1. Our Help Desk and Operations are automatically notified when an error occurs while submitting Supporting Documents (S.Docs). Brokers are not notified
2. Our Customer Support team reach out to the Broker by phone, or failing that by email
3. If the error can be worked around (e.g. a timeout issue):
Customer Support will work with the Broker to get the Application submitted
The error will be analysed and a ticket will be created in Teamwork for the relevant party, or our Guidebook team to work on
4. If it is a 500 error, we will:
Follow your Playbook in Teamwork for contacting the appropriate people to have the issue investigated
5. If an issue cannot be resolved immediately, our Customer Support team will:
Notify the broker of an ETA
Advise when the issue is resolved