Resolve bugs and fixes for our digital services

Service level agreement

When a service goes live, we usually agree to provide ongoing tech support to the customer. This includes automated monitoring, updates and dev support for bugs and fixes.

Customers get in touch with us by raising a ticket on Let’s Go Direct, and signposting it for the Dev Ops team.

If a service goes down, we consider this an emergency and will aim to resolve the issue within 4 hours.

Usually we commit to fixing non-urgent issues within 5 working days. That’s 20 working days end to end from when a customer logs a ticket.

Support process

New feature requests


If the customer requests a new feature, which was not in the original specification, we ask them to add it to their backlog.

When the customer has enough items in their backlog that are important enough to warrent enough iteration, we begin the engagement cycle again.