Support: Difference between revisions
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= How do I access support? = | = How do I access support? = | ||
In all instances, users should raise a support ticket at the dedicated [http://support.tms-uk-rail.co.uk Support Site]. | In all instances, users should raise a support ticket at the dedicated [http://support.tms-uk-rail.co.uk 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? = | = What level of support is available? = | ||
Revision as of 17:15, 2 July 2020
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 |
|---|---|---|---|
| 0 | Minor | 2 hours (during working hours) | 14 days |
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. | |
|---|---|---|---|
| Simon Price | Senior Operations Interface Manager | 07798 443443 | simon.price@networkrail.co.uk |