Post on 25-Feb-2018
TIBCO Upgrade Project
Cutover & Hypercare Workshop for Market Participants –
19th July 2016
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Today’s Agenda
• Project Update - Paul Mallon
• Cutover - Declan Higgins
MCRs - Caroline Finneran and Mary Mulcahy
• Hypercare - Robert Aherne
• AOB, Q&A’s - All
Also Present: Gemma McHale (NIEN & CDA)
Aileen Greaves (ESBN)
Liz McFadden (IBM)
Stuart Graham (Capita)
TIBCO Upgrade Project
Project Update – 19th July 2016
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Plan on a Page - Progress
Project Phase
07/03 14/03 21/03 28/03 04/04 11/04 18/04 25/04 02/05 09/05 16/05 23/05 30/05 06/06 13/06 20/06 27/06 04/07 11/07 18/07 25/07 01/08 Aug/ Sep
Defect
Resolution
& Software
Deployment
Market Comms
IPT
PT
OAT
Regr. Test
KT
CER/UR
Progress
Reports
Cutover
Hyper-
care
MCR
2.3.2 PT
Cycle 1 & 2
2.3.3 SIT
2.3.3 PT 1
Defect Resol.
2.3.3 Soak 2.3.3 Smart Supplier
PT Close
PT
PT Sup Prep
Prod Ready
2.3.2 & WebSphere to all Supplier EMMAs
2.3.3 Suppliers
Ready to commence
IPT Pre-IPT
Environment
ready for PT
2.3.3 Packaged
IPT 2
DR3
Go-Live
5th – 7th August
Market
Assurance Report
CER/UR Project
Go/No-Go Hard Freeze –
Go-Live release
Hypercare
2.3.3 SIT Deploy
Knowledge Transfer
MCR UAT / Regression MCR DR3
MCR Go-Live
2.3.3 Deploy
Retail Market Communications and Feedback
EMMA
Ops
Cut-Over
TIBCO Upgrade Project
Cutover Details for Market Participants – 19th July 2016
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Agenda
• Introduction
• Overview
• What is involved?
• Cutover Preparation Phase
• Cutover Weekend
• Post-Cutover
• Important Points re Cutover
• Summary for Market Participants
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Introduction
• The purpose of this presentation is to provide all Market Participants
with a detailed understanding of:
• what is involved in the TIBCO Upgrade Project and MCRs release cutover and
• the tasks that must be performed by Market Participants in order to help
achieve a successful cutover
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Cutover Overview
• What is Cutover?
• Cutover refers to the migration of the current TIBCO based harmonised retail
electricity market messaging solution, based on schema v10, to a brand new
TIBCO based market messaging solution incorporating MCRs and schema
v11
• MCR 1111: Automated Debt Flagging Solution Ver 3.0
• MCR 1122: Introduction of Flag into the Market Design to identify Sites with Essential Plant Ver 3.0
• MCR 1136: 131 MM to be added to Messages Tab on Extranet Ver 2.0
• MCR 1151: Add the Meter Multiplier and Meter Category code value for each relevant MPRN to the COM_REG and DOM_REG
files available on the Secure File Transfer System (SFTS) Ver 2.0
• When is it?
• Cutover will take place on the weekend of Friday, 5th August with key activities
involving the project and all Market Participants planned for Friday 5th and
Saturday 6th August
• Sunday 7th of August is expected to see resumption of business as usual
activities but will be used to complete the Cutover if required
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Cutover Overview
• Who is involved?
• The cutover will involve the close co-ordination of tasks between
• TIBCO Upgrade Project (incl. MCRs)
• IBM, Capita, ESB ITS
• All Suppliers / Market Participants
• ESB Networks
• NIE Networks
• ReMCoDS
• TUP Cutover Manager is Declan Higgins
• TUP co-ordinator for Market Communications will be Paul Mallon
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What is involved?
• Cutover involves the migration of the current TIBCO based retail
electricity market messaging solution to a brand new TIBCO based
market messaging solution. This incorporates:
• A new Hub and a new EMMA for all Market Participants
• Go-live of MCRs (1111, 1122, 1136 and 1151) and a change in market
schema version v10 to v11
• Cutover will be managed through a list of planned activities to be
delivered in three distinct stages:
1. Cutover Preparation Phase (pre Cutover weekend)
2. Cutover (the Cutover weekend)
3. Post-Cutover (Hypercare)
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Cutover Preparation Phase
• The primary objective of the Cutover Preparation Phase is to ensure that
all Cutover pre-requisite activities have been successfully completed
ahead of the Cutover weekend and that all Supplier / Market Participant
EMMAs have been connected to the to-be production Hub and proven to be
operational.
