ESRI (UK) LIMITED

ArcGIS in the Cloud (Production and Operations)

ArcGIS in the Cloud from Esri UK is a secure, managed geographic information system (GIS) hosted in UK sovereign cloud. Create and share digital maps, geospatial applications and location analytics. Use your own data, open data, documents, images and other information. Access from browser, device, desktop and business intelligence tools.

Features

• Any part of the ArcGIS Platform deployed on UK cloud
• Powerful visualisation solution for large amounts of data including imagery
• Spatial analytics to identify and quantify the impact of decisions
• Secure administration to support, control and manage people and content
• Service includes tools and APIs for developers
• Free and Premium (Ordnance Survey) basemaps, data, imagery and demographics
• Ready-to-use suite of apps for immediate productivity and workforce management
• 3D GIS Data Hosting, Fly-throughs, Line of sight
• Digital Environmental Impact Assessment Surveys
• GIS service management, monitoring and reporting

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.
• Reduces software maintenance effort through automatic updates and enhancements
• Increases accessibility by enabling browser-based mapping from any location.
• Open: Open Standards and APIs for easy integration and customisation
• Accelerates innovation using regularly updated tools and content services
• Lowers total cost of ownership compared with self-hosted GIS platforms
• Enhanced assurance of UK hosting and management

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

530379693162570

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 in the Cloud and its data services can be used in conjunction with many other software services such as "ArcGIS Online".
• Cloud deployment model: Hybrid cloud
• Service constraints: Please see Terms & Conditions document.
• System requirements:
  • A standard broadband internet connection
  • ArcGIS Enterprise: modern web browser (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: Support levels depend on the Service Level selected. Please see the Esri UK Standard Support Policy in the Terms & Conditions document for standard support.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Esri UK will confirm your Service Commencement Date in advance to ensure a smooth transition into the Managed Service. ; ; At the point of Service activation, Esri UK will conduct a structured onboarding and handover process designed to equip the Customer’s team with the knowledge and tools needed to use the service effectively. This will include:; ; • Knowledge Transfer – A walkthrough of the service architecture, operational processes, and key responsibilities.; • Handover Documentation – Provision of comprehensive documentation covering system access, support procedures, and service scope.; • User Training – Guidance on how to access and use the system, tailored to your user roles and operational needs.; ; Additionally, Esri UK will introduce the Customer to its Service Delivery Manager and the wider Esri UK team, who will be providing support throughout the lifecycle of the Service.; ; The Customer will also be shown:; ; • How to access the system.; • How to raise incidents and service requests.; • How to engage with the support and service management teams.; ; This onboarding process ensures that the Customer team is fully prepared and confident in using the Service from day one.; ; A range of additional on-boarding services are available as options.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Videos
• End-of-contract data extraction: Data can be easily downloaded using the tools provided. All uploaded data and generated data will be available for extraction.
• End-of-contract process: Where using Esri UK’s infrastructure, Customer's data will be held for 30 days beyond the termination date to allow the customer time to download any data they wish to retain. All user content (data and maps) can be downloaded by permitted users from their user-specific content repository. Esri UK can provide this as a service if required at an additional cost.
• 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: We ensure users are not impacted by other users’ demand by allocating the capacity they purchase exclusively to their environment. ; ; Customer environments are logically isolated and segregated at the network and hypervisor levels, preventing resource sharing across tenants. ; ; AWS and Azure enforce these isolation controls and provide dedicated or reserved capacity options, ensuring that the resources committed to a customer remain available to them. ; This approach minimizes the risk of resource contention and maintains consistent performance within the purchased capacity.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide clear, outcome‑focused service metrics that demonstrate how the environment is performing and how it is being used. These metrics are shared in quarterly service reviews and highlight availability, usage trends, and any key operational insights. Where appropriate, we offer recommendations to optimise customer workflows and ensure the service continues to operate efficiently and reliably.
• Reporting types: Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

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

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: We protect data at rest through encryption and strict access controls. Both AWS and Azure adhere to independently validated privacy, security, and compliance frameworks (e.g., ISO 27001, SOC, GDPR). ; ; Under the shared responsibility model, AWS and Azure secure the underlying cloud infrastructure, while customers control how their data is stored and accessed in the ArcGIS System and associated applications. Both platforms provide built-in encryption for data at rest using AES-256.
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Data can be easily downloaded using the tools provided. 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: 98%
• Approach to resilience: Both AWS and Azure operate facilities built to rigorous physical, environmental, and security standards. Data centers use an active-active configuration with an N+1 redundancy model, ensuring that critical components have independent backups. This design allows traffic to be load-balanced across multiple sites in the event of a failure, maintaining service continuity. AWS and Azure also implement comprehensive business continuity and disaster recovery processes, including phased approaches for activation, recovery, and reconstitution to minimize downtime and errors during restoration. Individual application resilience depends on service configuration, but the underlying infrastructure is engineered to withstand component failures and maintain availability. Additional details on asset protection and resilience are available upon request.
• Outage reporting: Proactive email alert from Esri UK Operations Team.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Customers can choose to use ArcGIS Enterprise 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 restrictions in management interfaces and support channels: Less than 10 staff, whose roles require it, have access to management interfaces and support channels. These are protected through username and password authentication with MFA.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • 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 contact the support team to get 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
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: Esri UK implements formal, documented policies and procedures that provide guidance for operations and information security within the organisation. Policies address purpose, scope, roles, responsibilities and management commitment.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our configuration and change management process is audited and accredited to ISO9001.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our infrastructure partner performs vulnerability scans on the host operating system, web applications, and databases in the environment. Approved 3rd party vendors conduct external assessments (minimum frequency: quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities.; ; They monitor newsfeeds/vendor sites for patches and receives customer intelligence via http://aws.amazon.com/security/vulnerability-reporting/.; ; All software applications used on the service are regularly tested against a variety of threats and vulnerabilities, and patches released as soon as possible in the event vulnerabilities are found.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our infrastructure partner deploys (pan-environmental) monitoring devices to collect information on unauthorized intrusion attempts, usage abuse, and network/application bandwidth usage. Devices monitor:; ; • Port scanning attacks; ; • Usage (CPU, processes, disk utilization, swap rates, software-error generated losses); ; • Application metrics; ; • Unauthorized connection attempts; ; Near real-time alerts flag potential compromise incidents, based on AWS Service/Security Team- set thresholds.
• Incident management type: Supplier-defined controls
• Incident management approach: Our infrastructure partner adopts a three-phased approach to manage incidents:; 1. Activation and Notification Phase; 2. Recovery Phase ; 3. Reconstitution Phase ; To ensure the effectiveness of the their Incident Management plan, they conducts incident response testing, providing excellent coverage for the discovery of defects and failure modes as well as testing the systems for potential customer impact.; The Incident Response Test Plan is executed annually, in conjunction with the Incident Response plan. It includes multiple scenarios, potential vectors of attack, the inclusion of the systems integrator in reporting and coordination and varying reporting/detection avenues.
• 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: No
• Free trial available: No

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.