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BSC Service Desk
The BSC Service Desk provides first line technical support to users of the BSC Central Services.
Telephone: 0870 010 6950
Email: bscservicedesk@logica.com
Hours: 24/7 service
Callers on behalf of BSC Parties will be asked to authenticate themselves as representatives of their organisation.
Logica is one of ELEXON’s contracted BSC Agents. It provides the following services to enable the BSC arrangements:
- Central Registration
- Settlement Administration
- Central Data Collection
- Balancing Mechanism Reporting
- Energy Contract Volume Aggregation
The table below provides a guide to the resolution of queries to the BSC Service Desk.
| Type of incident |
Severity Level |
1st Call Back to caller |
Follow-up Calls to caller |
Escalation to the Customer |
| Major incident which affects the whole or the majority
of the industry. Immediate or sustained threat to the
Settlement Timetable and output to Funds Administration
Agent (FAA). Potential impact on Settlement Timetable or
major problems for BSC Service Users with reports. |
Very High |
10 Minutes |
Every 20 Minutes |
1 Hour |
| One or more participants have a problem which prevents them from trading. |
High |
10 Minutes |
Every 1 Hour |
8 Working Hours |
| Minor data error or other problem which does not fall
into one of the more urgent categories above. |
Medium |
4 Hours |
Every 8 Hours |
2 Working Days |
| General queries and non-urgent requests, such as communication orders, new entrant processing or Dispute queries. |
Low |
24 Hours |
Every 24 Hours |
7 Elapsed Days |
All queries logged with the BSC Service Desk are recorded and assigned an appropriate Severity level. Where necessary, calls will be passed between the ELEXON Helpdesk and the BSC Service Desk so they can be dealt with most appropriately. If your query raised with the BSC Service Desk cannot be resolved within the specified time limit it will be escalated to ELEXON.