ROCKTIME LIMITED

verso™ Council Facilities Booking Platform – Sports Halls and Meeting Rooms

verso™ Council Online Appointment Booking is a secure, cloud-based SaaS platform enabling local authorities to manage citizen bookings digitally. Supporting volunteer scheduling, sports facilities, garden waste, bin collections, pest control and service appointments. Automated scheduling, notifications and reporting reduce administration, improve customer experience and increase operational efficiency across multiple services.

Features

• Online self-service booking: Citizens book appointments anytime.
• Multi-service scheduling: Supports multiple council services.
• Availability management: Controls capacity and staff resources.
• Automated confirmations: Email and SMS reminders sent automatically.
• Calendar integration: Syncs with staff schedules.
• Configurable booking rules: Applies service-specific eligibility and limits.
• Payment processing: Collects fees securely during booking.
• Accessibility compliance: Supports WCAG accessibility standards.
• Audit trail logging: Full activity history supports audits and accountability.
• Management reporting: Tracks demand, utilisation and performance.

Benefits

• Reduces call volumes: Shifts demand to self-service.
• Improves customer experience: Faster, convenient booking.
• Increases operational efficiency: Automates scheduling tasks.
• Reduces missed appointments: Automated reminders improve attendance.
• Optimises capacity: Better utilisation of staff resources.
• Improves data accuracy: Reduces manual entry errors.
• Supports accessibility compliance: Inclusive digital services.
• Improves service visibility: Real-time demand insights.
• Scales easily: Supports growing service demand.
• Reduces administration costs: Less manual processing.

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at rtsales@rocktime.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

157590419195256

Contact

Alex McCreath
01202 678777
rtsales@rocktime.co.uk

About your service

• Service categories:

  Application Development and Deployment

  Application platforms

  • Model driven application platforms
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: There are no constraints.
• System requirements:
  • API for integration with legacy software (optional)
  • Payment Gateway platform with developer access

User support

• Email or online ticketing support: Yes
• Support response times: Response Times Our response times for each support issue raised during normal working hours are as follows: • Priority Level 1: Within 36 hours • Priority Level 2: Within 50 hours • Priority Level 3: Within 1 Week • Priority Level 4: Updates applied every 6 months (unless critical)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The support types are prioritised according to potential business impact and are identified as follows: ; Priority Level 1 • Critical bug fixes (errors that prevent the site from functioning) • Payment platform (errors that prevent the site from functioning) • Server Diagnosis (if on Rocktime Hosting) NOTE: Out of hours fall into next working day.; Priority Level 2 • Minor Bug fixes • Validation issues • JavaScript issues Priority Level 3 • Simple text changes (for static content) • Graphical amendments (for static content) • Minor usability changes • Simple programming changes • Browser compatibility issues (for static content) for past and / or future browsers • Minor layup alterations (for static content) ; Priority Level 4 • Core updates • Module updates (core and control panel) • Security updates Each support issue will have a ‘ticket’ raised and the appropriate resolution/work will be scheduled within our standard work schedule and communicated to the client. ; Our response times for support issues raised during normal working hours are as follows: • Priority Level 1: Within 1 hour • Priority Level 2: Within 4 hours • Priority Level 3: Within 20 hours • Priority Level 4: Updates applied every 6 months (unless critical)
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Stakeholder engagement from the outset. Full scoping exercise with the involvement of all parties. Clear deliverables with milestone objectives. Agreed account and project management meetings with appropriate forms of communication through the entire delivery process.; Tailored training programme with identified system users delivered virtually; one to one and one to many with option for train the trainer.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All data is held in an Ms SQL database. All data will be extracted by Rocktime and sent to the user as a Ms SQL database or CSV file upon request at the end of the contract.
• End-of-contract process: Rocktime has a documented process for onboarding and offboarding clients using Verso. This includes extracting client data from Verso and ensuring all API links are closed and any other associated services. Any developer time required for this process will be quoted for depending on the client system configuration.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: N/A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Verso uses a fluid design, all content will be displayed on mobile, tablet and desktop variants using a responsive framework.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Full officer dashboard functions to manage all aspects of the software and the licensing process.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Fully tested against a range of desktop, mobile and tablet based devices using Windows, IOS and Android operating systems
• API: Yes
• What users can and can't do using the API: Rocktime provides access to an API with instructions on how to connect to all held data and/ or the ability to push data into Verso where appropriate. There are no limitations other than those set by the data types themselves.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: During the initial configuration process the software will be customised for: Branding, Questioning process, Workflow & Business logic, Application workload management, User groups & Access (User Admin Editable)

