Splunk Enterprise - ITOPS, Security and Analytics
Monitor and analyse machine data from any source to deliver Operational Intelligence to optimise your IT, security and business performance. With intuitive analysis , machine learning, applications and open APIs, Splunk Enterprise can be delivered from both public and private cloud.
Specialist services include scoping, implentation and support.
- Requirements gathering
- Solution definition
- Strategy and planning
- Bespoke development
- Health checks
- Design & Architecture
- Improved Operations
- Improved insights
- Scalable solutions
- Integrated solutions
- Improved productivity
- Improved decision making
- Iimprove data accessibility
- Enhanced Security
- Monitoring of entire infrastructure & application estate
£2520 per instance per year
- Free trial available
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|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||Please refer to the service definition document for details.|
|Cloud deployment model||
Constrains : planned maintenance and upgrades
Please refer to the service definition document for details.
|System requirements||This varies depending on the customer requirement|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Our standard SLA for response is 2 hours|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Perfect Image customers benefit from a support desk of highly trained and certified application engineers that are all UK based.
Support is defined into five key areas that also help form the service level agreement with our customers and to ensure it meets your organisation’s needs. These include:
• Service Definition
Including start and end date whilst also stating all key contacts and level of support provided.
• Incident Management
Under ITIL an Incident is any sort of problem or service request submitted by the Customer to Perfect Image. Perfect Image’s Service Desk, which will log and respond to all Incidents, operates during our Normal Hours of Coverage which is between 8:00am and 6:00pm, Monday through Friday excluding public holidays. Out of hours’ support is also available on request.
Our service levels are detailed below
• Critical - 4 hour target resolution
• High - 7.5 hour target resolution
• Medium - 22.5 hour target resolution
• Low - 75 hours target resolution
Costs - We have a single rate for all level of support as it is the nature of the incident that will confirm its support status. We provide cloud support engineers as part of this service.
|Support available to third parties||Yes|
Onboarding and offboarding
The following services form the basis of on-boarding a customer.
- Implementation, training & consultancy. Each of these can be delivered remotely or on-site.
- Professional services post Go-Live. Business Intelligence and analytics solutions are expected to evolve as your organisation benefits from the features of the software and the maturity in using it increases. It is therefore expected that additional professional services may be required from Perfect Image after the system has gone live. We work closely with customers to ensure your own in house service skills are met, but in some instances your team may require additional services for areas such as customisation and training.
- Ad-hoc hosting services. The hosting of your BI and analytics solutions is linked to your licensing, user numbers and capacity requirements. We work with each client to confirm the estimated cost of a complete service and is dependent on the recommended product and solution.
User documentation can be provided on request.
|End-of-contract data extraction||
Off-boarding with Perfect Image is a straightforward procedure and the customer has provided one month’s notice to cancel in writing.
Perfect Image can facilitate a copy of all data stored and then arrange to delete all data associated with your organisation. The format of the data would be agreed in advance to ensure there is a smooth transition off the service being provided.
Each customer will have different requirements and Perfect Image will work closely to understand and support Off-boarding. Services to support this would be charged for on a time and materials basis.
- Data Extraction charges
The data required and associated effort will vary from one organisation to the next. The Perfect Image team will work to forecast the effort required to extract data. All work would be delivered on a time and materials basis.
- Licence charges
In the event that an organisation wishes to terminate their license, one full month’s notice must be provided in writing for SaaS solutions. A final charge will then be made for the next full month. In the case of perpetual license being deployed in the cloud, these would have been purchased in advance.
- Professional Services charges
The customer will be charged for any service provision provided during the month of the termination. All incurred expenses will also be re-charged i.e. travelling, accommodation, booking and administrative work.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Please refer to the service definition document for details.|
|What users can and can't do using the API||Please refer to the service definition document for details.|
|API sandbox or test environment||No|
|Description of customisation||Please refer to the service definition document for details.|
|Independence of resources||This is a privately hosted solution with no shared computing resource with other clients. We would size the hosting in accordance with planned usage to minimise any variations in the application performance.|
|Service usage metrics||Yes|
|Metrics types||Please refer to the service definition document for details.|
|Reporting types||API access|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Splunk|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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 every 6 months|
|Penetration testing approach||In-house|
|Protecting data at rest||Physical access control, complying with CSA CCM v3.0|
|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||There are export facilities within the application and the formats are extremely varied. The facility to access this functionality would be limited to those with administration access or people identified with the need for this functionality as part of the governance and security review at the start of the project.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||Private network or public sector network|
|Data protection within supplier network||Legacy SSL and TLS (under version 1.2)|
Availability and resilience
|Guaranteed availability||Each customer can stipulate the level of availabiity that needs to be guranteed. We will then implement the services required to meet this.|
|Approach to resilience||This is available on request|
|Outage reporting||We monitor all services proactivley through the use of dashboards, email and text alerts.|
Identity and authentication
|User authentication needed||Yes|
|User authentication||2-factor authentication|
|Access restrictions in management interfaces and support channels||We restrict access by user, security and job role.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
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||Users have access to real-time audit information|
|How long supplier audit data is stored for||At least 12 months|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Please refer to the service definition document for details.|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||We have an ISSM library which is aligned to GDPR 2018 and the governments Cyber Essentials scheme. We also are aligned to 27001 Annex A.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Changes are asssesed for potential security Impact inline with ITIL best practice|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||Daily vulnerability testing on external IP ports, scheduled patch management and background Antivirus.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||We deploy an Opsview platform as a NOC central monitoring facility. This uses proactive round robin monitoring and testing across agreed client threshholds. Red Amber Green reporting against these threshholds.|
|Incident management type||Supplier-defined controls|
|Incident management approach||Controlled through our support desk. We follow an ITIL aligned Incident Management process. We carry out the following steps:- Identify and log incidents/Calssify and Prioritise/Investigate and Diagnose/Resolution and Recovery/Close incident|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£2520 per instance per year|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||Please refer to the service definition document for details.|