SQUARCLE CONSULTING LTD

IT Service Management

Squarcle Consultancy Ltd provides IT Service Management services to design, implement, and operate structured service management processes. We support consistent service delivery, governance, and continual improvement across cloud, hybrid, and on-premises environments, aligned to organisational and business needs.

Features

• ITIL-aligned service management processes
• Incident, problem, and request management
• Change and release management
• Service catalogue design and management
• Service level management and reporting
• Configuration and asset management
• Continual service improvement support
• ITSM tooling configuration and optimisation
• Service governance and controls
• Multi-supplier service coordination

Benefits

• Improved service consistency and quality
• Faster incident resolution
• Reduced operational risk
• Clear service accountability
• Improved user satisfaction
• Better change success rates
• Increased operational efficiency
• Improved service visibility
• Stronger service governance
• Supports business-aligned IT services

Service documents

• Pricing document

  PDF

• 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 sales@squarcle.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

383832247074948

Contact

Edina Opoczki
07955036707
sales@squarcle.co.uk

About your service

• Service categories:

  Systems Infrastructure Software

  System and service management

  • IT service management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Service delivery depends on timely access to customer systems, accurate information, and agreed approval processes. Support may be influenced by existing tooling, process maturity, or third-party supplier dependencies. Planned maintenance is scheduled in advance where possible and communicated to customers. Out-of-hours support is subject to agreed service levels. Legacy technologies or unsupported configurations may limit automation or integration capabilities.
• System requirements:
  • Access to supported ITSM tooling
  • Secure network connectivity
  • Role-based access control capability
  • Integration with monitoring tools
  • Supported operating systems and platforms
  • API access for integrations
  • Configuration management capability
  • Incident and request workflows
  • Reporting and dashboard functionality
  • Compliance with organisational security policies

User support

• Email or online ticketing support: Yes
• Support response times: Squarcle Consulting Ltd implement a triage system that determines the sequence for escalating incidents. During the initial evaluation, we take actions based on the incident’s impact to the client. This enables us to rank incidents on a scale from Priority 1 to Priority 4. ; ; Priority 1 > 1 hr; Priority 2 > 4 Hrs ; Priority 3 > 8 hours; Priority 4 > 24 hours ; ; Weekends: Response to Priority 1 calls only.
• 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: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Keyboard-only navigation: Confirmed logical tab order, visible focus states, Escape/Enter behaviour, and that all functions (send, edit, react, open settings) are operable without a mouse.; ; Low-vision support: Checked browser zoom up to 400%, reflow without horizontal scrolling, and compatibility with high-contrast modes.
• Onsite support: Yes
• Support levels: Squarcle Consultancy Ltd provides tiered support levels aligned to the criticality of the service and the needs of the customer. Support is delivered using an impact-based prioritisation model, with incidents classified from Priority 1 (critical service disruption) to Priority 4 (information requests). Each priority level has defined response targets to ensure timely and effective resolution.; ; Support levels range from standard business-hours support through to enhanced and extended coverage, including out-of-hours arrangements where required. The cost of support varies depending on the level of coverage, response requirements, and service complexity. Pricing is structured to ensure best value for money and is tailored to reflect the customer’s operational needs and risk profile.; ; For customers requiring enhanced oversight, Squarcle can provide access to a Technical Account Manager and experienced Cloud Support Engineers. These roles offer proactive service management, technical guidance, and coordination of support activities, helping customers optimise service performance and maintain operational stability.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Squarcle Consultancy Ltd supports users in adopting the service through a structured onboarding approach tailored to customer needs. During service initiation, we work with customers to confirm scope, access requirements, service levels, and operational processes.; ; We provide a range of onboarding support options, including onsite training where appropriate, remote online training sessions, and comprehensive user documentation. Training focuses on how to interact with the service, raise incidents and requests, interpret monitoring outputs, and understand escalation routes.; ; User documentation is provided in accessible formats and covers key operational procedures, service interfaces, and support processes. Where required, guided walkthroughs and knowledge transfer sessions are delivered to ensure users are confident in using the service from day one.; ; Support continues beyond initial onboarding, with access to service management channels for questions, refinements, and additional guidance as users become familiar with the service.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Clients retain ownership of their data and receive support to ensure secure extraction and transition when exiting the service. ; ; Data Retention Access. Enables clients to retrieve their data for a defined period following contract termination. ; ; Secure Data Extraction. Provides approved mechanisms for exporting or transferring data securely to new environments. ; ; Extended Access Options. Allows data availability to be extended through a separate agreement where needed. ; ; Exit Support Services. Assists with planning and executing structured exit activities, including decommissioning and data handling.
• End-of-contract process: At the end of the contract, Squarcle Consultancy Ltd works with the customer to ensure an orderly and controlled service exit. This includes confirming service termination dates, revoking access, and supporting the handover of operational knowledge where required. Standard end-of-contract activities focus on ensuring services are closed down securely and without disruption to the customer’s environment.; ; The contract price includes agreed service delivery up to the contract end date, standard support during the notice period, and cooperation with the customer to support transition planning. Documentation already produced during the contract remains available to the customer.; ; Activities that require additional effort, such as detailed exit planning, data extraction, migration to alternative providers, extended access periods, or bespoke handover support, are treated as additional services. These are scoped and agreed separately to ensure transparency and best value for money, based on the customer’s specific exit requirements.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service is accessed through standard web-based interfaces and integrated ITSM tooling. Users interact with the service via secure online portals, email, and approved ticketing systems to raise incidents, requests, and changes. Monitoring dashboards provide visibility of service status, alerts, and performance metrics. Where required, APIs enable integration with customer systems for event ingestion and reporting. Access is role-based to ensure appropriate visibility and control.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Keyboard-only navigation: Confirmed logical tab order, visible focus states, Escape/Enter behaviour, and that all functions (send, edit, react, open settings) are operable without a mouse.; ; Low-vision support: Checked browser zoom up to 400%, reflow without horizontal scrolling, and compatibility with high-contrast modes.
• API: Yes
• What users can and can't do using the API: Users can interact with the IT Service Management service through secure APIs to integrate with monitoring tools, business systems, and automation platforms. Using the API, users can set up approved integrations, create or update incidents, service requests, and configuration records, and retrieve service data such as ticket status, metrics, and reports.; ; Users can make permitted changes through the API, including submitting tickets, updating request details, and synchronising configuration information. However, users cannot use the API to change core ITSM workflows, security controls, approval rules, or system configurations. Administrative setup, role changes, and process design remain controlled activities.; ; API access is authenticated and authorised, with documented endpoints and usage limits in place to protect service stability, security, and data integrity.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise the service to align with their operational requirements, governance needs, and service priorities. Customisable elements include support hours, incident priority definitions, escalation paths, monitoring thresholds, reporting formats, and integration with existing ITSM tools and workflows. Where applicable, alerting rules, service dashboards, and access permissions can also be tailored.; ; Customisation is achieved through configuration rather than code changes. Squarcle works with customers during onboarding to agree service configurations, which are then implemented within monitoring platforms, ticketing systems, and reporting tools. Ongoing adjustments can be requested through the service management process and are assessed, approved, and implemented using standard change control procedures to minimise risk.; ; Customisation is typically requested and approved by authorised customer representatives such as service owners, contract managers, or designated administrators. Squarcle implements changes in line with agreed governance, ensuring controls remain consistent with security and operational policies.

