BeyondTrust Remote Support

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: UK and EU based data centres are available. 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: Web chat is accessible via our website https://www.beyondtrust.com/docs/index.htm
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.
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: BeyondTrust

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: 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: Physical access control, complying with SSAE-16 / ISAE 3402

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)

Other
Other protection between networks: Available on Request
Data protection within supplier network: TLS (version 1.2 or above)

Other
Other protection within supplier network: Available on Request

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 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 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:

A8.3.3 – Media Handling; BeyondTrust does not transfer physical media
A14.2.7 – Outsourced Development; BeyondTrust does not outsource software development.
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 17/03/2017
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: N/A
PCI certification: Yes
Who accredited the PCI DSS certification: Self-certified, Level 4
PCI DSS accreditation date: 27/02/2024
What the PCI DSS doesn’t cover: BeyondTrust's solutions/development practices.
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: https://www.beyondtrust.com/security/industry-certifications

SOC2 TypeII

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 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

Tackling economic inequality

BeyondTrust Employee Resource Groups (BTRGs) are a core component of our Diversity & Inclusion initiatives by providing centralized support and programming for our employees, as well as a place to explore identity (their own and that of others). BTRGs are centered on community, education, and appreciation in order to humanize the workplace, build relationships, and celebrate our differences for an enhanced employee experience. All BTRGs are open to all employees BTRGs promote diversity, openness, education, and inclusiveness BTRGs respect differences in beliefs and opinions BTRGs host both regular community gatherings and larger events for the company aimed at connection, education, and celebration/appreciation. Each BTRG has an has open, active, Teams channel which allows employees to connect and explore different groups on their own. BeyondTrust is continually growing and expanding our resource groups to support the growing diversity of its employees. Current BTRG's include: Women and Allies The Women and Allies group is dedicated to creating a safe and inclusive environment for open communication and engagement within the female-identifying community and among their allies. It also aims to develop and grow careers for women at BeyondTrust and increase visibility on topics relating to the female experience at BeyondTrust.

Pricing

Price: £1,783.00 a licence a year
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Trial available via website
Link to free trial: https://www.beyondtrust.com/remote-support

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

BeyondTrust Remote Support

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents