Service Level Agreement
These are the levels of service the supplier has committed to for this Catalogue Solution:
This is when you can contact support services for this Catalogue Solution.
|Category||Time period||Applicable days|
|Category Core Support hours||Time period07:30 - 19:00||Applicable daysMonday - Friday inclusive|
|CategoryCore Support hours||Time period09:00 - 13:00||Applicable daysSaturday|
|CategoryNon-Core Support hours||Time period07:30 - 19:00||Applicable daysBank Holidays|
|CategoryNon-Core Support hours||Time period13:00 - 07:30||Applicable daysSaturday - Sunday|
|CategoryNon-Core Support hours||Time period19:00 - 07:30||Applicable daysMonday - Friday inclusive|
|CategoryNon-Core Support hours||Time period19:00 - 09:00||Applicable daysFriday - Saturday|
This is how you can contact support services for this Catalogue Solution.
|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|
These are the levels of service provided for this Catalogue Solution.
|Type of service||Service level||How the service levels|
|Type of serviceAdvice & 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 measuredMeasured on a per service basis by supplier monitoring tools.
|Type of serviceCatalogue Solution responsiveness||Service level 85% of transactions take less than 5 seconds||How the service levels
are measuredMeasured per transaction within the boundaries of the suppliers datacentre.