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Document Title: SERVICE LEVEL TARGETS FOR HORIZON SERVICES
Document Type: Contract Controlled Document
Release: N/A
Abstract: A summary of service levels and associated service level targets in relation to the Horizon
Services
Document Status: AUTHORISED
Originator & Dept: Liz Tuddenham, Network Support, Post Office™ Ltd
Contributors: Richard Brunskill, James Stinchcombe, Simon Fawkes, Hilary Forrest, Simon Glynn,
Bernadette O’Donnell
Approval Authorities:
Name Position Signature Date
Dave Baldwin Director Customer Service — Fujitsu
Services
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Liz Tuddenham_I Supplier & Service Performance
Manager- Post Office™ Ltd
0. DOCUMENT CONTROL
0.1 VERSION HISTORY
Version Dated Change Details
1.0 23/12/2002 _I First Authorised version introduced as part of the Amendment
1.1 16/12/2004 _I Amendments for introduction of S70/75 Releases
1.2 21/12/04 POL review and update
1.3 06/01/2005 I FS comments and amendments
2.0 24/01/05 Updated version for authorization post S70/75 and removal of TSD
2.1 23/02/05 Updated from the review of 2.0
2.2 19/08/05 Updated to reflect agreed wording
3.0 29/09/05 No comments made on version 2.2 issued for Sign Off
0.2 DOCUMENT REFERENCES
Ref. Title Version Reference
Number
1. Schedule 15
The Agreement
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0.3 DISTRIBUTION LIST
Name Title Organisation
Ruth Holleran General Manager Network Support Services Post Office™
Liz Tuddenham Supplier and Service Performance Manager Post Office™
Dave Baldwin Director Customer Service Fujitsu Services
Richard Brunskill Infrastructure Services Manager Fujitsu Services
0.4 GLOSSARY
Unless the context otherwise requires, the following terms have the following meanings:
Abbreviation Definition
SLT Service Level Target
MBS Message Broadcast Service
LDT Liquidated Damage Threshold
ARL Additional Remedy Level
OLA Operational Level Agreement
PM Performance Metrics
0.5 CHANGES IN THIS VERSION
Version Changes
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0.6 CHANGES EXPECTED
Changes
Document needs to be updated to reflect the changes in SLT for s 80 release
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0.7 CONTENT
DOCUMENT CONTROL.......ccccssssssssssssssssseessessessssseensneeeseeetenenerens 2
VERSION HISTORY.
DOCUMENT REFERENCES
DISTRIBUTION LIST.
GLOSSARY..........:--
CHANGES IN THIS VERSION
CHANGES EXPECTED
CONTENT
INTRODUCTION ..........sccsssssssesssssesssseseseersnsesesesesesesteeeeseeensesesesesnsees
PURPOSE..
SCOPE...
CONTRACTUAL PRECEDENCE,
OBJECTIVES
PERFORMANCE MONITORING.
SERVICE LEVEL TARGET MAINTENANCE..
SERVICE LEVEL TARGETG.........ccsccsssssssssssssssssessssensesssssessseeeneeen 8
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1. INTRODUCTION
1.1 PURPOSE
This document details the Service Level Targets (SLTs) contracted to by Fujitsu Services in relation to the agreed
service levels and performance metrics as described in Schedule 15 of The Agreement. Furthermore this
document identifies those service levels targets which have an associated Liquidated Damage Threshold and/or
Additional Remedy Level
1.2 SCOPE
The scope of these SLTs is limited to those Service Levels and performance metrics described in Schedule 15 in
relation to the Horizon Services and any other Service Levels which may be introduced via the Contract Change
Procedure from time to time.
1.3 CONTRACTUAL PRECEDENCE
The description in the service requirement column is in abbreviated form and is for identification purposes only.
In the event of conflict or inconsistency, Schedule 15 shall have contractual precedence over the table in section 2
of this document in respect of the description in the service requirement column and the column indicating a
related LDT and or ARL.
In respect of the service level descriptions in this document, the actual Service Level Targets shall always be as
stated in the service level target column in section 2 of the latest authorised version of this document as recorded
in the CCD entitled “Contract Controlled and Referenced Document” (BP/SPE/026).
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1.4 OBJECTIVES
The main objective of the SLTs is to assure the overall performance of the Horizon Services as they impact upon
the business at post office Branches and the services provided to clients of Post Office Ltd.
