roo) Engineering Service: Service Description
FUJITSU simecrs »
FUJITSU SERVICES
Commercial in Confidence
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Fuy00002021
Ref: ©SVM/SDM/SD/0002
Version: 1.0
Date: 31/08/06
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Engineering Service: Service Description
Service Description — Contract Controlled Document
HNG-X, HNG-X Application Roll Out Transitional Period and
Pre-HNG-X Application Roll Out
Service description of the Engineering Service provided under
contract to Post Office Limited
APPROVED
Richard Brunskill: Fujitsu Services
(See PA/PRO/O10 for Approval roles)
(For Originator to distribute following approval)
(For Document Management to distribute following approval)
Name Role Signature Date
Dave Hulbert Post Office: Head of Systems
Operations
Richard Brunskill Fujitsu Services: Senior Service
Delivery Manager
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Ref: ©SVM/SDM/SD/0002
Version: 1.0
Date: 31/08/06
0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
Reference
1.0 31/08/06 Agreed
0.2 Review Details
Review Comments by [Date]
Review Comments to : Originator & Document Management
Mandatory Review
Post Office: Operations Support Bernadette O'Donnell
Post Office: Commercial Mike Hannon
Fujitsu Services: Commercial Pam Purewal
Fujitsu Services: SI James Stinchcombe
Fujitsu Services: CS lan Venables
Optional Review
Issued for Information — Please restrict this
distribution list to a minimum
Post Office: Head of Systems Operations Dave Hulbert
Fujitsu Services: Head of Service Delivery Carl Marx
( * ) = Reviewers that returned comments
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0.3 Associated Documents
Reference Version I Date I Title Source
SVM/SDM/PRO/0004 Definitions of Engineering Service PVCS
Priority and Local / Remote Locations
CON/MGM/005 Post Office Ltd and Fujitsu Services PVCS
Business Continuity Interface
Agreement
SVM/SDM/PRO/0002 Process for Laptop Data Retrieval PVCS
SVM/SDM/SD/0010 Service Integration Service: Service PVCS
Description
SVM/SDM/PRO/0006 Service Level Target & Liquidated PVCS
Damages Exclusions
SVM/SDM/PRO/0013 Calculating Mean Time Between Failure I pycs
and Availability
SVM/SDM/SD/0014 Operational Business Change (Branch PVCS
Change) Service: Service Description
SVM/SDM/SD/0003 Data Centre Operations Service: Service I pvCS
Description
SVM/SDM/SD/0001 Service Desk Service: Service PVCS
Description
IM/MAN/022 PIN Pad Technical Installation Training I pycs
Guide
SVM/SDM/PRO/0001 Major Incident Process PVCS
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
N.B. Printed versions of this document are not under change control.
0.4 Abbreviations/Definitions
Abbreviation
Definition
Call-Out Charge
Charge over and above the operational charge required for engineer call out,
out of hours
CMOS Complimentary Metal Oxide Semi Conductor
LCD Liquid Crystal Display
MBCI Major Business Continuity Incident
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PAT Portable Appliance Testing
PMMC Postmasters Memory Card
Technical Courier
Engineer employed directly by Fujitsu Services or its supplier(s) with
responsibility for the swap out of Branch equipment
0.5 Changes in this Version
Version
Changes
0.6 Changes Expected
Changes
Expected changes should the HNG-X design or solution require amendment to the service provided by
Fujitsu Services.
Post contract signature following agreement to any Draft Notes (DN) included within the document.
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0.7 Table of Contents
1.0 SERVICE SUMMARY...
2.0 HNG-X.
SERVICE DEFINITION..
1.1 On-site replacement / repair of faulty equipmen
1.2 Repair and recycling of faulty equipment...
13. Hardware asset tracking.
14
5
Local Area Network (LAN) support.
Portable Appliance Testing.
Service Management
. Capacity Management..
2.2 SERVICE AVAILABILITY.
2.2.1 Standard Service...
2.2.2. Out of hours Service
2.3 SERVICE LEVELS AND REMEDIES
General Principles.
Service Level Relie!
Rectification Plan..
Service Levels for which Liquidated Damages Appl:
Service Levels for which Liquidated Damages Do Not Apply.
Operational Level qareet
Performance Metrics...
Design Targets.
2.4 SERVICE LIMITS AND VOLUMETRI
2.4.1 Prioritisation of Incidents.
2.5 ASSETS AND LICENCES
2.5.1 Assets...
2.5.2 Licences.
2.6 CHARG
2.6.1 Operational Fixed Charge.......
2.6.2. Operational Variable Charge.
2. Additional Operational Variable Charge.
2.6.4 Equipment Replacement...
2.7 DEPENDENCIES AND INTERFACES WITH OTHER OPERATIONAL SERVICES.
2.7.1 Any changes agreed between Post Office and Fujitsu Services to the scope or availability of the
Engineering Service and/or any of the other Operational Services will be agreed in accordance with the
Change Control Procedure. This section describes the interfaces with other Operational Services as at the
Amendment Date as follows:....... .
