DWP Support Matrix

For DWP:

Entity

Name

Role

Email

Telephone

Tungsten Automation

Daniel Marshall

Kofax Licensing

daniel.marshall@tungstenautomation.com

0786 766 15 35

Scansation

Sid Sutherland

Kofax Support

support@scansation.com

07730 620491

Agissar Corporation

Ryan Foley

Agissar Tracking Solution

ryan.foley@aggisar.com

(203) 209-3986

Kodak Alaris

Kyle Burman

Scanner Support

kyle.burman@kodakalaris.com

07886 000965

Restore Information Management

Simon Morgan

Head of Operations

Simon.morgan@restore.co.uk

07557 911007

Restore Desktop & Infrastructure Support

Mandy Marsden

Desktop & Infrastructure Support

globalitservicedesk@restore.co.uk

Restore Customer Support

Munisha Nandra

Customer Support

imdm.support@restoredigital.co.uk

Restore Datashred

N/A

Secure Data Destruction

N/A

Royal Mail Group Limited

Joshua Nadarajan

Mail Sortation Operations

joshua.nadarajan@royalmail.com

TBC

Coach Company

TBC

GlobalScape
Jake Honeybun
TBC Support@pro2colgroup.com
03331231240

The date and time from the point the incident is opened until the date and time the incident is resolved, regardless of where the incident is assigned and including all incident states.

P1 and P2 incidents Measured 24 hrs per day, 7 days per week, 365 days per year (366 days in a leap year)

Priority 1 = 90.00% in 2 hours

Priority 2 = 95.00% in 8 hours

P3 and P4 incidents measured 8am to 8pm Monday to Friday 8am to 5:00pm Saturday

Priority 3 = 95.00% in 20 hours (2 working days)

Priority 4 = 90.00% in 30 hours (3 working days)

Meet the overall contractual obligations as outlined by the Authority.