OneContact Triage Service Level Agreement

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.


Channel	Contact	Accessible 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

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

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