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Contact support

Wych support is managed through our JIRA Service Management portal. This ensures requests are tracked, prioritised, and handled consistently.

Support via JIRATracked and auditable

Raise a support ticket​

Use the support portal to raise a ticket:

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If you have already emailed someone at Wych, please raise a ticket anyway.
The support portal is the system we actively monitor and use to manage prioritisation and response.

What to include in your ticket​

Including the right detail upfront helps us resolve issues faster.

Required details​

  • Product area: Data Recipient, Compliance Validation, or Data Holder
  • Environment: non-production or production
  • Timestamp and timezone
  • What you were trying to do (expected result)
  • What happened (actual result)
  • Request URL and method
  • Response status code and error payload
  • Correlation / request ID from response headers (if present)
  • Steps to reproduce
  • Screenshots (where relevant)
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Do not include secrets, private keys, or customer/end user details in tickets.

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All dates and times used by the Wych system are presented in UTC unless explicitly stated otherwise.

Severity and impact​

When raising a ticket, describe:

  • who is impacted (single user, multiple customers, all customers)
  • whether production is affected
  • whether there is a workaround

This helps us triage the ticket appropriately.

After you submit​

You will receive updates through the ticket. Please keep all follow-up questions and additional evidence in the same ticket so the full history remains in one place.

Not sure where to start?​

If you are unsure what information to provide, start with the checklist on the troubleshooting page: