Centerprise International Ltd

Centerprise Email Archiving Solution by TitanHQ

Centerprise Email Archiving solution by TitanHQ (ArcTitan) archives email securely allowing for lightening fast search and retrieval. ArcTitan includes full email audit functionality, guaranteeing that emails have not been altered. Compliant with GDPR, eDiscovery, Sarbanes–Oxley, HIPPA, and other legislation for e-discovery, retention and audit

Features

  • A Simple to Use Email Archive
  • Secure and Perpetual
  • eDiscovery and EU GDPR
  • Remote Access to Archived Emails
  • Protection and Back Up
  • Simple Administration
  • Significantly enhances O365 email Search and Storage functionality
  • Works with multiple mail services - Microsoft, Google, Lotus, +++
  • Scales to over 60,000 users
  • Lightning Fast Search and Retrieval

Benefits

  • Reduce Premium Storage Footprint on Mailserver
  • Slash Time Searching for Lost Email
  • Eliminate PST Files
  • Assist Dispute Resolution & Reputation Management
  • Streamline Mail Server Migration
  • Cut Cost of Mail Server Maintenance
  • Mobile Access - Take ArcTitan Wherever You Go
  • Huge Savings in Email Storage Costs - up to 75%

Pricing

£1.38 to £3.49 a unit a month

  • Education pricing available
  • Free trial available

Service documents

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 tendersteam@centerprise.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

5 9 4 3 1 5 8 3 3 6 5 4 0 3 8

Contact

Centerprise International Ltd Tenders Team
Telephone: 01256 378 000
Email: tendersteam@centerprise.co.uk

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Email services, including Microsoft Exchange and Office365, Google Apps, Lotus Notes, Zimbra, AXIGen, Postfix, Communigate Pro, Neon Insight, Sendmail, Qmail, iMail and more
Cloud deployment model
Public cloud
Service constraints
No
System requirements
Compatible email system

User support

Email or online ticketing support
Email or online ticketing
Support response times
15min response, 1-8hrs fix depending on priority (P1-3) Monday-Friday 8am to 6pm UK - excludes weekends and Bank Holidays
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
1. Overview. There are 3 Service Desk packages: Silver, Gold and Platinum. Service Hours are 09:00 to 17:30 Monday to Friday (excluding UK Bank Holidays); Gold Service Hours are 08:00 to 20:00 Monday to Friday (excluding UK Bank Holidays); and Platinum Service Hours are 24x7x365. 2. Incident Target Resolution.
Priority 1 - High. Service is completely unavailable or there is a critical impact on the Customer’s business operation: 4 hours.
Priority 2 - Medium. The Service is severely degraded or there is a significant impact on the Customer’s business operation: 8 hours.
Priority 3 - Low. The quality of the Service is degraded and is affecting one or more users: 16 hours.
Priority 4 - Service Request. Customer is seeking a change to the Service: 5 working days.

Service Credits. A Service Credit regime is used to recompense the Customer for failures to meet the agreed Service Level. Service Credits are valued as a percentage of the related Service Charges for the month.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Support for initial setup and configuration, gathering requirements and objectives, and modifying system parameters to suit your needs. Assistance with integrating the search services into Outlook or direct via web.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Export your ArcTitan archive data to EML, MSG, PDF, TIFF and PST
End-of-contract process
Centerprise can provide consultancy and support to assist you in extracting data and updating email services to disable archiving to the ArcTitan Cloud.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • 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
Yes
Differences between the mobile and desktop service
Certain advanced administration features are only available on the desktop services.
Service interface
Yes
Description of service interface
Users can review archived emails and search across all stored mails. Administrators/superusers can review reporting on archive volumes, use comprehensive search across the full archive, undertake deletion (e.g. GDPR compliance), etc.
Accessibility standards
None or don’t know
Description of accessibility
Accessibility testing/standards compliance information from the vendor is currently pending.
Accessibility testing
N/A
API
No
Customisation available
No

Scaling

Independence of resources
We use cloud technologies that are designed to insure appropriate resource are at all times allocated to the most intensive processes.

