Electric Reliability Council Of Texas Retail Market IT .
Electric Reliability Council of TexasRetail Market ITServicesService Level AgreementSummary:Availability targets and related service information for the ITservices provided by ERCOT that facilitate retail customerchoice in the ERCOT market.EFFECTIVE: 1/1/2013Retail Market IT ServicesERCOT – 2013Public1
Document RevisionsDateVersionDescriptionAuthor(s)rd.9First draftAaron SmallwoodthMarch 28 , 2006.91Revised draftAaron SmallwoodJune 1st, 20061.0Final VersionAaron SmallwoodJune 15 , 20061.1Revised final versionAaron SmallwoodMay 1, 20072.02007 annual review revisions with ERCOT business andAaron SmallwoodMarch 23 , 2006thMarket inputJune 25th, 20072.1Revised following further Market inputAaron SmallwoodJune 18 , 20082.2Revised for 2008Trey FeltonJuly 31st, 20082.21UpdatedTrey Felton2.22Revisions from TDTWGTrey FeltonSept 25 , 20082.3Final revisions for TDTWGTrey FeltonOct 1st, 20082.4TDTWG approval with changesTrey FeltonthOct 15 , 20083.0Approved by RMSTrey FeltonFeb 22nd, 20093.1Quarterly UpdateTrey Feltonth3.2Approved by RMSKyle PatrickJun 5 , 20093.3Initial updates for 2010. Added release weekend chart for2010. Added Appendix with definitions. Clarified wordings.Recommendations for Incident Log.Trey FeltonSep 28th, 20093.4Updates:Trey FeltonththAug 28 , 2008thApr 15 , 2009thDual-tiered SLA metric for Retail Processing. New graphsfor outage windows.Oct 10th, 20093.5TDTWG Updates to graph colors, wording in 2.1.2, andchart sizesTDTWGNov 2nd, 20093.6Updated definitions based on feedback from TDTWG.Updated MT verbiage section 2.2.3. Updates Outagedefinitions. Corrected error in Availability calculations forRetail.Trey FeltonNov 5th, 20093.7TDTWG Updates: revised outage definition.Trey FeltonthNov 13 , 20093.8Changed 20% to 15% in outage definitionTrey FeltonndDec 2 , 20093.9Review by TDTWG; minor changesTDTWGDec 9th, 20094.0Approved by RMSRMSSep 28 , 20104.1Updates for 2011 – new maintenance outage schedule,performance and availability monitoring changes, scopenot changed.Trey FeltonAug 1st, 20115.0Updates for 2012 – added Release windows (same asprior to Nodal Go-Live, changed core hours SLA target.Trey FeltonSept 3rd, 20115.1Updated 2.1.2, 2.2.2, and 4.0Trey Felton6.0Revised Sec 2.1.1, updated outage/release windows andTrey FeltonthrdOct 3 , 2012added 2013 calendar, removed references to TXSET4.0implementation and Windows 7 Browser supportNov 7th, 20126.12013 Draft SLA to TDTWGTrey FeltonRetail Market IT ServicesERCOT – 2013Public2
Introduction1. Retail Market IT Services1.1. Retail Transaction Processing1.1.1.Service Scope1.1.2.Service Availability1.1.3.Market Notification and Reporting1.2. MarkeTrak1.2.1.Service Scope1.2.2.Service Availability1.2.3.Market Notification and Reporting2. Retail Market IT Services Reporting3. Browser Compatibility4. Service Availability Renegotiations and ChangeControl Process5. Annual Review Process6. ApprovalsAppendix A: DefinitionsRetail Market IT ServicesERCOT – 2013Public3
1. IntroductionThis document describes the service availability targets, operating hours andreporting mechanisms for several IT services provided by ERCOT to the Texascompetitive retail electric market.Where applicable, these service targets build upon the requirements outlined inERCOT Protocols Section 15 and the Retail Market Guide to provide additionalguidance to Competitive Retailers and Transmission/Distribution ServiceProviders (TDSPs).In the event of a conflict between this document and the ERCOT Protocols,Retail Market Guide or PUCT Substantive Rules, the Protocols or PUCTSubstantive Rules take precedence over this document.2. Retail Market IT Services2.1 Retail Transaction Processing2.1.1 Service ScopeRetail Transaction Processing is the flow of retail transactions between ERCOTand Market Participants. The service is provided by an integrated group ofapplications and includes the following components: NAESB Proxy Servers NAESB Electronic Data Interchange (EDI) Registration Application ERCOT maintained infrastructure supporting retail transaction processingExcluded from the scope of the retail transaction processing service are systemsthat communicate with, but are not a primary component of, retail markettransaction processing services. These services are covered by the Market DataTransparency SLA: Enterprise Information Service (EIS) Settlements & Billing Services External Web Services Market Information System (MIS)2.1.2 Service AvailabilityERCOT targets retail transaction processing services to be available at least99.9% of the time from 7am to 7pm (core hours) Monday through Friday, andoutside of scheduled maintenance outage windows. ERCOT targets retailRetail Market IT ServicesERCOT – 2013Public4
