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Document Title: Service Level Target and Liquidated Damages Exclusions
Document Type: Process — Joint Working Document
Release: Release Independent
Abstract: Joint Working Document to support the Service Level Target &
Liquidated Damages Exclusions applicable to the Engineering
Service, Branch Network Service and Data Centre Operations
Service
Document Status: APPROVED
Author & Dept:
Jan Ambrose, Fujitsu Services
Internal Distribution:
External Distribution: Steve Beddoe
Approval Authorities:
Name
Steve Beddoe
Role nature Date
Post Office: Senior Service
Delivery Manager
Leighton Machin
Fujitsu Services: Head of End
User Services
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... 2
0.1 Table of Contents.
0.2 Document History.
Review Detail:
0.3 Associated Documents (Internal & External
0.4 Abbreviations.
0.5 Glossary..
0.6 Changes Expected.
0.7
0.8
1 SUMMARY... a7
2 EXTENSION CRITERIA - ENGINEERING SERVICE
2.1 Branch with half day closing..
2.2. Branch with full day closin:
3 EXCLUSION CRITERIA - ENGINEERING SERVICE AND BRANCH NETWORK
SERVICE..........
4
5 EXCLUSION DETAILS - ENGINEERING SERVICE AND BRANCH NETWORK
SERVICE. 9
5.1
5.2
5.3 Functionality not impacted by fault.
5.4 Call reclassification (ND to HD)...
5.5 Incident passed out of Fujitsu domaii
5.6 Unable to contact Branch to progress resolution...
5.7 Clear time requires adjustment...
5.8 Delay in resolution — Not Fujitsu defaul
5.9 Fault due to enforced closure, third party or user error/damage/negligence. 10
5.10 Complex network fault. 10
5.11 Remote site network faulI 10
5.12 Branch in OBC status. 10
5.13 Agreed pilot site...... 10
5.14 Engineer refused access to Branch.
5.15 Call cancelled by Branch.....
5.16 Duplicate call raised by Branch. 1
5.17 No fault found by engineer.. 1
5.18 Engineer performed off-site branch router provisio!
5.19 Monitor fault - Able to trade at position.
5.20 Keyboard fault - Able to trade at position.
5.21 Base unit fault - Able to trade at position.
5.22 Training site call...
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5.23 Internally raised call..
5.24 Indeterminate resolution.
5.25 Service disabled by agreement wit
5.26 Network wide failure....
6 EXCLUSION DETAILS - DATA FILE DELIVERY.
6.1 Access times. 12
6.2 Branch in OBC statu: 12
6.3 Fault due to enforced closure, third party or user error/damage/negligence. 12
6.4 Engineer unable to access Branch and/or ki 12
6.5 Let agreed by POL/Fujitsu.....
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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 10/08/08 Issued for review as CCD
02 21/03/07 Issued for review as JWD including reviewers’ comments and
SLT extension criteria for Engineering Service incidents
1.0 19/06/07 Reviewers comments included and document issued for approval
14 02/10/07 Addition of exclusions in respect of training sites, duplicate calls,
off site builds and faults which do not prevent trading
2.0 20/11/07 Reviewers comments included and document issued for approval
24 16/12/08 Addition of exclusions in respect of network faults and
amendments for faults where Tivoli indicates that the
branchicounter is operational or which do not prevent trading
3.0 18/03/09 For approval
34 18/10/10 Introduction of changes resulting from HNG-X roll-out
4.0 15/12/10 For approval
4A 05/12/12 Introduction of changes resulting from HNG-X roll-out and TfS
v2.06 implementation
5.0 14/01/13 For approval
5A 04/02/14 Updated to include details of CT1216 (Extended Engineering I CT1216
Hours Service). References to RMGA, HSD and SSC removed.
