Service Level Agreement - SystmOne GP
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.
| Category | Time period | Applicable 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
This is how you can contact support services for this Catalogue Solution.
| Channel | Contact | Accessible 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.
| Type of service | Service level | How the service levels are measured | Are service credits applied? |
|---|---|---|---|
| Type of serviceCatalogue 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 measuredMeasured on a per practice basis by suppliers monitoring tools and reported to service management |
Are service credits applied?Yes |
| Type of serviceCatalogue Solution responsiveness | Service level 99.9% of transactions take less than 2 seconds | How the service levels are measuredMeasured per transaction within the boundaries of the suppliers datacentre and reported to service management |
Are service credits applied?Yes |
| Type of serviceClinical safety | Service level No Clinical Safety Incidents in a calendar month and not resolved within the resolution time | How the service levels are measuredAny Clinical Safety Incidents being reported in accordance with DCB0129 |
Are service credits applied?Yes |
| Type of serviceOther failures | Service level No High Severity Service Incidents in a calendar month and not resolved with resolution time | How the service levels are measuredAny High Severity Service Incidents being reported |
Are service credits applied?Yes |
| Type of serviceService desk performance | Service level Applicable service failures and their definitions to be agreed with each supplier | How the service levels are measuredTo be taken from the approved proposal from the supplier |
Are service credits applied?Yes |
Solution information last reviewed: Thursday, 09 December 2021