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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Internal Distribution:
External Distribution:
Security Risk
Assessment Confirmed
Approval Authorities:
Name Role
Steve Beddoe Post
Services
Office Limited
Service Delivery Manager, IT
Engineering Service: Service Description
Service Description —- Contract Controlled Document
HNG-X, HNG-X Application Roll Out Transitional Period and Pre-
HNG-X Application Roll Out
Service description of the Engineering Service provided under
contract to Post Office Limited.
APPROVED
Leighton Machin, Service Delivery Manager, End User Services
As reviewers and approvers list.
As reviewers and approvers list.
YES, see section 0.8.
Signature
Senior
See Dimensions for record
Date
Leighton Machin Fujitsu
Service Operations
Services: Head of
See Dimensions for record
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 Security Risk Assessmen
1 SERVICE SUMMARY.
2 HNG-X..
2.1 Service Definition...
On-site replacement / repair of faulty equipment.
Repair and recycling of faulty equipment
Hardware asset tracking...
Local Area Network (LAN) support
Portable Appliance Testing.
Service Management..
Capacity Management.
2.2 Service Availability.
2.2.1 Standard Servi
2.2.2 Out of hours Service availabilit
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 _lauidated Damages Do Not Appl
2.3.6 Operational Level Targets.. seeeeeeee
2.3.7 Performance Metrics.
2.3.8 Design Targets.....
2.4 Service Limits and Volumetrics.
2.4.1 Prioritisation of Incidents
2.5 Assets and Licences.....
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
2.6.4 Equipment Replacement...
2.7 Dependencies and Interfaces with Other Operational Service:
2.8 Post Office Dependen
2.9 Business Continui'
2.10 Documentation Set Supporting the Service.
NNNNNNN
4
4
1
1
1
4
4
Noukwnoa
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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
14 19/10/06 Amendment to tables 1, 8 & 9 in line with CP 4298: Move Fujitsu I CP 4298
“B" priority Engineering calls to “C” Priority — Next Day Service &
operation changes as agreed with Adam Martin
12 30/01/07 Updated with correct date & review by details. Copyright &
accuracy statements removed
2.0 28/02/07 Issued for approval
24 06/10/08 ‘Amendments to SLT for A priority calls (Table 2) Changes to
reviewer list . 2.1.5.3 amended to reflect delay in PAT testing
2.2 21/11/08 Updated with comments from review.
3.0 25/11/2008 Agreed
34 21/7/2010 Updated to include CT07 18a (NTE2000 Maintenance and install) I CP4843 and
and CTO780 (Introduction of KVM switch) (CP4931/0381
32 01-Sep-2010 I Updated following review
40 26-Nov-2010 I Approval version
4A 22-Aug-2011 Updated to include BCR, MTBF and post HNG-X changes to the
Engineering Service Description
42 10-Mar-2012 ~ I Updated to include comments back from previous review and
include changes made to TfS
43 13-Mar-2012 I Updated to include changes from previous review
44 02-Apr-2012 Updated to include changes from previous review
5.0 03-Jul-2012 Approval version
54 07 Aug 2013 Updated to include details of C4298 (Introduction of POMS I CT1298,
Service Support) and CT1216 (Extended Engineering Hours
Service) and CP1026 (Epson Printer Single Counter Service I CT1216,
Uplift) P1025
5.2 24-Sep-2013 Updated to address internal review comments; issued for review
to Post Office Ltd
53 16 Oct 2013 Updated to reflect comments and changes made by POL in
previous review
60 29-Oct-2013 I Approval version
0.3 Review Details
Review Comments by
Review Comments to Leighton Machin
Mandatory Review
Role Name
Post Office Limited: Senior Service Delivery I Steve Beddoe
Manager, IT Services
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Post Office Limited: Commercial
Liz Tuddenham
Post Office Limited: IT and Change
David H Wright, Calum Ellison, Scott Somerside
Fujitsu Services: Commercial
Sarah Guest
Fujitsu Services: Engineering Service Delivery
Manager
Optional Review
Information Governance
Chris Harrison
Bill Membery
Operational Security
Brad Warren
Fujitsu Services: End User Services Delivery
Manager
Sandie Bothick
Fujitsu Services: Tower Lead - Networks
Alex Kemp
Fujitsu Services: Tower Lead — End User Services
Leighton Machin
Fujitsu Services: Tower Lead - Service I Nana Parry
Engagement and Development
Post Office Limited: Senior Service Delivery I Dave Hulbert
Manager, IT & Telephony
Post Office Limited: Commercial Sue Stewart
Issued for Information — Please restrict this
distribution 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 I 7.0 03 June 2011 Fujitsu Services Post Office Account I Dimensions
HNG-X Document Template
(DO NOT REMOVE) P
SVMISDM/PROI0004— I 3.0 21 June 2012 Definitions of Engineering Service Priority I Dimensions
and Local / Remote Locations
CON/MGM/005 2.0 05 February 2001 Post Office Ltd and Fujitsu Services I PVCS.
