Fujitsu Services
Engineer Service: Service Description
Commercial in Confidence
Ref:
Version:
Date:
FUJ00001802
FUJ00001802
CS/SER/005
2.0
15 May 2003
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
Internal Distribution:
Engineer Service: Service Description
Service Description
N/A
Service description of the Engineer Support Service provided
under contract to Post Office Limited
APPROVED
Reg Barton, Fujitsu Services Customer Service
Reg Barton; Martin Riddell; Richard Brunskill
PVCS, Reviewers
External Distribution: Post Office
Approval Authorities:
Name Position Signature Date
Liz Tuddenham Post Office: Network Support
Supplier & Service
Performance Manager
Richard Brunskill Fujitsu Services: Post Office
Account - Infrastructure
Services Manager
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Fujitsu Services Engineer Service: Service Description Ref: CS/SER/005
Version: 2.0
Commercial in Confidence Date:
15 May 2003
0.0 Document Control
0.1. Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
0.1 22/11/02 First Draft
0.1a 06/12/02 Agreed version for inclusion within Schedule 19
0.2 1612/02 RB/LT agreed version
2.0 15/05/03 Update to include engineers exceptional service
availability
0.2 Review Details
Review Comments by :_ I Date
Review Comments to: I Originator
Mandatory Review Authority Name
Post Office: Network Support — Supplier & I Liz Tuddenham
Service Performance Manager
Fujitsu Services: Post Office Account — I Richard Brunskill
Infrastructure Services Manager
Fujitsu Services: Post Office Account — I} Martin Riddell
Customer Service Director
Fujitsu Services: UKME Manager Bill Burrows
Optional Review / Issued for Information
( * ) = Reviewers that returned comments
0.3. Associated Documents
Reference Version I Date Title Source
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
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Fujitsu Services
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Engineer Service: Service Description Ref: CS/SER/005
Version: 2.0
Commercial in Confidence Date:
15 May 2003
0.4 Abbreviations/Definitions:
unless the context otherwise requires, the following terms have the following meanings:
Abbreviation
Definition
HSH
Horizon Systems Helpdesk
HSH Customers
Post Office staff and staff of Post Office Clients having a direct
interface with the Horizon Service Infrastructure, providing that they
satisfy the relevant validation criteria.
LAN Local Area Network
ES Engineer Service
MTBF Mean Time Between Failure
PAT Portable Appliance Testing
Post Office™ Post Office Ltd
SLA Service Level Agreement
SLT Service Level Target
Support Engineer an individual (who is an employee of Fujitsu Services or a sub-
contractor) appointed by Fujitsu Services or a sub-contractor to
provide Branch Equipment Engineer Support Services
WAN Wide Area Network
Note: Terms defined in the [Codified Agreement] shall have the same meaning where used in
this CCD
0.5 Changes in this Version
Version
Changes
2.0
Updated to include Engineer exceptional service availability
0.6 Changes Expected
Changes
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Fujitsu Services Engineer Service: Service Description Ref: CS/SER/005
Version: 2.0
Commercial in Confidence Date:
15 May 2003
0.7 Table of Contents
1.0 SERVICE SUMMARY.
1. GENERAL.
1.2 SERVICE ELEME!
2.0 I SERVICE PRINCIPLES.
2.1 GENERAL..........-. oe ceeeteeeeeseeeeseeee seseeeeeeeeeeeeeee veseeeeeeeseseststeenneseees 5
3.0 I SERVICE DEFINITIO
3.1 ON-SITE REPLACEMENT / REPAIR OF FAULTY EQUIPMENT
3.2. REPAIR AND RECYCLING OF FAULTY EQUIPMEN’
3.3 HARDWARE ASSET TRACKING..
3.4 LOCAL AREA NETWORK SUPPORT
3.5 PORTABLE APPLIANCE TESTING.
3.6 TRANSACTION RECOVERY...
4.0 SERVICE AVAILABILITY.
4.1 EXCEPTIONAL SERVICE AVAILABILITY.
5.0 I SERVICE TARGETS & LIMITS.
5.1 TARG
5.2 Limits.
6.0 I SERVICE DEPENDENCIES & POST OFFICE RESPONSIBILITIES.
6.1 DEPENDENCIES... neces
6.2 Post OFFICE RESPONSIBILITE
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Fujitsu Services Engineer Service: Service Description Ref: CS/SER/005
Version: 2.0
Commercial in Confidence Date:
15 May 2003
1.0 Service Summary
1.1 General
LL The Engineer Service (ES) comprises an on-site replacement or repair service for
broken or faulty Horizon equipment at Post Office Branches and other designated
locations, for example; training centres, NBSC, Head Office locations, together
with associated backup, support and administrative functions. The Horizon System
Helpdesk (HSH) will attempt initial diagnosis of faults reported to it prior to
initiating deployment of a Support Engineer.
