Professional Support from EDW
We find that our customers tend to need minimal support simply because ERS is developed and maintained according to the standard best practices.
When you do need support, however, EDW is committed to resolving any issue as rapidly as possible. We know that the time you spend on software issues is time you don’t spend making money.
Your support is in good hands with our own help desk executives and support engineers. When you call EDW for support, you talk to a professional who works with ERS every day and who knows the application inside out.
Peace of mind
EDW have focused resources on maintaining and enhancing ERS and regular maintenance releases are provided in line with industry changes to ensure that the software remains compliant with BSCP and MRA requirements with respect to MDD and DTC changes.
Automated product upgrades
Utilising a scripted application upgrade process customers find upgrades are fast requiring minimal effort. Our approach eliminates cost and risk of upgrades whilst delivering significant value to customers.
Customer support provided by Service Delivery experts
Customer deployments of ERS are supported by:
- EDW Helpdesk (online/phone/email) to include
- Incident management
- Problem management
– EDW’s dedicated Service Delivery team providing:
- Application support and
- Technical support
– EDW’s Service Delivery team are industry experts all with experience in real life Electricity Retail system support covering:
- Data Transfer Catalogue
- Market Domain Data
- MPAS Database
- Dataflow Transportation
- Electralink Gateway
- NETA Flows
- Electricity Supply Business Process
- Elexon BSCP & MRA Product Set
Tailor made technical support
EDW technical support packages are tailored to meet our individual customer requirements.