Business Continuity Interface Agreement
svM/sDM/PRO/0006-—I 5.0 14 January 2013 Service Level Target & Liquidated Damages I Dimensions
Exclusions
SVM/SDM/PROI0013— I 5.0 19 March 2012 Calculating Mean Time Between Failure and I Dimensions
Availabilty
SVM/SDM/SD/0014 5.0 16 February 2013 Operational Business Change (Branch I Dimensions
Change) Service: Service Description
SVM/SDM/SD/0003 3.0 08 October 2009 Data Centre Operations Service: Service I Dimensions
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Description
SVM/SDM/SD/0001 5.0 29 April 2013 Service Desk Service: Service Description I Dimensions
SVMISDM/PRO/0001 7.0 18 January 2012 Major Incident Process Dimensions
SVM/SEC/POL/0003 5.0 17 September 2009 POA Information Security Policy 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 Definition
BCR Bar Code Reader
BFPO. British Forces Post Office
BOP Back Office Printer
Business Management System
cmos Complimentary Metal Oxide Semi Conductor
cTo Counter Training Office
KPI Key Performance Indicator
LcD Liquid Crystal Display
MBCI Major Business Continuity incident
MTBF Mean Time Between Failure
PAT Portable Appliance Testing
POMS Post Office Managed Switch
SLT Service Level Targets
0.6 Glossary
Call-Out Charge Charge over and above the operational charge required for engineer call out, out of hours
Technical Courier Engineer employed directly by Fujitsu Services or its supplier(s) with responsibility for the swap out
of Branch equipment
0.7 Changes Expected
Expected changes should the HNG-X design or solution require amendment to the service provided by Fujitsu Services.
Post contract signature following agreement to any Draft Notes (DN) included within the document.
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
1.1. The Engineering Service comprises an on-site replacement or repair service, together with
associated backup, support and administrative functions, for Counter Equipment at Branches
and other designated Post Office locations, including CTOs or Head Office Counter Positions.
Where possible the Service Desk will provide resolution of Hardware faults, however any
Hardware faults which cannot be resolved will be passed to the Engineering Service to initiate
deployment of a Fujitsu Services Support Engineer with the exception of certain Bar Code
Reader calls whereby the Postmaster will have the option of selecting a postal fix which will be
managed via the Service Desk on behalf of Engineering Services.. Please see
(SVM/SDM/SD/0001) for details on process.
1.2. The Engineering Service shall comprise the following elements:
(a) On-site replacement of faulty Counter Equipment;
(b) Repair and recycling of faulty Counter Equipment;
(c) Limited Hardware asset tracking — base units only;
(d) Local Area Network (LAN) support;
(e) Portable Appliance Testing (PAT); and
(f) Service Management.
1.3. Fujitsu Services Support Engineers will be appropriately trained and the Engineering Service
shall include the use of Technical Couriers where Fujitsu Services considers it is appropriate
for such Technical Couriers to carry out the Engineering Service.
1.4. Maintenance and repair of the Counter Equipment involving on-site attendance at Post Office
premises by Fujitsu Services Support Engineers shall not interfere unduly with the ability of a
Branch to serve Customers, even where the Branch has only a single Counter Position and/or
extremely limited physical space.