2.8 Post OFFICE DEPENDENCIES AND. RESPONSIBILITIES
2.9 BUSINESS CONTINUITY
2.10 DOCUMENTATION SET SUPPORTING THE
3.0. FROM 1 SEPTEMBER 2006 TO TRIGGER POINT T6 (HNG-X
APPLICATION ROLL OUT COMPLETE)...
3.1 SERVICE DEFINITION
3.1.1 On-site replacement / repair of faulty equipment
3.1.2 Transaction Recovery... sessssssee
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3.2. SERVICE AVAILABILITY...
3.3. SERVICE LEVELS AND REM!
3.4 SERVICE LIMITS AND VOLUMETRIC
3.5. ASSETS AND LICENCES
3.6 CHARGES.........
3.6.1 Additional Operational Vari
3.7 DEPENDENCIES AND INTERFACES WITH OTHER OPERATIONAL SERVIC!
3.8 POST OFFICE DEPENDENCIES AND RESPONSIBILITIES
3.9 BUSINESS CONTINUITY..........
3.10 DOCUMENTATION SET SUPPORTING THE
4.0 I FROM TRIGGER POINT T1 (AMENDMENT DATE) TO 31 AUGUST 2006. 23
41 SERVICE DEFINITION
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1.0 Service Summary
4.4.
1.2.
1.3.
1.4.
1.5.
1.6.
The Engineering Service comprises an on-site replacement or repair service, together
with associated backup, support and administrative functions, for Counter Equipment
at Branches and other designated Post Office locations, including Counter Training
Offices (CTOs), Head Office Counter Positions. Where possible the Service Desk
Service will provide resolution of Hardware faults, however any Hardware faults
which cannot be resolved will be passed to the Engineering Service to initiate
deployment of a Fujitsu Services Support Engineer.
On-site replacement or repair for the PostShop Branch Infrastructure is defined
within the Contract Controlled Document (CCD) entitled: “Service Integration
Service, Service Description” (SVM/SDM/SD/0010).
The Engineering Service shall comprise the following elements:
(a) on-site replacement of faulty Counter Equipment;
(b) _ repair and recycling of faulty Counter Equipment;
(c) limited Hardware asset tracking — base units only;
(d) Local Area Network (LAN) support;
(ec) Portable Appliance Testing (PAT); and
(f) Service Management.
Fujitsu Services Support Engineers will be appropriately trained and the Engineering
Service shall include the use of Technical Couriers where Fujitsu Services considers it
is appropriate for such Technical Couriers to carry out the Engineering Service.
Maintenance and repair of the Counter Equipment involving on-site attendance at
Post Office premises by Fujitsu Services Support Engineers shall not interfere unduly
with the ability of a Branch to serve Customers, even where the Branch has only a
single Counter Position and/or extremely limited physical space.
Fujitsu Services shall carry out visits for maintenance or repair in accordance with the
SLTs described within section 2.3.5 of this Engineering Service, Service Description.
However, the Branch Manager may clect 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 the
Branch Manager may specify the start time from which Fujitsu Services may carry
out the maintenance or repair. In such circumstances, the request for service shall be
diagnosed fully but not carried out until the Branch Manager's preferred appointment
time. In this case the time in suspension shall not count towards downtime as defined
within section 2.3.5 of this Engineering Service, Service Description.
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2.0 HNG-X
2.1. Service Definition
2.1.1 On-site replacement / repair of faulty equipment
2.1.1.1. Upon determining that a fault has occurred, the Branch will contact the Service Desk
providing as much detail of the fault as possible when prompted by the Service Desk
in accordance with the CCD entitled “Service Desk Service: Service Description”.
(SVM/SDM/SD/0001).
2.1.1.2. The Service Desk will obtain detail of the access times to the Branch from the User,
which are not necessarily linked to Branch opening times, and a visit by a Fujitsu
Services Support Engineer will be scheduled in accordance with:
(a) whether the location of the Branch is classed as Local or Remote. Definitions
of Local / Remote locations are set out in the CCD entitled: “Definitions of
Engineering Service Priority and Local / Remote — Locations”
(SVM/SDM/PRO/0004);
(b) the severity of the Incident (Priority A, Priority B or Priority C), as set out in
section 2.3.4.1.4 (Table 1) of this Engineering Service, Service Description;
and
(c) Branches designated as Remote will attract Incident Priority C for all Incidents.
2.1.1.3. Prior to their first visit to any Branch, Fujitsu Services Support Engineers will
undergo successful security validation by Post Office.
2.1.1.4. Fujitsu Services Support Engineers visiting Branches to repair faults will provide
proof of identity to the Branch Manager or representative.
2.1.1.5. The Fujitsu Services Support Engineer will carry service exchange Hardware
components and will be trained in the fitting of such components.
2.1.1.6. The Fujitsu Services Support Engineer will assess and seek to diagnose the Counter
Equipment fault and, where possible, will rectify the fault through simple adjustment,
reconnection, cleaning or advice to Branch personnel.
