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.

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

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.

Type of serviceService 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 measured
Measured 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 measured
Measured 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 measured
Any 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 measured
Any 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 measured
To be taken from the approved proposal from the supplier
Are service
credits applied?
Yes
Solution information last reviewed: Thursday, 09 December 2021