Fujitsu Services shall carry out visits for maintenance or repair in accordance with the SLTs described
within section 2.3.5 of this Engineering Service, Service Description. However, the Branch Manager may
elect to defer a visit to a more convenient time and where practical it will be accommodated. For
example, in a larger Branch, if a fault occurs at the busiest time of day then the Branch Manager may
specify the earliest start time from which Fujitsu Services may carry out the maintenance or repair. In
such circumstances, the request for service shall be diagnosed fully but not carried out until after the
Branch Manager's preferred time of attendance. In this case the time in suspension shall not count
towards downtime as defined within section 2.3.5 of this Engineering Service, Service Description.
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2 HNG-X
2.1. Service Definition
2.1.1 On-site replacement / repair of faulty equipment
2.1.1.1. Upon determining that a fault has occurred, the Branch will contact the Service Desk providing
as much detail of the fault as possible when prompted by the Service Desk in accordance with
the CCD entitled “Service Desk Service: Service Description”. (SVM/SDM/SD/0001).
2.1.1.2. The Service Desk will obtain detail of the access times to the Branch from the User, which are
not necessarily linked to Branch opening times, and a visit by a Fujitsu Services Support
Engineer will be scheduled in accordance with:
(a) Whether the location of the Branch is classed as Local or Remote. Definitions of Local /
Remote locations are set out in the CCD entitled: “Definitions of Engineering Service
Priority and Local / Remote Locations” (SVM/SDM/PRO/0004); Branches designated as
Remote will attract Incident Urgency 3 for all incidents.
(b) I The severity of the Incident (Urgency 1 or Urgency 3), as set out in section 2.3.4.1.4
(Table 1) of this Engineering Service, Service Description; and
2.1.1.3. Prior to their first visit to any Branch, Fujitsu Services Support Engineers will undergo
successful security validation by Post Office.
2.1.1.4. Fujitsu Services Support Engineers visiting Branches to repair faults will provide proof of
identity to the Branch Manager or representative.
2.1.1.5. The Fujitsu Services Support Engineer will carry service exchange Hardware components and
will be trained in the fitting of such components.
2.1.1.6. The Fujitsu Services Support Engineer will assess and seek to diagnose the Counter
Equipment fault and, where possible, will rectify the fault through simple adjustment,
reconnection, cleaning or advice to Branch personnel.
2.1.1.7. Where there is a Hardware fault involving a faulty component, the Fujitsu Services Support
Engineer will exchange that faulty component with a replacement.
2.1.1.8. The Fujitsu Services Support Engineer will ensure that the Counter equipment is working
correctly prior to leaving the Branch
2.1.1.9. Fujitsu Services will provide secure systems access to the Fujitsu Services Support Engineers
to enable the resolution of Hardware faults.
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2.1.1.10. Fujitsu Services Support Engineers will at all times carry out work in compliance with current
Health and Safety legislation and adhere to Health and Safety Regulations referred to in
Schedule A4 of the Agreement.
2.1.1.11. In any circumstances where a Paypole and an associated PIN Pad both need to be repaired,
Post Office shall first repair the Paypole and then report the fact that the PIN Pad requires
repair to Fujitsu Services by telephone to the Service Desk. Following receipt of such a call
from Post Office, Fujitsu Services shall ensure that there is a properly functioning PIN Pad at
the location the fault was reported for.
2.1.2 Repair and recycling of faulty equipment
2.1.2.1. Where faulty Counter Equipment is replaced as part of the Engineering Service, Fujitsu
Services will, where economically viable, ensure that it is repaired and rendered fit for re-use in
the Branch Infrastructure.
2.1.2.2. Fujitsu Services reserves the right to inform Post Office that a particular item of Counter
Equipment is determined to be beyond economic repair and, in such circumstances, Fujitsu
Services shall not repair that particular item of Counter Equipment within the spares loop or
return it for re-use in the Branch Infrastructure.
2.1.2.3. Each item of Counter Equipment returned for repair will be examined, and the fault
determined. The fault will be repaired and the Counter Equipment will be cleaned and tested,
including a check for electrical safety.
2.1.2.4. Where base units have been replaced, Fujitsu Services will clean those base units of all data
and apply a new software build which consists of a single basic image which is updated
automatically when the unit is reinstalled.
