Palo Alto Prisma SD Wan

Service scope

Service constraints: N/A
System requirements: TBC

User support

Email or online ticketing support: Email or online ticketing
Support response times: 24x7x365 Support
Priority 1 (Critical) - < 1 Hour
Priority 2 (High) - 2 Hours
Priority 3 (Medium) - 4 Hours
Priority 4 (Low) - 8 Business Hours
Support Service Level Agreements (SLA) are identical for Monday to Friday and Weekends/Public Holidays.
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AAA
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: Onsite support
Support levels: All products come with a standard support offering included which entitles the customer to 24x7x365 email, telephone and web support.
A dedicated "Resident Engineer" is available as an additional purchase at $443,000 USD (List Price)
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Palo Alto Networks offers on-site training (EDU-210, EDU-214, EDU-220, EDU-330, and more) and online training (EDU-110, EDU-114, EDU-120, etc.).
In addition, publicly accessible user-documentation which details everything from initial setup through to ongoing maintenance & usage and how to use the API.
Professional Services are also available in the form of "Quickstart" packages to rapidly onboard organisations.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: All customer data is exportable should the contract come to an end.
Cloud data that Palo Alto Networks hold on an organisation/tenant can be exported and deleted by contacting Palo Alto Networks support. If no contact is made data will automatically be purged after 90 days post cessation of the contract(s).
End-of-contract process: At the end of the contract, if the organisation chooses not to renew and continue with the service all data pertaining to the organisation is deleted. If the organisation chooses to renew then the service continues as normal. 90-days prior to the contract expiration date an initial reminder email is sent, followed up by gradually increasing reminders until the date of expiration.

Using the service

Web browser interface: Yes
Using the web interface: The web interface is accessible either by the dedicated management interface

All features and functionality are primarily delivered through the web interface.
This includes the initial setup, Zero touchsetup, Addition of hardware(ION), system-configuration, network-configuration, supporting objects configuration, security policy creation, monitoring and reporting.

A role-based access control mechanism is available if desired to restrict certain users/roles to only certain configuration functions or views.
Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
Web interface accessibility testing: The web interface is accessible either by the dedicated management interface
Access to this management interface can be restricted by IP address and (or) User if desired.
API: Yes
What users can and can't do using the API: The RESTful API has near full-functionality of what is available through the command-line interface (CLI) or the web-interface. The API can be used to program practically any aspect of the platform and then be used to monitor and report the health and data the platform itself holds. The API can also be used to “Bootstrap” or provision the NGFW to cut-down on deployment time. There are prebuilt examples of using the API to integrate with other third-party services to streamline operations and improve efficiency.
API automation tools: Ansible

Chef

OpenStack

SaltStack

Terraform

Puppet

Other
Other API automation tools: Python/Go Libraries available

Demisto (Cortex XSOAR)
API documentation: Yes
API documentation formats: HTML

PDF
Command line interface: Yes
Command line interface compatibility: Linux or Unix

Windows

MacOS
Using the command line interface: The command-line interface (CLI) used by the NGFW is accessible via telnet, SSH and serial.
The CLI can be utilised to configure and manage all aspects of the platform.
The CLI has two primary operating modes, an “operator” read-only mode which is used to display information and configuration, the other being a “configurator” read-write mode which can be used to make configuration changes.
The CLI also supports role-based access control (RBAC) allowing for more granular control over what can and cannot be done per user.

Scaling

Scaling available: Yes
Scaling type: Automatic
Independence of resources: Quality of service policies can be leveraged to restrict and control/shape traffic using Layer 3-4, user and application information to ensure that no single entity/user can abuse the available bandwidth and processing power available.
The service constantly checks various health metrics to determine if extra capacity is needed. If needed, the service will automatically add compute resource to support the additional load.
Usage notifications: No

Analytics

Infrastructure or application metrics: Yes
Metrics types: CPU

Disk

HTTP request and response status

Memory

Network

Number of active instances

Other
Other metrics: Current active sessions

Layer-7 application statistics: bandwidth, sessions, users etc.

User statistics: bandwidth, sessions, threats, etc.

