Service Level Agreement - OneContact Triage

Supplier name
Primary Care IT Limited
Solution ID

10066-003

Framework

DFOCVC

Foundation Solution

No

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
CategoryCore support hours (support, training and advice) Time period07:30 - 18:30 Applicable daysMonday – Sunday inclusive and including Bank Holidays
CategoryNon-core support hours – (support/MI only) Time period18:30 - 07:30 Applicable daysMonday – Sunday inclusive and including Bank Holidays
Contact details  

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 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