Support portal
Raise it once, and watch what happens next.
One place to raise it, watch it, and keep the record afterwards. The person who reads your ticket is the person who fixes it, so nothing is retyped and nothing gets lost being handed on.
Rotate the encryption keys held in Key Vault
This one is with us right now.
- Raised
- Picked up
- In progress
- Resolved
Additional detail
The rotation is due and the audit will ask for the date it happened. Two of the applications read the key at startup rather than per request, so those need restarting in a window rather than during the day.
Block sign-in from countries we do not operate in
This one is with you. We are waiting on something from your side.
- Raised
- Picked up
- Waiting on you
- Resolved
Additional detail
We have no staff or customers in the regions this is aimed at, and the sign-in logs show attempts from them every week. We are waiting on your confirmation of which account stays excluded so nobody is locked out of the tenant.
Review who can read the finance tables
This one is with us and it is booked in.
- Raised
- Picked up
- Scheduled
- Resolved
Additional detail
Read access to the reporting tables has grown one request at a time and nobody has looked at the whole list in a year. Booked with the finance lead so the decisions are made by somebody who knows which of those people still need it.
Storage tier change moved data somebody was still using
This one is finished, and the record of it stays yours.
- Raised
- Picked up
- Resolved
Additional detail
A dataset went to a colder tier on last-modified age while a quarterly job was still reading it. Restored the same day, and the lifecycle rule now excludes anything a scheduled job touches rather than relying on the date alone.
Add a second person who can approve changes
This one is finished, and the record of it stays yours.
- Raised
- Picked up
- Resolved
Additional detail
Your usual approver is away for three weeks, so you asked for a second name on the account in the meantime. It was added on the day you sent it, and your engineer knows who to ask while they are away.
What the portal will let you do.
Raise a ticket
Describe what is happening in your own words, pick roughly what it touches, and send it. There is no reference number to quote, and a blank field will not stop it sending.
See where it has got to
You can check on it without ringing to ask: who picked it up, what they have tried and what they are waiting on from your side.
Read back what was done
Every ticket, every change and what was done about it stays on record, so you can read it back months later. That history is yours whether or not you stay with us.
These are the things people actually ring about.
The portal will sort tickets by these. We have not yet committed to how quickly each kind is answered, so there are no response times here.
Stops work
Something is down
Nobody can work and I need somebody now.
Something looks wrong
I have had an odd email, or an account is behaving strangely.
Blocks someone
Cannot sign in
A password, a lockout, or the code is not arriving.
Email
Something is not arriving, or is arriving where it should not.
A laptop or a phone
It is slow, it is broken, or it needs replacing.
Access to something
Somebody needs into a file, a system or a mailbox they cannot reach.
Can wait
A joiner or a leaver
Somebody starts on Monday, or somebody left on Friday.
A change or a question
We want to do something new and we are not sure what it involves.
Access starts with your first piece of work.
Until then, email or ring us as you would anyway. The person who answers is the same person who will pick up your tickets once the portal is open.
How to reach us