Support policy during implementation of Digital Experience programme

Our support policy outlines how we will respond to incidents and service requests while we are working on the implementation of the Digital Experience programme. We’ve developed the following guidelines so that we can continue to support colleagues and services.

Types of incident and service request

The different types of incident and service request listed below can be submitted using the instructions on the Requests and Feedback page.

  1. Something is broken (incident) – e.g. “a link is not working on the website” 
  2. Something needs to be actioned (service request) – e.g. “I think I need a new webpage” 
  3. Something big needs to be done (project) – e.g. “we need to revamp our section on the website” 

If any incidents or service requests are being submitted, we will need to assess them against our priorities and: 

  • make sure they don’t duplicate or contradict future developments or work we have planned
  • assess the effort needed to perform them
  • decide when it would be best to action them.

For more on how we can work with you to help you deliver your objectives, see our Advice and support page.

Levels of support

We will process with different levels of support based on the incident or service request submitted.

Level 1 support 

  • Submit requests for help through our online form 
  • Delivered by the Digital Experience Team only
  • Help is available Monday-Friday, 8am to 6pm
  • We aim to solve most problems/requests at level 1
  • We will escalate to level 2 if we need support from another service (e.g. Digital First, ICT). 

Level 2 support 

  • Delivered by the Digital Experience Team and potentially other services (e.g. Digital First, ICT)
  • Level 2 support will be available each day, but specific expertise may not always be available
  • We will escalate to level 3 if we need to involve our current supplier. 

Level 3 support 

  • Delivered by the Digital Experience Team and our current supplier
  • Level 3 support will dedicate specific resources to support the task. 

First response to incidents

The following outlines how quickly we aim to respond to an incident and the criteria we’ll use to categorise calls. 

  • Low priority — incidents are those that do not interrupt users or the business and can be worked around. Services to users and customers can be maintained. 
  • Medium priority — incidents affect a few users and interrupt work to some degree. These incidents may slightly affect or inconvenience users. 
  • High priority — incidents affect many users, interrupt business, and affect service delivery. 

These response times are the maximum. We aim to be as quick as possible for all incidents. 

Priority Affects a digital channel we do not manageAffects one of our micrositesAffects the Council’s website
Low/normal-priority incidents Low (response within 15 business days)Normal (response within 10 business days) Medium (response within 3 business days) 
Medium-priority incidents Normal (response within 10 business days) Medium (response within 3 business days) High (response within 1 business days) 
High/Critical-priority incidents Medium (response within 3 business days) High (response within 1 business days) Critical (response within 4 business hours) 

First response to service requests

The following outlines how quickly we aim to respond to a service request and the criteria we’ll use to categorise calls. 

  • Low priority — No risk to Council reputation, doesn’t contravene any legal obligations and will not result in financial loss to the Council. 
  • Medium priority — Moderate risk to Council reputation, doesn’t contravene any legal obligations or may result in some low financial loss to the Council. 
  • High priority — Likely to cause reputational harm, contravenes our legal obligations or highly likely to cause large financial loss to the Council. 

These response times are the maximum. We aim to be as quick as possible for all service requests. 

Priority Affects a few individuals Affects a few services Affects the Council 
Low/normal-priority service requestLow (response within 15 business days)Normal (response within 10 business days) Medium (response within 5 business days) 
Medium-priority service requestNormal (response within 10 business days) Medium (response within 5 business days) High (response within 3 business days) 
High/Critical-priority service requestMedium (response within 5 business days) High (response within 3 business days) Critical (response within 1 business day) 

Responses to projects

Projects are requests that bring about significant change and require more than one member of staff to spend more than 1 business day completing the task. 

If we categorise your request as a project, we will deal with it on an individual basis. We aim to contact you within 10 business days to discuss your requirements. We will then consider the request in line with our current workload and priorities to establish whether it will go ahead or not.