FUJ00001858
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Fujitsu Services Service Description for AP Client Ad-hoc Service Ref: CS/SER/020
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 25-Mar-2004
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
Internal Distribution:
External Distribution:
Service Description for AP Client Ad-hoc Service
Customer Service Specification
N/A
A description of the AP Client Ad-hoc Service provided under
contract to Post Office Limited
APPROVED
John Wright, Fujitsu Services Customer Service
Document reviewers
Library and reviewers
Post Office Library and reviewers
Approval Authorities:
Name
Position Signature Date
Rabia Cody
Network Support Operational
Business Change Reference
Data Service Manager, Post
Office Ltd
Peter Burden
CS Operations and Support
Services Manager, Fujitsu
Services Ltd
© 2004 Fujitsu Services
COMMERCIAL IN CONFIDENCE Page: 1 of 8
(CONTRACT CONTROLLED)
FUJ00001858
FUJ00001858
Fujitsu Services Service Description for AP Client Ad-hoc Service Ref: CS/SER/020
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 25-Mar-2004
0.0 Document Control
0.1 Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
0.1 22/12/03 Initial draft
0.2 24/02/04 Draft following internal and external review
1.0 25/03/04 Issued for approval
0.2 Review Details
Review Comments by :
Review Comments to :
Mandatory Review Authority
Name
Fujitsu Services Ltd
Mik Peach*, Pam Purewal*
Tan Daniel*, David Wilcox*, Andrew Gibson*,
Post Office Ltd Rabia Cody*, Dean Turner*, Suzanne
Robson*, Nick Samuel*
Optional Review / Issued for Information
Fujitsu Services Ltd Richard Brunskill, Peter Burden, Aileen
Escobar, Graham Chatten.
Davis, Steve Gardiner, Dave Cooke, Richard
Post Office Ltd Liz Tuddenham, Bernadette O’Donnell, Tom
Fitzgerald
( * ) = Reviewers that returned comments
0.3. Associated Documents
Reference Version I Date Title Source
PA/TEM/001 Fujitsu Services Document PVCS
Template
CS/SER/011 AP Client Take-On Service Fujitsu Services
CS/SER/012 AP Client Delivery Agreement I Fujitsu Services
Change Service
CS/SER/013 AP Client File Resend Service I Fujitsu Services
© 2004 Fujitsu Services
COMMERCIAL IN CONFIDENCE
(CONTRACT CONTROLLED)
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Fujitsu Services Service Description for AP Client Ad-hoc Service Ref: CS/SER/020
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 25-Mar-2004
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
0.4 Abbreviations/Definitions
Unless the context otherwise requires, the following terms have the following meanings:
Abbreviation Definition
APS Automated Payments Service (Schedule 18)
AP Client Automated Payments Client
AP Agent The term given to Clients who receive file transmission direct from Fujitsu
Services. Clients who are not Agents, receive their files indirectly, via a
Client acting as their Agent.
ccD Contract Controlled Document
Fujitsu Services Fujitsu Services (Post Office Account) Ltd
Live Client An AP Client becomes live when the physical connection is established and
configuration completed such that Client transactions can be passed across
the interface. The Client is then considered live until the Client connection
service is terminated and files cannot be transmitted. This is at a mutually
agreed time, typically at least one month subsequent to Client Token
termination, to allow the harvesting, from the branches, of any delayed
Client transactions.
Post Office Post Office Ltd
0.5 Changes in this Version
Version Changes
0.6 Changes Expected
Changes
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Fujitsu Services Service Description for AP Client Ad-hoc Service Ref: CS/SER/020
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 25-Mar-2004
0.7
1.0
2.0
3.0
3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8
4.0
5.0
6.0
Table of Contents
SERVICE SUMMARY.
SERVICE PRINCIPLES.
SERVICE DEFINITION
SERVICE COMPONENTS......
REQUEST FOR AD-HOC SERVICE
FIXED PRICE QUOTATION
QUOTATION APPROVAL.
SERVICE DELIVERY. wee
CONFIRMATION OF SERVICE COMPLETION.
INVOICING FOR SERVICE.
SERVICE CHARGE.......
SERVICE AVAILABILITY.
mn
a
SINADAAD
SERVICE LEVELS AND SERVICE TARGETS.
SERVICE DEPENDENCIES AND POST OFFICE RESPONSIBILITIES.
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Fujitsu Services Service Description for AP Client Ad-hoc Service Ref: CS/SER/020
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 25-Mar-2004
1.0 Service Summary
The AP Client Ad-hoc Service allows Post Office to request Fujitsu Services to
provide a one-time service in support of an AP Client. (In this document the term AP
Client refers to Clients who are AP Agents. (ref. Section 0.4))
The benefit of this service is that both Post Office and Fujitsu Services can respond
quickly to Client requests, since the service incurs minimal administration and is based
upon fixed-price quotations.
The service is limited to requests for which the quotation will not exceed £10,000.
Requests exceeding this value must be raised via the Change Control Procedure.
The list of Client support services includes, but is not limited to, the following:
A. Remote gateway relocation (either within same site or to new site)
B. Remote gateway power-down outside normal hours (in support of Client on-site
activity)
C. Assistance with the investigation of a service issue in the Client domain
This service excludes requests that are within the scope of the AP Client CTO Service,
the AP Client Delivery Agreement Change Service and the AP Client File Resend
Service (ref Section 0.3).
Fujitsu Services reserves the right to advise Post Office when the request is considered
inappropriate for this service, and should be raised via the Change Control Procedure.
