GPSOC FRAMEWORK AGREEMENT
SCHEDULE 2.2
Service Level Specification
Version 7.0
Version
Date
Amendment history
1.0
19 August 2013
1st version issued to bidders
(ITPD)
2.0
20 September 2013
2nd version issued to bidders
prior to dialogue meetings
3.0
04 November 2013
Updates
following
dialogue meetings.
4.0
bidder
Updates following further
bidder dialogue meetings
5.0
20 December 2013
Various amendments including
to Service Level Unit Points,
Incident Referral times and
methods of Service Desk
contact.
6.0
7 February 2014
Updates prior to publication to
bidders
7.0
24 March 2014
For execution
CONTENTS
1.
DEFINITIONS ........................................................................................................................... 1
2.
KEY PRINCIPLES .................................................................................................................. 12
3.
SERVICE REQUIREMENTS ................................................................................................. 17
4.
SERVICE LEVELS ................................................................................................................. 34
5.
SERVICE POINTS .................................................................................................................. 63
6.
PERFORMANCE MANAGEMENT ...................................................................................... 74
APPENDIX 1: INTERFACE MECHANISM
APPENDIX 2: PMS TEMPLATE
APPENDIX 3: REPORTING REQUIREMENTS
APPENDIX 4: REPORTING PRO-FORMA
ANNEX A: ALTERNATE SERVICE LEVEL SPECIFICATION REQUIREMENTS
1.
DEFINITIONS
In this Schedule, unless the context otherwise requires, the following words shall have the
meanings set out below. Any capitalised terms used in this Schedule 2.2 which are undefined
shall be construed in accordance with the definition given in Schedule 1 of the Framework
Agreement. If there is a conflict between any definitions in Schedule 1 of the Framework
Agreement and this Schedule 2.2, then the definitions in this Schedule 2.2 shall prevail.
"Accurate"
means that the content and structure of a Message
is maintained (subject only to changes made in
accordance with the Authority's Requirements)
from the moment of receipt or generation of the
Message by the Supplier to the moment of
Transfer, or completion of all required
processing, of the Message by the Supplier, and
Accuracy shall be construed accordingly;
"Action Report"
means a report on any operational issue or
problem arising in the delivery of the GPSoC
Services which is produced by the Authority
and/or an organisation in accordance with
paragraph 3.9 of this Schedule;
"Associated Incident"
means an Incident together with all its associated
linked Incidents;
"Authority's Incident Management
Process"
means the ITIL aligned Incident management
process adopted by the Authority;
"Authority's Change and Release
Management Representatives"
means the Authority's representatives responsible
for Changes and Supplier Releases as nominated
by the Authority, as updated from time to time,
and notified to the Supplier;
"Authority's Configuration
Management Process"
means the ITIL aligned Configuration
Management process adopted by the Authority;
"Automated Call Answering
Technologies"
means any technology that avoids a call being
answered directly by a Service Desk Operative
including, but not limited to, recorded messages,
on hold, interactive voice response and/or other
automated services (whether optional or not) such
as allowing the End User to request a call back;
"Availability"
has the meaning given to it in paragraph 4.1 of
this Schedule;
"Available"
has the meaning given to it in paragraph 4.1.2.1
of this Schedule;
"Call Answer Time"
has the meaning ascribed in paragraph 4.5.1;
V
1
"Capacity Management Database"
has the meaning ascribed in paragraph 3.7.4;
"Capacity Management Process"
means the process by which the Supplier
manages the capacity of the Supplier System;
"Change Advisory Board" (CAB)
means the group of Authority stakeholders who
review and approve all Supplier submitted
Requests For Change;
"Component System"
means the set of shared software applications and
hardware (as applicable) used by the Supplier to
provide the GPSoC Services (including Interface
Mechanism Services). The definition of
Component System must be agreed with the
Authority and would typically be one instance of
the service: it must be capable of delivering the
whole GPSoC service to one or more
practices/ROSUs and should not be an
architectural layer within an instance. It shall be
defined at a level where typically an Availability
impact on performance impact would be
experienced by all Practices/ ROSUs served by
that component system;
"Contact"
means any contact by an End User, an
organisation and other stakeholders (including the
Authority) with the Service Desk Service
including, but not limited to, calls, emails, web
forms and faxes;
"Core Support Hours"
has the meaning ascribed in Table 1,
paragraph 2.11;
"Corrupt"
means that a Message is not Accurate, and the
word Corrupted shall be construed accordingly;
"Critical Service Level" or "CSL"
has the meaning ascribed in paragraph 2.6.1.3;
"Current Version"
means the current version of a GPSoC Service
(including hardware, software and infrastructure
on which the GPSoC Service operates) which
incorporates the latest Supplier Releases,
upgrades and versions made generally available
to Practices;
"Defect"
means an Event affecting a GPSoC Service that
has yet to be deployed to the first Practice
irrespective of whether or not the Root Cause of
the Event is known or unknown but, for the
avoidance of doubt, excludes Deployment
Problems and Deployment Incidents;
V
2
"Deployment Incident"
means an Event affecting a GPSoC Service that
has received a Dev MAC but has yet to receive
Full Rollout Approval;
"Deployment Problem"
means the unknown Root Cause of one or more
existing or potential Deployment Incidents;
"Emergency Change"
for the purposes of this Schedule 2.2 only, means
a change in ITIL terminology that needs to be
implemented to prevent a severity 1 or 2 Incident
or resolve a severity 1 or 2 Incident, where the
details have been submitted to the Authority's
Service Management Change and Release Team,
in accordance with the Authority’s Change
Management Process;
"End User"
means any person authorised to use a Supplier
System and/or the GPSoC Services or the
Authority or NHS Trust representing the End
User or a Registered Online Service User
(ROSU) as defined in Schedule 1 and appropriate
to the Supplier System;
"Event"
means any occurrence that is not part of the
standard operation of a GPSoC Service which
either:
(a)
causes, or may cause if End Users were
at the relevant time using that GPSoC
Service, an interruption to or a reduction
in the quality of that GPSoC Service; or
(b)
has the potential to cause an interruption
to or a reduction in the quality of that
GPSoC Service once that GPSoC Service
has achieved Business Go-Live as
defined in Schedule 2.1 (or the
documents referred to therein);
"Excusing Cause"
has the meaning as set out in paragraph 3.10, in
particular paragraph 3.10.4;
"Failure Service Level" or "FL1"
has the meaning ascribed in paragraph 2.6.1.2;
"GPSoC Live Service Issues/Incident
Escalation Process"
is the documented process for escalating GPSoC
live service issues from GPs and other key NHS
stakeholders to the Authority's service
management team;
"GPSoC Service Types"
has the meaning ascribed in paragraph 2.3.1 of
this Schedule;
V
3
"High Impacting Event"
means any event that has a high impact upon the
Authority, any supplier of GPSoC Services, any
ISP or any party receiving GPSoC Services,
including, but not limited to, Problems, Incidents,
Changes, and Supplier Releases;
"HSSI"
means high severity service Incident and is
defined within the Supplier's Incident
Management Process;
"Incident"
means an Event affecting a GPSoC Service that
has been Deployed;
"Incident Management Process"
means the ITIL aligned Incident management
process adopted by the Supplier in accordance
with paragraph 3.3 of this Schedule;
"Incident Record"
means the record of the details and history of an
Incident created by the Supplier on the Service
Management Toolset, in accordance with the
Incident Management Process;
"Incident Resolution Service Level"
has the meaning ascribed in paragraph 4.6.1.1;
"Integrated Service Provider" or
"ISP"
means the Supplier, each GPSoC supplier each
LSP, each NISP, each NASP and each third party
supplier that provides ICT to the Authority;
"Interface Mechanism"
means a technical method that enables separate
third party systems to: read demographic and
clinical information for individual patients, or to
extract such information in bulk, for example to
support secondary uses; enter data into the
GPSoC Supplier's clinical IT systems, for
example to support innovative clinical tools; and
support application integration, allowing
user-experience enhancements; and which has
full documentation sufficient to allow third
parties to understand and develop against the
technical interface mechanism without further
assistance from the GPSoC Supplier;
"Knowledge Article"
means a solution to a specific "Incident" or
"Event" that has been identified and will be used
or applied by the relevant Service Desk in order
to resolve incidents that are logged with that
Service Desk. The Knowledge Article will only
be used to resolve incidents where the incident
description meets the specific symptoms
associated with that "Event" or "Incident" and
detailed in the Knowledge Article;
V
4
"Local Organisation"
shall have the meaning given to it in Schedule 1
(Definitions) of the Framework Agreement;
"Logged"
means:
(a)
in relation to a Problem, details of the
Problem have been logged on the Service
Management Toolset and a Problem
Record has been created; and
(b)
in relation to an Incident, details of the
Incident have been logged on the Service
Management Toolset and an Incident
Record has been created,
"Log" and "Logging"
shall be construed accordingly;
"Maintenance Release"
means any release that resolves one or more live
service incidents or problems and/or performance
improvements, but does not include the
introduction of new functionality;
"Measured Elements"
has the meaning given to it in paragraph 2.5.3 of
this Schedule;
"Measurement Component"
means the component in respect of which the
Service Levels are measured, as detailed for each
Service Level in paragraph 2.12 of this Schedule;
"Measurement Dispute Notice"
means a written notice issued by the Supplier and
provided to the Authority in accordance with
paragraph 6.11.6, disputing the content of a
Rejected Reporting Notice;
"Measurement Period"
means the period over which the Service Levels
are measured, as detailed for each Service Level
in paragraph 2.12;
"Message"
means a structured set of data which is, or is
intended to be, transferred as part of the GPSoC
Services;
"Minimum Data Set"
means the form that is completed to enable an
incident to be raised with a Supplier. This is
agreed by the Supplier as the base level of
information required, thus ensuring that the
required amount of information is available to
enable the incident to be investigated;
"NASP"
means each national application service provider
supplying ICT services to the Authority;
V
5
"National Service"
means any IT service delivered by the Authority
to the NHS;
"NISP"
means each national infrastructure service
provider supplying ICT services to the Authority;
"Non Core Support Hours"
has the meaning ascribed in paragraph 2.11;
"Non Support Hours"
has the meaning ascribed in paragraph 2.11;
"Normal Change"
means a change in ITIL terminology where the
details have been submitted to the Authority
Service Management Change and Release Team
at least seven days prior to implementation and
complies with the Authority Change and Release
process;
"Offered Call(s)"
means any call(s) received by the Telephony
System that are potentially capable of being
answered by a Service Desk Operative during
Support Hours, save as provided in
paragraph 4.5.2, and "Offered" shall be construed
accordingly, this excludes any calls that are
abandoned within 180 seconds;
"On Hold Status"
has the meaning ascribed in paragraph 3.3.3.19;
"Operating Service Level" or "OSL"
has the meaning set out in paragraph 2.6.1.1 of
this Schedule (the OSL for each Service Level is
set out in paragraph 4 of this Schedule);
"Outage Period"
means a single continuous period of Unplanned
Downtime or Unpermitted Downtime;
"Performance Monitoring Reports" or
"PMR"
means the PMR report referred to in the table in
appendix 3 of this Schedule;
"Performance Monitoring System"
has the meaning given to it in paragraph 6.3.1;
"Performance Reporting"
has the meaning given to it in paragraph 6.1;
"Performance Reports"
means any performance reports that the Supplier
is required to produce detailed in the table in
appendix 3 of this Schedule;
"Permanent Fix"
means a fix that resolves the underlying Root
Cause of a Problem;
"Permitted Downtime"
means a period of Planned Downtime agreed
between the Supplier, the Authority and any other
relevant party, and in accordance with the process
detailed in paragraph 3.6;
V
6
"Permitted Downtime Window"
means the period between the start and end times
stated on a RFC that has been agreed by the
Authority;
"Planned Downtime"
means a period of Service Downtime planned in
advance by the Supplier (which, for the
avoidance of doubt, includes both Permitted
Downtime and Unpermitted Downtime);
"Previous Versions"
means any historic version of a GPSoC Service
(including hardware, software and infrastructure
on which the GPSoC Service operates) but
excluding the Current Version;
"Principal Clinical System"
means a system provided under Lot 1 meeting all
Principal Clinical System Services;
"Problem"
means in respect of one or more existing or
potential Incidents either: (a) the unknown Root
Cause or (b) a known Root Cause that has yet to
be Resolved;
"Problem Management Process"
means the ITIL aligned problem management
process adopted by the Supplier in accordance
with paragraph 3.4 of this Schedule;
"Problem Record"
means a record of the details and history of a
Problem raised by the Supplier on the Service
Management Toolset in accordance with the
Problem Management Process;
"Registered Online Service User" or
"ROSU"
means any user who is legally authorised and
registered so that they can access patient
information using patient access services. For
example to book appointments and request repeat
prescriptions. Note these examples are not an
exclusive list of the services that a ROSU may
use. ROSU may include patients, carers, friends
and family members who act on behalf of the
patient;
"Rejected Reporting Notice"
means a written notice issued by the Authority
and provided to the Supplier in accordance with
paragraph 6.11.2, setting out the Performance
Monitoring data that the Authority considers to
be inaccurate or incomplete;
"Release and Maintenance Plan"
means a Schedule that contains details of the
Supplier Releases that the Supplier is obliged to
maintain in accordance with paragraph 3.6
and 4.10 of this Schedule;
V
7
"Release Management Process"
means the ITIL aligned Release Management
Process adopted by the Supplier in accordance
with paragraph 3.6 of this Schedule;
"Repeat Failure"
has the meaning given to it in paragraph 5.7 of
this Schedule;
"Request for Change" or "RFC"
means a request for change form;
"Resolution Time"
means:
"Resolved"
(a)
in relation to an Incident, the length of
time it takes the Supplier to Resolve the
Incident, calculated in accordance with
paragraph 3.3 of this Schedule; and
(b)
in relation to a Problem, the length of
time it takes the Supplier to successfully
implement a fix for the Problem,
calculated in accordance with
paragraph 3.4 of this Schedule;
means:
(a)
in respect of a Problem, that a Permanent
Fix for the Problem has been successfully
implemented (at not less than one
Practice for each affected GPSoC Service
Type for practice facing Services); and
(b)
in respect of an Incident:
(i)
the Event ceases to apply to the
relevant GPSoC Service and all
previously affected End Users
are able to use the relevant
GPSoC Service without
interruption or reduction in
quality; or
(ii)
the End Users are provided with
an alternative temporary
acceptable solution to the
Incident which allows them to
use the equivalent functionality
of the relevant GPSoC Services,
"Resolve" and "Resolution"
shall be construed accordingly;
"Root Cause"
means the underlying reason for the occurrence
of an Incident, Defect or Problem (as the case
may be);
V
8
"Service Acceptance Process"
means the process and the incorporated criteria
that are used to ensure that the GPSoC Service
meets its functionality and quality requirements
and that the Supplier is ready to operate the new
GPSoC Service when it has been deployed. The
Service Acceptance Process will be initiated
when a new service, supplier or major release is
to be introduced to the live environment;
"Service Bridge"
means the Authority's team responsible for the
management and communication of Supplier
High Severity Service Incidents;
"Service Desk" or "Help Desk"
means the single point of contact service desk set
up and operated by the Supplier pursuant to the
Service Desk Service;
"Service Desk Operative"
means a live telephone operative responsible for
answering calls received by the Service Desk;
"Service Desk Service" or "Help Desk
Service"
means a service desk facility to support the
GPSoC Services;
"Service Downtime"
means any period of time which a GPSoC
Service is not Available for any reason (which,
for the avoidance of doubt, includes Planned
Downtime and Unplanned Downtime);
"Service Level"
means a service level specification detailed in
paragraph 4;
"Service Level Representatives"
means appropriate representatives appointed by
the Authority and the Supplier, and updated from
time to time, with authority to act on behalf of
their respective party in matters relating to
service management;
"Service Management Toolset"
means the ITIL aligned toolkit used by the
Supplier to in order to support service
management processes and deliverables;
including but not limited to Service Desk,
Incident, Problem, Change, Release, Availability,
Capacity and Configuration Management. The
Service Management Toolset can be an integrated
tool or support ITIL processes individually;
V
9
"Service Owner"
means the Authority service management
representative responsible for providing a single
point of contact to the Supplier and leading all
service management activities related to the
GPSoC Services to ensure that the overall aims
and objectives of the programme are supported
appropriately and that the quality of live service
is upheld;
"Service Points"
means the service points described in paragraph 5
which accrue to the Supplier in the event of any
failure by the Supplier to achieve an Operating
Service Level in respect of GPSoC Services;
"Service Review Meeting"
means the regular meeting between the Authority
and the Supplier to manage and review the
Supplier's performance under the Framework
Agreement, as described in paragraph 6.2 of this
Schedule;
"Service Request"
means a request from an End User for
information, or advice, or for a standard activity
provided by the Service Desk. For example to
reset a password, or to unlock an account;
"Severity Level"
means the level of severity allocated to an
Incident or a Problem by the Supplier (or the
Authority as applicable) in accordance with
paragraphs 3.3 and 3.4 of this Schedule
respectively;
"Severity Level Guidelines"
means the rules and guidance notes which apply
to the assessment of Severity Levels as set out in
the maintained documents "GPSoC Problem
Severity Guidelines' and the 'GPSoC Incident
Management Guidelines', as updated by the
Authority from time to time;
"SSD Contact Centre"
means the Systems and Service Delivery Contact
Centre (previously called the CFH Service Desk)
delivered by the Authority;
"Subsidiary Module Services"
means the Subsidiary Module Services as defined
in Schedule 2.1;
"Subsidiary Module System"
means a Supplier System delivering Subsidiary
Module Services under the terms of this
Framework Agreement;
"Supplier's Change and Release
Management Representatives"
means the Supplier's representatives responsible
for Changes and Supplier Releases as nominated
by the Supplier, as updated from time to time,
and notified to the Authority;
V
10
"Supplier System"
means any IT System, provided under the terms
of this Framework Agreement, in order to meet
the Requirements as defined in Schedule 2.1;
"System Response Time"
has the meaning given to it in paragraph 4.2 of
this Schedule;
"Support Communication"
means any written communication sent from the
Supplier to End Users, organisation or other
stakeholders relating to an Incident or a Problem;
"Support Hours"
has the meaning ascribed in paragraph 2.11;
"Support Model"
means the documented process of the activities
required for the management of incidents
detailing roles, responsibilities and any interfaces
between Principal, Subsidiary and other third
party suppliers;
"Telephony System"
means the telephony system used by the
Supplier's Service Desk to receive telephone
calls;
"Transaction Type" or "PTT"
means one of the transaction types described in
appendix 1 to this Schedule;
"Transfer"
means the point at which responsibility for a
Message transfers from the Supplier to an
organisation;
"Unavailable"
means not Available;
"Unit Points"
means the points which accrue to the supplier in
respect of the Incident Resolution Service Level
in the event of a failure by the supplier to achieve
an OSL in respect of GPSoC Services;
"Unpermitted Downtime"
means a period of Planned Downtime not agreed
between the Supplier, the Authority and any other
relevant party in accordance with
paragraph 3.6.7;
"Unplanned Downtime"
means a period of Service Downtime not planned
in advance by the Supplier, resulting from an
Incident or otherwise;
"Web Portal"
means the interface provided by each GPSoC
supplier to enable users to log new incidents,
service requests and view updates;
"Unresolved"
means not Resolved; and
"Verification Testing"
has the meaning ascribed in paragraph 6.3.4.
