Notifications

Xoserve Service Desk - planned outage

There will be an outage on Xoserve Service Desk number (0845 600 0506) between 04:00 and 05:00 on Saturday 17th April. Please use servicedesk@xoserve.com to report any issues you may be facing during this time.

Thursday 15th April 2021 – 12:00 - Performance Issues when processing files to/from MarketFlow

Dear Customers,

As communicated on 13th April, I am pleased to report that our systems remain stable and performance of processing inbound and outbound files is as expected. The backlog of files that had built up have also now been cleared.

Our Teams continue to work through the individual incidents that customers have raised with us and this is a key focus now that our systems are stable. Our team will be in touch with anyone who has raised an incident to discuss our findings as soon as possible.

If you have any new issues with files which have been returned to you, or you are missing files, please continue to use the existing routes of raising a technical Support Ticket via our website or Service Desk.

A comprehensive Root Cause Analysis (RCA) process has begun, which will include understanding the events which led to this incident and any actions that might be taken to reduce the risk of similar incidents in the future. Detail of the findings from the RCA will be shared with customers in due course.

Again, I would like to take this opportunity to apologise for the disruption this incident has caused and its impact to your business and thank you for your patience and understanding.

As always, if you have any questions, please do not hesitate to contact your Customer Advocate.

Regards,

Andrew Szabo
Chief Customer Officer

Outbound Clearance Slot Plan

Last updated on 11 Apr 2021

UK Link Performance Update

Last updated on 09 Apr 2021

UK Link MarketFlow P2 Incident Q&As

Last updated on 08 Apr 2021

Tuesday 13th April 2021 - 17:30 - Performance Issues when processing outbound files from AMT MarketFlow

Dear Customers,

I am pleased to confirm that we have completed our backlog clearance activity and all slots have been processed successfully. This means there is no longer a requirement for you to withhold any files and as such, please return to sending these as you normally would if you haven’t already done so.

The backlog has been cleared and the systems remain stable, however there are still a number of outstanding tickets that need to be investigated and resolved. Our Teams are working through these incidents now, so please be assured that all incidents will be addressed as soon as possible.

If you have any new issues with files which have been returned to you, or you are missing files, please continue to use the existing routes of raising a technical Support Ticket via our website or Service Desk.

Completion of our backlog clearance means we will now begin our Root Cause Analysis (RCA) process, which will include understanding the events which led to this incident and any actions that might be taken to reduce the risk of similar incidents in the future. Detail of the findings from the RCA will be shared with customers in due course.

Finally, I hope you found value in the daily customer briefing calls we’ve been running over the last week and would like to thank everyone who attended. Your input at these sessions has been invaluable in helping our team to determine appropriate priority in how we’ve worked to manage this highly complex incident.

Again, I would like to take this opportunity to apologise for the disruption this incident has caused and its impact to your business and thank you for your patience and understanding.

As always, if you have any questions, please do not hesitate to contact your Customer Advocate.

Regards,

Andrew Szabo
Chief Customer Officer

Tuesday 13th April 2021 - 15:30 - Performance Issues when processing outbound files from AMT MarketFlow​

Dear Customers,

As previously communicated, this email is to give you notice that we have completed processing Slot 6 files.

This was the final slot and means our backlog clearance plan has been completed and all outstanding files have been returned.

There is no longer a requirement to hold any files and you should return to sending them as you usually would.

If you have issues with any of the files which have been returned, or are missing files, please log an incident via Xoserve.com or via the Service Desk.

If you have any questions, please do not hesitate to contact your Customer Advocate.

Regards

Andrew Szabo
Chief Customer Officer

Monday 12th April 2021 - 17:00 - Performance Issues when processing outbound files from AMT MarketFlow

Dear Customers,

I would like to share with you an update on the progress we are making in relation to the UK Link File Processing incident.