2.1.1.7. Where there is a Hardware fault involving a faulty component, the Fujitsu Services
Support Engineer will exchange that faulty component with a replacement.
2.1.1.8. The Fujitsu Services Support Engineer will ensure that the Counter Equipment is
working correctly prior to leaving the Branch.
2.1.1.9. Fujitsu Services will provide secure systems access to the Fujitsu Services Support
Engineers to enable the resolution of Hardware faults.
2.1.1.10. Fujitsu Services Support Engineers will at all times carry out work in compliance
with current health and safety legislation and adhere to Health and Safety Regulations
referred to in Schedule A4 of the Agreement.
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2.1.1.11. In any circumstances where a Paypole and an associated PIN Pad both need to be
2.1.2
2.1.2.1.
2.1.2.2.
2.1.2.3.
2.1.2.4.
2.1.2.5.
2.1.2.6.
2.1.3
2.1.3.1.
2.1.3.2.
2.1.3.3.
2.1.3.4.
repaired, Post Office shall first repair the Paypole and then report the fact that the
PIN Pad requires repair to Fujitsu Services by telephone to the Service Desk.
Following receipt of such a call from Post Office, Fujitsu Services shall ensure that
there is a properly functioning PIN Pad at the PIN Pad Site.
Repair and recycling of faulty equipment
Where faulty Counter Equipment is replaced as part of the Engineering Service,
Fujitsu Services will, where economically viable, ensure that it is repaired and
rendered fit for re-use in the Branch Infrastructure.
Fujitsu Services reserves the right to inform Post Office that a particular item of
Counter Equipment is determined to be beyond economic repair and, in such
circumstances, Fujitsu Services shall not repair that particular item of Counter
Equipment within the spares loop or return it for re-use in the Branch Infrastructure.
Each item of Counter Equipment returned for repair will be examined, and the fault
determined. The fault will be repaired and the Counter Equipment will be cleaned
and tested, including a check for electrical safety.
Where base units have been replaced, Fujitsu Services will clean those base units of
all data and apply a new software build which consists of a single basic image which
is updated automatically when the unit is reinstalled.
Fujitsu Services may, at its discretion, use a third party to complete the repair works,
which may include, but is not limited to, the Counter Equipment manufacturer.
Fujitsu Services may cannibalise returned units to extend the life of the spares
provision.
Hardware asset tracking
Fujitsu Services will ensure that all base units residing in Branches, Head Office
Counter Positions and Counter Training Officers 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).
Fujitsu Services will record all serialised base unit assets and the exchange of serial
numbers as a result of service visits.
Fujitsu Services will record the serial number of any piece of Counter Equipment at
the point of repair to enable monitoring of the returns for multiple failures on a single
piece of Counter Equipment so as to identify rogue units to be removed from the
spares loop.
Notwithstanding sections 2.1.3.2 and 2.1.3.3. of this Engineering Service,
Service Description, Fujitsu Services will exercise control over all Counter
Equipment including component parts held by them on behalf of Post Office, at a
level appropriate for the ongoing provision of the service.
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2.1.4 Local Area Network (LAN) support
2.1.4.1. Fujitsu Services will maintain the Counter Equipment within the Branch including,
LAN hubs, cabling and PC cross over leads.
2.1.4.2. Fujitsu Services may choose to sub-contract the maintenance of the LAN cabling to a
2.1.5
third party as appropriate.
Portable Appliance Testing
2.1.5.1. The Engineering Service provides for PAT to all relevant elements of the Branch
Infrastructure installed in Post Office Premises, (excluding the PostShop
Infrastructure), to enable Post Office to meet its legal obligations in accordance with
the Electricity at Work Regulations 1989 and Electricity at Work Regulations (NI)
1991 (S.R. 1991 No. 13) and BS 7671:1992, Requirements for Electrical Installation.
In doing so, Post Office will:
(a) agree a schedule for the such testing;
(b) facilitate and promote the importance of such testing and the ongoing
responsibilities of Post Office staff; and
(c) facilitate access to equipment and other areas as required in order for Fujitsu
Services to carry out such PAT.
2.1.5.2. For the avoidance of doubt, PAT activity is not covered by any SLT described within
section 2.3.5 of this Engineering Service, Service Description.
2.1.5.3. Fujitsu Services will undertake two (2) PATs over the life of the Agreement. These
are envisaged to be during 2008 / 2009 and 2012 / 2013 which will be specific PAT
visits and not part of a standard engineering visit.
2.1.5.4. Fujitsu Services may undertake the use of appropriately trained Technical Couriers to
2.1.6
complete one or both PATs.
