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Setting the Priority / Severity

When completing the form you will be asked to set the priority of the request.  Please set the appropriate priority based on the below in order to help us process all requests for all our customers. 

Low / Lowest (S4)

  • Used for queries rather than issues

Medium (S3)

  • Normal Priority

High (S2)

  • Critical functions have issues but there is a workaround

  • Non critical functions are not available

  • SLAs are at risk

Hightest (S1)

  • The platform is not available during operational hours

  • Critical functions are not available with no workaround

  • SLAs have been breached

 

Submitting the form

When supplying details of the request, please be as specific as possible. If you are raising an issue, please provide screen shots, error messages and steps to reproduce as this will help us identify and resolve the issue as quickly as possible.

Getting a Response

Once your request has been submitted you will receive a confirmation email confirming we have received the request and a unique ID to help us communicate and track the request. You can reply to this email with additional information or to request an update.

  • Our team will respond to the request based on the severity of the request. 

  • Our operations will will communicate with you via email, but may request a phone call or Teams/Zoom/Webex screen sharing session in order to resolve the issue promptly.

 

Major Incidents 

In the unlikely event of issue impacting all customers or the market, our operations team may not able to be respond to each request quickly.  During these times, we will post regular, detailed market-wide updates on our Platform Status page.

Closing the Request

Once both parties are satisfied the request has been completed, we will close the request.  

If you have another request please raise a new request, do not comment on an existing / old request email as that may impact the response time. 

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