DrDoctor Service Level Agreement

Last update: 14 October 2021

Purpose

This document sets out the Service Levels applicable to DrDoctor Services and promised to our Customers.

Definitions

Customer means the physical or legal person who purchases the DrDoctor Services as detailed in the relevant agreements or purchase
orders;

Initial Logging Time means the time at which the Customer reports a Service Failure to DrDoctor in accordance with the Technical Incident Response Time Schedule;

Remote Diagnosis Time means the elapsed time between the Initial Logging Time and the time at which DrDoctor either (i) recommends a
rectification action or (ii) confirms that it is unable to diagnose the Service Failure and/or recommend a rectification action remotely;

Response Time means the elapsed time between the Initial Logging Time and the time at which DrDoctor provides a unique job reference
number to the Customer;

Service Failure means an unplanned failure and interruption to the provision of the Services, reduction in the quality of the provision of the
Services or event which could affect the provision of the Services in the future;

Technical Support Hours means 24-hour support for Level 1 incidents, otherwise 09:00 to 17:00 (UK time), Monday to Friday;

User Support Hours means 09:00 to 17:00 (UK time), Monday to Friday. 24-hour support can be provided for an additional fee if required.

Technical Incident Response Time Schedule 

 

User Support Desk Contact and Hours

 

Support outside these hours is available through escalation contacts. The time at which a ticket is created on the support system will be the Initial Logging Time.

 

Escalation 

 

DrDoctor aims to provide the highest level of customer service to users, ensuring that all issues are progressed and resolved in the most effective way possible, while at the same time making all efforts to minimise the disruption caused to the end user.

 

Where a Customer is unhappy with the progress of an outstanding incident/request, or feels the level of service received was not of a high standard, the incident can be escalated within DrDoctor.

 

The Customer can escalate incidents by phoning DrDoctor on 0330 3211 206, quoting the reference number (or where not known the details and the date and nature of incident reported) and request to speak to the relevant manager.

 

During project setup DrDoctor will provide named individuals along with their mobile numbers and email addresses that can be used in emergencies.

 

Uptime

DrDoctor will use commercially reasonable efforts to make the DrDoctor Services available with an aggregate Monthly Uptime Percentage of at least 99.5% during any monthly cycle. This includes:

• The DrDoctor management portal
  
• The patient facing websites
  
• Our SMS, email and video services
  
• Any other APIs or data endpoints

Monthly Uptime Percentage is calculated by subtracting from 100% the percentage of minutes during the month in which DrDoctor was unavailable. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any DrDoctor SLA Exclusions (see below).

Exclusions

The service commitment does not apply to any unavailability, suspension or termination of the DrDoctor Service, or any other DrDoctor Service performance issues:

• Caused by factors outside of our reasonable control, including any force majeure event, internet access, or problems beyond the demarcation point of the DrDoctor network;
  
• That result from any actions or inactions of the Customer or any third party;
  
• That result from the equipment, software or other technology of the Customer or any third party (other than third party equipment within our direct control);
  
• That result from failures of DrDoctor Services not attributable to unavailability; or
  
• That result from any maintenance;
  
• That result from a suspension of account, suspension of access to the Services or other remedial action.