Fujitsu Services
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Contributors:
Reviewed By:
Comments By:
Comments To:
Distribution:
CSR+ HORIZON SYSTEM HELPDESK Processes and
Procedures Description
Processes and Procedures Description
CSR+
This document describes the processes required to provide the
Horizon System Helpdesk operations
Approved
Helen Pharoah, Application Products Delivery Unit
Jan Ambrose, Victor Gough, Dave Law
Fujitsu Services: Jan Ambrose, Richard Brunskill, Dean Felix, Graham
Hooper, Harjinder Hothi, Victor Gough, Dave Law, Denise Miller,
John Moran, Trish Morris, Julie Welsh, Martin Whitehead.
Post Office Ltd Infrastructure Project Team: Andrew Perkins
Post Office Ltd Contracts and Commercial Team
Document Controller & Author
Fujitsu Services Library, Dean Felix, Andrew Gibson, Donna Munroe,
Mik Peach, Martin Provoost, Phillipa Whittington, Dave Wilcox.
© 2003 Fujitsu Services
COMMERCIAL IN-CONFIDENCE Page: I of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
0.0 Document Control
0.1 Document History
\Version No. ‘Date Reason for Issue (Associated
(CP/PinICL No.
1 20/08/99 [Initial draft for ICL Pathway and Horizon
review.
.2 (01/10/99 [Draft for ICL Pathway and Post Office
(Counters Ltd review.
3 19/11/99 Draft for ICL Pathway and Post Office
(Counters Ltd review.
4 14/01/00 [Draft for ICL Pathway and Post Office
(Counters Ltd review.
1.0 11/02/00 [Approved.
Ll 15/08/00 [Draft for ICL Pathway and Post Office CCN630
(Counters Ltd review. cP2677
2.0 12/09/00 IApproved. (CP2753
2.1 (07/12/00 [Draft for ICL Pathway and Post Office
(Counters Ltd review.
0 12/12/00 IApproved.
3.1 10/07/01 Draft for ICL Pathway and Post Office ICP3016
(Counters Ltd review.
3.2 (04/09/01 Draft for ICL Pathway and Post Office (CCN777
(Counters Ltd review.
4.0 20/09/01 IApproved.
4.1 16/07/02 Draft for internal Customer Service review. ICP3271
(CCN811
4.2 28/01/03 [Draft for Fujitsu Services and Post Office (CCN1012
[Ltd review. ICCN1015
CCN1016
4.3 11/03/03 [Draft for Fujitsu Services and Post Office ICP3393
Ltd review.
5.0 25/03/03 IApproved.
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 2 of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
0.2 Approval Authorities
IName Position Signature [Date
(Clive Read Chief Technical
\Architect, Post Office
[Ltd
[Martin Riddell \Director, Customer
Service, Post Office
‘Account, Fujitsu
Services
0.3 Associated Documents
IReference \Version Title Source
(CR/FSP/0004 Service Architecture Design Document [PVCS
\CS/DES/013 (CSR+ Horizon System Helpdesk PPD IPVCS
Design
\CS/IFS/003 Pathway/POL Interface Agreement — IPVCS
(Outlet
\CS/PRD/029 (The Management Process for Operational [PVCS
[Business Change — Outlet
(CS/PRD/058 Pathway/POL Interface Agreement — IPVCS
Product
\CS/PRO/090 (CSR+ Access Control and User IPVCS
[Administration PPD
\CS/PRO/091 (CSR+ Automated Payment Service PPD [PVCS
\CS/PRO/093 (CSR+ Introduction PPD IPVCS
\CS/PRO/094 (CSR+ Order Book Control Service PPD [PVCS
(CS/PRO/095 (CSR+ Electronic Point of Sale Service = PVCS
IPPD
ICS/PRO/096 (CSR+ Logistics Feeder Service PPD IPVCS
\CS/PRO/097 (CSR+ Operating Environment PPD IPVCS
\CS/PRO/148 (Technical Service Desk: Service IPVCS
[Description
\CS/SER/002 [Horizon Systems Helpdesk: Service PVCS
[Description
B/PRO/001 Network Banking Service PPD IPVCS
IPA/STR/O13 ICL Pathway Core System Release Plus [PVCS
Contents Description
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 3 of 30
CONTRACT CONTROLLED
Fujitsu Services
CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
FUJ00001761
FUJ00001761
Unless a specific version is referred to above, reference should be made to the current
Approved version of documents.
0.4 Abbreviations/Definitions
\Abbreviation Definition
[ACUA IAccess Control and User Administration
IAP [Automated Payment
IAPS [Automated Payments Service
IBT [British Telecommunications
ICSR+ (Core System Release Plus
IEPOSS [Electronic Point of Sale Service
IFAD Financial Accounts Division (of the Post Office)
IHAPS [Host Automated Payment System
IHSH [Horizon System Helpdesk
ICL International Computers Limited
ISDN Integrated Services Digital Network
ILAN Local Area Network
ILFS [Logistics Feeder Service
BSC etwork Business Support Centre
(OBC (Operational Business Change
(OBCS (Order Book Control Service
(OSG \Outlet Systems Group
IPATH code IA dummy FAD code.
