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Email or online ticketing support
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Yes, at extra cost
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Support response times
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Standard business hours are 08:00 to 17:00 working weekdays UK time zone. Extended support at additional cost, 24 hours per day for 7 days of the week, support hours beyond the standard Business Hours. 4 priority levels for support incidents with a service level objective for acknowledgement time and resolution time (excludes hardware failure, replacement, and any dependencies on third parties). Critical (P1) ≤15 minutes acknowledgement, and ≤4 hours resolution. High (P2) ≤30 minutes acknowledgement, ≤8 hours resolution. Medium (P3) ≤8 hours acknowledgement, ≤2 business days resolution. Low (P4) incident ≤24 hours acknowledgement, =5 Business Days resolution.
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User can manage status and priority of support tickets
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Yes
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Online ticketing support accessibility
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WCAG 2.2 AA
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Phone support
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Yes
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Phone support availability
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24 hours, 7 days a week
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Web chat support
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Yes, at an extra cost
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Web chat support availability
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24 hours, 7 days a week
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Web chat support accessibility standard
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WCAG 2.2 AA
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Web chat accessibility testing
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DXC Technology is committed to delivering inclusive digital experiences across all service channels, including web chat and help desk tools. Our current solutions, such as UPtime and EVA, are designed with usability and multilingual support in mind. While formal WCAG 2.2 audits and VPAT documentation for these tools are in progress, DXC aligns with industry best practices and accessibility standards. We are actively implementing enhancements to meet WCAG 2.2 AA compliance and exploring AAA-level features where feasible. This roadmap ensures continuous improvement and compliance for public sector and enterprise requirements.
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Support levels
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DXC Technology provides tiered support models designed to meet diverse client needs. Core offerings include Premier Support for Microsoft via CSP, which delivers enterprise-grade assistance, proactive governance, and licensing optimization. This service is bundled at no additional cost with Azure CSP resale, while Enterprise Agreement customers typically pay around 6% of monthly Azure consumption—significantly lower than Microsoft’s direct rates. DXC’s Service Desk and ITSM support leverages AI-driven tools and omnichannel engagement, priced at approximately £100 per concurrent agent per month plus £0.80 per call for infrastructure and IVR costs. For M365 managed services, pricing is user-based with fixed charges and one-time transition fees, varying by license type (E1, E3, E5). Cloud and infrastructure support includes compliance, risk mitigation, and operational governance across hybrid environments. Identity Management as a Service includes base services: design, implementation, monitoring, incident management. Optional enhancements such as a Technical Account Manager (TAM) provide personalized guidance and proactive improvement, while Cloud Support Engineers are available for specialized roles during transition and steady-state operations. This flexible model ensures clients can scale support according to complexity and compliance requirements, aligning with DXC’s commitment to cost efficiency and service excellence.
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AI chatbot
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Yes