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FUJITSU Description
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Document Title: Horizon Online 3rd Line Application Support Service: Service
Description
Document Reference: SVM/SDM/SD/0004
Release: Release Independent
Abstract: Service description of the Third Line Support Service provided
under contract to Post Office Limited
Document Status: APPROVED
Author & Dept: Steve Parker, SSC
External Distribution: POL, including approver
Security Risk YES, none identified.
Assessment Confirmed
Approval Authorities:
Name Role Signature Date
Mark Weaver Post Office: Senior Service See Dimensions for record
Delivery Manager
Peter Thompson Fujitsu Services: Service See Dimensions for record
Transition Manager
See HNG-X Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on who should approve.
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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 Security Risk Assessmen
1 SERVICE SUMMARY.
2 HNG-X..
2.1 Service Definitiion.....
Support for Operational Services.
Production of workarounds...
Local Fujitsu Services RMGA Database Development and Support.
Service Management Portal Development and Support.
Support for Business Continuity testing.
2.2. Service Availability...
2.3. Service Levels and Remedies.
2.3.1 General Principles.
2.3.2 Service Level Relief.
2.3.3 Rectification Plan..
2.3.4 Service Levels for which Liquidated Damages Apply.
2.3.5 Service Levels for which Liquidated Damages Do Not Appl
2.3.6 Operational Level Targets.
2.3.7 Performance Metrics.
2.3.8 Design Targets.....
2.4 Service Limits and Volumetrics.
2.5 Associated Assets and Licence:
2.5.1 Assets.
2.5.2 Licence:
2.6 Charges...
2.6.1 Operational Fixed Charg
2.6.2 Operational Variable Charge.
2.6.3 Additional Operational Variable Charge.
2.7 Dependencies and Interfaces with Other
2.8 Post Office Dependencies and Respon:
2.9 Business Continuity..
2.9.1 Maintaining Access to Data and Systems..
2.10 Documentation Set Supporting the Service.
NNNNN
oOhono
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3 HNG-X APPLICATION ROLL OUT — TRANSITIONAL PERIOD.
3.1 Service Definition......
3.2. Service Availability...
3.3 Service Levels and Remedies.
3.4 Service Limits and Volumetrics.
3.5 Assets and
3.6
3.7
3.8 Post Office Dependencies and Responsi
3.9 Business Continuity...
3.10 Documentation Set Supporting the Service.
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0.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
1.0 31/08/06 Agreed CCN1200
1.4 15/08/08 Revisions made as a result of personnel changes I N/A
2.0 27/01/09 Document Approved N/A
2.1 16/06/10 Changes in personnel and some management N/A
roles. Removed references to out of hours laptops
and use of a specific DR site. Changed title to
include Horizon Online
3.0 09/08/10 Document Approved N/A
0.3 Review Details
Review Comments by
Review Comments to Steve Parker
Mandatory Review
Role Name
Fujitsu Services: SI Pete Jobson
Optional Review
Role Name
Post Office: Service Delivery Mark Weaver
Fujitsu Services: SSC Kevin Miller
Issued for Information — Please restrict this
distribution list to a minimum.
