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SVAA National Helpdesk (Capgemini)
The Supplier Volume Allocation Group (SVAA) National
Helpdesk provides a single point of contact for all market
participants and third parties. It covers problems, enquires,
requests and change requests concerning the SVAA service, in
regard to Daily Profile Production, Settlement Runs and Market
Domain Data.
Telephone 0870 333 2483
Fax 01463 258424
Email ISRA.Helpdesk@capgemini.co.uk
Hours 08:00 – 18:00 working days
A voicemail/answerphone facility is supplied for ‘out
of hours’ service.
| Type of incident (this is only a guideline) |
Severity Level |
1st Call Back to caller |
Follow-up Calls to caller |
Escalation to the Customer |
| Immediate, sustained or potential threat to the
Settlement Timetable and output to SAA; or, major problems
for Suppliers, Suppliers’ Agents or Public
Distribution System Operators related to reports |
1 (Very High) |
10 Minutes |
Within timescale agreed with caller |
1 Working Hour |
| Severe impact on the accuracy of Settlement Data
input |
2 (High) |
0.5 Working Hours |
Within timescale agreed with caller |
8 Working Hours |
| Minor data errors |
3 (Medium) |
4 Working Hours |
Within timescale agreed with caller |
2 Working Days |
| General queries / enquiries |
4 (Low) |
1 Working Day |
Within timescale agreed with caller |
7 Working Days |
The SVAA National Helpdesk uses the ‘EARS’
problem logging system supplied by Remedy. Currently there are
four priority levels, as set out below:
| Priority |
Accept |
Fix |
| 1 |
10 Minutes |
1 Hour |
| 2 |
30 Minutes |
8 Hours |
| 3 |
4 Hours |
2 Working Days (WD) |
| 4 |
1 WD |
7 WD |
EARS currently has 16 main Category options, each category
has a number of Detail Category options, which in turn have a
number of Sub-Detail Category possibilities.