Service hours

Support of PCS facilities

Monday to Friday: 8am to 5pm

Service availability

Availability of PCS facilities        

21 hours a day, 7 days a week; 95% per month

Scheduled outage limits

No more than 2 scheduled outage per month

Reliability

Unscheduled outage limits

No more than 2 unscheduled outages between 5:00am and 2am in any one calendar month

Report on recovery from each unscheduled outage

100% within 1 working day of resolution

Submission of new appeals, LPA Questionnaires, Comments or Representations (based on access via broadband)

Submission without attachments

95% per month in less than 10 seconds

Submission with attachments

95% per month in less than 10 seconds, plus extra 4 seconds per additional megabyte or part megabyte of attachments

Case Search (based on access via broadband)

Using a single search criteria

95% per month in less than 10 seconds

Using multiple search criteria

95% per month in less than 10 seconds

Incident resolution

Severity 1 (Critical)

95% per month within 4 working hours

Severity 2 (High)

95% per month within 6 working hours

Severity 3 (Medium)

95% per month within 1 working day

Severity 4 (Low)

95% per month within period agreed by user

Service Reporting and Review

Monthly report of performance against service targets

100%

Monthly review meeting

100%