TIBCO Upgrade Project

Cutover & Hypercare Workshop for Market Participants –

19th July 2016

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Today’s Agenda

• Project Update - Paul Mallon

• Cutover - Declan Higgins

MCRs - Caroline Finneran and Mary Mulcahy

• Hypercare - Robert Aherne

• AOB, Q&A’s - All

Also Present: Gemma McHale (NIEN & CDA)

Aileen Greaves (ESBN)

Liz McFadden (IBM)

Stuart Graham (Capita)

TIBCO Upgrade Project

Project Update – 19th July 2016

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Plan on a Page - Progress

Project Phase

07/03 14/03 21/03 28/03 04/04 11/04 18/04 25/04 02/05 09/05 16/05 23/05 30/05 06/06 13/06 20/06 27/06 04/07 11/07 18/07 25/07 01/08 Aug/ Sep

Defect

Resolution

& Software

Deployment

Market Comms

IPT

PT

OAT

Regr. Test

KT

CER/UR

Progress

Reports

Cutover

Hyper-

care

MCR

2.3.2 PT

Cycle 1 & 2

2.3.3 SIT

2.3.3 PT 1

Defect Resol.

2.3.3 Soak 2.3.3 Smart Supplier

PT Close

PT

PT Sup Prep

Prod Ready

2.3.2 & WebSphere to all Supplier EMMAs

2.3.3 Suppliers

Ready to commence

IPT Pre-IPT

Environment

ready for PT

2.3.3 Packaged

IPT 2

DR3

Go-Live

5th – 7th August

Market

Assurance Report

CER/UR Project

Go/No-Go Hard Freeze –

Go-Live release

Hypercare

2.3.3 SIT Deploy

Knowledge Transfer

MCR UAT / Regression MCR DR3

MCR Go-Live

2.3.3 Deploy

Retail Market Communications and Feedback

EMMA

Ops

Cut-Over

TIBCO Upgrade Project

Cutover Details for Market Participants – 19th July 2016

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Agenda

• Introduction

• Overview

• What is involved?

• Cutover Preparation Phase

• Cutover Weekend

• Post-Cutover

• Important Points re Cutover

• Summary for Market Participants

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Introduction

• The purpose of this presentation is to provide all Market Participants

with a detailed understanding of:

• what is involved in the TIBCO Upgrade Project and MCRs release cutover and

• the tasks that must be performed by Market Participants in order to help

achieve a successful cutover

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Cutover Overview

• What is Cutover?

• Cutover refers to the migration of the current TIBCO based harmonised retail

electricity market messaging solution, based on schema v10, to a brand new

TIBCO based market messaging solution incorporating MCRs and schema

v11

• MCR 1111: Automated Debt Flagging Solution Ver 3.0

• MCR 1122: Introduction of Flag into the Market Design to identify Sites with Essential Plant Ver 3.0

• MCR 1136: 131 MM to be added to Messages Tab on Extranet Ver 2.0

• MCR 1151: Add the Meter Multiplier and Meter Category code value for each relevant MPRN to the COM_REG and DOM_REG

files available on the Secure File Transfer System (SFTS) Ver 2.0

• When is it?

• Cutover will take place on the weekend of Friday, 5th August with key activities

involving the project and all Market Participants planned for Friday 5th and

Saturday 6th August

• Sunday 7th of August is expected to see resumption of business as usual

activities but will be used to complete the Cutover if required

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Cutover Overview

• Who is involved?

• The cutover will involve the close co-ordination of tasks between

• TIBCO Upgrade Project (incl. MCRs)

• IBM, Capita, ESB ITS

• All Suppliers / Market Participants

• ESB Networks

• NIE Networks

• ReMCoDS

• TUP Cutover Manager is Declan Higgins

• TUP co-ordinator for Market Communications will be Paul Mallon

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What is involved?

• Cutover involves the migration of the current TIBCO based retail

electricity market messaging solution to a brand new TIBCO based

market messaging solution. This incorporates:

• A new Hub and a new EMMA for all Market Participants

• Go-live of MCRs (1111, 1122, 1136 and 1151) and a change in market

schema version v10 to v11

• Cutover will be managed through a list of planned activities to be

delivered in three distinct stages:

1. Cutover Preparation Phase (pre Cutover weekend)

2. Cutover (the Cutover weekend)

3. Post-Cutover (Hypercare)

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Cutover Preparation Phase

• The primary objective of the Cutover Preparation Phase is to ensure that

all Cutover pre-requisite activities have been successfully completed

ahead of the Cutover weekend and that all Supplier / Market Participant

EMMAs have been connected to the to-be production Hub and proven to be

operational.

