CDW LIMITED

CDW Cisco ThousandEyes

ThousandEyes helps its customers see all the networks and services that make up user experience in a single view, from synthetic transactions and service availability to network paths and global Internet routing feeds. Patented cross-correlation algorithms and interactive visuals makes it easy for you to plan service rollouts, isolate-problems, take-action-and-resolve-issues-faster.

Features

• BGP Monitoring
• End Point Agents
• Enterprise Agents
• Cloud Agents
• Application Security, active identification and vulnerability blocking
• Collect Metrics and Data, perform Analytics
• Bring them to life with visualisations and dashboards.
• Monitor and alert on deviation from normal behaviour.

Benefits

• Monitor Internal and External BGP Prefixes
• Real-time visibility into each employee’s experience of SaaS
• Site based Digital Experience Monitoring
• Global Internet View - Outside In
• Automated Root cause analysis using ML & AI

• Free trial available

Service documents

• Pricing document

  ODS

• 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 tenders@uk.cdw.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

943713764337650

Contact

Andy Wood
0161 837 7744
tenders@uk.cdw.com

About your service

• Service categories:

  Systems Infrastructure Software

  Network

  Network management

  • Network performance management (NPM)
  • Network operations management (NOM)
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Endpoint Agent: Windows, OSX
  • Enterprise Agent: VMware, Hyper-V, IntelNUC, RaspberryPi, Cisco IOS, Linux, Docker
  • Cloud Agent: None - Fully SaaS solution.

User support

• Email or online ticketing support: Yes
• Support response times: For customers, within 60 seconds
• 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: Yes
• 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: As a customer or trial user
• Web chat accessibility testing: N/A
• Onsite support: No
• Support levels: On Line Chat 24x7 365 days
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: On Boarding Service
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Users do not typically need to extract data at the end of a contract. However data can be extracted in a number of different file types and using the API.
• End-of-contract process: Access to the SaaS Platform is turned off
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Through the following link https://docs.thousandeyes.com/product-documentation/getting-started

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: N/A
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: ThousandEyes application is a Web GUI interface and accessible from desktop browsers and phones.
• Accessibility standards: None or don’t know
• Description of accessibility: Our UX goal is to align with WCAG AA standards. https://www.cisco.com/c/dam/en_us/about/responsibility/accessibility/downloads/vpats/VPAT_Cisco_ThousandEyes_July2021.pdf
• Accessibility testing: See VPAT: https://www.cisco.com/c/dam/en_us/about/responsibility/accessibility/downloads/vpats/VPAT_Cisco_ThousandEyes_July2021.pdf
• API: Yes
• What users can and can't do using the API: 3rd Party Integration
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: ThousandEyes is a SaaS solution built to scale in line with new users onboarding and existing customer organic growth.

Analytics

• Service usage metrics: Yes
• Metrics types: Agent Status; Platform & API Status; Alerts & Notification Status; Public and Private BGP; Agent Repositiories and Downloads; Account usage
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: In close collaboration with security teams at Cisco Systems and the ThousandEyes product team, the ThousandEyes security organization oversees all aspects of data protection: business, physical, and technical security and privacy. This also includes audit and compliance, as well as overall risk management. A ThousandEyes Information Security Steering Committee (ISSC) has been established to approve the security operating model, corporate security policies, and risk management plan. This committee also monitors the overall effectiveness of the company’s Information Security Program, including worker security awareness.
• 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

Data importing and exporting

• Data export approach: Data can be exported in the portal in XML and PDF format. Data can also be exported using the ThousandEyes API. https://developer.thousandeyes.com/
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON, API, Infrastructure-as-Code tooling, orchestration/automation tooling.

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: The ThousandEyes USPMF has defined and implemented security requirements as part of processes supported by operational procedures and training to help ensure that customer data is always protected.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: In close collaboration with security teams at Cisco Systems and the ThousandEyes product team, the ThousandEyes security organization oversees all aspects of data protection: business, physical, and technical security and privacy. This also includes audit and compliance, as well as overall risk management. A ThousandEyes Information Security Steering Committee (ISSC) has been established to approve the security operating model, corporate security policies, and risk management plan. This committee also monitors the overall effectiveness of the company’s Information Security Program, including worker security awareness.

