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Document Title: Management Information Service: Service Description
Document Type: Service Description —- Contract Controlled Document
Release: HNG-X
Abstract: Service Description for the Management Information Service as
provided under contract to Post Office
Document Status: APPROVED
Originator & Dept: Mark Jones: Fujitsu Services
Internal Distribution: (For Originator to distribute following approval)
External Distribution: (For Document Management to distribute following approval)
ities: (See PGM/DCM/ION/0001 for Approval roles)
Approval Authorities
Name Role Signature Date
Steve Beddoe Post Office: Senior IT Services
Manager
Leighton Machin Fujitsu: Head of End User
Services, POA
Mark Arnold Fujitsu: Head of Business
Management
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0 Document Control
0.1 Review Details
Review Comments by
Review Comments to : Mark.L Jones. POA Document Management
Mandatory Review
Post Office: Senior IT Services Manager Steve Beddoe
Post Office: Commercial Liz Tuddenham
Fujitsu : Commercial Manager Sarah Guest
Fujitsu : Head of Business Management Mark Arnold
Fujitsu : Head of End User Services Leighton Machin
Optional Review
Fujitsu : Security Tom Lillywhite
Fujitsu : Head of Business and Application Services Nana Parry
Fujitsu : Information Analyst Jan Ambrose
Fujitsu : SSC Manager Steve Parker
Issued for Information — Please restrict this distribution
list to a minimum
(* ) = Reviewers that returned comments
0.2 Associated Documents
Reference Version Date Title Source
SVM/SDM/SD/0003 3.0 og/10/2009 ‘I Data Centre Operations Service: Service Dimensions
Description
SVM/SDM/SD/0017 30 ys/012010 I Security Management Service: Service Dimensions
Description
SVMISDM/PRO/O017 10 27/07/2009 I Transaction Time Benchmarking, Joint Working _I Dimensions
Document
SVMISDM/PRO/0018 50 06/07/2011 I RMGA Operations incident Management Dimensions
Procedure
SVM/SDM/SD/0007 20 05/11/2010 __I Service Management Service, Service Dimensions
Description
TST/GEN/STG/0001 2.0 2104/2008 __ I HNG-X Testing Strategy Dimensions
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
N.B. Printed versions of this document are not under change control.
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0.3 Abbreviations/Definitions
Abbreviation Definition
ARQ Audit Retrieval Query
FTMS File Transfer Management Service
Miscellaneous Data Queries Ad-hoc MIS data requests received from Post Office outside of the contractual or regular MIS
provision
SRB Service Review Book
Transaction Time An allowance in time given for a component element of a Transaction time which cannot be
Benchmarking Credits regularly measured during a Transaction time benchmark exercise, for example, the speed of the
network
0.4 Changes in this Version
Version Changes
14 Removal of reference to Money Laundering and Multiple Transactions Reports as these are no
longer provided to POL. Ceased at S50. This has been confirmed by POL (Jane Smith)
22 Incorporation of comments against version 2.1 ; removal of reference to the SRB Annex
23 Update to Fujitsu approvers and reviewers only. Re-circulated for internal review only due to staff
changes.
3.0 Approved version
34 Incorporation of charges for Additional Superstock Reports in respect of the Superstock Service,
(CP5007 (0451).
32 Removal of reference to Automated Payments Service
33 Amended list of Reviewers due to personnel changes at Fujitsu ; amendments to reflect service
provided following introduction of Horizon Online (HNG-X) solution ; remove reference to the
Service Management Portal
40 Approval version
44 Removed reference to Service Management Portal
42 Re- introduced reference to Service Management Portal
43 ‘Add section for Business Continuity ; remove “time” from Transaction Benchmarking Service as
