ESRI (UK) LIMITED

ArcGIS Online (Production and Operations)

ArcGIS Online from Esri UK is a secure, hosted geographic information system (GIS) in the cloud. Create and share digital maps, spatial applications and location analytics services. Use your own data, open data, documents, images and other information. Access from Web browser, smartphone, tablet, Excel and other business intelligence tools.

Features

• Pre-built Managed GIS portal solution, global content, applications and support
• Automatically scaling GIS mapping services
• Responsive multi-device applications and tools
• Easy collaboration and sharing of maps and applications
• Easily add your data and other organisations’ data
• Integrate with external systems and data feeds
• Optional service delivery and advanced reporting
• Add the cloud to your existing GIS infrastructure
• Free and Premium (Ordnance Survey) basemaps, imagery and demographics data
• Access live services such as traffic and weather

Benefits

• Eliminates infrastructure management, reducing operational complexity and ongoing IT overhead.
• Enables rapid deployment of mapping solutions without lengthy setup processes.
• Improves collaboration by sharing maps and data across organisations securely.
• Supports informed decision-making through accessible spatial insights and visualisation.
• Scales effortlessly to meet changing user demand and data volumes.
• Reduces software maintenance effort through automatic updates and enhancements.
• Increases accessibility by enabling browser-based mapping from any location.
• Strengthens data security through managed hosting and controlled access.
• Accelerates innovation using regularly updated tools and content services.
• Lowers total cost of ownership compared with self-hosted GIS platforms.

• 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 info@esriuk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

451554969355011

Contact

Tom Mellor
01296 745500
info@esriuk.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Healthcare
  • Education
  • Public Order and Safety
  • Police
  • Defence
  • Other
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: ArcGIS Online and its data services can be used in conjunction with many other software services such as "ArcGIS in the Cloud"
• Cloud deployment model: Public cloud
• Service constraints: Please see Terms & Conditions document.
• System requirements:
  • A standard broadband internet connection
  • A modern web browser e.g. Safari, Firefox, Chrome or Edge
  • Minimum term 12 months (21 day trial also available)

User support

• Email or online ticketing support: Yes
• Support response times: Target response times:; ; P1 - 2 hours - System inoperable. No users can run application.; ; P2 - 4 hours - Critical component inoperable preventing “full production” use of system although other areas of system can be used.; ; P3 - 8 hours - Elements of system not providing the functionality as expected or intermittent failures in system processing. In all cases, system can be used for “full production”.; ; P4 - 16 hours - Problem does not impact use or productivity of system but is frustrating to use, or there is an error in documentation.; ; 09:00-17:30 GMT Monday-Friday excluding English Bank Holidays
• 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), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: AI-driven self-service tool only.
• Web chat accessibility testing: Not applicable.
• Onsite support: Yes, at extra cost
• Support levels: Please see the Esri UK Standard Support Policy in the Terms & Conditions document.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Esri UK sales, contactable at sales@esriuk.com, will handle order processing, account creation and set-up, account management and billing functions for your ArcGIS Online Subscription. User instructions, Help and extensive tutorial videos are available online.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats: Videos
• End-of-contract data extraction: Data can be easily downloaded as CSV or Shapefile using the tools within ArcGIS Online. All uploaded data and generated data will be available for extraction.
• End-of-contract process: All user content (data and maps) can be downloaded by permitted users from their user-specific content repository. Maps and layers created by users and uploaded to ArcGIS Online may be made “private” or deleted. Administrators may remove the accounts of users who are registered as members of their organisation. At least one Administrator account must be maintained whilst a subscription is active. Further information on administering an organisation is published online.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We have an ongoing commitment to accessibility and are WCAG 2.0 AA, compliant with minor issues.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The customer accesses the service using a standard Web Browser as described in the Service Definition.
• Accessibility standards: None or don’t know
• Description of accessibility: We have an ongoing commitment to accessibility and are WCAG 2.0 AA, compliant with minor issues.
• Accessibility testing: We test all our service interfaces with users of assistive technology, using the Voluntary Product Accessibility Template. https://www.esri.com/en-us/legal/accessibility/vpats
• API: Yes
• What users can and can't do using the API: All features of the service are available via the API.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Web Application Templates used to access the service can be configured with customer's individual logos, colour schemes etc. Some templates are fully configurable to allow complete control of what functions you wish to make available to users.

