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Idox Software Limited

Cloud GIS Open Source Support Services (a thinkWhere service)

Open Source Geo Technical Support Plans specifically designed to assist those using QGIS, QField, PostGIS, GeoServer, MapProxy or OpenLayers. Our team of experienced technical specialists are on hand to quickly answer your queries and resolve issues via our dedicated Service Desk. Consultancy days and training discounts included in some plans.


  • High quality advice and support from ISO9001 certified geospatial consultancy
  • On-demand access to specialists in Open Source GIS technologies
  • Various packages available to support your business needs and budget
  • Support available via our online Service Desk, phone or e-mail
  • Additional guidance available via our online Knowledge Base
  • Fully managed SLA with standard response and resolution times
  • Options to use your support package allowance as consultancy days
  • Training offers and other discounts included in some plans
  • Regular usage monitoring and reporting


  • Timely access to advice and issue resolution, saving valuable time
  • Complete flexibility: support for the full range of technologies covered
  • Supports business innovation through wider adoption of Open Source technologies
  • Maximize return on investment through improved access to geographic information


£550 a unit a day

Service documents

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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.


G-Cloud 13

Service ID

9 4 9 0 6 3 3 7 3 0 3 3 0 9 9


Idox Software Limited
Telephone: 0333 011 1200


Planning service
How the planning service works
Through a consultation process
Planning service works with specific services


Training service provided
How the training service works
We provide training on core Open Source geospatial technologies such as PostgreSQL, PostGIS, QGIS and consultancy-based training and mentoring services on MapProxy, GeoServer and OpenLayers to enable the provision of cloud GIS services and solutions. In addition we also provide training on thinkWhere's own cloud product range (Location Centre, groundMapper and theMapCloud). Training courses can be from our standard portfolio or developed as bespoke courses for individual customers.
Training is tied to specific services

Setup and migration

Setup or migration service available
How the setup or migration service works
Through a consultation process
Setup or migration service is for specific cloud services

Quality assurance and performance testing

Quality assurance and performance testing service
How the quality assurance and performance testing works
We have a standard procedure for the delivery of support services through our ISO9001:2015 Quality Management System. For our support services, we always seek feedback from customers. e.g. following the closure of each individual support case. Using this feedback we review our services to identify potential improvements and implement the required action as necessary. We review our knowledge base materials on a regular basis and ensure it is updated and expanded as required.

Security testing

Security services

Ongoing support

Ongoing support service
Types of service supported
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
In addition to our support packages we provide training on core Open Source technologies such as PostgreSQL, PostGIS, GeoServer and OpenLayers to enable the provision of Cloud GIS services and solutions. In addition, we also provide training in QGIS/QGIS Roam to help customers establish a full suite of geospatial capabilities. We also provide a fully managed suite of Cloud GIS Platform and Data Services as well as Cloud GIS business applications. We provide a fully managed service desk and standard SLA.

Service scope

Service constraints
Support services are generally delivered remotely. Where support or consultancy is required on-site, travel and expenses are charged at cost.

User support

Email or online ticketing support
Email or online ticketing
Support response times
We provide a monitored Service Desk available from 08:30 to 17:30 Monday to Friday with the exception of Christmas Day, Boxing Day and New Year’s Day public holidays. Our target response time in within 1 hour during these times. A case number and a priority will be allocated to the call by a member of our Service Desk and a target resolution date will be set according to call priority, as detailed in our Service Level Agreement.
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
Support levels
There are various levels of plans available : Bronze, Silver, Gold and Platinum packages, providing access to our Service Desk / Service Team. Technical Support plans are inclusive of technical support for one or more of the following Open Source technologies : QGIS, QField, PostGIS, Openlayers, MapProxy or GeoServer.


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
QMS International Ltd
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Certification covers all functions and services of Idox Software Ltd.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Social Value

Fighting climate change

Fighting climate change

Idox has adopted the metrics set out in the 3 scopes of the Greenhouse Gas Protocol. We have a target to achieve net zero carbon emissions for these scopes by 2040 by eliminating, reducing or offsetting carbon emissions.