this is a contractual term ; re-instate Heading numbers
5.0 Approval Version
0.5 Changes Expected
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0.6 Table of Contents
1 SERVICE SUMMARY.
1.1 Component services..
1.2 Staff and delivery.
1.3. Exclusions...
2
21
2.1.1. The Service Review Bool
2.1.2 Miscellaneous Data Querie:
2.1.3 Supporting Liquidated Damages Calculation:
2.1.4 Service Management Portal..
2.1.5 Service Management...
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
2.3.5 Operational Level Target:
2.3.6 Performance Metrics.
2.3.7 Design Targets...
2.4 Service Limits and Volumetrics.
2.5 Assets and Licences.
2.5.1 Assets.
2.5.2 Licence:
2.6 Charges...
2.6.1 Operational Fixed Charge..
2.6.2 Operational Variable Charge.
2.6.3 Additional Operational Variable Charges
2.7. Dependencies and Interfaces to Other Operational Services.
2.8 Post Office Dependencies and Responsibilities...
2.9 Business Continuity...
2.10 Documentation Set Supporting the Service.
O00 0DHDDDHDDDMOMVNNYNNYNNDDDOD
3 ANNEX A: TRANSACTION BENCHMARKING SERVICE.
3.1. HNG-X.
3.1.1 Summary.
3.1.2 Service Definition.
3.1.3 Service Levels and Remedie:
3.1.4
3.1.5
10
Service Availability...
Post Office Dependencies and Responsi
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1. Service Summary
1.1 Component services
The Management Information Service provides to Post Office, performance reporting and
management information relating to the Services.
(a) The delivery to Post Office of the monthly Service Review Book as detailed in
section 2.1.1 of this Management Information Service, Service Description;
(b) The delivery to Post Office of supporting information in relation to liquidated
damages detailed in section 2.1.3 of this Management Information Service, Service
Description;
(c) The delivery to Post Office of management information in relation to Miscellaneous
Data Queries which may be received by Fujitsu Services, as detailed in section 2.1.2
of this Management Information Service, Service Description;
(d) The provision of the Service Management Portal to enable Post Office to access
updates to service performance and Service Level Targets and
(€) The provision of the Transaction Time Benchmarking Service, as set out in section 3
(Annex A) of this Management Information Service, Service Description.
1.2 Staff and delivery
Staff utilised for the Management Information Service will have the necessary skills to provide
statistical and data analysis appropriate to the Management Information Service.
The delivery of the Management Information Service to Post Office may be via electronic medium,
(FTMS or e-mail), compact disk (CD) or paper as agreed between Post Office and Fujitsu Services.
1.3. Exclusions
ARQ (Audit Retrieval Queries) will not form part of the Management Information Service and are
covered separately under the Security Management Service as detailed in the CCD entitled:
“Security Management Service, Service Description” (SVM/SDM/SD/0017).
Information in respect of prosecution support cases will not form part of the Management Information
Service. Any information required of this nature should be directed to the Security Management
Service as defined in the CCD entitled: “Security Management Service, Service Description”
(SVM/SDM/SD/0017).
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2 HNG-X
2.1. Service Definition
2.1.1 The Service Review Book
The SRB is the primary input into the Service Management Relationship and will record a summary
of operational Services provided in the preceding calendar month. In doing so, Fujitsu Services will:
Deliver the SRB to Post Office within ten (10) Working Days of the end of the relevant calendar
month. The SRB will contain Service Level Target data as follows: monthly SLT achievement
reported over the previous 13 (thirteen) calendar months in the following format:
e SLT achievement, with the exception of all Data Services SLTs (Data File
Delivery and Logistical Feeder Service), as detailed in the CCD entitled: “Data
Centre Operations Service, Service Description” (SVM/SDM/SD/0003), shall be
reported to one (1) decimal place; and
« SLT achievement for Data Services SLTs shall be reported to two (2) decimal
places.
SLT achievement will be colour coded as follows:
(a) green: SLT met — no issues to report;
(b) amber: SLT missed — one off incident with action plan in place or not required; and
(c) red: SLT missed — root cause unknown at this point or no action planned to resolve
the issue and could re-occur.
Management summaries for each of the operational services — which were originally included in the
Service Review Book - will be delivered to Post Office as separate documents or presentations at an
agreed time each month.
2.1.2 Miscellaneous Data Queries
Post Office will be entitled to request and receive data from Fujitsu Services in addition to that
described within sections 2.1.1 of this Management Information Service, Service Description.
If the Post Office intends to make a request, it will submit a Miscellaneous Data Query request via
the Fujitsu Services ‘ad-hocPostOfficeAccount’ mailbox.
Fujitsu Services will log all Miscellaneous Data Query requests for future reference and audit
requirements.
