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:

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 availability

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

Core support hours  
Time period
06:30 - 20:30
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday
Includes bank holidays
Yes
Additional information
None
Non-core support hours  
Time period
20:30 - 06:30
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 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