Softcat Limited

Cisco Full Stack Observability

Full-Stack Observability by Cisco moves beyond domain monitoring into full-stack visibility, insights, and actions, transforming siloed data into actionable insights that provide shared context for your IT teams, giving you the power to prioritise your actions so you can deliver flawless customer experiences that drive revenue while accelerating digital transformation.

Features

• Modern application monitoring of cloud native applications

Benefits

• Delivery of exceptional digital experiences

£634 a unit

• Education pricing available
• 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

303760041199260

Contact

Charles Harrison
01628 403403
psitq@softcat.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no constraints to this service being delivered
• System requirements: System Requirements are available at cisco.com

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 24 hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: AppDynamics offers two levels of support: Standard and Premium. Standard support offers 24/7 coverage via a web access. The response time SLAs per this plan are as follows: •One hour for urgent calls •Six hours for high impact calls •One business day for normal calls Premium support adds on phone support for critical calls and the following SLAs for response times: •30 minutes for urgent calls •Three hours for high impact calls •One business day for normal calls AppDynamics Premium support customers also have access to the following enhanced services: •Designated Support Experience Manager •Priority Ticket Routing •Escalation and Issue Management •Ticket Review Meetings •Special Event Coverage •Managed Controller Upgrades
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Education, self driven web based trainings, instructor led trainings
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• 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.

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
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The AppDynamics mobile app provides a fast and reliable way to access and share time sensitive, critical information as quickly as possible. The mobile app provides detailed information about Health Rule violations or detected anomalies that you can use to target and identify event causes quickly and easily anywhere, anytime.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: AppDynamics provides a Tenant to collect, store, analyse, and baseline the performance data collected by agents and a UI to view and manage the information. You access the AppDynamics Tenant UI through a URL that uses your Account name. Each Tenant has a distinct set of users, reporting agents, and application monitoring configuration
• Accessibility standards: None or don’t know
• Description of accessibility: N/A
• 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: HTML
• API sandbox or test environment: No
• 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: AppDynamics runs on AWS and scales on demand (this has been verified in our SOC2 report). AppDynamics Controllers can support tens of thousands of agents reporting millions of metrics per minute. AppDynamics helps large organisations around the world run and manage their highly distributed and complex applications, at scale, every day. AppDynamics Operations team maintains, monitors, and evaluates current processing capacity and use of system components (infrastructure, data, and software) to manage capacity demand and to enable the implementation of additional capacity to help meet its objectives.

Analytics

• Service usage metrics: Yes
• Metrics types: Full user reporting available in real-time via the dashboard
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

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

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• 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: Via API's: https://docs.appdynamics.com/22.4/en/extend-appdynamics/appdynamics-apis#AppDynamicsAPIs-apiindex
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats: 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:
  • 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: 99.5% - normal aggregate SaaS availability of 99.99%
• Approach to resilience: Global Infrastructure: We deliver a highly available, scalable service designed to meet your needs for performance and data residency via regional data centres.
• Outage reporting: AppDynamics send notification email for the detected outage and when service is available again.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: AppDynamics follows the principle of least privilege and, where possible, employs segregation of duties and dual knowledge principles. System owners maintain access control policies, procedures, and documentation for each system including the privileges assigned to users and groups.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 10/08/2020
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Lazarus Inc
• PCI DSS accreditation date: 22/02/2022
• What the PCI DSS doesn’t cover: Not applicable
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: "Cisco has a mature and effective governance framework that ensures procedural, personnel, physical and technical controls are well defined and executed across the organisation. In addition to complying with our stringent internal standards, Cisco continues to pursue numerous external third-party validations to demonstrate our commitment to information security. Cisco Services has received certification for ISO27001. Cisco SD-WAN has a Chief Security Officer/Global ISSO that acts as the “Security Assurance Manager”. That role is independent from the delivery team who are responsible for delivery of SD-WAN; services. The Chief Security Officer reports, on a monthly basis, to senior management regarding the risk-posture of the product. Finally, the underlying cloud providers’ security and compliance certifications should; also be considered as part of the wider scope of the service."

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: AppDynamics employs a defence-in-depth strategy for network security including the use of perimeter, host-based, and web-application firewalls, physical segregation of development and production environments, and network access control lists between subnets. Firewall configurations are maintained under change management and are reviewed regularly.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: AppDynamics follows a risk-based methodology leveraging relevant industry standards, such as CVSS, to prioritise security issues based on their impact severity and likelihood of exploitation. AppDynamics aims to release patches or remediate an issue in a reasonable period of time commensurate with the results of the risk assessment. Generally, higher-impact issues will be prioritised and fixed sooner than lower-impact issues. The exact amount of time required to fix a vulnerability, however, is unique to each finding and depends on a set of factors, including the complexity of the issue, the number of components impacted, and any third-party dependencies.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Cisco use a multitude of internal and external tools to ensure the continual operation, integrity and security of the solution. Additionally, the customer has a number of monitoring touchpoints to enable them to monitor the solution. All security, events, and audit logs are stored on vManage and can be exported to a customer’s own event management system.
• Incident management type: Supplier-defined controls
• Incident management approach: AppDynamics adheres to and is supported by Cisco's business continuity policies and procedures. Cisco has a global incident management plan in place, as well as incident management teams at the executive, global, regional, and local levels that oversee and . Please see: https://www.cisco.com/c/en/us/about/business-continuity.html

