Networkology Ltd

Dynatrace

Networkology are proud to partner with Dynatrace for their best-of-breed APM and systems observability solution, offering
unprecedented insight into the performance, health, and user experience of complex modern IT systems, combined with detailed user
experience and business analytics.

Dynatrace works with multiple cloud subscribers to provide true multi-cloud observability.

Features

• Utilises best-in-class EUEM & Observability products.
• Installed on your network or in the cloud.
• Automatic discovery of user, devices & applications.
• Simple installation with near instant results.
• Intuitive dashboards for both management views & technical teams.
• Digital Experience Monitoring (DEM) provides invaluable insight into user experiences.
• Infrastructure or Full-stack monitoring modes.
• Technology and vendor agnostic approach.

Benefits

• Drive better business outcomes across web, mobile and IoT channels.
• Gain visibility of application data which is vital planning activities.
• Make fast, data-driven decisions while minimising risks to business disruption.
• Predict end-state capacity, usage, response-times ensuring applications perform as expected.
• Resolve performance problems quickly by using pre-migration performance baselines.
• Predictive analysis of post-migration performance for key transactions maintaining SLAs.
• Ensure software releases meet expected business goals.
• Dynatrace scans the entire system for known vulnerabilities using Snyk.

£16 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 tenders@networkology.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

286570808841886

Contact

David Owen
01249700084
tenders@networkology.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: For full functionality the Dynatrace One-Agent must be installed on end systems/servers. This is a secure and lightweight application specifically designed to not impact performance or services on the host system.
• System requirements: Dynatrace works on Windows, Linux, AIX, Solaris and many others.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Monday to Friday 09:00 to 17:00 Weekends, holidays and 24/7 at extra cost.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We support P1-P4 incidents remotely or on-site at a further cost (varies depending on the time required to resolve an issue.) A technical account manager is supplied free of charge to any business or organisation acquiring software or services. You have access to a cloud support engineer Mon-Fri 0900 - 1700hrs (not dedicated.)
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Networkology tailor the level of support required based on the customer desire for our involvement and their internal level of competency with the solution. On-site or online training can be provided along with a wealth of documentation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: System data is retained within the Dynatrace service cloud for a period of time (it varies depending on data type) and is available to the end client after the contract ends.
• End-of-contract process: When the contract ends, nothing specific is required. The Dynatrace one-agent that is installed on host servers will stop functioning and can be uninstalled without incident.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Optimised menus and workflow for smaller screens and less processing power.
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: No
• Customisation available: Yes
• Description of customisation: Dynatrace can be purchased and installed in a variety of different ways to support various service features. This includes the level of monitoring (Infrastructure or Full-stack) and various levels of Digital Experience Monitoring. A service scoping exercise would be performed to understand the level of customisation and type of service that the end customer requires.

Scaling

• Independence of resources: The processing and aggregation of host information is performed by the One-Agent application on the end device, with optimised summary information being sent to the Dynatrace cloud (or on-prem server). As a result of this model, the solution can scale massively without significant impact to performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage, including host licensing and DEM information is available directly from the Dynatrace user interface and via the service account manager.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Dynatrace

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:
  • United Kingdom
  • European Economic Area (EEA)
• 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: Never
• 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
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: User session data can be exported directly from the Dynatrace interface.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Dynatrace will use commercially reasonable efforts to make the Dynatrace SaaS environment available with a Monthly Uptime Percentage (defined below) of at least 99.5%. If the Service Commitment is not met, you will be eligible to receive a Service Credit.
• Approach to resilience: Information available upon request.
• Outage reporting: "Monthly Uptime Percentage" is calculated by subtracting the percentage of minutes during the calendar month in which Dynatrace SaaS was in the state of "Unavailable" (defined below) from 100%.; A Dynatrace SaaS environment is in the state of "Unavailable", if this environment does not receive any data from all Dynatrace OneAgents of this environment. Planned down times are announced at https://dynatrace.status.io/ and are not counted as "Unavailable" state. All kinds of third-party issues, including AWS issues (typically announced at http://status.aws.amazon.com), provider issues affecting Dynatrace Synthetic locations and issues on customer side are not counted as "Unavailable" state.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
• Access restrictions in management interfaces and support channels: Management zones are a powerful information-partitioning mechanism that promote focus on specific parts of your observed topology and the sharing of relevant team-specific data while simultaneously ensuring secure access control.; ; Each customizable management zone comprises a set of monitored entities or dimensional data (such as metrics) in your environment, be it hosts that share a common purpose, log data pertaining to specific hosts, a specific application, SLOs for an application, a staging environment, or the services of a certain technology. Entities are readied and grouped for inclusion in management zones or for automatic tagging by Dynatrace conditional processing.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users 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: BSI
• ISO/IEC 27001 accreditation date: 26/03/2020
• What the ISO/IEC 27001 doesn’t cover: ISO 27001 accreditation covers the entire scope of all Networkology business.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• 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: Networkology's reporting structure and security processes are ISO27001 and Cyber Essentials Plus certified.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Dynatrace OneAgent update maintenance windows are used to schedule automatic OneAgent updates when the Automatic updates during maintenance windows option is selected at the global, host group, or host level. This approach can be directly overridden by the customer via the Dynatrace interface.; ; Before releasing updates Dynatrace tests each release for functional and security issues.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The list of OneAgent supported technologies and versions is updated frequently. Dynatrace release new versions of OneAgent every other sprint, with around 12 releases per year. Consequently, new platforms and versions are added and removed from the list following the same cadence. Behind the scenes, environment tests are performed on an ongoing basis and proactive in-house threat management activities are performed to ensure that potential vulnerabilities are identified. Dynatrace partner with Snyk to identify and inform them on such vulnerabilities.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Networkology are ISO27001 and Cyber Essentials Plus certified, meaning that our internal processes address all aspects of protective monitoring inline with those standards. Further details are available upon request.
• Incident management type: Supplier-defined controls
• Incident management approach: Available upon request.

