Support, sender name and enrichment content changes (#101)

* Support changes:
- change available hours to 8am to 6pm to match silver service
- change link text for service now to match service now terminology

* Email sender name changes:
- new image that annotates the email sender name and from address more clearly
- terminology of 'from address' changed to 'email from address' throughout

* PDS enrichment clarification content:
- added content to /routing-plans that clarifies that we do not re-enrich contact details everytime a fallback occurs

* Fix anchor link at beginning of page

* 2i changes

* 2i changes v2

Author: jakecosgrove

docs/assets/images/email-sender-name-example-nhs-notify-3.png

@@ -11,13 +11,13 @@ permalink: /support/
 
 NHS Notify is a [silver service](https://digital.nhs.uk/services/reference-guide#service-levels) and is available 24 hours a day, 365 days a year.
 
-If you're using NHS Notify and need help, [raise a service request with Service Now](https://nhsdigitallive.service-now.com/csm).
+If you're using NHS Notify and need help, [submit a case with Service Now](https://nhsdigitallive.service-now.com/csm).
 
 If you have any general questions about NHS Notify, send an email to <[email protected]>.
 
 ## Office hours
 
-We can only respond to you during office hours. Our office hours are 8am to 5pm, Monday to Friday, excluding bank holidays.
+We can only respond to you during office hours. Our office hours are 8am to 6pm, Monday to Friday, excluding bank holidays.
 
 {% include components/details.html
 heading='Support outside of office hours'

docs/pages/support/support.md

@@ -20,6 +20,14 @@ You can set up routing plans to:
 - use specific message templates for different groups of recipients
 - stop sending messages to a recipient when a channel is successful
 
+## Routing plans and contact details from the Personal Demographics Service (PDS)
+
+NHS Notify checks for each recipient's contact details before we send any messages using a routing plan.
+
+This means that if we do not find a recipient's contact details for a message channel, we'll automatically skip that channel.
+
+We do not re-check for contact details each time there's a fallback in a routing plan.
+
 ## Message cascades
 
 A message cascade allows you to message a recipient with different channels in the order you choose. You can set up primary and secondary message cascades in your routing plan.

docs/pages/using-nhs-notify/routing-plans.md

@@ -15,7 +15,7 @@ It’s important that your recipients know and trust who has sent them a message
 You can change the:
 
 - [NHS App sender name](#nhs-app-sender-name)<!-- markdownlint-disable-line -->
-- [email sender name and from address](#email-sender-name-and-from-address)
+- [email sender name and from email address](#email-sender-name-and-from-email-address)
 - [reply-to email address](#reply-to-email-address)
 - [text message sender name](#text-message-sender-name)
 
@@ -48,17 +48,17 @@ If you send NHS App messages on behalf of other organisations or services, you c
 
 To use ODS code overrides, contact the onboarding team.
 
-## Email sender name and 'from' address
+## Email sender name and from email address
 
-Your email sender name is shown in your recipient's inbox when you send them an email. It appears alongside the email address your email was sent from, known as the 'from' address.
+Your email sender name is shown in your recipient's inbox when you send them an email. It appears alongside the email address your email was sent from, known as the from email address.
 
 {% include components/image-with-caption.html
-    src="email-sender-name-example-nhs-notify.png"
-    alt="A screenshot of an email inbox showing where the email sender name and from address will appear."
-    caption="An example of a recipient's inbox showing your email sender name and 'from' address."
+    src="email-sender-name-example-nhs-notify-3.png"
+    alt="A screenshot of an email inbox showing where the email sender name and from email address will appear."
+    caption="An example of a recipient's inbox showing your email sender name and from email address."
 %}
 
-Before you can send emails, you must choose and provide your email sender name and 'from' address during onboarding.
+Before you can send emails, you must choose and provide your email sender name and from email address during onboarding.
 
 ### Choosing your email sender name
 
@@ -77,9 +77,9 @@ Email sender names should not:
 - contain special characters such as .@%\_();
 - use abbreviations and acronyms unless they're well known by recipients
 
-### Email 'from' address
+### From email address
 
-NHS Notify uses your email sender name to create your 'from' address. If you include spaces in your email sender name, they will be added as full-stops in your 'from' address, for example:
+NHS Notify uses your email sender name to create your from email address. If you include spaces in your email sender name, they will be added as full-stops in your 'from' address, for example:
 
 {% include components/inset-text.html
     text='[email protected]'