generated: '2026-09-02'
method: searched
source: https://www.applytosupply.digitalmarketplace.service.gov.uk/g-cloud/services/544327769943197
versioning:
  scheme: unknown
  current: null
  docs: null
  note: >-
    No API versioning policy is published. The company documents software configuration
    and change management at the organisational level (ISO 27001-aligned, reviewed
    deployments, architectural review group) but says nothing about how the platform API
    is versioned or how a breaking change reaches an integrator.
deprecation:
  policy_url: null
  sunset_header: unknown
  note: no deprecation policy, no RFC 8594 Sunset/Deprecation header commitment found
status_page: null
status_page_note: >-
  There is deliberately no public status page, and the company says so itself. G-Cloud
  14, "Outage reporting": "Private alarm dashboards inside cloud provider console, alerts
  delivered to engineering teams via corporate messaging system." status.bigpicturemedical.com
  does not resolve (NXDOMAIN). Customers learn about incidents through the helpdesk and
  major-incident email reports, not a public page. Recorded as a documented absence — NO
  StatusPage pointer is emitted.
sla:
  url: https://assets.applytosupply.digitalmarketplace.service.gov.uk/g-cloud-14/documents/722391/544327769943197-service-definition-document-2024-05-02-0927.pdf
  uptime_target: '99.6%'
  uptime_target_conflict: >-
    The two provider-published documents disagree. The G-Cloud 14 listing field
    "Guaranteed availability" reads "Our system provides 99.6% availability." The
    service-definition PDF attached to the same listing reads "Existing SLAs are 99.8%
    uptime". Both are recorded; neither is chosen for the other.
  uptime_target_alternate: '99.8%'
  resilience: >-
    "All production services utilise cloud-provider multi-AZ configuration, multiple
    application containers with automated health detection and failover, and automated
    backups." Hosting is AWS per the service-definition PDF; data storage and processing
    location is the United Kingdom per the G-Cloud listing.
support:
  channels:
  - email
  - online ticketing / service desk
  - Slack instant messaging (per the service-definition PDF)
  phone_support: false
  web_chat: false
  onsite_support: true
  response_times:
  - priority: P1
    definition: Production system down / total outage, or a production issue creating clinical risk
    ack: 4 help desk hours
    updates: every business day until resolved
  - priority: P2
    definition: Major feature or function failure blocking a key business operation
    ack: 6 help desk hours
    updates: every business day until resolved
  - priority: P3
    definition: Core business unaffected; efficiency of one or more users degraded
    ack: 2 business days
    updates: weekly
  - priority: P4
    definition: Little or no impact; minimal productivity loss, or an enhancement request
    ack: 2 business days
  - priority: P5
    definition: Background or planned task, addressed when time permits or on the planned date
    ack: none stated
  tiers: >-
    Four-tier model. Tier 1 is the customer's own IT team and Tier 2 the customer's
    application support team; only Tier 3 (BPM Support) and Tier 4 (BPM Engineering) are
    Big Picture Medical. Third-party support is available.
  audit_access: "Users contact the support team to get audit information; user, supplier and
    system audit data retained at least 12 months."
change_log: null
change_log_note: >-
  No dated changelog, release-notes feed or blog is published. /blog and /news both 404 on
  www.bigpicturemedical.com and no RSS/Atom feed is linked from any page. No ChangeLog
  pointer is emitted.
deprecated_operations: []
maintenance:
  windows: agreed per customer
  constraints: >-
    "Support is limited to none End of Life Operating Systems. The cover for hardware
    configurations is determined per customer."
end_of_contract:
  data_extraction: >-
    Data persisted by the HDF is held in openEHR. Conversion to another format on exit is
    described as a core service function of the HDF; other platform data sits in a
    conventional database exportable to CSV and JSON.
  export_formats: [openEHR, FHIR, CSV, JSON, ODF]
  process: >-
    Notification, backup, secure transfer or deletion at the customer's election, account
    closure and access revocation, final billing, then documented confirmation retained
    for audit.
evidence:
- url: https://www.applytosupply.digitalmarketplace.service.gov.uk/g-cloud/services/544327769943197
  status: 200
- url: https://assets.applytosupply.digitalmarketplace.service.gov.uk/g-cloud-14/documents/722391/544327769943197-service-definition-document-2024-05-02-0927.pdf
  status: 200
- url: https://www.bigpicturemedical.com/status
  status: 404
- url: https://www.bigpicturemedical.com/blog
  status: 404