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We're moving the Xoserve Services Portal to the cloud - Find out more

Live updates1
Implementation of XRN 4627
A to Z

A to Z
Live updates1
Implementation of XRN 4627
 * About us
    * About Xoserve
    * Our role and customers
      What we do, who we work with and how we're funded
    * Information for gas consumers
      Advice for gas consumers and who to contact for help
    * Vision and strategy
      Our vision for the future, strategic direction and objectives
    * Business plan
      How we plan our budgets with customers, view our latest plan
   
    *  
    * Annual review
      Get an update on our progress over the last financial year
    * Customer team
      Our Customer Advocate and Customer Care teams
    * Supplying services to Xoserve
      Become an approved supplier, submitting invoices, our code of conduct
   
    * Leadership team
    * Stephanie Ward
      Chief Executive Officer
    * Dave Turpin
      Head of Customer, Industry & Regulatory Affairs
    * Emma Smith
      Head of Customer Change
    * James Spicer
      Head of Finance and Support Services
    * Chris Dwyer
      Head of Contract Management & Procurement
   
    * Careers
    * Why join Xoserve
      Enthusiasm, ideas, ambition? Explore a career with us
    * Vacancies
      View our latest vacancies

 * Products & services
    * Market entry/exit
    * Join/exit the gas market
      Apply to participate in the gas market and the process for exiting
   
    * Data services
    * UK Link System
      Connecting complex industry systems and accessing secure documents
    * Contact Management Service (CMS)
      An online business-to-business service for managing contacts
    * Gemini System
      A suite of online applications for managing the transport of gas
    * Data Discovery Platform (DDP)
      Data visualisations for actionable insight
   
    *  
    * Data Enquiry Service (DES)
      An online service for accessing details about supply meter points
    * Information Exchange (IX)
      A secure means of exchanging files
    * SwitchStream
      An online tool currently in development to make new switching easier
    * Gas APIs
      API services available to a range of customers
   
    * Market participant data
    * Market Domain Data (MDD)
      Understand the market participant process, download the MDD document
    * Energy Identification Codes (EIC)
      Apply for your unique ID in the EU Internal Energy Market (IEM)

 * DSC support
    * Data Services Contracts (DSC)
    * DSC customer support
      Update or make changes to your DSC contract, register or change your LSO
    * DSC extra services
      Request specific or additional services under your DSC contract
   
   
   
   
 * Change
    * Gas change
    * How we manage change
      How we facilitate industry change, funding, view ChMC Change Budget
    * Change forums
      Information about change forums
   
    * Customer changes
    * Customer change register
      View the progress of customer change proposals
    * Change packs
      Consulting on customer and industry change
    * Submit a change proposal
      The application process for submitting a customer Change Proposal
    * UK Link releases
      View the previous and current changes we’re making to UK Link
    * Gemini changes overview
      An overview of all the current Gemini changes
   
    * Investment change
    * Investment themes
      View the industry investment themes outlined in our business plan
   
    * Key projects
    * Switching programme (CSS)
      Our involvement in the delivery of Ofgem’s Central Switching Service
    * Our role in decarbonisation
      How we're helping to facilitate the decarbonisation of gas
    * Retail Energy Code (REC) Change
      Delivering faster switching for consumers under a new set of retail
      arrangements
    * Contact Management Service (CMS) rebuild project
      Rebuilding our CMS platform to provide a better user experience for our
      customers

 * Decarbonisation
    * Decarbonising gas
    * Our role in decarbonisation
      How we’re helping to facilitate the decarbonisation of gas
    * HyDeploy project
      How we’re supporting this live demo of blended hydrogen and gas
    * Future Billing Methodology project
      Industry consultation – closed in March 2022
   
   
   
   
 * News & updates
    * News and updates
    * News
      The latest industry news from Xoserve
    * Events calendar
      Manage your diary with our annual events calendar
    * Live updates
      View the latest notifications and status of industry issues
    * System outages
      Our systems maintenance windows and outages
   
    *  
    * Issues Register
      View the status of issues raised by customers
   
   
   
 * Learning hub
    * Training and e-learning
    * Introduction to gas
      How the gas industry works
    * Training sessions
      Book an interactive training session
    * E-learning materials
      Learn in your own time with our online e-learning
   
    * Product e-learning
    * Gemini e-learning
      Get the best from Gemini with this range of e-learning materials
    * DDP Shippers e-learning
      Make the most of DDP with this e-learning for Shippers
    * DDP Networks e-learning
      Make the most of DDP with this e-learning for Network Operators
    * Information Exchange (IX) e-learning
      E-learning explaining how to set up and use IX
   
   
   
 * Help centre
    * Invoices
    * Invoice type, charges & VAT
      Check your invoice with our charging statement documents
    * File types and formats
      Get help with understanding the file formats in your invoice
    * Supporting information files
      How we use level 1 and 2 files to validate your invoice
   
    * Supply points & metering
    * Submitting Reads
      How to submit reads, understand rejections and replacing a reading
    * Supply Point Administration (SPA)
      Get help with SPA tasks for Shippers, Suppliers, IGTs and DNOs
    * Annual Quantity (AQ)
      Find out your site’s AQ, how AQ is calculated, AQ correction process
    * M Number Creation
      How to create an M Number (MPRN) for a live supply point
    * Non-Standard Sites
      Submission templates and response files for unique gas sites
   
    * Demand Attribution
    * Demand Estimation
      Demand Estimation parameters and the timetable for producing them
    * NDM Nominations and Allocations
      How we calculate NDM demand and the NDM Nomination Accuracy Report
    * Unidentified Gas (UIG)
      How it’s calculated and shared out, National UIG charts
   
    * Support
    * Raise a support request
      Have a process query or technical issue?
    * Check an existing support request
      Find out the status of an existing support request
    * Shipper and Supplier relationships
      Information and processes for Shippers and Suppliers, with regards to
      their commercial relationships
    * Contact
    * Address and directions
      Our office address and directions
    * Make a complaint
      Please get in touch so we can help resolve your issue

 1. Home
 2. Help and support
 3. Raise a new support request
 4. Nature of technical query


WHICH SYSTEM DO YOU NEED SUPPORT WITH?

 * Contact Management Service (CMS) Managing customer contacts
   
   Please note:
   CMS is closed for maintenance between 12:00am and 7:00am Monday to Sunday.

 * Gemini Gas trading and energy balancing
   
   Please note:
   Gemini is closed for maintenance between 3.15am and 4.15am on Monday to
   Friday and Sunday between 3.00am and 5.00am.
   

 * UK Link Information, technology and communications systems
   
   Please note:
   UK Link system is closed for maintenance 5:00am to 7:00am Monday to Sunday

 * Xoserve Services Portal Portal access to Xoserve's services
   
   Please note:
   The Xoserve Services Portal is closed for maintenance between 12:00am and
   3.15am Monday to Sunday.

 * Gas Enquiry Service (GES) GES Portfolio Data
 * Information Exchange (IX) Communications system
 * Other Data Discovery Platform (DDP), SwitchStream

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