ITHQ LTD

ITHQ Unified Cloud Monitoring

An enterprise, cloud-based monitoring platform that can monitor, alert, enrich tickets and automate responses for any infrastructure requirements.

Features

• Cloud monitoring
• Network monitoring
• Storage monitoring
• Application monitoring
• Infrastructure monitoring
• Container monitoring
• IoT monitoring
• Unified comms monitoring
• Virtual service monitoring
• Physical server monitoring (IPMI, SNMP)

Benefits

• Problem detection.
• Metric collection.
• Visualizations (charting, mapping etc).
• Notifications & remediations.
• Automation playbooks that add rich information and context to alerts
• Automation playbooks that carry out ‘well-known’ fixes automatically

£100 a licence a month

• Education pricing 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 bidteam@ithq.pro. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

869283390888123

Contact

Dale Nursten
02039977979
bidteam@ithq.pro

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: Must have internet access
• System requirements: Min Requirements Linux OS, 2 vCPU, 4gb memory, 100gb storage

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: 8x5xNDB
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Two levels of support are offered: 8x5x4 and 8x5xNBD. Support costs are based on size and complexity of the deployment.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The monitoring solution is easy to install and use, and our team can provide expert guidance to take your usage of the product much further. The Quick Start Services for UCM help you through deployment and ensure that you get the most value out of your investment.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All data is available for export at the end of the contract.
• End-of-contract process: At the end of a contract, you will have the opportunity to collect and transfer any data possible to export. If you request that ITHQ delete all of your data, the request will be processed within 14 days. No additional fees apply.

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: Webpage sizing and layout
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The API is a web based API and is shipped as part of the web frontend. It uses the JSON-RPC 2.0 protocol which means two things: The API consists of a set of separate methods; Requests and responses between the clients and the API are encoded using the JSON format.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Dashboards, queries and even custom automations can be requested.

Scaling

• Independence of resources: Cloud components are hosted in AWS. Rapid increases in CPU, memory, storage, and networking capacity are performed on demand to meet the scaling and performance needs of enterprise customers.

Analytics

• Service usage metrics: Yes
• Metrics types: The monitoring solution is essentially all metric based data.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• 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: Data can be exported using the web frontend or API. Supported export formats are: XML - via the frontend or XML or JSON - via the API
• Data export formats: Other
• Other data export formats:
  • XML - Via the frontend or API
  • JSON - Via the API
• Data import formats: Other
• Other data import formats:
  • XML
  • JSON

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: During the term of Customer’s subscription, the Service will perform in accordance with and subject to this Service Level Agreement (“SLA”). ITHQ's target is 100% System Availability. If the System Availability during a given month is less than 99.95%, Customer may be eligible for a credit (“Service Credit”), which is the sole and exclusive remedy for any failure to meet the SLA.
• Approach to resilience: ITHO maintains a Business Continuity Plan for the UCM platform. The primary goal of this plan is to ensure organisational stability, as well as coordinate recovery of critical business functions in managing and supporting business recovery in the event of disruption or disaster. Thus, the plan accomplishes the following: • Ensures critical functions can continue during and after a disaster with minimal interruption; • Identifies and decreases potential threats and exposures; and • Promotes awareness of critical inter-dependencies. We can share a high-level overview of our Business Continuity Plan for the UCM platform upon request.
• Outage reporting: Email Alerts

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: Only authorised users / groups will be able to access the management interface or support portals.
• Access restriction testing frequency: At least once a year
• 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: 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: QMS International Ltd
• ISO/IEC 27001 accreditation date: 15/03/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: These are available on request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Will be provided by ITHQ upon request.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Policies will be provided by ITHQ upon request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Policies will be provided by ITHQ upon request.
• Incident management type: Supplier-defined controls
• Incident management approach: Policies will be provided by ITHQ upon request.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  ITHQ: We also promote environmental accountability at every opportunity. Our long-term CSR project tackles the issue of irresponsible tech disposal, while providing opportunities for talented people from the countries where tech dumps cause environmental damage. We also provide a car allowance for our employees, incentivised towards electric or hybrid cars. AWS: https://aws.amazon.com/about-aws/global-infrastructure/
• Tackling economic inequality:

  Tackling economic inequality

  We are a fully inclusive employer with a culture based on authenticity, transparency and accountability. All roles are advertised with salary, because we believe in absolute parity and are actively opposed to any kind of discrimination. We hire based on suitability and nothing else.
• Equal opportunity:

  Equal opportunity

  We are a fully inclusive employer with a culture based on authenticity, transparency and accountability. All roles are advertised with salary, because we believe in absolute parity and are actively opposed to any kind of discrimination. We hire based on suitability and nothing else.
• Wellbeing:

  Wellbeing

  The health and wellbeing of our staff is top priority. ITHQ should be a positive, affirming place to work and we make every endeavour to materialise this vision. Everyone gets free medical insurance which includes access to a mental health practitioner plus a generous holiday package. We work with every individual to map their career path and support them in achieving their goals. From their second year, everyone owns shares in the business as well.

Pricing

• Price: £100 a licence a month
• Discount for educational organisations: Yes
• 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 bidteam@ithq.pro. Tell them what format you need. It will help if you say what assistive technology you use.