Arrow Business Communications Limited

Arrow Direct Routing as a Service (ADRaaS)

Arrow Direct Routing as a Service (ADRaaS) provides the ability to enable PSTN calling within Microsoft Teams using Arrow as the underlying voice platform allowing inbound and outbound telephony through our network for termination of both national and international destinations. Microsoft 365 subscriptions enabled for Microsoft Teams can utilise ADRaaS.

Features

• Keep your existing telephone numbers
• Emergency Call Divert
• Significant cost saving per user compared to Microsoft’s calling plans
• Calling Line Presentation (CLIP)/ Calling Line Restriction (CLIR)
• CLI Flexibility
• Call Admission Control
• Call Barring
• DTMF Support
• Emergency, Non-Emergency and other short code Calls

Benefits

• Voice enable Microsoft Teams without any extra infrastructure
• A cost effective alternative to Microsoft call plans
• Provided on a per user basis
• A fully managed and monitored service by Arrow
• Proven UK based platform already supporting 1,000s of voice users
• Geographically resilient certified Microsoft Session Border Controllers
• Improved resilience across the entire estate
• Carrier level scale and delivery capability

£6.00 a user a month

• 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 gcloud@arrowcommunications.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

950012046783724

Contact

Catherine Reveley
03304404444
gcloud@arrowcommunications.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Teams
• Cloud deployment model: Private cloud
• Service constraints: As a VoIP service, calls to 999 via SIP trunks may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.; In such circumstances the customer should use their PSTN line or mobile to make the emergency call.
• System requirements: Microsoft 365 with appropriate Teams Licensing

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: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: There is a web-chat icon on each page of the support section in our web-site. Tawk.to supports WCAG 2.0 guidelines
• Web chat accessibility testing: None Completed to Date
• Onsite support: Yes, at extra cost
• Support levels: Arrow provides a core level of support which in included with the contract. Additional bespoke support levels are available upon request at an additional monthly service fee. Any incident (an unplanned interruption to a service) can be logged by the customer with Arrow’s Service Desk. Arrow will respond to and resolve remotely any incident or issue that is impacting the customer’s supported scope using our cloud support engineers. A service change (something which represents a minor change to the supported scope where there is a risk of impact on the service) may be subject to additional charges depending on the scope of the change and will also be managed by our cloud support engineers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: An Account Manager and pre-sales consultant will work with you to identify the correct service specification and configuration. If required we will attend site to conduct site surveys, demonstrations and audits. Once our proposal has been accepted and our Cloud Telephony service contract signed, the project is added to our internal task system. Each new customer project is allocated to a Prince 2 qualified Project Manager who assumes overall responsibility for the project. The Project Manager will communicate with the customer by phone, e-mail, video or in person. A Project Initiation Document is issued once we have gathered all required information. A meeting to discuss all aspects of the phone service configuration is held with; the customer. The service configuration agreement is written up and issued to the customer. The Project Manager will liaise with the Cloud IP Engineering team to; manage the necessary technical resources. The PM will also manage the process of porting numbers in to the Arrow network. The assigned Cloud IP Engineer will configure the service and attend; site to carry out the deployment. Where the customer specifies on-site training, a qualified trainer will attend site to provide the necessary instruction.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The customer via the relevant service portals can extract all historical call detail and call recording information held.
• End-of-contract process: Once terminated, Arrow technical staff will de-commission the customer’s service ensuring all database information, call recording and analytics data are permanently deleted. Services included in the price of the contract will be monthly rental charges and any hardware or professional services which were agreed at the beginning of the contract period. Additional costs may be for incremental licences.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: The underlying network is configured and monitored to ensure that each customer's service has the recommended resources published in our vendor's specification documentation. As more customer's are added to the platform, underlying network resources are scaled to suit demand.

Analytics

• Service usage metrics: Yes
• Metrics types: CDRS and Management Reports are available via the Arrow Billing Portal.
• Reporting types:
  • Regular reports
  • Reports on request

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
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: Less than once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: CDRs can be exported via the Arrow Billing Portal or provided by Arrow upon request.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats: Other
• Other data import formats: N/A

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: ADRaaS operates from secure UK data centre locations and the equipment is only accessible by cleared Arrow technical personnel. All customer data resides within the Arrow managed racks and no data is transferred either outside of this environment or overseas. We operate a robust data protection policy and retain customer data for the minimum amount of time necessary to deliver the service.

Availability and resilience

• Guaranteed availability: The ADRaaS architecture is such that we can offer high availability of service to all customers. We offer a 99.99% uptime SLA
• Approach to resilience: The service is operated from two UK data centres providing resilient connectivity to the Microsoft 365/Teams Platform and UK PSTN/mobile carrier networks. Arrow's Session Border Controllers are certified with Microsoft Teams to provide Direct Routing and are configured in line with the Vendor guidelines.
• Outage reporting: We have a process to communicate with customers in the event of a major service outage and provide a Reason for Outage report. This is based through emails from the support team. Once an outage is noted then regular hourly emails are sent detailing progress to resolution.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Core network access is only granted to Arrow's dedicated engineering team. Within the engineering team there are various levels of access dependent on engineer accreditation and job role.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 11/02/2022
• What the ISO/IEC 27001 doesn’t cover: N/a
• 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: ISO 22301

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: NHS Information governance toolkit level 2; Cyber Essentials. Registration number QGCE2305.
• 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: Our ADRaaS services are deeply integrated into GTT’s (https://www.gtt.net/gb-en/) network. GTT has maintained ISO 27001 accredited Enterprise Security Management System for their Operations Centres and Data Centres since September 2005.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our ADRaaS services are actively managed by network monitoring tools 24/7/365 and provide alerts to any vulnerabilities within the Core services. All of our services are patched to each vendors latest supported version, and any new vulnerabilities are addresses and communicated to Arrow to take immediate action and new patches provided and applied. Our data centres are suitably firewalled and run industry leading anti-virus.
• 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: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

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: £6.00 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Arrow can set up a test endpoint for a two week period in order to test the quality and usability. Professional Services fees will apply for setup and training.
• Link to free trial: N/A

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