Service Level Agreement - Ouris Health

Supplier name
Ouris Health
Solution ID

10077-001

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 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  

Contact details

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

ChannelContactAccessible 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.

Online 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 measured
Measured on a per practice basis by Ouris Health AWS monitoring tools and reported to service management
Are service
credits applied?
Yes
Online and Video Consultation Solution responsiveness  
Service level       
99.9% of transactions take less than 2 seconds
How the service levels
are measured
Measured 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