Virtually Primary and Integrated Care - 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.

Supplier name
Virtually Healthcare
Solution ID

10074-001

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 Contactusersupport@virtually.healthcare Accessible hours00:00 - 23:59
ChannelPhone Contact020 7263 8380 Accessible hours09:00 - 17:00
ChannelPlatform contact ContactMessage and reply conversation through the Virtually platform. Accessible hours00:00 - 23:59
ChannelPlatform contact ContactRequest a support call back through the Virtually platform. Accessible hours00:00 - 23:59

Service availability

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

Core support hours  
Time period
06:30 - 20:30
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday
Includes bank holidays
Yes
Additional information
None
Non-core support hours  
Time period
20:30 - 06:30
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 including interfaces to national systems  
Service level
Total loss of Catalogue Solution: <= 10 mins in a week of loss of Availability for a Service Recipient over the Service Period AND <= 10 mins in one contiguous period of loss of Availability for a Service Recipient over the Service Period AND >=99.9% Availability for a Service Recipient over the Service Period
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
Solution information last reviewed: 14 June 2023