notifications-admin/app/templates/views/support/index.html

{% extends "withoutnav_template.html" %}
{% from "components/radios.html" import radios %}
{% from "components/page-footer.html" import page_footer %}

{% block per_page_title %}
  Support
{% endblock %}

{% block maincolumn_content %}

    <h1 class="heading-large">
      Support
    </h1>

    <div class="grid-row">
      <div class="column-two-thirds">

        <form method="post" class="bottom-gutter-2">
          {{ radios(form.support_type) }}
          {{ page_footer('Next') }}
        </form>

        <h2 class="heading-medium">
          Support process
        </h2>
        <p>
          If you have a problem, first check for known issues on the
          GOV.UK Notify <a href="https://status.notifications.service.gov.uk">system status page</a>.
          Subscribe to get alerts on the progress of any listed issue.

        </p>

        <h2 class="heading-small">
          During office hours
        </h2>
        <p>
          Our office hours are 9.30am to 5.30pm, Monday to Friday.
        </p>
        <p>
          We’ll reply within 30 minutes whether you’re
          reporting a problem or just asking a question.
        </p>
        <p>
          The team are also available to answer questions on the
          <a href="https://ukgovernmentdigital.slack.com/messages/govuk-notify">cross-government Slack channel</a>.
        </p>

        <h2 class="heading-small">
          Out of hours support
        </h2>
        <p>
          We offer 24 hour online support if you have a GOV.UK Notify
          account and we’ve made your service live. We have different
          response times depending on whether the problem you want to
          report is an emergency.
        </p>
        <p>
          It’s only an emergency if:
        </p>
        <ul class="list list-bullet">
          <li>
            no one in your team can log in
          </li>
          <li>
            a ‘technical difficulties’ error appears when you try to
            upload a file
          </li>
          <li>
            a 500 response code appears when you try to send messages
            using the API
          </li>
        </ul>
        <p>
          We’ll reply within 30 minutes and give you hourly updates
          until the problem’s fixed.
        </p>
        <p>
          We’ll reply by the next working day for any other problems.
        </p>
      </div>
    </div>

{% endblock %}