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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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Support response times are aligned to client requirements and are consistent across all service channels, based on incident severity rather than hours of service. The exception is email, where 90% of multimedia incidents are responded to within 4 hours, and physical email inbox requests are responded to within 24 hours (measured in core business hours).
Critical (P1) incidents are responded to within 30 minutes. Major (P2) issues are responded to within 1 hour. Minor (P3) issues are responded to within 4 core business hours. (P4) are responded to within 8 core business hours
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User can manage status and priority of support tickets
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No
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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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CGI supports accessibility assurance by referencing supplier-provided accessibility documentation, such as Voluntary Product Accessibility Templates (VPATs), where available. These documents are used as supporting evidence to understand how underlying products align to recognised accessibility standards, including WCAG 2.2 Level AA, Section 508, and EN 301 549.
VPATs are reviewed alongside CGI’s own accessibility testing activities to inform implementation decisions and identify any known limitations or configuration considerations. CGI recognises that VPATs represent supplier self-declarations and do not account for customer-specific configuration, integration, or content. Accordingly, VPAT information is used to supplement, rather than replace, service-level accessibility testing. Findings from all sources are considered together to support remediation, risk management, and continuous improvement, helping ensure accessibility is addressed throughout design, delivery, and operation in line with G-Cloud expectations and UK public-sector accessibility requirements.
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Support levels
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Support is delivered in accordance with defined incident severity levels and is priced on a client-requirement basis, with all applicable roles detailed within the G-Cloud rate card. Support resources, for example a Technical Account Manager or Cloud Support Engineer, are provided where required, with the specific resources and service levels agreed with the client. All pricing is clearly defined in the G-Cloud rate card so clients can easily understand the cost of the services provided.
Incidents are categorised from Priority 1 (Critical) to Priority 4 (Low) based on business impact and number of users affected. Priority 1 incidents involve total service loss impacting all users and receive a response within 30 minutes, with a target restoration time of 4 hours. Priority 2 incidents affect a department or location with no available workaround and have a 1-hour response and 8-hour restoration target. Priority 3 incidents impact individual users or small groups where a workaround is available, while Priority 4 incidents relate to single-user issues with lower urgency.
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AI chatbot
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Yes