XEROX (UK) LIMITED

Xerox IT Solutions - HPE Aruba Networking - Networking Management

HPE Aruba's Managed Networking Services offers a simple and secure way to configure, deploy and monitor Wi-Fi access points, gateways and LAN wired infrastructure. This service can be delivered in a number of flexible ways. Xerox ITS deliver this using modern network principles with Aruba Central Netconductor (EVPN/VXLAN)

Features

• Cloud Management Platform. HPE Aruba Networking Central
• Orchestration of LAN / Wi-Fi and SDWAN devices
• Zero-Touch Provisioning of all network devices (LAN & Wi-Fi)
• Xerox ITS NOC Service. Management of Networks as MSP
• Adoption of HPE Juniper MIST platform for AI Operations
• Integration with Cloud Authentication Identity providers
• Micro-segmentation of network as security standard

Benefits

• Single platform management of Wi-Fi, LAN and SDWAN
• Flexible financial models, NaaS, MSP and Cap-ex/Op-ex
• AI Operations to provide self-healing network
• Network Time Travel, to rollback network for troubleshooting
• High performance, scalable, secure and resilient Wired and Wi-Fi Network
• Secure access with integration into SASE services

• Education pricing 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 uxb.bidteam@xerox.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

647648824830805

Contact

Steve Young
01895251133
uxb.bidteam@xerox.com

About your service

• Service categories:

  Systems Infrastructure Software

  Network

  Network infrastructure software

  • Network application delivery
  • Software-defined networking (SDN)

  Network management

  • Network performance management (NPM)
  • Network operations management (NOM)
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Will only manage Aruba hardware however can monitor multi vendor
• System requirements:
  • Cloud Management (Aruba Central) requires active subscriptions
  • ClearPass Policy Manager system requirements based on size requirements

User support

• Email or online ticketing support: Yes
• Support response times: For High severity incidents where an incident is causing an extremely serious impact to the business - 15 minutes; ; For Medium severity incidents where an incident is causing significant impact to the business - 30 minutes; ; For Low severity incidents that affect service and where there is small impact to the business - 60 minutes; ; Where 24x7 service is in place, these response times are consistent throughtout the entire service period.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Operating a fully managed 24x7 support desk we provide L1 through to L3 support and vendor interface. This can be used in UK office hours or as a 24x7 service, and includes full service management and technical account management. We are ISO 20000 accredited and our service processes align to that and to ITIL.; ; Support packages are always designed bespoke to fit each clients particular requirements, and typically will comprise one of the following:; a. First and second line service desk - from £500 pcm; b. Third line escalated service desk - from £750 pcm; c. Full service desk offering - from £1,000 pcm; d. Full service desk offering with proactive service management to include monitoring and patching - from £1,500 pcm; ; Service levels are set for response and resolution by incident severity and are defined to match client needs.; ; Service and account management encompasses analysis, reporting, major incident response, technology reviews, advice and guidance.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Xerox ITS delivers the project delivery as ; -Initial Service Scoping and Discovery. A collection of requirements and expectations aligned with the business outcomes. ; -Project Definition, with High and Low Level Designs. Resource planning and engineer resources aligned. Defined User Acceptance Testing. ; -Project Delivery with engineering and project management functions. ; -Transition to Business As Usual (BAU) service,
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The customer can download and save all configuration and reports prior to the service ending.
• End-of-contract process: The end user will be notified in advance of their contracts expiring and will be given a quotation with regards to extending the service. At the end of the contract any access to HPE Aruba Central Cloud Managed Network will cease, however the customer infrastructure will continue to operate. The customer would also lose HPE Aruba Central management, monitoring and reporting.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Account Management and accessible through Aruba Central Platform.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: All metrics available within Aruba Central are available with API calls.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Company branding with guest Wi-Fi services, various policies and configuration options, settings, notifications, authentication requirements.

Scaling

• Independence of resources: Dedicated workspaces are created for each customer in the Greenlake platform which Aruba Central is a service. These are hosted by HPE Aruba across both public cloud and on premise if required. Dedicated resources are allocated per enterprise workspace account

Analytics

• Service usage metrics: Yes
• Metrics types: All user logins are recorded and audited in HPE Greenlake platform. All configuration changes are logged in Central Auditing. ; HPE Aruba Central platform provides all network metrics, including user details, network performance metrics from endpoint across SDWAN fabric.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: HPE Aruba Networking Services (DCN, LAN, Wi-Fi & Security)

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Accessing the data to export from the HPE Aruba Central Platform.
• Data export formats:
  • CSV
  • Other
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: HPE Aruba Networking service provides the customer a 24*7*365 schedule. This service has a targeted 99.9% availability on a quarterly basis, excluding scheduled maintenance windows.
• Approach to resilience: Available upon request
• Outage reporting: The service reports any outages via email alerts and telephone calls, as well as API integration into service desk applications. eg. ServiceNow

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: All users with access to the management interface are assigned privileges through the HPE Greenlake identity access management platform. Where access is permitted to aspects of the platform, eg. Administrator, operator, read only.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: Available upon request
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All requested changes are held to a process managed through an ITIL based Change Control Process. This looks at technical suitability, security risks and impact to service; with approval from the customer who forms part of the change control board.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Xerox ITS Service desk are integrated with a partner service of HPE Aruba Network to ensure that any reported/disclosed vulnerabilities are patched during the planned and controlled maintenance window
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Any potential compromises are detected or imformed by HPE Aruba Networks. Published CVE's and regular monitoring may determine a vulnerability that is acted upon with high priority until they are proven to be benign or corrective action is needed to be taken to mitigate the problem.
• Incident management type: Supplier-defined controls
• Incident management approach: We are ISO 20000 accredited and follow processes that are closely aligned to the ITIL framework, this includes Incident Management.; ; As part of our managed service process, the customer is provided with full details of how to log a support call, including all logging methods and the required information for the service desk. It is then managed by the team under the service desk based on severity and service levels. Escalations procedures are provided as part of the onboarding.; ; For major incidents, a Major Incident Report is generated and shared with the client's management representative and includes root cause analysis.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

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

• Less than £250,000: 0.01%
• Between £250,000 and £500,000: 0.01%
• Between £500,001 and £1,000,000: 0.01%
• Between £1,000,001 and £2,500,000: 0.01%
• Between £2,500,001 and £5,000,000: 0.01%
• Over £5,000,001: 0.01%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Thursday 11 July 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Friday 15 March 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 0eab3d37-9204-413e-9c9c-bd6fd5e69c99
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Ce7299cc-729f-4f32-81fb-f3bc41540d66
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

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 uxb.bidteam@xerox.com. Tell them what format you need. It will help if you say what assistive technology you use.