Services Description

GPSoC Service Name Remote backup serviceGPSoC Service ID EGRBSFunctionality/Service Overview

An online backup service for customers. Aimed at customers that benefit from a hosted clinical system but still have important files and folders locally that need backing up. Our Remote Backup is a cost effective alternative to tapes as local files and folders are backed up remotely - removing the need to manually backup data to a tape or USB device. All data is stored within the EMIS N3 data centre.

Support Standard Service Performance & Support:

Service Metrics

Severity Level

Initial Response Time & initial diagnosis

Resolution (where remote resolution is possible)

Critical 1 Working Hour 2 Working Hours

High 1 Working Hour 4 Working Hours

Medium

1 Working Hour 8 Working Hours

Low 1 Working Hour 16 Working Hours

Support Arrangements

Service Desk

The Service Desk provides a comprehensive portfolio of services including the Remote Back Up Service, as outlined below. In all cases the Service Desk is the owner of all Incidents reported by the client. Each Incident is given a unique identifier (ECR number) and any actions are recorded real-time into the ECR and stored in the Egton Customer Database (CDB)

Remote Back Up Support

The Service Desk will provide a fully managed solution to safeguard the customer’s data using the Hitachi HCP Anywhere Remote Back Up Solution. This will include configuration of the HCP Client software, daily monitoring of backups and resolution of any backup failures. The Service also includes the restoration of data where it is required.

Our customer’s data is of the upmost importance to Egton. In relation to security, Egton are fully ISO 27001 certified and uses a secure encrypted 256bit SSL connection. All the data is stored in an N3 accredited EMIS data centre at Leeds and other than EMIS/Egton, no other party have access to the data.

Configuration & Monitoring of the Remote Backup Service

The Service desk has configured the Hitachi HCP Anywhere Software to automatically report any failures on a daily basis. Where a failure is reported, the Service Desk will use the provided portal to diagnose and resolve any failures.

Restoration of the data

All requests to have any data restored from the backup should be reported to the Service Desk. Initial diagnosis will be performed by the Service Desk and anticipated Response times will be dependent upon the severity level of the reported Incident.

Incident Management

As part of the service the Customer has their own secure login to Egton’s online ECR Tracker which allows users to have live updates on the progress of an Incident, send feedback messages, and close the Incident should it be resolved via other methods. New Incidents can also be logged via the ECR Tracker.

Incident Tracking

As part of the service all clients have their own secure login to Egton’s online ECR Tracker which allows users to have live updates on the progress of an Incident, send feedback messages, and close the Incident should it be resolved via other methods. New Incidents can also be logged via the ECR Tracker.

Incident Escalation

The Service Desk follows strict guidelines, protocols and procedures to ensure each Incident is dealt with appropriately and efficiently. If you feel for any reason that you have received a less than satisfactory level of service you should bring this to the immediate attention of the Service Desk providing the ECR number of the Incident you wish to escalate.

Egton has defined procedures for dealing with escalated issues and these procedures ensure the appropriate level of feedback and communication is maintained with the Customer. The escalation processes within the Service Desk dovetail with our dedicated Quality Assurance department which is responsible for ensuring continual improvement of services and that all Responses to escalation are dealt with in an appropriate manner.

Incident Closure

All Incidents are rectified remotely where possible. Resolution time is defined as the operational hours starting when the Incident is logged by the Service Desk, and finishing when the Customer has agreed the Incident has been resolved. This communication can be made in one of three forms:

Direct communication via the telephone. Communication through the online ECR Tracker, which will include a

description of the diagnosis, Egton and Customer actions and resolution details.

Email (Support@Egton.net).

The customer may use the ECR Tracker to confirm successful resolution, or re-activate the ECR if the issue persists.

