USER EXPERIENCE MONITORING Service Definition

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1 About Littlefish Established in Nottingham in 2003, Littlefish (UK) Ltd has an innovative, stable and successful history in Managed IT Services and has grown continuously over the last ten years. Through organic growth Littlefish boasts over 80 customers across multiple sectors, currently ranging from users. Service Overview When it comes to monitoring the availability of your business critical applications, most proactive support companies would be able to tell you the availability of your infrastructure, simply identified as your servers and network devices. But what is this actually telling you? Just because a server is up doesn t mean that the applications and services it hosts are also up. A narrower band of support companies take that a step further and will tell you the actual availability of your business critical applications over a given period. This is more useful information but again, it s a little too on or off to provide true insight into the availability and performance of your key systems. And crucially, it doesn t provide any real insight into the experience your end-users have when interacting with their business critical applications. As with the underlying infrastructure, just because an application is up doesn t mean it s usable from an end-user perspective. Help Desks in all organisations still get calls from user s complaining that their application access is too slow. And when this happens end-user satisfaction is diminished which in turn impacts the productivity of your organisation. Whilst also being able to pro-actively monitor and report at both the infrastructure and application level, Littlefish have developed a truly unique and innovative managed service offering. Littlefish s User Experience Monitoring (UEM) service provides organisations with the ability to continually monitor the availability and performance of business critical applications, not just from an up or down perspective, but from where it matters most, the end user perspective. With Littlefish UEM you can simulate the application specific actions (transactions) your users undertake on a day to day basis and measure how long they re taking to complete. After agreeing an acceptable baseline for transaction response it becomes possible to ensure your applications and services are performing well, but also critically, to identify when access to your business critical applications is degraded. Being able to ascertain this level of information will help to resolve application performance degradation as soon as it starts to occur, extending the boundaries of proactivity by further enhancing the ability to nip any impending application outage in the bud. How Littlefish User Experience Monitoring Works Littlefish s UEM Service can be quickly implemented into any customer environment via the following process.

2 1. Littlefish Consultant works with Customer to identify key business critical applications and associated typical transactions. Baseline measurements are taken. 2. Littlefish Consultant works with typical transactions to make them simulation ready. 3. Once typical transactions are ready for simulation they are then invoked on a frequent basis (every 15 minutes for instance) and the completion time for the transaction is repeatedly monitored and recorded. 4. Where an application transaction is found to be completing outside of the acceptable baseline threshold an alert is generated and sent to the Littlefish Operations Team. 5. The Littlefish Operations Team then work to quickly address the degradation and prevent any further performance issues or complete outage, or refer the alert (and supporting information) directly to the Customer s internal or external support providers for further action. 6. On a monthly basis information gathered through the monitoring process is reported back to the customer in an exec-level friendly format, providing a truly user-centric overview of availability and performance in the preceding period.

3 Service Features Fully managed 24/7 service Ease of rapid deployment Completely vendor agnostic and therefore compatible with any application Possible to configure multiple simulated transactions per application Ability to monitor an application from multiple locations Executive and/or Technical Monthly reports of application performance and availability **Coming soon** - Real time RAG status of application performance and availability Benefits Adopt next generation, enterprise level IT systems performance measures as a Managed Service, raising the bar for IT service delivery standards within your business at a fraction of the cost of implementing in-house monitoring solutions Proactively identify and troubleshoot application performance degradation faster Achieve rapid root cause analysis by monitoring various sub components of a transaction Ensure users remain productive by restoring acceptable application performance as quickly as possible Eliminate finger-pointing between internals teams and suppliers with regards to responsibility and root-cause Manage ISV relationships with quantitative feedback on application performance Understand performance trends for your applications and utilize metrics to plan for improved and enhanced application usage Improve the interaction between your users and their business-enabling applications Information Assurance Due to the nature of Littlefish s varied customer base we have cause to work in line with ISO27001, PCI-DSS and SOx adherence requirements. Whilst not currently holding ISO27001 certification we are intending to achieve accreditation within the next 12 months. Although this service is currently suitable for IL0 level environments we anticipate, through our current working practices and our ambition to achieve ISO27001, that the service will be accredited to IL2 in future. Littlefish s UEM agent is natively configured to send monitoring datapoints over the internet in an unencrypted manner however encryption and authorisation can be enabled. The service supports FIPS based cryptography as well as legacy non-fips encryption methods. All Littlefish personnel are DBS checked as standard. On-boarding and Off-boarding On-boarding, as defined in the Service Overview, involves an initial consultative engagement to identify key business critical applications and associated typical transactions, take baseline measurements, and work to simulate these transactions.

