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Document Title: Central Network Service: Service Description
Document Type: Service Description - Contract Controlled Document
Release: HNG-X
Abstract: Service Description of the Central Network Service provided under
contract to Post Office
Document Status: APPROVED
Originator & Dept: Roger Stearn, Fujitsu Services: Networks Service Delivery
Manager
External Distribution: (For Document Management to distribute following approval)
Security Risk Assessment YES, security risks have been assessed, see section 0.7 for details.
Confirmed
Approval Authorities:
Name Role See Dimensions for record
Steve Beddoe POL Senior Service Delivery Manager
Alex Kemp Senior Operations Manager
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0 Document Control
0.1 Document History
Version No.
Date
Reason for Issue
Associated
CP/PEAK/PPRR
Reference
1.0
31/08/06
Agreed
141
03/02/09
General cleanup to reflect the current design
Updated the Author, Approval and
Reviewers
2.0
21/05/09
General Update to include HNG-x.
21
21/10/09
General Update and issued for review
3.0
21/01/10
Approval version
3.1
05/01/12
Update to replace ‘Streamline’ with
‘Merchant Acquirer’. Update to replace
‘Alliance and Leicester’ to ‘Santander’.
Changed the Operational Change Proposals
to Operational Change (MSCs). Fixed
numbering in section 2.7. Removed pre HNG-
X transition states. Updated names/roles and
document references.
CP0665 (MA)
CP0701
(Santander)
3.2
04/10/2013
General review and update:
Added abbreviations and re-ordered
alphabetically
Provided more detail in Service Summary 1.1
Added Connection to 3MCogent/Phoenix
Data Centres for Application, Enrolment and
Identity (AEI)
Minor changes/tidying
CP5319
CCN1308b
4.0
16/12/2013
Approval version - POL Rejected
44
13/01/2014
Changes following Post Office feedback:
Removed reference to Service Integration
Service in 2.1.1.1 and 2.1.1.4 as this service
has been withdrawn.
42
07/02/2014
Changes following Post Office feedback:
Removed the words “for each Availability
Period” from 2.3.5.1 heading and 2.3.7.1
heading. It will default to 2.3.1 (b).
5.0
13/02/2014
Approval version
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5.1 18/03/2014 Updated to reflect CCN1400 by adding CCN1400
section 1.8
6.0 14-May-2014 I Approval version CCN1400
0.2 Review Details
Review Comments by :
Review Comments to :
Roger Stearn & POA Document Management
Mandatory Review
Senior Operations Manager Alex Kemp
Commercial Manager Sarah Guest
POL Senior Commercial Manager
Liz Tuddenham (POL, via Post Office Account Document
Management)
SSC (for Configuration Management)
GRO
Steve Parker; sscdm:_
Service Transition & Change
Tony Atkinson
Operational Change/Release Management
Alan Flack
Service Governance Manager
Adam Bowe
Service Architect
Steve Godson
Optional Review
Commercial Manager
Adrian McMahon Stone
POL Commercial Manager
Sue Stewart (POL, via Post Office Account Document
Management)
Security Architect
Dave Haywood
Application Development Manager
Keith Tarran
Business Continuity
Sathish Ramalingam
Systems Mgt & Global Cloud
Catherine Obeng
Infrastructure Operations Manager
Andrew Hemingway
Quality and Compliance
Bill Membery
Application Lead SDM and Risk Manager
Yannis Symvoulidis
Operational Security
Kumudu Amaratunga
Document Manager
Matthew Lenton
Lead SDM Problem & Major Incident
Steve Bansal
MI Systems Lead
Mark Jones
Information Analyst
Jan Ambrose
POA Head of Business & Application Services
Nana Parry
POA Head of End User Services
Leighton Machin
POL Senior Service Delivery Manager
Steve Beddoe (POL, via Post Office Account Document
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(* ) = Reviewers that returned comments
0.3 Associated Documents
Reference Versio I Date Title Source
n
SVM/SDM/SD/0011 Branch Network Service: Dimensions
Service Description
SVM/SDM/SD/0003 Data Centre Operations Dimensions
Service: Service Description
SVM/SDM/TP/0001 HNG-X Operational Test Plan Dimensions
SVM/SDM/PRO/0001 Major Incident Process Dimensions
SVM/SDM/PRO/0018 Incident Management Process Dimensions
SVM/SDM/SD/0007 Service Management Service: I Dimensions
Service Description
SVM/SDM/PLA/0001 HNG-X Support Service Dimensions
Business Continuity Plan
SVM/SDM/PLA/0002 HNG-X Services Business Dimensions
Continuity Plan
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.
