HealthNow - Online and Video 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
Fusion Practices Limited
Solution ID

10118-002

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
ChannelEmail Contactsupport@bpn.ai Accessible hours00:00 - 23:59
ChannelPhone Contact02071019621 Accessible hours06:30 - 20:30
ChannelWebsite Contactwww.businessprocessnow.com Accessible hours00:00 - 23:59

Service availability

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

Emergency support hours for Severity Level 1 and Severity Level 2 incidents   
Time period
00:00 - 23:59
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday
Includes bank holidays
Yes
Additional information
None
Non-support hours  
Time period
20:30 - 06:30
Applicable days
  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday
Includes bank holidays
Yes
Additional information
None
Support hours  
Time period
06:30 - 20:30
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.

Severe Business Disruption   
Service level
More than 10 users that cannot access at least one core application and which would mean missing the deadline on priority work including external reporting. 80%-90%. Response time: 1 hour Resolution time: 16 hours
How the service levels are measured
Weekly and monthly
Are service credits applied?
No
Major Business Disruption   
Service level
Any failure that results in a partial loss of the Royal London Services defined in Schedule 4, resulting in a degraded service, with no workaround available, affecting multiple users. A significant, but not immediately critical, part of the solution is unusable, creating some business impact 80%-90%. Response time: 2 hours Resolution time: 1 day
How the service levels are measured
Weekly and monthly
Are service credits applied?
No
Minor Business Disruption  
Service level
One or more user who cannot access one core application. Help and advice on the functionality of the core services 85%-95%. Response time: 4 hours Resolution time: 2 days
How the service levels are measured
Weekly and monthly
Are service credits applied?
No
Service Request  
Service level
A Service Request (SR) is a regular IT management activity (as against a failure) and will be treated as an incident. In terms of impact, it is typically a request from an individual end user. 80%-90%. Response time: 8 hours Resolution time: 5 days
How the service levels are measured
Weekly and monthly
Are service credits applied?
No
Solution information last reviewed: 7 December 2021