Table of contents


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Incident severity

GOV.UK Pay incident severities are defined as follows:

Classification AKA Example Initial response time Update Time
P1 Critical Incident complete outage; substantial degradation of service; significant security issue; significant availability issue 30 minutes (at any time) 1hr
P2 Major Incident elevated error rate; mostly up; noticeably degraded service; upstream vulnerabilities; complete component failure 60 minutes (in waking hours) 2hrs
P3 Significant Users experiencing intermittent or degraded service due to platform issue 1 business day or next working day 2 business days
P4 Minor Component failure that is not immediately service impacting 2 business days weekly

Hours of service

In-hours support is from Monday-Friday 9:30am-5:30pm and covers all ticket priorities (P1-4).

Out-of-hours support covers P1 support tickets only, during:

  • Monday-Friday 5:30pm-9:30am
  • Saturday-Sunday and bank holidays 24x7

Contact us

If you raise a support request, the GOV.UK Pay team will contact you using the Zendesk ticketing system.

P1 support queries (critical incidents)

For P1 support requests, you will receive instructions from us when you sign on as a partner.

P2-P4 support queries (non-critical incidents)

For all non-P1 support requests, contact us via email at

General feedback

If you have any feedback or questions, please email