We have continued diligently processing the backlog of data files, and good progress has been made in the delivery of our backlog clearance plan.  As of 17:00 on 12th April we are currently working through Slot 5 of 6, and our system has remained stable and performant throughout.  We will continue to update you once each slot has finished and before the next one begins.

A copy of the slot plan can be found attached to each of our email updates and below this message.

Please accept my genuine apologies for the disruption this incident has caused and its impact to your business.

As always, if you have any questions, please do not hesitate to contact your Customer Advocate.

Regards

Andrew Szabo
Chief Customer Officer

Sunday 11th April 2021 - 17:00 - Performance Issues when processing outbound files from AMT MarketFlow

Dear Customers,

I’d like to share with you an update on the progress we are making in relation to the UK Link File Processing incident. 
 
As communicated previously, the fix for this incident was successfully implemented on Friday 9th April, however due to the incident, there is a large backlog of outbound data files which have built up and need to be cleared.
 
We have been working around the clock to clear these files in slots over the last few days and have made good progress.  We have also been publishing email communications to update you once we have completed each slot and before we begin to process the next.  As of 17:00 on 11th April we are currently working through Slot 3 of 6.
 
A copy of the slot plan can be found attached to this update and to each of our email updates.

Once again, I sincerely apologise for the disruption this incident has caused and its impact to your business.  If you have any questions, please do not hesitate to contact your Customer Advocate.

Regards

Andrew Szabo
Chief Customer Officer

Friday 9th April 2021 - 18:15 - Performance Issues when processing outbound files from AMT MarketFlow

Dear Customers,

I would like to share copy of our backlog clearance plan with you, which we will be implementing over this coming weekend (10th and 11th April 2021). This plan will serve as a reference point for which files will be released and in which order, to allow you to prepare as necessary.

We will communicate to you via email before each slot is released, as previously committed.

I have scheduled calls at 11:30 on both the 10th and 11th of April to allow customers to raise issues they may be experiencing or to ask questions regarding this activity and our team of Customer Advocates remain available throughout the weekend, should you need further support.

Once again, I apologies for the disruption this incident has caused and its impact to your business. We are working tirelessly to clear the backlog of files.

Regards

Andrew Szabo
Chief Customer Officer

Friday 9th April 2021 - 14:15 - Performance Issues when processing outbound files from AMT MarketFlow

We will shortly be starting our backlog catch-up plan activity in relation to the ongoing UK Link incident.

The first step is to automatically release slot 1, containing critical files. This started at approximately 12:50 and means we are now back to business as usual for critical file types, as we are no longer manually managing them.

The next step is to release slot 2, which will be the first batch of non-critical files (MRI, MAS and DDU). We will give you prior notice before we release slot 2.

An update will be sent before the start of each slot, so you are able to line up any monitoring or other activity to assist with processing within your system.

For information, the schedule of backlog clearance is below:

  • Slot 1 - critical files will be AUTOMATICALLY RELEASED – this is different to the mitigation used during this incident as there is not a large backlog of these as we've been manually processing throughout.
  • Post this - all other slots will be HELD at the batcher pending Industry feedback.
  • Slot 2 - MRI, MAS, DDU: customer identified as important files
  • Slot 3 - CNR: these files are on their own as there is a large volume (~30% of backlog)
  • Slot 4 - SCR, MIO, MBR:

As communicated this morning, we have opened a survey to collate details from you about the potential impact of releasing non-critical files over this coming weekend. Thank you to everyone who has completed the survey so far. The initial response has been good, however there is still time to submit your responses. You can find the survey HERE.

Also attached below is the Incident Summary deck, as shared at this morning’s customer briefing call. Further briefing calls will take place at 11:30 on Saturday and Sunday, for any customers wishing to join.

If you have any questions, please do not hesitate to contact your Customer Advocate.

