SOFTCAT PLC

Datadog

Datadog provides a unified observability and security platform. By consolidating fragmented visibility into a single pane of glass, we help teams modernize aging infrastructure, accelerate issue resolution, and ensure compliance enabling the delivery of reliable, secure digital services with full-stack, real-time insights.

Features

• Infrastructure Monitoring

Benefits

• Infrastructure Monitoring: Real-time visibility into host, container, and cloud health.

• Free trial available

Service documents

• Pricing document

  ODS

• 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

736354953665629

Contact

Public Sector Tenders
01628 403403
psitq@softcat.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
  • Advanced and predictive analytics
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: N/A
• Cloud deployment model: Public cloud
• Service constraints: Datadog is a SaaS-only platform; it is not available for on-premises installation. Customers must select a hosting region (e.g., UK1) at account creation, which determines data residency. The Datadog Agent requires outbound internet connectivity (HTTPS/443) or a proxy to transmit telemetry. Technical constraints include standard API rate limits to ensure platform stability and product-specific data retention periods (e.g., 15 months for metrics, 15 days for indexed logs), which are configurable based on buyer requirements. Maintenance is managed by Datadog as part of our continuous delivery model.
• System requirements: Modern browser, lightweight Agent (cross-OS), and outbound HTTPS (443)

User support

• Email or online ticketing support: Yes
• Support response times: Support time varies by impact level and support plan. For Premier Support, critical issues receive 24x7 response. Standard Support provides business-hours responses for high and normal priority issues. Weekend coverage is available for critical incidents under Premier Support. For more details on support plans and response times can be found here https://www.datadoghq.com/legal/datadog-support-terms/
• 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: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Datadog’s web chat, powered by Zendesk, undergoes regular accessibility testing to ensure compatibility with assistive technologies. Testing includes manual audits using screen readers (JAWS, NVDA, and VoiceOver) and keyboard-only navigation to ensure the platform is perceivable and operable for users with visual or motor impairments. The service conforms to WCAG 2.1 Level AA and Section 508 standards. These tests verify that UI elements like chat bubbles, input fields, and notification alerts are properly announced and accessible to all employees. For more information visit https://www.zendesk.com/company/agreements-and-terms/accessibility/
• Onsite support: Yes, at extra cost
• Support levels: Datadog provides three support tiers: Free, Standard, and Premier. All customers have access to online documentation, the learning center, community resources, and basic enablement materials. The Free tier offers self-service support without guaranteed response times. Standard Support, included with paid subscriptions, provides business-hours assistance with defined response targets for critical, high, and normal-priority issues. Premier Support delivers the highest level of service, including 24×7 coverage, the fastest response times for critical incidents, phone and chat access, priority escalation, a dedicated support team, operational runbooks, and regular service reviews. These plans allow customers to select a support level that aligns with their operational complexity and availability requirements. For additional information visit: https://www.datadoghq.com/support-services/plans/
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: "Datadog supports onboarding through self-service documentation, guided setup workflows, and optional enablement services. Product documentation and implementation guides are available online to support initial configuration and deployment.; ; Users also have access to the Datadog Learning Center, which provides free, self-paced courses and learning paths covering core features and best practices.; ; Ongoing assistance is available through the Datadog Support Portal, with response times depending on the selected support plan. No onsite training is required to begin using the service."
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: "Upon contract termination, users can extract their data using Datadog’s APIs and in-product export features during the subscription term and for a limited period following termination. Data can be retrieved programmatically or exported via supported interfaces prior to deletion.; ; Following a customer’s written request, Datadog will delete Customer Personal Data retained in production systems within 90 days and from backups within 180 days, in accordance with the Datadog Data Processing Addendum."
• End-of-contract process: "Service access and support are provided for the subscription term specified in the applicable Order Form. At the end of the term, or upon termination, access to the service ends. Customers are responsible for exporting any required data prior to deletion.; ; Data export functionality is included in the standard subscription price. No additional charges apply for exporting data using supported tools or APIs.; ; Upon written request, Datadog deletes Customer Personal Data in production systems within 90 days and in backups within 180 days, as described in the Datadog Data Processing Agreement."
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The desktop interface is the primary environment for administration and configuration, including creating dashboards, managing integrations, and configuring security and alerting settings. The mobile application is designed for monitoring and response activities, providing access to alerts, dashboards, and incident status. Mobile functionality is optimised for visibility and triage rather than full configuration or administration.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The Datadog Service Interface acts as a centralized source of truth for your software ecosystem. It automatically discovers and maps all microservices, displaying their real-time health, performance metrics, and security vulnerabilities in one view. The interface supports filtering, visualisation, and role-based access to support monitoring, troubleshooting, and operational decision-making.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Datadog tests its platform accessibility by leverging screen readers like JAWS and VoiceOver, keyboard-only navigation, and screen magnification tools. To meet WCAG standards, they focus on eliminating "focus traps" and providing screen-reader-friendly alternatives to complex data visualizations.
• API: Yes
• What users can and can't do using the API: Users can manage Datadog programmatically by sending JSON or YAML payloads to the Service Definition API, which defines metadata like ownership, documentation, and Slack contacts. Most organizations automate these changes using Terraform or CI/CD pipelines that sync local configuration files to the platform. For additional information visit: https://docs.datadoghq.com/api/latest/?tab=java
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise Datadog by configuring dashboards, alerts, monitors, and integrations to suit their operational needs. Custom tags, templates, and role-based access controls allow users to tailor views and workflows. Advanced users can extend functionality through APIs and automation tools to align the service with existing processes and systems.