• To achieve this, the project will be carrying out the following tasks
following completion of all project and market testing:
• Connect all to-be Production EMMAs to the to-be Production Hub
• Clean down the to-be Production Hub of all test data and messages
• Clean down the to-be Production EMMAs of all test data and messages
• Sending of additional test messages to verify end-to-end connectivity is in place and that all
production firewall rules, SSL certs and config settings for the full production market
environment are correct
• Final clean down of full production environment
All of this activity is currently underway and is scheduled to run through this week and early next
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Cutover Preparation Phase for MPs
• Most of the tasks to be carried out during the Cutover Preparation Phase
will be performed by the project, however, Suppliers / MPs may be required
to assist with the following items:
• Provide remote access to Capita to support the EMMA clean-down and final
configuration check activities
• Assist Capita in trouble-shooting any connectivity problems that may emerge
• Run the database clean-down scripts where Capita do not have direct access
to your database
• In addition:
• MPs are asked to actively reconcile their messages on a daily basis from now
until Cutover and promptly address any issues or queries with Capita Support
ahead of final v10 re-conciliations on the Friday night of Cutover
• Historical message resends should be requested well in advance of Cutover
• MPs should have tested their own system changes and confirmed the ability to
complete them within the time allowed
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Cutover Weekend
• As discussed, Cutover is scheduled for the weekend of Friday, August
5th
• The Cutover weekend schedule will be managed through a detailed list of
planned tasks that will progress measured through a number of key
milestones along the way
• Critical Cutover activities involving the project and all Market Participants
are planned for Friday 5th and Saturday 6th August
• Sunday will be used to complete the Cutover if required
• Cutover involves the complete migration of the retail electricity market
messaging solution to a new environment with an updated schema version
• A single, integrated approach to Cutover is required as the current/legacy
solution will become redundant as part of this Cutover
• The following slides detail the Cutover weekend with emphasis on tasks to
be carried out by Suppliers / Market Participants
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Cutover Weekend Communication
• The timings provided in this presentation may vary. All Market
Participants will be contacted directly when you are required to carry
out specific tasks
• All Market Participants will be asked to provide direct contact details
(e-mail and phone) ahead of the Cutover weekend
• The project will provide frequent updates on progress to all Market
Participants
• Market Participants will be asked to keep the project informed on the
progress of your activities
• The project will provide contact details that Market Participants can
use for status updates and for any assistance that may be needed
during Cutover
• The project will issue a formal Cutover sign-off to all
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Cutover – Plan on a Page
Friday Saturday Sunday
BACKUPS - NIEN & ESBN backups taken
8 AM
9 AM
10 AM
11 AM
12 PM
1 PM
2 PM
3 PM
4 PM
5 PM
6 PM
7 PM
8 PM
9 PM
10 PM
11PM
SYSTEM CHANGES - applied to ESBN & NIEN
SYSTEM REPOINT - NIEN & ESBN to new TIBCO solution
SYSTEM CHECK - verify all changes are ok
SYSTEM CONNECTIVITY TEST - End-to-End Market
Message tests with NIEN & ESBN
NIEN & ESBN A2A Connectivity Checks
ISOLATE – ESBN, NIEN, Extranet, Existing
HUB & EMMAs systems all isolated
SUPPLIER RECONCILE - MM602
SUPPLIER SWITCH & ROLLOUT - Suppliers switch backend
systems (if applicable) to New EMMA. Carry out test using 999
message
Project
Checkpoint
SUPPLIER STOP – stop sending MM
We will resume normal operations earlier no later than
this time
Order of events and timings may change.
- Point of No Return
Complete ESBN and NIEN Batch Schedule for
Daily Billing MMs
SUPPLIER APPLY CHANGES - Suppliers given go-ahead to make
MCR\schema software changes to their backend systems (if
applicable)
SUPPLIER START – Once Resumption Of Service issued
by Project , Suppliers may start sending MM again .