IPC [Personal Computer
IPES Personal Earth Station
IPIN IPersonal Identity Number
IPMMC [PostMaster’s Memory Card
IPO Post Office
IPOL Post Office Ltd
IPOIT Post Office Information Technology
IPOLO Post Office Log On
IPPD [Processes and Procedures Description
IPVCS [Automated Configuration Management tool used by Fujitsu Services
© 2003 Fujitsu Services
COMMERCIAL IN-CONFIDENCE
CONTRACT CONTROLLED
Page: 4 of 30
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
library
IRLM Retail Line Manager
IRNM [Retail Network Manager
ISHD Service Helpdesk
ISLA Service Level Agreement
(TIP [Transaction Information Processing
(TP [Transaction Processing
[TSD [Technical Service Desk
AN ide Area Network
0.5 Changes in this Version
\Version
\Changes
.2
(Comments received on V0.1 incorporated.
3
(Comments received on V0.2 incorporated.
[Updated to reflect Horizon System Help Desk Call Enquiry Matrix V4.0.
(Comments received on V0.3 incorporated.
(Comments received on V0.4 incorporated.
Incident name column for Non-ICL Pathway calls included.
[Reference to Horizon System Help Desk Call Enquiry Matrix [Ref.
(CS/FSP/002] removed.
1
[Updated to reflect restructured HSH calls (CCN630).
[Updated to include new CSR+ HSH calls (CP2677).
\Version
(Changes
2.0
[Document-only changes (CP2753):
Abbreviations: Removal of ‘RDS’. Correction of “RD” definition.
Section 5.2 Cash account: Amendment of 1* sentence from ‘The HSH is
available to offer assistance on training incidents...’ to ‘The HSH is available
Ito offer additional advice for incidents...’.
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 5 of 30
CONTRACT CONTROLLED
Fujitsu Services
FUJ00001761
FUJ00001761
CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
Section 5.3 Change: Deletion of ‘temporary or’ from 1“ paragraph.
‘Amendment of ‘Post office temporary closure’ and ‘Post office planned
closure’ to ‘Post office planned temporary closure’ and ‘Post office planned
permanent closure’.
Section 5.5 Documentation: Addition of the following sentence to the end of
ithe paragraph: ‘The HSH will pass the call on to the appropriate unit within
ICL Pathway for resolution.”
Section 5.7 Hardware: Insertion of the phrase ‘, e.g. because the equipment is
\damaged’ after ‘in using the equipment installed at the outlet’.
Section 5.9 Inappropriate helpdesk: Replacement of ‘Post Master
Improvement’ by ‘Suggestions for service improvement’.
Section 5.10 Network: Replacement of last sentence by ‘In the event of a
ILAN or WAN failure, the HSH will allocate an ICL or BT engineer as
appropriate to attend the post office. The caller will be told when the engineer
is expected to arrive.”
Section 5.13 Reference data: Replacement of 3 occurrences of ‘The NBSC
ust also check that the correct data is held in the POCL RDS’ by ‘The HSH
ill confirm with the NBSC that the relevant reference data has been sent to
ICL Pathway’.
2.1 Section 0.3 Associated documents: Removal of version numbers from
\document references and addition of ‘Unless a specific version is referred to
labove, reference should be made to the current Approved version of
\documents.”
13.0 lone.
al (Updated to reflect more and amended call codes (CP3016).
[Document-only changes:
Section 4.1 HSH telephone numbers: Removal of ‘The old number.
.GRO I, which is printed on PMMCs, may still be used and will be vedirected
til 2001” as now obsolete.
\Version (Changes
3.2 Section 3 Overview and Section 4.1 HSH telephone numbers: Updated to
include introduction of single point of contact for postmasters to contact
‘support centres (CCN777).
[Document-only changes:
[Updated to include comments received on V3.1 as follows:
Section 0.4 Abbreviations: Addition of PC, PIA and RLM and removal of
IHFSO, MIB and UAE.
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 6 of 30
CONTRACT CONTROLLED
Fujitsu Services
FUJ00001761
FUJ00001761
CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
Section 4.3.3 Authorised-user password access: Addition after ‘Retail
jetwork Managers’ of ‘/Retail Line Managers/Performance Improvement
\Advisors’.
Section 5.4 Customer complaint: Replacement of ‘HFSO’ by ‘RLM/PIA/”.
section 5.8 Implementation: Removal of this section.
Section 5.10 (now 5.9) Network: Addition after ‘Robust ISDN socket’ of
‘(point where the ISDN cable is plugged in for trolleys and mobiles)’.
\Addition after ‘Second IDSN point’ of (point for serving for trolleys and
mobiles).
Section 5.14 (now 5.13) Security: Removal of the Key refresh call. In the
Secure ISDN box call, after ‘secure ISDN box’ replacement of ‘used by a
mobile outlet’ by ‘(the lockable cabinet that contains the robust socket at
insecure locations e.g. serving points for trolleys and mobiles)’.
section 5.17 (now 5.16): Rewording of ‘an item being’ as ‘that an item needs
ito be’.
4.0
one.
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 7 of 30
CONTRACT CONTROLLED
Fujitsu Services
FUJ00001761
FUJ00001761
CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
41
Change of company name from Post Office Counters Ltd to Post Office Ltd
on 1/10/2001 (CCN811).
Change of company name from ICL to Fujitsu Services on 02/04/2002.
Section 5 HSH calls: Updated to reflect restructured HSH calls (CP3271)as
follows:
Simplification of Customer complaint category.
Relocation of Environmental calls relating to post office emergency
closures from the Environmental category into their own Emergency
closure category:
In the Hardware category, removal of ‘Key reader fault’ and ‘Processor
swap due to s/w error’, addition of ‘PIN pad fault’, and relocation of
“Secure ISDN box’ call from the Security category.
In the Inappropriate helpdesk category, removal of the following calls:
“Consumable order’, ‘Non Horizon equipment’, ‘Weighing-related’,
“LFS stock query’, ‘Memo View business query’, ‘Request for counter
change’ and ‘Suggestions for service improvement’. Addition of ‘Caller
hung up’ call.
