Spatial NI is committed to providing reliable and resilient services for its customers.
While every effort is made to maintain continuous availability, there may be occasions when services are temporarily unavailable due to planned maintenance, essential upgrades, security patching, or unforeseen technical issues. Planned maintenance activities will be communicated in advance wherever possible.
Availability Target
Spatial NI aims to maintain a minimum platform availability of 95% across its services. Monthly performance statistics are published to demonstrate actual availability achieved during each reporting period.
Monthly Service Performance
The table below provides monthly service availability statistics for the Spatial NI platform.
| Reporting Period | Business Hours Availability (Monthly) |
|---|---|
| May 2026 | 98.55% |
| June 2026 | 99.86% |
| July 2026 | 100% |
Business Hours Availability (Monthly) represents service availability during core business hours (9:00am to 6:00pm) for the reporting month only.
Spatial NI provides support for the Spatial NI platform.
Support is available Monday to Friday, 09:00–17:00 (excluding public holidays).
What we support
The Spatial NI Support Team can assist with the following products & services:
Other OSNI Products and Services
If your query relates to an OSNI or Land & Property Services (LPS) product or service that is not part of the Spatial NI platform, please contact the OSNI Mapping Helpdesk at OSNI Mapping Helpdesk
How to Raise a Support Request
Spatial NI platform support requests should be submitted using the Contact Us form available on the Spatial NI website.
Requests are reviewed and prioritised by the Spatial NI Support Team to ensure issues affecting service availability, platform functionality, and customer access are addressed as quickly as possible.
For INSPIRE-related queries, please contact the Spatial NI INSPIRE Team
Support Request Categories
Support requests are categorised as either Incidents or Service Requests, allowing the Spatial NI Support Team to prioritise and manage requests appropriately.
Log an Incident if something that previously worked is no longer working, or a Spatial NI service is unavailable.
Log a Service Request if you require access, guidance, support, a configuration change, or a new capability that you do not currently have.
| Category | Description |
|---|---|
| Incident | An unplanned interruption to, degradation of, or unexpected behaviour within a Spatial NI service or application. Examples include service outages, unavailable web services, map viewer errors, broken functionality, login issues, or performance problems affecting normal use of the platform. |
| Service Request | Requests for access, guidance, support, configuration changes, feedback, or enhancements relating to Spatial NI services. Examples include requests for web service access, assistance using platform features, support with APIs, suggestions for improvement, or general Spatial NI service enquiries. |
Incident Management
The Spatial NI Support Team prioritises incidents according to their impact on the Spatial NI platform, services and users.
| Priority Level | Priority Type | Description | Target Response Time | Target Resolution Time |
|---|---|---|---|---|
| 1 | Blocker | Complete loss of the platform or a critical service affecting all users. | 4 hours | 1 working day |
| 2 | Critical | Loss of a major platform component or service affecting multiple users. | 4 hours | 2 working days |
| 3 | Major | Significant loss of functionality affecting normal use of the platform and services. | 8 hours | 5 working days |
| 4 | Normal | Issue causing inconvenience but not preventing use of the service or platform. | 1 working day | Next planned release |
| 5 | Minor | Cosmetic or low-impact issue. | 2 working days | Next planned release |
Service Requests
The Spatial NI Support Team prioritises service requests according to business impact and complexity.
| Priority | Priority Type | Description | Target Response Time | Target Resolution Time |
|---|---|---|---|---|
| 1 | High | Request required to enable use of a Spatial NI service. | 1 working day | 5 working days |
| 2 | Medium | Guidance, advice, or assistance in using the platform and services. | 2 working days | 10 working days |
| 3 | Low | General enquiries, feedback, or enhancement requests. | 2 working days | Future release or as agreed with the customer |
Definitions
Target Response Time - The time between a request being submitted and acknowledgement by the Spatial NI Support Team.
Target Resolution Time - The time between a request being submitted and the issue being resolved, advice being provided, or an agreed workaround being implemented. Response and resolution times are service targets and may vary depending on the complexity of the issue, dependencies on third-party systems or suppliers, and the nature of the request. Where a resolution cannot be achieved within the target timeframe, customers will be kept informed of progress and any revised timescales.
If you wish to make a complaint regarding a Spatial NI service, please refer to the Land & Property Services (LPS) Complaints Procedure.