Our Service Level Agreements (SLAs) define the expected timelines for acknowledging, communicating, and resolving service issues and incidents. These SLAs help ensure consistency, transparency, and a high‑quality experience for customers and internal teams.
Resolution time targets
How long it typically takes us to resolve different types of incidents:
| Priority | Time to resolution |
| P1 | 6 hours |
| P2 | 10 hours |
Incident resolution times by priority
This table explains how we spot, prioritise, and keep you updated on DIP service issues — what we’ll share with you, how quickly, and through which channels:
| Issue / Incident | Description | How we communicate | Indicative timeframe / SLA |
| DIP service outage | Unplanned loss of DIP availability affecting message submission or receipt |
|
Priority 1 (P1)
|
| DIP service degradation | DIP available but operating below expected performance (e.g. delayed processing) |
|
Priority 2 (P2)
|
| Message processing failure | Validation, routing, or delivery errors within DIP |
|
Priority 2 (P2)
|
| Connectivity / integration issue | Issues between DIP and participant or connected systems |
|
Priority 2 (P2)
|
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