Network Utilities (Systems) Ltd

Heimdal Security - Patch and Asset Management

Automate your vulnerability management and save valuable time and resources with a patch management solution that lets you deploy and patch any Microsoft and Linux OS, 3rd party and proprietary software, on-the-fly according to any schedule. With complete visibility and granular control over your entire software inventory.

Features

• Quickly and securely deploy patches and updates
• Install and uninstall vulnerable applications or versions
• Update unknown packages
• Software asset inventory
• Fetch global or endpoint-specific data on historical vulnerabilities
• Blacklisting of both monitored and non-monitored third-party software.
• Unified patching management
• Fully automated patch and asset management
• Rapid deployment of security-critical patches and updates
• Set the time you want to do updates

Benefits

• See any software assets in inventory against installed version
• Create inventory reports for accurate assessments and compliance
• Update or downgrade the software or operating system
• Un-install a supported software you want to target
• Install the selected software to more or all your systems
• Allow users to install given software themselves

£1.30 to £10.85 a device a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

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

Framework

G-Cloud 13

Service ID

310990606060348

Contact

David Bundock
02087833800
frameworks@netutils.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: The wider Heimdal Security Platform, including:; Threat Prevention, ; Patch & Asset Management; Next-Gen Antivirus & MDM ; Application control; Email security; Privilege Access Management
• Cloud deployment model: Public cloud
• Service constraints: None at this time
• System requirements: Windows or Mac based client needs to be installed

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Email and online ticketing is responded to within 4 hours Monday-Friday, no response over the weekend. Urgent matters over the weekend should be raised via the phone number provided.
• 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: No
• Support levels: We provide 24/7/365 support on all products and services we provide. Account Managers are aligned to all accounts acting as a single liaison point. At any point throughout the support process we are able to liaise directly with the vendor to escalate resolution of the issue. All support costs are included in the monthly or annual price service fee.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Implementation and onboarding is all included as part of our fully managed service. This will include training of administrators in the use of the service. Additional end user training can be purchased but is generally unnecessary.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Upon the contract coming to an end the client will be uninstalled from the end point. Any reporting data can be provided in an exported PDF, but with no user data held within the platform out side of the log data nothing further is available to be provided.
• End-of-contract process: We would work with the customer to ensure a smooth migration away from the Heimdal product, including any assistance required with advice on removal of the clients from the endpoints.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Next-Gen Antivirus comes with powerful Mobile Device Management (MDM) features that empower you to supervise your mobile device fleet from anywhere in the world and from any Windows-compatible machine. Remote-wipe or lock all stolen devices and accurately pinpoint the location of your misplaced smartphones. No more misplaced assets.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: A web portal is used for the configuration and management of the platform. The portal can be used to set configuration and policy, assign licences, deploy clients, run reports and review update activity. The portal is used across all of the Heimdal products, providing a single pane of glass across the entire Heimdal estate. This allows the customer to unlock the full potential of advanced antivirus, USB device control, firewall management, scanning modes and more.
• Accessibility standards: None or don’t know
• Description of accessibility: From an end-user perspective a client is installed on the endpoint, with minimal interaction with the user. It provides high levels of protection with minimal impact.; ; Administrators of the platform administer the solution via a web based portal accessible via username, password and MFA. This can be accessed via any Internet enabled device.
• Accessibility testing: Unknown
• API: Yes
• What users can and can't do using the API: API setup is only available to the administrators of the platform.; ; The API is available to provide integration with existing reporting systems. This is a one time setup undertaken by the customer administrator(s), with no additional access required by end users. The API provides rich data on threats, scans and deployment uptake.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Buyers can customise the service within the parameters of the rules and policies defined within the platform. Templated security policies can be adapted to provide a bespoke experience to the customer while still maintaining the robust security position the solution is in place to deliver.

Scaling

• Independence of resources: The clients operate independently of the cloud infrastructure so no amount of load placed on the service or service interruption would directly impact the end user experience. That being said we operate a series of robust SLAs, guaranteeing quite response times to identified issues (30 minutes), along with access to a 24/7/365 support desk.

