networks service level agreements · quotation doc end t/l 1 release the billing block on quotation...

Networks Service Level Agreements

Version#

0.6 Draft

Issue Date

08-04-2004

Networks - Service Level Agreement MPDs V 0.6.doc of 28

5 working days

1. text ….Receive &Validate

Send 010

1. text ….

Send 102R toNew Supplier

SLA for Change of Supplier NQHMPD 1

1. text ….Send 110 message to oldsupplier plus initial

acceptance message (102/102P) to new supplier.

1. text ….Get ScheduleRead

1. text ….Get NonSchedule Read

3 working days

Receive 105Receive 310/

320

1. text ….

Handle CoScustomer read(010 or 210)

1. text ….RegisterMPRN with

new Supplier

End T/L 2

1. text ….Perform Meter Works(energisation beforeissuing 102 or MCCchange after 102)

1. text ….SendConfirmation toboth Suppliers

105

1. text ….Send CoSReading to

both Suppliers

310/320

Star

t T/L

1

End T/L 1

End T/L

1

15 working days

Start T/L 2

10 working days

N.B. Many DependenciesPermitsAccessCustomer acceptance of ConnectionAgreementComplex Meter arrangements outside control ofNetworks

Trigger - T/L 1Request received

End - T/L 1Initial Acceptance (102 - full

acceptance or 102P -Provisional acceptance) sent

to New Supplier andNotification sent to Old

Supplier

Trigger - T/L 2Issue of initial acceptance

to New Supplier

End - T/L 2Issue of

confirmation &readings to supplier



Provisional acceptance)sent to New Supplier andNotification sent to Old

Supplier

Connection agreements depend on customeracceptance of Terms & Conditions


Send 010

1. text ….

Send 102R toNew Supplier

1. text ….Send 110 message to oldsupplier plus initial

acceptance message (102/102P) to new supplier.

1. text ….Get ConnectionAgreement if required 1. text ….Re-energise & take

Read

No MRSO time-out -permitted time will

depend on DSO re-energisation SLAs

5 working days

1. text ….Send MeterDetails tosupplier

1. text ….RegisterMPRN with

new Supplier1. text ….Full acceptance of

CoS

Receive 331

End T/L 2

331

SLA for Change of Supplier QHMPD 2

Start T/L 2

End T/L 1

End T/L

1

Star

t T/L

1


End - T/L 1Initial Acceptance (102 - full

acceptance or 102P -

Trigger - T/L 2Full Acceptance of

CoS

End - T/L 2Issue of

confirmation tosupplier

1. text ….SendConfirmation toboth Suppliers

Receive 105

105

N.BRe-energisation for QH sites are complex due tosizeSLA for re-energisation applied

3 working days

1. text ….

1. text ….Notify new supplier ofcancellation rejection

on flow 111R

1. text ….Notify Old supplier ofcancellation on flow

111A1. text ….Receive and inform

new Supplier on flow111R

1. text ….

Send cancellationdisagreement - 011A

1. text ….

Send cancellationagreement - 011A

1. text ….Receive and informnew Supplier on flow

1111. text ….Inform old Supplieron flow 111

CoS Cancellation process - MPD 3

No SLA owing to the high degree ofinteraction between both suppliers

manual and MRSO

Receive &Validate

Send 011



Send 012

1. text ….Notify old supplier ofobjection rejection on

flow 112R

1. text ….Notify New supplier ofobjection (for erroneous

transfer) on flow 112

1. text ….Receive and validate011

1. text ….

Notify MRSO of cancellation -flow 011 - within 10 days for

this process1. text ….

Reject claim -no response

1. text ….Notify New and oldsupplier of cancellation -

flow 111

1. text ….Notify New supplierof rejection - flow

111R

1. text ….Receive and validate

1. text ….

Notify MRSO ofwithdrawal of claim

Flow 012W

1. text ….Send flow 112W to NewSupplier to notify ofobjection withdrawal

1. text ….Manually notify Oldsupplier that no open

objection in place

1. text ….CoS Objection timesout after 10 days

1. text ….Notify new supplier of objection withdrawal onflow 112W and old supplier of objection

rejection on 112R

In cases where meterworks has beenrequested then adegree of manual

intervention is required

CoS objection process - MPD 3

As the consultation paper on debt management is, as yet,under discussion no SLA has been prepared for this

process. This may be reviewed in the light of the outcomeof such discussions


1. text …. 1. text ….DetermineMD

Customer1. text

….Validate/EstimateReadings

1. text ….Receive &Process

1. text ….Take Specialread

1. text ….Wait 5 days from

CoP date &assess Alternative

Supplier

1. text ….Send Message 105/320to SoLR or alternativesupplier as appropriate

1. text ….Send Message105 to TSO

Allows Supplier 5 days to provide remedy

Confirmstermination ifno remedy in

5 days

1. text ….Notifies

customers oftransfer to

SoLR

1. text ….Send Message010/210

1. text ….Send mess310 to Ter

age 105/minated

supplier

Subject to DC SLA aswell as the MRSO

requirement for a readat CoP date

Subject to MRSOrequirement for a read

at CoP date

Revert to Supplier of Last ResortMPD 4

Due to the exceptional nature of this process itdoes not lend itself to being monitored

