Contact and escalation
Where to raise an issue, which team it goes to, how fast they respond, and how to escalate.
For: Everyone · 1 min read
Go to the screen:Support tickets
Raise a support ticket
Support tickets are the single way in. Routing follows the operating model: the category you choose decides which team owns the ticket, so you do not have to know who runs what.
Who handles what
| Category | Routed to |
|---|---|
| Access & entitlements | Model Risk & Governance |
| Asset quality | Marketplace Operator |
| Billing & subscription | Marketplace Operator |
| Platform / technical | MLOps Engineer |
| Account & workspace | Platform Administrator |
| Publishing & validation | Model Risk & Governance |
| Feature request | Marketplace Operator |
Response times
Urgent is for production impact on customers or a control that has stopped working. Everything else is High, Normal or Low.
| Priority | First response within |
|---|---|
| Low | 72 hours |
| Normal | 24 hours |
| High | 8 hours |
| Urgent | 2 hours |
Escalation
- 1If a ticket breaches its response time, reply on it: the owning team's lead is notified.
- 2If it is still unresolved, contact the team's head through your department head.
- 3For suspected data leakage or a model behaving unsafely in production, raise an Urgent ticket and also follow the Bank's incident reporting procedure.
Never include customer data in a ticket. Use tokenised references and request_ids.
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