3 Provide the Party with the necessary information or In accordance with Telephone / Market Party advice and close the logged Helpdesk Request on the guidelines set out at Operator Helpdesk system providing an explanation of the section 2.1.4 above (Helpdesk) information or advice that has been given to the Party, end process. 4 Provide the Party with the necessary information or In timelines previously By agreed method with Market Party advice and close the logged Helpdesk Request on the agreed and recorded the Operator Helpdesk system providing an explanation of the with the Party (Helpdesk) information or advice that has been given to the Party, end process. 5 Request Level 2 Support providing full details of the As soon as possible Telephone / mail Market Market information or advice that has been requested of the following assessment of Operator Operator Helpdesk. the Helpdesk Request. (Helpdesk) (Level 2 Support) 6 Consider the and provide the information or advice Within the timelines that Telephone / Market Party to the Party. have been agreed and Operator recorded with the Party 2 Support) 7 Close the logged Helpdesk Request and inform the Within the timelines that Telephone / email Market Party Participant that the log is now closed, end process. have been agreed and Operator recorded with the (Helpdesk) Participant
3 Provide the Party with the necessary information or advice and close the logged Helpdesk Request on the Helpdesk system providing an explanation of the information or advice that has been given to the Party, end process. In accordance with guidelines set out at section 2.1.4 above Telephone / Market Operator (Helpdesk) Party 4 Provide the Party with the necessary information or advice and close the logged Helpdesk Request on the Helpdesk system providing an explanation of the information or advice that has been given to the Party, end process. In timelines previously agreed and recorded with the Party By agreed method with the Market Operator (Helpdesk) Party 5 Request Level 2 Support providing full details of the information or advice that has been requested of the Helpdesk. As soon as possible following assessment of the Helpdesk Request. Telephone / mail Market Operator (Helpdesk) Market Operator (Level 2 Support) 6 Consider the and provide the information or advice to the Party. Within the timelines that have been agreed and recorded with the Party Telephone / Market Operator 2 Support) Party 7 Close the logged Helpdesk Request and inform the Participant that the log is now closed, end process. Within the timelines that have been agreed and recorded with the Participant Telephone / email Market Operator (Helpdesk) Party
Part-B-Agreed-Procedure-11-Market-System-Operation-Testing-Upgrading-and-Support.docx