D2NA

CyberAscend Managed IT Cloud Support

D2NA delivers UK‑based managed IT cloud support built on our Cyber Ascend Framework, combining service desk, onsite support, security hardening, monitoring, patching, and managed backup. We provide accountable experts, continual reviews, and 24×7 protection, helping public‑sector organisations stay secure, resilient, and operationally confident.

Features

• Service Desk
• Proactive Onsite Support including cloud hardware maintenance
• Endpoint protection and management
• Vulnerability Management
• Endpoint patching
• Proactive infrastructure monitoring
• Infrastructure patching
• Managed backups & enhanced daily checks
• Secure 24x7 Service Desk for Police, Fire&Rescue, LRG, NHS
• Secure hybrid cloud management supported by 24x7 service desk

Benefits

• Reduces user disruption through rapid Service Desk response and resolution
• Improves productivity with proactive onsite engineering and responsive end‑user support
• Reduces cyber risk using D2NA‑managed endpoint protection and threat prevention
• Enhances security through continuous vulnerability detection and prioritised remediation
• Improves device reliability using automated, consistent endpoint patching processes
• Reduces downtime with proactive infrastructure monitoring and early‑issue detection
• Strengthens stability through scheduled infrastructure patching and controlled updates
• Protects critical data using managed backups and verified restoration testing
• Improves operational assurance via enhanced daily checks and environment validation
• Drives continual improvement through strategic service reviews and account management

• Education pricing available

Service documents

• Pricing document

  PDF

• 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 bids@d2na.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

579815190946922

Contact

Bids Team
0330 59 59 69
bids@d2na.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
  • Other

Service scope

• Service constraints: Our service has no material constraints for public‑sector organisations. D2NA provides unlimited service desk, remote and onsite support across public, private, and hybrid cloud environments.; ; Under our standard terms, customer usage can flex up or down by up to 10% annually without renegotiation, ensuring predictable costs and operational continuity.; ; Any changes, upgrades or project work (such as migrations or infrastructure redesigns) is simply scoped separately, avoiding ambiguity while keeping day‑to‑day support fully inclusive; ; This clarity, combined with our Cyber Ascend Framework, gives buyers confidence, transparency, and assured service stability.

User support

• Email or online ticketing support: Yes
• Support response times: Service Desk Response Times (24x7x365); P1 - 1 Hour Response. Target Fix 2 Hours. ; P2 - 1 Hour Response. Target Fix 4 Hours. ; P3 - 4 Hour Response. Target Fix 8 Hours. ; P4 - 4 Hour Response. Target Fix 16 Hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: D2NA provides a single, comprehensive standard support level delivering unlimited service desk, remote, and onsite support for public, private, and hybrid cloud environments. Standard support operates 7am–7pm Monday–Friday, excluding public holidays.; ; For organisations requiring extended protection, a 24×7 uplift is available, providing round‑the‑clock response to critical incidents.; ; Support is delivered by UK‑based cloud support engineers using our integrated tooling stack for endpoint management, cloud monitoring, patching, and security operations. This ensures consistent, predictable service quality for public‑sector buyers.; ; Full Service Management is available as an optional uplift, providing:; A Dedicated Service Delivery Manager for performance, governance, reporting, and continual improvement.; A Technical Account Manager for strategic alignment, roadmap guidance, and technical oversight.; ; Pricing follows a transparent per‑user, per‑month model based on the software stack and service options selected.; ; To support budget confidence, customer numbers may increase or decrease by up to 10% annually without pricing changes.; ; This structure provides clarity, predictability, and flexibility, ensuring the service meets the operational and strategic needs of UK public‑sector organisations.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft, SecPod, Vanta

Staff security

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

Pricing

• Discount for educational organisations: Yes

Architecture roles

Security architect

Role level	UK Rate	Offshore Rate
Security architect	£1,000.00
Lead security architect	£1,250.00

Technical architect

Role level	UK Rate	Offshore Rate
Associate technical architect	£800.00
Technical architect	£1,000.00
Lead technical architect	£1,250.00

Chief digital and data roles

Chief information security officer

Role level	UK Rate	Offshore Rate
Chief information security officer	£1,500.00

Cyber security roles

Cyber security audit and assurance

Role level	UK Rate	Offshore Rate
Lead cyber security audit and assurance	£1,000.00

Cyber security governance and risk management

Role level	UK Rate	Offshore Rate
Associate cyber security governance and risk manager	£600.00
Lead cyber security governance and risk manager	£1,000.00

Cyber security monitoring

Role level	UK Rate	Offshore Rate
Associate cyber security monitoring	£600.00
Lead cyber security monitoring	£800.00
Principal cyber security monitoring	£1,000.00

Cyber security incident response

Role level	UK Rate	Offshore Rate
Associate cyber incident response	£800.00
Lead cyber security incident response	£1,000.00
Principal cyber security incident response	£1,250.00

Cyber security vulnerability management

Role level	UK Rate	Offshore Rate
Associate cyber security vulnerability management	£600.00
Lead cyber security vulnerability management	£1,000.00

Cyber security testing

Role level	UK Rate	Offshore Rate
Associate cyber security testing	£600.00

Cyber security secure design

Role level	UK Rate	Offshore Rate
Associate cyber security secure systems architecture and design	£600.00

IT operations roles

End user computing engineer

Role level	UK Rate	Offshore Rate
Associate end user computing engineer	£600.00
End user computing engineer	£800.00
Senior end user computing engineer	£1,000.00

IT service manager

Role level	UK Rate	Offshore Rate
IT service analyst	£600.00
IT service manager	£800.00
Senior IT service manager	£1,000.00

Incident manager

Role level	UK Rate	Offshore Rate
Incident manager	£500.00

Infrastructure engineer

Role level	UK Rate	Offshore Rate
Associate infrastructure engineer	£600.00
Infrastructure engineer	£800.00
Senior infrastructure engineer	£1,000.00

Infrastructure operations engineer

Role level	UK Rate	Offshore Rate
Associate infrastructure operations engineer	£600.00

Problem manager

Role level	UK Rate	Offshore Rate
Problem analyst	£600.00

Service desk manager

Role level	UK Rate	Offshore Rate
Service desk analyst	£600.00

Service transition manager

Role level	UK Rate	Offshore Rate
Service acceptance analyst	£600.00

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Peers Quality Assurance Limited
• ISO/IEC 27001 accreditation date: Thursday 6 November 2025
• What the ISO/IEC 27001 doesn’t cover: The entire business is covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Peers Quality Assurance Limited
• ISO 9001 accreditation date: Thursday 1 January 2026
• What the ISO 9001 doesn’t cover: The entire business is covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 3c35ef5e-02fe-4345-8116-2f3da4a7e73f
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 15b6bc98-7bf2-4025-9d48-4bc62409ee5e
• Other security certifications: Yes
• Any other security certifications:
  • CREST Approved Security Operations Centre (SOC)
  • CREST Approved Penetration Testing
  • CREST Approved Vulnerability Assessment

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
    • 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 report and address bullying and harassment
    • 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
    • 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 educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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
    • 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

  • 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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Plans for positive actions with community groups.

  • 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
    • 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
    • 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
    • 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 the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • 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

• Pricing document

  PDF

• 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 bids@d2na.com. Tell them what format you need. It will help if you say what assistive technology you use.