Zscaler Zero Trust ZIA

Service scope

Service constraints: Anything below a 250 user limit and the service may not be cost effective.
Like any cloud service, Zscaler may have scheduled maintenance windows for updates, patches, and improvements.
System requirements: Operating System. Ensure compatibility from Windows 8 & upwards

Access to OS Security Features

Firewall Requirements: Address firewall rules.

Microsoft .NET Framework: Version 4 and above.

User support

Email or online ticketing support: Email or online ticketing
Support response times: In line with Zscalers SLA's for support, all support is handled directly between the buyer to Zscaler
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: Web chat
Web chat support availability: 24 hours, 7 days a week
Web chat support accessibility standard: None or don’t know
How the web chat support is accessible: Users can access Zscaler’s web chat through their browser, making it widely available.
It’s accessible from various devices, including desktops, laptops, and mobile devices.
Chat Interaction: Users can engage in real-time text-based conversations with Zscaler support agents.
Issue Reporting: Users can report technical issues, seek help, or ask questions related to Zscaler services.
Status Updates: Users can inquire about the status of existing support tickets or ongoing investigations.
Documentation Links: Support agents can share relevant documentation or knowledge base articles via chat.
Limitations:
No Voice or Video: Zscaler web chat is text-based only; users cannot make voice or video calls.
No File Attachments: Users cannot attach files directly within the chat interface.
No Real-Time Screen Sharing: Unlike some other support channels, screen sharing is not available in the chat.
Web chat accessibility testing: Zscaler has conducted web chat accessibility testing to ensure their chat software is usable by individuals who rely on assistive technologies. The chat software has been tested with various web browsers that support assistive technologies such as Dragon and Jaws. This testing ensures that users with disabilities can effectively engage in real-time chat interactions using Zscaler’s web chat feature.
Onsite support: Yes, at extra cost
Support levels: Support comes direct from Zscaler, iomart resell the service.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: User Documentation:
Zscaler offer comprehensive documentation that covers installation, configuration, and usage. Users can find step-by-step guides, FAQs, and troubleshooting tips.
Documentation is accessible online, allowing users to refer to it at their convenience.
Online Training:
Our online training modules provide interactive learning experiences. Users can access webinars, video tutorials, and self-paced courses.
Topics include setup, best practices, and advanced features.
Community Forums:
Users can engage with other Zscaler users in community forums. They can ask questions, share insights, and learn from real-world scenarios.
Support Channels:
Our support team is available for assistance. Users can submit tickets, chat with experts, or explore knowledge bases.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: At the end of the contract, users can extract their data from the Zscaler Client Connector using the following methods:

Data Retention Period:
Zscaler retains customer data logs for a specified period. At the end of the contract, users’ data will be deleted according to Zscaler’s six-month retention period unless otherwise agreed upon11.
Manual Extraction:
Users can manually export their relevant data before the contract ends. This includes any logs, reports, or configuration settings.
Refer to Zscaler’s documentation for specific instructions on extracting data.
Communication with Zscaler:
Users can directly contact Zscaler support to request data extraction. Zscaler will assist in providing the necessary data.
End-of-contract process: At the end of the contract with Zscaler, several important actions take place:

Data Retention and Deletion:
Zscaler retains customer data logs for a six-month period. After the contract ends, this data is deleted unless otherwise agreed upon.
Users can manually extract their relevant data before contract termination.
User Experience Monitoring:
Zscaler’s Digital Experience (ZDX) leverages the Client Connector to gain insights into app, network, and device performance. This helps accelerate issue resolution.
Security Measures:
The Client Connector ensures secure, fast, and reliable access to apps over any network.
It supports various user devices (laptops, smartphones, tablets) and runs on multiple platforms (Windows, macOS, iOS, Android, Linux, ChromeOS).
Cost and Complexity:
The contract price typically covers access to Zscaler services, including the Client Connector.
Additional costs may arise if users require specialized features, extended support, or custom configurations.
In summary, Zscaler’s Client Connector simplifies secure remote access, enhances productivity, and provides valuable insights while ensuring data protection and cost-effectiveness

