How GOV.UK PaaS is supported
GOV.UK PaaS is supported 24 hours a day, seven days a week by the team that builds it.
On this page you can find out about the support we provide during and outside of working hours, and how you can contact us to report a problem or ask for help.
Support during working hours
Our office hours are 9am - 5pm Monday to Friday. During this time we support:
- requests for help using GOV.UK PaaS
- fixing issues and resolving incidents
We prioritise support for live services over those in development, and fixing issues with the platform over answering user queries. For more information on how we respond to requests, you can look at our platform documentation.
For help using GOV.UK PaaS or to report a problem with your service, email us at firstname.lastname@example.org .
Support outside of working hours
Between 5pm and 9am Monday to Friday, at weekends, and during Bank Holidays we provide emergency support for critical incidents affecting live production services. A critical incident is where:
- your application is unavailable due to a problem with our platform
- you can’t make a critical upgrade to your application because the GOV.UK PaaS API isn’t available
- you are experiencing a critical issue with your application that you cannot resolve without help from the platform team.
We’ll start working on the issue within 40 minutes and email you to let you know. We’ll address anything that is not a critical incident the next working day.
Contacting us about a critical issue
To contact us about a critical issue during working hours, please use our support email address, email@example.com .
To contact us outside of working hours, please use the emergency email address you have been given. This will raise a high priority alert and could wake us up in the middle of the night, so it should only be used for critical incidents.
Please do not share this email address with people outside of your team.
How to escalate support requests
If we are not handling your request for support in the way you would expect, here is how to contact us.
During working hours, please contact a member of the product team:
Outside of working hours, please use the escalation contact details you have been sent.