The ABR Service Desk supports government agencies with actioning ABR-related service requests and incidents requiring ABR action.
For all ABR-related requests or incidents, you should contact your agency's service desk first to triage all requests/incidents before raising a service request or reporting an incident to the ABR for action.
Service requests may include:
ABR web service requests may take up to 30 business days to resolve, depending on the nature of the request. It's the responsibility of the agency's service desk to monitor the progress of the request on behalf of the agency by liaising with the ABR service desk as required.
We will keep you informed of major incidents however you can check the response time and availability rate via the ABR Dashboard.
If you are unable to determine ABR web service availability from the ABR Dashboard, serious and critical issues should be reported to the ABR as an incident. Incidents may take up to 5 business days to resolve. It's the responsibility of the agency's service desk to monitor the progress of the incident on behalf of the agency working with the ABR service desk as required.
For all ABR web service requests and incidents, email email@example.com with the following information:
For more information about the support arrangements for ABR web services, refer to your Agency Support Guide or contact the ABR at firstname.lastname@example.org to get a copy.