Using the service

Web browser interface: Yes
Using the web interface: Access the Zscaler Web Portal to:
Configure Policies.
Deploy Zscaler Client Connectors
Integrate with Zscaler Zero Trust Exchange
Policy Updates
User Management
Threat Intelligence dashboard
Data Protection policy
Monitoring and Reporting
Integration with Other Services
Software Updates
Web interface accessibility standard: None or don’t know
How the web interface is accessible: Ease of Use:
The interface is user-friendly, with intuitive navigation and clear labeling, making it easy for users to find and use features.
Compatibility:
It is compatible with various browsers and devices, allowing users to access the service from anywhere.
Assistive Technologies:
The web interface supports assistive technologies, enabling users with disabilities to interact with the service.
Making Changes:
The interface allows users to make changes to configurations, policies, and user settings with just a few clicks.
Web interface accessibility testing: Zscaler is committed to ensuring that their web interface is accessible to all users, including those who rely on assistive technologies.
User Testing: Engaging with users who rely on screen readers, magnification software, and other assistive tools to navigate and use the web interface.
Compliance Checks: Ensuring the interface meets international accessibility standards, such as WCAG (Web Content Accessibility Guidelines).
Feedback Loops: Collecting and incorporating feedback from assistive technology users to make continuous improvements.
API: Yes
What users can and can't do using the API: Zscaler provides APIs that allow developers to automate tasks and integrate with other applications.
scaler Internet Access (ZIA) API:
The ZIA API enables programmatic access to Zscaler’s cloud security services.
Developers can use it to automate tasks related to web security, policy management, threat intelligence, and more.
Zscaler Private Access (ZPA) API:
The ZPA API gives programmatic access to various ZPA features.
It allows developers to manage secure access to private applications, user authentication, and connectivity.
Further information available on request
API automation tools: Ansible

Chef

OpenStack

SaltStack

Terraform

Puppet
API documentation: Yes
API documentation formats: HTML
Command line interface: Yes
Command line interface compatibility: Linux or Unix

Windows

MacOS

Other
Using the command line interface: Setting Up the Service:
Configuration: Users can set up the Zscaler Client Connector by configuring it with relevant parameters via the command line. This includes specifying proxy settings, authentication details, and other connection options.
Making Changes:
Customization: Users can customize the behavior of the client connector by adjusting command-line options. For example, they can enable or disable specific features, set logging levels, or modify update settings.
Limitations:
Complex Tasks: While basic configuration and customization are possible, more complex tasks (such as advanced network routing) may require additional tools or manual intervention.
Platform Dependencies: Some features may be platform-specific (e.g., Windows vs. Linux), limiting cross-platform consistency.

Scaling

Scaling available: Yes
Scaling type: Automatic
Independence of resources: Zscaler ensures that individual user experiences are not impacted by the demand other users place on the service through elastic scalability. This means the infrastructure automatically adjusts to traffic demands, maintaining strong security and consistent performance. Zscaler’s cloud architecture is designed to handle surges in traffic without affecting user experience, backed by a service-level agreement that guarantees the necessary bandwidth and seamless cloud connectivity.
Usage notifications: Yes
Usage reporting: API

Email

SMS

Analytics

Infrastructure or application metrics: No

Resellers

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

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: United Kingdom
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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest: Physical access control, complying with another standard

Scale, obfuscating techniques, or data storage sharding
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

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: No

Data-in-transit protection

Data protection between buyer and supplier networks: Private network or public sector network

TLS (version 1.2 or above)

Bonded fibre optic connections
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Other
Other protection within supplier network: Technical controls are employed to protect data in transit within iomart's network. These include restriction of traffic via firewall configuration rules and appropriate segregation of data.

Availability and resilience

Guaranteed availability: Zscaler guarantees a high level of availability through its Service Level Agreements (SLAs). They offer a 100% service availability commitment for their Zscaler Internet Access (ZIA) and Zscaler Private Access (ZPA) services1. This means the services are designed to be available without interruption every month.