1.2 Service Elements
1.2.1 On-site replacement of faulty equipment;
1.2.2 Repair and recycling of faulty equipment;
1.2.3 Hardware asset tracking;
1.2.4 Local Area Network support;
1.2.5 Portable Appliance Testing
1.2.6 Transaction recovery as a result of communications outages
2.0 Service Principles
2.1 General
2.1.1 Support Engineers will use reasonable endeavours to minimise disruption to the
Post Office Branch
2.1.2 Support Engineers will be appropriately trained to carry out the service
2.1.3 Maintenance and repair of the elements of Horizon Service Infrastructure involving
on-site attendance at Post Office Premises by Fujitsu Services’ engineers shall not
interfere unduly with the ability of a Branch to serve Customers, even where
Branches have a single Counter Position and/or extremely limited physical space
2.1.4 Ifa maintenance or repair operation is predicted to take longer than twenty (20)
minutes then Fujitsu Services shall replace the whole unit or module to minimise
disruption at the counter
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2.1.5
3.0
3.1
3.1.1
3.1.4
Fujitsu Services shall carry out visits for maintenance or repair in line with the
Service Levels described in Schedule 15. Optionally, a Branch Manager shall elect
to defer a visit to a more convenient time. For example, in a larger Branch, if a
fault occurs at the busiest time of day then Post Office may specify the start time
from which Fujitsu Services may carry out the maintenance or repair. In these
circumstances, the request for service shall be diagnosed fully but not carried out
until the preferred appointment time. In this case the time in suspension shall not
count towards downtime as defined in Schedule 15.
Incidents related to the Wide Area Network (WAN) once identified are managed
by the Data Centre Operations Service as defined within the CCD entitled “Data
Centre Operations Service” (CS/SER/007).
Service Definition
On-site replacement / repair of faulty equipment
Upon determining that a fault has occurred, the Post Office Branch will contact the
HSH, providing as much detail concerning the nature of the fault as possible.
Where appropriate the HSH will complete diagnostic checks to attempt to resolve
the fault prior to committing a Support Engineer to attend the Post Office Branch.
The Post Office Branch will be asked to participate in this diagnostic check where
possible.
If the fault cannot be cleared and service cannot be restored following the initial
diagnostic checks, the HSH will obtain detail of the access times to the Post Office
Branch, which are not necessarily linked to Post Office Branch opening times, and
a visit by a Support Engineer will be scheduled in accordance with the severity of
the incident (Priority A or Priority B) and the location of the Branch (Local,
Intermediate or Remote). Definitions of Priority and Local, Intermediate or
Remote locations are set out in Schedule 15.
Prior to their first visit to a Post Office Branch, Support Engineers will undergo
security validation by Post Office
Support Engineers visiting Post Office Branches to repair faults will provide proof
of identity to the Branch Manager or representative.
The Support Engineer will carry service exchange hardware components and will
be appropriately trained in the fitting of such components.
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3.1.7 The Support Engineer will assess and seck to diagnose the Horizon equipment
fault and where possible, will rectify the fault through simple adjustment,
reconnection, cleaning or advice to Post Office Branch personnel.
3.1.8 Where there is a hardware fault involving a faulty component the Support Engineer
will exchange that faulty component with a replacement.
3.1.9 The Support Engineer will ensure that the Horizon equipment is working correctly
prior to leaving the Post Office Branch
3.2. Repair and recycling of faulty Equipment
3.2.1 Where faulty Horizon system hardware is replaced as part of the ES Fujitsu
Services will, where economically viable, ensure that it is repaired and rendered fit
for re-use in the Post Office estate.
3.2.2 Fujitsu Services reserves the right to inform Post Office where the equipment is
determined to be beyond economic repair, and not to repair that equipment item or
return it for re-use in the Post Office estate.
3.2.3 Each item of equipment returned for repair will be examined, and the fault
determined. The fault will be repaired, and the equipment cleaned and tested,
including a check for electrical safety.
3.2.4 Where base units have been replaced, Fujitsu Services will clean Horizon base units
of all data and apply a new software build.
3.2.5 Fujitsu Services may, at its discretion, use a third party to complete the repair
works, which may include, but is not limited to, the equipment manufacturer.
3.3. Hardware asset tracking
3.3.1 Fujitsu Services will ensure that all equipment residing in Post Office Branches and
other sites owned or managed by Post Office will be recorded, by serial number, as
whole units (a PC base unit is classed as one whole unit even though different
components may be utilised for spares). Such whole units will include:
a. PC base units
b. Counter printers
c. Bar code readers
d. Back office printers
e. Keyboards
f. LAN hubs
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3.3.2
3.3.3
3.4
3.4.1
3.4.2
3.5.2
g. Pin pads
Fujitsu Services will record all serialised assets listed in paragraph 3.3.1 of this
document and the exchange of serial numbers as a result of service visits.