0.4 Abbreviations/Definitions
Abbreviation Definition
COTS Commercial Off the Shelf
CccD Contractual Controlled Document
CMT Communications Management Team
DNS Domain Name System
EDG Electronic Data Gateway
HSD Horizon Service Desk
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IMT Incident Management Team
ISDN Integrated Service Digital Network
IP Internet Protocol
MSC. Fujitsu Services toolset for managing Operational Change
PI Processor Interface
RADIUS Remote Authentication Dial In User Service
SMC Service Management Centre
TIP Transaction Information Processing
Service Desk Fujitsu Services Post Office Account Service desks which include
the SMC, IMT and HSD.
0.5 Changes in this Version
Version Changes
5.1 Added section 1.8
0.6 Changes Expected
Changes
Changes expected as a result of the Transitional Support Services CCN1400 (TSS)
0.7 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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0.8 Table of Contents
0 DOCUMENT CONTROL.
0.1 Document History.
0.2 Review Details.
0.3 Associated Documents.
0.4 Abbreviations/Definitions.
0.5 Changes in this Version.
0.6 Changes Expected....
0.7 Security Risk Assessmen'
0.8 Table of Contents...
1 SERVICE SUMMARY.
1 Service Definition......
2.1.1 Incident Management
2.1.2 Major Business Continuity Incidents.
2.1.3. Operational Change (MSC).
2.1.4 Configuration Management.
2.1.5 Service Managemen
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 Appl 11
2.3.6 Operational Level Target:
2.3.7 Performance Metrics.
2.3.8 Design Targets...
2.4 Service Limits and Volumetrics.
2.5 Assets and Licences.
2.5.1 Assets...
2.5.2 Licence:
2.6 Charge:
2.6.1 Operati ix gi
2.6.2 Operational Variable Charge.
2.6.3. Additional Operational Variable Charge.
2.7. Dependencies and Interfaces with Other Operational Service:
2.7.1 Change:
2.8 Post Office
2.9 Business Continuity...
2.10 Documentation Set Supporting the Service
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1 Service Summary
14 Fujitsu Services shall perform the day to day operational control and management of the
following Central Telecom Infrastructure components using appropriately trained staff:
(a) the Local Area Networks (LAN) within the main HNG-X Data Centres including
Fujitsu Services managed switches, routers and firewalls;
(b) the Intercampus Links between the main HNG-X Data Centres;
(c) the Central Telecom Infrastructure connectivity to the Branch Telecom
Infrastructure (part of the Branch Network Service);
(d) the Wide Area Network (WAN) and remote Local Area Network (LAN) for
connecting the HNG-X Data Centres to some Post Office Clients;
= One connection to each of 2 x DVLA Data Centres for Motor Vehicle
Licenses.
= — One connection to each of 2 x Santander Data Centres for Network Banking.
= One connection to each of 2 x EPay Data Centres for Mobile Phone Top ups.
* One connection to each of 2 x 3MCogent/Phoenix Data Centres for
Application, Enrolment and Identity (AEl).
= Two connections to RMG/CSC Northern (Huthwaite) Data Centre for Track &
Trace, EDG, TIP, Credence, POLSAP and Collect & Returns traffic.
= One connection to RMG/CSC Sungard Data Centre (business continuity
location for TIP).
* One connection to RMG/CSC Maidstone Data Centre (business continuity
location for EDG).
= Connections to 2 x Transaction Network Services Data Centres from where
Post Office Ltd have arranged for onward Debit Card transaction routing to
HSBC Merchant Acauirer.
(e) the Technical Interfaces to Post Office Client owned Wide Area Network (WAN)
connections to the HNG-X Data Centres:
* — Connectivity to HP/JP Morgan for Network Banking (Card Account at Post
Office).
= Connectivity to VocaLink for Network Banking (Cash Deposits, Balance
Enquiries or Cash Withdrawal)
= Connectivity to MoneyGram for international money transfers.
(f) the Wide Area Network (WAN) and Local Area Network (LAN) for connecting the
HNG-X Data Centres to Fujitsu Services support locations;
(g) the Wide Area Network (WAN) and Local Area Network (LAN) for connecting the
HNG-X Data Centres to the Live System Test (LST) environment which has
servers in the HNG-X Data Centres and counter hardware at Fujitsu Services
support locations;
The networks in the Solution Validation & Integrity (SV&l), Integration (INT) and
Component Integration Test (CIT) environments have been committed separately
outside of the Central Network Service most recently under CCN1328b.
