LabelTrace - Service Level Agreement

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.

Supplier name
Codegate Ltd
Solution ID

10019-001

Framework

GP IT Futures

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.

CategoryTime periodApplicable days
CategoryNon-support hours Time period17:30 - 08:30 Applicable daysMonday-Friday, weekends and Bank Holidays
CategorySupport hours Time period08:30 - 17:30 Applicable daysMonday-Friday inclusive and excluding Bank Holidays
Contact details  

Contact details

This is how you can contact support services for this Catalogue Solution.

ChannelContactAccessible hours
ChannelEmail Contactlabeltech@codegate.co.uk Accessible hours00:00 - 23:59
ChannelPhone Contact01235 428611 Accessible hours08:30 - 17:00

Service levels

These are the levels of service provided for this Catalogue Solution.

Catalogue Solution availability in Support Hours  
Service level       
99.9% availability during Support Hours.
How the service levels
are measured
Measured on a per practice basis by suppliers monitoring tools and reported to service management
Are service
credits applied?
No
Service Desk and Call Answer Time  
Service level       
Equal to or Greater than 97% within 180 seconds during Support Hours
How the service levels
are measured
Number of calls Answered within 180 seconds for Service Recipients
Are service
credits applied?
No
Catalogue Solution responsiveness  
Service level       
99.9% of transactions take less than 2 seconds
How the service levels
are measured
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