Palo Alto Networks Next-Generation Firewall (Strata), Security Subscriptions and Panorama
Palo Alto Networks Next-Generation Firewalls and Security Operating Platform is the industry’s most advanced prevention solution for highly evasive zero-day malware/exploits. Our service uses unique approaches that combine dynamic/static analysis, machine learning (AI), and advanced analysis to detect and prevent cyber threats. Available as hardware, virtual (VM-series) or cloud delivered.
Features
- App-ID: Comprehensive application visibility across all network ports.
- Device/User-ID: Identify devices, users, and groups for policy enforcement.
- Content-ID: Detect and manage files traversing the network.
- Advanced Threat Prevention: Stop known threats, detect unknown command-and-control traffic.
- Advanced WildFire: Analyse and identify unknown malware threats.
- Advanced URL Filtering: ML-powered URL filtering with malware detection.
- DNS Security: Detect threats and anomalies in DNS traffic.
- IoT Security: Deep visibility and analysis of IoT/OT device activity.
- GlobalProtect: Extend NGFW policies to remote endpoints securely.
- Deployable in any public or private cloud environment.
Benefits
- Proactively detect and block zero-day malware, reducing security risks.
- Consolidate diverse security services into one cost-effective, scalable platform.
- Economical solution suitable for environments of any size.
- Flexible, policy-based access control tailored to diverse user needs.
- Detect and prevent cyber-attacks with proactive security measures.
- Detailed threat analysis and reporting for informed decision-making.
- Monitor application usage, users, and data for enhanced security.
- Optimise productivity by enabling appropriate applications during work hours.
- Prevent unauthorised data transfer, reducing the risk of data breaches.
- Automated protection shields against evolving cyber threats.
Pricing
£965.71 a unit
- Education pricing available
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
8 3 6 2 0 4 5 9 5 2 7 4 3 5 7
Contact
Khipu Networks Limited
Sales Team
Telephone: 0345 272 0900
Email: Sales-UK@khipu-networks.com
Service scope
- Service constraints
- Performance limits apply depending on the resources.
- System requirements
-
- For Hardware: Racking, Power, Cabling etc.
- For Virtual: A supported hypervisor/public cloud environment
- For Cloud-Delivered: A Panorama and Cortex Data Lake instance
User support
- Email or online ticketing support
- Yes, at extra cost
- Support response times
- KHIPU delivers support packages with associated SLAs. The response time SLA is linked to the priority of the incident. Response times can vary from 30 minutes (Priority 1) to 4 hours (Priority 4), depending upon the severity of the support call logged. We can also offer bespoke support packages that allow the initial response time to be tailored to the environment if required. The initial response time does not differ based upon the time of day nor day of the week.
- 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
- Onsite support
- Yes, at extra cost
- Support levels
-
KHIPU’s ethos is to provide outstanding technical and after sales support, both during and after a project implementation. To evidence this, we have a number of exceptional customer references should customers wish to speak with them. For all supplied solutions we provide maintenance and support services, with all of the proposed equipment being supported and maintained by KHIPU to the required level based upon the customers’ cover. The following is included within our available support/maintenance services:
• Maintain Services is KHIPU's 'break fix' level of support.
• Monitor Services offer “Pro-Active” monitoring and alerting via KHIPU's “KARMA” service.
• Fully Managed Service, KHIPU assumes full responsibility for the running of your devices.
• Co-Managed Service, KHIPU assists with the running of your devices.
• KHIPU SOC Service offers a complete, detection and response service protecting your critical infrastructure from cyber-attacks.
• All services are available 8am to 6pm Monday to Friday, or 24x7x365(366)
• Telephone, Email, Secure Portal and Remote Access Support
KHIPU would also assign a Technical Account Manager to every customer, who would be responsible for ensuring that SLA's are met in the event that customers call upon the agreed support service. - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
For the delivery of the service, KHIPU follows our ‘Project Process’ which has the following primary stages:
• Stage 1 – Service scope
• Stage 2 – Assessment
• Stage 3 – Report correlation.
