Gateway Service Level Agreement

Information: Contracting vehicle expired

This solution is currently only available from a contracting vehicle which has expired. It cannot be purchased using the Buying Catalogue at this time.

Supplier name
Accenda Limited
Solution ID

10055-001

Contracting vehicle

GP IT Futures

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 and Online ContactSupport@accenda.co.uk Accessible hours00:00 - 23:59
ChannelOnline Contacthttps://support.accenda.co.uk Accessible hours00:00 - 23:59
ChannelPhone (excluding weekends and Bank Holidays) Contact0161 274 9730 Accessible hours08:00 - 18:00

Service availability

This is when you can contact support services for this catalogue solution.

Core support hours  
Time period
08:00 - 18:00
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
Includes bank holidays
No
Additional information
None

Service levels

These are the levels of service provided for this catalogue solution.

Catalogue Solution availability including interfaces to national systems  
Service level
99% availability annually and less than 10 minutes downtime within support hours each month
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
Solution information last reviewed: 9 December 2021