60 26/02/14 For approval
Review Details
Review Comments by
Review Comments to {OfficeAccountDocumentManagement
Mandatory Review
Role Name
Post Office: Senior Service Delivery Manager Steve Beddoe
Fujitsu Services: Service Delivery Leighton Machin
Fujitsu Services: Service Delivery Roger Stearn
Fujitsu Services: Service Delivery Yannis Symvoulidis
Optional Review
Role Name
Fujitsu Services: Service Delivery Andy Hemingway
Fujitsu Services: Service Delivery Chris Harrison
Fujitsu Services: Service Delivery Gaby Reynolds
Fujitsu Services: Service Delivery Steve Bansal
Issued for Information - Please restrict this
distribution list to a minimum
Ref: SVM/SDM/PRO/0006
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Position/Role Name
(*) = Reviewers that returned comments
0.3 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/000 Engineering Service: Service Dimensions
2 Description
SVM/SDM/SD/000 Data Centre Operations Service: I Dimensions
3 Service Description
SVM/SDM/SD/001 Branch Network: Service Dimensions
4 Description
SVM/SDM/SD/001 Operational Business Change Dimensions
4 (Branch Change) Service:
Service Description
SVM/SDM/PRO/00 POA Operations Incident Dimensions
18 Management Procedure
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.4 Abbreviations
Abbreviation Definition
BNR Branch Network Resilience
BT British Telecom
OBC Operational Business Change
POL Post Office Ltd
SLT Service Level Target
0.5 Glossary
Term Definition
0.6 Changes Expected
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0.7 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.8 Copyright
© Copyright Fujitsu Services Limited (2014). All rights reserved. No part of this document may be reproduced,
stored or transmitted in any form without the prior written permission of Fujitsu Services
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1 Summary
This document defines the exclusions applicable to the calculation of:
« Branch Network Service — Time to Repair Service Level Targets;
e Engineering Service - Time to Repair Service Level Targets;
e Branch Network Service - Branch and Counter Availability Service Level Targets;
e Data Centre Operations Service — Data File Delivery Service Level Targets;
e Branch Network Service — Counter Availability Liquidated Damages, and;
e Data Centre Operations Service — Data File Delivery Liquidated Damages.
2 Extension Criteria - Engineering Service
Where the Time to Repair Service Level Target (SLT) for the Engineering Service, as defined in the
CCD entitled: “Engineering Service: Service Description” (SVM/SDM/SD/0002), is 93% resolved by 20:00
next working day (17:00 Saturday), this SLT may be extended in the event of half day or full day closing.
2.1 Branch with half day closing
If a branch is open less than or equal to 5 hours on the next working day, the SLT will be the closure
time (taken from the next working day) on the following working day.
Examples:
* Call opened Monday, office closed 13:00 Tuesday, SLT will be 13:00 Wednesday
* Call opened Friday, office closed 12:00 Saturday, SLT will be 12:00 Monday
2.2 Branch with full day closing
If a branch is closed for a full day on the next working day, the SLT will be suspended until 20:00 on the
following working day.
Examples:
e Call opened Monday, office closed Tuesday, SLT will be 20:00 Wednesday
* Call opened Thursday, office closed Friday to Wednesday, SLT will be 20:00 on the following
Thursday
3 Exclusion Criteria - Engineering Service and
Branch Network Service
Engineering Service and Branch Network Service incidents may be excluded partially or totally from
SLTs and Liquidated Damages as defined below:
e Partial exclusion allows the call to be suspended for part of the call;
« Total exclusion allows the call to be suspended for the duration of the call i.e. from its open time to
its clear time.
Incidents may be excluded in accordance with the criteria set out in Table 1:
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Table 1
Reason for exclusion
Partial Exclusion
Total exclusion
Access Times
Tivoli indicates Branch/Counter operational
Functionality not impacted by fault
Call reclassification (ND to HD)
Incident passed out of Fujitsu domain
Unable to contact Branch to progress resolution
Clear time requires adjustment
Delay in resolution — Not Fujitsu default
Fault due to enforced closure, third party or user
error/damage/negligence
Complex network fault
Remote site network fault
Branch in OBC status
Agreed pilot site
Engineer refused access to Branch
Call cancelled by Branch
Duplicate call raised by Branch
No fault found by engineer
Engineer performed off-site branch router
provision
Monitor fault - Able to trade at position
Keyboard fault — Able to trade at position
Base unit fault — Able to trade at position
Training site call
Internally raised call
Indeterminate resolution
Service disabled by agreement with POL
Network wide failure
Further details of the exclusion criteria relating to Engineering Service and Branch Network Service
incidents are provided in Section 5.
