SOMERFORD ASSOCIATES LIMITED

Cisco ThousandEyes

The Cisco ThousandEyes Cloud Service is a suite of cloud services designed to help measure/monitor the availability and performance of web applications, hosted services, and networks. The ThousandEyes internet and cloud intelligence platform expands visibility, insights, and action into digital delivery of applications and services over the internet and cloud.

Features

• DNS and IP Layer enforcement
• Threat Intelligence from Cisco Talos
• Malicious content blocking
• Intelligent Proxy
• Central Policy Management
• Manage user’s internet access through category-based content filtering
• Regular updates and early access to new Umbrella functionality

Benefits

• Assure User/Customer access to Web Sites
• Extend protection beyond organisation network
• Prevents threats over all ports and protocols
• Protects resources without delay or performance impact

• Free trial available

Service documents

• Pricing document

  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 info@somerfordassociates.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

296710711598617

Contact

Penny Harrison
07897075103
info@somerfordassociates.com

About your service

• Service categories:

  Systems Infrastructure Software

  Network

  Network infrastructure software

  • Network application delivery
  • Software-defined networking (SDN)

  Network management

  • Network performance management (NPM)
  • Network operations management (NOM)
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements:
  • Endpoint Agent: Windows, OSX
  • Enterprise Agent: VMware, Hyper-V, IntelNUC, RaspberryPi, Cisco IOS, Linux, Docker
  • Cloud Agent: None - Fully SaaS solution

User support

• Email or online ticketing support: Yes
• Support response times: Support Policy Described: https://www.thousandeyes.com/pdf/ThousandEyes_Support_Policy.pdf
• 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: Yes
• 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: For interactive support, the ThousandEyes app provides a chat client, which you can access from the Help and Support menu in the top bar of app.thousandeyes.com.
• Web chat accessibility testing: Unknown
• Onsite support: Yes, at extra cost
• Support levels: Cisco Basic Support is included with all ThousandEyes subscriptions at no additional cost.Basic Support provides 24x7 access to troubleshooting via phone, web case submission, and the in-application support portal at https://app.thousandeyes.com/support. Customers receive patches, maintenance releases, minor releases, and major releases of the ThousandEyes platform. Access to Cisco.com knowledge base, communities, and online tools is included.Advanced implementation services are available as optional add-ons:ThousandEyes Implementation Service for Users (ASF-CORE-TE-USERS): Priced per engagement, includes guidance for up to 500 Endpoint Agents, 10 tests, 10 alert rules, 2 dashboards, and 2 reports. Recommended at one engagement per 500 users purchased.ThousandEyes Implementation Service for Units (ASF-CORE-TE-UNITS): Custom-priced engagement supporting Enterprise Agent configuration, test creation, alert rules, dashboards, and reports. Recommended at one engagement per 86,000 units/year.Technical account management and consulting hours are available through Cisco Commerce (product ID: TE-SERVICES). These custom-scoped services provide dedicated account resources and expert guidance beyond standard support
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: ThousandEyes onboarding includes comprehensive online resources and support to accelerate time-to-value.Documentation and Self-Service:Platform documentation at docs.thousandeyes.com provides installation guides, configuration tutorials, test setup workflows, and best practice recommendations. Interactive product tours within the application guide new users through core features. Knowledge base articles address common scenarios including Enterprise Agent deployment, DNS monitoring configuration, and dashboard creation.Training Options:Web-based training modules cover platform fundamentals, test configuration, alert management, and troubleshooting workflows. Live virtual training sessions can be arranged for teams requiring structured learning. Training materials include video tutorials, configuration examples, and use case demonstrations.Implementation Support:Cisco offers optional Advanced Services implementation packages providing expert-guided deployment assistance. These fixed-scope engagements include Enterprise Agent configuration, test creation, alert rule setup, and dashboard design. Implementation services ensure customers achieve monitoring objectives efficiently while following proven methodologies.Ongoing Support:24x7 technical support via web portal (app.thousandeyes.com/support) provides troubleshooting assistance. Customer Engineering resources help optimize configurations and address technical questions throughout subscription lifecycle.Provisioning occurs within 72 hours of order completion. Customers receive activation credentials and access to all onboarding resources immediately upon service activation.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Users extract data through multiple methods:API Export: REST API (ThousandEyes API v7) provides programmatic access to test results, alert history, network path data, configurations, and metadata in JSON format. API access enables structured data extraction in machine-readable format.Dashboard Export: Web interface offers CSV export for reports, metrics, and test results within applicable retention windows.Data Retention Post-Contract: After subscription termination, data deletion timelines vary by data type (typically 92-270 days per Offer Disclosure Section 2a). Customers should extract data before contract end.Support for Extraction: Customer Engineering provides guidance for bulk data requirements. Contact support@thousandeyes.com minimum 30 days before termination.
• End-of-contract process: ThousandEyes subscriptions are for 12-month terms by default. Customers receive renewal notices 90 days before contract end. Your Cisco account manager will contact you to discuss renewal options, pricing, and any service modifications.; ; Non-Renewal Process:; If choosing not to renew, your account manager will guide you through the offboarding process. Cisco recommends beginning data extraction minimum 30 days before contract termination to ensure adequate time for export activities.; Data Extraction:; Extract data via ThousandEyes API v7 or dashboard exports before contract end. For bulk data extraction or technical assistance, contact Customer Engineering at support@thousandeyes.com.; Service Termination:; Platform access and monitoring capabilities terminate on contract end date. Post-termination, customer data is retained according to published retention schedules, then permanently deleted per data protection requirements.; Customer Responsibilities:; Uninstall agents from customer infrastructure. Revoke API credentials and disable integrations. Your account manager will provide detailed offboarding checklist and assist with transition planning.; Contact your Cisco account manager for personalized end-of-contract support.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding documentation at docs.thousandeyes.com follows web accessibility standards with semantic HTML, keyboard navigation, and screen reader compatibility. Text content can be resized without loss of functionality. Training videos include closed captions; transcripts available upon request. Knowledge base articles use accessible formatting with proper heading hierarchy and alternative text for images.Offboarding documentation detailing data export procedures and contract termination processes follows the same accessibility standards. API documentation includes code examples in accessible text format. PDF guides may have limited accessibility

