Phoenix Software Ltd

Delinea Secret Server (PAM)

Delinea Secret Server is a Privilege Access Management (PAM) Solution available on-premise or cloud SaaS hosted in MS Azure, and on the Delinea Platform. Providing password management, with layered built-in security, easy access management for IT admins, robust segregation of role based duties, AES256 encryption, built-in reports to demonstrate compliance.

Features

• Secure vaulting and password management for privileged accounts
• Proactive protection including automated password changing, heartbeat, configurable policies
• Intelligent workflow checkout privileged access request justification requirements tiered approval
• Discovery finds service accounts across the entire network
• Custom script support to configure dependencies, hooks, and integrations
• Workflow security via Secret Server extends PAM protection to DevOps
• Auditing, reporting, alerts scheduled or custom help meet compliance obligations
• Granular policy control applies across all devices and teams
• Realtime session monitoring & control includes proxying, keystroke logging
• Integrations with SIEM and vulnerability scanners provide visibility

Benefits

• Protect privileged access to reduce attack surface, build resilience
• Easy to Use, simplified interface and streamlined design
• OOB templates and reports, flexible customization makes SS easy
• Fast ROI, Configure rapidly with wizard driven setup and configuration
• Meet Compliance Mandates, Avoid financial penalties
• Scale PAM Controls, Deploy on cloud-native Delinea Platform
• extend your PAM everywhere with JIT
• adaptive controls
• seamless adoption of PAM security tools as you grow

£29.02 a unit

• Free trial available

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 ccs@phoenixs.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

732933294695720

Contact

Jonny Scott
01904 562200
ccs@phoenixs.co.uk

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: Delinea Platform
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No ; Constraints are not typically reached however Secret Server Cloud comes with 4TB of storage, for session recordings. Additional storage can be purchased, or recordings can be exported. Delinea will provide regular notifications on resource usage.
• System requirements:
  • Local component Distributed Engine Microsoft Server 2012 or newer
  • NET Framework: 4.8 or higher
  • RAM: 4GB or higher
  • Processor: 4 x Dual Core 2GHz or higher
  • Disk Space: 150MB

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: This is as per our support policy, typically, between 1hr and 24hrs. Response times vary with the support package and priority level of the issue. Please see https://delinea.com/support for more information.
• 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: Yes, at extra cost
• Support levels: Delinea have award-winning support team to help you resolve any issues and get the most out of your products. Delinea offers 3 support packages: ; • Standard - with working hours support; • Premium - 24x7 support; • Premium Plus - 24x7 with faster response times and a technical account manager. ; Please see support policy for more details https://delinea.com/support. ; Delinea have support teams level 1 to 4 and categorise issues between severity levels 1-5.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Delinea offers a Support and documentation Portal with all documentation, Knowledge Base Articles, Forums and how to videos. Delinea also offer, with additional charge, training courses, extensive E-Learning library for clients' Administrators, E-Learning for end users. Delinea also have professional services team who can help with installations, configurations and provide in-person training if required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Delinea have a web documentation portal
• End-of-contract data extraction: Use inbuilt functionality to export data in XML or CSV format. Reports can also be saved in PDF formats. Configuration can be exported in Json. Clients would instigate Unlimited Admin Mode (4-Eyed approach) and export all the data.
• End-of-contract process: Clients have 30 days to export their data, as per MSLA (EULA), using in built features, after 30 days the instance and data will be scheduled to be deleted using MS Azure secure delete protocols. See https://delinea.com/msla

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: UI is preferred and more feature rich.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The Interface is a WEB Gui
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: In house AT users that perform some limited testing.; Delinea also use tools for AT testing:; Axe Dev Tools are used for accessibility scanning and pipeline automation ; For manual testing Delinea use both nvda and jaws.; More information and the WCAG report can be found at https://docs.delinea.com/online-help/secret-server-accessibility/start.htm
• API: Yes
• What users can and can't do using the API: All features can be accessed via API services, for more information please see https://docs.delinea.com/online-help/secret-server/api-scripting/index.htm
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Custom logo can be uploaded, and colour scheme can be amended to match corporate colours. Views, dashboards and position of reports can be annotated as per client preference too.

