ARROW BUSINESS COMMUNICATIONS LIMITED (Trading under the brand name ARO)

ARO- Virtual Client Computing iSaaS

Arrow Virtual Client Computing is delivered from secure UK data centre environments supporting virtual desktop services. The platform operates in alignment with recognised information security standards and supports public-sector connectivity requirements, including HSCN where required and subject to customer eligibility.

Features

• Cloud-based virtual client computing delivered as iSaaS
• Supports shared or customer-dedicated cloud environments
• Centralised delivery and management of virtual compute
• Secure and resilient virtualised platform
• Operated in alignment with ISO 27001 and Cyber Essentials Plus
• Supports private and internet-facing connectivity options
• HSCN connectivity supported where eligible
• Supports deployment of business, clinical, and research applications

Benefits

• No customer capital investment in infrastructure software
• Consumption-based pricing aligned to usage
• Consistent virtual compute across environments
• Supports data protection and information governance
• Designed to support service availability and resilience
• Clear service scope and exit arrangements
• Access to dedicated account management

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 sds.contracts@aro.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

537802097133737

Contact

John Loftus
07545 929225
sds.contracts@aro.tech

About your service

• Service categories:

  Systems Infrastructure Software

  Physical and virtual computing

  • Virtual client computing

  Operating system environments

  • Core Operating Systems
  • Client Operating Systems

  Software defined compute

  • Virtual Machine Software
  • Container Infrastructure Software
  • Cloud System Software

  Other computing and storage software

  • Remote Desktop Control Software
  • Container Data and Infrastructure Management Software
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
• Service constraints: The service is delivered using enterprise virtualisation platforms. Supported operating systems are limited to those compatible with the underlying infrastructure. Planned maintenance is required to support platform updates and security patching. Maintenance activities are communicated in advance in line with agreed service arrangements.
• System requirements:
  • Microsoft Licencing will be via SPLA
  • Clients are required to install Anti-Virus on virtual servers

User support

• Email or online ticketing support: Yes
• Support response times: Priority 1 Issue — 1 elapsed hour;; Priority 2 Issue — 2 elapsed hours;; Priority 3 Issue — 8 elapsed hours;; ; Outside Business hours:; ; Priority 1 Issue — 2 elapsed hours;; Priority 2 Issue — 4 elapsed hours;; Priority 3 Issue — 12 elapsed hours
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: ARO provides two support levels: Standard Support and Premium Support.; ; Standard Support is provided during UK business hours, 08:00–18:00 Monday to Friday, excluding UK public holidays. Faults logged via the service desk have a target response time of four working hours. The service includes one remote support session per calendar month for non-fault changes, with a maximum duration of 15 minutes. Additional activities are chargeable in accordance with the agreed pricing schedule.; ; Premium Support provides extended cover 24 hours a day, 7 days a week, 365 days a year. Target response times are eight operational hours for standard faults and four operational hours for system-impacting incidents. Premium Support includes up to ten remote support sessions per month, with a combined maximum duration of two hours. Additional activities are chargeable at agreed rates.; ; Premium Support is available as an optional per-user add-on. Customers have access to nominated account and service management contacts. Technical support is provided by ARO cloud support engineers via the service desk.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite training, online training, and user documentation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: At contract end, Arrow supports customers with the extraction of customer data in line with agreed exit arrangements. The service supports the export of customer data in standard, industry-recognised formats to enable migration to an alternative supplier or a customer-managed environment. Data extraction is delivered through a defined off-boarding process and is subject to agreed technical constraints, timescales, and applicable commercial terms. Once data extraction has been completed and confirmed, remaining customer data is securely deleted in accordance with Arrow’s information security and data-handling policies.
• End-of-contract process: End-of-contract process; ; At contract end, the service is off-boarded in line with the agreed exit arrangements. This includes planned service decommissioning and, where applicable, support for customer data extraction in accordance with the documented data export process. Standard contract pricing includes access to the agreed off-boarding process and secure decommissioning of service components following confirmation that data extraction has been completed. Any additional activities outside the standard exit scope may be chargeable in line with the agreed pricing schedule. All end-of-contract activities are carried out in accordance with Arrow’s information security and data-handling policies.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Online, offline or via email

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Customers can customise service configuration within the agreed service scope. Configurable elements include virtual compute specifications, resource allocation, user access controls, security settings, connectivity options, and backup or recovery configurations where applicable. Configuration changes are requested through agreed service management or support channels and implemented in line with documented change and configuration management processes. Where permitted, customer administrators can manage user-level settings and access permissions through role-based access controls. All configuration changes are logged to support service stability, security, and contractual compliance.

Scaling

• Independence of resources: The service maintains logical separation between customer environments. Capacity management is performed in line with ARO’s Information Security Management System (ISMS) and includes controlled resource allocation to reduce contention risk. Platform resource usage is monitored to ensure one customer’s demand does not adversely affect others. Capacity adjustments are planned and implemented where required within the agreed service scope.; ; Where increased demand is identified, capacity adjustments are planned and implemented in a controlled manner to support consistent service performance within the agreed service scope.

