RESOLVERCOUK LIMITED

Accord

Accord is a secure, web-based dispute resolution platform supporting the full lifecycle of complaint handling, mediation, arbitration and adjudication within a single system.

It enables organisations to manage structured dispute processes, including guided data-capture, configurable workflows, evidence submission, communication between parties, and progression through mediation or adjudication stages where required.

Features

• End-to-end dispute resolution workflow management
• Configurable complaint, mediation and adjudication processes
• Secure browser-based access with no local installation required
• Role-based user permissions and access controls
• Evidence and document upload with case-level storage
• Secure messaging between authorised dispute participants
• Configurable business rules and workflow decision logic
• Real-time case tracking and status visibility
• Organisation-specific branding and terminology configuration

Benefits

• Manage disputes through a single, consistent digital platform
• Improve case turnaround times and operational efficiency
• Improve transparency across dispute lifecycle stages
• Support auditable, defensible and compliant dispute outcomes
• Adapt workflows quickly without software redevelopment
• Enable remote access for staff and authorised participants
• Reduce manual administration and duplicated case handling effort
• Maintain clear communication between all dispute stakeholders
• Support scalable growth without additional infrastructure management
• Simplify oversight and reporting for management teams

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 gcloud@resolvergroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

431074278009162

Contact

Paul Hancock
07590444568
gcloud@resolvergroup.com

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Customer service
        • Customer service
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Internet connection required; ; Service accessed via supported web browsers; ; End-user support is usually provided via the customer organisation rather than directly to individual participants
• System requirements: Modern web browser

User support

• Email or online ticketing support: Yes
• Support response times: Usually ranges from 2 hours for a P1, to 16 hours for a P5, during working hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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: Resolver provides support directly to customer organisations rather than to end users.; ; Standard support is included within the service subscription at no additional cost. This includes:; ; - Email or ticket-based technical support; - Support during UK business hours; - Incident prioritisation based on severity; - Access for authorised customer administrators only; ; A named account manager will be provided for all customers.; ; Enhanced support options may be provided by agreement and can include:; ; - Extended support hours; - Priority response targets; - Support for integrations and configuration changes; ; Pricing for enhanced support is provided on request and depends on the level of coverage and service requirements.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Resolver supports customers through a managed onboarding process to help them start using Accord effectively.; ; This includes initial service setup, workflow configuration, user creation and optional data import. Training is provided remotely for customer administrators, supported by documentation and guidance materials. Ongoing assistance is available during early use to ensure the service is operating as expected.
• Service documentation: Yes
• Documentation formats: HTML
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Documentation is provided in standard digital formats that can be accessed using common assistive technologies such as screen readers, browser zoom and text resizing tools.; ; Documentation is delivered electronically and can be viewed online or downloaded for offline use. While no formal accessibility certification has been completed, content is written in clear language and structured to support readability and navigation.
• End-of-contract data extraction: When the contract ends, Resolver provides customers with a full export of their data on request. Data is extracted by Resolver in agreed formats and supplied securely to the customer.
• End-of-contract process: At the end of the contract, Resolver will agree a contract close-out plan with the customer.; ; This includes providing a full export of customer data in agreed formats and supporting confirmation that the data has been received. Standard data extraction is included within the contract price.; ; Any additional services, such as bespoke data formats, extended data retention, or additional support beyond the standard offboarding process, may be provided at an additional cost by agreement.; ; Following completion of offboarding, customer data is securely deleted in accordance with contractual and regulatory requirements.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• Description of service interface: Accord is accessed through a secure, browser-based user interface. Users interact with the service via role-based dashboards that provide access to cases, workflows, documents, messaging and reporting functionality.
• Accessibility standards: None or don’t know
• Description of accessibility: The service supports keyboard navigation and browser accessibility features such as zoom, text resizing and assistive technology support provided by the user’s operating system or browser.; ; Users can view and manage cases, upload documents, exchange messages and complete configured workflow steps through the interface.; ; The service does not currently provide full certified compliance with specific accessibility standards, and some advanced configuration or administrative functions may require use of a mouse or visual interaction.
• Accessibility testing: Resolver has not carried out formal user testing of the Accord service with users of assistive technologies.; ; Accessibility is considered during design and development, and the service relies on standard browser and operating-system accessibility features. Feedback from customers is reviewed where accessibility issues are identified, and improvements are prioritised where feasible.
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Accord provides a secure, REST-based API that supports the import and export of case data for integration with external systems.; ; The API allows authorised users to retrieve case information and export data for reporting or downstream processing. It also supports bulk import of case data where required.; ; The API does not allow direct manipulation of live cases. Case progression, workflow actions, decision-making and status changes must be performed through the Accord user interface.; ; Service configuration, workflow setup and business rules cannot be created or modified through the API and are managed through onboarding and administrative controls.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Accord supports configuration-based customisation to meet each organisation’s dispute resolution processes.; ; Customers can customise workflows, stages, terminology, question sets, user roles, permissions and branding. This allows the service to reflect different dispute models, mediation structures and organisational requirements.; ; Customisation is carried out through administrative configuration tools and during onboarding. Only authorised customer administrators and Resolver implementation staff can perform configuration changes.

