Introduction

Engage Health Systems is committed to delivering reliable, responsive and high-quality support services to all customers.

This document outlines the Service Desk Key Performance Indicators (KPIs) and service level targets used to monitor our performance and ensure consistent service delivery across all supported products and services.

These KPIs are monitored internally and form part of our continual service improvement programme.

1. Service Availability

Our cloud-hosted services are designed with resilience, redundancy and proactive monitoring to maximise availability for our customers.

KPI

Target

Monthly Service Availability

>99.9%

Maximum Monthly Downtime Tolerance

0.05% (approximately 20 minutes per calendar month)

Reporting Frequency

Monthly

Live Service Status

Customers can view the real-time operational status of all Engage Health Systems services via our public status page:

https://status.engagehealth.uk

How We Achieve This

  • Highly resilient cloud infrastructure

  • Continuous Integration / Continuous Deployment (CI/CD) processes to minimise or eliminate downtime during software releases

  • Out of Hours maintenance windows where planned downtime is unavoidable

  • Automated infrastructure monitoring and health checks

  • Proactive alerting and incident detection

  • 24/7 infrastructure monitoring

  • Redundant hosting architecture and failover capability

2. Incident Priority Definitions

Incidents are assessed by our Service Desk and assigned a priority based upon the impact on clinical operations and the urgency of restoration.

Priority

Description

P1 - Critical

Complete loss of service or major business-critical functionality unavailable. Significant operational impact.

P2 - High

Major functionality impaired with no acceptable workaround.

P3 - Medium

Partial loss of functionality or issue affecting individual users where a workaround may exist.

P4 - Low

Minor issues, cosmetic defects, service requests or general enquiries.

3. Incident Response & Resolution Targets

Priority

Initial Response

Target Resolution

Service Target

P1 - Critical

Within 1 hour

Within 4 hours

95% within SLA

P2 - High

Within 2 hours

Within 1 business day

95% within SLA

P3 - Medium

Within 1 business day

Within 5 business days

95% within SLA

P4 - Low

Within 1 business day

Within 10 business days

95% within SLA

Where a resolution cannot be delivered within the stated target due to dependency on a third-party supplier, customer action or an agreed change request, regular progress updates will be provided until the issue is resolved.

4. Planned Maintenance & Scheduled Works

Where planned maintenance is required, Engage Health Systems will work collaboratively with customers to minimise disruption to operational services.

Activity

Service Commitment

Notice Period

Typically a minimum of 2 weeks' notice

Scheduling

Agreed in advance with affected customers

Delivery

Out of Hours wherever practical

Adherence

100% to agreed maintenance schedule

Emergency maintenance may occasionally be required where necessary to protect the integrity, security or availability of the service.

5. Our Service Desk Approach

To consistently achieve our service levels, Engage Health Systems operates a structured Incident Management process incorporating:

  • Dedicated UK-based Service Desk

  • Experienced technical support engineers

  • Structured incident triage and prioritisation

  • Automated ticket routing and escalation

  • Real-time ticket monitoring

  • Proactive customer communications throughout the incident lifecycle

  • Release Notes are published for every software deployment

  • Product notifications delivered via our Support Portal and in-application messaging

  • Root Cause Analysis (RCA) for major incidents where appropriate

  • Trend analysis and continual service improvement reviews


6. Performance Monitoring

Service Desk performance is continually monitored against the KPIs contained within this document.

Performance measures include:

  • Service availability

  • Response times

  • Resolution times

  • SLA compliance

  • Incident volumes

  • Repeat incident trends

  • Planned maintenance performance

These measures enable Engage Health Systems to continually improve service quality and ensure customers receive a reliable, transparent, and responsive support service.

Continuous Service Improvement

Engage Health Systems is committed to continual service improvement through proactive monitoring, customer feedback, regular service reviews, and investment in our technology platform and support services.

Our objective is not only to meet these service levels, but to consistently exceed customer expectations wherever possible.