Service Level Agreement
These are the levels of service the supplier has committed to for this Catalogue Solution:
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|
This is how you can contact support services for this Catalogue Solution.
|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|
These are the levels of service provided for this Catalogue Solution.
|Type of service||Service level||How the service levels|
|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
|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