• To achieve this, the project will be carrying out the following tasks

following completion of all project and market testing:

• Connect all to-be Production EMMAs to the to-be Production Hub

• Clean down the to-be Production Hub of all test data and messages

• Clean down the to-be Production EMMAs of all test data and messages

• Sending of additional test messages to verify end-to-end connectivity is in place and that all

production firewall rules, SSL certs and config settings for the full production market

environment are correct

• Final clean down of full production environment

All of this activity is currently underway and is scheduled to run through this week and early next

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Cutover Preparation Phase for MPs

• Most of the tasks to be carried out during the Cutover Preparation Phase

will be performed by the project, however, Suppliers / MPs may be required

to assist with the following items:

• Provide remote access to Capita to support the EMMA clean-down and final

configuration check activities

• Assist Capita in trouble-shooting any connectivity problems that may emerge

• Run the database clean-down scripts where Capita do not have direct access

to your database

• In addition:

• MPs are asked to actively reconcile their messages on a daily basis from now

until Cutover and promptly address any issues or queries with Capita Support

ahead of final v10 re-conciliations on the Friday night of Cutover

• Historical message resends should be requested well in advance of Cutover

• MPs should have tested their own system changes and confirmed the ability to

complete them within the time allowed

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Cutover Weekend

• As discussed, Cutover is scheduled for the weekend of Friday, August

5th

• The Cutover weekend schedule will be managed through a detailed list of

planned tasks that will progress measured through a number of key

milestones along the way

• Critical Cutover activities involving the project and all Market Participants

are planned for Friday 5th and Saturday 6th August

• Sunday will be used to complete the Cutover if required

• Cutover involves the complete migration of the retail electricity market

messaging solution to a new environment with an updated schema version

• A single, integrated approach to Cutover is required as the current/legacy

solution will become redundant as part of this Cutover

• The following slides detail the Cutover weekend with emphasis on tasks to

be carried out by Suppliers / Market Participants

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Cutover Weekend Communication

• The timings provided in this presentation may vary. All Market

Participants will be contacted directly when you are required to carry

out specific tasks

• All Market Participants will be asked to provide direct contact details

(e-mail and phone) ahead of the Cutover weekend

• The project will provide frequent updates on progress to all Market

Participants

• Market Participants will be asked to keep the project informed on the

progress of your activities

• The project will provide contact details that Market Participants can

use for status updates and for any assistance that may be needed

during Cutover

• The project will issue a formal Cutover sign-off to all

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Cutover – Plan on a Page

Friday Saturday Sunday

BACKUPS - NIEN & ESBN backups taken

8 AM

9 AM

10 AM

11 AM

12 PM

1 PM

2 PM

3 PM

4 PM

5 PM

6 PM

7 PM

8 PM

9 PM

10 PM

11PM

SYSTEM CHANGES - applied to ESBN & NIEN

SYSTEM REPOINT - NIEN & ESBN to new TIBCO solution

SYSTEM CHECK - verify all changes are ok

SYSTEM CONNECTIVITY TEST - End-to-End Market

Message tests with NIEN & ESBN

NIEN & ESBN A2A Connectivity Checks

ISOLATE – ESBN, NIEN, Extranet, Existing

HUB & EMMAs systems all isolated

SUPPLIER RECONCILE - MM602

SUPPLIER SWITCH & ROLLOUT - Suppliers switch backend

systems (if applicable) to New EMMA. Carry out test using 999

message

Project

Checkpoint

SUPPLIER STOP – stop sending MM

We will resume normal operations earlier no later than

this time

Order of events and timings may change.

- Point of No Return

Complete ESBN and NIEN Batch Schedule for

Daily Billing MMs

SUPPLIER APPLY CHANGES - Suppliers given go-ahead to make

MCR\schema software changes to their backend systems (if

applicable)

SUPPLIER START – Once Resumption Of Service issued

by Project , Suppliers may start sending MM again .

