Checked every minute. This page refreshes itself while it is open.
Loading…
These are the targets we work to. They are not a contractual service level agreement — a pilot service with one provider should not pretend to have twenty-four-hour cover it has not staffed.
| Severity | What it means | We respond within |
|---|---|---|
| Sev 1 | Nobody can record or see care. Rotas, visit records or medication records are unavailable or wrong. | 30 minutes, any hour |
| Sev 2 | A major function is unusable or a whole role is blocked, but care can still be recorded — for example invoicing or reporting is down. | 4 working hours |
| Sev 3 | Something is wrong or awkward and there is a way around it. | 2 working days |
| Sev 4 | A question, a request, or a change you would like. | 5 working days |
Respond means a person has read it and replied with what happens next. It does not mean fixed. For a Sev 1 we will keep you updated at least hourly until it is resolved, whether or not there is progress to report.
Raise it from Help inside the office console — that route records it against your organisation and reaches us with the context already attached. Working hours are 09:00–17:30, Monday to Friday, excluding bank holidays; Sev 1 is answered outside those hours.
If you cannot reach the console at all, that is itself a Sev 1 and the email address on your onboarding pack is the way in.
Uptime is measured from our own probe, which checks each surface every minute. The percentage covers the last 90 days or since monitoring began, whichever is shorter — the date is shown above.