transaction processing to be available at least 99% of the time 7pm to 7am (noncore-hours) Monday through Friday, and all day Saturday and Sunday, excludingscheduled maintenance outage windows. Outages included in the retailtransaction processing service availability metrics will be reported as follows:Any outage regardless of duration NAESB Proxy Servers NAESB ERCOT maintained infrastructure supporting NAESB processesOutages greater than 30 minutes* Electronic Data Interchange (EDI) Registration Application ERCOT maintained infrastructure supporting retail transaction processing*Market Notices will be sent in accordance with the Commercial OperationsMarket Guide, Appendix ps/currentERCOT reserves the following times as maintenance outage windows: Every Sunday—6:00am until 9:00pm (15 hours)0Core HoursAvailability– 99.5%1200ReservedAvailability – 99.9%1800Availability – 99%2400MonTueWedThursFriSunSatRelease Window: 4th weekend*– 5:00pm Saturday until 12:00am Monday (31 hours)MonTueWedThursFriSatSun0Week Availability – 99%Retail Market IT ServicesERCOT – 2013Public5Maintenance0600
*Exceptions:Month Release DateNot all Releases will fall on the 4th weekend (see scheduleFeb23/24at right). ERCOT will update and communicate release andApr27/28outage expectations quarterly via the stakeholder process.June8/9With the approval of this SLA, exceptions requiring an earlyJul27/28start time will be granted for 2pm Saturday provided aSep28/29notice is communicated to the Market no later than 10 daysprior to the outage. As part of on-cycle releases andDec7/8system changes, ERCOT may schedule changes during business hours thathave limited impact on production systems. These changes will becommunicated via Market Notice.Note: Should you have any specific questions, please contact your ERCOTAccount Manager or the ERCOT HelpDesk for clarifications at (512) 248-6800 orhdesk@ercot.com. A ticket will be generated by ERCOT and the issue will betracked to completion.Availability Breakdown:Service availability will be measured as a percentage of minutes that the serviceis available compared to the total number of minutes, excluding plannedmaintenance outage window time.ERCOT will report SLA availability metrics for both core hours (99.9%) and noncore hours (99%).Core Hours: Gross minutes per year at 99.9% 187,200 (7am-7pm, 5 days/week,52 weeks/year)99.9% availability 187.2 unplanned outage minutes per year, or 3.12 hoursNon-core Hours: Gross minutes per year at 99% 338,400 Reserved maintenance outage minutes per year 39,240 338,400 – 39,240 299,160 net availability minutes per year99% availability 2,992 unplanned outage minutes per year, or 49.86 hours2.1.3 Market Notification and ReportingERCOT will measure and report monthly retail transaction processing serviceavailability and track annual service availability for each calendar year. Theseresults will be reported monthly through the ERCOT governance process thatincludes the Texas Data Transport Working Group, the Retail MarketSubcommittee, Technical Advisory Committee, and ERCOT Board of Directors.ERCOT will maintain a log containing retail transaction processing incidents thatwill be updated monthly and made available on the ERCOT Service LevelRetail Market IT ServicesERCOT – 2013Public6Release 1Release 2Release 3Release 4Release 5Release 6
Agreement website (http://www.ercot.com/services/sla/). This log will includeservice availability and detailed information regarding each incident related toretail transaction processing. ERCOT IT Management will make initialclassification of each incident, based on criteria in Appendix A. Upon reviewthrough the stakeholder process, this classification may be changed.2.2 MarkeTrak2.2.1 Service ScopeThe MarkeTrak tool is a web-based database application used to track, manage,and store data utilized by ERCOT and Market Participants (MPs). This tool is thesupported method to track ERCOT Retail market issue management and datadiscrepancies in the market.Included in the scope of the MarkeTrak service are the user interfaces that MPsuse to create, contribute to, and resolve issues. These are the API (applicationprogrammatic interface) and the GUI (graphical user interface).2.2.2 Service AvailabilityERCOT targets MarkeTrak and its user interfaces, both the GUI