KERV DIGITAL LIMITED
Digital End User Support (B2B)
Digital End User Support (B2B) provides responsive, multi‑channel assistance for business users relying on digital tools, cloud services, and enterprise applications. Covering incidents, service requests, access management, onboarding, and daily support, it ensures users stay productive and able to meet commercial commitments through reliable, secure, and efficient digital experiences.
Features
- Multi‑channel service desk support for business users and teams.
- Incident resolution and service request handling for digital services.
- User onboarding, offboarding, and access management workflows.
- Support for Microsoft 365, collaboration tools, and cloud applications.
- Troubleshooting for devices, connectivity, and user‑level issues.
- Knowledge base and self‑service guidance for common tasks.
- SLA‑driven response and resolution for business‑critical incidents.
- Usage reporting and insights to improve user experience.
- Proactive communication during incidents, outages, and planned maintenance.
- Support for B2B customer‑facing teams delivering digital services.
Benefits
- Improves user productivity through fast, reliable support services.
- Reduces downtime with rapid incident response and resolution.
- Enhances customer service by supporting frontline B2B teams.
- Strengthens security with structured access and identity management.
- Simplifies operations through clear, consistent service request handling.
- Reduces internal workload by offloading day‑to‑day support tasks.
- Improves user satisfaction with multi‑channel support options.
- Increases efficiency through self‑service knowledge and guidance.
- Supports business continuity with proactive communication.
- Enables scalable growth with flexible, enterprise‑grade support capacity.
Pricing
- Education pricing available
Service documents
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Framework
G-Cloud 15
Service ID
5 7 5 9 6 2 2 2 9 6 5 0 6 8 1
Contact
KERV DIGITAL LIMITED
Saad Khattak
Telephone: 01212815309
Email: frameworks@kerv.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
- End user training coordination
Service scope
- Service constraints
- Service delivery requires appropriate access to customer systems, service desk tooling, and identity platforms to support end‑user operations. Some legacy applications, bespoke workflows, or unsupported devices may require additional assessment before onboarding. Most support is delivered remotely, with on‑site services available by agreement. Response and resolution times depend on agreed SLAs and customer approval processes. Any constraints, access requirements, or third‑party dependencies will be confirmed during onboarding to ensure clear responsibilities and smooth service delivery.
User support
- Email or online ticketing support
- Yes
- Support response times
-
P1: Critical - Response time: 2 hours
P2: Major - Response time: 4 hours
P3: Important - Response time: 8 hours
P4: Minor - Response time: Varies on request. - User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.2 AA
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
- We offer predefined support packages incidents as follows: (9am – 5pm), core+ (8am – 6pm), extended (6am – 10pm) with 24/7 (10am – 6am) available. support packages for core business hours (9am – 5pm). Incidents are classified as P1 (Production System Down), P2 (Production System Impaired), P3 (System Impaired), P4 (General Guidance & Requests) with associated SLAs for response times. Response times are as follows: P1: 1 Hour Response, P2: 2 Hour Response, P3: 4 Hour Response, P4: 2 Day Response. Support for defect repair is available as a bolt on service. Support is provided directly via a team of dedicated DevOps engineer
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Microsoft
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Security Clearance (SC)
Pricing
- Discount for educational organisations
- Yes
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee business architect | £400.00 | £267.00 |
| Associate business architect | £450.00 | £300.00 |
| Business architect | £650.00 | £433.00 |
| Lead business architect | £1,250.00 | £833.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data architect | £800.00 | £533.00 |
| Senior data architect | £1,200.00 | £800.00 |
| Chief data architect | £1,650.00 | £1,100.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Enterprise architect | £900.00 | £600.00 |
| Senior enterprise architect | £1,200.00 | £800.00 |
| Lead enterprise architect | £1,400.00 | £933.00 |
| Principal enterprise architect | £1,650.00 | £1,100.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate network architect | £450.00 | £300.00 |
