SOMERFORD ASSOCIATES LIMITED

Grafana Cloud, infrastructure and applications performance analysis

Grafana Cloud is a highly available, performant, and scalable observability platform for applications and infrastructure. It provides a centralised view over all of your observability data, whether the data lives in Grafana Cloud services or in your own environments.

Features

• Collect and store metrics, logs, traces, profiles
• Analysis accross telemetry and business data
• Complete reporting with enrichment from business data
• Correlate signals with other databases
• AIOps automatic investigations with proofs
• Infrastructure and application monitoring
• Digital Experience Monitoring: Synthetic, RUM, load testing
• Alerting with Machine Learning capabilities
• Complete dashboarding solution for all databases
• Based on Open Source Standards for interoperability

Benefits

• Accelerate resolution of problems in complex IT environments
• Ensure performance
• Reduce alert fatigue
• Improve application quality
• Reduce MTTR
• Detect problems proactively
• Central and unified view of IT and business data
• Reduce tools sprawl without vendor-lockin
• Route alerts to the right individuals
• Reduce TCO of Observability practice

• 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 info@somerfordassociates.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

583754255634915

Contact

Penny Harrison
07897075103
info@somerfordassociates.com

About your service

• Service categories:

  Application Development and Deployment

  Application platforms

  Deployment centric application platforms

  • Transaction Processing Monitors
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • A modern, JavaScript-enabled web browser
  • An internet connection
  • Outbound access on 443 to Grafana Cloud for telemetry

User support

• Email or online ticketing support: Yes
• Support response times: Mon-Fri 9am-5:30pm excl bank holidays customers receive an initial response within one business hour
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide support from priority 1 to priority 4 cases on any existing configuration or part of the platform that is in total or partial failure as well as not working as expected. We also provide configuration guidance and recommendations for use cases. Each customer receives their own Account Manager who works closely with Support and ensures that cases can be followed up. Somerfords Support desk is available as a value added service in addition to the maintenance and support purchased alongside the license.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Somerford Associates can deliver onsite trainings.; ; A complete documentation is available.; ; An AI Assistant, trained on documentation and specialized on Grafana can answer questions, explore data, build dashboards and create alerts with the user.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats: Markdown (plain text)
• End-of-contract data extraction: Users can read the databases. We provide tools to migrate to compatible databases (Prometheus).; ; Dashboards are JSON objects that can be copied. We provide tools to copy them.
• End-of-contract process: Access to the data until end of retention after contract is guaranteed (default policies: 13 months for metrics, 30 days for logs and traces).; ; Assistance and services are not included.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Dashboards layout is not guaranteed as rows can be collapsed into columns.; The Incident Response Management and OnCall features have a dedicated mobile application to ensure notification delivery and fast response time.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: The entire ecosystem is based on APIs. The UI is built after the APIs, ensuring that any operation possible in the UI is possible through the API.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Dashboards can be customised. Users are free to copy the ones we provide and modify them or start from scratch. The AI Assistant can generate dashboards for the users.; ; The buyer can restrict permissions to customize through a complete native RBAC solution.

Scaling

• Independence of resources: Grafana Cloud implements rate limiting to ensure that customers' spikes are not affecting their neighboors. The rate limits are automatically adjusted and clusters dynamically scaled to usage.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a metric database accessible to the customer with all current and historical onsumptions.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Grafana Labs

