Dynatrace Limited

Dynatrace Full Stack Observability for the Enterprise Cloud

Gartner magic quadrant leader for Observability. Grail unifies logs, metrics, and events in the context of traces, topology, and user sessions. Single agent delivers AI-powered full stack Application Performance Monitoring, automated root cause analysis with integrated digital experience management, enhanced with run-time Application Security. Available as SaaS or on-premises.

Features

• Automated Discovery and Mapping Out of all Cloud Components
• AI Driven Automated Root Cause analysis
• Massive Automation of Deployment and Maintenance of Solution
• Full Stack Visibility into your hybrid Multi-Cloud Environment
• Real User Monitoring by User
• Continuous runtime vulnerability detection and AI-powered automatic risk assessment
• Unify and contextually analyze your data with Grail
• Business Analytics on real time data
• Single Agent Approach

Benefits

• Automation enables Rapid Deployment with No Manual Configuration
• Automated Root Case Analysis significantly reduces MTTR
• Significantly Reduces the Operational Costs of Supporting Cloud Apps
• Enhance Collaboration Across Developers, Testers and Operations
• Understand the Business Impact of Application Performance Issues
• Deliver better software faster with Dynatrace Autonomous Cloud
• Lower enterprise risk with automatic vulnerability management and protection
• Automated tracking into business KPIS
• Advanced Log analytics capabilities

£423.00 to £1,581.00 a unit a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 stephen.johnston@dynatrace.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

120679011714745

Contact

Stephen Johnston
07779881328
stephen.johnston@dynatrace.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: There are no constraints with this service being delivered
• System requirements: Systems Requirements are listed at help.dynatrace.com

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Dynatrace offers two levels of support for its customers: Standard and Premium. Standard support is available for customers that are current on their maintenance renewals and SaaS subscriptions. Premium Support is an additional cost. Please visit the following URL for a comprehensive description of these two service levels and the response times to questions. ; ; www.dynatrace.com/company/trust-center/support/policy/
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Dynatrace's Live Chat is an in-product, always on, instant access to Dynatrace product specialists. You will need to log into your Dynatrace account to access the Live Chat function.
• Web chat accessibility testing: Dynatrace Product Management are aware there is a need to continually improve accessibility with our product and a strategy is being actively worked on to deliver these improvements. ; Recent developments have seen the following improvements delivered in the product:; - use of angular components within the UI; - better keyboard support and ARIA labels for screen readers.; - Typographic hierarchy has recently been rolled out through the product ; ; From a design operations perspective Improved colour contrasts and legibility are re-designed into the product as a design principle when new versions are developed. In addition, Dynatrace has started a Student Project with Linz University to elevate our approach to accessibility testing in the future.
• Onsite support: Yes, at extra cost
• Support levels: DynatraceOne (Standard Support) - Mon-Fri, 9am-5pm local time and requires an active maintenance or subscription contract. ; ; DynatraceOne Premium (Premium Support) - 24/7 x 365 - priority response times and a dedicated product specialist and customer success manager. Premium Support has an entry level price of £40,000 for annual license revenue below £250K. For license revenue above £250K the Premium Support costs are calculated at 20% of the annual licenses revenue and decrease on a sliding scale to no less than 10% as annual license revenue increases.; ; Full Service Descriptions of DynatraceOne and DynatraceOne Premium are available at www.dynatrace.com/services-support/#
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our post-sales team will help you to swiftly deploy the Dynatrace platform into your environment, find new ways to attack your problems by leveraging our team of experts, achieve transformative results in weeks, not months or years, and keep the momentum going beyond the initial implementation.; We will tailor the right solution for you based on our wide range of services, including but not limited to:; • Short-term engagements to quickly build a strong foundation for an effective deployment of Dynatrace.; • Automation services, to establish efficiencies to enhance processes, including deployment, release validation, incident management as well as problem remediation.; • Team augmentation services, to supplement your team to drive enterprise enablement, adoption, and transformation.; • Enterprise architect services, enabling leadership and fostering experience to establish your global digital strategy and drive success throughout your enterprise projects.; • Extension services, integrating Dynatrace throughout your ecosystem to drive maximum value from the platform.; • Business insights services, providing detailed recommendations for optimization that drive business outcomes. ; • Enhanced support services, enabling a premium support experience with access to support 24/7 in a prioritized manner as well as account strategy and technical account management during and after the initial implementation project.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Dynatrace provides an API that enables the end user to extract the performance metrics and specific data they require before ending the contract. Our post-sales team is able to advise and support the end user through the data extraction process.
• End-of-contract process: For SaaS customers if the Software license is terminated or expired, the rights and license granted to the customer, including the service, shall immediately terminate. ; ; Please refer to clause 18.5 of our subscription agreement for further details: https://www.dynatrace.com/company/trust-center/customers/subscription-agreement/