Scaling

• Independence of resources: Secret Server Cloud is hosted on MS Azure leveraging multi tenant architecture with isolation and encryption. Each Secret Server Cloud customer has their own instance with own individual cloud database. Delinea production environment is setup to our defined baseline with load balancing to automatically scale with increase resource demand. Azure resources are dynamically allocated as required up to the size limit purchased. There a 4tb limit incorporated into the standard service for session recordings. An extra storage licence can be purchased if required. Alternatively, session recordings can be offboarded to the customer's own storage.

Analytics

• Service usage metrics: Yes
• Metrics types: OOB reports, custom reports and PBA; - Reports within the product on usage.; - Status page of datacentres
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Delinea

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Use inbuilt functionality to export data in XML or CSV format. Clients would instigate Unlimited Admin Mode (4-Eyed approach) and export their data.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • MS Excel
  • XLS
  • XLSX

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: 99.9% uptime availability and 99.99% as part of the Delinea platform as per MSLA Service Level Addendum. Please see https://delinea.com/legal for more information and service credit information. Service credits can be applied upon written request as per MSLA Service Level Addendum.
• Approach to resilience: Secret Server Cloud leverages Azure capabilities with high availability, with at least 3 replicas and georedundant backups. Secret Server cloud can automatically switch into secondary replicas or to the failover recovery site. All services for Secret Server Cloud within Azure are auto-scaling so that during heavy usage, computing resources are automatically increased to ensure uninterrupted service even during the most heavily used times. Customer databases are continuously backed up with a differential backup every12 hours and a transaction log every 5 minutes and weekly full backups. All data on the Azure platform is geo-redundant in the event of an outage or interruption to facilitate immediate disaster failover and recovery. In addition, Secret Server Cloud is protected by a Web Application Firewall (WAF) as an extra layer of protection against malicious scripts and potential Distributed Denial of Service (DDoS) attacks. Secret Server Cloud also takes advantage of Azure’s built in redundancy which generates three copies of each customer’s database that are maintained across fault tolerant nodes to ensure continuous availability
• Outage reporting: Public dashboard, available at https://status.delinea.com/; Alerts to subscribed users

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: User logins to the service can be authenticated via Federated services, e.g. Active directory, or local account, or platform. Authentication is configurable by the client as required and typically uses a username and password with MFA and/or SSO options The customer controls access to the Service and the data and would need to generate and provide an OTP to give access to Delinea Support. ; Please see https://trust.delinea.com/?itemUid=7103fdad-d6ac-45f6-b28d-e71f32884b7f&source=click ; https://docs.delinea.com/online-help/secret-server/authentication/index.htmhttps://docs.delinea.com/online-help/secret-server/authentication/index.htm
• Access restrictions in management interfaces and support channels: User logins to the service can be authenticated via Federated services, e.g. Active directory, or local account, or platform. Authentication is configurable by the client as required and typically uses a username and password with MFA and/or SSO options The customer controls access to the Service and the data and would need to generate and provide an OTP to give access to Delinea Support. To access Delinea support users must be a registered support user or provide the customer support pin.; Please see https://trust.delinea.com/?itemUid=7103fdad-d6ac-45f6-b28d-e71f32884b7f&source=click ; https://docs.delinea.com/online-help/secret-server/authentication/index.htm
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: User logins to the service can be authenticated via Federated services, e.g. Active directory, or local account, or platform. Authentication is configurable by the client as required and typically uses a username and password with MFA and/or SSO options The customer controls access to the Service and the data and would need to generate and provide an OTP to give access to Delinea Support. ; Please see https://trust.delinea.com/?itemUid=7103fdad-d6ac-45f6-b28d-e71f32884b7f&source=click ; https://docs.delinea.com/online-help/secret-server/authentication/index.htm

