CINOS LIMITED

Full Stack Observability

Gain insights into your digital infrastructure with our Full Stack Observability (FSO) service. Delivers real-time visibility across applications, infrastructure, and networks, empowering proactive monitoring and rapid issue resolution. Seamlessly integrate logs, metrics, and traces for comprehensive performance analysis. Elevate your operations with actionable insights and enhanced reliability.

Features

• End-to-end visibility across applications, infrastructure, and networks
• Real-time monitoring of performance metrics and system health.
• Comprehensive logging and tracing capabilities for troubleshooting
• Seamless integration with existing monitoring tools and platforms
• AI-driven analytics for proactive issue detection and resolution
• Scalable architecture to support growing infrastructure demands
• Customisable dashboards and alerts for personalised monitoring
• Unified platform for simplified management and configuration
• Support for hybrid and multi-cloud environments
• Advanced security features to detect and mitigate threats

Benefits

• Proactive monitoring and management by expert engineers
• Reduced downtime through early detection of performance issues
• Enhanced security posture with continuous threat monitoring
• Improved resource utilisation and optimisation of IT investments
• Access to specialised expertise in implementing and maintaining FSO
• Scalable solutions tailored to meet specific business needs
• Cost-effective operations with predictable monthly billing
• Compliance with industry regulations and standards
• Streamlined operations with automated tasks and workflows

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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

Framework

G-Cloud 15

Service ID

231390550750631

Contact

Jody Faulkner
07869370406
bids@cinos.co.uk

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
  • Advanced and predictive analytics
  • Location and geospatial data management and analytics
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: API integration to existing Line of Business systems is dependent on engagement with the incumbent provider of that system.
• System requirements:
  • Endpoint Agent: Windows, OSX
  • Enterprise Agent: VMware, Hyper-V, IntelNUC, RaspberryPi, Cisco IOS, Linux, Docker
  • Cloud Agent: N/A, SaaS solution

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Our response times are based upon priority of the incident:; ; P1 - 15 mins; P2 - 30 mins; P3 & P4 - 4 hours; P5 - N/A
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We offer varied Service Level Agreements based on deployment model: ; ; • The Service Level Agreement (SLA) for Standard Private or Community Cloud is 99.9% ; • The Service Level Agreement (SLA) for Cloud HA Private or Community Cloud is 99.99% ; • The Service Level Agreement (SLA) for Hybrid Cloud is 99.99%. ; ; There is no cost implication for the differing support levels; the support level is derived from the deployment model chosen.; ; We provide a named Technical Account Manager for all of our customers, providing a point of escalation, a named contact for service queries and technical update / roadmap workshop sessions.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: In order to fully understand your business objectives and produce an appropriate design to fully meet requirements, we offer a number of workshops to gain a comprehensive understanding of your organisation. This information, combined with detailed benefits analysis enables Cinos to provide the perfect solution to meet your business need.; ; While we have industrialised and standardised our approach as far as possible, we appreciate that each of our customers and their requirements are unique. Our typical on-boarding process follows a closely aligned PRINCE2 methodology which incorporates the following key stages:; ; • Initiate and Assess; ; • Plan and Design; ; • Procure; ; • Implement; ; • Prepare; ; • Handover and Transition; ; • Benefits Realisation
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.; ; Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.
• End-of-contract process: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.; ; Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Our onboarding and offboarding documentation is stored in a centralised digital platform accessible via our company intranet. It is available 24/7 to all Buyers provided with secure login credentials. The documents are provided in PDF and HTML formats, optimised for mobile and desktop use, and are fully searchable. Additionally, we maintain version control to ensure Buyers always have the latest information.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: ThousandEyes has a web-based management interface. Connections to the management interface are secured with the Transport Layer Security (TLS) protocol, as indicated by the https in the URL used to access the interface. HTTPS/TLS encrypts the network connection between browser and Appliance, guaranteeing data privacy and data integrity.
• Accessibility standards: None or don’t know
• Description of accessibility: Conformance to WCAG 2.1 Level A & AA.
• Accessibility testing: Cisco ThousandEyes is a cloud hosted service. Cinos validates client connectivity and registration with the portal.
• API: Yes
• What users can and can't do using the API: The ThousandEyes API enables programmatic access to ThousandEyes features and data, allowing you to integrate ThousandEyes with third-party systems and to automate tasks such as creating and modifying tests or retrieving test data. The ThousandEyes API is a RESTful API that uses standard HTTP methods and response codes.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The ThousandEyes service is customisable in that it monitors systems and user experiences specific to the customer environment. In the ThousandEyes webapp, you can also configure your Dashboards page to meet your individual needs. If your user role has the appropriate permissions, you can configure a dashboard and make it available for other users in your account group, or multiple account groups.

