PURE CLOUD SOLUTIONS LIMITED

Managed Cyber Security - User Protection

The User Protection bundle provides fully managed cyber security for end users, combining user and account protection with ongoing education to reduce cyber risk, prevent attacks, and strengthen security awareness across the organisation.

Features

• Advanced phishing detection
• Continuous user security awareness training
• Identity and account protection monitoring
• Endpoint threat protection
• Microsoft 365 data backup and rapid recovery
• Automated security alerts
• Role based access controls
• Cloud based management
• Policy driven security
• Compliance reporting

Benefits

• Reduces risk from phishing and social engineering attacks
• Improves user security awareness and behaviour
• Protects accounts from unauthorised access
• Limits impact of malware and ransomware
• Ensures rapid recovery of Microsoft 365 data
• Simplifies ongoing cyber security management
• Improves visibility of user related threats
• Supports regulatory and compliance requirements
• Strengthens organisational cyber resilience
• Delivers consistent protection through managed services

• Education pricing available

Service documents

• Pricing document

  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 support@purecloudsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

853515890428420

Contact

Nick Matthews
03331506780
support@purecloudsolutions.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: Yes

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: Kaseya products operate within a unified cloud ecosystem, sharing data, alerts, and policies across security, backup, and user protection tools. Centralised management enables integrated monitoring, automation, and reporting, delivering consistent protection and faster response across users, devices, and cloud services.
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: Depending on the service, the service relies on supported agents and integrations being deployed to user devices and cloud services. Full functionality requires compatible operating systems, Microsoft 365 licensing where applicable, and internet connectivity. Some advanced features may depend on user adoption, policy configuration, and third party platform limitations.
• System requirements:
  • Windows
  • MacOS
  • Linux

User support

• Email or online ticketing support: Yes
• Support response times: Our internal SLA requires responses to email tickets within 15 minutes. Cases raised by phone are handled immediately where possible. Response times may vary depending on the nature of the issue and whether third parties, such as ISPs, are involved.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Accessible through a website widget.
• Web chat accessibility testing: An established product provided by a third party supplier, with all testing and development carried out in-house for their proprietary system.
• Onsite support: Yes
• Support levels: Level 1 issues cause major disruption to core functions such as service delivery, traffic, billing, or maintenance. They require immediate corrective action, and customers may report them online or by telephone at any time. Level 2 issues seriously affect more than half of system operations and also need prompt attention, though they may be reported only during office hours. Level 3 issues have a limited impact on system performance and do not significantly affect customer service. These may include minor faults or non-urgent queries and can be reported online or by phone within office hours. Level 4 covers general support requests, including configuration, setup, training, or “how to” guidance, and is chargeable unless covered by the agreed services. Response targets range from two hours for Level 1 to twenty-four hours for Level 4, with corresponding workaround times set for each priority level. Support levels vary according to the size and needs of the organisation. Any extended or out-of-hours support falls outside standard provision and will incur additional charges. Pricing for these enhanced services is available on application, ensuring support arrangements remain aligned with each organisation’s requirements.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: We help users start using our service through a structured onboarding approach designed for rapid adoption. This includes clear user documentation, step by step setup guides, and administrator manuals. We provide online training sessions covering core features, configuration, and best practice usage. Where required, we offer onsite training tailored to the organisation’s environment and user roles. Users also have access to knowledge base articles, video tutorials, and quick start guides. Ongoing support is available during and after onboarding to ensure users are confident, productive, and able to fully use the service from day one.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: When a contract ends, an offboarding process is initiated. User data can be securely exported through the management portal in supported formats. Where required, we support customers with data extraction and transfer, ensuring continuity and a controlled transition to another provider or platform.
• End-of-contract process: When a user’s contract ends and they choose to leave, an offboarding process is initiated and a support ticket is raised. We assist with data migration and work closely with the customer to ensure the transition to a new provider is as smooth as possible. As each customer has different requirements, the offboarding approach is tailored to meet their specific needs.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Through an administrator led export of user data using built in export tools or APIs. Data is typically provided in standard formats such as CSV or JSON, allowing users to securely download and retain their information when the contract ends.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Users can access security awareness training (SAT) on mobile devices through a web browser or email links. Training modules, videos, and phishing simulations are delivered via responsive web portals and mobile friendly content, allowing users to complete training on smartphones and tablets without installing an app.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: All elements of the User Protection bundle are managed through a centralised, cloud based portal. Administrators can configure policies, monitor activity, manage users, review alerts, and access reporting across security, training, and data protection services from a single management interface.
• Accessibility standards: None or don’t know
• Description of accessibility: Managers are given permission through role based access controls within the management portal. Access is assigned by administrators, defining what each manager can view or manage, such as reporting, user management, or policy settings. All permissions are controlled centrally and can be audited or adjusted at any time.
• Accessibility testing: Management and user portals are designed to work with common assistive technologies, including screen readers, keyboard navigation, and browser accessibility tools. Usability and accessibility feedback is reviewed during platform updates to improve compatibility and user experience.
• API: Yes
• What users can and can't do using the API: APIs allow integration with third party systems for user management, reporting, automation, and event handling. Availability and scope vary by product and licensing, and access is typically controlled through authenticated, role based permissions within the Kaseya ecosystem.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Managers can customise the services through the central management portal, using the permissions assigned to their role. Typical customisation includes:; ; - Creating and adjusting policies and security baselines; - Assigning training modules and scheduling phishing simulations; - Producing tailored dashboards and compliance reports

