Stone Technologies Limited trading as Converge Technology Solutions

Stone Digital Service Assurance Platform

The Cisco ThousandEyes Cloud Service is a suite of cloud services designed to help measure/monitor the availability and performance of web applications, hosted services, and networks. The ThousandEyes internet and cloud intelligence platform expands visibility, insights, and action into digital delivery of applications and services over the internet and cloud.

Features

• DNS and IP Layer enforcement
• Threat Intelligence from Cisco Talos
• Malicious content blocking
• Intelligent Proxy
• Central Policy Management
• Manage user’s internet access through category-based content filtering
• Regular updates and early access to new Umbrella functionality

Benefits

• Assure User/Customer access to Web Sites
• Extend protection beyond organisation network
• Prevents threats over all ports and protocols
• Protects resources without delay or performance impact

£2.50 a user a month

• 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@stonecomputers.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

565651477070411

Contact

Antony Mellor
08448 22 11 22
tenders@stonecomputers.co.uk

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: SLA; - Automated Acknowledgement immediate; - Target resolution within 4 business hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: We have a formal contract with the UK's largest charity providing IT support and services for families raising disabled or seriously ill children and young people, therefore our people and processes support those that have assistive technology needs.
• Onsite support: Yes, at extra cost
• Support levels: Cisco Support direct: 24/7; ; Stone Support provided through our Network Operations Centre in Staffordshire on a 9/5 basis. Full details found in our service description document.; ; Onsite engineers are quoted based on the rate card included within our proposition.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Stone provide a proof of value free of charge for upto 30 days to enable customers to trial the service before deciding whether to invest in the platform.; Our technical architects provide installation, commissioning , user adoption and training services to ensure the customer has full understanding of the solution.; ; Further bespoke training is available upon request.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Stone and the customer agree an exit strategy unique to thier installation. We will ensure that as a minimum the customer is provided with:; - Any management data or information that is used within the service; - Transition timelines, and onboarding process to another provider
• End-of-contract process: Contract termination is included within the price of the Stone service. We include:; - Commercial assistance; - technical documentation to support the process; ; Onsite technicians, or project managers to onboard to new parties are charged as per the rate cards included within the service description if required.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: ThousandEyes application is a Web GUI interface and accessible from desktop browsers and phones.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: All assistive interface testing has been performed by Cisco who are the manufacturer of the cloud software service. Assistive testing details can be provided from Cisco on request.
• API: Yes
• What users can and can't do using the API: 3rd Party Integration; ; https://docs.appdynamics.com/22.4/en/extend-appdynamics/appdynamics-apis#AppDynamicsAPIs-apiindex
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: There are different packages available for different use cases, as described within our service definition document.

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 repositories and Downloads; Account usage
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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: Physical access control, complying with CSA CCM v3.0
• 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:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.50% SLA
• Approach to resilience: All critical information resources at ThousandEyes are operated in industry-leading IaaS environments or datacentres 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: Status page and email notifications: https://status.thousandeyes.com/

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: IP restrictions, two factor authentication of approved users and protective monitoring/logging
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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: NQA
• ISO/IEC 27001 accreditation date: 11/05/2019
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Securitymetrics
• PCI DSS accreditation date: 07/03/2019
• What the PCI DSS doesn’t cover: N/a
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: Stone is an ISO270001, PCI-DSS and Cyber Essentials accredited company with a wide ranging Information security policy that forms part of our ISO9001 accredited quality management system. ; ; The information security policy Is reviewed quarterly by the board of Directors, with a named contactable escalation path to the CEO.; ; Stone is registered with the ICO and adheres to industry best practice for the management and handling of all GDPR applicable data

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 manages the receipt, investigation, and public reporting of security vulnerabilities related to Cisco products and networks. The team identifies 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. The further away the damage can be done to a device, the higher the score.

Secure development

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

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Public Services Network (PSN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  Effective stewardship of the environment. At Stone, nothing goes to waste. We are committed to protecting our planet and reducing the impact the IT industry has on the environment. We deliver this by: • Stone’s zero to landfill pledge. Certification in-line with the Defra waste hierarchy and audited by Valpak, Stone delivers the assurance of external audit to the zero to landfill pledge, ensuring redundant IT equipment is never needlessly treated as waste. • One of the best tools to limit temperatures from rising above 1.5o is tree planting. Stone plants a tree for every £1,000 worth of boost points collected, with 500 trees planted since 2020 in partnership with the National Forest. Most recently, Stone has partnered with Ecologi, to plants tree in areas where they will make the most impact. • The multi-award-winning Stone 360 app encourages technology users to reduce carbon footprints by responsibly recycling redundant technology whilst earning rebates. Rebates can be used as: o Cash rebates o Charity donations to any charity o Donations to Stone charities o Boosting the value of the rebate by 20% when spend on Stone products or services. • Once devices are sanitised of data and refurbished, they are made available to communities at highly competitive pricing. This reduces the carbon footprint for schools, charities, and social enterprises whilst supporting IT supply chain challenges. Stone also makes charitable donations of refurbished technology. Through the IT Schools Africa programme, Stone has donated almost 4,000 devices to help bridge the digital divide, and support global circular IT provision. • Alignment to the United Nations Sustainable Development Goal (SDG) 12 - responsible consumption and production. Stone is committed to the efficient use of natural resources, using sustainable options and by setting a series of policy-aligned internal goals and measurables to track progress.

  Equal opportunity

  Stone understands the value of ensuring good representation of disabled people in the workforce, and in skills development both within the workforce and that of the community it serves. The following represents two examples of value from the services Stone delivers: • Increasing representation of disabled people in the workforce: As a Disability Confident employer, Stone commits to recruit, retain, and develop disabled people to serve your organisation. Contracting a supplier displaying the Disability Confident badge will also show disabled people that you recognise their value, supporting you in recruiting and retaining disabled people. Stone commits to providing: o Inclusive and accessible recruitment o Accessible communication of vacancies o Interviews to disabled people o Reasonable workplace adjustments o Support for existing employees • Supporting families of disabled or seriously ill children to have the same opportunities, as other families: By selecting Stone you will directly contribute towards a 12-year partnership with the Family Fund. Family Fund is the UK’s largest charity providing grants for families raising disabled or seriously ill children and young people under 21. Stone provides a comprehensive range of technologies and related support for the families via phone and online portal, highlighting products available and providing easy-to‐digest information, written with the families in mind and free from technical jargon) and via a text and messaging service. “Stone have been integral to us fulfilling our technology grants effectively and with unwavering customer service. The partnership enables us to provide a wide range of digital equipment across multiple platforms, the majority with assistive technology, which help support the needs of those with disabilities. Stone have proven themselves to be flexible and adaptable to change as we have grown, and the needs of the families we support have evolved, displaying strong values and commitment to our partnership and our cause.”

Pricing

• Price: £2.50 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Trial of full version of solution.; Trial last between 14-28 days, but extensions are available upon request; ; Report of performance of solution at end of trial

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