In the Network category, removal of the following calls: ‘Outlet
disconnected from data centre during smart card transaction’, Robust
ISDN socket’ and ‘Second ISDN point’.
In the Security category, removal of ‘clerk/manager access’.
In the Software category, removal of ‘out of virtual memory’ and
“warning that receipts and payments do not match’, and addition of
‘hardware problem requiring reboot or print queue deletion’.
Removal of the Trolley category.
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 8 of 30
CONTRACT CONTROLLED
Fujitsu Services
FUJ00001761
FUJ00001761
CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
4.2
Note:
All changes since the last approved version (V4.0) are revision-tracked.)
(Change to OBCS recall rule changes (CCN1012/CP3302):
In OBCS stop list enquiry call, amendment of last two bulleted items
as follows: ‘If there is a recall in place with the effective date of today
or earlier than-teday, ...’ and ‘of later than today erater,...’.
[Helpdesk Single Point of Contact Phase 2 (CCN1016/CP3315):
le Removal of the following categories and their contents: Advice and
guidance, Cash account, Customer complaint (except for the
‘Compliment’ call), Documentation, and Training.
e Relocation of the following calls:
e ‘PMMC or PIN lost’ moved from Security category and split into
“Both PMMCs or spare PMMC lost’ in Hardware category and
“Active PMMC or PIN lost’ in Software category;
e ‘Caller hung up’, ‘FSM contact, and "Wrong number’ moved from
Inappropriate helpdesk category to new Other queries category;
© ‘Compliment’ moved from Customer complaint category to Other
queries category;
© ‘Caller fails initial verification’ and OBCS stop list enquiry’ calls
moved from Security category to Other queries category.
e¢ ‘Communication with the centre failed’ moved from Security category
to Network category;
le Addition of the following calls: “NBSC referred call’ and ‘POL Horizon
issue’ in Inappropriate helpdesk category, ‘Hardware swap/adjustment
due to network error’ in the Network category, ‘System access issue’ in
the Security category.
[Extension of the role of the HSH to provide a Technical Helpdesk function
CCN1015/CP3315):
IAddition of explanatory paragraph to Section 2 Scope.
\Version
\Changes
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 9 of 30
CONTRACT CONTROLLED
Fujitsu Services
FUJ00001761
FUJ00001761
CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
4.2 (contd.)
(To reflect the new contract with Post Office Ltd:
Section 4.2 HSH service hours: Replacement of section by ‘The HSH service
lis available between the hours of 08.00 — 18.30 Monday to Saturday,
excluding Christmas Day. Outside these hours, the HSH Voicemail Service is
rovided to take messages. Messages left on the HSH Voicemail Service will
be actioned by the HSH commencing at 08.00hrs on the following working
\day.”
[Document-only changes:
[Updated to include comments received on V4.1 as follows:
Section 0.4 Abbreviations: Removal of definitions for CAP, OPS, OSD, PIA,
IRD, and SMC.
Section 4.3.5.2 NBSC: Removal of ‘Additionally, NBSC staff will undergo the
caller authentication process which requires them to provide a pre-agreed
ass code before the HSH will activate an emergency closure.”
section 4.3.9 Contingency: Replacement of Ist and 3rd sentences by ‘The
IHSH service is provided from two full operational mirror sites. ... Should one
‘site become unable to operate, the other site will continue to deal with calls.
Section 5.3 Environmental: Replacement of Environmental issue’s descriptionI
ith ‘The HSH should be informed if the outlet is open and the equipment is
orking but service is expected to be interrupted for some environmental
eason; for example, the outlet manager may have a planned power outage for’
ork on site. The HSH will record the details and take any necessary action;
such as, in the case of a planned power outage, noting the reason for non-
polling.’
Section 5.4 Hardware: Insertion of ‘Secure ISDN box’ (moved from
Security’).
Section 5.6 Network: “Disconnected node (LAN)’ renamed ‘LAN failure
(disconnected node) and ‘ISDN failure (WAN)’ renamed ‘WAN failure
(ISDN)’.
Section 5.10: Reference data: Descriptions for ‘Pathway and POL reference
\data incorrect’ merged.
Section 5.12 Software: For ‘PMMC or PIN lost’, replacement of ‘supervisor’
lby ‘second-line support technician’. Reinstatement of ‘Security data was
unusable’ (previously in ‘Security’) and ‘Processor swap due to software
error’ (previously in Hardware). Addition of ‘Key refresh’ call.
\Version
(Changes
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 10 of 30
CONTRACT CONTROLLED
Fujitsu Services
FUJ00001761
FUJ00001761
CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
4.3
Section 4.3.9 Contingency: Updated to reflect closure of MANOS HSH
((CP3393).
iDocument-only changes:
Terminology throughout: Removal of the name ‘Pathway’. Replacement of
ithe term ‘outlet’ by ‘branch’.
Section 3 Overview: In bulleted item, replacement of ‘all problems’ by ‘some
problems’.
Section 4.3.1 Call validation: For NBSC row in table, deletion of ‘The NBSCI
caller must provide a PATH code, name and telephone number to enable the
IHSH to validate the caller’. For Password requests row in table, amendment
of “They will then be issued with a reference number and asked to contact the
HSH’ to ‘... a reference number that they must quote to the HSH’ and
amendment of ‘Callers contacting the HSH without verification will be
efused access to the authorised-user password service’ to ‘Callers unable to
quote the reference number will be refused access ....’Section 4.3.2 Call
Vogging: Addition of the following: ‘The caller will be advised if it is known
{that the problem relates to a major incident affecting multiple branches’.
