Tekwurx Limited

EasyVista EV Observe

EV Observe is a SaaS agentless monitoring platform that provides predictive monitoring and performance analysis to support IT services.

It provides predictive monitoring for infrastructure, networks, systems, applications, and business services.

AIOps processing, which combines artificial intelligence and big data, automates incident detection and resolution before alerts are triggered.

Features

• Real-time monitoring and reporting of service availability and performance
• Real-time monitoring and reporting of all infrastructure components
• AIOPs automates the detection and resolution of service-impacting events
• Easily share service performance through dynamic business dashboards and widgets
• Alert support personnel through their channel of choice
• Automatic support ticket creation and closure
• Real-time access via the mobile application

Benefits

• Increase efficiency and business satisfaction by predicting and avoiding downtime
• Reduce on-call costs and ensure service availability
• Reduced downtime by identifying service failure root cause more quickly
• Reduce false alarms by 30% through dynamic thresholds

£5,350 a transaction a year

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

Framework

G-Cloud 14

Service ID

696896023557381

Contact

Keith Pound
+44 208 148 3717
keith@tekwurx.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: EasyVista Platform, including EV Service Manager, EV Reach, EV Orchestration
• Cloud deployment model: Public cloud
• Service constraints: No specific constraints. The service is available according to the SLAs.
• System requirements: A monitoring server must be installed in the customer's estate

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: S1: 24x7, 1 clock hour; S2: 7:00-19:00, Mon-Fri (excluding public holidays), 4 business hours; S3: 7:00-19:00, Mon-Fri (excluding public holidays), 8 business hours; S4: 7:00-19:00, Mon-Fri (excluding public holidays), 12 business hours
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: S1: 24x7, 1 clock hour; S2: 7:00-19:00, Mon-Fri (excluding public holidays), 4 business hours; S3: 7:00-19:00, Mon-Fri (excluding public holidays), 8 business hours; S4: 7:00-19:00, Mon-Fri (excluding public holidays), 12 business hours; ; We will provide a named Customer Success Manager
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: All new customers receive administrator and user training as part of the Tekwurx EasyStart implementation service. This training is usually delivered remotely but can also be on-site if preferred.; All configuration changes are documented.; There is also a wiki: https://wiki.easyvista.com/
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: When a contract with EasyVista ends, the following data extraction and destruction procedures are followed:; ; Data Extraction: All customer data is returned to the customer to ensure they retain full ownership and control of their information.; ; Destruction of Virtual Assets: Dedicated virtual machines used for the customer’s services are destroyed within 15 days after contract termination to prevent reuse.; ; Data and Backup Deletion: All customer data and backups older than 10 days are securely deleted, except for necessary copies retained for disaster recovery and compliance purposes.; ; These steps are part of EasyVista's commitment to secure data management and compliance with data protection regulations at the end of service contracts.; ; The backups in our possession are then destroyed once the client has confirmed safe receipt and reading of this data.
• End-of-contract process: Customers' data is deleted at the end of the contract.; The Client can delete the data.; In the event of non-action by the Client, Coservit deletes the Client's account from the Service's web interface Cloud.; A 30-day retention on the Client's account Backups of test databases (sandbox).

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The product is HTML5-based on the desktop and mobile, so the differences are minimal.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Via a web browser
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Unknown
• API: Yes
• What users can and can't do using the API: The API gives access to too many aspects of EV Observe to quote in this document. Please refer to the documentation for the full list.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: The EV Observe architecture is scalable. It can be reviewed and modified based on changes in your requirements. You can, therefore, start your project with a well-defined scope (modules used, number of users, etc.) and extend it to fit your needs. Our teams will manage this extension, working closely with you to ensure the process is as transparent as possible.

Analytics

• Service usage metrics: No

Resellers

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

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
• 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
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: An export consists of extracting data from records in the Service Manager database.; The export takes into account all records included in the active filter currently applied when the export is run.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: Firewall, WAF, IPS/IDS, Antivirus