Position/Role Name
Fujitsu Services: Customer Service Director James Davidson
0.4 Associated Documents (Internal & External)
Reference Versi Date Title Source
on
PGM/DCM/TEM/0001(D I 5.0 03 June 2009 RMGA HNG-X Generic Document Dimensions
O NOT REMOVE) Template
SVM/SDM/SD/0001 Service Desk Service: Service Dimensions
Description
SVM/SDM/SD/0002 Engineering Service: Service Dimensions
Description
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SVM/SDM/SD/0003 Data Centre Operations Service: Dimensions
Service Description
SVM/SDM/SD/0005 Application Support Service Dimensions
(Fourth Line): Service Description
SVM/SDM/SD/0006 Systems Management Service: Dimensions
Service Description
SVM/SDM/SD/0007 Service Management Service: Dimensions
Service Description
SVM/SDM/SD/0010 Service Integration Service: Dimensions
Service Description
SVM/SDM/SD/0011 Branch Network Service: Service I Dimensions
Description
SVM/SDM/SD/0012 Central Network Service: Service I Dimensions
Description
SVM/SDM/SD/0013 Reference Data Management Dimensions
Service: Service Description
SVM/SDM/SD/0014 Operational Business Change Dimensions
(Branch Change) Service:
Service Description
SVM/SDM/SD/0015 Reconciliation Service: Service Dimensions
Description
SVM/SDM/SD/0016 Management Information Service: I Dimensions
Service Description
SVM/SDM/SD/0017 Security Management Service: Dimensions
Service Description
SVM/SDM/PLA/0001 HNG-X Support Service Business I Dimensions
Continuity Plan — Joint Working
Document
SVM/SDM/TP/0001 HNG-X Operational Test Plan — Dimensions
Joint Working Document
SVM/SDM/SIP/0001 HNG-X Business Continuity Dimensions
Framework
CS/FSP/006 End to End Support Process, Dimensions
Operational Level Agreement
CS/PRD/019 Operational Change Process Dimensions
SVM/SDM/PRO/0025 RMGA Customer Service Dimensions
Problem Management Process
Details
SVM/SDM/PRO/0018 RMGA Customer Service Incident I Dimensions
Management Process
SVM/SDM/PRO/0001 Major Incident Process Dimensions
CS/PRO/154 OOH Support using secure laptop I Dimensions
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CS/QMS/007 Operations Manual for the Dimensions
Customer Service Directorate
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Abbreviation
Ad-Hoc Data Request
Definition
Request for non standard management information received from Post
Office via the agreed process
APS Automated Payments Service
ccD Contract Controlled Document
CRD Contact Reference Document
CMT Communications Management Team
PEAK Fujitsu services incident and release management system
POLFS Post Office Limited Financial System
SMC Systems Management Centre
0.6 Glossary
Term
Ad-Hoc Data Request
Definition
Request for non standard management information received from Post
Office via the agreed process
Service Management
Portal
Web based management information portal developed by Fujitsu Services
to allow Post Office to have real time access to management information
Changes
Services.
0.7 Changes Expected
Expected changes should the HNG-X design or solution require amendment to the service provided by Fujitsu
0.8 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to this
document.
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1 Service Summary
The Fujitsu Services Third Line Support Service, provides the following functions using operational staff
who are fully trained to carry out this Third Line Support Service:
14 Technical support when required to the following Operational Services:
(a) Service Desk Service;
(b) Systems Management Service;
(c) Data Centre Operations Service (including the AP Client File Re-Send Service,with the
exception of Configured POL FS);
(d) Application Support Service (Fourth Line);
(e) Branch Network Service
(f) Central Network Service;
(g) Operational Business Change Service (Branch Change);
(h) Reference Data Management Service;
(i) Security Management Service;
() Engineering Service;
(k) Management Information Service; and
(I) Reconciliation Service;
1.2 The investigation and resolution of new Software Incidents within the Branch Infrastructure
1.3 The production and authorisation of workarounds and updates to entries within the support
knowledge database;
1.4 Locally held Fujitsu Services Royal Mail Group Account (RMGA) databases and intranet.
1.5 Service management portals available to Post Office.
1.6 Support for business continuity testing where this is required; and
1.7 Development and support for internal Fujitsu Services RMGA applications and support tools.
Not withstanding any provision in any Schedule, CCD or CRD to the contrary, Fujitsu Services is not
obliged to provide the Third Line Support Service or Application Support Service (Fourth Line) in respect
of Configured POL FS or the SAP Loading Applications.
The Third Line Support Service will receive solutions developed by the Application Support Service
(Fourth Line) to resolve Incidents.
2 HNG-X
2.1 Service Definitiion
2.1.1 Support for Operational Services
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This section sets out the technical support provided by the Third Line Support Service to the appropriate
Operational Services. The Third Line Support Service also supports the Business Capabilities and
Support Facilities.
