Data Centre. Business Intelligence. Enterprise Computing Solutions United Kingdom. Support Services Overview. arrow.com

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1 Business Intelligence Data Centre Cloud Mobility Enterprise Computing Solutions United Kingdom Support Services Overview arrow.com

2 Since formation, the Support Services division has grown at a phenomenal rate, helping our partners to explore and secure real cross-sell opportunities and enabling them to offer a huge range of world leading services without diversifying essential core competences. Our Support Services have been designed for resellers who recognise the importance of services but may not have the capacity or capability to provide all the solutions themselves. If you are a reseller who does currently provide your own inhouse services, Arrow can be brought in as an independent partner to complement them with a number of modular and flexible options to give your portfolio continuity. Whether your interest lies with hardware and software technical support or consultancy and installation services our extensive Support Services portfolio can take you a step nearer to offering your clients a truly total solution whilst you enjoy HIGH margin returns. Arrow offers a comprehensive range of services, delivered from our state of the art Global Support Centre in Newmarket. Our services are provided by professional engineers trained to the highest standards through vendor accreditation schemes or Authorised Training Centres. Our Support Services have been designed for resellers who recognise the importance of services but may not have the capacity or capability to provide all the solutions themselves. 1

3 Hardware Support Services With increased competition in the appliance market, the quality of services and support for these products is often the basis on which tenders can be won or lost. As a result, Arrow offer a world-class Hardware RMA service providing bespoke On-Site Support, Enhanced Advanced Replacement Services, Monitoring and a Premium Restoration Service, designed to provide greater flexibility to you and your customers. Arrow facilitate all aspects of the support cycle. We handle the entire support call from diagnosis to dispatching one of our own dedicated engineers or replacement part, through to reinstalling software and restoring policies, and ensuring the necessary changes are made to the support contracts, after the appliance is replaced. Each SLA is tailored to the specific needs of the reseller or end user and provides a high margin return for our partners. Service Descriptions Hardware Advanced Replacement Service Next Business Day services End User and Reseller Direct options Guaranteed pre-noon delivery of replacement parts in the UK Hardware Engineer to Site Service Access to field service engineer 8x5 and 24x7 support options Guaranteed 4hr engineer response to site Hardware On-Site Replacement Service Guaranteed 4-hour on-site Next Business Day, 8x5 and 24x7 options End User and Reseller Direct options Replacement part and engineer Hardware Monitoring Service 8x5 or full round-the-clock 24x7 options Proactive monitoring of security appliances ensuring full operation All anomalies communicated to designated contact Premium Restoration Service Guaranteed 4-hour on-site, with 4-hour fix End User and Reseller Direct options For stand alone or distributed Check Point and Blue Coat networks - - Replacement of Check Point or Blue Coat appliances, reinstallation of all software and restoration of policy from back-up arrowecs.co.uk/services

4 Secure Data Transportation and Destruction Services All organisations are required to protect corporate data in accordance with the UK Data Protection Act. With heavy fines of up to 550K and possible criminal proceedings for failure to comply, and nearly 10% of all reported data incidents being down to improper hardware disposal, it has never been more important to ensure that data is securely destroyed. Arrow Secure Data Transportation and Destruction Services have been designed to provide a solution in the secure transportation or defective disks or entire systems, in a sealed and specially secured container with real-time monitoring. Hard disk data is either permanently destroyed using software in accordance with CESG guidelines or by physical destruction. Secure Data Transportation Secure Data Destruction Upon receipt by Arrow, the disks are erased with CESG certified data erasure software that conforms to recognised international erasure standards. Software erasure of data ensures total security without incurring additional cost to replace physically destroyed equipment. Alternatively, if specific compliance requires it, the customer can choose to have their disks physically destroyed at the Arrow premises. Confirmation and Certification Upon completion, a certificate detailing the secure transportation and successful data deletion including the serial number of the media is issued to the customer. This information can be stored for audit purposes for use with certification such as ISO and PCI Compliance. Arrow will ship a security container to the customer s site on either a next business day or 4 hour SLA. Upon delivery, the customer has up to 3 days to fill the security container, seal it in accordance with the instructions provided on the USB flash device and arrange collection The containers are monitored in real-time and have several security measures in place to protect against manipulation. Status messages are automatically transferred to our Global Support Centre. In addition, the GPS and GSM data from the container are also monitored and recorded. Should there be any irregularities the customer will be notified immediately to ensure that they can respond in a timely manner All organisations are required to protect corporate data in accordance with the UK Data Protection Act. 3

5 Software Services In addition to our standard warranty telephone support, Arrow deliver a range of extended software support options with published service level agreements, from our Global Support Centre. Whether we act as first or second line support, on an 8x5 or 24x7 basis, you and your customer will receive thorough and effective post-sales assistance. arrowecs.co.uk/services

6 Service Descriptions 8x5 Premium Support Designed to alleviate some of the burden on our partners support departments, this option offers standard support between the hours of 9am and 5pm, Monday to Friday (excluding statutory English holidays). Available as End User Direct support Arrow take first line from the customer Available as Reseller Direct support partner undertakes first line diagnostics and passes to Arrow for second line escalation, for higher discounts Delivered against published SLA Guaranteed vendor escalation Available on all products within the Arrow product portfolio* 24x7 Premium Support Arrow Assist This pro-active support and maintenance service provides that extra level of assistance for mission critical deployments. In addition to round the clock telephone support, our service provides hands-on remote access for those situations where you need a bit of extra help, along with pre-emptive monitoring, security testing and backups.** Managed Security Services If your customer wishes to go one step further and partner with experts to deliver full management, support and maintenance on their Check Point infrastructure, Arrow can help. Our Managed Security service has been designed with all business sizes in mind. We deliver a flexible management of a multitude of security options either existing security gateways, or bundled with market leading best-of-breed security appliances. Premier level service, offering the same expert technical support 24 hours a day, 7 days a week, 365 days a year. Available in both End User and Reseller Direct options Offers ability to provide global support Delivered against published SLA with guaranteed vendor access *except where vendor provides FOC end user support ** Service elements vary dependent on supported vendor. Arrow deliver a range of extended software support options with published service level agreements, from our Global Support Centre. 5

7 Bespoke Support Services If your requirement is not met by one of the service packages outlined, please do not hesitate to contact us to discuss your support needs. All services are delivered in-house, by Arrow staff, so anything is possible. arrowecs.co.uk/services

8 Are You Five Years Out? Most people live in the present. The world of now. But a handful of us work in a unique world that doesn t quite exist yet the world of Five Years Out. Five Years Out is the tangible future. And the people who live and work there know that new technologies, new materials, new ideas and new electronics will make life not only different, but better. Not just cheaper, but smarter. Not just easier, but more inspired. Five Years Out is an exciting place to be. So exciting that, once you ve been there, it s hard to get excited about the present. Because we know what s coming is going to be so much better. Five Years Out is a community of builders, designers, engineers and imaginers who navigate the path between possibility and practicality. Creating the future of everything from cars to coffeemakers. Are you one of them? Then you re probably working with us. In Person Call to talk or set up a face-to-face meeting with one of our knowledgeable representatives. Harrogate Office London Office Reading Office Newmarket Office Nottingham Office Stockport Office Dublin (Ireland) Office +353 (0) Arrow Electronics, Inc. Enterprise Computing Solutions Suffolk House Fordham Road Newmarket Suffolk CB8 7AA Via support-services@arrowecs.co.uk us for answers to questions or to start a conversation. Online arrowecs.co.uk/services Visit our site for everything from the latest news to line card information 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. PSO_06/14_CDS1.2