-
Email or online ticketing support
-
Yes
-
Support response times
-
Email and online ticketing support requests are acknowledged within one working day during UK business hours. Issues are prioritised and responded to in line with agreed service levels, with critical incidents handled more urgently. Weekend and extended support options can be agreed at call-off.
-
User can manage status and priority of support tickets
-
Yes
-
Online ticketing support accessibility
-
WCAG 2.2 AA
-
Phone support
-
Yes
-
Phone support availability
-
9 to 5 (UK time), Monday to Friday
-
Web chat support
-
Yes
-
Web chat support availability
-
9 to 5 (UK time), Monday to Friday
-
AI chatbot
-
Yes
-
Web chat support accessibility standard
-
WCAG 2.2 AA
-
Web chat accessibility testing
-
Our web chat functionality is assessed as part of our wider accessibility assurance activities for online support tools. We undertake accessibility testing against WCAG 2.2 AA requirements, focusing on usability with common assistive technologies and inclusive interaction patterns.
Testing includes verification of compatibility with screen readers, keyboard-only navigation and screen magnification tools, ensuring that users can access, navigate and interact with web chat features without reliance on a mouse or visual cues alone. We check that chat controls, message input fields, notifications and status updates are correctly exposed to assistive technologies and that focus order and labelling are logical and consistent.
Where third-party web chat platforms are used, we review supplier accessibility documentation and conformance statements and validate behaviour through internal accessibility testing. Findings are reviewed as part of continuous service improvement, and issues are prioritised for remediation where required.
Accessibility considerations are also incorporated into support processes, ensuring that users who cannot easily use web chat are able to access alternative support channels such as email or phone. Accessibility testing is revisited following material changes to the web chat interface or platform to maintain ongoing compliance.
-
Support levels
-
We offer Standard and Enhanced tiers tailored to data migration and information design.
Standard: Email/ticketing and phone support during agreed service hours; incident, request and change handling; daily/weekly status reporting. Includes structured defect/exception management, DDR cycle coordination, reconciliation checkpoints and escalation paths aligned to programme governance. A named Service Lead coordinates stakeholders, interfaces and data owners.
Enhanced: All Standard features plus extended hours, increased response priorities, additional readiness checkpoints, and onsite presence by agreement at call‑off. Adds proactive performance reviews during DDR/load cycles, cutover rehearsals and hypercare following go‑live.
Costs: Pricing is tier‑based and agreed at call‑off according to coverage (hours), response targets, workloads and required roles. Service credits/remedies follow the call‑off terms; scheduling aligns with buyer maintenance windows and freeze periods.
Roles provided: We can assign a Project Manager to coordinate delivery, reporting and stakeholder communication, and/or a Cloud Support Engineer (e.g., data migration, integration, testing specialist) for hands‑on activities across mapping, validation, reconciliation, SIT/UAT support, cutover and stabilisation.
Operations use proven controls (daily stats, defect logs, checkpoint meetings) to ensure traceability, controlled decision‑making and timely resolution throughout migration and information‑design delivery.