Symantec (UK) Ltd

Symantec Email Threat Detection and Response (ETDR)

Email Threat Detection and Response is an add-on to Symantec™ Email Customers are protected from advanced malware and targeted attacks by leveraging the Global Intelligence Network, Heuristic technology, Attachment Sandboxing and protection against the weaponisation of URLs after delivery. ETDR delivers greater detail and context about the threats stopped.


  • Targeted Attack Identification
  • Sandboxing of unknown attachments for malware discovery
  • Advanced Reporting from 60+ data points
  • API for SIEM integration
  • Safe Delivery of URLs within Emails
  • URL Protection blocks malicious links by analyzing at click time


  • Detail into email threats stopped and attacks that were targeted
  • Stop advanced-malware that is designed to evade traditional detection methods
  • Providing more reporting audit points which to identify attack campaigns
  • Ingest into SIEM for correlation for identifying specific attacks
  • Continuous scanning of URLs initially determined as safe.
  • Includes phishing awareness training


£12.27 per user per month

Service documents


G-Cloud 11

Service ID

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


Symantec (UK) Ltd

Paul Heath

07753 417 309

Service scope

Software add-on or extension
What software services is the service an extension to
Symantec Email ( also know as Symantec Email Security Service).
Cloud deployment model
Public cloud
Service constraints
System requirements
Customer must also have Symantec Email

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response Times (based on severity levels)
Severity 1: A “Severity 1” or “Severity Level 1” means a problem has occurred where no workaround is immediately available in one of the following situations: ( 1) your production server or other mission critical system is down or has had a substantial loss of service; or (2) a substantial portion of your mission critical data is at a significant risk of loss or corruption.

Target response (following acknowledgement): 30 minutes.

Severity 2: Target response: 2 hours

Severity 3: Target response: by same time next business day

Severity 4: within the next business day
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
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
This option is available directly on our support pages once logged in.
Web chat accessibility testing
Onsite support
Yes, at extra cost
Support levels
The product will come with standard support included as part of the services and includes online support via our portal. Additional support options are available and details can be provided on request.
Support available to third parties

Onboarding and offboarding

Getting started
The service does not require any user interface for end users. There are some simple configuration options for the portal which are explained at the time of implementation. Admins will receive documentation and demonstration of how the solution works.
Service documentation
Documentation formats
Other documentation formats
Help section online from the console.
End-of-contract data extraction
There is no data to extract.
End-of-contract process
If the contract is not renewed the services are switched off.

Using the service

Web browser interface
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
All detection is carried out in a cloud environment so there is no difference in service regardless of the endpoint being used.
Service interface
What users can and can't do using the API
The API is used to transfer log data from the system to a customers own system, typically into a SIEM solution. The API does not permit changes to be made to the Email Security.Cloud service.
API documentation
API documentation formats
API sandbox or test environment
Customisation available


Independence of resources
Email is a globally hosted and load balanced solution, operating across three datacenter clusters in EMEA. The service operates at 40% load during normal operations, meaning an entire datacenter could be lost without affecting service.


Service usage metrics
Metrics types
Yes. TBA
Reporting types
  • Real-time dashboards
  • Regular reports


Supplier type
Not a reseller

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)
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 every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
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
An API is provided to support data extract requirements. API calls can be scheduled as needed.
Data export formats
Data import formats

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
99.999, assured by contractual commitment
Approach to resilience
Email is a globally hosted and load balanced solution, operating across three datacenter clusters in EMEA. The service operates at 40% load during normal operations, meaning an entire datacenter could be lost without affecting service
Outage reporting
The portal provides public updates and there are email and text alerts for any severe outages.

Identity and authentication

User authentication needed
Access restrictions in management interfaces and support channels
Access management will be provided by the mail service. Administrator access requires authentication. The service provides a Role Based Access Control mechanism which can be used to restrict the capabilities of administrators and operators as required.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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
Between 6 months and 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
Lloyds Register
ISO/IEC 27001 accreditation date
23 May 2016
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
All staff are required to read and comply with our security policies. Staff are trained in line with our security practices. Our Chief Security Officer reports directly to Symantec's General Counsel. Our policies and processes include, but are not limited to, security, incident response, business continuity, secure software development and supply chain risk management. External versions of a number of our policies are available here:

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
All IT services are subject to a strict change control processes, and dual-control personnel controls restricting access to sensitive functions.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Symantec has a formal process for handling and managing vulnerabilities. For any externally reported issues, Symantec follows the process outlined in ISO 29147, Information technology — Security techniques — Vulnerability disclosure ([ISO/IEC 29147:2014(E)]). Symantec'c Software Security Group works with the impacted team(s) to: · Recreate the environment and issue within Symantec’s labs for an expedited resolution. · Facilitate a prompt and accurate response. · Avoid delays in new Symantec releases
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Incident management type
Supplier-defined controls
Incident management approach
Symantec’s internal Security Incident Response Plan documents repeatable, industry standard procedures for handling actual cyber threats when they arise. It also provides the necessary engagement and information-sharing processes to allow prompt coordination among all relevant stakeholders, and describes the reporting, communication, containment, investigation, and recovery mechanisms that exist to support a comprehensive end-to-end process flow from threat detection through remediation. The development and implementation of this forward-looking plan supports Symantec’s ultimate mission to its customers, partners, shareholders, and employees as a trusted leader in information security risk management.

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


£12.27 per user per month
Discount for educational organisations
Free trial available
Description of free trial
Yes, a free trial version is available. This service is an add-on to, and requires, Symantec's Email Security.Cloud email hygiene service.
A trial of the Email service is also available.
Link to free trial

Service documents

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