1.5 PERFORMANCE MONITORING
Unless stated otherwise in the table in section 2 of this document, performance against these SLTs will be
regularly monitored by Fujitsu Services and reported monthly to Post Office Ltd in the service review book as
described in Schedule 19 of The Agreement.
1.6 SERVICE LEVEL TARGET MAINTENANCE
For the avoidance of doubt, any changes to the SLTs or performance metrics stated in this document may be
agreed through the Soft Change Control Procedure. Changes to the actual service requirement must be agreed
through the Hard Change Control Procedure as these service requirements are detailed within Schedule 15 of the
Agreement.
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2. SERVICE LEVEL TARGETS
Ref: Service requirement Service Level LDT and/or
Target ARL
YIN
SERVICE LEVELS FOR SUPPORT DESK
SERVICES
Engineer Services
E1.1 Priority A — Local within 4 hours 95% Y
E1.2 Priority A — Intermediate within 6 hours 95% Y
E1.3 Priority A— Remote within 8 hours 95% Y
E2.1 Priority B — Local within 8 hours 95% Y
E2.2 Priority B — Intermediate within 10 hours 95% Y
E2.3 Priority B— Remote within 12 hours 95% Y
E3.1 Average Downtime <=24.5% N
E41 Engineer Visits completed within 20 minutes >50% N
Horizon System Helpdesk
H1.1 Calls answered within 30 seconds >=80% N
H1.2 Average time to answer <10 seconds N
H1.3 Calls not answered <5% N
H2.1 Level 1 calls resolved within 5 minutes 95% N
H2.2 Average time to resolve Level 1 calls <3.0 minutes N
H3.1 Level 2 calls resolved within 30 minutes 95% N
H3.2 Average time to resolve Level 2 calls <10 minutes N
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H3.3 Availability of Voicemail facility outside of HSH 100% N
standard hours
H3.4 Voicemail calls raised on Fujitsu Services call 100% N
logging system next HSH working day
H4.1 Authorised reboots per average counter position 1 N
every 4 months is less than
Ref: Service requirement Service Level I LDT and/or
Target ARL
Y/N
SERVICE LEVELS FOR DATA DELIVERY
Data File Delivery - Outbound (APS)
DO1.1_I APS transactions delivered by day B 96.5% Y
DO1.2 I APS transactions delivered by day C 97.5% Y
DO1.3__I APS transactions delivered by day D 98.5% Y
DO1.4 I APS transactions delivered by day J 100% Y
Data File Delivery - Outbound (TPS)
DO2.1_I TPS transactions delivered by day B 96% Y
DO2.2 I TPS transactions delivered by day C 97% Y
DO2.3_I TPS transactions delivered by day D 98% Y
DO2.4_ I TPS transactions delivered by day J 100% Y
Data File Delivery - Outbound (OBCS)
DO3.1__I OBCS transactions delivered by day B 96% Y
DO3.2 I OBCS transactions delivered by day C 97% Y
DO3.3__I OBCS transactions delivered by day D 98% Y
DO3.4 I OBCS transactions delivered by day J 100% N
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Data File Delivery - Outbound (LFS)
DO4.1.1 I Confirmation of Pouch received at Outlet by Day A 97% N
DO4.1.2 I Confirmation of Pouch received at Outlet by Day B 97.2% Y
DO4.1.3 I Confirmation of Pouch received at Outlet by Day I 100% N
DO4.2.1 I Details of SAPADS Pouch Collected from Outlet 97% N
by DayA
DO4.2.2 I Details of SAPADS Pouch Collected from Outlet 97.2% N
by Day B
DO4.2.3 I Details of SAPADS Pouch Collected from Outlet 100% N
by Day I
DO4.3.1 I Daily Cash on Hand details to SAPADS by Day A 96.25% N
DO4.4.1 I Wednesday Weekly Stamps/Stock and Inventory 98% N
Items details by following Friday
DO4.4.2 I Thursday Weekly Stamps/Stock and Inventory 97% N
Items details by following Friday
Ref: Service requirement Service Level LDT and/or
Target ARL
YIN
DO4.4.3 I Friday Weekly Stamps/Stock and Inventory Items 96% N
details by same day
DO4.4.4 I All Weekly Stamps/Stock and Inventory Items 100% N
details by Thursday of third week
Data File Delivery - Outbound (Reconciliation
and Settlement Reports to TIP gateway)
DO5.1_ I The first SLT calendar year : <=4 failures in N
Delivery by 08:05 Day B (providing the LREC is total
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received by Fujitsu at 23:59:59 Day A) this is
irrespective of a DRSH failure.
