How we support the platform and our tenants

GOV.UK PaaS is supported Monday-Friday 9am - 5pm London Time, excluding bank holidays. Our responsibility model details the areas we cover.

For support you can submit a support request.

Our response times vary depending on:

• the nature of the request - we prioritise issues over queries
• the severity of the issue
• if a live service is affected
• if the request was raised in or outside of working hours

Our working hours are from 9am to 5pm on weekdays, excluding bank holidays.

Outside of working hours we do not provide support.

Response times for services in production

We address incidents, issues and requests within the timeframes detailed below:

Classification	Example	In hours	Out of hours
P1 Critical Incident	Applications are unavailable to end users due to a problem with our platform Serious security breach on the platform You can't make a critical fix to your production app due to the PaaS API not being available Your live production app has a P1 issue which cannot be resolved without help from us	Start work and respond: 20 minutes Update time: 1 hour	Not applicable
P2 Major Incident	Can't update/push apps due to platform issue Upstream vulnerabilities in GOV.UK PaaS components Elevated error rates on the GOV.UK PaaS platform Complete failure of a GOV.UK PaaS component Substantial degradation of the GOV.UK PaaS service	Start work and respond: 30 minutes Update time: 2 hours
P3 Significant issue	Users (platform users or end users) experiencing intermittent or degraded service due to platform issue.	Start work and respond: 2 hours Update time: 4 hours
P4 Minor issue	Component failure that is not immediately impacting on service	Start work and respond: 1 business day Update time: 2 business days