Softcat Limited

Box - Cloud Content Management

Box is a platform for managing content that enables seamless collaboration And workflow, both internally and with external parties. Box allows you to secure content for end users that maintains compliance but doesn’t slow down processes. Box has a robust API and 1400+ integrations with other leading departmental applications.


  • Seamless mobile, web and desktop user interface
  • Cloud / Enterprise Content Management folder structures
  • Facilitate collaboration and seamless file sharing internally and externally
  • Electronic document and records management capabilities, support for 140+file-types
  • Detailed security controls at the document, folder and enterprise level
  • Data security and compliance certifications in the US and Europe
  • Information governance through retention policies, document classification and legal holds
  • Workflows to power and automate business processes and digital transformation
  • UK-Storage options plus 24/7 support services
  • Key integrations with leading machine learning and artificial intelligence providers


  • Modernise legacy processes such as digital evidence management in policing
  • Retire legacy and unsanctioned systems through implementing one content platform
  • Protect and govern sensitive information through document management governance
  • Improve cross-departmental and organisational processes through content collaboration externally
  • Improve research productivity through content access anywhere on any device
  • Easily manage user, file and folder access permissions
  • Effectively search and collaborate on media through digital asset management
  • Public interaction through custom-built apps, leveraging Box's API's, including citizen-portals
  • Retain one-version of truth by integrating with 1,400 3rd-party applications
  • Ability to build custom-branded mobile and web applications


£20 a user

  • Education pricing available
  • Free trial available

Service documents

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G-Cloud 12

Service ID

2 8 5 5 1 8 6 5 7 3 0 0 4 0 3


Softcat Limited Charles Harrison
Telephone: 01612725766

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
Box has no technical constraints as long as the user is on a current browser (the two latest versions).
System requirements
A recent browser that supports JavaScript

User support

Email or online ticketing support
Email or online ticketing
Support response times
Standard Support is provided during local business hours Monday-Friday with no SLA.
Support Access Method: web/email/chat
Targets are provided and are as follows:
Level 1 - Urgent - within 4 business hours
Level 2 - High - within 8 business hours
Level 3 -Normal - within 1 business day

Premier and Platinum Support is provided 24 Hours/Day, 365 days/year with the following SLAs:

Level 1 - Urgent - within 1 hour
Level 2 - High - within 2 hours
Level 3 -Normal - within 2 hours
Level 4 - Low - Greater than 2 hours
Support Access Method: web/phone/email
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
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
Via support website
Web chat accessibility testing
Onsite support
Support levels
At Box, we make sure you have the right offering to fit your specific needs. All of our customers - from personal users to our largest enterprise clients - can get the support of a product expert and our self-service Community site.

For customers that have purchased a support offering, your Premier Services Lead will be involved during your implementation to make sure that you’re set up for success. Our dedicated team works closely with our product managers and engineers to quickly solve any problems, should they arise. We’ll ensure your experience is catered especially to you.

For Platinum clients, your Premier Services Specialist stays with you to monitor the health of your Box deployment. Additionally, they will have regular engagements to ensure helpdesk processes are optimized or if you are in need of technical assistance.

Here’s what you can expect for Premier and Platinum Offerings:
1) 24/7 Dedicated phone line and Email/Web Support
2) Guaranteed 1-2 Hour First Response Times
4) Custom Shared Help Desk/Escalation Model
5) Off-Hours On-Call Support
6) Resource and Self-Service training
Support available to third parties

Onboarding and offboarding

Getting started
User guides and manuals are available for customers to learn
about the features of the Box Cloud Collaboration Platform
( For an additional cost, customers may
also sign-up for live virtual training sessions with an instructor that
provides live demonstrations of Box features as well as a Question
and Answer session (
Service documentation
Documentation formats
End-of-contract data extraction
Customers own their content at all times. Customers can download copies of their content stored in the Box Service at any time during their subscription period.
End-of-contract process: Box’s standard termination terms and conditions are included in the Box Service Agreement. Upon written request from Customers, Box can grant Customer's Administrator limited access to the Box Service solely for purposes of Customer's retrieval of the Content for 30 days following the expiration or the termination of the agreement.
End-of-contract process
Box’s standard termination terms and conditions are included in the
Box Service Agreement. Customers upon written request, Box can
grant Customer's Administrator limited access to the Box Service
solely for purposes of Customer's retrieval of the Content for 30
days following the expiration or the termination of the agreement.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Other
Designed for use on mobile devices
Differences between the mobile and desktop service
Box allows you to view, edit and collaborate on files directly from your
mobile device. Whether you have an iPhone, iPad, Android, Windows or
Blackberry device, all files stored in your Box account will automatically be synced to your mobile device, so you’ll always have the most up-to-date content, wherever you go.
Service interface
What users can and can't do using the API
Box Platform is a content management and collaboration API that allows
you to bring Box's powerful content services to your custom apps. With
Box Platform you can build engaging and interactive content experiences
in your apps while meeting the security and compliance needs of your
business. For more information, please visit:
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
Customers have the ability to set up custom branding, as well as incorporate custom information within their Box Enterprise to ensure the look and feel of your organization's Box account best serve your needs.


Independence of resources
Box continuously monitor capacity and availability of the infrastructure to ensure consistent performance.