2.1.1.1 Service Desk
2.1.1.1.1
The Third Line Support Service provides technical support to the Service Desk to assist in the resolution
of operational Incidents at "first line". Data relating to Incidents are passed from the Service Desk
Incident Management Systems via an electronic interface to the Third Line Support Service incident
management tool (Peak). Any failure of this electronic interface will result in the manual transfer of data
from the Service Desk.
2.1.1.1.2
The Third Line Support Service will provide information for, and maintain the Known Error Log
(KEL).IIlustrated text
2.1.1.2 Systems Management Service
The Third Line Support Service provides technical support to the Systems Management Service to assist
in the resolution of operational Incidents.
2.1.1.3 Data Centre Operations Service
2.1.1.3.1
The Third Line Support Service provides technical support to the Data Centre Operations Service to
assist in the resolution of operational Incidents. This will include re-send of files to Post Office and APS
Clients in cases of errors in Fujitsu Services' Software.
2.1.1.3.2
Where a re-send of a file is required for reasons other than an error in Fujitsu Services' Software, the
procedure for re-sending such file is described in Annex A to the CCD entitled: “Data Centre Operations
Service, Service Description” (SVM/SDM/SD/0003).
2.1.1.4 Application Support Service (Fourth Line)
The Third Line Support Service provides technical support to the Application Support Service (Fourth
Line) to assist in the development of Software fixes required for the Branch Infrastructure or HNG-X
Central Infrastructure.
2.1.1.5 Branch Network Service
The Third Line Support Service provides technical support to the Branch Network Service to assist in the
resolution of operational Incidents surrounding the loss of communications between the Branch
Infrastructure and the HNG-X Central Infrastructure. This may involve close liaison with Fujitsu Services’
or Post Office's network suppliers, e.g. British Telecom (BT). For the avoidance of doubt, the 3" line
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application support service does not directly support branch routers since no RMGA written applications
run on these devices.
2.1.1.6 Central Network Service
The Third Line Support Service provides technical support to the Central Network Service to assist in the
resolution of operational Incidents surrounding the loss of communications within the central Fujitsu
Services network.
2.1.1.7 Operational Business Change Service (Branch Change)
The Third Line Support Service provides technical support to the Operational Business Change (Branch
Change) Service to assist in the resolution of Software or remote technical Incidents which may
occurring during the delivery of changes, (including, for example: Branch openings, closures and moves)
to the Branch Infrastructure.
2.1.1.8 Reference Data Management Service
The Third Line Support Service provides technical support to the Reference Data Management Service
to assist in the resolution of operational Incidents surrounding the distribution of Reference Data to the
Branch Infrastructure.
2.1.1.9 Security Management Service
The Third Line Support Service provides technical support to the Security Management Service to assist
in the resolution of operational Incidents surrounding the application of the required level of security
within the Branch Infrastructure and HNG-X Central Infrastructure, together with the provision of data
from the HNG-X Central Infrastructure where this cannot be readily obtained by the Security
Management Service.
2.1.1.10 Engineering Service
The Third Line Support Service provides Software and operating system support to the Engineering
Service to assist in the resolution of Hardware Incidents within the Branch.
2.1.1.11 Management Information Service
The Third Line Support Service provides technical support to the management information Service to
assist in the generation of management information in response to Ad-Hoc Data Requests where this
information is not readily available to the Management Information Service.
2.1.1.12 Reconciliation Service
The Third Line Support Service provides technical support to the Reconciliation Service to assist in the
resolution of Reconciliation Incidents where Transaction information is required following interrogation of
the HNG-X Central Infrastructure. This will also include the re-sending of rejected Transactions to Post
Office or Clients following the resolution of a Reconciliation Incident.
2.1.1.13 Investigation and Resolution of New Software Incidents
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The Third Line Support Service will investigate, in accordance with internal Fujitsu Services operational
procedures, any suspected new Software errors escalated from the Service Desk or Systems
Management Service and provide Software fixes, as required, to either:
(a) an individual Branch or Counter Position;
(b) I anumber of Branches or Counter Positions;
(c) the entire Branch and all Counter Positions; or
(d) the Data Centres.
