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:

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 availability

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

Non-support hours  
Time period
17:30 - 08:30
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday
Includes bank holidays
Yes
Additional information
None
Support hours  
Time period
08:30 - 17:30
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
Includes bank holidays
No
Additional information
None

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