Service Level Agreement - SystmOne GP

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

10052-002

Framework

GP IT Futures

Foundation Solution

Yes

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 – 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  

Contact details

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

ChannelContactAccessible hours
ChannelEmail Contacthelpdesk@tpp-uk.com Accessible hours06:30 - 20:30
ChannelPhone Contact+44 (0)113 2050080 Accessible hours06:30 - 20:30

Service levels

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: 9 December 2021