Cloud Application Support and Live Service Assurance
Opal Solutions Private Limited provides cloud application support and live service assurance for public sector organisations. We support live environments through incident management, service monitoring, operational readiness and continuous improvement. Our SME-led service ensures stable, secure and compliant cloud applications aligned to ITIL practices and public sector service standards.
Features
- Live cloud application support across production environments
- Incident, problem and service request management aligned to ITIL
- Proactive monitoring and service health reporting
- Operational readiness and service transition assurance
- Security incident coordination and risk-based response support
- Service performance analysis and continuous improvement actions
- SME-led delivery with direct access to senior engineers
- Flexible support model aligned to public sector operating needs
Benefits
- Improves stability of live cloud applications
- Reduces incident resolution times and service disruption
- Increases visibility of service performance and operational risks
- Supports compliance with public sector service standards
- Reduces operational risk through proactive monitoring and assurance
- Enables smoother service transitions into business as usual support
- Improves accountability through clear incident ownership and reporting
- Provides flexible support without long-term managed service commitments
Pricing
- Education pricing available
Service documents
Request an accessible format
Framework
G-Cloud 15
Service ID
7 5 5 7 1 4 7 6 3 6 6 6 2 9 4
Contact
OPAL SOLUTIONS PRIVATE LIMITED
Sudha Srivastava
Telephone: 07722146122
Email: admin@opaltechsolutions.uk
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
- Support is primarily delivered remotely during UK business hours, Monday to Friday. On-site support can be provided by prior agreement where required. Out-of-hours or enhanced support coverage may be available subject to agreed service levels and additional cost. The service supports cloud-based applications and platforms and does not include physical hardware maintenance.
User support
- Email or online ticketing support
- Yes
- Support response times
- Support queries are acknowledged within one business day during UK working hours, Monday to Friday. Priority incidents are triaged and responded to more quickly in line with agreed service levels. Response times outside core hours can be provided by prior agreement where enhanced support is required.
- 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
-
Opal Solutions provides tiered cloud application support aligned to buyer needs.
Standard Support is provided during UK business hours, Monday to Friday, and includes incident logging, prioritisation, investigation, resolution and service reporting. Support is delivered by experienced cloud support engineers and is included within agreed day-rate pricing.
Enhanced Support options, including extended hours, accelerated response times or named resource continuity, can be agreed at call-off stage and priced separately based on scope and service levels.
A named technical lead or cloud support engineer is assigned to each engagement to provide continuity, technical oversight and escalation management. Where required, a technical account management function can be provided as part of the agreed service model.
Resellers
- Supplier type
- Not a reseller
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 |
|---|---|---|
| Enterprise architect | £850.00 | |
| Senior enterprise architect | £900.00 | |
| Lead enterprise architect | £950.00 | |
| Principal enterprise architect | £1,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate solution architect | £700.00 | |
| Solution architect | £750.00 | |
| Senior solution architect | £800.00 | |
| Lead solution architect | £850.00 | |
| Principal solution architect | £900.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate technical architect | £650.00 | |
| Technical architect | £700.00 | |
| Senior technical architect | £750.00 | |
| Lead technical architect | £800.00 | |
| Principal technical architect | £850.00 |
Data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data engineer | £650.00 |
IT operations roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Application operations engineer | £525.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Infrastructure engineer | £550.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Business analyst | £550.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Delivery manager | £650.00 |
Quality assurance testing (QAT) roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| QAT analyst | £550.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Test engineer | £600.00 |
Software development roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| DevOps engineer | £700.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Frontend developer | £600.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Developer | £550.00 | |
| Senior developer | £650.00 |
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
- 457c6630-e778-4849-be0c-8ffc73bbbbf4
- Cyber essentials plus
- No
- Cyber Essentials Alternative
- You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
- 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
- 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
- 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
- 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
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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
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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
- 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
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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
- Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
- 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
- Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition
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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
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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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