Availability Standard: 95 per cent

Incident Fix Times Standard: Please see above table in Standard Service Performance & Support

Helpdesk Standard: 0700-2200 Monday to Friday 0800-1300 Saturday. Excludes Public

HolidaysDependencies Infrastructure dependencies

Hitachi HCP Anywhere Software and infrastructure (Provided by Egton as part of the service from the EMIS data centre).Service dependencies The customer must provide a folder to contain the data to be backed up.Local Personnel dependencies The customer must provide a folder to contain the data to be backed up.

Pricing Information

Pricing Approach Standard Price (£’s)£275.00

Unit Price (£’s);£275.00

Per practice

Per annumWhere alternative prices are available for variant levels of service, these must be elaborated below. These variant services must be consistent with those identified within Annex A of Schedule 4.1 (Supplier Solution).Description of Variant Service (as elaborated in Annex A of Schedule 4.1 (Supplier Solution)

Price of Variant Service

Service Variant description 1:

Not Applicable

Unit Price (£’s);

Unit of charge (e.g per practice, per device, per patient etc);

Time period (e.g.one-off charge, per month, per quarter ,per annum etc.)

Service Variant description 2: Unit Price (£’s);

Unit of charge (e.g per practice, per device, per patient etc);

Time period (e.g.one-off charge, per month, per quarter ,per annum etc.)

Service Variant description 3:

Not Applicable

Unit Price (£’s);

Unit of charge (e.g per practice, per device, per patient etc);

Time period (e.g.one-off charge, per month, per quarter, per annum etc.)

Integrations with Principal Where there is a current or proposed integration with a Principal

Clinical System Providers Clinical System Provider, details should be provided of any price differences that apply for:

Compliant / non-compliant Lot 1 integrations or variations; and

Price Variations that are dependent on the identity of the Principal Clinical System Provider

Not Applicable

Invoicing Terms Invoice frequency (e.g. monthly, quarterly, annually)

Quarterly in arrearsInvoice delivery period (e.g. 5 working days after end on month; 15th of month following service period etc.)

In arrears

Other invoicing terms:

Not Applicable

Payment Terms Due date for payment (e.g. 30 days after receipt of invoice)30 days after invoiceDetails of any early payment discountsNot ApplicableAny other payment terms

Not ApplicableDiscounts Details of any volume discounts, including details of the volume

bands and the discounted price applying to each discount band

Details of any multiple service discounts, including the service combinations that qualify for a discount and the discounted prices applying to each combination

Not ApplicableDetails of other available discounts. e.g.to different customer types(e.g. large/small; new/existing), by geographical area, by sector

Not ApplicableDependencies Detail all dependencies on 3rd parties (e.g. Call Off Ordering Party,

Practice, other supplier) relating to the provision of the product or serviceInfrastructure dependenciesHitachi HCP Anywhere Software and infrastructure (Provided by Egton as part of the service from the EMIS data centre).Service dependencies The customer must provide a folder to contain the data to be backed up.Local Personnel dependencies The customer must provide a folder to contain the data to be backed up.

Related Products or Services Where multiple products and services are offered that have some

form of interdependency e.g. one product or service needs to be first in place before this one can be provided or vice-versa then this should be identified here;Related products or services that can be provided at a lower price consequent to this product or service being in placeNot Applicable

Related products or services that need to be in place to enable this Product or Service or to allow this Product or Service to be delivered more efficiently

Not ApplicableResource Based Pricing Where charges contain an element of charging for staff time (e.g.

training, consultancy services or bespoke activity) then such charges should be referenced to the SFIA day rates contained within the supplier details section of the catalogue together with any non-staff components contained within the charge (e.g. training materials, room hire etc.)

Other pricing information Deployment arrangements: costs, duration and activities associated with the deployment of this product or service

Not ApplicableOther

For customers that are currently receiving the service provided by this Catalogue Item then EMIS will offer the service at their current annual charges where these are less than the Guaranteed Maximum.

By mutual agreement between the customer and the supplier, to aid the transition of existing services and the administrative convenience for new orders, this product or service can be invoiced and paid either annually or quarterly in advance by inserting a special term in the Order.