Managed Support & Helpdesk (1st & 2nd Line) - Security Awareness Training & Phishing Simulation (per user, tenant setup shared, per month) - Initial Term

Prerequisites

·         uSecure licence for each user.

·         Supported Microsoft 365 tenant and email platform.

·         Administrative access to email platform for simulation configuration.

·         Ability to whitelist uSecure simulation and training domains.

·         Users must have active email accounts.

·         Supported vendor platform: uSecure.

Setup

·         Provisioning and configuration of uSecure platform.

·         User onboarding and synchronisation using directory integration or manual import.

·         Configuration of training policies and learning pathways.

·         Setup of phishing simulation campaigns.

·         Customisation of templates where required.

·         Whitelisting configuration for safe delivery of simulations.

·         Configuration of reporting dashboards and risk scoring.

·         Initial baseline phishing simulation campaign.

·         Documentation of platform configuration and training approach.

Maintenance

·         Ongoing management of training campaigns and schedules.

·         Regular phishing simulation campaigns, automated or targeted.

·         Monitoring of user engagement and completion rates.

·         Policy optimisation based on user risk and behaviour.

·         Content updates aligned to emerging threats.

·         Reporting on user risk scores and organisational posture.

·         Adjustment of campaign frequency and difficulty.

·         Review of platform configuration and effectiveness.

Support

·         Investigation of phishing simulation delivery issues.

·         User support for training access and completion.

·         Resolution of false-positive reporting or blocked simulations.

·         Assistance with reporting and audit requirements.

·         Advisory on improving user security posture.

·         Escalation to uSecure support where required.

·         Guidance on responding to real phishing incidents.

·         Ongoing tuning of campaigns based on performance and risk.