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

ARO Virtual Desktop Infrastructure (VDI) iSaaS

Arrow Virtual Desktop Infrastructure (VDI) iSaaS provides a cloud-based virtual desktop capability delivered as Infrastructure Software as a Service. The service supports secure access to virtual desktops using a consumption-based pricing model and can be configured to meet customer operational and governance requirements.

Features

• Virtual desktop platform configurable for public-sector and healthcare workloads.
• Secure, resilient virtualised infrastructure supporting virtual desktop delivery.
• Accredited to International standards including ISO 27001, Cyber Essentials Plus
• Supports private and public-sector connectivity, including HSCN where eligible.
• Platform designed to support secure remote access to virtual desktops

Benefits

• Consumption-based pricing aligned to usage
• Stable platform designed for operational continuity
• Ability to scale virtual desktop resources in line with demand
• Predictable costs through defined pricing structures
• Supports reliability, privacy, and governance requirements
• Enables secure remote and home-working access to virtual desktops

• 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

821835743789441

Contact

John Loftus
07545 929225
sds.contracts@aro.tech

About your service

• Service categories:

  Systems Infrastructure Software

  Storage

  Data replication and protection

  • Host or Hypervisor-Based Replication 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 VMware-based virtualisation platforms. Supported operating systems are limited to those compatible with the underlying VMware environment.
• 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: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide two levels of support, Standard and Premium: Standard business hours are 8 - 6pm, Monday-Friday. Standard support guarantees a response within 4 working hours to a fault properly reported to Arrow’s support team. The contract also includes 1 dial in per calendar month for any non-fault related moves, adds and changes with a maximum time of 15 minutes. Outside these parameters moves and changes will become chargeable as follows; Remote dial in, £50 for up to 15 minutes or £90 per hour. Onsite call outs, £95 for the first 30 minutes and £27 for every 15 minutes thereafter. Premium support provides a maintenance service 24/7/365. The maximum response time for a Standard Fault will be 8 operational hours and the maximum response time to a System Crash will be 4 operational hours. The contract includes up to 10 dials-in per month with a maximum total time limit of 2 hours. Outside these parameters moves and changes will become chargeable as follows; Remote dial in, £50 for up to 15 minutes or £90 per hour. Onsite call outs, £95 for the first 30 minutes and £27 for every 15 minutes thereafter. Premium support is an additional £5.00 per user.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Getting started; ; Onboarding is delivered through a structured remote process aligned to the agreed service scope. Arrow works with the customer to confirm virtual desktop configurations, user access requirements, and integration dependencies. Configuration is implemented within Arrow’s cloud platform and documented prior to service handover.; ; Offboarding; ; At contract end, Arrow supports service offboarding in accordance with agreed exit arrangements. This includes data export where applicable and secure decommissioning of service components following confirmation of data extraction.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Arrow supports customer data extraction at contract end in line with agreed exit arrangements. Data is provided in standard, industry-recognised formats to support migration to alternative suppliers or customer-managed environments. Following confirmation of extraction, remaining data is securely deleted.
• End-of-contract process: Service decommissioning and migration activities are carried out in accordance with agreed exit arrangements. Any associated charges are defined at contract commencement.
• Documentation accessibility standard: WCAG 2.2 AA

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: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service is accessed via supported virtual desktop client software installed on customer devices. Administrative management is performed through secure management interfaces operated by authorised Arrow personnel. User access is controlled through secure authentication mechanisms and policy-based access controls.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The service aligns with the principles of WCAG 2.2 Level AA where applicable to service interfaces and documentation. As an infrastructure software service, user interaction is primarily via supported client software and administrative tools, with accessibility considerations applied to management interfaces and service documentation.
• API: No
• Customisation available: Yes
• Description of customisation: The service can be customised to meet customer requirements, including virtual desktop configurations, user access controls, resource allocation, security policies, and connectivity options, within the agreed service scope.

Scaling

• Independence of resources: Capacity management for the service is operated in accordance with ARO’s Information Security Management System (ISMS). The capacity management process is designed to support service availability through planned monitoring, forecasting, and controlled resource management.; ; Capacity is reviewed to ensure sufficient resources are available to support customer workloads within the agreed service scope. Where changes are required, capacity adjustments and platform enhancements are planned and implemented in a controlled manner to support service continuity.; ; Resource planning is managed to maintain logical separation between customer environments and to ensure resource usage is monitored and controlled.

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: Customers can request the export of their data at any time, including during service operation or at contract end, in accordance with the agreed service scope and exit arrangements.; ; Data is provided in standard, industry-recognised formats and transferred using secure, encrypted methods. Exports 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, with access restricted to authorised personnel. All export actions are logged and managed in line with ARO’s information security and data-management 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: The service is designed for 99.9% availability per calendar month, excluding planned maintenance and agreed exclusions. Service credits may apply where targets are not met, in line with contract terms.
• Approach to resilience: The service is delivered from a resilient virtualised platform supporting redundancy and automated recovery to reduce the impact of component failure.
• Outage reporting: Customers are notified of major service outages via email. Regular progress updates are provided until resolution, followed by a reason-for-outage report.

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: Administrative and management networks are physically separate from other staff networks, within our secure NOC. Technical Staff access is strictly controlled.
• 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 a configuration and asset management register in line with documented management processes. Where changes to the service are required, change requests are submitted through a formal change management process.; ; Proposed changes are assessed for risk and impact against existing security and operational controls. Changes are reviewed and approved through a controlled change management function to ensure they are implemented in a planned manner that supports service stability, security, and continuity.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: ARO operates a vulnerability management process aligned with its Information Security Management System.; ; Potential threats are identified through risk assessments, security reviews, vendor security advisories, and threat intelligence sources. Identified vulnerabilities are assessed based on severity, likelihood, and potential impact on the service.; ; Security patches and mitigations are prioritised according to risk. Updates provided by software and platform vendors are reviewed and deployed in a controlled and timely manner in line with change management processes. Where appropriate, mitigations may be applied prior to full patch deployment.; ; Information on threats is obtained from vendor notifications, vulnerability disclosures, and industry security advisories
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: ARO operates protective monitoring processes aligned with its Information Security Management System.; ; Potential compromises are identified through security monitoring, audit logging, system alerts, and regular review of platform and service activity to detect unusual or unauthorised behaviour.; ; When a potential compromise is identified, it is assessed for scope, impact, and severity. Containment and remediation actions are initiated in line with documented incident management procedures, with escalation through defined reporting channels.; ; ARO responds to suspected security incidents promptly, with response actions prioritised based on risk and potential service impact. All incidents are logged, reviewed, and used to support continuous security improvement.
• 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: ARO operates documented incident management processes aligned with its Information Security Management System (ISMS). Pre-defined procedures are in place for common security and service incidents.; ; Users report incidents through the ARO service desk using agreed contact channels. Incidents are logged, categorised, and assessed to determine impact and priority.; ; Incidents are investigated and managed through to resolution in line with documented procedures. Incident records are maintained for audit purposes, and incident reports are provided to customers where appropriate and in accordance with contractual and regulatory requirements.
• Post-quantum cryptography secure: No

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.