-
Email or online ticketing support
-
Yes
-
Support response times
-
We respond to questions in line with agreed service levels, based on impact and urgency.
During service hours, general questions and low-impact queries receive an initial response within one business day.
Medium-impact questions are acknowledged within four business hours, and high-impact or service-blocking issues within one business hour.
For Critical support, 24×7 coverage is available with immediate triage and continuous communication until resolution.
Response times and escalation paths are defined in the Service Level Agreement and reviewed regularly to ensure they remain appropriate for operational needs.
-
User can manage status and priority of support tickets
-
Yes
-
Online ticketing support accessibility
-
WCAG 2.2 AA
-
Phone support
-
Yes
-
Phone support availability
-
24 hours, 7 days a week
-
Web chat support
-
Yes
-
Web chat support availability
-
24 hours, 7 days a week
-
Web chat support accessibility standard
-
WCAG 2.2 AA
-
Web chat accessibility testing
-
We use Microsoft Teams for web chat.
We have undertaken structured Microsoft Teams testing with users who rely on a range of assistive technologies, aligned to WCAG 2.2 and the GDS Service Standard.
Testing has included moderated and unmoderated usability sessions with screen-reader users (NVDA and JAWS on Windows, VoiceOver on macOS and iOS), keyboard-only users, users of speech-to-text software (Dragon), and users requiring high-contrast modes, zoom, and reduced-motion settings. Scenarios tested covered core Teams activities relevant to government delivery: joining and hosting meetings, chat and channel navigation, file sharing, live captions, meeting recordings, breakout rooms, and collaboration with Microsoft 365 content.
We validated compatibility with Teams’ built-in accessibility features, including live captions, transcripts, keyboard shortcuts, focus management, and screen-reader announcements for meeting controls and notifications. Findings were documented with reproducible steps, severity ratings, and remediation recommendations.
Issues identified were triaged against Microsoft’s accessibility guidance and fed into user guidance, configuration standards, and reasonable-adjustment playbooks rather than custom code changes, reflecting Teams as a SaaS platform.
Outcomes included improved task completion rates for assistive-technology users, reduced time to join and participate in meetings, and clearer accessibility guidance for end users and administrators.
-
Support levels
-
Our support model is structured across three clearly defined tiers: Standard, Enhanced, and Critical, designed to align with service scope, coverage hours, and business criticality.
We provide support for the services we deliver, including application configuration, integration, security, and cloud architecture management. As we are not a platform reseller, we do not provide vendor support for underlying third-party platforms (for example, Microsoft Azure, AWS, or GCP), but we will coordinate with those providers where required.
Support costs are tier-based and proportionate to the agreed scope, response times, and availability requirements. Pricing is transparent and agreed at contract award, with flexibility to scale support levels as operational needs change.
All support tiers include access to a named Technical Account Manager (TAM) who acts as the primary point of contact, oversees service performance, and supports continuous improvement. Day-to-day incident and service request handling is delivered by experienced Cloud Support Engineers, with escalation to senior engineers where required.
This model ensures predictable costs, clear accountability, and a consistent level of service aligned to UK Government operational and governance expectations.
-
AI chatbot
-
Yes