ICL PATHWAY CHANGE CCN NO: 957b
CONTROL NOTE (CCN) -
SHEET 1
CCN TITLE: HELP DESK CHANGE ACMINISTRATION USE ONLY.
SERVICE LEVEL VARIATIONS CP NO: N/A
IMPLEMENTATION DATE EXPIRY DATE: 21% June 2002
OR RELEASE: See section 2 of Details
of Change below.
CCN RAISED BY: P. John Pope DATE: 21* June 2002
EMERGENCY IMPLEMENTATION DATE: N/A
SUBMISSION DATE: 21% June 2002
APPROVALS REQUIRED: YES
PATHWAY APPROVAL DATE POCL APPROVAL DATE
EXECUTIVE SUMMARY OF IMPACT ASSESSMENTS:
By letter (the “Letter”) dated 29 September 2000 from Keith Baines to Tony
Oppenheim, POCL asserted that it had acquired the right to terminate the Codified
Agreement between the parties dated 28 July 1999 (the “Codified Agreement”) on
the basis that Pathway had failed to meet certain Service Levels referred to in the
Letter for three Service Level Measurement Periods in a 24 month period.
Whilst reserving its position under the Codified Agreement in respect of that and all
other rights to terminate asserted by POCL, Pathway has entered negotiations and
workshops with POCL and has taken steps to address the issues raised in the
Letter.
The full package of measures to address the issues raised in the Letter is not yet
agreed between the parties. As part of the package of measures and amendments
to be introduced, the parties have agreed variations to the SLAs concerning the
answering of calls to the Help Desk set out in Schedules A15, A16 and G10 of the
Codified Agreement.
To clarify the Service Level basis for the introduction of “Network Banking” the
parties agree, on the terms set out in this CCN, to give affect to the agreed Service
Level variations relating to the answering of calls by the Help Desk, notwithstanding
that the overall package of measures and amendments to be introduced to the
Codified Agreement remains to be agreed.
OVERALL IMPACT ASSESSMENT: HIGH--MEDIUM / LOW
REASON FOR CHANGE:
Partial resolution of issues raised in the Letter and variation of Service Level
provisions.
CCN No: 957 Page: 1
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DETAILS OF CHANGE:
In consideration for each party's promises to the other set out in this CCN, Pathway
and POCL agree as follows:
1.
14
1.2
1.3
2.1
2.2
4.
Interpretation
In this CCN (except where the context requires otherwise) the following terms
and expressions shall have the following meanings:
“Codified Agreement” the meaning ascribed to it in the Executive Summary
of Impacts Section;
“Pathway” the Contractor as defined in the Codified Agreement;
“Letter” the meaning ascribed to it in the Executive Summary
of Impacts Section;
“this CCN” this CCN number 957b together with its Attachments
1 and 2;
Words and expressions defined in the Codified Agreement (except where the
context requires otherwise) shall have the same meanings where used in this
CCN.
Unless stated otherwise, any reference to a Section, paragraph or Attachment
is to the relevant section, paragraph or attachment of this CCN.
Variations to Service Level Provisions
The variations to the provisions of Schedules G10, A15 and A16 of the
Codified Agreement described in Attachment 1, shall be deemed to have been
made to those Schedules at and shall become effective from the start of the
Service Level Measurement Period commencing 1% March 2002.
Without prejudice to paragraph 2.1, the variations referred to in that paragraph
shall be reflected in the next version of the Codified Agreement to be
introduced as a new “base line” under the Change Control Procedure after the
date of this CCN.
Rights and Remedies
POCL irrevocably waives all rights and remedies it may have acquired in
respect of any failure to meet the Service Levels listed in Attachment 2 to this
CCN, which occurred prior to 1st March 2002. All such failures occurring prior
to 1% March 2002 shall be disregarded for the purposes of the application after
that date of paragraphs 4.4 of Schedule A06 of the Codified Agreement in
respect of those Service Levels.
The existence of and terms of this CCN are Confidential Information.
PROPOSED REVISION TO WORDING OF CODIFIED AGREEMENT:
As described in paragraph 3 of the Details of Change Section.
ACCEPTANCE / IMPLEMENTATION TIMETABLE: the Timetable.
