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Document Title: Service Level Target and Liquidated Damages Exclusions
Document Type: Process — Joint Working Document
Release: HNG-X, HNG-X Application Roll Out Transitional Period and Pre-
HNG-X Application Roll Out
Abstract: Joint Working Document to support the Service Level Target &
Liquidated Damages Exclusions applicable to the Engineering
Service, Branch Network Service and Data Centre Operations
Service
Document Status: APPROVED
Author & Dept: Jan Ambrose, Fujitsu Services
Internal Distribution:
External Distribution:
Approval Authorities:
Name Role Signature Date
Adam Martin Post Office: Service Improvement
Manager (Systems)
Liz Melrose Fujitsu Services: Service Delivery
Team Manager, RMGA
Note. See Post Office Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ION/0001) for guidance.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL...
0.1 Table of Contents.
0.2 Document History.
0.3. Review Details.
0.4 Associated Documents (Internal & External
0.5 Abbreviations.
0.6 Glossary..
0.7. Changes Expected.
0.8
0.9
1 SUMMARY...
2 EXTENSION CRITERIA - ENGINEERING SERVICE
2.1 Branch with half day closing..
2.2 Branch with full day closin:
3 EXCLUSION CRITERIA - ENGINEERING SERVICE AND BRANCH NETWORK
SERVICE..........
4
5 EXCLUSION DETAILS - ENGINEERING SERVICE AND BRANCH NETWORK
SERVICE.
5.1 Access times.
5.2 Engineer refused access to Branch.
5.3. Tivoli indicates Branch/Counter operational
5.4 Functionality not impacted by fault.
5.5 Call reclassification (ND to HD)....
5.6 Incident passed out of Fujitsu dom:
5.7. Unable to contact Branch to progress resolution..
5.8 Clear time requires adjustment....
5.9 Delay in resolution — Not Fujitsu defaul
5.10 Branch in OBC status.
5.11 Agreed pilot site.
5.12 Fault due to enfo1
5.13 Call cancelled by Branch...
5.14 Duplicate call raised by Branch.
5.15 No fault found by engineer.....
5.16 Engineer performed off-site base unit build.
5.17 Monitor fault — Able to trade at positi
5.18 Keyboard fault — Able to trade at position.
5.19 Training site call...
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5.20 POA internally raised call.
5.21 Indeterminate resolution.
5.22 Service disabled by agreement wit
5.23 Network wide failure....
6 EXCLUSION DETAILS - DATA FILE DELIVERY.
6.1 Access times. 11
6.2 Branch in OBC statu: 11
6.3 Fault due to enforced closure, third party or user error/damage/negligence. 1
6.4 Engineer unable to access Branch and/or ki 11
6.5 Let agreed by POL/Fujitsu.....
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0.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
4 10/08/08 Issued for review as CCD
02 21/03/07 Issued for review as JWD including reviewers’ comments and
SLT extension criteria for Engineering Service incidents
1.0 19/06/07 Reviewers comments included and document issued for approval
14 02/10/07 Addition of exclusions in respect of training sites, duplicate calls,
off site builds and faults which do not prevent trading
2.0 20/11/07 Reviewers comments included and document issued for approval
0.3 Review Details
Review Comments by 19/10/07
Review Comments to Jan Ambrose & PostOfficeAccountDocumentManagemenf
Mandatory Review
Role Name
Post Office: Operations Support Adam Martin *
Fujitsu Services: CS Liz Melrose *
Role Name
Post Office: Head of Systems Operations Dave Hulbert
Fujitsu Services: CS Steve Denham
Issued for Information
istribution list to a minimum
Position/Role Name
(* ) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PGM/DCM/TEM/0001 Fujitsu Services Post Office Account I Dimensions
(00 NOT REMOVE) HNG-X Document Template
SVM/SDM/SD/000 Engineering Service: Service Dimensions
2 Description
SVM/SDM/SD/000 Data Centre Operations Service: I Dimensions
3 Service Description
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SVM/SDM/SD/001 Branch Network: Service Dimensions
41 Description
SVM/SDM/SD/001 Operational Business Change Dimensions
4 (Branch Change) Service:
Service Description
SVM/SDM/SD/001 POA Customer Service Incident Dimensions
8 Management Process
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Abbreviation Definition
BNR Branch Network Resilience
BT British Telecom
OBC Operational Business Change
POA Fujitsu Services Post Office Account
POL Post Office Ltd
SLT Service Level Target
0.6 Glossary
Term Definition
0.7 Changes Expected
Potential changes resulting from HNG-X developments
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.9 Copyright
© Copyright Fujitsu Services Limited (2006). All rights reserved. No part of this document may be reproduced,
stored or transmitted in any form without the prior written permission of Fujitsu Services.
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1 Summary
This document defines the exclusions applicable to the calculation of:
« Branch Network Service — Time to Repair Service Level Targets;
e Engineering Service - Time to Repair Service Level Targets;
e Branch Network Service - Branch and Counter Availability Service Level Targets;
e Data Centre Operations Service — Data File Delivery Service Level Targets;
e Branch Network Service — Counter Availability Liquidated Damages, and;
e Data Centre Operations Service — Data File Delivery Liquidated Damages.