Service Management
2.1.6.1 Pro-Active Incident Reduction
To ensure the number of Hardware failures is kept to a minimum, thereby mitigating risk to
both Post Office and Fujitsu Services in respect of the Mean Time Between Failure (MTBF)
obligations described below and in Schedule B3.4 of the Agreement as part of the standard
service management process, Fujitsu Services will pro-actively manage the spares and repair
process to ensure, without limitation:
(a) fail on fit incidents are kept to a minimum;
(b) Counter Equipment is removed from the spares loop following three (3) failures and
either destroyed or refurbished;
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(c) refurbishment of Counter Equipment / component parts within the spares loop is
completed where considered necessary to ensure continued operation; and
(d) MTBF degradation is mitigated.
2.1.6.2
Continuity of Spares Supplies
Fujitsu Services will ensure that adequate spares provision exists for all Branch Infrastructure
Hardware components and will source new Hardware components of an equivalent
specification, if required, to ensure continuity of spares.
2.1.6.3
Continuous Service Improvement
Fujitsu Services will work closely with Post Office to identify and implement, where agreed,
service or cost improvement initiatives within the Engineering Service.
2.1.6.4
Service Reporting
Notwithstanding Fujitsu Services’ obligations for service level reporting described within
section 2.3.1 of this Engineering Service, Service Description, Fujitsu Services will report to
Post Office as required on the status of the Engineering Service and agree any actions as is felt
necessary to ensure continuity of the Engineering Service.
2.1.7
Capacity Management
The Engineering Service will be responsible for reviewing with the Capacity Management
Service, the forecasted traffic volumes to assess the future capacity requirements of the
Engineering Service.
2.2. Service Availability
2.2.1 Standard Service
2.2.1.1. The Engineering Service will be available between the hours of 08:00hrs to 18:30hrs
Monday to Friday (inclusive) excluding all Bank Holidays, as applicable on a regional
basis within the United Kingdom.
2.2.1.2 Subject to the provisions within section 2.2.2, in exceptional circumstances, where
the Parties agree, such agreement not to be unreasonably withheld, Fujitsu Services
may choose to provide the Engineering Service at no extra cost to Post Office
outside of the hours described in section 2.2.1.1 above.
2.2.2 Out of hours Service availability
2.2.2.1. Under exceptional circumstances, Post Office may request the provision of the
Engineering Service outside the hours stated in section 2.2.1.1 of this Engineering
Service, Service Description, to provide on site engineering support for exhibitions,
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2.2.2.2.
2.2.2.3.
displays or conferences (a “Show Event”), subject to additional cost as defined in
section 2.6.3.2 of this Engineering Service, Service Description.
Fujitsu Services will use reasonable endeavours to provide such cover by making
available a Fujitsu Services Support Engineer at the designated location on a Call-Out
Charge basis with appropriate Hardware spares. Appropriate contact details and
escalation routes will be provided on a case-by-case basis.
Where Engineering Service cover is required for a Show Event where admission to
that Show Event is by security pass, Post Office must request additional Engineering
Service cover with sufficient notice to obtain two (2) passes. Where there is a charge
for the passes, Post Office must pay for two (2) passes for the duration of the Show
Event.
2.3 Service Levels and Remedies
2.3.1
General Principles
The Engineering Service has prime responsibility for Service Level Targets (SLT) with and
without associated liquidated damages as set out in section 2.3.5 of this Engineering Service,
Service Description.
2.3.1.1
Service Level Reporting Measurement Periods
2.3.1.1.1 SLTs detailed in section 2.3.5 of this Engineering Service, Service Description, which
do not specify a measurement period shall be;
(a) reported monthly via the SRB, and
(b) measured over a Service Level Measurement Period equating to a Post Office
financial quarter i.e.
o January to March;
o April to June;
o July to September; or
© October to December.
2.3.1.1.2 The purpose of remedies (whether liquidated damages or any other remedy specified
within Schedule Cl of the Agreement) is that Post Office shall not be disadvantaged
by failures of Fujitsu Services to provide the Engineering Service to the agreed
specification and reliability.
2.3.1.1.3 PostShop Engineering Service Levels are defined within the CCD entitled: “Service
Integration Service, Service Description” (SVM/SDM/SD/0010).
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2.3.2 Service Level Relief
Where a Hardware Incident has been logged in accordance with section 2.1.1.1 of this
Engineering Service, Service Description and Fujitsu Services is unable to resolve the Incident
due to any of the reasons set out in the CCD entitled: “Service Level Target and Liquidated
Damages — Exclusions” (SVM/SDM/PRO/0006) measurement against the SLTs described
within section 2.3.5.1.3 of this Engineering Service, Service Description will not occur.
2.3.3. Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
2.3.4 Service Levels for which Liquidated Damages Apply
There are no Engineering Service SLTs for which liquidated damages apply.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
2.3.5.1 Engineering Service: Time to Repair
2.3.5.1.1 Counter Equipment and LAN related Incidents which prevent an individual Branch
from using HNG-X Services shall be resolved in accordance with the following SLTs.
