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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|
Hours of service
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:
- Monday-Friday 5:30pm-9:30am
- Saturday-Sunday and bank holidays 24x7
If you raise a support request, the GOV.UK Pay team will contact you using the Zendesk ticketing system.
P1 support queries (critical incidents)
For P1 support requests, you will receive instructions from us when you sign on as a partner.
P2-P4 support queries (non-critical incidents)
For all non-P1 support requests, contact us via email at firstname.lastname@example.org.
If you have any feedback or questions, please email email@example.com.