Service Level Agreement - CHS Vaccination Appointment Management

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.


Category	Time period	Applicable days
CategoryCore support hours	Time period06:30 - 20:30	Applicable daysMonday – Sunday inclusive and including Bank Holidays.
CategoryNon-core support hours	Time period20:30 - 06:30	Applicable daysMonday – Sunday inclusive and including Bank Holidays.

Contact details

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


Channel	Contact	Accessible hours
ChannelEmail	ContactInfo@cegedimrx.co.uk	Accessible hours06:30 - 20:30

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

Catalogue Solution availability including interfaces to national systems

Service level: 99.9% availability during each calendar month and less than 10 minutes downtime in total
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?: Yes

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 suppliers datacentre and reported to service management
Are service credits applied?: Yes

Clinical safety

Service level: No Clinical Safety Incidents in a calendar month and not resolved within the resolution time
How the service levels are measured: Any Clinical Safety Incidents being reported in accordance with DCB0129
Are service credits applied?: Yes

Other failures

Service level: No High Severity Service Incidents in a calendar month and not resolved with resolution time
How the service levels are measured: Any High Severity Service Incidents being reported
Are service credits applied?: Yes

Service desk performance

Service level: Applicable service failures and their definitions to be agreed with each supplier
How the service levels are measured: To be taken from the approved proposal from the supplier
Are service credits applied?: Yes

Solution information last reviewed: 17 December 2021