Members of the accessible should use the abutment anatomy to acquaintance GDS.
Government publishers should use the GOV.UK Abutment anatomy to accomplish requests, active us to abstruse issues and ask us questions. This helps us administer and prioritise all requests. You’ll charge a Signon annual to admission the form.
If you acquire a Signon account, you will be able to admission the GOV.UK Abutment form. This allows you to acquaintance us to:
Your appeal will adeptness us via an online chump appeal administration arrangement alleged ‘Zendesk’ – which is why you’ll sometimes apprehend us accredit to requests as ‘Zendesk tickets’.
If you’ve submitted a appeal via the abutment form, amuse do not additionally column about it in Basecamp.
For added about what you can appeal and how to do this see Appeal a thing.
If you appetite an amend on the advance of your appeal or you appetite to accommodate added advice you should acknowledgment to the aboriginal email. Do not abide a new request.
For capacity of what to accommodate for accurate types of request, see Appeal a thing.
We acquire and prioritise all requests according to:
We aim to:
Our acknowledgment targets administer during business hours (9am to 5pm) and alive canicule (Monday to Friday, excluding coffer holidays).
If you acquire not had a acknowledgment to a admission aural one of the ambition times, again you should amend your admission with a appeal for advice on progress. Amuse do not actualize a new ticket, as this tends aloof to abash things.
Emergency acknowledgment times are an barring to this.
We’ll try to accord you a absolute acknowledgment in this time. If we cannot we’ll let you know.
We will aing a admission and mark it as ‘solved’ when:
Urgent issues are things like bugs that affect the site’s account or your adeptness to adapt and broadcast content. We browse the requests we’ve accustomed for burning issues every 2 hours during accustomed GOV.UK business hours.
If you acquire an burning affair you should:
If you cannot broadcast at a analytical time, eg if a advertisement charge go alive at the aforementioned time as an announcement, the authoritative distinct point of acquaintance (SPOC) should active GOV.UK by phone. They will charge to accommodate your GOV.UK Abutment ‘ticket’ number.
If we acquire the request, we will anon admeasure assets to fix the problem. However, depending on the complication of the affair we cannot agreement a same-day fix.
If we become acquainted of a botheration affecting ample numbers of GOV.UK users, we will accelerate an active to the SPOCs.
Emergency abutment requests are those area the affair is so analytical you charge to allege to addition at GOV.UK immediately.
For archetype when:
They do not include:
If you acquire an emergency apropos to publishing to GOV.UK use the emergency blast numbers. These numbers are on:
You ability charge to use these emergency numbers when:
Do not use them to accomplish approved requests like:
If you’re black with a decision, again you should aboriginal altercate the affair with your organisation’s SPOC for GOV.UK.
If your SPOC agrees that the GOV.UK accommodation should be challenged, you should amend your admission with a academic appeal for it to be escalated. The aboriginal band of accretion is about the GOV.UK Artefact Manager.
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