How we support the platform and our tenants
GOV.UK PaaS is supported 24 hours a day, 7 days a week by the team that builds it. Our responsibility model details the areas we cover.
For support you can submit a support request.
Our response times vary depending on:
- the nature of the request - we prioritise issues over queries
- the severity of the issue
- if a live service is affected
- if the request was raised in or outside of working hours
Our working hours are from 9am to 5pm on weekdays, excluding bank holidays.
Outside of working hours we provide emergency support for critical incidents affecting live production services. Tenants with services in production are given emergency contact details.
Response times for services in production
We address incidents, issues and requests within the timeframes detailed below:
Classification | Example | In hours | Out of hours |
---|---|---|---|
P1 Critical Incident |
| Start work and respond: 20 minutes Update time: 1 hour | Start work and respond: 40 minutes Update time: 1 hour |
P2 Major Incident |
| Start work and respond: 30 minutes Update time: 2 hours | not applicable |
P3 Significant issue |
| Start work and respond: 2 hours Update time: 4 hours | not applicable |
P4 Minor issue |
| Start work and respond: 1 business day Update time: 2 business days | not applicable |