V
11
2.
KEY PRINCIPLES
2.1
Scope of this Schedule
This Schedule sets out:
2.2
2.3
2.1.1
the service management requirements and standards which the Supplier
must meet in the delivery of the GPSoC Services and the mechanism by
which the Supplier's delivery of the GPSoC Services shall be monitored
and measured as set out in paragraphs 3 and 4;
2.1.2
the method by which Service Points are calculated as set out in
paragraph 5; and
2.1.3
the Authority's requirements for the Supplier to report its performance of
the GPSoC Services and the method by which the Supplier's performance
of the GPSoC Services will be monitored as set out in paragraph 6.
The concept of Service Levels
2.2.1
The GPSoC Services shall be monitored against six categories of Service
Levels, each category having a number of Service Levels, as set out in the
table at paragraph 2.12.
2.2.2
The Service Levels are intended to:
2.2.2.1
ensure that the GPSoC Services are of a consistently high quality and
meet the Authority's requirements as to performance and reliability;
2.2.2.2
provide a mechanism under which there can be meaningful
recognition of the impact of the Supplier's failure to deliver the level
of GPSoC Service which it has contracted to deliver;
2.2.2.3
incentivise the Supplier to meet the Service Levels and to remedy
any failure to meet the Service Levels expeditiously; and
2.2.2.4
ensure that Suppliers delivering GPSoC Services work
collaboratively in order to ensure that a high quality and reliable end
to end service is delivered to End Users.
Categories of GPSoC Services
2.3.1
There are two categories of GPSoC Services which fall under the ambit
of this Service Level Specification:
2.3.1.1
GPSoC Service Type 1; critical services used by practice staff to
support clinical and administrative process and activities including
both front-office and back-office;
2.3.1.2
GPSoC Service Type 2; online patient-facing services which are used
by Registered Online Service Users (ROSU's) through the internet;
(together "GPSoC Service Types").
V
12
2.3.2
2.4
2.5
Apart from the application of Service Points, unless expressly stated
otherwise, all other requirements in this Schedule (including, but not
limited to, monitoring, measurement and reporting of Service Levels)
shall apply to both GPSoC Service Types.
Supplier Systems
2.4.1
The Supplier provides GPSoC Services via one or more Supplier
System(s).
2.4.2
Each individual Supplier System provides GPSoC Services via one or
more Component System(s).
2.4.3
The Supplier is required to meet the provisions of this Schedule for each
Supplier System and the obligations on the Supplier shall be interpreted
accordingly.
2.4.4
Each Practice may receive GPSoC Services from more than one
Component System at a time.
2.4.5
The Supplier System(s) may include any combination of Principal
Clinical Systems and/or Subsidiary Module Systems. The requirements in
this Schedule apply separately to each Supplier System, whatever GPSoC
Services that system provides. (For example where a Supplier is
delivering two Principal Clinical Systems and five Subsidiary Module
Systems for the purposes of this Schedule they will be providing seven
Supplier Systems and are required to meet the requirements of this
Schedule for each of those).
Measuring the provision of GPSoC Services against the Service Levels
2.5.1
The Supplier must measure the requirements of each Service Level
separately for each Supplier System except for the Call Answer Time
Service Level. The Call Answer Time Service Level shall be measured
collectively in respect of all Supplier Systems.
2.5.2
Each Service Level has a component in respect of which the Service
Level should be measured ("Measurement Component") and a defined
period across which the Service Level must be measured
("Measurement Period"), both as detailed in paragraph 2.12.
2.5.3
Each Service Level is split by the appropriate Measurement Component
and Measurement Period which produces a number of measured
element(s) ("Measured Element(s)") that need to be measured for each
Service Level each and every month.
2.5.4
Each Service Level will generally have multiple Measured Elements. For
each Service Level, the Supplier shall measure and monitor each
Measured Element in accordance with the provisions of paragraph 4 and
shall provide the results of such monitoring to the Authority in
accordance with the provisions of paragraph 6 of this Schedule.
V
13
2.6
Service Level rating and thresholds
2.6.1
Each Measured Element shall be measured against the Service Levels and
rated with a standard of service. Service Level ratings are as follows:
2.6.1.1
the expected level of service ("Operating Service Level" or
"OSL");
2.6.1.2
the level at which the Supplier fails to achieve the Operating Service
Level and Service Points, where relevant, accrue ("Failure Service
Level" or "FL1") (if this rating applies); or
2.6.1.3
an unacceptable level of service, below which a failure is deemed to
be critical ("Critical Service Level" or "CSL"),
when measured against the Service Level thresholds as detailed in paragraph 4.
2.6.2
The Supplier is responsible for delivering the GPSoC Services to ensure
that the Supplier achieves the OSL for each Measured Element.
2.6.3
In some cases, the Service Level thresholds have more than one
measurement requirement. In such cases:
2.6.3.1
the Supplier must satisfy each of the measurement requirements
relating to the OSL for the relevant Measured Element to be
categorised as an OSL;
2.6.3.2
unless paragraph 2.6.3.3 applies, if the Supplier's performance falls
outside one or more of the measurement requirements relating to the
OSL, the relevant Measured Element shall be categorised as a FL1;
and
2.6.3.3
if the Supplier performance falls within one of the measurement
ranges relating to the CSL, the relevant Measured Element shall be
categorised as a CSL.
2.6.4
2.7
All Service Level thresholds are set by the Authority for all GPSoC
Service Types.
Service Points, Unit Points and Service Deductions
2.7.1
For each Supplier System, in the event that the Supplier fails to achieve
an OSL for any Measured Element in respect of a Service Level in any
month, the Supplier shall accrue Service Points in accordance with the
tables in paragraph 5.5.4.
2.7.2
The conversion of Service Points into Service Deductions is based upon
the Service Charge payable by the Authority for that particular Supplier
System.
2.7.3
Service Points are used to calculate the proportion of the Service Charge
that will be refunded by the Supplier to the Authority in the form of
Service Deductions.
V
14
2.7.4
In relation to the Incident Resolution Service Level only, in the event that
paragraph 2.7.1 applies, the Supplier shall first accrue Unit Points, which
shall then be converted into Service Points at the end of the month. Unit
Points accrue in direct proportion to the number of Practices or ROSU
affected by a particular Incident at the time it is resolved as detailed in
paragraph 5.
2.7.5
For the avoidance of doubt, if the Supplier provides GPSoC Services for
less than a full month then the Service Points shall be available for
application in full to the relevant partial month except that Availability
Service Levels shall only be applied for GPSoC Services received prior to
the 16th of each payment month.
2.7.6
The consequences for the Supplier failing to attain an OSL for any
Measured Element (other than the accrual of Service Points which are
detailed in paragraph 2.7.3 of this Schedule) are detailed in the
Framework Agreement.
2.8
Service Levels for any Future Services not agreed prior to the Effective Date shall be
determined in accordance with the Change Control Procedure.
2.9
The Supplier agrees to co-operate and liaise with the Authority and other suppliers to the
Authority so as to assist with the successful and timely delivery of the services and the
resolution of any Incidents as may reasonably be required.
2.10
In line with the GP System Interface Mechanism Requirements (as detailed in Schedule 2.1)
the Supplier shall establish and maintain a relationship with other Suppliers to ensure that the
support of the GPSoC Services meets the requirements of this Schedule at all times.
2.11
Overview of Service Hours
Category
Time Period
Applicable Days
Support Hours
06:30 - 20:30
Sunday - Saturday
(inclusive) including Bank
Holidays
Core Support Hours
07:30 - 19:00
Monday - Friday
09:00 - 13:00
Saturday
06:30 - 07:30 & 19:00 - 20:30
Monday - Friday
06:30 - 09:00 & 13:00 - 20:30
Saturday
06:30 - 20:30
Sunday and Bank Holidays
20:30 - 06:30
Sunday - Saturday
(inclusive) including Bank
Holidays
Non-Core Support
Hours
Non Support Hours
During Support Hours the Supplier must deliver a fully functioning Service Desk as set out in
paragraph 3.2 of this Schedule except that during Non-Core Support Hours the Supplier may
V
15
agree deviations in advance with the Authority. An example of an acceptable approach during
this period would be a virtual desk provided by an on call rota.
For the avoidance of doubt all Service Levels as detailed in paragraph 4 are applicable
irrespective of the approach to the provision of Service Desk that may be agreed.
2.12
Overview of Service Levels
Number of
Service Level
1
2
3
Categories of
Service Levels
Availability
Management
System
Response
Times
Service
Levels
Measured by
Supplier
System or by
Supplier
Measurement Measurement
Component
Period
Availability –
Support Hours
Measured per Supplier
System
Per Component
System
Per Month
Availability – Non
Support Hours
Measured per Supplier
System
Per Component
System
Per Month
Interface Mechanism
System Response
Times (PTTs)
Measured per Supplier
System
For each PTT, per
Component System
Per 5 Hour Rolling
period in the month
Message Accuracy
and Transfer
Measured per Supplier
System
All Messages within
the boundary of the
Supplier's
responsibility
Per Month
End User Interaction
Timings
Measure per Supplier
System
For each EUIT, Per
Component System
Per 5 Hour Rolling
period per Month
Call Answer Time
Measured by Supplier
All calls that have
been Answered
Per day in the month
Service Desk
('Answered' is defined
in paragraph 4.5.1.3)
4
5
6
Incident
Management
Problem
Management
Reporting
Incident Resolution
Times
Measured per Supplier
System
Per Incident Resolved
Per Month
All Severities
Resolution Time
Measured per Supplier
System
All Telephone
Incidents Resolved
Per Month
Incident Referral
Measured per Supplier
Per Incident Referred
Per Month
Problem
Management
Measured per Supplier
System
Per Problem Record
Per Month
Problem Tracker
Measured per Supplier
System
The Problem Tracker
Per Week
Practice and
Component System
Report
Measured per Supplier
System
The Practice and
Component System
Report
Per Month
Capacity Report
Measured per Supplier
System
The Capacity Report
Per Month
High Severity
Incident Report
Measured per Supplier
System
The High Severity
Incident Report
Per Month
Release and
Maintenance Plan
Measured per Supplier
System
The Release and
Maintenance Plan
Per Week
V
16
Number of
Service Level
Categories of
Service Levels
Service
Levels
Measured by
Supplier
System or by
Supplier
Measurement Measurement
Component
Period
PMR Delivery and
Accuracy
Measured per Supplier
System
The PMR
3.
SERVICE REQUIREMENTS
3.1
Service Management Generic
3.2
Per Month
3.1.1
For GPi1 Services and GPi2 Services the Supplier must comply with the
relevant provisions of ISO/IEC 20000 standards, or equivalent and any
subsequent revisions to these standards.
3.1.2
For GPi3 Services and GPi4 Services, Suppliers must be able to provide
auditable evidence of compliance to ISO/IEC 20000 standard or an
equivalent standard, such as an independent audit report or current
certificate of registration, and any subsequent revisions to these
standards.
3.1.3
The Supplier shall utilise an ITIL based Service Management Toolset for
all service management Areas; Service Desk, Incident, Problem, Change,
Release, Capacity and Configuration.
3.1.4
Each Supplier shall implement a comprehensive Performance Monitoring
System to monitor and measure the performance of services being
delivered and performance against agreed Service Levels and Key
Performance Indicators.
3.1.5
The Support Hours for each of the GPSoC Services are 06:30 until 20:30
seven days per week including Bank Holidays.
3.1.6
The Supplier shall meet the Operating Service Level for all GPSoC
Services delivered. For each Supplier System, in the event that the
Supplier fails to achieve an OSL for any Measured Element in respect of
a Service Level in any month, the Supplier shall accrue Service Points.
Service Points are used to calculate the proportion of the Service Charge
that will be refunded by the Supplier to the Authority in the form of
Service Deductions.
3.1.7
The Service Management Toolset must retain all data within the tool for a
minimum of 24 months.
Service Desk
3.2.1
The Supplier must provide a Service Desk that will accept Incidents and
Service Requests related to the GPSoC Services.
3.2.2
The Service Desk shall, during Support Hours, provide the following
functions that allow End Users, Service Desks acting on behalf of End
Users, Service Recipients and the Authority to:
V
17
3.2.2.1
request and receive updates on the progress of Resolution on specific
Incidents, Problems and Service Requests;
3.2.2.2
and escalate or make a complaint regarding the standard of any
service provided by the Supplier;
3.2.2.3
for Patient Facing Services direct portal and/or email contact shall be
provided; and
3.2.2.4
for GP Practice Services the only mandatory method of contact is
telephone.
3.2.3
The Supplier shall record all Contact that the Service Desk receives by
telephone, direct web portal and email on an appropriate Service
Management Toolset and provide each caller with a unique Incident
reference number for that Contact. Any Contact in relation to an existing
Incident shall be recorded against the existing Incident reference.
3.2.4
The Supplier's Service Desk telephone number must be a single,
published number which is either free or standard rate charged.
3.2.5
Automated Call Answering Technologies are not permitted as a
mechanism to answer a call. All calls should be Answered by a Service
Desk Operative during Support Hours.
3.2.6
The Supplier must publish an appropriate escalation and complaints
process for End Users, Service Desks acting on behalf of End Users,
Service Recipients, other suppliers and the Authority to utilise.
3.2.7
The Supplier's Service Desk shall at all times reasonably co-operate with
the NHS Service Desks (eg, local Service Desks, SSD Contact Centre),
the Authority and if appropriate other suppliers, including Principal and
Subsidiary Suppliers, in the investigation and resolution of Incidents and
Problems associated with the GPSoC Services and with services provided
by other ISPs.
3.2.8
Emails shall be deemed received by the Supplier once they are received
by the Supplier's mail server or equivalent remote mail server and must
provide an automatic acknowledgement when received.
3.2.9
The Web Portal shall provide the End User with a mechanism to Log new
Incidents and Service Requests, view updates on existing Incidents and
Service Requests and provide a unique reference number when Logging
new Incidents or Service Requests.
3.2.10
The Suppliers are responsible for ensuring that the Support Model
between Principal and Subsidiary Suppliers is documented and agreed by
all parties to the agreement, including the agreement of Minimum Data
Sets for incident logging and referral, provision of Knowledge Articles to
support incident management and the GPSoC Live Service
Issues/Incident Escalation Process. This Support Model must be agreed
by the Authority during the CAP and prior to FRA and, where
appropriate, be integrated with the Authority's Support and Incident
Model.
V
18
3.2.11
3.3
The Supplier shall agree a Support Model for each Supplier interface for
an End User to Log an Incident in relation to the operation of a GPSoC
Service following one of the two methods detailed:
3.2.11.1
Method 1 - End User logs all Incidents and Service Requests with
Principal Supplier who will investigate and if appropriate refer the
Incident to the Subsidiary Supplier.
3.2.11.2
Method 2 - Both Principal and Subsidiary Suppliers will allow the
End Users to Log Incidents and Service Requests for the GPSoC
Services that they provide. The receiving Supplier will investigate
and if appropriate refer the Incident to the Supplier who they believe
is responsible for Resolution.
3.2.11.3
The selected method must be communicated to End Users. In both
Methods there must be a direct relationship between Suppliers of the
Principal Clinical System and the Subsidiary Module System (this
includes but is not limited to Logging Incidents, problems, managing
escalations, complaints and managing Changes).
3.2.11.4
The Principal Supplier and Subsidiary Supplier shall agree between
themselves the level of support to be provided by the Principal
Supplier, including the Incident types that the Principal Supplier will
have responsibility to Resolve. When agreed, the Principal Supplier
and Subsidiary Supplier shall each confirm to the Authority in
writing the Support Model reflecting the type of Incidents that each
shall be responsible for. Where a Principal Supplier has responsibility
to Resolve an Incident on behalf of the Subsidiary Supplier then the
Subsidiary Supplier must provide Knowledge Articles and other
supporting documents or tools in order to facilitate a Resolution.
Incidents that cannot be resolved by the Principal Supplier will be
passed to the Subsidiary Supplier for further investigation and
resolution in accordance with the timescales in the Incident Referral
Service Level as detailed in paragraph 4.8.
Incident Management
3.3.1
Supplier Responsibilities
3.3.1.1
The Supplier shall implement and follow an ITIL aligned Incident
Management Process, which is in accordance with the requirements
outlined within the Authority's Incident Management Process, in
order to manage all Incidents that the Supplier becomes aware of.
3.3.1.2
The Supplier shall ensure that it has sufficient resources in place to
manage the Incident Management Process and work collaboratively
with the Authority to improve the effectiveness of the management
and Resolution of all Incidents.
3.3.1.3
The Supplier shall liaise with the Authority to investigate and
Resolve Incidents in the following circumstances:
(a)
the Supplier has failed to Resolve the Incident within the
relevant OSL; and/or
V
19
3.3.2
(b)
an End User has notified the Authority about the Incident (as
a result of escalation or otherwise); and/or
(c)
the Incident constitutes a HSSI; and/or
(d)
an Incident has occurred where the root cause is not yet
known and multiple Suppliers are engaged.