Scaling

• Independence of resources: Accord is deployed using dedicated environments for each customer, providing logical separation of resources between organisations.; ; Each customer operates within an isolated instance, preventing demand from other users impacting performance or availability. The service also uses automated scaling to adjust infrastructure capacity based on demand, ensuring consistent performance during periods of increased usage.

Analytics

• Service usage metrics: Yes
• Metrics types: Accord provides service usage metrics, including case volumes, status information and high-level operational reporting for administrators, as well as real-time and historic uptime analytics.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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
  • European Economic Area (EEA)
  • Other 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: Another external penetration testing organisation
• 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 / Cryptographic Erasure
  • Data Erasure
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Customers can request a full export of their data from Accord. Data exports are performed by Resolver and provided securely in agreed formats. The service does not currently support self-service data export by end users.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: API (JSON)

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: Accord is delivered on resilient cloud infrastructure designed to provide high availability.; ; The service targets 99.9% availability, excluding planned maintenance, as defined in the service level agreement. Availability commitments and service levels are set out contractually.; ; Where availability targets are not met, service credits may be applied in accordance with the terms of the customer contract. Refunds or credits are calculated based on the affected service period and the agreed SLA.
• Approach to resilience: Accord is designed for resilience using cloud-native architecture on Amazon Web Services (AWS).; ; The service is hosted within UK AWS regions and deployed across multiple availability zones to reduce single points of failure. Infrastructure components are designed to be fault tolerant, with automated scaling and recovery mechanisms.; ; Regular backups are performed, and data can be restored in the event of service disruption. Datacentre resilience and physical infrastructure protection are provided by AWS and are available on request.
• Outage reporting: Service availability and incidents are communicated via a public status page. During service outages, updates are provided through the status page and customers are notified directly where appropriate.; ; Outage communications may include email updates and manual customer notifications depending on the nature and severity of the incident.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted through role-based access controls and authentication requirements.; ; Administrative functions are limited to authorised personnel only. Access is granted on the principle of least privilege and reviewed periodically.; ; Support channels are restricted to named customer contacts and authorised Resolver staff. All administrative and support access is logged and monitored to maintain auditability and accountability.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: No
• Security governance approach: Resolver operates a formal security governance framework overseen at board level.; ; Security responsibilities, risk management and compliance obligations are defined through documented policies and procedures. The organisation follows recognised information security best practices aligned with ISO 27001 principles, which the business has previously held certification for.; ; Security governance includes regular risk assessments, policy reviews, incident management oversight and continuous improvement activities to ensure the ongoing protection of customer data and systems.
• Information security policies and processes: Resolver maintains a comprehensive set of information security policies and operational processes aligned with recognised industry best practice.; ; Policies include information security, access control, data protection, incident response, change management and acceptable use. Security governance is overseen at board level, with day-to-day responsibility delegated to senior management.; ; Compliance is supported through staff training, role-based access controls, documented procedures and regular reviews. Security incidents, risks and policy exceptions are reported through defined escalation and reporting structures to ensure accountability and continuous improvement.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management are governed by documented internal processes.; ; Service components are tracked throughout their lifecycle using version control systems and deployment records. Environments are separated for development, testing and production to maintain control and traceability.; ; All changes are reviewed prior to deployment, including assessment of potential security, availability and data protection impacts. Changes are tested before release and can be rolled back where required to minimise risk.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Resolver operates a documented vulnerability management process to identify, assess and remediate security risks.; ; Potential threats are assessed using risk-based analysis that considers severity, exploitability and potential impact. Vulnerabilities are prioritised accordingly.; ; Security patches are deployed in line with their assessed risk, with critical vulnerabilities addressed as a priority. Information on emerging threats is obtained from cloud provider security advisories, vendor notifications, vulnerability databases and third-party security testing reports.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Resolver operates protective monitoring processes to detect and respond to potential security incidents.; ; System and application logs are collected and monitored to identify unusual activity, unauthorised access attempts or indicators of compromise. Alerts are generated for events that exceed defined thresholds.; ; When a potential compromise is identified, incidents are investigated promptly and escalated according to severity. Response times are prioritised based on risk, with critical incidents addressed immediately and managed through the incident response process.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Resolver operates a documented incident management process for managing security and service incidents.; ; Pre-defined procedures exist for common incident types, including service outages, security events and data-related incidents. Incidents can be reported by customers through established support channels.; ; Incidents are logged, investigated and managed according to severity. Where appropriate, customers are provided with incident updates and post-incident reports outlining impact, root cause and remedial actions.

Secure development

• Approach to secure software development best practice: Supplier-defined process

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: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: F3186390-0ffd-4fef-ba87-0c417b856ad1
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• 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
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • 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
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • 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
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • 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

  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

  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 that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
  • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
  • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
  • Plans for positive actions with community groups.
  • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
  • Plans to respond flexibly and adapt approaches to community engagement and initiatives
  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
• 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
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits 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
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• 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
  • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
  • 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
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Introducing transparency to pay and reward processes
  • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
  • 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

  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
  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of issues relating to entering the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• 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
  • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 gcloud@resolvergroup.com. Tell them what format you need. It will help if you say what assistive technology you use.