Our complete ITIL change and incident management, along with Service Level Agreements, will begin once we transition to the live production environment (Industry Trials). Meanwhile, during simulator and integration testing, please refer to the following process:

If commercially onboarded raise the incident, issue or enquiry via your Account Management Portal.

Alternatively, you can raise an issue via the service desk. You will be provided a ticket ID. We will update you regularly while the incident is being investigated, this could include inviting you to a trouble shooting test slot.

When your incident has been resolved, we will ask for your acceptance of the resolution before closing the ticket.

Please be aware: while we'll offer a high-level explanation for the incident, a comprehensive root cause analysis report won't be provided at this time.