Support
How do I access support?
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.
For issues or questions, the FAQ page may prove useful. Otherwise, users should raise a support ticket at the dedicated Support Site.
When users create a support ticket, please provide as much information as possible such as dates/times, actvities being undertaken at the time of issue, and include any particulars of any train services involved (if relevant); creation of a support ticket permits users to attach any documentation to support the report - ideally this will be a screenshot. The more information presented to the technical support team, the better. Further, users are guided to report issues without consideration of duplicating reported issues. The technical support team would rather receive duplicate issue reports from different users as this assists in diagnosis of the fault or failure as well as appreciation of the scale of the problem.
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 and according to the table above.
The duty support technician is currently:
| Name | Job Title | Tel. | |
|---|---|---|---|
| *redacted* | *redacted* | *redacted* | *redacted* |
Notifying users of issues
Users will be notified via email of an issue or planned update that means the system is unavailable. Note: There is a function within acumen for administrators to send out an email to all users.
Users will be notified of ongoing issues (typically Level 2 or 3) via the flash alert functionality on the platform docker. (This is the pop-up alert that also advises of reliability events and infrastructure restrictions coming to an end). An administrator will send out short messages as appropriate to inform users of the issue and provide relevant updates.
How do I provide feedback or suggestions?
The acumen development team welcome feedback and suggestions for future enhancements from all users.
If you wish to tell us how we can improve acumen, you have 2 methods:
- Log an issue on the Support Site, ensuring that you select Feedback from the available department options;
- Send an email to acumenfeedback@networkrail.co.uk
How do I escalate an issue?
Where a user feels that an issue has been wrongly categorised or where the user feels that the SLA has not been met, this should be directed towards the nominated Route/Region/Organisation Super Users.