PURE CLOUD SOLUTIONS LIMITED

Endpoint & Server Support

Our Endpoint and Server Support provides proactive management, monitoring and support for user devices and servers. It covers desktops, laptops and on premises or cloud servers, ensuring systems remain secure, patched and available. The service reduces downtime, improves performance and gives users fast access to expert technical support.

Features

• Proactive monitoring and alerting
• Operating system and application patching
• Remote and onsite technical support
• Incident, problem and change management
• Asset and configuration management
• Performance and capacity monitoring
• Security hardening and antivirus management
• Backup monitoring and recovery assistance
• User account and access management
• Detailed reporting and service reviews

Benefits

• Reduced downtime and disruption
• Faster issue resolution
• Improved security posture
• Predictable support costs
• Extended device and server lifespan
• Better user productivity
• Clear accountability for IT operations
• Scalable support as needs grow
• Compliance support and audit trails
• Peace of mind for IT teams

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

Framework

G-Cloud 15

Service ID

614662467887710

Contact

Nick Matthews
03331506780
support@purecloudsolutions.com

About the service

• Service categories:

  Cloud Support Services

  Ongoing Support

  • Product support capabilities
  • Logging and management of incidents
  • Reporting and proactive results analysis
  • End user training coordination

Service scope

• Service constraints: Endpoint and server support is provided for supported operating systems, applications and hardware only. Services depend on suitable network connectivity and remote access being available. Onsite support is subject to location, agreed response times and availability. Third party or customer managed systems may limit the level of control and remediation available. Planned maintenance and patching may require agreed service windows.

User support

• Email or online ticketing support: Yes
• Support response times: Our internal service level agreement targets an initial response to email raised tickets within 15 minutes during service hours. Incidents reported by telephone are triaged and responded to immediately wherever possible. Actual response and resolution times may vary based on issue severity, system complexity and business impact. Delays can also occur where investigation or remediation depends on third parties such as internet service providers, cloud platforms, hardware vendors or software suppliers. In such cases, we actively manage escalation, maintain communication with the buyer and provide regular progress updates until the issue is resolved, in line with agreed priorities
• 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: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: An established product provided by a third-party supplier, with all development and testing undertaken in-house for their proprietary platform. Accessibility is addressed by aligning with relevant requirements, with emphasis on basic keyboard navigation, standard browser accessibility features and screen reader compatibility.
• Support levels: Level 1 issues cause major disruption to core functions such as service delivery, traffic, billing, or maintenance. They require immediate corrective action, and customers may report them online or by telephone at any time. ; ; Level 2 issues seriously affect more than half of system operations and also need prompt attention, though they may be reported only during office hours. ; ; Level 3 issues have a limited impact on system performance and do not significantly affect customer service. These may include minor faults or non-urgent queries and can be reported online or by phone within office hours. ; ; Level 4 covers general support requests, including configuration, setup, training, or “how to” guidance, and is chargeable unless covered by the agreed services. ; ; Response targets range from two hours for Level 1 to twenty-four hours for Level 4, with corresponding workaround times set for each priority level. Support levels vary according to the size and needs of the organisation. ; ; Any extended or out-of-hours support falls outside standard provision and will incur additional charges. Pricing for these enhanced services is available on application, ensuring support arrangements remain aligned with each organisation’s requirements.
• AI chatbot: Yes

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Pricing

• Discount for educational organisations: Yes

IT operations roles

Application operations engineer

Role level	UK Rate	Offshore Rate
Associate application operations engineer	£695.00	£695.00
Application operations engineer	£695.00	£695.00
Senior application operations engineer	£1,500.00	£1,500.00
Lead application operations engineer	£1,500.00	£1,500.00
Principal application operations engineer	£2,000.00	£2,000.00

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: BSI
• ISO/IEC 27001 accreditation date: Monday 4 August 2025
• What the ISO/IEC 27001 doesn’t cover: ISO/IEC 27001 covers all elements of confidentially, integrity and availability of data.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: BSI
• ISO 9001 accreditation date: Saturday 5 July 2025
• What the ISO 9001 doesn’t cover: ISO/IEC 9001 covers all elements of quality, confidentially, integrity and availability of data.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 7d6f8ae6-2eb3-4cb0-9985-715a3d6b8297
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 8d342f79-c4a5-4b3f-9794-73d7c063621e
• Other security certifications: No

Social value

• 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

  • 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
  • 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 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

  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
• 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

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