Selecting the appropriate request

• By selecting the appropriate request the issue can be routed to the correct team as quickly as possible

Completing the form

• Priority: Set the priority based on the impact as defined in the Handbook

• Summary: Provide a brief summary of the issue

• Details: 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.

  • Attach any error logs or screenshots to showcase the issue

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.

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.