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4503724ad6
Our support process is about to get more fully fledged so we’ll need an index page to route people properly. We reckon that users will also want to know what the support process is, so let’s explain it on this page.
87 lines
2.4 KiB
HTML
87 lines
2.4 KiB
HTML
{% extends "withoutnav_template.html" %}
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{% from "components/textbox.html" import textbox %}
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{% from "components/page-footer.html" import page_footer %}
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{% block page_title %}
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Feedback – 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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<p>
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<a href="{{ url_for('.feedback') }}">I have a problem or question</a>
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</p>
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<div class="grid-row">
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<div class="column-two-thirds">
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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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