Severity guidelines and their associated SLA’s

Definition

A service failure, which has the potential to:

• total outage/inaccessibility of Wayfinder Service (NHS App down/aggregator not displaying any appointments)
• have a significant adverse impact on the provision of the service to all or a large number of end users; or
• have a significant adverse impact on the delivery of patient care to a large number of patients; or
• cause significant financial loss and/or disruption to the NHS, an NHS England service recipient or an NHS England party; or
• result in any material loss or corruption of NHS data 

Definition

A service failure which has the potential to:

• have a significant adverse impact on the provision of the service to a small or moderate number of end users; or
• have a moderate adverse impact on the delivery of patient care to a significant number of end users (high or significant risk confirmed by clinical team); or
• have a significant adverse impact on the delivery of patient care to a small (i.e. one or more) or moderate number of patients (High or significant risk confirmed by clinical team); or
• have a moderate adverse impact on the delivery of patient care to a high number of patients; or
• cause a financial loss and/or disruption to the NHS, an NHS England service recipient or an NHS England party which is more than trivial but less severe than the significant financial loss described in the definition of a severity 1 service failure
• lead/result in the provision of incorrect NHS data to end user
• 1 PEP full outage including ability to view appointments as this is a core Wayfinder functionality (if other functionality is affected but appointments are still viewable via the aggregator screen this would be a P3 unless further risks are associated)
• entire section of Phase 2 functionality down for example notifications and messaging or documents  and questionnaires for all PEPs
• high risk security or clinical issue
• a significantly impacting performance degradation/ intermittent issues affecting aggregator

Definition

A service failure which has the potential to: 

• have a moderate adverse impact on the provision of the service to a moderate number of end users; or
• have a minor adverse impact on the provision of the service to a large number of End Users
• significant functionality issues for subsets of the user base (following O/S updates – potential to become P2).
• significant performance issues for all users on non-core functionality
• significant performance issues on core functionality for multiple users (but not all)
• minor security issues

Definition

A service failure which has the potential to:

• have a minor adverse impact on the provision of the service to a very small (i.e. one or more) number of users
• have a significant adverse impact on the provision of the service to one user, for example
• service unavailable for one user
• performance issues for a very small number of users on non-core functionality
• significant performance issues for one user on core functionality

Definition

A service failure affecting only the presentation of the service that does not undermine the end user's confidence in the information being displayed or the ability to use key functionality of the service

For example:

• minor functional issues
• cosmetic issues
• glitches that do not prevent use of the service