Sendmessage

102N to SoLR

Send MRSOTermination

Notice & CoPDate


Inform Supply ofacceptance & MeterDetails & Readings

SupplierReceives

confirmationmessage

101 / 332

New NQH Connection - MPD 5

Cust sendsApp Form

Prepare Quote forCustomer

Install & Energisemeter point

Make/ValidateAppointment if

required

Terms Accepted &Construction starts

Con AgtDownpaymentContract A/C

Star

t Tim

eline

1

Star

t Tim

elin

e2

End Timeline 1

CustomerDependencies e.g.

Wiring Cert

End Timeline 3

N.B. The customer may request anappointment date outside the

Customer Charter timeline

G9

End

Tim

elin

e 2 Start Tim

eline 3

10 working days

Supply/Customer>30kva?

A Supplier Reg isRequired

1. Conditions of Network Customer Charter apply2. Condition of Supplier Registration applies for connections greater or equalto 30 kva as it will delay energisation and is outside limits of Customer Charter

Customer submitspayment and agrees

to T & C’s

€

Trigger - T/L 1Create the

Quotation Doc

End T/L 1Release the

billing Block onQuotation Doc

Trigger - T/L 2Create

Sales Order

End T/L 2Physical

Energisationof Meter Point

for Cust

Trigger - T/L 3Competition

Process

End T/L 3Market

messagesent

G6 Cust. Charter(i.e. completion of connection within 2 weeks of receipt of ETCI Cert subject to the

conditions in the charter being met.)

G5 Networks customer Charter

(ie. 7 working days when no site-visitis required, 15 working days when a

site visit is required


New QH Connection MPD 6

Inform Supply ofacceptance & Meter

Details

SupplierReceives

confirmationmessage

101 / 331

Cust sendsApp Form




required



Star

t Tim

elin

e 1

Star

t Tim

elin

e 2End Tim

eline 1

End Timeline 3

Start Timeline 3

End Tim

eline

2

N.B. The customer may request anappointment date outside the SLA

timeline

G9


to T & C’s

€Customer

Dependencies e.g.Wiring. Cert

10 working days

Connection to larger development can requiresignificant planning , input and resources and mayrequire a longer time frame


A Supplier Reg isRequired

Trigger - T/L 1 Create the

Quotation Doc

End T/L 1Release the


Trigger - T/L 2Create Sales

Order

End T/L 2At Energisationof Meter Point

End T/L 3Market

messagesent

Trigger - T/L 3Begin the

CompletionProcess







New Non Despatchable Generator MPD 7

Inform Supply ofacceptanceMeter Detail

Readings

ors &

SupplierReceives

confirmationmessage

101 / 331

Cust seApp Form

nds




required



N.B. No SLA as special connection requirements are required to becarried out by agreement between client and ESB Networks


A Supplier Reg isRequired to proceed

CustomerDependencies e.g.Wiring. Cert, G10


to T & C’s

€


Inform Supply ofacceptance orMeter Details &

Readings

SupplierReceives

confirmationmessage

301 / 331 / 332

Time Line for Change to Meter Point characteristics MPD 8

Cust submitsMIC

applicationchange

D AgtDownpaymentContract A/C

etc.

Star

t Tim

eline

1

Star

t Tim

eline

2

End Timeline 1

Payment & Custagrees to T&C’s

€

CustomerDependencies where

required e.gW. Cert, DOF

ETCI, DOFDucts

End Timeline 3

Start Timeline 3En

d Ti

meli

ne 2

SupplierReceives

301N

301NG9

N.B. The customer may request anappointment date outisde the SLA

timeline

1. Change to meter point characteristics is similar to new connection process inCustomer Charter, however there are areas that are complex2. Network Customer charter is initial guidelines here3. Review during market opening process in 2005

