The standards to which the supplier must deliver the GPSoC Services is detailed in the GPSoC Service Level and Performance Monitoring Specification (PDF 362Kb).

The supplier's performance is measured in each of the following categories:

• Availability of the GPSoC Services
• GPSoC Service Response Times
• Helpdesk Support
• Resolution and Management of Service Failures (Incidents)
• Resolution and Management of Problems

These measures are described more simply in the GPSoC Service Level Summary (Word 235Kb).

Suppliers deliver GPSoC Services in three hosting different scenarios, these are:

• Local Server Based – GPSoC Services are hosted via an application server based at the practice or an associated branch practice
• Hosted Not to NHS CFH Standards – GPSoC Services are hosted from a data centre which has not met the minimum standard set by NHS CFH (most typically this would he a historic supplier managed data centre)
• Hosted to NHS CFH Standards – GPSoC Services are hosted from a data centre which has met the minimum standard set by NHS CFH

The standards to be achieved by the supplier are set dependent upon by which hosting scenario the practice receive GPSoC Services. The GPSoC Service Credit Mechanism allows for financial deductions to be applied to poor performance of services hosted NHS CFH standards only (the last of these three scenarios).

The links below provide guidance and further detail on:

• Supplier Performance Reporting
• Live Service Processes and Guidance
• Contacts