AKITA SYSTEMS LIMITED

Monitoring-as-a-Service

Akita provides cloud-based monitoring-as-a-service for infrastructure and applications. We deliver real time alerting, performance tracking and proactive issue detection. The service helps buyers maintain stable, reliable and efficient operations with continuous oversight and early identification of problems.

Features

• Real-time infrastructure and application performance monitoring across defined environments.
• Centralised alerting with configurable thresholds and escalation rules.
• Proactive issue detection using health checks and performance baselines.
• Monitoring of servers, networks, storage and virtualised workloads.
• Application availability and response time monitoring.
• Event logging and correlation for faster fault identification.
• Dashboard reporting for system health and performance trends.
• Secure cloud-based monitoring platform with role-based access.

Benefits

• Identifies issues early before they impact users or services.
• Reduces unplanned downtime through proactive alerting and monitoring.
• Improves system reliability and operational stability.
• Enables faster incident response and resolution times.
• Provides visibility across infrastructure and application performance.
• Supports capacity planning through performance trend analysis.
• Reduces operational risk through continuous service oversight.
• Helps buyers maintain service levels and availability targets.

• Education pricing 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 info@akita.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

976915621047865

Contact

Akita
0330 058 8000
info@akita.co.uk

About the service

• Service categories:

  Systems Infrastructure Software

  System and service management

  • IT operations management

  IT automation and configuration management

  • Workload management
  • Datacentre system and application control
• Multi cloud support: No

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: This service integrates with existing infrastructure, cloud platforms, operating systems, applications and network services. It extends buyers’ existing systems by providing monitoring, alerting and performance visibility without replacing core platforms or requiring proprietary software dependencies.
• Cloud deployment model: Hybrid cloud
• Service constraints: The service requires supported operating systems, applications and network connectivity to the monitoring platform. Monitoring coverage depends on access to relevant system interfaces, logs and telemetry. Planned maintenance to the monitoring platform is scheduled outside core business hours where possible and notified in advance. The service does not include remediation unless separately agreed.
• System requirements:
  • Supported operating systems on monitored servers and virtual machines.
  • Network connectivity to the monitoring platform from monitored systems
  • Appropriate permissions to access system metrics, logs and performance data.
  • Installation of lightweight monitoring agents where required
  • Access to application interfaces or APIs for application monitoring.
  • Supported web browsers for accessing monitoring dashboards and reports.
  • Time synchronisation configured on monitored systems for accurate event correlation.
  • Firewall rules allowing outbound connections to monitoring service endpoints.

User support

• Email or online ticketing support: Yes
• Support response times: Support is provided via email and an online ticketing system. During business hours, initial responses are provided within one business day. Outside business hours and at weekends, responses are provided on the next business day, unless enhanced support arrangements are agreed separately.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: Akita provides standard and enhanced support levels for the service.; ; Standard support is included in the service price and provides remote email and ticketing support during UK business hours. Incidents are logged, prioritised, and managed through Akita’s service desk, with access to cloud support engineers for investigation and resolution.; ; Enhanced support is available at additional cost and provides extended support hours, faster response targets, and named escalation contacts. Where required, a dedicated technical account manager can be assigned to provide service reviews, reporting, and proactive optimisation. Enhanced support pricing is agreed at call-off stage based on scope, service hours, and response requirements.; ; All support is delivered by Akita cloud support engineers with relevant platform and operational experience.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Akita supports buyers through a structured onboarding process to help users start using the service. This includes initial service setup, configuration of monitoring targets, and validation of alerting and dashboards. Users are provided with online documentation and guidance covering day-to-day use, alert management, and reporting. Remote knowledge transfer sessions can be provided where required to familiarise users with the service interface and features. Ongoing support is available through Akita’s service desk to assist users during early adoption and operational use.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract, buyers can extract their monitoring data, reports, and alert history through the service interface or via the service API. Data can be exported in commonly used formats to support transfer to another service or internal systems. Akita supports buyers during contract exit by confirming data extraction requirements, providing reasonable assistance, and ensuring access is maintained for the agreed exit period in line with the contract terms.
• End-of-contract process: At the end of the contract, Akita works with the buyer to support an orderly service exit. This includes confirmation of contract end dates, access to the service for the agreed exit period, and support for data extraction in line with the contract terms. Buyers can export monitoring data, reports, and alert history using the service interface or API.; ; Standard contract pricing includes access to the service until contract end and reasonable assistance with data extraction and service close-down. Any additional activities beyond standard exit support, such as extended access periods, bespoke data exports, migration assistance, or additional reporting, are provided at extra cost and agreed with the buyer at call-off stage.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service can be accessed via mobile web browsers for viewing dashboards, alerts and ticket updates. The desktop experience provides full configuration, reporting and administration features, while mobile access is optimised for monitoring status, notifications and high-level visibility rather than detailed configuration.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service is accessed through a secure, web-based management interface. Users can view dashboards, alerts, system health, and performance metrics, manage notifications, and access reports. Role-based access controls limit functions based on user permissions. The interface is browser-based and does not require specialist client software.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The service interface is designed using accessible UI components aligned to WCAG 2.2 AA principles. Testing includes keyboard navigation checks, screen reader compatibility testing, colour contrast validation, and responsive layout testing across devices and browsers. Accessibility issues identified during testing are logged and addressed as part of ongoing platform improvements.
• API: Yes
• What users can and can't do using the API: The service provides an API that enables users to integrate monitoring data with their existing systems and workflows. Users can use the API to retrieve metrics, alerts, system status, and performance data, and to automate reporting and notifications. Users can make limited configuration changes through the API, such as managing alert thresholds and notification rules. Initial service setup, core monitoring configuration, access control, and platform-level settings are completed through the web-based service interface. The API does not allow changes that could affect service stability, security, or underlying platform configuration.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Buyers can customise alert thresholds, notification rules, dashboards, and reporting views to suit their operational requirements. Customisation is carried out through the web-based service interface and, where appropriate, via the service API. Authorised buyer users can apply and manage customisations within the permissions assigned to their role. Core platform configuration and underlying service architecture are not customisable and remain managed by Akita to maintain service stability and security.

