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  1. Digital Marketplace
  2. Lot 2: Cloud software
  3. Identity (IAM, CIAM, IDAM, IDaaS) Managed Services and Support

Identity (IAM, CIAM, IDAM, IDaaS) Managed Services and Support

Condatis Cloud Support Services provides ITIL aligned support for cloud based software services through online and telephone support. A single point-of-contact service desk is available to manage all queries. Staff resolve and manage incidents, and service requests.
Engineers actively monitor systems as part of a managed service.


  • State of the art multichannel support
  • End to end incident, problem management and escalation
  • Managed services to actively monitor IAM systems


  • Decrease support costs and downtime
  • Single support location
  • Knowledge base to help self resolution of common issues


£10,000 to £1,000,000 a unit

Service documents

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G-Cloud 13

Service ID

8 4 2 7 1 6 4 3 8 9 1 4 7 1 2


Telephone: 0800 538 5533

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Condatis Credential Gateway – simplifying decentralized identity orchestration
Condatis Digital Identity Advisory Services
Condatis Identity Solutions
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
No - Services are delivered via cloud services, with constraints per that cloud and cloud service(s).
System requirements
  • Access to cloud services (at an organisational and procurement level)
  • Appropriate cloud subscriptions supporting set-up and running
  • Appropriate connectivity (internet access)

User support

Email or online ticketing support
Email or online ticketing
Support response times
Dependent on customer requirements, notification, logging and responses can be immediate.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
1)Very High: A security breach whereby a third party gains access to personal data or an individual’s account may be compromised. A security alert that is categorised as being critical to data security. In the event of a security breach, the technician will take immediate action to limit further unauthorised access to the Infrastructure Applications. Investigative work to provide a resolution will then commence during Service Hours • Response: 30 minutes • Resolution: 8 service hours
2)High - An error that renders the software inoperative or causes the software to fail catastrophically. • Response: 1 service hour • Resolution: 16 service hours
3)Normal - An error that affects performance of the software and significantly degrades the use of the software. A security alert that is categorised as being medium severity. • Response: 1 service hour • Resolution: Best efforts to obtain resolution in 40 service hours
4)Low - An error that affects performance of the Infrastructure Applications but does not significantly degrade the use of the service. A security alert that is categorised as being low severity. • Response: 1 service hour • Resolution: Best efforts to put resolution in the next software release
Fees as per pricing doc
Support available to third parties

Onboarding and offboarding

Getting started
User documentation for onboarding is provided and as part of any service provision there is a clear delineation of responsibilities laid out
Service documentation
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
A CSV extraction is possible from the system to provide a record of the support and managed service requests made
End-of-contract process
At end of contract there is an agreed handover period for the next provider with time limited handover activities.
There will be a final review of all outstanding service requests, incidents or problems and an export of these as CSV.
If desired the handover period can be extended under g cloud rates

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
The service supports mobile device deeplinking and QR code display for both mobile and desktop devices. Web experience is via adaptive templates. Experience is ultimately dependant on user's device, operating system and browser of choice.
Service interface
User support accessibility
WCAG 2.1 A
Description of service interface
A web based system providing the ability to raise incidents service request or access knowledge base articles for self help
Accessibility standards
WCAG 2.1 A
Accessibility testing
The portal is 3rd party and has been tested against accessibility critieria
Customisation available
Description of customisation
The interface can be customised by us both in terms of the services offered and the branding of the portal.


Independence of resources
Platform autoscales according to load.


Service usage metrics
Metrics types
The following are provided as part of regular reports
Open and resolved service requests
Open and resolved Problems
Open and resolved incidents
Items resolved outside of any agreed SLAs
Pending publishes
Active change requests
Alerting items
Outage reports
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

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

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Encryption of all physical media
Data sanitisation process
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Data stored in the platform can be extracted for the purposes of migration / deletion. This work could be undertaken by the authority with required support from Condatis.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • Directory schema
  • Database schema
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Directory schema
  • Database schema

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Condatis SLA(s) guarantee service availability. This is backed by cloud provider's own SLA(s). Condatis offers service credits where SLA availability is not met.
Approach to resilience
Azure Availability Zones enables deployment of the application across multiple data centers, protecting them against outages in any one Azure data center. Mechanisms such as load balancing, DDos protection, application service clustering and redundant and geo-redundant storage can be configured to deliver the required level of high availability. Azure auto-scaling of computing resources will ensure that the solution is resilient to peak demands.
Outage reporting
Outage reporting per SLA and can include: - dashboard - email alerting - telephone alerting

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Single sign on associated with AAD with additional MFA for access outside of recognised networks. IP restricted to UK only
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
Centre for Assessment (CfA)
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Condatis' ISO 27001 statement of applicability covers all the controls defined by ISO 27001 with the exception of 14.2.7 Outsourced development and 11.1.6 Delivery and Loading Areas because they do not apply to Condatis.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Regular internal and external audit and management review meeting ensure the following are followed. Information security manager reports to CEO

Information Security Objectives
Information Classification Policy
Information Handling Policy

Document Control Policy
Clear Desk and Clear Screen Policy
Secure Development Policy
Mobile Computing and Remote Working Policy
Access Control Policy
Acceptable Use Policy
Cryptographic Policy
Anti-virus and anti-malware policy
Software Installation Policy
Supplier Security & Quality Policy
Business Continuity Management Policy
Network Security Policy
Secure Systems Engineering Policy
Media Destruction Policy
Communications Policy
Password Policy
Security Updates policy
Capacity Management Policy
Hardware Disposal Policy
Data Retention Policy
Privileged Utility Programs Policy
IPR Management Policy
Guest Control Policy
Condatis Backup Policy
Sustainability Policy

