Support

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Incident severity

GOV.UK Pay incident severities are defined as follows:

Classification	AKA	Example	Initial response time	Update Time
P1	Critical Incident	complete outage; substantial degradation of service; significant security issue; significant availability issue	30 minutes (at any time)	1hr
P2	Major Incident	elevated error rate; mostly up; noticeably degraded service; upstream vulnerabilities; complete component failure	60 minutes (in waking hours)	2hrs
P3	Significant	Users experiencing intermittent or degraded service due to platform issue	1 business day or next working day	2 business days
P4	Minor	Component failure that is not immediately service impacting	2 business days	weekly

In-hours support is from Monday-Friday 9:30am-5:30pm and covers all ticket priorities (P1-4).

Out-of-hours support covers P1 support tickets only, during:

If you raise a support request, the GOV.UK Pay team will contact you using the Zendesk ticketing system.

For P1 support requests, you will receive instructions from us when you sign on as a partner.

For all non-P1 support requests, contact us via email at govuk-pay-support@digital.cabinet-office.gov.uk.

If you have any feedback or questions, please email govuk-pay-support@digital.cabinet-office.gov.uk.