Thursday 8th April 2021 - 20:30pm - Performance Issues when processing outbound files from AMT MarketFlow

Dear Customers

I’d like to share a further update on the status of the UK Link File Processing incident. My update yesterday referred to 4 areas of focus for technical investigation. An update against each is summarised below and a 5th, additional area of investigation is now being progressed:

  1. Maintaining the flow of critical files through mitigation routes. We continue to process files prioritised on the basis of industry wide criticality. This prioritisation is also influenced by the detail within individual Support Tickets raised by customers.
  2. Automating the mitigation steps available. Overnight, an automated script was successfully deployed which will enhance the speed at which manual processing of files can be completed, reducing the number of manual steps for each file from 6 to 1 and increasing our ability to manually transfer files. Further monitoring of the positive impact this has on the processing of files will continue to take place and will be communicated as soon as possible.
  3. Deploying a regressed configuration of the AMT application and SAP NetWeaver as at 26th March. Functional testing of this regressed environment has completed successfully and Load testing is now being performed. Completion of testing is expected this evening; subject to successful testing a deployment of this solution may be scheduled ahead of tomorrow morning. If successful, this implementation would serve as a robust mitigation and would restore a normalized level of file processing capability.
  4. Establishing a permanent fix in conjunction with AMT and SAP. SAP believe they may have isolated the issue as an SAP product fault which results in poor database performance. Our own DBAs are now reviewing the findings and recommendations of SAP, with strong engagement between both teams continuing on a 24/7 basis.
  5. Deploying a regressed configuration of the AMT application and SAP NetWeaver as at 20th March. This option is being assessed as an addition to Action 3 (above). Whilst no file processing issues were identified until 29th March, an SAP upgrade did take place on 21st March. This regressed configuration would expand on the regressions outlined in Action 3, by also regressing the SAP database to its 20th March version.

I will continue to provide a daily summary of progress, along with a daily Customer Briefing Call at 11:30am until conclusion of this incident. A further communication will also be provided later this evening, which will outline the next steps in planning for the approach to processing the backlog of files.

Ongoing assessment and prioritisation of all Support Tickets raised, remains a key area of focus. We recognise that the delay in processing of numerous files types is having an impact for many customers and we’re working to analyse these impacts and adapt our file prioritisation approach where necessary. Given the volume and number of file types and their varying uses for different customers, this is a complex process. On that basis, its important that all incidents of customer impact be raised via the Help and Support page of the Xoserve website, including detail of file name and content wherever possible.

Our customer advocates remain in close contact to support all customers as we work to resolve this incident.

I apologise once again for the impact that this incident is causing for your businesses. We fully recognise the impact this is having and our teams are working around the clock to resolve and mitigate disruption as much as possible.

Regards 

Andrew Szabo
Chief Customer Officer

Wednesday 7th April 2021 - 18:00pm - Performance Issues when processing outbound files from AMT MarketFlow

Dear Customer
 
As you are no doubt aware, a P2 incident has been impacting the processing of files through UK Link since Sunday 28th March. As a result of this ongoing incident, disruption is being experienced by a number of customers and I’d like to take this opportunity to apologise for the disruption caused. I’d also like to provide further detail on the current status of this incident and how our teams are working to stabilise the service we provide.
 
A UK Link upgrade programme has been running for a number of months in order to upgrade a series of components that would have otherwise been out of support. The final components of this programme (AMT and SAP NetWeaver) were implemented on 27th March. Subsequently, performance issues with outbound file flows were identified on 29th March and whilst no immediate root causes were identified, messaging queues (Java Message Scheduling) were identified as the most likely source of the problem. Since 29th March, our teams have been working continuously in an effort to resolve the problem and provide manual contingency processing of files.
 
