Vitalair will perform against the following contractual service level agreements:-

• A new patient must be supplied oxygen within 3 working days. The definition for calculating the 3 days is calculated on the basis that receipt of order is day zero, giving 3 clear days for installation.
• Hospital Discharge may require Vitalair to deliver suitable oxygen provision on the next day. For the order to be fulfilled the next day the order must be received before 5pm Monday to Thursday.
• Where an order is considered an emergency, delivery must be made within 4 hours from receipt of order. This 4 hour target to be honoured 24 hours a day, 7 days a week.
• Where a patient is unable to obtain oxygen from their primary oxygen equipment, i.e their concentrator then Vitalair must respond to such emergencies within 4 hours of notification. This 4 hour target is to be honoured 24 hours a day, 7 days a week. A back up oxygen supply of 8 hours is required in the event of power or machine failure. BOC will provide patients who have concentrators with a large integral head cylinder which meets this criteria.
• Removals will take place within 14 working days. The receipt of the removal request is day zero.
• Servicing of concentrators will take place every 6 months.