Recorded Future

Service scope

Service constraints: No, planned maintenance is communicated ahead of time
System requirements: Chrome, Safari 9 +, Edge, Firefox

User support

Email or online ticketing support: Email or online ticketing
Support response times: For support cases and RFIs, initial response provided within 1.5 hours during supported business hours: 24 hours a day / Monday - Friday EST.

Delivery of solution or remediation of issue is dependent upon complexity of the issue or request.
Critical Error - Max 1.5 business hours - The objective will be to provide relief to the Customer within twenty-four (24) business hours and provide a Fix within seven (7) business days
Significant Error - Max 1.5 business hours - Max 7 business days
Other Error / Support Question - Max 1.5 business hours - Max 7 business days
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: No
Support levels: Recorded Future offers multiple service packages so that our clients realize the maximum value from their Recorded Future investment. The tiers are designed to provide a scope of engagement and capabilities from our Advanced Threat Intelligence Services that work best for client needs based on their Recorded Future deployment

The Customer Success Package is included in your Recorded Future License. It provides the essential guidance and resources to implement the platform and achieve immediate ongoing value

The Integration services package is available at an additional cost and provides access to our architects and use case design team as well as configuration support from our integration services team

The Premium Services Package is available at an additional cost. It includes all services in the integration services package with the addition of an intelligence advisory service. These capabilities include access to engagements and expertise including design and optimisation for intelligence workflows, intelligence requirements development and tailored enablement workshops.
Support available to third parties: No

Onboarding and offboarding

Getting started: Onboarding will enable you to take full advantage of the powerful tools Recorded Future has to offer. The plan will be tailored to best match your organization’s goals. Ultimately, Onboarding will:
Show you how to use the world-class intelligence and technology that we provide
Help you accelerate detection and decision-making while reducing response times
Enable you to embed Recorded Future’s real-time intelligence within your security workflows

The following resources are available to you every step of Onboarding:
Dedicated Technical Project Manager
Access to on-demand training through Recorded Future University
24/7/365 access to technical support via web, email, and phone
Bi-weekly live, virtual new user training workshops
Recorded Future Community
Automated reporting on Recorded Future platform adoption and usage

Over 25-35 business days, your Recorded Future team will be dedicated to building your confidence and capability in our products

Stage 1 - Kick off and configuration
Kick-off call
Alignment on priority objectives
Capture data assets for monitoring

Stage 2 - Adoption and Validation
Virtual training webinar
Recorded Future University Self-Learning
Use case workshop
Alert Tuning workshop

Stage 3 - Transition and success planning
Review integration and platform configurations
Confirm priority security objectives are met
Service documentation: Yes
Documentation formats: HTML
End-of-contract data extraction: Recorded Future is a cloud service that provides access to its portal and subsequent services based on the contract length agreed with the client. Upon termination of the contract all client data is deleted so any data should be retrieved before the termination date
End-of-contract process: As a cloud provider the service access is disabled. customer data be exported at any prior to subscription termination, once the subscription is terminated, all logs are deleted in fourteen (14) days, and all back-ups are deleted within six (6) months.

Using the service

Web browser interface: Yes
Using the web interface: Recorded Future provides a portal based web services where users can access the our platform to solve their complex intelligence use cases. The service automatically provide login details to the user upon contract initiation and the user can set-up their password and 2FA to access the portal. Access roles are agreed upon on-boarding (user/admin) and user can then either make configuration changes or pull data from the platform based on their roles. The key limitations in place would be based on roles, the license type and the agreed length term of the contract
Web interface accessibility standard: None or don’t know
How the web interface is accessible: Recorded Future strives to ensure that the Recorded Future website, platform, and application are accessible to the widest possible audience. We are constantly working and investing resources to make our site easier to use for all. Recorded Future has implemented and is in the process of adding new measures to support accessibility. Recorded Future’s Platform and mobile application support accessibility measures such as the ability to zoom in up to 200%, navigate parts of the website using just a keyboard, navigate parts of the website using speech recognition software, and use parts of the service with a screen reader. However, we are not in full compliance with WCAG 2.0 at Level AA, or with ISO/IEC 40500.
Web interface accessibility testing: We're striving to meet regulation 508 compliance (https://www.section508.gov/manage/laws-and-policies/) so testing on our interface will aim to meet standards such as compliance with this legislation so that full compliance can be met with WCAG 2.x in the future.
API: Yes
What users can and can't do using the API: The core Connect API consists of operations to search and lookup information from Recorded Future's canonical set of cybersecurity Intelligence Card entities:
IP
Domain
Vulnerability
Hash
Malware
URL
Alert API
The Alert API are a set of operations that allow programmatic access to Recorded Future alerts (excluding Playbook Alerts

