4 Need to Know

4.1 Assumed knowledge

This guide assumes you have knowledge of:

• The Java application environment.

• The operating system your organisation is using.

• IDX BPQD Technical specification

4.2 Support

If you contact AEMO's Support Hub for support about this online help, ask them to direct your ticket to the Industry Data Exchange support resolver group.

For non-urgent issues, normal coverage is 8:00 AM to 6:00 PM on weekdays, Australian Eastern Standard Time (AEST Australian Eastern Standard Time (market time)).

IT assistance is requested through one of the following methods:

• Phone: 1300 AEMO Australian Energy Market Operator 00 (1300 236 600)
• Contact Us form on AEMO’s website

Please provide the following information when requesting assistance from AEMO:

• Your name
• Organisation name
• Participant ID Registered participant identifier; A company can have more than one Participant ID.
• System or application name
• Environment: production or pre-production
• Problem description
• Screenshots

For AEMO software-related issues please also provide:

• Version of software
• Properties or log files
• A diagnostic support package (support dump), generated from pdrMonitor for Data Interchange A set of cooperating applications used to replicate data between AEMO's energy market systems and a participant's DBMS conforming to the MMS Data Model. related issues