Service Level Agreement - askmyGP Region

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 period06:30 - 20:30 Applicable daysMonday - Friday inclusive and excluding Bank Holidays
CategoryNon-core support hours Time period20:30 - 06:30 Applicable daysSaturday - Sunday and Bank Holidays

Contact details

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

ChannelContactAccessible hours
ChannelEmail Contactsupport@askmygp.zendesk.com Accessible hours00:00 - 23:59

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 serviceCatalogue Solution availability Service level       We endeavour to provide a reliable and stable system with minimal service disturbances for our users, with an OSL of 99.5% both inside and outside of Service Hours How the service levels
are measured
Measured system-wide where the service is inaccessible for a high distribution of either practice or patient users
Are service
credits applied?
Yes
Solution information last reviewed: Wednesday, 08 December 2021