• Services provided by the NHSE TEL support team include assistance for users encountering issues with username/password, account access, registration, certificates, and other functionalities related to the TEL platforms. 

    Service Availability 

    • Days of Operation: Monday to Friday 

    • Hours of Operation: 9am to 5pm 

    • Exclusions: Closed on weekends and bank holidays 

     

    A live chat service is provided Monday to Friday, 10am to 3pm (subject to availability). 

     

    Response Times 

    Incidents and requests will be categorized into three priority levels, each with specified initial response times: 

    • Priority 1: 

    • Description: Critical issues affecting access (e.g., username/password issues, locked accounts) 

    • First Response Time: 4 hours (0.5 working day)


    • Priority 2: 

    • Description: General enquiries and issues (e.g., registration issues, certificate requests, specific platform requests, AICC) 

    • First Response Time: 8 hours (1 working day)


    • Priority 3: 

    • Description: Other issues (e.g., bulk registration, feedback on elearning sessions) 

    • First Response Time: 16 hours (2 working days)

     

    Bulk Registration Service (bulk upload) 

    When submitting requests for account creation via bulk upload, users are expected to provide a complete and accurate spreadsheet containing all required information for each account. Any missing or incorrect details will result in the spreadsheet being returned for corrections, delaying the account creation process. 

     

    Each spreadsheet must contain a minimum of five accounts; requests for single user accounts should be collated and submitted once this threshold is reached. In the case of the threshold not being reached requests may be submitted weekly. Additionally, multiple requests received within a short space of time may be combined and processed together to streamline the workflow. 

     

    In most cases, local admin access can be granted to enable organizations to create accounts independently – please contact the support team if you do not already have this access.