In terms of refunds, if Zscaler fails to meet these SLAs, customers are eligible for service credits. The aggregate maximum service credit issued for not meeting any SLA in a single calendar month will not exceed thirty (30) calendar days’ worth of the paid SaaS. However, it’s important to note that service credits do not entitle the customer to any refund or other payment from Zscaler1. For more detailed information, customers should refer to the specific terms outlined in their agreement with Zscaler.
Approach to resilience: Zscaler’s service is designed for resilience through a multi-tenant, distributed cloud architecture. It ensures no single point of failure with built-in redundancy and automatic failover capabilities. The service operates across multiple data centers globally, providing geo-redundancy and 24/7 availability. Zscaler’s platform dynamically scales to handle traffic surges, maintaining performance and security. Elastic cloud infrastructure adapts to changing demands, and real-time updates protect against emerging threats. This architecture, combined with continuous monitoring and proactive incident response, upholds Zscaler’s commitment to 100% service availability, as stated in their SLAs.
Outage reporting: Zscaler’s service reports outages through its status page, which provides real-time information on system performance and any incidents. Customers can subscribe to updates and receive notifications via email, SMS, or RSS feeds. The status page details the nature of the outage, impacted services, and expected resolution time. Additionally, Zscaler’s 24/7 support team is available to assist with any queries during an outage. The company also employs proactive monitoring systems that alert their operations team to potential issues before they affect users. This multi-channel communication ensures transparency and timely updates during service disruptions

Identity and authentication

User authentication: Limited access network (for example PSN)

Dedicated link (for example VPN)

Username or password
Access restrictions in management interfaces and support channels: Access to all service interfaces (for consumers and providers) is constrained to authenticated and authorised individuals. Remote management access is authenticated and directly associated to authorised individuals rather than group accounts. All managed systems monitored and access logged and tracked for auditing purposes
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

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: 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: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: ISOQAR
ISO/IEC 27001 accreditation date: 27/10/2023
What the ISO/IEC 27001 doesn’t cover: Iomart's Statement of Applicability excludes the following controls:
- A.6.1.4 Contact with special interest groups
- A.14.2.7 Outsourced development - iomart does not outsource software development
- A.14.3.1 Protection of system test data - only artificially generated data is used for testing purposes
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: Yes
Who accredited the PCI DSS certification: One Compliance Cyber Ltd
PCI DSS accreditation date: 23/02/2024
What the PCI DSS doesn’t cover: Hosting provider:
- application / software
- hardware
- infrastructure / network
- physical space (colocation)
- storage
- web
- security services
- share hosting provider

Managed Services
- systems security services
- IT support
- physical security
- other services (PCI Compliant Infrastructure as a Service)
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: Police Assured Secure Facility

NHS Data Security & Protection Toolkit

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001

Other
Other security governance standards: Cyber Essentials
NIST
PCI DSS level 1 service provider
NHS Data Security & Protection Toolkit
UK GDPR
Information security policies and processes: Iomart maintains a comprehensive information security policy framework and has implemented an information security management system which has been assessed and verified as meeting the requirements of ISO27001:2013 by a UKAS accredited certification body.

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: Iomart's configuration and change management processes have been developed in line with the requirements of ISO 20000-1:2018 and ITIL. Changes are assessed for potential security impact as part of this process which is also aligned with PCI DSS and ISO 27001.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Iomart manages vulnerabilities according to an ISO27001 aligned policy and maintains membership of a pre-public disclosure forums.

This approach also aligns with PCI DSS and Cyber Essentials.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Iomart Protective Monitoring process is aligned with ISO27001:2013 control A.12.4 which details:
• Event Logging
• Protection of log information
• Admin & operator logs
• Clock synchronisation
• Incident Management
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: Iomart incident management process is aligned with ISO27001:2013 control A.16.1 which details:
• The full incident management procedure
• Responsibilities & procedures
• Assessment of and decision on security events
• Response process
• Evidence collection
• Learning from incidents

This process also aligns with ISO 20000-1:2018 and ITIL.

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)

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
Who implements virtualisation: Third-party
Third-party virtualisation provider: Zscaler
How shared infrastructure is kept separate: Organizations sharing cloud infrastructure are kept separate through various isolation strategies. Silo Isolation uses distinct containers for each tenant. Pool Isolation allows shared resources but with logical separation, like different databases. The Bridge Model combines shared and isolated resources. Tier-Based Isolation separates application layers for added security. Identity and Access Management (IAM) ensures only authorized users access their data. Technologies like Virtual Private Clouds and Network Access Control Lists provide additional security layers, maintaining strict data privacy and integrity in a multi-tenant environment.

