TIZO LTD

Dispute Resolution Software

Secure, cloud-based Software platforms designed to manage cases/enquiries/disputes and automate workflows. The solution brings together a fully configurable end-user portal, case management system, communications hub and document repository within a unified environment. The service is ISO 27001 accredited with full data integrity and compliance with UK GDPR.

Features

• Fully hosted SaaS platform
• Case Management System
• Document Management System
• Automated and AI assisted case creation and document capture
• Configurable workflows, notifications, real-time reporting dashboards
• Administrative control for system configuration, form management, access, reporting
• Role-based access with multi-factor authentication, audit logging
• Comprehensive data encryption
• Unlimited electronic forms and templates and pre-population
• System enhancements and zero-downtime updates

Benefits

• Improved case handling efficiency and reduced response times
• Secure and compliant management of sensitive personal data
• Full administrative flexibility without supplier intervention
• Proven, resilient architecture ensuring 99.9% uptime
• Comprehensive audit and reporting functions supporting transparency and accountability
• AI assisted case inputs, navigation, insights, processing and routing

• Free trial available

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 support@tizo.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

592946315754988

Contact

Nick Groves
07525428513
support@tizo.co.uk

About the service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
  • Integrated Employee Workspaces
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No constraints
• System requirements: Internet access required

User support

• Email or online ticketing support: Yes
• Support response times: Dependent on Priority. All questions are designated a priority level, with P1 being responded to within 30 minutes and P2 within 60 minutes,
• 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: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: No significant developments as yet
• Onsite support: Yes, at extra cost
• Support levels: Line 0 ; Self-help FAQ’s; Tizo Champion, Self-Help and Community Resources; ; 1st Line ; Simple cases ; First time fixes, web portal logging and response management; ; 2nd Line ; Complex cases that require in-depth trouble shooting ; Resolution groups for technical/account queries relating to the system; ; 3rd Line ; Technical help ; Developers/technical resources to resolve complex problems; manages any external resolver engagement needed - i.e. with AWS for hosting issues.; ; All support listed is included within the licensing costs of our platforms
• Support available to third parties: No
• AI chatbot: No

Onboarding and offboarding

• Getting started: Tizo provides structured onboarding through collaborative project management, configuration workshops and data migration. Implementation fees are charged based on the number of days required to configure the solution to customer requirements. All customers receive remote user training and a comprehensive online user guide
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At contract end, Tizo provides full data export in a machine-readable format (CSV/XML/JSON) and ensures secure deletion of all data.
• End-of-contract process: At contract end, Tizo provides full data export in a machine-readable format (CSV/XML/JSON) and ensures secure deletion of all data.
• Documentation accessibility standard: WCAG 2.2 AA

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: Mobile responsive platforms with only navigational differences. All functionality remains regardless of device
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Tizo is API first in design allowing our implementations to ensure your Tizo platform speaks to any of your other technical services where an API connection is permitted. Two-way APIs are supported.; ; As far as services allow, all changes can be made on Tizo and then communicated via API with third-parties
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Following the implementation of a Tizo platform, super users within the client will be granted access to configure the platform. This allows a certain level of changes to be made across the platform. There changes invclude; ; - Creating/amending/removing forms; - Creating/amending/removing questions; - Creating/amending/removing templates; - Creating/amending/removing process flows

Scaling

• Independence of resources: Our AWS infrastructure is based on elastic containers which flex with requirement - to a currently unlimited bandwidth.

Analytics

• Service usage metrics: Yes
• Metrics types: Quicksights reporting functionality supports the addition of such data on to dashboards within the platform environment.
• Reporting types: Real-time dashboards
• 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
• User control over data storage and processing locations: Yes
• 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 CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Real-time reports have data export functionality, and tickets can be raised requesting data sets where users do not have the option to self-serve.
• 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)

Availability and resilience

• Guaranteed availability: Our infrastructure offers 99.9% uptime across platforms, with constant monitoring and alerts in place to support immediate customer communications.
• Approach to resilience: Available on request
• Outage reporting: Email alerts to all stakeholders