This process is KHIPU’s way of providing an effective service to implement your solution efficiently and to a high standard, in accordance with our ISO accreditations. Initially, we will set up a call to discuss the implementation of your service, what will take place, and any pre-requisites that need to be met. This will also provide end-users with the opportunity to speak to one of our fully qualified engineers who will discuss all aspects of the of the service and answer any questions that they may have. A set of project and technical documentation is then created, based upon the discussion. It is then circulated with the customer for their feedback and signature. From this point there is an agreed change control process for anything necessary which is under the control of both KHIPU and the customer. - Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
-
All customer data is exportable should the contract come to an end.
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
- Using the web interface
-
The web interface serves as the primary tool for accessing and managing the service. Users can set up the service through the web interface by accessing either the dedicated management interface or enabling web management capabilities on a traffic-processing (dataplane) interface. This interface facilitates various tasks, including initial setup, system and network configuration, supporting objects configuration, security policy creation, and monitoring/reporting.
Users can make changes seamlessly through the web interface, enabling them to adapt configurations as needed. Additionally, a role-based access control mechanism is available for administrators to tailor access permissions, restricting certain users or roles to specific configuration functions or views. Overall, the web interface provides a user-friendly platform for efficient setup, configuration, and management of our service, with the flexibility to adapt to diverse user requirements. - Web interface accessibility standard
- None or don’t know
- How the web interface is accessible
-
The web interface can be accessed in two ways: either through the dedicated management interface or by enabling web management capabilities on a traffic-processing (dataplane) interface. For added security, access to the management interface can be restricted by IP address if desired.
Integration with external authentication services such as LDAP, RADIUS, TACACS, SAML, and MFA is supported, providing enhanced security and user management capabilities. This allows organisations to leverage their existing authentication infrastructure, ensuring seamless access control and user authentication processes. Administrators can configure the system to authenticate users against these external services, enhancing security posture and streamlining user management processes.
Most modern browsers are supported for accessing the UI, ensuring compatibility and ease of use across various devices and platforms. Users can expect a seamless experience, enabling efficient management and configuration of our service while leveraging advanced authentication capabilities for enhanced security. - Web interface accessibility testing
- N/A
- API
- Yes
- What users can and can't do using the API
-
The XML API offers extensive functionality for configuring, operating, and monitoring the platform programmatically. The management CLI and Web UI are clients of the XML API itself, with this design approach ensuring that any action or function available in those modes are also available in the XML API.
Users can fully configure every aspect of the platform, including network and security policies, using the XML API. Role-Based Access Control (RBAC) ensures that only authorised keys can be used for specific functions, enhancing security and access control.
Additionally, the XML API seamlessly integrates with external libraries, such as Terraform and Ansible. This integration allows users to automate platform management tasks within existing workflows, streamlining operations and enhancing efficiency.
In summary, the XML API provides a powerful mechanism for users to programmatically configure, operate, and monitor the platform, offering extensive capabilities for automation and integration into existing workflows. - API automation tools
-
- Ansible
- Chef
- OpenStack
- SaltStack
- Terraform
- Puppet
- Other
- Other API automation tools
-
- Cortex XSIAM: Integrates XDR (endpoint, NTA) and SOAR functionalities.
- Python Libraries: Standardised libraries for custom project automation.
- Go Libraries: Published libraries supporting custom project automation.
- Kubernetes: Automates container orchestration and management for scalable deployments.
- ServiceNow: Integrates with ServiceNow for streamlined IT service management processes.
- Generic CI/CD: CI/CD tool with a sufficient API for automation."
- API documentation
- Yes
- API documentation formats
-
- HTML
- Other
- Command line interface
- Yes
- Command line interface compatibility
-
- Linux or Unix
- Windows
- MacOS
- Other
- Using the command line interface
-
The CLI provides extensive functionality for configuring, managing, and monitoring the platform. Users can perform various tasks, including but not limited to:
Configuration: Configure network and security policies, system settings, and supporting objects.
Management: Manage user authentication settings, system status, and device administration.
Monitoring: Monitor system performance, network traffic, and security events.
Troubleshooting: Diagnose issues, troubleshoot connectivity problems, and debug configurations.
Testing Command Hierarchy: Utilise the testing command hierarchy to perform diagnostic tests, verify configurations, and assist with troubleshooting.
The CLI offers a robust set of commands to accomplish these tasks efficiently. However, it's essential to note that certain administrative actions may require elevated privileges or authentication. Additionally, complex configurations or specialized tasks may be more efficiently handled through other interfaces, such as the web interface or API.
