Service Level Agreement

Service Level Agreement

PracticePal offers all customers a standard comprehensive maintenance and support package, included in the monthly rental fee.

Service levels

The PracticePal service will be available 99% of the time, (1% downtime is for upgrades done out of regular working hours).
PracticePal support is available Monday to Friday 9am to 5pm excluding public holidays.
The PracticePal Support team will respond to critical support issues that affect multiple users (more than 10) within 30 minutes and endeavour to resolve the problem within 4 hours.
The PracticePal Support team will respond to critical support issues that affect individual users within 1 hour and endeavour to resolve the problem within 8 hours.
The PracticePal Support team will respond to non-critical inquiries within 4 hours and endeavour to deliver an answer within 2 working days. A non-critical inquiry is defined as a request for information that has no impact on the service quality if not answered or acted upon promptly.
All maintenance work and upgrades as part of planned outages will take place outside business hours. Planned outages will be notified to you whenever possible on 2 days prior notice by e-mail unless otherwise agreed.

Escalation process

If customers fail to receive the expected level of service from the support staff, they can email info@PracticePal.co.uk and our management staff will try to resolve the issue.

Service availability

PracticePal application availability is calculated at the end of each calendar month in accordance with the following formula:

A = (X – Y) / (X – planned outages) X 100 Where:
A represents the Availability of the Service as a percentage.

Y is the minutes of downtime in 1 calendar month.

X is the total minutes in 1 calendar month (calculated from 12:01 on the 1st of the month to 12:00 on the last day of the month).

If availability falls below 99% refunds will be as follows:

Monthly Availability Refund of monthly rental fee
97.00 – 98.99% 2%
95.00 – 96.99% 5%
90.00 – 94.99% 10%
Under 90% 15%

The availability measurements are available upon request to all customers via email.