CGI - Security Operations Centre (SOC)

A Real Time Protective Monitoring Services which provides a shared managed service to organisations to collect,
detect and alert on security incidents within their Cloud and where required, their wider IT and applications
infrastructure. This is the baseline service upon which the optional services can be supported


  • The collection of security events and logs
  • Log retention
  • Equipment deployed as a focal point for security event collection
  • Security of communications traffic between Client CGI SOC
  • SOC analysts to handle and track incidents of high priority
  • Service desk that is co-located with the SOC
  • SC cleared personnel on a 24x7 basis
  • Reporting against agreed KPIs
  • Tuning as an on-going process
  • On boarding process


  • Range: Collect/Analyse security events from wide variety of devices
  • Staff: Highly trained professional security analysts
  • Scale: Able to scale client needs change over time
  • Real-time alerts and response to security incidents
  • Volume: Management of high security log volumes and retention requirements
  • Reports: Customisable for management of security posture
  • Compliance: Supports GPG13, ISO 27001, PCI-DSS

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints The scope of the service can be as wide or as narrow as the client sees fit. We will work with clients to ensure that there is pragmatic approach taken and that any client constraints are fully explored.
System requirements
  • IPSec VPN Connectivity
  • Internet Explorer 9 or later
  • Windows 7 or later

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Is based on SLAs agreed with the client the standard varies from 30 minutes to one month
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 No
Support levels Our Support Services cover both Infrastructure Hosting & Management as well as Application Management. Other areas of possible support include Project Services and Consulting/ Business Development. CGI is able to offer the comfort that, as well as having a structured methodology, our solutions will be delivered to an agreed set of performance standards backed by a specific Service Level Agreement (SLA) tailored to client requirements which will be regularly reviewed. CGI offers 3 levels of System Support L1 - First Line Support - Telephone helpdesk L2 - Second Line Support L3 - Third Line System Support
We have a full range of user support levels based on the following:
• Level 1 09:00 to 17:00 hours, Monday to Friday (excluding public holidays in England and Wales);
• Level 2 09:00 to 17:00 hours, 7 days a week
• Level 3 Full 24 by 7
• Optional hours can be agreed for each engagement"
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started CGI operates an established and proven Service Delivery Model that will underpin the delivery of the SOC Services. The model, known as our Client Partnership Management Framework (CPMF), is part of CGI's Management Foundation, our ISO9001 certified framework that governs all aspects of CGI's business. It covers all delivery aspects from project inception, transition and throughout live service. It is updated though a process of continuous improvement focussed at driving improved efficiency and quality of service. The framework is fully aligned to ITIL best practice
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction We will copy and transfer all data sets (and client documentation) retained by CGI for the services to the client in a suitably agreed format
End-of-contract process The key CGI steps for off-boarding are as follows:
• Uninstalling any CGI owned equipment or software, connected with this service, from the client premises
• Copying and transferring a copy of the data sets (and client documentation) retained by CGI for the services to the client
Deletion of all client data sets (and documentation) from CGI systems in accordance with Information Assurance Standard number five.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
Application to install No
Designed for use on mobile devices No
Customisation available No


Independence of resources Our SOC Service is load balanced at every tier in the infrastructure, from the network to the database servers. Database servers are also clustered for failover. This ensures the core cloud application maintains a good consistent response time. Our services also extend to monitoring response times of associated 3rd party systems so that clients can be sure that their end to end business processes are monitored for any response times issues.


Service usage metrics Yes
Metrics types Service Level Agreements are in place at a contractual level. Monthly service reporting on all aspects of the service is a key item on the monthly service review agenda with your assigned Service Delivery Manager. This is built on a standard template report, with specific additions as required by the customer. This consolidates data from call resolution/response statistics from our Servicedesk, to technical metrics for performance/availability from the monitoring architecture.
Reporting types API access


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

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 No
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach SQL database encryption
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach We will copy and transfer all data sets (and client documentation) retained by CGI for the services to the client in a suitably agreed format
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks IPsec or TLS VPN gateway
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability The SOC Service availability is at least 97% during System Core Hours
Service Levels apply to the period between 07:30 to 18:30 Monday to Friday excluding Public holidays in England and Wales (“System Core Hours”). The standard Service desk offers a service level of 100% availability during Helpdesk Core Hours. "
Approach to resilience Service delivered by multiple servers for each role (ie web servers, SQL servers). Hosting platform has built in redundancy (multiple VM hosts, data on resilient storage). Data and server images replicated to secondary data centre for failover in DR scenario
Outage reporting Infrastructure monitoring software detects failures and raises tickets with service desk

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Administrative users authenticate to the servers using their username and password. The password has to be sufficiently strong and contain at least 8 characters. The servers are located in physically secure data centres with strict access control to data halls and the racks housing the servers.
Access restriction testing frequency At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Username or password

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 AFNOR UK Ltd (UKAS Registration No.022)
ISO/IEC 27001 accreditation date 19/09/2016
What the ISO/IEC 27001 doesn’t cover Nothing is NOT covered.
The following IS covered from a Technical perspective: Provision of outsourcing sevices including managed infrastructure services, contact centre services, service desk services, management of print and email, application development, maintenance and support services.
The following IS covered from a Business perspective: The provision of outsourcing, project and consultancy services, including development and delivery activities, plus the management of people, technologies and physical security.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

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 The Service has achieved PGA Accreditation and PSN compliance
Information security policies and processes CGI has a series of security, integrity, and privacy policies and best practices which relate to facility and personnel security to protect client data. These include:
• Global Privacy and Data Protection Policy
• Member Commitment to the Code of Ethics and Business Conduct
• General Office Security and Facility Design and Construction Standards
• Third Party Access Standards.
• Other operational standards include:
• Network Security Standards
• Access Control Standards
• Password Security Standards
• Malicious Code Protection Standards
• Database Security Standards
• Information handling Standards.
• Within CGI, compliance and audit activities are performed at multiple levels to ensure our stringent security processes are being followed:
• Self-audit process, automated and manual are put in place to measure the effectiveness of controls and verify that security requirements have been met at the business unit level.
• Enterprise Security performs periodic assessment/review of security controls within the company.
• CGI Internal Audit performs security audits based on enterprise risks.
• CGI Corporate Security Policy establishes the baseline security rules to protect the assets of CGI and our clients.
• External auditors assess CGI for SOX compliancy and 5970/SAS 70 audits.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Our configuration and change management are based on ITIL. A Change is raised as a result of an incident or problem or addition to the product, Impact Assessed by engineer, Technical Authority given by SME, approved for implementation by Change advisory Board including Technical Design Authority, Service delivery manager and Applications Support.
Vulnerability management type Supplier-defined controls
Vulnerability management approach The System are regularly patched every month. Only tested patches are applied. Should a high risk vulnerability be discovered and a patch released out of cycle then it is applied assuming it passes testing. The System undergoes an annual CHECK Penetration Test and the observations are addressed.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach We use the CGI SOC. This gives protective monitoring that is GPG13 compliant as well as 24x7 monitoring. Should a security event be triggered it is given a severity rating.

Please also see the CGI - Security Operations Centre (SOC) - Protective Monitoring Service for full details of these processes
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 Anybody can raise an Incident with the CGI Service Desk. It is then given a priority (1-4). There then follows 6 phases as follows: Detection Phase, Analysis Phase, Confinement/Containment Phase, Eradication/resolution Phase, Recovery Phase and Post Incident Phase.

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 Yes
Connected networks Public Services Network (PSN)


Price £73.22 per device per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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