Service Level Agreement - Clinic.co
- Supplier name
- Clinic.co
- Solution ID
-
10092-001
- Framework
-
DFOCVC
- Foundation Solution
-
No
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  
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 |
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