Piclo Support
Piclo offers tailored support services to each System Operator (SO) based on their specific contract. Below is an overview of the available support.
Account Manager
Every SO is assigned a dedicated Piclo Account Manager who ensures smooth onboarding and is available for in-depth discussions on challenges and strategies to help you maximise the value of Piclo.
General Support
Piclo’s Customer Support team is here to provide general assistance and answer any questions. The level of support available depends on your contracted agreement with Piclo and may include:
- Personalised demonstrations and onboarding support
- Access to SO and FSP support articles
- In-app support tool linking to articles and email support
- Email support and virtual meetings
- Support calls during key competition dates or as needed
- Market engagement assistance during competition rounds
- A dedicated SO profile page on piclo.energy
- Access to analytics within the Piclo Platform
- Custom analytics reports
Competition Support
During competition periods, your Account Manager and the DER team will work with you to deliver a Market Engagement Strategy to drive Flexible Service Provider (FSP) participation. Piclo also provides SOs with competition overview reports to track FSP engagement. These reports typically include:
- FSPs’ asset status (qualifying or non-qualifying)
- FSP competition qualification status (confirmed entry, withdrawn, or undecided)
- An overview of FSPs participating in the competitions
On-Call / Out-of-Hours Support
Depending on your contract, out-of-hours support may be available for urgent requests or issues. This service is recommended for frequent competitions (e.g., daily competitions) or when key activities occur outside core working hours (9:00-17:00), depending on the market design.
The Piclo team is committed to supporting SOs as they use Piclo. If there’s any additional support that would be helpful, please contact us at support@piclo.energy.