2 Extension Criteria - Engineering Service
Where the Time to Repair Service Level Target (SLT) for the Engineering Service, as defined in the
CCD entitled: “Engineering Service: Service Description” (SVM/SDM/SD/0002), is 95% resolved by 18.30
next Working Day, this SLT may be extended in the event of half day or full day closing.
2.1 Branch with half day closing
If a branch is open less than or equal to 5 hours on the next working day, the SLT will be the closure
time (taken from the next working day) on the following working day.
Examples:
* Call opened Monday, office closed 13:00 Tuesday, SLT will be 13:00 Wednesday
e Call opened Thursday, office closed 12:00 Friday, SLT will be 12:00 Monday
2.2 Branch with full day closing
If a branch is closed for a full day on the next working day, the SLT will be suspended until 18:30 on the
following working day.
Examples:
« Call opened Monday, office closed Tuesday, SLT will be 18:30 Wednesday
* Call opened Thursday, office closed Friday to Wednesday, SLT will be 18:30 on the following
Thursday
3 Exclusion Criteria - Engineering Service and
Branch Network Service
Engineering Service and Branch Network Service Incidents may be excluded partially or totally from
SLTs and Liquidated Damages as defined below:
e Partial exclusion allows the call to be suspended for part of the call;
« Total exclusion allows the call to be suspended for the duration of the call i.e. from its open time to
its clear time.
Incidents may be excluded in accordance with the criteria set out in Table 1:
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Table 1
Reason for exclusion
Partial Exclusion
Total exclusion
Access Times
Engineer refused access to Branch
Tivoli indicates Branch/Counter operational
Functionality not impacted by fault
Call reclassification (ND to HD)
Incident passed out of Fujitsu domain
Unable to contact Branch to progress resolution
Clear time requires adjustment
Delay in resolution — Not Fujitsu default
Branch in OBC status
Agreed pilot site
Fault due to enforced closure, third party or user
error/damage/negligence
Call cancelled by Branch
Duplicate call raised by Branch
No fault found by engineer
Engineer performed off-site base unit build
Monitor fault - Able to trade at position
Keyboard fault — Able to trade at position
Training site call
POA internally raised call
Indeterminate resolution
Service disabled by agreement with POL
Network wide failure
Further details of the exclusion criteria relating to Engineering Service and Branch Network Service
incidents are provided in Section 5.
4 Exclusion Criteria - Data File Delivery
Data File Delivery Transactions may be excluded from SLTs and Liquidated Damages in accordance
with the criteria set out in Table 2:
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Table 2
Reason for exclusion
Access times
Branch in OBC status
Fault due to enforced closure, third party or user error/damage/negligence
Engineer unable to access Branch and/or kit
Let agreed by POL/Fujitsu
Further details of the exclusion criteria relating to Data File Delivery transactions are provided in Section
6.
5 Exclusion Details - Engineering Service and
Branch Network Service
Further details of the reasons for exclusion listed in Table 1 are provided below. Unless otherwise
stated, the exclusions will apply to all faults and relate to both Service Level Targets and Liquidated
Damages.
5.1 Access times
Calls will be suspended for any time outside the access hours as provided by the branch, which may be
greater or more restrictive than the opening hours. In the case of portables the access times are when
the engineer can have access to the portable at the location at which the fault can be resolved. Calls
may also be suspended if the branch requests a call back or an engineer visit at a specific time. The call
is suspended from the time when the branch gave the instruction until the time the branch requested the
call/visit.
5.2 Engineer refused access to Branch
Where an engineer has visited the branch within the specified access times but has been refused access
to the branch. This exclusion will apply to all engineer visits e.g. Fujitsu engineer, BT engineer.
5.3 Tivoli indicates Branch/Counter operational
Calls will be suspended when the event management system indicates that the branch/counter is
operational. This will allow for accurate suspension on intermittent communications faults and also when
the engineer is delayed in returning the call closure notification. This exclusion will apply to Hardware
base unit and Branch Network Incidents only.
5.4 Functionality not impacted by fault
Where the fault does not have a consistent effect on the operation of the branch e.g. reboot required
each morning but thereafter service is fully operational for the remainder of the day, whilst awaiting
engineer visit. This is not applicable to portables at the storage location, see 5.1.
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5.5 Call reclassification (ND to HD)
If during the investigation of a network fault (ND) it is identified that the fault is with the base unit, the call
will be recoded to HD. The call will be suspended from the open time until the call is passed to
engineering, which may include the time the call is with BT. This exclusion will apply to Hardware base
unit incidents only, which have been recoded from ND to HD.
5.6 Incident passed out of Fujitsu domain
Where the incident has been passed out of the Fujitsu domain e.g. where the branch details are passed
to BT or referral to POL agreed. The call is suspended from the time the call was passed out of the
Fujitsu domain until the time the call is passed back to Fujitsu Services.
