-
Email or online ticketing support
-
Yes
-
Support response times
-
A named Service Lead will provide day-to-day oversight, with defined escalation routes.
All queries will be responded to within 24 hours during core support hours 9am and 5PM Monday to Friday, excluding bank Holidays, unless specific Service Level Agreements (SLAs) have been otherwise agreed. Support can be accessed via phone or e-mail, and the Service Lead will act as our primary point of contact throughout the engagement process to ensuring high-quality service delivery to the agreed requirements. Maintenance support and system issues are supported by the cloud service provide, while we provide after sales support for application and service queries.
-
User can manage status and priority of support tickets
-
Yes
-
Online ticketing support accessibility
-
None or don’t know
-
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
-
None or don’t know
-
How the web chat support is accessible
-
Our web chat service is designed to be accessible, inclusive, and easy to use for a wide range of users, including those with disabilities or additional access needs.
The service is accessed through a standard web browser and does not require users to install additional software. It is available on desktop, tablet, and mobile devices, with operating hours aligned to the client’s Service Desk agreement, including optional 24/7 availability.
The web chat interface is compatible with common screen readers and assistive technologies and supports full keyboard-only navigation. Text is displayed clearly, with sufficient colour contrast and support for browser-based font scaling. The service aligns with WCAG 2.1 AA accessibility principles where applicable to the third-party platforms used.
Users can use web chat to report incidents, request IT support such as password resets or access changes, and ask general service-related questions. They can communicate in real time with Service Desk analysts, provide additional information during an interaction, and have conversations automatically logged into the ticketing system for tracking and audit purposes.
Users cannot make direct system changes, bypass security controls, request actions outside the agreed service scope, or access data belonging to other users or organisations.
-
Web chat accessibility testing
-
Accessibility testing is carried out during service setup and when significant changes are made to the web chat platform or supporting tools. This includes testing with screen readers such as NVDA and VoiceOver to confirm that chat controls, message content, and notifications are announced correctly. Keyboard-only navigation is tested to ensure users can open the chat, enter text, send messages, and end sessions without requiring a mouse.
We also test colour contrast, text clarity, and focus indicators to ensure content is readable and navigation state is clear for users with visual impairments. Browser zoom and text scaling are used to verify that content remains usable at increased sizes without loss of functionality.
Where third-party web chat platforms are used, we review the supplier’s accessibility documentation and conduct practical testing to confirm that stated accessibility features operate as expected in real usage scenarios.
Feedback from users and Service Desk analysts is actively reviewed to identify and address accessibility issues. Any issues identified are logged, prioritised, and resolved as part of our continuous service improvement process, ensuring the web chat remains accessible and usable for all users.
-
Support levels
-
We provide additional after-sales operational support and optimisation to ensure maintenance is part of our service support offering, including incident triage, monitoring integration, problem management, and continual improvement. We will develop maintenance strategies with the client as part of the solution to ensure that they have management capability and provide interim oversight and support. We will provide integrated computerised maintenance management systems (CMMS) and enterprise asset management (EAM) software to streamline operations.
A named Service Lead will provide day-to-day oversight, with defined escalation routes.
All queries will be responded to within 24 hours during core support hours 9am and 5PM Monday to Friday, excluding bank Holidays, unless specific Service Level Agreements (SLAs) have been otherwise agreed. Support can be accessed via phone or e-mail, and the Service Lead will act as our primary point of contact throughout the engagement process to ensuring high-quality service delivery to the agreed requirements. Maintenance support and system issues are supported by the cloud service provide, while we provide after sales support for application and service queries.
-
AI chatbot
-
No