Ouris Health 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
Ouris Health
Solution ID

10077-001

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
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 availability

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

Core support hours  
Time period
08:00 - 20:00
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
Includes bank holidays
No
Additional information
None
Non-core support hours  
Time period
20:00 - 08:00
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
Includes bank holidays
Yes
Additional information
None

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