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Softcat are dedicated to reducing our environmental impact and actively promoting sustainability. Our commitment to sustainability is a core aspect of our business strategy, driving us to innovate and lead in the creation of a more sustainable future for our company and the communities we serve. This commitment is embedded in our policies, operating procedures, and training programs.; ; We are proud to be the first FTSE 250 company to be awarded 5-star status in relation to the United Nations Sustainable Development Goals. ; ; We aim to achieve a Carbon Net-Zero Value Circle by 2040 by prioritising renewable energy, reducing natural resource use, minimising waste, and safeguarding biodiversity in compliance with environmental legislation.; ; At Softcat, we have taken significant steps towards securing renewable energy across our organisation, reducing our scope 1 & 2 emissions. We had the target of using 100% Renewable Energy across all our locations by 2024. We successfully delivered against this target ~2 years early.; ; In May 2023 we took delivery of 15 electric vehicles, replacing all existing fossil-fuelled company cars used by employees for business means. The implementation of the EV pool fleet will see a saving of over 80 tons of CO2e per year. A huge impact on our Net Zero targets.

  Tackling economic inequality

  As a value-add reseller, Softcat outsources the products, services, and solutions through our extensive network of partners, to best suit the needs of our broad client base. We always consider and promote SMEs and local providers where appropriate, particularly for the products and services we offer via the G Cloud framework.; ; We remain dedicated to improving employability and educational awareness across schools, colleges, and universities to help break down the barriers to joining technology organisations.; ; We work collaboratively with many schools that are close in proximity to our offices, to ensure we are actively supporting the community as well as schools from lower socio-economic backgrounds. ; ; We visit the schools to talk about the IT sector and the roles in our organisation, as well as promoting work-experience opportunities during the summer. In particular, we actively encourage students from diverse backgrounds to engage in work experience to appreciate the roles available in our sector.; ; For ambitious school and college leavers, a Softcat Apprenticeship is a great first step into the world of work, with 94% of our apprentices offered a permanent position at Softcat post apprenticeships, which goes to show the amazing opportunity available with us.; ; We were ranked 1st in IT & Consultancy, and 10th overall in by RateMyApprenticeship.com - Best 100 Apprenticeship Employers 2023-2024 list.; ; Softcat now also offer 12 month paid internships to University students looking to complete a year in industry as part of their undergraduate studies.

  Equal opportunity

  Our approach to diversity and inclusion is introduced first during our induction training, as part of our Softcat values, outlining responsibility to uphold our principles. This message is reinforced by our process and policies, networks, Allyship Training and Inclusion Awareness campaigns.; ; Softcat supports diversity and inclusion through various networks including:; - Supporting Women in Business (SWIB); - The Ethnic and Cultural Network; - The Pride Network; - The Family Network; - The Empowering Disability and Neurodiversity Network (EDN); - The Faith at Work Network; - Armed Forces & Veterans Network; These networks aim to create a supportive and inclusive work environment for all employees, regardless of gender, ethnicity, sexual orientation, disability, or family commitments.; ; Our allyship programme, Stronger Together, is a mixture of event and workshop-based training available to all staff. Programme topics include, bias, power, privilege, and being a greater ally. ; ; Inclusion Awareness campaigns include race, disability, sexual orientation, gender, faith, and caring responsibilities. These sessions highlight and celebrate minority groups, through panel sessions, Q&A sessions and training, providing an opportunity to discuss and understand ways to be more inclusive. ; ; Our efforts to improve diversity and inclusion have been incredibly successful. Since 2020, the number of female employees below management level has increased to 35%, and the number of ethnic minority employees rose to 17%.

  Wellbeing

  At Softcat, all employees are provided with access to our multidimensional wellbeing programme which includes flexible work arrangements, free nutritious breakfast, mental health support, employee benefits scheme, health and wellbeing week activities, and online workshops.; ; Giving back to the community is an innate part of who we are as a company. All Softcat employees are therefore given two volunteer days per year to support a charitable or community cause. ; ; Each of our 10 regional offices also support local charities through fundraising, donations and events. For example, our Manchester office has raised over £30,000 for the WeLoveMCR charity. This funding has supported young, disadvantaged Manchester citizens in gaining qualifications to broaden their work opportunities and supporting local groups in delivering indispensable services that enable community cohesion.

Pricing

• Price: £634 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free 21 days trial available
• Link to free trial: https://www.cisco.com/c/en_uk/products/security/promotions-free-trials.html

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