Known malware and IPS events

Benign, Grayware and Malicious files

File transfer activity

URL Filtering activity
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller providing extra features and support
Organisation whose services are being resold: Palo Alto

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: European Economic Area (EEA)

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 every 6 months
Penetration testing approach: In-house
Protecting data at rest: Physical access control, complying with CSA CCM v3.0

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

Physical access control, complying with another standard

Encryption of all physical media

Scale, obfuscating techniques, or data storage sharding

Other
Other data at rest protection approach: Service are supplied from Google and Amazon Data centers (further information to follow)
Google Security statement
https://cloud.google.com/security/overview/
https://cloud.google.com/security/

AWS Security Statement
https://aws.amazon.com/compliance/data-center/controls/
https://d1.awsstatic.com/whitepapers/aws-security-whitepaper
https://aws.amazon.com/compliance/data-center/data-centers/

All logs are stored in the Cortex data lake, user activity is monitored and stored in the Cortex data lake for the agreed retention period.
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed

Hardware containing data is completely destroyed
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery: Yes
What’s backed up: Only data within the service provided can be backed up

And restored, no external entity can be backed up/restored.
Backup controls: The service configuration can be backed up via API on demand or via the CLI or web interface.
The central managed platform (Panorama) can be scheduled to export configuration data of managed devices via SCP or FTP to an external storage repository.
Datacentre setup: Multiple datacentres with disaster recovery
Scheduling backups: Supplier controls the whole backup schedule
Backup recovery: Users can recover backups themselves, for example through a web interface

Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks: Private network or public sector network

TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Other
Other protection between networks: Palo Alto Networks uses a proprietary encryption layer for telemetry and update services.
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Other
Other protection within supplier network: Palo Alto Networks uses a proprietary encryption layer for telemetry and update services.

Availability and resilience

Guaranteed availability: Palo Alto Networks will use commercially reasonable efforts to make its Prisma Access
service (formerly GlobalProtect Cloud Service, “Service”) available at least 99.99%
during any calendar month. In the unlikely event that Palo Alto Networks does not meet
this service level commitment, Customer will be eligible to receive a service credit.

“Monthly Uptime Availability” is calculated by subtracting from 100% the percentage
of minutes during any calendar month that the Service is not available, excluding
downtime resulting from any planned outage wherein Palo Alto Networks had provided
prior notice or any emergency outage making it impracticable for Palo Alto Networks to
issue advance notice.

If Customer believes it is entitled to a service credit, it must: (a) open a case on the Customer Support Portal (http://support.paloaltonetworks.com) within 24 hours of an outage; and (b) submit a claim on the Claim Dashboard (https://supportcases.paloaltonetworks.com/apex/Communities_Claims) within 5 business days of the outage. When properly submitted, Palo Alto Networks shall use commercially reasonable efforts to adjudicate the claim promptly, no later than 15 days after root cause of the outage has been determined and the case closed.
Approach to resilience: Palo Alto Networks delivers the Prisma Access service utilising public cloud providers Amazon Web Services and Google Compute Platform. Within each of these providers the use of “availability zones” (AZ) to ensure geo and service redundancy and resiliency within a region (e.g. United Kingdom) and at a regional level with traffic being able to be steered to another region/availability zone/location should an incident occur.
Outage reporting: A public dashboard available at status.paloaltonetworks.com and via email alerting

Identity and authentication

User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google apps)

Limited access network (for example PSN)

Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels: Users authenticate to the service utilising the ""GlobalProtect"" software package using any other methods described above.
For users at remote branch locations, authentication can be handed off to local means or to the ""GlobalProtect"" software package.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Limited access network (for example PSN)

Dedicated link (for example VPN)

Username or password
Devices users manage the service through: Dedicated device on a segregated network (providers own provision)

Dedicated device on a government network (for example PSN)

