CISILION LIMITED

Cisilion Microsoft CSP Cloud Support

Cisilion’s Microsoft CSP Cloud Support delivers expert management, licensing guidance, and optimisation for Microsoft cloud services including Microsoft 365, Azure, and Dynamics 365. Delivered by certified engineers, aligned with ITIL and G-Cloud best practices

Features

• Remote support for Microsoft 365, Azure, and Dynamics 365
• Proactive incident management and troubleshooting
• License management and optimisation for CSP subscriptions
• 24x7x365 UK-based service centre
• Integration with Microsoft Secure Delegated Administration
• Change enablement and service request management
• Real-time monitoring and reporting
• ITIL-aligned processes and escalation management
• Optional add-ons: Azure Virtual Desktop, FinOps reporting
• Expert guidance on Microsoft licensing and compliance

Benefits

• Maximises uptime and reliability of Microsoft cloud services
• Rapid incident response and resolution.
• Reduces operational risk through proactive management
• Enables client IT to focus on strategic goals
• Ensures compliance with Microsoft best practices
• Provides actionable reporting and performance insights
• Supports business continuity and resilience
• Scalable to evolving client requirements
• Enhances user experience and satisfaction
• Flexible support levels to match client needs

• Education pricing available

Service documents

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

Framework

G-Cloud 15

Service ID

880560555621271

Contact

Debbie Richardson
01372 201145
drichardson@cisilion.com

About the service

• Service categories:
  • Cloud Support Services
    • Managed Cloud
      • Managed Public cloud
        • Managed Public IaaS
        • Managed Public SaaS/PaaS

Service scope

• Service constraints: Service requires valid Microsoft CSP subscriptions and supported hardware/software. Excludes support for non-Microsoft applications unless specifically listed. Major upgrades and on-site interventions are not included unless purchased as add-ons. Service is delivered remotely; client must provide necessary access and maintain supported hardware/software versions

User support

• Email or online ticketing support: Yes
• Support response times: Cisilion Support responds to critical incidents within 60 minutes during business hours, with high-priority cases in two hours and medium within four. Low-priority requests are addressed within six hours. Weekend and out-of-hours support is available only by prior agreement and may involve extended response times or additional charges.
• 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: No
• Support levels: Cisilion offers tiered support levels to meet diverse client needs. Basic provides remote monitoring and incident logging, ideal for stable environments. Enhanced adds proactive monitoring and remote technical assistance, plus one on-site engineer day per month. Premium delivers full on-site troubleshooting, proactive monitoring, and priority escalation for complex issues. All tiers include 24x7 Service Desk access, ITIL-aligned processes, and Smart Portal visibility for ticket tracking and SLA reporting. Costs vary by level: Basic is the most economical, Enhanced adds a moderate uplift for proactive services, and Premium commands a higher rate for comprehensive coverage and field engineering. Pricing is tailored per device count and SLA requirements, ensuring flexibility for budgets and operational priorities. For strategic guidance, Premium clients benefit from a Technical Account Manager (TAM) who oversees service performance and improvement plans. Cloud-focused engagements can include a Cloud Support Engineer for advanced troubleshooting and optimisation of Azure, M365, and hybrid environments. These roles ensure expert oversight and alignment with business objectives.

Supplier type

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

Staff security

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

Pricing

• Discount for educational organisations: Yes

Architecture roles

Business architect

Role level	UK Rate	Offshore Rate
Associate business architect	£1,000.00	£1,000.00
Business architect	£1,400.00	£1,400.00
Lead business architect	£1,600.00	£1,600.00

Network architect

Role level	UK Rate	Offshore Rate
Network architect	£800.00	£800.00
Lead network architect	£1,000.00	£1,000.00

Solution architect

Role level	UK Rate	Offshore Rate
Associate solution architect	£1,200.00	£1,200.00
Solution architect	£1,200.00	£1,200.00
Senior solution architect	£1,200.00	£1,200.00
Lead solution architect	£1,400.00	£1,400.00
Principal solution architect	£1,400.00	£1,400.00

IT operations roles

Incident manager

Role level	UK Rate	Offshore Rate
Incident manager	£800.00	£800.00
Major incident manager	£1,000.00	£1,000.00

Infrastructure engineer

Role level	UK Rate	Offshore Rate
Associate infrastructure engineer	£800.00	£800.00
Infrastructure engineer	£800.00	£800.00
Senior infrastructure engineer	£1,000.00	£1,000.00
Lead infrastructure engineer	£1,000.00	£1,000.00
Principal infrastructure engineer	£1,100.00	£1,100.00

Infrastructure operations engineer

Role level	UK Rate	Offshore Rate
Associate infrastructure operations engineer	£1,000.00	£1,000.00
Infrastructure operations engineer	£1,000.00	£1,000.00
Senior infrastructure operations engineer	£1,100.00	£1,100.00
Lead infrastructure operations engineer	£1,150.00	£1,150.00
Principal infrastructure operations engineer	£1,150.00	£1,150.00

Problem manager

Role level	UK Rate	Offshore Rate
Problem analyst	£1,000.00	£1,000.00
Problem manager	£1,000.00	£1,000.00

Service desk manager

Role level	UK Rate	Offshore Rate
Service desk analyst	£800.00	£800.00
Senior service desk analyst	£800.00	£800.00
Service desk manager	£1,000.00	£1,000.00
Head of service desk	£1,100.00	£1,100.00

Service transition manager

Role level	UK Rate	Offshore Rate
Service acceptance analyst	£1,000.00	£1,000.00
Service readiness analyst	£1,000.00	£1,000.00
Service transition manager	£1,100.00	£1,100.00
Lead service transition manager	£1,200.00	£1,200.00

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Tuesday 2 September 2025
• What the ISO/IEC 27001 doesn’t cover: It does not cover activities outside this scope, such as third-party hosted environments not managed by Cisilion, client-owned systems, or any services delivered without contractual inclusion in the ISMS. The certification does not guarantee immunity from security breaches or cover physical security at client sites. Additionally, it excludes non-IT business processes, marketing activities, and any systems or data outside the Statement of Applicability.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: British Assessment Bureau
• ISO 9001 accreditation date: Tuesday 9 September 2025
• What the ISO 9001 doesn’t cover: It does not extend to activities outside this scope, such as client-owned infrastructure, third-party subcontractor processes not governed by our QMS, or any services delivered without contractual inclusion. Marketing, sales prospecting, and non-operational business functions are excluded.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 625ce49e-bafe-4222-8e24-8f43e5e0dc48
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 17f5ab9f-5b07-4bab-a2a1-458a07801692
• Other security certifications: Yes
• Any other security certifications: Cisco Advanced Security Architecture Specialisation

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

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • 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
  • 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
  • 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
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • 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
  • Volunteering opportunities for staff
  • 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
  • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
  • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  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
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  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
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
  • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
• 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
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits 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
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• 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
  • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
  • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • 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
  • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
  • 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
  • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain

Service documents

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