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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: For Approval
Author & Dept: Steve Parker, SSC
External Distribution: POL, including approver
Security Risk YES, none identified.
Assessment Confirmed
Approval Authorities:
Name Role ignature Date
Graham Welsh Tower Lead Business & See Dimensions for record
Application Services
Steve Beddoe Post Office: Senior Service See Dimensions for record
Delivery 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
SERVICE SUMMARY.
1 HNG-X services.
.2 Cloud Services.
Service Definition....
1 Support for Operational Services.
2 Local Fujitsu Services POA Database an:
.3 Service Management Portal Development and Support.
4 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 Apply.
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 Operat
2.8 Post Office Dependencies and Responsibilities...
2.9 Business Continuity......
2.9.1 Maintaining Access to Data and System:
nal Service:
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3 CLOUD SERVICES.
3.1 Salesforce...
4 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
3.1 27/12/12 Refresh of document N/A
Changes as a result of CCN1270 POLSAP
4.0 07/01/13 Containing comments received N/A
Reinstated section 2.5.2 on licences
Removed sentence in 2.6.2 on notice period
Issued for approval
0.3 Review Details
Review Comments by :
Review Comments to Steve Parker
Mandatory Review
Role Name
Commercial Manager Tim Healy
Lead Service Delivery Manager Yannis Symvoulidis
Service Architect Steve Godson
POL Commercial Manager Liz Tuddenham (POL, via Post Office Account Document
Management)
Optional Review
Issued for Information — Please restrict this
distribution list to a minimum.
Position/Role Name
0.4 Associated Documents (Internal & External)
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jerence Version Date Title Sou
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
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
SVM/SDM/PLA/0003 HNG-X Business Continuity Test I Dimensions
Plan
SVM/SDM/SIP/0001 HNG-X Business Continuity Dimensions
Framework
SVM/SDM/PRO/0025 RMGA Customer Service Dimensions
Problem Management Process
Details
SVM/SDM/PRO/0018 RMGA Customer Service Incident I Dimensions
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Management Process
SVM/SDM/PRO/0001 RMG BU Operations Major Dimensions
Incident Procedure
SVM/SDM/PRO/0007 PODG Client File Re-Send Dimensions
Service — Joint Working
Document”
SVM/SDM/SD/1977 Salesforce Support Service: HNG I Dimensions
Service Description
SVM/SDM/PRO/0875 End to End Application Support Dimensions
Strategy
COM/MGT/REP/0001 Transfer Asset Register Dimensions
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
KEL Known Error Log (Support knowledge base)
Peak Fujitsu services incident and release management system
POA Fujitsu Services Post Office Account
PODG Post Office Data Gateway
POLFS Post Office Limited Financial System
SMC Systems Management Centre
SMP. Service Management Portal
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
0.7. Changes Expected
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Expected changes should the HNG-X design or solution require amendment to the service provided by Fujitsu
Services.
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 3" line application support functions using
operational staff who are fully trained to carry out this service.
1.1 HNG-X services
Technical support when required to the following HNG-X Operational Services:
(a) Service Desk Service;
(b) Systems Management Service;
(c) Data Centre Operations Service;
(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;
L()) Engineering Service;
(k) Management Information Service; and
(l) Reconciliation Service;
The investigation and resolution of new Software Incidents within the Branch Infrastructure.
The production and authorisation of workarounds and updates to entries within the KEL.
Local Fujitsu Services POA Database and Intranet Development.
Support Service Management Portal Development and Support.
Support for business continuity testing where this is required.
Development and support for internal Fujitsu Services POA applications and support tools.
The Third Line Support Service will receive solutions developed by the Application Support Service
(Fourth Line) to resolve Incidents.
1.2 Cloud Services
Salesforce Support Service: Provision of application support related to the PerspecSYS software used
as part of the Salesforce managed service.
2 HNG-X
2.1 Service Definition
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2.1.1 Support for Operational Services
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
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.
The Third Line Support Service will provide information for, and maintain the Known Error Log (KEL).
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
The Third Line Support Service provides technical support to the Data Centre Operations Service to
assist in the resolution of operational Incidents.
The Third Line Support Service does not provide technical support to the POLSAP service described in
Annex B of the Data Centre Operations Service Description.
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 application support service does not directly support branch
routers since no POA written applications run on these network appliances.
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)
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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
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.
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2.1.1.14 Production of workarounds
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.
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.
2.1.2 Local Fujitsu Services POA Database and Intranet
Development and Support
The Third Line Support Service will provide support for the development and support of internal Fujitsu
Services POA databases and Intranet services required to provide reporting and management
information (where this is not available from the HNG-X Central Infrastructure). These include (but are
not restricted to):
« KEL Web Service
e Peak incident management Web Service
e PODG reporter Web Service
2.1.3 Service Management Portal Development and Support
The Third Line Support Service will provide support for the development and support of Fujitsu Services
POA intranet and the relevant portal arrangements which allow data to be available to the Service
Management Portal accessible to Post Office.
2.1.4 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: “HNG-X Business Continuity
Framework” (SVM/SDM/SIP/0001).
2.2 Service Availability
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 and 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
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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 to this 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.
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.
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2.5 Associated Assets and Licences
2.5.1 Assets
Assets relevant to the Third Line Support Service are set out within the Transfer 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
The Third Line Support Service Operational Variable Charge is calculated against the number of POL
Service Types supported as set out in paragraph 2.7 of Schedule D1 of the Agreement.
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
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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.
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
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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).
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” (SVM/SDM/PLA/0001).
2.9.1 Maintaining Access to Data and Systems
2.9.1.1. Incident Management System
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.
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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 suitably 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 Business Continuity Test Plan”
(SVM/SDM/PLA/0003).
3 Cloud Services
3.1 Salesforce
Salesforce Support Service: Provision of application support related to the PerspecSYS software used
as part of the Salesforce managed service.
4 Documentation Set Supporting the Service
The document set listed in section 0.4 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.
©Copyright Fujitsu Services FUJITSU RESTRICTED Ref: SVM/SDM/SD/0004.
Limited 2013 (COMMERCIAL INCONFIDENCE) Version: 4.0
UNCONTROLLED IF PRINTED OR LOCALLY __ Date: 18-02-2013
STORED
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