SOLARWINDS SOFTWARE EUROPE DESIGNATED ACTIVITY COMPANY

Network Management

Network management tools, from configuration and traffic intelligence to performance monitoring and topology mapping, to readily see, understand, and resolve issues. An integrated, multi-vendor approach that’s easy to use, extend, and scale to keep distributed networks optimized.

Features

• Multi-vendor network monitoring
• Network Insights for deeper visibility
• Network Traffic Analysis
• Configuration Backup

Benefits

• Performance analysis dashboard
• Resolve network connectivity issues
• Network device discovery

£100.00 to £3,000,000.00 a unit a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  ODS

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 richard.giblin@solarwinds.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

689832633661562

Contact

Richard Giblin
07999033302
richard.giblin@solarwinds.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: Not Applicable
• System requirements:
  • Download installation package included in the Hybrid Cloud Observability license
  • Access via the Customer Portal

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 24/7 support available to under maintenance customers
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: Customer portal however plus a search function in the Success Centre that helps a customer solve an issue without the need to open a case
• Web chat accessibility testing: Customer portal however plus a search function in the Success Centre that helps a customer solve an issue without the need to open a case
• Onsite support: Yes, at extra cost
• Support levels: Technical support is available to help customers under active maintenance seven days a week, 365 days a year.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onboarding documentation available online. Live and on-demand classes.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Log tables can be downloaded
• End-of-contract process: A perpetual license and 1st year support. At end of year 1, customers have the option to renew annual maintenance.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Online via Customer Portal
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: Unique sizing and partitioning of the service per client

Analytics

• Service usage metrics: Yes
• Metrics types: SolarWinds provides additional software components that allow customers to extend the functionality of their licensed products. These components are only available to customers on active maintenance and can be downloaded directly from the SolarWinds customer portal
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• 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: Users can access log files
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Our security strategy covers all aspects of our business, including:; ; Corporate security policies; Organizational security; Physical and environmental security; Operational security processes and procedures; Incident management and response; Business continuity and disaster recovery; Vendor data protection requirements; Secure Development Lifecycle; ; We follow a defined methodology to develop software designed to increase the resiliency and security of our products.

Availability and resilience

• Guaranteed availability: ACTIVE MAINTENANCE PROVIDES YOU WITH FIXES,; FEATURES, TRAINING, AND ACCESS; • Product updates (major enhancements, new features, and bug fixes).; • Award-winning, worldwide, 24/7 technical support.; • A full subscription to SolarWinds® Academy instructor-led and on-demand; classes. ; • Additional product components to extend functionality.; • Beta participation to help shape future product direction.
• Approach to resilience: Available on request
• Outage reporting: Email alerts ; Customer portal

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Corporate security policies; Organizational security; Physical and environmental security; Operational security processes and procedures; Incident management and response; Business continuity and disaster recovery; Vendor data protection requirements
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: TBA
• ISO/IEC 27001 accreditation date: TBA
• What the ISO/IEC 27001 doesn’t cover: TBA
• ISO 28000:2007 certification: Yes
• Who accredited the ISO 28000:2007: TBA
• ISO 28000:2007 accreditation date: TBA
• What the ISO 28000:2007 doesn’t cover: TBA
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: System and Organization Controls (SOC 2)

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: ISO/IEC 27001 is a specification for an information security management system (ISMS), which is a framework for an organization's information risk management processes.; System and Organization Controls (SOC 2) is a regularly refreshed report that focuses on non-financial reporting controls as they relate to security, availability, and confidentiality of a cloud service.; General Data Protection Regulation (GDPR) and other privacy regulations; The Sarbanes-Oxley Act (commonly referred to as SOX) establishes a stricter protocol for internal controls that affect financial reporting and security within publicly traded companies. As SolarWinds is a publicly created company, it needs to comply with these regulations.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow a defined methodology to develop software designed to increase the resiliency and security of our products.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We follow a defined methodology to develop software designed to increase the resiliency and security of our products.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We follow a defined methodology to develop software designed to increase the resiliency and security of our products.
• Incident management type: Supplier-defined controls
• Incident management approach: We follow a defined methodology to develop software designed to increase the resiliency and security of our products.

