CDW Limited

CDW Cisco ThousandEyes

ThousandEyes helps its customers see all the networks and services that make up user experience in a single view, from synthetic transactions and service availability to network paths and global Internet routing feeds. Patented cross-correlation algorithms and interactive visuals makes it easy for you to plan service rollouts, isolate-problems, take-action-and-resolve-issues-faster.

Features

• BGP Monitoring
• End Point Agents
• Enterprise Agents
• Cloud Agents
• Application Security, active identification and vulnerability blocking
• Collect Metrics and Data, perform Analytics
• Bring them to life with visualisations and dashboards.
• Monitor and alert on deviation from normal behaviour.

Benefits

• Monitor Internal and External BGP Prefixes
• Real-time visibility into each employee’s experience of SaaS
• Site based Digital Experience Monitoring
• Global Internet View - Outside In
• Automated Root cause analysis using ML & AI

£10,000 a unit a year

• 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

512223130110943

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: None
• System requirements:
  • Endpoint Agent: Windows, OSX
  • Enterprise Agent: VMware, Hyper-V, IntelNUC, RaspberryPi, Cisco IOS, Linux, Docker
  • Cloud Agent: None - Fully SaaS solution.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: For customers, within 60 seconds
• 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: As a customer or trial user
• Web chat accessibility testing: N/A
• Onsite support: No
• Support levels: On Line Chat 24x7 365 days
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: On Boarding Service
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Users do not typically need to extract data at the end of a contract. However data can be extracted in a number of different file types and using the API.
• End-of-contract process: Access to the SaaS Platform is turned off

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: N/A
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: ThousandEyes application is a Web GUI interface and accessible from desktop browsers and phones.
• Accessibility standards: None or don’t know
• Description of accessibility: Our UX goal is to align with WCAG AA standards. https://www.cisco.com/c/dam/en_us/about/responsibility/accessibility/downloads/vpats/VPAT_Cisco_ThousandEyes_July2021.pdf
• Accessibility testing: See VPAT: https://www.cisco.com/c/dam/en_us/about/responsibility/accessibility/downloads/vpats/VPAT_Cisco_ThousandEyes_July2021.pdf
• API: Yes
• What users can and can't do using the API: 3rd Party Integration
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: ThousandEyes is a SaaS solution built to scale in line with new users onboarding and existing customer organic growth.

Analytics

• Service usage metrics: Yes
• Metrics types: Agent Status; Platform & API Status; Alerts & Notification Status; Public and Private BGP; Agent Repositiories and Downloads; Account usage
• 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
  • Other
• Other data at rest protection approach: In close collaboration with security teams at Cisco Systems and the ThousandEyes product team, the ThousandEyes security organization oversees all aspects of data protection: business, physical, and technical security and privacy. This also includes audit and compliance, as well as overall risk management. A ThousandEyes Information Security Steering Committee (ISSC) has been established to approve the security operating model, corporate security policies, and risk management plan. This committee also monitors the overall effectiveness of the company’s Information Security Program, including worker security awareness.
• 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: Data can be exported in the portal in XML and PDF format. Data can also be exported using the ThousandEyes API. https://developer.thousandeyes.com/
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • 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)
  • Other
• Other protection between networks: The ThousandEyes USPMF has defined and implemented security requirements as part of processes supported by operational procedures and training to help ensure that customer data is always protected.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: In close collaboration with security teams at Cisco Systems and the ThousandEyes product team, the ThousandEyes security organization oversees all aspects of data protection: business, physical, and technical security and privacy. This also includes audit and compliance, as well as overall risk management. A ThousandEyes Information Security Steering Committee (ISSC) has been established to approve the security operating model, corporate security policies, and risk management plan. This committee also monitors the overall effectiveness of the company’s Information Security Program, including worker security awareness.

Availability and resilience

• Guaranteed availability: 99.5%.
• Approach to resilience: "All critical information resources at ThousandEyes are operated in industry-leading IaaS environments or datacenters built to Tier III requirements, including redundant capacity components, multiple independent distribution paths serving the data processing footprint, and redundant Internet connectivity. There is sufficient mechanical electrical and plumbing (MEP) capacity to meet the needs of the data processing systems even when one of these redundant MEP components has been removed from the infrastructure. All ThousandEyes systems and applications also have recovery plans that have been tested. ThousandEyes production networks are also protected from distributed denial of service attacks (DDoS attacks).; "
• Outage reporting: Staus page and email notifications: https://status.thousandeyes.com/

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
  • Other
• Other user authentication: Username and password or SSO.
• Access restrictions in management interfaces and support channels: Role based access control.
• Access restriction testing frequency: At least once a year
• 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
  • Other
• Description of management access authentication: Single sign on with multi factor authentication. All devices that receive certificate based remote VPN access to Cisco are subject to enrollment in the dedicated Mobile Device Management (MDM) solution.