This particular incident is proving to be technically complex, with a substantial dependency on the interaction of 3rd party software providers for AMT and SAP. Adding further challenge, is the lack of viable option to back out the changes deployed on 27th March; such a back out plan would have necessitated the downgrading of the Oracle platform which underpins UK Link, resulting in approximately a full week’s outage of UK Link. On this basis and with recognition of the severity of this incident, our efforts are focused on the following:
 
  1. Maintaining the flow of critical files through mitigation routes. File criticality is determined by the industry-wide core processes of Shipper Transfers, Transportation Invoicing, and Meter Read/Asset processing.
  2. Automating the mitigation steps available. Enhancing performance of the mitigation options is intended to limit the consequential impacts of delayed file processing and reduce the level of manual intervention needed, therefore reducing the potential for error and freeing support teams to focus on points 3 and 4 below
  3. Deploying a regressed configuration of the AMT application and SAP NetWeaver. In order to isolate the issue, a stream of work is focused on developing a regression back to the versions and configuration as at 26th March. This would not include a regressed version of the database code (which would be high risk and take several days), however this is the work stream that our support team is in most control of delivering, without external dependencies. Whilst this would not constitute a permanent solution, if successful, it would serve as a robust mitigation, allowing for a normalized level of file processing until the delivery of a permanent fix.
  4. Establishing a permanent fix in conjunction with AMT and SAP. Escalations have been placed into the highest levels of both organisations and a senior SAP architect is now working closely with our support teams.
 
Next Steps
 
Testing of a regressed AMT/SAP config (point 3 above) is currently taking place to identify whether this solution can be effectively deployed into production and a view of whether this course of action can proceed should be available by this evening, subject to successful testing. If successful, the change will be deployed within 24 hours.
 
All occurrences of file disruption are being worked through on a priority basis. Any such instances of file disruption experienced by our customers should be logged as a ‘Query’ through Xoserve.com. This is an important step in helping us to ensure visibility of all customer impacts and to allow for specific responses in the context of how any particular customer may be impacted. The customer advocate team will continue to engage closely with our customers in order to provide support and guidance and they should be used as your primary point of contact for any escalations on any disruption you encounter. Further updates on the progress of our actions to mitigate and resolve this issue will be provided twice daily (or more frequently in the event of a material change in circumstances).
 
Once resolved, a comprehensive Root Cause analysis will be undertaken and shared with all customers, and a post mortem of this incident will be presented to the DSC Contract Management Committee. Should you have any immediate questions regarding this incident, a ‘Drop-In’ session with myself and Lee Foster, Chief Technical Officer will take place at 11.30am on Thursday 8th April. An open invite will be provided to any customers wishing to join, shortly.
 
In the meantime, I sincerely apologise for the disruption that this incident is causing to your business; the impact of this issue is very much recognised, and our Team is fully committed to working around the clock in order to deliver a resolution as quickly as possible.
  
Regards
 
Andrew Szabo
Chief Customer Officer
 
A further update will be provided on Thursday 8th April.

Tuesday 6th April 2021 - 17:40pm - Performance Issues when processing outbound files from AMT MarketFlow

Today we have had a delay with processing inbound files and we are currently investigating the root cause. We are now processing inbound files again, but at a slower rate than normal.

We are investigating a potential issue where inbound files are incorrectly rejected and you will be receiving an Input File Rejection file (FRJ) with the rejection FIL00017 - A file with this Generation Number has already been received and successfully processed. If you receive this message, and you believe the file to be valid, please log an incident via normal channels to allow us to investigate quoting the rejection above.

We continue to process the Meter Read Processing files (URS) and Transfers/Switching files (TRF), for which files will flow throughout the day onto the IX industry gateway.

We are working with our vendors to assess and discuss various resolution options to resolve this issue. In parallel we also have support teams working to minimise the impact of this issue via multiple mitigating actions.

Should you need to contact us during this period, please continue to use the existing routes of raising a Technical Support ticket via our website or Service Desk.

A further update will be provided on Wednesday 7th April, at approximately 14:00pm.

Tuesday 6th April 2021 - 14:00pm - Performance Issues when processing outbound files from AMT MarketFlow

In regards to the issues we are currently experiencing with AMT Marketflow, we will provide customers with a more detailed update on the progress later today following the conclusion of in-flight investigations.

