Akamai Technologies Ltd

Akamai mPulse Real User Monitoring (RUM)

mPulse is Akamai’s universal, intelligent Real User Measurement (RUM) solution. mPulse provides the capabilities for detailed performance and advanced error analysis, and correlates them directly to business metrics such as conversions, page views, and revenue.

Features

• Collect data from every user event directly from the browser
• Correlate business and performance metrics
• Predictive analytics to understand website usage and behaviour patterns
• Measure and manage all of your third-party resources

Benefits

• Identify the most important pages on your website
• Easily find trends and understand website conversion and engagement metrics
• Monitor any digital application including single-page application (SPA)
• Actionable insights - understand how individual objects impact user behaviour
• Analyse real user behaviour across geographies, devices, and other dimensions

£500 a unit a month

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

Framework

G-Cloud 13

Service ID

623271493900229

Contact

Ian Trask
07976794758
itrask@akamai.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements: A website with the ability to embed a Javascript beacon

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support coverage is 24/7. Response time varies according to the severity of the incident.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: We will provide a technical account manager. Packaged services, including Basic Implementation (to help get your site up and running and your key stakeholders trained as quickly as possible), training, custom reporting, and business analysis consulting are available through Akamai Professional Services and are priced according the exact requirements of the project.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our professional services team will work to assist in integrating the service. Additional documentation will be provided in HTML and PDF format.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Customers may use the API to extract raw or aggregated data.
• End-of-contract process: The service will be downgraded to mPulse Lite, a reduced-feature version of mPulse.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Analysis of data is carried out with a rich, web-based graphical user interface. This allows for detailed analysis of Real User Monitoring (RUM) data, creation of dashboards, and correlation of data with your business / website objectives.
• Accessibility standards: None or don’t know
• Description of accessibility: N/a
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: We provide a standard REST API. The API permits pulling of data from our platform. Data sets, navigation timing, custom timers, and metrics are supported.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: You can pick which domains are covered by the service and what data is captured by the mPulse beacon. You can set custom metrics and dimensions to meet your business needs. Within the portal custom dashboards can be set up enabling you to view the data that is important to your teams.

Scaling

• Independence of resources: The software platform itself is hosted on our own cloud infrastructure, which can scale to meet even the highest demand.

Analytics

• Service usage metrics: Yes
• Metrics types: The entire mPulse service is an analytics tool focused on providing multiple metrics based on user engagement and experience on a website.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

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)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported via the web interface or through an API.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • Images (charts)
• Data import formats: Other
• Other data import formats: N/a - data is pulled in from real-user page beacons

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: There is no specific availability SLA. Service status is available on our website.
• Approach to resilience: All Akamai services are hosted on a distributed platform with high availability and resiliency. Our teams monitor the availability of the platform 24 hours a day.
• Outage reporting: We provide a public dashboard which will report any outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Customers can configure IP restricted login. Access requires providing valid credentials, including optional multi-factor authentication. Customer can manage users in the web interface, determining their details and authorization level. This information is then used in support channels, to identify the user, authenticate the user (e.g. by calling back the number provided in the web interface) and authorize the user (check whether they are entitled to request change or access to resources)
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• 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: Other
• Other security governance standards: PCI DSS; HIPAA; FedRAMP; SOC 2 Type II; ISO27002
• Information security policies and processes: Akamai follows its Information Security Program. Redacted version can be shared with our customers if desired. Akamai is also assessed and compliant with various security standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The change management process for software changes is chaired by the Director of Operations and the Release Manager. The process reviews all changes and potential customer impact. Any releases are signed off on by appropriate parties, which always include the SVP of Engineering and SVP of Delivery. ; ; To minimize the risk of the corruption of information systems and the accidental removal of security controls a formal change control procedure must be followed when making changes to any production system. ; ; Changes are implemented in phases, to observe impact and prevent interruptions.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The vulnerability management process is set forth to ensure timely deployment of security patches and remediation of vulnerabilities to maintain confidentiality, integrity, and availability of Akamai systems and applications. The lifecycle of the vulnerability management includes tasks such as: investigate new vulnerabilities, remediate vulnerabilities, and close out the records when applicable. If the vulnerability is impacting to Akamai, the Information Security team is responsible for shepherding the vulnerability through all of the stages, ending in the closure stage. Please see this post for more information: ; https://blogs.akamai.com/2016/08/vulnerability-management-at-akamai.html
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: New vulnerabilities are identified and tracked. Vulnerabilities are identified by: Receiving vendor and security researcher vulnerability announcements, Monitoring vendor reporting distribution lists and reporting forums, monitoring public reporting forums (CERT, Bugtraq, SANS, etc) These Subscriptions help identify vulnerabilities that might impact Akamai information systems and networks. Additionally, the Information Security teams analyse Akamai's software and architecture to identify potential vulnerabilities. Once a specific vulnerability is identified, it is assigned to an Information Security and a subject matter expert to remedy. Vulnerabilities that do not impact Akamai are marked as such and closed.
• Incident management type: Supplier-defined controls
• Incident management approach: Akamai operates a documented Technical Crisis and Incident Management Process, this document can be shared with customers. Akamai has designed its technical systems and human operations with many safety controls and sensors to help prevent and detect issues in our environment as they arise. If a customer-identified issue cannot be solved by Akamai Support then an incident is declared. For all severity levels, we have an Incident Manager role identified to evaluate the severity of a situation and coordinate with others working on the problem. A Service Incident Report is produced identifying failures and highlighting changes to prevent reoccurrence.