2.3.5.1.2 The location of each Branch is classified as either Local or Remote. All Branch
changes may be subject to operational business change as defined in the CCD
entitled: “Operational Business Change (Branch Change) Service: Service
Description” (SVM/SDM/SD/0014). A new Branch location will assume the same
SLT as the one it replaces unless it is re-designated within its Local or Remote status,
in which case the SLT to be applied will be agreed with the Post Office Operations
Support Manager. Definitions of Local and Remote locations are defined in the CCD
entitled: “Definitions of Engineering Service Priority and Local / Remote
Locations” (SVM/SDM/PRO/0002).
2.3.5.1.3 The allocation of fault priority to Hardware component failure following receipt of
Counter Equipment and LAN related calls to the Service Desk (categorised as
Priority A, Priority B or Priority C, as appropriate) is identified within Table 1 below.
2.3.5.1.4 The SLTs for the Engineering Service following receipt of Counter Equipment and
LAN related calls to the Service Desk (categorised as Priority A, Priority B or
Priority C, as appropriate) are identified in Table 2 below.
Table 1
Counter Equipment I Single Counter Branch I Two Counter Branch I Multi Counter Branch
Component
PC Base Unit / Mobile A A (if both Counter I A (ifless than 50% of
Positions non I Counter Positions
operational) operational)
C (if one Counter I C (if more than 50% of
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Position operational) Counter Positions
operational)
Counter Printer B B (if both printers non I B (if less than 50% of
operational) printers operational)
Cc (if one _ printer I C (if more than 50% of
operational) printers operational)
Monitor A (if PC non operational) I A (if both monitors non I A (if less than 50% of
C (Otherwise) operational) monitors operational)
Cc (if one monitor I C (if more than 50% of
operational) monitors operational)
PIN Pad A A (if both PIN Pads non I A (if less than 50% of
operational) PIN Pads operational)
C (if one PIN Pad I C (if more than 50% of
operational) PIN Pads operational
Keyboard A (if PC is nonIA (if PC is non}A (if PC is non
operational or both I operational or —_ both I operational or —_both
PMMC cards are lost) PMMC cards are lost) PMMC cards are lost)
C (Otherwise) C (Otherwise) C (Otherwise)
Bar Code Reader Cc Cc Cc
Back Office Printer Cc c Cc
PMMC (Live & Spare)
A (if PC is non
operational or both
PMMC cards are lost)
A (if PC is nonIA (if PC is non
operational or both I operational or both
PMMC cards are lost) PMMC cards are lost)
C (Otherwise) C (Otherwise) C (Otherwise)
Router A A A
Hub Not applicable A A
Table 2
Branch Location
SLT (Hours of Downtime)
Priority A 95% 100% resolved
resolved in I in less than 6
less than 4 I hours
hours
Priority B 95% 100% resolved
resolved in I in 10 hours or
less than 8 I less
hours
Priority C 95% 100% resolved
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(ncludes all Remote
designated Branches)
resolved by
18.30 next
Working
Day
by 18.30 next
Working Day
plus 2 hours
2.3.6 Operational Level Targets
There are no OLTs associated with the Engineering Service.
2.3.7 Performance Metrics
There are no performance metrics associated with the Engineering Service.
2.3.8 Design Targets
There are no design targets associated with the Engineering Service.
2.4 Service Limits and Volumetrics
2.4.1 Prioritisation of Incidents
2.4.1.1 Should Post Office wish to amend any of the Incident priorities set out within section
2.3.5.1.4 (Table 1), such percentage change shall be made in accordance with the
principles of paragraph 5.1 of Schedule D1 of the Agreement and calculation of the
percentage change will be in accordance with the CCD entitled "Calculating Mean
Time Between Failure and Availability" (SVM/SDM/PRO/0013) and shall be agreed
in accordance with the Change Control Procedure.
2.5 Assets and Licences
2.5.1 Assets
Assets relevant to the Engineering Service are set out within the Asset Register.
2.5.2 Licences
There are no licences associated with the Engineering Service.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
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gineering Service: Service Description
FUJITSU Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
2.6.2 Operational Variable Charge
The Engineering Service Operational Variable Charge is calculated against the number of
Counter Positions within the Post Office estate, including Training Counters, NBSC and Head
Office Counter Positions at a price per Counter Position as defined in Schedule D1 of the
Agreement.
2.6.3
2.6.3.1
2.6.3.2
2.6.4
2.6.4.1
2.6.4.2
2.6.4.3
Additional Operational Variable Charge
Should any item of Counter Equipment within the Branches or other designated sites
reach a degradation in the MTBF of 50% against the actual component MTBF
agreed between Post Office and Fujitsu Services for the April 2009 baseline, Post
Office shall replace that piece of Hardware or pay to Fujitsu Services the increased
cost of support incurred by Fujitsu Services in respect of the Fujitsu Services Support
Engineer charges and the cost of the spare / repair for that particular Counter
Equipment component as defined in Schedule D1 of the Agreement.
Where the out of hours service is provided, as described in section 2.2.2 of this
Engineering Service, Service Description, other than as set out in the CCD entitled
"Operational Business Change (Branch Change) Service, Service Description"
(SVM/SDM/SD/0014), Post Office will pay an additional charge based on providing
Engineering Service during this period. The charge will be calculated as follows:
(a) a service provision charge will be chargeable for each calendar day where cover
is required for a period not exceeding eight (8) hours within that calendar day.
