Maintel Europe Limited

Managed Detection and Response

Maintel MDR (Manged Detection and Response) detects and mitigates cyber risks using proactive intervention and automated response tactics. A CREST registered SOC with security cleared cyber analysts proactively mitigates and responds to threats.

Features

• Automated threat response using Chronicle Security Orchestration, Automation and Response
• Analysed threat data with Chronicle Security Information and Event Management
• Endpoint Detection and Response (EDR), endpoint monitoring and endpoint containment
• Private Threat Intelligence with 24x7 threat monitoring and proactive remediation
• Managed Detection and Response (MDR)
• ISO 27001 certified, dedicated 24x7x365 UK-based security operations centre (SOC)
• In-house Threat Intelligence analysis delivers content-driven operational reports
• SOAR automated response actions actively ensures 24x7 critical system availability
• Advanced threat hunting by in-house experts across the cyber kill-chain
• Tailored MITRE ATT&CK threat modelling workshops continually increasing security posture

Benefits

• Reduced security cost, increased security coverage and advanced security monitoring
• Strengthened security posture with decreased MTTR and reduced MTTD
• Extended threat visibility and defence coverage with increased operational support
• Continuous security improvement with in-house use cases and custom playbooks
• Integrated Threat Intelligence for improved threat response capabilities
• Scalable service offering with fixed pricing model, supporting organisational needs
• Flexible and adaptable to emerging threats and increased threat landscape
• Upskill internal knowledge with access to accredited cyber professionals
• Augments inhouse IT and reduces cyber risk through risk prioritisation
• ISO 27001, Cyber Essentials Plus, NCSC, GDPR, PCI DSS compliant

£1,100.00 a unit

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 bids@maintel.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

482854976011448

Contact

Hannah Cook
07730521482
bids@maintel.co.uk

Planning

• Planning service: Yes
• How the planning service works: Maintel MDR is aligned with client specific goals and security requirements. A combination of technologies alongside SIEM and SOAR solutions ensure security services are built around their existing infrastructure. Professional services teams will help to design and plan the security solution, before following a detailed project plan to integrate alongside the customers infrastructure.; Technical Discovery; Introductory workshops with a project manager, senior engineers and analysts identify business critical endpoints within the environment. Sessions focus on current security posture, security pain points, cultural and business context required to provide maximum ROI.; ; Threat Modelling; A holistic overview of the environment and key risks and controls involved with the relevant log sources. From this, we construct targeted playbooks and use cases to the environment. Initially these sessions will contribute to the architectural design of the security solution, but ongoing threat modelling sessions throughout support lifetime will support the ongoing development of security rulings and use cases.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Google Chronicle SOAR
  • Google Chronicle SIEM/Microsoft Sentinel SIEM

Training

• Training service provided: Yes
• How the training service works: We provide specific training aligned to the security solution developed for the customer as part of the onboarding and overall service support. This training will upskill customer resources on how to interact, manage, review and respond to the output from the security solution. These can be whole overviews of the service or specific tailored sessions around individual tooling that is most relevant to the customers day to day working requirements. Access will be given to vendor training materials during the onboarding of the process, ensuring that the customer is ready to use the security system to its full capability once fully onboarded.; Alongside this, we provide an expert escalation point for security concerns or questions.; All training costs are included within the onboarding and ongoing costs of the service. Training is typically conducted remotely, focusing on upskilling internal IT teams who are managing the internal security tools for the customer.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Google Chronicle SIEM
  • Google Chronicle SOAR
  • Microsoft Sentinel SIEM

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Maintel MDR is fully integrated with monitoring cloud solutions, across a wide range of cloud platforms and architectures.; The service is tailored to your environment, providing flexibility and scalability during the design process, and later as your needs change. Initially, our professional services team will work with you during workshops to test and validate our understanding of business critical and non-critical data sources. Using this information, we migrate your system into our 24x7 monitoring solution, building rules and custom playbooks to accommodate the infrastructure specific needs.; We also implement a number of foundational security measures, including pre-built rules and use cases, that we have developed over a number of years. These rules are applied across our customer base for common threats that pose a risk to environments across the cloud.; We have the expertise and experience to support migration of cloud environments, hybrid environments or on-premises equipment that is required to move to the cloud. Our detailed onboarding process accommodates the full range of situations and will be tailored to the scope of the environment.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • AWS
  • Azure
  • Google Cloud Platform
  • Microsoft 365