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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman
• ISO/IEC 27001 accreditation date: 19-Nov-21
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 13-Sep-21
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: No
• 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
  • Other
• Other security governance standards: Cross Border Privacy Riles Program; Privacy Recognition for Processors Program; Bureau of Industry and Security U.S. Department of Commerce requirements; All other relevant national and local legal, regulatory and contractual requirements
• Information security policies and processes: We start with a solid management foundation through adoption of the widely recognized and respected ISO/IEC 27001 standard for our information security management system. Our privacy information management system is based on and certified by ISO 27701.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: "ThousandEyes uses the Cisco Secure Development Lifecycle (CSDL), a repeatable and measurable process designed to increase Cisco product resiliency and trustworthiness. Static source code analysis and peer code review are vital steps in the process. Furthermore, our secure software development lifecycle design and deployment methodologies are continually being enhanced to keep pace with current best practices and stay ahead of the latest threats. Formalized change management procedures have been developed and put into operation to control software and hardware in the production environment.; "
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: "The following processes are in place for system vulnerabilities:; Weekly network enumeration.; Asset classification.; Weekly vulnerability scanning, all scans are done from internal trusted network to improve visibility. Also a scan from external network to see real exposure and as part of change management monitoring.; Vulnerability prioritization and assignment. If vulnerability is found ticket are assigned to the Operations team.; Vulnerability remediation by the asset owner.; Closure. Ticket management is fully automated through its lifecycle, vulnerability scanning has to confirm vulnerability as no longer detected before closing ticket.; "
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: "The following processes are in place for system vulnerabilities:; Weekly network enumeration.; Asset classification.; Weekly vulnerability scanning, all scans are done from internal trusted network to improve visibility. Also a scan from external network to see real exposure and as part of change management monitoring.; Vulnerability prioritization and assignment. If vulnerability is found ticket are assigned to the Operations team.; Vulnerability remediation by the asset owner.; Closure. Ticket management is fully automated through its lifecycle, vulnerability scanning has to confirm vulnerability as no longer detected before closing ticket.; "
• Incident management type: Supplier-defined controls
• Incident management approach: The Cisco Product Security Incident Response Team (PSIRT) manages the receipt, investigation, and public reporting of security vulnerabilities related to Cisco products and networks. The team works with Cisco customers, independent security researchers, consultants, industry organizations, and other vendors to identify possible security issues with Cisco products and networks.; ; PSIRT - Receives reports about Cisco Products Security issues from many resources: industry, customers, engineers, product developers, hackers Cisco has a confidential case system and an assessment CVSS that is used to rate the risk. The higher the score, the more risk the vulnerability. Cisco uses a 1- 10 scale.

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  "Cisco has been working to minimise its impact on the environment for more than 15 years. We set clear public goals against which we measure and report our progress and by which we can be held accountable. ; ; We have three main approaches to positively impact some of the world’s most pressing environmental issues:; ; 1. Addressing the Climate Crisis ; We are reducing greenhouse gas (GHG) emissions associated with the energy used in our operations and across the lifecycle of our products. In September 2021, we committed to reaching net zero for all scopes of greenhouse gas emissions by 2040, which includes our product use, operations, and supply chain. We aim to meet Scope 1 & 2 targets by 2025. Improving the energy efficiency of our hardware and solutions and transitioning the grid to low-carbon electricity is a high priority. These efforts improve not only our own carbon footprint, but our customers’ as well. ; ; 2. Driving a Circular Economy ; Cisco is working to integrate circular economy principles across our business. We are adapting our business models to reduce the resources we consume and the waste we generate. In addition to making our products more energy efficient, we are designing them to better facilitate repair and remanufacturing – with the goal to reuse products and materials rather than dispose of them. Through our Takeback & Reuse programme we reuse or recycle 99.9% of all Cisco products returned to us from customers.; ; 3. Building Resiliency, Regeneration and Stewardship ; We strive to reduce our impact on local ecosystems and help others do the same. For example, we support local initiatives to reduce pollution and preserve water and other natural resources in communities where we and our suppliers operate. ; ; For further details, please refer to our ESG hub:; https://www.cisco.com/c/m/en_us/about/csr/esg-hub.html"

  Covid-19 recovery

  "Cisco has been heavily involved in supporting the Coronavirus efforts across the UK and globally. The priority was to ensure that all NHS Trusts and Local Authorities had the capabilities to support secure remote working, amongst other scenarios, meaning the continuation of health and social care delivered by frontline staff. To name a few things Cisco has been doing:; • Supply chain critical infrastructure prioritisation for verticals including healthcare, public services and education. ; • Redistribution of video units from closed Cisco offices, to hospitals for frontline staff usage, after being deep cleaned and sanitised.; • Utilisation of office space (Reading Green Park) for 3D print farms to produce Personal Protective Equipment (visors) for medical workers. ; • Increased employee Giving Back days from 5 to 10, to enable employees to go out and support their local communities during this time. ; • Committed $8million cash and $210million in product to help with the global response, with the focus on supporting healthcare and education, government response and critical technology. The Trussell Trust received a donation of £180,000 to support them in times of increased need.; • New Business Resiliency payment Program, via Cisco Capital, enabling customers to access technology to support business continuity whilst protecting their businesses cash and cash outlay.; • UK specific, supporting the Department for Education, Cisco Networking Academy has helped to foster ‘The Skills Toolkit’, a new online platform providing people access to free courses to build skills and enable learning in Digital and Numeracy."

