Bid Engine

Console · help

Help and support

Who to contact, how quickly they respond, what is currently running well and answers to the questions operators ask most.

Contact supportKnowledge bank

Console support

Bugs, access problems and anything blocking a live bid.

Response target
Under 2 hours
Hours
Mon to Fri, 08:00 to 18:00
Email the support desk

Bid desk

Strategy, win themes, review chairing and submission readiness.

Response target
Same working day
Hours
Mon to Fri, 09:00 to 17:30
Email the bid desk

Governance and audit

Approvals, role changes, RLS questions and audit evidence requests.

Response target
Next working day
Hours
Mon to Fri, 09:00 to 17:00
Email governance

Critical escalation

Submission at risk inside 48 hours, or a blocked handoff on a live bid.

Response target
Under 30 minutes
Hours
Extended cover during live submissions
Open the alert centre

Service status

Refreshed continuously
  • ConsoleAll screens responding
  • OrchestratorAgent runs within target latency
  • Handoff routesTwo routes queued above normal depth
  • Alert deliverySlack and email delivering

Common questions

8 of 8 shown

Still stuck on a live bid

Escalate through the alert centre so the response is logged against the bid audit trail.

Open alert centre