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences in functionality between the Dynatrace Mobile and desktop Browser User Interfaces other than the User Interface is optimised for the device on which the User Interface is being accessed.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Dynatrace leverages a Web UI to access monitoring
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Accessibility conformance reports can be found here: ; ; https://docs.dynatrace.com/docs/get-started/dynatrace-ui/accessibility
• API: Yes
• What users can and can't do using the API: API's are an important part of the of the Dynatrace solution. ; The following URL provides everything you need to know about how you can set-up and make changes changes through the API's available in the Dynatrace ecosystem.; ; www.dynatrace.com/support/help/dynatrace-api/
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The customisation of the Dynatrace service is limited to the configuration of the User Interface such as Dashboard views and specific views of the enterprise cloud depending on the User's role. For example, developers, testers and operational people can customise their views based on the the information and data relevant to their role.; ; Additional customisation can also be used in extending the capabilities of Dynatrace through the Software Development Kit, or SDK, to enables users to monitor a technology for which their is currently no code module available. ; ; A more detailed description can be found at www.dynatrace.com/support/help/extend-dynatrace/

Scaling

• Independence of resources: Artificial Intelligence is built into the heart of the solution and this AL has industry leading predictive capabilities that ensure our service auto-scales based on demand placed on the service. ; ; In addition each customer has their own Dynatrace tenet that is independent of any others tenets supported by Dynatrace.

Analytics

• Service usage metrics: Yes
• Metrics types: Dynatrace delivers a rich set of services metrics that cover end user experience, infrastructure, applications and databases.; ; Please review the Full Service Description to better understand the full service metric capabilities of Dynatrace.
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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 another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Dynatrace encrypts data transparently using built-in AWS technologies (S3 and EBS encryption with AES-256, GCM encryption mode. For details, see this Whitepaper - AWS KMS Cryptographic Details.); ; Read more about data security controls in Dynatrace: https://docs.dynatrace.com/docs/shortlink/data-security-controls
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data export is delivered through APIs. ; More detailed information is available at the following URL; www.dynatrace.com/support/help/dynatrace-api/
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • ODF
  • 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)

Availability and resilience

• Guaranteed availability: The Dynatrace SaaS SLA for Monthly Uptime Percentage is 99.5% for all customers. Customers who subscribe to Enterprise Success & Support have an enhanced SLA for Monthly Uptime Percentage of 99.95%.; ; Dynatrace will use commercially reasonable efforts to make the Dynatrace SaaS environment available in accordance with the Monthly Uptime Percentage defined in the link below. In the event Dynatrace does not meet the Service Commitment, you may be eligible to receive a Service Credit, to be applied as described here: https://www.dynatrace.com/company/trust-center/sla/saas/
• Approach to resilience: Dynatrace uses a clustered architecture. Each cluster uses multiple data centers (AWS availability zones, Azure availability zones, or Google Zones) for redundancy within the same geographical region and over-provisions required resources. If a server fails, another server in the same or a different data center can take over, while the fail-over process recreates the failed instance. Data is replicated to other data centers, too. The architecture even allows for the failure of an entire data center. Fail-over is handled automatically.; Health monitoring: Health of Dynatrace SaaS systems is constantly monitored with Dynatrace itself (self-monitoring). Fail-over is handled automatically. In case of a severe problem, a DevOps with 24/7 availability is notified.; In case an entire AWS region/Azure region/GCP zone or multiple clusters within a region go down, clusters can be restored from backups.
• Outage reporting: Dynatrace communicates outages by a combination of email alerts to the affected customers and posting the outage to the Dynatrace community where affected users can track the resolution of the issue. ; The information provided includes service impacted, site location, start and end times, current status, description of service outage and customer impact.; ; Once the problem has been resolved the Senior Director or Vice President responsible for the service issues a "reason for outage" report that is emailed to those customers affected by the outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Dynatrace SaaS enables authentication through the customer's identity provider (IdP) with SAML. How to set up SAML and how to manage authentication, users, and groups with SAML in Dynatrace SaaS is described here: ; ; https://docs.dynatrace.com/docs/shortlink/manage-users-groups-with-saml ; Dynatrace does not support MFA authentication out of the box. Such a requirement can be implemented using SAML, using the customer's own IDP.; SaaS: https://docs.dynatrace.com/docs/shortlink/manage-users-groups-with-saml
• Access restrictions in management interfaces and support channels: Access is granted based on role, on a strictly need-to-know basis, and is fully audit-logged. All Dynatrace employees must run through an internal security process, including providing a ticket number and justification before entering a customer environment. All logins are logged, including an employee’s activity within the customer environment, and the customer can view what, when, and by whom changes were made. On the customer environment level, only authorized Dynatrace employees (specifically, 2nd and 3rd-level support representatives) with a specific role can view customer data or edit configurations if required.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 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: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: The Certification Body of Schellman Compliance, LLC
• ISO/IEC 27001 accreditation date: April 10, 2023
• What the ISO/IEC 27001 doesn’t cover: Risk Management or-though this is addressed by Dynatrace through independently audited annual SOC2 Type 1 & 2 reports by an accredited AICPA accredited organisation.; ; Dynatrace SOC2 Type II report is available to Dynatrace customers (after signing a Non-Disclosure Agreement).
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC2 Type 2
  • Dynatrace operates in AWS cloud with ISO 27017 and 27018

