Itec Connect Ltd

Cloud Managed Wi-Fi

Cloud Managed Wi-Fi services offers a simple, secure and cost-effective way to manage and monitor HPe Aruba Access Points and Aruba Switches. Alongside the management, maintenance and reporting service, it also has advanced capabilities like customisable guest Wi-Fi and presence analytics.

Features

  • Network Health Monitoring and Troubleshooting.
  • Application Visibility and Control
  • Zero-Touch Provisioning
  • Mobile Friendly Guest Accses
  • Maintenance and Firmware Management
  • Presence Analytics
  • Reporting
  • Secure and Always-On

Benefits

  • Cost Effective - No upfront management infrastructure costs, flexible pricing
  • Secure and Always On - Flexible and customisable services
  • The highest possible availability and uninterrupted service
  • Flexible Pricing
  • Store your management data indefinitely.
  • Streamline and automate your network management.
  • Customise and simplify visitor access with guest Wi-Fi management.
  • Summary of your entire network health via an intuitive dashboard
  • View traffic by individual applications and web categories and reputation.

Pricing

£30 to £245 per device per year

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

626269418223169

Itec Connect Ltd

Lisa Greenfield

07825 642 790

lisa.greenfield@itecgroup.co.uk

Service scope

Service scope
Service constraints HPe Aruba Central manages Aruba Instant Access Points and Aruba Switches, configuration is via configurations pushed to devices. Depending upon the complexity of the Wi-Fi deployment, ITEC may recommend deploying local controllers or clusters. ITEC accredited Wi-Fi engineers can advise and design the most appropriate solution, based on the business goals of your organisation.
System requirements
  • Supports all HPe Aruba Instant Access Points
  • Supports all HPe Aruba Switches
  • Cloud Managed Service

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Nobody offers more support hours than ITEC – with our manned help desk accessible from 7am to 7pm 7 days a week. That’s 84 hours of expert support available each week.

If your business operates at weekends, that means support to help keep your business up and running on Saturday and Sunday – likely to be the busiest days in your week.

If you work Monday to Friday, it means we can work over the weekend to identify and fix issues without disturbing normal weekday operations.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels ITEC 777 Support.

Nobody offers more support hours than ITEC – with our manned help desk accessible from 7am to 7pm 7 days a week. That’s 84 hours of expert support available each week.

If your business operates at weekends, that means support to help keep your business up and running on Saturday and Sunday – likely to be the busiest days in your week.

If you work Monday to Friday, it means we can work over the weekend to identify and fix issues without disturbing normal weekday operations.

Technology quickly gets complex, especially as you connect together products and solutions from different vendors.

The ITEC approach delivers visibility and transparency. No more chasing round different suppliers trying to find out exactly who’s responsible for a problem. ITEC engineers take ownership of issues and take action to fix your problems.

And you work with an ITEC account team that take the time to get to know you and understands your business. At ITEC we are a service driven company – that’s what we mean by a closer partnership.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started ITEC complete a standard onboarding process that would include understanding the solution and project, delivered through a team of Account managers and Project managers.

Typically ITEC would produce a scope of work document, followed by an implementation plan. All services are agreed prior to deployment alongside a reporting and support plan.

Customers are assisted with pre-sales support team that can offer technical and solution guidance, that will drive the project with clear expectations. All our process are governed by our ISO standards
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction The customer can download and save all configuration details from the portal at any stage of the contract.
End-of-contract process The customer is advised on the anniversary date up to 90 days prior to the end of the contract, our account managers will then send a quotation for the next term costs. At the end of the contract access to Cloud Managed WiFi services will cease, however the customer infrastructure would continue to operate. The customer will lose central management, monitoring and reporting if this subscription were to lapse.

