STIONA SOFTWARE LIMITED
Stiona Managed Service
Stiona Managed Service provides ongoing cloud support for Stiona-hosted SaaS services and their underlying cloud infrastructure. The service covers application, platform and infrastructure operations, monitoring, incident and problem management, security and accessibility assurance, routine maintenance, backup and recovery, and service governance. Optional enhanced support and extended service hours are available.
Features
- Ongoing operational support for Stiona-hosted cloud services
- Incident, problem and request management with defined escalation
- Continuous service monitoring and automated alerting
- Application, platform and cloud infrastructure support
- Routine maintenance, patching and service updates
- Backup, restore and disaster recovery operations
- Support for annual external security penetration testing and remediation
- Support for annual accessibility testing and remediation
- Service reporting covering availability, incidents and trends
- Governance aligned to ISO-certified management systems
Benefits
- Reliable and predictable operation of cloud-hosted services
- Single point of contact for service support and issues
- Faster incident resolution and reduced service disruption
- Improved security posture through regular assurance testing
- Ongoing accessibility compliance and risk reduction
- Reduced operational burden on internal teams
- Clear visibility of service performance and trends
- Proactive issue identification before user impact
- Controlled change and remediation aligned to service levels
- Confidence in compliance with public sector expectations
Pricing
Service documents
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Framework
G-Cloud 15
Service ID
2 0 8 2 5 8 2 2 0 6 7 7 9 2 1
Contact
STIONA SOFTWARE LIMITED
Jason Malone
Telephone: 0044 7796174337
Email: sales@stiona.com
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
- The Stiona Managed Service supports Stiona-hosted SaaS services and the underlying cloud infrastructure on which they operate. Service availability and performance are dependent on the underlying cloud platform and third-party services, including Microsoft Azure and associated networking and identity services. Planned maintenance is required to apply updates, patches and improvements and is communicated in advance where possible. Emergency maintenance may be required for security or stability reasons. Standard support hours apply unless enhanced support is purchased. The service does not cover customer-owned environments, devices, networks or third-party systems outside the Stiona-managed scope.
User support
- Email or online ticketing support
- Yes
- Support response times
- For standard support, Stiona responds to service-related questions and incidents during business hours (08:00–18:00, Monday to Friday). Requests are logged, prioritised and acknowledged in line with defined service level agreements, with response times ranging from 30 minutes to four hours depending on priority. Resolution times vary by severity and may include full resolution or agreed workarounds. Enhanced and out-of-hours support options are available at additional cost, providing extended coverage and faster response times in line with the agreed support package.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.2 AA
- Phone support
- No
- Web chat support
- No
- Support levels
-
Stiona Managed Service provides two support levels: Standard and Enhanced Support, allowing buyers to select the level of operational support that meets their needs.
Standard Support is included within the managed service charge and is available from 08:00 to 18:00, Monday to Friday, excluding Northern Ireland bank and public holidays. This includes access to the Stiona Service Desk, email and ticket-based support, incident/problem management, routine monitoring, platform and infrastructure maintenance, security and accessibility assurance activities, and access to user guidance and knowledge base materials. Incidents are prioritised and handled in line with defined service level agreements, with response and resolution times varying by severity.
Enhanced Support is available at additional cost and provides extended or 24/7 support coverage, including phone and email access, faster response and resolution SLAs, and priority handling of incidents and service requests. Enhanced Support is designed for services requiring higher availability, out-of-hours coverage, or increased operational assurance. Depending on the agreed support package, customers may also be provided with access to a dedicated Technical Account Manager or Cloud Support Engineer to support service oversight and escalation.
Pricing for Enhanced Support is agreed per contract and may be structured as a fixed uplift or agreed service packages.