Where the period of cover exceeds eight (8) 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 Charge detailed Schedule
D1 of the Agreement; and
(b) additionally, where an engineer is required to attend site out of hours, an hourly
charge will be levied for the engineer time incurred travelling and attending the
site. When the cover is provided wholly or partly over a Bank Holiday period,
the Bank Holiday engineer and Call-Out Charges stated in Schedule D1 of the
Agreement will apply during that period.
Equipment Replacement
Costs for replacement of the CMOS battery in the base units are included within the
standard service costs as this replacement will take place during normal engineering
visits and not part of a scheduled roll out.
Costs include replacement of the Optima LCD screens deemed to be beyond
economic repair after March 2008, which will be replaced by an equivalent screen on
failure.
Costs include the installation of a router to each Branch during scheduled engineering
visits commencing mid 2007.
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2.7. Dependencies and Interfaces with Other Operational
Services
2.7.1. Any changes agreed between Post Office and Fujitsu Services to the scope or
availability of the Engineering Service and/or any of the other Operational Services
will be agreed in accordance with the Change Control Procedure. This section
describes the interfaces with other Operational Services as at the Amendment Date as
follows:
2.7.1.1 The Service Desk Service
The Service Desk Service passes Incidents to the Engineering Service. If the scope of the
Engineering Service changes, the Service Desk Service will be required to pass Incidents to an
alternative Service Provider.
2.7.1.2 OBC (Branch Change) Service
The Engineering Service supports the OBC (Branch Change) Service. If the scope of the
Engineering Service changes, the alternative Service Provider will support the OBC (Branch
Change) Service.
2.7.1.3 Branch Network Service
The Engineering Service supports the Branch Network Service. If the scope of the
Engineering Service changes, the alternative Service Provider will support the Branch
Network Service.
2.7.1.4 Security Management Service
The Engineering Service will support the Security Management Service in ensuring the
appropriate levels of security are met in respect of access to Post Office Premises. If the
scope of the Engineering Service changed, an alternative Service Provider would have to take
over this role.
2.7.1.5 Management Information Service
The Management Information Service may request data to support MIS Reports delivered
internally within Fujitsu Services or to Post Office. If the scope of the Engineering Service
changed, the Service Management Service may have to take over this role.
2.7.1.6 Service Management Service
If the scope of the Engineering Service changed, the Service Management Service may have to
take over the role of managing the alternative Service Provider.
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FUJITSU smeenns P
FUJITSU SERVICES
Versio
1.0
Commercial in Confidence Dat 31/08/06
2.8
2.8.1
2.8.6
2.9
2.9.1
Post Office Dependencies and Responsibilities
In addition to the generic Post Office responsibilities set out in Schedule A5 of the
Agreement, the Engineering Service will only be initiated by a fault reported to the
Service Desk by cither Post Office, the Branch or internal Fujitsu Services delivery
departments.
Post Office will provide the Fujitsu Services Support Engineer access to the Branch
within the agreed access times as agreed between the Service Desk and the caller.
Post Office undertakes to release a minimum of 200 Counter Positions per annum
from 2009 to supplement the Fujitsu Services spares provision, unless otherwise
agreed in accordance with the Change Control Procedure.
Post Office undertakes where reasonably required by Fujitsu Services, to complete
security checking of Fujitsu Services Support Engineers.
Post Office will ensure that a site representative, having made reasonable enquiries,
informs Fujitsu Services Support Engineers of any risks present in the workplace.
Post Office shall comply with its obligations pursuant to section 2.1.5.1 of this
Engineering Service, Service Description.
Post Office may disconnect and reconnect PIN Pads, where necessary, when
repairing Paypoles. In such circumstances, disconnection and reconnection of PIN
Pads shall be in accordance with operational procedures specified by Fujitsu Services
documented in the CCD entitled; “PIN Pad Technical Installation Training Guide”
(IM/MAN/022)
Where Post Office requests out of hours Engineering Service cover for a Show Event
in accordance with section 2.2.2 of this Engineering Service, Service Description,
Post Office will provide and pay for two (2) passes for Fujitsu Service Engineering
Service cover to obtain access to the Show Event in accordance with section 2.2.2.3
of this Engineering Service, Service Description.
Business Continuity
Fujitsu Services is responsible for maintaining business continuity arrangements for
the Engineering Service and sharing this information with Post Office as requested.
Such arrangements include emergency resource management mechanisms in the event
of any localised Incident or disaster, alternative mechanisms for support engineer
communications, the storage and provision of spares and call management.
Fujitsu Services and Post Office Business Continuity Managers, will agree a plan of
action in accordance with the Major Business Continuity Incident (MBCT)
Management Process as defined in the Working Document entitled: “Major Incident
Process” (SVM/SDM/PRO/0001).
