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.

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

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.

Type of serviceService 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 measured
Measured 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 measured
Measured per transaction within the boundaries of ouris health AWS reported to service management
Are service
credits applied?
Yes
Solution information last reviewed: Tuesday, 05 April 2022