Arqiva G-Cloud 6 - Service Definition. G-Cloud Arqiva Systems and Network Monitoring Service

Transcription

1 Arqiva G-Cloud 6 - Service Definition G-Cloud Arqiva Systems and Network Monitoring Service

2 December 2014 G-Cloud 6 Page 2 of 5 1 Service Overview The Arqiva Networks Operations Centre (NOC) operates end-to-end multiple service networks and performs ITIL based network monitoring and service management activity on behalf of customers such as the RNLI, Maritime and Coastguard Agency, Tracker, Power Distribution companies, Police forces and various Broadcast Services, amongst others. This service is available 24/7/365 days a year. The Arqiva Managed Networks team is highly trained in all aspects of network management including: Incident Management. Problem Management and root cause analysis. Proactive Network Monitoring and Management, endeavouring to identify and rectify faults before the customer is aware. Remote Diagnostics and Intervention, endeavouring to first time fix without the need to dispatch an engineer. Collaborative working with 2nd and 3rd line support teams and 3rd party suppliers. Arqiva also delivers these services to the following sectors: Fire, Maritime, Ambulance, Transport, Central and Local Government, Utilities, Defence, Power generation and Rail. Our teams can adopt and have access to a range of open standard and propriety network monitoring OSS tools including Cisco Prime, DataMiner, Open NMS, Castle Rock, MDS NMS, SIAE SCT, HP Openview and Nera Netmaster. Additionally, Arqiva s core market experience of telecoms has resulted in the provision of system and network monitoring services being delivered to cover the following Telecoms and Broadcast areas, WiFi, Mobile Data, Smart Metering, SCADA, Private Mobile Radio, Digital Mobile Radio, Airwave, TETRA and GD92 Station End Systems. 2 Service Description The Arqiva Managed Networks team is highly trained in all aspects of network management including: Incident Management. Problem Management and root cause analysis. Proactive Network Monitoring and Management, endeavouring to identify and rectify faults before the customer is aware. Remote Diagnostics and Intervention, endeavouring to first time fix without the need to dispatch an engineer. Collaborative working with 2nd and 3rd line support teams and 3rd party suppliers.

3 December 2014 G-Cloud 6 Page 3 of 5 We have access to a range of open standard and propriety network monitoring OSS tools including Cisco Prime, DataMiner, Open NMS, Castle Rock, MDS NMS, SIAE SCT, HP Openview and Nera Netmaster. These tools help provide intelligent analysis of all events on the network, allowing proactive steps to be taken to ensure a high-level of network availability is maintained and overall service levels are achieved in line with accurate incident prioritisation. The Arqiva Networks Operations Centre (NOC) meets the required standards for data, physical, environmental and human resource security within the wider remit of Arqiva's security policy - ensuring that the Managed Networks team are fully compliant with security requirements. Operators within this NOC environment are security cleared to SC level. Arqiva have a proven service escalation processes for all our existing customers. This escalation matrix ensures that service issues are resolved as soon as possible and with good communications routes through-out the management chain. The matrix forms part of an agreed communications and escalation plan. It is fully expected that any issue would be resolved at the earliest stage in the escalation matrix through staff empowerment. Customers can request escalation to the next level should they feel that the service issue is not being properly addressed. 3 Process In order to procure a Systems Monitoring Service please contact us by , in the first instance, on G-Cloud@arqiva.com with G-Cloud 6 RFP in the subject line. On receipt we will send you a requirements specification document to allow us to gather the information we need from you in order to confirm the level and complexity of support required. On receipt of a completed requirements specification document we will confirm the exact pricing as per the associated pricing sheet. All pricing will be clear and transparent. Alternatively, where you have sufficient information to place an order directly without further consultation, you may do so. 4 Terms and Conditions The Terms and Conditions applicable to any resultant contract shall be the Arqiva standard product and services terms and conditions. Please refer to document reference: G-Cloud 6 Arqiva Standard Products and Services - T&Cs. 5 Pricing Please refer to document reference: G-Cloud Arqiva Systems Monitoring Service Pricing.

4 December 2014 G-Cloud 6 Page 4 of 5 6 Service Credits Service credits can be purchase in advance using the following rates: Quantity Discount Total Price Saving 100,000 1% ,000,000 3% 9, ,000,000 5% 47, , ,000,000 7% 93, , ,000,000 8% 460, , ,000,000 10% 900, , One Service Credit = The majority of our services can be purchased using Arqiva Service Credits, please contact us for further details. 7 Arqiva Overview Arqiva has a wide range of services available through the Cloud Store related to the full life cycle of ICT and Wireless Communications solutions. If you are unsure of the process to follow or how to use any of our services please contact our helpdesk on or by at G-Cloud@arqiva.com and a member of our team will contact you to assist further. Arqiva is a turnkey service provider of infrastructure and services to the wireless telecommunications industry in the UK. We have demonstrable experience and expertise in the build, ownership and operation of a wide range of services from single sites through to large capital intensive, technically advanced, mission critical systems and networks. We offer the full range of capabilities, personnel and processes to meet the requirements of landlords and operators alike when deploying and operating any type of wireless communications network. These activities include but are not limited to: network design, site acquisition, site design, build, operation and programme management. Some key facts: Our Managed Services are coordinated by our national field operations team of nearly 300 engineers and provide a range of support services according to customer needs, from working hours emergency call-out to 24/7/365 business-critical support. 50% of the UK s police forces rely on us, from Strathclyde Police in Scotland to Devon and Cornwall Police, at the opposite end of the UK. Arqiva has a network of over 16,000 strategically located masts, towers, rooftops and land options (77% rural sites). ISO Certified. Investors in People Gold standard, less than 4% of UK businesses have this level of recognition.

5 December 2014 G-Cloud 6 Page 5 of 5 Figure 1 - Arqiva has the ability to deliver critical services across a whole range of sectors.