Section 4.3.3 Authorised-user password access: Amendment of ‘The caller
ill then call the HSH quoting this unique reference number and will be asked
to perform the authorised-user password procedure sequence following
instructions from the HSH’ to ‘The NBSC will then call the HSH quoting this
nique reference number. The HSH will then call the branch asking for the
junique reference number and ask them to perform...’
Section 5.5 Inappropriate helpdesk: For NBSC referred call row,
eplacement of ‘referred back’ by ‘transferred back’.
section 5.8 Other queries: Removal of the Field Service Manager contact
call. Removal of ‘Voicemail call — no details provided’.
5.0
Insertion of new Section 5.1 Business continuity.
0.6 Changes Expected
IChanges
one.
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 11 of 30
CONTRACT CONTROLLED
Fujitsu Services
FUJ00001761
FUJ00001761
CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
0.7. Table of Contents
1
2
3
4
4.1
4.2
43
4.3.1 Call validation...
4.3.2 Call logging...
4.3.3 Authorised-user password access...
43.4 Non-branch callers to the HSH...
4.3.5 Non-branch call sources...
4.3.6 Call escalation...
4.3.7 Inappropriate calls...
43.8 Call redirecting...
HSH telephone number....
HSH service hours...
Contacting the HSH....
5.1 Business continuity
5.2. Change...
5.3. Emergency closure.
5.4 Environmental 21
5.5 Hardware. z
5.6 Inappropriate helpdesk.
5.7 Network........
5.8 Operational...
5.9 Other queries...
5.10 Reconciliation...
5.11 Reference data...
5.12 Security... 28
5.13 Software.
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 12 of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
1 Purpose
This PPD describes the operation of the Horizon System Helpdesk (HSH), in
accordance with Fujitsu Services Core System Release Plus (CSR+).
This PPD provides a description of all the processes involved in order to enable the
contractual agreement of operations and to be a source from which authors can
develop any further user documentation needed.
2 Scope
This PPD contains high-level information on the Horizon System Helpdesk.
For brevity, the Horizon System Helpdesk is referred to in this document as ‘the
HSH’.
This PPD is one of a set of PPDs provided for CSR+. The way in which the set fits
together is described in the CSR+ Introduction PPD [Ref. CS/PRO/093].
The procedure for the post office staff calling the HSH is described in the CSR+
Operating Environment PPD [Ref. CS/PRO/097].
(A Technical Service Desk (TSD) that handles Universal Banking technical incidents is
co-located within the HSH, but the service provided by the TSD does not form part of
the existing services provided by the HSH and is therefore not described in this PPD.
For a description of the TSD, see the Technical Service Desk — Service Description
[Ref. CS/PRO/148].)
3 Overview
The following helpdesk service will be provided by Fujitsu Services:
e The HSH, which provides Post Office Ltd branch staff with a single point of
contact for dealing with some problems relating to the Horizon system installed in
branches, and also for OBCS fallback encashments. Additionally it provides a single
point of contact for operational issues concerning the Horizon system from pre-
determined sources within Post Office Ltd. Any calls received which are
inappropriate to this helpdesk may be re-directed to the NBSC (Network Business
Support Centre).
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 13 of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
The structure of the helpdesk service is as follows:
Helpdesk structure
POL staff Auditors, OSG, TIP
osc
TIP
Authorised-
user password
TIP
em [HAPs
Authorised-
user password
HSH
Branches
The diagram above shows the Fujitsu Services helpdesk and who the potential callers
will be.
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 14 of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
4 HSH information
The HSH deals with all technical and operational calls related to the Fujitsu Services
environment or the data feeds into Fujitsu Services from Post Office Ltd and their
clients. It provides a single point of contact for branch staff (for the calls described in
Section 3 Overview) and Fujitsu Services operation staff. For further information for
non-branch staff and non-Fujitsu Services staff, see Section 4.3.4 Non-branch callers
to the HSH.
4.1 HSH telephone number
Branch staff contact the HSH by telephoning the NBSC telephone number and
selecting the option for the HSH.
4.2 HSH service hours
The HSH service is available between the hours of 08.00 — 18.30 Monday to Saturday,
excluding Christmas Day.
Outside these hours, the HSH Voicemail Service is provided to take messages.
Messages left on the HSH Voicemail Service will be actioned by the HSH commencing
at 08.00hrs on the following working day.
4.3 Contacting the HSH
43.1
Call validation
The HSH is available to receive calls from any of its authorised sources and will take
calls that are described in Section 5 HSH calls of this PPD.
All callers to the HSH will be subject to initial validation. Callers failing validation will
not gain access to the HSH and the call will be recorded as inappropriate.
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 15 of 30
CONTRACT CONTROLLED
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
FUJ00001761
FUJ00001761
The validation performed for each call is as follows:
Branch staff
Verifies the identity of branch staff by asking questions based
m the post office FAD (Financial Accounts Division) code,
ost office address, name and telephone number.
Post Office Ltd
non-branch staff
[Post Office Ltd non-branch staff are normally filtered through
he NBSC. The NBSC will register a call with the HSH on
behalf of non-branch staff. TIP (Transaction Information
Processing) and OSG (Outlet Systems Group) have facilities
ito log calls direct with the HSH.
(Circumstances surrounding when these callers request a call
to be logged on the HSH are described in Section 4.3.5.1 PostI
Office Ltd.
BSC
In cases of emergency closure, NBSC staff are required to
ontact the HSH on behalf of a branch. The HSH will require
he branch’s FAD and name, and details of the nature of the
incident.
