Creative Networks

Mimecast Implementation and Support

Mimecast offers email security, archiving, and continuity solutions. Mimecast Implementation ensures smooth setup and integration, while Mimecast Support provides ongoing technical assistance for optimal performance and protection against threats like phishing and malware.

Features

• Advanced threat protection: defends against phishing, malware, and breaches.
• Spam filtering: efficient email management with robust security.
• Data leak prevention: safeguards sensitive information integrity.
• Email archiving: compliance and historical data storage assurance.
• Continuity solutions: ensures uninterrupted email communication.
• Smooth setup and configuration: seamless integration for effectiveness.
• Ongoing technical assistance: ensures optimal performance and reliability.
• Troubleshooting and issue resolution: uninterrupted operation assurance.
• Configuration guidance: enhances security with best practices implementation.
• Integration support: ensures seamless operation within existing infrastructure.

Benefits

• Heightened email security: reduces cyber threats and vulnerabilities.
• Enhanced productivity: streamlines email management and filtering processes.
• Data protection: shields sensitive information, mitigating breach risks.
• Compliance assurance: meets regulatory standards, mitigating legal repercussions.
• Uninterrupted communication: minimises downtime, ensuring continual operation.
• Efficient setup and integration: saves time and resources.
• Reliable technical support: resolves issues promptly and effectively.
• Seamless operation: minimises workflow disruptions.
• Optimal security configurations: strengthens overall cyber defences.
• Smooth integration: enhances compatibility within existing systems.

£7.50 a user a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

976266478534025

Contact

Azeem Javed
03303337337
aj@creative-n.com

Service scope

• Service constraints: Buyers of Mimecast should note reliance on internet connectivity, potential latency, scheduled maintenance, and service level agreements for uptime. Integration complexities may arise when integrating with existing infrastructure, and subscription renewals are part of the subscription-based model.
• System requirements:
  • Compatible email platforms required (e.g., Exchange, Office 365).
  • Reliable internet connectivity for cloud-based service access.
  • Supported web browsers for administration console access.
  • Sufficient storage space for email data archiving.
  • Compliance with Mimecast's specified OS and browser requirements.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support response times - 08:30 - 18:00 Weekdays, excluding Bank Holidays. Out of hours support available where necessary. 30 minutes to 8 hour response dependent on priority call, P1 - 30 mins, P2 - 1 hour, P3 - 4 hours, and P4 - 8 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: We have not conducted any testing of web chat accessibility with users employing assistive technology.
• Onsite support: Onsite support
• Support levels: End-user training can be provided at an ad hoc cost. We provide a UK based Service Desk for support. Out of hours support is available. Our helpdesk is made up of 1st, 2nd and 3rd Line technical expertise. A Technical Account Manager will be assigned as standard as a part of our standard and premium IT Support, see our pricing schedule and SFIA Rate Card for details.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We assist users in adopting the service through a variety of resources tailored to their needs. Our user documentation offers step-by-step guides, FAQs, and troubleshooting tips for independent learning. Additionally, we provide interactive online training sessions and webinars led by experienced instructors to guide users through setup and configuration processes effectively. For those preferring personalised assistance, optional onsite training sessions can be arranged to address specific organisational requirements. Our dedicated technical support team is readily available to assist users with any inquiries or challenges they may encounter, offering prompt resolution via email, phone, or online chat. With these resources and support channels in place, we aim to ensure a smooth onboarding experience and empower users to harness the full capabilities of the service for their communication needs.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Exported upon request. Contact the Support Helpdesk or Technical Account Manager.
• End-of-contract process: At the end of the contract services will continue on a rolling 30 day agreement until either party serves notice. If it is decided the client will exit, Creative Networks will assist in transitioning and migration of services ensuring continuity and a smooth handover. We will, where applicable deliver an Exit Plan which sets out the proposed methodology for achieving an orderly transition of Services on the expiry or termination of the contract. The Exit Plan will contain at minimum: Separate mechanisms for dealing with Ordinary Exit and Emergency Exit. The management structure to be employed during both transfer and cessation of the services and a detailed description of both the transfer and cessation processes, including a timetable. Document how the Services will transfer including details of the processes, documentation, data transfer, systems migration, security and the segregation of technology components. Specify the scope of the Termination Services that may be required and any charges that would be payable for the provision of such Termination Services and detail how such services would be provided. Provide a timetable and identify critical issues and set out the management structure to be put in place and employed during the Termination Assistance Period.

