FLUIDONE LIMITED
Managed Services
Managed Support Service provides ongoing management, monitoring, incident resolution, change management and optimisation of public sector cloud environments. Delivered to agreed SLAs with regular reporting, governance and continual service improvement, it ensures secure, reliable and cost-effective use of cloud services while enhancing performance and reducing operational risks.
Features
- 24/7 Monitoring and Alerting
- Tiered incident management with rapid response SLAs
- Root cause analysis and problem management
- Controlled change and release processes
- Performance optimisation and capacity planning
- Cost management with usage reviews and right-sizing
- Custom dashboards and KPI reporting
- Proactive patching and configuration management
- Regular service reviews and improvement planning
Benefits
- Ensures instant issue detection, maximising uptime.
- Minimises downtime through fast, prioritised resolutions.
- Prevents recurring issues, enhancing long-term stability.
- Reduces deployment risks, ensuring smooth IT transitions.
- Improves efficiency, avoiding costly over-provisioning.
- Lowers expenses by eliminating wasteful resource use.
- Provides clear visibility into service performance.
- Keeps systems secure and up-to-date automatically.
- Drives continuous enhancement of service quality.
Pricing
- Education pricing available
Service documents
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Framework
G-Cloud 15
Service ID
4 7 8 4 3 6 5 0 8 6 6 6 8 4 0
Contact
FLUIDONE LIMITED
Will Lugg
Telephone: 02070996892
Email: contact@fluidone.com
About your service
- Service categories
-
Cloud Support Services
Ongoing Support
- Product support capabilities
- Logging and management of incidents
- Reporting and proactive results analysis
- Dispatch of service technicians and/or parts
Service scope
- Service constraints
- Our managed service is designed to be highly flexible, but there are some constraints buyers should be aware of. Service delivery is governed by agreed SLAs, defined support hours, and a standard change control process. Certain activities fall outside core BAU scope, such as major projects, bespoke development, and unsupported or end‑of‑life technologies; these are handled via separate statements of work. We also depend on appropriate connectivity, access, and vendor cooperation to meet resolution targets. Any client-specific limitations, such as legacy systems or unusual compliance requirements, are discussed and documented during onboarding to ensure clear expectations.
User support
- Email or online ticketing support
- Yes
- Support response times
- Incident SLA: All incidents receive a 30‑minute response time during standard business hours. P1 – Critical outage or full service loss, target resolution 4h. P2 – High impact or major degradation, resolution 6h. P3 – Medium impact or single user issue, resolution 12h. P4 – Low impact, minor fault, or general service request, resolution 16h. All response and resolution times apply Monday to Friday, 08:00–18:00, excluding bank holidays. Weekend and out‑of‑hours support can be provided and quoted on request. This SLA ensures prompt, consistent handling of all incidents in line with business needs.
- 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
- 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
-
Halo ITSM has conducted comprehensive web chat testing with assistive technology users to ensure full accessibility compliance.
Testing encompassed compatibility with screen readers like NVDA and JAWS, verifying that messages, notifications, and controls are properly announced. Keyboard-only navigation was thoroughly evaluated for seamless interaction without mouse dependency.
Assessments aligned with WCAG 2.1 AA standards, including ARIA labelling, focus indicators, and high-contrast mode validation. Simulated sessions with users having visual and motor impairments provided actionable feedback, leading to refinements like enhanced timestamps and focus states.
These efforts confirm Halo ITSM's web chat delivers an inclusive experience, with ongoing global validations supporting live usability for all users. - Support levels
-
FluidOne provides multi‑tiered managed IT support covering end‑user services, infrastructure, cloud environments, networks and proactive maintenance. Support is delivered through a structured Service Desk (Levels 1–3), an Operations Team for engineer coordination, and a Consultancy Team for specialist cloud and infrastructure expertise. Onsite support is available for incidents, deployments, workshops and end‑user enablement.
