FUJ00001733
FUJ00001733
Fujitsu Services Service Description for Data Centre Operations Ref: CS/SER/007
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 20-Dec-2002
Document Title: Service Description for Data Centre Operations Service
Document Type: Customer Service Specification
Release: N/A
Abstract: A description of the Data Centre Operations Service provided
under contract to Post Office Limited
Document Status: APPROVED
Originator & Dept: Peter Burden, Fujitsu Services Customer Service
Contributors: Peter Burden, Martin Riddell
Internal Distribution:
External Distribution:
Approval Authorities:
Name Position Signature Date
(Martin Riddell (Customer Services Director]
Fujitsu Services
[Liz Tuddenham Supplier & Servic
[Performance Manager, Pos’
Office Ltd
© 2002 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: I of 1
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
FUJ00001733
FUJ00001733
Fujitsu Services Service Description for Data Centre Operations Ref: CS/SER/007
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 20-Dec-2002
0.0 Document Control
0.1 Document History
\Version No. [Date [Reason for Issue (Associated
(CP/PinICL
1.0 20/12/02 Produced for Contract Amendment
0.2 Review Details
Mandatory Review Authority Name
Optional Review / Issued for Information
(* ) = Reviewers that returned comments
0.3. Associated Documents
Reference ersion [Date (Title Source
[PA/TEM/001 7.0 2" April 2002 Fujitsu Services Document IPVCS
(Template
(CS/SIP/002 [Business Continuity Framework Ipycs
IRS/FSP/001 Security Functionalpycs
Specification
IRS/POL/002 Pathway Security Policy PVCS
ICS/PRD/112 Closure of NBE Linkpycs
Procedure
(CS/SER/002 ‘Horizon Systems Helpdesk:pycs
‘Service Description
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
© 2002 Fujitsu Services
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
COMMERCIAL IN CONFIDENCE
Page: 2 of I
FUJ00001733
FUJ00001733
Fujitsu Services Service Description for Data Centre Operations Ref: CS/SER/007
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 20-Dec-2002
0.4 Abbreviations/Definitions
Unless the context otherwise requires, the following terms have the following meanings:
IAbbreviation Definition
[Terms defined in this Agreement shall have the same meaning where used in this CCD]
0.5 Changes in this Version
\Version ‘Changes
1.0 Produced for Contract Amendment
0.6 Changes Expected
(Changes
© 2002 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 3 of 1
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
FUJ00001733
FUJ00001733
Fujitsu Services Service Description for Data Centre Operations Ref: CS/SER/007
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 20-Dec-2002
0.7 Table of Contents
1 SERVICE SUMMARY...
2 SERVICE PRINCIPLES....
3. SERVICE DEFINITION...
5 SERVICE AVAILABILITY.
6 SERVICE TARGETS AND LIMITS.
7 SERVICE DEPENDENCIES AND POST OFFICE RESPONSIBILITIEG.............. 8
1 Service Summary
The Data Centre Operations Service is responsible for the provision of all Data Centre
Operations delivering the Operational Service irrespective of technology platform or
geographical location.
2 Service Principles
The following service principles will apply to the provision of the Data Centre Operations
Service.
(A) Operational staff will be appropriately trained to carry out the Data Centre Operations
Service.
(B) From time to time, Fujitsu Services shall be entitled to vary the number of operational
staff, subject to the number of available staff being sufficient to meet the operational
demand for this Data Centre Operations Service
3 Service Definition
The Data Centre Operations Services comprises the following key activities:
a) Monitor the operational timetable and, in conjunction with the Systems
Management Service and Third Line Support Service manage all exceptions in
accordance with operational procedures.
© 2002 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 4 of 1
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
Fujitsu Services
FU.
Service Description for Data Centre Operations Ref: CS/SER/007
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 20-Dec-2002
FUJ00001733
}J00001733
b)
c)
d)
e)
g)
h)
m)
Ensure all appropriate support contracts are in place for the provision of this
Data Centre Operations Service.
Carry out database administration procedures in accordance with operational
procedures.
In line with the CCD entitled “Business Continuity Framework” (CS/SIP/002)
carry out business continuity tests in accordance with operational procedures.
Implement all operational changes in accordance with operational procedures.
Escalate where appropriate any issues that will affect the undertaking of
operational procedures
Carry out operational duties in support of audit requirements including regular
archiving and management of off-site archive storage.