| Network architect | £1,000.00 | £667.00 |
| Lead network architect | £1,400.00 | £966.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Security architect | £900.00 | £600.00 |
| Lead security architect | £1,200.00 | £800.00 |
| Principal security architect | £1,400.00 | £933.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate solution architect | £800.00 | £533.00 |
| Solution architect | £900.00 | £600.00 |
| Senior solution architect | £1,200.00 | £800.00 |
| Lead solution architect | £1,400.00 | £933.00 |
| Principal solution architect | £1,650.00 | £1,100.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate technical architect | £450.00 | £300.00 |
| Technical architect | £750.00 | £500.00 |
| Senior technical architect | £900.00 | £600.00 |
| Lead technical architect | £1,000.00 | £667.00 |
| Principal technical architect | £1,400.00 | £933.00 |
Chief digital and data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief data officer | £1,800.00 | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief information security officer | £1,800.00 | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief technology officer | £1,800.00 | £1,200.00 |
Cyber security roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Lead cyber security audit and assurance | £1,400.00 | £933.00 |
| Principal cyber security audit and assurance | £1,650.00 | £1,100.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security governance and risk manager | £800.00 | £533.00 |
| Lead cyber security governance and risk manager | £900.00 | £600.00 |
| Principal cyber security governance and risk manager | £1,200.00 | £800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security monitoring | £450.00 | £300.00 |
| Lead cyber security monitoring | £900.00 | £600.00 |
| Principal cyber security monitoring | £1,000.00 | £667.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber incident response | £450.00 | £300.00 |
| Lead cyber security incident response | £900.00 | £600.00 |
| Principal cyber security incident response | £1,000.00 | £667.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security vulnerability management | £450.00 | £300.00 |
| Lead cyber security vulnerability management | £900.00 | £600.00 |
| Principal cyber security vulnerability management | £1,000.00 | £667.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security digital forensics | £900.00 | £600.00 |
| Lead cyber security digital forensics | £1,200.00 | £800.00 |
| Principal cyber security digital forensics | £1,400.00 | £933.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security testing | £900.00 | £667.00 |
| Lead cyber security penetration testing | £1,000.00 | £667.00 |
| Principal cyber security testing | £1,400.00 | £933.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security secure systems architecture and design | £900.00 | £600.00 |
| Lead cyber security secure systems architecture and design | £1,200.00 | £800.00 |
| Principal cyber security secure systems architecture and design | £1,400.00 | £933.00 |
Data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee analytics engineer | £500.00 | £333.00 |
| Analytics engineer | £900.00 | £600.00 |
| Senior analytics engineer | £1,200.00 | £800.00 |
| Lead analytics engineer | £1,400.00 | £933.00 |
| Head of analytics engineering | £1,650.00 | £1,100.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate analyst | £800.00 | £533.00 |
| Data analyst | £900.00 | £600.00 |
| Senior data analyst | £1,200.00 | £800.00 |
| Principal data analyst | £1,400.00 | £933.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data engineer | £800.00 | £533.00 |
| Senior data engineer | £900.00 | £600.00 |
| Lead data engineer | £1,200.00 | £800.00 |
| Head of data engineering | £1,400.00 | £933.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data ethics lead | £1,400.00 | £933.00 |
| Head of data ethics | £1,400.00 | £933.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data governance manager | £1,000.00 | £667.00 |
| Lead data governance manager | £1,400.00 | £933.00 |
| Head of data governance | £1,800.00 | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee data scientist | £500.00 | £333.00 |
| Associate data scientist | £800.00 | £533.00 |
| Data scientist | £900.00 | £600.00 |
| Principal data scientist | £1,200.00 | £800.00 |
| Lead data scientist | £1,400.00 | £933.00 |
| Head of data science | £1,650.00 | £1,100.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Senior machine learning engineer | £1,400.00 | £933.00 |
| Lead machine learning engineer | £1,650.00 | £1,100.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate performance analyst | £400.00 | £267.00 |
| Performance analyst | £450.00 | £300.00 |
