FUJ00122188
FUJ00122188
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a)
and 5B, MC Rules 1981, r'70)
Statement of Andy Paul Dunks
Age if under 18 Over 18 (If over 18 insert ‘over 18’)
This statement (consisting of -6-- pages each signed by me) is true to the best of my knowledge and
belief and I make it knowing that, if it is tendered in evidence, I shall be liable to prosecution if I have
wilfully stated in it anything which I know to be false or do not believe true.
Dated the 22% dayof March 2006
Signature
I have been employed by Fujitsu Services, Post Office Account, formally ICL Pathway Ltd.,
since the 11" March 2002 as an IT Security Analyst where I am involved in IT Security for the
POA I am authorised by Fujitsu Services to undertake extractions of audit data held on the
Horizon system and to obtain information regarding system transaction information processed
on the Horizon system.
I have been asked to provide details and information on the reports of monitor faults, polling
failures, equipment failures and calls for advice and guidance logged by the Horizon System
Helpdesk recorded during the period November 2003 to November 2004 for the Gaerwen Post
Office — FAD Code 160604
I have reviewed the helpdesk calls pertaining to this office and during the period 1st November
2003 to the 30” November 2004 there were 14 calls from Gaerwen Post Office - FAD Code
160604 to the Helpdesk. I am of the opinion that none of these calls relate to faults which
would have had an effect on the integrity of the information held on the system.
Details and an overview of the calls are given in date order below:
16 February 2005 13:29hrs, Call E-0502160667- Pm states has gone to rem his cheques
out, but has a difference on his reports, pm wants help adjusting stock. Resolution: balancing
issue, referred to NBSC Team - Call Closed.
23 April 2005 08:21hrs, Call Reference E-0504230043 — Post Office Manager (POM) states
his gateway counter has not loaded "please telephone horizon for instruction". Resolution:
Key refresh not completed successfully, advised to reboot both counters which resolved issue —
Signature Signature witnessed by
CS011A (Side A) Version 3.0 11/02
FUJ00122188
FUJ00122188
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
Key refresh not completed successfully, advised to reboot both counters which resolved issue —
Call Closed.
18 June 2005 05:21hrs, Call Reference E-0506180013 - CRITICAL EVENT RCVD
(received) on H16060400102 @ 03:31 18th Jun 2005 - The device, \device\harddiskO\partition1
had a bad block. Resolution: Remotely rebooted counter - Call Closed.
oe
02 July 2005 09:37hrs, Call Reference E-0507020110 — PM had to reboot because the
system was down and cannot pass the AP (Automated Payment) recovery. Resolution:
referred PM to NBSC — Call Closed.
02 July 2005 09:41hrs, Call Reference E-0507020115- pat at NBSC transferred postmaster
at site. PM states he has a screen freeze. Resolution: Advised PM to reboot ~ Call Closed.
02 July 2005 10:06hrs, Call Reference E-0507020145 ~ Counter frozen. PM said it keeps
going to AP recovery screen. Resolution: PM to leave off for 5 minutes and reboot, but this
time not to proceed with AP recovery screen, Advised Pm to re-calibrate the screen, - Call
Closed.
02 July 2005 10:57hrs, Call Reference E-0507020183 — PM states that the touch screen is
not responding. Resolution: Advised Pm to re-calibrate the screen — Call Closed.
for counter H16060400102, ‘The device, \device\harddiskO\partition! had a bad block.
Resolution: Remotely re-booted counter which resolved fault - Call Closed.
x 13 July 2005 23:10hrs, Call Reference E-0507130815 — A critical event has been received
13 October 2005 08:37hrs, Call Reference E-0510130072 — PM states the card account
kyo withdrawals have a zero entry for the value. Resolution: Transferred to NBSC - Call Closed.
13 October 2005 10:38hrs, Call Reference E-0510130345 -— caller states the auditor
requires a One Shot Password (OSP). Resolution: OSP ref No’ given — Call Closed.
14 October 2005 11:33hrs, Call Reference E-0510140328 — Caller states that the auditor
requires OSP. Resolution: OSP given — Call Closed.
31 October 2005 14:16, Call Reference E-0510310998 - Catherine at NBSC states that the
Signature Signature witnessed by
CSO11A Version 3.0 11/02
FUJ00122188
FUJ00122188
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
Call Closed.
18 June 2005 05:21hrs, Call Reference E-0506180013 — CRITICAL EVENT RCVD on
H16060400102 @ 03:31 18th Jun 2005 - The device, \device\harddiskO\partition1 had a bad
block. Resolution: Remotely rebooted counter - Call Closed.