2.1.3 Supporting Liquidated Damages Calculations
On a monthly basis Fujitsu Services will provide Post Office with the data that has been used by
Fujitsu Services to calculate the financial payments associated with any liquidated damages.
Post Office will advise Fujitsu Services if it considers any payment to be incorrect and both Parties
will attempt to resolve any dispute at the operational level.
If a dispute cannot be resolved at the operational level, the issue will be escalated to the Service
Management Relationship for discussion and resolution.
2.1.4 Service Management Portal
Fujitsu Services shall supply Post Office with real time access to available management information
reporting via the Service Management Portal (SMP).
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2.1.5 Service Management
2.1.5.1 Continuous Service Improvement
Post Office and Fujitsu Services will, as part of ITIL service management best practice work together
to identify opportunities for elimination of duplicated effort and rationalisation of processes with the
aim of delivering improved efficiency and / or cost savings as referred to in section 1.4 of the CCD
entitled "Service Management Service, Service Description" (SVM/SDM/SD/0007).
2.2 Service Availability
The Management Information Service will be available from 9:00hrs to 17:30hrs Monday to Friday
excluding Bank Holidays.
2.3 Service Levels and Remedies
2.3.1 General Principles
The performance of the Management Information Service against the Operational Level Targets
(OLT) applicable in respect of the Management Information Service shall be reviewed via the
Service Management Relationship.
The values applicable to each of the Management Information Service OLTs are identified within
section 2.3.5 of this Management Information Service, Service Description.
2.3.2 Service Level Relief
This section is not applicable to the Management Information Service.
2.3.3 Rectification Plan
See section 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.
2.3.5 Operational Level Targets
Table 1
Report Title
Service Review Book Close of business the 10" Working Day following the
calendar month being reported
Miscellaneous Data Query By mutual agreement depending on the complexity
of the query, and following receipt by Fujitsu
Services of a specific Purchase Order from POL
authorising payment for the work days required.
Where circumstances outside the normal course of business impact on the timing of provision of a
Management Information Service report to Post Office then such report shall be provided to Post
Office as soon as reasonably practical after the end of the period covered by the report. Fujitsu
Services shall notify Post Office as soon as reasonably practicable after becoming aware of
circumstances that will delay preparation or provision of a Management Information Service report.
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2.3.6 Performance Metrics
The performance metrics associated with the Management Information Service are the Operational
Level Targets described in 2.3.5 above.
2.3.7 Design Targets
There are no design targets associated with the Management Information Service.
2.4 Service Limits and Volumetrics
There are no specific service limits or volumetrics associated with the Management Information
Service. If in order to comply with a Miscellaneous Data Query request, the Management Information
Service is unable to complete the request, and Fujitsu Services, acting reasonably, expects to incur
additional incremental costs, i.e. resource or systems costs, the Management Information Service will
discuss the detail with Post Office and agreement will be reached as to the extent of the data to be
supplied by the Management Information Service or any additional cost to be agreed by Post Office
prior to the request being actioned.
2.5 Assets and Licences
2.5.1 Assets
There are no assets specific to the Management Information Service.
2.5.2 Licences
The Management Information Service will ensure that all third party software licences from time to
time required by Fujitsu Services to provide the Management Information 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 Management Information 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
There are no operational variable charges applicable to the Management Information Service.
2.6.3 Additional Operational Variable Charges
Additional Operational Variable Charges may be agreed between Post Office and Fujitsu Services on
an ad hoc basis in respect of Miscellaneous Data Requests where an incremental resource or
systems cost may be incurred by Fujitsu Services in carrying out the request, as described in section
2.4 of this Management Information Service, Service Description.
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2.7 Dependencies and Interfaces to Other Operational
Services
Any changes agreed between Post Office and Fujitsu Services to the scope or availability of the
Management Information Service and/or any of the other Operational Services will be agreed in
accordance with the Change Control Procedure. As at the Amendment Date, this Management
Information Service interfaces with all of the Operational Services.
2.8 Post Office Dependencies and Responsibilities
In addition to those Post Office responsibilities set out in Schedule A5 of the Agreement, Post Office
will make Miscellaneous Data Query requests using the standard Miscellaneous Data Query request
form via the agreed route as described in section 2.1.2 of this Management Information Service,
Service Description.