Analytics

• Service usage metrics: Yes
• Metrics types: CPU; Disk; Memory; Network; Number of active instances
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type:
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing

Data importing and exporting

• Data export approach: Data exporting approach; ; Customers can request export of their data at any time, including during service operation or at contract end, in line with the agreed service scope and exit arrangements. Data is provided in standard, industry-recognised formats and transferred using secure, encrypted methods. Exported data may include user files, application data, and relevant configuration information to support migration to alternative platforms or customer-managed environments. Data export activities are delivered through a controlled process and logged in accordance with ARO’s information security policies.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Bonded fibre optic connections
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Guaranteed availability; ; The service is designed to achieve 99.9% availability per calendar month, excluding planned maintenance and agreed service exclusions, as defined in the service schedule. Availability is measured against the core service components required to deliver the service within the agreed scope. Planned maintenance is performed to support platform updates, security patching, and service improvements and is communicated to customers in advance. Where service availability falls below the stated target, eligible customers may be entitled to service credits in accordance with the agreed service credit mechanism and contractual terms. Service credits are calculated as a proportion of the applicable monthly recurring charges for the affected service period
• Approach to resilience: The service is designed with resilience built into the underlying infrastructure software and platform architecture. Resilience measures include logical separation of customer environments, controlled capacity management, and the use of resilient virtualisation platforms within UK data centre environments. Planned maintenance and platform updates are managed through defined change processes to reduce risk to service continuity. Monitoring and capacity management are used to identify and address potential resilience risks within the agreed service scope.
• Outage reporting: ARO communicates with customers in the event of a major service outage using agreed communication channels. Customers are provided with outage notifications and regular progress updates until service restoration. Following resolution, a reason for outage report is made available.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to administrative and management interfaces is restricted to authorised personnel only. Management networks are segregated from other staff networks within secure operational environments to reduce the risk of unauthorised access. Technical staff access is controlled through role-based access controls and appropriate authentication mechanisms, with permissions granted on a least-privilege basis. Access to management interfaces and support systems is monitored and logged in line with Arrow’s information security policies.
• Access restriction testing frequency: At least once a year
• Management access authentication: Public key authentication (including by TLS client certificate)

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: ARO follows a comprehensive Information Security Management System (ISMS) certified to ISO 27001 and Cyber Essentials Plus standards. Our policies cover data protection, access control, incident management, change control, and business continuity.; ; Information security is overseen by the Information Security Manager, who reports directly to the Board of Directors. All staff receive regular security awareness training and must adhere to documented security policies and procedures.; ; Compliance is ensured through internal audits, monitoring, and management reviews. Security incidents are logged, investigated, and reported through formal escalation procedures, ensuring continual improvement and accountability across the organisation.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Service components are recorded and maintained within an asset register, with asset tagging applied where appropriate. Configuration changes are managed through a formal change management process. Change requests are assessed for risk and impact against existing security and operational controls. Approved changes are implemented in a controlled manner in line with documented change management procedures to ensure service stability, security, and compliance with the agreed service scope.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Potential vulnerabilities are identified through risk assessment and ongoing monitoring. Identified issues are assessed based on severity and potential impact and are prioritised accordingly. Security patches and updates released by software and platform vendors are reviewed and applied to the service in a timely manner in line with documented vulnerability and patch management processes.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Protective monitoring is implemented through documented data protection and information security controls designed to protect personal data and reduce the risk of security incidents. Monitoring and audit activities are performed to assess the effectiveness of controls and ensure ongoing compliance with applicable data protection laws and standards. Security incidents and data breaches are managed through defined incident management procedures, including prompt reporting, containment, and remediation actions to reduce risk and prevent recurrence.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Arrow’s Data Breach Policy states that all staff must report a data breach immediately to the direct line manager.; ; The Supervisory Authority is to be notified within 72 hours of any breach where it is likely to result in a risk to the rights and freedoms of individuals.; ; A full investigation is conducted and recorded on the incident form, the outcome of which is communicated to all staff involved in the breach, in addition to upper management. A copy of the completed incident form is filed for audit and record purposes.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Trial periods can be arranged as part of PoC analysis. These periods are usually incorporated into a longer contract

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DNV Business Assurance UK Limited
• ISO/IEC 27001 accreditation date: Friday 1 December 2023
• What the ISO/IEC 27001 doesn’t cover: All ARO's services submitted to G-Cloud are covered, within the full scope included below. Nothing outside of the scope is covered:; ; Provision of IT and Telecommunications Services (AV and Video Conferencing, Business Mobile, Cloud Telephony, Contact Centre, Cyber Security, Data Centre Services, Data services, IT, Software Development, Mobile Data) in accordance with the Statement of Applicability, version 1.0, plus Code of Practice ISO 27017:2015 on information security controls for cloud services and Code of Practice ISO 27018:2019 for protection of personally identifiable information (PII) in public clouds.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: DNV Business Assurance UK Limited
• ISO 9001 accreditation date: Friday 1 December 2023
• What the ISO 9001 doesn’t cover: All ARO's services submitted to G-Cloud are covered, within the full scope included below. Nothing outside of the scope is covered:; ; Provision of IT and Telecommunications Services (AV and Video Conferencing, Business Mobile, Cloud Telephony, Contact Centre, Cyber Security, Data Centre Services, Data services, IT, Software Development, Mobile Data).
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Bfeb01f3-8386-4dfa-b3a9-078b0111c144
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 1b2adc2c-4104-4659-93b5-35908194c9b4
• Other security certifications: Yes
• Any other security certifications: NHS DSP Toolkit

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 sds.contracts@aro.tech. Tell them what format you need. It will help if you say what assistive technology you use.