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Cutover - Milestones
Date Time Task Responsible Milestone
Friday 5th 18:00 Stop sending Market Messages. No further MMs until
Resumption of Services on Saturday at 22:30
Market Participants
Friday 5th
20:00 Delivery of Market Messages completed from ESBN & NIEN ESBN/NIEN (Capita)
Friday 5th 20:00 - 21:30 Reconciliation complete Market Participants
/ ESBN/ NIEN (Capita)
Friday 5th 21:30 - 23:30 Isolation of Central Market Systems complete
(SAP ISU / PI / TIBCO / EMMAs)
ESBN / NIEN (Capita) 1
Friday 5th 23:30 -
Midnight
Backup of Central Market Systems complete ESBN / NIEN (Capita) 2
Saturday 6th 08:00 - 10:45 MCRs applied to ESBN & NIEN systems ESBN / NIEN (Capita) 3
Saturday 6th
10:45 - 13:30 Full end to end MM connectivity between chosen suppliers for
ESBN and NIEN successful
POINT of NO RETURN
Selected Market Participants
/ ESBN / NIEN (Capita)
4
Saturday 6th
13:30 - 15:00 ESBN and NIEN systems application interface checks
successful
ESBN / NIEN (Capita) 5
Saturday 6th
15:00 - 21:45 All Suppliers / Market Participants have made their back-end
changes and have been rolled out to their new EMMA,
MM testing has been successful
If all are ready earlier than 21:45 we will resume normal
operations earlier.
TUP Team /
Market Participants
6
Saturday 6th
21:45 - 22:30 Resumption of normal service for ESBN, NIE and Market
Participants i.e. send and receive Market Message
ESBN / NIEN (Capita) /
Market Participants
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Cutover Weekend Schedule
FRIDAY 5th August Cutover Milestones
Time : Friday 21:30 to 23:30 – Project Team
1 of 7 Key Milestones achieved - Isolation of ESBN, NIEN and existing TIBCO Hub and EMMAs
successful
• Isolate Existing TIBCO HUB
• Stop ISU Production Batch Schedule
• Isolate ESBN and NIEN ISU & PI systems
Time : Friday 23:30 to midnight – Project Team
2 of 7 Key Milestones achieved - Backups of NIEN and ESBN systems successful
• Backup taken of both ISU systems in case rollback required
1
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Cutover Weekend Schedule
Saturday 6th August Cutover Milestones
Time : Saturday 08:00 to 10:45 – Project Team
3 of 7 Key Milestone achieved - Changes applied and verified to ESBN and NIEN systems
successfully
• Apply ISU, PI and BW system changes
• MCR functionality checks
• ISU Sanity Checks
• SAP PI (ESBN & NIEN) repoint to NEW TIBCO Production Hub
3
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Cutover Weekend Schedule
Saturday 6th August Cutover Milestones
Time : Saturday 10:45 to 13:30 – Project Team / Electric Ireland / PowerNI
4 of 7 Key Milestone achieved - Full end to end market message connectivity inbound and
outbound between chosen Market Participants for ESBN and NIEN successful
• Re-enable all RFC communications between SAP PI and SAP ISU (Both ways) – ESBN and NIEN
• Request ONLY Electric Ireland and PowerNI to make changes to their backend systems and repoint to
New EMMA in preparation for their connectivity testing
• Chosen Suppliers Connectivity Tests - Electric Ireland and PowerNI in parallel
• Sending of 999 message
• 013 inbound and 114 response outbound 4
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Cutover Weekend Schedule
Saturday 6th August Cutover Milestones
Time : Saturday 13:30 to 15:00 – Project Team / ESBN& NIEN Business users
5 of 7 Key Milestone achieved - ESBN and NIEN systems application interface checks successful
• ESBN A2A Interface Connectivity Tests
• NIEN A2A Interface Connectivity Tests
• Ensures all ESBN and NIEN internal system interfaces are working successfully before receiving multiple
Market Messages
• Full Market Participant rollout can now proceed
5
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Cutover Weekend Schedule
Saturday 6th August Cutover Milestones
Time : Saturday 15:00 to 21:45 – Project Team / All Market Participants
6 of 7 Key Milestone achieved - All Market Participants have now been rolled out to new EMMA
and MM testing has been successful
• TUP Project to inform Market Participants that they can now ALL make changes to their backend systems
(where applicable)
• Repoint backend system to NEW EMMA (if applicable)
• Send 999 connectivity test to TIBCO HUB (may take upto 5 minutes for confirmation back to EMMA)
In event of issues, Market Participants can contact the TUP project team at the Central Cutover
project number (to be provided) and at the TUP email address.
