Fe)
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FUJ00002444
FUJ00002444
Definitions of Engineering Service Priority and Local / Remote
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Internal Distribution:
External Distribution:
Security Risk
Assessment Confirmed
Approval Authorities:
Definitions of Engineering Service Priority and Local / Remote
Locations
Process — Contract Controlled Document
HNG-X Release Independent
Defines postal zone locations for which the location of PO branches
is classified as Remote
APPROVED
Jan Ambrose, Fujitsu Services
N/A
N/A
YES, security risks have been assessed, see section 0.8 for details.
Name Role Signature Date
Mark Weaver Post Office: Senior Service
Delivery Manager
Mark Gordon Fujitsu Services: EUS Tower
Lead, POA
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL. 2
0.1 Table of Contents. 2
0.2 Document History. 3
0.3 Review Details.. 3
0.4 Associated Documents (Internal & External). 4
0.5 Abbreviations. 4
0.6 Glossary... 4
0.7. Changes Expecte 4
1 SUMMARY.......c:ccssscsessessesesesessessssessessnsesacassesessescocsseesenenenteceetsensnsesesssensesaseseneceee 5
DEFINITION AND PROCESS.
2.1 Remote Locations.........sses0
3 CALCULATING SERVICE LEVEL PERFORMANCE..
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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 10/11/08 For review
1.0 06/02/07 Reference to Branch Network incidents removed and document
issued for approval
14 22/12/08 To include PA21 and PA22 as remote locations
2.0 21/01/09 For approval
24 11/04/12 To include changes due to TfS migration
3.0 15/06/12 For approval
0.3 Review Details
Review Comments by
Review Comments to
Mandatory Review
Role Name
Post Office: Commercial Liz Tuddenham
Post Office: Service Delivery Mark Weaver
Fujitsu Services: Commercial Tim Healy
Fujitsu Services: Service Management Mark Gordon
Role Name
Fujitsu Services: Service Management Leighton Machin
Fujitsu Services: Service Engagement Suzie Appleby-Robbins
Issued for Information — Please restrict this
distribution list to a minimum
Position/Role Name
(*) = Reviewers that returned comments
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0.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PGM/DCM/TEM/0001 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.
0.5 Abbreviations
Abbreviation Definition
ccD Contract Controlled Document
SLT Service Level Target
0.6 Glossary
Term Definition
0.7 Changes Expected
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Definitions of Engineering Service Priority and Local / Remote
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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.
BT47“* BT48 *** BT49 “** BT54 6RT BT81 *** (excluding BT81 7AA)
BT82*"*
DG6 *** DG7 *** DG8 *** DG9 ***
Hs
(v21 *** 1V22 *** 1v23 *** 1v24 *** V25 “** 1V26
\v27 *** IV28 *** 1v40 *** v41 *** IV42 “* Iv43
1V44 *** IV45 “** 1V46 *** 47 *** IV48 “** Iv49
1v51 *** IV52 *** IV53 *** 1V54 *** IV55 *** IV56 ***
KAQ7 *** KA28 **
KW“
PA20 *** PA21 *** PA22 *** PA28 *** PA29 *** PA30 ***
PAS1 *** PA32 *** PA33 *** PA34 *** PA35 *** PA36 ***
PA37 *** PA38 *** PA39 *** PA41 *** PA42 *** PA43 ***
PA44 *** PA45 *** PA46 *** PA47 *** PA48 *** PA49 ***
PA6O *** PA61 *** PA62 *** PA63 *** PA64 *** PA65 ***
PA66 *** PA67 *** PA68 *** PA69 *** PA70 *** PA72 ***
PA73 *** PA75 *** PA76 *** PA77 *** PA78 *** PA81***
PA82 *** PA85 ***
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 +
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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 urgency 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 urgency 1 or 3 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 urgency 3.
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