2.1.2.5. Fujitsu Services may, at its discretion, use a third party to complete the repair works, which
may include, but is not limited to, the Counter Equipment manufacturer.
2.1.2.6. Fujitsu Services may cannibalise returned units to extend the life of the spares provision.
2.1.3 Hardware asset tracking
2.1.3.1. Fujitsu Services will ensure that all base units residing in Branches, Head Office Counter
Positions and CTO’s will be recorded, by serial number, as whole units (a PC base unit is
classed as one whole unit even though different components may be utilised for spares).
2.1.3.2. Fujitsu Services will record all serialised base unit assets and the exchange of serial numbers
as a result of service visits.
2.1.3.3. Fujitsu Services will record the serial number of any piece of Counter Equipment at the point of
repair to enable monitoring of the returns for multiple failures on a single piece of Counter
Equipment so as to identify rogue units to be removed from the spares loop.
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2.1.3.4. Notwithstanding sections 2.1.3.2 and 2.1.3.3 of this Engineering Service, Service Description,
Fujitsu Services will exercise contro! over all Counter Equipment including component parts
held by them on behalf of Post Office, at a level appropriate for the ongoing provision of the
service.
2.1.4 Local Area Network (LAN) support
2.1.4.1. Fujitsu Services will maintain the Counter Equipment within the Branch including, LAN hubs,
cabling and PC cross over leads.
2.1.4.2. Fujitsu Services may choose to sub-contract the maintenance of the LAN cabling to a third
party as appropriate.
2.1.4.3. Fujitsu Services will also maintain the NTE2000 Faceplates in situ at the Branch, including
replacement of the Faceplate itself and rectification of any incorrectly wired extensions. These
Faceplates will be supplied by Fujitsu at Post Office's cost.
2.1.5. Portable Appliance Testing
2.1.5.1. The Engineering Service provides for PAT to all relevant elements of the Branch Infrastructure
installed in Post Office Premises, to enable Post Office to meet its legal obligations in
accordance with the Electricity at Work Regulations 1989 and Electricity at Work Regulations
(NI) 1991 (S.R. 1991 No. 13) and BS 7671:1992, Requirements for Electrical Installation. In
doing so, Post Office will:
(a) Agree a schedule for the such testing;
(b) Facilitate and promote the importance of such testing and the ongoing responsibilities of
Post Office staff; and
(c) Facilitate access to equipment and other areas as required in order for Fujitsu Services
to carry out such PAT.
2.1.5.2. For the avoidance of doubt, PAT activity is not covered by any SLT described within section
2.3.5 of this Engineering Service, Service Description.
2.1.5.3. Fujitsu Services will undertake up to two (2) PATs over the life of the Agreement. These are
envisaged to be during 2011/12 and 2013/14 which will be specific PAT visits and not part of a
standard engineering visit.
2.1.5.4. Fujitsu Services may undertake the use of appropriately trained Technical Couriers to complete
one or both PATs.
2.1.6 Service Management
2.1.6.1 Pro-Active Incident Reduction
To ensure the number of Hardware failures is kept to a minimum, thereby mitigating risk to both Post
Office and Fujitsu Services in respect of the Mean Time Between Failure (MTBF) obligations described
below and in Schedule B3.4 of the Agreement as part of the standard service management process,
Fujitsu Services will pro-actively manage the spares and repair process to ensure, without limitation:
(a) Fail on fit incidents are kept to a minimum;
(b) I Counter Equipment is removed from the spares loop following three (3) failures and either
destroyed or refurbished whereby the same fault has been reported and is specifically related to a
failure of the Counter Equipment.
(c) Refurbishment of Counter Equipment / component parts within the spares loop is completed
where considered necessary to ensure continued operation; and
(d)___ MTBF degradation is mitigated.
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2.1.6.2 Continuity of Spares Supplies
Fujitsu Services will ensure that adequate spares provision exists for all Branch Infrastructure Hardware
components and will source new Hardware components of an equivalent specification, if required, to
ensure continuity of spares.
