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

Cloud Support

Arrow provides Cloud Support for:

• Setup and migration
• Transition management to cloud services,
• User management of cloud service
• Training of Cloud Services
• On-going Support

Features

  • Transition management to cloud services
  • User management of cloud service
  • Training of Cloud Services
  • Setup and migration
  • On-going Support
  • HSCN connected and NHS DSP Toolkit compliant Support Options

Benefits

  • Access to Cloud, Digital and ICT procurement knowledge
  • Good knowledge of Health Sector processes
  • Identifies opportunities, risks, rewards in transitioning to cloud
  • Provides practical architectural,system design
  • Access to trained technical engineers
  • ISO 27001 & NHS IG/DSP Toolkit compliant Data Centres

Pricing

£1,020 to £1,560 a unit a day

Service documents

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 john.loftus@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

6 1 0 5 9 2 3 3 7 7 5 8 1 6 6

Contact

ARROW BUSINESS COMMUNICATIONS LIMITED (Trading under the brand name ARO) John Loftus
Telephone: 07545 929225
Email: john.loftus@aro.tech

Planning

Planning service
Yes
How the planning service works
Depending upon the requirements, Arrow will recommend either a single-step or phased approach to migrate to your new platform. Post agreement the client will be provided with a detailed plan, including milestones, resources and implementation issues. A dedicated Arrow project manager will be assigned to ensure the smooth completion of your migration plan.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
Specific training will be given to the client IT staff in the operation of the new services, for example how to raise support tickets etc. The requirement for staff training in the systems will be minimal
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Client specific, but in general: Arrow have experience in working with clients to meet their operational requirements whilst migrating complex infrastructure, applications and data between facilities and our service includes comprehensive support during the migration period. This experience will ensure that the client benefits from our real life planning and execution of projects.

Dependant on project size, Arrow would propose that a joint project team is establish between Arrow and the client to facilitate the relocation of equipment, applications or data with a minimum of downtime.

We will provide to the client, migration advice in networking, hardware and software applications, and provide advice on how to relocate with minimum downtime.

The final project plan and approach will be designed in consultation with the client during the project initiation phase
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
Yes
Security testing certifications
  • CHECK
  • CREST

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
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.

Service scope

Service constraints
N/A

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our standard response time is four working hours Monday-Friday 8 - 6pm. We can supply bespoke SLA agreements.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
N/A
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.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

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

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
£1,020 to £1,560 a unit a day
Discount for educational organisations
No

Service documents

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