(Circumstances surrounding when the NBSC should contact
he HSH are described in Section 4.3.5.2 NBSC.
Password requests
allers requesting the issue of authorised-user passwords
ust contact the NBSC for verification.
(They will then be issued with a reference number that they
ust quote to the HSH. This process is described more fully
lin Section 4.3.3 Authorised-user password access. Callers
lunable to quote the reference number will be refused access to}
ithe authorised-user password service.
Fujitsu Services
suppliers
[These groups are provided with a PATH code and will be
subject to the same verification procedures as Post Office Ltd
on-branch staff.
(Circumstances surrounding when these callers contact the
IHSH are described in Section 4.3.5.3 Fujitsu Services.
Before calling the HSH, the caller should gather as much information as possible to
enable the HSH operator to diagnose the nature of the problem swiftly.
© 2003 Fujitsu Services
COMMERCIAL IN-CONFIDENCE Page: 16 of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
43.2
4.3.3
4.3.4
Call logging
The operator will attempt to resolve or diagnose the problem during this initial
telephone call. The information will be recorded as an incident onto a helpdesk system
and allocated a unique call reference number.
At the end of the call the operator will inform the caller of the call identity number and
what action to expect next. This identity number should be recorded by the caller and
quoted if the caller needs to ring the HSH about this incident. The caller will be
advised if it is known that the problem relates to a major incident affecting multiple
branches.
If the caller’s query/problem is not resolved within the initial telephone call, the HSH
will advise the caller the date/time by which they will next receive contact. (This
contact will take the form of either a site visit by an engineer or a telephone call from
someone in the Fujitsu Services support chain.)
Authorised-user password access
There are two types of requirement for authorised-user password access:
e Planned, i.e. from Post Office Ltd Auditors in the case of an Audit visit, or Retail
Network Managers/Retail Line Managers/Performance Improvement Advisors in
the case of a planned branch closure.
e@ Unplanned, i.e. when a branch manager forgets their password or becomes locked
out of the system by repeated incorrect entry of their password.
The authorised-user password is issued by the HSH once the caller has been verified
by the NBSC.
The caller requiring authorised-user password access will call the NBSC and obtain
verification and a unique reference number. The NBSC will then call the HSH quoting
this unique reference number. The HSH will then call the branch asking for the unique
reference number and ask them to perform the authorised-user password procedure
sequence following instructions from the HSH. This will allow access to the system.
The authorised-user password is valid for one session only. When the caller logs out,
the authorised-user password can no longer be used. Where the caller has forgotten the
password it is a priority for them to set up a new password for normal use, using the
procedures described in the CSR+ ACUA PPD [Ref. CS/PRO/090].
The system requires the authorised-user procedure sequence to be completed within
five minutes of being started.
Non-branch callers to the HSH
The HSH is available to take incident calls from sources other than Post Office Ltd
branches. These sources are NBSC, TIP and OSG for Post Office Ltd operational calls
and from within Fujitsu Services.
These non-branch callers will be pre-authorised by the allocation of a dummy FAD
code (PATH code). This PATH code is allocated by Fujitsu Services who will agree
the incident types available to be registered via this route.
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 17 of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
43.5
Non-branch call sources
4.3.5.1 Post Office Ltd
Post Office Ltd incidents affecting the EPOSS (Electronic Point of Sale Service), APS
(Automated Payments Service) or reference data services that arise in the Post Office
Ltd environment will also be reported to the HSH in accordance with agreed
procedures.
43.5.2 NBSC
In the event of an unplanned post office closure, the affected post office will contact
the NBSC and inform them. The NBSC will then contact the HSH on behalf of the
affected post office to register an incident. The NBSC operator will need to quote the
post office FAD code, their name and telephone number and the nature of the problem
(see the CSR+ Operating Environment PPD [Ref. CS/PRO/097].
4.3.5.3 Fujitsu Services
4.3.6
Incidents arising from within the Fujitsu Services operation will result in a call to the
HSH. Callers from within the Fujitsu Services operation will also have to pass the
same verification procedure as a branch by providing a dummy FAD code or PATH
code and name to access the HSH.
Call escalation
Call escalation can be interpreted in three separate ways:
e An incident passed through the support chain for resolution.
e SLA (Service Level Agreement) targets in jeopardy.
e A customer unhappy with the service.
4.3.6.1 Incident passed through the support chain
Once an incident is registered onto the HSH incident management system, it is likely to
be passed along the support chain to different support groups who are responsible for
different areas of the system, e.g. Networks. The HSH staff have visibility of all
incidents and will track progress of the call throughout its life.
4.3.6.2 SLA targets in jeopardy
Should the SLA targets of a particular incident approach or pass minimum SLA levels,
the HSH staff will begin to escalate visibility of this situation, using a manual escalation
process to ensure timely escalation into Fujitsu Services, its supplier, and Post Office
Ltd where appropriate.
This escalation procedure may utilise a problem manager at a predetermined point. The
problem manager will be responsible for ensuring that the correct management and
resources are in place to resolve the problem and restore the service levels. The
problem manager will be supported by an agreed cross-boundary escalation process
that covers the Post Office Ltd and Fujitsu Services organisations, should disputes of
ownership and responsibility arise.
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 18 of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
4.1.6.3 Customer unhappy with service
The caller’s view of escalation will arise should the caller be unhappy with the service
provided or disagree with the progress or actions taken to resolve a particular incident
The caller will contact the NBSC to register his or her dissatisfaction
All complaint calls will be brought to the attention of Fujitsu Services Service
Management and are available to the Service Management Forum if requested.