Incident Management - Toolset
3.3.2.1
The Supplier's Service Management Toolset shall provide the means
to record, track and monitor Incidents from the moment that an
Incident Record is Logged on the Service Management Toolset
through to the Resolution of the Incident and completion of any
subsequent remedial activities. In addition the Service Management
Toolset shall be able to distinguish between Incidents and Service
Requests.
3.3.2.2
The Service Management Toolset must automatically allocate each
Incident Record with a unique reference number when the Incident is
Logged; have an audit trail facility that is able to track and report
against all changes made to Incident data held within the Service
Management Toolset and retain all data within the Service
Management Toolset for a minimum of 24 months and capable of
being measured against the Service Level according to the severity of
the Incident.
3.3.2.3
The Service Management Toolset must be capable of containing for
each Incident:
3.3.2.4
(a)
the associated Incident unique reference numbers for each
linked Incident;
(b)
details of the person notifying the Supplier of the Incident;
(c)
Progress/Resolution notes detailing the activities that have
been implemented as part of the Resolution of the Incident;
(d)
the date the Incident Record is raised, resolved and closed;
(e)
each affected Supplier System;
(f)
the individual or team within the Supplier's organisation
responsible for Resolving the Incident;
(g)
the reasons for any Incident not being resolved within the
appropriate OSL.
The Supplier shall raise an Incident Record on the Service
Management Toolset as soon as the Supplier becomes aware of an
Incident or is requested to raise an Incident Record by the Authority
(acting reasonably), where an Incident should have been raised
already.
V
20
3.3.2.5
The Supplier shall apply the Incident severity guidelines.
3.3.2.6
The Supplier shall provide the Authority Local Organisations and
other Call Off Ordering Parties with real time read-access to its
Service Management Toolset for all open and Resolved Incident
Records. The Authority requirement is for two read only licences .
3.3.2.7
The Supplier shall ensure that a separate Incident is Logged by the
Supplier in respect of every Incident that the Supplier becomes aware
of and in respect of every subsequent report of an Incident of the
same type made to the Supplier by or on behalf of a Practice.
3.3.2.8
The Service Management Toolset must have the capability to link
Incidents when multiple Incidents are reported for the same service
impact.
3.3.2.9
Where an Incident is reported to the Supplier by another supplier or
via the SSD Contact Centre, the Supplier will (in the Supplier's
Incident log) record the reporting party's Incident log number and
shall update the reporting party on a regular basis until the Incident is
Resolved.
3.3.2.10
The Supplier shall be deemed to be aware of, and is responsible for
Logging Incidents identified by End Users, or other suppliers through
the use of performance monitoring and requested by the Authority
from time to time, in accordance with paragraph 3.3.3.2.
3.3.2.11
The Supplier is responsible for Incidents that have developed from
Deployment Incidents as a consequence of a Release receiving Full
Rollout Approval.
3.3.3
Incident Management
3.3.3.1
The Supplier shall Resolve all Incidents within the OSL. The
Resolution Time of an Incident is measured from the time that the
Supplier became aware of the Incident until the Incident is Resolved,
excluding any period that the Incident was in an "On Hold" status.
3.3.3.2
The Supplier shall be deemed to have become aware of an Incident
on the earlier of:
(a)
when the relevant Incident is reported to a Service Desk
Operator during Support Hours;
(b)
when the Supplier receives an email regarding the relevant
Incident during Support Hours;
(c)
when Support Hours recommence, in the event that the
relevant Incident is reported to the Supplier via a Contact or
otherwise during Non Support Hours; or
(d)
when the Supplier identifies (or where it should have
identified through its normal operational activities) the
relevant Incident itself, via its own Performance Monitoring
V
21
System or otherwise, regardless of whether this occurs in
Support Hours or Non Support Hours (in this case excluding
any deemed awareness as a result of automated receipt of
emails. For the purpose of this paragraph, normal operational
activities shall be deemed to include, without limitation, any
obligations that the Supplier is required to fulfil pursuant to
or in connection with this Schedule, the Framework
Agreement and/or a Call Off Agreement.
(e)
3.3.3.3
when an Incident is reported by another ISP regarding an
impact on a downstream system. (Where an Incident is
reported to the Supplier by another ISP the Supplier will
record the Incident log number of the reporting ISP in the
Incident Record and shall update the reporting ISP on a
regular basis until the Incident is Resolved.)
The Supplier is responsible for:
(a)
allocating each Incident a Severity Level in accordance with
Incident severity guidelines;
(b)
continuously monitoring and updating the Severity Level of
an Incident, if it has changed in accordance with the
guidelines.
3.3.3.4
The Supplier is responsible for the timely referral of Incidents to the
appropriate Service Desk of any suppliers of the Principal Clinical
System, the Subsidiary Module System, ISP or Local Organisation
where such Incidents are reported to the Supplier, but in the
Supplier's informed opinion, the Incident is the responsibility of
another ISP, supplier of GPSoC Services or Local Organisation. The
referring Supplier is responsible for ensuring that the Minimum Data
Set is provided to ensure that the Incident is accepted by the
receiving Supplier and for communicating with the End User that the
Incident has been referred to another supplier.
3.3.3.5
The Supplier shall provide supporting information as may reasonably
be requested by the Authority in order to verify that all Incidents
have been referred in a timely manner.
3.3.3.6
The receiving Supplier is responsible for accepting and Logging the
Incident from the referring Supplier; subject to the receipt of the
agreed Minimum Data Set.
3.3.3.7
In the event of a dispute regarding referral of Incidents, the Supplier
may escalate the dispute to the Authority.
3.3.3.8
In the event that an Incident affects the Interface Mechanism and
impacts the GPSoC Services delivered by downstream Supplier
Systems, the Supplier must accurately record the Incident to ensure
any impact on the Service Level for each Practice and/or downstream
Supplier System is known and accurately reported.
V
22
3.3.3.9
Any Supplier whose GPSoC Services are impacted by an Incident as
described above must provide the Supplier responsible for the
Incident with sufficient information to determine which
Practices/Services have been impacted by the Incident.
3.3.3.10
Linked Incidents shall be measured from the time of the first Incident
until the Resolution and closure of the last linked Incident. This is so
that all Incidents are included within the appropriate measurement of
the Service Levels.
3.3.3.11
All linked Incidents shall have the same Severity Level (whichever is
the highest). Any updates to the original Incident shall be cascaded to
the linked Incidents. Any communications made to the original
Incident shall also be made to the linked Incidents. Where the
Supplier can demonstrate that the impact was significantly different
then, if appropriate and at the sole discretion of the Authority (not to
be unreasonably withheld or delayed), a different Severity may be
agreed and applied to one or more of those linked Incidents.
3.3.3.12
The Supplier shall measure Severity 1 and 2 Incidents continuously
throughout Support Hours and Non Support Hours (24 hours a day,
seven days per week, 365 days a year). Severity 3, 4 and 5 Incidents
are only measured during Support Hours (with the Resolution Time
of a Severity 3, 4 and 5 Incident being paused throughout Non
Support Hours).
3.3.3.13
At the request of an End User, the Supplier shall provide justification
for the allocation of a particular Severity Level to an Incident. If the
Authority determines that the Supplier has wrongly allocated the
Severity Level of an Incident, the Authority may, in its sole
discretion acting reasonably require the Supplier to change the
Severity Level of the Incident at any time (and require the Supplier to
recalculate the Service Level and Service Points (if applicable)). Any
disagreement will be managed via the Dispute Resolution Procedure
in the Framework Agreement.
3.3.3.14
The Resolution Time of an Incident is measured from, the time that
the Supplier became aware of the Incident until the Incident is
Resolved, excluding any period that the Incident was in an 'On Hold
Status'.
3.3.3.15
The Resolution Time of linked Incidents is measured from the time
of the first linked Incident until the final linked incident has been
Resolved and closed.
3.3.3.16
In relation to Severity 3, 4 and 5 Incidents, in the event that the
Supplier became aware of the Incident in Non Support Hours, the
Resolution Time of the Incident shall only start to be measured when
Support Hours recommence. In the same circumstances, the
Resolution of Severity 1 or 2 Incidents would start in Non Support
Hours. Severity 1 and 2 Incidents are measured continuously through
Support Hours and Non Support Hours (24 hours a day, seven days
per week, 365 days a year). Severity 3, 4 and 5 Incidents are only
measured during Support Hours (with the Resolution Time of a
V
23
Severity 3, 4 and 5 Incident being paused throughout Non Support
Hours).
3.3.3.17
The Resolution of an Incident must subsequently be confirmed by a
reasonable number of End Users who were affected by the relevant
Incident. When End Users are unavailable to confirm the Resolution
of an Incident the Supplier shall use other information sources to
reasonably confirm this.
3.3.3.18
If, after the Resolution Time of an Incident has been measured it is
later established that the Incident was not actually Resolved or the
Incident reoccurs within 5 (five) hours of being originally Resolved,
the Incident shall be deemed not to have been Resolved in the first
place and the Resolution Time of the Incident shall be deemed to be
ongoing until the Incident is actually Resolved. The Resolution
measurement will include the time period that the Incident was
temporarily Resolved and/or the time period that the Supplier
believed that the Incident was Resolved (as the case may be).
3.3.3.19
The Supplier may suspend the Resolution Time of an Incident by
placing it in an 'On Hold' status on the Service Management Toolset
("On Hold Status"). The Supplier may only put an Incident in an
'On Hold Status' as follows:
3.3.4
(a)
for the duration that the responsibility for the Incident has
been appropriately assigned to another ISP or suppliers of
Principal Clinical System or Subsidiary Module Services;
(b)
outside of Support Hours for Severity 3, 4 and 5 Incidents
only;
(c)
for the duration that the Supplier is unable to contact an End
User required to Resolve or progress the Incident. In this
instance, the Incident may only be placed on an On Hold
Status after the Supplier has made 3 separate attempts to
contact an appropriate End User at intervals of no less than
15 minutes apart, and the Supplier can demonstrate that
reasonable endeavours have been made to contact other
suitable End Users in the absence of the original End User.
High Severity Service Incidents
3.3.4.1
The Supplier shall implement separate procedures for the
management and communication of High Severity Service Incidents,
in accordance with the Authority's HSSI process.
3.3.4.2
The Supplier shall inform the Authority's Service Bridge within
20 minutes of any Incidents being assigned a Severity Level of 1 or 2
that impacts at least five Practices and/or are deemed to have a
clinical safety or system security/integrity impact. Further updates on
the progress and Resolution of such Incidents shall be provided to the
Service Bridge at intervals of 60 minutes for a Severity 1 Incident
and 90 minutes for a Severity 2 Incident, unless otherwise reasonably
requested by the Authority.
V
24
3.3.4.3
3.4
In the event of a HSSI, the Supplier is permitted to deliver a recorded
message via their interactive voice response system to advise End
Users of the HSSI, however the message should be no more than
15 seconds in length.
Problem Management
3.4.1
The Supplier is responsible for the management and Resolution of all
Problems, shall implement and follow an ITIL aligned Problem
management process including Problem and error control which is in
accordance with the requirements detailed within the Authority's Problem
Management Process in order to manage all Problems that the Supplier
becomes aware of.
3.4.2
The Supplier shall use a suitable Service Management Toolset that
provides the means to record, track and monitor Problems from the
moment that a Problem Record is Logged on the Service Management
Toolset through to the Resolution of the Problem and completion of any
subsequent remedial activities.
3.4.3
The Service Management Toolset must allocate each problem record with
a unique reference number when the Problem is Logged on the Service
Management Toolset, retain all data within the Service Management
Toolset for a minimum of 24 months and be capable of containing for
each Problem:
3.4.3.1
any associated Defect numbers (if applicable);
3.4.3.2
the number of associated incidents;
3.4.3.3
Category of Problem (as defined by the Supplier's Problem
Management Process and aligned to the programme effected when
applicable for example Choose and Book);
3.4.3.4
the individual or team within the Supplier's organisation responsible
for resolving the Problem;
3.4.3.5
the Resolution Time of the Problem;
3.4.3.6
the reasons for the Problem not being Resolved within the
appropriate Operating Service Level;
3.4.3.7
the reasons for any change to the Severity Level of a Problem;
3.4.3.8
each affected Supplier System.
3.4.4
The Service Management Toolset must produce a weekly problem tracker
in a spreadsheet format (for example Microsoft Excel or equivalent) with
data arranged in columns, in accordance with appendix 4 of this
Schedule.
V
25
3.4.5
The Supplier is responsible for Logging Problems identified:
3.4.5.1
via reactive and proactive Problem Management Process methods
through the use of performance monitoring;
3.4.5.2
by Deployment Problems developing into Problems as a result of a
Release receiving Full Rollout Approval;
3.4.5.3
by defects that develop into Problems as a result of a Release being
deployed to the first Practice;
3.4.5.4
and, where an Incident has been Resolved via the use of a
workaround and the underlying Root Cause is not known, a Problem
Record will be Logged immediately upon Resolution of the Incident.
3.4.6
The Supplier is responsible for allocating the Problem with a Severity
Level based upon the agreed Severity Level Guidelines. If the Authority
determines that the Supplier has wrongly allocated the Severity Level of a
Problem Record the Authority may in its sole discretion require the
Supplier to change the Severity Level and require the Supplier recalculate
the Service Level and Service Points if applicable.
3.4.7
The Supplier shall conduct Root Cause analysis for each Problem Record
in order to identify a robust resolution for each and ensure that the Root
Cause is fully understood prior to the development of any fix.
3.4.8
The Supplier will facilitate the Resolution of Problems via the Supplier's
Change Management Process and Release Management Process.
3.4.9
The Supplier shall measure the Problem Resolution Time:
3.4.9.1
from the Problem start date which for the avoidance of doubt is the
date on which the Problem is logged or, if earlier, the day that the
Problem should have been logged as detailed in paragraph 4.9 of this
Schedule unless otherwise agreed with the Authority.
3.4.9.2
until the Problem is Resolved; or the Supplier, the Authority and the
Local Organisation agree or the Supplier and the Authority agree to
stop measuring the Problem Resolution Time on the basis that a
business case to Resolve the Problem cannot be justified.
3.4.9.3
the Supplier shall count the day that the Problem is Logged as day
one for the purpose of calculating the Problem Resolution Time and
shall confirm the Resolution of a Problem with a reasonable number
of End Users affected by the Problem.
3.4.10
The Supplier shall only change the Problem Record status to "Deferred"
on the Service Management Toolset where the Authority and the Supplier
agree to stop measuring the Problem Resolution Time.
3.4.11
In the event that the Authority requests that the Supplier delays the
Resolution of a Problem, the measurement of the Problem Resolution
Time shall be put on hold for the period between the original agreed date
V
26
for Resolution of the Problem and the new date for Resolution agreed
between the Authority and the Supplier.
3.5
3.4.12
If after the Supplier has measured the Problem Resolution Time of a
Problem it is later established that the Supplier did not originally Resolve
the Problem or the Problem reoccurs within 10 days of the Problem being
Resolved, the Problem shall be deemed not to have been Resolved in the
first place and the measurement of the Problem Resolution Time shall be
deemed to be ongoing until the Problem is Resolved. This will include
the time period that the Problem was temporarily Resolved and/or the
time period that the Supplier believed that the Problem was Resolved (as
the case may be).
3.4.13
The Supplier may suspend the Resolution Time of a Problem by placing
it in an 'On Hold Status' on the Service Management Toolset as follows:
3.4.13.1
for the duration that the responsibility for the Problem has been
appropriately assigned to another ISP or suppliers of Principal
Clinical System or Subsidiary Module Services;
3.4.13.2
for the duration that the Supplier is unable to contact an End User
required to resolve or progress the Problem.
3.4.14
The Supplier shall work collaboratively with the Authority's Problem
Management Representative and attend a weekly Problem Management
telephone call chaired by the Authority and attended by any interested
NHS affiliated parties including organisations and Authority National
Suppliers interfacing with the Supplier in the Supplier's provision of the
GPSoC Services.
3.4.15
Upon request, the Supplier shall update the Authority and organisations
about any aspect of a Problem.
Change Management
3.5.1
The Supplier shall implement and follow an ITIL aligned process for
managing Changes in accordance with the requirements outlined within
the Authority's Change Management Process and must use a suitable
Service Management Toolset to effectively manage the processes and
support the Authority's reporting requirements.
3.5.2
The Supplier must ensure that it has sufficient resources in place to
manage the Change Management Process.
3.5.3
Each Supplier shall:
3.5.3.1
ensure that all Changes are carried out in such a manner as to
minimise the impact on GPSoC Services;
3.5.3.2
follow the Authority processes and procedures in the notification,
engagement, presentation and reporting of changes;
V
27
3.5.3.3
3.5.4
3.6
interface with the Authority's Change Management Representatives
as required and work collaboratively to improve the effectiveness and
management of changes.
In planning any Change the Supplier will ensure that they notify the
Authority in writing through the provision of a Request for Change a
minimum of 48 hours before the Authority CAB with the following
appropriate notice in advance of the anticipated commencement date for
the Change:
3.5.4.1
a minimum of seven days for a Normal Change;
3.5.4.2
or in accordance with the Authority's Change Management
Processes.
3.5.5
When requested, the supplier will provide appropriate representation to
the Authority CAB forum to present the proposed Change and address
any questions that may exist regarding the change. Approval to
implement the Change will be granted by the Authority Change
representative on the CAB forum and/or via written confirmation.
3.5.6
When the Supplier wishes to carry out any Emergency Change, as
defined in the Authority Change Management Process, to GPSoC
Services the Supplier shall:
3.5.6.1
notify the Authority verbally of the requirement to implement an
emergency change as soon as reasonably possible;
3.5.6.2
attend an emergency CAB as required to present the details of the
change;
3.5.6.3
receive approval from the Authority to implement the change before
implementation or defer the implementation of the Change if an
alternative date is requested by the Authority.
3.5.7
The Supplier shall provide the Authority with a response in writing
confirming the outcome of the change be it successful, successful with
issues, unsuccessful or not attempted upon passing the proposed
scheduled time for implementing the Change.
3.5.8
When the Supplier wishes to carry out any Change that is classified as
Significant or Major as detailed in the Authority's Change Management
Process then it shall comply with the Change Management Process
requirements including, without limitation, attending a Change Advisory
Board with the Authority to represent the proposed Change.