Scaling

• Independence of resources: Service resources are logically segregated to prevent one customer’s usage affecting another. Capacity limits, monitoring, and throttling controls are applied to ensure fair usage and maintain performance. ; ; Where required, dedicated or isolated resources can be provided to meet customer requirements. Continuous monitoring and automated scaling are used to manage demand and protect service availability.

Analytics

• Service usage metrics: Yes
• Metrics types: Squarcle Consultancy Ltd provides service metrics aligned to agreed service levels and operational objectives. Metrics can include incident volumes, response and resolution times, service availability, change success rates, and monitoring event trends. Reporting is provided through dashboards, regular service reports, or on request, depending on customer needs. Metrics support service assurance, performance review, and continual improvement activities.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export their data through agreed secure methods, depending on the service configuration and data type. Data exports are typically provided via secure file transfer, approved APIs, or standard reporting formats. Where direct user access is not appropriate, Squarcle performs data extraction on the customer’s behalf following authorisation. Export processes are controlled to ensure data integrity, security, and compliance with organisational policies. Any bespoke or large-scale data extraction activities are scoped and agreed separately.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

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

• Guaranteed availability: Squarcle Consultancy Ltd provides availability commitments aligned to the criticality of the service and the customer’s operational requirements. Availability is typically measured during agreed service hours and defined within the Service Level Agreement (SLA). Standard availability targets are supported by monitoring, incident management, and structured change control processes to minimise disruption.; ; Availability SLAs, including target uptime percentages and measurement methods, are agreed with the customer at contract start and may vary depending on service scope, hosting model, and support level. Where enhanced availability is required, additional resilience and extended support arrangements can be agreed.; ; If agreed availability targets are not met, service credits may be applied in line with the SLA. Service credits are calculated as a proportion of the affected service charges and are applied to future invoices. Credits are intended to reflect the level of impact experienced and provide fair compensation while ensuring best value for money. Full details of availability targets, measurement, and remedies are documented in the SLA.
• Approach to resilience: Squarcle Consultancy Ltd designs services with resilience built into both the technical and operational layers. Services are supported by redundancy across key components, proactive monitoring, and controlled change processes to reduce the risk of service disruption. Where applicable, services are deployed across multiple availability zones or regions to protect against single points of failure.; ; Datacentre and cloud hosting environments are designed to support high availability through resilient power, networking, and platform redundancy. Backup and recovery arrangements are in place to support service restoration following incidents. Resilience configurations vary depending on service scope and hosting model and are agreed with the customer at contract start.; ; Detailed information regarding datacentre architecture, geographic distribution, and resilience controls is available on request where this information is not made publicly available, subject to appropriate security considerations.
• Outage reporting: Squarcle Consultancy Ltd reports service outages through a combination of monitoring tools and customer communication channels. Service availability is continuously monitored to detect incidents and performance degradation in near real time.; ; Where appropriate, customers are provided with access to service status dashboards that display current service health and known incidents. These dashboards may be public or customer-restricted depending on the service and security requirements. For services that support integration, outage and status information can be made available via APIs to allow customers to ingest alerts into their own monitoring or ITSM tools.; ; Email notifications are used to communicate confirmed outages, planned maintenance, and significant updates. Alerts include details of the issue, affected services, and progress updates until resolution. Outage reporting methods are agreed with customers during onboarding and documented within the Service Level Agreement to ensure clarity and consistency.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Squarcle Consultancy Ltd restricts access to management interfaces and support channels using role-based access controls. Access is granted only to authorised users based on job role and business need. Authentication controls are applied to ensure users are properly verified before access is provided.; ; Administrative and support access is limited to approved personnel and reviewed regularly to ensure continued appropriateness. Privileged access is tightly controlled and monitored, and access rights are removed promptly when no longer required. These controls help ensure that only authorised individuals can view or manage service components and support activities.