2.9 Business Continuity
In the event that access to live systems and tools is unavailable in the primary Management
Information Service site, the service will use suitably configured laptops and support the system from
home addresses.
2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Management Information Service, Service Description,
supports the delivery of the Management Information Services. Should any elements of the
Management Information 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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3 Annex A: Transaction Benchmarking Service
3.1 HNG-X
3.1.1 Summary
The Transaction Benchmarking Service provides a measure of transaction time performance for an
agreed set of transactions which may be varied at any time subject to the Change Control Procedure
and agreement between Post Office and Fujitsu Services. The Working Document entitled:
“Transaction Time Benchmarking Process” (SVM/SDM/PRO/0017) gives details of these
transactions.
Performance measurement (or transaction time benchmark evaluation) is limited to the Business
Capabilities and Support Facilities of the nominated transactions, no account being taken of any
manual or human/computer interface components.
For the avoidance of doubt, this Transaction Benchmarking Service shall not include the provision of
video transaction time benchmarking.
3.1.2 Service Definition
Transaction time benchmark evaluation shall be carried out in accordance with the method described
in the Working Document entitled: “Transaction Time Benchmarking Process”
(SVM/SDM/PRO/0017).
Transaction time benchmark evaluations shall be auditable at all stages of the process.
Documents to be retained include:
(a) _ the data giving the record times of the transaction time benchmark test transactions;
(b) aspreadsheet comprising the processed transaction time benchmark results, the
data captured from the timing exercise and the intermediate processing, including
any agreed revision made thereto following review by Post Office; and
(c) _ the test scripts.
Such documents shall be retained for a period of seven (7) years from the date of the relevant
transaction time benchmark.
Transaction time benchmark evaluations shall be supported by this document and the performance
statement Fujitsu Services shall provide to Post Office in writing arising out of each evaluation
undertaken in accordance with the Working Document entitled: “Counter Transaction Time
Performance - measurement and results”.
The contracted transaction time benchmark target times against which the transaction time
benchmark evaluation shall be measured are stated within the Working Document entitled:
“Transaction Time Benchmarking Process” (SVM/SDM/PRO/0017).
The Working Document entitled: “Counter Transaction Time Performance - measurement and
results” shall be up-issued following every benchmark evaluation and shall include:
(a) amendment(s) to the transaction time benchmark target time(s) arising out of agreed
Business Capabilities and Support Facilities changes resulting from the
implementation of a Change Request under the Change Control Procedure including
reasons for any such adjustment;
(b) _ the new transaction time benchmark system component and aggregate times relating
to the Release under examination;
(c) _ the variance between the new transaction time benchmark times and the transaction
time benchmark target times; and
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(d) _ the variance between the new transaction time benchmark times and the previous
transaction time benchmark times.
The data recording part of the transaction time benchmark evaluation is carried out prior to the
implementation of a Release. This is not to say that the Software implementation is dependant in
any way upon the transaction time benchmark exercise or the results arising there from. It is the
successful completion of testing, which is conducted under the control and management of Post
Office that leads to the implementation of the software into the live environment as described in the
CCD entitled: TST/GEN/STG/0001 “HNG-X Testing Strategy”.
The Transaction Benchmarking Service comprises transaction time benchmark evaluation of
individual Business Capabilities and Support Facilities component times defined in the Working
Document entitled: “Transaction Time Benchmarking Process” (SVM/SDM/PRO/0017).
The Business Capabilities and Support Facilities component times are generated from the execution
of a representative set of transactions on a test rig within a test environment representing a real Post
Office Branch as far as is reasonably practicable, with normal counter operation.
The outcomes of the transaction time benchmark evaluation are compared against the counter
system component target times and the results of the previous transaction time benchmark
evaluation. Any adverse variances are analysed and explained as far as is practicable.
The initial transaction time benchmark evaluation results shall be presented to Post Office for review
within six (6) weeks of the commencement of the implementation of the Release in question.
The final transaction time benchmark results are formally presented to Post Office in accordance with
the Working Document entitled: “Counter Transaction Time Performance - measurement and
results”.
