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Document Title: Service Management Service: Service Description
Document Type: Service Description — Contract Controlled Document
Release: Release Independent
Abstract: Service Description for the Service Management Service as
provided under contract to Post Office
Document Status: APPROVED
Originator & Dept: Yannis Symvoulidis: Fujitsu Services
Internal Distribution: (For Originator to distribute following approval)
External Distribution: (For Document Management to distribute following approval)
Security Risk YES, see section 0.7
Assessment
Confirmed
Approval Authorities:
Name Role Signature Date
Andy Garner Post Office: Head of IT Service - I See Dimensions for record
FS, Sales & Network
Pete Thompson Fujitsu: Operations Director,
Post Office Account
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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.
0.5 Abbreviations/Definitions.
0.6 Changes Expected....
0.7 Security Risk Assessmen'
1 SERVICE SUMMARY.
2.1 Service Definition.......
Service Management Functions..
Problem Management....
Branch Issues Management
Complaints Procedure.
Service Improvemen'
Operational Change Proposals.
Configuration 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 which Liquidated Damages Apply.
2.3.5 Service Levels for which Liquidated Damages Do Not Appl
2.3.6 Operational Level Targets...
2.3.7 Performance Metrics.
2.3.8 Design Targets.....
2.4 Service Limits and Volumetrics.
2.5 Assets and
2.5.1 Assets..
2.5.2 Licences.
2.6 Charges...
2.6.1 Operational Fixed Charges.
2.6.2 Operational Variable Charges.
2.6.3. Additional Operational Variable Charges.
2.7 Dependencies and Interfaces with Other
2.8 Post Office Dependencies and Responsibili
2.9 Business Continuity...
2.10 Documentation Set Supporting the Service
NNNNNNN
1
1
4
1.
4
4
4
Noubowonrns
3 ANNEX A: RELEASE MANAGEMENT SERVICE...........cccsscssseserssssesssseeseeseneenes 16
3.1. HNG-X.
3.1.1. Service Definition.
3.1.2 Post Office Dependencies and Responsibilities. .18
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4 ANNEX B: CAPACITY MANAGEMENT SERVICE.
41 HNG-X....
4.1.1 Service Definition...
4.1.2 Collect & Return Service.
4.1.3 Post Office Dependencies and Responsibilities.
5 ANNEX C: MAC TEAM.
5.1 MAC Team Core Activiti
5.2 I EUC Tower Provider Engineer Support.
5.3 Raising Pro-Active Incidents on Branch Hardware.
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0.2 Document History
Version Date Reason for Issue Associated
No. CP/PEAK/PPRR
Reference
1.0 24/08/06 Agreed
1.1 31/08/2010 Updated to include HNG-X references
1.2 02/11/2010 Updated following review: added detail to
glossary.
1.3 05/11/2010 All references to the OCP process removed.
Replaced by the Managed Service Change (MSC)
process throughout the document.
2.0 05/11/2010 Approval version
2.1 26/03/2013 Updated to add section 2.10.1 (reference to the CCN 1332a
Change Management process overview).
Removed sections 4.2 and 5.2 (HNG-X
Application Roll Out — Transitional Period).
2.2 29/07/2013 Updated section 2.5 (Assets and Licences)
2.3 07/08/2013 Updated section 0.7 (Table of Contents) to reflect
changes in versions 2.1 and 2.2
3.0 19-Sep-2013 Approval version. Change of author and
approvers.
3.1 03-Oct-2013 Updated to reflect Collect & Return as per CCN CCN 1342a
1342a; insertion of section at 4.1.2
3.2 07-Oct-2013 Removal of section “HNG-X Application Roll Out
— Transitional Period”
3.3 18-Nov-2013 Corrections to numbering in sections 3 and 4.
4.0 21-Nov-2013 Approval version
41 14-Aug-2014 Update for Service Desk Service exit CCN1409a
42 20-Apr-2015 Update for Engineering Service Exit CCN1423c
43 17-Dec-2015 Revised following internal review of above
changes.