Not withstanding the above sections 3.3.1 to 3.3.2 inclusive, Fujitsu Services will
exercise control over all equipment including component parts held by them on
behalf of the Post Office, at a level appropriate for the ongoing provision of the
Service.
Local Area Network support
Fujitsu Services will maintain the Horizon Service Infrastructure within the Post
Office Branch including, LAN hubs, cabling and PC cross over leads.
Fujitsu Services may choose to sub contract the maintenance of the LAN cabling to
a third party as appropriate.
Portable appliance testing
The service provides for one Portable Appliance Test (PAT) to include the
inspection, test and labelling of each item of electrical equipment, in situ within
each Post Office Branch over a period of 3 years commencing January 2004. To
provide the service, Fujitsu Services will complete the following activities:
a. Conduct a visual inspection of all Fujitsu Services installed equipment and
mains cords within the Post Office Branch.
b. Test systems within the Post Office Branch using the appropriate tools and test
equipment. The testing of each item shall be undertaken by application of the
relevant test procedure.
c. The attachment of a colour coded sticky label to each item inspected and tested
to indicate success (of the inspection and relevant test) or failure.
d. To replace faulty detachable mains cords, incorrect value fuses and damaged
plugs.
e. To re-terminate plugs where necessary.
f. To render inoperative, any electrical item which fails the inspection and test
and brings this to the attention of the customer and arranges for its
replacement.
g. To record test results against a unique identifier for each item.
Once these activities have been completed, Fujitsu Services will provide the Branch
Manager with the test results. Test results for each Post Office Branch will also be
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made available to Post Office within one month of the test being completed at that
Post Office Branch and will be maintained in a Fujitsu Services database.
3.5.3 The service is delivered during normal office hours, however Fujitsu Services may
agree to provide the service outside those hours on request. The schedule for
safety test visits will be agreed in advance with Branch Managers and Post Office.
3.5.4 All remedial maintenance work carried out on site will comply with the standards
prescribed and will ensure that the requirements of the Electricity At Work
Regulations 1989 continue to be met upon return to service.
3.5.5 For the avoidance of doubt, PAT is not covered by any SLT described within
section 5.1.1, nor shall PAT visits count to the monthly limit on engineer visits.
3.6 Transaction Recovery
3.6.1 When the ISDN line is not available at a Branch or a Fujitsu Services Support
Engineer (or other suitably qualified person authorised by Fujitsu Services) will
visit that Branch (a “Recovery Visit”) and connect the working gateway PC with
the data centre via an ISDN emulator, a Support Engineers laptop (configured to
communicate with the data centre via PSTN), and the Branch’s existing PSTN line.
3.6.2 Connection with a data centre will be achieved using the ISDN emulator in such a
way that the Branch gateway PC communicates with that data centre as if it was
using an ISDN line. Such connection shall be achieved using a free phone
telephone number.
3.6.3 Once communication has been established between a Branch anda data centre (via
ISDN emulator, laptop and PSTN line) normal two-way Riposte message
replication will occur. This will result in both delivery of Transaction data to the
data centre and delivery of Reference Data changes and OBCS Stop List changes
to the Branch.
3.6.4 The connection between a Branch and the data centre using the ISDN emulator
and its subsequent disconnection after successful transmission of messages to and
from the data centre shall be carried out such that if the ISDN line is restored
before Fujitsu Services arranges another Recovery Visit to that Branch (in
accordance with paragraph 3.6.5 below) normal service to that Branch using the
ISDN line will resume.
3.6.5 Connection between a Branch and a data centre via ISDN emulator, laptop and
PSTN line (as described in paragraph 3.6.1 above) will only be applied if that
Branch has a PSTN line and a a standard telephone socket that the Support
Engineer is allowed access to.
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3.6.6 Fujitsu Services shall use reasonable endeavours to arrange and undertake each
Recovery Visit (in order to carry out the activities described in paragraphs 3.6.1 to
3.6.4) on or before the eighth working day that an ISDN line is not available, and
at intervals of not more than two working days after until the ISDN circuit is
restored. Each Recovery Visit shall be arranged by prior agreement with the
Branch in question (which may be on the same day as such visit ) to commence
with the Post Office Core Day, of if thee hours that Branch would normally be
open for business extend beyond the Post Office Core Day, within that longer
period or at such other time as Fujitsu Services and the Branch may agree. In
making that arrangement with the Branch, if the Recovery Visit might reasonably
be expected to extend beyond the time that Fujitsu Services is aware that Branch
would normally close for business, Fujitsu Services shall inform that Branch. The
period of access to a Branch for each Recovery Visit shall be that which is
reasonably required for that visit to be successfully completed.
