Service Level Agreement - Advice & Guidance (Eclipse Live)
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 |
Service levels
These are the levels of service provided for this Catalogue Solution.
| Type of service | Service level | How the service levels are measured | Are service credits applied? |
|---|---|---|---|
| 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. |
Are service credits applied?Yes |
| 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. |
Are service credits applied?Yes |
Solution information last reviewed: Monday, 13 December 2021