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Cutover - Milestones

Date Time Task Responsible Milestone

Friday 5th 18:00 Stop sending Market Messages. No further MMs until

Resumption of Services on Saturday at 22:30

Market Participants

Friday 5th

20:00 Delivery of Market Messages completed from ESBN & NIEN ESBN/NIEN (Capita)

Friday 5th 20:00 - 21:30 Reconciliation complete Market Participants

/ ESBN/ NIEN (Capita)

Friday 5th 21:30 - 23:30 Isolation of Central Market Systems complete

(SAP ISU / PI / TIBCO / EMMAs)

ESBN / NIEN (Capita) 1

Friday 5th 23:30 -

Midnight

Backup of Central Market Systems complete ESBN / NIEN (Capita) 2

Saturday 6th 08:00 - 10:45 MCRs applied to ESBN & NIEN systems ESBN / NIEN (Capita) 3

Saturday 6th

10:45 - 13:30 Full end to end MM connectivity between chosen suppliers for

ESBN and NIEN successful

POINT of NO RETURN

Selected Market Participants

/ ESBN / NIEN (Capita)

4

Saturday 6th

13:30 - 15:00 ESBN and NIEN systems application interface checks

successful

ESBN / NIEN (Capita) 5

Saturday 6th

15:00 - 21:45 All Suppliers / Market Participants have made their back-end

changes and have been rolled out to their new EMMA,

MM testing has been successful

If all are ready earlier than 21:45 we will resume normal

operations earlier.

TUP Team /

Market Participants

6

Saturday 6th

21:45 - 22:30 Resumption of normal service for ESBN, NIE and Market

Participants i.e. send and receive Market Message

ESBN / NIEN (Capita) /

Market Participants

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Cutover Weekend Schedule

FRIDAY 5th August Cutover Milestones

Time : Friday 21:30 to 23:30 – Project Team

1 of 7 Key Milestones achieved - Isolation of ESBN, NIEN and existing TIBCO Hub and EMMAs

successful

• Isolate Existing TIBCO HUB

• Stop ISU Production Batch Schedule

• Isolate ESBN and NIEN ISU & PI systems

Time : Friday 23:30 to midnight – Project Team

2 of 7 Key Milestones achieved - Backups of NIEN and ESBN systems successful

• Backup taken of both ISU systems in case rollback required

1

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Cutover Weekend Schedule

Saturday 6th August Cutover Milestones

Time : Saturday 08:00 to 10:45 – Project Team

3 of 7 Key Milestone achieved - Changes applied and verified to ESBN and NIEN systems

successfully

• Apply ISU, PI and BW system changes

• MCR functionality checks

• ISU Sanity Checks

• SAP PI (ESBN & NIEN) repoint to NEW TIBCO Production Hub

3

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Cutover Weekend Schedule

Saturday 6th August Cutover Milestones

Time : Saturday 10:45 to 13:30 – Project Team / Electric Ireland / PowerNI

4 of 7 Key Milestone achieved - Full end to end market message connectivity inbound and

outbound between chosen Market Participants for ESBN and NIEN successful

• Re-enable all RFC communications between SAP PI and SAP ISU (Both ways) – ESBN and NIEN

• Request ONLY Electric Ireland and PowerNI to make changes to their backend systems and repoint to

New EMMA in preparation for their connectivity testing

• Chosen Suppliers Connectivity Tests - Electric Ireland and PowerNI in parallel

• Sending of 999 message

• 013 inbound and 114 response outbound 4

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Cutover Weekend Schedule

Saturday 6th August Cutover Milestones

Time : Saturday 13:30 to 15:00 – Project Team / ESBN& NIEN Business users

5 of 7 Key Milestone achieved - ESBN and NIEN systems application interface checks successful

• ESBN A2A Interface Connectivity Tests

• NIEN A2A Interface Connectivity Tests

• Ensures all ESBN and NIEN internal system interfaces are working successfully before receiving multiple

Market Messages

• Full Market Participant rollout can now proceed

5

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Cutover Weekend Schedule

Saturday 6th August Cutover Milestones

Time : Saturday 15:00 to 21:45 – Project Team / All Market Participants

6 of 7 Key Milestone achieved - All Market Participants have now been rolled out to new EMMA

and MM testing has been successful

• TUP Project to inform Market Participants that they can now ALL make changes to their backend systems

(where applicable)

• Repoint backend system to NEW EMMA (if applicable)

• Send 999 connectivity test to TIBCO HUB (may take upto 5 minutes for confirmation back to EMMA)

In event of issues, Market Participants can contact the TUP project team at the Central Cutover

project number (to be provided) and at the TUP email address.