Dedicated device over multiple services or networks

Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: Users contact the support team to get 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: Available on request
ISO/IEC 27001 accreditation date: Available on request
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: Available on request
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: Available on request
PCI DSS accreditation date: Available on request
What the PCI DSS doesn’t cover: N/A
Cyber essentials: No
Cyber essentials plus: No
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: Palo Alto Networks has a formal Enterprise Risk Management program, which includes the performance of an annual risk assessment, with periodic updates, as applicable, to identify and assess key risks and their mitigation approaches. The scope of the program encompasses information security risks and product risks. Our security program consists of a risk-based approach that includes administrative, technical and physical safeguards reasonably designed to protect the confidentiality, integrity and availability of customer data. Palo Alto Network's information security program is aligned to ISO 27001/2, and includes key controls from HIPAA, PCI and SOC2.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Both Palo Alto Networks and the end-user organisation are in full control of their relevant and respective change control processes.
Additional details are available upon request.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Applications and software that collect, transmit or display, or process End User Data, Palo Alto Networks conducts an application security assessment review to identify common security vulnerabilities as identified by industry recognized organizations annually or for all major releases, whichever occurs first. The scope of the security assessment will primarily focus on application security, including, but not limited to, a penetration test of the application, as well as a code review.

Palo Alto Networks utilizes a qualified third party to conduct the application security assessments. Palo Alto Networks may conduct the security assessment review directly, following industry standard best practices.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Applications and software that collect, transmit or display, or process End User Data, Palo Alto Networks conducts an application security assessment review to identify common security vulnerabilities as identified by industry recognized organizations annually or for all major releases, whichever occurs first. The scope of the security assessment will primarily focus on application security, including, but not limited to, a penetration test of the application, as well as a code review.

Palo Alto Networks utilizes a qualified third party to conduct the application security assessments. Palo Alto Networks may conduct the security assessment review directly, following industry standard best practices.
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: This information is available upon request

Secure development

Approach to secure software development best practice: Supplier-defined process

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
Who implements virtualisation: Supplier
Virtualisation technologies used: Other
Other virtualisation technology used: Amazon Web Services, Google Compute Platform
How shared infrastructure is kept separate: Each organisations compute instances are unique to that individual organisation with logical separation being achieved at the cloud provider level. This ensures that no virtualised infrastructure is shared organisation to organisation and each respective organisations data and network traffic is isolated from one another.

Energy efficiency

Energy-efficient datacentres: Yes
Description of energy efficient datacentres: Available on request

Fighting climate change: Fighting climate change

Phoenix is Carbon Neutral - eight years ahead of government targets. We have achieved this by offsetting our operational emissions with carbon credit-approved schemes. By 2026 we will have further reduced our emissions by 50%, and by 2040 we will be Carbon Net-Zero.

We are ISO 14001 certified and hold IEMA membership. In addition, we have developed a Sustainability Carbon Accounting System, which is updated monthly and work closely with suppliers to ensure compliance and best practice throughout our supply chain and operations.

Contract waste will be minimised by recycling wherever possible, removing any general waste we create, and most crucially using cloud technology:

Our clean air low carbon initiatives reduce the impact of our car emissions on the environment and support people's health:

• All company cars are electric vehicles
• Car Share programmes
• Flexible working hours for public transport timetables
• Electric vehicle charging points in the car park for all employees to use on personal or company vehicles
• Use of public transport centrally arranged and promoted for customer visits as the preferred choice of travel
• Hybrid working environment with staff only required to travel to the office 2-3 times a week.
• No 'car idling' policy

To support customers on G-Cloud in fighting climate change, we will deliver the following sustainability workshops free of charge:

• Explore how Microsoft technology can help you record, report, and reduce your carbon emissions in one platform
• Understand how to procure ICT kit for a circular economy, accounting and mitigating for the carbon cost of your hardware
• Discover how you can implement ISO 14001 principles for robust environmental governance and compliance
• Learn how to engage your workforce and change their behaviours to work in greener ways, reducing paper and mileage
Covid-19 recovery: Covid-19 recovery

N/A
Tackling economic inequality: Tackling economic inequality

Phoenix takes our responsibilities seriously around our supply chain to tackle economic inequality, increase resilience and capacity, and create new business, new jobs, and new skills.

We are committed to working with a diverse supply chain to provide a route to market, with over 70% of our services supply chain represented by SMEs. In addition, Phoenix is a signatory of the Prompt Payment Code to show our dedication to driving change towards fair payment terms and boosting the economy.