Using the service

• Web browser interface: Yes
• Using the web interface: Through Mimecast's web interface, users can set up and manage the service by configuring email security policies, archiving rules, user permissions, and integration options. These tasks are typically performed within the administration console, where users can access various menus and settings to customize Mimecast according to their organisation's needs.; ; Users can also make changes to their Mimecast configuration through the web interface, such as adding or removing users, updating security settings, managing email archives, and adjusting configuration settings. However, there may be limitations to what users can do solely through the web interface.; ; For example, some advanced configurations or administrative tasks may not be available or fully accessible, requiring alternative methods such as using Mimecast's APIs or contacting Mimecast support for assistance. Additionally, users' permissions and access levels within Mimecast's system may restrict their ability to make certain changes or access specific features. Overall, while Mimecast's web interface provides a user-friendly platform for most setup and management tasks, users may need to explore alternative avenues for more complex or specialised configurations.
• Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
• Web interface accessibility testing: Creative Networks have not conducted any web interface testing with assistive technology users.
• API: Yes
• What users can and can't do using the API: Mimecast's API enables users to automate setup and configuration tasks, such as deploying email security policies, managing user permissions, and configuring archiving rules. Users can also make dynamic changes to their Mimecast configuration, such as adding or removing users, updating security settings, and retrieving audit logs. However, the API has limitations. Some features may not be fully accessible through the API, requiring manual intervention via Mimecast's administration console for certain administrative tasks or advanced configurations. Additionally, users must adhere to Mimecast's authentication and authorisation mechanisms to access the API securely, including obtaining API keys and configuring permissions. Mimecast may impose rate limits on API requests to ensure fair usage of resources, and users should be mindful of these limits to avoid disruptions. Despite these limitations, Mimecast's API provides significant flexibility for integrating email security and management workflows with users' systems and processes.
• API automation tools:
  • Ansible
  • Chef
  • SaltStack
  • Terraform
  • Puppet
• API documentation: Yes
• API documentation formats: PDF
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: Mimecast ensures users are unaffected by demand through scalable infrastructure, load balancing, efficient resource management, redundancy, and proactive performance monitoring. These measures maintain optimal service levels for all users, regardless of fluctuations in demand.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Mimecast

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
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• Backup controls: Users control Mimecast backups through archiving policies set in the administration console. Policies determine which emails and attachments are backed up based on criteria like sender, recipient, or content. Mimecast typically allows customisation of backup schedules and retention periods, enabling users to prioritise critical data for more frequent backups. This flexibility ensures that organisations can tailor backup processes to their specific needs and compliance requirements, optimising data protection and recovery capabilities.
• Datacentre setup: Single datacentre with multiple copies
• Scheduling backups: Users contact the support team to schedule backups
• Backup recovery: Users contact the support team

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: Mimecast typically offers service level agreements (SLAs) for availability, ensuring a high level of uptime for its services. SLAs may guarantee availability levels such as 99.9% uptime over a specified period, typically measured on a monthly or yearly basis.
• Approach to resilience: Mimecast ensures resilience through redundant infrastructure, failover mechanisms, load balancing, data replication, continuous monitoring, and comprehensive disaster recovery planning. These measures maintain high availability and reliability, even in the face of hardware failures, network issues, or localised disruptions, ensuring consistent performance and uptime for users.
• Outage reporting: Email alerts