Analytics

• Service usage metrics: Yes
• Metrics types: Gain extensive vulnerability intelligence on your patched software and the current liabilities in your environment. This enables you to assess the need to intervene on certain endpoints if a risk persists for too long. An extensive lifetime history reporting is available through Excel spreadsheets reporting or API. Get complete visibility over your endpoints and software applications from the unified Heimdal Dashboard.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Heimdal Security

Staff security

• Staff security clearance: Other security clearance
• 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
  • European Economic Area (EEA)
  • Other locations
• 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 is stored in public cloud with robust security and protection measures in place.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Not applicable
• Data export formats: Other
• Other data export formats: Not applicable
• Data import formats: Other
• Other data import formats: Not applicable

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: We guarantee 99.99% availability of the end user client. This operates independently of the cloud infrastructure so is immune of any service impacting outages or issues. This is predicated on the client being deployed on the endpoint with all required services running.; ; Access to the administration portal is via any web enabled device. The client portal is delivered with a 95% availability guarantee. This is achieved via a distributed design utilising the public cloud infrastructure.
• Approach to resilience: Access to the administration portal is via any web enabled device. The client portal is delivered with a 95% availability guarantee. This is achieved via a distributed design utilising the public cloud infrastructure. Further information around the architecture of the solution is available on request.
• Outage reporting: Any outages are reported either via an API or email alert. Email alerts will be sent to nominated administrators within the customer.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: The user will authenticate by Email address - It is highly recommend that MFA is enabled on the account. This is supported and mandated through the management interface.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS International
• ISO/IEC 27001 accreditation date: 08/04/2013
• What the ISO/IEC 27001 doesn’t cover: All areas of information security are covered in the ISO27001, the Information Security Manual can be provided for review if necessary.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: All policies are in line with ISO27001; Access control policy; Network access control policy; Anti-piracy policy; Backup policy; Data protection policy; Data security - storage; Data security - disposal; Data security - use of personal data; Data security - it security; Data breach notification policy; E-mail & internet acceptable usage policy; Laptop policy – security; Network systems monitoring policy; Password policy; Remote access and mobile computing policy; Usb memory sticks usage policy; Virus protection policy; ; Policies are formally reviewed at least twice a year with monthly information security management meetings held to review their ongoing suitability and staff adherence to. We record any non-conformances centrally in a register and address directly with staff.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The organisation defines and maintains configuration and change management of the customers estate. Changes to systems are communicated to all stakeholders with any impactful changes requiring authority from the customer administrator. All changes are undertaken to ITIL standards with both the directly impacted resource and the wider estate tracked both during and post implementation. The change management process accommodates urgent changes, standard changes, and routinely occurring preapproved changes. The specific change process is made available via the service agreement.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We operate a full 24/7/365 security operations centre which collects, aggregates, and normalises log data from hundreds of sources for AI enabled analysis using an analytics platform, SIEM, threat intelligence, and individuals. Our service identifies threat-like behaviour in your ours and our customers systems such as impossible logins, multi-factor bypass, coordinated attacks, and rogue agents. The service identifies unpatched and vulnerable services not identified by the 7 day patch and update cycle undertaken within the routine maintenance policy. We also operate a patch and asset management solution that automate patch identification and delivery.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We operate a full 24/7/365 security operations centre which collects, aggregates, and normalises log data from hundreds of sources for AI enabled analysis using an analytics platform, SIEM, threat intelligence, and individuals. Our service identifies threat-like behaviour in our systems such as impossible logins, multi-factor bypass, coordinated attacks, and rogue agents. When an escalated incident requires remediation, our SOC experts are available to provide remediation assistance and advice identifying the threat and removing the risk. Our internal SLA is a maximum 30 minute response time for critical alerts.
• Incident management type: Supplier-defined controls
• Incident management approach: All company systems and client services are monitored for availability (and degradation e.g. high CPU or disk space usage). There is also a remote SOC/ SIEM service used for internal monitoring. These are in operation 24/7/365 underpinned by the 24 hour support desk, manned by experienced, accredited technical staff with access to vendor escalation if necessary. Any incidents are logged in our call management system and become part of our incident management process. Based on our priority/ response time/ escalation matrix and ensures that the correct resource is allocated to speedy technical resolution and timely, regular communication with all stakeholders.