Overall, the CLI provides a powerful and flexible tool for administrators to configure and manage the platform, offering extensive capabilities for efficient administration and troubleshooting.
Scaling
- Scaling available
- Yes
- Scaling type
-
- Automatic
- Manual
- Independence of resources
-
In either deployment model (Private/Public Cloud), the VM-Series platform offers suitable horizontal scaling with a clustering capability (external load balancing/distribution required) for hot-running instances. Organisations can leverage the health metrics to automate the provision and insertion of new VM-Series instances in order to scale the service as required.
In public cloud environments, where the VM-Series is delivered as a service, each user receives dedicated resources, eliminating shared tenancy. This ensures users are unaffected by others' demands on the service. Dynamic scaling mechanisms further optimise performance and reliability, guaranteeing uninterrupted service availability and performance, even during peak demand periods. - Usage notifications
- Yes
- Usage reporting
-
- API
- Other
- Other usage reporting
- Syslog and/or HTTP Event Forwarding.
Analytics
- Infrastructure or application metrics
- Yes
- Metrics types
-
- CPU
- Disk
- HTTP request and response status
- Memory
- Network
- Number of active instances
- Other
- Other metrics
-
- Network Traffic Analysis: Inspects incoming/outgoing traffic patterns for anomalies.
- Threat Intelligence Updates: Real-time alerts on emerging security threats.
- Endpoint Security Status: Monitors malware, activity, and compliance on endpoints.
- Network Health Monitoring: Tracks network latency, packet loss, and performance.
- Application Performance Metrics: Measures response time, throughput, and error rates.
- User Behaviour Analytics: Detects anomalies. Monitors user activity for security.
- Compliance Status Monitoring: Ensures adherence to security policies and regulations.
- DNS Traffic Analysis: Identifies malicious domains and DNS-based attacks.
- Cloud Security Monitoring: Assesses security posture/compliance in cloud environments.
- Insider Threat Detection: Detects insider threats through behaviour analysis/monitoring."
- Reporting types
-
- API access
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Palo Alto Networks
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)
- Other locations
- User control over data storage and processing locations
- Yes
- Datacentre security standards
- Complies with a recognised standard (for example CSA CCM version 3.0)
- 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
-
The service is supplied from Google and Amazon Data centres (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 can be stored in the Cortex data lake, with user activity being 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
- Hardware containing data is completely destroyed
- 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
- Data within the service provided can be backed-up and restored
- Backup controls
- Users can initiate backups of the service configuration via API on demand or through the CLI or web interface. Additionally, the central managed platform (Panorama) allows scheduling of backups, enabling automatic export of configuration data from managed devices to an external storage repository using SCP or FTP. This flexibility empowers users to tailor backup schedules according to their specific requirements and ensures the timely preservation of critical configuration data.
- Datacentre setup
-
- Multiple datacentres with disaster recovery
- Multiple datacentres
- Single datacentre with multiple copies
- Single datacentre
- Scheduling backups
- Users schedule backups through a web interface
- Backup recovery
- Users can recover backups themselves, for example through a web interface
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- Private network or public sector network
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Other
- Other protection between networks
- Palo Alto ensure data security during transit by utilising standard encryption protocols and deployment-specific certificates. These measures establish secure communication channels between the buyer's network and our network, safeguarding data integrity and confidentiality. Palo’s security practices align with industry-leading frameworks such as SOC2, NIST, and Cyber Essentials, demonstrating our commitment to compliance and adherence to rigorous security standards. By integrating these frameworks, we mitigate risks and provide customers with assurance that their data is protected against unauthorised access or interception during transit.
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Other
- Other protection within supplier network
- Internally, Palo Alto employ a multi-layered security approach to safeguard data. This includes robust access controls, encryption mechanisms, and regular security audits. Their security protocols adhere to industry standards and frameworks, ensuring comprehensive protection against internal and external threats. By continuously monitoring and updating our security measures, risks are mitigated and the confidentiality, integrity, and availability of data within the network is maintained.
Availability and resilience
- Guaranteed availability
- The service is run at an agreed time with the customer on a 24*7*365(6) schedule. This service has a targeted 99.9% availability on a quarterly basis, excluding scheduled maintenance windows. In the event that KHIPU does not meet the guaranteed levels of availability, service credits are issued in the form of “service tokens”. A service token entitles the user to call upon the professional services of KHIPU Networks for work outside of their standard maintenance contract. Service credits are issued and discussed during quarterly service review meetings, based upon the number of failures in the prior quarter. Up to 5 service credits are capped per quarter for each end-user.
