cloud customer should quote the case reference number provided. ; ; Level 3 - Sapphire Business Services Director ; ; This is the third point of escalation in the event of the Manager being uncontactable or a further increase in call priority being required.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: There is a deployment guide or you can use Professional Services to install and deliver training on advanced configurations
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users can export reports before access to the service is ended, as would have taken place during normal operation of the service.
• End-of-contract process: When a contract is ended, the entire customers tenancy is deleted on the backend and all customer data is removed from the database systems associated with that tenancy ID.

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: Yes
• User support accessibility: None or don’t know
• Description of service interface: Through a management GUI
• Accessibility standards: None or don’t know
• Description of accessibility: N/A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Bespoke APIs can be designed and implemented for customers on an individual basis at additional cost.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Bespoke features can be designed and implemented for customers on an individual basis at additional cost.

Scaling

• Independence of resources: Each customer is provided with a separate tenancy with its own automatically scalable resources on demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Fully automated logging giving detailed forensic analysis of Network activity, attacks and compliance of your cloud security infrastructure
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Checkpoint/Forcepoint/Beyondtrust

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: There are export features within the GUI for PDF reports
• Data export formats: Other
• Other data export formats: PDF
• Data import formats: Other
• Other data import formats: N/A

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: This is related to the customer's underlying cloud infrastructure , where we are to provide the cloud additionally we aim for 99% availability monthly with support 9-5 Monday to Friday.
• Approach to resilience: Available on request
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: 2-factor authentication; Limited access network (for example PSN); Username or password; Other
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access 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: SGS United Kingdom Ltd
• ISO/IEC 27001 accreditation date: 12/09/2023
• What the ISO/IEC 27001 doesn’t cover: None, the whole organisation is within scope.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: IASME Cyber Assurance

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: Cyber Essentials and Cyber Essentials Plus
• Information security policies and processes: We are ISO 27001 compliant.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We align to ITIL standards and deploy changes within a change board process. We ensure regression steps are in place before configuring a change. Where relevant and appropriate we will consult with customers before making the change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Microsoft performs all vulnerability management of the azure and service components. Sapphire owned and operated systems follow our ISO accredited vulnerability management process and comply with Cyber essentials plus. Our process includes (1) update by default (2) full asset register and identification (3) triage, prioritise, identify workarounds for unavailable fixes) (4) all don't update decisions are recorded, reviewed and actioned when appropriate (5) the process is regularly review and all exceptions or mitigations are verified and validated. We utilise a combination of our VM vendor, threat intelligence and monitoring to assign prioritisations and typically remediate within 5 days
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Sapphire utilises our MXDR service to monitor and defend Sapphire, this includes threat modelling to identify log prioritisation and requirements 24x7, full analysis and investigation of all events (both alerted and identified through threat hunting), the integration of threat intelligence for further context and enrichment, and the SLA driven responses of both active (contain, isolate remediate) and passive guided (for business critical assets) all responses include both immediate containment, and more strategic recommendations to prevent recurrence. We triage all alerts within 15 minutes, and respond in a prioritised manner with the highest priority responses within 30 minutes.
• Incident management type: Supplier-defined controls
• Incident management approach: Sapphire maintains an incident response process that is accredited under ISO 27001, and covers predefined playbooks for all incident types, we actively encourage user reporting through our help desk and security culture, reinforcing and evangelising this through regular user awareness and testing. All incidents are reported and follow a process of notification to any impacted clients. This is augmented by independent partner incident response capability and assisted by live feedback from our incident response team and partners relating to client incidents allowing us to iterate and improve this process.

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
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We make sure that we recycle where we can and take appropriate modes of transport to get to clients. Our offices in Darlington and Glasgow are easily accessible by public transport meaning that many of our colleagues go to an office by these means. For other colleagues, we offer remote working, and colleagues are able to attend an office when they need We are pricing our services to encourage customers to prefer remote access and remote working where possible. One of Sapphire staff is undertaking a part time PHD studying the carbon consequences of cyber crime and it’s mitigation which is inclusive of Sapphire customers and partners.

  Covid-19 recovery

  We have encouraged our staff back to office working especially in the SOC which runs 24*7 shift patterns. We have recently engaged in local communities by hiring space in local charity buildings for company meetings as in house face to face meetings. We have performed pro-bono work with charities to check their security status and help them move onwards from Covid in the face of increased cyber attacks on charities.

  Equal opportunity

  We have an Equal Opportunities policy which everyone in Sapphire adheres to. We are currently at 29% of females in our organisation, a number that has grown over the last few months. Our recruitment processes allow us to interview the best people for the roles we have available, and we insist on 50:50 short-lists for all roles. We value the views of others and see as a strength our openness to challenge. We employ military reservists, and are supportive of their overseas deployment commitments on behalf of HM Government. Recently we have signed documentation to join the NCSC Cyber First scheme to help young people especially women and girls to join the ranks of cyber professionals. We also mentor young people who are keen to move into cyber at some stage in their career.

  Wellbeing

  We take the wellbeing of our colleagues seriously; we offer an Employee Assistance Programme, have health cover, a pension scheme and Life Cover. We also provide opportunities for colleagues to Give Back to local projects/schemes and they can use a day a year to do this.

Pricing

• Price: £4 to £100,000 a user a month
• 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 katie.smith@sapphire.net. Tell them what format you need. It will help if you say what assistive technology you use.