Fe)
FUJITSU
FUJ00002043
FUJ00002043
Definitions of Engineering Service Priority and Local / Remote -
Locations
Commercial in Confidence
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Definitions of Engineering Service Priority and Local / Remote
Locations
Process — Contract Controlled Document
HNG-X / HNG-X Application Roll Out Transitional Period / Pre HNG-
X Application Roll Out Transitional Period
Defines postal zone locations for which the location of PO branches
is classified as Remote
APPROVED
Jan Ambrose: Fujitsu Services
Internal Distribution: N/A
External Distribution: N/A
Approval Authorities:
Name Role Signature Date
Dave Hulbert Post Office: Head of Systems
Operations
Steve Denham Fujitsu Services: Head of
Service Management
Note: See Post Office Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ION/0001) for guidance.
©Copyright Fujitsu Services Ltd 2007
‘Commercial in Confidence Ref: ‘SVM/SDM/PRO/0004
Version: 1.0
Date: 06-Feb-07
PageNo: 1 of 6
FUJ00002043
FUJ00002043
Definitions of Engineering Service Priority and Local / Remote
oO
FUJITSU Locations
Commercial in Confidence
0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.........cscscsssssessnssssescesssssssesssessseeseasaestecseenenseeesensneseeeesaeaee 2
0.1 Table of Contents. 2
0.2 Document History. 3
0.3 Review Details.. 3
0.4 Associated Documents (Internal & External 3
0.5 Abbreviations. 3
0.6 Glossary... 3
0.7. Changes Expecte 3
1 SUMMARY.......ccscsssesessesseseseseseesssssessensstecasasseseesescsessersesenenrsssetsensesssessneneetasasensenee 3
DEFINITION AND PROCESG..........:ccccssssssssssnssssseseseseseesessseseeensoserscesseseeseaseesees 3
2.1 Remote LocationsS.............00 ed
3 CALCULATING SERVICE LEVEL PERFORMANCE .........s:sssssssssessssssssseesssesssecers 3
©Copyright Fujitsu Services Ltd 2007 ‘Commercial in Confidence Ref. ‘SVM/SDM/PRO/0004
Version: 1.0
Date: 06-Feb-07
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FUJ00002043
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Definitions of Engineering Service Priority and Local / Remote
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Commercial in Confidence
0.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
O41 10/11/06 For review
1.0 06/02/07 Reference to Branch Network incidents removed and document
issued for approval
0.3 Review Details
NIA
Review Comments by
Review Comments to (authors name) & PostOfficeAccountDocumentManagement¢
Mandatory Review
Name
Role
Post Office: Operations Support
‘Adam Martin (*V0.1)
Post Office: Commercial
Mike Hannon
Fujitsu Services: Commercial
Hilary Forrest
Fujitsu Services: CS
Richard Brunskill
Fujitsu Services: CS
Liz Melrose (*V0.1)
Optional Review
Role Name
Fujitsu Services: FMS Nick Rignall
Issued for Information Please restrict this
distribution list to a minimum
Position/Role Name
Post Office: Head of Systems Operations Dave Hulbert
(*) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PGM/DCM/TEM/0001 I 1.0 13/6/06 Fujitsu Services Post Office Account I Dimensions
(D0 NOT REMOVE) HNG-X Document Template
SVM/SDM/SD/0002 Engineering Service: Service I Dimensions
Description
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
©Copyright Fujitsu Services Ltd 2007 ‘Commercial in Confidence Ref SVMISDMIPRO/0004
Version: 1.0
Date: 06-Feb-07
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FUJ00002043
FUJ00002043
Definitions of Engineering Service Priority and Local / Remote
oO
FUJITSU Locations
Commercial in Confidence
0.5 Abbreviations
Abbreviation Definition
ccD Contract Controlled Document
SLT Service Level Target
0.6 Glossary
Term Definition
0.7 Changes Expected
©Copyright Fujitsu Services Ltd 2007 ‘Commercial in Confidence Ref. ‘SVM/SDM/PRO/0004
Version: 1.0
Date: 06-Feb-07
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2
FUJITSU
Locations
Commercial in Confidence
Definitions of Engineering Service Priority and Local / Remote
FUJ00002043
FUJ00002043
1 Summary
This document defines the classification of locations used in measuring Engineering Service Time to
Repair Service Levels.
2 Definition and Process
The location of each Branch is classified as either Local or Remote. The following postal zone locations
are classified as Remote. All other postal zone locations are classified as Local.
2.1 Remote Locations
Branches in the following postal zone locations are classified as Remote unless excluded specifically.
pee “* bev“ pes“ Deo“
BT47 *** BT48 ** BT49 ** BT546RT __BT81 *** (excluding BT81 7AA)
BT82 ***
Hs
vat ** \v22 *** 123 *** IV24 *** \v25 *** 1V26 ***
27 ** 1V28 *** 1V4o *** Vat 1v42 ** 1V43 ***
Vad ** 1V45 ** 146 *** Vaz ** Vas ** vag ***
IV51 *** v5." 1V53 vs + V5 *** IV56 ***
KA27 ** KA26 *“**
kw
PA20 *** PA26 ** PA29 "** PASO ** PASI‘ PAS2 "*
PA33 *** PA34 *“** PA35 *** PA36 *** PAT “** PA36 **
PA39 *** PAG1 ** PAd2 PA43 *** PAd4 *** PAGS **
PA46 *** PAT ** PAGS ** PA4Q ** PAGO *** PAG **
PAG2 *** PAGS *** PAG4 "** PAGS *** PAGG ** PAGT ***
PA68 *** PA69 *** PA70 *** PA72 *** PA73 *** PA75 ***
PAT6 *** PAT7 “* PA78 ** PAB1**PAB2 *** PAB5 **
PH15 *** PH16 *** PH17 *** PH18 *** PH19 *** PH31 ***
PH32 *** PH33 *** PH34 *** PH35 *** PH36 *** PH37 ***
PH38 *** PH40 *** PH41 *** PH42 *** PH43 *** PH44 ***
PH49 ***
SA70 7UJ
TR21"** TR22** TR23 *** TR24 "** TR25 ***
Ze +
©Copyright Fujitsu Services Ltd 2007 Commercial in Confidence Ref. SVM/SDM/PRO/0004
Version: 1.0
Date: 06-Feb-07
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FUJ00002043
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Definitions of Engineering Service Priority and Local / Remote
fee)
FUJITSU Locations
Commercial in Confidence
3 Calculating Service Level Performance
Counter Equipment and LAN related Incidents which prevent an individual Branch from using HNG-X
Services shall be resolved in accordance with SLTs as defined in the CCD entitled: “Engineering
Service: Service Description” (SVM/SDM/SD/0002). Fault priority is allocated to these Incidents
following the receipt of calls to the Service Desk as follows:
e Calls from Local designated Branches will be allocated priority A, B or C in accordance with
the Hardware component failure as defined in the CCD entitled: “Engineering Service:
Service Description” (SVM/SDM/SD/0002);
e Calls from Remote designated Branches will be allocated priority C.
©Copyright Fujitsu Services Ltd 2007 ‘Commercial in Confidence Ref. ‘SVM/SDM/PRO/0004
Version: 1.0
Date: 06-Feb-07
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