Analyst Note API
Analyst notes can be created, deleted, looked up, and edited via the Analyst Note API. This is incredibly useful for the bulk upload of private threat intelligence into Recorded Future as Analyst Notes.

Company API
You can access and query third-party intelligence data using the Company API.

SOAR API
The SOAR API are a set of operations that can be used for bulk enriching indicators with risk information from the Recorded Future Platform.
API automation tools: Other
Other API automation tools: REST API
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML
Command line interface: No

Scaling

Scaling available: Yes
Scaling type: Automatic

Manual
Independence of resources: Recorded Future's service has been built on a scalable architecture and utilising AWS Cloud services so that adequate capacity planning can be made to accomodate for increases in data volume. there is also a dedicated data science team that curates and monitors source coverage which feeds into the capacity planning process. Clients can request collection of sources which in turn is revised by DS and then an evaluation is done as to whether that would impact capacity.
Usage notifications: Yes
Usage reporting: Email

Analytics

Infrastructure or application metrics: No

Resellers

Supplier type: Reseller (no extras)
Organisation whose services are being resold: Recorded Future

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: Other locations
User control over data storage and processing locations: No
Datacentre security standards: Managed by a third party
Penetration testing frequency: At least once a year
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Encryption of all physical media
Data sanitisation process: Yes
Data sanitisation type: 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

Backup and recovery

Backup and recovery: Yes
What’s backed up: Please speak to a representative for more information
Backup controls: Backups are automatically generated by Recorded Future, users cannot impact the schedule or change the procedure
Datacentre setup: Multiple datacentres with disaster recovery
Scheduling backups: Supplier controls the whole backup schedule
Backup recovery: Users contact the support team

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)

Other
Other protection within supplier network: To ensure the security of customer and proprietary data throughout its lifecycle, Recorded Future encrypts information both at rest and when it is in motion. Data is stored with Advanced Encryption Standard (AES) 256-bit encryption when at rest.

Availability and resilience

Guaranteed availability: As our platform is cloud based and hosted in AWS the Recorded Future platform provides an uptime of above 99.9%. We currently do not have planned downtime as calendar items, however where there is a major upgrade we always notify customers of the ongoing work, along with potential services impacted and for how long.
Approach to resilience: AWS has identified critical system components required to maintain the availability of our system and recover service in the event of outage. Critical system components are backed up across multiple, isolated locations known as Availability Zones. Each Availability Zone is engineered to operate independently with high reliability. Availability Zones are connected to enable you to easily architect applications that automatically fail-over between Availability Zones without interruption. Highly resilient systems, and therefore service availability, is a function of the system design. Through the use of Availability Zones and data replication, AWS customers can achieve extremely short recovery time and recovery point objectives, as well as the highest levels of service availability.
Outage reporting: Outages are reported via our public dashboard and via email to our customers

