Geode Networks Ltd

Digital Experience Monitoring as a Service

DEMaaS from Geode Services is a managed service that provides visibility into user experience (UX) by monitoring and reporting on their specific performance of application activities across any application type, local, cloud, multi-cloud, web, VDI or enterprise.

Features

• Proactive performance monitoring from the end-user perspective
• Visibility into all application performance including 3rd party
• Software Audit to include applications installed and total usage time
• Real-time performance dashboards
• Application SLA Monitoring
• Visibility of end user hardware, os and application resource/stability
• Historical and real time analysis and reporting
• Validate user experience / productivuty
• Continuously monitor end-user experience, application transactions, infrastructure and networks
• Compliments and enhances existing monitoring tools

Benefits

• Improve troubleshooting time based on end user performance
• Reduce the number and duration of incidents by proactive measures
• Reduce IT spend on unused software maintenance contracts
• Identify Shadow IT (Non Compliant) application usage
• Validate application performance pre-and post-migration to the cloud
• Understand application impact on the customer's experience
• Reduce IT spend by supporting performance based hardware refreshes
• Validate change from end user perspective of performance and stability
• ISO / GDPR support by software and asset auditing
• Support IT investment by gaining outcomes based information

£3 a user 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 msollars@geodeservices.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

392981089037459

Contact

Marc Sollars
01189 838620
msollars@geodeservices.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
• Service constraints: As no contract is entered into without complete agreement between both parties, and Geode Services having the resources available to fulfill any contractual obligations, there should be no service constraints to consider
• System requirements:
  • Each end user device/desktop/VDI will require a lightweight agent installed
  • Modern Web browser to interact with GUI

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our support system is 24x7 and we have response times are set to the priority of the ticket.; P1 - initial response within 1hr; P2 - initial response within 4hrs; P3 - initial response within 8hrs; P4 - initial response within 24hrs
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: PRIORITY 1 - CRITICAL; Priority 1 incidents are likely to severely impact your ability to conduct business, such as a system being down, so we’ll respond to a Priority 1 incident within one hour, our most urgent response time.; ; PRIORITY 2 - HIGH IMPACT DISRUPTION; Priority 2 incidents are high-impact problems that disrupt your operation but there’s still capacity for your business to remain productive and maintain necessary services. We’ll respond within four hours following receipt of a P2 incident.; ; PRIORITY 3 - MINOR IMPACT DISRUPTION; Priority 3 incidents are medium-to-low impact problems that involve partial loss of non-critical business functionality. The problem is likely to impair some operations but you can still continue to function. We’ll respond within eight hours following the receipt of a P3 incident.; ; PRIORITY 4 – INFORMATIONAL REQUEST; Priority 4 issues include requests for service that don’t fall within the P1 – P3 definitions. We’ll respond to you within 24 hours following the receipt of a P4 request.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: At the beginning of your DEM deployment, an Internal Kick-Off Meeting will be run by your allocated Project Manager. The outcome of this meeting will be to: ; ; • Allocate roles and responsibilities ; • Agree task ownership and a target implementation date ; • Agree on attendees at the pre-service workshop ; ; Pre-Service Workshop:; Your Project Manager will schedule a DEM pre-service workshop prior to going live to ensure you have a full understanding of what the service includes and to confirm our understanding of the measures needed to complete the implementation package. A sample agenda for this session is:; ; • Introductions to the team ; • Service Enablement process overview ; • Explanation of expected timescales ; • Endpoints and applications to be covered by the service; • Agent deployment process; • Overview of standard dashboards; • Overview of application signatures; • Agree business outcomes; ; As part of our implementation process a “Customer Handbook” will be provided that is customised to your organisation’s operations. The Handbook describes the service engagement overview, contact information, team structure, roles and responsibilities of the service delivery team, as well as operational processes and procedures.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract reports covering the length of stored data are able to be provided. This will need to be completed prior to the secure decommissioning of the relevant databases.
• End-of-contract process: At the end of the contract all customer access will be disabled, if required reports will be exported prior to this for the customer. Once the contract has been ended Geode Services will at the appropriate time purge all data from the backend systems.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The Digital Experience Monitoring service has a RESTful API providing data in a standard XML/JSON format. We are able to extract data and provide feeds to cover resource usages, application timings, events, software changes.
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Within the service we are able to customise the following areas; Dashboards; Reports; Custom Business Application Transactions ; Custom Signatures; SLA's; Alert Thresholds; ; This customisation is undertaken by the Geode team as part of the service to enable the customer to match the data against a business outcome.

Scaling

• Independence of resources: This is not a shared service

Analytics

• Service usage metrics: Yes
• Metrics types: The user access is logged within the system and application usage is recorded.
• 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: Riverbed Aternity

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: This service is provided as a managed service and outputs will be provided on request
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • PDF
  • HTML
• Data import formats: Other
• Other data import formats: Data is uploaded directly from deployed end user agents

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Service level agreements form part of contractual negotiations, as do guaranteed availability metrics and penalties
• Approach to resilience: Available on request
• Outage reporting: Email alerts and dashboards

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Access control within management interfaces are assured by an independent validation of assertion Administrator permissions assured by independent validation of assertion
• Access restriction testing frequency: At least once a year
• Management access authentication: Limited access network (for example PSN)

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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: AWS
• ISO/IEC 27001 accreditation date: 03/03/2020
• What the ISO/IEC 27001 doesn’t cover: N/a
• 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:
  • Encrypted database AWS, behind security measures and access restrictions.
  • Geode parent company Teneo Ltd working towards Cyber Essentials
  • Geode parent company certified with ISO27001

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Geodes Services as an entity is not certified to ISO27001, however the Parent company Teneo Ltd has ISO27001 and all policies flow down.
• Information security policies and processes: Geode's Parent company Teneo Ltd are accredited ISO27001/2, the industry accepted security standard and therefore comply with the regulations and controls under this framework

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Geode’s Configuration and Change Management processes follow ITIL's Service Management best practice framework, including the guidance for building, deploying, and transitioning new or changed IT services into operation. Geode provide lifecycle services including the planning and management of changes, while minimizing risk. The components of the service are monitored for upgrades and updates provided by the relevant vendors.; Within the Change Management process, each change requested will follow a pre-defined workflow, reflecting the various stages of assessment, approval and implementation of the change as well as a security policy impact assessment.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Geode Services in conjunction with Riverbed closely monitors vulnerabilities as part of SaaS daily operations and distributes vulnerabilities to the Engineering team for review and prioritisation for remediation based upon severity. SaaS is on a monthly release schedule during which updates are deployed. If there is a need for an update outside of the monthly release schedule, patches can be deployed with approval only all updates are performed pro-grammatically and tested prior to deployment.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Geode Services performs annual penetration testing on the SaaS platform and will have IPS/IDS installed with alerts/monitors in case an attack is occurring.
• Incident management type: Undisclosed
• Incident management approach: Incident management processes is assured by independent validation of assertion

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

  Tackling economic inequality

  Tackling economic inequality

  Geode and its parent company Teneo take CSR very seriously and have a purpose to improve the lives of 1 million children worldwide. We have built several schools in Africa as part of this journey.; ; More can be found on our website www.teneo.net

Pricing

• Price: £3 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Geode provide a 14 day free trial and details to be discussed at the start of the project.

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