Arrow Business Communications Limited

Microsoft Azure Hosting

Arrow can provide a range of hosting options on Microsoft Azure. As a Tier-1 Service Cloud Solutions Provider, we provide hosting solutions within the Azure platform, for pay as you go or reserved instances to enable you to leverage the best commercial model based upon your requirements.

Features

• Delivered by Microsoft 365 certified Consultants.
• Review of current organisational adoption of the MW
• End User Compute Evaluation
• Microsoft 365 Adoption & Security Review
• Stakeholder Playback

Benefits

• Development of a Modern Workplace Roadmap
• Delivered by Microsoft 365 certified Consultants
• Educates on Modern Workplace Concepts & Benefits
• Take advantage of Eligible Funding support
• Identify Security Risks and identify the need for Security plan
• Identify Collaboration challenges and educate on collaboration benefits

£900 a unit a day

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

811593267507638

Contact

John Loftus
07545 929225
gcloud@aro.tech

Service scope

• Service constraints: NA
• System requirements: NA

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.
• 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: No
• Onsite support: No
• Support levels: We provide Tier-1 CSP Support for our customers, providing a single point of contact into Microsoft where we can leverage Microsoft Premier Support services.; ; This is for the services transacted through the CSP procurement model only.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide an Azure enablement and adoption program as part of the onboarding services. ; ; This consists of onboarding the Azure tenant into the CSP relationship, providing the Azure subscription for the customer to then procure, management and maintain the services procured under this model.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: There is no data extraction required. The customer will have an option to continue with the subscription through re-contracting or move the subscription to an alternative supplier.
• End-of-contract process: The customer has an option to re-contract, move their procurement to another supplier or access to the Azure subscription will be placed on hold.

Using the service

• Web browser interface: Yes
• Using the web interface: Microsoft provide a management interface to access Microsoft Azure.
• Web interface accessibility standard: WCAG 2.1 AAA
• Web interface accessibility testing: NA
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: This is down to the customer to manage
• Usage notifications: No

Analytics

• Infrastructure or application metrics: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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: 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 SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: No

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: All Azure SLAs can be found here: https://azure.microsoft.com/en-gb/support/legal/sla/
• Approach to resilience: Everything is built on top of the resilient foundation, which is a requirement for any; application to achieve resiliency. To achieve resilience—the application on top has to; take advantage of the resilient services built on the foundation.; The three pillars of the Azure resilient foundation are:; • Design: How Microsoft designs its global fiber network, evolving datacenters, and; storage protections built into the Azure platform.; • Operate: How Microsoft rolls out releases into the environment, performs; maintenance (planned and unplanned), and uses machine learning to predict; failures and protect customer workloads.; • Observe: How customers can observe what’s happening in their environment(s),; inform people and systems to make informed decisions before/during issues,; and determine their own availability requirements.
• Outage reporting: Public dashboards, APIs and email alerts

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Administrative and management networks are physically separate from other staff networks, within our secure NOC. Technical Staff access is strictly controlled.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: No audit information available
• How long system logs are stored for: User-defined

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:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus, ISO27001
• Information security policies and processes: The Chief Executive Officer, along with the board, in partnership with the Head of IT is responsible for the approval of all of the IT policies and ensuring that they are discharged to the relevant managers. Arrow's Information Security Policy outlines our approach to information security as well as being a method to establish a set of tools to outline the responsibilities necessary to safeguard the security of the Company’s information systems with supporting policies, codes of practice, procedures and guidelines. The policy applies to all employees - current and new - of the Company as well as all other authorised users. The policy relates to the use of all Company-owned information system assets, to all privately owned systems when connected directly or indirectly to the Company’s network and to all Company-owned and or licensed software/data. Authorised members of the IT Department will from time to time monitor the information systems under their control to ensure compliance. This is supported by training during the Induction process for new employees and updates to existing staff as appropriate.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: This is a service managed by Microsoft or the customer.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Microsoft have a security operations team who manage vulnerability management services. The customer is then responsible for updating anything within their hosting environment.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Arrow's Data Protection Policy details the extensive controls, measures and methods used to protect personal data, uphold the rights of data subjects, mitigate risks, minimise breaches and comply with the data protection laws and associated laws and codes of conduct. We also carry out regular audits and compliance monitoring processes, to ensure that the measures and controls in place are adequate, effective and compliant at all times. All data breaches are reported immediately to the direct line manager and the reporting officer. Measures must be taken immediately to contain the breach and to stop any further risks or breaches.
• Incident management type: Supplier-defined controls
• Incident management approach: Arrow’s Data Breach Policy states that all staff must report a data breach immediately to the direct line manager.; ; The Supervisory Authority is to be notified within 72 hours of any breach where it is likely to result in a risk to the rights and freedoms of individuals.; ; A full investigation is conducted and recorded on the incident form, the outcome of which is communicated to all staff involved in the breach, in addition to upper management. A copy of the completed incident form is filed for audit and record purposes.

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 v3.0)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Third-party
• Third-party virtualisation provider: Microsoft Azure
• How shared infrastructure is kept separate: Microsoft maintain a completely isolated user environment for all companies sharing underlying hardware services.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Microsoft Azure, a global cloud platform of services, successfully demonstrated its compliance with the EU Cloud Code of Conduct (CoC) through a rigorous, detailed assessment. This accomplishment is the latest example of Microsoft’s commitment to meet and exceed data protection requirements in the EU.

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: £900 a unit a day
• Discount for educational organisations: No
• Free trial available: No

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.