Virtual Lucy Service Level Agreement

Information: Contracting vehicle expired

This solution is currently only available from a contracting vehicle which has expired. It cannot be purchased using the Buying Catalogue at this time.

Supplier name
Healthcare Business Solutions Limited
Solution ID

10096-001

Contracting vehicle

DFOCVC

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.

ChannelContactAccessible hours
ChannelEmail Contactsupport@virtuallucy.co.uk Accessible hours08:00 - 20:00
ChannelPhone Contact0115 671 3480 Accessible hours08:00 - 20:00
ChannelSupport Portal Contacthttps://hbsuk.atlassian.net/servicedesk/customer/portal/1 Accessible hours00:00 - 23:59

Service availability

This is when you can contact support services for this catalogue solution.

Core support hours  
Time period
08:00 - 20:00
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
Includes bank holidays
No
Additional information
None
Core support hours  
Time period
08:00 - 13:00
Applicable days
  • Saturday
Includes bank holidays
No
Additional information
None

Service levels

These are the levels of service provided for this catalogue solution.

Catalogue Solution availability including interfaces to national systems  
Service level
99.9% availability during each calendar month and less than 26 minutes downtime in total during Core Support hours.
How the service levels are measured
Measured as every minute that the Catalogue Solution is Unavailable to a Service Recipient (with the exception of permitted downtime).
Are service credits applied?
Yes
Catalogue Solution responsiveness  
Service level
98.5% of transactions processed in less than or equal to 1 second
How the service levels are measured
Measured per transaction within the boundaries of the suppliers datacentre and reported to service management.
Are service credits applied?
Yes
Solution information last reviewed: 12 July 2023