STERLING COMPUTERS CORPORATION (UK) LTD

Sterling Cloud Support

Our service provides expertise in cloud support for public, private, hybrid, and fully disconnected environments. Our highly motivated and knowledgeable team delivers 24/7 monitoring, incident management, technical optimisation, migration assistance, performance tuning, compliance support, and ongoing advisory services to ensure reliable and secure cloud operations for UK public sector organisations.

Features

• 24/7 proactive monitoring and alerting
• Rapid incident detection and resolution
• Security compliance assessment and hardening
• Cloud architecture design and assurance
• Workload migration planning and execution
• Application performance tuning and optimisation
• Cost optimisation and resource right-sizing
• Vendor evaluation and selection support
• Staff training and knowledge transfer
• Ongoing technical advisory services

Benefits

• Accelerates cloud migration and deployment
• Reduces operational costs through optimisation
• Enhances security compliance continuously
• Minimises downtime with proactive monitoring
• Improves application performance reliably
• Simplifies vendor management processes
• Boosts team productivity via training
• Ensures business continuity effectively
• Optimises cloud spending accurately
• Delivers expert strategic guidance

• 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 sterlinguk@sterling.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

928227701211259

Contact

Luke Flanagan
+447557400401
sterlinguk@sterling.com

About the service

• Service categories:

  Cloud Support Services

  Managed Cloud

  Managed Private Cloud

  • Managed Private IaaS
  • Managed Private SaaS/PaaS
  • Application management

  Managed Public cloud

  • Managed Public IaaS
  • Managed Public SaaS/PaaS
  • Application management

  Managed Hybrid Cloud

  • Managed Hybrid IaaS
  • Managed Hybrid SaaS/PaaS
  • Application management

Service scope

• Service constraints: Our service has the following constraints buyers should be aware of: support is delivered primarily remotely via secure channels (onsite visits available at extra cost); standard support operates during UK business hours (09:00–17:30 Mon–Fri, excluding holidays); 24/7 coverage requires the premium tier; response times and effectiveness depend on buyers granting appropriate secure access and providing timely environment details; fully disconnected/air-gapped environments use offline methods for reporting and updates; all constraints are fully detailed in the service definition and can be discussed during call-off.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Our knowledgeable and highly motivated team responds to questions and support requests within 4 working hours (target 1-2 hours) during standard UK business hours (09:00–17:30 Mon–Fri, excluding holidays). Response times are different at weekends: there is no standard support coverage on weekends or bank holidays. Yes, faster response times (including 1-hour priority or 24/7 weekend coverage) are available at extra cost through our premium or enterprise support tiers.
• 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: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Our web chat is accessible through the secure customer portal using any modern web browser on desktop, laptop, tablet, or mobile devices with a responsive design. Users must log in with valid credentials and multi-factor authentication (MFA) to start a chat session. Customers can initiate real-time conversations during support hours, submit support requests, describe issues, upload non-executable files (up to 25MB), receive immediate guidance from our knowledgeable team, and transition seamlessly to ticket creation for follow-up. However, users cannot access live chat outside purchased support hours (email/ticket fallback only), cannot upload executable files or content with malware risk (auto-blocked), cannot engage anonymously, and cannot modify resolved tickets post-closure. All sessions are fully encrypted, audited, and role-based to ensure secure support delivery.
• Web chat accessibility testing: N/A
• Support levels: Our service offers three flexible support levels to meet varying public sector requirements: Standard Support (included in core service) provides business hours coverage (09:00–17:30 UK, Monday–Friday excluding holidays) with email, web chat and portal ticketing, and a 4-hour initial response target; Priority Support (premium tier) includes faster 1-hour response, extended hours, and priority queuing; Enterprise Support (top tier) delivers 24/7 coverage for critical incidents with proactive monitoring and dedicated escalation paths. Costs are transparent and agreed during call-off: Standard is included, while Priority and Enterprise tiers typically add a 5–12% uplift on monthly service fees or a fixed monthly supplement depending on environment size and commitment. Yes, we provide a dedicated Technical Account Manager (TAM) and named Cloud Support Engineer in Priority and Enterprise tiers at additional cost for strategic guidance, architecture reviews, and hands-on technical support. All levels are delivered by our highly motivated, secure, and knowledgeable team across managed private, public, and hybrid cloud environments.
• AI chatbot: No

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Major OEMs

Staff security

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

Pricing

• Discount for educational organisations: Yes

Architecture roles

Business architect

Role level	UK Rate	Offshore Rate
Trainee business architect	£770.12	£1,000.19
Associate business architect	£954.72	£1,200.88
Business architect	£1,454.99	£1,754.99
Lead business architect	£1,560.00	£1,890.00