Release Management
3.6.1
3.6.1.1
The Supplier shall:
implement and follow an ITIL aligned process for managing
Releases which is in accordance with the requirements outlined
within the Authority's Release Management processes to support the
requirements of this Schedule;
V
28
3.6.1.2
3.6.2
use a suitable Service Management Toolset to effectively manage the
processes and support the Authority's reporting requirements.
The Supplier shall:
3.6.2.1
ensure that it has sufficient resources in place to manage the Release
Management Process;
3.6.2.2
interface with the Authority's Release Management Representatives
as required and work collaboratively to improve the effectiveness and
management of Releases;
3.6.2.3
follow the Authority processes and procedures in the notification,
engagement, presentation and reporting of Releases through the
processes of CAP, Operational Release Management and Change.
3.6.3
When planning a Release, the Supplier shall ensure that the timing of the
Release is approved by the Authority and entered on to their Release and
Maintenance Plan.
3.6.4
The Supplier shall provide the Authority and the Local Organisation with
not less than 7 days' notice of a cancellation or a postponement of a
Release and should not proceed with Releases which cause the Data
Controller to breach its obligations under the Data Protection Legislation
or otherwise be non-compliant with the obligations set out in clause 39
(Protection of Personal Data) of the Framework Agreement including if
the action is inconsistent with the instructions from, or rights of, Data
Controllers. Where the Supplier and Local Organisation are unable to
agree on whether a Release should proceed or the Release date, the
Supplier shall escalate to the Authority.
3.6.5
The Supplier shall provide support and maintenance in respect of the
Current Version of the GPSoC Service and where a Practice is using an
earlier Supplier Release, upgrade or new version (as applicable), the
Supplier shall continue to provide support and maintenance in respect of
all Previous Versions used by that Practice for a period of 24 months,
(unless otherwise agreed with the Authority starting from the date that the
relevant Previous Version was no longer the Current Version).
3.6.6
If either the Supplier or the Local Organisation(s) postpones the
Maintenance Release or Change the parties act in good faith to agree an
alternative date for the relevant Release.
3.6.7
The Supplier is entitled to use the following amount of Permitted
Downtime for the purposes of implementing Changes or other
exceptional circumstances (as determined and agreed by the Authority):
3.6.7.1
60 minutes per month for each Component System or part thereof
and a further 12 (twelve) hours for each Component System or part
thereof per year to be used at any time provided that no single period
exceeds four hours.
V
29
3.7
3.6.8
In order for any period of Planned Downtime to constitute Permitted
Downtime, the Supplier must request and receive authorisation for the
relevant Planned Downtime from the Authority Service Owner.
3.6.9
The Supplier shall track all Permitted Downtime and Unpermitted
Downtime taken for each Component System every month and year on its
Service Management Toolset.
3.6.10
Unless agreed otherwise with the Authority and Local Organisation(s) in
exceptional circumstances the Supplier shall ensure that all Permitted
Downtime is carried out in Non Support Hours.
3.6.11
The Authority acting reasonably shall agree an extension of Permitted
Downtime that shall apply in respect of the Component System being
tested for any Disaster recovery test where GPSoC Services are failed
over as part of an agreed test of the Disaster Recovery Plan and Business
Continuity Plan.
Capacity
3.7.1
The Supplier is responsible for the management of the capacity of the
Supplier System.
3.7.2
The Supplier shall Implement and follow an ITIL aligned Capacity
Management Process and ensure that it has sufficient resources in place
to manage the Capacity Management Process.
3.7.3
The Capacity Management Process must include live and disaster
recovery environments.
3.7.4
Each supplier must maintain an accurate and up to date Capacity
Management Database to include all aspects of the services provided,
data from which must be available for review and analysis by the
Authority.
3.7.5
The Supplier must provide an Annual Capacity plan with a two year
forecast to the Authority.
3.7.6
All services and subsequent technology supporting the service must have
specified capacity capabilities and scalability models, to be maintained
and reflect current service status and forecasted growth. Capacity
forecasts must be incorporated into standard reporting prior to
deployment.
3.7.7
Each supplier must be capable of providing detailed service modelling for
growth and development scenarios, reflecting inter dependencies between
architectural components and capacity risks and requirements including a
two year forecast revised for significant capacity impacting service
changes.
3.7.8
Each supplier must provide a monthly capacity summary which shall
have historical data and a minimum of 12 month's forecast with trend
analysis. All risks, issues and capacity concerns within the forecasted and
reported period must be presented with detailed analysis and mitigation
V
30
plans. This summary shall be reviewed on a monthly basis with the
Authority capacity management representative.
3.8
3.7.9
The Supplier must interface with the Authority's capacity management
representatives (as notified to the Supplier from time to time) to
investigate and Resolve specific Problems, risks and issues, and to work
collaboratively to improve the effectiveness of the Capacity Management
Process.
3.7.10
The Supplier must ensure that all services have accurate and up to date
technical documentation available, sufficient to assure and onwardly
manage the GPSoC Services.
3.7.11
The Supplier shall attend a monthly capacity management review within
5 working days of provision of monthly report, or as agreed with the
Authority Capacity peer, chaired by the Authority and attended by any
interested NHS affiliated parties and ISPs interfacing with the Supplier in
the Supplier's provision of the Services as appropriate.
Configuration
3.8.1
The Supplier is responsible for the configuration management of its
infrastructure. The Supplier shall:
3.8.1.1
implement and follow an ITIL aligned configuration management
process;
3.8.1.2
ensure that it has sufficient resources in place to manage its
configuration management Process;
3.8.1.3
use a suitable Service Management Toolset;
3.8.1.4
interface with the Authority's configuration management
representatives (as notified to the Supplier from time to time) to
review audit evidence;
3.8.1.5
comply with the Authority's configuration management process to
independently conduct regular physical and logical audits to confirm
software and equipment status (as notified to the Supplier from time
to time).
3.8.2
Each supplier shall comply with the Authority's configuration
management process which allows the Authority to conduct physical and
logical audits to confirm software and equipment status. When
conducting physical and logical audits to confirm software and equipment
status the Authority shall agree the scope and nature of such work in
advance with the Supplier, use its reasonable endeavours to ensure that
the conduct of such audit does not unreasonably disrupt the Supplier and
does not compromise the Suppliers Information Governance
responsibilities.
3.8.3
The Supplier shall attend a configuration management review chaired by
the Authority and attended by any interested NHS affiliated parties in the
Supplier's provision of the Services as appropriate.
V
31
3.9
3.10
Action Reports
3.9.1
The Authority and/or the relevant Local Organisation may, at their
discretion, request from the Supplier an Action Report. On receipt of such
request the Supplier shall provide such Action Report in accordance with
the timescales detailed below.
3.9.2
The Action Report shall contain:
3.9.2.1
a unique reference number for each issue raised by the Authority
and/or Local Organisation;
3.9.2.2
a description of the issue;
3.9.2.3
the matters that the Supplier must as a minimum address in its
response to the Action Report.
3.9.3
The Supplier shall Log all Action Reports and the date of their receipt on
the Service Management Toolset.
3.9.4
Within (2) two days of the receipt of a request for an Action Report, the
Supplier shall provide a response to the Authority and/or the Local
Organisation(s) (as appropriate) in accordance with the requirements set
out in the Action Report. The Supplier is then responsible for resolving
the issue detailed in the Action Report within a reasonable timescale as
set by the Authority and/or the Local Organisation.
3.9.5
For the avoidance of doubt, Action Reports and Supplier's responses to
them shall not supersede or relieve the Supplier of any obligation
contained in the Framework Agreement and shall not constitute a Change
to the Framework Agreement.
3.9.6
The Supplier shall, at the reasonable request of the Authority hold lessons
learned meetings with any interested parties for High Impacting Events.
3.9.7
The Supplier must obtain the Authority's prior written approval on the
content of any Support Communication that relates or refers to a National
Service before such Support Communication is distributed to any relevant
party. The Supplier shall make any changes to the Support
Communication as reasonably requested by the Authority.
Excusing Causes
3.10.1
The Supplier shall notify the Authority in writing of the existence of an
Excusing Cause, and the likely effects of it, within 10 days of the date on
which the Supplier became aware (or ought reasonably to have become
so aware) of the occurrence of the Excusing Cause.
3.10.2
Provided that the
paragraph 3.10.1, if:
3.10.2.1
Supplier
has
satisfied
the
requirement
in
the Authority is satisfied (acting reasonably) that the circumstances
notified by the Supplier under 3.10.1 are an Excusing Cause; and
V
32
3.10.2.2
such Excusing Cause causes a deterioration in the performance of the
GPSoC Services,
then (subject to the remainder of this paragraph 3.10) to the extent such failure or
interference arises as a result of such Excusing Cause such interference shall be
taken account of in measuring the performance of any affected GPSoC Services
in accordance with this Schedule.
3.10.3
When paragraph 3.10.2 applies, the Supplier shall be treated as though
the relevant GPSoC Service had been performed free from such adverse
interference, so that, provided that the Supplier can show to the
reasonable satisfaction of the Authority that but for the occurrence of the
Excusing Cause it would have provided the affected GPSoC Services in
accordance with this Schedule, the Authority shall not be entitled to make
any Service Deductions in respect of the Supplier's poor performance of,
or failure to perform, the GPSoC Services to the extent that the Excusing
Cause is the direct cause of such failure or poor performance.
3.10.4
For these purposes, "Excusing Cause" means:
3.10.4.1
any breach by the Authority of any of the Authority's express
obligations under the Framework Agreement (unless, and to the
extent, caused or contributed to by the Supplier); or
3.10.4.2
any deliberate act or omission of the Authority, CCG and/or Practice
or any failure by the Authority, to take reasonable steps to carry out
its activities in a manner which minimises undue interference with
the Supplier's performance of the GPSoC Services, save where:
(a)
(and to the extent) caused or contributed to by the Supplier;
(b)
the Authority, CCG and/or Practice is acting in accordance
with a recommendation or instruction of the Supplier;
(c)
any such act or omission giving rise to such failure was
provided for in the Framework Agreement or was otherwise
necessary to ensure compliance by the Authority with its
obligations under the Framework Agreement; or
(d)
(and to the extent that) the consequences of any such
deliberate act or omission or other acts or omissions giving
rise to such failure would have been prevented by the proper
performance of the Supplier's obligations under the
Framework Agreement; or
3.10.4.3
any act or omission of any Integrated Service Provider (other than the
Supplier, any Sub-contractor or any Affiliate of the Supplier) which
has the effect of preventing the Supplier from meeting a Service
Level.
3.10.4.4
The Authority and the Supplier shall take all reasonable steps to
mitigate the consequences of an Excusing Cause on the Supplier's
ability to perform its obligations under the Framework Agreement.
To the extent that the Supplier does not take such steps, the Supplier
V
33
shall not be entitled to, and shall not receive, the relief specified in
this paragraph 3.10.
4.
SERVICE LEVELS
Availability Management
4.1
Availability
4.1.1
Availability: Description:
4.1.1.1
The Availability Service Level measures the Supplier's ability to
ensure that the percentage Availability of each Component System
falls within the OSL every month.
4.1.1.2
A Component System is Available when all End Users on the
Component System are able to access and utilise all functions of the
GPSOC Services on that Component System.
4.1.1.3
The percentage Availability of each Component System during a
month shall be calculated in accordance with the following formula.
4.1.1.4
b  a

100
% Availability =  b 
Where:
a = the sum of Service Downtime, Unpermitted and Unplanned
Downtime, during Support Hours or Non Support Hours (as
applicable) within the month;
b = the sum of the total Support or Non Support Hours
(minutes) (as applicable) within the month minus the sum of
any permitted downtime (minutes) (as applicable) within the
month for the relevant period.
4.1.1.5
4.1.2
The Supplier is responsible for measuring Availability of each
Component System each and every month against the Service Level
thresholds and reporting the results to the Authority each and every
month.
Availability: Business Rules:
4.1.2.1
A Component System shall be deemed to be Available when any
Unplanned Downtime is subject to an Excusing Cause which has
been accepted by the Authority.
4.1.2.2
In order to calculate the % Availability, the Supplier shall compile
information about Outage Periods from any data in the Supplier's
possession including, but not limited to, data collected for the
Performance Monitoring System, data received from the Service
Desk and data relating to Incidents.
V
34
4.1.2.3
An Outage Period shall be measured:
(a)
from the earliest point that the Supplier identifies through its
normal operations, or is notified, that all or part of the
functions of a GPSoC Service is Unavailable, as a result of
Unplanned Downtime or Unpermitted Downtime (as
applicable);
(b)
until all End Users are able to access and utilise all functions
of the Services again, subject to subsequent confirmation by
a reasonable number of End Users who were affected by the
Unplanned Downtime or Unpermitted Downtime (as the case
may be).
4.1.2.4
Where End Users are unavailable to confirm that the GPSoC Services
are Available pursuant to paragraph 4.1.2.3(b), the Supplier shall use
other information sources to reasonably confirm this (eg,
Performance Monitoring).
4.1.2.5
For the avoidance of doubt, when one Practice or Registered Online
Service User (ROSU) experiences an Outage Period all other
Practices or ROSUs receiving GPSoC Services from the same
Component System(s) will be deemed to experience an Outage
Period unless the Supplier can evidence the exact number of
Practices or ROSUs that were actually affected.
4.1.2.6
The parties may agree as part of the PMS the proportion of
Availability Service Points that apply to each Component System for
the Availability Service Level. Where a supplier is able to
demonstrate that not all Practices or ROSUs on a Component System
were affected by an Outage Period, the Unpermitted Downtime for
that Outage Period will be calculated by dividing the Outage Period
by the number of Practices or ROSUs on that Component System and
multiplying the result by the number of Practices or ROSUs
impacted.
4.1.2.7
Once a period of Permitted Downtime has been set out on an agreed
Request for Change (RFC), the GPSoC Services to which the RFC
relates are deemed to have experienced Service Downtime
throughout the entire Permitted Downtime Window, regardless of
whether the services are actually Unavailable for the whole of this
time. In the event that Service Downtime extends beyond the
Permitted Downtime Window, the additional time shall constitute an
Outage Period.
4.1.2.8
For the avoidance of doubt, Availability is measured during Support
Hours and Non Support Hours.
4.1.2.9
For Practice based GPSoC services the Availability Service Level
shall be applicable to all Practices that have received GPSoC
Services prior to the 16th of each month.
V
35
4.1.3
Availability: GPSoC Services Support Hours:
Availability
Service Level: Availability
Measured Component: per Component System
Measurement Period: per month (Support Hours only)
OSL
FL1
CSL
Service Level thresholds
Associated Service
Points
>= 99.9%
0
< 99.9% and >= 98.00%
Sliding scale pro
rata from 0 to 600
< 98.00%
600
Service Points will be applied in accordance with the rules detailed in paragraph 5
of this Schedule.
4.1.4
Availability: GPSoC Services Non Support Hours:
Availability
Service Level: Availability
Measured Component: per Component System
Measurement Period: per month (Non Support Hours
only)
OSL
FL1
CSL
Service Level thresholds
Associated Service
Points
>= 99.9%
0
< 99.9% and >= 98.00%
Sliding scale pro
rata from 0 to 100
< 98.00%
100
Service Points will be applied in accordance with the rules detailed in paragraph 5
of this Schedule.
4.2
System Response Times
4.2.1
4.2.1.1
End User Interaction Timings
The End User Interaction Timings Service Level measures the
Supplier's ability to deliver key End User functional tasks
("Interactions") to expected levels of performance from the
perspective of the End User (within the OSL).
V
36
4.2.1.2
The percentage End User Interaction Timings achieved by the
Supplier for the relevant Interaction on a Supplier System for the
relevant 5 hour Rolling Period shall be calculated in accordance with
the following formula:
4.2.1.3
% End User Interactions Timings = 
 A
100
B
Where:
A =
the number of End User Requests that are Generated in the
relevant 5 hour Rolling Period with an End to End Response
Time less than D;
B =
the total number of End User Requests that are Generated in
the relevant 5 Hour Rolling Period;
D* =
the relevant number of seconds describing the Service Levels
thresholds (for example >= 85% within two seconds for
EUIT 1 then the relevant number of seconds would be two
seconds),
"Generated" means any Request generated or created by an End
User that has resulted in or should have resulted in an End User
Interaction as defined within the service level tables at
paragraph 4.2.3.
4.2.1.4
4.2.2
4.2.2.1
The Supplier is responsible for:
(a)
measuring the % End User Interaction Timings achieved for
each Transaction Type across each 5 Hour Rolling Period
against the Service Levels thresholds; and
(b)
reporting the results to the Authority each month;
(c)
obtaining a sample of data that is sufficient to report against
the Service Level measures detailed below, without
impacting System Performance and is of a sufficient sample
size that ensures that the Service Level results reflect
performance from an End User perspective. The size of the
sample, the distribution of the sample across practices, across
users, and across a specific user’s interactions, is to be agreed
with the Authority.
End User Interaction Timings: Business Rules
The End User Interaction Timing is the round trip time taken to
process a request and is measured:
(a)
from the point that the End User initiated the request;
V
37
(b)
until:
(i)
the point that the request has been fulfilled. For
example the Patient Record is displayed and visible;
or
(ii)
an appropriate message has been displayed where for
some reason the initial request cannot be fulfilled.
For example a document Corrupt error is displayed
to the End User if the document is corrupt in some
way.
4.2.2.2
The End User Interaction Timings must not include any user decision
making time, the time it takes to enter data onto a form or to decide
upon a course of action. The timings must measure system activity
only.
4.2.2.3
Where system components and/or infrastructure are used within the
Process of generating a response that are not the responsibility of the
Supplier, the time taken for these processes to complete will be
included for the measurement of the End User Interaction Timings.
4.2.2.4
The End User Interaction Timings must be calculated across every
5 Hour Rolling Period within the month.
4.2.2.5
The first 5 Hour Rolling Period is 00:00:00 – 04:59:59 on the first
day of the month followed by 01:00 – 05:59:59 and so on up until the
final 5 Hour Rolling Period of 19:00:00 – 23:59:59 on the final day
of the month.