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
• Other security services:
  • Threat and Risk Assessment
  • Internal & External Infrastructure Testing
  • Web Application Testing
  • Build Review & IT Health Check
• Certified security testers: Yes
• Security testing certifications: Other
• Other security testing certifications: Security testing provided via a CREST certified subcontractor

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: Our Security Operations Centre (SOC) provides ongoing support 24x7. This can be in the form of notifying that an incident has been resolved, making proactive changes to protect against an emerging threat or providing side by side support through a critical incident. Whatever the need, our analysts will be available any time of day to remediate any issues you encounter.; As a cloud-based solution, MDR’s support is solely remote, as there are no physical elements required to conduct the service.

Service scope

• Service constraints: As a cloud based support solution, MDR does not require a physical support presence and is solely remote focused.; Onboarding of the service is based on normal UK business hours of 09:00 - 17:30.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our SOC functions 24x7x365, responding across our customer base. Standard response times are based on SLAs finalised based on pre-defined threat impact priority levels. Standard SLA/response times are:; P1 (Critical) – Notification to customer within 30 minutes – Update from us within 1 hour.; P2 (High) – Notification to customer within 60 minutes – Update from us within 2 hours.; P3 (Medium) – Notification to customer within 4 hours – Update fromus within 4 hours.; P4 (Low) – Notification to customer within 12 hours – Update from us within 12 hours.; General Service Requests – < 2 business days.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: MDR technical support is provided 24x7x365 by our technical analysts. They will monitor all alerts, remediating and containing these threats and notifying the customer based on the threat level in line with the agreed SLAs. A senior technical analyst will also be assigned to the customer’s account to provide ongoing support and answers to any technical questions the customer may have. A customer success manager and account manager will also be assigned to the customer, to support the ongoing success of the support and general account management.; All costs for support are included within the ongoing service cost of the support.

Resellers

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

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Externally assessed and certified by British Assessment Bureau
• ISO/IEC 27001 accreditation date: 18/03/2022
• What the ISO/IEC 27001 doesn’t cover: Supplier's ISO27001:2017 certificate covers the whole business.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Audited and certified by a QSA from IT Governance
• PCI DSS accreditation date: 02/06/2023
• What the PCI DSS doesn’t cover: Not applicable to this service
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Maintel Environmental, Social and Governance strategies enable us to work with customers to improve local, national, and international environments. For example, for every 500 cloud seats enabled through Maintel, we plant 25 trees at no cost to our customers. Planting trees has been identified as assisting movement towards target achievement in multiple UN Sustainable Development Goals. The trees are young when planted and will not sequester carbon for some years. The planting, particularly outside of the UK, enables jobs to be created to plant and maintain trees, environments are improved, including life in water where mangrove planting takes place. We also plant in the UK through not-for-profit organisations that ensure appropriate areas are rewilded and create a better space for local communities to use and for wildlife to flourish.; ; Maintel are willing to work with our customers to improve local environments as part of our employee volunteer scheme. To ensure we carry out activities in areas that require more greenery or local improvement. For example, litter picking, local amenity land clearance or planting to enhance a local area.; ; By moving to cloud and managed services with Maintel, customers work with us to reduce their direct emissions and enable progress towards nett zero.; ; Working closely with our suppliers, Maintel is transparent about our journey and commitment towards nett zero and publicly provides information about our targets and progress through ESG at Maintel website. We can identify and provide direct emissions savings through the use of technology and ensure replaced equipment is treated within our reuse and recycle environment with an aim of zero to landfill. We monitor our suppliers regularly and risk assess their journey to net zero with dedicated resource to assist in implementing improvements.