Delivery by 08:05 Day B (providing the LREC is
received by Fujitsu at 01:59:59 Day B). If there is
a DRSH failure the target is 10.05 Day B.
If the LREC is received by Fujitsu between 02.00
and 22:00 Day B the file will be delivered in line
with the target for received by 01:59:59 Day B but
the file will not be enriched with the LREC data
until day C.
DOS5.2
Subsequent Calendar years :
Delivery by 08:05 Day B (providing the LREC is
received by Fujitsu at 23:59:59 Day A) this is
irrespective of a DRSH failure.
Delivery by 08:05 Day B (providing the LREC is
received by Fujitsu at 01:59:59 Day B). If there is
a DRSH failure the target is 10.05 Day B.
If the LREC is received by Fujitsu between 02.00
and 22:00 Day B the file will be delivered in line
with the target for received by 01:59:59 Day B but
the file will not be enriched with the LREC data
until day C.
<=2 failures in
total per SLT
year
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DOS5.7
If there is a failure within the Fujitsu Services Ltd.
domain on a system [other than DRSH or TES]
which is being utilised in the generation of the
Reconciliation and Settlement Reports, delivery of
said reports will be by 12.00 Day B.
If the system failure is either of the DRSH or TES,
then said reports will be delivered by 18.00 Day
B
100%
N
Ref:
Service requirement
Service Level
Target
LDT and/or
ARL
Y/N
Data File Delivery - Outbound (REC)
DO6.1
Number of failures of REC file delivered to CAPO
daily by 03.00 in first SLT calender year
<=4
DO6.2
Number of failures of REC file delivered to CAPO
daily by 03.00 in subsequent SLT calender years
<=2
DO6.3
Number of failures of REC file delivered to A &L
daily by 03.00 in first SLT calender year
<=.
DO6.4
Number of failures of REC file delivered to A &L
daily by 03.00 in subsequent SLT calender years
<=
N
N
N
N
DO6.5
REC files will be delivered to CAPO by 16.00 on
Day B
100%
N
DO6.6
REC files will be delivered to A&L by 18.00 on
Day B
100%
N
Performance Metric
DO6.7
REC files are despatched to CAPO and A&L by
100%
N
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00.10 daily
Data File Delivery — Inbound (OBCS stop lists)
Dl1.1 OBCS stop lists delivered by day B 96% Y
DI1.2 OBCS stop lists delivered by day C 97% Y
DI1.3 OBCS stop lists delivered by day D 98% Y
DI1.4 OBCS stop lists delivered by day J 100% N
Data File Delivery —- Inbound (LFS)
Dl2.1.1_ I SAPADS Planned Orders delivered by 08:00 on 90% N
DayA
DI2.12 I SAPADS Planned Orders delivered by 12:00 on 96% Y
DayA
DI2.2.1_ I SAPADS Advice Notes delivered by 08:00 on day 97% N
Cc
Data File Delivery - Inbound (APS reference
data)
DI3.1 APS reference data delivered by day B 96% N
DI3.2 APS reference data delivered by day C 97% N
DI3.3 APS reference data delivered by day D 98% N
DI3.4 APS reference data delivered by day J 100% N
Ref: Service requirement Service Level LDT and/or
Target ARL
YIN
Data File Delivery — Inbound (Reference Data )
DI4.1 Reference Data delivered by day B 96% N
Dl4.2 Reference Data delivered by day C 97% N
DI4.3 Reference Data delivered by day D 98% N
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DI4.4 Reference Data delivered by day J 100% N
SERVICE LEVELS FOR BANKING SERVICES
Transaction Times
B1.1 Average transaction time using Fixed <=4.2 seconds Y
Connections
B1.2 Average transaction time using ADSL <=5.2 seconds Y
Connections
B1.3 Average transaction time using Dialed <=8.2 seconds Y
Connections
B1.4 Banking Transactions using Fixed Connections 95% N
less than or equal to 8 seconds
B15 Banking Transactions using ADSL Connections 95% N
less than or equal to 9 seconds
B1.6 Banking Transactions using Dialed Connections 95% N
less than or equal to 12 seconds
B1.7 Banking Transactions using Fixed Connections 99% N
less than or equal to 15 seconds
B1.8 Banking Transactions using ADSL Connections 99% N
less than or equal to 20 seconds
B1.9 Banking Transactions using Dialed Connections 99% N
