Engage ESM

Cisco AppDynamics - APM & Business Analytics

AppDynamics is a application performance management (APM) and IT operations analytics (ITOA) company based in San Francisco. Service is either SaaS, on-premise or full managed service


  • Proactive Application Performance Management
  • Line of code diagnostics
  • Business analytics
  • ServiceNow Integration CMDB level to aid event management
  • Track every Business Transaction across a user session
  • Real time application database server monitoring
  • End user monitoring for mobile web and synthetic users
  • Java, .Net, PHP, Node.js, SAP Support


  • 20% reduction in Cloud Migration time
  • 50% reduction in Mean Time to Repair (MTTR)
  • Understand business impact of outages
  • Reduce number of incidents and outages in production
  • Increase application response time and Increase end user satisfaction
  • Reduce false positive and number of alerts
  • Increase IT users’ productivity and free up developer time
  • Better collaboration between Dev, Ops and business
  • Help in prioritising incident resolution
  • Be more proactive and get alerted before users are impacted


£3480 per unit per year

Service documents

G-Cloud 11


Engage ESM

Murray Acheson



Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints No
System requirements On prem https://docs.appdynamics.com/display/PRO45/Controller+System+Requirement

User support

User support
Email or online ticketing support Email or online ticketing
Support response times For on-premises installations we follow the AppDynamics EULA: https://legal.appdynamics.com/OnPremise_EULA.pdf
For SaaS installations we follow the AppDynamics SaaS EULA: https://legal.appdynamics.com/AppDynamics_SaaS_EULA.pdf
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support No
Web chat support No
Onsite support Yes, at extra cost
Support levels Standard support is provided as part of the purchase of a software subscription, premium support is available at a cost uplift.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Combination of project managed services and supplier delivered public and on-site training, please see service description for pricing.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Users can use the API to extract the data when the contract(s) ends
End-of-contract process Please refer to the SaaS EULA: https://legal.appdynamics.com/AppDynamics_SaaS_EULA.pdf
Please refer to the on-premises EULA: https://legal.appdynamics.com/OnPremise_EULA.pdf

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The service can either be accessed through a mobile web browser or via our mobile app (iOS and Android). When using the mobile web browser, one gets the same functionality as the desktop service. When using the native app certain functionality such as the application flowmaps and tier and node level dashboards, are not shown. https://docs.appdynamics.com/display/PRO45/AppDynamics+Mobile+App
Service interface No
What users can and can't do using the API AppDynamics has comprehensive controller side and agent side APIs. These lets the users configure the service, monitor, query the metrics and event analytics data as well as to control and configure the agents running on the application servers.
More data can be found at: https://docs.appdynamics.com/display/PRO45/AppDynamics+APIs
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation Users can configure and customise the monitoring of the applications, can create and update their dashboards and alerts. Extensions to the service can be created by users to monitor additional IT components.
Customisations are either done using the web UI or by creating scripts and using the API
Some customisations required to be administrator of the service; some are available to all users. Additional customisation is available from Atos, please see service description for pricing.


Independence of resources For SaaS deployments: AppDynamics is highly scalable and not affected by the number of users but by the number of agents (licenses) deployed in the infrastructure. Provisioning of resources is taken care of by AppDynamics to guarantee that users are not impacted.
For on-premises deployments: AppDynamics scales horizontally and vertically.


Service usage metrics Yes
Metrics types AppDynamics provides reports on the licenses consumption so users know at any time how much they have deployed and used
The service also provides real time metrics on the number of data captured
Reporting types
  • API access
  • Real-time dashboards


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Cisco & AppDynamics (Titan Partner)

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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
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 Encryption of all physical media
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 importing and exporting
Data export approach The application metric data can be exported in a variety of formats such as PDF, CSV, JSON etc. by directly exporting, via the API or via scheduling / on-demand reports and being sent out by e-mail. Configuration data of the application can be exported via the API.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • JSON
Data import formats Other
Other data import formats For an APM solution data import is not applicable.

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks TLS v1.2 upwards is only applicable for SaaS deployments. The AppDynamics service can also be entirely deployed on premises. In that case, the question is not relevant
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability AppDynamics EULA for SaaS: https://legal.appdynamics.com/AppDynamics_SaaS_EULA.pdf

AppDynamics EULA for on-prem: https://legal.appdynamics.com/OnPremise_EULA.pdf
Approach to resilience More information can be found at: https://www.appdynamics.com/trust-center/operations/
Outage reporting Customers can check their SaaS service status at: https://status.appdynamics.com/

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Username or password
  • Other
Other user authentication The service can be integrated with on-premises LDAP/SAML authentication mechanisms
Access restrictions in management interfaces and support channels Details can be shared once under NDA, please contact for details.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

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 Less than 1 month
How long system logs are stored for Less than 1 month

Standards and certifications

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 HIPAA

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards SOC 2, HIPAA and PCI DSS
Information security policies and processes SOC 2, HIPAA and PCI DSS compliant

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Details can be shared once under NDA, please contact for details.
Vulnerability management type Undisclosed
Vulnerability management approach The Details can be shared once under NDA, please contact for details.
Protective monitoring type Undisclosed
Protective monitoring approach Details can be shared once under NDA, please contact for details.
Incident management type Undisclosed
Incident management approach Details can be shared once under NDA, please contact for details.

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 £3480 per unit per year
Discount for educational organisations No
Free trial available Yes
Description of free trial 15 day unlimited trial. Full Proof of Value available including full business case, please contact for more details.
Link to free trial https://www.appdynamics.com/free-trial/

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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