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

• Fighting climate change:

  Fighting climate change

  Network Utilities (Systems) Ltd Social Value & Environmental Policy outlines the company’s ongoing responsibility to the environment beyond legal and regulatory requirements.; The Company recognises and is committed to reducing its environmental impact and where possible will continually improve its environmental performance as an integral part of its business strategy and operating methods, with regular review points.; ; The company’s commitment during the next Two years; • Install two electric charging points for staff and visitor’s cars; • Replace engineer’s vans with electric vehicles; • Increase Data Centre temperatures to reduce air conditioning requirement, as technology allows higher temperatures; • Reduce internal Data Centre PUE rating by improved free air cooling and more efficient equipment; • Purchase Carbon Credits from the new scheme to off-set our Data Centre footprint; • Replacing any office & office kitchen appliances with high energy star only; • Switch energy supplier to one offering “Renewable Energy Tariff”; • Enhance and develop our employee health and wellbeing program; The company’s vision 2025/30 and beyond:; • Become Carbon Neutral Certified; • 100% of Network Utilities offices to be zero waste; • Optimise all water use including reclaiming, recycling, replenishment and treatment.
• Covid-19 recovery:

  Covid-19 recovery

  From the 1st of April, responsibility for managing COVID in the workplace became the responsibility of the company. Even though the legal obligation to self-isolate has ended, the company still has a legal duty to take ‘reasonable steps’ to protect the health and safety of all its employees and has to decide what approach to self-isolation will be. New guidance has yet to be released but it is expected that this will recommend that individuals who test positive for COVID-19 should stay at home and avoid contact with others.; ; Clinically vulnerable employees may be particularly anxious at this time, and the company has considered how best to meet its duty of care, bearing in mind that measures that may be sufficient to reduce the danger for most employees may not be adequate for others. This will continue to involve consideration of individual risks in relation to clinically vulnerable employees and/or those who live with clinically vulnerable people.; ; With this in mind the company have agreed the following:; ; All staff can change to hybrid working (home/office) for the foreseeable future in the hope to ease any concerns employees may have with Covid issues.; ; Any member of staff testing positive remain at home and “self-isolate” until testing negative; ; Any member of staff coming into contact with someone testing positive are not to come in to the office for 7-consecutive days
• Tackling economic inequality:

  Tackling economic inequality

  As an organisation we attempt to do everything we can to address the economic equalities in society. All our employees are paid significantly more than the living wage, with additional benefits such as flexible working and private healthcare included within an employees contract. We work with local educational establishments to provide work experience placements and apprenticeship schemes, enabling younger people entering the industry the opportunity to gain real world experience and opportunities.
• Equal opportunity:

  Equal opportunity

  Network Utilities (Systems) Ltd (the Company) is committed to achieving a working environment which provides equality of opportunity and freedom from unlawful discrimination on the grounds of race, sex, pregnancy and maternity, marital or civil partnership status, gender reassignment, disability, religion or beliefs, age or sexual orientation. This Policy aims to remove unfair and discriminatory practices within the Company and to encourage full contribution from its diverse community. The Company is committed to actively opposing all forms of discrimination.; The Company also aims to provide a service that does not discriminate against its clients and customers in the means by which they can access the services and goods supplied by the Company. The Company believes that all employees and clients are entitled to be treated with respect and dignity.; Any and all personal data used in connection with this Policy shall be collected, held, and processed in accordance with the Company’s Data Protection Policy.; Objectives; • To prevent, reduce and stop all forms of unlawful discrimination in line with the Equality Act 2010.; • To provide genuine equality of opportunity for all employees and job applicants;; • To ensure that individuals are treated equally and fairly and do not receive less favourable treatment or financial reward through direct or indirect discrimination, harassment or victimisation;; • To encourage everyone to take an active role in combating all forms of harassment and discrimination.
• Wellbeing:

  Wellbeing

  The Company believes that its employees are its most valuable resource and that their wellbeing is vital to effective performance at work and the continued provision of high-quality services. To this end, the Company is committed to providing maintaining and promoting a healthy and supportive working environment. ; ; Under the terms of the Health and Safety at Work Act 1974,the Company has a duty to ensure the health and safety of its employees as far as is reasonably practical. ; ; The Management of Health and Safety at Work Regulations 1999 place a duty on the Company to assess and control the degree of stress in the workplace. ; ; The Equality Act 2010 places a duty on the Company not to discriminate against employees who suffer from a disability under the Act, which includes long term ill health caused by stress at work. Although the Company has no control over external or personal factors, it is committed to managing stress and risks within its control, and to providing support to employees who are suffering from stress.

Pricing

• Price: £1.30 to £10.85 a device a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A free trial is available on request. These are typically provided over a 14 day period and allow the administrator to deploy the client to a small number of devices while having access to the reporting and configuration portal.

Service documents

• Pricing document

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