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: ThousandEyes is accessed via a web-based dashboard at app.thousandeyes.com, compatible with modern browsers (Chrome, Firefox, Safari, Edge). The interface provides real-time and historical network performance visualization through interactive path diagrams, metric charts, and customizable dashboards. Users configure monitoring tests, set alert thresholds, generate reports, and analyze incidents through role-based access controls. API access enables programmatic integration with SIEM, ticketing, and orchestration systems. Enterprise Agents are configured through the web interface or API.
• Accessibility standards: None or don’t know
• Description of accessibility: Users can navigate ThousandEyes via keyboard shortcuts and tab navigation for test configuration, dashboard viewing, and alert management. Screen readers interpret data tables, forms, and navigation menus through semantic HTML. Text resizing via browser zoom maintains functionality. API access enables programmatic data retrieval for custom accessible interfaces.; Complex network path visualizations have limited screen reader accessibility due to graphical nature. Interactive charts may challenge keyboard-only navigation. Real-time content updates may not consistently announce to assistive technologies. Drag-and-drop dashboard customization requires mouse interaction.; Alternative access via REST API, CSV exports, and email notifications accommodates users requiring specific accessibility workflows.
• Accessibility testing: Unknown
• API: Yes
• What users can and can't do using the API: 3rd Party Integration; ; 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)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: There are different packages available for different use cases, as described within our service definition document.

Scaling

• Independence of resources: ThousandEyes is a SaaS solution built to scale in line with new users onboarding and existing customer organic growth.

Analytics

• Service usage metrics: Yes
• Metrics types: Agent Status; Platform & API Status; Alerts & Notification Status; Public and Private BGP; Agent repositories and Downloads; Account usage
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Data can be exported in the portal in XML and PDF format. Data can also be exported using the ThousandEyes API. https://developer.thousandeyes.com/
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • API
  • Infrastructure-as-Code tooling
  • Orchestration/automation tooling

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)

Availability and resilience

• Guaranteed availability: 99.50% SLA
• Approach to resilience: All critical information resources at ThousandEyes are operated in industry-leading IaaS environments or datacentres built to Tier III requirements, including redundant capacity components, multiple independent distribution paths serving the data processing footprint, and redundant Internet connectivity. There is sufficient mechanical electrical and plumbing (MEP) capacity to meet the needs of the data processing systems even when one of these redundant MEP components has been removed from the infrastructure. All ThousandEyes systems and applications also have recovery plans that have been tested. ThousandEyes production networks are also protected from distributed denial of service attacks (DDoS attacks).
• Outage reporting: Status page and email notifications: https://status.thousandeyes.com/

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: IP restrictions, two factor authentication of approved users and protective monitoring/logging
• 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 receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

