TEKWURX LIMITED

EasyVista EV Observe

EV Observe is a SaaS agentless monitoring platform that provides predictive monitoring and performance analysis to support IT services.

It provides predictive monitoring for infrastructure, networks, systems, applications, and business services.

AIOps processing, which combines artificial intelligence and big data, automates incident detection and resolution before alerts are triggered.

Features

• Comprehensive IT Monitoring: Tracks all essential infrastructure components
• IT "Weather" Status: delivers a clear view of IT health
• Spotlight system performance and priority areas that need attention
• Unified Oversight: Consolidate data from multiple tools
• Scaleable: Monitors across multiple sites and diverse IT Assets
• Integrated ITSM: Powers automated workflows
• Understand system health, pinpoint risks, and prioritise remediation activities

Benefits

• Simplifies monitoring of complex IT infrastructure
• Improves decision making: Focus on what matters
• Reduce IT Operations Costs
• Improved flexibility: EV Observe grows with you
• 50% decrease in ticket resolution times
• 25% increased availability within 12 months

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

Framework

G-Cloud 15

Service ID

512061790704268

Contact

Nik Dimmock
+44 203 740 1905
sales@tekwurx.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: EV Observe integrates directly with ITSM and ITOM on a single, unified platform. By connecting support and operations within one system, it eliminates data silos and accelerates response times. EV Observe simplifies monitoring from end to end, giving teams proactive control over incident management and service continuity—all in one view.
• Cloud deployment model: Private cloud
• Service constraints: A "Box" is deployed close to the IT assets to be monitored and collects all monitored data (metrics and indicators) from information system hosts, such as servers and routers, at regular intervals.; Monitored data is retrieved by the platform via a VPN tunnel.
• System requirements:
  • Supported browser
  • Internet access
  • Monitoring uses an agent for remote or off-site servers

User support

• Email or online ticketing support: Yes
• Support response times: Sev 1: 24x7, one clock hour; Sev 2: 7:00-19:00, Mon-Fri (excluding public holidays), four business hours; Sev 3: 7:00-19:00, Mon-Fri (excluding public holidays), eight business hours; Sev 4: 7:00-19:00, Mon-Fri (excluding public holidays), twelve business hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Customers can access EasyVista Support 24/7 via the support portal.; We will provide a dedicated Customer Success Manager who will engage during the implementation phase and remain the main point of contact throughout the contract.; There is no additional charge for support.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: All new customers receive administrator and user training as part of the Tekwurx implementation service. This can be delivered on-site or remotely.; All configuration changes are documented
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At the end of the contract, data is returned to the client on a DVD as an SQL Server backup of the Service Engine database, in the version used by the hosted platform at that time. This backup includes the configuration database associated with the production and acceptance accounts. The backups in our possession are then destroyed once the client has confirmed safe receipt and reading of this data.
• End-of-contract process: At the end of the contract, data is returned to the client on a DVD as an SQL Server backup of the Service Engine database.; The following are not included by default but can be requested for a fee:; Delivery in any other format or on any other media.; Assistance in using and understanding this data.; Integration of this data into a third-party tool.; Backups of test databases (sandbox).
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Administration and configuration
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Conformance to the listed accessibility standards has been evaluated by Access42 & EasyVista using a combination of static analysis tools and manual testing with assistive technologies. The following operating system, web browsers, and screen readers were used for evaluation: Windows 10/11, Chrome/JAWS, Edge/JAWS, Firefox/NVDA. The high contrast theme of Service Manager is used to evaluate contrast criteria. Studio interfaces are excluded
• API: Yes
• What users can and can't do using the API: The API gives access to too many aspects of EV Observe to quote in this document. Please refer to the documentation for the full list.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: The architecture is scalable. It can be reviewed and updated to reflect any changes to your requirements. You can therefore start your project with a well-defined scope (modules used, number of users, etc.) and expand it as needed. This extension will be managed by our teams, working closely with you to ensure the process is as transparent as possible.