Core support is priced per service element. Monthly charges include: £20 per user for End User Support, £100 per physical server, £75 per cloud instance, £50 per virtual server, and £50 per network device. Proactive services include Patch Management (£5–£8 per device) and Endpoint Security (£3–£8 per device), with optional services (backup, vulnerability management, extended hours, onsite escalation) scoped individually. Dedicated engineering days for onboarding, transition or projects are £950 per day.
FluidOne also assigns a Service Delivery Manager who acts as the Technical Account Manager—owning SLAs, monthly reporting, service reviews, escalations and stakeholder engagement. This role ensures operational alignment and continuous service improvement.
Specialist cloud support engineers are included via the Consultancy Team for Azure, infrastructure and security‑aligned requirements - AI chatbot
- Yes
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Microsoft
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Developed Vetting (DV)
Pricing
- Discount for educational organisations
- Yes
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee business architect | £350.00 | |
| Associate business architect | £750.00 | |
| Business architect | £1,050.00 | |
| Lead business architect | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data architect | £900.00 | |
| Senior data architect | £1,050.00 | |
| Chief data architect | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Enterprise architect | £900.00 | |
| Senior enterprise architect | £1,050.00 | |
| Lead enterprise architect | £1,500.00 | |
| Principal enterprise architect | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate network architect | £750.00 | |
| Network architect | £1,050.00 | |
| Lead network architect | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Security architect | £1,050.00 | |
| Lead security architect | £1,500.00 | |
| Principal security architect | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate solution architect | £750.00 | |
| Solution architect | £900.00 | |
| Senior solution architect | £1,050.00 | |
| Lead solution architect | £1,500.00 | |
| Principal solution architect | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate technical architect | £900.00 | |
| Technical architect | £1,050.00 | |
| Senior technical architect | £1,500.00 | |
| Lead technical architect | £1,500.00 | |
| Principal technical architect | £1,500.00 |
Chief digital and data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief data officer | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief information security officer | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief technology officer | £1,500.00 |
Cyber security roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Lead cyber security audit and assurance | £1,050.00 | |
| Principal cyber security audit and assurance | £1,150.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security governance and risk manager | £950.00 | |
| Lead cyber security governance and risk manager | £1,050.00 | |
| Principal cyber security governance and risk manager | £1,150.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security monitoring | £750.00 | |
| Lead cyber security monitoring | £950.00 | |
| Principal cyber security monitoring | £950.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber incident response | £900.00 | |
| Lead cyber security incident response | £1,100.00 | |
| Principal cyber security incident response | £1,400.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security vulnerability management | £750.00 | |
| Lead cyber security vulnerability management | £950.00 | |
| Principal cyber security vulnerability management | £950.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security digital forensics | £950.00 | |
| Lead cyber security digital forensics | £1,100.00 | |
| Principal cyber security digital forensics | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security testing | £950.00 | |
| Lead cyber security penetration testing | £1,000.00 | |
| Principal cyber security testing | £1,100.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security secure systems architecture and design | £950.00 | |
| Lead cyber security secure systems architecture and design | £1,100.00 | |
| Principal cyber security secure systems architecture and design | £1,200.00 |
Data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee analytics engineer | £750.00 | |
| Analytics engineer | £900.00 | |
| Senior analytics engineer | £1,050.00 | |
| Lead analytics engineer | £1,500.00 | |
| Head of analytics engineering | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate analyst | £1,100.00 | |
| Data analyst | £1,250.00 | |
| Senior data analyst | £1,250.00 | |
| Principal data analyst | £1,250.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data engineer | £1,100.00 | |
| Senior data engineer | £1,250.00 | |
| Lead data engineer | £1,250.00 | |
| Head of data engineering | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data ethics lead | £1,250.00 | |
| Head of data ethics | £1,250.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data governance manager | £800.00 | |
| Lead data governance manager | £1,050.00 | |
| Head of data governance | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee data scientist | £1,050.00 | |
| Associate data scientist | £1,250.00 | |
| Data scientist | £1,450.00 | |
| Principal data scientist | £1,450.00 | |
| Lead data scientist | £1,450.00 | |
| Head of data science | £1,450.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Senior machine learning engineer | £1,500.00 | |
| Lead machine learning engineer | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate performance analyst | £1,100.00 | |
| Performance analyst | £1,250.00 | |
| Senior performance analyst | £1,250.00 | |
| Lead performance analyst | £1,250.00 | |
