CREATIVE NETWORKS LIMITED

Endpoint Detection and Response (EDR)

Our Endpoint Detection and Response (EDR) service protects desktops, laptops, servers, and mobile devices by continuously monitoring for malware, ransomware, and suspicious activity. It provides real-time threat detection, automated response, and centralised visibility, helping organisations reduce security risks, respond to incidents quickly, and maintain compliance with regulatory requirements.

Features

• Real-time threat detection monitors endpoints and detects threats instantly.
• Automated threat response isolates and remediates compromised devices automatically.
• Centralised management console single dashboard provides visibility across all endpoints.
• Behavioural analytics identifies suspicious activity using advanced algorithms quickly.
• Ransomware protection prevents, detects, and mitigates ransomware attacks effectively.
• Malware detection and removal detects and removes viruses, trojans, spyware.
• Endpoint isolation quarantines compromised devices to contain threats rapidly.
• Threat intelligence integration uses global data for improved threat detection.
• Compliance reporting generates logs and reports for regulations efficiently.
• Cross-platform support protects Windows, macOS, Linux, and mobile devices.

Benefits

• Rapid threat response quickly contain and remediate security incidents.
• Improved endpoint security protects devices from malware and ransomware attacks.
• Centralised visibility manage all endpoints from a single dashboard.
• Reduced business risk minimise potential data breaches and operational disruptions.
• Automated workflows streamline threat detection and response processes efficiently.
• Regulatory compliance generate reports for audits and governance requirements.
• Continuous monitoring maintain 24/7 protection across all endpoints.
• Enhanced productivity IT teams spend less time managing security issues.
• Threat intelligence insights leverage global data anticipating and preventing attacks.
• Cross-platform management secure Windows, macOS, Linux, and mobile endpoints.

• 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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

431599239204715

Contact

Azeem Javed
03303337337
aj@creative-n.com

About the service

• Service categories:
  • Systems Infrastructure Software
    • Security
      • Endpoint security
        • Endpoint security
• Multi cloud support: Yes

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: Our EDR service can integrate with antivirus/endpoint protection platforms, SIEM systems, threat intelligence platforms, IT asset management tools, cloud platforms, and identity and access management systems.
• Cloud deployment model: Hybrid cloud
• Service constraints: Hardware/OS requirements – supported only on Windows, macOS, Linux endpoints; certain older versions may not be supported.; Agent installation required – endpoints must have the ESET agent installed to function.; Internet connectivity – cloud features require network access for reporting, updates, and console management.; Planned maintenance windows – occasional updates or maintenance may cause brief service unavailability.; Licensing limits – number of endpoints managed depends on subscription tier.; Integration requirements – some advanced features may require SIEM or other security platform integration.
• System requirements:
  • Supported OS: Windows 10, 11, Server 2012-2022, macOS, Linux.
  • Minimum 2GB RAM per endpoint for proper operation.
  • Minimum 5GB free disk space for agent and logs.
  • Internet connection required for cloud console and updates.
  • ESET agent must be installed on each endpoint.
  • Supported browsers: Chrome, Edge, Firefox for management console access.
  • Administrative privileges needed for agent installation and updates.
  • Firewall allowing outbound connections to ESET cloud servers.
  • Subscription license required for each managed endpoint.
  • Compatible with virtual machines: VMware, Hyper-V, and Citrix environments.

User support

• Email or online ticketing support: Yes
• Support response times: Support response times - 08:30 - 18:00 Weekdays, excluding Bank Holidays. Out of hours support available where necessary. 30 minutes to 8 hour response dependent on priority call, P1 - 30 mins, P2 - 1 hour, P3 - 4 hours, and P4 - 8 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• AI chatbot: Yes
• Web chat support accessibility standard: EN 301 549
• Web chat accessibility testing: We have not conducted any testing of web chat accessibility with users employing assistive technology.
• Onsite support: Yes
• Support levels: End-user training can be provided at an ad hoc cost. We provide a UK based Service Desk for support. Out of hours support is available. Our helpdesk is made up of 1st, 2nd and 3rd Line technical expertise. A Technical Account Manager will be assigned as standard as a part of our standard and premium IT Support, see our pricing schedule and SFIA Rate Card for details.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We help users begin quickly through a combination of onsite and online training, complemented by comprehensive documentation. Onsite Training: Skilled instructors deliver hands-on sessions covering setup, configuration, and operational workflows, allowing users to ask questions and gain practical experience. Online Training: Flexible webinars and virtual classrooms enable users to learn at their own pace from any location. User Documentation: Manuals, guides, FAQs, and knowledge base articles provide setup instructions, troubleshooting, best practices, and advanced configurations. This blended approach ensures users receive tailored support, empowering them to confidently configure, operate, and optimise the service.
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding/offboarding guides are digital, browser-accessible, and structured with screenshots and step-by-step instructions.
• End-of-contract data extraction: Users can export logs, alerts, reports, and configurations in CSV, PDF, or JSON. Cloud data is deleted upon request at contract end.
• End-of-contract process: At the end of the contract, services continue on a rolling 30-day agreement until either party gives notice. If the client chooses to exit, Creative Networks will assist with transition and migration of services to ensure continuity and a smooth handover.; ; Where applicable, an Exit Plan will be delivered, including:; ; Separate mechanisms for Ordinary Exit and Emergency Exit.; ; Management structure during service transfer or cessation.; ; Detailed processes for transfer, cessation, data migration, and technology segregation.; ; Scope of any Termination Services and associated charges.; ; Timetable highlighting critical issues and required actions.; ; Included in the contract price: standard transition support, planning, and documentation.; Additional costs: may apply for extended Termination Services beyond the agreed scope.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• 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: Desktop provides full EDR features including threat detection, isolation, and analytics. Mobile offers malware protection, web security, and remote management, with some advanced features limited by mobile OS restrictions.
• Service interface: Yes
• Description of service interface: Accessible via a browser-based console for managing and monitoring all endpoints
• Accessibility standards: EN 301 549
• Accessibility testing: We have not yet conducted formal testing of the service interface with assistive technology.
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: API allows endpoint registration, policy updates, alert management, and reporting. Advanced features require web console.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Administrators can customise policies, alerts, dashboards, reports, and API integrations via console or API.

