Phoenix Software Ltd

CyberArk Privilege Cloud - SaaS

"Privileged account secure storage
Rotation of privileged account credentials
Isolation of privileged sessions using jump servers
Recording of privileged sessions
Proxying of privileged sessions from desktops
Audit of all privileged account access
Multi-factor authentication
Role-based access to defined privileged credentials"

Features

• Protection of privileged accounts from external threats/rogue insiders
• Secure access to infrastructure using privileged accounts
• Full audit trail and recording of all access

Benefits

• Accountability for all privileged account activity

£105.00 a unit a month

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

844700084008609

Contact

Jonny Scott
01904 562200
ccs@phoenixs.co.uk

Service scope

• Service constraints: "Windows 2012/2016 Server; Quad core processer; Min 8GB RAM; Min 80GB available disk space; This is required for the cloud connector server"
• System requirements:
  • Widows 2012/2016 Server
  • Quad core processer
  • Min 8GB RAM
  • Min 80GB available disk space
  • This is required for the cloud connector server

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 1 Hour
• 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: "24x7 Helpdesk support; Professional Services for deployment and post-installation modifications; Technical Account Management as an ongoing service; Free Customer Success assistance to guide the PAM Program"
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: CyberArk provides detailed documentation on the CyberArk Docs site. CyberArk and it's partners can also provide Professional Services to new and existing customers for this purpose.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data is made available upon request.
• End-of-contract process: After a specified period of time the tenant and the data is holds it deleted from the cloud service.

Using the service

• Web browser interface: Yes
• Using the web interface: Users can use the web interface to authenticate themselves and access a CyberArk PAS deployment, retrieve credentials, initiate privileged sessions, and view audit records and recordings.
• Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
• Web interface accessibility testing: Via any internet connected web browser
• API: Yes
• What users can and can't do using the API: Users can add, retrieve, modify or remove privileged credentials from the service as well as recover access logs, recordings and other associated metadata
• API automation tools:
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • Other
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: Each customer is provisioned a single tenant separated by schema to ensure security and continuity of tenant. Tenants are hosted on an AWS cloud service which scales with demand. CyberArk makes use of 3 availability zones in AWS to ensure uptime. In addition, users can be segregated into sets based on their demands, each set is a discrete instance with associated resource.
• Usage notifications: Yes
• Usage reporting:
  • Email
  • Other
• Other usage reporting: Account Manager

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Other
• Other metrics: Service Status
• Reporting types: Real-time dashboards

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up: Privileged accounts and associated audit logs, recordings, and metadata.
• Backup controls: Users can take point in time backups of policy and configuration as data exports. All other aspects of backup are controlled by the vendor.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery:
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • Other
• Other protection between networks: Communication between the customer's environment and the Privilege Cloud platform is conducted through a secure VPN protocol proprietary to CyberArk.
• Data protection within supplier network: Other
• Other protection within supplier network: CyberArk uses advanced encryption algorithms to protect data at rest and DLP to restrict data access to intended audience.

Availability and resilience

• Guaranteed availability: "CyberArk is committed to a service availability SLA of 99.95% for Privilege Cloud SaaS.; In the event CyberArk does not meet the Availability Commitment, Customer shall be eligible to receive a credit (“Service Credit”). Service Credits are calculated as a percentage of the pro-rated monthly subscription fee paid to CyberArk for the affected SaaS Product for the Subscription Term in which the Unavailability occurred, and based on the actual Uptime Percentage"
• Approach to resilience: Deployed on an AWS platform and resides in three different Availability Zones (AZ), in case of outages in one of the AZ data-centres. Each AZ includes the application and all the supported entities that are required for the proper functionality of the solution, and monitoring.
• Outage reporting: Public dashboard and Email Alert

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Other
• Other user authentication: CyberArk supports and recommends integration with an existing user directory, e.g. Active Directory, as well as the use of a multi-factor authentication solution that supports either the RADIUS or SAML protocol for access to the solution.
• Access restrictions in management interfaces and support channels: Management interface is controlled by RBAC. Support access with CyberArk requires users to be registered and also take have completed training and passed the Defender exam
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Other
• Description of management access authentication: In the same way as user access is authenticated - Users can access using the PVWA, the REST API and also via PSM or PSM/P and in addition users can use CyberArk in built 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: 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: The Standards Institute Israel
• ISO/IEC 27001 accreditation date: 14/03/2023
• What the ISO/IEC 27001 doesn’t cover: Certificate is Applicable to Business processes: Research, development, sales and support of information security solutions and technologies.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: N/A
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: CyberArk’s products are listed as level 1 on the Cloud Security Alliance’s Security Trust Assurance and Risk (STAR) registry. This encompasses key principles of transparency, rigorous auditing, cloud security, and privacy best practices. This information can be found here: https://cloudsecurityalliance.org/star/registry/cyberark/
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 9001
  • Common Criteria
  • NISA Certified
  • VPAT 508
  • FIPS 140-2
  • NIST 800
  • SOC2

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: CyberArk has the following additional accreditations: ISO 9001, Common Criteria, NISA Certified, VPAT 508, FIPS 140-2, NIST 800 & SOC2 certified.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Supplier-defined controls
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: As opposed to other cloud service providers who only provide a service but use 3rd-party technologies, CyberArk developed all the technologies it uses from scratch and only uses standard servers and routers (no 3rd-party technologies). This allows much more flexibility and rapid reaction to new threats and attack vectors as we do not have to wait for updates and patches – we do them ourselves immediately. In order to fight todays sophisticated and constantly changing attack patterns we have CyberArk’s 24x7 SOC - manned with security experts that can handle any attack in real time.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Available on request
• Incident management type: Supplier-defined controls
• Incident management approach: We have defined process of incident response and an incident response team whose responsibilities include: Analysis of the security issue risk (based on Severity Matrix and CVSS), remediation and recommendation. SLA of handling the issue according to the risk level. In case the decision is to fix, the fix is like any standard feature\bug development, including validation (QA) and automation. Security bulletin - in case a security issue found risky, and requires patch, we have a mechanism of publishing "security bulleting" to our customers. This bulletin contains explanation of the issue, and mitigation steps (including patch if needed).

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: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: "CyberArk SaaS solutions are hosted on AWS. ; AWS is continuously working to increase the efficiency of our facilities, and our scale allows us to achieve higher resource utilization and efficiency than typical on-premises data centres. When possible, we incorporate direct evaporative technology for cooling our data centres, reducing energy and water consumption. During cooler months, outside air is directly supplied to the data centre without using any water. During the hottest months of the year, outside air is cooled through an evaporative process using water before being pushed into the server rooms, and we have optimized our cooling systems to minimize water usage. AWS has also demonstrated our commitment to water stewardship by using reclaimed or recycled water instead of potable water in multiple regions, and we are working with local utilities to expand the use of reclaimed water."

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: £105.00 a unit a month
• Discount for educational organisations: No
• Free trial available: No

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.