Service Level Agreement - Advice & Guidance (Eclipse Live)

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

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
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

Contact details

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


Channel	Contact	Accessible 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

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: 13 December 2021