TALK THINK DO LIMITED
Mission-Critical Application Support
Mission-critical application support for live Microsoft Azure systems. We provide proactive monitoring, incident management, and routine maintenance for cloud-native applications. Delivered by Microsoft-certified engineers, the service ensures high availability, security, and reliability for public sector and regulated digital services operating in production.
Features
- Third-line application support for live Microsoft Azure systems
- Proactive monitoring for availability, performance, and security
- Incident management with defined SLAs and escalation paths
- Support for cloud-native and containerised applications
- Microsoft-certified frontend and backend engineers
- Structured onboarding and service transition process
- In-hours, extended hours, and 24/7 support options
- Routine maintenance and dependency patching
- Quarterly service reviews and operational reporting
- Support for Talk Think Do or third-party applications
Benefits
- Reduced downtime for business-critical digital services
- Faster incident resolution by experienced delivery engineers
- Predictable support costs with clear ticket caps
- Improved system reliability through proactive maintenance
- Lower operational risk for public sector services
- Continuity from build to live support
- Confidence in security and compliance controls
- Scalable support as service demand grows
- Clear accountability with named support contacts
- Stable, supported platforms for users and stakeholders
Pricing
- Education pricing available
Service documents
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Framework
G-Cloud 15
Service ID
2 0 2 1 1 0 2 8 0 4 1 1 9 4 4
Contact
TALK THINK DO LIMITED
Matt Hammond
Telephone: 07477002302
Email: bids@talkthinkdo.com
About your service
- Service categories
-
Cloud Support Services
Ongoing Support
- Product support capabilities
- Logging and management of incidents
- Reporting and proactive results analysis
- Other
Service scope
- Service constraints
- This service is delivered remotely and does not include on-site support. Support requires appropriate access to environments, monitoring tools, and documentation. Incident management is constrained by the agreed support hours, ticket caps, and service levels defined in the Order Form. The service covers operational support and routine maintenance only; significant enhancements, new features, or architectural changes are delivered under separate discovery or delivery services. Buyer engagement is required for onboarding, approvals, and service reviews. Dependencies on third-party systems or suppliers may affect resolution times.
User support
- Email or online ticketing support
- Yes
- Support response times
- We respond to support requests in line with the service levels agreed in the Order Form. During UK business hours (Monday to Friday, excluding public holidays), initial responses are typically provided within the defined SLA for the incident priority. Where extended hours or 24/7 support is included, response times for priority incidents also apply at weekends and outside business hours. For services without out-of-hours cover, requests raised at weekends are acknowledged on the next business day. Response and resolution targets vary by incident severity and are clearly defined during onboarding.
- 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 tiered support levels based on application criticality, usage patterns, and required service hours.
Core support includes in-hours incident management (Monday to Friday, UK business hours), proactive monitoring, routine maintenance, and service reporting. This level is suitable for stable, production systems with predictable demand.
Enhanced support adds higher monthly ticket caps and increased engineering capacity to support higher-volume or more complex services.
Extended hours and 24/7 support is available as an optional enhancement for priority incidents (P1/P2), providing coverage outside business hours, including evenings, weekends, and public holidays.
Pricing varies by support level and is determined by the selected ticket cap, coverage hours, and optional enhancements. Costs are package-based, transparent, and invoiced quarterly in advance, as defined in the Pricing Document and Order Form.
Each service includes a named Delivery Manager, who acts as the primary point of contact and is responsible for service governance, reporting, and escalation. Incident response and resolution are delivered by Microsoft-certified frontend and backend engineers who provide third-line application support. We do not provide first-line call-centre support.
Support levels and costs are agreed during onboarding and reviewed regularly to ensure continued value and alignment with operational needs.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Security Clearance (SC)
Pricing
- Discount for educational organisations
- Yes
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Principal solution architect | £1,044.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Principal technical architect | £1,044.00 |
Chief digital and data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief technology officer | £1,044.00 |
IT operations roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Change and release analyst | £620.00 | |
| Change and release manager | £744.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Incident manager | £744.00 | |
| Major incident manager | £744.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Infrastructure engineer | £744.00 | |
| Senior infrastructure engineer | £744.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service desk manager | £744.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Business analyst | £620.00 | |
| Senior business analyst | £744.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Delivery manager | £744.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £893.00 |
Quality assurance testing (QAT) roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Test engineer | £620.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Test manager | £744.00 |
Software development roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| DevOps engineer | £744.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Frontend developer | £620.00 | |
| Senior frontend developer | £744.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Developer | £620.00 | |
| Senior developer | £744.00 |
User-centred design roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Senior graphic designer | £517.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- British Assessment Bureau (UKAS)
- ISO/IEC 27001 accreditation date
- Monday 11 August 2025
- What the ISO/IEC 27001 doesn’t cover
- N/A
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- No
- Quality management systems (QMS)
- Yes
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- 4b7e48df-0177-44fe-a1dd-017ba5e6852e
- Cyber essentials plus
- Yes
- Please provide your Cyber Essentials Plus Certificate Number
- 8a6ab9c8-c2ec-479c-9810-b9c545d8e075
- 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
- 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
- Plans to engage the contract workforce in deciding the most important workplace issues to address
- Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
- Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
- Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
- 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
- Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
- Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
- Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
- Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
-
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.
- 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
- Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
-
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
- Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
- Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
-
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
-
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
- Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
- Working conditions which promote an inclusive working environment and promote retention and progression
- 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
-
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.
- Understanding of issues relating to entering the contract workforce
-
Service documents
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 bids@talkthinkdo.com.
Tell them what format you need. It will help if you say what assistive technology you use.