Service Level Agreement - Clinic.co

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 period08:30 - 17:00	Applicable daysMonday - Sunday inclusive and including Bank Holidays
CategoryNon-core support hours	Time period17:00 - 08:30	Applicable daysMonday - Sunday inclusive and including Bank Holidays

Contact details

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


Channel	Contact	Accessible hours
Channelemail	Contactinfo@clinic.co	Accessible hours00:00 - 23:59
ChannelPhone	Contact+44(0) 208 0599988	Accessible hours08:30 - 17:00

These are the levels of service provided for this Catalogue Solution.

Catalogue Solution availability

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 organisation basis by suppliers monitoring tools and reported to service management. Total hours uptime divided by total hours in month
Are service credits applied?: Yes

24 Hour Support Service - Response Times

Service level: 95% of responses to requests provided within 3 hours from the time the email was logged.
How the service levels are measured: Number of times a request for support is not provided within 3 hours, divided by the total number of requests
Are service credits applied?: Yes

Support - Rectification of Faults Severity 1 - High impact. Loss of functionality. Incorrect data d

Service level: 90% of Faults are rectified to the satisfaction of client within 12 hours, from the time of the email being logged.
How the service levels are measured: Number of Faults not provided with 12 hours divided by the total number of requests
Are service credits applied?: Yes

Support - Rectification of Faults Severity 2. Medium impact. Incorrect settings or changes not work

Service level: 90% of Faults are rectified to the satisfaction of client within 24 hours, from the time of the email being logged.
How the service levels are measured: Number of Faults not provided with 24 hours divided by the total number of requests
Are service credits applied?: Yes

Support - Rectification of Faults Severity 3 Fault is an inconvenience. Low Impact

Service level: 90% of Faults are rectified to the satisfaction of client within 48 hours, from the time of the email being logged.
How the service levels are measured: Number of Faults not provided with 48 hours divided by the total number of requests
Are service credits applied?: Yes

Support - Rectification of Faults Severity 4 Fault is an inconvenience. Low Impact

Service level: 90% of Faults are rectified to the satisfaction of client within 72 hours, from the time of the email being logged.
How the service levels are measured: Number of Faults not provided with 72 hours divided by the total number of requests
Are service credits applied?: Yes

Support - Rectification of Faults Severity 5 Fault is an inconvenience. Low Impact

Service level: 90% of Faults are rectified to the satisfaction of client within 360 hours, from the time of the email being logged.
How the service levels are measured: Number of Faults not provided with 360 hours divided by the total number of requests
Are service credits applied?: Yes

Planned Outages

Service level: 100% of outages for technical maintenance/system updates/upgrades are planned and agreed with client - 14 days notice will be provided.
How the service levels are measured: Planned outages that are not planned and agreed divided by the number of outages
Are service credits applied?: Yes

Upgrades to software modifications, updates or new releases

Service level: 100% of upgrades will be provided on release whilst maintaining functionality. Where this is not possible, permission from client will be sought.
How the service levels are measured: Number of upgrades provided divided number of upgrades available
Are service credits applied?: Yes

Provision of any agreed Reports

Service level: 100% of Reports are provided to client no later than 10 Business Days from the last day of the previous month.
How the service levels are measured: Reports are not provided within 10 Business Days from the last day of the previous month divided by the number of reports required
Are service credits applied?: Yes

System audit and Security Monitoring

Service level: Auditing and security monitoring is undertaken. All breaches reported to client directly.
How the service levels are measured: Breaches are not reported to client directly within the next Business Day.
Are service credits applied?: Yes

Solution information last reviewed: 8 December 2021