IBM United Kingdom Ltd

IBM Observability by Instana (SaaS for OFFICIAL)

IBM® Observability by Instana provides enterprise observability to improve application performance management and accelerate CI/CD pipelines no matter where applications reside – public cloud, private cloud, hybrid cloud, on premises, IBM Z® and more. With IBM® Observability by Instana, users can combine APM with automation capabilities.

Features

• Monitor any application, service or request with application performance monitoring.
• Automatic, Continuous, Real-Time Discovery of Your Full Application Stack
• Full-Stack Tracing of Every Request facilitates troubleshooting and performance optimization.
• Immediate Root Cause Analysis of every service impact.
• Mobile to mainframe - end-to-end observability in a single solution.
• One Second Metric Granularity
• User and Website Monitoring, helping deliver the optimal user experience
• Build a Dependency Map for Real-Time Performance Analysis
• Leverage Artificial Intelligence – automatically monitor KPIs and measurements
• Powerful, easy-to-use data analytics - Optimize Performance with Unbounded Analytics™

Benefits

• Automate observability - Gain full observability in dynamic environments.
• Get data in context - real-time understanding of component impact.
• Utilize Artificial Intelligence. Understand all factors to resolve issues faster.
• Ease of use. Give all teams the benefits of observability.
• Making Observability Enterprise-Ready to optimize Cloud-Native and legacy application performance
• Focus on What Matters. Cut through the scale and complexity

£59.76 a server a month

• 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 ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

221271537510785

Contact

Anne-Marie Wheeler
0207 202 3000
ukcat@uk.ibm.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Full system requirements can be found here: https://www.ibm.com/software/reports/compatibility/clarity/softwareReqsForProduct.html
• System requirements:
  • Internet Connection & Web Browser
  • Requirements for on-prem install:
  • Install machine must have minimum 16 CPU and 64GB memory
  • Requires specified ports to be open
  • Installation and migration commands must be run as root user.
  • Docker must be installed with minimum 25GB of available space
  • https://www.ibm.com/software/reports/compatibility/clarity/softwareReqsForProduct.html

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 24 x 7 access to the IBM technical support team through cases (online), telephone, and instant messaging chat. Response times (on all days) is based on the issue Severity that you assign; see "Support Levels" later for details.
• 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: 24 hours, 7 days a week
• 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: IBM Observability by Instana includes the following major accessibility features: - Keyboard-only operation. - Operations that use a screen reader. IBM uses the latest W3C Standard, WAI-ARIA 1.0 to ensure compliance to US Section 508 and Web Content Accessibility Guidelines (WCAG) 2.0. To take advantage of accessibility features, use the latest release of your screen reader in combination with the latest Internet Explorer web browser that is supported by this product. The IBM Observability by Instana online product documentation and the user interface framework is enabled for accessibility.
• Web chat accessibility testing: Please refer to the IBM Accessibility Checklist at https://www.ibm.com/able/guidelines/ci162/accessibility_checklist.html
• Onsite support: Yes, at extra cost
• Support levels: IBM provides three levels of support : Basic, Advanced and Premium. Basic does not specify response objectives. Advanced and Premium specify the following objectives for initial response times: ||| Severity 1 (critical business impact or service down) : Advanced = 1 hour, Premium = 15 minutes ||| Severity 2 (significant business impact) : Advanced = 2 hours, Premium = 1 hour ||| Severity 3 (minor business impact : Advanced = 4 hours, Premium = 2 hours ||| Severity 4 (query, or minimal business impact) : Advanced = 8 hours, Premium = 4 hours ||| ||| Premium also includes an assigned Technical Account Manager, and quarterly business reviews.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: IBM can engage with your users in a number of different ways: A free pre-sales engagement can be held with you before purchase, to help you understand the product and map out use cases. This is useful for product demonstrations and technical exploration. We have a number of Proofs of Technology and Proofs of Concept available, to help you explore. After purchase, IBM can offer a service engagement. These is a paid service, offered on a Time and Materials basis, that aims to help you plan and set up your software, both for the initial configuration and for the long-term. After purchase, as part of the support contract, IBM provides a wealth of FAQ and how-to articles at no extra charge. IBM also provides web chat and forums, thus enabling your users to engage with technical support at no extra charge.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon termination or expiration of the Agreement IBM will either delete or return Client Personal Data in its possession as set out in the respective DPA Exhibit, unless otherwise required by applicable law. See The IBM Data Processing Addendum at http://www.ibm.com/dpa (DPA)
• End-of-contract process: The term of the Cloud Service begins on the date IBM notifies Client of their access to the Cloud Service, as documented in the PoE. The PoE will specify whether the Cloud Service renews automatically, proceeds on ; a continuous use basis, or terminates at the end of the term.; ; For automatic renewal, unless Client provides written notice not to renew at least 90 days prior to the term expiration date, the Cloud Service will automatically renew for the term specified in the PoE. ; ; For continuous use, the Cloud Service will continue to be available on a month to month basis until Client provides 90 days written notice of termination. The Cloud Service will remain available to the end of the ; calendar month after such 90 day period.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The web-based interface of IBM® Cloud Application Performance Management is the Cloud APM console. ; The Cloud APM console is the user interface for Cloud APM. This unified user interface provides a single view across hybrid applications. You use the console to view the status of your applications and quickly assess and fix performance and availability issues.
• Accessibility standards: None or don’t know
• Description of accessibility: IBM Observability by Instana includes the following major accessibility features: Keyboard-only operations, Screen reader operations, Command line interface (CLI) to manage the cluster.; ; Use the latest version of a screen reader with IBM Observability by Instana.; ; The IBM Observability by Instana user interfaces do not have content that flashes 2 - 55 times per second.; ; The web UI relies on cascading style sheets to render content properly and to provide a usable experience. The application provides an equivalent way for low-vision users to use system display settings, including high-contrast mode. You can control font size in the device web-browser settings.
• Accessibility testing: IBM Observability by Instana uses the latest W3C Standard, WAI-ARIA 1.0, to ensure compliance with Section 508 Standards for Electronic and Information Technology and Web Content Accessibility Guidelines (WCAG) 2.0.
• API: Yes
• What users can and can't do using the API: The IBM Observability by Instana web REST API allows for retrieval of data such as traces and metrics, as well as configuration, such as service extraction and user management. This API enables automatic reaction and further analysis of identified incidents as well as reporting capabilities.; ; The IBM Observability by Instana Agent provides a web service API which accepts custom events, metrics, health checks and other event sources.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: You can customise alert, logging and notification settings, create custom dashboards and change data retention policies (self-hosted only). Custom events and alerts can be created based on data and metrics. Users can customise within the website or using the API. Agents and sensors installed can be configured with configuration files. You can create different perspectives and groupings of service to create custom views and contexts. User access can be managed through role based access controls.; ; IBM Observability by Instana provides a number of integrations, SDKs which can be used to combine and export data with other services.