10 working days

Trigger - T/L 1Create the

Quotation Doc

Start T/L 2Create Sales

Order

End - T/L 1Release the


End T/L 2Energisation

of Meter Point forCusr

Trigger - T/L 3Completion

Process

End T/L 3Market

messagesent






Meter WorksMake/ValidateAppointment if

required

Becomesschedulable &

Construction starts



SupplierSends 017

Validate Request

SupplierReceivesrejection

117RProcess CX111 &

Inform of De-energisation,

readings and meterworks as

appropriate

SupplierReceives

confirmationmessage

306/332/106D

De-energisation of a Meter Point - MPD 9

Create Call & carryout physical work

Star

t Tim

eline

1 End of Timeline 2

Work Becomesschedulable

End Tim

eline

1

Total Time:15 working

days

This will be an automated processwith some exceptions

5 working days 10 working days

Start Timeline 2

Trigger - T/L 1Request

validated and allpermits cleared

End T/L 1 &Trigger - T/L 2Physical work

completed

End T/L 2Meter data capture and data

processing. Network Billing toissue data to supplier


SupplierSends 017

Validate Request


117R

Notify of Delay

Process CX111 &Inform of re-energisation,

readings and meterworks as

appropriate

SupplierReceives

confirmationmessage

307/106E/332

Re-energisation of a Meter Point - MPD 10

Make/ValidateAppointment

SupplierReceives

Notification ofdelay

117D

SupplierReceives

Appointmentrejection

137R

Create Call & carryout work

Work becomesschedulable


N.B. The customer may request anappointment date outside the timeline




Star

t Tim

elin

e 1 End of Timeline 2End

Timeli

ne 1 Start Timeline 2

Total Time:15 workin

daysg


completed

End T/L 2Meter data capture and dataprocessing. Network Billing to

issue data to supplier

Customer sends wiringcert/Connection

agreement etc asrequired


SupplierSends 030

Validate Request

SupplierReceives

130R

130R

Notify of Delay

Process CX111 &Inform of meter

works completionand readings as

appropriate

SupplierReceives

confirmationmessage

332/331

Change to meter configuration - MPD 11

Make/ValidateAppointment

SupplierReceives

130D

130D

SupplierReceives

137R

137R

Create Call & carryout work

Work becomesschedulable




Star

t Tim

eline

1 End of Timeline 2End Tim

eline

1 Start Timeline 2


days


completed

End T/L 2Meter data capture and data

processing. Network Billing toissue data to supplier


N.B. The customer may request anappointment date outside the timeline

Customer sends wiringcert/Connection

agreement etc asrequired


SupplierSends 260

SupplierReceives 311

311


261


/ 331

332/331

Meter Problems and Report of Damage MPD 12

Customer/D.C.

No Action Needed

Consultation withCustomer& Supplier

MO site visit

Due to the protracted nature, legal issues and therole of meter security this business activity doesnot lend itself to being monitored in a public way

Evaluate ReportMake/ValidateAppointment if

required

On site MWinvestigation

Process CX111 &Discrepancy Report

Pass on Reads & orMeter Details

Process & NotifySupplier of

Potential Fault

Meter SecurityInvestigation

Process

Resolve & InformSupply ofresolution


1. text ….Process & Sendestimate

NQH Scheduled Read - MPD 14Block Estimates

305

Receive estimate

Start Timeline 2

Trigger - T/L 2Scheduled Read date

7 working days

End - T/L 2100% Block estimates

issued

End timeline 2

There will be no back to back blockestimates


1. text ….

Receivecustomerreading

Out of cycle customer read - MPD 14

1. text ….

Validatecustomerreading

Suppliersends

customerRead

210

Star

t Tim

elin

e 1

3 working days

Trigger - T/L 1Creation of meter

reading order

1. text ….

Sendcustomerreading

1. text ….

Receivevalidated

customer reading

300

End of Timeline 1

End T/L 1Issue of meter

read

SendCustomer

read throughIVR

SendCustomer

read throughCall Centre


Profile of Meter reading data across 7 working days

0 %1 0 %2 0 %3 0 %4 0 %5 0 %6 0 %7 0 %8 0 %9 0 %

1 0 0 %

D-2

D-1

D0

(sch

ed

ule

dR

ea

d d

ate

)

D1

D2

D3

D4

D5

D6

D7

E s t im a te d re a d sA c tu a l re a d s

Receive 300

300

NQH Scheduled Read - MPD 14

1. text ….Process & Sendscheduled read1. text ….Meter reader/customer

obtains and returns read1. text ….MRSO receives and

validates read

Meter read order opens 7 working days

Trigger - T/L 1Scheduled Read date

End - T/L 1100% of scheduled reads

Minimum of one actual read per year

6 meter readings will be provided to Suppliers per year.There will be 4 scheduled read visits per year for each MPRN.ESB Networks have a minimum target of 80% of actual readsfor scheduled read visits.


