ETC Service Management Arrangements are as described below. Please refer to the Service Updates page if you are experiencing submission issues.
The service is available to clients 24 x 7, excluding planned outages, and maintenance windows.
The support for this service operates between the hours of 8:00 a.m. – 5.00 p.m. Monday through Friday, except for National holidays, and should be accessed via the NWSSP Service Desk in the first instance. Contact details are as follows: -
Email: prescribing.management@wales.nhs.uk
Tel: 02921 500 444
|
Incident Level |
Description |
Response Time |
|
Major |
Incidents resulting in significant clinical or business impact, limiting the client’s ability to operate a normal service |
4 hours |
|
Moderate |
Incidents resulting in some clinical or business impact, limiting the client’s ability to operate a normal service |
16 hours |
|
Minor |
Incidents resulting in minor or negligible business impact |
32 hours |
|
Request Type |
Description |
Response Time |
|
Expedited |
Service Requests that require urgent action |
8 hours |
|
Standard |
Service Requests that require non-urgent action |
40 hours |