4.2.2.6
In calculating the % End User Interaction Timings for a 5 Hour
Rolling Period, the Supplier shall include the End User Interaction
Timings of any Interaction that is initiated in the relevant 5 Hour
Rolling Period (even if the End User Interaction Time for that
Interaction extends beyond the relevant 5 Hour Rolling Period).
4.2.2.7
Any 5 Hour Rolling Period where the number of the EUIT falls
below 100 will be excluded for the purpose of the Service Level
calculation. The Supplier is required to include these in the
Performance Monitoring Report.
4.2.2.8
For each Component System, the Supplier shall provide Transaction
Type mappings against all its transactions within each of the Supplier
Systems to the Transaction Types detailed in appendix 1 of this
Schedule. The final version created by the Supplier is subject to the
Authority's approval. For the avoidance of doubt, all system activities
used to deliver the End User Interaction must be detailed against that
End User Interaction section in appendix 1 and appendix 1 must be
completed for all End User Interactions facilitated by the Suppliers
GPSoC Services.
4.2.2.9
Service Points shall not be applied to this Service Level for 6 months
from the Effective Date. During the 6 months from the Effective Date
the Authority and the Supplier shall calibrate and agree the Service
V
38
Level Measures prior to the commencement of the full Service Level
being applied.
4.2.2.10
4.2.3
Service Points will be applied in accordance with the rules detailed in
paragraph 5 of this Schedule.
End User Interaction Timings
(EUIT1): Retrieve Patient Record
End User Interaction Timings: EUIT 1 commences from the point that a single confirmed patient has
been selected and the record retrieval process commenced by the End User until the medical record
is retrieved and at least the summary is displayed and the End User can initiate another action.
Measurement Component: Representative Sample of transactions by each Component System
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 2 seconds 99.8% within 10
seconds
0
FL1
<85% and >= 80% within 2 seconds and/or
<99.8% and >=94.8% within 10 seconds
Sliding Scale pro rata from 0 X
CSL
< 80% within 2 seconds /or <94.8 % within 10
seconds
X ( 360 divided equally by the
number of EUIT utilised and
reported against)
(EUIT2): View Document Attachment
End User Interaction Timings: EUIT 2 commences from the start of the key sequence to view the
most recent document previously attached to the selected patients until the document has been
displayed in a readable format and the End User can scroll through the document.
Measurement Component: Representative Sample of transactions by each Component System
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 2 seconds and 99.8 % within 5
seconds
0
FL1
<85% and >= 80% within 2 seconds and/or
<99.8% and >=94.8% within 5 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 2 seconds and/or <94.8 % within 5
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
V
39
(EUIT 3): Attach a Scanned Document to a Selected Patients Record
End User Interaction Timings: EUIT 3 commences from when the End User begins the attach
process of a pre-selected scanned, labelled and coded letter until the point that the document has
been attached and the End User can move to another patient or operation.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 5 seconds and 99.8% within 15
seconds
0
FL1
<85% and >= 80% within 5 seconds and/or
<99.8% and >=94.8% within 15 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 5 seconds and/or <94.8% within 15
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
(EUIT 4): Add a Coded Item (including free text)
End User Interaction Timings: EUIT 4 commences from upon End User action to add a pre-selected
coded item or free-text into an open consultation record until the point where the End User can
commence another action with the same patient.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 0.2 seconds and 99.8% within 0.5
seconds
0
FL1
<85% and >= 80% within 0.2 seconds and/or
<99.8% and >=94.8% within 0.5 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 0.2 seconds and/or <94.8% within
0.5 seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
(EUIT 5): Prescribe Drug
End User Interaction Timings: EUIT 5 commences from within an active consultation, prescribe one
or more pre-selected medications. Measured from when subscribe of the pre-selected medications
has been requested up until the FP10 has been sent to the printer or the EPS2 process is complete.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
V
40
Service Level
Maximum Service Points
OSL
>= 85% within 2 seconds and 99.8% within 6
seconds
0
FL1
<85% and >= 80% within 2 seconds and/or
<99.8% and >=94.8% within 6 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 2 seconds and/or <94.8% within 6
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
(EUIT 6): Find Appointment Slot
End User Interaction Timings: EUIT 6 commences from the medical record overview screen with a
pre-selected patient (with appointments available in a minimum of 3 different sessions/session
holders) upon selection of appropriate action to ‘find appointment’. Completes with appointment
displayed (may be for one or more session holders) and the End User is able to action the selection
of an appointment slot.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 2 seconds and 99.8% within 4
seconds
0
FL1
<85% and >= 80% within 2 seconds and/or
<99.8% and >=94.8% within 4 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 2 seconds and/or <94.8% within 4
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
(EUIT 7): Issue Repeat Prescription
End User Interaction Timings: EUIT 7 commences from within the appropriate medication screen
view (outside a consultation) after 'prescription available on repeat' is selected, and the instruction to
issue has been selected by the End User . Ends when the FP10 has been sent to the printer or EPS
R2 process has completed.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
OSL
Service Level
Maximum Service Points
>= 85% within 2 seconds and 99.8% within 6
seconds
0
V
41
FL1
<85% and >= 80% within 2 seconds and/or
<99.8% and >=94.8% within 6 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 2 seconds and/or <94.8% within 6
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
(EUIT 8): Allocate Appointment
End User Interaction Timings: EUIT 8 commences from the appointments overview screen with a
pre-selected patient, with appointments available in a minimum of 3 different sessions/session
holders, upon selection of End User action to allocate. Completes when the appointment has been
committed and the End User is able to select another function or change patient.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 1 second and 99.8% within 3
seconds
0
FL1
<85% and >= 80% within 1 seconds and/or
<99.8% and >=94.8% within 3 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 1 second and/or <94.8% within 3
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
(EUIT 9): Look Up and Select Patient
End User Interaction Timings: EUIT 9 commences from a specific End User action to search for a
patient based on pre-entered search criteria. Completes when the system displays a list (or first
screen of matches) of matching patients and the End User can continue to select one of those
patients, or request the next screen of matches.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 3 seconds and 99.8% within 10
seconds
0
FL1
<85% and >= 80% within 3 seconds and/or
<99.8% and >=94.8% within 10 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 3 seconds and/or <94.8% within 10
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
V
42
against)
(EUIT 10): Show Medication Details
End User Interaction Timings: EUIT 10 commences from when an End User has selected 'show
medication/prescribing view (or equivalent)' from the standard record view for a patient until the
medication or other screen is displayed and the End User is able to perform an action within that
screen.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 0.2 seconds and 99.8% within 1
second
0
FL1
<85% and >= 80% within 0.2 seconds and/or
<99.8% and >=94.8% within 1 second
Sliding Scale pro rata from
0-X
CSL
< 80% within 0.2 seconds and/or <94.8% within 1
second
X (360 divided equally by
the number of EUIT
utilised and reported
against)
(EUIT 11): Close Patient Record
End User Interaction Timings: EUIT 11 commences from an End User action to close a patient
record (either an explicit action, or implicitly if another patient is selected, and the system enforces a
rule that no more than one patient record may be open to a single user at any particular time).
Completes when the record is saved to persistent storage and the End User can select another action.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 2 seconds and 99.8% within 10
seconds
0
FL1
<85% and >= 80% within 2 seconds and/or
<99.8% and >=94.8% within 10 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 2 seconds and/or <94.8% within 10
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
V
43
(EUIT 12): Start-up Results Viewing Function
End User Interaction Timings: EUIT 12 commences from when an End User selects to review
(previously viewed, filed and auctioned) pathology results imported via Laboratory links/DTS into
the core system within the consultation mode from the clinical data entry/review screen until a list of
the latest laboratory tests (including values/results) is displayed and the End User can choose
another function such as scroll view, filter (or equivalent) or return to consultation screen.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 0.2 seconds and 99.8% within 1
second
0
FL1
<85% and >= 80% within 0.2 seconds and/or
<99.8% and >=94.8% within 1 second
Sliding Scale pro rata from
0-X
CSL
< 80% within 0.2 seconds and/or <94.8% within 1
second
X (360 divided equally by
the number of EUIT
utilised and reported
against)
(EUIT 13): Start the System
End User Interaction Timings: EUIT 13 commences after an End User has previously authenticated
to the workstation using their NHS smartcard and initiates the Supplier System through a specific
action. Completes when the End User is able to initiate any function within the Supplier System.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 5 seconds and 99.8% within 10
seconds
0
FL1
<85% and >= 80% within 5 seconds and/or
<99.8% and >=94.8% within 10 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 5 seconds and/or <94.8% within 10
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
The following EUITs 14 – 18 are Service Type 2 – Patient Facing:
V
44
(EUIT 14): Request Available Appointment Slots
End User Interaction Timings: EUIT 14 commences after an End User has selected request to view
available appointment slots, until the appointment slots have been made available. Measures taken
from the point of view of the web server (edge closest to the internet) rather than the browser.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 2 seconds and 99.8% within 4
seconds
0
FL1
<85% and >= 80% within 2 seconds and/or
<99.8% and >=94.8% within 4 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 2 seconds and/or <94.8% within 4
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
(EUIT 15): Request Booking
End User Interaction Timings: EUIT 15 commences after an End User has selected request booking,
until the booking has been made. Measures taken from the point of view of the web server (edge
closest to the internet) rather than the browser.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 2 seconds and 99.8% within 4
seconds
0
FL1
<85% and >= 80% within 2 seconds and/or
<99.8% and >=94.8% within 4 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 2 seconds and/or <94.8% within 4
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
V
45
(EUIT 16): Request Available Repeat Prescription
End User Interaction Timings: EUIT 16 commences after an End User has selected the required
function, until the selected function has been actioned. Measures taken from the point of view of the
web server (edge closest to the internet) rather than the browser.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 2 seconds and 99.8% within 4
seconds
0
FL1
<85% and >= 80% within 2 seconds and/or
<99.8% and >=94.8% within 4 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 2 seconds and/or <94.8% within 4
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
(EUIT 17): Request Selected Repeat Prescription
End User Interaction Timings: EUIT 17 commences after an End User has selected the required
function, until the selected function has been actioned. Measures taken from the point of view of the
web server (edge closest to the internet) rather than the browser.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 2 seconds and 99.8% within 4
seconds
0
FL1
<85% and >= 80% within 2 seconds and/or
<99.8% and >=94.8% within 4 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 2 seconds and/or <94.8% within 4
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
V
46
(EUIT 18): Request View of Record
End User Interaction Timings: EUIT 18 commences after an End User has selected the required
function, until the selected function has been actioned. Measures taken from the point of view of the
web server (edge closest to the internet) rather than the browser.
Measurement Component: Representative Sample of transactions by each Component System;
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 85% within 5 seconds and 99.8% within 10
seconds
0
FL1
<85% and >= 80% within 5 seconds and/or
<99.8% and >=94.8% within 10 seconds
Sliding Scale pro rata from
0-X
CSL
< 80% within 5 seconds and/or <94.8% within 10
seconds
X (360 divided equally by
the number of EUIT
utilised and reported
against)
4.3
Interface Mechanism Response times
4.3.1
Interface Mechanism Response Times: Description
4.3.1.1
The Interface Mechanism Response Time Service Level measures the
Supplier's ability to process Messages via the Supplier's Interface
Mechanism within the OSL.
4.3.1.2
The percentage Interface Mechanism Response Time achieved by the
Supplier for the relevant PTT in the relevant 24 Hour Period shall be
calculated in accordance with the following formula:
4.3.1.3
% Interface Mechanism Response Time = 
 A
100
B
Where:
A =
the number of Messages that are Generated in the relevant
5 hour Rolling Period with a System Response Time are less
than D;
B =
the total number of Messages that are Generated in the
relevant 5 Hour Rolling Period;
D* =
the relevant number of seconds describing the Service Levels
thresholds (for example >= 95% within 0.5 seconds for PTT1
then the relevant number of seconds is 0.5 seconds),
"Generated" means any Message generated or created or transferred
by an End User that has transferred or should have transferred across
the suppliers Interface Mechanism.
V
47
4.3.1.4
4.3.2
4.3.2.1
The Supplier is responsible for:
(a)
measuring the % Interface Mechanism Response Time for
each Transaction Type on its Interface Mechanism, across
each 5 Hour Rolling Period against the Service Levels
thresholds; and
(b)
reporting the results to the Authority each month.
Interface Mechanism Response Times (PTT): Business Rules:
The Interface Mechanism Response Time is the round trip taken to
process a Message or request and is measured:
(a)
from the earliest point that the Message resided within the
boundary of the Supplier's responsibility,
(b)
until:
(i)
the required response is generated by the Supplier,
and the first block of data of the required response
leaves the boundary of the Supplier's responsibility;
or
(ii)
if there is no requirement for the required response to
leave the boundary of the Supplier's responsibility,
the latest point at which the Message process is
completed.
4.3.2.2
Where system components are used within the process of generating
a response that are not the responsibility of the Supplier, the time
taken for these processes to complete will be excluded from the
measurement of the Interface Mechanism Response Time.
4.3.2.3
The Interface Mechanism Response Time Service Level must be
calculated across every 5 Hour Rolling Period within the month.
4.3.2.4
The first 5 Hour Rolling Period is 00:00:00 – 04:59:59 followed by
01:00:00 – 05:59:59 and so on up until the final 5 Hour Rolling
Period is 19:00:00 – 23:59:59 on the final day of the month.
4.3.2.5
In calculating the % Interface Mechanism Response Time in
accordance with paragraph 4.3.1.3 for a 5 Hour Rolling Period, the
Supplier shall include the Interface Mechanism Response Times of
any Message that is Generated in the relevant 5 Hour Rolling Period
(even if the Interface Mechanism Response Time for that Message
extends beyond the relevant 5 Hour Rolling Period).
4.3.2.6
For each Component System, the Supplier shall provide Transaction
Type mappings against all its Messages within each of the Supplier
Systems to Transaction Types detailed in appendix 1 of this
Schedule. The final version created by the Supplier is subject to the
Authority's approval.
V
48
4.3.2.7
Different Service Level thresholds apply depending upon the
Transaction Type of the Message (PTT1 – PTT4) as detailed in
appendix 1 of this Schedule.
4.3.2.8
Service Points shall not be applied to the Service Level for 6 months
from the Effective Date. During the 6 months from the Effective
Date the Authority and the Supplier shall calibrate and agree the
Service Level Measures prior to commencement of the full Service
Level being applied.
4.3.2.9
Service Points will be applied in accordance with the rules detailed in
paragraph 5 of this Schedule.
(PTT1): Interface Mechanism Response Times
Interface Mechanism Response Times: PTT 1 (System-to-system application integration: no patient
data is transmitted, but one application is informing another of a status-change (such as patient
context changing)).
Measurement Component: All Messages Generated by each Component System
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 95% within 0.5s and >= 99.8% within 3.0s
0
FL1
< 95% and >=90% within 0.5s and/or < 99.8% and Sliding scale pro rata from
>=94.8% within 3.0s
0 – 20
CSL
< 90% within 0.5s and/or <94.8% within 3.0s
20
(PTT2): Interface Mechanism Response Times
Interface Mechanism Response Times: PTT 2 (Individual patient data read/write (not including
attachments)).
Measurement Component: All Messages Generated by each Component System
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 95% within 0.5s and >= 99.8% within 3.0s
0
FL1
< 95% and >=90% within 0.5s and/or < 99.8% and
>=94.8% within 3.0s
Sliding scale pro rata from
0 – 20
CSL
< 90% within 0.5s and/or <94.8% within 3.0s
20
V
49
(PTT3): Interface Mechanism Response Times
Interface Mechanism Response Times: PTT 3 Individual patient data read/write (including
attachments).
Measurement Component: All Messages Generated by each Component System
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
>= 95% within 0.5s and >= 99.8% within 3.0s
0
FL1
< 95% and >=90% within 0.5s and/or < 99.8% and
>=94.8% within 3.0s
Sliding scale pro rata from
0 - 20
CSL
< 90% within 0.5s and/or <94.8% within 3.0s
20
(PTT4): Interface Mechanism Response Times
Interface Mechanism Response Times: PTT 4 Bulk data reads
Measurement Component: All Messages Generated by each Component System
Measurement Period: per 5 Hour Rolling Period in the month
Service Level
Maximum Service Points
OSL
<= Less than 10 mins per 1000 records
0
FL1
> 10 minutes and <= 15 minutes per 1000 records
Sliding scale pro rata from
0 –20
CSL
>15 minutes per 1000 records.
20
4.4
Message Accuracy and Transfer
4.4.1
Message Accuracy and Transfer: Description:
4.4.1.1
The Message Accuracy and Transfer Service Level measures the
Supplier's ability to maintain the Accuracy of Messages.
4.4.1.2
If anytime in the month, any of the Messages that have at any time
been within the boundary of the Supplier's responsibility become
Corrupted, as a consequence of the GPSoC Services provided by or
on behalf of the Supplier, or due to any fault of the Supplier or any
sub-contractor of the Supplier, but which are still accepted by the
End User terminal, this shall be regarded as a breach of a Critical
Service Level.
4.4.1.3
The Supplier is responsible for measuring the number of Messages
that have become Corrupted in accordance with paragraph 4.4.1.2
across all components of the GPSoC Services in a month against the
Service Level thresholds and reporting the results to the Authority
each month.
V
50
4.4.2
Message Accuracy and Transfer: All GPSoC Service Types:
Message Accuracy and Transfer
Service Level: Message Accuracy and Transfer
Measurement Period: per month
Measurement Component: all Messages within the boundary of the Supplier's responsibility
Service Level thresholds
Associated Service Points
OSL
=0
0
CSL
>0
65
Service Desk
4.5
Call Answer Time
4.5.1
Call Answer Time: Description
4.5.1.1
The Call Answer Time Service Level measures the Supplier’s ability
to answer calls made to the Service Desk in a timely manner and
within the OSL.
4.5.1.2
The Supplier is responsible for:
4.5.1.3
(a)
measuring the percentage Call Answer Time every day
against the Service Level thresholds; and
(b)
reporting the results to the Authority each month.
The percentage Call Answer Time shall be calculated in accordance
with the following formula:
 A
100
B
% Call Answer Time = 
Where:
A =
the total number of calls Answered within 180 seconds in a
day;
B =
the total number of calls Offered during that day,
"Answered" means answered by a Service Desk Operative,
"Answer" shall be construed accordingly.