Service usage metrics
Metrics types
When something changes in a Box user's account, Box logs an event
for the user. The event is a description of the object that changed and
what caused it to change. The object can be any Box object that the
user owns or collaborates on. Box records events in admin reports and
uses them to send messages to the Box sync client about account
activity. The Box Enterprise Administrator can retrieve these events
through the Box Admin Console Reports or use the Box API to stream
these events to a SIEM tool.
Reporting types
  • API access
  • Regular reports


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

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
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-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach
Every file uploaded to Box is encrypted using a unique 256-bit AES data encryption key and a FIPS 140-2 validated level 1 cryptographic module.Box further secures the data encryption keys with a key wrapping encryption strategy, by which the data encryption key for each file is encrypted with a key encryption key, creating a secure encryption token. This second level of encryption also uses 256-bit AES encryption.
Data sanitisation process
Data sanitisation type
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

Data importing and exporting

Data export approach
Box Customers are able to export their data by downloading their Content through the web application, API, and FTP
Data export formats
  • CSV
  • Other
Other data export formats
Content uploaded to Box will retain the original format
Data import formats
  • CSV
  • Other
Other data import formats
  • Content uploaded to Box will retain the original format
  • Text Based Documents
  • Presentations
  • Images
  • Audio Files
  • Video Files
  • Flash/Mobile Video Files
  • 3D (Graphics and Modeling) Files

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
For Customers with Standard Support Service, Box will use commercially reasonable efforts to meet an Uptime Percentage of at least 99.9%.
Approach to resilience
Box is a Software as a Service (SaaS) offering and is accessible
globally via the internet. Customer files uploaded to Box are stored
within Box’s processing facilities in the United States. Box maintains
two primary processing facilities in California and one alternate
processing facility in Nevada. Box also utilizes Amazon Web Services
(AWS) S3 to provide storage of encrypted customer files. Customers
may also choose to implement Box Zones, which allows them to store
encrypted-at-rest content with another leading cloud storage provider in
Europe or Asia.
Outage reporting
Customers are able to monitor Box outages and subscribe to updates

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Box Business and above accounts come equipped with a
comprehensive Admin Console that gives administrators complete
control of their accounts. Admins must login to their Box account before
they are able to access the Admin Console. Configuration changes can
only be performed once the admin is logged in. Customers may choose
to enable two-factor authentication or use SSO integrations to further
secure their account. In order to submit support cases, users must login
to the Box Community site using their Box login credentials. Users
submitting support cases via the phone may be required to verify their
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)

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

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
Effective Date: 10/5/2016; Original Registration Date: 10/05/2013
What the ISO/IEC 27001 doesn’t cover
The Information Security Management System (ISMS)
certifications applies to the Box Collaboration Platform and all
supporting infrastructure as operated in the locations listed in the
Appendix and the Statement of Applicability dated January 22,
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Who accredited the PCI DSS certification
Schellman and Co
PCI DSS accreditation date
April 2017
What the PCI DSS doesn’t cover
The Box Cloud Collaboration Platform was evaluated for PCI
compliance as a service provider.
Other security certifications
Any other security certifications
  • ISO 27018
  • SOC-1/SSAE-16/ISAE3402 Type II
  • SOC-2 Type II
  • SEC 17a-4
  • TÜV Rheinland Certified Cloud Provider
  • Privacy Shield
  • Binding Corporate Rules
  • FIPS 140-2

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Box's security policies adhere to the requirements of ISO 27001. Box can provide the ISO 27001 certification upon customer request.

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
Box has a formal change management process for application and
infrastructure changes. In addition, configuration and release
management tools have been implemented. The code repository
supports versioning and consistency across eh environment and
provides the ability to roll-back changes. Box also maintains baseline
configurations for production servers to facilitate the configuration
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Box undergoes continuous monitoring through independent
assessments and internal audits. Box utilizes third-parties to perform
penetration testing at least annually to assess the vulnerability of Box
systems. Vulnerabilities identified are evaluated and remediation
plans are implemented as needed.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Box employs multiple automated mechanisms to assist in the security
monitoring of Box’s infrastructure including but not limited to: •
Vulnerability scanning• Firewall management• Log aggregation,
search, and alerting• Application error logging• Network intrusion
detection• Host intrusion detection• Malware detection• Endpoint
management• Network taps• Threat intelligence management The
Security team is alerted of suspicious events identified by Box’s
security monitoring tools. All security events are handled by Box’s
Security Incident Response Team (SIRT) in accordance with the
Security Incident Response Process.
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
Box has established an Incident Management process to provide a
consistent and organized approach for handling security (including
confidentiality) and availablity incidents. Incident tickets are either
generated by Box's various monitoring tools automatically, or Box
tickets are opened manually by the Security and Technical
Operations teams. Customers may also submit customer support
incidents via email, phone, or the Box Community site, which may
result in a creation of a security or availability incident ticket. The
Incident Response Plan (IRP) provides a methodology and
framework by which Box's incident responders can work to ensure a
complete and consistent response.

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)

Public sector networks

Connection to public sector networks


£20 a user
Discount for educational organisations
Free trial available
Description of free trial
The Individual Plan is a free service that is limited to one user and
offers mobile sync and sharing features, limited storage, encryption
at rest, access to Box Marketplace Applications, and multi-factor
authentication. Customers also have the ability to start a free
Business Plan trial through this site:

Service documents

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 Tell them what format you need. It will help if you say what assistive technology you use.