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1.2
1.3
1.5
1.6
1.7
1.8
(h) the Internet connectivity for most Post Office Data Gateway file transfer clients,
remote support and some transaction types (Post Code Anywhere, Broadband
Checker, Neopost, Bank Of Ireland, etc).
(i) the ISDN connectivity for other Post Office Data Gateway file transfer clients.
Fujitsu Services shall perform the day to day operational control and management of the
following Fujitsu Services support contracts which form part of the Central Telecom
Infrastructure:
(a) Hardware maintenance for switches, routers and firewalls;
(b) Network Management Systems for the purpose of monitoring devices within the
Central Telecom Infrastructure; and
(c) Intercampus cards and switches.
Fujitsu Services shall also provide updated technical data to assist in the configuration of
the following Fujitsu Services infrastructure:
(a) RADIUS authentication servers; and
(b) External network firewalls.
The Central Network Service is based on remote unattended support, i.e. monitoring that
seeks to minimise interruptions to the normal business operation of the Central Telecom
Infrastructure components.
Fujitsu Services will manage access to the Data Centre resident secure access servers
from Fujitsu Services locations during Working Hours, or from support staff home locations
outside of Working Hours using secure workstation or laptop builds with encrypted
communications.
Fujitsu Services will manage a two (2) factor authorisation at the secure access servers with
onward access from the secure access servers to the Data Centre platforms and Counter
Positions using third party Commercial Off the Shelf (COTS) product management
interfaces and audited client access to all Windows and Unix platforms direct via IP or
proxies.
For the avoidance of doubt from 01 April 2014 the Central Network Service excludes any
activity related to Credence or POLSAP systems. Such activity is included in the scope of
the Credence/MDM Service, POLSAP Hosting Service or POLSAP Application Support
Service. This service has never included any activity relating to the Salesforce Support
Service. This Central Network Service does, however, provide the WAN connection to the
RMG/CSC Northern (Huthwaite) Data Centre which is used by Horizon, Credence and
POLSAP.
HNG-X
2.1. Service Definition
2.1.1. Incident Management
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2.1.1.1 The Central Network Service will work with the other Operational Services to ensure that
appropriate monitoring toolsets and processes are in place to identify Incidents within the
Central Telecom Infrastructure that have the potential to adversely impact the HNG-X
Services.
2.1.1.2 Having identified an Incident, the Central Network Service will ensure that that a new call is
raised via the Service Desk that contains clear and concise information to enable the
Incident to be assigned according to its urgency and priority and resolved.
2.1.1.3 The Central Network Service will assist the Service Desk Service, the Branch Network
Service, the Data Centre Operations Service, the Engineering Service and the Systems
Management Service and Fujitsu Services Telecommunications Suppliers to resolve any
Central Telecom Infrastructure related Incidents in accordance with the Working Document
entitled: “Incident Management Process” (SVM/SDM/PRO/0018).
2.1.1.4 The Central Network Service shall inform Post Office of any Central Telecom Infrastructure
Incidents adversely affecting the HNG-X Services.
2.1.2 Major Business Continuity Incidents
2.1.2.1 In the event of a Major Business Continuity Incident (MBCI), as defined in the joint Working
Document entitled "HNG-X Services Business Continuity Plan" (SVM/SDM/PLA/0002),
within the Central Telecom Infrastructure, the Central Network Service shall ensure that the
Incident is logged and escalated as described in the Working Document entitled: “Major
Incident Process”, (SVM/SDM/PRO/0001).
2.1.2.2 As part of an on-going service assurance activity, the Central Network Service will
participate in Major Incident Walkthroughs to take place at regular intervals.
2.1.3. Operational Change (MSC)
The Central Network Service will create and/or impact Manage Service Change (MSCs) for
operational changes in accordance with section 2.1.6 of the CCD entitled: “Service Management
Service, Service Description” (SVM/SDM/SD/0007).
2.1.4 Configuration Management
2.1.4.1 Fujitsu Services shall maintain an inventory of all Central Telecom Infrastructure
configuration items (e.g. routers and network circuits) and understand the relationships
between them.
2.1.4.2 The inventory includes any additions and amendments to, and removals from:
(a) Fujitsu Services' supported network platforms;
(b) changes in accordance with the Change Control Procedure to the configuration of
the existing Software / Hardware configurations across the Central Network
Service;
(c) management of all IP addressing;
(d) DNS management; and
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(e) firewall rule base.
2.1.5 Service Management
2.1.1.1 Continuous Service Improvement
The Central Network Service shall work closely with the Service Management Service and Post
Office to identify and, where agreed, implement service or cost improvement initiatives as referred to
in section 1.4 of the CCD entitled: “Service Management Service, Service Description”
(SVM/SDM/SD/0007).