2.1.6.3 Continuous Service Improvement
Fujitsu Services will work closely with Post Office to identify and implement, where agreed, service or
cost improvement initiatives within the Engineering Service.
2.1.6.4 Service Reporting
Notwithstanding Fujitsu Services’ obligations for service level reporting described within section 2.3.1 of
this Engineering Service, Service Description, Fujitsu Services will report to Post Office as required on
the status of the Engineering Service and agree any actions as is felt necessary to ensure continuity of
the Engineering Service.
2.1.7 Capacity Management
The Engineering Service will be responsible for reviewing with the Capacity Management Service, the
forecasted traffic volumes to assess the future capacity requirements of the Engineering Service.
2.2 Service Availability
2.2.1 Standard Service
2.2.1.1 The Engineering Service will be available between the hours of 0800 to 2000 Monday to Friday
(inclusive) and 0800 to 1700 on Saturdays excluding all Bank Holidays, as applicable on a
regional basis within the United Kingdom.
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2.2.1.2 Subject to the provisions within section 2.2.2, in exceptional circumstances, where the Parties
agree, such agreement not to be unreasonably withheld, Fujitsu Services may choose to
provide the Engineering Service at no extra cost to Post Office outside of the hours described
in section 2.2.1.1 above.
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2.2.2 Out of hours Service availability
2.2.2.1. Under exceptional circumstances, Post Office may request the provision of the Engineering
Service outside the hours stated in section 2.2.1.1 of this Engineering Service, Service
Description, to provide on site engineering support for exhibitions, displays or conferences (a
“Show Event”), subject to additional cost as defined in section 2.6.3.2 of this Engineering
Service, Service Description.
2.2.2.2. Fujitsu Services will use commercially reasonable endeavours to provide such cover by
making available a Fujitsu Services Support Engineer at the designated location on a Call-Out
Charge basis with appropriate Hardware spares. Appropriate contact details and escalation
routes will be provided on a case-by-case basis.
2.2.2.3. Where Engineering Service cover is required for a Show Event where admission to that Show
Event is by security pass, Post Office must request additional Engineering Service cover with
sufficient notice to obtain two (2) passes. Where there is a charge for the passes, Post Office
must pay for two (2) passes for the duration of the Show Event.
2.3 Service Levels and Remedies
2.3.1. General Principles
The Engineering Service has prime responsibility for Service Level Targets (SLT) with and without
associated liquidated damages as set out in section 2.3.5 of this Engineering Service, Service
Description.
2.3.1.1 Service Level Reporting Measurement Periods
2.3.1.1.1 SLTs detailed in section 2.3.5 of this Engineering Service, Service Description, which do not
specify a measurement period shall be;
(a) Reported monthly via the SRB, and
(b) I Measured over a Service Level Measurement Period equating to a Post Office financial
quarter i.e.
o January to March;
co April to June;
o July to September;
o October to December.
2.3.1.1.2 The purpose of remedies (whether liquidated damages or any other remedy specified within
Schedule C1 of the Agreement) is that Post Office shall not be disadvantaged by failures of
Fujitsu Services to provide the Engineering Service to the agreed specification and reliability.
2.3.2 Service Level Relief
Where a Hardware Incident has been logged in accordance with section 2.1.1.1 of this Engineering
Service, Service Description and Fujitsu Services is unable to resolve the Incident due to any of the
reasons set out in the Joint Working Document entitled: “Service Level Target and Liquidated Damages
- Exclusions” (SVM/SDM/PRO/0006) measurement against the SLTs described within section 2.3.5.1.3
of this Engineering Service, Service Description will not occur.
