Advice & Guidance (Eclipse Live) - 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
Prescribing Services
Solution ID

10059-001

Framework

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 Contactsupport@prescribingservices.org Accessible hours00:00 - 23:59
ChannelPhone, Monday - Friday inclusive Contact01553 615555 Accessible hours07:30 - 19:00
ChannelPhone, Saturday Contact01553 615555 Accessible hours09:00 - 13:00

Service availability

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

Core Support hours  
Time period
07:30 - 19:00
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
Includes bank holidays
No
Additional information
None
Core Support hours  
Time period
09:00 - 13:00
Applicable days
  • Saturday
Includes bank holidays
No
Additional information
None
Non-Core Support hours  
Time period
07:30 - 19:00
Applicable days
None selected
Includes bank holidays
Yes
Additional information
None
Non-Core Support hours  
Time period
13:00 - 07:30
Applicable days
  • Saturday
  • Sunday
Includes bank holidays
No
Additional information
None
Non-Core Support hours  
Time period
19:00 - 07:30
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
Includes bank holidays
No
Additional information
None
Non-Core Support hours  
Time period
19:00 - 09:00
Applicable days
  • Friday
  • Saturday
Includes bank holidays
No
Additional information
None

Service levels

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

Advice & Guidance (Eclipse Live)  
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 service basis by supplier monitoring tools.
Are service credits applied?
Yes
Catalogue Solution responsiveness  
Service level
85% of transactions take less than 5 seconds
How the service levels are measured
Measured per transaction within the boundaries of the suppliers datacentre.
Are service credits applied?
Yes
Solution information last reviewed: 18 April 2024