Softcat Limited

NetApp Cloud Insights

NetApp Cloud Insights is a monitoring tool that gives you visibility into your complete hybrid cloud infrastructure. With Cloud Insights, you can monitor, troubleshoot and optimize all your resources including your public clouds and your private data centers.

Features

• Visibility: discover your entire hybrid infrastructure in one place

Benefits

• find and fix problems faster

£6 a unit a month

• 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

327689309948494

Contact

Charles Harrison
01628 403403
psitq@softcat.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: N/A
• System requirements:
  • AU https://docs.netapp.com/us-en/cloudinsights/concept_acquisition_unit_requirements.html
  • Cloud Secure Agent https://docs.netapp.com/us-en/cloudinsights/concept_cs_agent_requirements.html

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Initial technical response objective from time of customer contact, based on priority level and availability of local language support.; • Priority 1: 2 hours; on a 24/7 basis; • Priority 2: 4hours; on a 24/7 basis; • Priority 3: 16 hours; on a 24/7 basis; • Priority 4: 36 hours; on a 24/7 basis
• 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: Web chat
• 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: Available via help page within the application service , also available via support.netapp.com - see also https://www.netapp.com/company/legal/accessibility/
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: We have a flat support structure detailed here: https://www.netapp.com/us/media/supportedge-standard-product-description.pdf; Enrollment in our customer success programme is free of charge
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: User Documentation, videos, Assistance by Pre & Post Sales Technical
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Prior to contract end users can choose what data to export via the queries and API capability within the service
• End-of-contract process: At the end of the contract the service will no longer be accessible; Data is deleted following a 28 day grace period; Users receive a notification via email prior to, and following deletion; Audit logs are maintained to prove deletion

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Web UI is accessible via a browser and allows customisation of the monitoring dashboards and allows interrogation of telemetry data.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The web service is available via a custom URL provided when a new tenant signs up. The service can also be accessed via cloud.netapp.com
• Accessibility standards: None or don’t know
• Description of accessibility: The web service is available via a custom URL provided when a new tenant signs up. The service can also be accessed via cloud.netapp.com - see also https://www.netapp.com/company/legal/accessibility/
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: The Cloud Insights API enables NetApp customers and independent software vendors (ISVs) to integrate Cloud Insights with other applications, such as CMDB’s or other ticketing systems.; APIs available vary by Cloud Insights Edition
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Dashboards & Reports are fully customisable as are alerting and threshold policies, metadata tagging either manually or via customisable rules.

Scaling

• Independence of resources: The Service itself is monitored extensively, it is built using cloud native technologies meaning it is deployed as microservices on elastic infrastructure with tenant level isolation. The service is designed to scale to 1000's of customers streaming billions of datapoints.

Analytics

• Service usage metrics: No

Resellers

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

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:
  • European Economic Area (EEA)
  • Other locations
• 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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users can choose what data to export via the queries and API capability within the service
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: There is no specific SLA for the service.
• Approach to resilience: Built on a microservices architecure leveraging elastic infrastructure which physically separate locations with load balancer providing HA. More information is available on request
• Outage reporting: A public dashboard : https://status.services.cloud.netapp.com

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Authentication is federated with an external provider (Auth0 by default) using username / password. Auth0 authenticates username and password and passes JWT token into users browser cookie space. Federation to existing IAM is supported via ADFS in Microsoft AD , for more information see: https://services.cloud.netapp.com/misc/federation-support
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)

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: No audit information available
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman & Company
• ISO/IEC 27001 accreditation date: 26/05/2021
• What the ISO/IEC 27001 doesn’t cover: Details can be found here: https://security.netapp.com/certs/
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: SOC 2 Type II- see https://trust-center.netapp.com

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: SOC 2 Type II- see https://trust-center.netapp.com
• Information security policies and processes: Details can be found here: https://security.netapp.com/certs/

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Cloud Insights is built on top of IaaS and PaaS offerings in the public cloud, so physical infrastructure and components are managed by AWS. The software components of Cloud Insights are built using agile methodologies, so changes are frequent and largely automated in how they are rolled into production. NetApp follows a secure development lifecycle (SDL) process, including secure coding reviews.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Cloud Insights is integrated with NetApp’s Product Security Incident Response Team (PSIRT) process to find, assess, and resolve known vulnerabilities. PSIRT intakes vulnerability information from multiple channels including customers, internal engineering, and recognized sources such as the CVE database.; If an issue is detected by the Cloud Insights engineering team, the team will initiate the PSIRT process, assess, and potentially remediate the issue.; Customers or researchers may also report security issues to Technical Support or to NetApp’s incident response team. In these cases, the Cloud Insights team will initiate the PSIRT process, assess, and potentially remediate the issue.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: NetApp runs a continuous security monitoring service that analyses and processes numerous logs, comparing those against threat intelligence feeds and employing machine learning to identify unexpected (and potentially malicious) activity. Response processes and timelines depend on the severity of the event. Additionally, user access is ‘least privilege’ based, requires multi-factor authentication and is regularly reviewed.
• Incident management type: Supplier-defined controls
• Incident management approach: There are a series of documented processes for common or known events. Users can report incidents via phone, chat, email or online. Production events that involve extended outages, security breaches or loss of customer data will qualify for a root cause analysis, including timeline of event, customer impact, direct and root cause of event, and improvements made or planned to prevent recurrence.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • 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: £6 a unit a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Basic Edition is available free to NetApp customers.; Details of features included/excluded:; https://cloud.netapp.com/Cloud-Insights; A fully featured Premium Edition free trial is available for 30 days, with the ability for users to self-extend for additional 30 days
• Link to free trial: https://cloud.netapp.com/Cloud-Insights

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.