02 July 2005 09:37hrs, Call Reference E-0507020110 — PM had to reboot because the
system was down and cannot pass the Ap recovery. Resolution: referred PM to. NBSC -— Call
Closed.
02 July 2005 09:41hrs, Call Reference E-0507020115- pat at NBSC transferred postmaster
at site. PM states he has a screen freeze. Resolution: Advised PM to reboot — Call Closed.
02 July 2005 10:06hrs, Call Reference E-0507020145 — Counter frozen. PM said it keeps
going to APO recovery screen. Resolution: PM to leave off for 5 minutes and reboot, but this
time not to proceed with AP recovery screen, Advised Pm to re-calibrate the screen, — Call
Closed.
02 July 2005 10:57hrs, Call Reference E-0507020183 — PM states that the touch screen is
not responding. Resolution: Advised Pm to re-calibrate the screen — Call Closed.
13 July 2005 23:10hrs, Call Reference E-0507130815 — A critical event has been received
for counter H16060400102, ‘The device, \device\harddiskO\partitiont had a bad block..
Resolution: Remotely re-booted counter which resolved fault - Call Closed.
13 October 2005 08:37hrs, Call Reference E-0510130072 — PM states the card account
withdrawals have a zero entry for the value. Resolution: Transferred PM to NBSC - Call
Closed.
13 October 2005 10:38hrs, Call Reference E-0510130345 - caller states the auditor
requires a One Shot Password (OSP). Resolution: OSP ref No’ given — Call Closed.
14 October 2005 11:33hrs, Call Reference E-0510140328 — Caller states that the auditor
requires OSP. Resolution: OSP given — Call Closed.
31 October 2005 14:16, Call Reference E-0510310998 - Catherine at NBSC states that the
Signature Signature witnessed by
CSOt1A Version 3.0 11/02
FUJ00122188
FUJ00122188
Witness Statement
(CJ Act 1967, 89; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
PO closed on 13/10/05 due to audit. it closed at 8:38 and re-opened at 11:20. Resolution: PO
re-opened — Call Closed.
29 November 2005 10:35hrs, Call Reference E-0511290350 -BRANCH IS TEMP CLOSED
AFTER AUDIT. PM SUSPENDED. AWAITING POL AREA INTERVENTION OFFICE VISIT.
Resolution: Branch closed under FAD160604 and re-opened under new FAD - Call Closed.
22 December 2005 11:05hrs, Call Reference E-0512220335 - this office has been closed
since 24/10/05 and the last EOD is 01/12/05. Resolution: Counters have been locked down
and removed, PO is due to open under new FAD.- Call Closed.
At various times on the 22 March 2006 hardcopy printouts of the 14 calls detailing the
information recorded on the helpdesk database for the required date period were produced. I
now produce the hardcopy printouts as Exhibit APD/01.
Any records to which I refer in my statement form part of the records relating to the business of
Fujitsu Services. These were compiled during the ordinary course of business from information
supplied by persons who have or may reasonably be supposed to have personal knowledge of
the matter dealt with in the information supplied, but are unlikely to have any recollection of the
information or cannot be traced. As part of my normal duties, I have access to these records.
Signature Signature witnessed by
sonia Version 3.0 11/02
FUJ00122188
FUJ00122188
Call Details E-0512220335 Page I of 2
i&] PH4POAS70 on msdcO1poadb02 16/03/2006 &]
i ost Office Account S70 Archive4.1 on hshpowermart1
Call E-0512220335 ©2002 Euiitsu Services Limited
Status:I Closed Opened: I Thu 22 December 2005 11:05 Affected Site: 160604
Severity:]2 C Closed: IWed 04 January 2006 08:06 FAD/Path Code:[PATH102
Customer: {1039 No. Counters:]2
Pri au Local /-Intermediate / Remote: }L CSR/Team:}uk085045 / SMC7-Distrib
a mearnsii os nether
Caller Details
Caller: Peter ross Phone:t Site: I 160604
Title: I SMC Login: Department:
Caller !D: Location:I
2
Cali Problem Details
Product Type:]PTO2 I Call Type[o I ProbType:]CCO4 I Problem:]
Problem Text:I this office has been closed since 24/10/05 and the last EOD is 01/12/05...
Call Ciosure Details
Closed: 04/01/2006 08:06 I Cause:fcas _I Repair [RH4 I Resolution: I S10
Text: {Call Close by Peter Ross: this will be resolved 19/1
Call Asset Details
Asset ID: Description: ‘Serial No
Product: winnt Description: I Windows NT ‘Server Name:
(OT! Reference: Counter Affected: I 1 ‘Associated Reference:
Call Activity Log “I
lOPEN Thu 22 December 2005 11:03 by uk085045 / SMC7-Distrib Saved: Thu 22 December 2005 11:05
New call taken by Peter Ross: this office has been closed since 24/10/05 and the last EOD is 01/12/05...
