Virtual Lucy - 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.

Solution ID

10096-001

Framework

DFOCVC

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.

CategoryTime periodApplicable days
CategoryCore support hours Time period08:00 - 20:00 Applicable daysMonday-Friday not including Bank Holidays
CategoryCore support hours Time period08:00 - 13:00 Applicable daysSaturday
Contact details  

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 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