Scaling

• Independence of resources: The architecture of IBM Observability by Instana services maintains logical separation of client data. Internal rules and measures separate data processing, such as inserting, modifying, deleting, and transferring data, according to the contracted purposes.; ; IBM plan for and monitor the IBM Observability by Instana service for multi hosting. We also offer a Service Level Agreement as set out in the attached Service Definition.

Analytics

• Service usage metrics: Yes
• Metrics types: IBM Observability by Instana comes with over 250 domain specific sensors. These include host CPU, IO and memory. Processes, pods and containers for kubernetes metrics. Call latency, errors and logs. End user calls include metrics such as email, location, resources accessed. All services and endpoints.
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • 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 3.0)
• 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 another standard
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Data can be exported via API or requested through the web UI. IBM Observability by Instana has integrations and SDKs with a number of other services and platforms.
• Data export formats: Other
• Other data export formats:
  • Using web REST API and webhooks
  • Via integrations and SDKs
• Data import formats: Other
• Other data import formats:
  • Via host agent REST API
  • Via integrations and SDKs

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: IBM Observability by Instana encrypts performance data at rest by default using the Advanced Encryption Standard.

Availability and resilience

• Guaranteed availability: The detailed IBM availability Service Level Agreement (“SLA”) for the Cloud Service is available here : https://cloud.ibm.com/docs/overview?topic=overview-zero-downtime#SLAs . The SLA is not a warranty. The SLA applies only to use in production environments. There is compensation available for dropping under a certain availability during a contracted month, as follows: ||| If the service is under 99.5% available during a single contracted month you are entitled to claim 10% of the cost of the service as compensation. ||| If the service is under 99.0% available during a single contracted month you are entitled to claim 24% of the cost of the service as compensation.
• Approach to resilience: Available at request.
• Outage reporting: Scheduled outages are agreed and planned with buyers via email.; Unscheduled outages are notified via email alerts to named contacts provided by the buyers.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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 contact the support team to get 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas Certification Holding SAS – UK Branch
• ISO/IEC 27001 accreditation date: 19 December 2018
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 01/17/2019
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: SaaS offering and infrastructure it's running on.
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: SOC 2 (L1)

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: SOC 2 (L1)
• Information security policies and processes: IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months. IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