A member of our Alliances Team works with each partner to give them the necessary support to help them achieve their goals. We operate open-book pricing models with most of our partners to ensure fair margin allocation and encourage implementing improvements for mutual gain-share.

Phoenix ensures its suppliers are treated fairly, ensuring invoices are paid on time as well as promoting fair commercial arrangements. Phoenix encourages all suppliers that the products they supply are from sustainable sources and have excellent quality and environmental practices. This includes ensuring that human rights are adhered to throughout the supply chain. Phoenix is an ethical employer and is committed to raising its staff's well-being, living standards, skills, and health.

These values are upheld in our Supplier Code of Conduct (www.phoenixs.co.uk/about-us/corporate-policies/supplier-code-of-conduct) with our suppliers audited for compliance to ensure our customers are confident they are working with an ethical, social and sustainable supply chain.
Equal opportunity: Equal opportunity

We are committed to ensuring equality, diversity, and inclusion throughout our workforce and eliminating unlawful discrimination. You can read our Diversity and Inclusion Policy at www.phoenixs.co.uk/about-us/corporate-policies/equality-diversity-and-inclusion-policy.

We are passionate about helping women to advance in the IT industry by providing them with access to and support from other women working within the industry, as well as flexible working for every employee and an enhanced parental leave package. This commitment has proved hugely successful with 32% of positions at Phoenix held by women – well above the 20% industry average.

We have also begun our grassroots work by speaking in schools to highlight the roles available within the tech industry and encourage more women to consider careers in tech from an early age.

We are proud to be an accredited Living Wage Employer, supporting an important socially responsible policy and investing in our people.In addition to this, when establishing partnerships with parnters, and suppliers, we also check their living wage status to ensure that the message is heard and acted upon by all.

We are a proud signatory on the Race at Work Charter which underpins our commitment to take practical steps to ensure that we are tackling barriers that people face in recruitment and progression.

We work with our customers and employees to ensure that they can utilise the accessibility options available to them within the technology, apps, and services we all use daily. Whether this is the device they use, the accessibility checker within Outlook or Word, or live captions that can be added to all Microsoft Teams meetings, we ensure that how we work is as inclusive as possible.

We are a Disability Confident Committed employer, this scheme supports organisations like Phoenix to make the most of the talents people with disabilities bring to the workplace.
Wellbeing: Wellbeing

We are committed to creating a compassionate workplace where all employees feel supported personally and professionally by challenging the stigma surrounding mental health, raising awareness, and offering education opportunities. In 2020, we signed Mind’s ‘Time to Change Employer Pledge’ to back our commitment.

We ensure that our team are supported, remain in communication with management and each other, and understand that they can speak openly to their managers about their health and wellbeing to encourage discussion about how we can help them. Our programme of activities is run by our internal mental health and wellbeing ambassadors to help promote positive mental health and embed it into the culture of the organisation.

We hold internal monthly calls where employees are invited to openly discuss mental health and wellbeing, covering topics such as: loneliness, body image, Pride month, menopause support, and parental wellbeing. The aim of these sessions is to remove the stigma often associated with mental health by providing a platform that encourages open and honest conversations about mental wellbeing.

Each employee at Phoenix is given one hour a month on a Wednesday, to do something that supports their wellbeing.That’s 3,732 hours across the entire company each year dedicated to wellbeing.

We have undertaken research and engaged in internal conversations about menopause in the workplace to understand how we can better support our employees with the physical and emotional symptoms of the menopause.

We use the Microsoft Viva platform to help our employees manage their digital well-being and understand how they can change how they work to improve well-being across the organisation.

We have eight mental health first aiders across the business who are professionally trained to provide mental health support and guidance to members of our team who require it.

Pricing

Price: £70.40 a unit
Discount for educational organisations: No
Free trial available: No

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

Backup and recovery

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Separation between users

Energy efficiency

Pricing

Service documents

Cookies on Digital Marketplace

Palo Alto Prisma SD Wan

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

Backup and recovery

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Separation between users

Energy efficiency

Social Value

Pricing

Service documents