Service Level Agreement - PATCHS Online Consultation

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.

Solution ID

10046-006

Framework

DFOCVC

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 period07:00 - 19:00 Applicable daysMonday- Friday excluding Bank Holidays
CategoryNon-core support hours Time period19:00 - 07:00 Applicable daysMonday – Friday
CategoryNon-core support hours Time period00:00 - 23:59 Applicable daysSaturday - Sunday inclusive and including Bank Holidays
Contact details  

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 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: 16 February 2023