- Approach to resilience
- This information is available upon request.
- Outage reporting
- The service reports any outages via email alerts and telephone calls.
Identity and authentication
- User authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Identity federation with existing provider (for example Google apps)
- Limited access network (for example PSN)
- Dedicated link (for example VPN)
- Username or password
- Access restrictions in management interfaces and support channels
- Users predominately authenticate using a username and password combination, a role-based access control (RBAC) system is in place to specify what each user has access too.
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Identity federation with existing provider (for example Google Apps)
- Limited access network (for example PSN)
- Dedicated link (for example VPN)
- Username or password
- Devices users manage the service through
-
- Dedicated device on a segregated network (providers own provision)
- Dedicated device on a government network (for example PSN)
- Dedicated device over multiple services or networks
- Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
- 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
- User-defined
- Access to supplier activity audit information
- No audit information available
- How long system logs are stored for
- User-defined
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Lloyd's Register Quality Assurance
- ISO/IEC 27001 accreditation date
- Original Approval: 6th May 2010, Current Expiry: 5th May 2025
- What the ISO/IEC 27001 doesn’t cover
- All areas of KHIPU's business is covered under ISO27001 certification.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- No
- Other security certifications
- No
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
- KHIPU adhere to ISO policies and procedures. We are certified to ISO9001 (Quality Management), ISO27001 (Information Security Management), ISO14001 (Environmental Management) and ISO45001 (Occupational health and safety). Any potential breach or risk of security or process is highlighted to senior management including the board of directors immediately.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- All changes to the configuration of the service are managed through an ITIL based Change Control Process. This looks at technical suitability, security risks and impact to service; the output from which is clearly communicated to the customer where the ultimate decision will be made to proceed or not. This takes into account any commercial considerations necessary and provides an audit trail, ensuring that all aspects of the change are considered.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- We work closely with the manufacturers of the deployed services to ensure that any reported/disclosed vulnerabilities are patched during the next maintenance window. Should a major flaw occur, an emergency change process would be invoked to patch the service within 48 hours. In the event that multiple vulnerabilities become apparent, they will be addressed in severity order (highest first), until all are mitigated.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- Potential compromises are detected via various means including monitoring tools, manual check, service degradation, reported issues and regular vulnerability assessments. In the event of a suspected compromise, they are acted upon with high priority until they are proven to be benign or corrective action is needed to be taken to mitigate the problem. Immediate responses are provided if an issue appears to be critical within the end users’ environment. These procedures are in line with our ISO27001 processes.
- Incident management type
- Supplier-defined controls
- Incident management approach
- As part of our support/managed service procedure, the customer is provided with full details of how to log a support call, including all logging methods and the required information for the servicedesk. Once the call has been logged, it is then managed by the team under the servicedesk based on severity (major issue = service affecting, minor issue = query). All service affecting calls are escalated accordingly to the 2nd/3rd line teams including the assigned account and technical manager. Escalations procedures are provided as part of the onboarding process.
Secure development
- Approach to secure software development best practice
- Supplier-defined process
Separation between users
- Virtualisation technology used to keep applications and users sharing the same infrastructure apart
- No
Energy efficiency
- Energy-efficient datacentres
- Yes
- Description of energy efficient datacentres
-
KHIPU utilises the ARK Cody Park Data Centre.
ARK is part of the Climate Neutral Data Centre Pact (CNDCP) Refer: https://arkdatacentres.co.uk/sustainability/
Power: All Ark facilities are powered by 100% renewable energy. Renewable energy has been purchased for up to 3 years ahead for their facilities.
Standby Power: By the end of 2023 Ark had replaced the diesel in their standby generators with Hydrotreated Vegetable Oil (HVO).
Cooling: The facility utilises innovative direct air evaporative cooling capability that dramatically lowers energy consumption and can provide compressor free cooling for 99% of the year. This ensures that data centre cooling adapts to IT load in real time to reduce wasted energy and deliver the appropriate amount of cooling to each rack.
