ARRIBATEC UK LTD

Independent ERP Cloud Hosting

Working with partner QuickThink Cloud, we offer independent
(Unit4 ERP (Agresso) Cloud
Hosted Solution allowing organisations
to offload the considerable cost of in-house hosting/technical support of
their ERP system (and associated
technologies), delivering a fast,
reliable, secure, highly available,
dedicated and robust system to users.
Other ERP systems supported.

Features

• 99.9% availability, backed by service credits
• High security environmnts, backed by impressive accreditations
• 24/7 manned service desk for peace of mind
• Cutting edge platform, with VPN connectivity as standard
• Other (associated) third-party system hosting
• Unlimited system restores / environment refreshes
• Advanced Disaster Recovery / Business Continuity services
• Unlimited OS, RDBMS & ERP updates, upgrades and patchingg
• Full Backend-Access Support as well as direct access to data
• Full support for Business Intelligence tools such as Power BI

Benefits

• Low total cost of ownership & cost effective solution
• Expert ERP Technical Managed Service Support
• Unlimited scalability - no system to big or too small
• Database and system performance tuning as standard
• Continuous knowledge-share with in-house teams
• Multi-Factor Authentication including Azure AD Support
• Immutable off-site backups for business continuity compliance
• Optimised platform for ERP application hosting and support
• Hosting of non-ERP systems where required
• 24/7 Fully managed security

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 sales.uk@arribatec.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

959594062438851

Contact

Allan Burrows
0333 444 1005
sales.uk@arribatec.com

About your service

• Service categories:

  IaaS

  IaaS Compute

  • Bare metal
  • Container and serverless engine compute
  • Other non-x86 instances

  Virtualised x86

  • General purpose
  • Compute optimised
  • Memory optimised

Service scope

• Service constraints: When hosting Unit4 ERP, SQL Server; is the only supported RDBMS in this; cloud solution. Oracle is not; supported, but we can migrate customers over from Oracle to SQL; Server (and have done previously).; Other ERP systems can utilise; alternative RDBMS' as required /; preferred
• System requirements:
  • A modern PC with internet connectivity is required
  • Desktop users will require the Citrix Workspace or Parallels client
  • VPNs (if required) require a customer's firewall
  • Modern, supported web browser
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud

User support

• Email or online ticketing support: Yes
• Support response times: Our response time is 1 hour, which is; the same at weekends.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• 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: The web chat supports any modern; browser and has options such as text; chat (for users that are hearing; impaired), voice support (for visually; impaired users) and screen share for; users to be fully assisted by a support; technician
• Web chat accessibility testing: None so far. Happy to conduct testing; at no extra cost with any organisation; that might want to run tests with us
• Onsite support: Yes, at extra cost
• Support levels: All our cloud hosting solutions come; with full managed service support.; The support levels are calculated; based on the size of the system and; its complexity, but there are gradual; increases depending on the number; of users, complexity, etc. as might be; expected. These are documented in; the associated documentation. All; contracts include Technical Project; Management, Account Management; & Cloud Support as standard
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: A bespoke customer system; reference document is provided. This; details all the resources available to; users, the URLs and how to access; and use them. It also includes training; for in-house IT teams to support users; (which is delivered via distance; training; telephone or online tools).
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: This is entirely up to the users, but we; support full database backups, full; SFTP transfer of files / resources or; the user can simply export their data; directly from the system using web; services, online object storage; solutions or other online tools that are; provided as part of the cloud service; delivery.
• End-of-contract process: All end of contract off-boarding; exercises are covered under the; contract. The data will ultimately be; destroyed, but if it is still required it; can be provided to a third-party or to; the customer directly via database; backup, SFTP file transfer or any; other method required. The data can; also be obtained on a self-service; basis by the customer (directly) if they; utilise the web APIs.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Using the web interface: The web interfaces are developed by; Citrix (for the Citrix web interface) and; Parallels (for the Parallels web; interface). Users can log into the; application(s) and can access all the; functionality available to them via; these web interfaces
• Web interface accessibility standard: WCAG 2.2 AA
• Web interface accessibility testing: Web interface accessibility testing; A good example is that Unit4 has; developed a product reading list in; braille for the blind and visually; impaired, which sits in front of the; user’s keyboard and mirrors the; user’s screen text line by line. Text to; speech function is available making it; easy and quick to listen to the text; that’s written on the screen. For the; visually impaired, the text has been; adapted to provide enhanced; readability through stronger contrasts; and increased size.
• API: Yes
• What users can and can't do using the API: The APIs allow changes to be made; to the core application, such as ; adding, deleting or viewing users,; projects, purchase orders, invoices,; etc. Users need programming skills to; utilise these APIs. The APIs are built; into the Unit4 ERP product. These are; published to users that need to utilise; them
• API automation tools:
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
  • Other
• Other API automation tools: The APIs are open to use through any automation software
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• Command line interface: No

Scaling

• Independence of resources: CPU / disk contention is kept to a; minimum, with all customers enjoying; dedicated RAM. Public or private; cloud configurations available,; ensuring no 'noisy neighbours' and; total network and disk segmentation if; / when required.
• Usage notifications: Yes
• Usage reporting: Email
• Optimising consumption: Yes
• Automatic scaling: Yes

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
• Other metrics:
  • Core user numbers
  • Custom application metrics
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: QuickThink Cloud (QTC)

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Backup and recovery

• What’s backed up:
  • Virtual Machines
  • Databases
  • Files & Folders
  • System States
  • Customised Reports
  • Secure Data Assets
  • ERP Configurations
• Backup controls: Users identify what they would like to; back up (along with a consultant) and; the backups are setup with the; relevant schedule and retention; periods. This includes a GDPR; discussion to assist with data; protection responsibilities as well as a; DPIA. All off-site backups are; immutable for peace of mind and; compliance.
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
  • Single datacentre
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery:
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team
• Backup and recovery: Yes
• RPO/RTO: Yes

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
  • Other
• Other protection within supplier network: All machines running Microsoft Server; enjoy IDS protection.