Should you need to contact us during this period, please continue to use the existing routes of raising a Technical Support ticket via our website or service desk.

A further update will be provided later today, Tuesday 6th April, at approximately 17:30pm

Monday 5th April 2021 - 14:00pm - Performance Issues when processing outbound files from AMT MarketFlow

We are continuing to process through the backlog of files awaiting outbound transfer onto the IX industry gateway as a result of the ongoing issues currently being encountered within AMT MarketFlow.

Yesterday we successfully further enhanced our contingency process and can confirm that it has improved the throughput of files to reduce the backlog of outbound files to customers.

Today we are continuing to process the Meter Read Processing files (URS), Transfers/Switching files (TRF) and Asset Updates (DRS, JRS), for which files will flow throughout the day onto the IX industry gateway.

We are working with our vendors to discuss various resolution options to resolve this issue.

Should you need to contact us during this period, please continue to use the existing routes of either raising a Technical Support ticket via our website or service desk, or via contacting your Customer Advocate.

A further update will be provided tomorrow, Tuesday 6th April, approximately 14:00pm

Sunday 4th April 2021 - 14:00pm - Performance Issues when processing outbound files from AMT MarketFlow

We are continuing to process through the backlog of files awaiting outbound transfer onto the IX industry gateway as a result of the ongoing issues currently being encountered within AMT MarketFlow.

We are monitoring our contingency process and can confirm that it has improved the throughput of files to reduce the backlog of outbound files to customers

Yesterday we successfully processed the Daily Portfolio files to IGTS (IDL) and a portion of the backlog of non-critical files.

Today we are processing the Meter Read Processing files (URS) and Transfers/Switching files (TRF) , these files will flow throughout the day onto the IX industry gateway.

We are working with our vendors to discuss various resolution options to resolve this issue.

Should you need to contact us during this period, please continue to use the existing routes of either raising a Technical Support ticket via our website or service desk, or via contacting your Customer Advocate.

A further update will be provided tomorrow, Monday 5th April, approximately 14:00pm

Saturday 3rd April 2021 - 14:00pm - Performance Issues when processing outbound files from AMT MarketFlow

We are continuing to process through the backlog of files awaiting outbound transfer onto the IX industry gateway as a result of the ongoing issues currently being encountered within AMT MarketFlow.

Last night we successfully enhanced our contingency process to improve the throughput of files to reduce the backlog of outbound files. The incident team will continue to monitor throughout the weekend.

Today we are currently processing the Daily Portfolio files (IDL) and anticipate these to transfer onto the IX industry gateway later this afternoon. This evening we intend to continue to work through the backlog of non-critical files.

We continue to work with our vendors to discuss various resolution options to resolve this issue.

Should you need to contact us during this period, please continue to use the existing routes of either raising a Technical Support ticket via our website or service desk, or via contacting your Customer Advocate.

A further update will be provided tomorrow afternoon around 14:00pm

Friday 2nd April 2021 - 18:00pm - Performance Issues when processing outbound files from AMT MarketFlow

We are continuing to process through the backlog of files awaiting outbound transfer onto the IX industry gateway as a result of the ongoing issues currently being encountered within AMT MarketFlow.

Today we have processed all of yesterday’s Meter Read Processing files (URS, URN, MDR, MBR) and Asset Updates (DRS, JRS) to the IX industry gateway. We are on target to process the Transfers/Switching files (TRF, CFR) from yesterday by later tonight. On completion of these files we intend to process the Daily Portfolio files (IDL) and the backlog of non-critical files.

We continue to work with our vendors (AMT and SAP) to discuss various resolution options to resolve this issue and are still working to enhance our contingency process via automation in order to permit greater throughput of files to reduce the backlog of outbound files.