Scaling

• Independence of resources: Thousand Eyes is a robust tool with a lot of features and scalability. As a SaaS technology it offers enterprises the benefits of unlimited scalability and performance regardless of user location.

Analytics

• Service usage metrics: Yes
• Metrics types: Network layer - End to end metrics, path visualisation metrics; Routing layer - BGP metrics; DNS layer - Server metrics, trace metrics; Web layer - HTTP server metrics, page load metrics, waterfall object timings, transactions, FTP; Voice layer - SIP server, RTP stream, Proxy metrics
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Cisco / Thousand Eyes

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Customers are encouraged to protect their own data using encryption technologies where only they have the decryption key. In this way, our customers are assured that their data can never be accessed by a third party.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Authorised users may export end user and configuration data from the service administrative interface. Exported data is typically downloaded as .CSV
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • PDF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Data is always protected using transport layer security when transmitted over untrusted networks. There are a number of security controls applicable to data protection at rest, including physical protection, logical data access controls and segregation, access validation and audit. Endpoint Agent data is stored securely in ThousandEyes data centers.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.5%
• Approach to resilience: Available on request.
• Outage reporting: All outages will be reported via email. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

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: Cyber Essentials Plus, NHS Data Security and Protection Toolkit
• Information security policies and processes: Cinos and Cisco are registered with the UK Data Protection/Information Commission registrar and compliant to GDPR regulation. Cisco have worked to ISO 27001 standards since accreditation in 2001 and relevant NHS Information Governance Toolkit ( Data Security and Protection Toolkit) requirements and NHS Cyber Essentials. Cinos operate a comprehensive IMS (Information Management System) to ensure that all customer data is protected by strong controls against unauthorised access, theft, interception or compromise. This system is implemented as part of ISO/IEC 27001:2022 processes and operated in-line with PCI-DSS requirements and UK data protection requirements. Cisco confirm that they will comply with Local and other territorial legislation and regulatory controls as required. Cisco understand the risks of storing and processing data in territories with extra-territorial reach (such as the US Patriot Act) and take all measures to ensure the security, availability and integrity of all customer data. Clear controls, roles and responsibilities are defined with respect to storage, processing, encryption and transmission of customer data.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Cinos has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Cinos has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of our asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Our service is based upon Infrastructure as a Service. Following best practice from the National Cyber Security Centre, Cinos protects its platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. Our approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the NOC for prompt investigation.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Cinos has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 15-day free trial available. This includes:; Cloud visibility; Enterprise network visibility; Internet insights
• Link to free trial: https://www.thousandeyes.com/signup/

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bmtrada
• ISO/IEC 27001 accreditation date: Monday 3 March 2025
• What the ISO/IEC 27001 doesn’t cover: Clause 14.2.8 - Secure Systems ; Justification for Exclusions: Cinos does not develop secure systems.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Bmtrada
• ISO 9001 accreditation date: Monday 27 March 2023
• What the ISO 9001 doesn’t cover: The integrated management system complies with all applicable requirements contained in ISO 9001, and there are no requirements not covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Beb3bb33-9615-41da-a9ae-ffa5c5a03d50
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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