Customer Lifecycle Overview

IMPORTANT NOTE.
From 01st April 2008 charges will apply for the User Admission process and the installation of IX equipment.
Further information can be found under the following web link. User Pays

OVERVIEW.

xoserve Customer Life Cycle team’s role is to facilitate the end-to-end process to allow the entry of a new User, any changes or amendments to any contractual information on behalf of the User, and, when and where necessary, a User’s exit from the gas market.

There are 3 key stages in the Customer Life Cycle process –

1. User Admission - Admission of a new Shipper as a User of the Transporters Networks. The Customer Life Cycle will ensure that all obligations to facilitate the entry of a New User are fulfilled.

For further information see User Admission Steps

2. User Change & Amendment - this process enables facilitation, action and communication of User business changes in order to maintain an effective business relationship and the integrity of Transporters Systems.

Changes and amendments can include:

• Company name, address changes
• Creation of new Supplier/Allocation Agent/Storage Agent on UK Link system.
• Changes to IXN equipment (such as re-location or additional equipment)
• System Access Registration or change
• User Agent Appointment/de-appointment
• VAT de-registration or changes
• Facilitating actions to meet new contractual arrangements in User company mergers, de-mergers and acquisitions

3. Termination and Voluntary Discontinuance are the 2 routes in which a Shipper User can exit the gas market therefore ceasing to be a User under UNC.

BUSINESS CONTINUITY MANAGEMENT (BCM).

In the event of a System User experiencing a BCM situation such as their premises being put out of action due to fire / flood etc, they should contact the xoserve Customer Lifecycle team who will notify interested parties of the incident and monitor the issue through to resolution. The contact details for the Customer Lifecycle Team are shown below:

email: customerlifecycle.spa@xoserve.com
Telephone No: 0121 623 2450