Send and receive clean, safe and compliant documents. Simple and flexible to deploy. Customers are completely protected from sophisticated malware, such as ransomware and zero-day attacks, that bypass anti-virus and sandbox defences.
- Receive clean, safe emails and compliant documents
- Prevent weaponised documents entering or leaving your enterprise via email
- Scalable, real time document processing
- Simple and quick deployment at your email gateway or sandbox
- Free no-obligation, non-intrusive (or service affecting) trial
- Automatically protect your organisation from unknown threats
- meet policy objectives - receive compliant-only documents
- Simple, non-intrusive FREE trial with threat detection report
£1.31 to £3.15 per user per month
- Free trial available
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||None that we are aware of.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
CATEGORY 1: first response 1 working hour.
CATEGORY 2: first response 1 working hour.
CATEGORY 3: first response 1 working hour (9am-5pm).
Information Request: first response: 4 hrs 0900 – 1700 hrs (GMT) Mon to Fri excluding public holidays.
TCR (Technical Change Request): first response: 8 hrs 0900 – 1700 hrs (GMT) Mon to Fri excluding public holidays.
NSR (New Service Request): first response: 1 day 0900 – 1700 hrs (GMT) Mon to Fri excluding public holidays.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Technical Support is arranged as Levels, based on severity; commencing at Level 1 with escalation to Level 3 to ensure effective resolution. Technical Change requests can also be submitted using Ciptex Support systems.
Ticket Submission: Users raise a support Ticket, which is assigned a unique number for tracking through to resolution. Users can email firstname.lastname@example.org and a tracking ID will be assigned; Users can call Ciptex Technical Support on 0345 8800 808 option 1. All associated communications will require Ticket ID to ensure timely resolution. Only authorized Users may raise support tickets/requests.
Hours of Operation: Technical Support for Apollo is available Standard Hours, included within the Service Package pricing quoted in the pricing document.
Additional, Extended Hours, and 24x7 Support is available to Apollo Clients; Extended - 12% of monthly rental, minimum charge £900 per month. 24X7 - 24% of monthly rental, minimum charge £1800 per month.
A Cloud Specialist Technical Account Manager is provided.
|Support available to third parties||Yes|
Onboarding and offboarding
1/ Free 3-week proof-of-concept that runs in passive mode (non-invasive) with weekly training.
2/ Post proof-of-concept analysis.
3/ Service is switched to 'live' and pro-active email sanitisation begins.
|End-of-contract data extraction||Off boarding is designed to be as quick and seamless as possible. Ciptex can provide data extraction following contract termination. An output file (in relevant format) containing call records can be provided if required by the Client. Up to six calendar months of historical call records can be extracted. Ciptex can also provide Client’s Announcements and Call Recordings in available format.|
|End-of-contract process||Ciptex can provide data extraction following cancellation. A relevant output file (in available format) can be provided if required by the Client.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||User functionality is available on mobile, access to the administration portal is not available on mobile.|
|Accessibility standards||None or don’t know|
|Description of accessibility||We are currently unaware of accessibility features available via the service.|
|Accessibility testing||We are currently unaware of accessibility features available via the service.|
|Description of customisation||Email delivery rules can be customised, and bespoke white lists and black lists can be built.|
|Independence of resources||
Ciptex provide a guaranteed margin of capacity beyond a maximum number of users on the platform, which is proactively monitored with system alerts.
Our cloud platform automatically scales to enable resource sufficiency, with proactive monitoring and system alerts for the external resources.
|Service usage metrics||Yes|
|Metrics types||A full suite of email related metrics, including but not limited to for example number of emails scanned. Number of viruses quarantined derived from multiple filters.|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Glasswall Solutions|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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 every 6 months|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||Nominated system Administrators can raise an information request using the online portal. Ciptex support engineers will ensure all requested/available data is exported typically in .csv format and delivered to a system administrator.|
|Data export formats||
|Other data export formats||
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
|Guaranteed availability||The service has an SLA of 99.99% up-time per calendar month. Refunds in the form of a credit note will be provided for any breach. The percentage up-time is calculated as Up-time (U) = Total minutes in month less minutes of downtime dividend by total minutes times 100. Where U is > 99% but < 99.99% 10% of the monthly service fee will be credited. Between 98% and 99% 15% is credited. Between 97% and 98% it is 20%, 96% and 97% it is 25%, 95% and 96% it is 30% and less than or equal to 95% a credit of 35% of the monthly fee will be credited.|
|Approach to resilience||Our email security solution is operated in a virtualised environment running on clustered/duplicated high availability platforms to provide no single point of failure. The entire environment is then subject to a continuous block level replication of both application and data to the secondary location, thus protecting against both component and location failure.|
|Outage reporting||Notification of outages, and scheduled maintenance, are reported primarily by service email alerts that are delivered to nominated account representatives (administrators). Depending upon the nature of the outage or scheduled maintenance, notifications are also placed in the online portal.|
Identity and authentication
|User authentication needed||Yes|
|User authentication||Username or password|
|Access restrictions in management interfaces and support channels||A strong Username and Password combination with active directory synchronisation.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||Username or password|
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||Between 6 months and 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||Between 6 months and 12 months|
|How long system logs are stored for||Between 1 month and 6 months|
Standards and certifications
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security accreditations||No|
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||No|
|Security governance approach||
We are working toward cyber essentials,
undertaken work to be compliant -
|Information security policies and processes||Ciptex has in place an Information Security Management System which includes policies for Information Security Management and IT Security. We currently operate to the Cyber Essentials standards and are in the process of achieving ISO27001 with the help of 4 Secure an external security consultancy. All staff are actively engaged in IT Security . The Operations Team have day to day responsibility for implementing policy, reporting through the Operations Manager to the Managing Director. Data Security is a fixed agenda item at management and board meetings. Every new employee is inducted in our policies and procedures. Our policies and procedures are subject to constant review and all updates and suggested improvements are discussed at quarterly all employee meetings.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
Agile development processes
all components kept up to date with firmware releases
engineers subscribe to the latest security bulletins and are active in the software security community
all patching and config is done outside standard UK business hours
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Engineers subscribe to security bulletins active in the security community
close relationship with all suppliers
Full assessment of threat
based on level of access from public internet
rapid time to patch and emergency maintenance.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Ciptex have a log scanning management processes in place that quickly identifies anomolies. Together with proactive network monitoring via service sensors that deliver key service statistics. Part of this includes access-control login monitoring. Our incident response time is 15 minutes.|
|Incident management type||Supplier-defined controls|
|Incident management approach||Ciptex supplier defined process includes: Level 3 engineers alerted Proactive customer notifications, with 30-minute email updates to customers. Depending on the nature of the incident and its threat assessment, notification will be available in the portal. Tickets replied to in standard SLA times. Our escalation process includes director level contacts including suppliers.|
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||Yes|
|Price||£1.31 to £3.15 per user per month|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||Set up full service but in listen only mode - provides a report at the end of the three week trial period on volume of potentially unsafe file attachments and associated etails|
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|