HIGH POINT SOLUTIONS LIMITED

Cisco - Customer Experience (CX) Enterprise Agreement (EA)

HighPoint’s Cisco CX EA simplifies software and support procurement through a single, 3-to-5-year agreement. We consolidate networking, security, and collaboration licenses into one predictable contract, including Cisco Success Tracks and CX Cloud for proactive, ML-driven health insights, faster troubleshooting, and accelerated technology adoption across public sector estates - HPSUK

Features

Unified Contract: Single agreement for all Cisco software portfolios.
True Forward: No retroactive billing for increased license usage.
CX Cloud: One-stop digital portal for insights and support.
Success Tracks: Guided journeys to accelerate technology adoption.
Success Tips: Best-practice webinars and expert-led sessions.
Predictive Analytics: ML-driven data to prevent potential system failures.
License Portability: Easily shift licenses between devices and locations.
Expert Access: Direct 1-on-1 coaching with Cisco specialized engineers.
Automated Faults: Systems automatically open cases for faster resolution.
Contextual Learning: Tailored training and practice labs for staff.

Benefits

Cost Predictability: Fixed pricing simplifies multi-year public sector budgeting.
Simplified Procurement: Single G-Cloud 15 call-off replaces multiple tenders.
Reduced Risk: Proactive monitoring identifies vulnerabilities before they impact.
Faster ROI: Accelerated deployment timelines through guided Success Tracks.
Maximized Value: "True Forward" allows growth without immediate penalties.
Enhanced Security: Centralized policy management strengthens organizational cyber resilience.
Operational Efficiency: Unified management reduces administrative burden on IT.
Bridged Skills Gap: On-demand learning empowers internal teams to scale.
Better Uptime: Predictive insights minimize unplanned network or service outages.
Strategic Alignment: Consolidates multi-vendor hodgepodge into one roadmap.

Free trial available

Service documents

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Framework

G-Cloud 15

Service ID

Contact

HIGH POINT SOLUTIONS LIMITED Oliver Jones
Telephone: +441895262354
Email: oliver@highpoint.com

About your service

Service categories

Systems Infrastructure Software

Cloud Financial Management

Cloud Financial Management (FinOps)

Multi cloud support

Yes

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Private cloud

Community cloud

Hybrid cloud
Service constraints: System Requirements are available at cisco.com
System requirements: Connectivity: Persistent HTTPS access via Port 443 required.

Browser: Latest Chrome, Firefox, Edge, or Safari versions.

Telemetry: Active Cisco Connection Hub or specialized data collectors.

Software: Smart Accounts and Virtual Accounts must be active.

OS: Windows 10+ or macOS for dashboard access.

Network: Stable internet bandwidth (minimum 512 kbps recommended).

Security: TLS 1.2+ encryption for all cloud communications.

Hardware: Compatible Cisco devices with current support contracts.

User support

Email or online ticketing support: Yes
Support response times: S1: Critical Network/Service is down; critical business impact.
30 Minutes (24/7)
S2: Substantial Operation severely degraded; significant impact. 30 Minutes (24/7)
S3: Minimal Performance impaired; business remains functional. 60 Minutes (Local Business Hours)
S4: Planned General assistance, installation, or configuration. Next Business Day
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.2 AA
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: Yes
Web chat support availability: 9 to 5 (UK time), 7 days a week
Web chat support accessibility standard: WCAG 2.2 AA
Web chat accessibility testing: Primarily available for Severity 3 and 4 queries or administrative/licensing help.
Onsite support: Yes, at extra cost
Support levels: Phone: 24/7/365 access for all Severity levels. Mandatory for Severity 1 and 2 issues to ensure the 30-minute clock starts immediately.

Ticketing (Support Case Manager): Available 24/7. Cases logged online for S1/S2 must be followed by a phone call to trigger the urgent SLA.

Webchat: Primarily available for Severity 3 and 4 queries or administrative/licensing help. It is not recommended for "System Down" (S1) events.

Email: Generally used for ongoing case updates rather than initial reporting. Initial contact should always be via the Portal or Phone.
Support available to third parties: Yes
AI chatbot: No

Onboarding and offboarding

Getting started: Education, self-driven web-based trainings, instructor-led trainings
Service documentation: Yes
Documentation formats: HTML
End-of-contract data extraction: Via our DEXTER Tool at https://developer.cisco.com/codeexchange/github/repo/Appdynamics/AppDynamics.DEXTER or via APIs: Via API's: https://docs.appdynamics.com/22.4/en/extend-appdynamics/appdynamics-apis#AppDynamicsAPIs-apiindex
End-of-contract process: If License(s) expire, buyer loses access to AppDynamics Controller and associated data if license lapses. Data can be exported prior to this happening. Buyer loses real-time Monitoring of Application Stack and beyond.
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

Linux or Unix

MacOS

Windows

ChromeOS
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: N/A
Service interface: Yes
User support accessibility: WCAG 2.2 AA
Description of service interface: The service interface features the Cisco CX Cloud portal, a unified dashboard providing real-time visibility into your EA environment. It integrates telemetry data for proactive monitoring, license management, and direct case submission. Users access technical resources, expert-led "Success Tips," and predictive health insights through a secure, web-based graphical interface.
Accessibility standards: WCAG 2.2 AA
Accessibility testing: N/A
API: Yes
What users can and can't do using the API: The AppDynamics APM Platform exposes various APIs for customising and extending its features on the platform-side, which are served by the Controller and Events Service, and on the agent-side. Full description of the API's: https://docs.appdynamics.com/22.4/en/extend-appdynamics/appdynamics-apis#AppDynamicsAPIs-apiindex
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Users can customise AppDynamics in multiple ways: UI views, reports, dashboards, monitoring configuration, build custom monitoring etc.

