Artificial Intelligence for Operations Service
An AI platform for IT operations, powered by purpose-built machine learning algorithms. Reducing and correlating alerts together; an AIOps platform to suggest probable root cause which enables cross-team collaboration to solve incidents faster. Improve the detection and remediation of incidents, ensuring continuous service delivery of your business and lower costs.
- IT monitoring and event correlation using Artifical Intelligence
- Reduce your alert volume by 90% through mathematical analysis
- Reduce the amount of service desk tickets
- 50+ integrations with IT monitoring, automation, service management tools
- Makes collaborating across support teams and tools quick and painless.
- Fix automation through learning from the past problems
- Save money by significant reduction in time to identify problems
- Save money by significant reduction in time to resolving problems
- Significantly improve the availability of IT systems
- Improve customer service
- Helps teams collaborate better to resolve issues and save money.
|Software add-on or extension||Yes|
|What software services is the service an extension to||AIOPS relies on data and events from other Log management, event management, service desk tools, monitoring tools.|
|Cloud deployment model||
Will run on AWS or Azure, please ensure the appropriate OS is used.
Red Hat Enterprise Linux® (RHEL) and CentOS Linux.
|Email or online ticketing support||Email or online ticketing|
|Support response times||Within 4 hours|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||None or don’t know|
|How the web chat support is accessible||Moogsoft has embedded situation rooms where teams collaborate within incident response. They have a chatops rooms for share files or using scripts.|
|Web chat accessibility testing||Moogsoft has embedded situation rooms where teams collaborate within incident response. They have a chatops rooms for share files or using scripts.|
|Onsite support||Yes, at extra cost|
We can provide email, telephone and onsite support:
Silver support, 9 to 5 Monday to Friday (exc bank Holidays) is included;
Gold support, 24 by 7 days a week, is extra at 10% of the annual license;
Onsite support is available at on a T & M basis at a day rate of £900;
We can provide an option for a technical account manager and or a cloud support engineer at an extra charge.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Initial workshop with stakeholders involved with IT Incident management and identification of the third party monitoring tools and or data required to feed the AIOPS AI engine. Training is provided either onsite or remotely, virtual or offline. The solution will be fully documented.|
|End-of-contract data extraction||At the end of the contract data can be exported in a format that is acceptable to the client at no extra charge.|
|End-of-contract process||At the end of the contract, the client has the right to their data in whole or part. The client must provide 1 months notice of termination prior to the annual renewal of the service and once this notice is given we will provide any data held to the client in a format that is compatible with our service at no extra cost.|
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||Linux or Unix|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Yes it will work with any mobile device with browser access. The service is provided via a web url.|
|Description of service interface||The interface presented to the user is role based, so an Admin user will have more options for configuring the application than a regular User.|
|Accessibility standards||WCAG 2.1 A|
|Accessibility testing||The interface presented to the user is role based, so an Admin user will have more options for configuring the application than a regular User.|
|What users can and can't do using the API||AIOPS comes with a REST API. Intergration through the API will be set up and supported through implementation services. This is mainly for data ingestion. The REST API can be connected with a Service Ticketing system. Moogsoft supports integration with the following 3rd party ticketing: Cherwell, JIRA Service Desk, JIRA Software, Remedy, ServiceNow. And can integrate with over 50 monitoring applications, such as Splunk, Sumo Logic, New Relic and Nagios.|
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||Moogsoft AIOPS integrates with over 50 different monitoring and third party tools and is highly customizable. The customer can customise using Webhook. This customisation can be provided by Moogsoft, Xiaa Solutions or customer third party qualified engineer.|
|Independence of resources||We provide a single tenant solution that will be unaffected by demand from other users provided that the client specifies dedicated infrastructure. This solution will be provided and implemented based on the specific customer requirement outlined in an agreed statement of works and in isolation to any other third party users. The solution scales to support tens of thousands of managed Devices (MDs).|
|Service usage metrics||Yes|
|Metrics types||We will provide usage metrics for the service as required.|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Moogsoft|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing 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||Another external penetration testing organisation|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||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||No extra charge for exporting user data. This will be provided in a specified format with in agreed acceptable timescales.|