QH Data ProcessingMPD 15

Receive data froMV90

m

Missing Data

PDSReceives

Notification ofMissing Data

Suppliereceives 341R

Sendor re

da

Reading Dataport of invalid

ta to Supplier

Inform PDS ofmissing dataValidate data Validate data

10 working days

341

Trigger - T/L 1Read date

End T/L 1Network Billing -Issue of QH data

to Suppliers

Star

t Tim

eline

1 End Timeline 1


Carry out Initial Aggregation ofQH export data for Embedded

Generators,Initial Aggregation of QH importdata for & Initial Aggregation of

NQH Data

504505501

Generator Receive QHexport data results, Supplier

receives NQH/QH Importdata results

Receive data

504505501

Data Aggregation MPD 16

Trigger -Settlement date

End T/L 1 - Issueof data forsettlement

10 working days

Send results for QH export datato the relevant Generator & results

for QH/NQH Import data to therelevant Supplier

Send results for QH export data for allgenerators, import data to the SSA &

results for NQH to SSA/TSO


SupplierReceivesinvoice

Adjustments to consumptionMPD 17

Due to the protracted nature, legal issues and the role of metersecurity this business activity does not lend itself to being

monitored in a public way

ConsSupp

customer

ult withlier and Process agreed

consumptionIssue invoice

supplier to

SupplieCustome

agcons

r/r

reeumption

Determine initialestimate

Issue adjustment toSSA


SSA receivesadjustment

1. text ….Receive,Validate &

Send

Send 252

1. text ….

Send specialread

Receive352R

1. text ….

Create Serviceorder

300S

ReceiveSpecial Read

352R

1. text ….

Meter Reader/MO take andreturn reading

Start Tim

eline 1

End

Timeli

ne 1


End of Timeline 2

Start Timeline 2


days

Trigger - T/L 1Request validated,Meter Read order

created

End T/L 1 & Trigger - T/L 2

Read taken, Meterreading order closed

End T/L 2Network Billing -Issue of meter

read

1. text ….

MRSO validateread

Request for Special Read - MPD 18

N.B. A ‘No-Access’ result is an accepted reason fornon-performance in this SLA.


Customerrequest

terminationPost/ Phone

Validate Request

Customerreceive

rejection

Post/ Phone

Process CX111 &Inform of De-registration

complete

SupplierReceivesMessage

122

Terminate a Meter Point - MPD 19

6 months

Site De-energised

2 yrs after De-energisationor earlier by written request by customer

Site is De-registered

after 6months

Site isTerminatedafter 2 yrs

NO Timeline Required

The Timeline concerning De-registration, i.e. 122 message, is covered in De registration of a meter point(MPD 21).The termination of a Meter Point is performed as a matter of course in the management of networkconnections or when requested by the customer.


SuppliSends 01

er5

Validate Request


115R

Change of SSACMPD 20

Confirm Change ofSSAC

SupplierReceives

Confirmation

115

Start T

imeli

ne 1

Make Changes toSSAC

End Timeline 1

3 working days

End T/L 1 - issueof confirmation

Start T/L 1Receipt of

request


SupplierSends 021

Validate Request

SupplierReceivesRejection

122R

Send Notification toSupplier (and TSO if

Profile metered)

Supplier/TSOReceives

confirmation

122

De-RegistrationMPD 21


Star

t Tim

elin

e 1 End Timeline 1 -

rejection

End Timeline 1 -

completion

End - T/L 1Issue rejection

message

End - T/L 1Request completed and

confirmation issued

10 working days


CustomerRequestsSupplierIdentity Phone,

Fax, Letter,E-mail

Provide Identity ofSupplier

CustomerReceives

Information

Letter

Customer Data RequestsMPD 22

CustomerRequests

ConsumptionData for

Meter Point Fax, Letter,E-mail

ProvideConsumption Data

CustomerReceives

Information

Letter/Email

CustomerRequests

MPRNInformation Phone,

Fax, Letter,E-mail

Provide MPRN Data

CustomerReceives

Information

Letter


Supplier Requestsrefresh data of

Meter Points fromMRSO

Fax, Letter,E-mail

Receive & ProvideRequested Data

Supplier ReceivesInformation

Supplier Data RequestsMPD 23

306X/307X195X300X332X342X


SupplierSends 013

Validate Request


014R

Change of Customer DetailsMPD 24

Confirm change ofcustomer details

Start T

imeli

ne 1

Get new CA ifrequired

5 working days



SupplierReceives

Confirmation

114

End Timeline 1

End T/L 1Issue of

confirmation



SupplierSends 016

SupplierReceives

116R

116R

SLA’s for Change of Legal EntityMPD 25

PendingSupplierReceives

116N

116N

SupplierReceives

014R

014R


114

114 (Confirm usagetype change

Validate Request(Usage type change)

Confirmation of changeto any Supplier withpending registration

Validate Request

Star

t Tim

eline

1


TriggRequest va

confirmat

er - T/L 1lidated, issue ofion to supplier

X working days


116

Confirmationchange to Supp

oflier

End Timeline 1

networks service level agreements · quotation doc end t/l 1 release the billing block on quotation...

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