6
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Cutover Weekend Schedule
Saturday 6th August Cutover Milestones
Time : Saturday 21:45 to 22:30
7 of 7 Key Milestone achieved - Cutover completed successfully, Resumption of normal service
for ESBN, NIEN and Market Participants
• Recommence all scheduled ISU background jobs as normal
• Allow access to all ISU users
• Run Add Essential Plant scripts to trigger 301 and 701 Messages (ESBN only)
• Issue resumption of normal service notice to ReMCoDS
• Issue formal confirmation to the Market (including that Market Participants can now
resume sending MM again)
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Cutover Weekend –
Market Participants Tasks Summary
From now until cutover :
• Daily reconciliation of messages via MM602, request resends promptly, ensuring no backlog of
inbound MMs
Friday 5th August :
• Stop sending in market message from their Existing EMMA @ 6pm
• Reconcile the MM602 they receive later that evening and confirm all is ok with the Project
Saturday 6th August:
• Wait for Project confirmation to give go-ahead to:
• Make any necessary schema/MCR related changes to their backend systems
• Repoint their backend system from their Existing EMMA to their New EMMA
• Carry out a 999 connectivity test message on their new EMMA and confirm its success to the Project
• Wait for Final Project confirmation to give go-ahead to:
• Start sending market messages again when resumption of service is communicated
• COS messages held from Friday will start to flow through to Market Participants
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Post-Cutover Checks
• The post Post-Cutover Checks required of both the Project team and Market will
be covered in the presentation on Hypercare. In summary, Market Participants
will be required to
• Raise any issues or queries that may arise through the process outlined herein
• Attend the daily calls immediately post go-live and read the regular status updates
and briefings that will be issued
• Confirm daily message re-conciliation (602) for the period immediately post go-live
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Important Points re Cutover
• Cutover involves moving to a brand new market messaging solution (both Hub
and all EMMAs) with an updated version of the market schema. This means:
• All Market Participants are required to cutover to the new solution in order to be
able to send and receive messages following Cutover sign-off
• The current/legacy (v10) solution will no longer operate and Market Participants will
no longer be able to send or receive messages using those EMMAs
• In addition:
• The ability to send or receive messages through the legacy solution will be disabled
over the Cutover weekend
• Market Participants will be responsible for backing up and retiring their legacy
EMMAs as per their own requirements
• Finally, although the Cutover is scheduled to complete on Saturday 6th August as
discussed, Suppliers / MPs are requested to be contactable until formal notification
of successful Cutover sign-off has been received or that all Cutover activities for the
weekend have finished
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Approach to Contingency
• The general contingency for the various systems over the Cutover weekend is a
“Fix and go Forward” strategy
• That is, to keep attempting to fix the issue that arises until a specified cut-off
time whereby the Project will make a firm decision whether to roll back or
proceed
• A rollback scenario can only be invoked up to the Point of No Return
• Sunday will be used to address any issues and complete the Cutover if
necessary
• ESBN & NIEN MCR transports have been proven in 3 Dress Rehearsals so we
don’t anticipate any issues with these
• Successful connectivity between the Hub and all EMMAs will have been proven
prior to the Cutover weekend
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Questions?
ESBN Presentation , Tibco Upgrade Project
Market Release MCRs , WIP / Cutover
MCR 1111 (Debt Flagging) and MCR 1122 (Essential Plant)
MCR1136 and MCR1151
Caroline Finneran and Mary Mulcahy
19th July 2016
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Purpose of these Slides
Two Schema MCRs are being delivered in the same timeline as the Tibco Upgrade Project viz
• MCR1111 Automated Debt Flagging Solution Ver 3.0
• MCR1122 Introduction of Flag into the Market Design to identify Sites with Essential Plant Ver 3.0
Two Non-Schema MCRs are also being delivered viz
• MCR1136 131 MM to be added to Messages Tab on Extranet Ver 2.0
• MCR1151 Add the Meter Multiplier and Meter Category code value for each relevant MPRN to
the COM_REG and DOM_REG files available on the Secure File Transfer System (SFTS) Ver 2.0
These slides consider ,for RoI, the Work in Progress & Cutover aspects of these MCRs
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MCR1111 Automated Debt Flagging Solution Ver 3.0 (3 slides)
MCR1111 Automated Debt Flagging Solution ver 3.0
Caroline Finneran
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MCR1111 Automated Debt Flagging Solution – WIP at Cutover
Q : “For any debt objections which crossover between the old and the new process
being implemented, can we presume they will continue with the manual Secure File
Server process if they have started this way?”
