G-Cloud Service Definition. Atos Total Application Performance Management for Cloud SaaS

(1)

G-Cloud Service Definition

Atos Total Application

Performance Management

for Cloud SaaS

(2)

Atos Total Application Performance Management Cloud SaaS

Total Application Performance Management helps your organisation drive efficiency and productivity through maximising the performance of IL3 business critical applications.

▶ Reduce effort to identify and resolve problems

Enable support teams to identify and resolve problems through rapid fault domain isolation and relevant dashboards.

▶ Reduce Service Desk calls

Lower repeat call volumes by enabling the Service Desk to appropriately direct incident tickets via fault domain isolation.

▶ Measure true End User Experience

Get an accurate view of the End User Experience by measuring all transactions for all users, all of the time.

▶ Hold providers accountable

Provide simple accountability by monitoring the entire user journey for an application ensuring simple allocation of responsibility.

▶ Measure Application Usage

See how many people are using the services, from where, and how often.

What is it?

The Atos Total Application Performance Management (APM) Service provides a solution for understanding the performance of web, non-web, mobile, streaming and cloud applications. Driven by end user experience, the Total APM service monitors component transactions across the entire application delivery chain; from the end user all the way through to the back-end infrastructure.

Features of the service include:

▶ Agentless Monitoring Devices, Server Agents, or Cloud based Web Monitoring

▶ Proactive Performance Management

▶ Real Time dashboards What makes us unique?

Atos are the only GCloud provider to offer not only a hosted APM SaaS platform within the Atos Accredited Secure Cloud (IL3+); but in addition are able to provide a proactive Performance Management service utilising our skilled and experienced performance team to ensure your services.

(3)

Atos Total Application Performance Management for Cloud SaaS enables customers to gain a full view of their service infrastructure, in real time, illustrating End User

Experience. The Atos service enables public services agencies to:

▶ Control their suppliers

▶ Understand End User Experience

▶ Improve Application Performance

▶ Reduce Total Cost of Ownership

(4)

(5)

1. Introduction

This document provides a description of the modules and components of the Atos Total Application Performance Management service (APM) and its service levels.

1.1 Service summary

The Total APM service provides a solution for understanding the performance of web, non-web, mobile, streaming and cloud applications. Driven by end user experience, the service monitors component transactions across the entire application delivery chain; from the end user all the way through to the back-end infrastructure.

The service is enabled through the deployment of non-intrusive agentless monitoring devices, server agents or cloud based web monitoring that analyses network and application code level data in real-time and forwards it to a central reporting console making real-time interactive reports available. It Provides end-to-end visibility of all users of business critical applications enabling you to: ► Reduce effort to identify and resolve problems

► Reduce service desk calls significantly

► Reduce the frequency and duration of outages

► Measure end user performance for all users globally and 24/7, providing alerts, reports, and actionable troubleshooting data in real time

► Hold third parties accountable

► Give alert prioritisation based on business impact

► Maintain quality of service for business critical applications such as SharePoint, SAP, Oracle, and Exchange

► Take a business transaction view, across all infrastructure tiers and components that the application traverses.

► Assess application usage/adoption across the enterprise.

(7)

2. Service overview

‪The Total APM service provides visibility into‬ ‪application performance from the end-user perspective. This service will enable an organisation to monitor and manage business critical applications continuously.‪‪‪‪‪‪‪‪

► The Total APM service ensures that the performance and usage of critical applications is: Understood, using dashboards and reports

► Improved to enable the delivery of business goals.

This is delivered through two separate streams, namely resource, and technology. Dependant on the application architecture, different technology layers are likely to be required. These are broken out below, with examples of their capabilities, as well as the dashboards/access that are defined as standard within each service.

2.1 Technology Layer

The scope of the service includes monitoring and reporting on the performance and utilisation of Enterprise Applications.

The service has the capability to provide depth of information on specific mission critical applications and infrastructure services illustrating their impact on

performance including but not limited to:

► Infrastructure Services (e.g. Domain Controllers, File Storage, DNS, LDAP) ► SharePoint/Livelink

► Oracle eBusiness

► Thin Client delivered applications.

