Rocktime Ltd

Pest Control Booking Platform

Rocktime's verso™ Pest Control Booking Software can be used as a stand alone system or fully integrated to support citizens booking appointments and paying for pest control, tailored to mirror and improve local authority internal processes with intelligent workflows.

Features

• Multi-business unit access
• Manage bookings and treatments through a single booking engine
• Control of visits and specific pests
• Data validation on multi-user workflow functions
• Full student progression records
• Intelligent management of pest team area assignment
• Integration with CRM, EDRMS and legacy software
• Parent permissions with authorisation process
• Management reports function
• Child/parent account separation with carried over history

Benefits

• Empowering LA officers informed decisions as part of enforcement tasks
• Full automation of bookings and payments
• Intuitive web based portal for registration, booking and account access
• Multi-user dashboard access with workload and workflow management
• Rapid deployment
• Compliant with CESG Architectural Pattern No. 10
• Full integration allows data sharing with legacy platforms
• Address validation and DBS Checking
• Fully configurable branding and style
• Browser based front end and control panel for mobile access

£15,000 to £35,000 an instance

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 13

Service ID

315448977435994

Contact

Alex McCreath
01202 678777
rtsales@rocktime.co.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Verso can be fully integrated with most legacy software. Common integrators include Idox™ Uniform, Civica™ APP or NEC Assure.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: No
• System requirements:
  • API for integration with legacy software (optional)
  • Gazetteer for UPRN lookup
  • Payment Gateway platform with developer access

User support

• Email or online ticketing support: Email or online ticketing
• Support 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 2.1 AA or EN 301 549
• 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); • Ecommerce (errors that prevent the site from functioning); • Payment platform (errors that prevent the site from functioning); • Server Diagnosis (if on Rocktime Hosting); ; 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 36 hours; • Priority Level 2: Within 50 hours; • Priority Level 3: Within 1 Week; • Priority Level 4: Updates applied every 6 months (unless critical)
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Rocktime's ethos is to build partnerships with our clients to ensure the best possible outcomes. This involves scoping and stakeholder workgroups at the onset and regular account and project management meetings with the client during the delivery process.; ; Full training is supplied onsite on a one-to-one or one-to-many basis, ongoing training support is via telephone or screen share facilities.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All data is held in a SQL database or if integrated, within the users systems. All data will be extracted by Rocktime and sent to the user in their prefered format at the end of the contract.
• End-of-contract process: Rocktime have a documented process for onboarding and offboarding clients using verso this includes extracting client data from verso and ensuring all API links are closed. ; ; Any developer time required for this process will be quoted for depending on the client configuration.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• 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 2.1 AA or EN 301 549
• Description of service interface: Full officer dashboard functions to manage all aspects of the software and the booking process
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• 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:
  • HTML
  • 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: Each client will have their own iteration of the system

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

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: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Updates will be carried out on request by the client according to the following summary of services:; ; Option 1:; Telephone and email support service during standard working hours and evenings; Email support service during evenings; Site Monitoring ; Response Times; Priority Level 1; Within 24 hours; Priority Level 2; Within 50 hours; ; Option 2:; Telephone and email support service during standard working hours; Email support service during evenings; Site Monitoring (tests every 5 mins); Response Times; Priority Level 1; Within 18 hours; Priority Level 2; Within 50 hours; Option 3:; Telephone and email support service during standard working hours; Email support service during evenings and weekends; Site Monitoring ; Response Times; Priority Level 1; Within 12 hours 24/7; Priority Level 2; Within 40 hours; ; Option 4 - Critical:; Telephone and email support service during standard working hours; Email support service during evenings and weekends; Site Monitoring; Response Times; Priority Level 1; Within 4 hours 24/7; Priority Level 2; Within 24 hours; ; Note: These are response times for incident notification; they are not times for incident resolution.
• Approach to resilience: Information available on request.
• Outage reporting: Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Verso's control panel utilises role based permissions, so staff and admin user functionality is defined by the users individual login permissions.; ; Support functions are limited to named persons within the organisations who will either email or provide authentication when using telephone support
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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: No audit information available
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: The British Assessment Bureau (UKAS accredited)
• ISO/IEC 27001 accreditation date: 08/03/2020
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: CESG Architectural Pattern No. 10

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: Our systems and services are compliant with ISO 27001:2017

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 27001:2017
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: In accordance with ISO 27001:2017 Rocktime's approach for managing vulnerabilities is as follows; ; Timely identification of vulnerabilities - The sooner we discover a vulnerability, the more time we will have to correct it, or at least to warn the 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.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Rocktime conforms to ISO 27001:2017 requirements for logging and monitoring. ; ; This includes Event Logging, Protection of log information, Administrator and operator logs and clock synchronization.
• 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: 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

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

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  The company actively promotes initiatives that reduce its carbon footprint whether this is through reduction/ removal of print material through to transportation and power usage. These include (but are not limited to) within the workplace as well as in the home:; Reducing Energy Consumption; Seek out opportunities for Renewable Energies; Actively reducing waste and fight obsolescence in all its forms; Reduce/ Optimise Employees’ Transportation; Choose Greener Infrastructures and Equipment; Evaluation of Sustainable Suppliers; Promotion of greater Environmentally Friendly Ways of Working; Continual Heightening of Climate Matters
• Covid-19 recovery:

  Covid-19 recovery

  As a cloud technology company, Rocktime has been successful in implementing changes to processes and procedures to adapt to the new norm that features greater flexibility in the manner in which it conducts its business both with its staff as well as with clients. The company has actively promoted excellence through the use of technology that helps local businesses to connect and work more effectively, benefitting from collaborative working arrangements to foster positive business relationships in the local community and recovery as we exit Covid-19 and accept the current economic landscape. The company engages with local diverse market businesses to advise on the use of technology in the same manner as it does with its public sector clients with the aim to open up supply chain opportunities.
• Tackling economic inequality:

  Tackling economic inequality

  The company’s values a diverse workforce and the contribution each individual makes. We are committed to promoting inclusivity, equality and diversity in our policies, practices and procedures. ; This policy applies to the company's dealings with all its people as well as others engaged by or who work with the firm including, for example, clients, job applicants and other third parties. ; The company believes in treating everyone equally and with the same attention, courtesy and respect regardless of their age, disability, gender reassignment, marriage/civil partnership, pregnancy/maternity, race, religion or belief, sex and sexual orientation which is referred to within its Equality, Diversity and Inclusion Policy as the "protected characteristics".
• Equal opportunity:

  Equal opportunity

  The company has always believed in promoting diversity within the workplace and this forms part of its recruitment practices. Using the 5 foundational principles of quality work set out in the Good Work Plan (e.g. fair, pay, participation and progression, voice and autonomy). ; Career advice with local schools offers opportunity to instil insights and confidence in potential career paths for young people whilst also providing the opportunity for a work placement.; Additionally, consideration is made for recruiting trainees and training them to perform roles whilst offering them a career path within the business or as a means to seek one elsewhere.
• Wellbeing:

  Wellbeing

  The company recognises the pressures that have arisen in recent times with Covid-19 and the effects of social distancing, remote working and travel enforcements. Through constant dialogue with its team the company has sort to provide flexible working conditions whilst maintaining regular and personal engagement to reduce the impact of loneliness and isolation.; Believing in the positive nature of ‘culture’ within a company, initiatives are in place to maintain and reinforce a team mentality that aims to support individuals and foster wellbeing.

Pricing

• Price: £15,000 to £35,000 an instance
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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.