ITHQ LTD

ITHQ Unified Cloud Monitoring

An enterprise, cloud-based monitoring platform that can monitor, alert, enrich tickets and automate responses for any infrastructure requirements.

Features

  • Cloud monitoring
  • Network monitoring
  • Storage monitoring
  • Application monitoring
  • Infrastructure monitoring
  • Container monitoring
  • IoT monitoring
  • Unified comms monitoring
  • Virtual service monitoring
  • Physical server monitoring (IPMI, SNMP)

Benefits

  • Problem detection.
  • Metric collection.
  • Visualizations (charting, mapping etc).
  • Notifications & remediations.
  • Automation playbooks that add rich information and context to alerts
  • Automation playbooks that carry out ‘well-known’ fixes automatically

Pricing

£15 to £30 a device a quarter

  • Education pricing available

Service documents

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 transform@ithq.pro. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 9 2 6 3 7 8 4 6 8 9 5 4 0 3

Contact

ITHQ LTD Dale Nursten
Telephone: 02039977979
Email: transform@ithq.pro

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Hybrid cloud
Service constraints
Must have internet access
System requirements
Min Requirements Linux OS, 2 vCPU, 4gb memory, 100gb storage

User support

Email or online ticketing support
Yes, at extra cost
Support response times
8x5xNDB
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Two levels of support are offered: 8x5x4 and 8x5xNBD. Support costs are based on size and complexity of the deployment.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The monitoring solution is easy to install and use, and our team can provide expert guidance to take your usage of the product much further. The Quick Start Services for UCM help you through deployment and ensure that you get the most value out of your investment.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
All data is available for export at the end of the contract.
End-of-contract process
At the end of a contract, you will have the opportunity to collect and transfer any data possible to export. If you request that ITHQ delete all of your data, the request will be processed within 14 days. No additional fees apply.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Webpage sizing and layout
Service interface
No
API
Yes
What users can and can't do using the API
The API is a web based API and is shipped as part of the web frontend. It uses the JSON-RPC 2.0 protocol which means two things: The API consists of a set of separate methods; Requests and responses between the clients and the API are encoded using the JSON format.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Dashboards, queries and even custom automations can be requested.

Scaling

Independence of resources
Cloud components are hosted in AWS. Rapid increases in CPU, memory, storage, and networking capacity are performed on demand to meet the scaling and performance needs of enterprise customers.

Analytics

Service usage metrics
Yes
Metrics types
The monitoring solution is essentially all metric based data.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

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
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
A third-party destruction service

Data importing and exporting

Data export approach
Data can be exported using the web frontend or API. Supported export formats are: XML - via the frontend or XML or JSON - via the API
Data export formats
Other
Other data export formats
  • XML - Via the frontend or API
  • JSON - Via the API
Data import formats
Other
Other data import formats
  • XML
  • JSON

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)

Availability and resilience

Guaranteed availability
During the term of Customer’s subscription, the Service will perform in accordance with and subject to this Service Level Agreement (“SLA”). ITHQ's target is 100% System Availability. If the System Availability during a given month is less than 99.95%, Customer may be eligible for a credit (“Service Credit”), which is the sole and exclusive remedy for any failure to meet the SLA.
Approach to resilience
ITHO maintains a Business Continuity Plan for the UCM platform. The primary goal of this plan is to ensure organisational stability, as well as coordinate recovery of critical business functions in managing and supporting business recovery in the event of disruption or disaster. Thus, the plan accomplishes the following: • Ensures critical functions can continue during and after a disaster with minimal interruption; • Identifies and decreases potential threats and exposures; and • Promotes awareness of critical interdependencies. We can share a high-level overview of our Business Continuity Plan for the UCM platform upon request.
Outage reporting
Email Alerts

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Only authorised users or groups are able to access the management and support portals.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
We take our commitment to security seriously. ITHQ abides by strict measures to protect the ongoing security and privacy of your valued data. In addition, we understand that having reliable access to your data with no downtime is critical for your business. To ensure both of these main objectives are met, we have adopted industry-leading security
measures including multi-factor authentication (MFA), single-sign-on (SSO), using highly-available and security focussed AWS infrastructure.
Information security policies and processes
These are available on request.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Will be provided by ITHQ upon request.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Policies will be provided by ITHQ upon request.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Policies will be provided by ITHQ upon request.
Incident management type
Supplier-defined controls
Incident management approach
Policies will be provided by ITHQ upon request.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£15 to £30 a device a quarter
Discount for educational organisations
Yes
Free trial available
No

Service documents

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 transform@ithq.pro. Tell them what format you need. It will help if you say what assistive technology you use.