SCISYS Cloud Application Management and Support Service

An on-demand cloud support service that is designed to provide customers with the assurance of having technical resources to resolve their application issues, when they need it. ITIL® based and ISO 20000 certified. The service is available at OFFICIAL with a handling caveat of SENSITIVE.


  • ISO 20000 certified service provided by UK based staff.
  • Available at OFFICIAL with a handling caveat of SENSITIVE.
  • Transition/on-boarding procedures for take-on of existing applications.
  • Service Desk: 24/7 web portal for logging calls.
  • Rigorous incident and problem management procedures with clear communication.
  • ITIL-aligned processes covering change, release and configuration management.
  • Proactive application management for trend analysis and continuous improvement.
  • Tailored Service Level Agreement providing support when/how you need it.
  • Array of technologies covered including legacy languages and unsupported tools.
  • Full exit process


  • Flexible and tailored to suit your business and applications.
  • Responsive service with good communication providing assurance at all times.
  • Collaborative approach with 3rd party suppliers ensuring seamless service.
  • Application support specialists supplemented by wider team of architects/developers.
  • Single point of contact and clear escalation routes where required.
  • Proactive management to identify issues before they become problems.
  • DevSecOps / Websphere


Planning service Yes
How the planning service works The detail depends on where the customer is at with the adoption of cloud services i.e. whether this is a new service or a legacy service being ported to the cloud but activities will include assessment of user needs, non functional requirements, security issues and other related items. This can take the form of a business case if early in the process or a more detailed plan for the implementation of the service.
Planning service works with specific services No


Training service provided Yes
How the training service works Training approaches will depend on a number of factors including the geographic spread of the customer, the specific cloud service and budget available. Training strategies include

Train the trainer
Training manuals
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 SCISYS works with the customer to understand the user needs, non functional requirements and associated security issues.
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 SCISYS uses a number of industry standard approaches to undertake these services which are customised to the particular needs of the client.

Security testing

Security testing
Security services Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security audit services

Ongoing support

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 SCISYS' cloud hosting and software services support are provided in-line with and certified to ISO 20000-1.

Service scope

Service scope
Service constraints All services are provided by UK based personnel.

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Response times are dependent on severity and will be detailed in the SOF
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 9 to 5 (UK time), Monday to Friday
Web chat support No
Support levels Support levels will depend on various customer parameters and will be detailed in the SOF. SCISYS can provide support up to and including full 24/7/365.


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)


Price £530 to £1300 per person per day
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 pdf document: Modern Slavery statement
Service documents
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