CCN No: 957
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PA/TEM/007, Version 3.0, Sheet 1
Page: 2
ICL PATHWAY CHANGE CCN NO: 957b
CONTROL NOTE (CCN)
SHEET 2
CCN TITLE: SERVICE LEVEL VARIATIONS
COSTS TO POCL: Not applicable
Payment Plan/Terms of Payment: Not applicable
Documentation:
Codified Agreement Schedules Affected: Schedule A15, A16 and Schedule
G10.
New Contract Controlled & Referenced Documents: Not applicable
Documents Quality Reviewed: YES/NO - Not applicable
Reference Title Version & Date
Reason for Document Update:
Affected Contract Controlled/Referenced Documents: Not applicable
Reference Title Version & Date
Other Affected Documents (for information only):
Reference Title Version & Date
Deliverables: Not applicable
Personnel: Not applicable
Existing Timetable: Not applicable
Implementation Plans: Not applicable
Security: Not applicable
Risk: Not applicable
System Support: Not applicable
System Management: Not applicable
Standards: Not applicable
Accommodation/Location: Not applicable
Charging Mechanism: Not applicable.
Service Delivery Criteria: Not applicable
Service Levels: Variations described in this CCN
POCL Responsibilities: Not applicable
Contractual Issues: Not applicable
Other: This CCN is raised in place of CCN 957a rejected by Post Office Ltd
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PA/TEM/007, Version 3.0, Sheet 2
CCN No: 957 Page: 3
CHANGE CONTROL NOTE
ID: PWY_CCN_957 CCN:0957b Create Date: 18-APR-2002 11:50:30
Status: APPROVED Originator: Ken. Westfield
Helpdesk Service Level Variations
Main Description:
Related Parts
0 PWY:CCN.A:1 Ken. Westfield
(CHANGE MANAGEMENT)
Change Control Notes
1 PWY:CS-PRD.A;1 Ken. Westfield
(LIBRARY)
Process definition
2 PWY:CD_ATTACH.A;1 Ken. Westfield
(CHANGE_MANAGEMENT)
Change Document Attachments
8 PWY:CA_SCHEDULE_A.A;1 Ken. Westfield
(LIBRARY)
CODIFIED AGREEMENT Schedule A Documents
8 PWY:CA_SCHEDULE_G.A;1 Ken, Westfield
(LIBRARY)
CODIFIED AGREEMENT Schedule G Documents
Related Items
Affected
2 PWY:CCN_0957_1.A-CDATTACH:1 (Affected) Ken.Westfield
(CCN_00957_1.doc)
CCN 00957 ATTACHMENT 1
Response
2 PWY:CCN_0957_1.A-CDATTACH:2 (Response) Ken. Westfield
(CCN_00957_1.doc)
CCN 00957 ATTACHMENT 1
Response
6 PWY:CCN_0957_1.A-CDATTACH;3 (Response) Ken. Westfield
(CCN_00957_1.doc)
CCN 00957 ATTACHMENT 1
Affected
8 PWY:BP/CON/194.A-CONTREXT:2.0 (Affected) Ken.Westfield
(BPCON194.doc)
CODIFIED AGREEMENT SCHEDULE A15 - REQUIREMENTS CATALOGUE
Affected
8 = PWY:BP/CON/235.A-CONTREXT:2.0 (Affected) Ken.Westfield
(BPCON235.doc)
CODIFIED AGREEMENT SCHEDULE G10 - POCL INFRA SERVICE LEVELS & REMEDIES
Affected
8 = PWY:BP/CON/195.A-CONTREXT:3.0 (Affected) Ken.Westfield
(BPCON195.doc)
CODIFIED AGREEMENT SCHEDULE A16 - SOLUTIONS CATALOGUE
CCN No: 957 Page: 4
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Info
15 PWY:CCN_0957B_2.A-CDATTACH;]1 (Info) Alison.Clarke
(CCN_00957b_2.doc)
CCN 957b Attachment 2
Info
15 PWY:CCN_0957B_1.A-CDATTACH;1 (Info) Alison.Clarke
(CCN_00957b_1.doc)
CCN 957b Attachment 1
Related Parent Change Document:
Action Messages
Action Number: 1 Date Apr 18 2002 11:51:44 By: Ken Westfield (Change Management)
Comments
CCN 957 created as a dummy entry initially.
