Net Consulting

End-User Experience Monitoring (Aternity) - UKCloud Hosted (Assured OFFICIAL)

End-User Experience Monitoring (Riverbed Aternity) in Assured OFFICIAL domain provides visibility of all your applications, whether they run on a physical, virtual or mobile device. Net Consulting’s End User Experience Monitoring Service allows you to rapidly diagnose and resolve your end-user issues and boost productivity within your ever technology-reliant workforce.

Features

  • End-user experience monitoring taken from end-user perspective
  • Measurement of user click-to-response business transaction performance
  • Measurement of end-user device resource consumption and stability
  • Auditing of installed software and usage time
  • Before and After change comparison
  • Customisable dashboarding and reporting
  • Application SLA monitoring
  • Secure UKCloud hosted platform operating up to Assured OFFICIAL
  • UKCloud platform, UK based, operated by SC/NPPV cleared personnel
  • Service options: Self-Service and Managed Service available

Benefits

  • IT change validation relating to application performance and stability
  • Prove success of Windows upgrade, Office 365 and datacentre migration
  • Evidence to support optimal hardware upgrade business cases
  • Prioritise application troubleshooting based on end-user perspective measurements
  • Software compliance and end-user device build validation
  • Reduce maintenance costs by identifying unused or over-licensed software
  • Identify non-compliant software usage (shadow IT)
  • End-user asset and software auditing to support ISO/GDPR
  • Facilitate ongoing Business Analysis to support IT investment decisions
  • Proactively manage distributed end-device performance with fewer IT support staff

Pricing

£4.20 to £4.20 per licence

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

222416861402780

Net Consulting

Jonathan Ryan

02920 972020

commercial@netconsulting.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
Service constraints Monthly patching of system which will require brief outages out of normal office hours. However, end-user data is collected on a store-and-forward basis so will not be lost.
System requirements
  • A light-weight agent to be installed on each end-user/VDI desktop
  • Modern web browser to interrogate solution GUI

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 4 hours during business working hours (09:00 - 17:30 Monday to Friday)
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 No
Support levels Net Consulting operates a triage process, which helps decide the order in which incidents are escalated. On preliminary assessment, we apply measures according to the impact of the incident to you. This allows us to categorise incidents from Priority 1 to Priority 4.

Example Support Levels:

PRIORITY 1 - CRITICAL

Priority 1 incidents are likely to critically impact your ability to conduct business. We’ll respond to a Priority 1 incident within 1 hour.

PRIORITY 2 - HIGH IMPACT DISRUPTION

Priority 2 incidents are high-impact problems that interrupt your organisation, but there’s still capacity to continue to be productive. We’ll respond to a Priority 2 incident within 4 hours.

PRIORITY 3 - MINOR IMPACT DISRUPTION

Priority 3 incidents are medium-to-low impact problems that comprise of limited loss of non-critical business functionality. We’ll respond to a Priority 3 incident within 8 hours.

PRIORITY 4 – INFORMATIONAL REQUEST

Priority 4 issues include requests that do not fall within the Priority 1 – Priority 3 classifications. We’ll respond to a Priority 4 incidents within 24 hours.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started The onboarding process will differ according to the project and business need, however a Project Manager will be assigned to each new customer. They will ensure that an initial kick-off meeting is arranged and a Statement of Work detailing our approach, any customer requirements, on and off boarding procedures.

The key steps are:
1. Determine the number of end-user agents required
2. Create customer portal
3. Create role based access accounts
4. Provide customer-specific agents for installation
5. Optionally use professional services to create business transaction monitoring for critical applications
6. Optionally use professional services to create customer dashboard and/or reports
7. facilitate training or agree managed service requirements
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction If requested, historic reports covering the span of stored data can be provided prior to the secure decommissioning of the relevant databases.
End-of-contract process Net Consulting will export requested reports covering the stored data. Access to the portal will be disabled and on final agreement, the database will be purged of all customer data.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install Yes
Compatible operating systems
  • MacOS
  • Windows
Designed for use on mobile devices No
API Yes
What users can and can't do using the API The solution has a RESTful API which returns data in a standard XML/JSON format. A wide range of data is available including application activity, resource usage, application events, custom business transaction timings, installed software and software changes
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation The following can be customised:
Dashboards
Reports
Monitored business transactions (click-to-screen application responses)
Alerting thresholds

All customisation is performed via the web interface

Full role based access is in place. Service users with sufficient rights can customise settings, or Net Consulting as the Managed Service provider can manage this at the customer's request.

Scaling

Scaling
Independence of resources In order to guarantee that users are not affected by the demands from other users, we use resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand.