Inappropriate calls
The HSH may be mistakenly contacted by persons not authorised to use the HSH.
These callers will be unable to pass verification and will be refused access, an incident
call will be recorded on the HSH incident management system.
Should the caller be authorised to contact the HSH and pass verification the HSH
operator will establish the nature of the caller and if the issue is outside the
responsibility of the HSH the caller will, where applicable, be re-directed to the correct
helpdesk. An incident will be recorded on the HSH incident management system.
Callers requiring re-direction to another helpdesk will be supplied with the phone
number of the appropriate desk, if known.
Call redirecting
If the HSH receives a call that is not appropriate to the HSH, where possible the HSH
operator will advise the caller to ring the appropriate number. Where applicable the
HSH operator will supply the phone number of the appropriate desk.
Contingency
The HSH service is provided from one site. Should this site become unable to take
calls, within four hours Fujitsu Services will provide the following services from
another site: telephony and call logging, the FAD list and the OBCS stop list. During
the switchover time, the NBSC will take all calls.
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 19 of 30
CONTRACT CONTROLLED
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
FUJ00001761
FUJ00001761
5 HSH calls
This section gives descriptions of the calls that may be received by the HSH from PO
branch staff and Post Office Ltd clients:
5.1 Business continuity
Problem Description
Major incident Should a call relate to a major incident affecting multiple
affecting multiple branches, the caller will be advised that their post office FAD
branches code will be added to the master call relating to this incident.
5.2. Change
Problem
Description
Post office planned
temporary closure
Post office planned
reopening
Post office planned
permanent closure
Post office planned
relocation
Post office
configuration
change
Weigh scales
Planned changes are managed in conformance with the
processes for Operational Business Change established
between Post Office Ltd and Fujitsu Services.
The processes are based on the delivery of change to agreed
timescales, the detail of which can be found in:
Pathway/POL Interface Agreement - Outlet
[Ref. CS/IFS/003]
Pathway/POL Interface Agreement - Product
[Ref. CS/PRD/058]
© 2003 Fujitsu Services
COMMERCIAL IN-CONFIDENCE Page: 20 of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
5.3. Emergency closure
Problem Description
Post office The NBSC acts as business support for the branches and will
emergency closure __ be contacted in the event of a branch closing on an
Post office emergency basis. The NBSC will inform Fujitsu Services of
reopening (no all such instances by logging an incident call on the HSH
pening, quoting the post office FAD code, the caller’s name and
change)
contact number and the nature of the closure. The HSH will
cancel any planned engineer visits to that site, as outlined in
the document:
The Management Process for Operational Business Change -
Outlets [Ref. CS/PRD/0029].
5.4 Environmental
Problem
Description
Environmental issue
The HSH should be informed if the branch is open and the
equipment is working but service is expected to be
interrupted for some environmental reason; for example, the
branch manager may have a planned power outage for work
on site. The HSH will record the details and take any
necessary action; such as, in the case of a planned power
outage, noting the reason for non-polling.
Post office power
failure
All power issues are referred to the NBSC.
However, the HSH log reports power failures for
information, as a cause of non-polling.
© 2003 Fujitsu Services
COMMERCIAL IN-CONFIDENCE Page: 21 of 30
CONTRACT CONTROLLED
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
FUJ00001761
FUJ00001761
5.5 Hardware
Problem
Description
Back office printer
fault
Bar-code reader
fault
Counter printer
fault
Keyboard fault
Magnetic card
reader fault
Monitor fault
Monitor touch
facility not
functioning
PIN pad fault
Processor fault
Secure ISDN box!
Smart card reader
fault
If a problem arises in using the equipment installed at the
branch, e.g. because the equipment is damaged, the branch
manager or branch staff will ring the HSH to gain access to
suitable support. The caller will be required to make a note of
the activity being performed when the problem arose, before
the HSH is called.
In the event of a branch PC system failure or a peripheral
failure, the HSH will allocate an engineer to attend the post
office. The caller will be told when the engineer is expected
to arrive:
The engineer will normally carry spare parts with him;
however occasionally spare parts may need to be couriered to
the post office. In this instance the engineer will arrive shortly
after the spare part has been delivered. The post office will be
informed in advance to expect a spare part to be delivered.
Once at the post office the engineer will replace the faulty
part, test its operation and then check that the branch
manager is happy that the system is now operational. The
engineer will remove any broken equipment when he leaves.
If equipment is damaged the engineer will complete a report
on the circumstances surrounding the damage which will be
agreed and signed by the branch manager.
For more details see the CSR+ Operating Environment PPD
[Ref. CS/PRO/097].
' The secure ISDN box is the lockable cabinet that contains the robust socket at secure locations e.g
serving points for trolleys and mobiles.
© 2003 Fujitsu Services
COMMERCIAL IN-CONFIDENCE Page: 22 of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
5.5 Hardware (cont)
Problem
Description
Both PMMCs or
spare PMMC lost
Each time a PC is powered on, the Post Office Log On
(POLO) procedure must be performed. The branch manager
is issued with a PMMC card plus a spare and PIN when the
equipment is installed. This card and PIN must be kept in
separate secure locations and used when the equipment is
powered on after being switched off as described in the
CSR+ Access Control and User Administration PPD [Ref.
CS/PRO/090].
If either both cards or just the spare card is lost, the HSH
must be contacted.
e Ifboth cards are lost, stolen or damaged, then the system
will be declared down and an engineer dispatched to
replace the cards and bring the system back into
operation. The branch manager, when completing the
Service Visit Report Card, will declare whether the cards
were lost, stolen or damaged and will surrender any
damaged cards to the engineer.
e Ifonly the spare card has been lost, stolen or damaged,
then a replacement is posted.