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2.3.3
Counter
Equipment
Component
Rectification Plan
Single Counter
2 Counters
Multi Counter Branch
1 (if both counters non-
1 (if less than 50% counters
Base Unit / PHU 1 (if counter non-operational) operational) operational)
3 (otherwise) 3 (if one counter operational) 3 (otherwise)
Counter Printer 1°) 3 3
4 (if counter non-operational)
1 (if both counters non-
operational)
1 (if less than 50% counters
operational)
Monitor
3 (otherwise) 3 (otherwise) 3 (otherwise)
1 1 (if both PIN Pads non- I 1 (if less than 50% PIN Pads
PIN Pad operational) operational)
3 (otherwise) 3 (otherwise)
+ (counter non-operationaly I 1 @f Both counters non 1 (if less than 50% of counters
Keyboard i operational) are operational)
3 3 3
Bar Code Reader (BCR) 3 3 3
Back Office Printer (BOP) 3 3 3
Post Office Managed 3 3 3
Switch (POMS)
Internal Branch Comms
Faults (including Hub /
Router / Aerial / Faceplate
1 Wiring / QLT)
1 (if online services affected)
3 (otherwise)
See paragraph 7.1 of Schedule C1 of the Agreement.
2.3.4
Service Levels for which Liquidated Damages Apply
There are no Engineering Service SLTs for which liquidated damages apply.
2.3.5
Apply
2.3.5.1 Engineering Service: Time to Repair
2.3.5.1.1 Counter Equipment and LAN related Incidents which prevent an individual Branch from using
HNG-X Services shall be resolved in accordance with the following SLTs.
Service Levels for which Liquidated Damages Do Not
2.3.5.1.2 The location of each Branch is classified as either Local or Remote. All Branch changes may
be subject to operational business change as defined in the CCD entitled: “Operational
Business Change (Branch Change) Service: Service Description” (SVM/SDM/SD/0014). A new
Branch location will assume the same SLT as the one it replaces unless it is re-designated
within its Local or Remote status, in which case the SLT to be applied will be agreed with the
Post Office Branch Services Advisor. Definitions of Local and Remote locations are defined in
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Table 1.
* Fujitsu have agreed to upgrade all counter printer calls to Urgency 1 at single counter branches as part
of a service improvement initiative.
Because of this, there shall be no detrimental effect to Fujitsu from an SLA perspective in offering this
uplift in service.
- If the incident is resolved within the timescales of an Urgency 1, Priority 1 logged call (4hrs to
fix) then it shall contribute to the associated peripheral Urgency 1 SLT.
- Should the incident not be resolved within 4hrs, but completed before the current contractual
SLA expires (End of Next Business Day) then the incident shall contribute to the Urgency 3 SLT
- Only in the event that a call is not completed by the end of the next working day will it count as
an SLA failure against the Urgency 3 SLT.
Whilst this is being introduced on a reasonable endeavours basis, Fujitsu will implement a KPI with their
suppliers that target them at achieving a 80% success rate for incidents that are subject to this uplift in
service.
Table 2
Urgency 1 SLA Table - Standard Service
SLT 14 93% Combined response SLA from point incident is logged at the Horizon Service
Desk (3hrs)
SLT2a 93% Peripheral end to end incident to fix SLA from the point the call is logged by
the Horizon Service Desk (4hrs)
SLT2b 88% Base Unit end to end incident to fix SLA from the point the call is logged by
the Horizon Service Desk (6hrs)
94% Combined end to end incident to fix SLA from point incident logged at HSD
KEV: 1 = URGENCY 1 (3Hr Time To Site Response) 3 = URGENCY 3 (Next Business Day Service)
* IFujitsu have agreed to upgrade all counter printer calls to Urgency 1 at single counter
bran As part of a service improvement i
(8hrs)
93% Combined subsequent response SLA (3hrs from point previous visit is
completed)
SLT 4
Urgency 3SLA Table - Standard Service
SLT1 93% resolved by 20:00 next working day (17:00 Saturday)
ay Tod buoaaed wadine dosobos oy
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I SLT2
All service levels will be applicable across the hours of the extended engineering service, and as
part of the extension to the service hours of support, the service levels in Table 2 above shall
apply.
For clarification, the word combined is used in the table above to include both incidents logged as
a Base Unit call (SLT2b) and as a Peripheral call (SLT 2a) within that respective SLT calculation.
Table 3
Hardware Product Types for determining SLT 2a and 2b allocation
Base Unit Hardware Peripheral Hardware
Fixed Counter Base Units Counter Printers
Portable Hosted Units Keyboards
Branch Router Monitors
Hubs
Pin Pad
Post Office Managed Switch, Bar Code Readers and Back Office Printers do not attract any
Urgency 1 allocation so are not included within this table
2.3.6 Operational Level Targets
Operational Level Agreements are in place within the internal support groups in order to support the
overall customer SLA
2.3.7 Performance Metrics
There are no performance metrics formally associated with the Engineering Service.
