Egress Secure Mail Relay, File Sharing and Collaboration

The Egress Secure Mail Relay, File Sharing and Collaboration Service enables organisations to join a secure community for the exchange of unstructureed data, up to OFFICIAL, across the Internet and PSN boundaries. The service can coexist with existing email services.


  • Secures emails over the Internet to trusted recipients
  • Enables organisations to apply and be vetted
  • Rich user management and reporting
  • Delegated administration model
  • User and organisation directory
  • Provides a mailbox capability
  • Detailed auditing based on archive access logs
  • Integrated with Office365 and Gsuite
  • Includes Service Desk


  • Help Governement organisations transition to public cloud with additional assurance
  • Fully hosted in public cloud, no local infrastructure required
  • Enables organisations to maintain user control and management
  • Enables organisations to securely share unstructured data
  • Full auditing to meet compliance requirements
  • Security Incident and Event Management to support GDPR reporting


£9.60 to £15.00 per user per year

Service documents

G-Cloud 10



Malcolm Locke

0207 624 8500

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints N/A
System requirements
  • Web Broswser: MS Edge 40.x, MS Internet Explorer 10+
  • Web Broswser: Google Chrome 52+, Mozilla Firefox 50+
  • Web Broswser: Apple Safari 9+
  • Option thick client: Outlook 2010/13/16/ProPlus (32 and 64 bit)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times SLAs are defined in the Terms and Conditions. A question is treated as a Service Request, Severity Level 4.
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 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 To chat directly with Egress' Support Team, select the 'Help' icon that 'pops up' in the bottom right-hand corner of any of our web pages, here
Web chat accessibility testing No testing has been conducted with assistive technology users.
Onsite support No
Support levels The Service Desk is provided 8am - 7pm Monday - Friday, excluding bank holidays.
The infrastructure for the service is supported 24x7
A Service Manager is assigned to the account and provides monthly reports.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started - Tailored technical documentation and user guides
- Online tutorial videos
- Direct support for users
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Users can extract email data via POP3
An organisations data can be exported in 'maildir' format
End-of-contract process At the end of the contract the data will be wiped and the service decommissioned.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service All web interfaces are fully responsive for all device types and screen resolutions.
Accessibility standards WCAG 2.0 A
Accessibility testing N/A
Customisation available Yes
Description of customisation The branding/logos on the login page
The branding/logos in the user administration
The branding/logos in user administration/directory
- Email Templates
- Welcome / T&C Messages


Independence of resources The service design is scalable and capacity is managed to maintain performance.


Service usage metrics Yes
Metrics types Number of emails sent and received per organiation
Number of emails sent and received by user type
Service availability and performance
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

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 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
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 importing and exporting
Data export approach Users can extract email data via POP3
Data export formats Other
Other data export formats EML via POP3
Data import formats Other
Other data import formats PST

Data-in-transit protection

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Service credits are required to be paid to Egress customers in the event that the Service Level Performance Measure falls below the Availability Target of 99.90% in a Service Period. Full details on how service credits are calculated and applied if the SLAs is not met are in the subscription agreement on Service Availability SLAs. The Service credit is a % of the monthly subscription fee, refunded to the customer.
Approach to resilience Available on request.
Outage reporting Planned outages are reported on a Notice page on the site
In the event of a sustained unplanned outage users can be notified via email

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Access to management interfaces is based on a Role Based Access Controls; which can be controlled at the organisational level.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

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 At least 12 months
Access to supplier activity audit information Users contact the support team to get 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 14/07/2014
What the ISO/IEC 27001 doesn’t cover Egress' Boston Office (USA).
Egress' Boston office. All three Egress UK offices & Egress Toronto are in scope.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Trustwave
PCI DSS accreditation date 01/11/2017
What the PCI DSS doesn’t cover Only online billing (via Paypal) through the Egress website is covered.
Other security certifications Yes
Any other security certifications
  • NCSC Commercial Product Assurance (CPA)
  • NCSC Pan Government Accreditation (PGA)
  • Common Criteria
  • Cyber Essentials Plus
  • FIPS 140-2

Security governance

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 Egress are ISO27001 certified, with a mature ISMS comprised of relevant, adhered-to policies & procedures (P&P) by all staff. Egress’ ISMS Management Team meet regularly to ensure all P&P remain relevant & are feasible for all departments. All P&P are maintained on an internal Egress Secure Workspace, accessible by all staff (& audited as to who has accessed, downloaded etc. which policies). Egress also run a Security Awareness Programme that includes monthly testing of all staff’s company P&P knowledge.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Egress service model is ITIL v3 compliant and has defined processes and procedures for Change and Configuration Management. The Service Management team are responsible for the coordianting and scheduling of changes.
Configuration Management is managed by automation tools that track the states of desired configurations and report on deviations, in addition with audit logs.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Egress conduct quarterly penetration tests with external providers, plus whenever there is a major change to the network or a significant information security incident. Security threats are assessed via alerts from security bulletins from a wide range of vendors as well as independent information security providers. System and software patches are usually applied within two days of being available. Depending on the severity, patches may be applied quicker. The Egress Change Control Process includes steps to ensure that security impact of changes is considered. The roll-back procedure ensures that service is not adversely impacted by a change.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Egress has a full Security Incident and Event Monitoring (SIEM) service that caputures all the logs from the components in the infrastructure and proactively monitors them to provide realtime alerts to the Operations team.
Incidents are responded to based on te defined severity.
Incident management type Supplier-defined controls
Incident management approach An Security incident is reported to Customer Services channels (via telephone, email, logging a ticket or online chat). A Security Incident is then passed to the Operational Security team to assess the impact and of the incident and engineer resource is engaged to investigate if a breach has occurred and take appropriate action.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks Public Services Network (PSN)


Price £9.60 to £15.00 per user per year
Discount for educational organisations No
Free trial available No


Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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