Every ticket gets a priority based on its impact on your business. We confirm the priority when we first respond. If the impact changes, ask us to raise it at any time.
| Priority | What it means | First response | Updates | Target to resolve |
|---|---|---|---|---|
| P1 Critical | The platform is down, or a platform fault is stopping declarations being submitted, with no workaround | 30 minutes | Every hour | 8 hours 15 minutes |
| P2 High | A major platform function is not working but there is a workaround, or a platform fault puts one consignment at risk | 2 hours | Every 4 hours | 2 business days and 1 hour |
| P3 Medium | A fault that is not stopping work, or one user affected | 1 business day | As it progresses | 5 business days |
| P4 Request | How-to questions, access, configuration changes, information | 2 business days | As it progresses | Next scheduled release, or 10 business days if no release is needed |
- Times run from when we receive your ticket, within support hours (08:00 to 17:00 UK time, Monday to Friday, excluding bank holidays).
- First response and update times are our commitment. Resolution times are targets, as some fixes depend on third parties such as HMRC.
- A P1 raised outside support hours is handled on a best-efforts basis.
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