Modern Workplace Cloud Support & Optimisation Services
Modern Workplace Cloud Support & Optimisation Services provide people-led, on-demand support for buyer-owned Modern Workplace SaaS platforms. The service delivers specialist operational support, tenant optimisation, security hardening, and remediation activities under a shared responsibility model, enabling organisations to enhance, stabilise, or evolve their M365 environments without a fully-managed service commitment.
Features
- L2 and L3 cloud support services
- Tenant configuration and optimisation
- Security and compliance hardening
- Change, incident and problem management
- Onboarding and offboarding support
- Conditional access and identity tuning
- Security posture reviews and reporting
- SharePoint and collaboration support
- Audit and compliance readiness support
- SFIA-aligned specialist resources
Benefits
- Flexible engagement model
- No requirement for per-user commitment
- Rapid access to specialist expertise
- Improves security and compliance maturity
- Supports transformation and stabilisation
- Scales support effort on demand
- Reduces operational risk
- Enables informed future service decisions
- Complements existing in-house teams
- Suitable for direct award engagements
Pricing
- Education pricing available
Service documents
Request an accessible format
Framework
G-Cloud 15
Service ID
9 5 5 6 5 4 9 2 6 9 2 4 2 2 8
Contact
CENTERPRISE INTERNATIONAL LIMITED
Tenders Team
Telephone: 01256 378 000
Email: tendersteam@centerprise.co.uk
About your service
- Service categories
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Cloud Support Services
Managed Cloud
Managed Public cloud
- Managed Public SaaS/PaaS
- Application management
Service scope
- Service constraints
- This service provides people-led cloud support and optimisation for buyer-owned Modern Workplace SaaS platforms and is delivered primarily through remote support. The service does not include the provision of software licences, cloud hosting, or underlying infrastructure management. Support activities are limited to agreed applications and configurations within the buyer’s tenant and operate under a shared responsibility model. Complex development, large-scale data migration, or bespoke integration work is delivered as a separate project if required. On-site support is not included as standard but may be provided as an optional, chargeable service by prior agreement.
User support
- Email or online ticketing support
- Yes
- Support response times
- These SLAs are applicable, but out-of-business hours, telephone support should be used. Incident Response and Resolution Incident Management Priority 1 Priority 2 Priority 3 Priority 4 Response Time 15 Mins 30 Mins 30 Mins 30 Mins Target Resolution 4 Hrs 8 Hrs 16 Hrs. 5 Days
- 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
-
The service is delivered through tiered cloud support levels aligned to ITIL practices, providing access to experienced Modern Workplace and Microsoft 365 specialists. Support includes L2 and L3 technical assistance covering incident, change, and problem management for buyer-owned SaaS platforms. All support is delivered remotely via the Centerprise Service Desk, with defined escalation paths to senior cloud engineers and subject-matter experts.
Support is priced on a transparent, people-based model using SFIA-aligned day rates, with optional retained support hours available for customers requiring predictable ongoing engagement. Costs vary depending on the level of expertise required, duration of engagement, and service scope. No per-user or licence-based charges apply to this service.
Customers are supported by named cloud support engineers, with access to a Service Delivery Manager for service governance, reporting, and continuous improvement. A dedicated Technical Account Manager can be provided as an optional, chargeable enhancement where required.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Developed Vetting (DV)
Pricing
- Discount for educational organisations
- Yes
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate network architect | £525.00 | |
| Network architect | £695.00 | |
| Lead network architect | £825.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate solution architect | £525.00 | |
| Solution architect | £695.00 | |
| Lead solution architect | £825.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate technical architect | £525.00 | |
| Technical architect | £695.00 | |
| Lead technical architect | £825.00 |
Cyber security roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security governance and risk manager | £695.00 | |
| Lead cyber security governance and risk manager | £825.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber incident response | £695.00 | |
| Lead cyber security incident response | £825.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security secure systems architecture and design | £695.00 | |
| Lead cyber security secure systems architecture and design | £825.00 |
IT operations roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| IT service manager | £695.00 | |
| Head of IT service management | £825.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Incident manager | £695.00 | |
| Major incident manager | £825.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate infrastructure engineer | £435.00 | |
| Infrastructure engineer | £525.00 | |
| Lead infrastructure engineer | £695.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service transition manager | £695.00 | |
| Lead service transition manager | £825.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Business analyst | £695.00 | |
| Lead business analyst | £825.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £695.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- ISOOQAR
- ISO/IEC 27001 accreditation date
- Monday 10 June 2024
- What the ISO/IEC 27001 doesn’t cover
- N/a
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- Yes
- Who accredited the ISO 9001 certification
- ISOQAR
- ISO 9001 accreditation date
- Thursday 20 April 2023
- What the ISO 9001 doesn’t cover
- N/a
- Quality management systems (QMS)
- Yes
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- Security Metrics
- PCI DSS accreditation date
- Wednesday 5 November 2025
- What the PCI DSS doesn’t cover
- N/a
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- D96b5015-69ba-4b1e-98cd-f228d80ba12f
- Cyber essentials plus
- Yes
- Please provide your Cyber Essentials Plus Certificate Number
- Ae2ef03f-bd6e-4405-9ace-237c365676d6
- Other security certifications
- No
Social value
- Section B - Commitment for Future: Delivery
-
-
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
- 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
- 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
-
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
- Plans for positive actions with community groups.
-
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
-
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
-