Identity and authentication

User authentication: 2-factor authentication
Access restrictions in management interfaces and support channels: Access is restricted based on user role and license. Each user has a unique login ID (based on their e-mail) and this can be linked to the clients IDP by making use of our SSO integration. Support is portal based and as such is linked to the access and thus follows the same access principles
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication
Devices users manage the service through: 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: At least 12 months
Access to supplier activity audit information: Users have access to real-time audit information
How long supplier audit data is stored for: At least 12 months
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Provided on request
ISO/IEC 27001 accreditation date: 2019
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: https://aws.amazon.com/compliance/csa/
CSA STAR certification level: Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover: https://aws.amazon.com/compliance/csa/
PCI certification: Yes
Who accredited the PCI DSS certification: https://aws.amazon.com/compliance/soc-faqs/
PCI DSS accreditation date: https://aws.amazon.com/compliance/soc-faqs/
What the PCI DSS doesn’t cover: https://aws.amazon.com/compliance/soc-faqs/
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: SOC 2 Type 1 and SOC 2 Type 2 compliant,

ISO 27001, ISO 9001 and ISO ISO 27701

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001

Other
Other security governance standards: SOC 2 Type 2
ISO27701
ISO9001
NIST 800-200
Information security policies and processes: Recorded Future's approach to security governance is outlined in our Information Security whitepaper available at https://go.recordedfuture.com/hubfs/information-security-white-paper.pdf

Recorded Future's Information Security policies include (but are not limited to) - Information Classification, Handling, Appropriate Use, Encryption, Hardening, Patching/Updates, Vulnerability Management, Permitted/Prohibited OEMs, OS/Browsers, Traveling with Device, Passwords, MFA/Authentication, Administrator Accounts, On-/Off-Boarding, Destruction/Sanitization, Third-Party Vendors, Malware, Training, NDA, Removable Media, Temporary Files, IoT, Generic/Shared Accounts, Secure Coding, Physical Security, Clean Desk, InfoSec Awareness, Incident Response

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: Recorded Future's Information Security policies include (but are not limited to) - Information Classification, Handling, Appropriate Use, Encryption, Hardening, Patching/Updates, Vulnerability Management, Permitted/Prohibited OEMs, OS/Browsers, Traveling with Device, Passwords, MFA/Authentication, Administrator Accounts, On-/Off-Boarding, Destruction/Sanitization, Third-Party Vendors, Malware, Training, NDA, Removable Media, Temporary Files, IoT, Generic/Shared Accounts, Secure Coding, Physical Security, Clean Desk, InfoSec Awareness, Incident Response
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: For operating systems, we continuously monitor for vulnerabilities, and we apply corrective updates depending on severity. Critical within seven days and lower scheduled into our quarterly project/remediation process. Patches to applications to be deployed every week, including any critical, required patches. Lower priority goes into the planning of our quarterly non-critical patching.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Outlined in our Information Security whitepaper available at https://go.recordedfuture.com/hubfs/information-security-white-paper.pdf
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: Recorded Future's Incident Response Plan is available under NDA upon request

Secure development

Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

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: We rely on AWS, and AWS security for our cloud hosting for more information see - https://aws.amazon.com/security/
How shared infrastructure is kept separate: This is part of our AWS infrastucture. We have one instance for all clients. Client data is encrypted and is separated from other clients via a database solution. Client data = any saved queries, alerts, reports, notes or lists. We can share our setup with AWS under NDA if required.

Energy efficiency

Energy-efficient datacentres: Yes
Description of energy efficient datacentres: N/A - Recorded Future do not operate any data centres, this is managed by AWS

Social Value

Fighting climate change
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

Softcat are dedicated to reducing our environmental impact and actively promoting sustainability. Our commitment to sustainability is a core aspect of our business strategy, driving us to innovate and lead in the creation of a more sustainable future for our company and the communities we serve. This commitment is embedded in our policies, operating procedures, and training programs.

We are proud to be the first FTSE 250 company to be awarded 5-star status in relation to the United Nations Sustainable Development Goals.

We aim to achieve a Carbon Net-Zero Value Circle by 2040 by prioritising renewable energy, reducing natural resource use, minimising waste, and safeguarding biodiversity in compliance with environmental legislation.