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

• Fighting climate change:

  Fighting climate change

  Taking environmental action through program transparency, data, and partnership. Emissions from worldwide online video streaming alone in 2018 were equivalent to more than 300 million metric tons of carbon, according to the Shift Project. That’s similar to carbon emissions from powering more than 50 million homes for one year. Akamai has made a commitment to reduce our emissions through platform efficiencies, data centre partnerships, and renewable energy procurement. We recognize that in our role as the leading performance, security, and delivery provider, we share the responsibility for reducing the world’s carbon emissions. Please view our sustainability report. https://www.akamai.com/resources/research-paper/akamai-sustainability-report-2021 Please view our ESG report. https://www.akamai.com/resources/research-paper/akamai-2021-environmental-social-governance-report
• Covid-19 recovery:

  Covid-19 recovery

  Business / Pandemic Planning & Preparedness. Akamai's Actions With continued concerns associated with COVID-19 surges in parts of the world, Akamai wants to assure our customers, suppliers and partners that we have taken several steps to minimize the risk of disruption to our business. Our customers can expect Akamai to provide the same high-quality, reliable services they have come to trust for over twenty years. https://www.akamai.com/global-services/support/covid-19-preparedness-statement Read our FAQ https://www.akamai.com/global-services/support/covid-19-preparedness-faq
• Tackling economic inequality:

  Tackling economic inequality

  At Akamai, we believe in delivering business results the right way. That means operating at all times in ways that reflect our core values of trust and integrity, inclusion and respect, and giving back to the communities in which our employees work and live around the world. As a signatory to the White House Equal Pay Pledge, we regularly monitor our pay practices and make changes as necessary to deliver on our commitment. This includes internal pay equity analyses covering gender globally and race and gender in the US. We review the results and act to remedy any discrepancies as appropriate. To date, no widespread patterns of disparity have been identified.
• Equal opportunity:

  Equal opportunity

  We’re continuing to push for greater inclusion at the hiring stage and beyond. Data collected from our new employees (hired in 2021) shows an increase in female representation of 3.6% globally (29.1% in 2020 vs. 32.7% in 2021). Overall, we have seen an increase in racial and ethnic minority representation among our US employees. Representation of ethnic minorities was 41.4% as of December 31st, 2021 (0.8% increase from 2020). Asian: Overall +0.4% change from 2020 to 2021 Non-technical 10.6% Technical 35.4% Manager 25.1% VP+ 14.2% Black/African American: Overall +0.1% change from 2020 to 2021 Non-technical 4.2% Technical 3.2% Manager 2.4% VP+ 2.7% H Read the report here https://www.akamai.com/careers/inclusion-diversity-and-engagement
• Wellbeing:

  Wellbeing

  2021 Inclusion, Diversity & Engagement Report This report marks our second year of public disclosure around Inclusion, Diversity, and Engagement. While we’ve tracked and reported on this data internally for years, we’re proud to continue our efforts around transparency and accountability in publishing our 2021 findings. https://www.akamai.com/careers/inclusion-diversity-and-engagement The Akamai Foundation is dedicated to encouraging the next generation of technology innovators by supporting STEM education, with a focus on the pursuit of excellence in mathematics in grades K-12. Grants focus on equal access to quality STEM education with grants supporting programs designed to attract more diversity to the technology industry. In addition, the Akamai Foundation provides disaster resilience, relief and humanitarian aid globally; and enables volunteerism by connecting employees to the communities in which Akamai operates. https://www.akamai.com/company/corporate-responsibility/akamai-foundation

Pricing

• Price: £500 a unit a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: The service can be tested for a limited period of time

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