CLOUD APPLICATION SERVICES LTD

Application Support and Maintenance for Buyer-Hosted Systems

Delivering specialist application-level support for existing systems. The service focuses on ensuring system stability, availability, and effective operation.
Typical use cases include legacy or bespoke systems operating within secure government networks.
Includes Microsoft ASP.NET systems.
Support is provided with ITIL Service Management standards in mind.
Managed using Prince2 like processes.

Features

• Application support and fault diagnosis
• Incident and problem management
• Enhancements and configuration changes
• Release and deployment support (in coordination with the hosting provider)
• Performance investigation at application level
• User support and operational assistance
• Technical liaison with buyer teams and third-party hosting providers
• Bug fixing and corrective maintenance

Benefits

• Specialist application support for buyer-hosted government systems
• No hosting required; buyer retains full infrastructure control
• Faster incident resolution through application-level expertise
• Improved system stability and operational reliability
• Reduced operational risk through proactive maintenance
• Clear separation of application and infrastructure responsibilities
• Supports secure, restricted government network environments
• Flexible support model aligned to operational demand
• Cost-effective support without unnecessary platform services
• Effective collaboration with buyer and third-party hosting teams

Service documents

• Pricing document

  PDF

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

Framework

G-Cloud 15

Service ID

977632097352602

Contact

Niall Curran
+442895926001
info@cloudapplicationservices.com

About the service

• Service categories:
  • Cloud Support Services
    • Ongoing Support
      • Product support capabilities
        • Product support capabilities
      • Logging and management of incidents
        • Logging and management of incidents
      • Reporting and proactive results analysis
        • Reporting and proactive results analysis
      • Other
        • Other

Service scope

• Service constraints: The service does not include hosting, cloud infrastructure, or platform management.; Support is limited to the application layer of the supported system.; Access to systems is subject to buyer security approvals and policies.; Resolution times may depend on availability of buyer or third-party infrastructure.; Changes requiring infrastructure modification must be delivered by the hosting provider.; Service hours and response times are defined by the agreed support arrangement.; The service relies on timely information and cooperation from buyer stakeholders.

User support

• Email or online ticketing support: Yes
• Support response times: Incidents, service requests, and questions are logged, tracked, and managed through agreed support channels to ensure visibility, prioritisation, and auditability. Initial response times are agreed with the buyer as part of the support arrangement. Typical response times range from same business day for standard requests to priority-based responses for incidents. Urgent or critical issues can be escalated through agreed escalation routes. Response times may be dependent on:; Severity and impact of the issue; Service hours agreed with the buyer; Availability of buyer or third-party hosting providers
• 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: Support levels; ; The service offers flexible support levels aligned to buyer operational needs.; ; Standard Support provides application-level support during agreed business hours. This includes incident handling, fault diagnosis, bug fixes, and minor changes. Support is delivered via email and an online ticketing system.; ; Enhanced Support extends coverage through increased service hours and prioritised response for higher-impact incidents. This level is suitable for business-critical systems requiring faster response and closer operational oversight.; ; Critical Support is available for systems requiring out-of-hours or on-call coverage, subject to agreement. This includes rapid response for high-severity incidents and coordinated resolution with buyer teams and third-party hosting providers.; Costs; ; Support is priced on a transparent basis, typically using:; ; Fixed monthly support fees by support level, or; ; Time-and-materials rates for ad-hoc or variable demand; ; Pricing is agreed with the buyer based on service hours, response targets, and system complexity.; Account management and technical support; ; Each buyer is provided with a named Technical Support Engineer responsible for day-to-day support delivery.; A Technical Account Manager can be provided for enhanced or critical support levels to oversee service performance, coordination, and escalation.

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Pricing

• Discount for educational organisations: No

IT operations roles

Application operations engineer

Role level	UK Rate	Offshore Rate
Application operations engineer	£750.00
Senior application operations engineer	£925.00

Business relationship manager

Role level	UK Rate	Offshore Rate
Business relationship manager	£750.00
Senior business relationship manager	£925.00

IT service manager

Role level	UK Rate	Offshore Rate
IT service manager	£925.00
Senior IT service manager	£1,250.00

Product and delivery roles

Delivery manager

Role level	UK Rate	Offshore Rate
Senior delivery manager	£1,250.00

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Tuesday 17 March 2026
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: Provided
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

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
  • 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
  • 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
  • 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
  • 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
  • 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

  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

  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

  • 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
  • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
• 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.

  • 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: 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 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

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Understanding of issues relating to entering the contract workforce
• 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 barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Pricing document

  PDF

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