6

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Cutover Weekend Schedule

Saturday 6th August Cutover Milestones

Time : Saturday 21:45 to 22:30

7 of 7 Key Milestone achieved - Cutover completed successfully, Resumption of normal service

for ESBN, NIEN and Market Participants

• Recommence all scheduled ISU background jobs as normal

• Allow access to all ISU users

• Run Add Essential Plant scripts to trigger 301 and 701 Messages (ESBN only)

• Issue resumption of normal service notice to ReMCoDS

• Issue formal confirmation to the Market (including that Market Participants can now

resume sending MM again)

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Cutover Weekend –

Market Participants Tasks Summary

From now until cutover :

• Daily reconciliation of messages via MM602, request resends promptly, ensuring no backlog of

inbound MMs

Friday 5th August :

• Stop sending in market message from their Existing EMMA @ 6pm

• Reconcile the MM602 they receive later that evening and confirm all is ok with the Project

Saturday 6th August:

• Wait for Project confirmation to give go-ahead to:

• Make any necessary schema/MCR related changes to their backend systems

• Repoint their backend system from their Existing EMMA to their New EMMA

• Carry out a 999 connectivity test message on their new EMMA and confirm its success to the Project

• Wait for Final Project confirmation to give go-ahead to:

• Start sending market messages again when resumption of service is communicated

• COS messages held from Friday will start to flow through to Market Participants

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Post-Cutover Checks

• The post Post-Cutover Checks required of both the Project team and Market will

be covered in the presentation on Hypercare. In summary, Market Participants

will be required to

• Raise any issues or queries that may arise through the process outlined herein

• Attend the daily calls immediately post go-live and read the regular status updates

and briefings that will be issued

• Confirm daily message re-conciliation (602) for the period immediately post go-live

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Important Points re Cutover

• Cutover involves moving to a brand new market messaging solution (both Hub

and all EMMAs) with an updated version of the market schema. This means:

• All Market Participants are required to cutover to the new solution in order to be

able to send and receive messages following Cutover sign-off

• The current/legacy (v10) solution will no longer operate and Market Participants will

no longer be able to send or receive messages using those EMMAs

• In addition:

• The ability to send or receive messages through the legacy solution will be disabled

over the Cutover weekend

• Market Participants will be responsible for backing up and retiring their legacy

EMMAs as per their own requirements

• Finally, although the Cutover is scheduled to complete on Saturday 6th August as

discussed, Suppliers / MPs are requested to be contactable until formal notification

of successful Cutover sign-off has been received or that all Cutover activities for the

weekend have finished

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Approach to Contingency

• The general contingency for the various systems over the Cutover weekend is a

“Fix and go Forward” strategy

• That is, to keep attempting to fix the issue that arises until a specified cut-off

time whereby the Project will make a firm decision whether to roll back or

proceed

• A rollback scenario can only be invoked up to the Point of No Return

• Sunday will be used to address any issues and complete the Cutover if

necessary

• ESBN & NIEN MCR transports have been proven in 3 Dress Rehearsals so we

don’t anticipate any issues with these

• Successful connectivity between the Hub and all EMMAs will have been proven

prior to the Cutover weekend

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Questions?

ESBN Presentation , Tibco Upgrade Project

Market Release MCRs , WIP / Cutover

MCR 1111 (Debt Flagging) and MCR 1122 (Essential Plant)

MCR1136 and MCR1151

Caroline Finneran and Mary Mulcahy

19th July 2016

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Purpose of these Slides

Two Schema MCRs are being delivered in the same timeline as the Tibco Upgrade Project viz

• MCR1111 Automated Debt Flagging Solution Ver 3.0

• MCR1122 Introduction of Flag into the Market Design to identify Sites with Essential Plant Ver 3.0

Two Non-Schema MCRs are also being delivered viz

• MCR1136 131 MM to be added to Messages Tab on Extranet Ver 2.0

• MCR1151 Add the Meter Multiplier and Meter Category code value for each relevant MPRN to

the COM_REG and DOM_REG files available on the Secure File Transfer System (SFTS) Ver 2.0

These slides consider ,for RoI, the Work in Progress & Cutover aspects of these MCRs

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MCR1111 Automated Debt Flagging Solution Ver 3.0 (3 slides)

MCR1111 Automated Debt Flagging Solution ver 3.0

Caroline Finneran

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MCR1111 Automated Debt Flagging Solution – WIP at Cutover

Q : “For any debt objections which crossover between the old and the new process

being implemented, can we presume they will continue with the manual Secure File

Server process if they have started this way?”