4.5.2
4.5.2.1
Call Answer Time: Business Rules:
Subject to paragraph 4.5.2.5, the percentage Call Answer Time is
only calculated during Support Hours.
V
51
4.5.2.2
4.5.2.3
The time taken to Answer each call is measured:
(a)
from the first moment that the call becomes an Offered Call,
(b)
to the moment that the call is Answered.
Any Offered Call subsequently abandoned by the caller before being
answered by a Service Desk Operative still constitute an Offered Call
except in the following circumstances:
(a)
an Offered Call is abandoned by the caller within
180 seconds;
(b)
during any Incident agreed by the Authority and the Supplier
to be a high impact Incident ("High Impact Incident"), the
Supplier may provide callers with a message regarding the
High Impact Incident. In these circumstances, any Offered
Call(s) abandoned by the caller within 30 seconds for the
duration of the High Impact Incident shall not constitute an
Offered Call,
in both cases measured from the point that the call is received by the
Supplier's telephony system and is potentially capable of being
answered by a Service Desk Operative. Unavailability of a Service
Desk Operative shall not be taken into account in determining the
first moment that a call is Offered. The measurement will not include
any period in the Supplier's IVR system, subject to a maximum of
15 seconds.
4.5.2.4
Calls receiving an automated response or placed into a queuing
system shall not be deemed to have been Answered.
4.5.2.5
In calculating the % Call Answer Time for any Measurement Period,
the Supplier shall include call(s) Answered by a Service Desk
Operative outside of Support Hours when the relevant call(s) were
Offered within Support Hours.
4.5.3
Call Answer Time:
Call Answer Time
Service Level: Call Answer Time
Measurement Component: all calls that have been Answered
Measurement Period: per day in the month
Service Level thresholds
Associated Service Points
OSL
>= 97 % within 180 seconds
0
CSL
< 97 % within 180 seconds
4.5 per day
4.5.3.1
The Call Answer Time Service Level is measured collectively in
respect of all Supplier Systems including where a Principal Supplier
V
52
has agreed to act as first line support on behalf of a Subsidiary
Supplier(s).
4.5.3.2
The % Call Answer Time obtained by the Supplier in any month in
respect of all GPSoC Services shall be applied equally to each
Supplier System in order to determine the Service Level obtained by
the Supplier and any applicable Service Points. For the avoidance of
doubt this shall be applied equally to each Subsidiary Supplier
System where the Principal Supplier has agreed to act as a first line
support on behalf of a Subsidiary Supplier(s).
4.5.3.3
The Authority will consider an Excusing Cause if call volumes are
less than 50 per day and this results in a Call Answer Time Service
Level Failure.
4.5.3.4
Service Points will be applied in accordance with the rules detailed in
paragraph 5 of this Schedule.
Incident Management
4.6
Incident Resolution
4.6.1
Incident Resolution: Description:
4.6.1.1
The Incident Resolution Service Level measures the Supplier's ability
to Resolve Incidents within the relevant OSL dependent on the
Severity Level the Incident has been allocated in accordance with the
Severity Level Guidelines.
4.6.1.2
The Supplier is responsible for measuring:
4.6.2
(a)
the Resolution Time of each Incident Resolved during the
month against the relevant Service Level thresholds; and
(b)
reporting the results to the Authority each month.
Incident Resolution: Business Rules:
4.6.2.1
The Incident Resolution Service Level only measures Incidents.
4.6.2.2
Deployment Incidents shall not be measured for the purposes of the
Incident Resolution Service Level unless and until the relevant
Deployment Incident develops into an Incident.
4.6.2.3
The Resolution Time of an Incident is measured in accordance with
paragraph 3.3.3.14 (that is, the Resolution Time of an Incident is
measured from, the time that the Supplier became aware of the
Incident until the Incident is Resolved, excluding any period that the
Incident was in an "On Hold" status).
4.6.2.4
There shall only be one Incident Resolution Time in respect of each
Incident.
V
53
4.6.2.5
In the event that an Incident affects more than one Supplier System:
(a)
the Supplier shall apply the Incident Resolution Time against
the relevant Service Level thresholds for each applicable
Supplier System the Incident shall be awarded with a Service
Level rating (and Service Points if applicable) in respect of
each applicable Supplier System; and
(b)
each such Service Level rating (and Service Points if
applicable) shall be reported to the Authority in accordance
with paragraph 6 of this Schedule.
4.6.2.6
Where a Severity Level has been changed in accordance with the
Severity Level Guidelines, the Incident shall be measured against the
Severity Level assigned (and the relevant applicable Service Level
thresholds and Service Points) when the Incident is Resolved.
4.6.2.7
The Supplier is not permitted to lower the Severity Level of a
Resolved Incident after the Incident has been reported to the
Authority as Resolved in accordance with paragraph 6. The Authority
shall be entitled to raise the Severity Level of a Resolved Incident in
the event that the Severity Level has been incorrectly assigned.
4.6.2.8
For Severity 1 and 2 Incidents, if the Incident relates to a Component
System providing GPSoC Services, for the purpose of the Incident
Resolution Service Level, all Practices on the affected Component
System(s) shall be deemed to have been impacted by the Incident
unless the Supplier can evidence the exact number of Practices that
were actually impacted.
4.6.2.9
Incidents that remain Unresolved at the end of the month shall be
treated as ongoing and will only be counted in the Incident
Resolution Service Level in the month that the Incident is Resolved.
4.6.2.10
Periodically, the Supplier may present to the Authority a list of
long-standing incidents that they have been unable to contact Users
to progress for approval to close.
4.6.2.11
The Incident Service Level will apply to a Principal Supplier where
the Principal Supplier has responsibility for Resolution of the
Incident. The Incident Service Level will apply to the Subsidiary
Supplier where the Subsidiary Supplier has responsibility for
Resolution of the Incident, as detailed in the Support Model agreed
between the two parties.
4.6.3
Incident Resolution:
4.6.3.1
The Service Level thresholds applicable to an Incident is dependent
on the Severity Level the Incident has been allocated in accordance
with the Severity Level Guidelines.
4.6.3.2
Unit Points and Service Points will be applied in accordance with the
rules detailed in paragraph 5 of this Schedule.
V
54
(Sev 1): Incident Resolution
Service Level: Incident Resolution for Severity Level 1 Incidents
Measurement Component: Per Incident Resolved
Measurement Period: per month
Service Level threshold
Unit Points (per practice or
ROSU impacted by the
incident)
OSL
<= 120 minutes (2 hours)
0
FL1
> 120 minutes (2 hours) and <= 180 minutes (3
hours)
Sliding Scale pro rata from
0 to 1000
CSL
> 180 minutes (3 hours)
1000
(Sev 2): Incident Resolution
Service Level: Incident Resolution for Severity Level 2 Incidents
Measurement Component: Per Incident Resolved
Measurement Period: per month
Service Level threshold
Unit Points (per practice or
ROSU impacted by the
incident)
OSL
<= 240 minutes (4 hours)
0
FL1
> 240 minutes (4 hours) and <= 360 minutes (6
hours)
Sliding Scale pro rata from
0 to 750
CSL
> 360 minutes (6 hours
750
(Sev 3): Incident Resolution
Service Level: Incident Resolution for Severity Level 3 Incidents
Measurement Component: Per Incident Resolved
Measurement Period: per month
Service Level threshold
Unit Points (per Practice or
ROSU impacted by the
Incident)
OSL
<= 960 minutes (16 hours)
0
FL1
> 960 minutes (16 hours) and <= 2880 minutes (48
hours)
Sliding Scale pro rata from
0 to 500
CSL
> 2880 minutes (48 hours)
500
V
55
(Sev 4): Incident Resolution
Service Level: Incident Resolution for Severity Level 4 Incidents
Measurement Component: Per Incident Resolved
Measurement Period: per month
Service Level threshold
Unit Points (per practice or
ROSU impacted by the
incident)
OSL
<= 2880 minutes (48 hours)
0
FL1
> 2880 minutes (48 hours) and <= 4320 minutes
(72 hours)
Sliding Scale pro rata from
0 to 200
CSL
> 4320 minutes (72 hours)
200
(Sev 5): Incident Resolution
Service Level: Incident Resolution for Severity Level 5 Incidents
Measurement Component: Per Incident Resolved
Measurement Period: per month
Service Level threshold
Unit Points (per practice or
ROSU impacted by the
incident)
OSL
<= 8640 minutes (144 hours)
0
FL1
> 8640 minutes (144 hours) and <= 12960 minutes
(216 hours)
Sliding Scale pro rata from
0 to 100
CSL
> 12960 minutes (216 hours)
100
4.7
All Severities Resolution Time
4.7.1
All Severities Resolution Time: Description:
4.7.1.1
The All Severities Resolution Time Service Level measures the
Supplier’s ability to Resolve all End User reported Incidents, that
have been Logged by telephone, within the OSL .
4.7.1.2
The Supplier is responsible for measuring the All Severity Resolution
Time Service Level for all Telephone Incidents that have been
Resolved each month against the Service Level thresholds and
reporting the results to the Authority each month.
4.7.1.3
The All Severities Resolution Time is calculated in accordance with
the following formula:
V
56
a
b
% All Severity Resolution Time =  100
Where:
a =
the total number of Telephone Incidents that are Resolved
within 60 minutes during the month;
b =
the total number of Telephone Incidents that are Resolved
within the month,
"Telephone Incidents" means Relevant Incidents where the initial
report of the Incident is reported by telephone to a Service Desk
Operative.
4.7.2
All Severities Resolution Time: Business Rules:
4.7.2.1
For the avoidance of doubt, all Incidents that are initially reported to
the Supplier by email or other electronic means are excluded for the
calculation of the All Severity Resolution Time.
4.7.2.2
Deployment Incidents shall not be measured for the purposes of the
All Severity Resolution Time Service Level. The Resolution Time of
a Telephone Incident is measured in accordance with
paragraph 4.7.1.3.
4.7.3
All Severities Resolution Times
All Severities Resolution Times
Service Level: All Severities Resolution Times
Measurement Component: All Telephone Incidents Resolved
Measurement Period: per month
Service Level thresholds
Associated Service Points
OSL
>= 60% within 1 hour,
0
FL1
< 60% and >= 50% within 1 hour,
Sliding Scale pro rata from
0 to 60
CSL
< 50% within 1 hour,
60
Service Points will be applied in accordance with the rules detailed in paragraph 5 of this Schedule.
V
57
4.8
Incident Referral Times
4.8.1
Incident Referral Times: Description:
4.8.1.1
The Incident Referral Service Level measures the Supplier’s ability
to refer Incidents received by the Service Desk which are the
responsibility of another Principal or Subsidiary Supplier.
4.8.1.2
The Supplier is responsible for:
4.8.1.3
(a)
measuring % Incident Referral Times every day against the
Service Level thresholds; and
(b)
reporting the results to the Authority each month.
The percentage Incident Referral Time shall be calculated in
accordance with the following formula:
 A
100
B
% Incident Referral Time = 
Where:
4.8.2
A =
total Incidents referred within the Incident Referral OSL in a
month as per paragraph 4.8.3;
B =
total Incidents referred in that month.
Business Rules:
The time taken to refer each Incident requiring referral is measured:
4.8.2.1
from the moment the Incident is Logged and a unique reference
number has been generated;
4.8.2.2
to the moment that the Incident has been referred and confirmed as
accepted by the receiving organisation (Principal or Subsidiary) and
incident reference generated;
4.8.2.3
in alignment with the periods of measurement detailed in
paragraph 3.3.3.16.
V
58
4.8.3
Incident Referral Times: Business Rules:
Incident Referral Time
Service Level: Incident Referral Time
Measurement Component: all calls Referred
Measurement Period: per month
Service Level thresholds
Associated Service Points
OSL
30 minutes for a Severity 1 or 2 Incident120
minutes for a Severity 3 incident and 360 minutes
for a Severity 4 or 5 incident.
0
CSL
>30 minutes for a Severity 1 or 2 Incident, >120
minutes for a Severity 3 incident, >360 minutes for
a Severity 4 or 5 incident.
0.5 per incident referral
(max 25 service points per
month)
Problem Management
4.9
Problem Resolution
4.9.1
Problem Resolution: Description:
4.9.1.1
The Problem Resolution Service Level measures the Supplier's
ability to resolve Problems within the relevant OSL, dependent on
the Severity Level the Problem has been allocated in accordance with
Severity Level Guidelines.
4.9.1.2
For the purpose of the Problem Resolution Service Level, the
Supplier shall measure at midnight on the final day of each month:
4.9.1.3
(a)
Problem Resolution Time (if the Problem was Resolved in
that month); or
(b)
the number of days that the Problem has remained
unresolved (ie, the day that the Problem was Logged until the
final day of the month (inclusive)) ("Ongoing Problem
Clock").
The Supplier is responsible for:
(a)
measuring the Problem Resolution Time and the Ongoing
Problem Clock (as applicable) in accordance with
paragraph 4.9.1.2 for each Problem against the relevant
Service Level thresholds; and
(b)
reporting the results to the Authority every month (for all
Resolved and Unresolved Problems).
V
59
4.9.2
Problem Resolution: Business Rules:
4.9.2.1
The Problem Resolution Service Level only measures Problems.
Deployment Problems and Defects shall not be measured for the
purposes of the Problem Resolution Service Level unless and until
the relevant Deployment Problem or Defect develops into a Problem.
4.9.2.2
The Problem Resolution Time is calculated in accordance with
paragraph 4.9.3.
4.9.2.3
The Supplier shall measure each Problem against the Service Level
thresholds in respect of the Severity Level that is allocated to the
Problem:
(a)
at the time that the Problem was Resolved (if the Problem
was Resolved in that month); or
(b)
if the Problem has not yet been Resolved, at midnight of the
final day of each month.
4.9.2.4
Save where paragraph 4.9.2.6 applies, there shall only be one
Problem Resolution Time and one Ongoing Problem Clock in respect
of each Problem.
4.9.2.5
In the event that the Problem affects more than one Supplier System
and/or GPSoC Service:
4.9.2.6
(a)
the Supplier shall apply the Problem Resolution Time or the
Ongoing Problem Clock (as applicable) against the relevant
Service Level thresholds for each affected Supplier System
in respect of each affected GPSoC Service;
(b)
the Problem shall be awarded with a Service Level rating
(and Service Points if applicable) in respect of each affected
GPSoC Service for each affected Supplier System; and
(c)
each such Service Level rating (and Service Points if
applicable) shall be reported to the Authority in accordance
with paragraph 6 of this Schedule.
In the event of a disagreement between the Supplier and a Local
Organisation regarding which Problems are to be excluded for the
purposes of measuring the Problem Management Service Level, the
Supplier and the Local Organisation shall meet in good faith to try
and reach an agreement. If the parties are unable to do so, the
Authority shall determine the matter acting reasonably.
V
60
4.9.3
Problem Resolution
Problem Resolution
Service Level: Problem Resolution
Measurement Component: per Problem
Measurement Period: per month
Severity
Level
OSL
CSL
Service Points for a CSL
Max 180 Service Points per
month
1
<= 60 days
> 60 days
25
2
<= 90 days
> 90 days
20
3
<= 120 days
> 120 days
15
4
<= 240 days
> 240 days
10
5
<= 360 days
> 360 days
0
4.10
4.9.3.1
If, in relation to any Problem, the Supplier fails to Resolve the
Problem within the OSL, the Supplier shall obtain a CSL.
4.9.3.2
Service Points will be applied in accordance with the rules detailed in
paragraph 5 of this Schedule.
Report Delivery
4.10.1
Report Delivery: Description:
4.10.1.1
4.10.1.2
The Report Delivery Service Level measures the Supplier’s ability to
provide the Authority with the following reports, complete and
accurate as described, and by frequency as detailed in appendix 3 of
this Schedule:
(a)
Release and Maintenance Plan
(b)
Performance Monitoring Report
(c)
High Severity Incident Report
(d)
Capacity Report
(e)
Practice and Component System Report
(f)
Problem Tracker
The Supplier is responsible for:
(a)
providing a complete and accurate report;
V
61
4.11
(b)
measuring whether or not a complete and accurate report has
been provided;
(c)
reporting the results to the Authority.
Report Delivery: Business Rules:
4.11.1
The Report shall be deemed to have been delivered "successfully" to the
Authority when:
4.11.1.1
an electronic version of the report is received by the Authority in
accordance with appendix 4 of this Schedule;
4.11.1.2
the report received by the Authority is complete and accurate, and
meets all requirements set out in this Schedule. For the avoidance of
doubt a report shall be deemed to be accurate when no material
inaccuracies are identified during review by the Authority or raised
subsequently by report recipients.
4.11.2
The electronic version of the report shall be deemed received by the
Authority when:
4.11.2.1
should the Supplier deliver the report using email, the Authority's
mail server (or equivalent remote mail server) receives the email
containing the report; or
4.11.2.2
should the Supplier deliver the report through other means, the report
is able to be accessed and read by the nominated Authority
representative.
4.11.3
Report Delivery
Reporting
Service Level: Reporting
Measurement Component:
Release and Maintenance Plan
Performance Monitoring Report
High Severity Incident Report
Capacity Report
Practice and Component System Report
Problem Tracker
Measurement Period: in accordance with appendix 4
Service Level thresholds
Associated Service Points
OSL
Report delivered Successfully
0
CSL
Report not delivered Successfully
10 per report (max 30
service points per month)
V
62
5.
SERVICE POINTS
5.1
A regime for the application of Service points applies to the Service Levels for all Supplier
Systems.
5.2
Save as expressly stated otherwise in this Schedule, any failure by the Supplier to attain an
OSL in relation to a Measured Element for all GPSoC Services Types shall result in the
allocation of Service Points.
5.3
For the avoidance of doubt, where an OSL is attained the allocation of Service Points shall
not apply.
5.4
Service Points are accrued monthly for each Supplier System and shall be used to calculate
any Service Deductions applicable to that Supplier System.