Scaling

• Independence of resources: Our service is delivered via a multi-tenant cloud architecture with resource isolation. Each user’s data, processing, and monitoring tasks are logically separated to prevent performance impact from other tenants. Autoscaling and load-balancing ensure consistent performance, so user operations remain reliable regardless of demand from other customers.

Analytics

• Service usage metrics: Yes
• Metrics types: Provides metrics on service usage, monitored accounts, alerts, compliance, and remediation actions.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can export data directly from the web dashboard in standard formats such as, CSV. Exports include security findings, compliance reports, and audit logs. Access is controlled via user permissions to ensure secure handling.
• Data export formats: CSV
• 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: We guarantee 99.9% service availability measured monthly. This is backed by our Service Level Agreement (SLA). Scheduled maintenance is communicated in advance and does not count toward downtime. High-availability architecture and redundancy ensure continuous service.
• Approach to resilience: The service is built on a resilient, multi‑tenant cloud architecture with redundancy across independent infrastructure zones. Critical components are distributed to prevent single points of failure. Data is replicated and backed up regularly to ensure continuity. Automated failover and load‑balanced services maintain uptime during component outages. Detailed resilience and datacentre configuration information is available on request.
• Outage reporting: Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted based on role-based access control (RBAC). Only authorised users can view or modify configurations, policies, and reports. Support staff access is limited to necessary troubleshooting tasks and is logged. All access requires secure authentication, including MFA where supported, and is regularly reviewed and audited.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

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: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Less than 1 month

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We follow formal information security policies aligned with ISO 27001 and UK government guidance. Policies cover access control, data protection, incident management, change management, and cloud security operations. The security team reports to senior management, and compliance is enforced through regular audits, monitoring, and mandatory staff training. Security incidents are logged, escalated, and remediated according to documented procedures.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All service components are tracked throughout their lifecycle using a formal configuration management system. Changes are logged, assessed for security impact, and tested in controlled environments before deployment. Critical updates follow a documented approval process, and post-deployment monitoring ensures changes do not affect security, functionality, or service availability.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We continuously assess potential threats to our service using automated scanning, threat intelligence feeds, and industry alerts. Vulnerabilities are prioritised based on risk and impact. Patches and mitigations are deployed promptly following testing and change management procedures. Sources of threat information include NCSC advisories, vendor security bulletins, and trusted cybersecurity feeds.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We continuously monitor cloud environments for unusual activity, misconfigurations, and policy violations. Potential compromises are identified through automated alerts, anomaly detection, and correlation with threat intelligence. Incidents are logged, assessed, and escalated immediately to the security team. Response actions are initiated promptly following documented procedures to minimise risk and impact.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: We have pre-defined processes for common security events, including misconfigurations, policy violations, and system alerts. Users can report incidents via, email, or support portal. All incidents are logged, investigated, and escalated according to severity. Incident reports are provided to users with root cause analysis, actions taken, and recommended mitigation.

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A time-limited trial is available to evaluate EDR functionality, deployment, and reporting.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 5%
• Between £250,000 and £500,000: 6%
• Between £500,001 and £1,000,000: 7.5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: UKAS
• ISO/IEC 27001 accreditation date: Tuesday 14 October 2025
• What the ISO/IEC 27001 doesn’t cover: All standard service delivery processes are covered under ISO 27001. Non-standard or ad hoc consultancy services, and services delivered by external partners, are not covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: UKAS
• ISO 9001 accreditation date: Tuesday 14 October 2025
• What the ISO 9001 doesn’t cover: All standard service delivery processes are covered under ISO 9001. Non-standard or ad hoc consultancy services, and services delivered by external partners, are not covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 7d681934-2470-4d31-8581-9269136f9c2a
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 9b81d8c9-2100-4840-a77b-8411b8d6574c
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • Ensuring new workers are informed of their right to join a trade union
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
  • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.