A1 : Yes

Note: there is a very short window where the manual Secure File Server process may

not have started for an MPRN.

A separate document is available ’WIP and Cutover for MCR1111 Revision 2’ and it

describes the approach to Debt Flagging for the days immediately before and after the

cutover window in which MCR1111 Automated Debt Flagging Solution Ver 3.0 will be

applied to the Retail Market Central Market System in RoI

Please consider this document and if you have any response to make then send it in through the

usual channels

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MCR1111 Automated Debt Flagging Solution – Cutover

Q: ‘When does the Automated Debt Flagging Solution start’

A: After the cutover has finished

So, for any 110MM that is sent to a Supplier after cutover, an 012MM with ‘DCN’

Objection Reason Code can be sent in response.

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MCR1111 Automated Debt Flagging Solution – Suppliers NB

Suppliers – Reminder

Please ensure that all your agents are aware of the new processes , especially

when registering a MPRN that has been De-Energised by another Supplier

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MCR1122 Introduction of Flag into the Market Design to identify

Sites with Essential Plant Ver 3.0 (3 slides)

MCR1122 Introduction of Flag into the Market Design to identify Sites with Essential Plant

Mary Mulcahy

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Essential Plant : Initial Population on MPRNs

Within the Cutover window, ESBN will send a 301MM (Metered Site) or 700MM

(Unmetered Site) to the Registered Supplier of each MPRN that is flagged in the

Central Market System as Essential Plant.

The timeline for these are expected to be circa last thing on Saturday night for the

301MM and on the Monday for the 700MM

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Essential Plant : When will Essential Plant start to be seen on MMs

After cutover, Essential Plant Flag changes will be in place which means that

A. a 301MM /700MM /MM700W will be generated each time the value of Essential Plant Flag is changed ,

and issues at the instant of change when the EssentialPlantFlag is added( a value of 1) or the

EssentialPlantFlag is removed(a value of 0).

B. Once the Essential Plant Flag is present at a Meter Point, the following 14 messages will flag this fact,

including for example where the Essential Plant Flag was put onto the MPRN after the 010MM ,for example for

COS which started before cutover and completed afterwards, viz:

• 101 New Connection Registration Acceptance

• 101P New Connection Provisional Acceptance

• 102 Change of Supply Registration Acceptance

• 102P Change of Supplier Provisional Acceptance

• 105 Change of Supplier Confirmation

• 106D QH Meter Point Status Confirmation DeEnergisation

• 106E QH Meter Point Status Confirmation Energisation

• 306, 306W NQH Meter Point Status Change Confirmation DeEnergisation, and Withdrawal

• 307, 307W NQH Meter Point Status Change Confirmation Energisation, and Withdrawal

• 331 QH Interval Meter Technical Details

• 332, 332W NQH Non Interval Meter Technical Details, and Withdrawal

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MCR1122 Introduction of Flag into the Market Design to identify

Sites with Essential Plant – Suppliers

Suppliers : De-energisation of sites that have Essential Plant

Please ensure that all your agents put a note on the 017 where the site is

Essential Plant confirming that Registered Letters have issued

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Downloadable Meter Point Detail Files

Downloadable Meter Point Details files

10th August 2016 is when Suppliers will first see the changes as a result of MCR1122

and MCR1151 in the Downloadable Meter Point Details files.

2 MCRs are effecting the changes to the Downloadable Meter Point Details viz

• MCR1122 Introduction of Flag into the Market Design to identify Sites with Essential Plant Ver 3.0

• MCR1151 Add the Meter Multiplier and Meter Category code value for each relevant MPRN

to the COM_REG and DOM_REG files available on the Secure File Transfer System (SFTS) Ver 2.0

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Retail Market Participant Extranet

Retail Market Participant Extranet

After the Cutover has finished Suppliers will first see the changes on the RMP Extranet

as a result of MCR1122 and MCR1136

2 MCRs are effecting the changes to the Retail Market Participant Extranet viz

• MCR1122 Introduction of Flag into the Market Design to identify Sites with Essential Plant Ver

3.0

• MCR1136 131 MM to be added to Messages Tab on Extranet Ver 2.0

Thank You

Footer

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Questions?