  Tackling economic inequality

  "Cisco has a long-term commitment to digital skills through a wide range of programmes, including:; • Cisco Networking Academy transforms the lives of learners, educators and communities through the power of technology, education and career opportunities. Available to anyone, anywhere. The Networking Academy learning portfolio includes 31 courses and is translated in up to 27 languages. There are two ways to take a course. Online courses are self-paced and use the same curriculum taught in Networking Academy classrooms around the world. Today there are 3 million students worldwide. In the UK up to 2021 a total of 337,595 students who had taken courses and 89% who took Cisco certifications courses got a job or an education opportunity. Skills for All is the new Cisco mobile-first, online learning platform offering a personalized pathway to entry-level technology jobs, no matter where a person is on their learning journey.; • Pathways school partnership – in-person and virtual workshops run by Connectr & Cisco volunteers. The student are exposed to roles at Cisco within IT/STEM in addition to an engaging activity based on AI and Technology. After the workshops 89% of students said they learnt a new skill and 72% of students agreed that the event made them want to pursue a career in IT/STEM. Cisco works with specific schools in the UK to tackle economic inequality.; • Pathways Work Experience – Cisco offers work experience for students in Years 10-13. The week long programme offers students a hands-on experience of the work environment. From in person to virtual the programme offers opportunity across the UK. "

  Equal opportunity

  "Cisco prides themselves on an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation national origin, genetic information, age, disability, veteran status, or any other legally protected basis. This is evident in the UK Apprenticeship Programme where the split of male to female apprentices is equal, and all apprentices come from different backgrounds.; ; To inspire and encourage a wide range of young people to see their future in the digital industries, Cisco runs many different targeted programmes. Including: ; • Cisco sponsors the Athena Hackathon, the largest all female/non-binary hackathon in the UK, to champion, encourage and inspire participation in digital industries.; • In partnership with UCL, Cisco offers a one-day insight course for female and non-binary students into AI & Machine Learning.; • Pathways work experience 16-18 for those who identify as female or non-binary focuses on highlighting the need for diversity in a tech company and opens their eyes to the opportunities available. Since the programme has launched 9 females who did the work experience programme have joined the apprenticeship. The last programme was 10% non-binary.; • Pathways partner schools – 10 state schools have been selected from low socio-economic areas. The partnership offers students in Yrs 7-9 workshops, visits to Cisco and leadership mentoring.; • Career Accelerator Mentoring – this mentoring programme uses 5-10 Cisco volunteers per school term to mentor students’ from specific communities. Recently Cisco has focused on black heritage, women in tech and LGBTQ+ students. "

  Wellbeing

  "The wellbeing of the employees if at the heart of Cisco. Cisco has a people deal which is a two-way promise whereby Cisco makes commitment to the employees and what they expect their employees to commit to in return. This promise has 3 parts.; • Connect Everything: Cisco promises to connect its employees with information and opportunities to help support the day-to-day and in return asks for employees to work within teams to deliver outcomes aligned to the company goals and customer needs.; • Innovate Everywhere: Cisco commits to providing an open and agile environment to encourage employees to challenge the norm and asks that employees pursue innovation to create a better future, thinking outside the box. ; • Benefit Everyone: This is Cisco’s commitment to employee development, appreciate individuals, and collectively to positively impact the world. Whilst Cisco employees are to embody Cisco’s global values and believe in its collective ability. ; Cisco is keen to ensure that citizens and employees have access to the right wellbeing support. Cisco works with Healthcare organisations across the country, exploring new ways in which care can be delivered. A big emphasis is placed on employee wellbeing, with Mental Health becoming more prominent in recent years. Cisco has trained a network of almost 100 Mental Health First Aiders; this complements the existing healthcare benefits employees are entitled to. There are 38 benefits which Cisco employees can enrol/participate in. These extensive benefits have proved to keep employees happy as Cisco UK was recently awarded #1 Best Place to Work for wellbeing."

Pricing

• Price: £10,000 a unit a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: End User Monitoring free for 15 days - https://www.thousandeyes.com/signup/
• Link to free trial: https://www.thousandeyes.com/signup/

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.