Availability and resilience

• Guaranteed availability: This service is available 7 days a week and 24 hour a day outside of the maintenance periods specified below.; ; We guarantee 99.9% availability (calculated over a quarter, excluding scheduled maintenance periods).; ; Scheduled maintenance periods must not exceed 2 hours per month
• Approach to resilience: Available on request
• Outage reporting: Incident Detection: Continuous monitoring alerts the operations team to disruptions.; Customer Notification: Affected customers are promptly notified via email or support tickets.; Regular Updates: Updates are provided until the issue is resolved.; Post-Mortem Analysis: A detailed report is shared with customers after resolving the outage, explaining the cause and the resolution process.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Service Engine has the following means of authentication:; ; Authentication via the application's internal employee database.; Authentication via your LDAP/AD directory(ies).; Authentication via an SSO compatible with our services.
• Access restrictions in management interfaces and support channels: Access to the data of Service Manager is secure and is based on the following concepts:; ; profiles: restriction of access to areas of the interface;; domains: restriction of access to data;; management of employee access: identification of employees with access to the application, by assigning them a login/password and a profile;; password management: securing resources and services to which access is limited and protected; the encryption of passwords is performed with the EasyCrypt utility.
• 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
  • Other
• Description of management access authentication: Authentication via the application's internal employee database.; Authentication via your LDAP/AD directory(ies).; Authentication via an SSO compatible with our services. ; MFA

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: You control when users can access 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: Yes
• CSA STAR accreditation date: Unknown
• CSA STAR certification level: Level 5: CSA STAR Continuous Monitoring
• What the CSA STAR doesn’t cover: Unknown
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC2 Type 2
  • SOC3 Type 2
  • ISAE 3402

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 follow the NIST security governance standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use procedures to perform configuration and change management according to level of criticity and impact of the change or incident.; All the changes of the components are tracked on our Configuration Management Database (CMDB). The components are permanently scanned to find vulnerabilities
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Regular Vulnerability Scans: Weekly scans with tools like Qualys to detect vulnerabilities.; Penetration Testing: Regular tests based on OWASP guidelines to identify potential security weaknesses.; Patch Management: Swift application of security patches to fix vulnerabilities.; Third-Party Audits: External audits to verify the effectiveness of security measures.; Continuous Monitoring: Ongoing monitoring to detect and respond to new security threats.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The platform is automatically monitored by various tools for this purpose. Alerts are also automatically sent to the EasyVista SOC team.; ; Aspects covered by monitoring are:; ; The data integration process.; The users connected to the service.; The workload coming from application services.; The slowest requests executed on the platform.; The use of disk space allocated under the contract.; ; Availability of the service, IP addresses and the database is automatically checked every 30 seconds
• Incident management type: Supplier-defined controls
• Incident management approach: The Prepare phase involves implementing controls to prevent incidents from occurring in the first place.; ; The next phase of Detect and Identify kicks off the Observe, Orient, Decide, and Act (OODA) loop.; ; From the OODA loop, the Contain and Eradicate phases are next.; ; The Recovery phase is the process of implementing mitigations against the incident that has taken place and making sure that the threat is fully eradicated.; ; The final phase is Lessons Learned. Be sure all employees and involved individuals know where the organization made improvements and why those improvements will help protect the network in the future.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Tekwurx cloud solutions and services assist in COVID-19 recovery efforts by:; 1. Facilitating remote work setups, allowing businesses and organisations to continue operations while adhering to social distancing measures.; 2. Tekwurx Cloud services offer scalability and flexibility, enabling organisations to quickly scale up or down their IT resources based on fluctuating demands

  Covid-19 recovery

  Tekwurx cloud solutions and services assist in COVID-19 recovery efforts by:; 1. Facilitating remote work setups, allowing businesses and organisations to continue operations while adhering to social distancing measures.; 2. Tekwurx Cloud services offer scalability and flexibility, enabling organisations to quickly scale up or down their IT resources based on fluctuating demands

  Tackling economic inequality

  Tekwurx Cloud Solutions and Services can tackle economic inequality by fostering inclusive practices within the company, investing in communities, and advocating for policies that promote economic justice and opportunity for all.

  Equal opportunity

  TekWurx Cloud Solutions and Services promotes equal opportunities in several ways:; 1. We implemented diverse hiring practices that ensure our workforce represents various backgrounds, including gender, race, ethnicity, and socio-economic status. This promotes equal opportunities within the company itself.; 2. We offer training and development programs that help all our team develop the skills they need to advance within the company; 3. We ensure that promotions and opportunities for advancement within the company are based on merit rather than factors such as gender or ethnicity. This creates a level playing field for all employees.

  Wellbeing

  By focusing on efficiency, flexibility, security, collaboration, customer satisfaction, and employee development, TekWurx's cloud solutions and services can significantly promote well-being within its team and customer base.

Pricing

• Price: £5,350 a transaction a year
• Discount for educational organisations: No
• Free trial available: No

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