3.6.7 The Support Engincer will visit the Branch to ensure all transactions are collected
and distributed to Post Office Clients by ‘Day J’ as referred to in the SLT’s
documented within section 5.1.1.
3.6.8 The detailed procedures for arranging and executing Recovery Visits are described
in the CCD entitled “Process for Laptop Data Retrieval” (CS/PRD/105).
3.6.9 Fujitsu Services shall ensure that an appropriate solution to allow Recovery Visits
in respect of ADSL connected Branches be developed by the date set out in row
28 of Schedule 12 for the implementation of ADSL in Branches. ADSL Recovery
Visits shall be in accordance with the same procedures and criteria detailed in
paragraphs 3.6.1 to 3.6.7.
4.0 Service Availability
The ES will be available between the hours of 08:00 to 18:30 Monday to Friday excluding all
bank holidays, as applicable on a regional basis within the United Kingdom.
4.1 Exceptional Service Availability
4.1 Under exceptional circumstances, Post Office may request ES outside the hours
stated in 4.0, to provide on site engineering support for Exhibitions, Displays or
Conferences. Requests for such support must be made in writing to the Fujitsu
Services Strategic Support Manager, or Fujitsu Services Infrastructure Services
Manager, no less than seven days before the support is required.
4.1.2 Fujitsu Services will confirm the availability of Exceptional Availability ES to Post
Office, where the service can be provided.
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4.1.3 Fujitsu Services will make reasonable endeavours to provide such cover by making
available an engineer at the support location on a call-out basis, supported by
appropriate hardware spares. Appropriate contact details and escalation routes
will be provided on a case-by-case basis.
4.14 Where cover is required for an event where admission to the event is by security
pass, Post Office must request additional ES cover with sufficient notice to obtain
passes. Where there is a charge for the passes, Post Office must pay for two
passes for the duration of the event, to provide sufficient contingency.
4.1.5 Where this service is provided, Post Office will pay an additional charge based on
providing ES during this period. The charge will be calculated as follows:
A Service Provision charge will be chargeable for each calendar day where cover is
required for a period not exceeding eight hours within that calendar day. Where
the period of cover exceeds eight hours in any one day, a further Service Provision
charge will be chargeable on a pro-rata basis. The Service Provision charge will be
equivalent to the Call-Out fee detailed in paragraph 8.5 of Schedule 10 to The
Agreement.
Additionally, where an engineer is required to attend site, an hourly Outside Core
Day charge will be levied for the engineer time incurred traveling and attending site
Where the cover is provided wholly or partly over a Public Holiday period, the
Public Holiday engineer and call-out rates stated within paragraph 8.5 of Schedule
10 will apply during that period.
5.0 Service Targets & Limits
5.1 Targets
5.1.1 Schedule 15 includes SLT’s within the following areas against this service:
© Call to Fix: Priority A — Local, Intermediate & Remote
¢ Call to Fix: Priority B — Local, Intermediate & Remote
e Average Downtime
¢ Engineer visits completed within 20 minutes
5.2 Limits
5.2.1 Visit volumetric limits are detailed within Schedule 15, Annex 5
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5.2.2
5.2.4
5.2.5
6.0
6.1
6.1.1
6.2
6.2.1
Should any item of hardware within the Horizon Service Infrastructure within
Branches or other designated sites reach a decrease in the Mean Time Between
Failure (MTBF) of 20% against the MTBF quoted for December 2002, (as
documented within the CCD entitled “Calculating Mean Time Between Failure”
(CS/PRO/149)), Fujitsu Services shall be relieved from any applicable SLT failures
to the extent that such failures are caused by the failure of that piece of hardware
and the engineer visit limits referenced in paragraph. 5.2.1 above have been
exceeded.
Should any item of hardware within the Horizon Service Infrastructure within
Branches or other designated sites reach a decrease in the Mean Time Between
Failure (MTBF) of 30% against the MTBF quoted for December 2002, Post Office
shall replace that piece of hardware or pay to Fujitsu Services the increased cost of
support incurred by Fujitsu Services.
Ongoing calculation of MTBF rates will be against a rolling twelve months
average.
As an exception, MTBF measurement for Pinpads, will begin in April 2004. The
applicable baseline shall be the average for the previous 12 months.
Service Dependencies & Post Office Responsibilities
Dependencies
In respect of each fault the ES will be initiated by a call made by the HSH
Customers and internally within Fujitsu Services, to the HSH.
Post Office responsibilities
The Support Engineer will have access to the Post Office branch, within the agreed
access times under paragraph 3.1.2 above.
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