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HMRC internal manual

Shared Workspace Business Manual

Help and Support for HMRC Members: Fault Resolution Times

The IT Service Centre will always try to resolve an incident as quickly as possible.Where possible they will try to fix the incident whilst the member is on the phone. Ifnot, it will be passed to a specialist team to resolve.

Each incident is given a priority based on the type of fault and the number of usersaffected.

The priority level and type of incident determines which contractual Service Level isassigned to an incident but the service centre will always try to fix the fault as quicklyas possible. The majority of faults are fixed relatively quickly and well within agreedservice levels but some may take longer.

Further information is published on the ITService Centre Intranet site including details of how to check progress of an ongoingincident.