ETC Service Management

ETC Service Management Arrangements are as described below. Please refer to the Service Updates page if you are experiencing submission issues.

 

Service Hours

The service is available to clients 24 x 7, excluding planned outages, and maintenance windows.

 

Support Hours

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: -


Emailprescribing.management@wales.nhs.uk
Tel: 029 2090 4030

 

Incidents

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

Service Requests

Request

Type

Description

Response Time

Expedited

Service Requests that require urgent action

8 hours

Standard

Service Requests that require non-urgent action

40 hours