2.3.8 Design Targets
There is no design targets associated with the Engineering Service.
2.4 Service Limits and Volumetrics
2.4.1 Prioritisation of Incidents
2.4.1.1 Should Post Office wish to amend any of the Incident priorities set out within section 2.3.5.1.4
(Table 1), such percentage change shall be made in accordance with the principles of
paragraph 5.1 of Schedule D1 of the Agreement and calculation of the percentage change will
be in accordance with the CCD entitled "Calculating Mean Time Between Failure and
Availability" (SVM/SDM/PRO/0013) and shall be agreed in accordance with the Change Control
Procedure.
2.5 Assets and Licences
2.5.1 Assets
Assets relevant to the Engineering Service are set out within the Asset Register. Engineering Services
are responsible for the management of all assets associated with providing these services.
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2.5.2 Licences
Engineering Services are responsible for the management of all licences associated with providing these
services
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
The Engineering Service Operational Variable Charge is calculated against the number of Counter
Positions within the Post Office estate, including Training Counters, NBSC and Head Office Counter
Positions at a price per Counter Position as defined in Schedule D1 of the Agreement.
2.6.3 Additional Operational Variable Charge
2.6.3.1 Should any item of Counter Equipment with the exception of the Epson Printer in the Branches
or other designated sites reach a degradation in the MTBF of 50% against the actual
component MTBF agreed between Post Office and Fujitsu Services for the September 2010
baseline, Post Office shall replace that piece of Hardware or pay to Fujitsu Services the
increased cost of support incurred by Fujitsu Services in respect of the Fujitsu Services
Support Engineer charges and the cost of the spare / repair for that particular Counter
Equipment component as defined in Schedule D1 of the Agreement.
For the Epson counter printer:
1. Up to and including August 2010, the excess swap calculation shall be based on the
original baseline MTBF with a 20% degradation allowed for.
2. At the end of August 2010, the calculation of the MTBF as described in section 2.2 of this
CCD shall be waived and a new baseline MTBF shall be introduced based on the rolling
MTBF as it is calculated for the month of May 2010 (i.e. 7.37).
3. From September 2010 onwards, the excess swap calculation shall be based on the new
baselined MTBF as reset in point 2 above (i.e. 7.37) but with a 50% degradation allowed
for.
This is also covered in more detail in “Calculating Mean Time Between Failure and Availability”
(SVM/SDM/PRO/0013)
2.6.3.2 Where the out of hours service is provided, as described in section 2.2.2 of this Engineering
Service, Service Description, other than as set out in the CCD entitled "Operational Business
Change (Branch Change) Service, Service Description" (SVM/SDM/SD/0014), Post Office will
pay an additional charge based on providing Engineering Service during this period. The
charge will be calculated as follows:
(a) A service provision charge will be chargeable for each calendar day where cover is
required for a period not exceeding eight (8) hours within that calendar day. Where the
period of cover exceeds eight (8) hours in any one day, a further Service Provision
charge will be chargeable on a pro-rata basis. The Service Provision charge will be
equivalent to the Call-Out Charge detailed Schedule D1 of the Agreement; and
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(b) Additionally, where an engineer is required to attend site out of hours, an hourly charge
will be levied for the engineer time incurred travelling and attending the site. When the
cover is provided wholly or partly over a local or National Bank Holiday period, the Bank
Holiday engineer and Call-Out Charges stated in Schedule D1 of the Agreement will
apply during that period.
2.6.4 Equipment Replacement
2.6.4.1 Costs for replacement of the CMOS battery in the base units are included within the standard
service costs as this replacement will take place during normal engineering visits and not part
of a scheduled roll out.
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
Engineering 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 The Service Desk Service
The Service Desk Service passes Incidents to the Engineering Service. If the scope of the Engineering
Service changes, the Service Desk Service will be required to pass Incidents to an alternative Service
Provider.
