Talk Think Do Limited

Mission Critical Managed Application Support

We ensure your mission critical application is proactively monitored for application availability, application security and application performance and an expert team is on hand to deal with any incidents and technical support requests.
We can provide out of hours cover; with adaptable service design to align to existing support processes.

Features

• Onboarding phase producing Service design with documented support processes
• 'In hours' incident management of mission critical applications within SLAs
• Out of Hours Incident Management providing 24/7 cover
• Application monitoring with proactive alerts ensuring optimum service health
• Calibrated support providing resource to meet the demand
• Offboarding project defining service transition to third parties
• Continuous integration and deployment using DevOps tools and techniques
• Application optimisation enhancing your existing Microsoft Azure cloud environment
• Secure development process using DevSecOps tools and techniques
• GDPR data protection legacy application assessment and remediation.

Benefits

• Customised support processes aligned to your organisations operations
• Experienced technical support teams on hand for incident resolution
• Critical incident resolution 24/7 minimising business impact of issues
• Proactive monitoring to meet service level objectives
• Incident caps assessed providing value for money
• No lock in or additional fees to transition service
• Specialists in Compute and Data cloud workloads on Microsoft Azure
• Cloud-native experts meeting security and performance requirements
• Proven experience with rigorous governance and regulatory environments
• Microsoft Solutions Partner specialising in application modernisation and support

£4,638 a unit

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 g-cloud@talkthinkdo.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

992095161506833

Contact

Matt Hammond
07477002302
g-cloud@talkthinkdo.com

Planning

• Planning service: Yes
• How the planning service works: Our Delivery Team will work together with you to understand the scope and demands of your application, your overall support processes and to agree or recommend an approach to governance, compliance and security. We can help you to define appropriate service level objectives for your application along with any work required to meet these. We will provide a detailed onboarding plan to transition and run your service.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: We support MIcrosoft Azure cloud infrastructures and associated dependencies

Training

• Training service provided: Yes
• How the training service works: We know it’s crucial for the relevant users to understand how to escalate incidents, track their progress, and review the health of the application. We can provide demonstrations/overviews as required to nominated individuals within your organisation, either held in person or virtually, as part of our onboarding process. The training will provide: Demonstrations on how to raise and track an incident through the helpdesk tool; Overview of the agreed SLA’s and how to determine the correct priority by assessing the criticality & impact; Guidance on how to understand the data provided through monitoring tools (to technical teams only)
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We help you define your service level objectives for your business applications, as well as plan and implement the necessary controls to meet them. This can include critical user journey mapping, vulnerability scanning, automated and manual testing. We can provide the full range of quality assurance and performance testing to ensure that each of your business areas are fully satisfied before making changes in production cloud running.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We ensure your application is proactively monitored for availability, security and performance and an expert team is on hand to deal with any incidents and support technical support requests.; We can provide out of hours cover and can adapt our service to dovetail perfectly with your existing support processes and other third parties as required.; We support mission-critical applications running on Microsoft Azure for private and public sector organisations.; The applications that we support are often as a result of our application innovation or legacy application modernisation services, however, we are also happy to support any application.

Service scope

• Service constraints: We offer both ‘in hours’, ‘out of hours’ and 24/7 support depending on the requirements of your business. ; Routine enhancements, in addition to standard engineering activity to maintain your application, can be provided but will be constrained to the agreed budget plus contingency.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We can provide a standard set of SLA's that Incident Management will adhere to, or are able to work to buyer specific SLA's. All SLA's are subject to both Talk Think Do and buyer approval.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We have not conducted testing for users of assistive technology
• Support levels: We provide a Delivery Manager & technical support team. Support packages start from £4,638 exc. VAT plus £6,000 onboarding and increase depending on the ticket cap, level of monitoring and hours of service.

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau - UKAS
• ISO/IEC 27001 accreditation date: 05/04/2022
• What the ISO/IEC 27001 doesn’t cover: Areas out of scope of Talk Think Do’s Management System are as follows:; * US subsidiary
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery

  Fighting climate change

  Fighting Climate Change – policy outcome: effective stewardship of the environment. ; ; We recognise the urgency required to fight climate change and have made, and are committed to delivering, the SME Climate Change Commitment: ; ; - Recognising that climate change poses a threat to the economy, nature and society-at-large, our company commits to take action immediately in order to: ; ; - Halve our greenhouse gas emissions before 2030. ; ; - Achieve net zero emissions before 2050. ; ; - Disclose our progress on a yearly basis. ; ; In doing so, we are proud to be recognised by the United Nations Race to Zero campaign, and join governments, businesses, cities, regions, and universities around the world with the same mission.

  Covid-19 recovery

  Covid-19 Recovery – policy outcome: helping local communities to manage and recover from the impact of COVID-19. ; ; COVID-19 has accelerated the growth in demand for digital services. This has highlighted the significant, and growing, digital skills gap. We see a huge opportunity for home-grown talent to help fill this gap and contribute to the economy. We are working closely with local schools, as Enterprise Advisors, to help them deliver their careers programmes. We offer work experience and are involved in promoting work experience to other businesses. ; ; We have a structured career path for our technical skills supporting staff at the start of their careers with training and support to help us grow digital talent. Through our engagement with younger people, we are actively working to encourage young people into the industry. ; ; The pace of technical change is relentless and we also recognise the difficulties that academic staff have in keeping their computing curriculums relevant, so we are also working to engage with local schools’ computing faculties to support them with industry-relevant guidance.

Pricing

• Price: £4,638 a unit
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 g-cloud@talkthinkdo.com. Tell them what format you need. It will help if you say what assistive technology you use.