2.1.1.2 Service Reporting
The Central Network Service shall, as required, provide service reporting for distribution to Post
Office as required under the Service Management Service described in the CCD entitled: “Service
Management Service, Service Description” (SVM/SDM/SD/0007).
2.1.1.3 Supplier Management
The Central Network Service shall manage all Fujitsu Services’ third party suppliers utilised in the
support of the Central Network Service. These activities include:
(a) — defining the services that the supplier delivers;
(b) — negotiating with the supplier;
(c) establishing a Contract with the supplier;
(d) monitoring the performance of the supplier;
(e) performing regular supplier reviews including service initiatives;
(f) managing problems relating to the supplier; and
(g) managing changes relating to the supplier.
2.1.1.4 Capacity Management
2.1.5.4.1. The Central Network Service shall continuously monitor the performance of the Central
Telecom Infrastructure with regard to the actual traffic across Central Telecom
Infrastructure. This will enable Fujitsu Services to manage the Central Network Service and
utilise capacity to its optimum to ensure the performance levels of the Central Telecom
Infrastructure are maintained to minimise the impact and occurrence of Incidents.
2.1.5.4.2. The Central Network Service shall liaise with the Service Management Service regarding
the actual performance of the Central Telecom Infrastructure within current traffic volumes.
2.1.5.4.3. The Central Network Service will review with the Capacity Management Service, the
forecasted traffic volumes to assess the future capacity requirements of the Central
Network Service.
2.2 Service Availability
2.2.1 The Central Network Service is a service internal to Fujitsu Services and is available 24
hours per day, every day of the year.
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2.2.2 The Central Telecom Infrastructure will be available to enable a Branch to complete a
Transaction at any time other than during scheduled maintenance periods notified by
Fujitsu Services to Post Office in accordance with the Operational Change (MSC) process
as described in section 2.1.3 of this Central Network Service, Service Description.
2.3 Service Levels and Remedies
2.3.1 General Principles
2.3.1.1 Service Level Targets (SLTs) detailed in sections 2.3.4 and 2.3.5 of this Central Network
Service, Service Description, which do not specify a measurement period are:
(a) reported monthly via the Service Review Book (SRB); and
(b) measured over a Service Level Measurement Period equating to a Post Office
financial quarter; i.e.
e January to March;
e April to June;
« July to September ; or
* October to December.
2.3.1.2 All levels of the Central Network Service shall be monitored on a weekly and monthly basis.
and any failure to meet an SLT assessed over that month shall be reported to Post Office
by means of the SRB.
2.3.1.3. The values applicable to each of the Central Network Service SLTs are identified within
section 2.3.5 of this Central Network Service, Service Description.
2.3.2 Service Level Relief
This section does not apply to the Central Network 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 Central Network Service SLTs for which liquidated damages apply.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
2.3.5.1 Banking Authorisation Agent Availability
Fujitsu Services shall record the number of times and the duration that the connection between each
Banking Authorisation Agent and each Processor Interface (PI) is unavailable and causes disruption
to Post Office. For the purposes of this section 2.3.5.1 “unavailable” means a break of connection (at
the application or network level) or loss of service excluding all unavailability due to:
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(a) any of the system management activities including the introduction of Software distribution,
continuity testing and Reference Data updates and other such activities or any other planned
outages as the Parties may agree from time to time. Such periods shall be scheduled by
agreement with Post Office in accordance with ITIL compliant service management practices
agreed by the Parties. Post Office shall not unreasonably withhold or delay agreement to the
period of scheduled unavailability or the process for scheduling such maintenance periods; or
(b) a failure of a Pl (in respect of the particular connection which is unavailable) or any connection
for which Fujitsu Services is not responsible (including, without limit, those connections
relating to CAPO and LINK for which Post Office are responsible pursuant to Schedule B3.3).
Table 1
Description SLT
Number of PI outages for more than 2 minutes for same Bank <=1
Number of PI outages for more than 2 minutes for different Banks <=2
2.3.5.2 Santander Network Availability for each SLT Calendar Year
Table 2
DescriI SLT
2.3.5.2 Santander Network Availability >=99.95%
2.3.6 Operational Level Targets
There are no operational level targets (OLTs) associated with the Central Network Service.
2.3.7. Performance Metrics
2.3.7.1 Banking Authorisation Agent Availability
If Fujitsu Services persistently fails to achieve the performance metrics described in Table 3 below as
a result of a lack of capacity or performance of the HNG-X Central Infrastructure, then increases in
capacity or performance required to address the deficiency shall be dealt with by the Capacity
Management Service.