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: For GCP (https://cloud.google.com/docs/security/encryption/default-encryption) it's AES-256.; The storage bucket is encrypted at rest.; For AWS (https://docs.aws.amazon.com/AmazonS3/latest/userguide/bucket-encryption.html) it's AES-GCM.; For Azure (https://learn.microsoft.com/en-us/azure/storage/common/infrastructure-encryption-enable?tabs=portal) it's AES 256
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Grafana provides features to export panel data natively.; Raw data stored in Grafana Cloud can be copied through API. We provide CLI for metrics extraction.; Logs can be exported automatically.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Prometheus
  • JSON
  • Excel-compatible table
• Data import formats: Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: SOCKS5 SSH tunnels
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Grafana Labs guarantees that the performance of the Service will meet the following minimum standards. ; ; 99.5% of requests succeed within a given monthly billing period for all generally available services.; ; 99.5% of autonomous actions to be completed successfully within a given monthly billing period. (eg alert evaluation, synthetic monitors etc)
• Approach to resilience: Grafana Cloud is a large distributed system with blast-radius limitation architecture ensuring that most problems are not generating a global scale outage.
• Outage reporting: Grafana Labs provides a public dashboard hosted by a 3rd party, and send email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Grafana Cloud includes a complete RBAC layer limiting access to the right individuals and teams.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

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: We comply and/or are certified for the following standards: SOC 2 Type 2, ISO/IEC 27001, ISO/IEC 27001 SoA, ISO 22301, PCI DSS v4.0.1, FIPS 140-2, FIPS 140-3, GDPR, Microsoft SSPA, EU-US DPF, UK Extension to EU-US DPF, Swiss-US DPF, TISAX, CSA STAR.; ; As such, we are audited and provides documented policies on numerous aspects of our business, including but not limited to: Access Control, Anti-Malicious Software, Asset Management, Backup, Business Continuity/Disaster Recovery, Data Classification, Data Security, Incident Response, Network Security, Risk Assessment/Management, Third Party Personnel, Vulnerability Management
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Grafana Labs keeps an inventory. This inventory is the baseline for tracking a component from onboarding → production → retirement.; All production assets are built by CI and versioned, giving a traceable artifact lifecycle. Components have an owner and measurable vulnerability metrics with SLO.; Grafana Labs processes require maintaining Software Bill-of-Materials for products provided to customers, which feeds the requirement to track composition.; Changes are assessed through automated CI security gates, peer reviews + specialist mandatory reviews and risk-based threat modelling reviews
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Grafana Labs assesses threats via automated CI, vulnerability tooling, human triage and threat modelling. We score each finding by CVSS. The patching of our own software follow a policy, depending on risk on the system and CVSS score. The default policy goes from 1 week for critical to a month for low.; Threat information comes from internal tools, public CVE feeds, commercial scanners, bug-bounty program, vendor advisories and threat-intel feeds.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Grafana Labs detect compromises from canary tokens, runtime telemetry, log/secret leaks, cloud-provider alerts, CI/CD anomalies, internal tooling and human reports. On detection we declare an incident immediately, assign a commander, contain, collect evidence, eradicate & remediate, and then recover. Containment is usually done in a few minutes to a few hours. Remediation/patching is governed by SLOs and the policy described previously, with many real incidents showing fixes pushed within hours or the next day once triaged.
• Incident management type: Supplier-defined controls
• Incident management approach: Grafana Labs maintains an Incident Response Policy to ensure; detection of security vulnerabilities and incidents, as well as quick reaction and response to security breaches.; We document instructions for security incident response, including definitions, procedures, responsibilities, and performance measures.; ; Customers can submit security issues to the dedicated email address as well as their dedicated contact point.
• Post-quantum cryptography secure: Yes

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: Yes
• Description of free trial: All features are included for free, with only rate limits over 14 days. After 14 days, all features are included but data volume is limited.
• Link to free trial: https://grafana.com/pricing/

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: SGS
• ISO 9001 accreditation date: Tuesday 15 March 2022
• What the ISO 9001 doesn’t cover: As our staff are a fully remote workforce the company physical office location is not covered. Clause 7.1.5 (calibration) is not in the scope. ISO 9001 does not cover financial processes.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: F416f438-c625-443c-8b8d-a1b8f3b804e3
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 8d0e7cb8-30a3-4374-b713-d15f8d7f0c7d
• Other security certifications: Yes
• Any other security certifications: IASME Cyber Assurance Level 1 Certificate

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
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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 educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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

  • 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.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Plans for positive actions with community groups.

  • 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
    • 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

  • 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

    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • 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

  • 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 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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