OneContact Triage 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.

Solution ID

10066-003

Framework

DFOCVC

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.

ChannelContactAccessible hours
ChannelEmail Contactsupport@iatropartners.co.uk Accessible hours00:00 - 23:59
ChannelPhone Contact+44 0113 512 1969 Accessible hours07:30 - 18:30
ChannelWebchat Contacthttps://onecontact.health Accessible hours00:00 - 23:59

Service availability

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

Core support hours (support, training and advice)  
Time period
07:30 - 18:30
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday
Includes bank holidays
Yes
Additional information
None
Non-core support hours – (support/MI only)  
Time period
18:30 - 07:30
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 – Clinnical Interface  
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 practice basis by suppliers monitoring tools and reported to service management
Are service credits applied?
Yes
Catalogue Solution availability – Patient Interface  
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 form basis by suppliers monitoring tools and reported to service management
Are service credits applied?
Yes
Solution information last reviewed: 7 December 2021