Availability and resilience

• Guaranteed availability: 99.5%.
• Approach to resilience: All critical information resources at ThousandEyes are operated in industry-leading IaaS environments or datacenters built to Tier III requirements, including redundant capacity components, multiple independent distribution paths serving the data processing footprint, and redundant Internet connectivity. There is sufficient mechanical electrical and plumbing (MEP) capacity to meet the needs of the data processing systems even when one of these redundant MEP components has been removed from the infrastructure. All ThousandEyes systems and applications also have recovery plans that have been tested. ThousandEyes production networks are also protected from distributed denial of service attacks (DDoS attacks).
• Outage reporting: Status page and email notifications: https://status.thousandeyes.com/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Username and password or SSO.
• Access restrictions in management interfaces and support channels: Role based access control.
• 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
  • Other
• Description of management access authentication: Single sign on with multi factor authentication. All devices that receive certificate based remote VPN access to Cisco are subject to enrollment in the dedicated Mobile Device Management (MDM) solution.

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: At least 12 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cross Border Privacy Riles Program; Privacy Recognition for Processors Program; Bureau of Industry and Security U.S. Department of Commerce requirements; All other relevant national and local legal, regulatory and contractual requirements
• Information security policies and processes: We start with a solid management foundation through adoption of the widely recognized and respected ISO/IEC 27001 standard for our information security management system. Our privacy information management system is based on and certified by ISO 27701.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ThousandEyes uses the Cisco Secure Development Lifecycle (CSDL), a repeatable and measurable process designed to increase Cisco product resiliency and trustworthiness. Static source code analysis and peer code review are vital steps in the process. Furthermore, our secure software development lifecycle design and deployment methodologies are continually being enhanced to keep pace with current best practices and stay ahead of the latest threats. Formalized change management procedures have been developed and put into operation to control software and hardware in the production environment.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The following processes are in place for system vulnerabilities:; Weekly network enumeration.; Asset classification.; Weekly vulnerability scanning, all scans are done from internal trusted network to improve visibility. Also a scan from external network to see real exposure and as part of change management monitoring.; Vulnerability prioritization and assignment. If vulnerability is found ticket are assigned to the Operations team.; Vulnerability remediation by the asset owner.; Closure. Ticket management is fully automated through its lifecycle, vulnerability scanning has to confirm vulnerability as no longer detected before closing ticket.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The following processes are in place for system vulnerabilities:; Weekly network enumeration.; Asset classification.; Weekly vulnerability scanning, all scans are done from internal trusted network to improve visibility. Also a scan from external network to see real exposure and as part of change management monitoring.; Vulnerability prioritization and assignment. If vulnerability is found ticket are assigned to the Operations team.; Vulnerability remediation by the asset owner.; Closure. Ticket management is fully automated through its lifecycle, vulnerability scanning has to confirm vulnerability as no longer detected before closing ticket.
• Incident management type: Supplier-defined controls
• Incident management approach: The Cisco Product Security Incident Response Team (PSIRT) manages the receipt, investigation, and public reporting of security vulnerabilities related to Cisco products and networks. The team works with Cisco customers, independent security researchers, consultants, industry organizations, and other vendors to identify possible security issues with Cisco products and networks.; ; PSIRT - Receives reports about Cisco Products Security issues from many resources: industry, customers, engineers, product developers, hackers Cisco has a confidential case system and an assessment CVSS that is used to rate the risk. The higher the score, the more risk the vulnerability. Cisco uses a 1- 10 scale.
• Post-quantum cryptography secure: No

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

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: End User Monitoring free for 15 days - https://www.thousandeyes.com/signup/
• Link to free trial: https://www.thousandeyes.com/signup/

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0.5%
• Between £1,000,001 and £2,500,000: 1%
• Between £2,500,001 and £5,000,000: 2%
• Over £5,000,001: 2.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Tuesday 15 July 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Friday 14 July 2023
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Worldpay
• PCI DSS accreditation date: Tuesday 11 March 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 589cb06d-71a8-43f6-81a1-eda062104f56
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 4f861f6b-f0f0-44fa-a807-6049b0d9bfdc
• Other security certifications: No

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
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting 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 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • 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
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • 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
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  ODS

• 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 tenders@uk.cdw.com. Tell them what format you need. It will help if you say what assistive technology you use.