This document sets out what's included in our security awareness training solution. Phish testing is covered in a separate service definition, and the two services are designed to operate together.
Our security awareness training service is designed to educate users on the threats that cyber attacks pose to an organisation. Training is delivered monthly rather than as a single annual exercise, so that awareness is maintained as threats evolve. The service provides the following feature set:
Enrolment into monthly cyber security training for staff
Training content covering current and evolving threats, delivered as short modules
Automated enrolment of users identified as susceptible during phishing testing into targeted awareness training
Tracking of module completion and outstanding assignments
Reporting to identify trends, high-risk groups, and areas for improvement
The solution is fully managed by our team, from enrolment through to completion reporting.
Customers can raise queries directly with our dedicated support team for assistance. Typical requests include:
Adjusting training schedules or user groups
Clarifying reporting insights and recommendations
Resolving issues with enrolment, module delivery or completion tracking
Service coverage is provided in line with the customer's existing Managed IT Service support contract.
Our team receive alerts for a variety of events relating to the platform, including:
Planned maintenance
Degraded service due to issues arising
Critical incidents or major outages
When one of these is received, it is initially reviewed for impact, and if appropriate, communications will be sent to customers.
The following reports are available through the platform, providing actionable insights into security awareness levels across the organisation:
Training completion and outstanding assignment reports
High-risk users
Our team collaborates with our preferred partner for the platform, escalating complex incidents or platform-specific issues as needed. All initial analysis and troubleshooting are conducted internally, with vendor escalation fully managed by our team. This process incurs no additional cost to the customer.
Where a new feature is introduced to the platform that would benefit a customer, the required changes are reviewed by our team to ensure they are suitable for implementation. If the change requires disruption to service, or an adjustment to core components that may alter existing functionality, this will be communicated to the customer and a route forward agreed.
For any additional functionality requiring considerable work and/or integration, these items will be scoped and discussed independently with the customer.
Initial consultation and requirements assessment
Review organisational goals and compliance requirements relating to training
Training setup
Configure integration with Microsoft 365 tenant
Enrol organisation in to training platform
Set auto-follow up for training that is outstanding for users
Configure automatic enrolment of users identified as susceptible during phishing testing
Execution and monitoring
Release scheduled training to enrolled users
Receive data on completion rates
Reporting and improvement
Embed key metrics within our Customer Service Reporting (CSR)
Provide ad-hoc reporting if further detail is required