Changes to Mosaic service

8 May 2025

Summary

This update outlines changes to the Mosaic Service support taking effect from May 2025.  

Why are we making changes? 

We are reducing the level of Mosaic service support in order to focus team capacity on launching Mosaic’s successor, Fresco.  

What changes are being made? 

  • Response times to answer support requests

As the team are shifting attention to establishing Fresco, queries we receive about Mosaic on emailed Service Requests and OSM support tickets will continue to be answered, although responses may take longer than usual. An explanation of response times is provided on our Service Level Agreement 

  • Updates to documentation 

We will not be issuing any substantial updates to the current Mosaic documentation. You can continue to browse existing documentation, help and FAQs guidance

  • Feedback forms

Pages on this website ask if the content is useful or not:

was this page useful feedback yes no screenshot

 

Feedback forms will no longer be reviewed as we are not actively developing and improving Mosaic  

This component on your own webpages will continue to function and you will be able to continue reviewing feedback provided through it as usual  

  • Mosaic Consultations 

Mosaic consultations, a service where the team provides personalised support for sites, will be suspended whilst we focus on developing Fresco. If you have queries about setting up and maintaining a website, please refer to our FAQs

Will I still be able to use Mosaic and get support? 

Yes. Whilst we are developing Fresco and making the above changes, support for the Mosaic platform will not stop completely. If you have a Mosaic site, you will still be able to use this website to browse guidance and submit support tickets. 

You can read about the extended support arrangements for Mosaic in our HeroDevs article. 

Provisioning for new site requests on Mosaic 

As the Mosaic service transitions to Fresco, new site requests on Mosaic will be tapered off over time, with dates to be announced. A separate update will be provided when the process for doing this is confirmed.