Print This Page
ELEXON Helpdesk
The ELEXON Helpdesk accepts all enquiries relating to the balancing and
imbalance settlement processes and supply competition within Great Britain from
and in support of BSC Parties and BSC Party Agents within this process.
Telephone 020 7380 4222
Email helpdesk@elexon.co.uk
Website www.elexon.co.uk
The ELEXON Helpdesk is open between the hours of 8.30 to 5pm from Monday to Friday. For operational assistance outside these hours please refer to the Out of Hours Operational Support page.
Frequently Asked Questions
To view frequently asked questions refer to the FAQs page, available from the Related Links menu on the right-hand side of this page. The Helpdesk also produces a monthly FAQ sheet, taken from queries logged in the previous month which is also available from this page 
Top 6 FAQs for February 2008(37Kb)
.
Log a Call
To log a call with ELEXON, you can call or email with the above details or alternatively simply complete the ELEXON Helpdesk Form . Once the Helpdesk receives the query, you will receive an email confirming the reference number, details of the analyst that will deal with the call and the Service Level Agreement (SLA) that has been assigned.
Service Level Agreements
The ELEXON Helpdesk is unable to guarantee a resolution time to any query, but
does provide Service Level Agreements relating to the initial response
timescales for the call. The ELEXON Helpdesk uses a prioritisation matrix to
assess the urgency of the call but market participants can request a higher
urgency if necessary.
|
Type of Helpdesk Queries |
Service Level Agreements
|
Initial Response Time |
|
Immediate, sustained or potential threat to the Settlement Timetable and output
to SAA |
Very High |
10 minutes |
|
Severe impact on Parties, Party Agents and BSC Agents |
High |
30 minutes |
|
General BSC queries |
Medium |
4 hours |
|
General Information Enquiries
|
Low |
3 working days |
Feedback
We value your opinions and will do our best to address them. To give us feedback
on the service provided by the ELEXON Helpdesk, please complete the feedback
form available from the Related Link menu alongside.
ELEXON also carries out an annual customer satisfaction survey. Please click here for the results.
Helpdesk Call Standards
To ensure that Customer Service standards are being maintained and calls are being handled consistently and to a high standard, the Helpdesk ensures that all call records hold the following information, before they are closed on the system.
The analyst investigating must have:
- Spoken to the customer
- Confirmed the response in an email where necessary
- Ensured the helpdesk call includes a clear explanation of resolution of problem or query
- Ensured the call record includes details of all correspondence and associated documents sent to the customer
- Recorded customer’s approval to close the call
- Where the call is of a complex nature, confirmation that the appropriate manager has quality reviewed the call response before the call is closed by the helpdesk
- When call is placed ‘On Hold’ analysts have included details of why including:
- What information has been requested
- Who the analyst is waiting to hear from (internally or externally)
- The next agreed date for updating the customer
Should you require any information on previous calls that your organisation has logged, please contact the Helpdesk.
Call Cycle
Throughout the call cycle, the Helpdesk team monitors progress and ensures
response times are being met. A diagram of the call cycle is shown below.