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: The Dynatrace Information Security Program is modeled and certified on the ISO 27001:2013 framework.; ; Dynatrace LLC has developed and published an Information Security Policy reflecting the organization’s business operations, including regulatory, statutory, and organizational requirements. Management supports the development and maintenance of the Information Security Policy. The Senior Vice President is defined as the owner of the Security Policy, and is responsible for the development, review, and evaluation of the Security Policy on an annual basis. The Security Policy is signed and approved by the Senior Vice-President and Vice-Presidents of Product Development.; The Security Policy goes through a formal and documented review, approval, and formal change process annually. After the review, the revision page is updated to reflect any updates or changes. The changes are then communicated to all employees through an email message and during Security Awareness training. Dynatrace LLC also updates the Security Policy as needed throughout the year. New employees must go through an onboarding program, which also includes the annual security awareness training.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Dynatrace has a documented change management process in place.; Every change is tracked in a ticket in the central ticketing system (Atlassian Jira).; Every change is monitored to measure its impact.; Dynatrace is SOC 2 Type II certified, which includes proof of a proper change control process. A copy of the report can be shared under NDA.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Critical bugs and security vulnerabilities are triaged by senior support engineers (if reported by a customer) and the effected senior software engineers, managed by the development management and the chief software architects. Once the root cause is identified, it gets fixed in the current developed release and back ported to all effected versions. Test and test plans are adopted to prevent a regression in future.; ; A detailed description of how Dynatrace does this is available on request.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Dynatrace utilizes the Microsoft Sentinel SIEM tool for endpoint and corporate network security.; Security-relevant logs (such as web server logs, database logs, audit logs, HIDS logs, AWS CloudTrail logs, AWS GuardDuty) are aggregated and stored centrally using the Dynatrace Log Monitoring feature. ; Suspicious login activities like a high number of failed logins are monitored utilizing Dynatrace Self-Monitoring functionality and trigger automated alerts.; Production logs of level SEVERE and WARNING are monitored and reviewed daily. Jira tickets are created for every log event warranting further investigation.; Jira tickets are created and assigned immediately to engineers for further security investigations.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Dynatrace has an incident response process that can result in rapid containment and resolution of security incidents. The process includes a 24/7 rapid response team where our SaaS ACE team, CISO, and DevOps teams are engaged from the outset to rapidly assess the scope of the incident, contain the incident, mitigate the effects of the incident, and resolve the incident. The process includes customer communication throughout the process.; Security incidents need to be filed via a support ticket. Response times on the support ticket are dependent on the type of support a customer chooses: https://www.dynatrace.com/services-support/dynatrace-one/

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Dynatrace practice is to comply with applicable laws and regulations. Our ESG program is overseen on a day-to-day basis by a lawyer in the Dynatrace legal department, and the Executive Sponsor of our ESG program is our General Counsel.; Please see here for further detail: https://www.dynatrace.com/news/press-release/dynatrace-teams-with-lloyds-banking-group-to-reduce-it-carbon-emissions/; ; https://www.dynatrace.com/hub/detail/carbon-impact/

Pricing

• Price: £423.00 to £1,581.00 a unit a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free Trials are offered for SaaS or on-premise deployments. Typical free trial period is 15 days but can be extended on request. Pre-Sales Technical resource is available - free of charge - throughout the trial period.
• Link to free trial: https://www.dynatrace.com/

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 stephen.johnston@dynatrace.com. Tell them what format you need. It will help if you say what assistive technology you use.