Should you need to contact us during this period, please continue to use the existing routes of either raising a Technical Support ticket via our website or service desk, or via contacting your Customer Advocate.

A further update will be provided tomorrow around 14:00pm

Friday 2nd April 2021 - 10:40am - Performance Issues when processing outbound files from AMT MarketFlow

During yesterday evening we attempted to implement a potential fix for our Production AMT MarketFlow system. Although the fix was implemented successfully and files were being processed at the normal rate, during ongoing monitoring of the system we witnessed the processing performance drop to the slowness experienced throughout the week. Therefore we have reverted the system back to the work-around we have adopted in the last three days.

Through monitoring of the system during the implementation we have been able to obtain further diagnostics and provide our vendors the error logs for investigation.

We are currently in communication with our vendors (AMT and SAP) to discuss next steps to resolve this issue and are working to enhance our contingency process via automation in order to permit greater throughput of files to reduce the backlog of outbound files. All inbound files remain unaffected.

This morning we are currently processing the Transfers/Switching files (TRF, MRI) and the Meter Read Processing files (URS, URN, MDR, MBR).

Should you need to contact us during this period, please continue to use the existing routes of either raising a Technical Support ticket via our website or service desk, or via contacting your Customer Advocate.

A further update will be provided around 18:00pm

Thursday 1st April 2021 - 17:45pm - Performance Issues when processing outbound files from AMT MarketFlow

We are continuing to process through the backlog of files awaiting outbound transfer onto the IX industry gateway as a result of the ongoing issues currently being encountered within AMT MarketFlow.

This afternoon we have processed the Transfer of ownership files (TRF) and the Daily Portfolio Updates (IDL) files for gas days 30th March - 1st April to the IX industry gateway. We are currently processing Meter Read Processing files (URS, URN).

We have established a potential fix for the Marketflow issue, which will be deployed early this evening (circa 7pm) during which time processing of critical and non-critical files will be paused for a short time whilst we implement the fix then re-commence processing. We do not believe this will impact the SLA delivery of critical files but will monitor closely.

Following the implementation of this evening's potential fix within our Production AMT MarketFlow system, we will have in place all appropriate round-the-clock monitoring and support to assess the impact of the fix upon the capacity and speed of all outbound file traffic. In the unfortunate event of the fix not being successful, we have plans in place to quickly revert back to the current workaround to continue to ensure customers receive outbound files from Xoserve.

Should you need to contact us during this period, please continue to use the existing routes of either raising a Technical Support ticket via our website or service desk, or via contacting your Customer Advocate.

A further update will be provided tomorrow morning around 10:30am

Thursday 1st April 2021 - 15:00pm - Performance Issues when processing outbound files from AMT MarketFlow

We are continuing to process through the backlog of files awaiting outbound transfer onto the IX industry gateway as a result of the ongoing issues currently being encountered within AMT MarketFlow.

This morning we have processed the Invoicing (INV and LIA) files and all of today's Class 1 read file notifications (MDR) to the IX industry gateway. We are currently processing Shipper Transfers/Switching (TRF, DCF, WOR, NMR, MRI, CFR) files and Asset Updates (DRS, JRS).

We are targeting to issue out all Daily Portfolio Updates (IDL) files for gas days 30th March - 1st April between 4pm and 6pm this afternoon.

Should you need to contact us during this period, please continue to use the existing routes of either raising a Technical Support ticket via our website or service desk, or via contacting your Customer Advocate.

A further update will be provided around 17:00pm

Thursday 1st April 2021 - 10:30am - Performance Issues when processing outbound files from AMT MarketFlow

We are continuing to process through the backlog of files awaiting outbound transfer onto the IX industry gateway as a result of the ongoing issues currently being encountered within AMT MarketFlow.