Scaling

Independence of resources: To guarantee performance stability, HighPoint leverages multi-tenant isolation and resource quotas within the Cisco CX EA architecture. We utilize Rate Limiting and Traffic Shaping to prevent "noisy neighbor" scenarios, ensuring no single user’s high-volume API requests or telemetry uploads impact others.

On the management side, HighPoint’s Enterprise Agreement provides dedicated, scalable cloud instances via Cisco’s global backend. This infrastructure dynamically scales compute power based on demand, while Smart Account segmentation ensures that your specific data processing and analytics remain siloed and performant, regardless of total platform load.

Analytics

Service usage metrics: Yes
Metrics types: Operational: MTTI/MTTR, SLA compliance for critical incidents, and alert noise reduction.

Adoption: License utilization percentages and progress through guided Success Track milestones to ensure full ROI.

Risk: ML-driven crash predictions, Security Advisory (PSIRT) exposure levels, and 12-month proactive End-of-Life (EoL) visibility.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request
Resource tagging: Yes
FOCUS resource tagging: No

Resellers

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

Staff security

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

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom

European Economic Area (EEA)
User control over data storage and processing locations: Yes
Datacentre security standards: Supplier-defined controls
Penetration testing frequency: At least once a year
Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest: Physical access control, complying with CSA CCM v4.0

Physical access control, complying with another standard

Encryption of all physical media
Data sanitisation process: Yes
Equipment disposal approach: A third-party destruction service
Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

Data export approach: Via API's: https://docs.appdynamics.com/22.4/en/extend-appdynamics/appdynamics-apis#AppDynamicsAPIs-apiindex
Data export formats: CSV
Data import formats: CSV

ODF

Other
Other data import formats: JSON

Data-in-transit protection

Data protection between buyer and supplier networks: Private network or public sector network

TLS (version 1.2 or above)

IPsec or TLS VPN gateway
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: Dependant on SLA Agreement
Approach to resilience: Available upon request
Outage reporting: API email alerts

Identity and authentication

User authentication needed: Yes
User authentication: Multi-Factor Authentication (MFA)

Username or password
Access restrictions in management interfaces and support channels: RBAC, will be used where possible
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 contact the support team to get audit information
How long user audit data is stored for: User-defined
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: User-defined
How long system logs are stored for: User-defined

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001
Information security policies and processes: Information found on Cisco.com
Software Security Code of Practice: Yes

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Changes are logged and reported
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Available upon request, (customer defined)
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Available upon request, (customer defined)
Incident management type: Supplier-defined controls
Incident management approach: Available upon request, (customer defined)
Post-quantum cryptography secure: Yes

Secure development

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

Public sector networks

Connection to public sector networks: Yes
Connected networks: Public Services Network (PSN)

Police National Network (PNN)

Joint Academic Network (JANET)

Scottish Wide Area Network (SWAN)

Health and Social Care Network (HSCN)

Pricing

Discount for educational organisations: No
Free trial available: Yes
Description of free trial: Module dependant

Discount percentage by annual call-off contract value (excluding VAT)

Less than £250,000: 0%
Between £250,000 and £500,000: 0%
Between £500,001 and £1,000,000: 0%
Between £1,000,001 and £2,500,000: 0%
Between £2,500,001 and £5,000,000: 0%
Over £5,000,001: 0%

Non-mandatory Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: BSI
ISO/IEC 27001 accreditation date: Saturday 9 August 2025
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2022 certification: No
ISO 9001 certification: Yes
Who accredited the ISO 9001 certification: DQS Inc.
ISO 9001 accreditation date: Monday 27 November 2023
What the ISO 9001 doesn’t cover: N/A
Quality management systems (QMS): Yes
CSA STAR certification: No
PCI certification: No
Cyber essentials: No
Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
Cyber essentials plus: No
Cyber Essentials Alternative: None of the criteria
Other security certifications: No

Section B - Commitment for Future: Delivery: Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d

New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b

Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified

Plans to engage the contract workforce in deciding the most important workplace issues to address

Ensuring new workers are informed of their right to join a trade union

Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce

Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours

Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing

Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment

Activities to cascade good practice on fair working conditions throughout the supply chain

Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave

Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce

Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary

Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible

Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative

Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors

Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract

Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas

Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

Volunteering opportunities for staff

Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented

Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.

How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk

Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals

Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals

Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)

Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain

Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder

Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees

Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual

Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations

Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

Plans for positive actions with community groups.

Measures for making facilities used in the delivery of the contract available for community groups, education or training

Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered

Plans to respond flexibly and adapt approaches to community engagement and initiatives

Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

Policy Outcome 6: Employment and training: For those who face barriers to employment

Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract

Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors

Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)

Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors

Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants

Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition

Introducing transparency to pay and reward processes

Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.

Working conditions which promote an inclusive working environment and promote retention and progression

Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain

Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

Understanding of the issues affecting the development of new skills by target cohort

Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce

Other measures to offer development opportunities for the target cohort(s) in the contract workforce

Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

Understanding of issues relating to entering the contract workforce

Creation of outreach activities to create a pipeline of employees for the future contract delivery

Content of the outreach activity is designed to suit the target cohort

Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

Request an accessible format

Cookies on Digital Marketplace

Cisco - Customer Experience (CX) Enterprise Agreement (EA)

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

About your service

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Security governance

Operational security

Secure development

Public sector networks

Pricing

Discount percentage by annual call-off contract value (excluding VAT)

Non-mandatory Standards and certifications

Social value

Service documents