Geode Networks Ltd

End User Experience Monitoring copy

Monitor and detect performance issues by learning and analysing user behaviour in real time, resolve performance problems faster and attain the service levels demanded by the business. Combine application performance, device performance and user productivity to achieve real end user experience


  • Proactive performance monitoring
  • Real-time performance dashboards
  • SLA reporting
  • Visibility into all application performance including 3rd party
  • Historical and real time analysis and reporting
  • Validate user experience
  • Continuously monitor end-user experience, application transactions, infrastructure and networks
  • Compliments and enhances existing monitoring tools


  • Reduce the application downtime
  • Reduce the number and duration of incidents
  • Optimise application infrastructure requirements
  • Improve application deployment timescales
  • Validate application performance pre-and post-migration to the cloud
  • Understand application impact on the customer's experience


£800.00 per person per day

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10


Geode Networks Ltd

Adrienne Giles

01285 841 777

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints As no contract is entered into without complete agreements between both parties, and Geode Networks having the resources available to fulfil any contractual obligations, there should be no service constraints to consider.
System requirements System requirements will vary depending on deployment criteria

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Up to 1 day
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 No
Onsite support Onsite support
Support levels Support levels are agreed in the individual project, including support levels, SLA's, all deliverable's and timelines.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Upon commencement of the project, a full Scope of Work is provided to the customer with detail of the process to take place, including on and off boarding procedures. These will obviously differ project by project.
On site training, online training and user documentation can be provided as part of this service
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction Any user-data will remain the property of the users and can be transferred or deleted as required
End-of-contract process Dependant on the type, nature and duration of the project, the termination process is defined on a case by case basis.

Using the service

Using the service
Web browser interface No
Application to install No
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility N/A
Accessibility testing N/A
What users can and can't do using the API API access available and supported
API documentation No
API sandbox or test environment No
Customisation available No


Independence of resources This is not a shared service


Service usage metrics No


Supplier type Not a reseller

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 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
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach This service is provided as a managed service and outputs will be provided on request
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats Word
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats Word

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Service level agreements form part of contractual negotiations, as do guaranteed availability metrics and penalties
Approach to resilience Available on request
Outage reporting Email alerts and dashboards

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Access control within management interfaces are assured by an independent validation of assertion Administrator permissions assured by independent validation of assertion
Access restriction testing frequency At least once a year
Management access authentication
  • Limited access network (for example PSN)
  • Username or password

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 At least 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 AWS
ISO/IEC 27001 accreditation date 01/11/2016
What the ISO/IEC 27001 doesn’t cover All of the SaaS offers are currently hosted by AWS who first obtained their ISO 27001 certification in December 2013. The ISO27001 certification was renewed on November 11, 2016.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 Security Policies and procedures are the responsibility of the Information security manager.
The following provides a summary of the procedures followed to ensure security policy procedure compliance:
We have establish regular monitoring and review schedules to ensure procedures are being followed.
Review procedures regularly to ensure they are up to date.
Introduce new updated procedures as and when required after review
Introduce changes to working practices to fit in with procedures as appropriate
Ensure that procedures devised cover all aspects of operations, such as normal everyday business, emergencies and unusual occurrences
Ensure all staff know the procedures in place and their roles as necessary
Train staff to identify and report actual and potential issues

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Geode’s Configuration and Change Management processes follow ITIL's Service Management best practice framework, including the guidance for building, deploying, and transitioning new or changed IT services into operation. Geode provide lifecycle services including the planning and management of changes, while minimizing risk. The components of the service are monitored for upgrades and updates provided by the relevant vendors.
Within the Change Management process, each change requested will follow a pre-defined workflow, reflecting the various stages of assessment, approval and implementation of the change as well as a security policy impact assessment
Vulnerability management type Undisclosed
Vulnerability management approach Geode Networks in conjunction with Riverbed closely monitors vulnerabilities as part of SaaS daily operations and distributes vulnerabilities to the Engineering team for review and prioritiSation for remediation based upon severity. SaaS is on a monthly release schedule during which updates are deployed. If there is a need for an update outside of the monthly release schedule, patches can be deployed with approval only all updates are performed programmatically and tested prior to deployment.
Protective monitoring type Undisclosed
Protective monitoring approach Geode Networks performs annual penetration testing on the SaaS platform and will have IPS/IDS installed with alerts/monitors in case an attack is occurring
Incident management type Undisclosed
Incident management approach Incident management processes is assured by independent validation of assertion

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 No


Price £800.00 per person per day
Discount for educational organisations Yes
Free trial available Yes
Description of free trial To be discussed at the start of the project and agreed with the customer.


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