Service Level Agreement
-
Advice & Guidance (Eclipse Live)
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.
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.
Contact details  
Contact details
This is how you can contact support services for this Catalogue Solution.
Service levels
These are the levels of service provided for this Catalogue Solution.
Advice & Guidance (Eclipse Live)  
- Service level
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99.9% availability during each calendar month and less than 10 minutes downtime in total
- How the service levels
are measured
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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