Security incident management procedure
Employees departure and arrival processes
Change management procedure
Risk assessment methodology

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We run an agile development lifecycle where feature changes are defined by PBIs (product backlog items). Developed code is version controlled as is passed through a gated release process that is an intrinsic part of the develop, build & deploy DevOps cycle. Release builds (software components deployed to Azure assets) are strictly controlled within the Azure DevOps platform and cascade from development to test and pre-production environments before final deployment to production. Changes at organisational level undergo an ITIL change management process, where the CAB (change authority board) evaluates impact and implications for proposed changes before they are authorised.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Computing endpoints are regularly scanned for vulnerable software, Windows updates are regularly applied, malware protection software is installed. Security advisories are regularly monitored and actioned accordingly. The solution deployment will typically include within the build pipeline processes for checking for vulnerabilities in code (Secure Code Scan) and in external software components used (Dependency Checker). Once the solution is deployed within the Azure cloud infrastructure, the use of Defender For Cloud will continually assess the security posture and be monitored for any relevant risk mitigation actions.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Condatis maintains an ISO27001 accredited protective monitoring process, available on request. Potential compromises are assigned the highest priority under Sitekit's SLA (Critical) and immediately investigated.
Incident management type
Supplier-defined controls
Incident management approach
We operate an ITIL-aligned support desk ticketing solution that is able to track the incident lifecycle stages of logging, triage, categorisation, prioritisation, analysis, resolution and post-incident review. Incidents are reported via alerts or by users through email, phone or portal channels. Incidents can transition to problem tickets where root cause and subsequent full resolution can be established. An incident playbook is maintained for common incident types with respective responses, along with knowledge base accessible via customer portal. Incident reports with timelines, impact and root cause analysis will be provided as part of post-incident engagement with customer.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

As with most companies over the Covid lock-down period our engagements, workshops and on-boarding now are standardised around teams or zoom calls including demos, white boarding and retrospectives. For the period covered by G cloud 13 we will continue this practice even though the restrictions have been removed. This will reduce our travel company wide by 95% and thus our carbon footprint. We will also use any Gcloud contracts to assist us in achieving ISO 14001 the environmental standard which will in turn involve us vetting our suppliers and partners over their environmental impact. As some the of technologies that we are involved in use distributed ledgers, this will have a significant influence on suppliers, partners and customers.
Covid-19 recovery

Covid-19 recovery

During COVID-19, we moved to a fully remote office, allowing all staff to continue in employment from their own home while still being able to fulfil all the obligations to our customers and complete contracts on time and to standard. We now work in a hybrid model where staff chose to work from home or the office.

Condatis is able to support those shielding or impacted by Covid by continuing to provide full time remote working for those that want/require it. We will also continue to provide a home office set up. This will allow Condatis to provide valuable employment for those affected or shielding from Covid while still being able to deliver services as per the contract and customer requirements.

Condatis offer physical and mental health courses to staff, including Mental Health First Aid, Mental Health Awareness for Manager, Resilience Training and First Aid at Work. In having well trained and aware staff working on a contract, this will enable a proactive approach to Mental Health and a quick response on Physical Health. In turn this currently reduces and will continue to reduce the demand on the health and care services.
Tackling economic inequality

Tackling economic inequality

Condatis is an employer that advocates and educates other employers to support apprentice programmes. We have presented to over 100 companies about the benefits of having apprentices as part of the Scottish Apprenticeship week.

Condatis was the first company in Scotland to provide a fully virtual Foundation Apprenticeship programme in Software Development, targeting remote high schools based in the Highlands and Islands. We want all young adults to receive an equal opportunity to become an apprentice regardless of their location and we currently have six Foundation Apprentices.

We also support Modern Apprentices, of which two apprentices continue to be employed by us today.

Our Apprenticeship programmes create employment and training opportunities. For those in the Software Development programme, we are providing training opportunities within an industry with a skills shortage. For one of the Modern Apprentices, this was an opportunity for employment within a deprived area.

In the delivery of a project, we anticipate including apprentices on projects with their mentors. We support providing further training for individuals on a project to close a skills gaps or attain relevant qualifications.
Equal opportunity

Equal opportunity

Condatis treats people equally and individuals are not disadvantaged by prejudices or bias. We ensure that recruitment, selection, training, development and promotion procedures result in no job applicant or employee receiving less favourable treatment because of a protected characteristic. Our objective is to ensure that individuals are treated on the basis of their relevant aptitudes, skills and abilities.

We invest in women in technology by supporting female Apprentices in Software Development and Human Resources. We support employees in deprived areas to attain relevant professional qualifications in their field, to enable them to have a successful career. We have attended, and had key note speakers, at recruitment events for individuals that identify as a woman.

We will continue to provide training and promotion opportunities to all staff, regardless of a protected characteristic.  We will continue to offer the living wage as a minimum. If time and funding permits Condatis plan to champion women in technology by presenting at Edinburgh, and ideally wider, based sessions


At Condatis, we have a team of Mental Health First Aiders, who are available to support staff in need and support various initiatives through a Well-being Hub. The Hub provides suggestions to promote better well-being, such as helping others and staying active. We offer fitness classes to employees to promote their physical health. 

We promote well being in the workplace for all staff to inspire positive working environments and prevent stress. This allows for the individual, the organisation and the project to thrive. 

As part of our own supplier assessments and we ensure that any third party supplier need to meet our own ethical standard which includes their treatment of their workforce. We do the same for prospective customers


£10,000 to £1,000,000 a unit
Discount for educational organisations
Free trial available

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 Tell them what format you need. It will help if you say what assistive technology you use.