At Softcat, we have taken significant steps towards securing renewable energy across our organisation, reducing our scope 1 & 2 emissions. We had the target of using 100% Renewable Energy across all our locations by 2024. We successfully delivered against this target ~2 years early.

In May 2023 we took delivery of 15 electric vehicles, replacing all existing fossil-fuelled company cars used by employees for business means. The implementation of the EV pool fleet will see a saving of over 80 tons of CO2e per year. A huge impact on our Net Zero targets.

Tackling economic inequality

As a value-add reseller, Softcat outsources the products, services, and solutions through our extensive network of partners, to best suit the needs of our broad client base. We always consider and promote SMEs and local providers where appropriate, particularly for the products and services we offer via the G Cloud framework.

We remain dedicated to improving employability and educational awareness across schools, colleges, and universities to help break down the barriers to joining technology organisations.

We work collaboratively with many schools that are close in proximity to our offices, to ensure we are actively supporting the community as well as schools from lower socio-economic backgrounds.

We visit the schools to talk about the IT sector and the roles in our organisation, as well as promoting work-experience opportunities during the summer. In particular, we actively encourage students from diverse backgrounds to engage in work experience to appreciate the roles available in our sector.

For ambitious school and college leavers, a Softcat Apprenticeship is a great first step into the world of work, with 94% of our apprentices offered a permanent position at Softcat post apprenticeships, which goes to show the amazing opportunity available with us.

We were ranked 1st in IT & Consultancy, and 10th overall in by RateMyApprenticeship.com - Best 100 Apprenticeship Employers 2023-2024 list.

Softcat now also offer 12 month paid internships to University students looking to complete a year in industry as part of their undergraduate studies.

Equal opportunity

Our approach to diversity and inclusion is introduced first during our induction training, as part of our Softcat values, outlining responsibility to uphold our principles. This message is reinforced by our process and policies, networks, Allyship Training and Inclusion Awareness campaigns.

Softcat supports diversity and inclusion through various networks including:
- Supporting Women in Business (SWIB)
- The Ethnic and Cultural Network
- The Pride Network
- The Family Network
- The Empowering Disability and Neurodiversity Network (EDN)
- The Faith at Work Network
- Armed Forces & Veterans Network
These networks aim to create a supportive and inclusive work environment for all employees, regardless of gender, ethnicity, sexual orientation, disability, or family commitments.

Our allyship programme, Stronger Together, is a mixture of event and workshop-based training available to all staff. Programme topics include, bias, power, privilege, and being a greater ally.

Inclusion Awareness campaigns include race, disability, sexual orientation, gender, faith, and caring responsibilities. These sessions highlight and celebrate minority groups, through panel sessions, Q&A sessions and training, providing an opportunity to discuss and understand ways to be more inclusive.

Our efforts to improve diversity and inclusion have been incredibly successful. Since 2020, the number of female employees below management level has increased to 35%, and the number of ethnic minority employees rose to 17%.

Wellbeing

At Softcat, all employees are provided with access to our multidimensional wellbeing programme which includes flexible work arrangements, free nutritious breakfast, mental health support, employee benefits scheme, health and wellbeing week activities, and online workshops.

Giving back to the community is an innate part of who we are as a company. All Softcat employees are therefore given two volunteer days per year to support a charitable or community cause.

Each of our 10 regional offices also support local charities through fundraising, donations and events. For example, our Manchester office has raised over £30,000 for the WeLoveMCR charity. This funding has supported young, disadvantaged Manchester citizens in gaining qualifications to broaden their work opportunities and supporting local groups in delivering indispensable services that enable community cohesion.

Pricing

Price: £40,500 a licence
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Start your free trial today and get a comprehensive view of your threat landscape. Recorded Future Express is a free browser extension that delivers real-time intelligence via risk scores and context on IP addresses, domains, hashes, URLs, and CVEs. Recorded Future are also able to accomodate proof of values.
Link to free trial: https://www.recordedfuture.com/free-products

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

Recorded Future

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