Scaling

• Independence of resources: Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them.; ; Services which provide virtualized operational environments to customers (i.e. EC2) ensure that customers are segregated via security management processes/controls at the network and hypervisor level.; ; AWS continuously monitors service usage to project infrastructure needs to support availability commitments/requirements. AWS maintains a capacity planning model to assess infrastructure usage and demands at least monthly, and usually more frequently. In addition, the AWS capacity planning model supports the planning of future demands to acquire and implement additional resources based upon current resources and forecasted requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: Current and historical health information of ArcGIS Online is available at http://status.arcgis.com/. In addition, detailed information is available on the subscriber’s ArcGIS Online account in the activity dashboard. This includes information on user activity, popular and unpopular content, and geographical extents of items.
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: Yes
• 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
  • European Economic Area (EEA)
  • Other locations
• 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: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data can be easily downloaded as CSV or Shapefile using the tools within ArcGIS Online. All uploaded data and generated data will be available for extraction.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Shapefile
  • File geodatabase
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Shapefile
  • File geodatabase

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Esri uses commercially reasonable efforts to make the data, services and software hosted by Esri ArcGIS Online available with a quarterly uptime percentage of 99.9% as further detailed in Esri’s ArcGIS Online Service Level Agreement (SLA).
• Approach to resilience: ArcGIS Online has a full Continunity Plan designed in alignment with FISMA securiy control requirements. ArcGIS Online cloud Infrastructure providers ensure their business continuity plans align with ISO 27001 standards.
• Outage reporting: General site information for ArcGIS Online is available via the Status page of the Trust.ArcGIS.com website. Information about customer specific incidents can be viewed via the MyEsri Support portal.

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: Customers can choose to use ArcGIS Online's username and password authentication, or can federate identity management to a SAML2 or OpenID Connect identity provider to provide authentication such as 2-factor authentication.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Other
• Description of management access authentication: Less than 10 ArcGIS Online Administrators are responsible for managing ArcGIS instances and connect using X.509 certificates.

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:
  • CSA CSM version 4.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: ArcGIS Online has been granted FISMA (Federal Agency Production System Security Accreditation) Low Authority to Operate. FISMA Low controls align with NIST Special Publication 800-53 which maps to ISO controls. ; ArcGIS Online uses cloud infrastructure providers compliant with ISO 27001, FedRAMP and SSAE16 SOC1 Type 2.
• Information security policies and processes: As part of the overall FISMA accreditation, baseline security requirements are constantly being reviewed, improved and implemented as part of a Continuous Monitoring Program.; ArcGIS Online's ISMP is based upon NIST standards as part of FISMA accreditation. A mapping of FISMA security controls to ISO 27001 controls is available in NIST Special Publication 800-53 , Appendix H. Cloud infrastructure providers implement ISO 27001 certified ISMPs.
• 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: Esri maintains separate non-production systems for testing and validating new development and systems infrastructure capabilities as outlined in the internal ArcGIS Online Configuration Management Plan, aligning with FISMA Low requirements.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Cloud infrastructure providers virtualisation technologies are regularly evaluated internally and by independent assessments. A number of key security parameters are monitored to identify potentially malicious activity on the systems which includes the use anti-malware software on systems accepting customer datasets/information. Cloud infrastructure provider anti-virus controls align with ISO 27001 requirements. ArcGIS Online releases which include patches and bug fixes are performed quarterly. If security vulnerabilities are found or reported, they are assessed by security staff. Any vulnerabilities that have an assessed risk of high or critical are patched immediately outside of normal patching routines.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Cloud infrastructure providers virtualisation technologies are regularly evaluated internally and by independent assessments. A number of key security parameters are monitored to identify potentially malicious activity on the systems which includes the use anti-malware software on systems accepting customer datasets/information. Cloud infrastructure provider anti-virus controls align with ISO 27001 requirements. ArcGIS Online releases which include patches and bug fixes are performed quarterly. If security vulnerabilities are found or reported, they are assessed by security staff. Any vulnerabilities that have an assessed risk of high or critical are patched immediately outside of normal patching routines.
• 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: ArcGIS Online maintains a comprehensive Incident Response Plan aligning with FISMA requirements. Users report incidents via Esri UK technical support (phone, email or web). Incident reports are available via Esri UK technical support.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 21 days access to the complete service.
• Link to free trial: https://www.esriuk.com/en-gb/arcgis/products/arcgis-online/trial

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: LRQA
• ISO/IEC 27001 accreditation date: Sunday 19 November 2023
• What the ISO/IEC 27001 doesn’t cover: All controls are covered for the LRQA certified scope. The LRQA certificate applies to ArcGIS in the Cloud. ArcGIS Online is covered by a 27001 certificate issued by EMAGINE on the 04/12/2025.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA
• ISO 9001 accreditation date: Sunday 19 November 2023
• What the ISO 9001 doesn’t cover: All controls are covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 0a016c33-5f67-424b-802a-f5c6f7363453
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 5f3585f8-ac07-4a6c-becb-c6a67314eb0b
• Other security certifications: No

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

    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • 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
    • 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
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • 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
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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

    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations

  • 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

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • 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

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 info@esriuk.com. Tell them what format you need. It will help if you say what assistive technology you use.