Gradian Systems Ltd

Symantec Managed Endpoint Detection and Response

Adversaries are using sophisticated and pervasive TTPs to exploit vulnerabilities within organisations. Symantec MEDR combines market-leading Symantec EDR, big data analytics, Symantec's Global Intelligence Network, and teams of highly trained Symantec SOC analysts to actively hunt, investigate, and remediate threats so you don’t have to.

Features

• Advanced Monitoring: 24x7 real-time security monitoring, analysis & reporting
• Log search: Log access through a web based portal
• Incident analysis: Performed by GIAC certified security analysts
• Incident escalation: Enables customers to take defensive action against intrusions
• Compliance Reporting: ISO27001, PCI-DSS, GPG 13
• Fault monitoring: Provides outage and fault monitoring 24x7
• API integration: Integration with third party ticketing systems
• Automatic correlation against Global Intelligence Network
• ISO27001, PCI-DSS, SSAE 16 SOC 1 Type II certified

Benefits

• Rapid time to value: 30-90 day service transition period
• Intelligence: Provides global intelligence correlation
• Protection: Ability to protect customer’s infrastructure from breaches
• Rapid response: Early warning to customers of emerging threats
• Workflow: Assign tasks to teams and revokes specific access
• Staff Augmentation: supplement skills with Symantec's security analysts
• Reduce log storage costs: by leveraging an off-site cloud storage
• Automate incident management processes with service desk integration
• Regular service review period to enable continual improvement

£23.87 a user

• Free trial 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 ciaran.orourke@gradian.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

468908793439733

Contact

Ciaran O'Rourke
07770 377 936
ciaran.orourke@gradian.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Symantec's Managed Security Services, Symantec Endpoint Detection and Response 4.0
• Cloud deployment model: Public cloud
• Service constraints: Our architecture requires an On-Premise/virtual server called an LCP (Log Collection Platform) which collects compresses and transmits encrypted log data back to Symantec's data centre for correlation and analysis. It also requires Symantec's EDR Data Vault to be deployed (included in the service at no cost).
• System requirements:
  • Log Collection Platform (LCP) to collect log data
  • Firewall Requirements
  • Installation requirements:
  • LEPS 12,000: Single processor Quad-core, 4 CPUs, 4GB RAM 250GB
  • LEPS 25,000: Dual-processor Quad-core 1.4GHz, 8 CPUs, 8GB 250GB
  • LEPS 56,000: Dual-processor Quad-core 1.4 GHz, 16 CPUs, 16GB 250GB
  • Hardware must run Red Hat Enterprise Linux 6.7(x86_64-bit)
  • Windows Server for EDR Data Vault

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Please see Gradian's Support Guide
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Please see Gradian's Support Guide attached.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Gradian possess the skills and support to configure, deploy, support and run this service on your behalf. These services can be found under Gradian's Professional Service and Gradian's Managed Configuration Service. Alternatve support options can be found under Gradian's Technical Account Service Plan (T.A.S.P) and Gradian Support for Symantec Products.
• Service documentation: Yes
• Documentation formats: Other
• Other documentation formats: PowerPoint
• End-of-contract data extraction: Customers will be able to download all the logs and metrics from the MSS Web Portal during the duration of the service. Upon termination of the service, please raise a request with your service manager. The process means recovering tapes from our offsite location, restore the logs, copy them to a portable, encrypted hard drive and get this couriered to you.
• End-of-contract process: Access to the MSS portal will be suspended and all monitoring terminated. Data will be purged from the system.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• API: Yes
• What users can and can't do using the API: Symantec MSS offers two-way XML web services integration via a Secure Web Service API in order to support MSS integration with customer ticketing systems. The MSS Secure Web Service (SWS) API is designed to facilitate the automation of ticket and security incident querying as well as ticket creation and limited ticket updating. Any application language that can create industry standard Simple Object Access Protocol (SOAP) messages and send them via HTTP can access the MSS Secure Web Services (SWS) interface (E.g. Remedy or ServiceNow).
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our system allows for a variety of tuning parameters and notifications are always based upon the specific needs and requirements of our clients. Additionally, our analysts are invested in actively monitoring to ensure that any notifications are important and actionable. The human aspect of our global Analysis team makes a significant difference in the performance and customization of the service. Recently, more investments have been made in the configurability and on-demand adjustments of incident notifications to provide convenience to our clients. The use of our asset management system enables clients to define handling based on criticality, compliance, or any number of attributes specific to a host, or range of hosts. A configurable incident severity feature has also been provided to align with the incident triage process of our discerning clients, providing a seamless experience between MSS Analysis and local Incident Response teams.