Reduced Water Consumption: Ark has developed a ‘water buffering and saving mode’ for the cooling equipment which has reduced original peak water usage by 85%. Employing this approach with established rainwater harvesting designs it is possible for the Ark data centre evaporative cooling systems to operate solely on harvested rainwater.
IT Infrastructure: Servers are virtualised wherever possible to reduce the amount of hardware required. End-of-life equipment is decommissioned, removed, and recycled.
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
KHIPU is committed to monitoring and reducing our environmental footprint. We are an ISO14001 Environmental Management certified company and complete an internal audit annually which provide updated targets for our company and supply chain to aim for.
We update our initiatives on our website: https://www.khipu-networks.com/khipu-is-green/.
• Employees and our supply chain are made aware / reminded of their environmental impact.
• We regularly review our products, services, and suppliers to ensure we are using the most suitable environmentally friendly options.
KHIPU and our supply chains are committed to minimising impact to the environment from our solutions by reusing, recycling, and adopting processes that conserve raw material, energy, and water.
The company is part of a movement called “techies go green” (https://www.techiesgogreen.com), aimed at increasing awareness and we are committed to decarbonising our businesses and making them green and verifiably sustainable.
Where possible, we work with customers remotely to reduce travel costs and for each day an engineer installs / supports a customer remotely we plant 10 trees. Tracking of our progress is available here: (https://moretrees.eco/forest/khipu/).Covid-19 recovery
Our plans and processes provide mitigation against a wide range of potential incidents including the unforeseen events mentioned.
The procedures have been regularly tested both theoretically and in real events. In 2017 we activated the plans as part of an office relocation, we had no loss of services or unexpected downtime.
On the 9th March 2020, we activated our Pandemic Policy which was created during the original SARS threat. This was activated across our UK and South Africa offices in advance of the UK and SA Government lockdown. We successfully had 98% of staff working from home, 2% of staff worked in our UK office.
The business managed to offer and operate the majority of our services remotely. We continued to provide on-site resources to customers running critical life supporting systems (i.e. Healthcare / Social Services).
Since the removal of lockdown restrictions, we have moved to a hybrid operation where staff aim for a minimum of 3 days in the office, 2 working remotely. KHIPU invested in a new HQ building during 2021-2022 and modelled our offices to support the most flexible ways of working.Tackling economic inequality
As a business we understand that we can make a difference in tackling economic inequality, with KHIPU being fortunate to operate in the Technical Business Sector which is a robust market. This allows the company to invest into our workforce, both in terms of relatively high salaries and also support services (pension contributions, healthcare, dental care, welfare support, regular health checks, training, team building, career options).
We offer flexitime to the workforce, offer hybrid working, provide a very good maternity / paternity scheme, invest in apprentices, and also graduates and have workforce age from ~19 – 70 years of age. Over 40% of our senior staff identify as female and we support all of our staff in any way we can.
Outside of our business, KHIPU invests into charitable causes, we have invested in building a computer laboratory in a township school in South Africa. We invest in youth sports and various health related charities.Equal opportunity
KHIPU has a strong ethos on diversity and inclusion with our main objective being that our company and staff understands and promotes equality, diversity, and inclusivity internally and externally with suppliers and customers.
We have not set any specific target; however, we have found that our organisation has organically grown in a manner fully supportive of our main objective for equality, diversity, and inclusivity.
This organically grown culture exists across our UK and South Africa based offices, we also ask our supply chain to confirm their commitment to supporting our own objective in this manner.Wellbeing
KHIPU has a very active “People Operations” department with representatives across our main offices in the UK and South Africa. They provide a wide range of help and support to all staff, including their families as appropriate. Our team have trained first aiders and also have received mental health awareness training. All staff have access to our internal support team and can also be referred to 3rd party experts (via our company-wide healthcare scheme). The company invests in an annual health check (optional but recommended for all staff) by a 3rd party company, this also offers advice on mental health, fitness, diet etc.
The company has invested in excellent office facilities, both in terms of general office location and facilities within our offices. This allows staff multiple options for stress reduction, teamwork or relaxation as required. We suggest that all staff walk around and do not sit too long at their desks, offer stand-up desk workstations and we try to cater for any staff members working preferences.
Pricing
- Price
- £965.71 a unit
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
- KHIPU provide a 30 day free trial of the service that is tailored to the end-users requirements in order for them to test the service accordingly against their success criteria.