Regardless of whether the results of the transaction time benchmarking exercise have been
delivered, in the event that a Release is implemented and there is an obvious degradation in
performance in terms of transaction times and such degradation is visible to Users at the Branch and
reported to the Service Desk, the Incident identified by Fujitsu Services as causing the degradation
will be resolved in accordance with the Incident and problem management process set out in section
2.1.2 of the Service Management Service, Service Description and the Working Document entitled:
“RMGA Operations Incident Management Procedure” (SVM/SDM/PRO/0018). To the extent that any
such Incident is caused directly by any action of Fujitsu Services in breach of its obligations under
this Agreement, the resolution of that Incident will be at Fujitsu Services’ cost.
The transaction time benchmark target times, where applicable and carried forward to the next
Release are subject to a five (5) per cent uplift with each Release to accommodate the likely increase
in system contention arising from increased functionality and complexity inherent in the Release.
Whenever an agreed system change affects one or more of the measured system components, the
transaction time benchmark target times shall be reviewed and amended by agreement between
Fujitsu Services and Post Office (such agreement not to be unreasonably withheld or delayed).
The transaction time benchmark target times may also be changed as the result of an agreement
between Post Office and Fujitsu Services to change the transaction time benchmarking method.
Under such circumstances Transaction Time Benchmark Credits gained under the previous
transaction time benchmarking method shall be carried forward.
When, on completion of a transaction time benchmark evaluation, the counter system component
timings prove to be greater than the transaction time benchmark target times, this shall be deemed a
“Transaction Time Benchmark Time Discrepancy”.
In the event of a Transaction Time Benchmark Time Discrepancy the following provisions shall apply:
(a) Post Office and Fujitsu Services shall agree (such agreement not to be unreasonably
withheld) a method of rectification, including a timetable, (a “Rectification Plan”) for
each Benchmark Time Discrepancy (which plan may involve the agreement of an
adjustment to the transaction time benchmark target times);
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(b) _ if the Rectification Plan requires changes to be made to the provisions of the
Agreement including any CCD or Contract Referenced Document (CRD) changes
shall be made pursuant to the Change Control Procedure;
(c) any changes to the HNG-X Service Infrastructure required to rectify a Transaction
Time Benchmark Time Discrepancy shall be made at no charge to Post Office;
(d) each Transaction Time Benchmark Time Discrepancy shall not be a Default unless
the Transaction Time Benchmark Time Discrepancy is material and within ninety
(90) Working Days after the identification of that Transaction Time Benchmark Time
Discrepancy the Parties have failed to reach agreement upon a Rectification Plan
and the Transaction Time Benchmark Time Discrepancy has not been rectified by
Fujitsu Services. In such a circumstance that material Transaction Time Benchmark
Time Discrepancy shall become a Default upon expiry of that ninety (90) Working
Day period; and
(e) a failure by Fujitsu Services to comply with a Rectification Plan (and therefore fail to
rectify the Transaction Time Benchmark Time Discrepancy) shall be a Default.
Section 3.1.2 of this Management Information Service, Service Description shall be without prejudice
to Post Office's rights with respect to Release authorisation set out in section 4.1.1.6 of the Service
Management Service, Service Description.
3.1.3. Service Levels and Remedies
There are no Service Level Targets associated with the Transaction Time Benchmarking Service.
3.1.4 Service Availability
The establishment of the test environment shall be scheduled in the Release plan so that the
Transaction time recording part of the transaction time benchmarking exercise is completed before
implementation of the Software Release.
The Transaction Time Benchmarking Service shall be provided upon request to Post Office, (ina
timescale to be agreed with Fujitsu Services) following the implementation of an agreed change
resulting from a Change Request under the Change Control Procedure.
3.1.5 Post Office Dependencies and Responsibilities
Post Office shall review and approve:
the Transaction Benchmarking Service results;
any revision to the contracted transaction time benchmark target times or the latest
transaction time benchmark times;
all other plans and documents to be submitted by Fujitsu Services pursuant to this Annex A
(Transaction Benchmarking Service) of the Management Information Service, Service
Description;
The Rectification Plan as described in section 3.1.2 of this Annex A (Transaction Time
Benchmarking Service) of the Management Information Service, Service Description,
in each instance, such approval not being unreasonably withheld or delayed.
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