Data architect

Role level	UK Rate	Offshore Rate
Data architect	£1,560.00	£1,800.00
Senior data architect	£1,560.00	£1,800.00
Chief data architect	£1,560.00	£1,800.00

Enterprise architect

Role level	UK Rate	Offshore Rate
Enterprise architect	£1,454.99	£1,605.10
Senior enterprise architect	£1,560.00	£1,865.18
Lead enterprise architect	£1,560.00	£1,865.18
Principal enterprise architect	£1,560.00	£1,865.18

Network architect

Role level	UK Rate	Offshore Rate
Associate network architect	£750.00	£900.00
Network architect	£1,454.99	£1,605.10
Lead network architect	£1,560.00	£1,865.18

Security architect

Role level	UK Rate	Offshore Rate
Security architect	£1,454.99	£1,605.10
Lead security architect	£1,560.00	£1,865.18
Principal security architect	£1,560.00	£1,865.18

Solution architect

Role level	UK Rate	Offshore Rate
Associate solution architect	£750.00	£900.00
Solution architect	£1,454.99	£1,605.10
Senior solution architect	£1,560.00	£1,865.18
Lead solution architect	£1,560.00	£1,865.18
Principal solution architect	£1,560.00	£1,865.18

Technical architect

Role level	UK Rate	Offshore Rate
Associate technical architect	£750.00	£900.00
Technical architect	£1,454.99	£1,605.10
Senior technical architect	£1,560.00	£1,865.18
Lead technical architect	£1,560.00	£1,865.18
Principal technical architect	£1,560.00	£1,865.18

IT operations roles

End user computing engineer

Role level	UK Rate	Offshore Rate
End user computing engineer	£1,454.99	£1,701.77
Senior end user computing engineer	£1,454.99	£1,701.77
Lead end user computing engineer	£1,560.00	£1,771.00

Product and delivery roles

Delivery manager

Role level	UK Rate	Offshore Rate
Associate delivery manager	£748.98	£987.33
Delivery manager	£901.88	£1,139.66
Senior delivery manager	£1,092.14	£1,250.00
Head of (Agile) delivery management	£1,300.00	£1,600.00

Software development roles

Development operations (DevOps) engineer

Role level	UK Rate	Offshore Rate
Apprentice DevOps engineer	£770.12	£990.98
Junior DevOps engineer	£954.72	£1,000.05
DevOps engineer	£1,201.98	£1,570.89
Senior DevOps engineer	£1,560.00	£1,980.76

Software developer

Role level	UK Rate	Offshore Rate
Apprentice developer	£748.18	£950.00
Junior developer	£815.18	£990.08
Developer	£1,454.99	£1,780.95
Senior developer	£1,560.00	£1,980.76
Senior developer - management	£1,560.00	£1,980.76
Lead developer	£1,560.00	£1,980.76

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Perry Johnson Registrars INC
• ISO/IEC 27001 accreditation date: Friday 13 December 2024
• What the ISO/IEC 27001 doesn’t cover: Our ISO/IEC 27001 certification applies only to the information security management system (ISMS) and the specific services, systems, locations, and processes defined within the certification scope.; ; The certification does not cover customer-managed applications, operating systems, or data hosted within customer environments, where responsibility for configuration, access control, and security management remains with the customer under a shared responsibility model.; ; Third-party services and infrastructure that are not under our direct operational control, including customer-procured software, public cloud services contracted directly by the customer, telecommunications providers, and external identity providers, are also outside the scope of the certification.; ; In addition, customer premises, end-user devices, and personal or home networks are not covered unless explicitly stated within the ISO/IEC 27001 scope.; ; Any systems, services, or legal entities not explicitly included in the published ISO/IEC 27001 scope statement are excluded from certification coverage.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: Perry Johnson Registrars INC
• ISO 9001 accreditation date: Friday 29 December 2023
• What the ISO 9001 doesn’t cover: Our ISO 9001 certification applies only to the quality management system (QMS) and the specific services, processes, locations, and activities defined within the certification scope.; ; The certification does not extend to customer-owned or customer-managed systems, applications, or processes that sit outside our direct control or responsibility.; ; Third-party products and services supplied directly by external vendors or contracted by the customer, including software, connectivity services, and equipment not provided or managed by us, are outside the scope of the certification.; ; Activities performed at customer premises or on customer-owned infrastructure are not covered unless explicitly included within the ISO 9001 scope statement.; ; In addition, any business units, legal entities, services, or locations not explicitly listed in the published ISO 9001 certification scope are excluded from coverage.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 46CE9863-70BD-47F7-88AE-2A4AE9DDD3E4
• Other security certifications: No

Social value

• 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
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • 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

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

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  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

  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
• 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
• 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

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

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

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of issues relating to entering the contract workforce
• 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

• 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 sterlinguk@sterling.com. Tell them what format you need. It will help if you say what assistive technology you use.