SOFTCAT PLC

Splunk Observability Suite

Solve problems in seconds with the only full-stack analytics-powered and OpenTelemetry-Native Observability Solution. Explore user experience, troubleshoot issues, remediate

Splunk Infrastructure Monitoring (SIM), Application Performance Monitoring (APM)/Real User Monitoring (RUM), Splunk Synthetic Monitoring (SSM)/IT Service Intelligence (ITSI).

Splunk Infrastructure Monitoring (SIM)/Application Performance Monitoring (APM)/Real User Monitoring (RUM),/Splunk Synthetic Monitoring (SSM).

Features

• Physical, virtual, cloud infrastructure monitoring.

Benefits

• Full Service and Business visibility, supplied by full-stack Observability.

£2,049.30 a gigabyte a year

• Education pricing available
• 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

637970672419144

Contact

Charles Harrison
01628 403403
psitq@softcat.com

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: - Splunk Observability Cloud is the base service.; - Splunk Infrastructure Monitoring is included as standard.; - Application Performance Monitoring augments Splunk Observability.; - Real User Monitoring augments Splunk Observability.; - Splunk Synthetic Monitoring augments Splunk Observability.; - IT Service Intelligence is an add-on service to Splunk.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • Windows> 2 x 6 core 2+GHZ, 12GB RAM
  • Windows Server 2016 or 2019
  • Linux, 3.x, 4.x or 5.4.x and higher
  • Mac OS 10.15
  • Hardware non Windows> 2 x 6 core 2+GHZ, 12GB RAM

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Up to 30 Mins at Premium Level Support offering. Standard; up to 2 Hours. Base; up to 4 hours.
• 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: As per Service Description
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Splunk Education and Professional Services can be purchased to help users start using Splunk, and increase their time to value.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The Splunk tool provides analysis and visualisation of data from various sources. The data rests at its original location and does not solely reside in Splunk. Therefore there is no need for data extraction at end of contract
• End-of-contract process: Splunk ceases to provide access to the service.

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: Mobile web browser functionality is the same. Splunk O11Y Mobile App provides visualisations, alerting and interactivity to execute actions from a finger press.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: The Splunk Enterprise REST API provides methods for accessing every feature in our product. Your program talks to Splunk Enterprise using HTTP or HTTPS, the same protocols that your web browser uses to interact with web pages, and follows the principles of Representational State Transfer (REST).
• API documentation: Yes
• API documentation formats:
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The user is able to configure dashboards, alerts, reports and underlying target data sources. Configuration can be through Splunk Web, Splunk's Command Line Interface (CLI), Splunk's REST API or directly within configuration.

Scaling

• Independence of resources: The Splunk Observability Cloud services will be available 99.9% of the time, as measured by Splunk over each calendar month of the Subscription Term, and subject to the exclusions set forth below (the “Service Level Commitment”).; ; A Splunk Observability Cloud service is considered available if Customers are able to login to the service interface and access monitoring data. (https://www.splunk.com/en_us/legal/observability-service-level-schedule.html)

Analytics

• Service usage metrics: Yes
• Metrics types: Numerous metrics about consumption and performance are available from the Monitoring Console from the Customer's Splunk environment.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Splunk

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: Splunk's own cloud service uses logical data separation, authenticated user accounts, and industry standard hardening. Data in transit is encrypted with industry standard SSL and data at rest is encrypted with AES 256-bit encryption. This service is acccredited to ISO270001.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: There are many ways that a user can export data. Splunk provides a REST API to export data. Data can be exported by the Splunk Web facility. Users can use the Command Line Interface, SDK's and data forwarding tools.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • JSON
  • Raw Data
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • JSON
  • Raw Data

