Softcat Limited

Softcat Firewall Service

Softcat’s Check Point Managed Firewall Service provides full management of Customers Firewall Infrastructure which is delivered from our UK-based 24x7x365 Operations Centre.
The Managed firewall service monitors your devices and applies security updates in-line with security best practice. Technical support is provided and escalation in to Check Point as needed.

Features

• 24x7x365 access to log support Tickets
• Monitoring and patching of managed devices
• Standardised methods, processes and procedures used for all changes
• High-priority incidents affecting multiple users, depriving business of critical services
• Root Cause Analysis identifies, tracks, resolves and prevents recurring incidents
• Triage and resolution or workaround of hardware Incidents
• Software advisory support, updates and recommendations
• Providing a named Service Manager, service reviews and service reporting
• Configuration of Indicators of Compromise feature

Benefits

• Service Desk access 24x7x365 via phone, email, and online portal.
• Comprehensive device managed service through change, incident and problem management.
• Standard monitoring including device availability and performance thresholds
• 6-monthly health checks and recommendations of best practice
• In-depth understanding of the environment for rapid resolution
• Online portal access for updated ticket information
• Email updates for support tickets
• 15-minute response for priority 1 calls
• Access to certified engineers and consultants
• Designated Service Manager allocated to contract

£0 a unit

Service documents

• Pricing document

  ODS

• 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

605182651239871

Contact

Charles Harrison
01628 403403
psitq@softcat.com

Planning

• Planning service: Yes
• How the planning service works: As part of the Managed Service, Softcat will offer advice on the firewall device estate on a quarterly basis, or as needed, to ensure that the Customer continues to receive the desired level of service quality. The advisory includes software updates and hardware upgrades to the network devices. Follow through on planning advice would be supported by the Customer's Softcat Account Manager.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Check Point firewall technologies

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Service reviews are delivered quarterly by the Customer's dedicated Softcat Service Delivery Manager; the focus of the quarterly service review is on the quality of the Service delivery over the past quarter and looking forward. In addition, the 6-monthly technical health check is designed to provide the Customer a quality assurance on their network devices; the 6-monthly health check provides a detailed review with recommendations report. Finally, the Softcat Service Assurance team is a dedicated function within Softcat's Services organisation that focuses on assuring the quality the Service Delivery on a day-by-day basis.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Softcat's Services Operations Centre has a secure Virtual Private Network (VPN) connection to the Customer firewall devices. These devices are monitored 24x7x365, supported, and managed by certified, dedicated Networking & Security operations engineers. The operations engineers are supported by a dedicated Service Delivery Manager, Service Desk, and Service Assurance team. Communication with the Customer is managed between the Operations Centre and key contacts nominated by the Customer; the Customer's Softcat Account Manager is copied in all critical communications between the Operations Centre team and the Customer.

Service scope

• Service constraints: Hardware Breakfix Support; • Co-standard – next business day (NBD) parts-only; • Co-premium – 4 hours parts-only; • Co-standard-onsite (Engineer to site next business day); • Co-premium-onsite (4 hours engineer to site)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1 24x7x365 <15 Minutes response; Priority 2 24x7x365 <30 Minutes response; Priority 3 M-F 09:00 – 18:00 (ex. Bank Holidays) <4 Hours response; Priority 4 M-F 09:00 – 18:00 (ex. Bank Holidays) <4 Hours response
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: This is a fully managed service, which provides 24x7x365 management of your firewall devices. Full details, including Softcat and Customer responsibilities, can be seen in the Service Description and supporting RACI documentation.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: March 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Self Assessment by Security Metrics
• PCI DSS accreditation date: March 2023
• What the PCI DSS doesn’t cover: The scope of Softcat's PCI-DSS compliance covers our e-commerce platform, eCAT. If a PCI-DSS compliant managed service is required, this should be discussed on an engagement-specific basis.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO27001
  • ISO22301

Social Value

• Social Value:

  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: £0 a unit
• Discount for educational organisations: No

Service documents

• Pricing document

  ODS

• 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.