If you have any complaints about the NHSmail service, please email the national helpdesk. If you wish to raise an escalation, further information is detailed below.

NHSmail helpdesk

LAs and users have the option to escalate incidents they feel have not been dealt with in an appropriate way or where the resolution provided does not answer the original query. Support is in place to deal with escalations 24/7. NHSmail helpdesk escalation process steps:

• The LA / user provides the original ticket reference for the escalation being raised to the helpdesk.
• The LA / user to provide an explanation of the reasons for the escalation and why the previous feedback has not provided the solution required.
• The helpdesk should then perform an escalation to the appropriate Subject Matter Expert (SME).
• If the escalation response is not acceptable then a further escalation can be requested to a higher level.
• Once the issue has been resolved, the helpdesk (or SME that has been dealing with escalation) will notify the originator of the issue via telephone / email to confirm closure of the escalation before actual closure of the incident takes place.

Feedback mailbox

The NHSmail Live Service Team also deals with escalations, via the feedback mailbox. Users from Scottish organisations should contact National Services Scotland. The team will check the following details before raising an escalation with the supplier:

• If the incident / issue has already been recorded at the NHSmail helpdesk. If not, the LA / user will be asked to contact the helpdesk unless the incident / issue has service, security or clinical impact concerns.
• If the incident / issue is still within agreed Service Level Agreements (SLAs) for the severity type (if it has already been raised with the helpdesk), the LA / user will be advised to contact the helpdesk for an update. The agreed incident resolution time is 48 hours excluding non-core hours, non-core hours are 22:00 until 07:00 so effectively this is 3 working days. If a response has been provided by the helpdesk and this has not resolved the issue, and it’s still within 72 hours of the ticket being resolved / closed, the LA / user will be advised to contact the helpdesk to request that the ticket is re-opened.
• If an incident / issue remains unresolved after the above steps have been taken, it will be escalated by the NHSmail Live Service Team to the supplier.