Service Level Agreement - Ouris Health
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.
| Category | Time period | Applicable days | |
|---|---|---|---|
| CategoryCore support hours | Time period08:00 - 20:00 | Applicable daysMonday - Friday excluding Bank Holidays | |
| CategoryNon-core support hours | Time period20:00 - 08:00 | Applicable daysMonday - Friday, inclusive and including Bank Holidays |
Contact details
This is how you can contact support services for this Catalogue Solution.
| Channel | Contact | Accessible hours | |
|---|---|---|---|
| ChannelOnline Support | Contactwww.ourishealth.com | Accessible hours00:00 - 23:59 | |
| ChannelPhone | Contact+447966152583 | Accessible hours08:00 - 20:00 | |
| ChannelWebchat | Contactwww.ourishealth.com | Accessible hours08:00 - 20:00 |
Service levels
These are the levels of service provided for this Catalogue Solution.
| Type of service | Service level | How the service levels are measured | Are service credits applied? |
|---|---|---|---|
| Type of serviceOnline and Video Consultation Solution availability including interfaces to national systems | Service level 99.9% availability during each calendar month and less than 10 minutes downtime in total | How the service levels are measuredMeasured on a per practice basis by Ouris Health AWS monitoring tools and reported to service management |
Are service credits applied?Yes |
| Type of serviceOnline and Video Consultation Solution responsiveness | Service level 99.9% of transactions take less than 2 seconds | How the service levels are measuredMeasured per transaction within the boundaries of ouris health AWS reported to service management |
Are service credits applied?Yes |
Solution information last reviewed: 5 April 2022