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
- No
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee business architect | £500.00 | |
| Associate business architect | £600.00 | |
| Business architect | £700.00 | |
| Lead business architect | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data architect | £700.00 | |
| Senior data architect | £800.00 | |
| Chief data architect | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Enterprise architect | £600.00 | |
| Senior enterprise architect | £700.00 | |
| Lead enterprise architect | £800.00 | |
| Principal enterprise architect | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Security architect | £600.00 | |
| Lead security architect | £800.00 | |
| Principal security architect | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate solution architect | £500.00 | |
| Solution architect | £600.00 | |
| Senior solution architect | £700.00 | |
| Lead solution architect | £800.00 | |
| Principal solution architect | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate technical architect | £600.00 | |
| Technical architect | £700.00 | |
| Senior technical architect | £700.00 | |
| Lead technical architect | £800.00 | |
| Principal technical architect | £800.00 |
Chief digital and data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief data officer | £950.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief information security officer | £950.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief technology officer | £950.00 |
Cyber security roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Principal cyber security audit and assurance | £950.00 |
Data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate analyst | £500.00 | |
| Data analyst | £600.00 | |
| Senior data analyst | £700.00 | |
| Principal data analyst | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data engineer | £600.00 | |
| Senior data engineer | £700.00 | |
| Lead data engineer | £700.00 | |
| Head of data engineering | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data governance manager | £700.00 | |
| Lead data governance manager | £700.00 | |
| Head of data governance | £800.00 |
IT operations roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate application operations engineer | £400.00 | |
| Application operations engineer | £500.00 | |
| Senior application operations engineer | £600.00 | |
| Lead application operations engineer | £700.00 | |
| Principal application operations engineer | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Business relationship manager | £500.00 | |
| Senior business relationship manager | £600.00 | |
| Lead business relationship manager | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Configuration analyst | £400.00 | |
| Change and release analyst | £500.00 | |
| Change and release manager | £600.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate end user computing engineer | £400.00 | |
| End user computing engineer | £500.00 | |
| Senior end user computing engineer | £600.00 | |
| Lead end user computing engineer | £700.00 | |
| Principal end user computing engineer | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| IT service analyst | £500.00 | |
| IT service manager | £600.00 | |
| Senior IT service manager | £700.00 | |
| Head of IT service management | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Incident manager | £500.00 | |
| Major incident manager | £700.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service desk analyst | £400.00 | |
| Senior service desk analyst | £500.00 | |
| Service desk manager | £600.00 | |
| Head of service desk | £700.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service acceptance analyst | £400.00 | |
| Service readiness analyst | £500.00 | |
| Service transition manager | £600.00 | |
| Lead service transition manager | £800.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee business analyst | £400.00 | |
| Junior business analyst | £500.00 | |
| Business analyst | £600.00 | |
| Senior business analyst | £700.00 | |
| Lead business analyst | £800.00 | |
| Head of business analysis | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate delivery manager | £500.00 | |
| Delivery manager | £600.00 | |
| Senior delivery manager | £700.00 | |
| Head of (Agile) delivery management | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Digital portfolio analyst | £600.00 | |
| Digital portfolio manager | £600.00 | |
| Senior digital portfolio manager | £700.00 | |
| Head of portfolio | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate product manager | £500.00 | |
| Product manager | £600.00 | |
| Senior product manager | £700.00 | |
| Lead product manager | £800.00 | |
| Head of product | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service owner | £800.00 |
Quality assurance testing (QAT) roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Tester (QAT) | £400.00 | |
| QAT analyst | £500.00 | |
| Senior QAT analyst | £700.00 | |
| Lead QAT analyst | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Tester (test engineer) | £400.00 | |
| Test engineer | £500.00 | |
| Senior test engineer | £600.00 | |
| Lead test engineer | £700.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Test manager | £700.00 | |
| Head of test | £800.00 |
Software development roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Apprentice DevOps engineer | £400.00 | |
| Junior DevOps engineer | £500.00 | |
| DevOps engineer | £600.00 | |
| Senior DevOps engineer | £700.00 | |
| Senior DevOps engineer - management | £700.00 | |
| Lead DevOps engineer | £800.00 | |
| Lead DevOps engineer - management | £800.00 | |
| Principal DevOps engineer | £800.00 | |
| Principal DevOps engineer - management | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Apprentice frontend developer | £400.00 | |
