Urgent issues are things like bugs that affect the site’s usability or your ability to edit and publish content. We scan the requests we’ve received for urgent issues every 2 hours during normal GOV.UK business hours.
If you have an urgent issue you should:
- submit a request using the GOV.UK Support form for either a content issue or a technical fault
- write URGENT in the title of the request
- explain the impact on users if the issue is not resolved immediately
If you cannot publish at a critical time, eg if a publication must go live at the same time as an announcement, the departmental single point of contact (SPOC) should alert GOV.UK by phone. They will need to provide your GOV.UK Support ‘ticket’ number.
If we accept the request, we will immediately allocate resources to fix the problem. However, depending on the complexity of the issue we cannot guarantee a same-day fix.
If we become aware of a problem affecting large numbers of GOV.UK users, we will send an alert to the SPOCs.