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 have access to real-time 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: Coalfire
• ISO/IEC 27001 accreditation date: 08/082023
• What the ISO/IEC 27001 doesn’t cover: The only 2 control objectives that are not in scope:; 11.1.4 Protecting against external and environmental threats. We leverage Azure and AWS physical datacentres, and they manage the physical and environmental controls for these facilities.; 11.1.6 Delivery and loading areas. We do not manage delivery and loading areas of the facilities.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 15/10/2020
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Level 2 certification; https://cloudsecurityalliance.org/star/registry/thycotic-software/services/secret-server-cloud An update to CSA STAR v4.0.2 has been requested.
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO27001 accredited and SOC2 audited
  • Software is Common Criteria FIPS 140-2 CSA STAR, NIST compliant
  • GDPR compliant EU/US Data Privacy Framework certified

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: Delinea follows the ISO27001 framework and the controls are validated by SOC2 type II Audit. Delinea also follow NIST Cybersecurity framework. Delinea have a documented information security policy which is tested, reviewed and updated annually and approved by senior management and executive levels. Delinea have enforced security policies and continuous auditing and monitoring in place as well as enforced and tracked annual security awareness training for all employees. Please see our trust centre for more information https://trust.delinea.com/and https://trust.delinea.com/?itemUid=a20d3390-7b3b-47ea-970f-4fd56770a621&source=search

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: Delinea follows an Agile methodology for our S/SDLC with change management tracked in our Issue and Project management system and worked between Development and QA. Before every release Delinea conducts vulnerability testing, both Static and Dynamic Code Analysis, and code reviews by two other developers. For major releases, "full system" QA process takes place. Delinea also adheres to OWASP and NIST. Delinea’s security controls aligned with NIST Cybersecurity Framework’s Core are tested by SOC2. Delinea monitor/protect against web application security risks, e.g. SQL injection, cross site scripting, OWASP Top 10 and Automated Top 20 threats.; See https://docs.delinea.com/online-help/secret-server/release-notes/index.htm; https://trust.delinea.com/; https://trust.delinea.com/?itemUid=8ec2e517-1250-4403-bd79-49e1151028b6&source=search; https://trust.delinea.com/?itemName=network_security&source=click
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability scans occur before application release and for our SSDLC. Delinea monitor and protect against the most critical web application security risks, e.g. SQL injection, cross site scripting, OWASP Top 10 and Automated Top 20 threats. Threat data is continuously updated and Delinea subscribe to direct vulnerability feeds, threat newsletters and vulnerability lists for Microsoft, Amazon AWS, SANS, and US-CERT and software vendors. Patch management processes are in place typically monthly. Delinea have independent 3rd party perform annual independent penetration and vulnerability testing on our solutions.; Please see https://trust.delinea.com/ and https://trust.delinea.com/?itemUid=9162b815-d8af-49f2-8c26-4ddb72f42f48&source=search and https://trust.delinea.com/?itemUid=f8feb4d4-b79d-47f3-9dd7-06c479a49dfe&source=title
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Delinea have systems and processes in place to perform protective monitoring, incident management and vulnerability management. Delinea perform regular vulnerability and penetration testing, as well as monitor threat data and updates. When a security report is filed, either from a customer or discovered internally, the same process occurs. First, each individual reported item is validated and, if valid, it is given a CVSS score. Delinea follow NIST guidelines for remediation. For more information please see our trust centre https://trust.delinea.com/ and https://trust.delinea.com/?itemUid=9162b815-d8af-49f2-8c26-4ddb72f42f48&source=search and https://trust.delinea.com/?itemName=application_security&source=click
• 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: Delinea have incident management plan which is based on ISO27001 and NIST and is SOC2 Audited. All potential security incidents are first reviewed and triaged by Delinea’s Security Operations team and escalated to the Critical Incident Response Team (CIRT) as required. the CIRT determines the scope and risk and responds appropriately to that incident with immediate control and mitigation measures.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Fighting climate change ; Effective stewardship of the environment with activities that deliver additional environmental benefits in the performance of the contract including working towards net zero greenhouse gas emissions. ; We can support customers environmental goals by providing annual carbon emissions on contract and reduction plans.; ; We will run free of charge sustainability infrastructure reviews for customers to understand how they can reduce carbon emissions of their IT services. ; ; We are working towards 2040 Net-Zero GreenHouseGas emissions. ; Since 2021 we have been Carbon Neutral with Gold Standard Certified carbon credits - partner Ecologi.; By 2026 we aimed to reduce Scope 1 and 2 emissions by 50% from a 20/21 baseline year and which we have now achieved.; By 2030 we aim to reduce all of our emissions (including Scope 3) by 50% this is from a 22/23 baseline year.; ; Achievement of 2030 50% reduction targets (based on last FY) would mean a minimum carbon reduction of 142tCO2e per year for the public sector. ; ; We record and monitor our usage/ conversion to carbon emissions monthly and progress is published annually on the website in accordance with PPN06/21 and SECR guidelines. We are ISO14001 certified, and our targets are currently being verified by SBTi.; ; Overall, the business:; -Generates solar energy (85%) with REGO renewable purchased energy.; -Zero waste to landfill waste management; -Minimises travel emissions by 60%; -Uses water wisely – reduced by 15%; ; Influence staff, suppliers, customers and communities through the delivery of the contract to support environmental protection and improvement. ; ; We work hard to influence others and change behaviours to help fight climate change. ; ; Workforce:; -Sustainability inductions; -Sustainability training ; -Staff campaigns ; -Volunteering opportunities ; -Family woodland tree planting; ; Suppliers:; -Supply-chain reviews ; -Sustainability training; -Blogs/ media content ; -Sustainability training ; ; Customers: ; -Sustainability Infrastructure Review; -Hardware Carbon-Assessments; -Circular-Economy support; -Sustainability training

