Ongoing Cloud Platform Support and Enhancement
Ongoing cloud platform support and enhancement for public sector digital services. We provide application management, maintenance, security updates, performance optimisation and iterative improvements for bespoke cloud-hosted platforms, products and websites. Services are delivered flexibly on a time and materials basis and can be procured independently or following an initial build.
Features
- Application management and ongoing cloud platform maintenance
- Security updates, patching and vulnerability remediation
- Performance monitoring and optimisation
- Incident response and fault resolution
- Iterative enhancements and functional improvements
- UX and UI design improvements
- Infrastructure architecture support and configuration guidance
- Monitoring and operational health checks
Benefits
- Improves platform reliability and operational stability
- Reduces security risk through proactive maintenance
- Enhances performance and user experience
- Enables rapid response to incidents and issues
- Supports continuous improvement of digital services
- Reduces internal operational and technical overhead
- Extends platform lifespan and long-term value
- Provides flexible access to specialist expertise
Pricing
Service documents
Request an accessible format
Framework
G-Cloud 15
Service ID
5 9 7 4 2 9 2 9 0 9 8 1 8 5 9
Contact
LUNAR WEB DEVELOPMENT LTD
Peter New
Telephone: 0117 463 0820
Email: hello@lunar.build
About your service
- Service categories
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Cloud Support Services
Ongoing Support
- Product support capabilities
- Logging and management of incidents
- Reporting and proactive results analysis
Service scope
- Service constraints
- Services are delivered primarily remotely during UK business hours unless otherwise agreed. Occasional on-site attendance can be provided by prior arrangement. The service does not include provision of cloud infrastructure, hosting or third-party software licences unless explicitly agreed. Buyer access to relevant systems, environments and stakeholders is required to deliver the service effectively.
User support
- Email or online ticketing support
- Yes
- Support response times
-
Support requests are prioritised based on severity and business impact. Response times vary by incident level and are provided during UK business hours, Monday to Friday. Out-of-hours and weekend support may be available by agreement. Response times, escalation paths and service levels are agreed at call-off and documented in the Call-Off Contract.
Critical incidents are prioritised for rapid response. - 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 cloud support covering incident response, maintenance and ongoing application management.
Emergency support covers critical incidents such as service unavailability or loss of key functionality. This may include monitoring for downtime and critical issues and is provided under an agreed Service Level Agreement.
Standard support (retainer) includes minor fixes and bugs, content updates, infrastructure and security maintenance, plugin and dependency updates, and ongoing performance optimisation across mobile and desktop environments. Retainer time is reserved each month to ensure timely delivery of these activities.
Project and new development work (such as major functional changes, new templates, restructuring or new platform features) is not included in the retainer and is estimated and delivered separately.
Support is provided through a named technical contact acting as a cloud support engineer, with access to senior engineering resources for escalation where required.
Pricing (indicative, subject to call-off):
Emergency SLA only: from £1,000 per month
Emergency SLA plus reserved engineering time: from £2,760 per month
Larger retainers with increased reserved capacity are available
All prices are exclusive of VAT. Final pricing, delivery model and support levels are agreed at call-off in line with published maximum rates.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Baseline Personnel Security Standard (BPSS)
Pricing
- Discount for educational organisations
- No
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Solution architect | £1,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Technical architect | £1,000.00 |
IT operations roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Application operations engineer | £1,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Incident manager | £1,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Infrastructure engineer | £1,000.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Delivery manager | £1,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Product manager | £1,000.00 |
Software development roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| DevOps engineer | £1,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Frontend developer | £1,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Developer | £1,000.00 |
User-centred design roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Interaction designer | £1,000.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- No
- 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
- D3d6ef9e-6129-4577-8fee-c9e337e3ae0f
- Cyber essentials plus
- No
- Cyber Essentials Alternative
- None of the criteria
- Other security certifications
- No
Social value
- Section B - Commitment for Future: Delivery
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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
- 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
- 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
- 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
- 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
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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
- Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
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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
- Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
- Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
- Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
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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
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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
- Introducing transparency to pay and reward processes
- 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
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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
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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
- Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
- Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
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