44 17-Dec-2015 Changes tracked to show differences from v4.0, CCN1409a
for issue to Post Office Ltd for review. CCN1423¢
5.0 30-Nov-2016 Approval version
0.3 Review Details
Review Comments by :
Review Comments to : Yannis.Symvoulidis¢
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Mandatory Review
Post Office: Head of IT Service - FS, Sales & Andy Garner
Network
Fujitsu: Senior Commercial Manger Carol Dunford
Fujitsu: Release Management Alan Flack
Fujitsu: Capacity Management Steve Parker; SSC Duty Manager
Fujitsu: Service Architect Phil Boardman
Optional Review
Fujitsu: Architect Pete Jobson
Fujitsu: Security Architect Dave Haywood
Fujitsu: Quality and Compliance Bill Membery
Fujitsu: Operational Security Stephen Godfrey
Fujitsu: BAS AMO Tower Lead Keith Tarran
Fujitsu: POA Service Delivery (BAS) Steve Bansal
Fujitsu: POA Service Delivery (MIS Hosting & NTS) I Alex Kemp
Fujitsu: Integration Team Manager Vijesh Pandya
Fujitsu: Business Continuity Changdev Pawashe
Fujitsu: Network Service Manager Roger Stearn
Fujitsu: Systems Mgt & Global Cloud Catherine Obeng
Fujitsu: Infrastructure Operations Manager Andrew Hemingway
Fujitsu: Management Information Analyst Mark Jones
Fujitsu: MAC and CMT Service Manager Sandie Bothick
Fujitsu: Service Delivery Manager Chris Harrison
Issued for Information — Please restrict this
distribution list to a minimum
(* ) = Reviewers that returned comments
0.4 Associated Documents
Reference Version Date I Title Source
SVM/SDM/PRO/0003 End to End Customer Complaints Dimensions
Procedure — Joint Working Document
CS/PRD/058 Fujitsu Services Ltd / Post Office Dimensions
Interface Agreement for Operational
Business Change — Reference Data
CS/IFS/008 Interface Agreement for the Problem Dimensions
Management Interface
PA/STR/003 Fujitsu Services RMG BU Release Dimensions
Policy
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CON/MGM/005 Post Office and Fujitsu Services Pvcs
(BP/DOC/021) Business Continuity Interface Agreement
SVM/SDM/SD/0017 Security Management Service: Service Dimensions
Description
TST/GEN/STG/0001 HNG-X Testing Strategy Dimensions
TST/GEN/STG/0002 Testing Approach for HNG-X Dimensions
SVM/SDM/PRO/0018 POA Operations Incident Management Dimensions
Process
SVM/SDM/SD/0003 Data Centre Operations Service: Dimensions
Service Description
SVM/SDM/PRO/0001 Major Incident Process Dimensions
PA/PER/033 Horizon Capacity Management and Dimensions
Business Volumes
PGM/CHM/ION/2186 Change Management process overview I 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, or those stored outside of Dimensions, are not under
change control.
0.5 Abbreviations/Definitions
Abbreviation Definition
BCSF Services The provision of the Business Capabilities and Support Facilities
ccD Contract Controlled Document, a document which is listed as such in a Schedule of
the Agreement or designated as such in a CCN agreed after the date of signature of
CCN1200
CMT Comms Management Team
Counter Base Unit
The PC element of the Counter Equipment
Counter Gold Build
A compiled set of operating system, driver and application system code which can
be installed onto a Counter Base Unit, upon which the main application system
code, and subsequent patches and changes, can be applied. Occasionally, new
Counter Gold Build versions may be created, either as the only way that required
change can be released, or with the aim of reducing the volume of subsequent
updates required for a new or replaced Counter to build to the appropriate software
version
EUC Tower Contractor
The Next Supplier of branch hardware engineering services, in place of the expired
Fujitsu provided Engineering Service.
Fujitsu Services Branch
Issues Manager
The Fujitsu Services employee designated in writing by Fujitsu Services as the
individual holding this position for the purposes of the Agreement from time to time
Fujitsu Services Head of
Service Management
The Fujitsu Services employee designated in writing by Fujitsu Services as the
individual holding this position for the purposes of the Agreement from time to time
Fujitsu Services Service
Introduction Manager
The Fujitsu Services employee designated in writing by Fujitsu Services as the
individual holding this position for the purposes of the Agreement from time to time
HCI
Human Computer Interface
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HNG-X Horizon Next Generation, known to POL as Horizon Online.
ITIL IT Infrastructure Library. A set of Best Practice guidance for IT Service
Management. ITIL is owned by the OGC and consists of a series of publications
giving guidance on the provision of Quality IT Services, and on the Processes and
facilities needed to support them.
MAC Major Account Controllers
MBCI Major Business Continuity Incident
OLT An Operational Level Target of Service required from Fujitsu Services by Post
Office
Post Office Core Day 08:00 to 20:00 Monday to Saturday inclusive, excluding Bank Holidays
Post Office Head of The Post Office employee designated in writing by Post Office as the individual
Systems Operations holding this position for the purposes of the Agreement from time to time
SLT Service Level Target
SRB Service Review Book
0.6 Changes Expected
Changes
Expected changes should the HNG-X design or solution require amendment to the service
provided by Fujitsu Services.
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. This document and the processes and procedures described herein
will generally comply with 1S027001, the information security management standard.