4 The initial consultative engagement typically runs for 1-5 days dependent on the number and complexity of applications to be monitored. On-boarding is charged on a T&M basis at /day. Resource can be engaged within 5 days of order to undertake the initial consultation and setup exercise. It is necessary to install Littlefish s UEM Agent as part of the on-boarding process. The agent is installed on only those devices utilised for application performance measurement (typically a dummy terminal or PCs setup specifically for such purpose). For clarity there is no requirement to install an agent on every end-user device. Off-boarding involves Littlefish returning all documentation to the customer and also providing a CSV export of all monitored monitoring datapoints captured during the lifecycle of the contract. Once the monitoring datapoints have been exported and confirmed as accepted by the customer Littlefish then purges the monitoring datapoints from the UEM database. Finally the UEM agents and any remote connectivity are uninstalled/disabled. No charges are envisaged in relation to off-boarding. Data Restoration/Service Migration The process of data export as defined above will be completed within a maximum of 5 days from the end of the contract. Although a complete set of monitoring datapoints will be provided it is unlikely that these can be imported into an alternative monitoring solution. Pricing The UEM service is priced at 175 per Application per Device per Month. It is possible to monitor multiple transactions per application on a single device (within the price outlined) and typical engagements would focus on three or four critical transactions. If similar monitoring is required from an alternative device (e.g. location) then a further charge is incurred. By example: A customer may choose to monitor a transaction within its SAP application from a device at its HQ. A single charge (of 175 per month) is applicable as there is a single application from a single device being monitored. The customer then decides to monitor a further transaction in a generic in-house developed web application, again at its HQ. A further charge of 175 per month would be applicable at this point ( 350 per month total) as there are now two applications being monitored.

5 Finally, the customer decides to monitor the same SAP transaction as outlined above, but from a satellite office experiencing poor performance over the corporate WAN. A further charge of 175 per month would be applicable at this point ( 525 per month total) as there are now two devices, assuming that the previously outlined monitors were maintained. As described in the on-boarding section the charge for on-boarding is based on a T&M basis at 720/day. Service Levels Littlefish commit to ensuring that any identified threshold breaches are notified to the customer within 15 minutes of occurrence. Monthly reports are distributed to the customer within 10 working days from the start of the month. The service will be provided on a 24/7 basis based on a % availability KPI. Service Support & Management Support is provided for the UEM service via Littlefish s Service Desk. The Service Desk can be contacted via either phone, or self-service portal. As standard the UEM service involves Littlefish referring application threshold breaches to the customer in order that the customer (or a nominated supplier) can initiate its own triage and remediation processes. Littlefish are however able to extend the service to initiate triage and remediation activities for the monitored applications on behalf of the customer. Due to the wide scope of potential monitored applications (the UEM service works with any application) we would discuss support requirements and associated charges on a case by case basis. Monthly reports are provided as part of the service detailing trend analysis on monitored application performance (detail of response times) and a breakdown of all threshold breaches identified in the monitored period. Service Credits Littlefish do not envisage committing to a Service Credit regime as part of the service however this can be negotiated in advance if an absolute requirement. Ordering & Invoicing Ordering is facilitated through the CloudStore and associated contract and order form collateral.

6 The service is invoiced monthly in advance based on the number of Applications per Device requiring monitoring in the forthcoming period. Payment is via Direct Debit or Standing Order with payment taken on the 1 st day of the month. Term & Termination The minimum term for the service is 30 days. After the minimum term the service will continue on a rolling 30 day basis until terminated. As a consequence 30 days notice of termination is required to exit the contract. Technical Requirements As part of the on-boarding process it is necessary to install the Littlefish UEM agent onto each device used for monitoring. The Littlefish UEM agent uses a very small footprint on the monitored device (c.50mb disk space required and negligible performance overhead). Littlefish s UEM agent is natively configured to send monitoring datapoints over the internet in an unencrypted manner however encryption and authorisation can be enabled. The service supports FIPS based cryptography as well as legacy non-fips encryption methods. Where security dictates it may also be a requirement to create an IPSEC VPN between Littlefish and one or more of the customer s locations. This is normally achieved by creating a tunnel between Littlefish s Cisco ASA pair and the customer s firewall device. Traffic from the monitored device would then be encrypted across the VPN session. Service Constraints The service will be provided on a 24/7 basis based on a % availability KPI. Where service downtime is required it will occur at weekends and be notified to the customer at least 48 hours in advance. Backup/Restore & Disaster Recovery Littlefish operate a fully resilient service. Littlefish s UEM platform is operated as a Cloud service from within Tier 3 Data Centres. Snapshots of the platform are taken on a 15 minute basis and replicated to an alternative Data Centre. Training No training is required to utilise the service. Consumer Responsibilities All relevant responsibilities are outlined in the associated Terms & Conditions.

7 Trial Periods There is no trial period offered with this service stream.