Identity and authentication

• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Supplier defined controls.
• Access restriction testing frequency: Less than once a year
• Management access authentication: Username or password
• 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 contact the support team to get audit information
• How long user audit data is stored for: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS
• ISO/IEC 27001 accreditation date: 24/10/2022
• What the ISO/IEC 27001 doesn’t cover: Areas not covered by ISO/IEC 27001 certification include specific business processes unrelated to information security, certain third-party services or suppliers, or compliance with other industry-specific regulations.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: Organisations adhering to ISO 27001 establish robust information security practices. They develop policies aligned with ISO 27001 requirements, covering areas like access control, data protection, and incident response. Through risk assessments, they identify and prioritise security risks, implementing controls to mitigate them. Employees receive training on security policies and procedures to enhance awareness and compliance. Monitoring and review processes ensure the effectiveness of security controls, with regular audits and assessments conducted. A designated individual or team oversees the implementation and maintenance of the Information Security Management System (ISMS), reporting to senior management or the board. To ensure policy adherence, organisations employ various mechanisms such as audits, reviews, and ongoing monitoring. Non-compliance issues prompt corrective actions and improvements to the ISMS. By following these practices, organisations demonstrate their commitment to information security and continuously strive to enhance their security posture in line with ISO 27001 standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Creative Network's have in place a Change Management Process that follows the ISO 20000 Standard. A change is proposed with the Change Manager and then added to the Changes-overview. The change is scheduled to be executed and a roll back plan is created (if necessary). Rollback is actioned immediately upon confirmation as per following the rollback matrix, resources are freed and announcements are published. Periodically, the overview of archived changes is checked.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Creative Network's have a Vulnerability Management process that implements the following: Receives information about zero day threats from the National Cyber Security Center; Subscribe to newsletters from vendors and used products, in contact with special interest groups; Technical vulnerabilities are handled either using the Incident management process or the Change management process; Patches are tested following the Installation of software on operational systems.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All devices have a monitoring agent on them which can identify potential issues and report back to our service desk. If an issue is identified we have an internal 4 hour SLA to ensure remedial actions are carried asap, the seriousness of an incident will be assessed on discovery so that any priority issues can be responded to quickly. We have multiple alert systems in place and monitor them constantly. We exclusively use Linux for phone system hosting. We automatically patch daily as and when required.
• Incident management type: Supplier-defined controls
• Incident management approach: Fully developed Business Continuity and Disaster Recovery management process developed in line with ISO 22301. Creative Network's have a pre-defined Incident Management Process in place where by an incident is reported with the Incident Manager and then added to the Incidents-overview. After which, relevant log files (from all systems affected) and evidence is gathered. The incident is corrected by implementing a patch, temporary fix or workaround. It is determine whether future occurrences of the incident can be prevented, e.g. by modifying/strengthening one or more controls. Periodically, the overview of archived incidents is checked for apparent trends and effectivity of corrections.

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: Hyper-V
• How shared infrastructure is kept separate: Mimecast ensures separation between organisations by virtualization, network segmentation, access controls, encryption, and monitoring. Each organisation operates within its own isolated environment, with restricted access and stringent security measures to protect data integrity and confidentiality.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Mimecast's datacenters adhere to the EU Code of Conduct for Energy Efficient Data Centres by employing measures such as efficient cooling systems, server virtualization, renewable energy sources, energy-efficient hardware, and continuous monitoring. These initiatives aim to reduce energy consumption, lower costs, and minimise environmental impact, aligning with Mimecast's commitment to sustainability and responsible resource management.

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Mimecast Implementation and Support services enable organisations to transition to cloud-based email management, reducing the need for on-premises hardware and associated energy consumption, thus lowering carbon emissions.

  Covid-19 recovery

  Mimecast's email continuity solutions ensure uninterrupted communication, facilitating remote work arrangements necessitated by the pandemic. Mimecast Support provides essential technical assistance, helping organisations adapt to remote work environments efficiently.

  Equal opportunity

  Mimecast's services level the playing field by offering advanced email security and management solutions accessible to organisations of all sizes. This ensures that businesses, regardless of their scale or resources, can protect their email communications effectively.

  Wellbeing

  Mimecast's robust email security and continuity services contribute to the wellbeing of employees by safeguarding them from cyber threats and ensuring uninterrupted access to critical communication channels, fostering a secure and stable work environment.

Pricing

• Price: £7.50 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Mimecast typically doesn't offer a free version. Instead, it provides free trials for a limited time, offering full access to its email security, archiving, and continuity solutions. Once the trial period ends, users may need to subscribe to a paid plan to continue using Mimecast's services.

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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.