Using DCSA Support

DCSA Support is the structured communication channel used by DCSA and its partners to coordinate technical, operational, and onboarding activities.

The Support Portal enables authorised users to:

• Submit questions and requests

• Report issues or unexpected behaviour

• Share product or standards feedback

• Coordinate onboarding and access

• Track progress and responses in one place

Access Requirements

The Support Portal is available to Authorised Support Contacts (ASCs) designated by partner organisations.

If you need access but are not yet an ASC, you may:

• Request access through the portal, or

• Ask your organisation’s existing ASC to initiate the request

DCSA Support may request confirmation to ensure correct and secure access.

Submitting a Request

To submit a request:

1. Go to the Support Portal (support.dcsa.org)

2. Sign in using your Support Portal credentials

3. Click Submit a Request

4. Select the most relevant request category

5. Provide details to help DCSA understand and action the request

6. Submit

You will receive an email confirmation and can view updates in the portal.

What You Can Use DCSA Support For

DCSA Support handles a variety of request types reflecting how DCSA collaborates with partners.

You may contact DCSA Support for:

Technical or Operational Questions

Examples:

• Standards or API clarification

• Integration behaviour questions

• Identity Exchange or OVS Hub onboarding queries

• Interoperability considerations

These are common during implementation and operations.

Issues or Fault Reports

Examples:

• Unexpected API responses

• Performance or connectivity concerns

• Behaviour inconsistent with documentation

Providing clear details (timestamps, environment, error codes, logs) helps accelerate investigation.

Feedback and Feature Requests (Products and Standards)

DCSA actively welcomes structured feedback from partners.

You can submit:

• Product capability requests

• Workflow or UX improvements

• Standards enhancements or clarification requests

• Suggestions based on operational or integration experience

Products currently accepting feedback:

• DCSA+

• Identity Exchange (coming soon)

• OVS Hub (coming soon)

Feedback submitted through DCSA Support ensures it is:

✔ routed to the correct team
✔ tracked internally
✔ responded to where clarification is needed

Onboarding and Access Requests

Use DCSA Support for topics such as:

• ASC requests or updates

• Environment or credential access

• Onboarding timeline clarifications

• Changes during onboarding phases

These requests are common during early partner engagement.

General Enquiries

If unsure which category applies, choose General Request under either Product or Standards/API sections, and DCSA Support will route it appropriately.

Tracking Your Requests

After submitting, you can view request status and history within the Support Portal. For each request you can see:

• Current status

• Conversation history

• Any required next steps

• Final resolution

If DCSA Support requires further information, you will receive an email notification.

How Communication Works

All communication about a request is kept together in the Support Portal.

You can:

✔ reply via email (to continue the thread), or
✔ reply directly in the portal

This ensures communication remains traceable and avoids lost context.

Who Can See Your Requests

Only:

• DCSA Support, and

• Authorised Support Contacts from your organisation

can view your organisation’s requests. Requests are not visible to other partners.

If You Need Access

To become an ASC or to request changes:

1. Go to the Support Portal login page

2. Request access, or

3. Ask your existing ASC to submit a request on your behalf

DCSA Support may request validation for security reasons.

Topics Not Handled by DCSA Support

The following should currently be handled outside the Support Portal:

• Contractual or commercial negotiations

• Legal enquiries

• Press or communications matters

Your DCSA representative can direct you to the appropriate contact.

Ensuring Efficient Handling

To help DCSA Support process requests efficiently, please:

✔ Include product context (DCSA+, Identity Exchange, OVS Hub, etc.)
✔ Specify relevant environment(s) (test, production)
✔ Provide logs or error codes where applicable
✔ Confirm business impact if reporting an issue

This reduces back-and-forth and accelerates resolution.

Summary for Quick Reference

Use DCSA Support for:

✔ Technical and operational questions
✔ Standards or API clarification
✔ Product issues or unexpected behaviour
✔ DCSA+ / Identity Exchange / OVS Hub feedback and feature requests
✔ Onboarding and access requests
✔ General enquiries

DCSA Support enables structured, secure, and traceable communication between partners and DCSA.