| Junior frontend developer | £500.00 | |
| Frontend developer | £600.00 | |
| Senior frontend developer | £700.00 | |
| Lead frontend developer | £800.00 | |
| Head of frontend development | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Apprentice developer | £400.00 | |
| Junior developer | £500.00 | |
| Developer | £600.00 | |
| Senior developer | £700.00 | |
| Senior developer - management | £700.00 | |
| Lead developer | £700.00 | |
| Lead developer - management | £700.00 | |
| Principal developer | £800.00 | |
| Principal developer - management | £800.00 |
User-centred design roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Junior accessibility specialist | £400.00 | |
| Accessibility specialist | £600.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate service designer | £400.00 | |
| Junior service designer | £500.00 | |
| Service designer | £600.00 | |
| Senior service designer | £700.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate user researcher | £400.00 | |
| Junior user researcher | £500.00 | |
| User researcher | £600.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- NQA
- ISO/IEC 27001 accreditation date
- Thursday 19 June 2025
- What the ISO/IEC 27001 doesn’t cover
- Stiona’s ISO/IEC 27001 certification covers the design, development, hosting and support of the Stiona Digital Transformation Platform, which provides the common core infrastructure, security controls and operational processes used to deliver the Stiona Managed Service. This includes the information security management system governing platform operations, service monitoring, incident and problem management, access control, data handling, resilience measures and assurance activities. All services within scope operate within Microsoft Azure UK regions, supported by ISO/IEC 27001-certified underlying infrastructure, with Stiona applying additional layered security, governance and operational controls. Managed Services delivered for Stiona-hosted services inherit these platform-level security controls. The certification does not cover customer-owned devices, networks, systems or environments outside the Stiona-managed platform; customer-managed identity providers, access policies or administrative configurations; third-party systems or integrations outside Stiona’s operational control unless independently certified; customer-specific business processes or operational procedures outside the managed service scope; or Managed Services delivered for services deployed into customer-owned cloud subscriptions unless explicitly included through a separately agreed scope extension. This statement reflects the defined ISO/IEC 27001 scope and Statement of Applicability version 2.2.0 dated 12/05/2025.
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- Yes
- Who accredited the ISO 9001 certification
- NQA
- ISO 9001 accreditation date
- Monday 8 December 2025
- What the ISO 9001 doesn’t cover
- Stiona’s ISO 9001 certification covers the design, development, hosting and support of the Stiona Digital Transformation Platform and the associated managed service processes used to operate and support Stiona-hosted services. This includes quality management controls relating to service delivery, operational support, incident and problem management, change control, assurance activities and continual service improvement within the Stiona Managed Service. The certification does not extend to customer-specific operational processes, organisational policies or internal procedures implemented by customers when consuming managed services. Responsibility for how customers operate their own business processes, manage users, define internal workflows, or govern service usage remains with the customer. The ISO 9001 certification also does not cover third-party services, integrations or external systems that customers may rely on, including identity providers, external applications or data sources not operated by Stiona. Quality management for those external components sits outside the scope of Stiona’s certification. In addition, the certification does not cover bespoke professional services, consultancy, or optional additional services delivered outside the standard managed service scope, which are governed by separate agreements and delivery controls. Customers remain responsible for ensuring their own compliance with applicable laws, policies and organisational requirements.
- Quality management systems (QMS)
- Yes
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- 2de34373-dcc6-4d1a-9e8c-34dca505158d
- Cyber essentials plus
- Yes
- Please provide your Cyber Essentials Plus Certificate Number
- 4b695eb6-5888-4775-b3cf-ed2c49818143
- 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 apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
- Plans to engage the contract workforce in deciding the most important workplace issues to address
- Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
- 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
- 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.
- Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
- Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract
-
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
- 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
- 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
-
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
- Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
- 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 the issues affecting the development of new skills by target cohort
- 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 sales@stiona.com.
Tell them what format you need. It will help if you say what assistive technology you use.