To be populated with CCN 957 from J Pope, which is a subset of CCN 851b/c to allow NWB to proceed.
Action Number: 3 Date Apr 22 2002 17:04:05 By: Alison Clarke (Change Management)
CCB Minutes Meeting: 210 On: 22-Apr-02 Decision: CCN PENDING
Presented to CCB by J Pope for submission to POL. K Westfield asked whether a 4 day approval was required
(to 25/04/02) and J Pope confirmed this. L Foley pointed out a typing error, J Pope to correct. As such CCB
agree to submit to POL. CCN Pending
Action Number: 8 Date Jun 20 2002 07:52:56 By: Ken Westfield (Change Management)
Comments
CCN re-instigated and updated to reflect changes in timescales for CCN 85le.
CCN and attachment re-loaded into PVCS and submitted ex-committee.
CCN No: 957 Page: 5
Action History
18-APR-2002 11:50:30 Ken. Westfield
1
WESTFIELDK Chg Mgmt
Document created
2 22-APR-2002 12:55:13 Ken. Westfield:
WESTFIELDK Chg Memt
Actioned document from RAISED to READY_TO_SUBMIT
3 22-APR-2002 15:12:03 Ken. Westfield [
WESTFIELDK Chg Mgmt
Actioned document from READY_TO_SUBMIT
4 — 26-APR-2002 16:49:28 Ken. Westfield
WESTFIELDK
Actioned document from SUBMITTED to REJECT!
5 26-APR-2002 16:50:04 Ken. Westfield! GRO}
WESTFIELDK Chg Memt
Actioned document from REJECTED to WITHDRAWN,
6 — 20-JUN-2002 07:49:24 Ken. Westfield I 4
WESTFIELDK Chg Mgmt
Actioned document from WITHDRAWN to RAISED
7 20-JUN-2002 07:51:59 Ken. Westfield [
WESTFIELDK Chg Mgmt
Actioned document from RAISED to COMMERCIAL_REVIEW
8 — 20-JUN-2002 07:52:06 Ken. Westfield {
WESTFIELDK Chg Mgmt
Actioned document from COMMERCIAL_REVIEW to READY_TO SUBMIT
9 20-JUN-2002 08:27:07 Ken. Westfield i.
WESTFIELDK Chg Mgmt
Actioned document from READY_TO_SUBMIT to SUBMITTED
10 21-JUN-2002 10:42:20 Alison.Clarke {
CLARKEA Chg Mem
Actioned document from SUBMITTED to WITHI
11 21-JUN-2002 10:45:40 Alison.Clarké, J
CLARKEA Chg Mgmt
Actioned document from WITHDRAWN to SUBM!
12. 21-JUN-2002 15:10:02 i
CLARKEA
Actioned document from SUBMITTED to APPROVED.
13. 24-JUN-2002 16:11:37 Alison.Clarke }__G
CLARKEA Chg Mgmt
Actioned document from APPROVED to RAISED.
14 24-JUN-2002 16:11:54 Alison.Clarke }_
CLARKEA Chg Mgmt
Actioned document from RAISED to APPROVED
15 24-JUN-2002 16:12:15 Alison.Clarke’
CLARKEA Chg Mgmt
Actioned document from APPROVED to RAISED
16 24-JUN-2002 16:13:51 Alison.Clarke {
CLARKEA Chg
Actioned document from RAISED to APPROVED
Update History
0 18-APR-2002 11:50:30 Ken. Westfield; GRO a
WESTFIELDK Chg Mgmi
Related Design Part PWY:CCN.A:1
1 18-APR-2002 11:51:44 Ken. Westfield: 4
WESTFIELDK Chg Mgmt
CCN No: 957
Page: 6
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Added action description
22-APR-2002 12:53:44 Ken. Westfield:
WESTFIELDK Chg Memt
Detailed description edited - +
22-APR-2002 12:54:12 Ken.Westfieldi__GRO !