  Covid-19 recovery

  Maintel assists in the Covid 19 recovery in a number of ways. ; ; By supporting local communities with the provision of a contract aligned Social Value tech fund, which can be utilised for customer identified projects. For example, providing devices and broadband to underprivileged young people to assist them with their education and access to the world of work, or to a local small business that is identified as needing assistance to change the way in which they work.; ; Our employee volunteer scheme provides support for physical and mental health of people. By working with us to identify how we can assist your local organisations to provide support to the wider community, we become involved in the creation of jobs.; ; We are willing to share all vacancies with our customers, including apprenticeships and identify any appropriate candidates to fill a vacant or new permanent or temporary positions.

  Tackling economic inequality

  Maintel works closely with customers and suppliers to provide support for tackling economic inequalities. With the provision of contracts aligned to a Social Value tech fund, which can be utilised for customer identified projects. For example, providing devices and broadband to underprivileged young people, to assist them with their education and access to the world of work. Or to a local small business that is identified as needing assistance to change the way in which they work.; ; We are willing to share all vacancies with our customers, including apprenticeships, and identify an appropriate local candidate to fill a vacant or new permanent or temporary position.; ; Training opportunities, particularly for those that face barriers to employment or from deprived areas are offered through our employee volunteer scheme. This provides support for people by working with our contracts to identify how we can assist your local organisations. To provide support to the wider community we become involved in the creation of jobs including mentoring, 1-21 training, group sessions, work experience and when available, apprenticeships offered to locally identified residents.; ; Maintel actively promotes the use of start-ups and SME’s and uses their provisions wherever possible. For example, appropriate to our contracts and offices including supporting local businesses by gifting apprenticeship levy to those businesses looking to employ or promote existing employees, and ensure they have access to substantial training.

  Equal opportunity

  Maintel is an equal opportunities employer and makes appropriate adjustments to ensure we have a full and diverse range of employees connected to the contract.; ; Our learning management and development plans ensure all employees have access to appropriate training and qualification. This includes apprenticeships to support in-work progression, particularly those from disadvantaged or minority groups, to move into higher paid work by developing skills relevant to our contracts.; ; Maintel supplier management expects all critical suppliers to meet at least Maintel required standards of employee caring and adherence to relevant regulations including modern slavery.; ; As part of our equal opportunities scheme we have set targets. These include; 40% of all employees being female by 2030 (we’re currently at 33%), focussing on increasing the number of women hired into technical roles and reducing and maintaining the gender pay gap. We’re also aiming to ensure women are better represented in leadership roles, with 40% of senior management to be women by the end of 2025, and a minimum of one female member on the board. ; ; We expect and set up contractual arrangements with our suppliers to ensure, not only adherence to relevant regulations such as Modern Slavery Act, but to work with them to ensure they meet at least Maintel standards. We centrally manage the new and existing suppliers, ensuring full due diligence and risk assessment are regularly undertaken, and working with suppliers to identify and implement improvements. Our zero-tolerance stance to Modern Slavery is supported by our policies on anti-bribery and corruption and whistleblowing.

  Wellbeing

  Maintel has a wide reaching, multi-dimensional employee well-being package in place. We understand that our people are our most valuable assets, and are therefore passionate and committed to providing support and compassion at all times. We are certified to ISO45001 – Health and Safety and have representatives at each site, our First Aiders and Facilities team. We offer all employees a range of benefits to support health and wellbeing including; discounted gym memberships, enhanced sick pay, 24x7 private virtual GP, an employee assistance line to help employees with their mental health, various health assessments, health care cash plans and more.; ; Maintel is adamant it will be there to support all employees working on the contract whatever life throws at them. We have introduced a trained network of employee Wellbeing Ambassadors, there to assist individuals, and also provide all employees with great wellbeing information throughout the year.; ; In addition, one of Maintel’s core values is to be agile and flexible, and so we encourage employees to take advantage of their flexible working and hybrid working benefits, while maintaining excellent customer service. This helps to alleviate any pressure and stress for employees and promotes a healthy, sustainable work-life balance.; ; Our volunteer policy enables all employees to participate in volunteering activities arranged by Maintel, with local communities, but also to access paid time to actively participate in volunteering activities that are important to them directly.; ; Working with our customers, we agree where we can help the most, and set up appropriate schemes to participate in improvement of local communities using our volunteering scheme as the basis for providing environmental and social support in our local communities.

Pricing

• Price: £1,100.00 a unit
• Discount for educational organisations: 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 bids@maintel.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.