Using the service

Using the service
Web browser interface Yes
Using the web interface Customers have full access through the web interface to manage all configuration, access points and switches. The web interface has clear dashboards for information and reporting, it uses templates to manage configurations of devices which allows devices to call into the central database to automatically update and provision themselves.With Aruba Central, you can get your network up and running in minutes with intelligent Zero Touch Provisioning. The intuitive dashboards along with reporting, maintenance, and firmware management make monitoring and troubleshooting easy – no technical expertise required.
Web interface accessibility standard WCAG 2.0 AAA
Web interface accessibility testing HPe Aruba provide the testing and compliance around accessibility standards
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources ITEC provide HPe Aruba services independantly for each solution required.
Those dedicated services define and control the service delivery. There is no detriment to other service users.
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types Network
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Aruba Networks, an Hewlett Packard Enterprise Company

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
User control over data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Configuration of switches and Access Points are backed up
  • Central reporting backed up
Backup controls This is centrally clustered and resilient. Customers can configure how often the Central management system backs up the configuration.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users schedule backups through a web interface
Backup recovery Users can recover backups themselves, for example through a web interface

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • 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

Availability and resilience

Availability and resilience
Guaranteed availability Redundancy with clustering and distribution to multiple
data centers from multiple providers. If one provider
experiences performance issues, others remain available
for seamless continuity.

Global reach with data center locations around the world.
Refunding will be dealt through an exemption to the contract, negotiated through the account manager and directors
Approach to resilience Available upon request
Outage reporting Store your management data indefinitely so you can create reports containing historical data if needed.
• View network, AppRF and security snapshots over a predefined period.
• Schedule reports and receive automated email reports.
Export them to a PDF for low-effort monitoring.
• Generate Payment Card Industry (PCI) reports that document proper security scanning was in place, keeping your company compliant with regulatory mandates.

All visible through a secure web dashboard and application for smart devices.
Email reports are set and scheduled based on alerts or report schedules.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels Access to the platform is controlled by dual factor authentication and is only available to a small set of personal defined in the project scope and administration group.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
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

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

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 CQS (Certified Quality Systems) Ltd
ISO/IEC 27001 accreditation date 12 Nov 2015
What the ISO/IEC 27001 doesn’t cover We do not cover HPe Aruba services.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 Full ISO standards policies and processes are adhered to.
Information security processes, data management processes, ITIL standards, GDPR compliance, full internal and external audits.
ITEC are certified to ISO9001 (Quality Management), ISO27001 (Information Security Management), ISO14001 (Environmental Management).

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach All changes to the configuration of the service are managed through a strict change control process. Considering technical suitability, security risks and impact to service. This is controlled through a change management team to provide an audit trail and ensures all aspects of the change are considered.
Vulnerability management type Supplier-defined controls
Vulnerability management approach HPe Aruba issue known vulnerabilities that are included into a change management process. In the event of a major flaw, an emergency change process would be invoked to patch the service within 48Hrs. In the event of multiple vulnerabilities, they are addressed in severity order (highest first), until all mitigated.
Protective monitoring type Supplier-defined controls
Protective monitoring approach ITEC use various methods including monitoring tools, manual checks, service degradation, reported issues along with regular vulnerability assessments.
In the event of a suspected compromise, they are acted upon with a high priority until they are proven benign or corrective action need to be taken to mitigate against the compromise. These procedures are inline with our ISO27001 processes.
Incident management type Supplier-defined controls
Incident management approach ITEC customers are provided with full details of how to log a support call. This includes all logging methods (i.e. email, call, web) and the information required so that the Service desk team can respond accordingly. Once the call has been logged, depending on its severity level (Critical to Request for Information), it is then managed by the team under the supervision of the Operations manager. All service affecting calls are escalated accordingly to the 2nd/ 3rd line teams including the assigned account and technical manager. Escalations procedures are provided upon request

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart No

Energy efficiency

Energy efficiency
Energy-efficient datacentres No

Pricing

Pricing
Price £30 to £245 per device per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial ITEC provide a 30 day free trial of the service that is tailored to the end-users requirements in order for them to test the service accordingly against their success criteria.

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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