Do you need help?
Please submit the form below or raise a ticket via our Service Desk Customer Portal, and our team will respond as quickly as possible.
If you’d prefer to speak with someone, telephone contact details for our Service Desk are available on the right-hand side of this page.
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Service Level Agreements
Our Service Level Agreements (SLAs) set out the standards you can expect when you contact us, including how quickly we aim to acknowledge, respond to and resolve your request.
All SLAs are measured in working days (Monday to Friday, excluding bank holidays).
| Request Category | Description | SLA (Working Days) |
| My EMRS Registration | Requests relating to all company details within My EMRS, excluding Direct Debits | 5 |
| Invoicing & Payments | Requests relating to invoices and payments, including Direct Debits and reconciliation queries | 5 |
| Credit Cover – General Query | Requests relating to all Credit Cover activities excluding the returns process | 5 |
| Metered Volumes | Requests relating to reporting, missing metered volumes & data extracts | 5 |
| Supplier – Credit Cover Return | Requests relating to returns of Supplier Credit Cover across all schemes | 2 |
| Exemptions | Requests relating to Final Consumption Levy & Energy Intensive Industry exemptions | 5 |
| Demand Forecast Query | Request relating to Demand Forecast | 5 |
| Demand Forecast Submission | Submission of Demand Forecast | 1 |
| Metering Query | Request relating to all Metering activities excluding Metering Tests | 5 |
| Metering Test | Requests relating to Metering Tests | 14 |
| Satisfactory Performance Days & DSR Test | Requests relating to your SPDs & Extended Performance testing | 5 |
| Capacity Provider – Credit Cover Return | Requests relating to the release of your Applicant Credit Cover | 11 |
| SFTP | Request relating to your Secure File Transfer Protocol account setup | 8 |
| System Stress Event | Requests relating to Stress Events and Mock System Stress Event Reporting | 10 |
| CfD Generator Onboarding | Requests relating to Operational Conditions Precedent 2.1(A), including compliance letters, BMUs & Settlement Required Information | 5 |
| Digital Platforms & Communications | Requests relating to Newsletters, email communications, website issues, Settlement Data & My EMRS login issues | 5 |
| General | Requests that do not fall into one of the above categories | 5 |
Our Service Desk team will assess each request upon receipt and reserve the right to re-categorise where a different category is considered more appropriate. This may result in a change to the SLA.
Response hours
Our Customer Service team operates during the following hours:
- 8:30am – 5:30pm
- Monday – Friday
- Excluding bank holidays
Requests submitted outside of these hours will be treated as received on the next working day.