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2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Engineering Service, Service Description
supports the delivery of the Engineering Service. Should any elements of the Engineering
Service be changed following agreement with Post Office, Fujitsu Services will ensure these
documents are also reviewed and amended where necessary in line with changes agreed
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3.0 From 1 September 2006 to Trigger Point Té (HNG-X
3.1
3.1.1
Application Roll Out Complete)
Service Definition
On-site replacement / repair of faulty equipment
See sections 2.1.1 to 2.1.7 of this Engineering Service, Service Description and section 3.1.2
below.
3.1.2
3.1.2.1
3.1.2.2
3.1.2.3
3.1.2.4
3.1.2.5
3.1.2.6
3.2
Transaction Recovery
For all Branches not yet migrated to the HNG-X Application, transaction recovery
will take place to meet the data delivery SLTs defined in the CCD entitled: “Data
Centre Operations Service: Service Description” (SVM/SDM/SD/0003).
When the ADSL or ISDN line is not available at a Branch, 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 ADSL / ISDN emulator, a Fujitsu Services Support Engineer's laptop
(configured to communicate with the Data Centre via PSTN) and the Branch’s
existing PSTN line.
Connection with the Data Centre will be achieved using the ADSL / ISDN emulator
in such a way that the Gateway PC communicates with the Data Centre as if it was
using an ADSL or ISDN line. Such connection shall be achieved using a free phone
telephone number.
The connection between a Branch and the Data Centre using the ADSL / 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 ADSL / ISDN line is
restored before Fujitsu Services arranges another Recovery Visit to that Branch,
normal service to that Branch using the ADSL or ISDN line will resume.
Connection between a Branch and the Data Centre via the ADSL / ISDN emulator,
laptop and PSTN line will only be applied if that Branch has a PSTN line and a
standard telephone socket that the Fujitsu Services Support Engineer is allowed
access to.
The detailed procedures for arranging and executing Recovery Visits are described in
the Working Document entitled “Process for Laptop Data Retrieval”
(SVM/SDM/PRO/0002).
Service Availability
See sections 2.2.1 and 2.2.2 of this Engineering Service, Service Description.
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FUJITSU Version: 1.0
FUNITSU SERVICES Commercial in Confidence Date: 31/08/06
3.3. Service Levels and Remedies
See sections 2.3.1 to 2.3.8 of this Engineering Service, Service Description, save for Table 1,
which shall be replaced by Table 8 below:
Table 8
Counter Component Single Counter Branch I Two Counter Branch Multi Counter Branch
Gateway PC Base Unit / I A A A
Mobile
Printer B B (if both printers non I B (if less than 50% of
operational) printers operational)
Cc cf one printer I C (if more than 50% of
operational) printers operational)
Monitor A Cif PC non operational) I A (if both monitors non I A (if less than 50% of
C (Otherwise) operational) monitors operational)
C (if one monitor I C (if more than 50% of
operational) monitors operational)
PIN Pad A A (if both PIN Pads non I A (if less than 50% of
operational) PIN Pads operational)
C (if one PIN Pad I C (if more than 50% of
operational) PIN Pads operational
Keyboard A (if PC is nonIA (if PC is non}A (if PC is non
operational or both I operational or both I operational or both
PMMC cards are lost) PMMC cards are lost) PMMC cards are lost)
C (Otherwise) C (Otherwise) C (Otherwise)
Bar Code Reader Cc Cc Cc
Back Office Printer Cc c Cc
PMMC (Live & Spare) A (if PC is nonIA (if PC is nonIA (if PC is non
operational or both I operational or both I operational or both
PMMC cards are lost) PMMC cards are lost) PMMC cards are lost)
C (Otherwise) C (Otherwise) C (Otherwise)
Slave PC N/A B_ (if both Counter I A (ifless than 50% of
Positions non I Counter Positions
operational) operational)
C (if one Counter I C (if more than 50% of
Position operational)
Counter Positions
operational)
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FUJ00002021
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SVM/SDM/SD/0002
1.0
31/08/06
3.4 Service Limits and Volumetrics
See section 2.4 of this Engineering Service, Service Description
3.5 Assets and Licences
See section 2.5 of this Engineering Service, Service Description.
3.6 Charges
See section 2.6 of this Engineering Service, Service Description.
3.6.1 Additional Operational Variable Charge
Should any item of Counter Equipment within the Branches or other designated sites reach a
degradation in the MTBF of 20% against the actual component MTBF agreed between Post
Office and Fujitsu Services for the April 2006 baseline, Post Office shall replace that piece of
Hardware or pay to Fujitsu Services the increased cost of support incurred by Fujitsu Services
in respect of the Fujitsu Services Support Engineer Charges and the cost of the spare / repair
for that particular Hardware component.
3.7. Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Engineering Service, Service Description.
3.8 Post Office Dependencies and Responsibilities
See section 2.80f this Engineering Service, Service Description.
3.9 Business Continuity
See section 2.9of this Engineering Service, Service Description.