In Scope 1: we will eliminate all equipment in offices which produce direct emissions and replace these with energy efficient, electric alternatives. We will eliminate emissions from company owned vehicles by replacing these with electric alternatives.

In Scope 2: we will reduce electricity usage through Energy Savings Opportunity Scheme audits and will eliminate the purchase of electricity which does not come from renewable sources.

In Scope 3: we will reduce business travel through remote working and on line collaboration tools. We will eliminate travel by private vehicles which produce emissions and we will offset emissions from public transport used for business travel and from hotel stays either by choosing operators offering direct offset or by engaging in a compensating carbon offset programme. We will eliminate waste by removing single use plastic products and reduce waste from our offices by ensuring effective recycling of waste, including paper and will offset any non-recyclable waste by engaging in a compensating carbon offset programme. We will eliminate waste from surplus equipment by passing this on for re-use in support of our social contribution wherever possible, where this is not possible we will reduce waste by fully recycling the equipment and we will offset residual emissions in a compensating carbon offset programme.

We are strengthening Idox’s performance as an all-round responsible business that makes a valuable contribution to society, has good governance embedded in its culture and processes, and is on target to achieve net zero carbon emissions.

Our gross GHG emissions of CO2 (tCO 2e) are reported yearly in our published Annual Report.
Tackling economic inequality

Tackling economic inequality

Idox is focused on building a sustainable business that will benefit its customers, employees, shareholders, wider society and the environment. We take our environmental, social and governance (ESG) responsibilities very seriously. We have implemented substantial changes across our business to create a more diverse, transparent and sustainable business. In future, we will do more to measure and drive our performance.

How we will deliver social and economic benefits to Buyers and the wider community: We will address the social value requirements and the delivery of social and economic benefits to Buyers and their communities on a contract by contract basis. We understand that social value forms part of contract commitments to our public sector Buyers. We work collaboratively with customers to support the specific targets and outcomes that are a priority with their boundaries.

Examples of social value we can deliver to our Buyers: We can: facilitate skills workshops; make financial donations to fund places on training courses, fund community projects that work to tackle economic inequality, reduce the digital skills gap and create training opportunities for those who face barriers to employment and/or who are located in deprived areas, and support educational attainment; donate used IT equipment to VCSEs to support people in deprived areas; provide work experience placements in some localities.

We have a robust social value process and methodology which includes an annual review meeting where we can review our social value delivery performance with the Buyer. This annual review ensures we can understand the customer’s priorities and set appropriate targets for the year ahead, and continuously improve how we deliver social value, based on customer and community feedback and collaboration.
Equal opportunity

Equal opportunity

Diversity, Equality and Inclusion (DEI) are more than just words for us. They’re the hard-and-fast principles guiding how we build our teams, cultivate leaders and create a company that’s the right fit for every person inside of it. Our values and culture underpin our commitment to putting our people first.

At Idox we foster both a top-down and grassroots approach where we strive to create workplaces that reflect the communities we serve, and where everyone feels empowered to bring their full, authentic self to work.

Our guidance to our employees and suppliers concerned with recruitment, training, promotion and service delivery is outlined in our Equality and Diversity Policy which covers our responsibilities under the Equalities Act and how we deliver them. We are happy to provide a full copy of the policy upon request.

Idox has established clear goals to get to a gender balanced workforce by 2027. In order to tackle the issue of under representation in leadership, Idox is particularly focused on increasing the proportion of women in the people-leader tiers of the business to both correlate with the gender ratio of the company in general and to support the overall reduction of the gender pay gap specifically.

Our policies and initiatives that support Diversity, Equality and Inclusion include: Flexible working policy; Family friendly policies; Idox Elevate - a programme sponsored by Idox plc board members, committed to championing a truly inclusive culture; Pay Gap reporting - We publish our gender pay gap report annually on our website; Fair Pay - Idox is an accredited Living Wage Employer.


£550 a unit a day
Discount for educational organisations

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.