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.

1. Relax...Arrow
has it covered

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. 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. 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. 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
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Other trademarks and product information are the property of their respective owners.