less than or equal to 20 seconds
Ref: Service requirement Service Level I LDT and/or
Target ARL
YIN
Central Systems Availability - (for each
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Availability Period)
B2.1.1_ I Number of Core NB System Faults causing <=3 Y
NBS unavailability in more than 20% of all
Branches during NB Core Hours
B2.1.2 I Number of Core NB System Faults causing <=12 Y
NBS unavailability in more than 20% of all
Branches during Non NB Core Hours
B2.1.3 I Availability Period aggregate Average Branch <= 3 hours 25 Y
Outage during NB Core Hours minutes
B2.1.4 I Availability Period aggregate Average Branch <=15 hours Y
Outage during Non NB Core Hours
Performance Metric — measured quarterly
B2.2.3 I Availability Period aggregate Average Branch <=3 hours 25 N
Outage during NB Core Hours. minutes
B2.2.4 I Availability Period aggregate Average Branch <=7hours 30 N
Outage during Non NB Core Hours minutes
Network Availability - (for each SLT Calendar
Year)
B2.4.1 Central Network Availability >=99.95% N
B2.4.2 _I A&L Network Availability >=99.95% N
NBS reliability measures
B3.1 Fixed Connection reliability 99% Y
B3.2 ADSL Connection reliability 99% Y
B3.3 Dialed Connection reliability 97% Y
Data Reconciliation Service measures
B4.1 NB Priority Exceptions resolved in 8 hours or less 95% N
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NB Authorisation Agent availability for each
Availability Period
B5.1 Number of PI outages for more than 2 minutes for <=1 N
same bank
Ref: Service requirement Service Level I LDT and/or
Target ARL
Y/N
B5.2 Number of PI outages for more than 2 minutes for <=2 N
different_banks
Performance Metric
B5.3 Number of PI outages for more than 1 minute for <=1 N
same bank
B5.4 Number of PI outages for more than 1 minute for <=2 N
different_banks
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SERVICE LEVELS FOR MISCELLANEOUS
SERVICES
Data Errors
DE1.1 BIMs report issued within 5 days 95% N
71.1 TESQA availability between 07:00 and 22:00 for 99.75% N
which equals
SLT Calendar Year <=13 hours
30mins
downtime
71.2 Transaction received in the Data Centre between 97% N
07.00 and 20.00 daily will be available within 15
mins on the TESQA for the SLT Calendar Year
71.2.1 If the TES fails transaction received in the Data 100% N
Centre between 07.00 and 20.00 daily will be
available within 2 hours on the TESQA for the
SLT Calendar Year
42
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Trangac N
tion
receive
d in the
Data
Centre
betwee
n 20.00
and
22.00
daily will
be
availabl
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Data Errors
DE1.1 BIMs report issued within 5 days 95% N
71.1 TESQA availability between 07:00 and 22:00 for 99.75% N
which equals
SLT Calendar Year <=13 hours
30mins
downtime
71.2 Transaction received in the Data Centre between 97% N
07.00 and 20.00 daily will be available within 15
mins on the TESQA for the SLT Calendar Year
71.2.1 If the TES fails transaction received in the Data 100% N
Centre between 07.00 and 20.00 daily will be
available within 2 hours on the TESQA for the
SLT Calendar Year
T1.3 97% N
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Transaction received in the Data Centre between
20.00 and 22.00 daily will be available within 40
mins on the TESQA for the SLT Calendar Year
71.3.1
If the TES fails, transaction received in the Data
Centre between 20.00 and 22.00 daily will be
available within 2 hours on the TESQA for the
SLT Calendar Year
100%
71.4
Transaction received in the Data Centre between
22.00 and 07.00 daily will be available within 4
hours on the TESQA for the SLT Calendar Year
100%
Performance Metrics
71.5
The query time for properly constrained
<=20secs
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transaction queries on the TESQA between 07.00
and 18.00
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