  Covid-19 recovery

  COVID-19 ; Help local communities to manage and recover from the impact of COVID-19 with activities in the delivery of the contract which: ; Create employment, re-training and other return to work opportunities for those left unemployed by COVID-19, particularly new opportunities in high growth sectors. ; - Phoenix Employability Outreach Programme - Unique access to Microsoft Career Essentials programme; Support organisations and businesses to manage and recover from the impacts of COVID-19, including where new ways of working are needed to deliver services. ; -Phoenix Small Business Digital Skills Outreach programme – webinars supporting cyber security, accessibility and licensing.; -Phoenix VCSE Digital Skills Outreach Programme – webinars supporting cyber security, accessibility and licensing.; Support the physical and mental health of people affected by COVID-19, including reducing the demand on health and care services.; -Phoenix Digital Skills Outreach Programme – Supporting people to access services services online e.g NHS app and Banking apps. ; Examples of our working with London and Quadrant Housing Association to deliver befriending calls for tenants who were lonely and isolated as a result of Covid19.; We have also worked with Liverpool City Council to promote employability courses to those left unemployed by Covid-19 and who are now in employment.; We provided free of charge IT service desk to 15 charities during the pandemic and have worked closely with them to support them with returning to full operation again.

  Tackling economic inequality

  Tackling economic inequality ; Create new businesses, new jobs and new skills with activities that, in the delivery of the contract: ; Create opportunities for entrepreneurship and help new, small organisations to grow, supporting economic growth and business creation.; -60% of our supply chain are SME’s; -We are signatories and adhere to the Prompt Payment Code; -Host Dragons Den SME supply chain sessions for new suppliers to showcase their services for our customers.; Create employment opportunities particularly for those who face barriers to employment and/or who are located in deprived areas. ; - The Phoenix Employability Outreach Programme provide unique access to Microsoft Career Essentials digital literacy programme, career talks and employability advice.; Create employment and training opportunities, particularly for people in industries with known skills shortages or in high growth sectors. ; -Graduate work placements; -Phoenix Employability Outreach Programme - Unique access to Microsoft Career Essentials programme for certifications to skill up for roles in the IT sector.; -We work with our supply-chain to create job roles with shared apprenticeship heads and promotion to permanent employment.; Support educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications. ; -Apprenticeships whereby we aim for c.10 graduating apprentices and all are moved into permanent employment with Phoenix.; -Skills City Bootcamp where we deliver career talks and provide projects to 19+ year olds seeking to upskill for employment in the technology sector.; Influence staff, suppliers, customers and communities through the delivery of the contract to support employment and skills opportunities in high growth sectors.; -Our programmes are delivered in partnership with our customers, supply chain and workforce, including Career talks, mentoring and IT challenge activities.