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: IBM maintains policies and procedures to manage risks associated with the application of changes to its Cloud Services. Prior to implementation, all changes to a Cloud Service, including its systems, networks and underlying components, will be documented in a registered change request that includes a description and reason for the change, implementation details and schedule, a risk statement addressing impact to the Cloud Service and its clients, expected outcome, rollback plan, and documented approval by IBM management or its authorized delegate.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: With each Cloud Service, as applicable and commercially reasonable, IBM will a) perform penetration testing and vulnerability assessments before production release and routinely thereafter, b) enlist a qualified and reputable independent third-party to perform penetration testing and ethical hacking at least annually, c) perform automated management and routine verification of underlying components’ compliance with security configuration requirements, and d) remediate any identified vulnerability or noncompliance with its security configuration requirements based on associated risk, exploitability, and impact. IBM takes reasonable care to avoid Cloud Service disruption when performing its tests, assessments, scans, and execution of remediation activities.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: IBM maintains and follows policies requiring administrative access and activity in its Cloud Services’ computing environments to be logged and monitored, and the logs to be archived and retained in compliance with IBM’s worldwide records management plan. IBM monitors privileged account use and maintain security information and event management policies and measures designed to a) identify unauthorized administrative access and activity, b) facilitate a timely and appropriate response, and c) enable internal and independent third party audits of compliance with such policies. IBM systematically monitors the health and availability of production Cloud Service systems and infrastructure at all times.
• 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: IBM:; -maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law.; -investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan.; -promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred. ; -provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  IBM are committed to achieving net zero greenhouse gas emissions globally by 2030. On this path, IBM are on track to have reduced greenhouse gas emissions by 65% (against 2010 base) in 2025, and 75% of our global electricity consumption will be from renewables by 2025. The IBM UK Carbon Reduction Plan (CRP) is published annually in which we report progress in achieving Net Zero; most recent in September 2023. In fulfilling our responsibilities under our contracts, our staff operate in line with our IBM Environmental Policy and implemented through our worldwide Environmental Management System (EMS), which covers objectives including achieving our net zero greenhouse gas commitment, reduction in water use, reduction in waste going to landfill, creating green space, enhancing the natural environment and improving air quality. Local initiatives are in place around IBM and client’s locations, promoting e.g. shared or zero-carbon travel, various cycle-to-work and car-share initiatives/incentives as well as environmentally focused volunteering. To influence staff, suppliers, customers and communities through the delivery of the contract to support environmental protection/improvement, we include Social Responsibility and Environmental Management requirements in subcontracts and encourage staff to work with the wider teams on improvements. In some locations, an ‘Environmental Business Resource Group’ promotes Green sustainability, also through community-based activities. In 2020 IBM launched the ‘responsible.computing’ initiative, which addresses modern computing challenges and integrates aspects of sustainability, climate, ethics, openness, privacy, and security. We assess proposed technical solutions against efficient energy usage. IBM began detailed tracking and monitoring of our environmental footprint in 1990 - being forthright and transparent in our impact long before it was fashionable or required. We have made significant improvements over the last 30 years and will continue to report transparently on impacts and progress, using ‘Sustainable by Design’ framework and tools such as CO2 Emissions-Estimator and/or Envizi.

  Covid-19 recovery

  Covid-19 recovery; ; We have continued promoting initiatives created to support COVID-19 recovery aimed at both communities and our/partners’ workforce. To help local communities manage and recover from the impacts of COVID-19 IBM have created employment and re-training opportunities. IBM provided a free, fully online offering called SkillsBuild Reignite, tailored for job seekers, and those needing to grow their digital skills. Once an initial 30-hours of online learning was completed, Reignite offered free one-on-one coaching, seminars and facilitated discussions from IBM volunteers. IBM encourage our staff, suppliers, and customers to support our local communities through IBM Community Engagement Portal. The IBM.org Volunteer’s Portal manages over 1.3 million hours of volunteering by IBM employees. IBMers are allowed to make a charitable contribution of £7 for every hour of volunteering to their chosen charity. We support our extensive ecosystem of external SME's managing/recovering from the impacts of COVID-19. IBM has invested to help reduce barriers to entry that may preclude participation in delivery by SMEs. This could relate to financial standing, ability to accept risk, invest in bids, or ability to supply sufficient volumes of resources. We have had several initiatives to support staff with the impact of the COVID-19 and extended those initiatives to clients/partners. Mental health support has been available at all times to all of our staff and their families, and we have trained volunteering staff as mental health first aiders, with programmes in place to tailor a gradual return to work e.g. following illness. IBM reimagined many of our workplaces and policies to support COVID-19 recovery. We have implemented our Work from Home Pledge & Hybrid Working Pledge for all staff, which ensures we establish and respect new boundaries and support each other in this new way of working and living. IBM continue promoting an ongoing Hybrid working approach.