A1 : Yes
Note: there is a very short window where the manual Secure File Server process may
not have started for an MPRN.
A separate document is available ’WIP and Cutover for MCR1111 Revision 2’ and it
describes the approach to Debt Flagging for the days immediately before and after the
cutover window in which MCR1111 Automated Debt Flagging Solution Ver 3.0 will be
applied to the Retail Market Central Market System in RoI
Please consider this document and if you have any response to make then send it in through the
usual channels
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MCR1111 Automated Debt Flagging Solution – Cutover
Q: ‘When does the Automated Debt Flagging Solution start’
A: After the cutover has finished
So, for any 110MM that is sent to a Supplier after cutover, an 012MM with ‘DCN’
Objection Reason Code can be sent in response.
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MCR1111 Automated Debt Flagging Solution – Suppliers NB
Suppliers – Reminder
Please ensure that all your agents are aware of the new processes , especially
when registering a MPRN that has been De-Energised by another Supplier
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MCR1122 Introduction of Flag into the Market Design to identify
Sites with Essential Plant Ver 3.0 (3 slides)
MCR1122 Introduction of Flag into the Market Design to identify Sites with Essential Plant
Mary Mulcahy
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Essential Plant : Initial Population on MPRNs
Within the Cutover window, ESBN will send a 301MM (Metered Site) or 700MM
(Unmetered Site) to the Registered Supplier of each MPRN that is flagged in the
Central Market System as Essential Plant.
The timeline for these are expected to be circa last thing on Saturday night for the
301MM and on the Monday for the 700MM
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Essential Plant : When will Essential Plant start to be seen on MMs
After cutover, Essential Plant Flag changes will be in place which means that
A. a 301MM /700MM /MM700W will be generated each time the value of Essential Plant Flag is changed ,
and issues at the instant of change when the EssentialPlantFlag is added( a value of 1) or the
EssentialPlantFlag is removed(a value of 0).
B. Once the Essential Plant Flag is present at a Meter Point, the following 14 messages will flag this fact,
including for example where the Essential Plant Flag was put onto the MPRN after the 010MM ,for example for
COS which started before cutover and completed afterwards, viz:
• 101 New Connection Registration Acceptance
• 101P New Connection Provisional Acceptance
• 102 Change of Supply Registration Acceptance
• 102P Change of Supplier Provisional Acceptance
• 105 Change of Supplier Confirmation
• 106D QH Meter Point Status Confirmation DeEnergisation
• 106E QH Meter Point Status Confirmation Energisation
• 306, 306W NQH Meter Point Status Change Confirmation DeEnergisation, and Withdrawal
• 307, 307W NQH Meter Point Status Change Confirmation Energisation, and Withdrawal
• 331 QH Interval Meter Technical Details
• 332, 332W NQH Non Interval Meter Technical Details, and Withdrawal
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MCR1122 Introduction of Flag into the Market Design to identify
Sites with Essential Plant – Suppliers
Suppliers : De-energisation of sites that have Essential Plant
Please ensure that all your agents put a note on the 017 where the site is
Essential Plant confirming that Registered Letters have issued
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Downloadable Meter Point Detail Files
Downloadable Meter Point Details files
10th August 2016 is when Suppliers will first see the changes as a result of MCR1122
and MCR1151 in the Downloadable Meter Point Details files.
2 MCRs are effecting the changes to the Downloadable Meter Point Details viz
• MCR1122 Introduction of Flag into the Market Design to identify Sites with Essential Plant Ver 3.0
• MCR1151 Add the Meter Multiplier and Meter Category code value for each relevant MPRN
to the COM_REG and DOM_REG files available on the Secure File Transfer System (SFTS) Ver 2.0
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Retail Market Participant Extranet
Retail Market Participant Extranet
After the Cutover has finished Suppliers will first see the changes on the RMP Extranet
as a result of MCR1122 and MCR1136
2 MCRs are effecting the changes to the Retail Market Participant Extranet viz
• MCR1122 Introduction of Flag into the Market Design to identify Sites with Essential Plant Ver
3.0
• MCR1136 131 MM to be added to Messages Tab on Extranet Ver 2.0
Thank You
Footer
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Questions?
