Our Spatial NI platform has been designed to be highly available. However from time to time, incidents may happen that render a component of our system to be unavailable. It may also be necessary to take components off-line for routine maintenance.
The service levels below highlight the level of service you can expect from Spatial NI.
Availability
Spatial NI agree to provide the following level availability across components of our platform:
| Platform Component | URL | Availability |
|---|---|---|
| Spatial NI Website | https://www.spatialni.gov.uk | 95% |
| Spatial NI Map Viewer | https://maps.spatialni.gov.uk | 95% |
| Spatial NI Applications | https://apps.spatialni.gov.uk | 95% |
Performance
Spatial NI agree to provide the following average load times for components of our platform:
| Platform Component | URL | Average Load Time |
|---|---|---|
| Spatial NI Website | https://www.spatialni.gov.uk | XX |
| Spatial NI Map Viewer | https://maps.spatialni.gov.uk | XX |
| Spatial NI Applications | https://apps.spatialni.gov.uk | XX |
Please note that performance may be affected by the speed of your internet connection. The figures highlighted above are average load times based on a number of differing scenarios.
We provide access to email support:
Monday to Friday 09:00 to 17:00 (excluding public holidays).
All requests for support must be logged from the contact us page on our website. These are split into 2 categories:
| Category | Description |
|---|---|
| Faults | Faults are unplanned interruptions to or quality reduction in the services provided by Spatial NI. |
| Requests | Requests are providing feedback or asking for an adjustment be considered to the Spatial NI platform. |
Faults
The Spatial NI support team will respond to faults based on the following priorities:
| Priority Level | Description | Symptom | Example | Goal Response | Goal Fix |
|---|---|---|---|---|---|
| 1 | Blocker | Spatial NI is not available | All components of the Spatial NI platform are unavailable including website, map viewer and applications | 30 minutes | 4 hours |
| 2 | Critical | A component of Spatial is unavailable | One component of the Spatial NI platform is unavailable (e.g.) website, map viewer or applications | 30 minutes | 1 day |
| 3 | Major | Intermittent failures of Spatial NI components | Functionality in a component is not working as expected (e.g. draw and measure in the map viewer) | 2 hours | 3 days |
| 4 | Normal | Problem does not impact on use but is 'annoying' to the user | Page launches on same browser tab rather than a new one | 4 hours | 5 days |
| 5 | Minor | Cosmetic issues | For example spelling errors | 1 day | 10 days |
Goal Response: the time between the initial notification of a fault and users being put in contact with a member of the Spatial NI support team. Goal Fix: the time between the initial notification and the fault being resolved or an appropriate work-around applied. |
Requests
The Spatial NI support team will respond to requests based on the following priorities:
| Priority Level | Description | Symptom | Example | Goal Response | Goal Fix |
|---|---|---|---|---|---|
| 1 | High | User requires a request to be completed to use the service | User requires credentials to access OGC web services | 2 hours | 1 day |
| 2 | Medium | User requires guidance on use of the platform | Query on how to use the map viewer | 1 day | 5 days |
| 3 | Low | Request does not impact on users ability use the platform | Query of terms and conditions or requesting new content | 1 day | 10 days |
Goal Response: the time between the initial notification of a fault and users being put in contact with a member of the Spatial NI support team. Goal Fix: the time between the initial notification and the fault being resolved or an appropriate work-around applied. |
What is a complaint?
A complaint is an instance in which a customer informs us that they are not happy about the service we provided. It can be about anything and could include when:
Making a complaint?
You can register a complaint in any of the following ways:
Land & Property Services
Corporate Correspondence and Complaints Unit
Lanyon Plaza
7 Lanyon Place
Town Parks
Belfast
BT1 3LP
Response Times
The LPS Corporate Correspondence and Complaints Unit will respond to your complaint as follows:
| Response Time | |
|---|---|
| Acknowledge receipt of complaint | 2 working days |
| Full response | 10 working days |
All complaints in relation to Spatial NI will be dealt with by the LPS Corporate Correspondence and Complaints Unit.