  Tackling economic inequality

  Tackling economic inequality; ; IBM invest to understand of the causes and effects of inequality. We run multiple initiatives to attempt to level opportunity, focused on our stated social-responsibility goal to support education and skills development in Science and Technology, with a specific focus on those who may not otherwise be attracted, or have the opportunity, to develop those skills. The ‘IBM Ignite’ scheme, a national Movement to Work programme, offers vocational traineeships and work experience to disadvantaged youth unemployed. Together with City Gateway, our London charity partner, IBM offer 2-week, onsite, workplace programmes to break the cycle of ‘no work experience, no job’. IBM are proud to have created skillsbuild.org. This is a global programme, and for the UK offering IBM have partnered with ACH.org.uk, a social enterprise working to resettle refugees through labour market and social integration, City Gateway, a London charity working with disadvantaged young people, women and families in deprived areas to build skills and ambition, and SaluteMyJob, a charity creating opportunities for ex-Servicemen and women under the armed forces covenant. The SkillsBuild programmes offer training, in-person support, credentials and opportunities to put the learning into practice. In addition to the direct training through charity partners, SkillsBuild is now also available free to all online. The SkillsBuild training gives recognised qualifications to those searching for employment in a digital economy. In addition, the programme gives job-search skills, teaches agile methods and design thinking, and has specific training in growing IT fields, such as cybersecurity, big data, artificial intelligence. IBM UK employ around 100 school-leaver apprentices every year. Our award-winning programme offers apprenticeships ranging from Level 3 to Level 6, with all apprentices employed as permanent employees from Day 1. We also launched Early Professional Affiliates Hiring programme enabling us to further acquire talent from underrepresented groups.

  Equal opportunity

  Equal opportunity; ; In 1942, IBM hired blind psychologist Michael Supa to create a programme for hiring and training people with disabilities. Supa then worked in IBM institutionalising disability representation and equality for 37 years, and 80 years after he was hired IBM continue to lead in Accessibility, Inclusive hiring, and Representation to reduce the disability employment gap. The Accessible Workplace Connection portal makes it easy for managers to accommodate IBMers who consider themselves to have disabilities, and all recruitment activities are accessible and open. IBM support all employees in training and developing new skills relevant to them, with at least 40 hours of structured training required every year; called THINK40. The training can link to recognised, external qualifications, building skills relevant to the contract. IBM is accommodating of those with additional needs, ensuring all training is inclusive. IBM believes that a diverse and inclusive work environment drives higher quality delivery. We have created employment/training opportunities for those with protected characteristics in the UK since 1912. Our 300+ employee-led communities support ethnic minorities, neurodiversity, LGBTQ+, females, veterans and more through regular events within their communities. Every IBMer completes regular mandatory Diversity & Inclusion training, including on unconscious bias. Based on 2022 survey nearly 9 in 10 IBMers felt comfortable being themselves at work with ~5,000 more recommending IBM as a great place to work. IBM run a “BeEqual” campaign and programmes, with tens of thousands of employees making a BeEqual pledge of allyship to colleagues from minority groups and 6000 IBMers globally are certified as LGBT+ Allies, with 90+ events across UK and Ireland in 2023 focusing on inclusion, with approximately 3.5K attendees. IBM have a culture of promotion and recruitment aiming to addresses workforce inequality for all to have the opportunity to fulfil their potential.

  Wellbeing

  Wellbeing; ; IBM has an advanced Health and Wellbeing Programme, recognising the criticality and benefits of a healthy and supported workforce. A wide-ranging Employee Assistance Program is provided confidentially to all employees 24/7, at no cost to them, backed up by medical insurance with annual health assessments available. IBM operate a Mental Health First Aid Programme, with over 200 qualified mental health first-aiders volunteering in the UK. These colleagues make themselves approachable as a first step. IBM UK have Disability Confident Level 2 status, winning in 2023 UK-IT-Industry Award – DEI and in 2021 the Best Employer for Diversity and Inclusion award from WM UK, due to the broad focus on D&I throughout the pandemic, including hidden disabilities and neurodiversity. IBM has a global neurodiversity hiring program (ND@IBM). In the new model of home/hybrid working, various initiatives have been created to maintain and improve both mental and physical health when working remotely. The IBM Working from Home Pledge includes commitments to take time out for yourself, and to check-in regularly on colleagues. It was recognised that working alone can be challenging for some, and regular sessions, support programmes and training in place to keep people connected. Managers have undertaken training to recognise those struggling and have tools of early support. A “2020 health challenge” was taken up by 20% of the permanent employee population, with 69% of participants reported being less stressed, 74% exceeded 10,000 steps a day. We continue organising ‘Exercise challenges’ on miles walked/weight loss linked to e.g. World Heart Day. Ergonomic equipment to create a better working-from-home environment is available to all. Within projects/programmes, and as part of contract delivery, IBM seek to make these various initiatives available to joint team of staff/suppliers/customers and communities. Project and colleague-based support and health initiatives are expanded where possible to all.

Pricing

• Price: £59.76 a server a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free 14 day trial of full version of the product. No credit card required
• Link to free trial: https://www.instana.com/ibm-trial-form-step-one/

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 ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.