4 Exclusion Criteria - Data File Delivery
Data File Delivery Transactions may be excluded from SLTs and Liquidated Damages in accordance
with the criteria set out in Table 2:
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Table 2
Reason for exclusion
Access times
Branch in OBC status
Fault due to enforced closure, third party or user error/damage/negligence
Engineer unable to access Branch and/or kit
Let agreed by POL/Fujitsu
Further details of the exclusion criteria relating to Data File Delivery transactions are provided in Section
6.
5 Exclusion Details - Engineering Service and
Branch Network Service
Further details of the reasons for exclusion listed in Table 1 are provided below. Unless otherwise
stated, the exclusions will apply to all faults and relate to both Service Level Targets and Liquidated
Damages.
5.1 Access times
Calls will be suspended for any time outside the access hours as provided by the branch, which may be
greater or more restrictive than the opening hours. In the case of portables the access times are when
the engineer can have access to the portable at the location at which the fault can be resolved. Calls
may also be suspended if the branch requests a call back or an engineer visit at a specific time. The call
is suspended from the time when the branch gave the instruction until the time the branch requested the
call/visit.
5.2 Tivoli indicates Branch/Counter operational
Calls will be suspended when the event management system indicates that the branch/counter is
operational. This will allow for accurate suspension on intermittent communications faults and also when
the engineer is delayed in returning the call closure notification. This exclusion will apply to Branch
Network and Hardware branch router incidents only.
5.3 Functionality not impacted by fault
Where the fault does not have a consistent effect on the operation of the branch e.g. reboot required
each morning but thereafter service is fully operational for the remainder of the day, whilst awaiting
engineer visit. This is not applicable to portables at the storage location, see 5.1.
5.4 Call reclassification (ND to HD)
If during the investigation of a network fault (ND) it is identified that the fault is with the base unit or
branch router, the call will be recoded to HD. The call will be suspended from the open time until the call
is passed to engineering, which may include the time the call is with BT. This exclusion will apply to
Hardware base unit and branch router incidents only, which have been recoded from ND to HD.
5.5 Incident passed out of Fujitsu domain
Where the incident has been passed out of the Fujitsu domain e.g. where the branch details are passed
to BT or referral to POL agreed. The call is suspended from the time the call was passed out of the
Fujitsu domain until the time the call is passed back to Fujitsu Services.
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5.6 Unable to contact Branch to progress resolution
Where the Service Desk or Third Line Support have been unable to contact the branch to arrange an
engineer visit or provide remote assistance. It should be evident within the call that reasonable
endeavours were used to contact the branch. The call is suspended after reasonable endeavours to
contact the branch were made until the time that contact with the branch is established.
5.7 Clear time requires adjustment
Where it is evident that the service became operational prior to the clear time specified in the call. The
call is suspended from the time that the service became operational until the clear time.
5.8 Delay in resolution — Not Fujitsu default
Where an engineer has been delayed in visiting branch(es) in a geographical area due to reasons
completely out of the control of Fujitsu Services. The call is suspended from the time that access is
prevented until the time it becomes available again. Details of the delay in resolution must be recorded
and exclusion agreed with Post Office Service Delivery.
5.9 Fault due to enforced closure, third party or user
error/damage/negligence
Where a delay is incurred in the service becoming operational due to circumstances of enforced closure,
user or third party error, damage or negligence. The call will be suspended from the time that the
resumption of service is prevented until the time it becomes possible to resume service again.
5.10 Complex network fault
Where an engineer has visited the branch and was on site for more than six hours in order to identify
that the network fault lies outside the Fujitsu domain, the call will be suspended from the point the
engineer arrives on site until the time the engineer visit is completed.
5.11 Remote site network fault
Where the call has been logged by a remote site and requires an engineer visit for a network fault, the
call will be suspended from the point the incident is received by engineering until the time the engineer
visit is completed. This exclusion will apply to Branch Network incidents only.
5.12 Branch in OBC status
Where the fault relates to an OBC Branch Change which is in the course of completion.
5.13 Agreed pilot site
Where the fault relates to a pilot site which is excluded from SLTs and Liquidated Damages as agreed
by POL.
