Active service issue
Raise the issue through your contracted portal, service desk or escalation contact. Include the affected service and the time impact began.
Support / practical routes to the right people
When something changes, start with a clear signal.
Use the support path and severity definitions agreed for your service. If an event is affecting safety or immediate business operations, use your organisation’s established emergency procedures first.
Choose the best route
Support pathways
For managed clients, always follow the contacts and operating terms documented in your service schedule.
Suspected security event
Use the agreed incident route. Preserve relevant evidence, avoid uncoordinated changes and identify any immediate containment already taken.
Question or planned change
Use the form below or contact your delivery manager. Planned work should include a proposed window, dependencies, validation and rollback considerations.
Shared language
Severity definitions
These descriptions help establish impact; contractual response and update targets are agreed separately for each service.
| Severity | Typical condition | What to do |
|---|---|---|
| Critical | Major service unavailability, suspected active compromise with significant impact, or a material risk to safety or essential operations. | Use the contracted urgent escalation route immediately. State what is affected, who is coordinating and any containment already performed. |
| High | Substantial degradation, a security concern with credible impact, or a time-sensitive issue affecting a key business function. | Raise through your service channel promptly and include workarounds, scope and business impact. |
| Normal | Routine request, question, minor defect or planned change without material service impact. | Submit a support request with context, priority rationale and a preferred coordination window if applicable. |
The response loop
One clear thread from report to learning.
Acknowledge
Confirm the report is received via the agreed channel and clarify ownership.
Assess
Establish impact, affected services, current evidence and immediate risks.
Coordinate
Agree actions, decision-makers, communications and escalation path.
Stabilise
Work to restore or contain safely, respecting change and evidence needs.
Review
Record the outcome, remaining risks and follow-up actions with owners.
Support request
Give us enough context to route it well.
This request is for general coordination. It is not an emergency channel and does not replace the portal or escalation path defined in your service agreement.
Include where possible
- Service or system affected
- When the issue began and what changed
- Observed impact and affected users or locations
- Relevant error text, event IDs or evidence references
- Actions already taken and a safe contact route
Portal access and service-level terms are agreed per contract. Do not include passwords, secret keys or unnecessary personal data in this request.
Thank you. Your request has been received by the configured form service.
Your request could not be submitted. Please use your agreed support route or try again later.
Planned activity
Coordinate change before the window opens.
Share the proposed change, service owner, dependencies, expected user impact, validation steps, rollback approach and escalation contacts. We will confirm the relevant approval and communication route against your service terms. Changes should not be assumed approved until the responsible owner confirms them.