| Email or online ticketing support | Yes. Either by email, Slack or via the feedback feature within the interface. |
|---|---|
| Support response times | Email support for admins only, reply within 24 hours. Urgent issues will usually be responded to more quickly. |
| Can users manage status and priority of tickets | No, although this is currently managed by the Digital Planning programme lead partners. |
| Phone support | No |
| Web chat support | Admins only |
| Onsite support | Yes, at extra cost |
| Support levels | Public users: None. Can report any bugs / issues via the feedback feature 24/7 |
Editors: Can report bugs / issues via Slack.
Admins: Every admin is assigned an account manager who can be contacted by admins at any time during business hours by email or Slack (if part of a channel). We seek to respond to admins queries as quickly as possible, normally within 24 hours or less.
Additional support services such as training, co-writing and planning information and data auditing are available for an additional cost | | Support available to third parties | Yes, only where those parties are contractors engaged to act as service admin. Otherwise, at extra cost. |