Caretower Ltd.

Mimecast Email Archiving (Package A1)

Mimecast Email Archive is a secure, scalable, cloud-based archive that can significantly reduce the complexity of your email infrastructure. Unrivalled integration with Microsoft Outlook gives users a bottomless mailbox, while superior mailbox management capability helps reduce the load on Exchange. Compliance officers benefit from near real time searches.


  • Highly secure, resilient, bottomless email storage
  • Archived email is stored encrypted
  • Data stored in defined, appropriate jurisdictions
  • Unrivalled integration with Microsoft Outlook
  • Mobile search app available for all major mobile devices
  • Near real-time organization-wide search
  • Granular litigation hold functionality
  • 100% service availability SLA
  • Sub 7 second archive search SLA
  • No additional on-premises hardware required


  • Mimecast’s A1 Cloud Archive for Email stores all inbound mail
  • Mimecast’s A1 Cloud Archive for Email stores all outbound mail
  • Mimecast’s A1 Cloud Archive for Email stores all internal mail
  • Perpetual and indexed archive
  • Strengthens compliance and governance
  • Helps reduce server storage
  • Lowers overheads


£1 to £1 per user per year

Service documents

G-Cloud 10


Caretower Ltd.

Davide Poli


Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to An extension to messaging platform services – eg On Premise Exchange, Office 365, Google Apps
Cloud deployment model Public cloud
Service constraints Please refer to the Service Levels Agreement for details.
System requirements Existing messaging platform eg - Exchange, Office 365, Google Apps

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Dependant on Service level purchased
- Email only business hours
- Email and Telephone support Business hours
- Email and Telephone 24 x 7
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Standard Support: Email support available during local working hours (8am to 6pm)
Business Support: Telephone support available during local working hours (8am to 6pm)
Priority/Platinum Support: 24x7 telephone support.
Technicians are available 24x7 either directly or through a call answer service.
Email support is available during local working hours.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started On boarding – Connect Application, backed with a dedicated connect engineer.
Off Boarding – Customer driven, however assistance can be provided by Mimecast.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Mimecast data extraction tools driven by customer.
End-of-contract process Gateway services would cease to function. Customer data is retained until data extraction is complete.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service No difference
Accessibility standards None or don’t know
Description of accessibility N/A
Accessibility testing N/A
What users can and can't do using the API Utilisation of a reporting dashboard - via Splunk
API documentation Yes
API documentation formats HTML
API sandbox or test environment No
Customisation available No


Independence of resources We continuously monitor the utilisation of our underlying grid architecture data centre and ensure that additional infrastructure is deployed to maintain a 30% buffer to maximum utilisation.


Service usage metrics Yes
Metrics types Graphical or Tabular reporting around message flow, bandwidth usage. Provided on a scheduled basis. Customer Service reports around threats and product feature usage.
Reporting types Regular reports


Supplier type Reseller providing extra support
Organisation whose services are being resold Mimecast

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

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
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Via secure FTP download or the provision of an encrypted disk.
Data export formats Other
Other data export formats
  • .eml
  • Zipeed .eml
Data import formats Other
Other data import formats None

Data-in-transit protection

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)
  • Other
Other protection between networks Mimecast encrypts customer data within its control in transit through TLS. Connections and data in transit to and from the Mimecast cloud can be encrypted using the secure versions of protocols, for example, SSL, TLS, HTTPS, LDAPS, SMTPS and POPS.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network Mimecast encrypts customer data within its control in transit through TLS. Connections and data in transit to and from the Mimecast cloud can be encrypted using the secure versions of protocols, for example, SSL, TLS, HTTPS, LDAPS, SMTPS and POPS.

Availability and resilience

Availability and resilience
Guaranteed availability This Service Level measures the ability to deliver email messages to or from Mimecast’s servers.
Service Availability PCM Credit of Fee for the Affected Month <100%but>=99% 10%
<99%but>=98% 20%
<98%but>=97% 30%
<97%but>=96% 40%
<96% 50% and Customer may terminate the Agreement and receive a pro-rata refund of any unused pre-paid fees.
Further details available on link below.
Approach to resilience Available on request.
Outage reporting Email alerts, portal alerts, partner portal alerts and text messages, notifications are sent in the event of any outages.

Identity and authentication

Identity and authentication
User authentication needed Yes
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 Authentication can be accomplished via a Mimecast cloud password, Active Directory pass-through authentication, Mimecast’s 2-step Authentication, ADFS, Azure AD, and SAML 2.0 compliant authentication platforms for two factor authentication and SSO. Active Directory integration is performed via LDAP/LDAP(S).
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password
  • Other

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 User-defined
Access to supplier activity audit information Users contact the support team to get 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Certification Europe
ISO/IEC 27001 accreditation date March 21, 2012
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • ISO27018
  • SOC 2
  • ISO22301

Security governance

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 ISO 27001, 27018, and 22301
Information security policies and processes Mimecast’s information security policies and processes are in alignment with ISO27001 and NIST

Operational security

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 High impact changes (e.g. Firewall/ switches) have been identified and are subject to a documented change control procedure which includes support tracking, approved workflows, and fall back procedures. Updates to the service follow a regular schedule and the impact is communicated to relevant parts of the business and customers.
Changes to systems that could impact or compromise existing security and control procedures are subject to review by the Mimecast Information Security Team prior to acceptance.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Mimecast monitors vendor bulletins for vulnerabilities to platforms in use, utilising several vulnerability scanners which continually scan and provide static analysis of environment for vulnerabilities. Vulnerability Results correlated against events and suspicious activities logged within the organizations SIEM. Severity of vulnerabilities assessed based on impact, likelihood. Risks adjusted accordingly against both manual analysis and system events. Critical discovered vulnerabilities are discussed within one working day of vulnerability being discovered. Mimecast has capability to roll out patches globally within minutes if required. Patches are thoroughly tested and follow a phased implementation to make sure there are no unexpected consequences from patch.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach System and network logs are aggregated to a centralized SIEM and configured for alerting and monitoring by the Security team, who will then address any incidents.
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 Mimecast has a formal incident reporting process. All Mimecast staff who deal with client systems are trained on what constitutes an information security event and how to report it. The incident management roles and responsibilities of Mimecast staff, contractors and third-parties are formalized and documented. Mimecast has established an Incident Response Team, which also includes regional incident handlers for each territory of operation. Mimecast implements the SANS Institute Six-Step Incident Response Methodology that covers; 1. Preparation; 2. Identification; 3. Containment; 4. Eradication; 5. Recovery; and 6. Follow-up and Lessons Learnt.

Secure development

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

Public sector networks
Connection to public sector networks No


Price £1 to £1 per user per year
Discount for educational organisations No
Free trial available No


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