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61ab9661fb
We can’t give advice to members of the public, but increasingly we’re seeing them try to use our support form to ask. It would be better for them if we can direct them straight to somewhere more useful, before they have the chance to raise a support ticket. This commit replaces the report a problem/ask a question triaging for users who aren’t signed in. It’s not possible for non-signed-in users to raise an priority 1 ticket, so we never need to triage the tickets in this way. Instead we can triage people based on whether they work in the public sector or not. If they do then we send them on to the feedback form. If not then they go to a new page which contains some useful links. We’ve chosen these links based on some analysis of the support tickets we’ve received recently[1] 1. https://docs.google.com/spreadsheets/d/1uBQn-ZnCYfz6ltFaUKZpytgvBF0-MeshCLZ1cD74R0c/edit?usp=sharing
49 lines
1.9 KiB
HTML
49 lines
1.9 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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{% from "components/form.html" import form_wrapper %}
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{% block per_page_title %}
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Support
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{% endblock %}
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{% block maincolumn_content %}
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<h1 class="heading-large">Support</h1>
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<p>We provide 24-hour online support for teams with a live service on GOV.UK Notify.</p>
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{% call form_wrapper() %}
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{% if current_user.is_authenticated %}
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{{ radios(form.support_type) }}
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{% else %}
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<p class="govuk-body">
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What do you need help with?
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</p>
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{{ radios(form.who, hide_legend=True) }}
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{% endif %}
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{{ page_footer('Continue') }}
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{% endcall %}
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<p>You can also <a class="govuk-link govuk-link--no-visited-state" href="https://ukgovernmentdigital.slack.com/messages/C0E1ADVPC">contact us on Slack</a>.</p>
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<div class="govuk-grid-row">
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<div class="govuk-grid-column-two-thirds">
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<h2 class="heading-medium">Office hours</h2>
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<p>Our office hours are 9:30am to 5:30pm, Monday to Friday.</p>
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<p>When you report a problem in office hours, we’ll aim to read it within 30 minutes and reply within one working day.</p>
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<h2 class="heading-medium">Out-of-hours</h2>
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<p>Outside office hours, response times depend on whether you’re reporting an emergency.</p>
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<p>If it’s an emergency, we’ll reply within 30 minutes and update you every hour until the problem’s fixed.</p>
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<p>If your problem is not an emergency, we’ll reply within one working day.</p>
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<p>A problem is only classed as an emergency if:</p>
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<ul class="list list-bullet">
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<li>nobody on your team can sign in</li>
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<li>a ‘technical difficulties’ error appears when you try to upload a file</li>
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<li>a 500 response code appears when you try to send messages using the API</li>
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</ul>
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</div>
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</div>
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{% endblock %}
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