Resolvercouk Limited

Resolver Complaints data - Reporter

A data portal presenting Resolver data to public service organisations, at sector and individual organisation level, for market intelligence, competition analysis, trading standards, policy making and informed decision making.

Features

  • Full access to Resolver Complaints data for market analysis
  • Cloud based MI portal and data updated every 24 hours
  • Unlimited users
  • Reporting of volumes, escalations, response times and consumer profiles
  • Reporting of emotion, satisfaction, customer effort and NPS
  • Reporting of organisations, issue, key-words and service types by sector
  • Privacy shield AWS, back-up, puppet automation, replication in second data-centre

Benefits

  • Cost reduction, customer insight, process improvement, severity levels, digital inclusion
  • Real time management information on complaints via portal
  • Benchmarking of market data across government and private sectors
  • Stand alone or integrate with existing systems
  • License to derive and share insight based on Resolver data
  • Full audit trail

Pricing

£500 per user per month

Service documents

G-Cloud 10

445275028087664

Resolvercouk Limited

Mark Bailey

020 7403 2849

gcloud@resolvergroup.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No
System requirements Ideally browsers and email systems under support <10 years old

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 24 hours
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support No
Support levels Standard service is 2nd line with power admin users in accounts dealing with day to day issues and setting up users, etc.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started The service is very intuitive with online notes. Training is available on a SFIA rates basis.
Service documentation No
End-of-contract data extraction The system contains only Resolver data
End-of-contract process Access to the portal and associated data ceases.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None - the application is fully responsive
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing None
API Yes
What users can and can't do using the API Pull Resolver data into other systems
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available No

Scaling

Scaling
Independence of resources We monitor day to day traffic and regularly load test to ensure sufficient capacity to support peaks in service usage. Autoscaling to support rapid deployment of additional processing capability

Analytics

Analytics
Service usage metrics Yes
Metrics types Case files: number date time device operating system escalation
Users: location socioeconomic group emotion (explicit) emotion
(implicit) customer satisfaction (at closure) NPS organisation name service types and sub types

Service availability
Reporting types
  • API access
  • Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations EU-US Privacy Shield agreement locations
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach It is Resolver data but may be downloaded from the portal
Data export formats
  • CSV
  • ODF
Data import formats Other
Other data import formats Not applicable as data is coming from the service

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks The buyer accesses the data in our network
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Availability below (such percentages being measured as an average over a monthly period)
Monthly fees
99.5% 2%
99% 4%
98% 10%
95% 15%
90% or below 20%
Approach to resilience Snapshot backup; daily backup to a different data centre >1500km away; Puppet automation
Outage reporting No historical outages over 50 minutes (including maintenance); service unavailable page would be posted if > 60 minutes downtime
A third party service - Pingdom is used, providing a public dashboard

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels User name and password log on to MI portal, with roles defined at user level.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Working towards ISO 27001. Cyber essentials in place
Information security policies and processes All staff are vetted
Full company security policy signed by all employees

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Configuration is managed by a centralised automation server. Change management statements are documented in the FreshService service desk
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach We have an annual IT HealthCheck, we use tools to check code for vulnerability during development and prior to deployment and we are using a third party "bug hunter" service. Code patches are deployed within 1 - 5 days depending on severity of issue. Servers regularly rebuilt using the latest patches using our automation server.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We dummy users in the service to allow detection of nefarious activity
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Any incident would be reported and investigated through the service desk. This is configurable depending on specific customer requirements

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £500 per user per month
Discount for educational organisations No
Free trial available 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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