Arrow Business Communications Limited

NFON - Arrow Ola Nhanced

The Arrow Ola Nhanced Telecommunication Solution offers an easy-to-use, multi-tenanted, independent and reliable Cloud telephony platform for all Public Sector organisations

Features

• Fully Hosted, Feature Rich PBX
• Flexible License Model
• Full Integration with Microsoft Teams
• Integration with ESS SIMs
• Integration with EMIS web for Primary Care
• Full Business Continuity and Disaster Recovery Options
• Carrier Grade, High-Availibility

Benefits

• Lower Costs
• Increased Flexibility
• Integration with Line of Business Applications
• Improved Communication Efficiencies
• Fully Scalable (1 - 249,000 Seats)

£4 to £10 a licence a month

• Education pricing available
• 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 gcloud@aro.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

370803895318486

Contact

John Loftus
07545 929225
gcloud@aro.tech

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Users will need an internet connection for the service, this can be shared with data or specifically for voice.
• System requirements:
  • LAN infrastructure support at least 100 Mbit/s switches
  • The internet connection must have latency below 100 ms
  • Firewall configuration required for VoIP datastream
  • DHCP server to assign IP phones a valid configuration
  • VLAN Configuration if a shared network infrastructure

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Dependant on the type of query/request, each service type has an SLA applied to it.
• 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: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: A full and complete service wrap is included in the per user pricing.; ; Arrow have a dedicated Support Team who can be accessed directly via phone/email or support portal or a customer can access support through their dedicated Account Manager.; ; The only additional costs that could be applicable would be dedicated 24/7 support if it was required.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: An Account Manager and pre-sales consultant will work with you to identify the correct service specification and configuration. If required we will attend site to conduct site surveys, demonstrations and audits. Once our proposal has been accepted and our Cloud Telephony service contract signed, the project is added to our internal task system. Each new customer project is allocated to a Prince 2 qualified Project Manager who assumes overall responsibility for the project. The Project Manager will communicate with the customer by phone, e-mail, video or in person. A Project Initiation Document is issued once we have gathered all required information. A meeting to discuss all aspects of the phone service configuration is held with the customer. The service configuration agreement is written up and issued to the customer. The Project Manager will liaise with the Cloud IP Engineering team to manage the necessary technical resources. The PM will also manage the process of porting numbers in to the Arrow network. The assigned Cloud IP Engineer will configure the service and attend site to carry out the deployment. Where the customer specifies on-site training, a qualified trainer will attend site to provide the necessary instruction.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The customer via the relevant service portals can extract all historical call detail and call recording information held.
• End-of-contract process: Once terminated, Arrow technical staff will de-commission the customer’s service ensuring all database information, call recording and analytics data are permanently deleted. Services included in the price of the contract will be monthly rental charges and any hardware or professional services which were agreed at the beginning of the contract period. Additional costs may be for incremental licences.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: A bolt App can be added as an option to NFON. Upon successful download from the relevant app store onto the desktop, the user is able to log in to access a subset of NFON functionality. The mobile soft client app allows a user to make and receive calls on a mobile device, as well as accessing key settings for their service. It provides all the same functionality as the desktop soft client.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The customer can change the setup and configuration of the services on a self-service basis.
• Accessibility standards: None or don’t know
• Description of accessibility: Standard web-browser/app access with standard accessibility options associated with those web-browsers/apps
• Accessibility testing: None Completed to Date
• API: No
• Customisation available: Yes
• Description of customisation: There is an extensive list of customisable features and functions on NFON (available on request). The service offers a range of clever features and an emphasis on control and administration through the web. For administrators, you can quickly configure the system according to your organisation’s changing requirements, whilst individual users can manage their calls easily and effectively. Users can implement a wide range of features via the web portal, either at a company, site, or User level giving full and easy control of an entire telephony environment, even over multiple sites.

Scaling

• Independence of resources: The Arrow Ola Nhanced Service offiering is operated and managed by NFON using high-availability, geo-redundant data centres. These are constantly load balanced to never go over 50% capacity.

Analytics

• Service usage metrics: Yes
• Metrics types: The NFON service provides a range of on line call reporting on a per number basis. Full summary reports are provided; how many calls are getting through, where are my customers located, what are my call trends, when are my busy times.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: NFON

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Via a secure web-portal. Portal address to be provided by engineering upon commencement of the service.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Xls
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We provide a guarantee of 99.9% availability (24x7)
• Approach to resilience: The Service is operated and managed by NFON using high-availability, geo-redundant data centres. These are constantly load balanced to never go over 50% capacity.
• Outage reporting: The service provides email alerts and has a service dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Username and Password
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DNV Business Assurance UK Limited
• ISO/IEC 27001 accreditation date: 01 December 2023
• What the ISO/IEC 27001 doesn’t cover: This certificate is valid for the following scope:; ; 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 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: NHS Data Security and Protection Toolkit. ODS Code: 8J121

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: Arrow adhere to both Cyber Essentials and GDPR standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change requests can be submitted via Support Helpdesk or the dedicated Account Manager. Change requests are then logged into our CRM Service (Microsoft Dynamics 365.) for full tracking.; If required requests can then be escalated through to the NFON UK Technical Assistance Centre (TAC).
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The key supplier NFON conforms to recognised standards for vulnerability management.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: All services and critical systems are being monitored with industry recognized monitoring systems.
• Incident management type: Supplier-defined controls
• Incident management approach: Arrow are presently working to ITIL standards.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  To help us drive wellbeing and engagement throughout Arrow, we have dedicated Wellness Champions at each of our key sites – these are voluntary roles and act as a central point of contact for advice and guidance around the mental health and wellbeing of our people. They also help to drive the promotion and organisation of various corporate social responsibility initiatives across Arrow further driving engagement. A dedicated Teams channel is used to communicate, share, and promote these activities. Each Champion has completed Mental Health First Aider training so that they are equipped with the necessary skills to fulfil this role. These courses run through MHFA England have also been attended by other members of the wider team. The engagement of our people is paramount at Arrow, and we track this closely, currently sitting at 89% this places us in the upper quartile of all benchmarked organisations. In addition to our 2 main annual surveys, we also track the wellbeing and resilience of our people as well as our eNPS score monthly to ensure we keep a close temperature check on how they are feeling. Our current eNPS score is 52% which places us in the top 25% of organisations in our industry.

Pricing

• Price: £4 to £10 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 30 Day free trails of the service and all additional applications can be provide for proof of concept.

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