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Service Level Agreement
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:
Contact details
This is how you can contact support services for this Catalogue Solution.
Service availability
This is when you can contact support services for this Catalogue Solution.
Core Support hours
- Time period
- 08:00 - 20:00
- Applicable days
-
- Monday
- Tuesday
- Wednesday
- Thursday
- Friday
- Saturday
- Sunday
- Includes bank holidays
- Yes
- Additional information
-
None
Non-Core Support hours
- Time period
- 20:00 - 08:00
- Applicable days
-
- Monday
- Tuesday
- Wednesday
- Thursday
- Friday
- Saturday
- Sunday
- Includes bank holidays
- Yes
- Additional information
-
None
Service levels
These are the levels of service provided for this Catalogue Solution.
Catalogue Solution availability including interfaces to national systems
- Service level
-
99.9% availability during each calendar month less than 10 minutes downtime in total
- How the service levels are measured
-
Measured system-wide where the service is inaccessible for a high distribution of either practice or patient users
- Are service credits applied?
-
Yes
Clinical safety
- Service level
-
No Clinical Safety Incidents in a calendar month and not resolved within the resolution time
- How the service levels are measured
-
Any Clinical Safety Incidents being reported in accordance with DCB0129
- Are service credits applied?
-
Yes
Other failures
- Service level
-
No High Severity Service Incidents in a calendar month and not resolved with resolution time
- How the service levels are measured
-
Any High Severity Service Incidents being reported
- Are service credits applied?
-
Yes
Solution information last reviewed: 15 March 2022