IOPEN_CALL_TS Thu 22 December 2005 11:05 by uk085045 / SMC7-Distrib Saved: Thu 22 December 2005 11:06
Open Calls Troubleshoot (Affected Site:160604)
Information ‘Thu 22 December 2005 11:07 by uk085045 / SMC7-Distrib Saved: Thu 22 December 2005 11:07
however it is shoing incorrectly as up on the web page. please correct.
REASSIGN —Thu 22 December 2005 11:08 by uk085045 / SMC7-Distrib Saved: Thu 22 December 2005 11:08
Call # £-0512220335 was Reassigned from Peter Ross, Group SMC7-Distrib to Group SMC-MSS-SUPP
IOPEN_CALL_TS Thu 22 December 2005 12:28 by UKO61801 / SMC-MSS-SUPP Saved: Thu 22 December 2005 12:30
Open Calls Troubleshoot (Affected Site:160604)
Information Thu 22 December 2005 12:30 by UKO61801 / SMC-MSS-SUPP Saved: Thu 22 December 2005 12:30
loking at the current open calls, as per E-0511290350 FAD has archived and will require OBC Reroll. 's the manual
work being done by SSC impacting on the state of the office in the smd table : smd_fad_state? The last contact timeI
is : 02 Déc 05 The last EOD is : 01 Dec Bu the FAD is showing as state : UP. Are we ok in simply changing the
value of the row "communication_state" to DOWN in smd_fad_state? or are there other tables to update? (Note: the
"No. counters are currently down” has no counters listed. If we change the above, will this be populated auto? Note,
the FAD is not health checking.
IREASSIGN Thu 22 December 2005 12:34 by UK061801 / SMC-MSS-SUPP Saved: Thu 22 December 2005 12:34
Call # E-0512220335 was Reassigned from Group SMC-MSS-SUPP to Group SMC2 for advice.
Information Thu 29 December 2005 11:25 by uk061353 / SMC2 Saved: Thu 29 December 2005 11:25
Looking at Tivoli the office is shown as open but with both counter suspended. Previous update states health
checks fail and that a re-roll will be needed due to office archiving. This call should really go to the OBC team to put
the appropriate action through OCMS. Thanks David - MSS
REASSIGN —Thu 29 December 2005 11:29-by uk061353 / SMC2 Saved: Thu 29.December 2005 11:29
Call # £-0512220335 was Reassigned from Group SMC2 to Group SMC-MSS-SUPP
IOPEN_CALL_TS Thu 29 December 2005 11:34 by uk082067 / SMC-MSS-SUPP Saved: Thu 29 December 2005 11:40
Open Calls Troubleshoot (Affected Site:160604)
ISUSPEND Thu 29 December 2005 12:26 by UK061916 / SMC-MSS-SUPP Saved: Thu 29 December 2005 12:26
Due for Release on 03/01/2006 at 09:00:00 Call suspended by Russell King FAO Wayne on his return
RELEASE Tue 03 January 2006 09:00 by Sysadm/ SYSTEM Saved: Tue 03 January 2006 09:00
AUTO-RELEASE from SUSPEND (Release was due on 03 Jan 2006 at 09:00:00)
Information Tue 03 January 2006 13:07 by UKO61801 / SMC-MSS-SUPP Saved: Tue 03 January 2006 13:07
As of call e-0511290350, the FAD's kit has been locked down for invesigation, FAD to be reopened under new FAD.
The existing FAD is to be closed 16 01 06 - this will remove the "up" issue,
REASSIGN Tue 03 January 2006 13:10 by UK061801 / SMC-MSS-SUPP Saved: Tue 03 January 2006 13:10
Call # E-0512220335 was Reassigned from Group SMC-MSS-SUPP to Group SMC7-DISTRIB FAO Peter.
IREASSIGN Tue 03 January 2006 14:25 by uk081617 / SMC7-Distrib Saved: Tue 03 January 2006 14:26
IRRELEVANT 24/03/2006
FUJ00122188
FUJ00122188
‘ Call Details E-0512220335 Page 2 of 2
Call # E-0512220335 was Reassigned from Group SMC7-DISTRIB to Peter Ross, Group SMC7-Distrib
CLEAR Wed 04 January 2006 08:05 by uk085045 / SMC7-Distrib Saved: Wed 04 January 2006 08:05
this will be resolved 19/1
ICLOSE Wed 04 January 2006 08:06 by uk085045 / SMC7-Distrib Saved: Wed 04 January 2006 08:06
Call Close by Peter Ross: this will be resolved 19/1
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