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: Splunk Cloud is considered available if you are able to log into your Splunk Cloud Service account and initiate a search using Splunk Software. Splunk continuously monitors the status of each Splunk Cloud environment to ensure the SLA of 100% uptime. In addition, Splunk Cloud monitors several additional health and performance variables.; ; Alternatively Splunk sits within the Buyers network or the infrastructure of their chosen cloud provider. Availability is controlled by the Buyer or their cloud provider.
• Approach to resilience: Splunk handles resilience by replication of data across a cluster of Splunk Indexers across data centres. Splunk Cloud maintains a seven-day backup of data and configuration files and backups run continuously.
• Outage reporting: Splunk provides a cloud monitoring console to monitor the health of your Splunk Cloud environment. Email alerts are also available.; ; Alternatively Splunk sits within the Buyers network or the infrastructure of their chosen cloud provider. Outage reporting is the responsibility of the Buyer or their cloud provider.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: The Splunk user authentication system allows the assignment of roles which provide custom permissions. The Buyer can define all roles using a list of capabilities and data access restrictions.
• Access restriction testing frequency: At least once a year
• Management access authentication: Other
• Description of management access authentication: Splunk management access to a customer service:; Customer management access to their own service: following their methods and RBAC. They don't have access to the whole service.

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: No audit information available
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 29/06/2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • HIPAA,
  • SOC2

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: Our Cloud based service uses trusted third-party validation. Auditing of our processes and policies efforts to safeguard customer data to industry standards worldwide. Working with our audit partners, SOC 2 Type 2 attestation is completed for all Splunk Cloud customer environments and ISO 27001 certification is completed for Splunk Cloud customer environments provisioned for data ingestion of over 20GB/day

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: For Splunk initiated changes, maintenance is performed at most once per month and Customers will receive notice of Routine Maintenance by email at least 48 hours in advance. For Customer initiated changes, the maintenance can be performed regularly. You can request an alternate time within the Routine Maintenance window if required. Customers will receive email notice when such maintenance is starting and when complete.; ; Alternatively Splunk sits in the network of the Buyer or the infrastructure of their chosen cloud provider, Configuration and change management is the responsibility of the Buyer or their supplier.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have a robust process for threats to the Splunk platform. We maintain a policy of evaluating all potential security vulnerabilities that are discovered internally or externally within two business days of discovery. We use the industry standard CVSSv2 to rate vulnerabilities. In the case of critical risk, high impact vulnerabilities, Splunk will make all reasonable effort to supply patches, assuming that patches are a viable stop-gap for customers who cannot otherwise upgrade Splunk.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Splunk monitors application and platform components of the service for potential issues. Cloud Operations staff monitor alerts and logs for issues, and log a ticket for issues that require remediation. In the event of application or data compromise affecting customer data, the customer is notified immediately and remains in contact with the remediation team until resolution.; ; The security measures of Splunk and AWS are further described in the Technical Briefing paper at https://www.splunk.com/pdfs/technical-briefs/safeguarding-customer-data-in-splunk-cloud.pdf
• Incident management type: Supplier-defined controls
• Incident management approach: Splunk maintains an incident response policy and program, with defined processes, roles and responsibilities. Customers may submit security issues through the normal support channels or any additional channels as provided in the EULA.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Softcat are dedicated to reducing our environmental impact and actively promoting sustainability. Our commitment to sustainability is a core aspect of our business strategy, driving us to innovate and lead in the creation of a more sustainable future for our company and the communities we serve. This commitment is embedded in our policies, operating procedures, and training programs.; ; We are proud to be the first FTSE 250 company to be awarded 5-star status in relation to the United Nations Sustainable Development Goals. ; ; We aim to achieve a Carbon Net-Zero Value Circle by 2040 by prioritising renewable energy, reducing natural resource use, minimising waste, and safeguarding biodiversity in compliance with environmental legislation.; ; At Softcat, we have taken significant steps towards securing renewable energy across our organisation, reducing our scope 1 & 2 emissions. We had the target of using 100% Renewable Energy across all our locations by 2024. We successfully delivered against this target ~2 years early.; ; In May 2023 we took delivery of 15 electric vehicles, replacing all existing fossil-fuelled company cars used by employees for business means. The implementation of the EV pool fleet will see a saving of over 80 tons of CO2e per year. A huge impact on our Net Zero targets.

