Purpose

This document is an agreement between the Minfos database team and the customer, outlining what constitutes acceptable database support service, in quantifiable and measurable terms.

The intent of this service agreement is to ensure that proper understanding and commitments are in place for effective database support, measurement of that support, and resource planning in the provision of database services. This document details the database service objectives, how those objectives will be measured, and the schedule of distribution for the measurements.

In scope

The service includes database support for Minfos software products, and limited database support for the information technology infrastructure of the customer.

All Minfos customer sites that we have recorded in our service management system are covered by this service level agreement.

Out of scope

The service will not include database support for:

• Requests from personnel who are not on the list of authorised employees provided by the customer
• Pharmacy IT infrastructure—for example, networks, devices, servers, workstations, operating systems, and third-party applications that are not specific to Minfos
• Incidents or requests from pharmacies or individuals not listed in our service management system
  
  

Overview

The sections in this document detail how the service is to be measured and evaluated, as agreed by both parties. These sections are:

• Participants, which lists all the stakeholders involved in the acceptance and maintenance of this agreement, and it defines their roles and responsibilities
• Service objectives and measurements, which details the agreed service levels, including how they are measured
• Additional Considerations, which lists the Minfos signatories to this agreement, and provides a glossary of terms

Participants

The key participants in the process of negotiating and managing the Minfos Database Service Level Agreement are:

• The Head of Minfos
• The Minfos Customer Service Desk Manager
• The Minfos Database Team Lead
• Minfos Customer Database Analysts
• The Customer

Contacts

Responsibilities

Service objectives and measurements

Database services are provided by the Minfos database team. This Minfos department is committed to delivering quality customer service to ensure the best possible database service to our customers.

Service management reports will be provided monthly to determine whether the service level objectives are meeting defined service level commitments between the database team and the customer. We regularly review these reports, which we believe reinforces our commitment to provide optimal service, based on the service objectives defined in this section.

Service objectives

Service hours

 All database calls are logged and managed by the Minfos database team during our standard support hours.

Service request methods

Minfos database requests can be requested using one of the following four methods.

Minfos Help Centre

This is the preferred contact method, and is available to all customers. Each pharmacy is provided with a log in to the Minfos Help Centre. They can submit a help ticket after logging in. 

Telephone

Customers may contact Minfos by phone at any time, on the hotline: 1300 887 418.

• During standard database hours, calls are answered by the Minfos support team
• Calls received outside of the Minfos database business hours are answered by a third-party call centre. These calls are logged in the Minfos Help Centre, for visibility and measurability and to be actioned by the Minfos database team on the next available business day.

Email                                                                     

Customers and external suppliers may communicate with the database team by sending an email to [email protected].

Communication received in this mailbox from our Minfos customers will be logged in the Minfos Help Centre, for visibility and measurability.

Service availability

For the provision of the service covered by this Service Level Agreement, availability is determined by the amount of the time the method of the service is available to users.

During working hours, the Minfos database team will seek to achieve 100 per cent availability across all service request methods combined, so the customer can report an incident or request service through any of the available methods.

The estimated individual availability of each request method is shown in the following table.

Database reliability

As part of the quality of service, the Minfos database team has designed the service to be resilient and reliable.

Scheduled processing

All database requests made by customers will be managed according to the business rules of the Minfos Database team.

The customer can request service or report an incident by the four methods listed in Service request methods.

The Minfos database team may respond to an enquiry by any of the above methods, depending on the requirements of the customer.

Service performance    

The target resolution time for each incident or service request depends on its priority. The agreed targets are as follows:

Priority 3: Moderate

• Product inclusions for Multi-store
• MNPN requests from integrated parties (Dose-Aid, DD Books)
• Retail Pricing files for selected brands

Priority 4: Low

• Product inclusions and MNPN assignment from pharmacies

Priority 6: Ongoing

• Product Merges (available monthly)
• API Wholesaler Update (available monthly).
• Sigma Wholesaler Update (available monthly).
• Symbion Wholesaler Update (available weekly).
• Dispense Updates (available monthly)

Priority 7: Weekly

• File testing
• Maintenance of existing Minfos supplier files, see “Current supplier list maintained by Minfos Master Database”
• Wholesale Files for selected brands
• Head office MNPN update requests for selected brands
• Promotion files for selected brands
• Prescription Pricing files for selected brands

New file maintenance

Direct supplier files will be tested and provided to pharmacies periodically. Prerequisites for supplier file acceptance are:

• Supplying the file with the correct information to be supplied to pharmacies
• Following the correct formatting as required for file provision

New suppliers will be supplied with:

• An introductory letter and explanatory details and requirements
• A sample template and file composition
• A testing phase timeline and expectations

Service objective ratings

All logged issues and database requests will be managed within our Service Level Agreements. We anticipate meeting more than 90 per cent of our service objectives.

Measurement reporting

Monthly reports will be generated from the Minfos Help Centre to help us monitor the level of service against our targets, and will include:

• Database team analyst work breakdown
• Periodic reporting covering particular Service Level Agreements

These reports will compare details of performance with all Service Level Agreement targets, and include details of any trends or specific actions taken to improve service quality.

Reports may be pared down to the component level, especially if a target is reported as breached. The Customer Service Desk Manager will distribute all reports to the Head of Minfos and Database Team Lead for review.

Additional considerations

This section provides important database information that is external from this agreement.

Signatories

The following people have reviewed and approved this document, and agree that it will be used as the formal Service Level Agreement for the provision of the Minfos database service.      
               

Glossary of terms

Current supplier list maintained by Minfos Master Database

This list is available here.