Scaling

• Independence of resources: Symantec SOCs are available round the clock. We maintain a highly redundant infrastructure and commit to 99.90% availability as we promise in our Service Level Warranty. A small percentage of changes require a partial or complete service outage. Routine outages are scheduled and we notify customers regarding planned outages within the timeframes shown in our operations manual. The service outage windows are available for changes to our infrastructure only. We still maintain our regular levels of resourcing, including our 24 x 7 analysts and engineers .

Analytics

• Service usage metrics: Yes
• Metrics types: The MSS monitoring service will provide a comprehensive list of ‘out of the box’ reports that customers can generate through the portal. Some of these reports will provide the ability to demonstrate evidence of compliance to Auditors (PCI, FCA, GPG13,) and so they can be run without underlying knowledge of the system or log format. We also provide regular service reviews and a monthly customer report. In addition to this, the MSS web portal provides a Log Query tool where customers can run their own threat searches.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

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

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: EU-US Privacy Shield agreement locations
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Customers will be able to download all the logs and metrics from the MSS Web Portal during the duration of the service.
• Data export formats: Other
• Other data export formats:
  • Reports can be exported via CSV, PDF
  • MHTML, Excel, TIFF file and as a Word document
• Data import formats: Other
• Other data import formats:
  • The majority of devices use syslog or alternatively
  • APIs, database connections, or agents to read flat files

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Symantec MSS provides a 99.9% service level warranty that covers the SOCs, the data storage and processing platform, as well as the MSS Web Portal.
• Approach to resilience: Resilience information is available on request
• Outage reporting: Symantec SOCs are available round the clock. We maintain a highly redundant infrastructure and commit to 99.90% availability as we promise in our Service Level Warranty. A small percentage of changes require a partial or complete service outage. Routine outages are scheduled and we notify customers regarding planned outages within the timeframes shown in our operations manual. The service outage windows are available for changes to our infrastructure only. We still maintain our regular levels of resourcing, including our 24 x 7 analysts and engineers. In the rare occasion a change window does suspend log analysis temporarily, no logs are lost and are analyzed once the change window is complete. Symantec MSS have a service uptime service level warranty of 99.9%. All outages, scheduled or not, are reported via email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: To access the MSS portal the client contact or user must be a registered authorized contact with a valid Secure ID token. Symantec SOC staff needs to access the MSS Web Portal from the internal SOC Network to be able to conduct administration tasks and their authentication is also 2-factor.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: KPMG
• ISO/IEC 27001 accreditation date: 10/2016
• What the ISO/IEC 27001 doesn’t cover: KPMG Audit accredited the service in October 2016 until October 2019 for ISO27001:2013. The Information Security Management Certificate applies to all offerings, activities, locations, and supporting components where customer data is located and used to deliver Symantec's MSS in accordance with Statement of Applicability v2016.09.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Schellman & Company, Inc.
• PCI DSS accreditation date: 23/01/2019
• What the PCI DSS doesn’t cover: Symantec MSS was accredited by Schellman & Company, Inc. in April 2019. It covers the Symantec MSS environment is hosted at the Digital Reality data center in Ashburn, Virginia. All services provided to customers are provided out of that environment. The environment includes a combination of application and web servers to import customer logs into the MSS environment. The production environment is segmented from all other Symantec environments, including the corporate network, as well as corporate and guest wireless networks.
• Other security certifications: Yes
• Any other security certifications: SSAE 16 SOC 1 Type II

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: Symantec MSS is an ISO27001 certified organization, a PCI-DSS compliant service provider, and provides a SSAE16/SOC1 Type II report.

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: Symantec MSS is an ISO27001 certified organization, a PCI-DSS compliant service provider, and provides a SSAE16/SOC1 Type II report. These security assurance engagements are conducted by accredited third party audit firms.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Symantec MSS is an ISO27001 certified organization, a PCI-DSS compliant service provider, and provides a SSAE16/SOC1 Type II report. These security assurance engagements are conducted by accredited third party audit firms.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Symantec's Global Security Office, in combination with Symantec's Managed Security Services, provides the proactive monitoring of the service. Please see https://www.symantec.com/about/customerone for more information
• Incident management type: Supplier-defined controls
• Incident management approach: Symantec's incident management process is available from our customer trust portal, https://www.symantec.com/about/customer-trust-portal. It is listed under the Security Program Summaries section.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Price: £23.87 a user
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Organisations can trial the service for a limited time which can be agreed with the buyer. The free trial includes the full service.

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 ciaran.orourke@gradian.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.