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Fujitsu Services Service Description for Third Line Software Support Ref: CS/SER/009
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 19-Dec-2002
Document Title: Service Description for Third Line Software Support Service
Document Type: Customer Service Specification
Release: N/A
Abstract: A description of the Third Line Software Support 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 Service 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)
FUJ00001735
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Fujitsu Services Service Description for Third Line Software Support Ref: CS/SER/009
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 19-Dec-2002
0.0 Document Control
0.1 Document History
\Version No. Date [Reason for Issue (Associated
(CP/PinICL
1.0 19/12/02 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
IPA/TEM/001 7.0 2™ April 2002 Fujitsu Services Document PVCS
Template
ICS/SIP/002 Business Continuity Framework Ipycs
ICS/SER/002 [Horizon System Help Deskpycs
‘Service Description
ICS/SER/005 Service Description forpvcs
Engineer Service
ICS/SER/013 Service Description for APIpvcs
(Client File Resend Service
ICS/SER/014 Service Description for Serviclpycs
anagement Service
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
© 2002 Fujitsu Services COMMERCIAL IN CONFIDENCE
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
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Fujitsu Services Service Description for Third Line Software Support Ref: CS/SER/009
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 19-Dec-2002
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0.4 Abbreviations/Definitions
Unless the context otherwise requires, the following terms have the following meanings:
(Abbreviation 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 First version
0.6 Changes Expected
\Changes
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Fujitsu Services Service Description for Third Line Software Support Ref: CS/SER/009
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 19-Dec-2002
0.7 Table of Contents
1.0 SERVICE SUMMARY....
2.0 SERVICE PRINCIPLES...
3.0 SERVICE DEFINITION...
4.0
5.0
6.0 SERVICE DEPENDENCIES..
1.0 Service Summary
In summary, this service comprises the following:
a) Investigation of new software incidents
b) Production and authorisation of workarounds and of entries for a support knowledge
database
c) Technical support to Data Centre Operations Service
d) Transaction recovery from Branches
e) Support for business continuity testing
For the avoidance of doubt, the initial investigation and resolution of known software
incidents, which is classed as first and second line support, is described in the CCD entitled
“Horizon System Help Desk Service Description” (CS/SER/002). Further investigation and
production, where appropriate, of fixes to the code to correct the fault, is classed as Fourth
Line Support as provided by the Development Services.
2.0 Service Principles
The following service principles will apply to the provision of the Third Line Software
Support Service.
(A) Operational staff will be appropriately trained to carry out the Third Line Software
Support 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 Third Line Software Support Service
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Fujitsu Services Service Description for Third Line Software Support Ref: CS/SER/009
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 19-Dec-2002
3.0 Service Definition
The Third Line Software Support Service comprises the following:
a) Investigation of new software incidents
e The investigation, in accordance with operational procedures, of suspected new
software errors escalated from the Horizon Systems Help Desk and Systems
Management Centre.
b) Production of workarounds
e Following investigation of the software error, the production, where possible,
of a workaround which will enable the Branch to continue normal business in
line with relevant Processes and Procedures Descriptions or the data centre to
continue processing. Where a workaround requires a Branch to operate not in
accordance with relevant Processes and Procedures Descriptions, this will be
handled through the Service Management Service (CS/SER/014).
e The updating of entries on a support knowledge database.
e The provision to Fourth Line Support of sufficient information to enable
further diagnosis and the production of a software fix where appropriate.
c) Technical support to Data Centre Operations
e Provision of technical support to Data Centre Operations and to the Systems
Management Centre to assist in the resolution of operational incidents. This
will include resend of files to Post Office and Clients, in cases of errors in
Fujitsu Services software. In cases where a resend of a file is required for
reasons other than an error in Fujitsu Services software, another service (AP
Client File Resend Service (CS/SER/013)) is available.
d) Transaction recovery
¢ The recovery of transactions from Branches in circumstances where it has not
been possible to deploy the laptop emulator solution and hence the relevant
processor or processors have been recovered via the Engineer Service
(CS/SER/005) to a central site.
e) Support for Business Continuity testing
© Provision of technical support for scheduled business continuity tests undertaken in
line with the Business Continuity Framework (CS/SIP/002)
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Fujitsu Services Service Description for Third Line Software Support Ref: CS/SER/009
Service
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 19-Dec-2002
4.0 Service Availability
The Service is not directly available to Post Office Ltd. It is a service internal to Fujitsu
Services and is available 24 hours per day, but is provided only on a on-call basis outside of
09:00 to 17:30 Monday to Friday. The basis is also on-call on Bank Holidays.
5.0 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 detailed in Annex 2 of Schedule 15, is directly
related to the successful provision of this service.
6.0 Service Dependencies
Not applicable
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