Clinic.co
-
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.
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.
Service availability
This is when you can contact support services for this Catalogue Solution.
Core support hours
- Time period
- 08:30 - 17:00
- Applicable days
-
- Monday
- Tuesday
- Wednesday
- Thursday
- Friday
- Saturday
- Sunday
- Includes bank holidays
- Yes
- Additional information
-
None
Non-core support hours
- Time period
- 17:00 - 08:30
- Applicable days
-
- Monday
- Tuesday
- Wednesday
- Thursday
- Friday
- Saturday
- Sunday
- Includes bank holidays
- Yes
- Additional information
-
None
Service levels
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