On Direct Business Services Limited

Cloud Direct Server Support

Cloud Directs Server Support service takes away the management of your servers, allowing you to focus on your business. We offer a flexible support service with protection up to the operating system and beyond. Our Support team are quick to resolve issues and are loved by our customers.


  • Dedicated Account Manager
  • Multiple levels of support; pick the one for your business
  • Full incident management from notification to resolution
  • Flexible SLA’s to match business requirements
  • Server Monitoring included
  • Call, email, LiveChat or use PROVIDE, our customer portal
  • Escalation processes, SLA target responses, Net Promoter Score rating 75%


  • Predictable IT spend with fixed cost support packages
  • 24x7 Support available
  • Quicker resolution with documented SLA response times
  • Access to highly skilled knowledge pool
  • Focus your IT resource on other projects; use our support
  • Supports your IT team while their knowledge grows
  • Contact our team in whichever way you prefer most
  • Named contact; don't explain your case each time you contact
  • We take support seriously; we're externally accredited for ISO 20000


£50 per device

Service documents

G-Cloud 11


On Direct Business Services Limited

George Swindale

0800 0315 966



Planning service Yes
How the planning service works This is not included as part of our Server Support Services. We can provide Project and Consultancy Services to help with planning a move or upgrade including any particular configuration needs. These projects are fully scoped and chargeable.
Planning service works with specific services No


Training service provided Yes
How the training service works We do provide training but this is outside of our Support Services. Training is chargeable based on an agreed scope.
Training is tied to specific services Yes
Services the training service works with Any Products or Services Cloud Direct offer.

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works This is not included as part of our Server Support Services. We can provide Project Services to help with setup and migration of current systems. These projects are fully scoped and chargeable.
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 We use Net Promoter Score to get feedback on support interactions. Any feedback and negative scores are acted upon to ensure you have access to the highest quality support services. Customers are also allocated an account manager so they have a champion within Cloud Direct.

Security testing

Security testing
Security services Yes
Security services type
  • Security incident management
  • Other
Other security services
  • Managed Anti Virus Service
  • Firewall Service

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 Any product or service purchased from Cloud Direct comes with a documented SLA, please ask for further details.

Service scope

Service scope
Service constraints Our support services are for remote support only. Onsite support can be provided at additional cost.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times See SLA document.
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 Web chat
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 Web Chat is provided by a third-party service called LiveChat. It is a text-only service.
Web chat accessibility testing N/A
Support levels Flexible support levels available; Our support base offering comes with 8am until 6pm (GMT) support but for additional cost we can cover 7am until 7pm or full 24 hour support. Please see price list and SLA for full details.

Every Cloud Direct customer has a dedicated account manager and access to our support team where we have a triage service putting you through to experts across multiple disciplines including Azure Services, Modern Office, Security, Networking and many more. Please speak to us for further details.


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)


Price £50 per device
Discount for educational organisations No

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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