CDW Limited

CDW Cisco Full Stack Observability (FSO)

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
• Application Monitoring of hybrid and traditional applications
• Customer Digital experience, dependencies and business impact
• Application Dependency monitoring including Internet and cloud network performance
• Cost and resource optimisation on prem and in public cloud
• Application Security, active identification and vulnerability blocking
• Collect Metrics and Data, perform Analytics and bring them to
• Monitor and alert on deviation from normal behaviour

Benefits

• Cost optimisation across Application, Network, Infrastructure & security
• Real-Time visibility across full stack of data across digital experience
• Dramatic reduction in MTTI & MTTR across multiple teams
• Unsurpassed correlation of business impact to reduce operational support costs
• Automated Root cause analysis using ML & AI
• Delivery of exceptional digital experiences

£634 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@uk.cdw.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

436175246807431

Contact

Andy Wood
0161 837 7744
tenders@uk.cdw.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: Initial Response and Acknowledgement: Urgent: 1h, High: 6h, Normal: 1d, Low: 2d
• 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: 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
• 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: No
• 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: AppDynamics is accessible using web browsers and/or mobile app
• 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: N/A
• 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:
  • United Kingdom
  • 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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: 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: User-defined

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: Not applicable
• 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: ISO/IEC 27001
• Information security policies and processes: FedRamp, SOC2, GDPR

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: Undisclosed
• Protective monitoring approach: Undisclosed
• 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 ensure seamless, secure business flow of Cisco and its subsidiaries. These teams make and direct strategic decisions based on input from the functional team representatives. The incident management teams have functional representatives from more than 17 different groups within Cisco (including AppDynamics' Security team).

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
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  CDW is committed to fighting climate change and protecting the environment. CDW has made a commitment to achieve Net Zero emissions by 2040, 10 years earlier than mandated by the UK government. To achieve this, CDW has implemented (and continues to implement) initiatives to reduce our emissions and carbon footprint, all of which are underpinned by CDW’s ISO14001 certified Environmental Management System (EMS) and our beGreen program.; ; CDW’s distribution centre and our flagship offices hold ISO 14001 environmental management certifications, with our UK distribution centre also holding REGO energy certifications. In parallel with our EMS and beGreen program, CDW has invested in and implemented a range of initiatives to help tackle our contribution towards climate change across our operational activities. These initiatives include (but are not limited to):; ; -Solar panel usage. As a result, in 2021, we were able to achieve 100% renewable energy sourcing for CDW-owned buildings.; -Energy-efficient lighting solutions, including indoor and outdoor LED lighting.; -Motion sensor lighting and conveyor systems that turn off in response to inactivity.; -Water consumption solutions, including rainwater harvesting efforts.; -“Smart” HVAC systems that adjust according to business hours and seasonal temperatures.; -A ‘Pin to Print’ program enabling enhanced print queue management to reduce wasted print jobs; -A goal to achieve 100% renewable energy sourcing for electricity by 2027. In 2021, 98% of electricity consumed in the UK was from renewable sources.; ; Additionally, at our distribution centres, we have recycled:; ; -2,966 tons of packaging material; -9,794 tons of cardboard; -636 tons of paper; -Thousands of wood and plastic pallets; ; Furthermore, at a coworker level, CDW has established a ‘WE GET Our Environment’ Business Resource Group and an Environment Committee with the purpose of increasing awareness of the environmental and social strategy, and to empower coworkers to get involved in environmental initiatives.

  Equal opportunity

  CDW is committed to creating a working environment for coworkers dedicated to inclusion, diversity and equal opportunities, as detailed in our CDW Way Code, which teaches all CDW coworkers to:; ; -Always do their best to make everyone at CDW feel welcome; -Treat other coworkers with respect and dignity; -Maintain an inclusive workplace in which all coworkers can demonstrate their full potential; -Respect the unique attributes and perspectives of every coworker; ; CDW provides equal treatment and opportunity without regard to:; ; -Race; -Skin colour; -Religion; -National origin; -Gender; -Sexual orientation; -Gender identity; -Disability; -Age; ; Our commitment to equality is underpinned by six Business Resource Groups (BRGs). BRGs ensure all coworkers have a voice, build awareness, and provide support to similar groups in their communities. The BRGs include:; ; -Armed Forces Network; -Black Coworker Network; -Disability Support Network; -PRIDE+; -United Support Network; -Women’s International Network; ; CDW coworkers are empowered to reach their highest potential, and we are focused on providing them with a wide variety of tools and development opportunities to help them achieve their career aspirations at CDW, regardless of origin, background or situation. Within our learning culture, all coworkers are surrounded by comprehensive resources and support, ongoing education and skills training, and robust advancement opportunities. We offer a variety of programs to help current and future leaders build diverse teams and to help diverse coworkers develop their leadership skills so they can continue to advance in the organisation.; ; Our commitment to equal opportunities and diversity is demonstrable across our organisation. As an example, CDW’s CEO and President, Chris Leahy, is female and CDW’s Executive Committee consists of 50% female and 50% male coworkers, with 42% coming from multi ethnic backgrounds.; ; CDW is also committed to reducing the gender pay gap and produces an annual gender pay gap report - https://www.uk.cdw.com/site-tools/pay-gap-report/.

  Wellbeing

  CDW is committed to providing coworkers and their families with the knowledge necessary to make the best health and wellness choices for themselves and their families. ; ; Our approach to wellness is designed to help coworkers be safe, healthy and successful. We understand that managing work and personal life is a balancing act of shifting priorities and so we offer a variety of benefits that supports a coworker’s physical, financial, emotional and social ; wellbeing, including access to telemedicine, a suite of family benefits and a variety of wellness incentives and programs.; ; CDW provides coworkers with an Employee Assistance Program, which offers confidential, individualised coaching to help coworkers achieve personal or professional goals. It also features enhancements for crisis care, 24/7 phone support and an emergency referral system.; ; Ongoing coworker engagement is fostered through regular communications events, including: ; ; -Monthly wellness e-newsletters promoting benefits available to coworkers; -Workshops and activities focused on timely topics; -Various campaigns to raise awareness for meaningful topics throughout the year, including mental health, emotional wellbeing and heart-mind gratitude; ; As a further example of our commitment, in response to the COVID-19 pandemic, our Coworker Services team implemented “coworker calls” - informal, but regular check-ins to ensure all coworkers are caring for their mental health and receiving the support they need.; ; CDW also established ‘The CDW Community’, an initiative set up to provide coworkers with activities that they could participate in to keep them physically and mentally active, and to give them a platform for social engagement with other coworkers during a time where many were feeling isolated.; ; Following its success during COVID, the CDW Community initiative has remained operational as we exit the pandemic, continuing to provide CDW coworkers with activities and resources centric to physical and mental wellbeing, as well as sessions to support a healthy family life.

Pricing

• Price: £634 a unit a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Available at cisco.com
• Link to free trial: https://www.cisco.com/c/en/us/solutions/full-stack-observability.html#~customer-testimonials

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