TIBCO Upgrade Project

Hypercare Support Model for Market Participants – 19th July 2016

43 esbnetworks.ie

Agenda

• Introduction

• Overview

• What is involved?

• Raising an Issue or Query

• Issue Resolution Process

• Hypercare Support Model

• Roles and Responsibilities

• Incidents, Defects and Change Approach

• Summary for Market Particpants

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Introduction

• This presentation aims to provide all Market Participants with an

understanding of the TIBCO Upgrade Project Hypercare support period

that will begin following successful Cutover of the TIBCO Upgrade

Project and MCRs release

• The presentation will inform Market Participants on

• The supports that will be in place and information that will be made available

during this period

• What to do if you have an issue or query

• How issues and queries will be managed

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Hypercare Overview

• What is Hypercare?

• Hypercare is the stabilisation period after successful TUP and MCR cutover

which focuses on elevated support for the new retail electricity market

messaging solution and MCRs being delivered

• Hypercare aims to ensure and verify that normal BAU market operations are

resumed as quickly as possible following cutover to the new solution

• When is it?

• Hypercare begins immediately after successful cutover and runs for a 6 week

period up to and including Friday, 16th September 2016

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Introduction to Hypercare

• Who is involved?

• The Hypercare Support team

• This will comprise of SME’s and Business Owners from the TUP project, Capita Support

Team, IBM Technical Team, ESB ITS Support Team, ESBN and NIEN

• RMDS & CDA

• Market Participants

Hypercare ManagerRobert Aherne

ESBN Business OwnerAileen Greaves

TUP ManagementStuart Graham

Paul MallonBilly Greene

Liz McFaddenLorna Davey

NIEN Business Owner Gemma McHale

Capita Business OwnerHugh O’Neill

ESBN Senior User John Bracken

NIEN Senior User Gemma McHale

RMDS OwnerJessica Gregory

Capita Team

IBM Team

ESB ITS Team

CDA OwnerJoan-Edel Smith

PMO SupportShane O’Higgins

47 esbnetworks.ie

What is involved?

• Hypercare will be delivered through a set of clearly defined support

processes and structures aimed at ensuring:

• normal BAU market operations are resumed following cutover to the new solution

• all Market Participants are kept fully informed on the overall status of the new solution in the

period immediate post go-live

• any issues or queries that arise are dealt with efficiently and effectively and in accordance with

their severity

• This will be achieved through the following measures:

• Continuous monitoring and routine checks and reporting on all key aspects of the new solution

• Daily scheduled calls and updates for all Market Participants

• A single, centralised support centre managed through a defined set of processes and

structures for all issues and queries raised

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What is involved?

• Continuous Monitoring and routine checks and reporting by TUP,

ESBN NIEN

• The project will gather pertinent information from the following checks to be performed routinely

• The project will hold twice daily management status meetings to review this information and discuss

and prioritise any project issues in accordance with their severity

Report Producer

Connectivity/Heartbeat Report (between Hub and all EMMAs) Capita / IBM

TIBCO & SAP IS-U CMS Comparison Reports ESBN / NIEN

Message Counts / Reconciliations IBM / Capita

SAP PI Reporting ESB ITS / Capita

Performance IBM / Capita

System Alerts Capita / IBM

Incident / Defect Progress Report Capita

49 esbnetworks.ie

What is involved?

• Daily scheduled calls and updates for all Market Participants

• The project will hold a daily con-call with all Market Participants, RMDS and CDA to provide a general

status update and discuss any items raised or queries that Market Participants may have

• This is will take place every day for the first two weeks and then continue as necessary

• Meeting invites will issue to all

• A formal summary status update of pertinent key performance indicators discussed on the previous

slide will issue daily

• A dedicated page on the RMDS website will be used to provide Market Participants with status updates

and other important information and provide answers to common queries through a FAQ section

• In addition, the project will liaise directly with Market Participants on individual issues and queries as

required

• All Market Participants will be asked to confirm message re-conciliation against their 602 on a daily

basis

50 esbnetworks.ie

Raising an Issue or Query?

• As a Supplier / MP, what do I do if I have an issue or query?