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: All Role-based access is granted through least access first protocol. This ensures users have to specifically grant any advanced access. Full visibility of access is viewable by super admins.
• Access restriction testing frequency: At least once a year
• Management access authentication: Multi-Factor Authentication (MFA)

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: User-defined
• How long system logs are stored for: User-defined

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: All policies maintain an ISO 27001 standard and include:; ; Information Security Policy; Access Control Policy; Acceptable Use Policy; Business Continuity and Disaster Recovery Policy; Data Protection and Privacy Policy; Incident Management Policy; Risk Management Policy; Change Management Policy; Backup and Recovery Policy; Physical and Environmental Security Policy; HR Security Policy (including screening, training, and confidentiality); Asset Management Policy; Mobile Device and Remote Working Policy
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Tizo Ltd operates a robust configuration and change management framework that ensures all components of our services are tracked, controlled, and assessed for security impact throughout their lifecycle. Our approach aligns with ITIL best practices and ISO 27001 principles to maintain service stability, security, and compliance.; ; Change management measures include:; ; Version Control: Infrastructure-as-Code (IaC) managed through version control systems, providing complete audit trail of infrastructure changes.; ; Environment Segregation: Separate configurations maintained for Development, Testing/Staging, and Production environments with clear segregation and promotion pathways.; ; Comprehensive Security Assessment: Every change assessed for security impact using risk-based criteria
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Tizo operates continuous vulnerability management through automated scanning of all infrastructure and dependencies. ; ; We monitor security advisories from AWS,Microsoft plus vendor-specific bulletins for all software components.; ; Our patch deployment timelines are:; ; Critical vulnerabilities: 48-72 hours; High severity: 7 days; Medium severity: 30 days; Low severity: Scheduled maintenance; ; All patches are tested in non-production environments before deployment. ; ; Emergency patches for actively exploited vulnerabilities follow our expedited change management process with immediate CTO approval.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Tizo implements 24/7 protective monitoring through AWS and automated alerting for anomalous activity. ; ; We monitor for: unauthorised access attempts, unusual data transfers, configuration changes, failed authentication, and malware indicators.; ; Compromise Detection: Real-time alerts for suspicious activity, daily log analysis, and vulnerability scanning.; ; Incident Response: P1 incidents receive 30-60 minute response with immediate CEO/CTO escalation. ; ; Our team isolates affected systems, preserves evidence, and implements containment measures.; ; Response Timeframes:; ; Critical incidents: 30-60 minutes; High severity: 60 minutes; Medium severity: 6 hours; ; All incidents are logged, investigated, and reported with root cause analysis and remediation actions.
• Incident management type: Supplier-defined controls
• Incident management approach: Tizo Ltd operates ITIL-aligned incident management with pre-defined processes for specific events (outages, performance issues, security incidents).; ; Reporting: Users log incidents via web portal (primary) or support@tizo.co.uk (secondary), receiving unique ticket numbers for tracking.; ; Response Times: P1 (30-60 mins/4hr resolution), P2 (60 mins/6hr resolution), P3 (6hrs/48hr resolution), P4 (5 mins ack/5 days resolution).; ; Escalation: Three-tier support (1st Line - Customer Success Manager - director) with automatic escalation at 80% SLA thresholds.; ; Incident Reports: P1 incidents receive hourly updates; all incidents generate post-incident reports within 48 hours including root cause analysis, impact assessment, and preventative measures.
• Post-quantum cryptography secure: No

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: Yes
• Description of free trial: Basic configuration provided in sandbox environment to understand level of flexibility.; ; Specific developments by Tizo excluded from the sandbox,; ; Time limit on trial is 30 days through case experience.

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: 0.1%
• Between £1,000,001 and £2,500,000: 0.2%
• Between £2,500,001 and £5,000,000: 0.4%
• Over £5,000,001: 0.75%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Tempo Audits
• ISO/IEC 27001 accreditation date: Tuesday 1 April 2025
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: Ca1dd75f-c811-47f9-b398-7eccc072b7c3
• 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
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • 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
  • Volunteering opportunities for staff
  • 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
  • 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 these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
• 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
• 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
  • 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

  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
• 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

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 support@tizo.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.