2.0 Service Principles
The following service principles will apply to the provision of the AP Client Ad-hoc
Service.
A. Fujitsu Services staff will be appropriately trained to carry out the services
expected of them.
3.0 Service Definition
3.1 Service Components
The service comprises the following components, where A, C and E are the
responsibility of Post Office, B, D and F are the responsibility of Fujitsu Services:
A. Request for Ad-hoc service
B. Fixed price quotation
C. Quotation approval
D.
. Service delivery
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Fujitsu Services Service Description for AP Client Ad-hoc Service Ref: CS/SER/020
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 25-Mar-2004
E. Confirmation of service completion
F. Invoicing for service
Each of these components is described in the following sections. Further detail will be
provided in operational documentation agreed at a working level between Fujitsu
Services and Post Office.
3.2 Request for Ad-hoc Service
Post Office shall make the request by electronic mail (Email) from a Post Office
mailbox to a Fujitsu Service mailbox and shall also contact Fujitsu Services by
telephone to alert that a request has been made. The Email shall state:
A. Client name (and Post Office reference number as appropriate)
B. Service requested (brief statement)
C. Details of the request (as appropriate)
D. Target completion date and time (where appropriate)
3.3 Fixed price quotation
Fujitsu Services will respond with a quotation by electronic mail and shall also contact
Post Office by telephone. The Email shall include a copy of the original request and
state:
A. Details of the work proposed by Fujitsu Services
B. Assumptions and dependencies (as appropriate)
C. Forecast completion date and time (where appropriate)
D. Fixed-price charge
3.4 Quotation approval
Post Office shall review the quotation to ensure that it is acceptable to the Client,
liaising with the Client and Fujitsu Services as necessary.
Post Office may require Fujitsu Services to amend the quotation either with regards
the proposed work, time of the work or fixed-price.
When an acceptable quote has been received, Post Office shall respond with approval
by electronic mail and shall also contact Fujitsu Services by telephone. The Email shall
include a copy of the original request and the quotation and state:
A. Quotation approval
B. Post Office Purchase Order Number
C. Client contact details (as appropriate)
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Fujitsu Services Service Description for AP Client Ad-hoc Service Ref: CS/SER/020
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 25-Mar-2004
3.6
3.7
Service delivery
Fujitsu Services will liaise with the nominated Client contact and deliver the requested
service.
Should Fujitsu Services experience any difficulty in delivering the service, or
experience any change in service requirements by the Client, Post Office would be
contacted to resolve the issues with the Client.
Where this results in a request to change the service in any way, Fujitsu Services
reserve the right to re-quote for the charge and timescale. This re-quotation would
include the charge and timescale for work already carried out under the initial service
quotation, notwithstanding whether such work will still be required by the Client.
Should the Client wish to terminate a service prior to completion, Fujitsu Services
would be entitled to payment for the work already carried out.
Fujitsu Services will advise Post Office when the service delivery is deemed to be
completed.
Confirmation of service completion
Following advice from Fujitsu Services that the service has been delivered, Post Office
shall liaise with the Client, to seek their confirmation, which should not be
unreasonably delayed or withheld.
When Post Office and the Client are agreed, Post Office shall respond to Fujitsu
Services with confirmation by electronic mail and shall also contact Fujitsu Services by
telephone. The Email shall include a copy of the original request, the quotation, the
quotation approval and state:
A. Confirmation of service completion, and thus agreement to Fujitsu Services raising
the invoice.
Invoicing for service
Fujitsu Services will raise the invoice after receiving confirmation of service
completion from Post Office, such confirmation not to be unreasonably delayed or
withheld.
The invoice will quote:
A. Post Office Purchase Order Number (and Reference Number as appropriate)
B. Fujitsu Services Ad-hoc Service Description CCD reference (CS/SER/020)
C. Brief service description and delivery date
D. Fixed-price charge
For the purposes of this service only, the invoice will not require to be supported by
timesheets or any other additional documentation.
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Fujitsu Services Service Description for AP Client Ad-hoc Service Ref: CS/SER/020
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 25-Mar-2004
3.8 Service Charge
The service charge is dependent upon the specific one-time service requested by Post
Office on behalf of an AP Client.
Fujitsu Services will provide, for each request, a fixed-price quotation that will be
subject to review, negotiation and agreement by Post Office prior to delivery of the
service.
4.0 Service Availability
The Service will be available for receipt and processing of service requests between the
hours of 09:00 to 17:30 Monday to Friday excluding all English bank and public
holidays.
5.0 Service Levels and Service Targets
There are no Service Levels for this service.
However, Fujitsu Services will use reasonable endeavours to:
A. Initiate actioning the request within the working day on which it is received,
B. Provide a quotation within two working days of receipt of the request
C. Complete delivery of the service by the day and time requested by Post Office.
6.0 Service Dependencies and Post Office Responsibilities
A. The AP Client must be live at the time of the request.
B. This service will be operated on a per Client basis, hence each request shall be for
only one AP Client.
C. The maximum frequency of requests is expected to be one per week. More
requests may be accommodated, subject to Fujitsu Services workload at the time.
D. Post Office shall be responsible for the following service components:
a. Request for service
b. Quotation approval
c. Confirmation of service completion
E. Post Office shall be responsible for management of, and liaison with, the Client, in
particular to ensure:
a. The requirement is clear;
b. Fujitsu Services have appropriate access to Client personnel and premises;
The service can be properly delivered without additional tasks.
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