TIBCO Upgrade Project
Hypercare Support Model for Market Participants – 19th July 2016
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Agenda
• Introduction
• Overview
• What is involved?
• Raising an Issue or Query
• Issue Resolution Process
• Hypercare Support Model
• Roles and Responsibilities
• Incidents, Defects and Change Approach
• Summary for Market Particpants
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Introduction
• This presentation aims to provide all Market Participants with an
understanding of the TIBCO Upgrade Project Hypercare support period
that will begin following successful Cutover of the TIBCO Upgrade
Project and MCRs release
• The presentation will inform Market Participants on
• The supports that will be in place and information that will be made available
during this period
• What to do if you have an issue or query
• How issues and queries will be managed
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Hypercare Overview
• What is Hypercare?
• Hypercare is the stabilisation period after successful TUP and MCR cutover
which focuses on elevated support for the new retail electricity market
messaging solution and MCRs being delivered
• Hypercare aims to ensure and verify that normal BAU market operations are
resumed as quickly as possible following cutover to the new solution
• When is it?
• Hypercare begins immediately after successful cutover and runs for a 6 week
period up to and including Friday, 16th September 2016
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Introduction to Hypercare
• Who is involved?
• The Hypercare Support team
• This will comprise of SME’s and Business Owners from the TUP project, Capita Support
Team, IBM Technical Team, ESB ITS Support Team, ESBN and NIEN
• RMDS & CDA
• Market Participants
Hypercare ManagerRobert Aherne
ESBN Business OwnerAileen Greaves
TUP ManagementStuart Graham
Paul MallonBilly Greene
Liz McFaddenLorna Davey
NIEN Business Owner Gemma McHale
Capita Business OwnerHugh O’Neill
ESBN Senior User John Bracken
NIEN Senior User Gemma McHale
RMDS OwnerJessica Gregory
Capita Team
IBM Team
ESB ITS Team
CDA OwnerJoan-Edel Smith
PMO SupportShane O’Higgins
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What is involved?
• Hypercare will be delivered through a set of clearly defined support
processes and structures aimed at ensuring:
• normal BAU market operations are resumed following cutover to the new solution
• all Market Participants are kept fully informed on the overall status of the new solution in the
period immediate post go-live
• any issues or queries that arise are dealt with efficiently and effectively and in accordance with
their severity
• This will be achieved through the following measures:
• Continuous monitoring and routine checks and reporting on all key aspects of the new solution
• Daily scheduled calls and updates for all Market Participants
• A single, centralised support centre managed through a defined set of processes and
structures for all issues and queries raised
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What is involved?
• Continuous Monitoring and routine checks and reporting by TUP,
ESBN NIEN
• The project will gather pertinent information from the following checks to be performed routinely
• The project will hold twice daily management status meetings to review this information and discuss
and prioritise any project issues in accordance with their severity
Report Producer
Connectivity/Heartbeat Report (between Hub and all EMMAs) Capita / IBM
TIBCO & SAP IS-U CMS Comparison Reports ESBN / NIEN
Message Counts / Reconciliations IBM / Capita
SAP PI Reporting ESB ITS / Capita
Performance IBM / Capita
System Alerts Capita / IBM
Incident / Defect Progress Report Capita
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What is involved?
• Daily scheduled calls and updates for all Market Participants
• The project will hold a daily con-call with all Market Participants, RMDS and CDA to provide a general
status update and discuss any items raised or queries that Market Participants may have
• This is will take place every day for the first two weeks and then continue as necessary
• Meeting invites will issue to all
• A formal summary status update of pertinent key performance indicators discussed on the previous
slide will issue daily
• A dedicated page on the RMDS website will be used to provide Market Participants with status updates
and other important information and provide answers to common queries through a FAQ section
• In addition, the project will liaise directly with Market Participants on individual issues and queries as
required
• All Market Participants will be asked to confirm message re-conciliation against their 602 on a daily
basis
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Raising an Issue or Query?
• As a Supplier / MP, what do I do if I have an issue or query?
