INTERM IT (UK) LIMITED

MIS/Arbor

Fully managed support for Arbor. This will include but not limited to password resets, user creation, MFA configuration, Security configuration, end user support, group configuration, running reports, report creation, instructions manual usage, support portal.

Features

• Remote access
• Geofencing
• MFA configuration
• Report creation
• User creation
• Password resets
• Group management
• Data management
• License management
• Cloud backup configuration

Benefits

• Quickly and easily reset user passwords
• Manage multiple tenants
• Bulk create users & groups
• Manage data within tenants

£349.00 a licence

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 richard.spragg@intermit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

622996584333463

Contact

Richard Spragg
01763272765
richard.spragg@intermit.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: This is a cloud MIS system so users will be able to access this at any time from any device with an internet connection. We offer support for the Arbor system so the constraint would be if the end user needed help, it would be between the hours of 08:00 – 17:00 Monday – Friday.
• System requirements: That the end customer has Arbor.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to response to questions within 4 hours, but on average we respond within 15 minutes. Our helpdesk is available Monday - Friday 8:00am - 5:00pm excluding public holidays.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Our support for Arbor is provided solely through our service desk. ; There is a single cost for all levels of support for Arbor – this is further listed on the price cards.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training is included as part of our onboarding process. Once installation of the cloud software is completed and any necessary information has been migrated, an expert within our team will complete a handover/training with the school. This is typically done with senior school staff members and is either hosted as twilight training/virtual training. Where possible, we endeavour to host this in person as this is more effective. Training will go over the cloud software, the network, how to access systems and how to create staff/pupil information/classrooms. The specifics of this will vary depending on customer requirements for the software. Any further training required will be provided as part of our ongoing support.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Not applicable.
• End-of-contract process: They can renew for another year, or they may cancel their service. As long as users provide the correct notice period, there is no charge to cancel the service.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The Arbor service interface is clear and accessible, colour coded and all displays ensure a consistent user experience across the site. Graphs, callouts, and slide overs break up the screen to introduce significant information.; ; By creating a consistent and attractive user experience, the meaning of each component is clear and memorable. Experienced users can easily find and use data on any page, even if they have not been to that particular area of the site before.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Arbor is used by over 80 special educational needs and alternative provision schools across the country, and by students, parents, and staff experiencing a range of special educational needs and disabilities. Feedback is collected from all users, including schools and users with additional needs. Arbor interface is customisable through browser-based accessibility controls.
• API: Yes
• What users can and can't do using the API: Arbor's full REST and GraphQL APIs allow you to integrate your app and reach our entire network of schools with your product or service. Integrating with Arbor is completely free, and we provide full developer documentation and Software Developer Kits to help you get started. Once Arbor have vetted an app, they can become an Arbor approved partner. We can migrate app data from a previous MIS to sync with Arbor, maintaining historic data records.; ; The Developer Portal is the first place to find answers to technical queries relating to Arbor’s open, REST and GraphQL APIs. We also partner with Wonde, Groupcall and Zinet to maintain a simpler interface to the API to allow app developers to read and write to the Arbor database.; ; There are no operating system or database constraints, but Arbor reserves the right to rescind access by third parties if the API is misused. Access to the API is granted by school administrators only; no third party will be able to access a school's Arbor-stored data unless we have been given the explicit, written consent of the data controller in that school.
• API documentation: No
• API sandbox or test environment: No
• Customisation available: No

Scaling

• Independence of resources: Regularly review usage, fair use policy, and scalable staff work force so we can deploy more resources at busy times.

Analytics

• Service usage metrics: Yes
• Metrics types: Feature usage:; - Monitored by Arbor support analysts to evaluate training needs.; - Monitored by Product Managers to identify feature adoption issues and to improve usability.; ; Guardian usage:; - Adoption metrics are available to Arbor school administrators to identify engaged parents and to automate follow ups to those who have not used the system.; ; Staff usage:; - The 'Users and Security' feature shows MIS login history in the past thirty days, the last login date of each user, and the access permissions users have.; - Each staff page has a 'System Engagement' section that shows their individual service usage.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

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

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)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Never
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users export their data via CSV, PDF, or xlsx.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Xlsx
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • .ctf
  • .def

