Fujitsu Services
Service Description for Data Centre Operations Ref:
Service
Version:
Commercial-In-Confidence Date:
FUJ00001925
FUJ00001925
CS/SER/007
2.0
08/02/2005
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
Internal Distribution:
External Distribution:
Approval Authorities:
Service Description for Data Centre Operations Service
Customer Service Specification
S75
A description of the Data Centre Operations Service provided
under contract to Post Office Limited
APPROPVED
John Holman Dine - FS CS Network Services Manager
Carl Marx, Peter Thompson
Dave Baldwin, Carl Marx, John Holman-Dine
Liz Tuddenham, Post Office Limited
(See PA/PRO/010 for Approval roles)
Name Position Signature Date
Dave Baldwin FS CS Director
Liz Tuddenham Post Office Ltd Supplier and
Service Manager
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Fujitsu Services Service Description for Data Centre Operations Ref: CS/SER/007
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0.0 Document Control
0.1. Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
1.0 20/12/02 Produced for Contract Amendment
1 24.11.04 Updated to reflect S75 changes inc. Network
Banking
2.0 08/02/2005 Change of author — updates following review full
approval.
0.2 Review Details
Review Comments by :
Review Comments to :
Mandatory Review Authority Name
FS CS Director Dave Baldwin
FS CS Infrastructure and Availability Manager I Carl Marx
Post Office Ltd Supplier and Service Manager I Bernadette O'Donnell
Post Office Limited Liz Tuddenham
Optional Review / Issued for Information
FS CS Data Centre & Operation Manager Peter Thompson
( * ) = Reviewers that returned comments
0.3. Associated Documents
Reference Version I Date Title Source
PA/TEM/001 8.0 19/12/02 Fujitsu Services Document PVCS
Template
CS/SIP/002 Business Continuity I pycs
Framework
RS/FSP/001 Security Functional I pycs
Specification
RS/POL/002 Pathway Security Policy PVCS
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CS/PRD/112 Closure of NBX Link I pycs
Procedure
CS/SER/002 Horizon Systems Helpdesk: I pycs
Service Description
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
0.4 Abbreviations/Definitions
Abbreviation Definition
POA CS Fujitsu Services Post Office Account Customer Services
ccD Contract Controlled Document
NBX The term used to describe the NBE functionality absorbed into the
Horizon domain
POL Post Office Limited
WAN Wide Area Network
0.5 Changes in this Version
Version Changes
2.0 Change of author — updates following review
0.6 Changes Expected
Changes
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0.7 Table of Contents
1.0 SERVICE SUMMARY
2.0 SERVICE PRINCIPLES.
3.0 SERVICE DEFINITION
4.0 SERVICE INTERFACE TO OTHER DOMAINS.
5.0 SERVICE AVAILABILITY.
6.0 SERVICE TARGETS AND LIMIT:
7.0 SERVICE DEPENDENCIES AND POST OFFICE RESPONSIBILITIES.
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1.0 Service Summary
The Data Centre Operations Service is responsible for the provision of all Data Centre
Operations delivering the Operational Service irrespective of technology platform or
geographical location.
2.0 Service Principles
The following service principles will apply to the provision of the Data Centre Operations
Service.
(A) Operational staff will be appropriately trained to carry out the Data Centre Operations
Service.
(B) From time to time, Fujitsu Services shall be entitled to vary the number of operational
staff, subject to the number of available staff being sufficient to meet the operational
demand for this Data Centre Operations Service
3.0 Service Definition
The Data Centre Operations Services comprises the following key activities:
a) Monitor the operational timetable and, in conjunction with the Systems
Management Service and Third Line Support Service manage all exceptions in
accordance with operational procedures.
b) Ensure all appropriate support contracts are in place for the provision of this
Data Centre Operations Service.
c) Carry out database administration procedures in accordance with operational
procedures.
d) In line with the CCD entitled “Business Continuity Framework” (CS/SIP/002)
carry out business continuity tests in accordance with operational procedures.
e) Implement all operational changes in accordance with operational procedures.
f) Escalate where appropriate any issues that will affect the undertaking of
operational procedures.
g) Carry out operational duties in support of audit requirements including regular
archiving and management of off-site archive storage.
h) Comply with operational and personnel security procedures as defined in
RS/FSP/001 Security Functional Specification and RS/POL/002 Pathway
Security Policy.
i) Carry out operational procedures in support of the Capacity Management
Service.