Energy efficiency

Energy-efficient datacentres: No

Social Value

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

Fighting climate change

iomart recognises the environmental impacts of our business operations and continually seeks to minimise this impact with a commitment to achieving Net Zero by 2050, or earlier. To control and reduce our environmental footprint, iomart implemented a sustainability and energy efficiency programme aligned with a number of the UN Sustainable Development Goals, specifically #13 – Climate Action, which aims to take urgent action to combat climate change. This programme complies with the requirements of ISO 14001:2015 and ISO 50001:2018, which form the basis of iomart’s Energy Management and Environmental Management Systems, respectively. As part of this programme, iomart: • Partners with Schneider Electric to establish carbon reduction targets and implement a roadmap to reduce our overall emissions in alignment with UK Government targets • Purchases Renewable Energy Guarantees of Origin (REGO) certified renewable energy across our entire UK data centre estate, resulting in a 99% decrease in total carbon emissions under the market-based reporting approach since our benchmark year of FY21 • Continues to meet the UK Government Streamlined Energy and Carbon Reporting (SECR) requirements, including energy use and carbon emissions information in its annual report • Carries out assessments under the Energy Savings Opportunity Scheme (ESOS), administrated by the Environment Agency to identify tailored measures to save energy and achieve carbon savings • Operates an ongoing programme of energy efficiencies across its data centre estate, including the installation of LED lighting and the upgrade of UPS battery power systems • Has relocated its headquarters to a more sustainable premises with green commuting encouraged • Maintains responsible business operations including recycling/segregation of waste, considering environmental factors during the procurement process and encouraging employee involvement in energy efficiency improvement initiatives • Is rolling out new initiatives to reduce environmental impact, including the installation of solar panels at its flagship data centre

Covid-19 recovery

iomart recognises the continued impact of Covid-19 on communities, businesses and staff. Having implemented a Business Continuity Plan aligned with ISO 22301 best-practice guidelines, iomart was able to seamlessly transition to a remote working policy for the majority of employees at the start of the global pandemic. Safe working practices were introduced for those working at our data centre sites to support Critical National Infrastructure during this time. Reflecting on this era, iomart recognised that many employees value the ability to work from home. In response, iomart introduced a hybrid working policy in order to balance the needs of the business with the flexibility for employees to work both from the office and remotely. As a managed services provider, iomart continues to provide the necessary infrastructure and support to many customers which allow them to offer their staff remote and hybrid working, enjoying the same benefits as many iomart employees. Having provided many customers with financial initiatives to delay invoice payments during the pandemic to help with their cashflow, iomart played a pivotal role in ensuring that a significant number of small and medium business continue trading today and continues to work closely with them to provide business-critical services. iomart continues to partner with the organisation Business Volunteers to support various charities within the local communities in which it operates. Through numerous volunteering engagements, iomart employees have supported a food-growing charity to encourage families to get outdoors, exercise and grow healthy food. They have contributed towards the rejuvenation of the site with a new seating space and raised beds, repairing compost bins and digging up areas that had overgrown. Our teams have also volunteered at a food bank warehouse, taking in food and household items and distributing parcels to local organisations that provide essential support to families, post Covid-19.