The service provides the tooling for monitoring Application Performance and End User Experience and the analysis of that data to improve enterprise application management through:

►

Passive Real User Monitoring (based on Compuware Data Centre Real User Monitoring (DCRUM) technology)

 Network based monitoring for applications and infrastructure. Passive Real User Monitoring is an agentless, network-based monitoring solution delivering rapid fault domain isolation of application performance issues and problems across multiple data centre tiers and infrastructure components.

 Example Capabilities: Web, SAP, Exchange, Enterprise CMS, Siebel, Oracle and Database transactions

(8)

Summary

Figure 1 – Application Summary Dashboard

Standard

(9)

Performance

Figure 3 – Application Specific Performance Dashboard

Application Health (1)

(10)

Figure 5 – Application Health Dashboard (Extended)

(11)

► Synthetic Web Application Monitoring from the Cloud based on Compuware Gomez

 Synthetic Application Monitoring measures Content Delivery Network (CDN) Performance, response times, availability and consistency of multi-step transactions and web pages from multiple global points of presence across different connection speeds, ISP’s and geographies.  Example Capabilities: Public Internet facing applications

 Available dashboards

(N.B. The below screenshots are examples of the available screens within the interface. Full capabilities can be provided upon request.)

Internet Health Map

(12)

Response time by City

Figure 8 – Application Response time by City

Web page waterfall chart

(13)

Real User Conversions

(14)

► Deep Dive Application Transaction Monitoring based on Compuware dynaTrace

 Application Transaction Monitoring provides full transaction visibility to correlate user interaction with line of code through the installation of server agents and resolve problems across all data centre tiers, applications and transactions. Browser performance can also be measured through the passive injection of a small page component.  Example Capabilities: Bespoke and packaged Java/.NET applications,

HTTP and Internet.  Available dashboards

(N.B. The below screenshots are simply examples of the available screens within the interface. Full capabilities can be provided upon request.)

Architecture Map with Cluster/Node fault isolation

(15)

Application Service Health Map

Figure 12 – Application service health map

(16)

Method Activity Breakout

Figure 14 – Application Method Call Activity Breakout

2.2 Performance Management

As part of the Total APM service, the Atos team performs both reactive and proactive performance management, utilising their expertise and the technology implemented to manage the monitored environments.

To this end, a number of activities are performed and dependent on existing engagement, will or will not be relevant for each individual service:

Type Item Summary

Reactive Monthly Performance Report End of period performance report illustrating application health with relevant information and explanations of issues. Gives a clear guide of current service health.

Reactive Problem Assurance Active involvement in the problem review and resolution process, with a view to aiding with business impact, outage times, and resolutions. Reactive Incident Assurance Active involvement in on-going incidents to provide

a view of impacted users, business relationship, and rapid fault domain isolation, reducing the MTTR. Proactive Application Optimisation Proactive investigation in to application performance

utilising tooling with a view to working alongside various towers of responsibility, leveraging existing process to aid with application improvement exercises.

Proactive Change Assurance Overarching view of project/application lifecycles to ensure overall service performance is understood pre/post change, with reports created to illustrate the nonimpact, or impact of change for significant change.

Proactive Performance Recommedation Planning

A monthly plan cataloguing the recommendations derived from application optimisation and incidents, and their current status/recommended plans.

(17)

3. Pricing

This section illustrates the unit prices and the applicable volume discounts. All pricing is exclusive of VAT.

3.1 Price breakdown

3.1.1. TotalAPM – Performance Manager

Performance Management

Run Optional Elements Rate card Unit Frequency Includes Monthly Performance Reporting £200 Per

Application Per Month Reactive See SDE section 2.2

Problem Assurance £140 Per

Application

Per Month Reactive See SDE section 2.2

Incident Assurance £85 Per

Application Per Month Reactive See SDE section 2.2 Application Optimisation £200 Per

Application

Per Month Proactive See SDE section 2.2

Change Assurance £190 Per

Application Per Month Proactive See SDE section 2.2 Performance Recommendation

Planning £150 Per Application Per Month Proactive See SDE section 2.2

Options Unit Frequency Includes

Enablement Services £1,400 per day OTC 3rd party

(18)

3.1.2. Passive Real User Monitoring

Passive Real User Monitoring

Setup Rate Card Unit Frequency Includes

Infrastructure/

Architecture Assessment

£960 Per Day per order SFIA Day rate Level 5 Solution Integration

On-boarding £52,000 Per

Customer OTC CAS, BSM, ADS, DB Reporting infrastructure, configuration &setup, HW installation Option: Probe