and API, to beavailable 99% of the time from 7:00am – 7:00pm during business days andSaturday 8:00am – 12:00pm. ERCOT intends for MarkeTrak and its userinterfaces to be available outside of this time frame, however this time will not beincluded in the service availability metric for MarkeTrak.PerformanceERCOT will track response time for API Query List, Query Detail, Update andalso GUI. This data will be monitored from the ERCOT network perimeter at 5minute intervals by synthetic transactions. Benchmark performance levels (SLO)for API and GUI are determined by the MarkeTrak Task Force, and may bereviewed periodically.Outages of any duration that occur within the operating window specified abovewill be counted against the MarkeTrak service availability metric. Market Noticeswill only be sent for outages lasting more than 30 minutes.Retail Market IT ServicesERCOT – 2013Public7
SLO: 1.5 secondsSLO: 3.0 secondsSLO: 7.0 secondsSLO: 15 secondsMaintenance:Maintenance can be performed anytime outside of the availability timeframe(7:00am -7:00pm business days and Saturday 8:00am – 12:00pm). Marketnotices will be sent prior to performing any planned bility – 99%18002400Monitoring:Availability and performance for MarkeTrak is monitored through synthetictransactions which execute scripts against the IT applications at 5 minuteintervals. Upon returning a valid response, and not exceeding the timeoutthreshold, the IT application will be considered available. If this method cannotbe used due to issues with the monitor, the availability may be calculated bysystem or hardware uptime, and outage detection through operational monitoringtools.2.2.3 Market Notification and ReportingRetail Market IT ServicesERCOT – 2013Public8
ERCOT will measure and report monthly MarkeTrak and user interface serviceavailability and track annual service availability for each calendar year. Theseresults will be reported through the ERCOT governance process and includes theTexas Data Transport Working Group, the Retail Market Subcommittee, theTechnical Advisory Committee, and the ERCOT Board of Directors.ERCOT will maintain a log containing details of incidents that will be updatedmonthly and made available on the ERCOT Service Level Agreement website(http://www.ercot.com/services/sla/). This log will also include service availabilityperformance metrics and detailed information regarding each incident related toMarkeTrak performance.3. Retail Market IT Services ReportingService availability and impacting events related to the Retail Market IT servicesdescribed in this document will be reported monthly to the Texas Data TransportWorking Group, the Technical Advisory Committee and the Retail MarketSubcommittee. The availability metrics and detailed market notice log will beupdated monthly and posted to the Retail Market Subcommittee website onwww.ercot.com.Elements included in the detailed report are: Incident dateDate of initial Market Notice (if applicable)Market Notice ID tag (if applicable)Incident start and end times and durationApplication(s) affectedIssue descriptionIdentification method – the way that ERCOT learned of the incident(i.e. monitoring, notification from market participant, etc )Impact to the affected serviceMarket impact – total out of protocol for SWI, MVI, MESI, PMVI, and MVOResolution statusRoot cause when identifiedDate of any identified fix to be implementedAdditional comments or notesThe report also summarizes the market notice data by type in monthly andannual breakdowns.Market Participants may provide data and information regarding the impacts ofan incident to ERCOT to be included in the monthly report detailed above.Retail Market IT ServicesERCOT – 2013Public9
Information provided to ERCOT for the purposes of inclusion in the incident logwill be treated as confidential and may be submitted to:ERCOTRetailIncidentLog@ercot.com.4. Browser CompatibilityERCOT maintains its Retail IT Systems to support most commonly-used webbrowsers.Upon a request from the Texas Data Transport Working Group (TDTWG),ERCOT will either certify or have a plan to certify ERCOT systems to supportTDTWG-recommended browsers within six (6) months of the browser’s releasedate, as requested by the working group. ERCOT’s Divisional Project Office willwork with IT Customer Service to determine level of effort, and if the requestrequires a separate project. A compatibility matrix and configuration guide for theclient browsers for each application will be created and posted to Ercot.com.Additionally, ERCOT