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Complex passwords to access the database - MFA to access, IP whitelisting and geofencing
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: This service is live 24/7. This controls all of the access points and switches for all supported schools. The only time this would go down is if our office had a power cut. Users would not be affected as devices keep their configuration. However, during the outage no changes updates would be able to be made.
• Approach to resilience: Arbor datacentre is hosted by Amazon Web Services in London, is resilient and certified ISO 27001, ISO 27017 and ISO 27018 compliant.
• Outage reporting: All communications are sent out as soon as we are aware there is an issue. We gather as much information about the issue (should it happen) and then send our communications via social media, emails, telephone calls.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: This is a service desk facility. When users call through for Arbor support we have a standard script that we work through and request the School’s name, phone number and email address before continuing.
• Access restrictions in management interfaces and support channels: This is done via different business roles in Arbor. Different levels of staff will have different access to Arbor. This is done via a business role that is assigned to the user, for example administrator, teachers, office staff.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We follow a zero-trust access policy. We first assess if the user needs access, and if they do they are only given access to what they need. We keep administrator user numbers to as low as possible.
• Information security policies and processes: Schools are responsible for implementing their own security policies and processes once services are purchased. Within Interm IT procedures are compliant with GDPR and all staff undergo enhanced DBS checks. Antivirus is deployed via MSI at computer build stage and any reinstallations or upgrades are deployed to the network via GPO. Devices are monitored via a cloud management console. Firewalls are reviewed annually or when there are technical service / hardware changes. Internal patch management services are check in compliance with WSUS.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Arbor manages all systems using SaltStack.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Arbor run a monthly Security Committee to assess potential threats to services. In addition, there is a quarterly Management Information Security Review to ensure effectiveness of the information security management system. A dedicated DevOps team subscribes to relevant security briefings and assesses the risk on a daily basis. Arbor commission external penetration tests at least once per year.; ; Patching: All systems are configured to download and install security updates nightly, and the installed updates are checked via a centralised log.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: As we do not store any school data, for improved security, there are limited threats to our services. However, should an issue arise a member of the SMT with full administrative access would lock account access for vulnerable accounts and resolve the issue remotely immediately.
• Incident management type: Undisclosed
• Incident management approach: As we do not store any school data, for improved security, there are limited threats to our services. However, should an issue arise a member of the SMT with full administrative access would lock account access for vulnerable accounts and resolve the issue remotely immediately.

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

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We have implemented a range of initiatives and practices to actively reduce our carbon footprint and contribute to a more sustainable future. ; ; We minimise the need for travel, reducing greenhouse gas emissions associated with transportation, through hosting virtual meetings and training sessions wherever practical. This reduces our carbon footprint and enhances efficiency and productivity. We aim to reduce the number of individual cars on the road, leading to lower emissions and less traffic congestion, through actively encouraging vehicle sharing amongst our employees. ; ; We support remote working for our Service Desk personnel, which provides them with flexibility, and helps minimise commuting and its associated environmental impact. For our employees that do not work remotely we have implemented LED lighting throughout our offices. This transition supports sustainability and provides a better working environment for our employees. ; ; For waste management, we recommend Enviro Electronics, a company that specialises in recycling 100% of electrical waste in schools. All our customers can use this free of charge service, which we promote via social media posts, our newsletter and on-site technician visits. Our partnership ensures that waste generated in educational institutions is properly managed and recycled, reducing the amount of waste sent to landfills and promoting a circular economy. We also encourage and support recycling of equipment from one school to another. ; ; We request deliveries on pallets instead of individual packaging whenever possible to reduce packaging waste. We request updated environmental policies from suppliers annually to ensure they continually align with our environmental goals. ; ; We are committed to embracing paperless practices whenever feasible. Additionally, we actively explore renewable energy options and utilise green fuels wherever possible to power our operations, such as current discussions to install solar panels. This aligns with our Carbon Reduction Plan which breaks down our methods of achieving net-zero emissions by 2050.

  Covid-19 recovery

  During Covid-19, we recognised the importance of maintaining and increasing our workforce to support the economy and provide job security. We sought opportunities to retain existing employees and, where possible, create new positions. By doing so, we aimed to alleviate financial strain and promote stability within our local communities. ; ; With our commitment to community support, we made a conscious effort to prioritise utilising local independent businesses, through government schemes where possible. We recognised that they were heavily impacted by the pandemic and aimed to contribute to their recovery by engaging their services and sourcing products locally. At the start of the pandemic, we were working with 3 local businesses. We now engage in multiple local business contracts and continue to prioritise local businesses where possible. ; ; Recognising the shift towards remote working, we implemented measures to support our staff in adapting to this new working environment. We provided the necessary tools and resources to ensure their productivity and engagement remained high. We offered individual flexible working, promoting a healthy work-life balance. Through this, 2 people were furloughed and all staff received statutory sick pay if they tested positive for Covid-19. As an initiative to support social engagement we hosted fortnightly virtual quiz nights, all staff were encouraged to participate and provided much needed social interaction. ; ; Upon returning to the office, we ensured staff desks adhered to the 2m social distancing rule, 1 member of staff accessed the staff kitchen at a time. As part of a phased return, “Department Bubbles” would work on alternate days to ensure social distancing was adhered to. Staff were required to use the best hygiene practices to keep their area tidy and free from germs. ; ; Extra care was taken to ensure Antibacterial wipes were available especially near hot spots such as door hands, appliances, cupboards etc.