Comply with operational and personnel security procedures as defined in
RS/FSP/001 Security Functional Specification and RS/POL/002 Pathway
Security Policy.
Carry out operational procedures in support of the Capacity Management
Service.
Carry out any operational procedures that support relevant Operational Level
Agreements
Manage the data communications network, including monitoring and support
of data communication equipment.
Operational management of Energis, including their responsibilities for the
maintenance of WAN links into Branches. For the avoidance of doubt incidents
received by the Horizon System Helpdesk Service (CS/SER/002) that relates to
the WAN links into Branches are managed by this service (Data Centre
Operations Service).
Management of network hardware encryption.
4 Service Interface To Other Domains
41 Fujitsu Services shall be entitled to close down, so they are not available for use, the
communication links between a single Data Centre and the NBE (but not between
both Data Centres and the NBE, save as provided in the remainder of this paragraph
4) for the purposes of maintenance, support, upgrade, repair or replacement of any
equipment used to provide or support those links. Fujitsu Services shall not carry out
© 2002 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 5 of 1
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
Fujitsu Services
FUJ00001733
FUJ00001733
Service Description for Data Centre Operations Ref: CS/SER/007
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 20-Dec-2002
scheduled maintenance during the NB Core Hours in respect of any components of
the Data Centres which provide on-line service.
42 Fujitsu Services shall be entitled (such entitlement being without prejudice to any
rights or remedies of Post Office in respect of a Default by Fujitsu Services) to close
down the link or restrict or prevent communications (in respect of all or certain types
of data) between Data Centres and the NBE if (and only if) Fujitsu Services
reasonably believes that:
(a) unless such action is taken there is a material risk that the security of the
Services or the Horizon Service Infrastructure will be materially compromised;
(b) data originating from the NBE would, if such action is not taken, cause the
Services or the Horizon Service Infrastructure to be materially impaired or
degraded;
(c) data originating from the Horizon Service Infrastructure would, if such action
is not taken, cause the NBE or End to End Banking to be materially impaired
or degraded; or
(d) as a result of an actual or suspected serious failure within End to End Banking,
there is a material risk that Banking Transactions might be incorrectly
Authorised or otherwise carried out in error. [NBR588]
43 Within one working day of Fujitsu Services closing down the interface between the
Data Centres and the NBE in accordance with paragraph 4.2 above, Fujitsu Services
shall provide Post Office with a written report explaining:
(a) why that action was necessary; and
© 2002 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 6 of 1
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
FUJ00001733
FUJ00001733
Fujitsu Services Service Description for Data Centre Operations Ref: CS/SER/007
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 20-Dec-2002
(b) if the interface remains closed at the time of provision of such report, what
further actions are required by Fujitsu Services, Post Office, Banks and Post
Office’s third-party suppliers to reinstate the interface and proposals to prevent
recurrence of the need to close the interface.
4.4 Post Office and Fujitsu Services shall agree:
(a) the detailed criteria and procedures (including those in respect of the
circumstances set out in paragraphs 4.2 and 4.3 above); and
(b) the procedures for closure of links described in paragraph 4.1 above,
which shall be followed prior to and following the event of such closure including (in
respect of paragraph 4.2 only) the commercial consequences (if any) and the
consequences for the operation of the NBS. Such criteria and procedures shall be
agreed by the parties and shall be documented by the Fujitsu Services in the CCD
entitled “Closure of NBE Link Procedure” (CS/PRD/112) prior to commencement of
the NB Pilot (Soft Launch).
5 Service Availability
The Service is not directly available to Post Office Ltd. It is a service internal to Fujitsu
Services and will be available 24 hours per day, every day of the year
6 Service Targets and Limits
There are no specific service targets linked directly with this service. However attainment of
all data delivery Service Level Targets, as specified in Annex 2 of Schedule15, are directly
related to the successful provision of this service.
© 2002 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 7 of 1
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
FUJ00001733
FUJ00001733
Fujitsu Services Service Description for Data Centre Operations Ref: CS/SER/007
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 20-Dec-2002
7 Service Dependencies and Post Office responsibilities
(a) Post Office shall propose a description of the operational procedures around
the NBE/Horizon Service Infrastructure boundary including (but not limited to)
exception reporting and escalation points to be agreed by the parties (such
agreement not to be unreasonably withheld) and documented by Post Office in
a Working Document entitled “NBE Operational Level Agreement”.
© 2002 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 8 of 1
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)