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

• Fighting climate change:

  Fighting climate change

  Networkology is a Carbon Negative company. Our contributions to the environment via Carbon Neutral Britain offset more than 100% of our impact to the environment. In addition to this Networkology is a virtual first company which results in significantly less impact to the environment than a standard office based company. Networkology is accredited to ISO 14001, which provides us with a framework to protect the environment and respond to changing environmental conditions in balance with socio-economic needs. Our G-Cloud service provisions allow us to continue to exceed our environmental goals through the use of distributed cloud-based technologies, which are much more environmentally friendly than traditional computing alternatives that rely heavily on on-premise infrastructure. Our service provisions also provide us with continuing real-world examples to help influence our supply chains and staff with regards to responsible stewardship of the environment.
• Covid-19 recovery:

  Covid-19 recovery

  As a company that has been operating virtually since April 2018 the pandemic had little impact to our service offerings and operations. We successfully managed to keep our staff safe and met all customer obligations and took our own experience of operating remotely to many of our customers that had not yet made the step to operating virtually, ensuring their services have continued to operate fully through positive collaboration. Networkology continues to follow all government advice and supplements this with professional guidance from a partner organisation, which has ensured all of our implemented measures keep both our staff and customers safe during the pandemic. We have supported staff that have needed to recover from COVID-19 and that have needed to shield during the pandemic by offering flexible working arrangements and adapting working practices to meet their needs at the time. During the pandemic, Networkology has been actively recruiting staff from across the UK, particularly those impacted in some way by the pandemic. Our work with the Governments Kickstart team is an example of this, where we advertised multiple roles. We also ensured we developed our own supply chains so that we could navigate the impacts and shortages being experienced in some areas, whilst ensuring supply chain security was kept at the high standards we require and inline with our ISO 9001 accreditation.
• Tackling economic inequality:

  Tackling economic inequality

  Networkology is a Disability Confident and a Real Living Wage employer. The Real Living Wage is based on the cost of living and is voluntarily paid by employers that believe we all need a wage that meets our everyday needs. Being a Real Living Wage employer means that we will always pay more than the National Wage and is the only wage rate based upon what people need to live. The Disability Confident scheme supports employers to make the most of the talents disabled people can bring to your workplace. Being a Disability Confident employer means that we offer inclusive and accessible recruitment, we will offer an interview to disabled people and we will support our existing employees. Both of these schemes allow us to engage and support those who face barriers to employment or are struggling with the cost of living. Our G-Cloud service provisions allow us to maintain and grow our supply chains, which already consists of many small organisations (SMEs), which helps support economic growth and business creation. Our ISO9001 accredited processes ensure that our supply chain is fully collaborative and that we responsibly work with our suppliers to jointly deliver products and solutions. Networkology are both ISO27001 and Cyber Essentials Plus certified which demonstrates our dedicated to identifying and managing Cyber security risks within our supply chain.
• Equal opportunity:

  Equal opportunity

  Networkology is an equal opportunities employer. We ensure that all workers are treated appropriately and fairly and that, all things being equal, no candidate is treated unfairly because of their age, gender, race, sexuality or any other protected characteristic. Networkology also operates a veteran recruitment programme, NetVets. We recognise and value the unique combination of skills and attributes that veterans and service leavers possess. Our strong focus on defence and the public sector, combined with our core values allows us to offer a working environment perfectly suited to those looking to leave the services and continue their career as civilians. Networkology is a Disability Confident and a Real Living Wage employer. The Real Living Wage is based on the cost of living and is voluntarily paid by employers that believe we all need a wage that meets our everyday needs. Being a Real Living Wage employer means that we will always pay more than the National Wage and is the only wage rate based upon what people need to live. The Disability Confident scheme supports employers to make the most of the talents disabled people can bring to your workplace. Being a Disability Confident employer means that we offer inclusive and accessible recruitment, we will offer an interview to disabled people and we will support our existing employees.
• Wellbeing:

  Wellbeing

  Networkology promotes home working and employee independence over traditional office-based inflexible practices. Whilst this is great, we do acknowledge that this approach, combined with the continuing challenging global situation can have an impact on mental health, the impact of which varies from person to person. Sometimes we all need human interaction, if only to offload about our weekend or subjects that are nothing to do with work. This is why we introduced the Oasis. Quite simply, it’s a weekly virtual session where people can gather and chat freely, with no agenda, rules or expectations. We also offer a number of social events run throughout the year to give staff and their families an opportunity to meet up and enjoy time away from work in a relaxed, friendly environment. To further support our staff in their day to day activities we provide a managed Knowledge Base library where the collective Networkology Knowledge is shared and regularly built upon, meaning that any of our staff working on-site with a client has near-instant access to the combined knowledge and support of the organisation. We also operate internal mentoring programmes to help coach and train junior members of the company in their roles, thus ensuring that all staff have clear career opportunities and are adequately supported in achieving their goals.

Pricing

• Price: £16 a unit a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: There is a fully functional 30-day 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 tenders@networkology.com. Tell them what format you need. It will help if you say what assistive technology you use.