Deployment £5,000 Per Probe OTC H/W, OS

Run Unit Frequency Includes

Low Complexity Application Decode

£1,300 Per Host Per Annum Host License – Payable upfront

Medium Complexity

Application Decode £2,700 Per Host Per Annum Host License – Payable upfront High Complexity

Application Decode £5,400 Per Host Per Annum Host License – Payable upfront Platform Maintenance £20,000 Per

Customer

Per Annum Maintenance of SaaS Platform Monitoring Software

support £500 Per Customer Per Month Support and Maintenance of monitoring software

Enablement Services £1,400 per day OTC 3rd party Professional Services

Training £1,400 Per

(19)

3.1.3. Deep Dive Application Transaction Tracing

Deep Dive Application Transaction Tracing

Infrastructure/

Architecture Assessment

£960 Per Day per order SFIA Day rate Level 5 Solution Integration

On-boarding £44,500 Per

Customer OTC dT Collector, dT server Reporting infrastructure, configuration &setup, HW installation

Run Unit Frequency Includes

Server Agent* £4,800 Per

OSI/JVM/ PHP Server

Per Annum Server Agent Licensing Dotnet, Java VM or PHP WebServer payable upfront

Platform Maintenance £16,500 Per Customer

Per Annum Maintenance of SaaS Platform

Monitoring Software

support £400 Per Customer Per Month Support and Maintenance of monitoring infrastructure ATS

Enablement Services £1,400 per day OTC 3rd party Professional Services

Training £1,400 Per

Delegate per day 4 day course

Volume Discount Schedule - Deep Dive Server Agents*

1-2 0.0% 3-5 20.0% 6-10 30.0% 11-15 37.5% 16-20 42.5% 21-30 47.5% 31-50 52.5% 51-75 57.5%

(20)

3.1.4. Synthetic Web Application Monitoring from the Cloud

Synthetic Web Application Monitoring from the Cloud

On-boarding 10% of First year Contract

fee Per Customer OTC

Reporting infrastructure, configuration & setup, HW installation

Run

Plan Level Measurements _{per Month} Rate Card Unit Frequency Includes

0 up to 100,000 £0.02 per _measurement per month

Web site performance measurements for use as the customer sees fit - At this level the cost is per measurement per month 1 250000 £49,000 Per Plan Level Per Annum Web site performance measurements for use as

the customer sees fit 2 500000 £73,000 Per Plan Level Per Annum Web site performance measurements for use as

the customer sees fit

13 10,000,000 and _above £0.01 per _measurement per month

Web site performance measurements for use as the customer sees fit - At this level the cost is per measurement per month

Overage Charges (additional fee when actual usage exceeds plan level limits) Per One Measurement 140% of single measurement cost per

measurement per month

Charges applied when actual usage exceeds the maximum stipulated in the plan level

(21)

Options

Web performance

Benchmarks Rate Card Unit Frequency Includes

Backbone or last mile

Homepage Benchmark £2,900 per Benchmark Per Order

Report pack and analysis defining performance benchmark against competitor web sites

Mobile homepage

benchmark £5,800 per Benchmark Per Order

Financial Service

Benchmark £28,900 per Benchmark Per Order

Non-Financial Services

benchmark £14,500 per Benchmark Per Order

Support Level Rate Card Unit Frequency Includes

Enterprise Support Mon-Fri 09.00-17.00

Premium Support £42,000 Per _Customer Per Annum 24 x 7 x 365

3.1.5. Off-Boarding

Off-Boarding Service

Decommissioning Rate Card Unit Frequency Includes

Removal of applications from monitoring and decommissioning of Hardware

£960 Per Day On request

Effort required to completely remove service and

associated equipment from ASC.

3.2 Termination terms

3.2.1. By consumers (i.e. consumption) Termination shall be in accordance with:

▶ The G-Cloud Framework terms and conditions

▶ Any terms agreed within the Call Off Contract under section 10.2 of the Order Form (termination without cause) where the Government Procurement Service (GPS) guidance states ‘At least thirty (30) Working Days in accordance with Clause CO-9.2 of the Call-Off Contract’

▶ Atos Supplier Terms for this Service as listed on the G-Cloud CloudStore. For this specific service, by default Atos ask for at least thirty (30) Working Days

(22)

4. Service levels

This section describes the Service Levels applicable (e.g. performance, availability, support hours, severity definitions etc.)

