Cinos

Full Stack Observability

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

Features

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

Benefits

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

£1.96 to £14.60 a user 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 bids@cinos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

225063211950038

Contact

Jody Faulkner
07869370406
bids@cinos.co.uk

Service scope

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

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Our response times are based upon priority of the incident:; ; P1 - Severe Business Impact - 15 minutes; P2 - High Business Impact - 30 minutes; P3 - Medium Business Impact - 2 hours; P4 - Minor / no Business Impact - 4 hours; P5 - Service Request / Service Query - 1 business day
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: We offer varied Service Level Agreements based on deployment model: ; ; • The Service Level Agreement (SLA) for Standard Private or Community Cloud is 99.9% ; • The Service Level Agreement (SLA) for Cloud HA Private or Community Cloud is 99.99% ; • The Service Level Agreement (SLA) for Hybrid Cloud is 99.99%. ; ; There is no cost implication for the differing support levels; the support level is derived from the deployment model chosen.; ; We provide a named Technical Account Manager for all of our customers, providing a point of escalation, a named contact for service queries and technical update / roadmap workshop sessions
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: In order to fully understand your business objectives and produce an appropriate design to fully meet requirements, we offer a number of workshops to gain a comprehensive understanding of your organisation. This information, combined with detailed benefits analysis enables Cinos to provide the perfect solution to meet your business need.; ; While we have industrialised and standardised our approach as far as possible, we appreciate that each of our customers and their requirements are unique. Our typical on-boarding process follows a closely aligned PRINCE2 methodology which incorporates the following key stages:; ; • Initiate and Assess; ; • Plan and Design; ; • Procure; ; • Implement; ; • Prepare; ; • Handover and Transition; ; • Benefits Realisation
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.; ; Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.
• End-of-contract process: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.; ; Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: ThousandEyes has a web-based management interface. Connections to the management interface are secured with the Transport Layer Security (TLS) protocol, as indicated by the https in the URL used to access the interface. HTTPS/TLS encrypts the network connection between browser and Appliance, guaranteeing data privacy and data integrity.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: https://www.cisco.com/c/en/us/about/accessibility/voluntary-product-accessibility-templates.html
• API: Yes
• What users can and can't do using the API: The ThousandEyes API enables programmatic access to ThousandEyes features and data, allowing you to integrate ThousandEyes with third-party systems and to automate tasks such as creating and modifying tests or retrieving test data. The ThousandEyes API is a RESTful API that uses standard HTTP methods and response codes.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The ThousandEyes service is customisable in that it monitors systems and user experiences specific to the customer environment. In the ThousandEyes webapp, you can also configure your Dashboards page to meet your individual needs. If your user role has the appropriate permissions, you can configure a dashboard and make it available for other users in your account group, or multiple account groups.

Scaling

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

Analytics

• Service usage metrics: Yes
• Metrics types: Network layer - End to end metrics, path visualisation metrics; Routing layer - BGP metrics; DNS layer - Server metrics, trace metrics; Web layer - HTTP server metrics, page load metrics, waterfall object timings, transactions, FTP; Voice layer - SIP server, RTP stream, Proxy metrics
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Cisco

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• User control over data storage and processing locations: No
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Customers are encouraged to protect their own data using encryption technologies where only they have the decryption key. In this way, our customers are assured that their data can never be accessed by a third party.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Authorised users may export end user and configuration data from the service administrative interface. Exported data is typically downloaded as .CSV
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • PDF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Data is always protected using transport layer security when transmitted over untrusted networks. There are a number of security controls applicable to data protection at rest, including physical protection, logical data access controls and segregation, access validation and audit. Endpoint Agent data is stored securely in ThousandEyes data centers.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Cinos treats all data collected as highly sensitive and have implemented a management system to ensure its confidentiality, integrity, availability, and privacy.