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

• Fighting climate change:

  Fighting climate change

  We pride ourselves on being a company that operates with integrity, makes good choices, and does the right thing in every aspect of our business. We will continually challenge ourselves to define what being a responsible company means to us, and work to translate our definition into behavior and improvements at SolarWinds. We seek to align our social and environmental efforts with our business goals and continue to develop both qualitative and quantitative metrics to assess our progress. We take opportunities, as a company and as individuals, to respect and protect natural resources where possible. From doing our part to recycle to being aware of our individual carbon footprint, we recognize that together these small efforts can have a larger impact.
• Covid-19 recovery:

  Covid-19 recovery

  As stay-at-home orders begin to lift and businesses begin to open, maintaining open lines of communication will be just as crucial in the future as it is now.; ; When RTO takes place, there will be concerns with staff to apply social distancing in the work environment. Be courteous, make sure service desk technicians stay informed regarding people’s feelings, and ensure they are equipped to handle this new way they may have to work.; ; Having collaborative tools in place and a part of how users work not only makes the business more efficient but if something arises, such as our current situation, the only thing that changes is where the user is working,; Avoid last-minute scrambling to find a tool to allow the company to work remotely. If it’s part of your day one, then the lines of communication and collaboration are always there.”; ; Learn to adapt to different situations,” says SolarWinds Helpdesk Analyst Donald Norman. “Gain as much knowledge as you can today so you will be better equipped for whatever is thrown at you tomorrow.”; ; There will always be things that you run into along the way. And, maybe you just have dealt with them at a surface level to ensure an employee is operating again quickly. But, now is the time to make a concerted effort to document some of those things and then to communicate them
• Tackling economic inequality:

  Tackling economic inequality

  We pride ourselves on being a company that operates with integrity, makes good choices, and does the right thing in every aspect of our business. We will continually challenge ourselves to define what being a responsible company means to us, and work to translate our definition into behavior and improvements at SolarWinds. We seek to align our social and environmental efforts with our business goals and continue to develop both qualitative and quantitative metrics to assess our progress. We take opportunities, as a company and as individuals, to respect and protect natural resources where possible. From doing our part to recycle to being aware of our individual carbon footprint, we recognize that together these small efforts can have a larger impact.
• Equal opportunity:

  Equal opportunity

  SolarWinds is committed to treating all Solarians fairly and with respect. We will provide equal opportunities to all Solarians and applicants. Discrimination based on race, color, religion, national origin, gender, sex, sexual orientation, gender identity, age, physical or mental disability, or veteran or any other protected status is not tolerated. This applies to all terms and conditions of employment including recruiting, hiring, transfers, promotions, terminations, compensation and benefits. Solarians should be familiar with the company policies related to its COMMITMENT TO PRODUCTIVE WORKPLACE RELATIONS, which are found in the Handbook.
• Wellbeing:

  Wellbeing

  We are committed to the protection of our Solarians and property. Threats, intimidation, and violence in our workplace will not be tolerated. You may not possess firearms, other weapons, explosive devices, or dangerous materials in the workplace unless you have prior authorization. Solarians should be familiar with SolarWinds’ NO WORKPLACE VIOLENCE POLICY.; ; SolarWinds strives to maintain a workplace that is free from illegal use, possession, sale, or distribution of alcohol or controlled substances. Legal or illegal substances shall not be used in a manner that impairs a person’s performance of assigned tasks. Solarians should be familiar with SolarWinds’ DRUG AND ALCOHOL ABUSE AND MISUSE POLICY, which is found in the Handbook.; ; SolarWinds respects the confidentiality of personal information of employees and is committed to complying with all applicable laws to maintain employee’s privacy. Personal information includes employee medical and personnel records. Access to personal information is only authorized when there is a legitimate and lawful reason, and access is only granted to appropriate personnel. Requests for confidential employee information from anyone outside SolarWinds under any circumstances must be approved in accordance with our policies and with applicable law. It is important to remember, however, that employees should have no expectation of privacy with regard to information and communications stored or sent on company technology systems. employees should be familiar with company policies related to its COMMITMENT TO EMPLOYEES’ PRIVACY, which are found in the Handbook.

Pricing

• Price: £100.00 to £3,000,000.00 a unit a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 30 day full version product download trials available via SolarWinds website

Service documents

• Pricing document

  ODS

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 richard.giblin@solarwinds.com. Tell them what format you need. It will help if you say what assistive technology you use.