4.1 Service Availability

Object or Service Availability

Service

Availability 7*24 hours (all days) 24 hours a day 98.5% Maintenance

Window Saturdays, 08:00 - Sundays, 12:00 N/A 4.2 Support Availability

Value

Support availability window 7*24 hours (all days) 24 hours a day Incident handling window 7*24 hours (all days) 24 hours a day Severity 1, 2 7*24 hours: All days, 24 hours a day Severity 3, or 4: 5*10 hours: Business Days, 08.00 – 18.00 h Support language English

4.3 Additional Service Levels / KPIs

Name Description Level / Value

Dashboard Availability

Availability measure of the Application and where applicable business

performance dashboards. As per service availability For all service levels specified above (unless indicated otherwise), service level measuring and reporting is included. The measurement period for service level reporting is 1 month (specific dates as defined by the customer contract).

(23)

5. Service constraints and additional

requirements

There are no scheduled maintenance windows for the TotalAPM service, however, should any outages be required these will be communicated and approved with each impacted customer.

The service offered provides a reporting architecture within the Atos ASC environment, implementation of any passive probes, or agents will be the responsibility of the customer; however; support will be provided during implementations, and this is covered within Section 3 – Pricing.

(24)

6. On-boarding and Off-boarding

This section describes the scope service for on-boarding and off-boarding services provided, describing the processes involved and respective responsibilities.

6.1 On-Boarding

Atos provides a common on-boarding approach for TotalAPM, tailored to the specific requirements of each customer/service, including:

► New Customer on-boarding and account set up ► Service / Application on-boarding

► Ordering and invoice process

► Change process (minimum one month notice) ► Termination process (minimum contract one year)

► Consumer responsibilities (including the responsibility to own accreditation for their own requirements over and above the initial requirements)

► Data backup, DR and migration

► Technical requirements, dependencies, interfaces, data standards

► User access on-boarding, including general users, administrators and any application-specific user communities

► Network connectivity, including secure internet connectivity, secure government network connectivity, secure remote access, and options for dedicated lines where appropriate

► Notification of service transition.

6.2 Off-Boarding

Off-boarding is based on a common approach tailored to specific requirements: ► Options for data migration to other platforms

► Options for archiving server images and data

► Storage decommissioning including secure certificated storage crushing / destruction where appropriate

► Final invoicing and account closure.

All customer supplied physical media will be returned or securely disposed of before or at the end of the service. All customer supplied hosted data will be made available for migration, or deleted, at the end of the service or (for backups / archives) at the end of the backup / archive retention cycle. All commercial customer information will be held until the end of the reporting cycle (monthly), until all payments have been received, and then held as required for reporting / regulatory purposes.

(25)

7. Backup/restore and disaster recovery

The reporting architecture hosted within the Accredited Shared Cloud will have both High Availability, and Disaster Recover available.

Any additional HA or DR specific to customer environments will be covered via the specific cost options related to those deployments, as HA/DR will be specific to the locations of Probes/Agents.

(26)

8. Service management

The Total APM service is managed in accordance with the relevant Service Levels set out in Section 4.

Support is provided by security cleared staff through the Atos IL3 support desk. Details of these are provided as part of the on-boarding process.

(27)

9. Technical requirements

A list of technical questions is contained within the on-boarding section which covers the target monitored architecture, as well as specific customer

infrastructure.

Dependant on the service selected, there are a variety of network requirements and limitations, these are illustrated in the below table.

Service Port Type Bandwidth File Size

Passive RUM 3389 MSTSC 200Kbps N/A

Passive RUM 9091 HTTP 1.5Mbps 50Mb

Passive RUM 22 SSH 10Kbps N/A

Passive RUM 8020 HTTP 50Kbps N/A

Passive RUM 2021 TCPSocket 50Kbps N/A

Passive RUM 9094 JMS 50Kbps N/A

Passive RUM 443 HTTPs 50Kbps N/A

Synthetic Web 80 HTTP 50Kbps N/A

Synthetic Web 443 HTTPs 50Kbps N/A Deep Dive 6698 TCPSocket 50Kbps N/A Deep Dive 9998 TCPSocket 2Mbps N/A Deep Dive 2021 TCPSocket 50Kbps N/A

Note: All bandwidths\file sizes are estimated maximums, but in extreme circumstance these could be exceeded.

