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Relax...Arrow
has it covered
HARDWARE MAINTENANCE
>	Spares or engineer to site
>	SLAs up to 24x7x4 with
	 4 hour fix
>	Multi vendor
	 technology suppor...
Arrow Premium
Telephone Support
This round-the-clock telephone
support service is delivered from
our permanently manned st...
Service Description
AristaNetworks
BlueCoat
CheckPoint
Crossbeam
EfficientIP
F5Networks
Gigamon
Juniper
KasperskyLab
McAfe...
Arrow Electronics, Inc.
Enterprise Computing Solutions
Suffolk House
Fordham Road
Newmarket
Suffolk
CB8 7AA
In Person
0163...
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Relax... Arrow has it covered with our Support Services

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Arrow offers channel partners a comprehensive range of extended support options with published Service Level Agreements, delivering high margin returns. Find out what's available to you with this cheatsheet.

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Relax... Arrow has it covered with our Support Services

  1. 1. Relax...Arrow has it covered
  2. 2. HARDWARE MAINTENANCE > Spares or engineer to site > SLAs up to 24x7x4 with 4 hour fix > Multi vendor technology supported > Secure transportation and data destruction Hardware Replacement Arrow handles the entire support call and manages it entirely on your behalf. From diagnosis, despatching the part and/or qualified engineer to installing the replacement and ensuring the necessary changes are made to the support contracts after the appliance is replaced. Premium Restoration This exceptional service offers customers a high-level reconfiguration facility in addition to our hardware replacement service. Our fully accredited engineers will replace faulty parts, load the correct version of the software and install the last saved configuration, leaving the unit fully operational, within 4 hours of arrival on-site. Secure Data Transportation and Destruction Defective disks or entire systems are securely transported in a sealed and specially secured container, with real-time monitoring. Hard disk data is permanently destroyed using software in accordance with CESG guidelines or by physical destruction. Hardware Monitoring Your customers’ devices can be continuously monitored to identify any anomalies and potential issues before they affect their businesses. In the event of a power outage or health issue, Arrow will alert the designated customer contact with details. SOFTWARE SERVICES > 8x5 or 24x7x365 coverage as standard options > Enhanced services including hands-on remote support incidents, monitoring and automated backups > Fully managed options Arrow Support Services - what we deliver Arrow offers channel partners a comprehensive range of extended support options with published Service Level Agreements (SLAs), delivering high margin returns. Whether we act as first or second line for telephone support and hardware RMAs, enhanced hands-on assistance or on a fully managed basis, you and your customers will receive thorough and effective ongoing support. arrowecs.co.uk | 01638 569638 32
  3. 3. Arrow Premium Telephone Support This round-the-clock telephone support service is delivered from our permanently manned state of the art Global Support Centre by professional engineers trained to the highest standards. Arrow Assist In addition to continuous telephone support, Assist provides hands-on remote access for those situations where extra help is required, along with pre-emptive monitoring, security testing and configuration backups. The service provides ‘skilled remote hands’ to help diagnose and resolve complicated support issues, manage deployments, make changes, migrations, upgrades, or other standard activities that may require extra expert assistance. Arrow Fully Managed Our Managed Security Service provides a single source of supply for a multitude of security options. All on one appliance, we can deliver flexible, scalable and cost effective security services that are fully managed by experts. As a minimum, the service offers comprehensive firewall and VPN management, which can be delivered either on a choice of inclusive enterprise grade hardware security appliances, on a new CAPEX deployment, or on existing security devices. Bespoke Support Services All support services are delivered in-house by Arrow. If your requirements need tailoring and you cannot find what you need from our standard support services packages, please do not hesitate to contact us - anything is possible! Why Arrow Support Services? Our Partners benefit from: > Increased margin on all product sales and renewals > Extends your services portfolio > Low risk, no investment > First or second line support > Allows outsourcing of non-core business services > Reduces overheads of your own helpdesk Your Customers benefit from: > Delivered by experienced security experts, trained to the highest standards > Published and guaranteed SLAs > Flexible service options to suit any requirement > Guaranteed vendor escalation path Why Arrow? > Channel only > Over 70 years security support expertise within the Global Support Centre > Support services are delivered in-house and allow flexibility and tailored options > Check Point ACE and CCSP, Riverbed RASP, F5 Unity, Blue Coat BlueTouch partner and Juniper Operate > Global coverage > Arrow currently achieves a satisfaction score of 4.8 out of 5* > IS027001 compliant * The customer satisfaction score is based upon a survey sent to every customer after closing a support call with Arrow. The results are derived from this and is ongoing feedback from every support task we complete arrowecs.co.uk | 01638 569638 54
  4. 4. Service Description AristaNetworks BlueCoat CheckPoint Crossbeam EfficientIP F5Networks Gigamon Juniper KasperskyLab McAfee Resilience Riverbed Safenet TrendMicro Websense 8x5 Telephone Support 8x5 Telephone support 9am - 5pm Mon-Fri (excluding statutory English holidays) • • • • • • • • • • • 24x7 Telephone Support 24x7 Telephone support 24x7x365 • • • • • • • • Arrow Assist Telephone support, hands-on remote access, monitoring, vulnerability scans and configuration backups • • • • • Managed Security Services Full firewall management, telephone support and hardware maintenance • Next Business Day 8x5xNBD Advance hardware replacement • • • • • • • 8x5x8hr On-site* 8x5x8hr On-site hardware replacement • • • •¤ • • 8x5x4hr On-site 8x5x4hr On-site hardware replacement •¤ • • • • •¤ •¤ • • • 24x7x4 On-site 24x7x4hr On-site hardware replacement •¤ • • • • •¤ •¤ • • • • Premium Restoration** High-level re-configuration facility in addition to our enhanced hardware replacement services • • • • • Hardware Monitoring Proactive monitoring of security appliances • • • Secure Data Transportation and Destruction Secure transportation of defective disks/devices and data erasure using CESG accredited software or physical destruction • • • • • • • • • • • * Ireland Only ** Standard on-site support is a pre-requisite for this service ¤ Engineer Only Tailored packages to suit every business arrowecs.co.uk | 01638 569638 76
  5. 5. Arrow Electronics, Inc. Enterprise Computing Solutions Suffolk House Fordham Road Newmarket Suffolk CB8 7AA In Person 01638 569638 Via Email support-services@arrowecs.co.uk Online www.arrowecs.co.uk/supportservices ©2015 Arrow Electronics, Inc. Arrow and the Arrow logo are registered trademarks of Arrow Electronics, Inc. Other trademarks and product information are the property of their respective owners.

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