Ownership and management of the incident remains with the service desk that logged the incident.
2.1.2 Production of workarounds
2.1.2.1
Following investigation of a Software error, the Third Line Support Service will produce, where possible,
a workaround which will enable the Branch to continue normal business in line with relevant processes or
will enable the Data Centre to continue processing.
2.1.2.2
Where a workaround requires a Branch not to operate in accordance with relevant processes, this will be
handled through the Service Management Service in accordance with good service management
practice.
2.1.3. Local Fujitsu Services RMGA Database Development and
Support
The Third Line Support Service will provide support for the development and support of local Fujitsu
Services RMGA databases required to provide reporting and management information where this is not
available from the HNG-X Central Infrastructure.
2.1.4 Service Management Portal Development and Support
The Third Line Support Service will provide support for the development and support of Fujitsu Services
RMGA intranet and the relevant portal arrangements which allow data to be available to the Service
Management Portal accessible to Post Office.
2.1.5 Support for Business Continuity testing
The Third Line Support Service will provide technical support for scheduled business continuity tests
undertaken in accordance with Schedule B2 and the CCD entitled: “Business Continuity Framework”
(CS/SIP/002).
2.2 Service Availability
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The Third Line Support Service is not directly available to Post Office. It is a service internal to Fujitsu
Services and is available 24 hours per day, but is provided only on an on-call basis outside of 09:00hrs
to 17:30hrs Monday to Friday. The Third Line Support Service is also on-call on Bank Holidays.
2.3 Service Levels and Remedies
2.3.1. General Principles
This section is not applicable to the Third Line Support Service.
2.3.2 Service Level Relief
This section is not applicable to the Third Line Support Service.
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 specific SLTs for which liquidated damages apply that are linked directly with the Third Line
Support Service. However, the attainment of SLTs for the following Operational Services may be
directly related to the successful provision of this Third Line Support Service should support be required:
(a) Data Centre Operations Service;
(b) Branch Network Service; and
(c) Engineering Service.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
There are no specific SLTs for which liquidated damages do not apply that are linked directly with the
Third Line Support Service. However, the attainment of SLTs for the following Operational Services may
be directly related to the successful provision of this Third Line Support Service should support be
required:
(a) Data Centre Operations Service;
(b) Branch Network Service;
(c) Central Network Service;
(d) Service Desk; and
(e€) Reconciliation Service.
2.3.6 Operational Level Targets
There are no OLTs associated with the Third Line Support Service.
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2.3.7 Performance Metrics
There are no contractual performance metrics associated with the Third Line Support Service.
2.3.8 Design Targets
There are no design targets associated with the Third Line Support Service.
2.4 Service Limits and Volumetrics
There are no service limits or volumetrics associated with the Third Line Support Service.
2.5 Associated Assets and Licences
2.5.1 Assets
Assets relevant to the Third Line Support Service are set out within the Asset Register.
2.5.2. Licences
The Third Line Support Service will ensure that all third party software licences from time to time
required by Fujitsu Services to provide the Third Line Support Service are maintained to ensure they are
current and valid for the version of third party software being used at the time. Where a licence or its
associated support and maintenance is due to expire, and Fujitsu Services determine that renewal is
required, the Third Line Support Service will ensure that the appropriate renewal process, as defined by
the appropriate software vendor or licensor, is completed and a new licence is concluded prior to the
expiry date to ensure continuity of the service.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
2.6.2.1
The Third Line Support Service Operational Variable Charge is calculated against the number of POL
Service Types supported at a price per Counter Position as set out in paragraph 2.7 of Schedule D1 of
the Agreement.
2.6.2.2
Any variation to this price is subject to six (6) months’ notice.
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2.6.3 Additional Operational Variable Charge
There are no additional Operational Variable Charge applicable to the Third Line Support Service.