• All issues and queries should be raised through the single, centralised support
number of the Capita Support Desk
• 0044 844 4632 567
• Normal support hours are from 8am – 8pm Monday to Friday
• A ticket will be raised and provided your call will be addressed as quickly as
possible through the process outlined:
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Issue Resolution Process
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Issue Resolution Process - Tier 1
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Issue Resolution Process - Tier 2
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Hypercare Support Model
High Priority / Severity
User Issue Found
Medium Priority / Severity
Tier 1 Support
(Capita Service Desk)
Tier 2 Support
(Capita Technical
Support, IBM Technical
Support, Project
Support Team)
Tier 3 Support
(Capita Senior Support
Team, IBM Senior
Support Team, ITS
Support Team)
Issue Unresolved
Log in Infra / QC
Updated and communicated back
down Tier’s
Low Priority / Severity
Training Issue
Logged, resolved & Closed
Unresolved query,
Logged and raised to Tier 2
Market participants
Note: Business Owners are Aileen Greaves for ROI and Gemma McHale for NI
TU
P M
anagem
ent T
eam
, E
SB
N &
NIE
N B
usin
ess O
wners
, R
MD
S,
CD
A
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Roles & Responsibilities
Role Responsibility
Market Participants
• Responsible for obtaining and understanding the training received to complete their day-to-day business process on
the new EMMAs
• Where an issue is identified – refer to training material as first point of resolution. If issue is not resolved escalate to
Call Logging / Tier 1 Support.
Tier 1 Support
• Guide and support MPs as required. Where there is an issue – investigate it and refer to training material as first point
of resolution.
• If the issue is not resolved consult / escalate to Tier 2 Support and record on relevant issues tracker (Infra).
Tier 2 Support
• Responsible for supporting Tier 1 Support
• Guide and support as required. Where an issue has been assigned – investigate for resolution first before escalating to
Tier 3
Tier 3 Support • Responsible for supporting Tier 2 Support to resolve issues in a timely and accurate manner
• Responsible for investigating & resolving all issues not resolved by Tier 1 or 2
Business Owners
• Manage in conjunction with the Hypercare Manager the day to day activities of the Hypercare period
• Be the link between the business and the Project Team
• Help set priorities for calls and defects
• Communicate with Market Participants
• Prepare weekly Hypercare reports
• Sign off Hypercare Exit report
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Updates on Issues or Queries
• How do I get an update on an issue or query I have raised?
• The Hypercare support team will liaise directly with Market Participants on all individual issues and
queries raised as updates become available
• Market Participants can contact the Capita Support Desk to request an update
• Depending on the severity of an issue, the TUP Management Team and/or ESBN and NIEN Business
Owners will also liaise directly with MPs as appropriate
• The project will hold a daily con-call with all Market Participants, RMDS and CDA to provide a general
status update and discuss any items raised or queries that Market Participants may have
• A formal summary status update of pertinent key performance indicators discussed on the previous
slide will issue daily
• A dedicated page on the RMDS website will be used to provide Market Participants with status updates
and other important information and provide answers to common queries through a FAQ section
• How does a serious issue get escalated?
• The project will escalate issues internally based on their severity as part of the issue resolution
process
• If a Market Participant feels their issue is not being dealt with to the level expected, they can escalate it
to the TUP Management Team / Business Owners directly – contact details to be provided
• The TUP Management Team and Business Owners will form part of the overall Hypercare Support
Management team and will be familiar with all open issues raised by MPs
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Incidents, Defects & Change Approach
• The focus of the Hypercare Support team will be to ensure steady-state BAU
market operations are resumed as quickly as possible following cutover to the
new solution
• Any changes required to the new Production environment (Hub or EMMAs) as a
result of a High severity issue arising will be done so through an agreed
Emergency / Planned Release
• Depending on the severity of an issue, an emergency release could be required
and this, if necessary, will be decided upon through the TUP Management Team,
the Business Owners, RMDS and CDA in communication with the Market
• Incidents and Defects discovered during the Hypercare period that are not
deemed as High in severity either because
a) their impact on the market is limited and/or
b) there is an adequate workaround available
will be packaged up into the planned deferred release on a date to be agreed
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Summary of activities for MPs
• The primary objective of Hypercare is to ensure steady-state BAU
market operations are resumed as quickly as possible following
cutover to the new TIBCO market messaging solution. To aid this,
Market Participants are requested to:
• Raise any issues or queries that may arise through the process outlined
herein
• Attend the daily calls immediately post go-live and read the regular status
updates and briefings that will be issued
• Confirm daily message re-conciliation for the period immediately post go-live