(For the loss of the active card or PIN, see Section 5.13
Software.)
5.6 Inappropriate helpdesk
Problem
Description
POL business issue
POL Horizon issue
Should a member of the branch staff contact the HSH with a
problem that does not relate to the Fujitsu Services system,
they will be referred to the NBSC.
NBSC referred call
Should the NBSC incorrectly refer a branch caller to the HSH:
« Ifthe problem is a POL business issue, the caller will be
transferred back to the NBSC.
e Ifthe problem is a POL Horizon issue, the HSH will
resolve it.
© 2003 Fujitsu Services
COMMERCIAL IN-CONFIDENCE Page: 23 of 30
CONTRACT CONTROLLED
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
FUJ00001761
FUJ00001761
5.7 Network
Problem
Description
Communication
with the centre
failed, could not get
security data
If a member of the branch staff reports that the system
displayed a message during a POLO procedure to say that
communication with the centre failed and it could not get
new security data, the HSH will establish the cause of the
failure.
e Ifthe branch is not currently authorised to collect the
security data (for example, because an authorisation
granted by the automated systems has expired), the HSH
will invoke the necessary authorisation (known as
“opening the door’). If the HSH are unable to do this, the
incident will be passed into the Fujitsu Services support
organisation.
¢ Ifthe branch cannot communicate with the centre via the
WAN, then the HSH will ensure that the communications
problem is resolved.
The HSH may advise the branch to continue using the old
security data whilst the problem is being resolved.
LAN failure
(disconnected node)
WAN failure
(ISDN)
Satellite/PES
Unable to contact
HQ
The network is monitored centrally and any fault will most
likely be resolved before it becomes visible to the post office.
However, should the post office encounter networking
difficulties the HSH should be contacted. Networking
difficulties are likely to show themselves as messages saying
that the central system cannot be contacted. If this occurs, a
member of the branch staff should contact the HSH who will
take details of the network fault.
The fault will be investigated and corrected by support staff
who will inform the branch manager when the network link
has been restored. In the event of a LAN or WAN failure, the
HSH will allocate a Fujitsu Services or BT engineer as
appropriate to attend the post office. The caller will be told
when the engineer is expected to arrive.
Hardware swap/
adjustment due to
network error
The engineer will report the action taken to resolve the LAN
or WAN failure.
(Should a member of the branch staff wish to cancel a
planned engineer visit, they should contact the HSH.)
© 2003 Fujitsu Services
COMMERCIAL IN-CONFIDENCE Page: 24 of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
5.8 Operational
Problem
Description
File transfer
problem
Remote systems
hardware
Remote systems
network
Remote systems
software
Incidents arising from the transfer of data into and out of the
Fujitsu Services environment and systems should be
registered on the HSH. The HSH will pass these incidents
initially into Fujitsu Services operations who will investigate
the nature of the incident and pass the call into second line
support if necessary.
5.9 Other queries
Problem
Description
Caller fails initial
verification
Callers who ring the HSH in error and are not authorised to
use the HSH, will be refused access to the HSH and directed
to the NBSC.
Caller hung up or
wrong number
Should the caller terminate the call or contact the HSH as a
wrong number, the HSH will take no action.
Compliment
Should a branch or the NBSC wish to register a positive
comment about the Horizon system or service, the compliment
is recorded.
OBCS stop list
enquiry
If the customer wishes to make an OBCS encashment during a
period of system failure, the HSH will ask the caller for the
Customer Reference Number, Order Book Serial Number and
Common Payment Package Number. The HSH will then check
the database and advise the caller of the following:
e Ifthere is no stop in place, to make the encashment.
e If there is a stop in place, not to make any encashments
but to impound the book.
«If there is a recall in place with the effective date of today
or earlier, to encash one valid foil and impound the book.
e If there is a recall in place with the effective date of later
than today, to encash valid foils dated prior to and
including today and impound the book.
© 2003 Fujitsu Services
COMMERCIAL IN-CONFIDENCE Page: 25 of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
5.10 Reconciliation
Problem Description
Reconciliation/ Reconciliation incidents will be raised from various sources:
business incident the branch staff, Post Office Ltd concerning the EPOSS, APS
and Reference Data services, and Fujitsu Services Business
Support for all services.
All incidents will be registered on the HSH and will be passed
directly to the Fujitsu Services Business Support Unit where
they will be categorised according to the service affected and
will range from payment problems to accounting anomalies.
They will be given an incident priority based on the nature of
the incident
© 2003 Fujitsu Services COMMERCIAL IN-CONFIDENCE Page: 26 of 30
CONTRACT CONTROLLED
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
FUJ00001761
FUJ00001761
5.11 Reference data
Problem
Description
Address/phone
number incorrect
Should a member of the branch staff contact the HSH to
report that the address or phone number of the branch is
incorrect, the HSH will refer the caller to the NBSC for
confirmation of the correct details for the branch. The HSH
will confirm with the NBSC that the relevant reference data
has been sent to Fujitsu Services.
Missing icon/
product (core
product and AP)
Should a member of the branch staff contact the HSH to
report that the icon for a core product or AP appears to be
missing, the HSH will refer the call to Fujitsu Services for
investigation. The HSH will confirm with the NBSC that the
relevant reference data has been sent to Fujitsu Services.
Missing
icon/product (non-
core product)
Should a member of the branch staff contact the HSH to
report that the icon for a non-core product appears to be
missing, the HSH will refer the caller to the NBSC for
confirmation that the branch should be selling the product.
