ophthalmic payments national user group meeting 21 st february 2013 service report mark hillman...
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Ophthalmic PaymentsNational User Group Meeting21st February 2013
Service ReportMark Hillman
Service Delivery Manager
Covering:
• Service Level Agreement (SLA) targets• SLA achievement
SLA TargetsPriority Maximum Response
TargetMaximum Resolution Target Examples
1 30 minutes 1 day Unavailability of the entire system, a key module or major function, causing significant business impact.
2 1 hour 1 day Unavailability of the entire system, a key module or major function, causing limited business impact.
3 2 hours 5 days Problems causing inconvenience, minor disruption or restricting performance.
4 4 hours As agreed Non urgent problems causing slight irritation but where workarounds are available; cosmetic or general enquiries for information.
98% of reported support calls to be responded to within target90% of reported support calls to be resolved within the target
SLA achievement statistics
2012/13 Sept Oct Nov Dec Jan
No. Calls 35 42 25 23 18
Response % - (98% target) 100 97.62 96 100 100
Resolution % - (90% target) 97.14 88.10 72 100 94.44
Availability (%) 100 100 100 100 100
Contact details
Mark HillmanService Delivery ManagerSystems and Service Delivery directorateNHS Connecting for Health01527 58240807747 [email protected]://www.connectingforhealth.nhs.uk