LEVEL 01
General
Inquiry
General questions, information requests and basic website or service-related communication.
MEDISPECA
01 / SERVICE LEVEL AGREEMENT
CLARITY
BUILDS TRUST.
The Medispeca Service Level Agreement defines a clear framework for service expectations, communication, support and continuity across scientific and knowledge-focused interactions.
SERVICE
FRAMEWORK
FRAMEWORK
02 / PURPOSE
SERVICE SHOULD BE UNDERSTANDABLE.
A service relationship works best when expectations are visible. This framework describes the general principles used by Medispeca for communication, service coordination, support and the handling of requests.
03 / SERVICE PRINCIPLES
FOUR ELEMENTS DEFINE THE SERVICE MODEL.
01
Communication
Requests and service-related questions should be communicated through the available Medispeca channels so that information, context and required actions can be identified clearly.
02
Response
Response times may depend on request complexity, required scientific information, external dependencies and the nature of the service involved.
03
Resolution
Where a request requires investigation or coordination, Medispeca may provide clarification, additional information, progress updates or an appropriate next step.
04
Continuity
Service continuity depends on the availability of the relevant systems, resources, information and external services required to complete a request.
04 / SERVICE LEVELS
DIFFERENT REQUESTS REQUIRE DIFFERENT LEVELS OF RESPONSE.
General
LEVEL 02
Scientific
Request
Requests requiring scientific context, resource review or additional information.
LEVEL 03
Complex
Coordination
Requests involving multiple steps, technical review, external information or coordinated responses.
LEVEL 04
Extended
Review
Requests requiring deeper investigation, validation or information from external sources.
RESPONSE IS PART OF THE PROCESS.
A response may include direct information, clarification, a request for additional context, an estimated next step, or an indication that further scientific or technical review is required.
REQUEST
REVIEW
RESPONSE
FOLLOW-UP
05 / RESPONSIBILITIES
GOOD SERVICE DEPENDS ON BOTH SIDES.
Medispeca
Medispeca aims to provide clear communication, relevant information and appropriate follow-up within the scope of the requested service and available resources.
User / Client
Users and clients are expected to provide sufficient, accurate and relevant information when submitting a request so that the matter can be understood and addressed efficiently.
06 / CONTINUITY
SCIENTIFIC WORK REQUIRES CONTEXT.
Some requests may depend on scientific literature, external providers, technical infrastructure, third-party services, data availability or additional validation. In such cases, completion times may vary according to those dependencies.
07 / NOTE
This SLA provides a general service framework. Specific response times, availability commitments, support hours, service credits, maintenance windows or other contractual terms should only be considered applicable where they are expressly agreed in writing. This page should be adapted to the actual Medispeca services, infrastructure and contractual requirements before being used as a formal contractual agreement.