Connectivity can be made through the below three methods; ► Internet (Cloud or VPN)

► PSN / GSi

(28)

10. Information assurance

The Total APM service is in use within multiple government customers within Atos outside of the GCloud, and has been proven to be robust and is present within environments accredited to IL3.

The TotalAPM GCloud service is hosted within the Atos ASC environment, which is accredited to store/process/transmit restricted data at an Impact Level of 3. Aggregation of Restricted data to higher Impact Levels is possible but would require further discussion with each customer.

(29)

11. Data restoration / service migration

As part of Service On-boarding no data restoration services are available.

Should the service be terminated, data can be exported and migrated if the same products are utilised, and this will be handled as part of the off-boarding exercise.

(30)

12. Consumer responsibilities

Implementation of any passive probes, or agents onto infrastructure elements not under the control of or provided by Atos will be the responsibility of the customer, however, support will be provided during implementations.

It is the customer’s responsibility to provide Atos with detailed information on the applications to be monitored, this should be included in the discovery

(31)

13. Training

Initial service training is provided within the on-boarding process.

Specific application training is available in an online university format for each product utilised, while should further class-room style training be required, tailored training can be provided with a day rate specific within Section 3 – Pricing.

(32)

14. Ordering and invoicing process

Ordering this product is a straightforward process.

Please forward your requirements to the email address [email protected] Atos will prepare a quotation and agree that quotation with you, including any volume discounts that may be applicable.

Once the quotation is agreed, Atos will issue the customer with the necessary documentation (as required by the G-Cloud Framework) and ask for the customer to provide Atos with a purchase order.

Once received, the customer services will be configured to the requirements as per the original quotation.

For new customers, additional ‘new supplier’ forms may need to be completed. Invoices will be issued to the customer and Shared Services (quoting the

purchase order number) for the services procured. On a monthly basis, Atos will also complete the mandated management information reports to Government Procurement Services detailing the spend that the customer has placed with us. Cabinet Office publish a summary of this monthly management information at: http://gcloud.civilservice.gov.uk/about/sales-information/.

(33)

15. Financial recompense

To minimise the cost to users, Atos does not provide service credits for use of the service. All Atos services are provided on a reasonable endeavours basis. Please refer to G Cloud terms and conditions.

In accordance with the guidance within the GPS G-Cloud Framework Terms and Conditions, the Customer may terminate the contract at any time, without cause, by giving at least thirty (30) Working Days prior notice in writing. The Call Off Contract terms and conditions and the Atos terms will define the circumstances where a refund of any pre-paid service charges may be available.

(34)

16. Glossary of terms

Term Description

APM Application Performance Management

ASC Accredited Secure Cloud

CMS Content Management System

DNS Domain Name System

DR Disaster Recovery

FTP File Transfer Protocol

GPS Government Procurement Services

GSI Government Secure Internet

HA High Availability

HTML Hypertext Transfer Markup Language HTTP Hypertext Transfer Protocol

HTTPS Hypertext Transfer Protocol Secure

IL3 Impact Level 3

ISP’s Internet Service Providers

ITIL Information Technology Infrastructure Library

KPI Key Performance Indicators

LAN Local Area Network

LDAP Lightweight Directory Access Protocol MSTSC Microsoft Terminal Services Client

PSN Public Services Network

SAP Service Acceptance Policy

SLA Service Level Agreement

SMTP Simple Mail Transfer Protocol

SNMP Simple Network Management Protocol SOAP Simple Object Access Protocol

SPAN Switched Port Analyser aka Port Mirroring

SSH Secure Shell

SSL Secure Sockets Layer

TAP Test Access Port

TCP/IP Transmission Control Protocol/Internet Protocol TotalAPM Total Application Performance Management VLAN Virtual Local Area Network

VPN Virtual Private Network

(35)

G-Cloud Service Definition. Atos Total Application Performance Management for Cloud SaaS