Solidsoft Reply Ltd

Microsoft Azure Managed Service

Solidsoft Reply can provide a standardized approach to IT Service Management for supporting Microsoft Azure hosted solutions be it IaaS, PaaS or a combination of both. Solidsoft Reply can demonstrate an ITIL v2 and v3 approach to service and support coupled with Prince 2 management.


  • Fully managed 24x7 service desk facility
  • Incident logging by email, telephone or web
  • Guaranteed incident and response service levels
  • Proactive problem management with Continual Service Improvement planning
  • All response engineers are UK based Employees
  • Four levels of service available; Bronze, Silver, Gold and Platinum
  • ITIL-aligned service
  • Annual health checks available
  • Agile support models and full service lifecycle management
  • ISO 9001 & ISO 27001 compliant


  • Provides clear direction and cost of delivery
  • Operational peace of mind
  • Highly skilled and experienced team of technical resources
  • Extremely cost effective
  • Health checks ensure systems are fit for purpose
  • Full monthly or weekly reporting
  • Fully-managed incident management process
  • Reducing risk exposure by robust and effective change management
  • High experience operations team
  • Operational costs are minimised


£800 to £960 a person a day

Service documents


G-Cloud 12

Service ID

2 5 2 6 9 9 8 3 2 6 8 6 3 9 3


Solidsoft Reply Ltd Mark Usher
Telephone: +44 1256 375700


Planning service
How the planning service works
The process for delivering a Managed Service starts with a Managed Service Work Shop. This forms part of the overall package of delivery of the managed service.
Planning service works with specific services
Hosting or software services the planning service works with
  • Microsoft Azure Cloud Based Application
  • Microsoft Azure Cloud Based Intrgration
  • Microsoft Azure Cloud Based BizTalk Server Integration
  • Microsoft Azure IaaS migrated applications


Training service provided
How the training service works
We provide training and knowledge transfer around the solution we have delivered as part of the engagement.
Training is tied to specific services
Services the training service works with
Specific to the services we provide.

Setup and migration

Setup or migration service available
How the setup or migration service works
This is offered as a separate service. Microsoft Azure Cloud Assessment.
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
Solidsoft Reply development is managed under ISO 9001 using a pharmaceutical industry strength Quality Management System used for a number of Government projects. This allows us to provide the buyer with full quality assurance of the solution.

Performance testing is integral to this quality approach and can easily be demonstrated to the buyer.

Security testing

Security services
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
Security testing certifications

Ongoing support

Ongoing support service
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
These are covered under separate G-Cloud services:

Microsoft Azure Managed Service

Microsoft Azure business critical cloud application support

Service scope

Service constraints

User support

Email or online ticketing support
Email or online ticketing
Support response times
The response times are within 1 business hour.

Service Desk (Core Hours) 9am – 5pm 5 days per week, Monday to Friday (excluding English Public Holidays)

Response times outside of these hours is next business day.
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Support levels
Service Desk (Core Hours) 9am – 5pm 5 days per week, Monday to Friday (excluding English Public Holidays)

Out of Hours Support 8am - 9am, 5pm - 8pm 5 days per week, Monday to Friday (excluding English Public Holidays)

Optional Public Holiday Coverage Should this option be chosen, Solidsoft Reply
will provide 24-hour support for all English public holidays that fall within the term of the agreement.

Optional 24 x 7 Managed Service Should this option be chosen, Solidsoft Reply will provide 24-hour support for High/Medium/Low Priority Incidents as determined in the agreement.

Optional Technical Design Authority consultant can be offered within the terms of the Managed Service agreement.

Managed Service Pricing is determined by the individual customer requirement based on the options detailed above.


Supplier type
Not a reseller

Staff security

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


£800 to £960 a person a day
Discount for educational organisations

Service documents