  Tackling economic inequality

  As a value-add reseller, Softcat outsources the products, services, and solutions through our extensive network of partners, to best suit the needs of our broad client base. We always consider and promote SMEs and local providers where appropriate, particularly for the products and services we offer via the G Cloud framework.; ; We remain dedicated to improving employability and educational awareness across schools, colleges, and universities to help break down the barriers to joining technology organisations.; ; We work collaboratively with many schools that are close in proximity to our offices, to ensure we are actively supporting the community as well as schools from lower socio-economic backgrounds. ; ; We visit the schools to talk about the IT sector and the roles in our organisation, as well as promoting work-experience opportunities during the summer. In particular, we actively encourage students from diverse backgrounds to engage in work experience to appreciate the roles available in our sector.; ; For ambitious school and college leavers, a Softcat Apprenticeship is a great first step into the world of work, with 94% of our apprentices offered a permanent position at Softcat post apprenticeships, which goes to show the amazing opportunity available with us.; ; We were ranked 1st in IT & Consultancy, and 10th overall in by RateMyApprenticeship.com - Best 100 Apprenticeship Employers 2023-2024 list.; ; Softcat now also offer 12 month paid internships to University students looking to complete a year in industry as part of their undergraduate studies.

  Equal opportunity

  Our approach to diversity and inclusion is introduced first during our induction training, as part of our Softcat values, outlining responsibility to uphold our principles. This message is reinforced by our process and policies, networks, Allyship Training and Inclusion Awareness campaigns.; ; Softcat supports diversity and inclusion through various networks including:; - Supporting Women in Business (SWIB); - The Ethnic and Cultural Network; - The Pride Network; - The Family Network; - The Empowering Disability and Neurodiversity Network (EDN); - The Faith at Work Network; - Armed Forces & Veterans Network; These networks aim to create a supportive and inclusive work environment for all employees, regardless of gender, ethnicity, sexual orientation, disability, or family commitments.; ; Our allyship programme, Stronger Together, is a mixture of event and workshop-based training available to all staff. Programme topics include, bias, power, privilege, and being a greater ally. ; ; Inclusion Awareness campaigns include race, disability, sexual orientation, gender, faith, and caring responsibilities. These sessions highlight and celebrate minority groups, through panel sessions, Q&A sessions and training, providing an opportunity to discuss and understand ways to be more inclusive. ; ; Our efforts to improve diversity and inclusion have been incredibly successful. Since 2020, the number of female employees below management level has increased to 35%, and the number of ethnic minority employees rose to 17%.

  Wellbeing

  At Softcat, all employees are provided with access to our multidimensional wellbeing programme which includes flexible work arrangements, free nutritious breakfast, mental health support, employee benefits scheme, health and wellbeing week activities, and online workshops.; ; Giving back to the community is an innate part of who we are as a company. All Softcat employees are therefore given two volunteer days per year to support a charitable or community cause. ; ; Each of our 10 regional offices also support local charities through fundraising, donations and events. For example, our Manchester office has raised over £30,000 for the WeLoveMCR charity. This funding has supported young, disadvantaged Manchester citizens in gaining qualifications to broaden their work opportunities and supporting local groups in delivering indispensable services that enable community cohesion.

Pricing

• Price: £2,049.30 a gigabyte a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Try the only full-stack, analytics-driven, enterprise-grade observability solution. Explore all the benefits of Splunk Infrastructure Monitoring, Splunk APM, Splunk RUM, Splunk Incident Intelligence and Splunk Log Observer Connect free for 14 days, no credit card required (one user seat).
• Link to free trial: https://www.splunk.com/en_us/download/o11y-cloud-free-trial.html

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