This Agreement represents a Quality Agreement for the provision of Advoco Consultancy services to all our customers. Our goal is to ensure we provide you with the very best service in every aspect of our work with you.
2. Aim & Objectives
The aim of this Agreement is to set out the level of quality you can expect to receive.
The objectives of this Agreement are to:
Present a clear, helpbuy cialis concise and measurable description of service provision to the customer.
Match perceptions of expected service provision with actual service support & delivery.
3. Pre-service agreement
When you commission our services we want you to be confident that we can deliver the required services to the highest standards of practice. We will clearly establish your needs so that we can set out the specific service to be provided. Only when this is agreed to your satisfaction will we proceed.
4. Ongoing Review
We will keep in contact with you during the service period and continually review the service provided to ensure that it is meeting or exceeding your requirements.
5. Service Agreement
The following service parameters are the responsibility of Advoco Consultancy Services in the ongoing support of this Agreement:
5.1. Service Scope
The following Services are covered by this Agreement;
Nursing Assessment Service
Psychometric Assessment Services
Consultancy and Training Support Services
5.2. Customer Responsibilities / Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
Payment for all support costs at the agreed interval.
Reasonable availability of customer representative(s) to respond to a service related enquiry.
5.3. Service Provider Responsibilities / Requirements
Advoco Consultancy Services responsibilities and/or requirements in support of this Agreement include:
Establishing customer requirements in advance of services provided.
Providing appropriate updates to the customer as work is in progress.
Meeting delivery dates in respect of services provided.
Ensuring all advice provided is based on best-practice guidance.
Any changes to services provided will be agreed, communicated and documented with the customer.
6. Service Management
Advoco Consultancy Services are committed to maintaining consistent service levels to the highest standard. The following service parameters provide relevant details on service availability, and related components:
6.1. Service Availability
The service(s) covered in this Agreement are available as follows:
Telephone support will be available 9:00 A.M. to 5:00 P.M. Monday – Friday.
Calls received out of office hours will be answered where possible or a message can be left and best efforts will be made to answer / action the call at the earliest opportunity.
Emails will be monitored 9:00 A.M. to 5:00 P.M. Monday – Friday.
Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.
Onsite assistance guaranteed within 72 hours during the business week.
6.2. Service Requests
In support of services outlined in this Agreement, Advoco Consultancy Services will respond to service related requests submitted by the Customer within the following time frames:
0-8 hours (during business hours) for issues classified as High priority.
Within 48 hours for issues classified as Medium to Low priority.
6.3. Service Delivery
All services will be delivered in accordance with professional registration requirements and any relevant Codes of Conduct.
6.4. Confidentiality and Information Governance
All services provided to customers by Advoco Consultancy Services will be strictly private and confidential. We will never divulge any information about our customers to a third party without your prior consent. All data will only be used for the purpose of which it was collected and will be securely stored and disposed of when no longer required.
6.5. Professional Indemnity
All services provided will be covered by relevant Professional Indemnity Insurance.
6.6 Customer Feedback
We will actively encourage and promote feedback from customers and include examples on our website to illustrate the range of services provided and levels of customer satisfaction.