Mastek (UK) Ltd

Level 3 Service Support

Mastek’s Level-3 support provides ITIL and agile based support services for in-house or third party applications. Services cover end-to-end application management, day-to-day operations, end user support, fixes and upgrades. The service includes technical operations, Business Analysis, cloud migrations/ support and service improvements. Mastek also uses DevOps approach for effective support.


  • Incident resolution and request fulfillment within SLA parameters
  • Proactive 24x7 monitoring and near-shore support service of application
  • Agile, adaptable and transparent Service Delivery model
  • Problem Management inclusive of impact Aanlysis, RCA, Testing and Release
  • Thorough investigation of Root Cause Analysis & outcome of Retrospectives
  • Full support for high availability of business critical systems
  • Testing and Transition Support for customers assurance team’s testing operation
  • Structured knowledge management / transition framework to disseminate knowledge
  • Team with strong techno-functional, operational and automation capabilities
  • Strong management and process frameworks, including Prince2, PMP, ITIL


  • Focus towards automation and continuous service improvements
  • Experienced team on DevOps technologies and adaptible to new technologies
  • Restoration of service as per Service Level Agreement
  • Mobility and Quick customer-response, even if the team is distributed
  • Flexible service model available
  • Security Cleared staff as appropriate
  • Efficient Serviceability achieved due to strong SLA Structures


£150 to £1350 per person per day

  • Education pricing available

Service documents

G-Cloud 10


Mastek (UK) Ltd

Jean-Francois Perras



Planning service Yes
How the planning service works We do provide planning services for the implementation of cloud hosting or cloud software as per Buyer's requirements.
Planning service works with specific services No


Training service provided Yes
How the training service works If requested by a Buyer, we'll provide training for cloud software services as per their requirement.
Training is tied to specific services No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works If required we do provide Cloud Migration services to help organisations set up or move between cloud hosting or cloud software services.
Setup or migration service is for specific cloud services No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works Quality Assurance is the foundation of every project phase in Mastek and is aimed at reducing the cost of quality and increasing the predictability of the outcome.
Mastek Test teams engage early and work collaboratively with client stakeholders throughout the project lifecycle promoting Joint-Ownership, Increased transparency and Governance. The Test Management team supported by the TCoE provides Thought Leadership across phases for:

• Test-Approach, Plan and Traceability
• Requirement analysis with Business users
• Dependencies, Risk mitigation and Owners
• Governance and Reporting
• Test Design and analysis
• Defect resolution prioritised based on the level of risk associated.
• Joint analysis of residual risks

For Performance-Testing, Mastek leverages its proprietary framework, TCoE, Performance Testing SME’s and strong partner ecosystem together with a wholly tools agnostic approach.

Performance Testing SME’s work collaboratively to:
• Understand the Application technology stack and associated SLA’s,
• Understand the IaaS, PaaS and SaaS to identify the volumetric model
• Capacity planning and modelling
• Cloud-based Tool assessment and recommendations

Initial Performance benchmarking is undertaken for applications developed and deployed using Agile models for early visibility.
Based on the SLA’s; Load, Soak, Stress and Spike testing is carried out, with detailed analysis of test results.

Security testing

Security testing
Security services No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported Hosting or software provided by a third-party organisation
How the support service works Mastek can fully manage the cloud hosting with passion for technology, we can help organizations of different types and sizes utilize Cloud Services and move their IT infrastructure to Cloud in full, or part. Whether it is Public Cloud or Private Cloud or even a Hybrid version of both with some elements remaining on-Premise

Our cloud services are Secure, Reliable, scalable & Fast.
• Cloud Services includes
• Cloud Servers
• Cloud Management
• Cloud Resource Pool
• Hosted Desktop

Following business benefits can be derived out of Mastek cloud services
• Trade capital expense for variable expense
• Benefit from massive economies of scale
• Stop guessing capacity
Increase speed and agility
• Stop spending money on running and maintaining data centers
• Go global in very short time.

Service scope

Service scope
Service constraints None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Mastek support team normally provides response as quick as possible. It is mainly driven by time (i.e. when the question being asked. Is the question asked during day or at night) and contractual agreement with customer (i.e. Service Level Agreement). For urgent issues we encourage customer to call us for quick turnaround time. This is especially applicable for out of office or weekend support.
e.g. If support time is agreed from 8:00 to 18:00 then resource works in office during this and provides response as quick as possible.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Yes, at an extra cost
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible We are currently in the process of developing a Web Chat support for Buyer's and shall be available for deployment post G-Cloud 9 submission. All the details will be provided in future when requested.
Web chat accessibility testing We have performed web chat testing with support of our internal Assurance & Testing as well as Application Support and Maintenance teams
Support levels Mastek has proven expertise in providing Application Support & Maintenance (ASM) services tailored to the customers need which acts as an interface for end users to resolve their requirements & problems with IT services & get them implemented as quickly as possible. This was achieved through various Service Levels like
• Level 1 (Service desk),
• Level 2 (Application Administration and Business Support) and
• Level 3 (Technical and Software Support) support;
• Alternatively, a single DevOps team, encompassing Level 2 support, Level 3 Software support;

Mastek guarantees cost saving through value added service across various service levels
For Example, About 10% to 30% cost reduction through Level 2 & Level 3 shared service implementation for UK retailer

Mastek ensures experienced, dedicated and diverse team of certified (e.g. ITIL V3) IT professionals with strong application, tools, technical and service operation processes knowledge.
For Examples, DevOps Engineer, Technical account manager, Cloud support engineer, Application Support Analyst etc.


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)


Price £150 to £1350 per person per day
Discount for educational organisations Yes

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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