Scaling

• Independence of resources: The service is delivered on a scalable cloud platform designed to isolate customer workloads and monitoring data. Logical separation, access controls, and capacity management ensure that one customer’s usage does not impact another. Platform resources are monitored continuously, with capacity scaled to maintain performance and reliability for all users.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides metrics including system availability, performance indicators, alert volumes, incident trends, and monitoring coverage. Metrics support operational oversight, service assurance, and capacity planning.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Established third-party monitoring platform vendors.

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export monitoring data, reports, and alert history through the service interface or via the service API. Data is provided in commonly used formats to support reuse, analysis, or transfer to another service. Access for data export is maintained for the agreed exit period in line with contract terms.
• Data export formats: CSV
• Data import formats: CSV

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)

Availability and resilience

• Guaranteed availability: Akita targets high service availability for the monitoring platform, supported by resilient cloud infrastructure and proactive service management. Availability targets and service levels are defined at call-off stage and aligned to buyer requirements. Where availability commitments are not met, service credits may be applied in line with the agreed SLA. Service credits are calculated as a proportion of the affected service charges and applied to future invoices rather than cash refunds.
• Approach to resilience: The service is designed for resilience using a cloud-based architecture hosted on enterprise-grade third-party datacentre infrastructure. The platform uses redundancy across critical components, including compute, storage, and networking, to reduce single points of failure. Monitoring data and configurations are stored using resilient storage services with built-in fault tolerance. The underlying datacentre environment provides resilient power, cooling, and physical security, with high availability designed into the infrastructure. Capacity and platform health are continuously monitored, and resilience measures are reviewed as part of ongoing service management.
• Outage reporting: Service outages and service-impacting incidents are reported through multiple channels. Buyers can view service status and incident updates through the service interface. Email notifications are issued for significant incidents affecting service availability. Where applicable, outage and incident information can also be accessed via the service API for integration with buyer systems. Updates are provided during incidents and on service restoration.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted through role-based access controls and authenticated user accounts. Permissions are assigned based on job role and least-privilege principles. Administrative access is limited to authorised personnel, with access reviewed regularly. Support channels require authenticated requests, and sensitive actions are logged and auditable.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Akita operates a formal information security management framework aligned to ISO 27001. Information security policies cover access control, data protection, incident management, risk management, supplier assurance, and business continuity. Responsibility for information security sits with a named board-level owner, supported by senior management and operational teams. Policies are communicated to staff and embedded through onboarding, regular training, and mandatory awareness activities. Compliance is monitored through internal reviews, access controls, incident reporting, and management oversight. Security incidents are logged, assessed, and escalated in line with defined procedures, with corrective actions tracked to completion.
• 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: Service components are tracked through their lifecycle using documented configuration records and version control. Changes are managed through a formal change management process, with assessment of risk, impact, and security implications before implementation. Security impact is reviewed as part of change approval, and changes are tested prior to release to minimise risk and service disruption.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Akita assesses vulnerabilities through regular platform monitoring, supplier advisories, and security alerts from trusted sources. Potential threats are assessed based on risk and impact to the service. Patches and mitigations are prioritised and deployed in line with severity, with critical updates applied promptly. Vulnerability information is sourced from software vendors, cloud providers, and recognised security advisories, with actions tracked through internal security and change management processes.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Akita uses protective monitoring to identify potential security incidents through log review, alerting, and anomaly detection. Suspected compromises are investigated promptly by authorised support engineers and escalated where required. Incidents are contained, assessed, and resolved in line with incident management procedures, with response times prioritised based on severity and impact.
• Incident management type: Supplier-defined controls
• Incident management approach: Akita operates defined incident management processes for common service and security events. Users report incidents through the service desk using email or the online ticketing system. Incidents are logged, prioritised, investigated, and resolved in line with documented procedures. Where required, incident updates and post-incident reports are provided to buyers, outlining impact, actions taken, and resolution.
• 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: Yes
• Free trial available: No

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: 5%
• Between £1,000,001 and £2,500,000: 7%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: British Assessment Bureau (UKAS accredited)
• ISO/IEC 27001 accreditation date: Friday 18 January 2019
• What the ISO/IEC 27001 doesn’t cover: The ISO/IEC 27001 certification does not cover customer-owned systems or infrastructure not managed by Akita Systems Limited, physical security controls at customer premises, end-user devices not under Akita management, or non-IT business activities outside the defined scope of IT support, cloud services, and hosted and recovery services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: British Assessment Bureau (UKAS accredited)
• ISO 9001 accreditation date: Thursday 23 April 2015
• What the ISO 9001 doesn’t cover: The ISO 9001:2015 certification does not cover activities outside the defined scope of IT service delivery, including non-IT business operations, customer-owned systems or processes not managed by Akita Systems Limited, services delivered entirely by third parties outside Akita’s quality management system, and physical site operations at customer premises where Akita does not have operational control.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 56073cca-376a-486b-a991-0f76b99f23b2
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: Cc55b424-1c83-4f89-8550-44e6b24ec430
• Other security certifications: No

Social value

• 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

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