2.7 Dependencies and Interfaces with Other Operational
Services
Any changes agreed between Post Office and Fujitsu Services to the scope or availability of the Third
Line Support 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. Systems Management Service
The Third Line Support Service may be required to take on some of the monitoring functions completed
by the Systems Management Service and would receive a higher proportion of issues for resolution
should the Systems Management Service become unavailable.
2.7.1.2 Data Centre Operations Service
The Third Line Support Service supports the Data Centre Operations Service in the investigation of
Incidents surrounding the HNG-X Central Infrastructure. If the scope of the Third Line Support Service
was changed to remove this support requirement then Application Support Service (Fourth Line) may
have to take over this role.
2.7.1.3. Branch Network Service
The Third Line Support Service supports the Branch Network Service, following receipt of calls from
Branches. If the scope of the Third Line Support Service changed, the Application Support Service
(Fourth Line) might have to take over this role.
2.7.1.4 Central Network Service
The Third Line Support Service supports the Central Network Service, in respect of Incidents
surrounding the Central Telecommunications Infrastructure. If the scope of the Third Line Support
Service changed, the Application Support Service (Fourth Line) might have to take over this role.
2.7.1.5 Application Support Service (Fourth Line)
The Application Support Service (Fourth Line) and the Third Line Support Service work closely together
in the identification and resolution of Software Incidents requiring bug fixes. If the scope of either the
Application Support Service (Fourth Line) or the Third Line Support Service is changed, the completion
of Software Incident bug fixes would be the responsibility of the remaining service.
2.7.1.6 Operational Business Change Service (Branch Change)
The Third Line Support Service supports the OBC (Branch Change) Service, in respect of changes to
the Branch estate. If the scope of the Third Line Support Service changed, the Application Support
Service (Fourth Line) might have to take over this role.
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2.7.1.7 Reference Data Management Service
The Third Line Support Service supports the Reference Data Management Service in respect of
Incidents surrounding the distribution of Reference Data to the Branch Infrastructure. If the scope of the
Third Line Support Service changed, the Application Support Service (Fourth Line) might have to take
over this role.
2.7.1.8 Security Management Service
The Third Line Support Service will support the Security Management Service in ensuring the
appropriate levels of security are met in respect of systems access. If the scope of the Third Line
Support Service changed, the Application Support Service (Fourth Line), the Systems Management
Service or the Data Centre Operations Service might have to take over this role.
2.7.1.9 Engineering Service
The Third Line Support Service supports the Engineering Service, in respect of Incidents within the
Branch Infrastructure which require technical support. If the scope of the Third Line Support Service
changed, the Application Support Service (Fourth Line) might have to take over this role.
2.7.1.10 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 Third Line Support Service changed, the
Systems Management Service or the Application Support Service (Fourth Line) may have to take over
this role.
2.7.1.11 Reconciliation Service
The Third Line Support Service supports the Reconciliation Service, in respect of Incidents affecting the
financial integrity of the HNG-X Application. If the scope of the Third Line Support Service changed, the
Application Support Service (Fourth Line) might have to take over this role.
2.7.1.12 The Service Desk
The Third Line Support Service receives Incidents for investigation from the Service Desk. Any changes
to the scope of the Third Line Support Service may result in Incidents being passed to the Application
Support Service (Fourth Line).
2.7.1.13 The CMT Service
The Third Line Support Service may receive Incidents for investigation from the CMT Service. Any
changes to the scope of the Third Line Support Service may result in Incidents being passed to the
Application Support Service (Fourth Line).
2.7.1.14 The Service Management Service
The Service Management Service has overall governance over the activities of the Third Line Support
Service. If the scope of the Third Line Support Service changed, the Service Management Service may
interface directly with the Application Support Service (Fourth Line).
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2.8 Post Office Dependencies and Responsibilities
In addition to the generic responsibilities which shall apply as set out in Schedule A5 of the Agreement,
Post Office shall keep each base unit in each Branch switched on at all times unless specifically
requested to do otherwise by Fujitsu Services.