5.14 Engineer refused access to Branch
Where an engineer has visited the branch within the specified access times but has been refused access
to the branch. This exclusion will apply to all engineer visits e.g. Fujitsu engineer, BT engineer.
5.15 Call cancelled by Branch
Where the branch has taken action to resolve the fault, or the fault has resolved itself, and the call has
subsequently been cancelled.
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5.16 Duplicate call raised by Branch
Where an earlier call has been logged by the branch relating to the same incident and which has been
progressed to resolve the fault.
5.17 No fault found by engineer
Where an engineer has visited the branch but has taken no action due to the service being fully
operational. This exclusion will apply to Hardware Incidents only.
5.18 Engineer performed off-site branch router provision
Where it is evident that an engineer performed a branch router provision at another branch (usually a
crown office). This request is usually logged as three separate incidents (all to be excluded) — one to
collect the kit, one to provision the branch router and one to return the branch router and set up BNR.
This work must be authorised by the Branch Network Service team.
5.19 Monitor fault — Able to trade at position
Where a monitor fault has not prevented the position from being able to trade e.g. touchscreen fault,
keyboard used as workaround. This exclusion will apply to Branch and Counter Availability Service
Level Targets and Liquidated Damages only as specified in ‘Branch Network: Service Description’ [Ref.
SVM/SDM/SD/0011].
5.20 Keyboard fault — Able to trade at position
Where a keyboard fault has not prevented the position from being able to trade e.g. card reader fault,
keyboard used as workaround. This exclusion will apply to Branch and Counter Availability Service
Level Targets and Liquidated Damages only as specified in ‘Branch Network: Service Description’ [Ref.
SVM/SDM/SD/0011).
5.21 Base unit fault — Able to trade at position
Where a base unit fault has not prevented the position from being able to trade e.g. spare cable request,
scales issue. This exclusion will apply to Branch and Counter Availability Service Level Targets and
Liquidated Damages only as_ specified in ‘Branch Network: Service Description’ [Ref.
SVM/SDM/SD/0011].
5.22 Training site call
Where the call has been logged by a POL training site.
5.23 Internally raised call
Where the call has been incorrectly logged against a live branch when it has been internally raised by
Fujitsu Services.
5.24 Indeterminate resolution
Where a fault has been resolved but both its cause and resolution are unclear. For example, where a
fault is investigated by a number of areas, say, Service Desk, Third Line Support, BT and POL, who all
undertake actions to try and resolve the fault but, although the fault is resolved, its cause and the
resolving action are unclear. It should be evident within the call that reasonable endeavours were used
to diagnose the cause of the fault and to resolve it and exclusion must be agreed with Post Office
Service Delivery.
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5.25 Service disabled by agreement with POL
Where the service has been disabled by agreement with POL e.g. for protection against a computer
virus.
5.26 Network wide failure
Where the fault results from failure of the HNG-X Central Infrastructure and/or the Central Telecom
Infrastructure which results in a loss of the availability of one or more branches and counter positions.
Such faults will be included in the Network Wide Failure unavailability figures and therefore individual
calls in respect of this failure may be excluded.
6 Exclusion Details - Data File Delivery
Further details of the reasons for exclusion listed in Table 2 are provided below. The exclusions relate to
both SLTs and Liquidated Damages.
6.1 Access times
Calls will be suspended for any time outside the access hours as provided by the branch, which may be
greater or more restrictive than the opening hours. In the case of portables the access times are when
the engineer can have access to the portable at the location at which the fault can be resolved. Calls
may also be suspended if the branch requests a call back or an engineer visit at a specific time. The call
is suspended from the time when the branch gave the instruction until the time the branch requested the
call/visit.
6.2 Branch in OBC status
See Section 5.12
6.3 Fault due to enforced closure, third party or user
error/damage/negligence
See Section 5.9
6.4 Engineer unable to access Branch and/or kit
Where the engineer has been unable to gain access to the branch/kit e.g. refused by Postmaster or for
Health and Safety reasons.
6.5 Let agreed by POL/Fujitsu
Where a let for a branch has been jointly agreed by POL and Fujitsu Services.
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