3.10 Documentation Set Supporting the Service
See section 2.10 of this Engineering Service, Service Description
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FUJITSU Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
4.0 From Trigger Point T1 (Amendment Date) to 31
August 2006
4.1 Service Definition
Section 3.0 of this Engineering Service, Service Description shall apply, save for section 3.3,
which shall be replaced by sections 2.3.1, 2.3.2, 2.3.3, 2.3.4, 2.3.6, 2.3.7 and 2.3.8. Section
2.3.5 shall be replaced by the following:
4.1.1.1 Engineering Service: Time to Repair
4.4.1.1.4 Counter Equipment and LAN related Incidents which prevent an individual
Branch from using the HNG-X Services shall be resolved in accordance with the following
SLTs and liquidated damages shall be payable in respect of any LDTs set out in Tables 9 —
11 below.
4.1.1.1.2 The location of each Branch is classified as either Local or Remote. All Branch
changes may be subject to operational business change as defined in the Service
Description for the Operational Business Change (Branch Change) Service. A new
Branch location will assume the same SLT and LDT as the one it replaces unless it is
re-designated within its Local or Remote status, in which case the SLT and LDT to be
applied will be agreed with the Post Office Operations Support Manager. Definitions
of Local and Remote locations are defined in the CCD entitled: “Definitions of
Engineering Service Priority and Local / Remote Locations” (SVM/SDM/PRO/0002).
4.1.1.1.3 The allocation of fault priority to Hardware component failure following
receipt of Counter Equipment and LAN related calls to the Service Desk (categorised
as Priority A, Priority B or Priority C, as appropriate) is identified within Table 9
below.
4.1.1.1.4 The SLTs for the Engineering Service following receipt of Counter Equipment
and LAN related calls to the Service Desk (categorised as Priority A, Priority B or
Priority C, as appropriate) are identified in Table 10 below.
441.1.1.5 The liquidated damages formula for the Engineering Service following receipt
of Counter Equipment and LAN related calls to the Service Desk (categorised as
Priority A, Priority B or Priority C, as appropriate) is identified in Table 11 below.
Table 9
Counter Equipment I Single Counter Branch I Two Counter Branch Multi Counter Branch
Component
PC Base Unit / Mobile A A (if both Counter I A (if less than 50% of
Positions non I Counter Positions
operational) operational)
C (if one Counter I C (if more than 50% of
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Position operational) Counter Positions
operational)
Counter Printer B B (if both printers non I B (if less than 50% of
operational) printers operational)
Cc (if one _ printer I C (if more than 50% of
operational) printers operational)
Monitor A (if PC non operational) I A (if both monitors non I A (if less than 50% of
C (Otherwise) operational) monitors operational)
Cc (if one monitor I C (if more than 50% of
operational) monitors operational)
PIN Pad A A (if both PIN Pads non I A (if less than 50% of
operational) PIN Pads operational)
C (if one PIN Pad I C (if more than 50% of
operational) PIN Pads operational
Keyboard A (if PC is nonIA (if PC is non}A (if PC is non
operational or both I operational or —_ both I operational or —_both
PMMC cards are lost) PMMC cards are lost) PMMC cards are lost)
C (Otherwise) C (Otherwise) C (Otherwise)
Bar Code Reader Cc Cc Cc
Back Office Printer Cc c Cc
PMMC (Live & Spare) A (if PC is nonIA (if PC is nonI}A (if PC is non
operational or both I operational or both I operational or both
PMMC cards are lost) PMMC cards are lost) PMMC cards are lost)
C (Otherwise) C (Otherwise) C (Otherwise)
Table 10
Priority A Incidents Priority B Incidents Priority C Incidents
Includes all Remote
designated Branches
SLT (Hours I LDT (Hours I SLT (Hours I LDT (Hours I SLT (Hours I LDT (Hours
of of of of of of
downtime) downtime) downtime) downtime) downtime) downtime)
95% resolved } 100% 95% resolved I 100% 95% resolved I 100%
in less than 4 I resolved in 6 I in less than 8 I resolved in I by 18.30 next I resolved by
hours hours or less_I hours 10 hours or I Working Day I 18.30 next
less Working Day
plus 2 hours
Liquidated damages payable by Fujitsu Services in respect of failures to achieve the LDTs set
out in Table 10 above shall be the total of the downtime costs calculated in accordance Table
11 below:
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Engineering Service: Service Description
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Ref: ©SVM/SDM/SD/0002
Version: 1.0
FUNITSU SERVICES Commercial in Confidence Date: 31/08/06
Table 11
Liquidated Damages Formula
Priority A ((Seconds of downtime minus (6 * 3600)) * 1.03 pence
Where downtime
greater than 6
hours is
experienced
Priority B
Where downtime
greater than 10
hours is
experienced
((Seconds of downtime minus ( 10 * 3600)) * 1.03 pence
Priority C
Where downtime is
experienced after
18.30hrs the next
Working Day +2
hours
((Seconds of downtime minus ( Duration of Incident from
opening to 18.30hrs the next Working Day)) * 1.03 pence
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