Tackling economic inequality

iomart takes its responsibility in this areas very seriously and is committed to acting ethically and with integrity in all of our business relationships. This commitment and subsequent efforts to operate responsibly are fulfilled through the operation of corporate governance processes and ISO-certified business procedures. iomart has implemented robust controls and checks, including continual monitoring, to ensure that there is no modern slavery or human trafficking in its supply chain or in any part of the business. We conduct internal risk and material assessments within our supply chain, requiring suppliers to undergo a due diligence process prior to product or service provision. Employees are paid fairly, with salaries paid directly into their own bank accounts. Cyber security risks are identified and managed via iomart’s Information Security Management System which is based on the requirements of ISO 27001, an internationally-recognised standard governing the protection of personal records and sensitive information. Conformity with this rigorous security standard is monitored continuously and assessed by iomart’s UKAS-accredited certification body, providing external assurance of the controls validated. iomart operates an Equality, Diversity and Inclusion programme which is aligned with the United Nations Sustainable Development Goal #8 - Decent Work and Economic Growth – which promotes sustained, inclusive and sustainable economic growth, full and productive employment and decent work for all. Actions and initiatives to support this goal include: • Mentoring partnerships with MCR Pathways, supporting equality of education outcomes, career opportunities and life chances • Regular engagements with SmartSTEMs, a charity which aims to provide equity of access and opportunity for all young people to STEM education and career opportunities • Partnership with and recruitment via Generation, a non-profit organisation transforming education to employment systems to prepare, place and support people into life-changing careers that would otherwise be inaccessible

Equal opportunity

iomart is committed tackling workforce inequality. Closely aligned with the United Nations Sustainable Development Goal #5 - Gender Equality, which aims to achieve gender equality and empower all women and girls, iomart’s approach aims to shine a spotlight on diversity, inclusion, belonging and talent whilst ensuring our policies, recruitment and frameworks are free from bias. To achieve this, iomart: • Operates a diversity and inclusion strategy devised to reduce any real pay gap in the longer term, with an annual Gender Pay Gap report published annually • Has implemented measures to monitor key demographic data, which allows us to set targets to improve representation in key areas • Continues to refresh and expand our employee networks, working towards a gender balance of 30% female representation by 2030 whilst tracking diversity statistics to ensure informed decision making across the business. • Partners with Empowering You, an organisation aiming to build an empowered community of diverse, authentic and confident leaders who can inspire a meaningful and sustainable cultural shift that benefits their organisation, wider industry and society at large • Has implemented an Equal Opportunities Policy in accordance with the Equality Act (2010) • Provides training for managers to better understand neurodivergent and disabled employees’ needs • Publishes a statement on Modern Slavery in accordance with section 54(1) of the Modern Slavery Act 2015, reflecting iomart’s commitment and efforts to operate responsibly • Redacts demographic information from CVs to reduce unconscious bias during the recruitment process • Operates a flexible working policy to promote a healthy work-life balance whilst allowing staff to fulfil other duties outside the workplace such as childcare and supports them working to their individual strengths

Wellbeing

iomart promotes the wellbeing of our people though a number of employee benefits and initiatives that impact physical and mental health. These include: • An Employee Assistance Programme with 24/7 support • A cycle to work scheme, with Head Office facilities designed to encourage green commuting • Enhanced benefits with length of service, such as medical and dental cover • Neurodiversity training • Flexible and hybrid working policies to promote a healthy work-life balance This commitment to wellbeing is extended throughout our local communities whereby iomart actively participates in charity engagement and volunteerism. Through our partnership with Business Volunteers, iomart works with local charities to support strong, integrated communities. We began hosting Volunteer Days at our Glasgow and Manchester sites in 2021. We have cooked and served Christmas dinners vulnerable people in Manchester and volunteered at the Glasgow Community Garden Trust to support a food-growing charity in encouraging families to get outdoors, exercise and grow healthy food. Employees helped to rejuvenate the site with a new seating space and raised beds, repairing compost bins and digging up areas that had overgrown. Additionally, iomart worked with FareShare UK to help deliver food that would prepare 40,000 meals for people in need. To further promote the physical health and wellbeing of staff and the wider community, iomart seeks to develop more sustainable business operations intended to reduce its environmental footprint.

Pricing

Price: £537.83 to £712.89 a user a year
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Yes, Zscaler does offer free trial options. They provide a 90-day free trial which includes access to Zscaler Advanced Cloud Sandbox, Advanced Cloud Firewall, and Cloud DLP. This allows potential customers to experience Zscaler’s comprehensive ransomware protection and other security features before committing to a subscription.

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Backup and recovery

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Separation between users

Energy efficiency

Pricing

Service documents

Cookies on Digital Marketplace

Zscaler Zero Trust ZIA

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Backup and recovery

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Separation between users

Energy efficiency

Social Value

Pricing

Service documents