will work with the TDTWG to identify browser versions forwhich supportability can be discontinued. ERCOT will post configuration guidesfor browser versions to http://www.ercot.com/services/mdt/userguides/5. Service Availability Renegotiationsand Change Control ProcessRenegotiations of ERCOT retail market IT services can be initiated by eitherMarket Participants or ERCOT management by making a request to the RetailMarket Subcommittee.Version control in the form of document version numbering will be maintained inthis document as a means of providing a change control process.6. Annual Review ProcessERCOT is committed to providing IT services to the competitive electric market inTexas. ERCOT intends that the IT services described in this document align withmarket participant requirements to the extent that is operationally feasible. Tomaintain alignment between the requirements of the market participants and theretail market IT services delivered by ERCOT, the service availability targetsdefined in this document will be reviewed at least annually.Retail Market IT ServicesERCOT – 2013Public10
7. ApprovalsArea ofResponsibilityNameReviewed / ApprovedDateManager, IT ServiceDeliveryManager, ERCOTRetail OperationsBusiness Sponsor –RMS ChairAppendix A: DefinitionsThis section contains definitions of the systems referred to in this document andof the commonly used acronyms. Availability: The ability of a component or IT service to perform itsrequired function over a stated period of time Core Hours: 7am to 7pm Monday through Friday excluding ERCOTholidays Degradation: An event that causes the availability of ERCOT IT systemsto be impacted while still allowing for processing of or access to thesesystems Electronic Data Interchange (EDI): the transfer of data electronically Gross minutes - total minutes in a month Incident: Any event that causes the agreed levels of service of ERCOT ITsystems to be impacted Integration: The creation of links between previously separate computersystems, applications, services or processes NAESB: The North American Energy Standards Board (NAESB) servesas an industry forum for the development and promotion of standardswhich will lead to a seamless marketplace for wholesale and retail naturalgas and electricity. The Texas electric market has implemented NAESBEDM v1.6 as the required data transport mechanism. Net minutes: gross minutes minus planned outage minutes Outage : a temporary period where ERCOT IT systems are unavailableo Planned Outage: a planned change in ERCOT IT systems thatleads to them being unavailableo Unplanned Outage: any incident resulting in the unexpectedfailure of a computer or network hardware system or softwareapplication causing ERCOT IT systems to be unavailable. Indetermining if an incident is classified as an unplanned outage or adegradation, ERCOT may use the following benchmark:Retail Market IT ServicesERCOT – 2013Public11
Retail Processing: an unplanned outage would be declaredif an incident leads to over 15% of transactions being out ofprotocol during the period the incident occurredPlanned outage minutes: minutes used by ERCOT during themaintenance and release windowsProxy Server: a server which services the requests of its clients byforwarding requests to other serversRegistration Application: ERCOT’s customer relationship managementsystem (excluding eService application for Wholesale Settlementdisputes)Retail Transactions:o 814 – Enrollment transaction used for registration in the retailmarketo 867 – Usage transaction used for reporting consumption orgeneration of electricityo 824 – Application advice transaction used for responding to errorson 867 usage transactionso 997 – Acknowledgement transactionService availability percent: the percent of time that retail transactionprocessing services were available, not including planned outage minutesUnplanned Outage minutes: minutes retail transaction processingservices were not available that are outside of the planned use of themaintenance and release windowsRetail Market IT ServicesERCOT – 2013Public12
Dec 11, 2012 · Retail Market IT Services ERCOT – 2013 Public 2 Document Revisions Date Version Description Author(s) March 23rd, 2006 .9 First draft Aaron Smallwood March 28th, 2006 .91 Revised draft Aaron Smallwood June 1st, 2006 1.0 Final Version Aaron Smallwood June 15th, 2006 1.1 Revised final version Aaron Smallwood May 1, 2007 2.0 2007 annual review revisions with ERCOT business and
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