G-Cloud Service Definition Atos Total Application Performance Management for Cloud SaaS
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. ii
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 Reduce Mean Time To Repair. iii
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Contents 1. Introduction... 1 1.1 Service summary... 1 2. Service overview... 2 2.1 Technology Layer... 2 2.2 Performance Management... 11 3. Pricing... 12 3.1 Price breakdown... 12 3.1.1. TotalAPM Performance Manager... 12 3.1.2. Passive Real User Monitoring... 13 3.1.3. Deep Dive Application Transaction Tracing... 14 3.1.4. Synthetic Web Application Monitoring from the Cloud... 15 3.1.5. Off-Boarding... 16 3.2 Termination terms... 16 3.2.1. By consumers (i.e. consumption)... 16 3.2.2. By the Supplier (removal of the G-Cloud Service)... 16 4. Service levels... 17 4.1 Service Availability... 17 4.2 Support Availability... 17 4.3 Additional Service Levels / KPIs... 17 5. Service constraints and additional requirements... 18 6. On-boarding and Off-boarding... 19 6.1 On-Boarding... 19 6.2 Off-Boarding... 19 7. Backup/restore and disaster recovery... 20 8. Service management... 21 9. Technical requirements... 22 10. Information assurance... 23 11. Data restoration / service migration... 24 12. Consumer responsibilities... 25 13. Training... 26 14. Ordering and invoicing process... 27 15. Financial recompense... 28 16. Glossary of terms... 29 v
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 endto-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. 1
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 Available dashboards 2
Summary Figure 1 Application Summary Dashboard Standard Figure 2 Standard Application Dashboard 3
Performance Figure 3 Application Specific Performance Dashboard Application Health (1) Figure 4 Application Health Dashboard 4
Application Health (2) Figure 5 Application Health Dashboard (Extended) Application Health (3) Figure 6 Application Health Dashboard (Drilldown) 5
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 Figure 7 Internet Health Map 6
Response time by City Figure 8 Application Response time by City Web page waterfall chart Figure 9 Web page waterfall chart 7
Real User Conversions Figure 10 Real User Conversions (Deep Dive integration) 8
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 Figure 11 Application Architecture Map with Fault Isolation 9
Application Service Health Map Figure 12 Application service health map Individual Server Host Information Figure 13 Application Server Host Information 10
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 Change Assurance Proactive Performance Recommedation Planning 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. 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. A monthly plan cataloguing the recommendations derived from application optimisation and incidents, and their current status/recommended plans. 11
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 Problem Assurance 140 Per Application Incident Assurance 85 Per Application Application Optimisation 200 Per Application Change Assurance 190 Per Application Performance Recommendation Planning 150 Per Application Per Month Per Month Per Month Per Month Per Month Per Month Options Unit Frequency Includes Reactive See SDE section 2.2 Reactive See SDE section 2.2 Reactive See SDE section 2.2 Proactive See SDE section 2.2 Proactive See SDE section 2.2 Proactive See SDE section 2.2 Enablement Services 1,400 per day OTC 3rd party Professional Services 12
3.1.2. Passive Real User Monitoring Passive Real User Monitoring Setup Rate Card Unit Frequency Includes Infrastructure/ Architecture Assessment On-boarding 52,000 Per Customer Option: Probe Deployment 960 Per Day per order SFIA Day rate Level 5 Solution Integration OTC 5,000 Per Probe OTC H/W, OS Run Unit Frequency Includes Low Complexity Application Decode Medium Complexity Application Decode High Complexity Application Decode Platform Maintenance 20,000 Per Customer Monitoring Software support CAS, BSM, ADS, DB Reporting infrastructure, configuration &setup, HW installation 1,300 Per Host Per Annum Host License Payable upfront 2,700 Per Host Per Annum Host License Payable upfront 5,400 Per Host Per Annum Host License Payable upfront 500 Per Customer Per Annum Per Month Options Unit Frequency Includes Maintenance of SaaS Platform Support and Maintenance of monitoring software Enablement Services 1,400 per day OTC 3rd party Professional Services Training 1,400 Per Delegate Per Day 4 day course 13
3.1.3. Deep Dive Application Transaction Tracing Deep Dive Application Transaction Tracing Setup Rate Card Unit Frequency Includes 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 Platform Maintenance 16,500 Per Customer Per Annum Per Annum Server Agent Licensing Dotnet, Java VM or PHP WebServer payable upfront Maintenance of SaaS Platform Monitoring Software support 400 Per Customer Per Month Support and Maintenance of monitoring infrastructure ATS Options Unit Frequency Includes 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% 76-100 62.5% 14
3.1.4. Synthetic Web Application Monitoring from the Cloud Synthetic Web Application Monitoring from the Cloud Setup Rate Card Unit Frequency Includes 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 2 500000 73,000 Per Plan Level Per Annum 3 750000 97,000 Per Plan Level Per Annum 4 1000000 116,000 Per Plan Level Per Annum 6 2500000 231,000 Per Plan Level Per Annum 9 5000000 399,000 Per Plan Level Per Annum 11 7500000 596,000 Per Plan Level Per Annum Web site performance measurements for use as the customer sees fit Web site performance measurements for use as the customer sees fit Web site performance measurements for use as the customer sees fit Web site performance measurements for use as the customer sees fit Web site performance measurements for use as the customer sees fit Web site performance measurements for use as the customer sees fit 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 15
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 Report pack and analysis defining performance benchmark against competitor web sites Financial Service Benchmark 28,900 per Benchmark Per Order Report pack and analysis defining performance benchmark against competitor web sites Non-Financial Services benchmark 14,500 per Benchmark Per Order Report pack and analysis defining performance benchmark against competitor web sites 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 prior written notice of termination as per the guidance within the GPS G-Cloud Framework Terms and Conditions. 3.2.2. By the Supplier (removal of the G-Cloud Service) Atos commits to continue to provide the service for the duration of the Call Off Contract subject to the terms and conditions of the G-Cloud Framework and Atos Supplier Terms. 16
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 Incident handling window Severity 1, 2 Severity 3, or 4: Support language 7*24 hours (all days) 24 hours a day 7*24 hours (all days) 24 hours a day 7*24 hours: All days, 24 hours a day 5*10 hours: Business Days, 08.00 18.00 h 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). 17
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. 18
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. 19
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. 20
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. All support is delivered via ISO27001 certified ITIL services. 21
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 WAN (Customer connectivity). 22
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. 23
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. 24
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 questionnaire provided as part of the on-boarding process. 25
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. 26
14. Ordering and invoicing process Ordering this product is a straightforward process. Please forward your requirements to the email address GCloud@atos.net 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/. 27
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. 28
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 WAN Wide Area Network 29
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