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i) Carry out any operational procedures that support relevant Operational Level
Agreements
k) Manage the data communications network, including monitoring and support
of data communication equipment.
1) Operational management of Energis, including their responsibilities for the
maintenance of WAN links into Branches. For the avoidance of doubt incidents
received by the Horizon System Helpdesk Service (CS/SER/002) that relates to
the WAN links into Branches are managed by this service (Data Centre
Operations Service).
m) Management of network hardware encryption.
4.0 Service Interface To Other Domains
41
42
Fujitsu Services shall be entitled to close down, so they are not available for use, the
communication links between a single Data Centre and the NBX (but not between
both Data Centres and the NBX, save as provided in the remainder of this paragraph
4) for the purposes of maintenance, support, upgrade, repair or replacement of any
equipment used to provide or support those links. Fujitsu Services shall not carry out
scheduled maintenance during the NB Core Hours in respect of any components of
the Data Centres which provide on-line service.
Fujitsu Services shall be entitled (such entitlement being without prejudice to any
rights or remedies of Post Office in respect of a Default by Fujitsu Services) to close
down the link or restrict or prevent communications (in respect of all or certain types
of data) between Data Centres and the NBX if (and only if) Fujitsu Services
reasonably believes that:
(a) unless such action is taken there is a material risk that the security of the
Services or the Horizon Service Infrastructure will be materially compromised;
(b) data originating from the NBX would, if such action is not taken, cause the
Services or the Horizon Service Infrastructure to be materially impaired or
degraded;
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(c) data originating from the Horizon Service Infrastructure would, if such action
is not taken, cause the NBX or End to End Banking to be materially impaired
or degraded; or
(d) as a result of an actual or suspected serious failure within End to End Banking,
there is a material risk that Banking Transactions might be incorrectly
Authorised or otherwise carried out in error. [NBR588]
43 Within one working day of Fujitsu Services closing down the interface between the
Data Centres and the NBX in accordance with paragraph 4.2 above, Fujitsu Services
shall provide Post Office with a written report explaining:
(a) why that action was necessary; and
(b) if the interface remains closed at the time of provision of such report, what
further actions are required by Fujitsu Services, Post Office, Banks and Post
Office’s third-party suppliers to reinstate the interface and proposals to prevent
recurrence of the need to close the interface.
44 Post Office and Fujitsu Services shall agree:
(a) the detailed criteria and procedures (including those in respect of the
circumstances set out in paragraphs 4.2 and 4.3 above); and
(b) the procedures for closure of links described in paragraph 4.1 above,
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Fujitsu Services Service Description for Data Centre Operations Ref: CS/SER/007
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Version: 2.0
Commercial-In-Confidence Date: 08/02/2005
which shall be followed prior to and following the event of such closure including (in
respect of paragraph 4.2 only) the commercial consequences (if any) and the
consequences for the operation of the NBS. Such criteria and procedures shall be
agreed by the parties and shall be documented by the Fujitsu Services in the CCD
entitled “Closure of NBX Link Procedure” (CS/PRD/112) prior to commencement of
the NB Pilot (Soft Launch).
5.0 Service Availability
The Service is not directly available to Post Office Ltd. It is a service internal to Fujitsu
Services and will be available 24 hours per day, every day of the year
6.0 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 specified in Annex 2 of Schedule15, are directly
related to the successful provision of this service.
7.0 Service Dependencies and Post Office responsibilities
(a) Post Office shall propose a description of the operational procedures around
the NBE/Horizon Service Infrastructure boundary including (but not limited to)
exception reporting and escalation points to be agreed by the parties (such
agreement not to be unreasonably withheld) and documented by Post Office in
a Working Document entitled “NBX Operational Level Agreement”.
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