ThousandEyes
By Cisco Systems, Inc.
The typical implementation process for ThousandEyes software follows these steps:
Initial Assessment: Analyze the client’s network and monitoring needs.
Planning & Design: Develop a tailored monitoring strategy for application performance and network visibility.
Deployment: Install ThousandEyes agents across the network and cloud infrastructure.
Configuration & Customization: Set up dashboards, alerts, and reports specific to the client’s requirements.
Testing & Optimization: Verify data accuracy, refine monitoring metrics, and make necessary adjustments.
Training & Handover: Provide training to users on effective platform usage.
The process typically takes 2-6 weeks.
ThousandEyes offers customizable dashboards and reports to fit specific business needs:
Users can create custom alerts with configurable criteria and actions.
The platform provides a REST API that allows integration with external systems and custom reporting.
Customers can deploy Enterprise Agents within their own infrastructure to customize monitoring vantage points.
Test configurations can be customized to monitor specific applications, networks, and services.
Endpoint Agents can be deployed to monitor employee digital experience from user devices.
Custom metrics can be defined using metric templates.
Training and support process for ThousandEyes:
Learning Center: ThousandEyes provides a Learning Center with techtorials and glossary definitions to help users learn about IT, networking, and cloud concepts related to the platform.
Documentation: Comprehensive product documentation is available, including a New User FAQ to answer general questions about the ThousandEyes platform and how to access it.
Onboarding process: New users logging in for the first time are presented with an initial setup screen that offers the option to select and deploy templates, allowing them to quickly set up monitors and get familiar with the platform.
Training courses: Cisco offers official training courses on implementing and troubleshooting networks using ThousandEyes, such as the Implementing and Troubleshooting Networks Using Cisco ThousandEyes (ENTEIT) course.
Chat support: ThousandEyes offers a chat support option, which is described as the quickest way to get support.
Best practices guides: ThousandEyes provides certified templates and best practices guides for more complex use cases.
Webinars: ThousandEyes conducts webinars to introduce new users to the platform, such as the ThousandEyes 101: Introduction webinar.
Video resources: There are product overview videos and introductory videos available on topics like end-user monitoring.
Community support: ThousandEyes has a community forum where users can ask questions and get help from other users and experts.
Security measures for ThousandEyes:
Data encryption: ThousandEyes uses Transport Layer Security (TLS) version 1.2 or above to protect data in transit between networks. All data entries by customers as part of their test settings are encrypted at the application level.
Access controls: ThousandEyes implements role-based access control to restrict access to management interfaces and support channels.
Authentication: ThousandEyes uses username/password or Single Sign-On (SSO) for user authentication. Management access uses single sign-on with multi-factor authentication.
Audit logging: User activity audit information is stored for at least 12 months.
Penetration testing: ThousandEyes conducts penetration testing at least every 6 months using an external penetration testing organization.
Data center security: ThousandEyes complies with recognized standards (e.g., CSA CCM version 3.0) for data center security.
Data sanitization: ThousandEyes has a data sanitization process in place, including explicit overwriting of storage before reallocation.
Update frequency and method for ThousandEyes:
Regular updates: ThousandEyes likely releases updates regularly, as they mention providing technical support and software updates for issues found in versions of Enterprise Agent software issued within six months of the most recent release date.
Automatic updates: Enterprise Agents normally perform software updates automatically when ThousandEyes makes an update available.
Notification system: ThousandEyes has a system for notifying customers about updates and changes. They provide at least 90 days' advance notice for material feature or function removals, with notifications made in the Release Notes section of the Service.
Opt-in email notifications: Customers can sign up for email notifications about updates.
Data Portability:
ThousandEyes provides several options for exporting and accessing data:
API access: A RESTful API allows programmatic access to retrieve test data and other information.
Data export: Users can export data in XML, JSON, and PDF formats from the ThousandEyes portal.
Snapshots: Test data can be exported as shareable snapshots that don't require a ThousandEyes account to view.
OpenTelemetry integration: ThousandEyes offers an OpenTelemetry API to stream data to other observability platforms.
Data Retention:
Cloud and Enterprise Agent data is retained for 90 days in most cases.
Some detailed data types are retained for 30 days.
Endpoint Agent data is retained for 30-90 days depending on the data type.
Users can save specific data for longer periods using features like Saved Events.
Data Sharing:
ThousandEyes allows sharing of test data with external users via shareable snapshots and links.
Scalability methods for ThousandEyes:
Flexible consumption model: ThousandEyes uses a usage-based consumption model, allowing customers to scale their usage up or down based on their needs
Annual subscription: ThousandEyes operates on an annual subscription model, with pricing based on visibility needs
Pay for what you use: Customers only pay for what they actively use, with no fixed pricing tiers, base fees, or hidden costs
Unit-based pricing: Pricing is calculated based on the number, type, and frequency of monitoring tests being run
Adjustable usage: Customers can add, remove, or edit scheduled tests, which will instantly change their unit projection and usage
No charge for unused projections: If tests are deleted or disabled, customers are not charged for units that would have otherwise accrued
Monthly reset: After each billing cycle, the account is reset to the contracted number of units
API for automation: ThousandEyes provides an API that can be used to automate test creation and management, allowing for more efficient scaling
Managed Service Provider (MSP) options: For MSPs, ThousandEyes is available through the Cisco Managed Services Licensing Agreement (MSLA), offering a consumption-based model that allows for quick adaptation to market demands without complex contract changes
Renewal:
ThousandEyes operates on an annual subscription model.
The subscription automatically renews for successive one (1) year terms unless either party provides written notice of non-renewal at least thirty (30) days prior to the end of the then-current term.
Renewal pricing may be subject to change, and customers should refer to their specific agreement or contact their account representative for details.
Cancellation:
Customers can terminate their subscription by providing written notice of non-renewal at least thirty (30) days before the end of the current term.
If a customer terminates the subscription for convenience or ThousandEyes terminates for the customer's material breach, the customer must pay all unpaid fees for the remainder of the subscription term.
In case of termination, ThousandEyes will make customer data available for retrieval for thirty (30) days after the effective date of termination.
Additional terms:
ThousandEyes may discontinue or modify the Cloud Service upon 180 days' notice, or immediately if required by law or third-party service provider.
If ThousandEyes discontinues a material feature or materially reduces the Cloud Service's functionality, the customer may terminate their subscription and receive a pro-rata refund.
ThousandEyes may suspend the Cloud Service immediately if the customer violates Section 3 (Use of Service) or Section 9 (License Compliance) of the Offer Description.
For material breaches other than those mentioned above, ThousandEyes will provide a 30-day cure period before termination.
ThousandEyes adheres to the following compliance standards:
SOC 2 Type II: ThousandEyes has achieved SOC 2 Type II certification, which demonstrates their commitment to data security and privacy controls.
ISO 27001: ThousandEyes complies with ISO 27001 standards for information security management systems.
CSA CCM v3.0: ThousandEyes complies with the Cloud Security Alliance Cloud Controls Matrix version 3.0 for data center security.
HIPAA: ThousandEyes can support customers who need to comply with HIPAA regulations for healthcare data privacy and security.
PCI DSS: ThousandEyes can assist customers in meeting Payment Card Industry Data Security Standard requirements.
EU Cloud Code of Conduct: Cisco ThousandEyes has achieved Level 3 compliance with the EU Cloud Code of Conduct, which is the highest level of compliance for cloud service providers in the EU.
GDPR: ThousandEyes has measures in place to support GDPR compliance given their EU Cloud Code of Conduct certification.