  Equal opportunity

  Equal opportunity ; Reduce the disability employment gap with activities that: ; Demonstrate action to increase the representation of disabled people in the contract workforce. ; -We are certified Disability Confident Employers (level 2).; -We provide Digital Accessibility training for all staff so we can communicate with each other and our customers in an inclusive manner.; -We are exploring the use of the Voluntary Reporting Framework for understanding the disability makeup of the workforce.; Tackling workforce inequalities with activities that demonstrate action to identify and tackle inequality in employment, skills and pay in the contract workforce. ; - We focus on ensuring an inclusive and unbiased recruitment strategy, with unconscious-bias training, blind recruitment processes, and reviewing language and placement of advertisements. ; ; -All staff trained receive mandatory EDI training annually.; ; Various initiatives include ; -Signatories of the Race at Work Charter, ; -Disability Confident Committed Employer ; -Signatories of the Armed Forces Covenant; -Gender-Neutral toilets; -Prayer room; -Milk-pumping room; -Sponsor York Pride; -We have specific policies for Menopause, and LGBTQ+. ; -We have established an Accessibility-Centre-of-Excellence to display the latest technology ; -We monitor our workforce statistics and report on them:; Gender 65% male /35% female (industry-average 20%); Ethnicity 5.6% (local-area 3.9%); Staff turnover 12.3% (industry-average 13.2%); Using the Voluntary Reporting Framework, we are working on what and how we can report metrics around disabled people in the workforce, including those with hidden disabilities. ; ; We have been recertified as a Great Place to Work™ and UK's Best Workplaces™ for Women.

  Wellbeing

  Wellbeing ; The mental health and well-being (MHWB) of our staff is of the utmost importance to us and our MHWB Policy aims to provide a working environment that promotes and supports the MHWB of all employees. ; Activities that demonstrate action to support the health and wellbeing, including physical and mental health, in the contract workforce at Phoenix include: ; -We utilise different resources not least those from Mental Health at Work Commitment, NHS Every Mind Matters, and the MIND employer toolkit to improve our employee MHWB programme. ; -All our staff heavily discounted private health insurance includes mental wellness. Plan members access a range of health treatments including face to face counselling and cognitive behaviour therapy. ; -Phoenix invests in the St Johns Ambulance Mental Health First Aid training course to ensure we have MH first aiders in the business and the skills to address MH in the workplace. ; -The new challenges the pandemic has raised, on our employee’s MHWB, has led to the creation of a staff network group who meet monthly, to ensure that all we do and say truly covers all aspects of MHWB. ; -All employees are given a monthly wellbeing hour to take for their own personal time and are also supported with monthly tea and toast sessions discussing and normalising MHWB topics.; ; We influence staff, suppliers, customers and communities through the delivery of the contract to support health and wellbeing, including physical and mental health.; -We provide Digital Accessibility training for all staff so we can communicate with each other and our customers in an inclusive manner.; -We have established an Accessibility-Centre-of-Excellence to display the latest technology to the workforce, supply chain and our customers; -We deliver digital accessibility training to customers; -We are sponsors of the Neurodiversity Awards

Pricing

• Price: £29.02 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Yes Free trials available for 30 days. See https://delinea.com/resources?t=trial
• Link to free trial: https://delinea.com/resources?t=trial

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