PATCHS Online Consultation - 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
Advanced Health and Care Limited
Solution ID

10046-006

Framework

DFOCVC

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
ChannelPhone Contact0330 303 12 74 Accessible hours07:00 - 19:00
ChannelSelf Service Contactwww.customers.oneadvanced.com Note: Incidents and Service Requests can be logged 24/7/365 via the Self-Service portal. However, the Service Levels are operational within the defined periods Accessible hours00:00 - 23:59

Service availability

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

Core support hours  
Time period
07:00 - 19:00
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
Includes bank holidays
No
Additional information
None
Non-core support hours  
Time period
19:00 - 07:00
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
Includes bank holidays
No
Additional information
None
Non-core support hours  
Time period
00:00 - 23:59
Applicable days
  • Saturday
  • Sunday
Includes bank holidays
Yes
Additional information
None

Service levels

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

Availability Management  
Service level
>= 99.9% in support hours <99.9% in support hours
How the service levels are measured
Availability will be measured on the number of hours PATCHS is not available for use by a GP practice during support hours
Are service credits applied?
Yes
Solution information last reviewed: 26 June 2024