Support Service
Support Service of the Velocity Interoperability Network
The Support Service is the first point of contact for members and users of the shared services of the Velocity Interoperability Network. Consult the FAQ for answers to common questions, or submit a request and it will be passed to the responsible office.
Latest announcements
All news- Support Service of the Velocity Interoperability Network Established
The Support Service has been formally established as the first point of contact for members and users of the shared services of the Network, and today launches its official website at support.gov.vin.
- Support Service Publishes Service Standards and First Performance Figures
The response times the Service works to are published from today, together with the first figures on performance against them: 2,146 requests were received under interim arrangements between 10 August and 5 September 2026, and 96 per cent were acknowledged within two working days.
- Support Service Issues Guidance for Member Administrators
Guidance published today sets out what the administrators appointed by member organisations do themselves, what they bring to the Service, and how a new member of staff is given access to the shared services of the Network.
On this site
- FAQ
Answers to common questions on access, outages, incidents, membership and standards.
- Request Support
Submit a request about access, connectivity, standards or any other matter.
- Request categories
What the four categories cover, what the form asks for each, and how to choose between them.
- Reporting an outage
How to report the loss of a shared service, how reports are grouped into incidents and what happens next.
- How we work
What happens to a request from the moment it is received until it is closed.
- Service standards
The response times the Support Service works to, how they are measured and how the Service has performed against them.
- Where to send your enquiry
Which office answers each kind of enquiry, how quickly to expect a reply, and the volume of requests received.
- Reference numbers and the register
What a reference number means, what the register records and how to follow up a request.
- Guidance for member administrators
What administrators of member organisations do themselves and what they bring to the Service.
- Newsroom
Press releases and official statements of the Support Service.
How we work
Every request is logged, acknowledged and either answered by the Support Service or referred to the department or office responsible. The Service does not itself operate the Network or set its standards; it makes sure that the right office hears from you.
Each request is given a reference number on receipt. Quoting it in any further message adds the message to the same entry in the register and brings it to the officer handling the request.
Where to send your enquiry
Most enquiries are answered by the Service itself. Standards and certification matters go to the Standards Office, membership matters to the Registry, and planned maintenance is announced by the Status Service. Security incidents are not handled by the Service at all.
The Contact Us page lists every kind of enquiry the Service receives, says which office answers it and gives the reply to expect, so that you can write to the right place first time.
The Service in figures
Service standards- 2,146
- Requests received under interim arrangements, 10 August to 5 September 2026
- 2
- Working days: acknowledgement of every request
- 5
- Working days: target for a first substantive reply
- 96%
- Requests acknowledged within two working days in the transition period
About the Support Service
The Support Service receives requests on behalf of the departments and offices of the Velocity Interoperability Network, answers those it can, and refers the rest to the office responsible. It was established on 6 September 2026.
Administrators of member organisations are the first line of support within their own organisations; the Service publishes guidance for them on what to do themselves and what to bring to the Service.