Overnight we successfully transferred all required Shipper Transfer/Switching outbound files barring a small number for which we anticipate to be completed today. Our major incident team are continuing to prioritise industry critical files and work through the backlog of all other file types. At this moment in time, we are prioritising the following industry-wide core processes:

• Invoicing (INV, LIA outbound files)
• Shipper Transfers/Switching (TRF, DCF, WOR, NMR, MRI, CFR outbound files)
• Meter Read Processing (URS, URN, MDR, MBR outbound files)
• Asset Updates (DRS, JRS outbound files)
• Daily Portfolio Updates (IDL outbound files)

Should you need to contact us during this period, please continue to use the existing routes of either raising a Technical Support ticket via our website or service desk, or via contacting your Customer Advocate.

A further update will be provided around 14:00pm

Wednesday 31st March 2021 - 21:00pm - Performance Issues when processing outbound files from AMT MarketFlow 

We are continuing to process through the backlog of files awaiting outbound transfer onto the IX industry gateway as a result of the ongoing issues currently being encountered within AMT MarketFlow.

During the course of today we successfully transferred all required Invoicing and Meter Read notification files. Our major incident team continue to work this evening to ensure all Transfer of Ownership (TRF), Confirmation Response File (CFR), and Withdrawal & Objections Response (WOR) files that are approaching delivery response SLAs are issued out onto the IX industry gateway, which will then be followed by processing the backlog of all other file types.

Should you need to contact us during this period, please continue to use the existing routes of either raising a Technical Support ticket via our website or service desk, or via contacting your Customer Advocate.

Unless there are any further significant changes the next update will be provided at 9:30am tomorrow.

Wednesday 31st March 2021 - 17:30pm - Performance Issues when processing outbound files from AMT MarketFlow 

We are continuing to experience performance issues with our AMT MarketFlow application which is delaying the processing and issuing of outbound files to our customers.

We can now confirm that we have processed the business critical invoicing (INV) files and are currently processing the backlog of the Transfer of Ownership (TRF) files. Meter Read files will also be prioritised for issuing out throughout the remainder of this evening, as well as outbound processing of the non-priority backlog files.

Should you need to contact us during this period, please continue to use the existing routes of either raising a Technical Support ticket via our website or service desk, or via contacting your Customer Advocate.

A further update will be provided at 9pm.

Wednesday 31st March 2021 - 14:30pm - Performance Issues when processing outbound files from AMT MarketFlow 

We are continuing to experience performance issues with our AMT MarketFlow application which is delaying the processing and issuing of outbound files to our customers.

Following the previous update, we can confirm that we have processed the business critical Energy Balancing (IDB) files, and are currently processing the invoicing (INV) files and the Transfer of Ownership (TRF) files. Meter Read files will also be prioritised for issuing out throughout the remainder of today, as well as outbound processing of the non-priority backlog files.

Should you need to contact us during this period, please continue to use the existing routes of either raising a Technical Support ticket via our website or service desk, or via contacting your Customer Advocate.

A final update for today will be provided at 17:00pm.

Wednesday 31st March 2021 - 11:30am - Performance Issues when processing outbound files from AMT MarketFlow

We are currently experiencing performance issues with our AMT MarketFlow application which is delaying the processing and issuing of outbound files to our customers.

A workaround has been implemented which is enabling us to manage the submission of files to customers and we are starting to clear the backlog of files. We are prioritising the sending of critical files relating to the core industry processes within the areas of Shipper Transfers (switching), Meter Read and Asset Update processing, and Invoicing. Once the outbound file backlogs have been cleared for these core industry processes, we will focus on all other remaining file types.

Unfortunately during this period our customers may receive some files from Xoserve that are not received in an order or sequence that they would normally. We deeply apologise for any impacts that this may have on any individual customer’s system(s).

Should you need to contact us during this period, please continue to use the existing routes of either raising a Technical Support ticket via our website or service desk, or via contacting your Customer Advocate.

A further update will be provided at 14:30pm.

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There are currently no known allocation issues. Any issues identified within D+5 Closeout will be communicated here.

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