Prospectus Plus has been designed to be fault-tolerant, and scalable, so service disruptions are unlikely. But there are a few closures that will impact the availability of our support team.

Our closures

Prospectus Plus considers a normal operation day to take place between 9am-5pm GMT, Monday-Friday. We are closed outside of these hours.

We also observe UK National Holidays, and each year we take an all-company break at the end of the year. We account for some additional days throughout the year where we may be unable to answer service desk requests. During these times, our service desk will not respond to your requests.

Overall, you can expect no more than 20 working days per year where our service desk is not available for responses.

You can continue to open service desk requests during a closure, but we assure you that Prospectus Plus is monitored 24/7 and resulting alerts remain in place throughout closures. Limited staff will receive these alerts, and will intervene in the event of a significant service disruption.

What to expect

Ultimately, your success is our success – and we’ll do our best to make sure that you’re always online to succeed.

We will inform you ahead of any planned closure that is not a UK National Holiday. This will be either via the Dashboard live chat widget, or an email to your nominated point-of-contact.

Critical issues that affect your prospectus uptime are continually monitored. If your prospectus is unavailable, we will do our best to return service as quick as possible. Our response times may be a little slower than usual, as we may not be immediately at our desks.

Non-critical requests will not be responded to during closures. This includes (but is not limited to):

Support with content creation
Training requests
Issues with how your prospectus looks

Who to contact?

You should continue to open service desk requests via our dedicated forms. It might be tempting to email a member of staff personally, but our form gets the request to the right person faster, and makes sure that our staff can get the rest that they deserve.

What else can I do?

If you are able to, you should inform us ahead of closures about anything that you feel we should know about during a closure. We may be able to help if we know in advance.