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) |
Users reporting issues are requested to consider the table above when requesting support. The on-call support technican should only be contacted directly where a user judges the issue as level 3 - Critical, otherwise the acumen Support Site should be the first port of call. If in doubt, please consult your Super Users.
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. | |
|---|---|---|---|
| Simon Price | Senior Operations Interface Manager | 07798 443443 | simon.price@networkrail.co.uk |