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https://github.com/GSA/notifications-admin.git
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1df3c11ae9
The kind of communications we’re getting at the moment can broadly be broken down into: - problems - questions and feedback We will need to triage problems differently, because they could potentially be urgent/severe/emergency/P1/whatever language we use. Questions or feedback will never be P1. Two reasons for making the user categorise their tickets themselves: - Outside of hours we can’t get someone out of bed in order to decide if a ticket is a problem or just feedback - We can tailor the subsequent pages to whether it’s a problem or feedback (eg showing a link to the status page if the user is having a problem) This commit let’s users make the choice with a pair of radio buttons. It also cleans up a bunch of the tests and parameterizes them so we’re testing the flow for both ticket types.
84 lines
2.4 KiB
HTML
84 lines
2.4 KiB
HTML
{% extends "withoutnav_template.html" %}
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{% from "components/radios.html" import radios %}
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{% from "components/page-footer.html" import page_footer %}
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{% block page_title %}
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Support – GOV.UK Notify
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{% endblock %}
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{% block maincolumn_content %}
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<h1 class="heading-large">
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Support
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</h1>
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<div class="grid-row">
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<div class="column-two-thirds">
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<form method="post" class="bottom-gutter-2">
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{{ radios(form.support_type) }}
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{{ page_footer('Next') }}
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</form>
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<h2 class="heading-medium">
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Support process
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</h2>
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<p>
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If you have a problem, first check for known issues on the
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GOV.UK Notify <a href="https://status.notifications.service.gov.uk">system status page</a>.
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Subscribe to get alerts on the progress of any listed issue.
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</p>
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<h2 class="heading-small">
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During office hours
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</h2>
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<p>
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Our office hours are 9.30am to 5.30pm, Monday to Friday.
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</p>
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<p>
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We’ll reply within 30 minutes whether you’re
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reporting a problem or just asking a question.
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</p>
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<p>
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The team are also available to answer questions on the
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<a href="https://ukgovernmentdigital.slack.com/messages/govuk-notify">cross-government Slack channel</a>.
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</p>
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<h2 class="heading-small">
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Out of hours support
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</h2>
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<p>
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We offer 24 hour online support if you have a GOV.UK Notify
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account and we’ve made your service live. We have different
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response times depending on whether the problem you want to
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report is an emergency.
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</p>
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<p>
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It’s only an emergency if:
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</p>
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<ul class="list list-bullet">
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<li>
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no one in your team can log in
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</li>
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<li>
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a ‘technical difficulties’ error appears when you try to
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upload a file
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</li>
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<li>
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a 500 response code appears when you try to send messages
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using the API
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</li>
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</ul>
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<p>
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We’ll reply within 30 minutes and give you hourly updates
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until the problem’s fixed.
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</p>
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<p>
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We’ll reply by the next working day for any other problems.
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</p>
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</div>
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</div>
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{% endblock %}
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