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:

 

  1. 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.

  2. 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. 

  3. 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.

  4. 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.