Tuesday
Mar272012

Important Changes To Our Escalation Process

Please note that we have made the following changes to our out of hours escalation process.

 

Escalation to the NLA outside business hours (Mon-Fri 5:30PM – 9AM, Sat & Sun, UK public bank holidays)

If an issue occurs that requires escalation to the NLA outside UK business hours then the PCA should contact the NLA Service Operations support team.

Details for escalation outside business hours are as follows:

  • Ring the NLA Service Operations support number:  +44 (0)8444 822 175
    • If the call does not connect for whatever reason, please try the alternate number: +44 (0)20 3393 0665
    • If the phone is not answered immediately, please leave a message providing contact details and a description of the issue.
    • After leaving a message, please send an email to support@nla.co.uk confirming an escalation has been made with contact details & a description of the issue.
  • If the escalation is not confirmed by the NLA Service Operations support team within 5 minutes, please call the support number again.
  • If the escalation is still not confirmed within another 5 minutes, please escalate the issue to the NLA Service Operations Incident Manager: +44 (0)20 7332 9379 

 A copy of our client escalation process can be found here

Friday
Mar092012

NLA Service Incident - Announcement: Emails services disrupted (CLOSED)

Time:

An incident was declared today at 18:33 (Fri, 9th March 2012)

Incident Description:

An incident has occurred which is preventing outbound email alerts and notifications from being delivered. Inbound emails will also be disrupted and NLA recipients may not receive these in a timely fashion.  

Cause:

The cause of the incident is unknown at this time.

Expected Resolution Time:

The resolution time is unknown at this time.

Next Update:

Please expect an update by 21:30

Friday
Aug262011

Monday 29th August 2011

NLA offices will be closed on Monday 29th August.   

To report urgent technical issues, problems or failures please email support@nla.co.uk.  All emails must be accompanied by a call to 08444 822 175.  

Please continue to send all missing content notifications to missingcontent@nla.co.uk, and all reprocessing requests to reprocessing@nla.co.uk.  Our processors will endeavour to get back to you as soon as possible.

Thank you.

Friday
Aug272010

Monday 30th August Bank Holiday 

The NLA offices will be closed on Monday 30th August.   

To report urgent technical issues, problems or failures please email support@nla.co.uk.  All emails must be accompanied by a call to 08444 822 175.  

Please continue to send all missing content notifications to missingcontent@nla.co.uk, and all reprocessing requests to reprocessing@nla.co.uk.  Our processors will endeavour to get back to you as soon as possible

Friday
May282010

Monday 31st May Bank Holiday

The NLA offices will be closed on Monday 31st May.   

To report urgent technical issues, problems or failures please email support@nla.co.uk.  All emails must be accompanied by a call to 08444 822 175.  

Please continue to send all missing content notifications to missingcontent@nla.co.uk, and all reprocessing requests to reprocessing@nla.co.uk.  Our processors will endeavour to get back to you as soon as possible.