2.9 Business Continuity
This section defines the measures taken to minimise the risk of not being able to provide the Third Line
Support Service and sets out what Fujitsu Services is required to provide in terms of business continuity
specific to the provision of this Third Line Support Service. Details of the Third Line Support Service
Business Continuity Plan are set out in the Working Document entitled: “HNG-X Support Service
Business Continuity Plan — Joint Working Document” (SVM/SDM/PLA/0001).
2.9.1 Maintaining Access to Data and Systems
2.9.1.1 Incident Management System
2.9.1.1.1
In the event that the Third Line Support Service incident management tool (PEAK) becomes
unavailable, failover will occur to a backup system within another Fujitsu Services site.
2.9.1.1.2
In the event that the backup system is unavailable, the Third Line Support Service will resort to manual
logging of Incidents until the system is restored and then input manually logged Incidents into the
restored system.
2.9.1.2 Live System Access and Repair Tools
In the event that live systems access and repair tools are unavailable in the primary Third Line Support
Service site, the Third Line Support Service will use suitable configured laptops and support the system
from home addresses.
2.9.1.3 Failover Timescale
Fujitsu Services shall ensure access to live systems access and repair tools via the laptop solution within
three (3) hours of the initial failure.
In the event of a long term failure (expected to last more than 24 hours) Fujitsu Services may choose to
setup 3” line support services at a suitable alternate site.
2.9.1.4 Testing
Fujitsu Services will carry out one (1) walkthrough and one (1) operational test per year covering the
Incident Management System, live system access and repair tools, subject to agreeing the actual dates
for such tests with Post Office, such agreement not to be unreasonably withheld. Such tests shall be
carried out in accordance with the Working Document entitled: “HNG-X Operational Test Plan — Joint
Working Document” (SVM/SDM/TP/0001).
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2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Third Line Support Service, Service Description supports
the delivery of the Third Line Support Service. Should any elements of the Third Line Support Service
be changed following agreement with Post Office, Fujitsu Services will ensure these documents are also
reviewed and amended where necessary in accordance with the changes agreed.
3. HNG-X Application Roll Out — Transitional Period
3.1 Service Definition
See section 2.1 of this Third Line Support Service, Service Description.
The Third Line Support Service will assist in the recovery of Transactions from those Branches not yet
migrated to the HNG-X Application in circumstances where it has not been possible to deploy laptop data
retrieval and hence the relevant processor or processors have been recovered via the Engineering
Service to the Data Centre, as described in the CCD entitled: “Engineering Service, Service Description”
(SVM/SDM/SD/0002).
3.2 Service Availability
See section 2.2 of this Third Line Support Service, Service Description.
3.3 Service Levels and Remedies
See section 2.3 of this Third Line Support Service, Service Description and section 3.3.2 below.
For the periods in which the Banking Functions and/or any of the Horizon Applications (other than
Banking Functions) or Infrastructure Services are suspended in accordance with section 4.2.1.2 of the
CCD entitled “Service Management Service: Service Description” (SVM/SDM/SD/0007), measurements
of Fujitsu Services' performance in respect of all Service Levels detrimentally affected by such
suspension (in respect of those Horizon Applications and Services) shall be disregarded and Fujitsu
Services shall be released from those of its obligations in respect of those Horizon Applications and
Services which it is unable to perform as a result of such suspension.
3.4 Service Limits and Volumetrics
See section 2.4 of this Third Line Support Service, Service Description.
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3.5 Assets and Licences
See section 2.5 of this Third Line Support Service, Service Description.
3.6 Charges
See section 2.6 of this Third Line Support Service, Service Description.
3.7 Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Third Line Support Service, Service Description.
3.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Third Line Support Service, Service Description.
3.9 Business Continuity
See section 2.9 of this Third Line Support Service, Service Description.
3.10 Documentation Set Supporting the Service
See Section 2.10 of this Third Line Support Service, Service Description.
©Copyright Fujitsu Services Commercial in Confidence Ref: SVM/SDM/SD/0004
Limited 2010
Version. 3.0
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