Application support and service level agreements (SLAs)
This page outlines the support and service level agreements (SLAs) provided as part of large organisation deployments regarding issues with the Concentric application itself.
The SLAs and support arrangements described below are used unless the contract states otherwise.
Covered elsewhere:
System availability
We aim for 99.9% uptime, which equals less than 8 hours and 45 minutes of downtime per year.
We perform near-zero downtime deployments, and therefore you should not expect to hear from us regarding scheduled maintenance downtime except on the rare occasions that a near-zero downtime deployment is not possible.
Any downtime is documented in real-time at https://concentric.statuspage.io/. Deploying organisations should ensure that any individuals or group mailboxes that require automated email alerting regarding Concentric issues are subscribed to updates via that page.
Integration monitoring
As part of the integration process, a process will be agreed upon regarding alerting the relevant individuals/groups of issues visible to the Concentric application (for example, if there is an issue with connectivity to the Cloud connector within the network).
The deploying organisation’s integration team should write a support document following integration work, outlining the internal technical architecture. This is used to support internal teams to rectify any issues that arise that are outside of Concentric’s control.
Issue resolution
Where there is an issue with the Concentric application or an integration issue that is within our control, the following issue resolution time targets (working hours) are used:
| Priority | Description | Resolution time |
|---|---|---|
| 1 | System is down | 2 hours |
| 2 | Critical path blocked | 8 hours |
| 3 | Major functionality issue | 48 hours |
| 4 | Significant, non-blocking bug | Next planned release |
| 5 | Minor bug or feature request | Product backlog |
Priority examples:
- 2 - Can’t create a consent episode
- 3 - Unable to complete a Consent Form 4
Organisations can contact us at support@concentric.health to inform us of an issue. Priority will be assigned by the Concentric team and communicated to the individual reporting the problem.