Analytics

Service usage metrics
Yes
Metrics types
Usage summary, including raw mail volume, active users, disk used, emails processed.
Reporting types
Real-time dashboards

Resellers

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

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
European Economic Area (EEA)
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
Another external penetration testing organisation
Protecting data at rest
Encryption of all physical media
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 export approach
Users can export data downloads via a web interface to meet information requests requirements.
Data export formats
Other
Other data export formats
  • PST
  • EML
  • MSG
  • PDF
  • TIFF
Data import formats
Other
Other data import formats
  • EML
  • MBOX
  • MSG
  • PST

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)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
TitanHQ guarantee 99.99% availability, defined a the ability to resolve DNS requests on port 53 of the designated IP address.

If in any calendar month, Service Availability is below the stated Service Level percentage in this document, upon approval of a claim, we will provide the applicable remedy based on sliding scale, in the form of a credit of a defined percentage of the monthly fee.
Approach to resilience
The system is designed to offer 99.999% availability to customers. It does this by having a highly available dispersed architecture which self-heals when an outage is detected. The system has built in redundancy so that it can continue to operate even if one or more of the services is temporarily unavailable
Outage reporting
The system will notify the support team of alerts via email alerts, and a dashboard available to the support team. If the customer wishes to receive these notifications as well they can on request.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Role based access controls
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
No audit information available
Access to supplier activity audit information
Users receive audit information on a regular basis
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
ISOQAR
ISO/IEC 27001 accreditation date
12/2/2018
What the ISO/IEC 27001 doesn’t cover
Applies to Centerprise International Limited. Does not cover TitanHQ (vendor) organisation.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
SecurityMetrics
PCI DSS accreditation date
10th November 2018
What the PCI DSS doesn’t cover
TitanHQ (vendor) systems. PCI DSS certification applies to Centerprise.
Other security certifications
No

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
Centerprise are certified ISO27001 compliant.
TitanHQ (Copperfasten Technologies) are committed to preserving the confidentiality, integrity and availability of all the physical and electronic information assets, related to the provision of computer technology. The vendor therefore adopts a framework for information security management based on the principles of ISO 27001.
Information security policies and processes
The Information Security Management System (ISMS) is intended to be an enabling mechanism for information sharing, for electronic operations, and for reducing information-related risks to acceptable levels. The scope of the ISMS covers all Copperfasten Technologies information assets associated with the provision of computer equipment. The scope specifically excludes the internal support functions of administration, marketing and finance. The ISMS is subject to continuous, systematic review and improvement. Copperfasten Technologies has established a top-level Information Systems Management Forum (ISMF), chaired by the CEO that includes the Information Security Officer and other management staff or roles to support the ISMS framework and to periodically review the information security policy. This policy and all changes to this policy are subject to approval by the CEO of the organisation. To enable the appropriate decisions regarding the implementation of the security controls required in Copperfasten Technologies, a thorough risk assessment is conducted annually and approved by the ISMF. Additions are made each quarter to ensure that new threats are assessed and to take into account any significant business changes. A framework of risk assessment using ISO 27005 guidance is used.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
To achieve the above objectives towards information security best practice, Copperfasten Technologies has decided to adopt a framework for information security management based on the principles of ISO 27001.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Critical vulnerabilities can be patched via a hot-fix process pushed to all servers automatically. Typically the time frame between identifying and remediation with 72 hours. Information regarding potential threats comes from a variety of sources primarily relating to our underlying operating system which is FreeBSD
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
TitanHQ have a defined protective monitoring process with includes a number of different methodologies and techniques. Due to the sensitive nature of the details of this process we do make these details publicly available but they can be discussed on request. When a potential compromise is found it is reported to the Information Security Manager as set out in our incident management policy. The ISM is responsible for coordinating and managing the response within 24 hours.
Incident management type
Supplier-defined controls
Incident management approach
Centerprise's Incident Management process is based on ITIL principles, and provides 1st Line service desk support via phone and email. Standard resolution templates are used for common issues, and an ITSM tool provides audit trails and log of ticket volumes, categories etc. Tier2-Tier4 support is engaged via TitanHQ, who also have a defined process with includes a number of different methodologies and techniques. Due to the sensitive nature of the details of this process TitanHQ do not make these details publicly available but they can be discussed on request.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£1.38 to £3.49 a unit a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
A free trial of the service is offered with full functionality available in the trial version. The trial is for a period of 30 days
Link to free trial
Available on request

Service documents

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 tendersteam@centerprise.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.