The Service Desk Service also provide a postal support service for Bar Code Reader calls as an
alternative to sending the call to engineering. Where this service is requested by the Postmaster, the
replacement part is mailed to branch for the Postmaster to install themselves rather than by sending an
engineer. This is covered by CCN1301b. Assuming that the criteria laid out as per the CCN are met,
then each call which is resolved via this method rather than using the engineering service will invoke a
credit which will be paid to POL monthly at the level described at that time.
2.7.1.2 OBC (Branch Change) Service
The Engineering Service supports the OBC (Branch Change) Service. If the scope of the Engineering
Service changes, the alternative Service Provider will support the OBC (Branch Change) Service.
2.7.1.3 Branch Network Service
The Engineering Service supports the Branch Network Service. If the scope of the Engineering Service
changes, the alternative Service Provider will support the Branch Network Service.
2.7.1.4 Security Management Service
The Engineering Service will support the Security Management Service in ensuring the appropriate
levels of security are met in respect of access to Post Office Premises. If the scope of the Engineering
Service changed, an alternative Service Provider would have to take over this role.
The Engineering Service will also support the Security Management Service and Post Office Limited in
meeting the contractual Security Requirements, and in assisting with any audit requirements.
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2.7.1.5 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 Engineering Service changed, the Service
Management Service may have to take over this role.
2.7.1.6 Service Management Service
If the scope of the Engineering Service changed, the Service Management Service may have to take
over the role of managing the alternative Service Provider.
2.8 Post Office Dependencies and Responsibilities
2.8.1 In addition to the generic Post Office responsibilities set out in Schedule A5 of the Agreement,
the Engineering Service will only be initiated by a fault reported to the Service Desk by either
Post Office, the Branch or internal Fujitsu Services delivery departments.
2.8.2 Post Office will provide the Fujitsu Services Support Engineer access to the Branch within the
agreed access times as agreed between the Service Desk and the caller. Post Office
undertakes to release a minimum of 200 Counter Positions per annum from 2009 to
supplement the Fujitsu Services spares provision, unless otherwise agreed in accordance with
the Change Control Procedure.
2.8.3 Post Office undertakes where reasonably required by Fujitsu Services, to complete security
checking of Fujitsu Services Support Engineers.
2.8.4 Post Office will ensure that a site representative, having made reasonable enquiries, informs
Fujitsu Services Support Engineers of any risks present in the workplace.
2.8.5 Post Office shall comply with its obligations pursuant to section 2.1.5.1 of this Engineering
Service, Service Description.
2.8.6 Post Office may disconnect and reconnect PIN Pads, where necessary, when repairing
Paypoles. In such circumstances, disconnection and reconnection of PIN Pads shall be in
accordance with operational procedures specified by Fujitsu Services documented in the CCD
entitled; “PIN Pad Technical Installation Training Guide” (IM/MAN/022)
2.8.7 Where Post Office requests out of hours Engineering Service cover for a Show Event in
accordance with section 2.2.2 of this Engineering Service, Service Description, Post Office will
provide and pay for two (2) passes for Fujitsu Service Engineering Service cover to obtain
access to the Show Event in accordance with section 2.2.2.3 of this Engineering Service,
Service Description.
2.8.8 Post Office Limited need to provide details of scheduled audits, Health Checks, Penetration
tests and security requirements in relation to Engineering services.
2.9 Business Continuity
2.9.1 Fujitsu Services is responsible for maintaining business continuity arrangements for the
Engineering Service and sharing this information with Post Office as requested. Such
arrangements include emergency resource management mechanisms in the event of any
localised Incident or disaster, alternative mechanisms for support engineer communications,
the storage and provision of spares and call management.
2.9.2 Fujitsu Services and Post Office Business Continuity Managers, will agree a plan of action in
accordance with the Major Business Continuity Incident (MBCI) Management Process as
defined in the Working Document entitled: “Major Incident Process” (SVM/SDM/PRO/00071).
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2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Engineering Service, Service Description supports the
delivery of the Engineering Service. Should any elements of the Engineering Service be changed
following agreement with Post Office, Fujitsu Services will ensure these documents are also reviewed
and amended where necessary in line with changes agreed.
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