5.7 Unable to contact Branch to progress resolution
Where the Service Desk or Third Line Support have been unable to contact the branch to arrange an
engineer visit or provide remote assistance. It should be evident within the call that reasonable
endeavours were used to contact the branch. The call is suspended after reasonable endeavours to
contact the branch were made until the time that contact with the branch is established.
5.8 Clear time requires adjustment
Where it is evident that the service became operational prior to the clear time specified in the call. The
call is suspended from the time that the service became operational until the clear time.
5.9 Delay in resolution — Not Fujitsu default
Where an engineer has been delayed in visiting branch(es) in a geographical area due to reasons
completely out of the control of Fujitsu Services. The call is suspended from the time that access is
prevented until the time it becomes available again. Details of the delay in resolution must be recorded
and exclusion agreed with Post Office Operations Control
When the build of a gateway is delayed due to an incorrectly filtered Redcare alarm, and the engineer
has to leave site to obtain a specialist filter (non standard equipment), the call will be suspended from
the time the engineer leaves site to collect the filter to the time that he/she returns to resolve the fault.
This suspension equates to the time it takes for the engineer to receive the specialist filter plus the return
journey to branch, and must not include the time spent on other calls, whilst in possession of the filter.
5.10 Branch in OBC status
Where the fault relates to an OBC Branch Change which is in the course of completion.
5.11 Agreed pilot site
Where the fault relates to a pilot site which is excluded from SLTs and Liquidated Damages as agreed
by POL.
5.12 Fault due to enforced closure, third party or user
error/damage/negligence
Where it is evident within the call that the fault has been caused by circumstances of enforced closure,
user or third party error, damage or negligence.
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5.13 Call cancelled by Branch
Where the branch has taken action to resolve the fault, or the fault has resolved itself, and the call has
subsequently been cancelled.
5.14 Duplicate call raised by Branch
Where an earlier call has been logged by the branch relating to the same incident and which has been
progressed to resolve the fault.
5.15 No fault found by engineer
Where an engineer has visited the branch but has taken no action due to the service being fully
operational. This exclusion will apply to Hardware Incidents only.
5.16 Engineer performed off-site base unit build
Where it is evident that an engineer performed a base unit build at another branch (usually a crown
office). This request is usually logged as three separate incidents (all to be excluded) — one to collect
the kit, one to build the base unit and one to return the base unit and set up BNR. This type of build
must be authorised by the Branch Network Service team.
5.17 Monitor fault — Able to trade at position
Where a monitor fault has not prevented the position from being able to trade e.g. touchscreen fault,
keyboard used as workaround. This exclusion will apply to Counter Availability Service Level Targets
and Liquidated Damages only as specified in ‘Branch Network: Service Description’ [Ref.
SVM/SDM/SD/0011].
5.18 Keyboard fault — Able to trade at position
Where a keyboard fault has not prevented the position from being able to trade e.g. card reader fault,
keyboard used as workaround. This exclusion will apply to Counter Availability Service Level Targets
and Liquidated Damages only as specified in ‘Branch Network: Service Description’ [Ref.
SVM/SDM/SD/0011).
5.19 Training site call
Where the call has been logged by a POL training site.
5.20 POA internally raised call
Where the call has been incorrectly logged against a live branch when it has been internally raised by
POA.
5.21 Indeterminate resolution
Where a fault has been resolved but both its cause and resolution are unclear. For example, where a
fault is investigated by a number of areas, say, HSD, SSC, BT and POL, who all undertake actions to try
and resolve the fault but, although the fault is resolved, its cause and the resolving action are unclear. It
should be evident within the call that reasonable endeavours were used to diagnose the cause of the
fault and to resolve it.
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5.22 Service disabled by agreement with POL
Where the service has been disabled by agreement with POL e.g. for protection against a computer
virus.
5.23 Network wide failure
Where the fault results from failure of the HNG-X Central Infrastructure and/or the Central Telecom
Infrastructure which results in a loss of the availability of one or more branches and counter positions.
Such faults will be included in the Network Wide Failure unavailability figures and therefore individual
calls in respect of this failure may be excluded.
6 Exclusion Details - Data File Delivery
Further details of the reasons for exclusion listed in Table 2 are provided below. The exclusions relate to
both SLTs and Liquidated Damages.
6.1 Access times
Calls will be suspended for any time outside the access hours as provided by the branch, which may be
greater or more restrictive than the opening hours. In the case of portables the access times are when
the engineer can have access to the portable at the location at which the fault can be resolved. Calls
may also be suspended if the branch requests a call back or an engineer visit at a specific time. The call
is suspended from the time when the branch gave the instruction until the time the branch requested the
call/visit.
6.2 Branch in OBC status
See Section 5.10
6.3 Fault due to enforced closure, third party or user
error/damage/negligence
See Section 5.12
6.4 Engineer unable to access Branch and/or kit
Where the engineer has been unable to gain access to the branch/kit e.g. refused by PM or for Health
and Safety reasons.
6.5 Let agreed by POL/Fujitsu
Where a let for a branch has been jointly agreed by POL and Fujitsu Services.
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