SLA Details

This information is current as of 25/08/2022 and is subject to change at any time.

Cloud Services

The Prompt System provides Cloud Services by hosting the Prompt System for the Customer on a 24 X 7 timeframe, all day, every day Monday to Sunday.

Availability

The Prompt System ensures that the Cloud Services meet the Uptime Percentage Target during the Standard Usage Hours every month. The Uptime Percentage Target is 99.90%. Service availability is measured from the point of entry/exit at the provider firewall.

System security

The Prompt System undertakes vulnerability scans and penetration testing of the organisations boundary firewalls and externally-facing system at least annually by independent specialists.
The Prompt System includes the functionality and capability to integrate with and utilise an industry wide standard authentication processes, for example to:

a) Authenticate users and credentials
b) Establish and disable user accounts
c) Manage membership of user groups
d) Enable role based privileges to be provisioned.

The Prompt System uses all reasonable efforts to achieve the following Principle Target performance levels, and must achieve the following Minimum Target performance levels, for both RTO and RPO.

Recovery Time Objectives (RTO) and Recovering Point Objectives (RPO)

Below is RTO/RPO matrix for all the services being used for storing consistent data for the Prompt System.

AWS ServiceRetention PeriodRPORTO
S3 Documents/BucketUnlimitedLast update for individual objects.
Up to 24 Hours for whole bucket restore
Minutes to hours depending on number of objects restored
Aurora Database30 DaysLast minute up to 30 Days1-3 hours depending on the size of database
DynamoDB Tables35 DaysLast minute up to 35 Days10 minutes to 1 hour depending on the size of the table

System Backup

The Prompt System ensures that the Cloud Services include off-site backups from where the files, servers, and/or the entire Service can be restored.

The Prompt System has a system back up success rate of 99% across all backup Services.

The Prompt System ensures will attempt to ensure that the following backup of data is maintained:

(a) Database backups: 15-minute transaction logs and hourly increments. Retention is transactions logs and hourlies for a day, and 30 days of increments; and
(b) infrastructure backups and retention:
(i) Hourly Snapshots for 48 hours;
(ii) Daily Consolidated backups for 30 days;
(iii) Weekly consolidated backups for 5 weeks;
(iv) Monthly backups for 12 months; and
(v) Yearly backups for 7 years.

Service Desk Severity Rankings and Response Times

Security Breach 
Any indication of a security breach is to be treated as a P1 Incident.

SeverityLow
Single User or Small Group
Medium
Department or Large Group
High
Entire Business
Low
(Irritation rather than stoppage)
P4P3P3
Medium
(Business Degraded, Reasonable Workaround)
P3P2P2
High
(Major Business Process Stopped)
P2P1P1

The Priorities are as defined in the following table.

Priority LevelImpact of Incident
P1 EmergencyThe Customer is unable to use or access the System. Incidents identified as potentially resulting in a clinical risk or which prevent clinical treatment at any Customer site and / or has the potential for data loss are automatically assigned this Priority Level.
P2 Quick ResponseAn Incident where the Customer’s personnel are able to perform their work, possibly using a work around, but there is a significant adverse impact on the System workflow or a significant loss of productivity.
P3 Normal ResponseAn Incident where the Customer’s personnel are able to perform their work and the Incident has a moderate adverse impact on the System workflow. A Priority Level 3 Incident affects a small amount of users or an isolated workflow component.
P4 Low PriorityAn Incident that has a minor or no adverse impact on a System workflow or is a planned change in configuration. This includes minor imperfections and known limitations in the software requiring configuration management through change control processes. This Priority Level includes questions and assistance provided to systems administrators in the general management of the System.

Time to Answer

The following definitions apply:
a) Response Time is defined as the time from when a report of an incident or issue is made to when a ticket or other trackable acknowledgement is issued by the Prompt to the Customer.
b) Restoration Time is defined as the time taken from first report of an incident, problem or request until the affected service is restored to a functional operating state (whether by use of a full (permanent) fix, or a temporary fix) and Restoration means the return of the affected service to functional operating state.
c) Resolution Time is defined as the time taken from first report of an incident, problem or request until the affected service is restored to full normal pre-incident operating condition. In the case of a hardware fault, by way of example only, Resolution Time is the time elapsed from the first report of a fault until replacement hardware has been installed, patched, configured and normal services have been restored at the relevant site.

Service Levels

The incident Service Levels, based on Priority, are defined in the table below and outlined here: https://aws.amazon.com/compute/sla/

1. The Prompt System notifies the Customer as soon as practicable when the system is restored.
2. Restoration Time includes all time required to backup or recover a database (if required for restoration of the System).

Problem
Severity
Initial Response TimeEscalationTime to ResolutionPeriod
P1 Emergency1 hour
1 hour4 hours24hrs every day ( 7days each week)

P2 Quick Response

2 hour
4 hour9 hoursBusiness Days 8am – 5pm
P3 Normal Response
8 hours8 hours3 daysBusiness Days 8am – 5pm
P4 Low Priority
2 days2 days30 daysBusiness Days 8am – 5pm

P5 Scheduled Work

N/AN/AN/AN/A

Support Services and Times
The Support Services includes the following:

a) telephone support in the form of consultations, assistance and advice in relation to the System;
b) diagnosis of problems and support of the System;
c) supply and installation of Updates of the Prompt System;
d) changes required to minimise or remedy defects in the System;
e) changes to the System that are required to maintain the operability of the System in accordance with its specifications and System Documentation after the implementation of New Releases or Updates of the System;
f) optimising the System as required to ensure efficient operation of the System;
g) any work necessary to ensure all code associated with the current release of the System under support and future support releases are configured and reproducible as deployed in production;
h) maintain up to date anti-virus functionality covering all servers up to the operating system level;
i) manage System administration access;
j) manage the security of the Services and System

Product Lifecycle

The Prompt System, on an ongoing basis, provides the Prompt Administrator(s) with an upcoming schedule of proposed Updates and New Releases planned for the Prompt System. The schedule details for each Update or New Release:
a. its nature;
b. the additional functionality that will be provided with it;
c. any functionality that will be changed or removed by it; and
d. its expected date of release.