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.

CategoryTime periodApplicable 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.

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 levels

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

Type of serviceService 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 measured
Measured 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 measured
Measured per transaction within the boundaries of the suppliers datacentre.
Are service
credits applied?
Yes
Solution information last reviewed: Monday, 13 December 2021