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: Governance Structure:Information security at ThousandEyes is led by the Chief Information Security Officer (CISO), overseeing business, physical, and technical security, privacy, audit, compliance, and risk management.Management Framework:ThousandEyes operates a Unified Security and Privacy Management Framework (USPMF) based on ISO/IEC 27001 (information security), ISO/IEC 27701 (privacy), and ISO/IEC 27018 (cloud privacy) certifications. This framework encompasses strict policies, standards, technologies, and processes continually improved through additional technical and organizational controls.Key Security Policies:Human resources security includes mandatory security awareness training for all employees. Asset and risk management classifies all customer information as confidential by default, requiring highest protection levels. Access control operates on need-to-know basis with managed authorization processes and periodic reviews. Cryptography adheres to international regulations with strong key management. Physical security includes 24x7 monitored data centers meeting Tier III requirements. Operations security ensures secure configuration, implementation, and backup of networks, systems, and applications with anti-malware deployment.Compliance Verification:Independent third-party SOC 2 Type II attestation performed annually covering 12-month periods. Internal risk assessments and audits regularly test control implementation and effectiveness. Vendor risk management ensures third parties meet equivalent security standards.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ThousandEyes uses the Cisco Secure Development Lifecycle (CSDL), a repeatable and measurable process designed to increase Cisco product resiliency and trustworthiness. Static source code analysis and peer code review are vital steps in the process. Furthermore, our secure software development lifecycle design and deployment methodologies are continually being enhanced to keep pace with current best practices and stay ahead of the latest threats. Formalized change management procedures have been developed and put into operation to control software and hardware in the production environment.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The following processes are in place for system vulnerabilities:; Weekly network enumeration.; Asset classification.; Weekly vulnerability scanning, all scans are done from internal trusted network to improve visibility. Also a scan from external network to see real exposure and as part of change management monitoring.; Vulnerability prioritization and assignment. If vulnerability is found ticket are assigned to the Operations team.; Vulnerability remediation by the asset owner.; Closure. Ticket management is fully automated through its lifecycle, vulnerability scanning has to confirm vulnerability as no longer detected before closing ticket.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The following processes are in place for system vulnerabilities:; Weekly network enumeration.; Asset classification.; Weekly vulnerability scanning, all scans are done from internal trusted network to improve visibility. Also a scan from external network to see real exposure and as part of change management monitoring.; Vulnerability prioritization and assignment. If vulnerability is found ticket are assigned to the Operations team.; Vulnerability remediation by the asset owner.; Closure. Ticket management is fully automated through its lifecycle, vulnerability scanning has to confirm vulnerability as no longer detected before closing ticket.
• Incident management type: Supplier-defined controls
• Incident management approach: The Cisco Product Security Incident Response Team manages the receipt, investigation, and public reporting of security vulnerabilities related to Cisco products and networks. The team identifies possible security issues with Cisco products and networks.; ; PSIRT - Receives reports about Cisco Products Security issues from many resources: industry, customers, engineers, product developers, hackers Cisco has a confidential case system and an assessment CVSS that is used to rate the risk. The higher the score, the more risk the vulnerability. Cisco uses a 1- 10 scale. The further away the damage can be done to a device, the higher the score.
• 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)

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: ThousandEyes offers a limited-time free trial for evaluation purposes.What's Included:Access to core platform features including Cloud Agents, Endpoint Agents, Application Synthetics testing, dashboard visualization, and alert configuration. Trial includes limited unit allocation for testing and monitoring setup. Full historical data retention require paid subscription.Trial Duration:Free trial period is time-limited
• Link to free trial: https://www.thousandeyes.com/signup/

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: SGS
• ISO 9001 accreditation date: Tuesday 15 March 2022
• What the ISO 9001 doesn’t cover: As our staff are a fully remote workforce the company physical office location is not covered. Clause 7.1.5 (calibration) is not in the scope. ISO 9001 does not cover financial processes.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: F416f438-c625-443c-8b8d-a1b8f3b804e3
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 8d0e7cb8-30a3-4374-b713-d15f8d7f0c7d
• Other security certifications: Yes
• Any other security certifications: IASME Cyber Assurance Level 1 Certificate

Social value

• 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
    • 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
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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 educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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

  • 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.

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

  • 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

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Plans for positive actions with community groups.

  • 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
    • 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

  • 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

    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • 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

  • 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.

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

Service documents

• Pricing document

  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 info@somerfordassociates.com. Tell them what format you need. It will help if you say what assistive technology you use.