5.5
The basic principles of the Service Point regime for each Supplier System are:
5.5.1
1 Service Point = 0.05% of the Supplier System Service Charge;
5.5.2
a maximum of 2,000 Service Points can be accrued in a month per
Supplier System; and
5.5.3
the 2000 Service Points shall be allocated across the Service Levels in
accordance with the following weighting scheme in paragraph 5.5.4:
5.5.4
Service Point Table
Category of Service
Level
Service Levels
Sub Category
within the
Service Level
Maximum
Service Points
for each Supplier
System per
month
Availability
Management
Availability – Support Hours
n/a
600
Availability – Non Support Hours
n/a
100
Interface Mechanism System
Response Times
PTT1 - 4
80
End User Interaction Timings
EUIT 1- 18
360 divided
equally by the
number of EUIT
utilised and
reported against
Message Accuracy And Transfer
n/a
65
Service Desk
Call Answer Time
n/a
100
Incident Management
Incident Resolution
n/a
400
System Response
Times
(Each Severity 1 Incident is capped
V
63
Category of Service
Level
Service Levels
Sub Category
within the
Service Level
Maximum
Service Points
for each Supplier
System per
month
All Severities Resolution Time
n/a
60
Incident Referral
n/a
25
Problem Management
Problem Management
n/a
180
Reporting
Performance Monitoring Report
n/a
30
at 200 Service Points and each
Severity 2 Incident is capped at 100
Service Points)
Problem Tracker
Practice and Component System
Report
Capacity Report
High Severity Incident Report
Release and Maintenance Plan
(10 points per report to a max of
30)
TOTAL for each
Supplier System per
month
5.6
2000
Service Point Allocation
5.6.1
5.6.1.1
Availability
The 700 Service Points attributable to the Availability Service Level
for the relevant Supplier System shall be split by Support Hours (600
Service Points) and Non Support Hours (100 Service Points) and then
shall subsequently be divided proportionally between each
Component System that has at any time in the month delivered
GPSoC Services from that Supplier System for at least one day.
V
64
5.6.1.2
For each Supplier System, Service Points accruing to each such
Component System in a month ("α") shall be calculated in
accordance with the following formula:
 m  t     y  
    * x 
 m  n     l  
α= 
5.6.1.3
Whereas 'm', 't', 'n' ‘l’, ‘x’ and 'y', have the meaning set out in the
table below:
Letter
Detail
m
The lowest percentage Availability that the Supplier
can attain whilst still obtaining an OSL in respect of the
relevant Supplier System
t
% Availability attained by the Supplier in relation to
the relevant Component System in the month in respect
of the GPSoC Services it receives from the relevant
Supplier System unless the % Availability is less than
'n', in which case 'n' should be used instead
n
The lowest percentage Availability that the Supplier
can attain whilst still obtaining a FL1 (ie, 98%)
l
The total number of practices or ROSU that have
received GPSoC Services from the relevant Supplier
System during the payment month
x
The total number of practices or ROSU located on the
Component System for which the Service Points are
being calculated
y
600 (Support Hours) or 100 (Non-Support Hours) (ie,
the total number of Service Points apportioned to the
Availability Service Level per Supplier system as
detailed in paragraph 5.5.4)
The Supplier shall use the formula set out in paragraph 5.6.2 twice
per Component System in order to calculate the Availability for
Support Hours and Non Support Hours.
5.6.2
End User Interactions Timings
5.6.2.1
The 360 Service Points applicable to the End User Interaction
Timings Service Level for each Supplier System are divided equally
between each EUIT which is being utilised and reported by the
Supplier.
5.6.2.2
The Service Points applicable to each EUIT are to be apportioned by
each Component System on the relevant Supplier System, as
V
65
illustrated by the example in appendix 1 (Interface Mechanism PTT
and End User Interactions Timings Table) of this Schedule.
5.6.2.3
The Service Points will be applied on a sliding scale from zero to
maximum Service Points.
5.6.2.4
Subject to paragraphs 5.6.3.7, 5.6.3.8 and 5.6.3.9 End User
Interaction Timings Service Points for each EUIT on a Component
System for each 5 Hour Rolling Period ("β") shall be calculated in
accordance with the following formula:
 m  t  v  
    * x 
 m  n  l  
a= 
5.6.2.5
Whereas ' 'v', 'm', 't', 'n', ‘l’ and ‘x’ have the meaning set out in the
table below:
Letter
Detail
v
360 divided by the number of EUITs which are being
utilised and reported by the Supplier, divided by the
number of Component Systems
m*
The lowest percentage that the Supplier may attain
whilst still obtaining an OSL for the relevant EUIT on a
Component System in the relevant 5 Hour Rolling
Period in relation to the End User Interaction Timings
Service Level
t*
% achieved by the Supplier for the relevant EUIT on a
Component System in the relevant 5 Hour Rolling
Period in relation to the End User Interaction Timings
Service Level unless the % achieved is less than 'n' in
which case 'n' should be used instead
n*
The lowest percentage that the Supplier may attain
whilst still obtaining a FL1 for the relevant EUIT on a
Component System in the relevant 5 Hour Rolling
Period in relation to the End User Interaction Timings
Service Level
l
The total number of practices or ROSU that have
received GPSoC Services from the relevant Supplier
System during the payment month
x
The total number of practices or ROSU located on the
Component System for which the Service Points are
being calculated
*see paragraph 5.6.3.6
V
66
5.6.2.6
* there will be two different figures for 'm', 't' and 'n' for each Service
Level threshold measurement requirement. For example, for a
EUIT1:
(a)
m1 = 85% within 2s and m2 = 99.8% within 10s;
(b)
n1 = 80% within 2s, and n2 = 94.8% within 10s; and
(c)
t1 = supplier % achievement within 2s and t2 = supplier %
achievement within 10s.
5.6.2.7
The Supplier shall use the formula set out in paragraph 5.6.3.4 up to
two times to calculate β using the percentages that relate to the same
time period measurement (e.g. 2/10 seconds). For example, the
Supplier should use m1, n1 and t1 for the first calculation; and m2,
n2 and t2 for the second calculation for each occasion where the
value of 't' is less than 'm'. Subject to paragraph 5.6.3.8, the
calculation that produces the greatest number of Service Points
determines the number of Service Points that accrue to the Supplier
for the relevant EUIT on that Component System.
5.6.2.8
In relation to each Component System, where the Supplier fails to
obtain an OSL for more than one 5 Hour Rolling Period for the same
category of EUIT in the month, the Supplier shall only obtain Service
Points once in respect of the 5 Hour Rolling Period that accrued the
greatest number of Service Points. This is notwithstanding the fact
that the Supplier may not have obtained the maximum Service Points
applicable to that EUIT on that Component System in any one 5
Hour Rolling Period.
5.6.2.9
Service Points shall not accrue to the Supplier in respect of any
5 Hour Rolling Period where the total number of Messages
Generated is less than 100. For the avoidance of doubt, the Supplier
shall still measure the relevant 5 Hour Rolling Period for the
purposes of paragraph 4 and shall be rated with a Service Level.
5.6.2.10
The Service Points applicable to the End User Interaction Timings
for each Component System each month shall be the sum of all
Service Points that accrue to each EUIT applicable to that
Component System across the month.
5.6.2.11
The Service Points applicable to the End User Interaction Timings
for each Supplier System each month shall be the sum of all Service
Points that accrue to each Component System on that Supplier
System across the month.
5.6.3
5.6.3.1
System Response Times - Interface Mechanism System Response Times
The 80 Service Points applicable to the Interface Mechanism
Response Time Service Level for each Supplier System are divided
between each PTT in accordance with the allocation in
paragraph 4.3.2.9.
V
67
5.6.3.2
The Service Points applicable to each PTT are to be apportioned by
each Component System on the relevant Supplier System, as
illustrated by the example in appendix 1 (Interface Mechanism PTT
and End User Interactions Timings Table) of this Schedule.
5.6.3.3
Where a PTT mapping exercise is completed in accordance with
appendix 1 of this Schedule and the functionality of a particular
Component System does not support a particular defined PTT, the
Service Points relating to those unused PTT types shall be
apportioned equally to the remaining PTTs used on that Component
System.
5.6.3.4
Subject to paragraphs 5.6.3.7, 5.6.3.8 and 5.6.3.9 System Response
Time Service Points for each PTT on a Component System for each 5
Hour Rolling Period ("β") shall be calculated in accordance with the
following formula:
 m  t  v  
    * x 
 m  n  l  
a= 
5.6.3.5
Whereas 'v', 'm', 't', 'n', 'l', 'x' have the meaning set out in the table
below:
Letter
Detail
v
Total number of Service Points for the relevant PTT as
detailed in paragraph 4.3 (or, if applicable, as
re-weighted in accordance with paragraph 5.6.3.3)
divided equally by the total number of Component
Systems that have delivered GPSoC Services for the
relevant Supplier System during the payment month
m*
The lowest percentage that the Supplier may attain
whilst still obtaining an OSL for the relevant PTT on a
Component System in the relevant 5 Hour Rolling
Period in relation to the System Response Times Service
Level
t*
% achieved by the Supplier for the relevant PTT on a
Component System in the relevant 5 Hour Rolling
Period in relation to the System Response Times Service
Level unless the % achieved is less than 'n' in which
case 'n' should be used instead
n*
The lowest percentage that the Supplier may attain
whilst still obtaining a FL1 for the relevant PTT on a
Component System in the relevant 5 Hour Rolling
Period in relation to the System Response Times Service
Level
V
68
Letter
Detail
l
The total number of practices that have received GPSoC
Services from the relevant Supplier System during the
payment month
x
The total number of practices located on the Component
System for which the Service Points are being
calculated
* see paragraph 5.6.3.6
5.6.3.6
* there will be two different figures for 'm', 't' and 'n' for each Service
Level threshold measurement requirement. For example, for a PTT1:
(a)
m1 = 95% within 0.5s and m2 = 99.8% within 3.0s;
(b)
n1 = 90% within 0.5s, and n2 = 94.8% within 3.0s; and
(c)
t1 = <90%% within 0.5s and t2 = <94.8%% within 3.0s.
5.6.3.7
The Supplier shall use the formula set out in paragraph 5.6.3.4 up to
two times to calculate β using the percentages that relate to the same
time period measurement (e.g. 0.5/3.0 seconds). For example, the
Supplier should use m1, n1 and t1 for the first calculation; and m2,
n2 and t2 for the second calculation for each occasion where the
value of 't' is less than 'm'. Subject to paragraph 5.6.3.8, the
calculation that produces the greatest number of Service Points
determines the number of Service Points that accrue to the Supplier
for the relevant PTT on that Component System.
5.6.3.8
In relation to each Component System, where the Supplier fails to
obtain an OSL for more than one 5 Hour Rolling Period for the same
category of PTT in the month, the Supplier shall only obtain Service
Points once in respect of the 5 Hour Rolling Period that accrued the
greatest number of Service Points. This is notwithstanding the fact
that the Supplier may not have obtained the maximum Service Points
applicable to that PTT on that Component System in any one 5 Hour
Rolling Period.
5.6.3.9
Service Points shall not accrue to the Supplier in respect of any 5
Hour Rolling Period where the total number of Messages Generated
is less than 100. For the avoidance of doubt, the Supplier shall still
measure the relevant 5 Hour Rolling Period and shall be rated with a
Service Level.
5.6.3.10
The Service Points applicable to the System Response Times for each
Component System each month shall be the sum of all Service Points
that accrue to each PTT applicable to that Component System across
the month.
5.6.3.11
The Service Points applicable to the System Response Times for each
Supplier System each month shall be the sum of all Service Points
V
69
that accrue to each Component System on that Supplier System
across the month.
5.6.4
Service Desk - Call Answer Time
For each Supplier System, the Supplier shall accrue maximum of 4.5 Service
Points each day (Monday to Sunday) that the Supplier fails to achieve the OSL
for the Call Answer Time Service Level, until the Supplier obtains the maximum
Service Points applicable to the Call Answer Time Service Level for the month,
as set out in paragraph 5.5.4.
5.6.5
Incident Referral
For each Supplier System, the Supplier shall accrue 0.5 Service Points that the
Supplier fails to achieve the OSL for the Incident Referral Service Level within
the month, until the Supplier obtains the maximum Service Points applicable to
the Incident Referral Service Level for the month, as set out in paragraph 5.5.4.
5.6.6
Incident Management - Incident Resolution
5.6.6.1
All references to Incidents in this paragraph 5.6.6 shall be construed
as any Resolved Incident that is measured for the purposes of the
Incident Management Service Level.
5.6.6.2
In respect of each Supplier System:
5.6.6.3
(a)
any Incident, that was not Resolved in time to attain an OSL
will result in the accrual of Unit Points for every Practice or
ROSU on that Supplier System impacted by the Incident at
the time the Incident was Resolved;
(b)
2000 Unit Points is equivalent to the total Service Charge for
one Practice or ROSU;
(c)
Unit Points will be aggregated in respect of each Incident
based upon the Unit Points accrued by each Practice on that
Supplier System; and
(d)
at the end of the month, the total number of Unit Points
accrued by all Practices or ROSU on that Supplier System
will be converted into Service Points, up to the maximum
Service Points attributed to Incident Resolution, as per the
table in paragraph 5.5.4.
The accrual of Unit Points for each Resolved Incident is calculated
on a sliding scale, from the moment that the Supplier fails to achieve
an OSL until the Supplier obtains a CSL, for all Supplier Systems
affected by the Incident in accordance with the following formulae:
(a)
tm
yk 

∞ = n  m
V
70
(b)
5.6.6.4
Whereas 'm', 't', 'n', 'y' and 'k', have the meaning set out in
the table below:
Letter
Detail
n
The maximum time that the Supplier may take to
Resolve an Incident of the relevant Severity Level
whilst still obtaining a FL1 (eg, 360 minutes in relation
to a Severity Level 2 Incident)
m
The maximum time that the Supplier may take to
Resolve an Incident of the relevant Severity Level
whilst still obtaining an OSL (eg, 240 minutes in
relation to a Severity Level 2 Incident)
t
The Resolution Time of the Incident in minutes, unless
the Resolution Time is greater than 'n', in which case 'n'
should be used instead
k
The number of Unit Points that the Supplier will accrue
for one Practice or ROSU for obtaining a CSL in
relation to the Incident of the relevant Severity Level
(eg, 1000 for a Severity Level 2 Incident)
y
The total number of Practices or ROSU on the relevant
Supplier System impacted by the Incident at the time
that the Incident is Resolved
Subject to paragraph 5.6.6.6, the Unit Points accrued for each GPSoC
Complaint System for all Incidents in the month are aggregated and
then converted into Service Points in the month in accordance with
the following formula:
Incident Resolution Service Points =
5.6.6.5
be
cd
Whereas 'b', 'c' 'd' and 'e' have the meaning set out in the table below:
Letter
Detail
b
The total Unit Points for all Incidents accrued by the
Supplier in respect of the relevant Supplier System in
the month
c
The total number of Unit Points equivalent to the total
Service Charge for one Practice (ie, 2000)
d
The total number of Practices or ROSU receiving
GPSoC Services from the relevant Supplier System
assessed at the end of the final day of the month
V
71
e
5.6.6.6
The maximum number of Service Points that the
Supplier can accrue in a month in relation to a Supplier
System (ie, 2000)
For each Supplier System, the Supplier shall obtain no more than the
maximum Service Points applicable to the Incident Resolution
Service Level in any month, as set out in paragraph 5.5.4. Each
Severity 1 Incident is capped at 200 Service Points and each Severity
2 Incident is capped at 100 Service Points.
Incident Management – All Severities Resolution Time
5.6.7
Service Points for each Supplier System in a month in respect of the All Severity
Resolution Time Service Level ("µ") shall be calculated in accordance with the
following formula:
 mt 
s
mn
 
Here, 'm', 't' 'v' and 'n' have the meaning set out in the table below:
5.6.8
Letter
Detail
m
The lowest percentage that the Supplier can obtain in relation to
the All Severity Resolution Time Service Level whilst still
obtaining an OSL (ie, 60 %)
n
The highest percentage that the Supplier can obtain in relation to
the All Severity Resolution Time Service Level whilst still
obtaining a CSL (ie, 50%)
t
The percentage that the Supplier attains in relation to the All
Severity Resolution Time Service Level in the month for the
relevant Supplier System unless the percentage attained is less
than 'n', in which case 'n' should be used instead
s
The number of Service Points attributable to the All Severity
Resolution Time Service Level
Problem Management
The Supplier shall accrue Service Points for the Problem Management Service
Level for every Problem measured for the purposes of the Problem Management
Service Level for each Supplier System affected by the relevant Problem.
V
72
5.6.9
Reporting
The Supplier shall accrue service points for each of the following reports (defined
in appendix 3 of this Schedule) for which the Supplier fails to achieve the OSL
for:
5.7
5.6.9.1
Performance Monthly Report
5.6.9.2
High Severity Incident Report
5.6.9.3
Practice and Component System Report
5.6.9.4
Monthly Capacity Report
5.6.9.5
Release and Maintenance Plan
5.6.9.6
Problem Tracker
Repeat Failures
5.7.1
If, in relation to any Supplier System, the Supplier fails to achieve the
Operating Service Level in relation to:
5.7.1.1
the same Component System for the Availability Service Level; or
5.7.1.2
the same PTT on a Component System for either of the System
Response Time Service Levels, in two consecutive months or in any
two months in any three month period, the second such failure shall
constitute a Repeat Failure ("Repeat Failure"). Any subsequent
failure by the Supplier to achieve that same Operating Service Level
shall also be a Repeat Failure.
5.7.2
For the avoidance of doubt, Repeat Failures only apply to the Availability
Service Level and the System Response Time Service Level.
5.7.3
After attaining a Repeat Failure in relation to a particular Supplier
System, if the Supplier obtains an OSL:
5.7.3.1
the relevant Component System, in the case of the Availability
Service Level; or
5.7.3.2
the relevant PTT on a Component System, in the case of the Interface
Mechanism Response Time Service Level;
5.7.3.3
the relevant EUIT on a Component System in the case of the End
User Interaction Timings Service Level, for two consecutive months,
the next (if any) occasion that the Supplier fails to achieve the
Operating Service Level, relating to that Component System (in the
case of the Availability Service Level) or that PTT or EUIT on a
Component System (in the case of the System Response Time
Service Level), such failure shall be treated as an initial failure and
not a Repeat Failure.