Availability and resilience

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

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bmtrada
• ISO/IEC 27001 accreditation date: 11/03/2026
• What the ISO/IEC 27001 doesn’t cover: No exclusions.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: No

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 Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

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: Cinos has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Cinos has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of our asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our service is based upon Infrastructure as a Service. Following best practice from the National Cyber Security Centre, Cinos protects its platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. Our approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the NOC for prompt investigation.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Cinos has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

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

  Cinos is committed to fighting climate change and delivering environmental benefits in the performance of our contracts, including working towards net zero greenhouse gas emissions. Our ISO14001-accredited Environmental Management System ensures that business activities are managed to increase sustainability, and work towards net zero greenhouse gas emissions by 2047, as demonstrated in our Carbon Reduction Plan, in alignment with PPN 06/21 (https://www.cinos.net/our-company/carbon-reduction-plan/). ; As part of all our contracts, we take the following environmental measures: ; • Promote Circular Economy: We will implement a comprehensive equipment lifecycle management strategy, focusing on extending the lifespan of hardware. Instead of disposing of equipment, we will explore opportunities for reuse. Equipment that cannot be reused will be dismantled at component level to meet out 0% to landfill commitment, recycling component materials in-line with the EU's Waste and Electronic Equipment (WEEE) Directive 2012/19/EU. ; • Drive Packaging Innovation: Promote recycling and explore sustainable packaging to reduce waste and minimise environmental impact.; • Substances and Process Elimination: We will actively remove the use of substances and processes that adversely affect the environment. ; • Supplier Commitment: We will only obtain services, equipment, and power from providers, manufacturers, and vendors who are committed to environmental protection. ; • Sourcing and Recruiting Locally: We will prioritise local recruitment and sourcing of suppliers to minimise business travel requirements. ; • Delivering Environmental Training: We will provide environmental training to our staff and supply chain. ; • Utilising Collaboration Technologies: We will leverage collaboration technologies to reduce the need for physical travel. ; • Using Electric and Hybrid Vehicles: We are phasing out the use of diesel-powered vehicles promoting cleaner transportation and reducing air pollution. ; • Energy Efficiency – We are delivering an ongoing programme of upgrades and renewal to HVAC, insulation, and other systems to reduce energy consumption, carbon emissions.

  Covid-19 recovery

  Cinos confirm that on request we are able to provide Social Value deliverables that support Covid-19 recovery on a contract by contract basis as requested by potential Buyers.

  Tackling economic inequality

  Cinos confirm that on request we are able to provide Social Value deliverables that support Tackling economic inequality on a contract by contract basis as requested by potential Buyers.

  Equal opportunity

  In the delivery of this Service, Cinos will deliver Equal Opportunity in line with the Social Value Model as follows;; As a Disability Confident employer, Cinos provide equality of opportunity for anyone with visible and/or non-visible disabilities. We ensure that our supply-chain share our values and disabled employees are fully-supported. Processes ensure we understand the issues affecting representation of disabled people in the workforce. We provide all speciality equipment for employees to fulfil their duties from any location so there are no barriers to any employee performing their role.; Cinos provide employment opportunities for all, regardless of gender, age, ethnic-origin, religion, sexual orientation, or disability. We promote the principles of equality and diversity in all dealings and hold Investors-in-People (Gold) and Living-Wage accreditations. We offer a range of accessible opportunities within our recruitment process with working-conditions promoting an inclusive working environment, including flexible and remote working. We’re committed to providing a working environment free from discrimination.; We support all employees in upskilling and progressing in their career with training budget allocated to every individual, alongside quarterly appraisals. Everyone has equal access career-development opportunities aligned to experience and ability. We take appropriate positive-action measures to provide specialised training and support for groups that are under-represented in taking-up training and career-development opportunities. Our apprenticeship program provides employment and training for candidates from local colleges and universities resulting in a job offer.; Cinos are committed to the avoidance of Modern-Slavery within our organisation and supply chains. We only work with suppliers who have embedded sustainable and ethical practices within their organisation; reporting in line with the UN Guiding Principles Framework and the Modern-Slavery Act and ensuring that our commitment to delivering social benefits and upholding human rights is disseminated through our Impact Report, Modern-Slavery Act statement and Sustainable Procurement Policy.

  Wellbeing

  Cinos confirm that on request we are able to provide Social Value deliverables that support Wellbeing on a contract by contract basis as requested by potential Buyers.

Pricing

• Price: £1.96 to £14.60 a user a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 15 day free trial available. This includes:; Cloud visibility; Enterprise network visibility; Internet insights
• Link to free trial: https://www.thousandeyes.com/signup/

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