Support is available from 0800 to 1800 GMT from Monday to Friday via telephone, email and internet chat.

During this time any issues are aimed to be dealt with within 4 hours. Should this not be possible then issues are escalated to the programming team and prioritised accordingly:

• Trivial (expected delivery within a year)
• Minor (expected delivery within 6 months)
• Major (expected delivery within 1 month)
• Critical (expected delivery within 1 week)
• Blocker (expected delivery within 4 hours – max 1 day)