Assure APM Limited

Assure APM

Assure APM design, monitor and manage the IT estate and incorprates.
End User Experience Monitoring Software
Segmentation Security Software – Zero-Trust
Application Intelligence forensics Software
Network Performance Monitoring Technology and Software
The elements above can be provided individually or in any mix.

Features

• Applications Intelligence performance analysis
• Provides performance audit trail
• Rapid deployment saving time and resources
• Automatic fault isolation and identification processes
• Integrates with service Desks
• Application Performance Insights
• User Experience and Business Insights
• Asset optimsation through automatic discovery and resource consumption analysis
• User Experience and Business Insights
• Cloud-Native Ecosystem Visibility

Benefits

• Derive maximum benefit from application deployment
• Achieve optimum end user performance and productivity
• Maximise end user satisfaction
• Substantially reduce average fail to fix times
• Metrics help remove unnecessary spend on hardware and software
• Reduce management overhead resources
• Derive maximum cost benefit

£100.00 to £500,000.00 a user a year

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 doug.more@assureapm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

632208936088067

Contact

Doug More
07815 928525
doug.more@assureapm.com

Service scope

• Service constraints: None
• System requirements: No system requirements for cloud deployment

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Between 24 hours 9 -5 up to 4 Hours 24/7/365
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide support 24/7/365 through our partner in the USA. We provide local technical account management 9- 5 Monday - Friday
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A welcome email is sent then a kick-off meeting is arranged. The deployment is then planned. If training is then required , we provide training onsite or online and provide training either through our team or through our US Partners which is conducted by an authorised trainer. The entire process is managed by a technical account manager who will be assigned to the project.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats: PPX
• End-of-contract data extraction: All user datais accessible an can be converted and stored on the client media of their choice. In the event that said data can only be automatically interrogated by tolls provided in the contract which will have ceased them manual interrogation by the client will be required.
• End-of-contract process: When the contract is ceased all data held by AssureAPM or our partners will be provided to the client in any standard form requested by the client. This data will then be destroyed in the host instance and if necessary, a 3rd party destruction certificate will be issued. Alternatively, it is possible that the hardware drives holding the said information can be provided to the client for self-destruction or storage.

Using the service

• Web browser interface: Yes
• Using the web interface: Authorised users can monitor but not effect any change.; Administrative users are authorised to make changes.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Via any unrestricted browser.; ; Authorised users can monitor but not effect any change.; Administrative users are authorised to make changes.
• Web interface accessibility testing: None, this is a bespoke requirement
• API: Yes
• What users can and can't do using the API: Our Advanced Segmentation and End User Experience solutions provide APIs that can be used to programmatically interact with the services.
• API automation tools:
  • Ansible
  • Chef
  • Puppet
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
  • MacOS
• Using the command line interface: Authorised users can monitor but not effect any change.; Administrative users are authorised to make changes.

Scaling

• Scaling available: No
• Independence of resources: The service we provide is independent of all user resources. It is a monitoring and management service analysing the performance a security of client resources.
• Usage notifications: Yes
• Usage reporting:
  • API
  • Other

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
• Other metrics:
  • Application Code response times
  • End to end response times
  • Applications response times
  • End user performance metrics
  • End user local applications metrics
  • Network response times
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Aternity, Riverbed, Illumio, Arbor

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement 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: In-house
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Physical data stored within our public cloud infrastructure is subject to the data centre physical control sets deployed by our public cloud suppliers. Data held on Assure APM assets is protected using encryption (Bitlocker, FileVault, LUKS/encryptfs).
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Hardware containing data is completely destroyed
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• What’s backed up: All applications performance data and analytics
• Backup controls: Users can backup and restore chosen data. It is also standard that a substantial amount of data would be purged.Backups are scheduled by the client through a standard web browser. It is important to understand that the Network, End User experience and Applications tools are all available to control, manage and backup from a central portal interface will be provided to the client. The Security element also has its own individual portal provided to the client for all functions including backup.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Users schedule backups through a web interface
• Backup recovery: Users can recover backups themselves, for example through a web interface

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: All communications between the client's infrastructure and our services uses standard encryption mechanisms to protect data in transit, such as TLS and IPSec.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Users have access to our cloud services which we offer on a 23/7/365 basis. Outages can be caused by a number of extraneous factor out with our control, for example client network issues. We therefore do not offer refunds or availability guarantees.
• Approach to resilience: All our services other than bespoke on-premises are delivered across a multi cloud operation with asset protection in place.
• Outage reporting: The client is provided with portal or management station which will provide real time alerts for outages or any breach of service. Thresholds can be user defined utilising the portal or management station.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Username or password
• Access restrictions in management interfaces and support channels: All solutions include the capability to define Role Based Access Control (RBAC) to ensure separation of duties within the administrative functions of provided solutions. Support channel access controls are handled by our technology partners.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Other security certifications: Yes
• Any other security certifications: Cyber Essentials

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: Assure APM has appointed a CISO who sits on the board as a company director. It is the CISO's responsibility to maintain Assure APM's suite of policy documentation and provide updates to the ISMS as part of Assure APM's commitment to continuous improvement with regard to security.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: On-premises deployments are deployed in manner that is compliant with the client's configuration management standards and processes, including integration with automated tooling as required. SaaS deployments rely on our technolgy partners' configuration management processes. These ensure that system components are tracked and monitored throughout their operational lifetimes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Assure APM's technology partners supply vulnerability data regarding their products and suggested mitigations, such as reconfigurations and updates. Assure APM also monitors open source vulnerability data feeds with a focus on the specific platforms that we deploy.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring of on-premises deployments is subject to the client's requirements. AssureAPM's solutions can be deployed in line with these requirements to deliver effective operational monitoring.; ; SaaS deployments can also be integrated with client monitoring systems to deliver operational monitoring.
• Incident management type: Undisclosed
• Incident management approach: With each of our technology partners we support incident logging via the web on a 24/7/365 basis. A call ticket is issued and the appropriate SLA clock begins ticking. Where a security incident has been declared, reports are made available to clients at regular intervals during the incident remediation process.

Secure development

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

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Our Cloud partners partially deploy their servers in energy efficient data centres

Pricing

• Price: £100.00 to £500,000.00 a user a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Limited version of end user experience and segmentation security software. Neuter of the trails can be deployed in enforcement mode functionality is purely monitoring. Applications Intelligence and Network performance technology is not available for trial demo only.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 doug.more@assureapm.com. Tell them what format you need. It will help if you say what assistive technology you use.