  Tackling economic inequality

  We address economic equality through our commitment to training and employing apprentices. Our dedication to providing equal opportunities is evident in our collaboration with Solveway, where we support apprentices in achieving necessary GCSE grades by allowing exam retakes alongside on-the-job training. This approach bridges the skills gap, paving the way for sustainable employment. ; ; We have meetings between staff members and apprenticeship providers to ensure continuous and beneficial progression. Job opportunities are advertised on platforms like indeed.com, Facebook, Instagram, and LinkedIn, ensuring accessibility across all age groups. We also partner with local community centres, churches, schools, and organisations in deprived areas, to ensure we reach those with limited resources we place job advertisements on noticeboards and by attending job fairs. ; ; In a bid to eliminate barriers to employment, we opt out of flagging long-term employment gaps in our hiring process. This policy aligns with our commitment to addressing economic equality, acknowledging the discriminatory nature of such practices. ; ; We believe in collaboration and understand the importance of developing strong relationships within our community. We use local businesses for catering, cleaning services, floristry, scanning, and hardware supplies. This strengthens the local economy and helps create a sense of community and promotes sustainable practices. ; ; Education is integral to our community support initiatives. We organise training sessions and provide regular email updates to educate staff and customers about cyber threats, phishing, malware, and online safety best practices such as the safe use of social media. Collaboration with schools and Multi-Academy Trusts ensures widespread cyber awareness through discussions and trust meetings, accessible to staff at all levels, including presentations that are subsequently shared for educating students. This support prepares everyone for future challenges/opportunities, and once training has been completed follow-up information is provided via our ITIL Service Desk.

  Equal opportunity

  We are committed to promoting equal opportunities for those with protected characteristics in our workforce and working with suppliers and partners to address inequality and mitigate the risks of Modern Slavery. We ensure safeguarding is everyone's responsibility throughout our company and supply chain. We have practices to help ensure inclusivity and equality for all. ; ; We request Equal Opportunity policies from suppliers and partners. We believe that fostering a culture of equality should extend beyond our organisation and into business relationships. By encouraging our suppliers and partners to adopt similar policies, we aim to create a more inclusive and fair supply chain. ; ; When selecting new office spaces, we prioritise accessibility for individuals with disabilities. Our current office features ground-floor access, ramps, and disabled toilets and has disabled parking. This reflects our commitment to non-discriminatory employment opportunities in an inclusive physical environment. ; ; We facilitate economic equal opportunity by doing annual staff appraisals with each member of staff to outline any training they may need to support/progress in their career. We also review salary as part of this and are a living wage supplier. We have nondiscriminatory recruitment processes which include removing personal information from CVs. ; ; Furthermore, we prioritise social inclusion for all staff members. We foster a culture of respect, understanding, and support, where every individual is valued and included. We encourage open discussions to create an inclusive atmosphere where all individuals feel comfortable and supported. ; ; To enhance awareness and understanding among our employees, we provide annual training on disabilities such as dyslexia and ADHD. These training sessions aim to educate our staff members about different disabilities, reduce stigma, and promote empathy and understanding. By fostering a supportive and inclusive work environment, we empower our disabled employees to thrive and feel respected.

  Wellbeing

  We place a strong emphasis on supporting the Health and Wellbeing of our workforce and collaborating with the wider community. We believe that a healthy and engaged workforce leads to greater productivity and overall success. ; ; We have implemented the following: ; ; We have 2 trained Mental Health First Aiders (MHFS) who are trained to provide support and assistance to colleagues when needed. This helps raise awareness, reduce stigma, and create a safe and supportive environment for everyone. MHFS are available during work hours and meetings can be held in person/over phone/facetime to make the resource more accessible to all. ; ; We organise regular wellbeing events e.g. wellness workshops and team-building activities. These provide opportunities for employees to prioritise their own health and wellbeing and promote a positive work-life balance. These are hosted at least 4 times a year. All staff are invited, and we gain feedback from attendees to plan future events and ensure they are effective/successful. ; ; Our employees face challenges due to rising living costs. To alleviate this, we provide winter heating packages, flexible working arrangements, employee discounts, and access to financial planning resources. Our employee discounts include purchasing items at cost from our suppliers and a paid membership to a local cash & carry warehouse, which allows discount for bulk purchase items and fuel. ; ; We actively recruit from the local community. This not only supports the local economy but also fosters a sense of pride and connection among our employees, as they contribute to the growth and development of their own communities. ; ; We have an app available which allows access to staff benefits including a 24 hour helpline. ; ; By implementing these initiatives, we create a culture that values and supports the health and wellbeing of our workforce and wider community.

Pricing

• Price: £349.00 a licence
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 30 days onboard up to 3 wireless access points and one network switch.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 richard.spragg@intermit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.