Service Level Agreement
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LabelTrace
Information: Framework expired
This solution is currently only available from a framework which has expired. It cannot be purchased using the Buying Catalogue at this time.
These are the levels of service the supplier has committed to for this Catalogue Solution:
Service availability
This is when you can contact support services for this Catalogue Solution.
Contact details
Contact details
This is how you can contact support services for this Catalogue Solution.
Service levels
These are the levels of service provided for this Catalogue Solution.
Catalogue Solution availability in Support Hours
- Service level
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99.9% availability during Support Hours.
- How the service levels
are measured
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Measured on a per practice basis by suppliers monitoring tools and reported to service management
- Are service
credits applied?
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No
Service Desk and Call Answer Time
- Service level
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Equal to or Greater than 97% within 180 seconds during Support Hours
- How the service levels
are measured
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Number of calls Answered within 180 seconds for Service Recipients
- Are service
credits applied?
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No
Catalogue Solution responsiveness
- Service level
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99.9% of transactions take less than 2 seconds
- How the service levels
are measured
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Measured per transaction within the boundaries of the Customer site and reported to service management
- Are service
credits applied?
-
No
Solution information last reviewed: 9 February 2022