• All issues and queries should be raised through the single, centralised support

number of the Capita Support Desk

• 0044 844 4632 567

• Normal support hours are from 8am – 8pm Monday to Friday

• A ticket will be raised and provided your call will be addressed as quickly as

possible through the process outlined:

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Issue Resolution Process

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Issue Resolution Process - Tier 1

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Issue Resolution Process - Tier 2

54 esbnetworks.ie

Hypercare Support Model

High Priority / Severity

User Issue Found

Medium Priority / Severity

Tier 1 Support

(Capita Service Desk)

Tier 2 Support

(Capita Technical

Support, IBM Technical

Support, Project

Support Team)

Tier 3 Support

(Capita Senior Support

Team, IBM Senior

Support Team, ITS

Support Team)

Issue Unresolved

Log in Infra / QC

Updated and communicated back

down Tier’s

Low Priority / Severity

Training Issue

Logged, resolved & Closed

Unresolved query,

Logged and raised to Tier 2

Market participants

Note: Business Owners are Aileen Greaves for ROI and Gemma McHale for NI

TU

P M

anagem

ent T

eam

, E

SB

N &

NIE

N B

usin

ess O

wners

, R

MD

S,

CD

A

55 esbnetworks.ie

Roles & Responsibilities

Role Responsibility

Market Participants

• Responsible for obtaining and understanding the training received to complete their day-to-day business process on

the new EMMAs

• Where an issue is identified – refer to training material as first point of resolution. If issue is not resolved escalate to

Call Logging / Tier 1 Support.

Tier 1 Support

• Guide and support MPs as required. Where there is an issue – investigate it and refer to training material as first point

of resolution.

• If the issue is not resolved consult / escalate to Tier 2 Support and record on relevant issues tracker (Infra).

Tier 2 Support

• Responsible for supporting Tier 1 Support

• Guide and support as required. Where an issue has been assigned – investigate for resolution first before escalating to

Tier 3

Tier 3 Support • Responsible for supporting Tier 2 Support to resolve issues in a timely and accurate manner

• Responsible for investigating & resolving all issues not resolved by Tier 1 or 2

Business Owners

• Manage in conjunction with the Hypercare Manager the day to day activities of the Hypercare period

• Be the link between the business and the Project Team

• Help set priorities for calls and defects

• Communicate with Market Participants

• Prepare weekly Hypercare reports

• Sign off Hypercare Exit report

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Updates on Issues or Queries

• How do I get an update on an issue or query I have raised?

• The Hypercare support team will liaise directly with Market Participants on all individual issues and

queries raised as updates become available

• Market Participants can contact the Capita Support Desk to request an update

• Depending on the severity of an issue, the TUP Management Team and/or ESBN and NIEN Business

Owners will also liaise directly with MPs as appropriate

• The project will hold a daily con-call with all Market Participants, RMDS and CDA to provide a general

status update and discuss any items raised or queries that Market Participants may have

• A formal summary status update of pertinent key performance indicators discussed on the previous

slide will issue daily

• A dedicated page on the RMDS website will be used to provide Market Participants with status updates

and other important information and provide answers to common queries through a FAQ section

• How does a serious issue get escalated?

• The project will escalate issues internally based on their severity as part of the issue resolution

process

• If a Market Participant feels their issue is not being dealt with to the level expected, they can escalate it

to the TUP Management Team / Business Owners directly – contact details to be provided

• The TUP Management Team and Business Owners will form part of the overall Hypercare Support

Management team and will be familiar with all open issues raised by MPs

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Incidents, Defects & Change Approach

• The focus of the Hypercare Support team will be to ensure steady-state BAU

market operations are resumed as quickly as possible following cutover to the

new solution

• Any changes required to the new Production environment (Hub or EMMAs) as a

result of a High severity issue arising will be done so through an agreed

Emergency / Planned Release

• Depending on the severity of an issue, an emergency release could be required

and this, if necessary, will be decided upon through the TUP Management Team,

the Business Owners, RMDS and CDA in communication with the Market

• Incidents and Defects discovered during the Hypercare period that are not

deemed as High in severity either because

a) their impact on the market is limited and/or

b) there is an adequate workaround available

will be packaged up into the planned deferred release on a date to be agreed

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Summary of activities for MPs

• The primary objective of Hypercare is to ensure steady-state BAU

market operations are resumed as quickly as possible following

cutover to the new TIBCO market messaging solution. To aid this,

Market Participants are requested to:

• Raise any issues or queries that may arise through the process outlined

herein

• Attend the daily calls immediately post go-live and read the regular status

updates and briefings that will be issued

• Confirm daily message re-conciliation for the period immediately post go-live

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Questions?