Analytics

• Service usage metrics: Yes
• Metrics types: EasyVista provides comprehensive service usage metrics covering system performance, user activity, service desk operations, SLA compliance, and transactional volumes (e.g., incidents, requests, changes). Customers can monitor usage trends, response times, agent workloads, and service health KPIs. Custom dashboards and reports are configurable to match operational requirements, and historical data supports capacity planning and continuous improvement. Audit logs and process execution histories are also available for compliance and governance purposes.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: EasyVista, Barracuda, BMC Helix, Lansweeper

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: An export consists of extracting data from records in the Service Manager database.; The export includes all records currently in the active filter when the export runs.
• 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: The Platform and Software are available 24 hours a day, 7 days a week. EasyVista undertakes to provide a Service Availability Rate (SAR) of 99.9% every quarter. ; ; The number of hours is measured by monitoring tools shipped with the Software.; ; Service is considered unavailable when the Platform cannot accept any native authentication connection.; ; If EasyVista fails to meet the Service Availability Rate commitment, EasyVista will issue a time credit to the customer.
• Approach to resilience: The EasyVista solution is hosted in Amazon Web Services (AWS), a leading cloud infrastructure provider that oDers highly resilient and redundant network connectivity by design.; ; AWS data centres feature:; • Multiple redundant internet connections to ensure continuous availability; • Geographically diverse availability zones, supporting failover and disaster recovery.; • High-performance networking infrastructure with built-in fault tolerance and low-latency routing; • Carrier-neutral facilities, reducing dependency on a single ISP; ; This ensures that the EasyVista platform benefits from industry-leading uptime, network resilience, and secure connectivity as part of its core infrastructure.
• Outage reporting: Incident Detection: Continuous monitoring alerts the operations team to disruptions.; Customer Notification: Affected customers are promptly notified via email or support tickets.; Regular Updates: Updates are provided until the issue is resolved.; Post-Mortem Analysis: A detailed report is shared with customers after resolving the outage, explaining the cause and the resolution process.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to the data of Service Manager is secure and is based on the following concepts:; ; profiles: restriction of access to areas of the interface;; domains: restriction of access to data;; management of employee access: identification of employees with access to the application, by assigning them a login/password and a profile;; password management: securing resources and services to which access is limited and protected; the encryption of passwords is performed with the EasyCrypt utility.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Access to the data of Service Manager is secure and is based on the following concepts:; ; profiles: restriction of access to areas of the interface;; domains: restriction of access to data;; management of employee access: identification of employees with access to the application, by assigning them a login/password and a profile;; password management: securing resources and services to which access is limited and protected; the encryption of passwords is performed with the EasyCrypt utility.

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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: We follow the NIST security governance standards
• Information security policies and processes: We follow the NIST security governance standards
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: EasyVista employs a structured, ITIL-aligned configuration and change management process to ensure full lifecycle tracking of service components and secure implementation of changes.; ; Each change is categorised and assessed for its potential impact on service continuity and information security. Security impact assessments are embedded in the process, aligning with ISO 31000, ISO 27005, and NIST SP 800-122.; ; Changes affecting security configurations, data handling, or infrastructure are reviewed by the relevant governance bodies.; ; Change activities are logged for traceability and auditing, ensuring that service integrity, availability, and confidentiality are maintained throughout the service lifecycle while enabling continuous improvement and regulatory compliance.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Regular Vulnerability Scans: Weekly scans with tools like Qualys to detect vulnerabilities.; Penetration Testing: Regular tests based on OWASP guidelines to identify potential security weaknesses.; Patch Management: Swift application of security patches to fix vulnerabilities.; Third-Party Audits: External audits to verify the effectiveness of security measures.; Continuous Monitoring: Ongoing monitoring to detect and respond to new security threats
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The platform is automatically monitored by various tools for this purpose. Alerts are also automatically sent to the EasyVista SOC team.; ; Aspects covered by monitoring are:; ; The data integration process.; The users connected to the service.; The workload coming from application services.; The slowest requests executed on the platform.; The use of disk space allocated under the contract.; ; Availability of the service, IP addresses and the database is automatically checked every 30 seconds
• Incident management type: Supplier-defined controls
• Incident management approach: The Prepare phase involves implementing controls to prevent incidents from occurring in the first place.; ; The next phase of Detect and Identify kicks off the Observe, Orient, Decide, and Act (OODA) loop.; ; From the OODA loop, the Contain and Eradicate phases are next.; ; The Recovery phase is the process of implementing mitigations against the incident that has taken place and making sure that the threat is fully eradicated.; ; The final phase is Lessons Learned. Be sure all employees and involved individuals know where the organization made improvements and why those improvements will help protect the network in the future.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 20b11a27-f6fe-4761-bc64-cca8b0888d47
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting 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 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

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