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||Moogsoft shall use commercially reasonable efforts to make the SaaS Product generally available twenty-four (24) hours a day, seven (7) days a week at a rate of 99.5% uptime (“Uptime Commitment”), except for: (i) planned downtime, which shall be any period for which Moogsoft gives eight (8) hours or more notice that the SaaS Product will be unavailable; (ii) any unavailability caused by circumstances beyond Moogsoft’s reasonable control, including without limitation, computer or telecommunications failure or delays involving hardware or software not within Moogsoft’s possession or reasonable control, and network intrusions or denial of service attacks; (iii) a disruption in the connection between the server on which Product is located based on a failure of the End User’s connection to the public Internet or a general failure of the public Internet not related specifically to Moogsoft’s SaaS infrastructure; and (iv) time the server is unavailable due to unavailability resulting from the improper use of SaaS Product by End User.|
|Approach to resilience||Moogsoft’s SaaS Product (servers, infrastructure, and storage) is hosted by either Amazon Web Services (AWS) or Microsoft Azure. Every server is operated in a fully redundant failover pair to ensure high availability. Data is backed up nightly, stored redundantly and can be restored rapidly in case of failure. Security updates and patches are actively evaluated by engineers and are deployed based upon the security risk and stability benefits they offer to the SaaS Product and End Users.|
|Outage reporting||Systems and Network activity is actively monitored by a team of engineers 24/7. Failed authentication attempts are audited and engineers are paged immediately so that any possible intrusicoveron or threat can be investigated promptly. Outages can be reported via the REST API and or email alerts.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Yes|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users receive audit information on a regular basis|
|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||United Kingdom|
|ISO/IEC 27001 accreditation date||1/6/2018|
|What the ISO/IEC 27001 doesn’t cover||Clarification will be provided on application.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||United Kingdom|
|CSA STAR certification level||Level 3: CSA STAR Certification|
|What the CSA STAR doesn’t cover||Clarification will be provided on application|
|Who accredited the PCI DSS certification||Moogsoft are accredited|
|PCI DSS accreditation date||1/6/2016|
|What the PCI DSS doesn’t cover||Clarification will be provided on application|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
Access to Moogsoft SaaS Product infrastructure and data is secured by multiple authentication challenges including RSA and DSA key pairs, passwords, and network access control lists. Infrastructure and data access is restricted to Moogsoft employees and contractors, all of whom are under strict confidentiality agreements. Standard firewall policies are deployed to block all access except to ports required for the SaaS Product and agent communication.
For Moogsoft user interface access, we use TLS1.2 with AES 256 bit encryption, terminated at the server to ensure end-to-end security over the wire. Moogsoft is also able to restrict user interface access to End User corporate networks for additional security.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
Xiaa will tightly manage the configuration and change management process through the life of the contract.
Moogsoft’s SaaS Product (servers, infrastructure, and storage) is hosted by either Amazon Web Services (AWS) or Microsoft Azure. Every server is operated in a fully redundant failover pair to ensure high availability. Data is backed up nightly, stored redundantly and can be restored rapidly in case of failure. Security updates and patches are actively evaluated by engineers and are deployed based upon the security risk and stability benefits they offer to the SaaS Product and End Users.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Vulnerability will be managed by tightly monitoring the system performance and patches where needed will be deployed within satisfactory agreed timescales. Moogsoft works with well known potential threat advisor organisationed who provide threat risk on a daily basis.
Every server is operated in a fully redundant failover pair to ensure high availability. Data is backed up nightly, stored redundantly and can be restored rapidly in case of failure. Security updates and patches are actively evaluated by engineers and are deployed based upon the security risk and stability benefits they offer to the SaaS Product and End Users.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Systems and Network activity is actively monitored by a team of engineers 24/7. Failed authentication attempts are audited and engineers are paged immediately so that any possible intrusicoveron or threat can be investigated promptly. Standard firewall policies are deployed to block all access except to ports required for the SaaS Product and agent communication.|
|Incident management type||Supplier-defined controls|
|Incident management approach||
Xiaa provide first line and back off 2nd and 3rd line support to Moogsoft. Severity one instances are followed up within 30 minutes of contacting telephone support. Moogsoft will provide a Work-around or Restoration within 4 hours from the Initial Response Time.
Severity two, within 4 hours. Moogsoft shall provide a reasonable Work-around, if available, within 16 hours from the Initial Response Time.
Severity 3 and 4 are outlined in our support addendum document attached.
Incidents reported through telephone, email and online self-service portal.
For Severity 1 Issues, a Post Incident Review (PIR) can be requested by the End User.
|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||Yes|
|Other public sector networks||Data can be forwarded from any source|
|Price||£40 per device per year|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||30 to 60 days that can test the system. We can provide assistance to ingest data using the REST API. This is a limited sandbox environment used to test the different file and data formats. We can help to set up an evaluation in your own environment.|
|Link to free trial||Www.xiaa.co.uk/contact|