SOMERFORD ASSOCIATES LIMITED

Splunk Observability Cloud

Splunk's Observability Suite addresses your need to analyse customer experiences and detect, troubleshoot and find root causes to incidents across a cloud-native or hybrid environment.

Consisting of Splunk IT Service Intelligence (ITSI), Infrastructure Monitoring (SIM), Application Performance Monitoring (APM), Real User Monitoring (RUM), Splunk Synthetic Monitoring and Splunk On-Call.

Features

• Collects metrics, traces, logs and profiles from any source
• Powerful search, analysis and visualisation capabilities
• Real-time analysis for operational intelligence and business reporting
• Quickly determine the origin of an incident and its root-cause
• Machine Learning and Artificial Intelligence for predictive alerting
• Provides business and service context to prioritise incident investigation
• AIOps provides service insights, event analytics and automated remediation
• Physical and virtual infrastructure monitoring
• Cloud monitoring and microservices with Application Performance Monitoring APM
• Synthetic Monitoring of Real User Journeys, Visualising your Users Experience

Benefits

• Ensure Service Performance with Full Visibility, with AIOps
• Automate alerts, remediation and incident workflows- faster resolution time
• Delivers a central, unified view of critical IT services
• Uses machine learning to detect patterns and dynamically adapt thresholds
• Consolidate capabilities, reduce platform and application specific tools
• Make on-call less frustrating and improve business outcomes
• Improve hybrid cloud performance with instant visibility and real-time alerts
• Find and Fix customer-facing issues across web and mobile
• Insight into cloud-native, microservice and monolithic applications with code-level visibility
• Drill through and across metrics, traces and logs

• 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 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

816532205848388

Contact

Penny Harrison
07897075103
info@somerfordassociates.com

About your service

• Service categories:

  Application Development and Deployment

  Integration and orchestration

  Integration software

  • Integration Platforms
  • Connectivity Adapters and Plug-In Software

  Event stream processing

  • Stream Processing Software
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Web Browser with an internet connection
  • Recommended: Splunk OTEL Collector (for sending data)

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: Splunk can provide free evaluation licences. Somerford Associates will provide Professional Services to help plan and execute your deployment and offer a full catalogue of training services to support the deployment.
• 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: If a licence is terminated we can provide Professional Services at extra cost to help the Buyer to migrate their analytic needs to another supplier.
• Documentation accessibility standard: EN 301 549

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 Mobile App for Splunk Core or ITSI provides visualisations, alerting and interactivity to execute actions from a finger press.; ; Native Splunk On-Call mobile for iOS and Android provides full incident response functionality without opening your desktop. Work from where you want with on-the-go-acking
• Service interface: No
• User support accessibility: EN 301 549
• API: Yes
• What users can and can't do using the API: Observability Cloud APIs let you:; • Send metrics and metrics metadata to Observability Cloud; ; • Update existing metrics; ; • Send custom events to Observability Cloud; ; • Create, retrieve, update, and delete charts, dashboards, and dashboard groups; ; • Create, retrieve, update, and delete detectors that notify you of anomalies in metrics; ; • Analyze metrics using SignalFlow; ; • Integrate third-party web services, authentication services, and notification services with your organization; ; • Manage your organization
• API documentation: Yes
• API documentation formats:
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The user is able to configure dashboards, alerts, reports and underlying target data sources. Configuration can be through each elements webUI, specific CLI tools, or various REST endpoints

Scaling

• Independence of resources: Splunk Observability Cloud uses limits, metrics and gates on the processing layer to stop one customer's usage affecting that of another. This is monitored by the Splunk Operations team.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics including current subscription limits, along with current and historical usage vs these limits. Also rate limiting and throttling metrics are available
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

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

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:
  • 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. We can help the buyer to enable a similar configuration suitable for their data at rest protection.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

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 also be exported from the web user interface. Data definitions for objects created can also be exported
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• 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)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 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.
• Approach to resilience: Splunk Observability Cloud uses a distributed architecture across multiple regions
• Outage reporting: Splunk provides a cloud monitoring console to monitor the health of your Splunk environment. Email alerts are also available.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Splunk Observability Clouds lets you restrict access to certain features to specific groups of users using role-based access control (RBAC). You assign roles to users. A role contains a set of capabilities. These capabilities define what actions are available to roles. For example, capabilities determine whether someone with a particular role has the capabilities to create detectors or dashboards.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • 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: User-defined
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: User-defined

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.; ; Splunk Observability Cloud has an annual SOC 2 Type II audit report issued. The SOC 2 audit assesses an organisation’s security, availability, process integrity, and confidentiality processes to provide assurance about the systems that a company uses to protect customers’ data.
• Software Security Code of Practice: Yes

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.
• 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 efforts to supply patches.
• 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.
• 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.
• 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: Yes
• Free trial available: Yes
• Description of free trial: Free for 14 Days. Explore the benefits of Splunk Infrastructure Monitoring, Splunk APM, Splunk RUM, Splunk Synthetic Monitoring and Splunk Log Observer Connect, all in one interface (one user seat).
• Link to free trial: https://www.splunk.com/en_us/download/o11y-cloud-free-trial.html

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.