Due to the nature of our products, NSG support is broken down into the following areas:

• Upload/Download support: Available to all NSG data creating organisations and organisations approved by the Department for Transport (DfT) to download NSG data.
• Technical Support: Any user experiencing technical difficulties with our website e.g. accessing services available via this website (FTP access etc).

Talk to us directly by calling 0207 630 4600 or you can email us. The Helpdesk is available between 9.00 to 17.30 every working day (Monday to Friday) – this excludes all public holidays in England. We endeavour to be helpful and informative at all times.

Please note: the passing of any licensed addressing data to a contractor will require the relevant Royal Mail terms being passed on to them. In addition, their use of that data (including the number of users) must also form part of the required annual declaration(s) made for such use. The terms that you need to pass on are available here on the Ordnance Survey website.

1. Passing NLPG data for use by a Contractor: As NLPG usage is licenced to your authority via the PSMA, you will need to agree a PSMA Contractor Licence with your Contractor (advice should be sought from Ordnance Survey if you have any questions). The PSMA Contractor Licence can be found on the Ordnance Survey website.
   
   
2. Passing LLPG data for use by a Contractor: The licence for use of any Ordnance Survey/Royal Mail intellectual property contained in your LLPG is provided to your authority through the PSMA as an NLPG Addressing Dataset. Therefore, any onward use by a Contractor of your LLPG, as PSMA NLPG licenced data, will require a PSMA Contractor Licence to be agreed. The PSMA Contractor Licence can be found on the Ordnance Survey website.
   
   
3. Outsourcing or sub-contracting the creation, maintenance and provision of Authority Updates to GeoPlace from a Participating Authority:

   In the Data Co-operation Agreement (DCA) the licence covering the use of the Supplied Data (defined in the DCA as the: GeoPlace Databases, Ordnance Survey Data, Royal Mail Data and VOA Data) for the creation, maintenance and provision of Authority Updates to GeoPlace is detailed in the main agreement as part of the DCA documentation. This licence is limited to these processes and does not cover any usage of LLPGs and/or LSGs and/or the NLPG and/or the NSG either internally within your Authority or within any sub-contracting arrangement established by your Authority for the use of this data, (see 2) above).

   Therefore, in order to licence the Supplied Data as part of the provision of Authority Updates to GeoPlace, to an outsourced LLPG and/or LSG maintenance contractor, you will need to agree the terms (see DCA clauses 2.2, 6.1.4, 21.3 and 21.4) no less onerous than those set out in: a) the Contractor/Agent Licence contained in Schedule 4 of the DCA; and also b) the Royal Mail terms as Appendix 1 to Schedule 4 contained in Schedule 7 of the DCA documentation.

   Due to the specialist nature of these DCA Schedules, Word versions are only available on request from GeoPlace. Please email your request to: support@geoplace.co.uk

   Please note: that if your Authority does enter into a sub-contracting or outsourcing arrangement in order for Authority Updates to be sent to GeoPlace, the name and contact details of the sub-contractor must be sent by email to GeoPlace, to: support@geoplace.co.uk within thirty (30) Working Days of their appointment in accordance with clause 21.4 of the DCA
   
   

4. Passing NSG data for use by a Contractor: Use of NSG data is underpinned by the licence for Ordnance Survey material and intellectual property provided under the PSMA. You will need to agree a PSMA Contractor Licence with your contractor to enable their use of the NSG. The PSMA Contractor Licence can be found on the Ordnance Survey website.
   
   
5. Passing LSG data for use by a contractor: Use of LSG data is underpinned by the licence for Ordnance Survey material and intellectual property provided under the PSMA. You will need to agree a PSMA Contractor Licence with your contractor to enable their use of your LSG. The PSMA Contractor Licence can be found on the Ordnance Survey website.
   
   
6. Outsourcing or sub-contracting the creation, maintenance and provision of Authority Updates to GeoPlace from a Participating Authority:

   In the Data Co-operation Agreement (DCA) the licence covering the use of the Supplied Data (defined in the DCA as the: GeoPlace Databases, Ordnance Survey Data, Royal Mail Data and VOA Data) for the creation, maintenance and provision of Authority Updates to GeoPlace is detailed in the main agreement as part of the DCA documentation. This licence is limited to these processes and does not cover any usage of LLPGs and/or LSGs and/or the NLPG and/or the NSG either internally within your Authority or within any sub-contracting arrangement established by your Authority for the use of this data, (see 5) above).

   Therefore, in order to licence the Supplied Data as part of the provision of Authority Updates to GeoPlace, to an outsourced LLPG and/or LSG maintenance contractor, you will need to agree the terms (see DCA clauses 2.2, 6.1.4, 21.3 and 21.4) no less onerous than those set out in: a) the Contractor/Agent Licence contained in Schedule 4 of the DCA; and also b) the Royal Mail terms as Appendix 1 to Schedule 4 contained in Schedule 7 of the DCA documentation.

   Due to the specialist nature of these DCA Schedules, Word versions are only available on request from GeoPlace. Please email your request to: support@geoplace.co.uk

   Please note: that if your Authority does enter into a sub-contracting or outsourcing arrangement in order for Authority Updates to be sent to GeoPlace, the name and contact details of the sub-contractor must be sent by email to GeoPlace, to: support@geoplace.co.uk within thirty (30) Working Days of their appointment in accordance with clause 21.4 of the DCA
   
   

MSA Support:

• Assisting MSA signatories to order MSA services
  • Supply and receipt of digital order forms
• Order Administration
  • Log MSA service orders
  • Confirm order to user
  • Confirm service procedure and user actions (if required)
  • Set up FTP account and distribute T&C’s (where required)
• Troubleshoot user’s reports (explain and provide advice regarding error and warning flags):
  • Online validation reports,
  • Monthly healthcheck reports and
  • Monthly comparison reports.

Accessing the FTP Site:

1. Check you are using the correct username and password (obvious, but worth it!).
2. Check you are trying to access the correct folder i.e. “in” for uploads and “out” for downloads.
3. Check whether you can access other ftp sites e.g. ftp://ftp.microsft.com – if you can’t then you should contact your IT as it is likely your access has not been enabled.
4. If possible, try using a different ftp client to access the site (contact your IT dept with regards to this).

If after trying the above, you are still experiencing FTP access issues, then please email the helpdesk with the following information:

• What ftp client are you using?
• Have you been able to access the ftp server in the past? If so, when?
• A screenshot of any error messages
• A clear description of the problem e.g. can see existing files but not upload new ones
• Ask your IT dept if any proxy servers are being used and what firewall restrictions are in place

Logging into the NSG Site:

1. Check you are using the correct username and password (obvious, but worth it!).
2. Does your password need changing (passwords expire after 90 days)?
3. Check whether you have been automatically logged out – if so, you will need to log in again (this occurs after 29 minutes of inactivity)
4. Check the password rules when changing your password (passwords must be at least 8 characters long, they must contain at least one upper case letter and at least 4 number characters).

If after trying the above, you are still experiencing Login issues, then please contact the helpdesk with the following information:

• What action were you trying to perform e.g. trying to change your password?
• A screenshot of any error messages/data issues

If this has been useful, please let us know – info@thensg.org.uk

Please also visit our Technical Frequently Asked Questions