{"id":717,"date":"2026-02-10T14:09:31","date_gmt":"2026-02-10T14:09:31","guid":{"rendered":"https:\/\/elexon-beta.elexonhostings.co.uk\/data-integration-platform\/?page_id=717"},"modified":"2026-02-11T12:22:48","modified_gmt":"2026-02-11T12:22:48","slug":"manage-dip-service-issues","status":"publish","type":"page","link":"https:\/\/elexon-beta.elexonhostings.co.uk\/data-integration-platform\/about\/manage-dip-service-issues\/","title":{"rendered":"How we manage DIP service issues"},"content":{"rendered":"

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\u2011quality experience for customers and internal teams.<\/p>\n","protected":false},"excerpt":{"rendered":"

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\u2011quality experience for customers […]<\/p>\n","protected":false},"author":353,"featured_media":0,"parent":431,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","inline_featured_image":false,"footnotes":""},"tags":[],"class_list":["post-717","page","type-page","status-publish","hentry"],"acf":[],"semantic_search":{"post_id":717,"title":"How we manage DIP service issues","link":"https:\/\/elexon-beta.elexonhostings.co.uk\/data-integration-platform\/about\/manage-dip-service-issues\/","categories":[],"tags":[],"content":"

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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\u2011quality experience for customers and internal teams.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/section>\n\t\n\t\t

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Resolution time targets<\/h2>\n
\n
How long it typically takes us to resolve different types of incidents:<\/div>\n<\/div>\n
<\/div>\n\n\n\n\n\n
Priority<\/strong><\/td>\nTime to resolution<\/strong><\/td>\n<\/tr>\n
P1<\/td>\n6 hours<\/td>\n<\/tr>\n
P2<\/td>\n10 hours<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

 <\/p>\n

Incident resolution times by priority<\/h2>\n

This table explains how we spot, prioritise, and keep you updated on DIP service issues \u2014 what we\u2019ll share with you, how quickly, and through which channels:<\/p>\n\n\n\n\n\n\n\n
Issue \/ Incident<\/strong><\/td>\nDescription<\/strong><\/td>\nHow we communicate<\/strong><\/td>\nIndicative timeframe \/ SLA<\/strong><\/td>\n<\/tr>\n
DIP service outage<\/td>\nUnplanned loss of DIP availability affecting message submission or receipt<\/td>\n\n
    \n
  • Major Incident distribution list<\/li>\n
  • Support Enquiry Service alerts<\/li>\n
  • Industry circular (DIP Manager)<\/li>\n<\/ul>\n<\/td>\n
Priority 1 (P1)<\/strong><\/p>\n
    \n
  • Initial comms within 30 minutes of Major Incident declaration<\/li>\n
  • Updates every 1\u20132 hours<\/li>\n
  • Industry circular will be sent out as soon as feasible after the initial Major Incident comms<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n
DIP service degradation<\/td>\nDIP available but operating below expected performance (e.g. delayed processing)<\/td>\n\n
    \n
  • Major Incident distribution list<\/li>\n
  • Support Enquiry Service alerts<\/li>\n
  • Industry circular (DIP Manager)<\/li>\n<\/ul>\n<\/td>\n
Priority 2 (P2)<\/strong><\/p>\n

 <\/p>\n

    \n
  • Initial comms within 30 minutes of Major Incident declaration<\/li>\n
  • Updates every 2\u20134 hours<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n
Message processing failure<\/td>\nValidation, routing, or delivery errors within DIP<\/td>\n\n
    \n
  • Major Incident distribution list<\/li>\n
  • Support Enquiry Service alerts<\/li>\n
  • Industry circular (DIP Manager)<\/li>\n<\/ul>\n<\/td>\n
Priority 2 (P2)<\/strong><\/p>\n

 <\/p>\n

    \n
  • Initial comms within 30 minutes of Major Incident declaration<\/li>\n
  • Updates every 2\u20134 hours<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n
Connectivity \/ integration issue<\/td>\nIssues between DIP and participant or connected systems<\/td>\n\n
    \n
  • Major Incident distribution list<\/li>\n
  • Support Enquiry Service alerts<\/li>\n
  • Industry circular (DIP Manager)<\/li>\n<\/ul>\n<\/td>\n
Priority 2 (P2)<\/strong><\/p>\n

 <\/p>\n