Type 1 Catalogue Solution Service Level information
Introduction
Suppliers of Type 1 Catalogue Solutions need to comply with the service levels specified by NHS Digital. This document sets out, at a summary level, the service levels applicable to the Type 1 Catalogue Solutions.
Video Conferencing solutions paid for centrally (i.e. no charge to buyers)
No service levels apply. However, if material issues are evidenced with a solution that are not rectified appropriately, the solution will be removed from those available under the centrally funded contract on a “2 strikes and your out” basis.
Other Type 1 Catalogue Solutions
Suppliers are able to operate under two different service level regimes for these solutions referred to as major release 1 and major release 2. The Catalogue Solution Listing will indicate which release a Catalogue Solution is operating under.
The following paragraphs provide a summary of the service levels applicable to major release 1 and 2.
Major release 1 service levels
Service Hours
Category | Time Period | Applicable Days |
Support Hours | 06:30 ‑ 20:30 | Monday – Sunday inclusive and including Bank Holidays. |
Non-Support Hours | 20:30 ‑ 06:30 | Monday – Sunday inclusive and including Bank Holidays. |
Permitted Downtime
Days in Service Period | Permitted Downtime in minutes (during Support Hours) | Permitted Downtime in minutes (during Non-Support Hours) |
31 | 26 | 18 |
30 | 25 | 18 |
29 | 24 | 17 |
28 | 23 | 16 |
Service Levels
The table below summarises the service levels – for more detail see major release 1 of the Service Management Standard . Failure to meet the operating service level will result in service credits against each impacted service recipient.
| Operating Service Level (OSL) |
Availability Management in Support Hours | 99.9% in Support Hours |
Availability Management in Non-Support Hours | 99.9% in Non-Support Hours |
Service Desk and Call Answer Time | 97% within 180 seconds during Support Hours |
Escalation and Complaints Management: Acknowledge | within 2 Support Hours |
Escalation and Complaints Management: Respond | within 5 Working Days |
Escalation and Complaints Management: Update | every 5 Working Days |
Incident and High Severity Incident (HSSI) Management: Significant HSSI raised | Zero Significant HSSIs raised |
Incident and High Severity Incident (HSSI) Management: Severity 1 HSSI raised | Zero HSSIs raised |
Incident and High Severity Incident (HSSI) Management: Severity 1 resolved | Incidents resolved in less than or equal to 120 minutes |
Incident and High Severity Incident (HSSI) Management: Severity 2 raised | Zero HSSIs raised |
Incident and High Severity Incident (HSSI) Management: Severity 2 incident resolved | Incidents resolved in less than or equal to 240 minutes |
Incident and High Severity Incident (HSSI) Management: Severity 3 incident resolved | Incidents resolved in less than or equal to 960 minutes |
Incident and High Severity Incident (HSSI) Management: Severity 4 incident resolved | Incidents resolved in less than or equal to 2880 minutes |
Incident and High Severity Incident (HSSI) Management: Severity 5 incident resolved | Incidents resolved in less than or equal to 8640 minutes
|
Problem Management | Problems resolved in less than or equal to 60 days |
Change and Release Management: conditions | Conducted in accordance with prescribed conditions |
Change and Release Management: conditions: impact | No HSSI or unavailability events |
Interface Mechanisms: Completion of full integration | Within 40 Working Days |
Interface Mechanisms: Supported test environment | Availability 99.8% |
System Response Times: Service Level 1 – System Response times | 98.5% of transactions processed in less than or equal to 1 second |
System Response Times: Service Level 2 – Bulk Transactions | Groups of 1000 transactions handled in less than or equal to 30 minutes |
Reporting and report delivery | Reports on time as specified |
Major release 2 service levels
Details to follow – no Catalogue Solutions are operating under this regime at present but are expected to do so soon.
COVID-19 relief on the above service levels
Temporary relief measures are to apply up to 30 June 2020 to account for the impact of COVID-19. These are as follows:
For the Temporary Period only, the Resolution Times for Severity 3, 4 and 5 Incidents shall be doubled. The Availability Service Levels and Resolution Times for Severity 1 and Severity 2 Incidents will remain unchanged as these are critical to ensure the safe and effective running of clinical systems.
For the Temporary Period only, if a Supplier is in breach of the Framework Agreement then the Supplier to be entitled to relief from liability and/or breach to the extent that the cause of the breach is the impact of COVID-19.
In order for a proposal for relief to be considered, the Supplier must issue a Relief Notice to NHS Digital in accordance with the procedure described in section 2 of the Service Management Standard (under the Relief Event Parameters heading) and clause 6.11 to 6.15 of the Framework Agreement.
In each Relief Notice, the Supplier must identify the extent to which the impact of COVID-19 has caused the failure and describe the measures being taken to mitigate the impact.