AKITA SYSTEMS LIMITED

Microsoft Azure Support Service

Akita provides Azure support covering user administration, configuration assistance, operational oversight and issue resolution for cloud workloads. We help buyers manage Azure environments, understand platform settings, review performance and resolve operational issues through a managed cloud support service.

Features

• Azure tenant and subscription administration
• Configuration support for Azure services and policies
• Incident logging, triage and resolution through Akita’s service desk
• Environment performance monitoring and reporting
• Operational guidance on security, governance and cost management
• Best practice advisory on Azure configuration and optimisation
• Optional enhancement services, including migrations, architectural design and project delivery

Benefits

• Reduces operational risk through proactive oversight
• Improves issue resolution speed with structured support workflows
• Helps buyers optimise Azure performance and governance
• Ensures consistent support aligned to public sector expectations
• Provides access to Microsoft-aligned expertise without internal overhead

• Education pricing available

Service documents

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@akita.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

339691671760024

Contact

Akita
0330 058 8000
info@akita.co.uk

About your service

• Service categories:

  Cloud Support Services

  Ongoing Support

  • Product support capabilities
  • Logging and management of incidents
  • Reporting and proactive results analysis

Service scope

• Service constraints: Akita supports Azure environments operating within standard Microsoft cloud services. Support includes administration, issue resolution and configuration within the bounds of platform capabilities. Architecture redesign, complex migrations or development activities can be delivered as separately scoped projects.• Support is delivered remotely unless otherwise contracted.; • Changes requiring elevated permissions may require temporary delegated access.; • Azure platform limitations apply to performance, availability and feature boundaries.; • Some requests may require project work if outside operational support scope.

User support

• Email or online ticketing support: Yes
• Support response times: We provide support Monday to Friday, 8am to 6pm. We respond to tickets within one hour for high priority issues and within four working hours for standard requests. Weekend and bank holiday support is available for contracted customers, and response times follow the same priority model but may take longer depending on engineer availability.; ; Out-of-hours and extended support is available for contracted customers under agreed support arrangements..
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: We provide first, second and third line support through Akita’s service desk. First line handles initial triage and incident logging. Second line resolves platform issues, configuration queries and account administration tasks. Third line provides specialist Azure expertise for complex technical problems.; ; Support is priced through our standard cloud support rate card, with monthly service packages or pay as you go options available. Rates vary by the number of users and the level of escalation required.; ; We provide a named service delivery contact for ongoing relationship management. A technical account manager or cloud support engineer is available on request for customers who need more regular service reviews or deeper technical guidance.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Pricing

• Discount for educational organisations: Yes

IT operations roles

Infrastructure engineer

Role level	UK Rate	Offshore Rate
Infrastructure engineer	£1,100.00

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau (UKAS accredited)
• ISO/IEC 27001 accreditation date: Friday 18 January 2019
• What the ISO/IEC 27001 doesn’t cover: The ISO/IEC 27001 certification does not cover customer-owned systems or infrastructure not managed by Akita Systems Limited, physical security controls at customer premises, end-user devices not under Akita management, or non-IT business activities outside the defined scope of IT support, cloud services, and hosted and recovery services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau (UKAS accredited)
• ISO 9001 accreditation date: Saturday 31 December 2016
• What the ISO 9001 doesn’t cover: The ISO 9001:2015 certification does not cover activities outside the defined scope of IT service delivery, including non-IT business operations, customer-owned systems or processes not managed by Akita Systems Limited, services delivered entirely by third parties outside Akita’s quality management system, and physical site operations at customer premises where Akita does not have operational control.
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 56073cca-376a-486b-a991-0f76b99f23b2
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Cc55b424-1c83-4f89-8550-44e6b24ec430
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

Service documents

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@akita.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.