DNS Filtering

Service Definition • Armstrong Bell • 21 May 2026
Document summary
This document provides information relating to the services provided for customers that utilise our DNS Filtering solution. This information is designed to provide clarity on the scope of the items included within the overall service provision.
Core service provision
Our DNS filtering service is designed to protect customers from a variety of threats through advanced filtering and provides the below rich feature set:

  • Block access to phishing, botnet and malware domains
  • Utilise application aware filtering to block applications that should not be used
  • Apply content filtering rules to filter web based content
  • Provide coverage when on and off the organisation's network
  • Block access to potentially risky domains that have not yet been classified as malicious
  • Full reporting dashboard
The solution is monitored and managed by our in-house team, with changes and requests able to made as part of the service. During on-boarding, an agent is deployed to managed devices to enable the DNS Filtering solution to be applied.
Service desk support
Customers can raise queries directly with our dedicated support team for assistance. Typical requests include modifying content filtering policies, resolving issues with blocked domains and adjusting application blocking policies.

The service coverage is provided in-line with the customer's existing Managed IT Service support contract.
Alert management
Our team receive alerts for a variety of events relating to the platform, these include the following:

  • Planned maintenance
  • Degraded service due to issues arising
  • Critical incidents or major outages
When one of these is received by our team, it is initially reviewed for impact and then if appropriate communications will be sent to customers. 
Available reporting
The following reports are built in to the platform and provide detailed information around the usage, content accessed and how security is being applied:

  • Agent counts
  • Server’s geolocation
  • User reports
  • Roaming client reports
  • Domain reports
Vendor escalation
Our team work closely with our preferred partner for DNS filtering services, with the ability to escalate incidents to them where required. All initial analysis and investigation is conducted internally and then specific platform or technical queries will be logged with the vendor; there is no additional cost to the customer for this and our team will fully manage this process throughout.
Addition of new features
Whereby a new feature is introduced to the platform that would be of benefit to a customer, the required changes are reviewed by our team to ensure they are suitable for implementation. If the change has any requirement for disruption to service or an adjustment to core components that may alter existing functionality, these will be communicated to the customer and a route forward agreed.

For any additional functionality that requires considerable work and/or integration, these items will be scoped and discussed independently with the customer.
On-boarding
The on-boarding steps for the core components are listed below:

  1. Initial Consultation and requirements assessment
    • Discuss specific DNS security needs with the customer
    • Review any existing web filtering policies that are in place
  2. Tenant configuration
    • Create the tenant within the filtering solution
    • Build the required policies and ruleset
  3. Pilot deployment
    • Deploy the agent to pilot devices
    • Test the policy deployment and verify that the devices are filtered
    • Review reporting content to ensure successful agent reporting
  4. Rollout
    • Deploy the agent to the remaining devices and confirm registration
    • Implement DNS forwarding configuration for customer sites
    • Complete the adjustment of any policies and configurations
    • Review the platform for any errors
    • Provide any further assistance as required