Support

How do I access support?

In all instances, users should raise a support ticket at the dedicated Support Site. If the support needed concerns user access - password reset, new accounts etc, then the Route/Region/Organisation Super Users should be approached in the first instance.

What level of support is available?

Each support request is triaged against a set of agreed criteria and SLA in the first instance; a support technician will, on the basis of the information provided, assign a response level against each reported issue.

The following table details each response level and gives an example of each.

Level	Title	SLA - Initial Response	SLA - Resolution	Examples
0	Minor	2 hours (during working hours)	14 days	User notices a minor data error - such as missing TD berth/signal, or a typographical error in the application.
1	Moderate	2 hours (during working hours)	7 days	User observes that acumen is rendering an incorrect schedule for a single service, or re-plan action takes multiple attempts to submit.
2	Major	2 hours (during working hours)	3 Working days	Users report that the performance of the system is degraded with slow response times, or multiple services are suffering from loss of movement reports/forecasting.
3	Critical	N/A - duty support technican is contacted directly by the user	2 Working days	Multiple users cannot access the application or, complete loss of inbound data feeds (no services are forecast)

Duty/On Call Support Technician

During out-of-hours (23:00 -> 07:00 Monday to Thursday and from 23:00 Friday to 07:00 Monday), a support technician is available at any time should the need arise.

The duty support technician is currently:

Name	Job Title	Tel.	email
Simon Price	Senior Operations Interface Manager	07798 443443	simon.price@networkrail.co.uk