Scaling

• Independence of resources: "Datadog sites are independent (data is not shared across sites). Datadog also applies API rate limits to help protect platform stability and fairness across tenants. For additional information visit: https://docs.datadoghq.com/getting_started/site/ ; & https://docs.datadoghq.com/api/latest/rate-limits/"

Analytics

• Service usage metrics: Yes
• Metrics types: Data ingestion volume per product; ; Log event count; ; Metrics time series count; ; Trace span volume; ; Indexed log volume; ; Synthetic test usage; ; Network flow volume; ; Security signal count; ; Host and container count; ; API request volume
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Datadog

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data can be exported via Datadog APIs and in-product export features. For example, Log Explorer supports exporting search results as CSV, and the Datadog API can be used to retrieve data programmatically
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: TLS, VPN Gateway and Microsegmentation. Datadog supports network microsegmentation by providing visibility into service communication patterns. This enables customers to define fine-grained security policies, monitor network traffic, and support Zero Trust security models within dynamic cloud environments.

Availability and resilience

• Guaranteed availability: "Datadog’s Master Subscription Agreement includes an availability standard (99.8%) and describes service credits as the remedy for not meeting the commitment.; Source: https://www.datadoghq.com/legal/msa/2023-02-28 "
• Approach to resilience: "Datadog maintains business continuity and disaster recovery (BC/DR) plans and tests them at regular intervals. Datadog also maintains backup procedures and restoration procedures. For additional information visit: https://www.datadoghq.com/legal/data-processing-addendum/2023-02-28/ ; "
• Outage reporting: "Service status and incident history are published on Datadog’s public status page.; For additional information visit: https://status.datadoghq.com/"

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Restrictions can be put in place using RBAC, groups & organizational permissions.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: "SSAE 18 SOC 2 Type II; For additional information visit: https://www.datadoghq.com/legal/data-processing-agreement/ "
• Information security policies and processes: Datadog information security program in its Data Processing Agreement (Appendix B) including: access controls, audit requirements (including SOC 2 reporting), business continuity and disaster recovery planning and testing, change control processes, encryption and key-management controls, logical segregation of customer data, employee background checks, and security awareness training. For additional information visit: https://www.datadoghq.com/trust/
• 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: Datadog maintains change control policies and procedures, including using a separate test environment from production, and security patching and product updates using change control procedures. For additional information visit: https://www.datadoghq.com/legal/data-processing-addendum/?utm_source=chatgpt.com
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: "Datadog performs regular vulnerability scans and annual penetration testing. Datadog applies security patches and product updates using change control procedures.; For additional information visit: https://www.datadoghq.com/trust/"
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Datadog operates continuous protective monitoring across its platform using automated security telemetry, log analysis, and alerting. Monitoring includes detection of anomalous behaviour, unauthorised access attempts, configuration drift, and indicators of compromise. Alerts are triaged by Datadog’s security operations team, with defined escalation paths and incident response procedures. Monitoring operates 24/7 and integrates with incident management processes to ensure timely investigation and remediation. Findings feed into Datadog’s vulnerability management and continuous improvement programmes.
• 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: Datadog operates a documented incident management process aligned with recognised security standards. Incidents are identified through automated monitoring and internal reporting channels, triaged based on severity, and managed through defined response procedures. Customers can report incidents via support channels, and Datadog provides incident notifications and post-incident reports where applicable. The process includes containment, remediation, root cause analysis, and corrective actions. Incident response procedures are regularly tested and reviewed as part of Datadog’s security governance programme.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Datadog's free trial offers 14 days of full access to its core monitoring, observability, and security features, letting you track infrastructure (CPU, memory), trace application requests (APM), analyze logs, build custom dashboards, and set alerts, providing a comprehensive test drive for your environment's performance, logs, and user experience,

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: NQA
• ISO/IEC 27001 accreditation date: Monday 8 April 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Monday 8 April 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SecurityMetrics
• PCI DSS accreditation date: Friday 10 January 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E9fd5f85-7cd1-4ff2-aba9-6f9f5f225b1b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 181966c9-f0aa-42ed-9271-d1b111bdf43b
• Other security certifications: Yes
• Any other security certifications: Security Standards dependant on the vendor solution

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

    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • 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
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting 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 support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • 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
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • 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
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort

  • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  ODS

• 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.