Availability and resilience

• Guaranteed availability: Guarantees the functioning of all; cloud server hosts including the; hypervisor, with a 99.9% availability; for all hosted systems. In the unlikely; event of host failure, HA will; automatically restart the affected VM; onto a healthy host. If the service fails; to meet any of these availability; commitments, the Customer shall be; entitled to service credits.
• Approach to resilience: Available on request
• Outage reporting: Service outages are reported via; email and also via the customer's; online portal.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • 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
• Access restrictions in management interfaces and support channels: Access to management interfaces is; strictly controlled, uses multi-factor; authentication and does not include; any user access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
• Devices users manage the service through: 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: User-defined
• Access to supplier activity audit information: Users have access to real-time 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
• Information security policies and processes: Information security policies are fully; documented and available to all; members of staff. Updates are; communicated to the organisation,; with new starters undergoing a; specific session that covers the; security policy and invites them to ask; questions. Typical policies and; processes include password changes,; fully documented change control,; subscribing to security news bulletins; from our CREST / CHECK accredited; security partners, etc

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All change management is tracked on; our customer portal, with full visibility; to customers. Changes are; requested, agreed upon and; advertised, documented and; delivered via this medium. Every; change is subject to CAB approval; which happens once a week (or can; be put forward for an emergency; change if required).
• Vulnerability management type: Undisclosed
• Vulnerability management approach: A detailed account of this information; is available upon request. However, at; a high level the threats to our services; are both managed, monitored and; neutralised via our IDS systems. We; deploy patches regularly in a; controlled manner using industry; standard deployment tools and our; information about potential threats; comes from our CREST certified; security providers and datacentre; partners.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: This information is available upon; request, but at a high-level potential; compromises are identified using an; IDS system, our response includes; our own security procedures and; includes our CHECK accredited; security partner and any such threats; / compromises are classified as; URGENT and are investigated; immediately under the highest; possible SLA.
• Incident management type: Undisclosed
• Incident management approach: Our incident management is tightly; interwoven with our service desk; system. Users can report incidents via; email, internet portal or telephone.; Uses can run their own incident; reports via this system, but these are; also available upon request. We have; pre-defined processes for common; events (environment refreshes, etc.); and these are documented on the; portal knowledge-base where; appropriate.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Supplier-defined process

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: VMware
• How shared infrastructure is kept separate: Virtual machine, disk and network; isolation is in place and maintained; between customers, ensuring; absolute separation.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Datacentres follow ASHRAE; standards, which have parity to that of; the EU code of conduct. Initiatives at; each datacentre are being put in; place to maximise energy efficiency,; with the Swiss datacentre already; having won the SIG GIGA Trophy in; recognition of its successful efforts to; increase energy efficiency and reduce; the CO2 consumption. It is hoped that; this model can be rolled out to other; datacentres to achieve similar results.

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount

• Provide your minimum discount applicable to your baseline prices: 3%

Formula for calculating price of your services

• Formula for calculating price of your services:

  Which of the core deployment models you intend to offer

  Private Cloud

  Private Cloud - Formula for calculating price of your services

  ---

  Total Cost

  The Total Cost for a buyer's call off requirement in a Private Cloud Deployment

  =

  Baseline Pricing

  Please see our G-Cloud Service Lines / pricing document for additional information.

  -

  Minimum Discounting

  3%

  +

  Onboarding Activity

  Onboarding costs may vary based on your specific requirements, please confirm with suppliers during the clarification process

  +

  Additional sources of cost

  Cost increases with user, server resources or database usage increases in order to maintain service availability & performance.

  -

  Additional sources of cost reduction

  The number of users and the type of deployment to the users can reduce the costs based on the buyer's requirements and delivery methodologies.

  ---

• Total Cost: The Total Cost for a buyer's call off requirement in a Private Cloud Deployment
• Baseline Pricing: Please see our G-Cloud Service Lines / pricing document for additional information.
• Minimum Discounting: 3%
• Onboarding Activity: Onboarding costs may vary based on your specific requirements, please confirm with suppliers during the clarification process
• Additional sources of cost: Cost increases with user, server resources or database usage increases in order to maintain service availability & performance.
• Additional sources of cost reduction: The number of users and the type of deployment to the users can reduce the costs based on the buyer's requirements and delivery methodologies.

Mandatory certifications

• Mandatory certifications:

  Are you are bidding to offer IaaS and/or PaaS as a reseller or are you in sole control of the infrastructure

  Reseller

  Cloud service suppliers you intend to resell with evidence

  Organisation 1

  Organisation name

  QuickThink Cloud Ltd

  Website address/upload for organisation

  Upload

  Upload

  Provided

  ISO 9001 certification

  Provided

  ISO 27001 certification

  Provided

  ISO 20000-1 certification

  Provided

  Are you reliant on the Cloud Service Provider for some accreditations

  Yes

Cyber Essentials

• Do you have a Cyber Essentials Plus certificate?: No
• Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place by the date of framework award but have an IASME certified equivalent.

Non-mandatory Standards and certifications

• ISO 28000:2022 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • 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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits 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

    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • 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
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • 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 the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • 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

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 sales.uk@arribatec.com. Tell them what format you need. It will help if you say what assistive technology you use.