Scaling

• Independence of resources: The service is delivered using a scalable, multi tenant cloud architecture designed to isolate customer workloads. Resources are logically separated, with capacity management, performance monitoring, and automated scaling in place to prevent individual customer demand from impacting other users. This ensures consistent performance and service availability.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides clear operational and security metrics through the management portal. These include phishing detection rates, user training completion, simulated attack outcomes, account protection alerts, backup success and failure status, recovery activity, and system health. Metrics support ongoing monitoring, reporting, and service assurance.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Kaseya - A global IT management and cybersecurity software company

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Administrator led, with written confirmation from an approved manager or director. Support tickets are raised to maintain full audit logs and change control.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PST for M365
  • Original file formats
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • TXT
  • EML
  • PST
  • DOCX
  • XLSX
  • PDF
  • Standard file formats for OneDrive and SharePoint content

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: The service is delivered on a highly available cloud platform designed for continuous operation. Kaseya targets high availability, typically 99.9% uptime, excluding planned maintenance. Availability is supported by resilient infrastructure, redundancy, monitoring, and automated failover to minimise service disruption.
• Approach to resilience: The service is designed using a resilient cloud architecture with redundant infrastructure, distributed data storage, and automated failover. Continuous monitoring, regular backups, and scalable capacity reduce single points of failure. Security and management services are delivered across multiple availability zones to maintain service continuity.
• Outage reporting: Service outages are reported through multiple channels. Status updates and incident notifications are provided via service status pages where available, with email alerts issued to administrators for significant incidents. Where supported, APIs expose service health and alert information to enable integration with customer monitoring and incident management processes.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted using role-based access controls and least-privilege principles. Only authorised users are granted administrative access, with permissions aligned to job roles and responsibilities. Authentication is required for all access, and administrative actions are logged for audit purposes. Support access is limited to approved personnel and controlled through authenticated ticketing systems. Where required, access can be time-limited or revoked immediately. These controls ensure only permitted users can view, change or support customer environments.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

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: We operate formal information security and quality management systems aligned to ISO/IEC 27001 and ISO 9001. These define our information security policies, risk management, access control, incident management, change control and supplier assurance processes. Responsibility for information security sits with senior management, with clear ownership and escalation paths for incidents, risks and non-conformities. Policies are reviewed regularly, approved at management level and communicated to all relevant staff. Compliance is enforced through defined procedures, role-based access controls, monitoring, internal audits and management reviews. Staff receive regular training to ensure policies are understood and followed. Independent external audits are carried out to maintain certification, providing assurance that controls remain effective and continuously improved.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Configuration and change management is controlled through a formal change control process. All configuration changes require a ticket to be raised, ensuring each request is logged, assessed and tracked from initiation to completion. The level of approval required depends on the nature and risk of the change, with higher-impact changes requiring written approval from an authorised manager or director. Changes are implemented in line with documented procedures to minimise risk and disruption. Full change logs are maintained, providing a complete audit trail of requests, approvals, actions and outcomes for compliance and review purposes.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: The service follows a structured vulnerability management process. This includes continuous vulnerability scanning, regular penetration testing, and threat intelligence monitoring. Identified vulnerabilities are risk assessed, prioritised, and remediated through patching or configuration changes. Updates are tested before deployment, with audit logging and change control supporting ongoing security assurance.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Protective monitoring is delivered through continuous security and operational monitoring across the platform. Logs, alerts, and events are collected and analysed to detect suspicious activity, policy violations, and service issues. Automated alerts trigger investigation and response, supported by audit logs, reporting, and escalation procedures to maintain security and service integrity.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Yes. Our ISO/IEC 27001–certified information security management system includes a defined incident management approach. We maintain pre-defined procedures for common security and service incidents, covering identification, response, escalation and resolution. Users can report incidents through our support and ticketing channels, which are monitored and triaged promptly. Incidents are logged, investigated and managed in line with documented processes. Where appropriate, customers are provided with incident updates and post-incident reports outlining impact, root cause and corrective actions taken.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 20%
• Over £5,000,001: 25%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Monday 4 August 2025
• What the ISO/IEC 27001 doesn’t cover: ISO/IEC 27001 covers all elements of confidentially, integrity and availability of data.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Saturday 5 July 2025
• What the ISO 9001 doesn’t cover: ISO/IEC 9001 covers all elements of quality, confidentially, integrity and availability of data.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 7d6f8ae6-2eb3-4cb0-9985-715a3d6b8297
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 8d342f79-c4a5-4b3f-9794-73d7c063621e
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  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 support@purecloudsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.