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BSC Service Desk and Other Helpdesks
The BSC Service Desk is open 24 hours a day, 7 days a week.
You can raise a call with the Service Desk by calling 0870 010 6950 or by emailing
bscservicedesk@logica.com.
You can also raise certain types of calls online via the Service Desk portal. To gain access to the portal,
please contact the Service Desk and they will arrange this for you.
What types of queries do we handle?
We handle queries relating to the following areas:
- Balancing Mechanism Reporting
- Central Data Collection
- Central Registration
- Energy Contract Volume Aggregation
- Funds Administration
- Market Domain Data
- Settlement Administration
- Supplier Volume Allocation
- Imbalance Settlement
- Supply competition in Great Britain
- BSC Releases
- General BSC Queries
If the Service Desk is unable to answer your query, they will assign your query to a specialist 2nd line team.
If your query does not relate to one of these areas, check the Other Industry Helpdesks section below to see
if we can point you in the right direction.
How quickly will my query be dealt with?
When you raise a call with the BSC Service Desk, it will be assigned the appropriate Severity Level based on the table below.
| Type of Incident | Severity Level | Initial response to customer | Follow up response to customer |
|---|
| Immediate, sustained or potential threat to ECVAA (its ability to receive and process contract notification and perform credit check) and BMRA (its ability to access and publish data) Systems. |
1 |
10 minutes |
30 minutes |
| Immediate, sustained or potential threat to the Settlement Timetable and/or the output to or from the FAA Service; and/or
Severe impact on the accuracy of Settlement Data input to and output of the Settlement Systems.
|
2 |
10 minutes |
1 hour |
| Data Request, Minor Data error, missing flows and any Incident that is not of severity 1, 2 or 4. |
3 |
1 hour |
2 hours |
| General Queries from BSC Parties and third parties. |
4 |
2 hours |
4 hours |
Other Industry Helpdesks
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Electralink Helpdesk
The ElectraLink Helpdesk deals with the administrative, commercial and legal aspects of the Data Transfer Service.
Telephone: 020 7432 3012
Email: helpdesk@electralink.co.uk
Hours: 9 – 5pm Monday - Friday
Ofgem Helpdesk
Ofgem is the regulator for Britain's gas and electricity industries and focuses on the following areas:
- Making gas and electricity markets work effectively;
- Regulating monopoly businesses intelligently;
- Securing Britain's gas and electricity supplies; and
- Meeting its increased social and environmental responsibilities.
Telephone: 020 7901 7000
Website: www.ofgem.gov.uk
Hours: 9 – 5pm Monday - Friday
Gemserv Helpdesk
The Gemserv Helpdesk handles queries on the MRA and associated documents (DTC, WPPS, MAPs & E2E’s).
Telephone: 020 7090 1029
Email: helpdesk@gemserv.co.uk
Website: www.gemserv.co.uk
Hours: 9 – 5pm Monday - Friday
National Grid Helpdesk
The Natonal Grid Helpdesk handles any Transmission System related queries.
Telephone: 0800 085 4806
Overseas Callers: +44 1246 524081
Email: isservicecentre@uk.ngrid.com
Hours: 24/7