Palo Alto Cortex XSOAR

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: Threat Intelligence Management
Case Management
Cortex XSIAM
Cloud deployment model: Public cloud
Service constraints: Cortex XSOAR engines requires a minimum of 8 CPU cores and 16GB's RAM as a minimum on a Windows, MacOS or Linux environment
System requirements: N/A

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: None or don’t know
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: Onsite support
Support levels: All Cortex products from Palo Alto Networks come with a standard support offering included which entitles the customer to 24x7x365 email and telephone support.
Other 'enhanced support' options exist inclusive of premium customer success support and provision of dedicated engineers for short or long term engagements - all such options can be negotiated and applied as required
Support available to third parties: Yes

Onboarding and offboarding

Getting started: As a customer or partner of Palo Alto Networks, provision to our online training platform (Beacon - https://beacon.paloaltonetworks.com/student/catalog) is made available. Which enables customers and partners to learn at their own pace and only invest in classroom training either when they are ready or if they need to at all.
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: 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
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: No
Designed for use on mobile devices: No
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: The web interface is unique per organisation and is sent to the organisation once the service is setup.
Once the URL is designated, the interface can be accessed through any modern web browser.
Accessibility standards: None or don’t know
Description of accessibility: The web interface is unique per organisation and is sent to the organisation once the service is setup.
Once the URL is designated, the interface can be accessed through any modern web browser.
Accessibility testing: N/A
API: Yes
What users can and can't do using the API: The API can be used to interact with and configure, monitor and report on anything that is possible within the web interface.
API documentation: Yes
API documentation formats: HTML

PDF
API sandbox or test environment: No
Customisation available: No

Scaling

Independence of resources: Palo Alto Networks through an automated process is constantly evaluating and monitoring the load placed upon the application. Each customers instance is unique so there is no risk of shared resources being fully utilised by another organisation. As load increases the service will automatically bring online additional compute resources to accommodate the additional load.

Analytics

Service usage metrics: Yes
Metrics types: N/A
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller providing extra 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: United Kingdom

European Economic Area (EEA)

Other locations
User control over data storage and processing locations: Yes
Datacentre security standards: Supplier-defined controls
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
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: N/A
Data export formats: Other
Other data export formats: Excel (.XLSX) file
Data import formats: Other
Other data import formats: Excel (.XLSX) file

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: Palo Alto Networks commits to using commercially reasonable efforts to make the Cortex XDR service available 24 hours a day, 7 days a week (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). Palo Alto Networks commits to achieving uptime availability of 99.9 percent, measured over the calendar month.
Approach to resilience: Palo Alto Networks delivers the Cortex XDR 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 needed: Yes
User authentication: 2-factor authentication

Username or password
Access restrictions in management interfaces and support channels: Restrictions can be implemented by restricting IP addresses able to access the management interface(s). In addition a role-based access control (RBAC) system is in place to further restrict users to user definable configuration views and modes.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Username or password

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: N/A
ISO/IEC 27001 accreditation date: N/A
What the ISO/IEC 27001 doesn’t cover: "Palo Alto Network's overarching information security program is aligned to ISO 27001/2, and includes key controls from HIPAA, PCI and SOC2 we maintain certification against ISO 27001, ISO 27017, ISO 27018
ISO 27701To ensure high quality and reliability, our factory certifications do however include: ISO 9001:2008, ISO 14001:2004, AS9100, TL 9000, ANSI ESD S20:20-2007, ISO 1384:2003. All products are UL and TUV certified and have undergone Electromagnetic emissions and immunity testing."
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: N/A
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: N/A
PCI certification: No
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: SOC2

Fedramp

Common Criteria

FIPS 140-2

NCSC Foundation Grade Certification.

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.
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.
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

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change

We take our environmental management and the impact we have on the environment very seriously. We have environmental policies in place and hold the ISO14001 accreditation. Our environmental assessments are conducted annually by an external Lead ESOS Assessor; they are signed-off by the board and compliance reported to the regulator (the Environment Agency). Our environmental policy is published on our website at https://www.bytes.co.uk/company/sustainability/environmental.
Bytes achieved carbon net zero in March 2022 through approved carbon offsetting schemes. We are always seeking to reduce our impact on the environment. We aim to minimise waste, reduce pollutants and use renewable materials. Our offices have recycling facilities for cans, plastic and paper. We aim to reduce our office printing to zero within the next few years.
An Environmental Steering Committee has been established to coordinate environmental activities and drive change.
To drastically reduce our emissions, we have switched to renewable energy. Our Head Office has reached our first milestone of using a specialist 100% renewable electricity provider. We are also exploring options to install solar panels on our Headquarters building.
Other environmental initiatives include installing electric vehicle charging points and encouraging staff to commute to work without the car (setting up a car share network and installing secure cycle parking).
We produce a SECR (Streamlined Energy and Carbon Reporting) report that details the companies energy consumption and carbon emissions. This report is produced annually by an independent assessor.
This report provides details of our emissions in Scope 1, 2 and 3 categories. It details the activities previously taken to reduce emissions and also recommendations for further improvements.
For scope 1,2 and 3 emissions we aim to reduce these by 50% by 2025-2026 from our 2021 baseline.
We aim to be Net Zero by 2040, covering our own operational emissions.

Pricing

Price: £2,500 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

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

Palo Alto Cortex XSOAR

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