Table 3
Description PM
Number of PI outages for more than 1 minutes for same Bank <=1
Number of PI outages for more than 1 minutes for different Banks <=2
2.3.8 Design Targets
There are no design targets associated with the Central Network Service.
2.4 Service Limits and Volumetrics
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2.5 Assets and Licences
2.5.1 Assets
Assets relevant to the Central Network Service are set out within the Asset Register.
2.5.2 Licences
The Central Network Service will ensure that all third party software licences from time to time
required by Fujitsu Services to provide the Central Network 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 Central Network 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 associated to the Central Network Service.
2.6.3 Additional Operational Variable Charge
There are no additional operational variable charges associated to the Central Network Service.
2.7 Dependencies and Interfaces with Other Operational
Services
2.7.1. Changes
Any changes agreed between Post Office and Fujitsu Services to the scope or availability of the
Central Network 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
Any changes to the scope of the Central Network Service may result in Incidents being raised to the
Service Desk via the Systems Management Service.
2.7.1.2 The CMT Service
Any change to the scope of the CMT Service will result in Central Network Incidents being handled
by the Service Desk.
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2.7.1.3 The Branch Network Service
The Central Network Service works closely with the Branch Network Service in supporting the HNG-X
Telecommunications Infrastructure. If the scope of the Central Network Service is changed, the
Branch Network Service may need to manage the Central Network Service's responsibilities in
relation this.
2.7.1.4 The Systems Management Service
If the scope of the Systems Management Service is changed, the Data Centre Operations Service
may take over the System Management Service's role in supporting the Central Network Service.
2.7.1.5 The Third Line Support Service
If the scope of the Third Line Support Service is changed, the Applications Support Service (Fourth
Line) may take over the Third Line Support Service's role in supporting the Central Network Service.
2.7.1.6 The Engineering Service
If the scope of the Engineering Service is changed, any alternative Service Provider would be
required to take over the Engineering Service's role in supporting the Central Network Service.
2.7.1.7 The Data Centre Operation Service
If the scope of the Data Centre Operations Service is changed, the Systems Management Service
may take over the Data Centre Operations Service's role in supporting the Central Network Service.
2.7.1.8 The Service Management Service
If the scope of the Central Network Service is changed, the Service Management Service may have
to take over the role of managing the Central Network Service communicating directly with Post
Office the status and nature of faults within the Central Network and may have to take over the role
of managing the Central Network Service suppliers.
2.7.1.9 The Operational Business Change (Branch Change) Service
The Central Network Service will support any OBC Branch changes delivered by the OBC (Branch
Change) Service. If the scope of the Central Network Service changed, the Service Management
Service would have to take over this role.
2.7.1.10 The Reference Data Management Service
The Reference Data Management Service will support the Central Network Service. If the scope of
the Reference Data Management Service is changed, the Data Centre Operations Service would
have to take over this role.
2.7.1.11. The 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 Central Network Service changed, the
Service Management Service may have to take over this role.
2.7.1.12 The Security Management Service
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FUJ00002574
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Central Network Service: Service Description
fee)
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The Central Network 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 Central
Network Service changed, the Third Line Support Service or the Systems Management Service
might have to take over this role.
2.8 Post Office Dependencies and Responsibilities
In addition to Post Office responsibilities set out in Schedule A5 of the Agreement, Post Office shall
act reasonably in agreeing outages under section 2.3.5.1 (a) of this Central Network Service, Service
Description.
2.9 Business Continuity
This section defines the measures taken to minimise the risk of not being able to provide the Central
Network Service and sets out what Fujitsu Services is required to provide in terms of Business
Continuity specific to the provision of this Central Network Service. Details of the Central Network
Service Business Continuity Plan are set out in the Working Document entitled: “HNG-X Support
Service Business Continuity Plan” (SVM/SDM/PLA/00071), and in addition Fujitsu Services shall:
2.9.1 provide failover in respect of the Central Network Service to enable all Branches to
continue to have the ability to settle Transactions and perform critical on-line services
(namely Banking and Payment Management (Debit Card)) within two (2) hours of failure of
a live Data Centre; and
2.9.2 carry out a minimum of one (1) walkthrough and one (1) operational test per calendar year
for the Central Network Service, 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 Operational Test Plan”
(SVM/SDM/TP/0001).
2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Central Network Service, Service Description supports
the delivery of the Central Network Service. Should any elements of the Central Network 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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