Scaling

• Independence of resources: Dedicated cloud hosted solution accounts for user level activity to maintain performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Dashboard and reporting
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Data can be exported via API or .CSV
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The Verso platform is designed to provide a resilient, reliable service suitable for use in UK local authority and public-sector environments. Rocktime guarantees 99.9% service availability, measured on a monthly basis, in accordance with the Service Level Agreement (SLA).; ; The platform is hosted within a secure, UK-based cloud infrastructure and utilises high-availability architecture, including redundancy across core services, automated failover, and continuous system monitoring. These measures are designed to minimise service disruption and ensure continuity of service.; ; Availability is monitored 24/7 using automated monitoring tools, with defined alerting and incident management procedures in place. In the event of a service interruption, incidents are categorised, prioritised, and resolved in line with agreed response and resolution targets.; ; Planned maintenance is scheduled outside of normal business hours wherever possible and is communicated to customers in advance. Scheduled maintenance windows and events outside Rocktime’s reasonable control are excluded from availability calculations.; ; Service availability commitments, incident response targets, and service credits (where applicable) are formally defined within the SLA provided to contracting authorities.
• Approach to resilience: Information available on request
• Outage reporting: Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: 2-factor authentication; Public key authentication (including by TLS client certificate); Dashboard can be locked down to users IP range
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Rocktime follows security policies and procedures according to ISO 27001
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Verso has has a release cycle for upgrades and changes, the implementation of which is managed under ISO 9001:2015 & ISO 27001:2022
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: In accordance with ISO 27001:2022 approach for managing vulnerabilities according to: Timely identification of vulnerabilities - Early vulnerability discovery, offers quicker resolution, and ability to warn clients about the situation, decreasing the opportunity window a potential attacker may have. Assessment of Rocktime's exposure to a vulnerability. - Rocktime will risk assess to identify and prioritise those vulnerabilities that are more critical to our own or our clients assets and business. Proper measures considering the associated risks - plan actions and allocate resources to deal with risks accordingly. Threat updates from OWASP via the NCSC and CISA.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Rocktime conforms to ISO 27001:2022 using active monitoring solutions a requirement for logging and monitoring. This includes Event Logging, Protection of log information, Administrator and operator logs and clock synchronization. Launch of investigation upon notification of potential compromise. Immediate response to incident. Report findings and actions to mitigate future incidents.
• Incident management type: Supplier-defined controls
• Incident management approach: Rocktime conforms to ISO 27001:2017 incident management clauses that include: 5.1 — Leadership and commitment 7.2 — Competency 5.3 — Organizational roles, responsibilities and authorities A.16.1.1 — Responsibilities and procedures A.16.1.4 — Assessment of and decision on information security events A.16.1.5 — Response to information security incidents A.16.1.6 — Learning from information security incidents
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 1.5%
• Between £1,000,001 and £2,500,000: 1.8%
• Between £2,500,001 and £5,000,000: 2.1%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Amtivo formerly known as British Assessment Bureau
• ISO/IEC 27001 accreditation date: Monday 3 February 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Amtivo formerly known as British Assessment Bureau
• ISO 9001 accreditation date: Monday 3 February 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SAQ D Self Assessment
• PCI DSS accreditation date: Tuesday 18 November 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 9b60235d-1ff0-42a0-b133-a00d279b109d
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at rtsales@rocktime.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.