WESTFIELDK Chg Memt
Related Item PWY:CS/PRD/105.A-INTDOC:0.6 (Affected)
22-APR-2002 12:54:12 Ken. Westfield I_
WESTFIELDK
Related Design Part PWY:CS-PRD.A;1 -
22-APR-2002 12:55:03 Ken. Westfield I_
WESTFIELDK
Request attribute(s) updated
22-APR-2002 12:58:59 Ken. Westfield if
WESTFIELDK Chg Memt
Related Item PWY:CCN_0957_1.A-CDATTACH:1 (Affected),
22-APR-2002 12:58:59 Ken. Westfield:
WESTFIELDK Chg Mgmt
Related Design Part PWY:CD_ATTACH.A:1
22-APR-2002 14:59:37 Ken. Westfield {”
WESTFIELDK Chg Mgmt
Unrelated Item PWY:CS/PRD/105.A-INTDOC:0.6
22-APR-2002 15:04:26 Ken. Westfield 4
WESTFIELDK Chg Mgmt
Detailed description edited -
22-APR-2002 15:07:15 Ken. Westfield:
WESTFIELDK
Related Item PWY:CCN_0957_1.A-CDATTACH:
22-APR-2002 15:57:27 Ken. Westfield I,
WESTFIELDK
Detailed description edited
22-APR-2002 17:04:05
CLARKEA
Added action description
26-APR-2002 16:49:21 Ken. Westfield I,
WESTFIELDK Chg Mgmt
Request attribute(s) updated
20-JUN-2002 07:48:39
WESTFIELDK
Detailed description edited -
20-JUN-2002 07:49:15 Ken. Westfield.
WESTFIELDK Chg Mgmt
Request attribute(s) updated r
20-JUN-2002 07:51:51 Ken. Westfield I Sree
WESTFIELDK Chg Mgmt
Related Item PWY:CCN_0957_1.A-CDATTACH:3 (In Response To)
20-JUN-2002 07:52:56 Ken. Westfield
WESTFIELDK Chg Mgmt
Added action description -
20-JUN-2002 08:06:42 Ken. Westfield {.
WESTFIELDK Chg Mgmt
Related Item PWY:BP/CON/195.A-CONTREXT;3.0 (Affected)
20-JUN-2002 08:06:42 Ken. Westfield
WESTFIELDK Chg Mgmt
Related Item PWY:BP/CON/194.A-CONTREXT;2.0 (Affected)
20-JUN-2002 08:06:42 Ken. Westfield
WESTFIELDK Chg Mgmt
Related Design Part PWY:CA_SCHEDULE_A.A:
20-JUN-2002 08:06:44 Ken. Westfield
WESTFIELDK Chg Mgmt
Related Item PWY:BP/CON/235.A-CONTREXT:2.0 (Affected)
CCN No: 957
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8 20-JUN-2002 08:06:44
WESTFIELDK
10 21-JUN-2002 10: 45:08
CLARKEA
Detailed description edited
11 21-JUN-2002 10:46:53
CLARKEA Chg Mgmt
Request attribute(s) updated
13. 24-JUN-2002 16:11:46 Alison.Clarke’
CLARKEA Chg Mgmt
Related Item PWY:CCN_0983_1.A-CDATTACH:1 (Information)
15 24-JUN-2002 16:12:52 Alison.Clarke
CLARKEA Chg Memi
Unrelated Item PWY:CCN_0983_1.A-CDATTACH:1
15 24-JUN-2002 16:13:28 Alison.Clarke}
CLARKEA Chg Memt
Related Item PWY:CCN_0957B_2.A-CDATTAC
15 24-JUN-2002 16:13:28 Alison.Clarke,
CLARKEA Chg Memt
Related Item PWY:CCN_0957B_1.A-CDATTACH: Gaformayion)
16 18-JUL-2002 14:23:24 Ken. Westfield:
WESTFIELDK
Request attribute(s) updated
16 19-JUL-2002 16:22:27 Ken. Westfield
WESTFIELDK
Request attribute(s) updated
16 19-AUG-2003 15:12:44 Tariq Arain
ARAINT Ss
Request attribute(s) updated
Archived Attribute Information
CCN No: 957
Page: 8
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