Pinnaca Health – Remote Patient Consultation - 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.

Supplier name
Pinnaca
Solution ID

10104-001

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 period06:30 - 20:30 Applicable daysMonday - Sunday inclusive and including Bank Holidays
CategoryNon-core support hours Time period20:30 - 06:30 Applicable daysMonday - Sunday inclusive and including Bank Holidays
Contact details  

Contact details

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

ChannelContactAccessible hours
ChannelPhone Contact+447123 456789 Accessible hours09:00 - 17:00

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 10 minutes downtime in total
How the service levels
are measured
Measured on a per practice basis by suppliers monitoring tools and reported to service management
Are service
credits applied?
Yes
Catalogue Solution responsiveness  
Service level       
99.9% of transactions take less than 2 seconds
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: 6 December 2021