| Head of performance analysis | £1,250.00 |
IT operations roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate application operations engineer | £350.00 | |
| Application operations engineer | £750.00 | |
| Senior application operations engineer | £900.00 | |
| Lead application operations engineer | £1,050.00 | |
| Principal application operations engineer | £1,050.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Business relationship manager | £750.00 | |
| Senior business relationship manager | £900.00 | |
| Lead business relationship manager | £1,050.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Configuration analyst | £750.00 | |
| Change and release analyst | £750.00 | |
| Change and release manager | £900.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Operations analyst | £750.00 | |
| Senior operations analyst | £900.00 | |
| Operational control manager | £1,050.00 | |
| Head of command and control | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate end user computing engineer | £350.00 | |
| End user computing engineer | £750.00 | |
| Senior end user computing engineer | £900.00 | |
| Lead end user computing engineer | £1,050.00 | |
| Principal end user computing engineer | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| IT service analyst | £500.00 | |
| IT service manager | £750.00 | |
| Senior IT service manager | £900.00 | |
| Head of IT service management | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Incident manager | £750.00 | |
| Major incident manager | £750.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate infrastructure engineer | £350.00 | |
| Infrastructure engineer | £750.00 | |
| Senior infrastructure engineer | £900.00 | |
| Lead infrastructure engineer | £1,050.00 | |
| Principal infrastructure engineer | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate infrastructure operations engineer | £350.00 | |
| Infrastructure operations engineer | £750.00 | |
| Senior infrastructure operations engineer | £900.00 | |
| Lead infrastructure operations engineer | £1,050.00 | |
| Principal infrastructure operations engineer | £1,500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Problem analyst | £500.00 | |
| Problem manager | £750.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service desk analyst | £500.00 | |
| Senior service desk analyst | £750.00 | |
| Service desk manager | £900.00 | |
| Head of service desk | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service acceptance analyst | £500.00 | |
| Service readiness analyst | £500.00 | |
| Service transition manager | £750.00 | |
| Lead service transition manager | £1,200.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee business analyst | £350.00 | |
| Junior business analyst | £500.00 | |
| Business analyst | £750.00 | |
| Senior business analyst | £900.00 | |
| Lead business analyst | £1,050.00 | |
| Head of business analysis | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate delivery manager | £500.00 | |
| Delivery manager | £750.00 | |
| Senior delivery manager | £900.00 | |
| Head of (Agile) delivery management | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £900.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service owner | £1,500.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Alcumus ISOQAR
- ISO/IEC 27001 accreditation date
- Monday 24 February 2025
- What the ISO/IEC 27001 doesn’t cover
- Accreditation does not cover services outside FluidOne Limited. This accreditation covers all services within FluidOne Limited.
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- Yes
- Who accredited the ISO 9001 certification
- Alcumus ISOQAR
- ISO 9001 accreditation date
- Monday 24 February 2025
- What the ISO 9001 doesn’t cover
- Accreditation does not cover services outside FluidOne Limited. This accreditation covers all services within FluidOne Limited.
- Quality management systems (QMS)
- Yes
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- A29da71f-7ecd-4b02-acd4-d13c74a98ce1
- Cyber essentials plus
- No
- Cyber Essentials Alternative
- None of the criteria
- 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
- New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
- 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
- Ensuring new workers are informed of their right to join a trade union
- Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
- 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
- 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
- Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
- Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
- Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
- 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
- Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
- 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
- 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
- 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
- Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
- 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
- How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
- How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
- Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating 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 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
-
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
-
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
- Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
- Delivery of additional environmental benefits through 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
- Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
- 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)
- 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
-
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 contact@fluidone.com.
Tell them what format you need. It will help if you say what assistive technology you use.