URGENT and HIGH priority issues MUST be reported via the helpdesk number as below.


0203 368 6858


Please see below examples of issues that what would be classified as an URGENT/HIGH call.

If your issue does not fall into the below categories then please follow the procedure of logging a helpdesk ticket via your portal login or emailing helpdesk@mobileworkerplus.com



URGENT

  • System/service is down and not working.

  • Whole of or a critical part of the system(s) unusable, causing immediate and significant business impact.

  • A large number of users are not able to access the system/service.  The access required is deemed urgent and demands immediate attention, or the system/service is business critical.

  • (GDPR) A data breach has been detected by MWP or the Client.




HIGH

  • System/service is working but with severe operating problems.

  • A significant, but not immediately critical, part of the system/service is unusable, creating some business impact.

  • Some users are unable to access all (or part) of the service where no alternative methods of access are available.

  • Examples include (but are not limited to) all users not being able to access parts of the service.