| Senior performance analyst | £900.00 | £600.00 |
| Lead performance analyst | £1,000.00 | £667.00 |
| Head of performance analysis | £1,400.00 | £933.00 |
IT operations roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate application operations engineer | £450.00 | £300.00 |
| Application operations engineer | £650.00 | £433.00 |
| Senior application operations engineer | £800.00 | £533.00 |
| Lead application operations engineer | £900.00 | £600.00 |
| Principal application operations engineer | £1,250.00 | £833.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Business relationship manager | £650.00 | £433.00 |
| Senior business relationship manager | £800.00 | £533.00 |
| Lead business relationship manager | £900.00 | £600.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Configuration analyst | £450.00 | £300.00 |
| Change and release analyst | £650.00 | £433.00 |
| Change and release manager | £800.00 | £533.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Senior operations analyst | £800.00 | £533.00 |
| Operational control manager | £900.00 | £600.00 |
| Head of command and control | £1,400.00 | £933.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate end user computing engineer | £650.00 | £433.00 |
| End user computing engineer | £800.00 | £533.00 |
| Senior end user computing engineer | £900.00 | £600.00 |
| Lead end user computing engineer | £1,250.00 | £833.00 |
| Principal end user computing engineer | £1,800.00 | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| IT service analyst | £450.00 | £300.00 |
| IT service manager | £650.00 | £433.00 |
| Senior IT service manager | £800.00 | £533.00 |
| Head of IT service management | £1,250.00 | £833.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Incident manager | £1,250.00 | £833.00 |
| Major incident manager | £1,800.00 | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate infrastructure engineer | £450.00 | £300.00 |
| Infrastructure engineer | £650.00 | £433.00 |
| Senior infrastructure engineer | £800.00 | £533.00 |
| Lead infrastructure engineer | £900.00 | £600.00 |
| Principal infrastructure engineer | £1,250.00 | £833.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate infrastructure operations engineer | £450.00 | £300.00 |
| Infrastructure operations engineer | £650.00 | £433.00 |
| Senior infrastructure operations engineer | £800.00 | £533.00 |
| Lead infrastructure operations engineer | £900.00 | £600.00 |
| Principal infrastructure operations engineer | £1,250.00 | £833.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Problem analyst | £650.00 | £433.00 |
| Problem manager | £800.00 | £533.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service desk analyst | £450.00 | £300.00 |
| Senior service desk analyst | £650.00 | £433.00 |
| Service desk manager | £800.00 | £533.00 |
| Head of service desk | £900.00 | £600.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service acceptance analyst | £650.00 | £433.00 |
| Service readiness analyst | £650.00 | £433.00 |
| Service transition manager | £900.00 | £600.00 |
| Lead service transition manager | £1,250.00 | £833.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee business analyst | £400.00 | £267.00 |
| Junior business analyst | £450.00 | £300.00 |
| Business analyst | £800.00 | £533.00 |
| Senior business analyst | £900.00 | £600.00 |
| Lead business analyst | £1,250.00 | £833.00 |
| Head of business analysis | £1,800.00 | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate delivery manager | £400.00 | £267.00 |
| Delivery manager | £900.00 | £600.00 |
| Senior delivery manager | £1,000.00 | £667.00 |
| Head of (Agile) delivery management | £1,400.00 | £933.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Digital portfolio analyst | £900.00 | £600.00 |
| Digital portfolio manager | £1,000.00 | £667.00 |
| Senior digital portfolio manager | £1,400.00 | £933.00 |
| Head of portfolio | £1,800.00 | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate product manager | £400.00 | £267.00 |
| Product manager | £900.00 | £600.00 |
| Senior product manager | £1,000.00 | £667.00 |
| Lead product manager | £1,400.00 | £933.00 |
| Head of product | £1,800.00 | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £1,800.00 | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service owner | £1,800.00 | £1,200.00 |
Quality assurance testing (QAT) roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Tester (QAT) | £650.00 | £433.00 |
| QAT analyst | £800.00 | £533.00 |
| Senior QAT analyst | £900.00 | £600.00 |
| Lead QAT analyst | £1,250.00 | £833.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Tester (test engineer) | £650.00 | £433.00 |
| Test engineer | £800.00 | £533.00 |
| Senior test engineer | £900.00 | £600.00 |