There are clearly defined guidelines in terms of resource requirements for the solution, and the on-boarding process will determine whether additional resources are required for the customer.

Analytics

Analytics
Service usage metrics Yes
Metrics types User access is logged and withing the customer data, all application usage is recorded.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Riverbed, UKCloud

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 importing and exporting
Data export approach Reports can be exported in HTML, PDF and CSV format direct from the web interface
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • HTML
Data import formats Other
Other data import formats Data collected direct from end-user agent software

Data-in-transit protection

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)
  • Other
Other protection within supplier network The UKCloud hosted platform uses dedicated CAS-T circuits between each site to ensure the protection of customer data in-flight .The data is encrypted within the Assured OFFICIAL platform. All data flows are also subject to an internal protective monitoring service.

Availability and resilience

Availability and resilience
Guaranteed availability 99.95% guaranteed availability
Approach to resilience Objects are automatically replicated across nodes to protect against hardware failure. Services are deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware).
Outage reporting For the fundamental infrastructure all outages will be reported via the Service Status page and the notifications service within the UKCloud Portal.  Outages are identified as Planned maintenance, Emergency maintenance, and platform issues.  In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Username or password
  • Other
Other user authentication Initial validation of user accounts is via 2-factor authentication.
Access restrictions in management interfaces and support channels All user accounts are subject to full role based access control. Only authorised users will be permitted management level access.
Access restriction testing frequency At least once a year
Management access authentication
  • Username or password
  • Other
Description of management access authentication Initial validation of user accounts is via 2-factor authentication.

All user accounts are subject to full role based access control. Only authorised users will be permitted management level access.

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for Between 1 month and 6 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 SOCOTEC
ISO/IEC 27001 accreditation date 26/09/2017
What the ISO/IEC 27001 doesn’t cover There are four areas that are not applicable to Net Consulting's ISO27001 certification, justification has been provided for these exemptions: 9-4-5 Access control to program source code, 11.1.6 Delivery and loading areas, 14.1.2 Securing application services on public networks and 14.2.7 Outsourced development.

UKCloud is also certified
Lloyds Register (LR)
8th May 2012
There are no exemptions to UKCloud certification
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 28/10/2016
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover The Level 1: CSA STAR Self-Assessment certification relates to that of UKCloud. There are no exemptions to this certification
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials Plus (Net Consulting & UKCloud)
  • ISO27018 (UKCloud)
  • ISO2000 (UKCloud)
  • CISPE Code of Conduct Certification (UKCloud)

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards CSA STAR, ISO27001, ISO27017, ISO27018 and ISO20000
Information security policies and processes Net Consulting is ISO9001 and ISO27001 certified. The UKCloud Platform has a number of inter-connected governance frameworks in place which control both how the Company operates and the manner in which it delivers cloud services to its customers. These have been independently assessed and certified against ISO20000, ISO27001, ISO27017 and ISO27018 by LRQA, a UKAS accredited audit body. The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Net Consulting follow the same platform patching regime as the software vendor's internet facing SsaS instance. Changes are managed via the internal Service Operations Centre in accordance with defined ISO9001 policies.
UKCloud has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard. Formal configuration management activities, including record management and asset reporting.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach In addition to the Penetration Test, Net Consulting run vulnerability scans for the solution on a bi-monthly basis. The VA threat source comes directly from the Nessus database and is supplemented by NIST feeds. Critical vulnerabilities will be subject to an emergency Change Advisory Board and patches will be implemented outside of the normal monthly cycle.

UKCloud has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Following best practice from the National Cyber Security Centre, UKCloud protects its Assured platforms with 24x7 enhanced protective monitoring services, vulnerability scanning and assessment.  The approach to protective monitoring at minimum meets the Protective Monitoring Controls (PMC 1-12) outlined in NCSC document GPG13 (Protective Monitoring for HMG ICT Systems).  It includes checks against systems events (SIEM) and network traffic analysis, including time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and status of backups. Any alerts generated are logged and investigated 24x7.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Net Consulting and UKCloud have documented Incident Management policies and processes. These have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 (Net Consulting and UKCloud) and the current ISO20000 and ISO27001 standards (UKCloud). This facilitates the progression of alerts generated by automated monitoring systems, issues identified by Net Consulting or UKCloud personnel, and Incidents identified and reported to Net Consulting or UKCloud by its customers and partners. Incidents are promptly reported into respective central ticketing systems, ensuring each Incident is quickly assigned to an appropriate resource, and its progress tracked and escalated to resolution.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Pricing

Pricing
Price £4.20 to £4.20 per licence
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Proof of Concept

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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