askmyGP - 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
Evergreen Life
Solution ID

10047-004

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

Service availability

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

Core support hours  
Time period
06:30 - 20:30
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
Includes bank holidays
No
Additional information
None
Non-core support hours  
Time period
20:30 - 06:30
Applicable days
  • Saturday
  • Sunday
Includes bank holidays
Yes
Additional information
None

Service levels

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

Catalogue 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: 8 December 2021