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How to raise an issue

1. Speak to the champion user in your area to check if you’re dealing with a known issue.

2. Check the Troubleshooting page for any relevant info/workarounds

3. Perform a search in the online help site to see if there is additional information on the issue on the ‘how to’ page for the feature you’re using

4. Check the Lawmaker Support Portal (link on Lawmaker Sharepoint) to see if the issue has already been raised

Normal office hours

Contact the Lawmaker Superusers for any further support and advice. They will raise the issue on the Lawmaker Support Portal for escalation if required.

Weekdays until 9pm

If Lawmaker appears to be unavailable or to have stopped responding (e.g. if you can’t open documents in the Editor) or if you encounter some other urgent issue, you should raise it using one of the following means:

1. Raise an Urgent system issue request type issue on the Lawmaker Support Portal which will immediately alert the service team, or

2. Call the service team using their escalation number

1. One of the service team will pick up your call as soon as possible.

After 9pm and at weekends (and it can’t wait until normal office hours)

1. While a member of the service team may be able to assist outside core hours, there is no guarantee of that and you can instead escalate the issue directly to our contractor, Leidos

1. (see Sharepoint for number. (monitored 24/7.)

2. If Lawmaker is unavailable, also report it to PDS helpdesk on x2001 to check whether it might be a wider issue affecting Parliamentary Estate rather than Lawmaker.