Service Level Agreement - Black Pear Core Care Record

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
CategoryCore support hours Time period07:30 - 19:00 Applicable daysMonday - Friday inclusive
CategoryCore support hours Time period09:00 - 13:00 Applicable daysSaturdays
CategoryNon-core support hours Time period07:30 - 19:00 Applicable daysBank Holidays
CategoryNon-core support hours Time period13:00 - 07:30 Applicable daysSaturday - Monday
CategoryNon-core support hours Time period19:00 - 07:30 Applicable daysMonday - Sunday inclusive and Bank Holidays
CategoryNon-core support hours Time period19:00 - 09:00 Applicable daysFriday - Saturday

Contact details

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

ChannelContactAccessible hours
ChannelEmail Contactsupport@blackpear.com Accessible hours00:00 - 23:59
ChannelPhone Contact0845 450 6271 Accessible hours09:00 - 17:00

Service levels

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

Type of serviceService level       How the service levels
are measured
Are service
credits applied?
Type of serviceAvailability Management in Support Hours Service level       99.9% in support hours How the service levels
are measured
Every minute that the Catalogue Solution is unavailable to a Service Recipient (with the exception of permitted downtime) after the 99.9% target
Are service
credits applied?
No
Type of serviceAvailability Management in Non-Support Hours Service level       99.9% in non-support hours How the service levels
are measured
Every minute that the Catalogue Solution is unavailable to a Service Recipient (with the exception of permitted downtime) after the 99.9% target
Are service
credits applied?
No
Type of serviceService Desk and Call Answer Time Service level       95% within 180 seconds during support hours How the service levels
are measured
A = Number of call answererd within 180 seconds for all Service Recipients B = Number of calls Offered for all Service Recipients (A/B)100 each service day Each failed day x 10
Are service
credits applied?
No
Type of serviceEscalation and Complaints Management: Acknowledge Service level       Within 8 support hours How the service levels
are measured
Each failed response
Are service
credits applied?
No
Type of serviceEscalation and Complaints Management: Respond Service level       Within 5 working days How the service levels
are measured
Each failed response
Are service
credits applied?
No
Type of serviceEscalation and Complaints Management: Update Service level       Within 5 working days How the service levels
are measured
Each failed response
Are service
credits applied?
No
Type of serviceIncident and High Severity Incident (HSSI) Management: Severity 1 incident resolved Service level       Incidents resolved in less than or equal to 120 minutes How the service levels
are measured
Number resolved in 121-180 minutes Number resolved in more than 181 minutes
Are service
credits applied?
No
Type of serviceIncident and High Severity Incident (HSSI) Management: Severity 2 incident resolved Service level       Incidents resolved in less than or equal to 240 minutes How the service levels
are measured
Number resolved in 241-360 minutes Number resolved in more than 361 minutes
Are service
credits applied?
No
Type of serviceIncident and High Severity Incident (HSSI) Management: Severity 3 incident resolved Service level       Incidents resolved in less than or equal to 960 minutes How the service levels
are measured
Number resolved in 961-1440 minutes Number resolved in more than 1441 minutes
Are service
credits applied?
No
Type of serviceIncident and High Severity Incident (HSSI) Management: Severity 4 incident resolved Service level       Incidents resolved in less than or equal to 2880 minutes How the service levels
are measured
Number resolved in 2881-4320 minutes Number resolved in more than 4321 minutes
Are service
credits applied?
No
Type of serviceIncident and High Severity Incident (HSSI) Management: Severity 5 incident resolved Service level       Incidents resolved in less than or equal to 8640 minutes How the service levels
are measured
Number resolved in 8641-12960 minutes Number resolved in more than 12961 minutes
Are service
credits applied?
No
Type of serviceProblem Management - Severity 1 Service level       Problems resolved in less than or equal to 60 days How the service levels
are measured
Number of unresolved problems x 20
Are service
credits applied?
No
Type of serviceProblem Management - Severity 2 Service level       Problems resolved in less than or equal to 90 days How the service levels
are measured
Number of unresolved problems x 15
Are service
credits applied?
No
Type of serviceProblem Management - Severity 3 Service level       Problems resolved in less than or equal to 120 days How the service levels
are measured
Number of unresolved problems x 10
Are service
credits applied?
No
Type of serviceProblem Management - Severity 4 Service level       Problems resolved in less than or equal to 240 days How the service levels
are measured
Number of unresolved problems x 5
Are service
credits applied?
No
Type of serviceProblem Management - Severity 5 Service level       Problems resolved in less than or equal to 360 days How the service levels
are measured
N/A
Are service
credits applied?
No
Type of serviceChange and Release Management: conditions Service level       Conducted in accordance with prescribed conditions How the service levels
are measured
Number of Releases or Changes not conducted in accordance with prescribed conditions
Are service
credits applied?
No
Type of serviceChange and Release Management: conditions: impact Service level       No HSSI or unavailability events How the service levels
are measured
Each HSSI or unavailability event
Are service
credits applied?
No
Type of serviceReporting and report delivery Service level       Reporting • Release and Maintenance Plan; • Performance Monitoring Report; • High Severity Incident Report; • Request for Changes; • Action Report Reports on time as specified How the service levels
are measured
Each occurrence of lateness or material inaccuracy Each consecutive period of lateness or material inaccuracy
Are service
credits applied?
No
Solution information last reviewed: Monday, 13 December 2021