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: Squarcle Consultancy Ltd follows a comprehensive set of information security policies and processes aligned to ISO/IEC 27001, under which we are certified. Our policies cover areas including information security governance, access control, asset management, risk management, incident management, business continuity, supplier security, and data protection.; ; An Information Security Management System (ISMS) is in place to define how policies are implemented, monitored, and continually improved. Security risks are formally assessed, recorded, and treated in line with ISO 27001 requirements. Policies are reviewed regularly to ensure continued relevance and compliance with legal, regulatory, and contractual obligations.; ; Responsibility for information security is clearly defined, with senior management oversight and designated roles accountable for implementation and assurance. Security incidents and non-conformities are reported through established escalation and incident management processes, with root cause analysis and corrective actions tracked to completion.; ; Compliance with policies is enforced through mandatory staff training, role-based access controls, internal audits, and regular management reviews. This approach ensures policies are consistently applied and embedded into day-to-day operations.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Squarcle Consultancy Ltd operates structured configuration and change management processes aligned to ISO/IEC 27001 and ITIL practices. Service components are tracked throughout their lifecycle using a configuration management system that records assets, relationships, and ownership. Changes are formally logged, assessed, approved, and implemented through a controlled change process. Each change is evaluated for potential security, availability, and operational impact before approval. Security considerations are included in risk assessments, with higher-risk changes subject to additional review and testing. Audit trails are maintained to support accountability and compliance.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Squarcle Consultancy Ltd operates a structured vulnerability management process to identify, assess, and address security weaknesses within its services. Potential threats are identified through regular vulnerability scanning, system reviews, and assessment of configuration and exposure. Vulnerabilities are prioritised based on severity, likelihood, and potential impact.; ; Patches and mitigations are deployed in line with risk, with critical vulnerabilities addressed as a priority and routine updates applied through controlled change processes. Threat intelligence is gathered from trusted sources including software and cloud vendors, security advisories, industry forums, and government-backed cyber security guidance. ; ; This approach ensures vulnerabilities are managed proactively and consistently.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Squarcle Consultancy Ltd operates continuous protective monitoring across its services to identify potential security compromises. Monitoring includes log analysis, alerting, and detection of unusual activity, unauthorised access attempts, and anomalous behaviour. Alerts are triaged promptly and investigated to confirm impact and scope.; ; When a potential compromise is identified, incident response procedures are initiated to contain the issue, protect affected systems, and prevent further exposure. Actions may include isolating systems, applying mitigations, and increasing monitoring. Response times are prioritised based on severity, with critical security incidents acted on immediately and escalated without delay to ensure rapid containment and resolution.
• Incident management type: Supplier-defined controls
• Incident management approach: Squarcle Consultancy Ltd follows a structured incident management approach to ensure incidents are handled consistently and effectively. Pre-defined processes and playbooks are in place for common incident types to support rapid triage and resolution. Users report incidents through agreed channels such as an online ticketing system, email, or phone, depending on the service arrangement.; ; Incidents are logged, categorised, prioritised, and assigned to appropriate support teams. Progress updates are provided throughout the incident lifecycle. Incident reports are produced for significant incidents and include details of impact, actions taken, resolution, and any lessons learned to support continual improvement.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Amtivo Group Limited T/A British Assessment Bureau Ltd.
• ISO/IEC 27001 accreditation date: Wednesday 5 March 2025
• What the ISO/IEC 27001 doesn’t cover: ITSM, which is ITIL -aligned and externally (3rd party) validated by a certified body who conducted the ITIL Maturity Assessment.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Amtivo Group Limited T/A British Assessment Bureau Ltd.
• ISO 9001 accreditation date: Monday 11 November 2024
• What the ISO 9001 doesn’t cover: Information which is covered by ISO 27001.; Financial Management & Accounting are out of scope.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 05732f35-a3cd-4a2b-b307-c468a4101420
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 53eabdfc-3503-4d56-8967-ff64f4dc58fe
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Ensuring new workers are informed of their right to join a trade union
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for positive actions with community groups.

  • 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.

    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Content of the outreach activity is designed to suit the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• 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 sales@squarcle.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.