Fujitsu Services or
Post Office Ltd
reference data
incorrect
When the expert teams in Fujitsu Services or Post Office Ltd
identify incidents caused by incorrect reference data, they are
logged in the appropriate domain for resolution.
Product detail
incorrect
Should a member of the branch staff contact the HSH to
report that the details of a product appear to be incorrect, for
example price, the HSH will refer the caller to the NBSC for
confirmation of the correct details. The HSH will confirm
with the NBSC that the relevant reference data has been sent
to Fujitsu Services.
© 2003 Fujitsu Services
COMMERCIAL IN-CONFIDENCE Page: 27 of 30
CONTRACT CONTROLLED
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
FUJ00001761
FUJ00001761
5.12 Security
Problem
Description
Authorised-user
password required
Passwords within an office are controlled by the manager, and
if a member of staff forgets their password the manager can
reset it. If the manager forgets their password they should
contact the NBSC; an emergency password can then be issued
by the HSH using the authorised-user password procedure to
allow them to reset their own password. Audit staff will also
need access to the system and require use of the authorised-
user service to gain access. Each person authorised to use this
service will be pre-registered and will have to undergo a
verification procedure before access to the authorised-user
service is permitted.
Once verified the caller will be issued with a password that is
valid for only one session and cannot be used again. (Further
information on using authorised-user passwords is given in the
CSR+ Access Control and User Administration PPD [Ref.
CS/PRO/090].)
System access issue
The HSH is available to offer advice if user error occurs
during POLO (for example, a PIN mistype), or to provide
guidance on powering up or safely powering down the system
(for example, during power outages).
If the manager forgets their password/gets locked out, then
the caller is referred to the NBSC for the provision of an
authorised-user password, or advised in the case of user error.
(If a clerk/supervisor forgets their password/gets locked out
and contacts the HSH, then the call is dealt with as an
inappropriate helpdesk call on a POL Horizon issue (see
Section 5.6).)
© 2003 Fujitsu Services
COMMERCIAL IN-CONFIDENCE Page: 28 of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
5.13 Software
Problem
Description
Active PMMC or
PIN lost
Each time a PC is powered on, the Post Office Log On
(POLO) procedure must be performed. The branch manager is
issued with a PMMC card plus a spare and PIN when the
equipment is installed. This card and PIN must be kept in
separate secure locations and used when the equipment is
powered on after being switched off as described in the CSR+
Access Control and User Administration PPD [Ref.
CS/PRO/090].
If the active card or PIN is lost, the HSH must be contacted.
The HSH operator will ask a series of questions to verify the
identity of the caller and then pass the caller on to a second-
line support technician. The technician will then assist the
branch manager to generate a new PIN or allocate a PIN to
the spare card. This process involves the caller following
verbal instructions from the HSH technician. In extreme cases,
where the system cannot generate the PIN easily, the caller
will be taken through the underlying recovery process that
involves typing a 15-character Fallback Response Code into
the Horizon system.
The new PIN must be stored securely as instructed in the
CSR+ Access Control and User Administration PPD [Ref.
CS/PRO/090]. In the case of a lost card, this procedure
invalidates the lost card and a replacement card is ordered for
issue to the post office to use as a spare.
(For the loss of both cards or just the spare card, see Section
5.5 Hardware.)
Key refresh —
update security data
When a key refresh is required, the manager of the branch will
receive a memo via the Memo View facility advising them to
update the PMMC. They may contact the HSH if they need
assistance in performing the security data update process.
This call is also used by the Fujitsu Services Horizon Incidents
Team where a branch needs to be contacted and asked to
complete the security update.
Security data was
unusable
If a member of the branch staff reports that the system
displayed a message during a POLO procedure to say that the
security data received was unusable, the HSH will advise the
caller to retry the procedure. If the fault recurs, then the
incident will be passed into the Fujitsu Services support
organisation.
© 2003 Fujitsu Services
COMMERCIAL IN-CONFIDENCE Page: 29 of 30
CONTRACT CONTROLLED
FUJ00001761
FUJ00001761
Fujitsu Services CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 5.0
COMMERCIAL IN-CONFIDENCE Date: 25-MAR-2003
Hardware problem
requiring reboot or
print queue deletion
Other software
error
System freeze/slow
response
System message
displayed on screen
Software problems can arise in the form of an error message
displayed on the screen or during the use of the system when
something fails to work as expected. Branch staff should
record any messages appearing on the screen or details of
what activity was being undertaken at the time of the problem
and advise the HSH operator of these messages and actions.
Details of the incident will be captured by the HSH operators
who will determine the nature of the problem, allocate a call
identification number and inform the caller of the next
expected action.
If the problem has occurred before and has been previously
resolved, the operator will issue instructions to the caller to
perform an authorised temporary procedure or alternatively
the HSH operator may attempt to resolve the problem by
repeating the process on the HSH reference system.
If the problem requires a more technical solution the incident
will be passed into the Fujitsu Services support organisation.
The incident will then be investigated and an authorised
temporary procedure or resolution may be applied. The
support technicians may contact the caller to understand the
incident circumstance more fully or to gather more evidence to
assist the investigation. If a branch is contacted by a support
technician, the support technician will quote the call reference
number.
Processor swap/
adjustment due to
software error
The engineer will report the action taken to resolve the
software failure.
(Should a member of the branch staff wish to cancel a
planned engineer visit, they should contact the HSH.)
© 2003 Fujitsu Services
COMMERCIAL IN-CONFIDENCE Page: 30 of 30
CONTRACT CONTROLLED