| Lead test engineer | £1,250.00 | £833.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Test manager | £1,400.00 | £933.00 |
| Head of test | £1,800.00 | £1,200.00 |
Software development roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Apprentice DevOps engineer | £400.00 | £267.00 |
| Junior DevOps engineer | £450.00 | £300.00 |
| DevOps engineer | £650.00 | £433.00 |
| Senior DevOps engineer | £800.00 | £533.00 |
| Senior DevOps engineer - management | £800.00 | £533.00 |
| Lead DevOps engineer | £900.00 | £600.00 |
| Lead DevOps engineer - management | £900.00 | £600.00 |
| Principal DevOps engineer | £1,250.00 | £833.00 |
| Principal DevOps engineer - management | £1,250.00 | £833.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Apprentice frontend developer | £400.00 | £267.00 |
| Junior frontend developer | £450.00 | £300.00 |
| Frontend developer | £900.00 | £600.00 |
| Senior frontend developer | £1,250.00 | £833.00 |
| Lead frontend developer | £1,400.00 | £933.00 |
| Head of frontend development | £1,800.00 | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Apprentice developer | £400.00 | £267.00 |
| Junior developer | £450.00 | £300.00 |
| Developer | £800.00 | £533.00 |
| Senior developer | £900.00 | £600.00 |
| Senior developer - management | £900.00 | £600.00 |
| Lead developer | £1,250.00 | £833.00 |
| Lead developer - management | £1,250.00 | £833.00 |
| Principal developer | £1,800.00 | £1,200.00 |
| Principal developer - management | £1,800.00 | £1,200.00 |
User-centred design roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Junior accessibility specialist | £650.00 | £433.00 |
| Accessibility specialist | £800.00 | £533.00 |
| Senior accessibility specialist | £900.00 | £600.00 |
| Head of accessibility | £1,250.00 | £833.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate content designer | £400.00 | £267.00 |
| Junior content designer | £450.00 | £300.00 |
| Content designer | £650.00 | £433.00 |
| Senior content designer | £800.00 | £533.00 |
| Lead content designer | £900.00 | £600.00 |
| Head of content design | £1,250.00 | £833.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Content strategist | £900.00 | £600.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate graphic designer | £400.00 | £267.00 |
| Junior graphic designer | £450.00 | £300.00 |
| Graphic designer | £650.00 | £433.00 |
| Senior graphic designer | £800.00 | £533.00 |
| Lead graphic designer | £900.00 | £600.00 |
| Head of graphic design | £1,250.00 | £833.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Junior interaction designer | £400.00 | £267.00 |
| Interaction designer | £450.00 | £300.00 |
| Senior interaction designer | £650.00 | £433.00 |
| Lead interaction designer | £800.00 | £533.00 |
| Head of interaction design | £900.00 | £600.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate service designer | £400.00 | £267.00 |
| Junior service designer | £800.00 | £533.00 |
| Service designer | £900.00 | £600.00 |
| Senior service designer | £1,000.00 | £667.00 |
| Lead service designer | £1,400.00 | £933.00 |
| Head of service design | £1,800.00 | £1,200.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Technical writer | £800.00 | £533.00 |
| Lead technical writer | £900.00 | £600.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate user researcher | £400.00 | £267.00 |
| Junior user researcher | £450.00 | £300.00 |
| User researcher | £800.00 | £533.00 |
| Senior user researcher | £900.00 | £600.00 |
| Lead user researcher | £1,250.00 | £833.00 |
| Head of user research | £1,800.00 | £1,200.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- NQA
- ISO/IEC 27001 accreditation date
- Friday 4 October 2024
- What the ISO/IEC 27001 doesn’t cover
- A 8.30 Outsources development
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- Yes
- Who accredited the ISO 9001 certification
- NQA
- ISO 9001 accreditation date
- Friday 4 October 2024
- What the ISO 9001 doesn’t cover
- N/A
- Quality management systems (QMS)
- Yes
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- 2fbdbdf0-e870-4fbe-aa2d-7662ec986a6d
- Cyber essentials plus
- Yes
- Please provide your Cyber Essentials Plus Certificate Number
- 700337e5-63af-42f0-bb4c-577dcad1c30b
- Other security certifications
- No
Social value
- Section B - Commitment for Future: Delivery
-
-
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.
- 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
- Working conditions which promote an inclusive working environment and promote retention and progression
-
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 frameworks@kerv.com.
Tell them what format you need. It will help if you say what assistive technology you use.