V
73
5.7.4
5.8
If any Repeat Failure occurs, the number of Service Points that shall
accrue to the Supplier in respect of such Repeat Failure shall be the
number of Service Points that would normally accrue in respect of an
initial failure relevant to that Service Level multiplied in accordance with
the following table until such time as the Supplier obtains the maximum
number of Service Points in respect of the Availability and System
Response Time Service Levels for the relevant Supplier System.
Number of Repeat Failures
Multiplier for Service Points
0 (initial failure)
1
1
1.25
2
1.5
3
1.75
4
2
5 (and each subsequent Repeat
Failure)
2.25
Related Failures
During any Outage Period, the Supplier shall accrue Service Points on each Supplier System
if it fails to achieve the Operating Service Level in relation to the Availability Service Level.
In the event that the Root Cause of the Outage Period directly results in the Supplier also
failing to achieve any Operating Service Level for the System Response Times Service Level
in relation to the same Supplier System, the Supplier shall not also be penalised in Service
Points for delays in System Response Times during such Outage Periods. For the avoidance
of doubt, this paragraph 5.8 only applies to the accrual of Service Points and shall not relieve
the Supplier of any other obligation or provision including the categorisation of Service
Levels in accordance with paragraph 4.
6.
PERFORMANCE MANAGEMENT
6.1
Performance Reporting
6.1.1
The Supplier shall deliver Performance Reports in line with the
requirements detailed in appendix 3 of this Schedule.
6.1.2
The Authority may at its sole discretion, which shall be reasonably
exercised, require more frequent or ad hoc reports detailing the Supplier's
performance and delivery in of the GPSoC Services and the Supplier
shall ensure that such reports are provided promptly and in accordance
with any of the Authority's requirements.
6.1.3
The Authority may publish the results of any Satisfaction Survey that
they carry out to any Local Organisation, or any other interested third
party.
V
74
6.2
Performance Review
6.2.1
The Supplier and the Authority shall attend Service Review Meetings on
a monthly basis.
6.2.2
The Service Review Meeting ("SRM") is the forum for the review of the
Supplier's performance by the Supplier and the Authority (including its
appointed representatives.) Unless otherwise agreed, the Service Review
Meeting shall:
6.2.2.1
take place within three weeks of the PMR being issued by the
Supplier to the Authority;
6.2.2.2
take place at such location and time (within normal business hours)
as the Authority shall reasonably require unless otherwise agreed in
advance;
6.2.2.3
be attended by such members of the Authority (and/or its appointed
representatives) and the Supplier as are necessary; and
6.2.2.4
have full minutes taken by the Supplier ("SRM Minutes"). The
Supplier shall circulate the SRM Minutes within 10 days of the SRM
having taken place to all attendees of the Service Review Meeting
and also to such other individuals of the Authority and the Supplier,
as the Authority may deem appropriate. The SRM Minutes of the
preceding Service Review Meeting will be agreed and signed by both
party's at each Service Review Meeting. The Authority may, subject
to the approval of the Supplier (such approval not to be unreasonably
withheld or delayed) invite other attendees from outside of the
Authority to attend any Service Review Meeting, provided that the
Supplier shall be entitled to require the attendees from outside of the
Authority:
6.2.3
6.3
(a)
not to attend any Service Review Meeting dealing solely
with any commercially sensitive matter; or
(b)
to leave any Service Review Meeting for the period during
which any commercially sensitive matter is discussed.
The Supplier may, subject to the approval of the Authority (such approval
not to be unreasonably withheld or delayed) invite representatives from
outside of the Supplier organisation to attend any Service Review
Meeting.
Performance Monitoring System
6.3.1
The Supplier shall implement and maintain a Performance Monitoring
System to deliver all monitoring and reporting requirements detailed
within this Schedule ("Performance Monitoring System" or "PMS").
6.3.2
The methodology by which the Supplier’s PMS delivers the monitoring
and reporting requirements shall be fully documented by the Supplier
within a Performance Monitoring System Document ("PMSD").
V
75
6.3.3
If the Supplier is already delivering GPSoC Services under the previous
GPSoC Framework, they shall provide the Authority with an updated
PMSD within 30 (thirty) days of the Effective Date. If the Supplier is a
new entrant onto the Framework Agreement they shall provide the PMSD
in line with the timescales agreed as part of the Service Acceptance
Process.
6.3.4
The Authority shall determine in its sole discretion, and update from time
to time, the testing requirements that the Supplier must undertake in order
to test the accuracy and consistency of the Supplier's PMS and notify
these testing requirements to the Supplier, ("Verification Testing").
6.3.5
The Supplier is required to demonstrate to the Authority via formal
Verification Testing that the PMS is able to accurately and consistently
deliver against all monitoring and reporting requirements set out within
this Schedule.
6.3.6
The Authority shall notify the Supplier within 5 (five) days of the
completion of Verification Testing whether or not the relevant PMS has
been approved or rejected. The PMS shall be deemed to have been
rejected if the Authority does not provide the Supplier with a notice of
approval during this period.
6.3.7
If the PMS is approved by the Authority it shall be adopted by the
Supplier immediately.
6.3.8
If the PMS is rejected by the Authority, the Supplier shall make the
necessary changes to the PMS such that it can undergo further
Verification Testing, in which case, paragraphs 6.3.5 and 6.3.6 of this
Schedule shall apply until such time as the PMS is approved by the
Authority.
6.3.9
The Supplier shall undertake further Verification Testing each time a
change is made to its PMS and in such circumstances paragraphs 6.3.5
and 6.3.6 shall apply.
6.3.10
Any Performance Reports received by the Authority from the Supplier
not supported by an approved PMS may be rejected by the Authority.
6.3.11
Performance Reports which are rejected by the Authority shall be dealt
with under the provisions of paragraphs 6.11 and 6.12.
6.4
The PMSD shall include comprehensive details of how the Supplier will meet the obligations
of this Schedule, in line with the template provided in appendix 2 of this Schedule.
6.5
The Supplier shall not round up or down any number that is to be calculated pursuant to this
Schedule (including, but not limited to, the calculations of Service Levels, Service Points and
the reporting of the same to the Authority). All metrics shall be calculated to three decimal
places without rounding. For example, 9.9998 shall be presented as 9.999.
6.6
The Supplier shall provide the Authority with such supporting documentation as may
reasonably be required and/or requested by the Authority in order to verify the level of the
Supplier's performance of the GPSoC Services under the terms of the Framework Agreement
and the calculations of the Service Deductions for any specified period.
V
76
6.7
The Authority shall be entitled from time to time in its sole discretion to audit the Supplier's
PMS in order to verify that all Performance Reporting is calculated in accordance with the
provisions of this Schedule. The outcome of this audit may lead to current and historic
versions of the PMS being rejected by the Authority, the consequences of which are described
in paragraphs 6.11 and 6.12.
6.8
The Authority may, at its discretion, deploy performance monitoring tools at any location
used to deliver GPSoC Services including, but without limitation, a Practice or a Supplier's
data centre. The Authority shall discuss the scope and nature of such activity in advance with
the Supplier and the parties shall agree a plan for the performance monitoring activity. The
Authority shall use its reasonable endeavours to ensure that the conduct of each audit does not
unreasonably disrupt the Supplier and does not compromise the Suppliers Information
Governance responsibilities.
6.9
The Authority reserves the right to verify the Availability of any Practice including by:
6.9.1
sending pre-defined test transactions through the relevant Component
System which shall be monitored by the Supplier and the outcomes of
which shall be assessed by the Authority; and
6.9.2
receiving from the Supplier reports and data about any calls to and from
the Suppliers' Service Desk Service relating to Service Downtime.
6.10
The Supplier shall ensure that all data used within its PMS is retained for a minimum of 2 two
years in a location that can be readily accessed by the Supplier. The Supplier shall make such
data available to the Authority no later than 24 hours after the Authority has requested such
data, or where that the data is required urgently (such as to respond to a Parliamentary
question), no more than 4 hours from the request being made by the Authority to the Supplier.
6.11
Rejected and Inaccurate Reporting
6.11.1
The Supplier acknowledges that the Authority relies on the Supplier to
maintain a comprehensive, accurate and reliable Performance Monitoring
System to measure and report the Supplier's provision of the GPSoC
Services against the standards set out in this Schedule. The Supplier
agrees that the Authority's use of data from the Performance Monitoring
System is without prejudice to the Authority's right to:
6.11.1.1
verify any data in a Performance Report;
6.11.1.2
audit; and
6.11.1.3
conduct reasonable performance tests on the Performance Monitoring
System for the purposes of validating such data.
6.11.2
If at any time the Authority has reasonable grounds to believe that any
Performance Reporting, or any part of the Performance Monitoring
System on which Performance Reporting is based, is inaccurate or
incomplete (excluding immaterial inaccuracies or agreed omissions), it
shall provide the Supplier with a Rejected Reporting Notice and in such
circumstances the relevant part of the Performance Monitoring System
and all affected Performance Reports shall be deemed to be unreliable
and paragraph 6.11.5 shall apply.
V
77
6.11.3
Without limiting paragraph 6.11.2, the Authority shall be deemed to have
reasonable grounds to believe that any Performance Reporting, or any
part of the Performance Monitoring System on which Performance
Reporting is based, is inaccurate or incomplete if it can demonstrate any
of the following have occurred, save for when such inaccuracy or
incompleteness has been caused as a direct result of any act or omission
by the Authority:
6.11.3.1
data used by the Performance Monitoring System is materially
different to data received by the Authority from other sources; or
6.11.3.2
related data collected by, or on behalf of the Authority can be
extrapolated using appropriately and commonly accepted statistical
techniques to show that data used within the Performance Monitoring
System is likely to be inaccurate or incomplete; or
6.11.3.3
any part of the Performance Monitoring System has, without consent
and approval from the Authority, been modified, removed, replaced
and tampered with in anyway other than as a result of a malicious act
or act of vandalism by a third party which could not have been
prevented by the Supplier; or
6.11.3.4
any data supplied to the Performance Monitoring System has been
amended, added to, subtracted from in any way not permitted by this
Schedule.
6.11.4
For the avoidance of doubt, unavailability of the Performance Monitoring
System at any time during the month does not on its own constitute
reasonable grounds for the Authority to issue a Rejected Reporting Notice
unless the Authority can show that such unavailability resulted in the
recording of inaccurate or incomplete performance data by the
Performance Monitoring System.
6.11.5
Should the Performance Monitoring System be regarded as wholly or
partially unreliable by the Authority, then:
6.11.5.1
all affected data taken or derived from the Performance Monitoring
System shall be disregarded for the entire month that the
Performance Monitoring System is regarded to be either wholly or
partially unreliable for the purposes of calculating Service Levels in
accordance with this Schedule;
6.11.5.2
any Service Level, wholly or partially, impacted by the unreliability
of the Performance Monitoring System shall incur the maximum
number of CSL for any whole or partial month (as applicable) that
the Performance Monitoring System is regarded as being unreliable;
6.11.5.3
in relation to, any Service Level, wholly or partially, impacted by the
unreliability of the Performance Monitoring System shall incur the
maximum Service Points attributable to that Service Level, as
detailed within the Service Point paragraph, for any whole or partial
month (as applicable) that the Performance Monitoring System is
regarded as being unreliable.
V
78
6.11.6
If the Supplier disagrees with a Rejected Reporting Notice issued by the
Authority under paragraph 6.11.2 it shall notify the Authority within
seven days by issuing a Measurement Dispute Notice.
6.11.7
Service Level Representatives shall meet within seven days of a
Measurement Dispute Notice, and subsequently as often as agreed until
the Supplier has demonstrated to the Authority's reasonable satisfaction
(acting in good faith) that:
6.11.7.1
the Performance Monitoring System and the Performance Reports
detailed in the relevant Rejected Reporting Notice were not
inaccurate or incorrect; or
6.11.7.2
the cause of any inaccurate or incomplete use of data by the
Performance Monitoring System has been removed or repaired, and
that past, real-time and future Performance Reporting can be
produced in a complete and accurate manner (as required by this
Schedule).
6.11.8
If the Supplier is able to meet the requirements of paragraph 6.11.7.1
then:
6.11.8.1
the Rejected Reporting Notice shall no longer apply; and
6.11.8.2
any Service Points incurred by the Supplier, in accordance with
paragraph 6.11.5.3, as a result of the Rejected Reporting Notice, shall
no longer apply. In the event that such Service Points have been
converted into Service Deductions, the realignment of Service Points
shall be dealt with in accordance with paragraph 6.13.
6.11.9
If the Supplier is able to meet the requirements of paragraph 6.11.7.2
then:
6.11.9.1
the Rejected Reporting Notice shall no longer apply;
6.11.9.2
any Service Points incurred by the Supplier, in accordance with
paragraph 6.11.5.3, as a result of the Rejected Reporting Notice, shall
no longer apply provided that such Service Points have not yet been
converted into Service Deductions. If such Service Points have
already been converted into Service Deductions, the Supplier shall
not be entitled to a reimbursement;
6.11.9.3
the Supplier shall revise the Performance Reports to the extent
necessary to correct the previous inaccuracies and incomplete
information and resubmit them to the Authority in accordance with
paragraph 5 of this Schedule; and
6.11.9.4
in the event that, pursuant to paragraph 6.11.9.2, Service Points
incurred by the Supplier no longer apply, Service Points shall be
recalculated for the relevant period based upon the revised
Performance Monitoring Reports submitted to the Authority pursuant
to paragraph 6.11.9.3. The realignment of Service Points shall be
dealt with in accordance with paragraph 6.13.
V
79
6.12
6.13
Inaccurate Reporting
6.12.1
If, at any time the Supplier becomes aware that any Performance Reports
submitted to the Authority were inaccurate or as a result of subsequent
events, have become inaccurate, the Supplier shall notify the Authority as
soon as reasonably practicable.
6.12.2
Any Service Levels and Service Points that relate to such inaccurate
Performance Reports shall be recalculated for the relevant period. The
realignment of Service Points shall be dealt with in accordance with
paragraph 6.13.
Recalculation of Service Points
In the event that, for any reason, the calculation of Service Points that either accrued, or
should have accrued, to the Supplier in a previous month was incorrect:
6.13.1
the Service Points shall be recalculated for the relevant month(s);
6.13.2
the Service Deductions shall be recalculated for the relevant month(s) in
accordance with the provisions of the Framework Agreement; and
6.13.3
if the Service Deductions relating to the relevant month(s) have already
been applied to a quarterly invoice (as detailed in paragraph 12 of the
Framework Agreement) any shortfall or excess due or accruing to the
Supplier shall be paid or reimbursed in the next quarterly invoice.
V
80
INTERFACE MECHANISM PTT AND END USER INTERACTIONS TIMINGS TABLE
APPENDIX 1: INTERFACE MECHANISM
Appendix 1 Interface
Mechanism PTT and End User Interactions Timings Table.docx
APPENDIX 2: PMS TEMPLATE
Appendix 2 PMS
Template.docx
APPENDIX 3: REPORTING REQUIREMENTS
Appendix 3
Reporting Requirements
APPENDIX 4: REPORTING PRO-FORMA
Appendix 4
Reporting Pro-forma
V
81
ANNEX A: ALTERNATE SERVICE LEVEL SPECIFICATION REQUIREMENTS
Option A - Service Hours
[DRAFTING NOTE - THIS IS AN OPTION THAT COULD BE TAKEN BY THE
AUTHORITY AT ANY TIME FROM THE OUTSET OR DURING THE COURSE OF
THE AGREEMENT.
[This option allows the Authority to contract for the Support Hours below from the
Effective Date with an option to revert to the Support Hours in the main body of this
schedule at a later date by serving 3 months prior notice.]
For Support Hours, the hours set out below would apply from the Effective Date, with the
option for the Authority to, at any time, change to the Support Hours referenced in
paragraph 2.11 of this Schedule. In exercising such option the Authority shall provide no less
than three (3) months prior written notice to the Supplier. The Charges associated with
Services provided under this option shall be in accordance with the financial model in
Schedule 7.5 (Financial Model), provided by the Supplier.
Category
Time Period
Applicable Days
Support Hours
07:30 - 19:00
Monday - Friday
(inclusive)
09:00 - 13:00
Saturday
19:00 – 07:30
Monday - Friday
(inclusive)
19:00 Friday – 09:00 Saturday
Weekends
Non Support Hours
13:00 Saturday – 07:30 Monday
07:30 - 19:00
Bank Holidays
Option B - System Response Times, End User Interaction Timings
[DRAFTING NOTE: IF SELECTED, OPTION B WOULD BE SUPPLEMENTED FOR
THE WORDING IN PARAGRAPH 4.2.2.3 FROM THE OUTSET.]
For System Response Times, End User Interaction Timings, paragraph 4.2.2.3 of this
Schedule shall be replaced with the wording below, in order for the measure to be limited to
those elements of infrastructure which are under the control of the Supplier and/or are the
responsibility of the Supplier:
4.2.2.3 Where system components and/or infrastructure are used within the process of
generating a response that are not the responsibility of the Supplier, the time taken for
these processes to complete shall be excluded for the measurement of the End User
Interaction Timings.
Option C - Call Answer Time
V
82
[DRAFTING NOTE - THIS IS AN OPTION THAT COULD BE TAKEN BY THE
AUTHORITY AT ANY TIME FROM THE OUTSET OR DURING THE COURSE OF
THE AGREEMENT.]
For Call Answer Time, the times set out in paragraph 5.5.3 above would apply from the
Effective Date, with the option for the Authority to, at any time, change to the Call Answer
Time referenced in paragraph 5.5.3 of this Schedule. In exercising such option the Authority
shall provide no less than 3 months prior written notice to the Supplier. The Charges
associated with Services provided under this option shall be in accordance with the financial
model in Schedule 7.5 (Financial Model), provided by the Supplier.
For Call Answer Time, paragraph 5.5.3 of the Schedule 2.2 shall be replaced with the
following Service Level:
Call Answer Time:
Call Answer Time
Service Level: Call Answer Time
Measurement Component: all calls that have been Answered
Measurement Period: per day in the month
Service Level thresholds
Associated Service Points
OSL
>= 90 % within 180 seconds
0
CSL
< 90 % within 180 seconds
4.5 per day
V
83