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1
4.4
1.2
1.3
1.4
1.5
1.6
1.7
2
Service Summary
The Service Management Service consists of the following elements:
(a) _ the Service Management Service — this service element is described in sections 2
and 3 of this document;
(b) the Release Management Service — this service element is described in Annex A of
this document; and
(c) the Capacity Management Service — this service element is described in Annex B of
this document.
(d) the MAC Team - this service element is described in Annex C of this document.
The Service Management Service will monitor, manage and maintain the delivery of the
Operational Services. This Service Management Service, Service Description details the
specific components of key service management activities. The significance of the detailed
activities may vary over the life of the Agreement but shall include:
(a) management of problems and complaints; and
(b) measurement and management of customer satisfaction.
Specific Operational Service, service management functions are also described where
applicable in the associated Operational Service, Service Descriptions.
Post Office (or their nominated managing agent) 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 where this is achievable. Any such changes shall be agreed
in accordance with the Change Control Procedure or as otherwise as agreed between the
Parties in writing.
The Service Management Service is not subject to any Service Level Targets (SLTs) but is
ultimately responsible for the delivery, management and performance of the HNG-X
Services other than the BCSF Services.
The Service Management Service will provide configuration management as set out in
section 2.1.7.
The Service Management Service will provide application interface support between the
Fujitsu TFS toolset and ATOS SDM toolset for the purposes of exchange of incidents.
HNG-X
2.1 Service Definition
2.1.1 Service Management Functions
2.1.1.1. Fujitsu Services and Post Office shall utilise the governance framework where necessary as
defined in Schedule A2 to manage the delivery of the HNG-X Services other than the BCSF
Services.
2.1.1.2. Fujitsu Services shall have responsibility for all aspects of delivery of the HNG-X Services
other than the BCSF Services.
2.1.1.3. The Service Management Service shall be responsible for:
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(a) _ the provision of monthly service reports;
(b) the management of the HNG-X Services other than the BCSF Services in their
achievement of all SLTs, Operational Level Targets (OLTs), performance metrics
and design targets;
(c) the management of service improvement plans (as may be required in accordance
with this Agreement) in collaboration with the Post Office;
(d) _ the liaison with Post Office in respect of the overall performance of services;
(e) all aspects of Data Centre operations as defined in the CCD entitled: “Data Centre
Operations Service, Service Description” (SVM/SDM/SD/0003) including availability
management, network management, systems management and technical interfaces
with Post Office Clients and other domains; and
(f) the maintenance and management of Business Continuity Plans.
2.1.1.4. Fujitsu Services shall plan and manage the implementation of all Releases in conjunction
with the Release Management Service as described in Annex A of this Service
Management Service, Service Description.
2.1.1.5. The Service Management Service is responsible for the management of the Release
Management service component of this Service Management Service as described in
Annex A of this Service Management Service, Service Description and shall be specifically
responsible for:
(a) _ planning and managing the implementation phase of all Releases as defined in the
CCD entitled: “Fujitsu Services RMG BU Release Policy” (PA/STR/003); and
(b) keeping the Post Office (or their nominated managing agent) informed of the content
and progress all Releases.
2.1.2 Problem Management
2.1.2.1
The Service Management Service will provide a single point of contact for any operational
or service related issues that fall under the scope of the HNG-X contracted services via the
MAC Team.
2.1.2.2. The Service Management Service will have overall responsibility for the integrity of the
process, liaison with Post Office (or their nominated managing agent) and management of
managers of the individual HNG-X Services who manage individual problems to resolution.
This will be provided in conformance to the Working Document entitled “Interface
Agreement for the Problem Management Interface” (CS/IFS/008).
2.1.3. Branch Issues Management
Fujitsu
(a)
(b)
Services will provide a Fujitsu Services Branch Issues Manager to:
where considered necessary by Fujitsu Services, following consultation with Post Office (or
their nominated managing agent) and following Post Office (or their nominated managing
agent) completing all reasonable checks, arrange for the investigation of equipment and
electrical supply and health and safety issues;
investigate and manage the resolution of exceptional volumes of Incidents experienced by
individual Branches where such incidents fall under the scope of the HNG-X contracted
services;
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(c) _ investigate and gather information on problems across Branches where such problems fall
under the scope of the HNG-X contracted services;
(d) _ to provide additional on-site support, where requested to do so by the Operational Business
Change Service, for complex Operational Business Changes (relating to that Branch) to
marshal resources and reduce risk;
(e) monitor Branches that have recently experienced multiple Incidents and problems within the
scope of the contracted HNG-X operational services for a period agreed between Fujitsu
Services and the Post Office (or their nominated managing agent) on a case by case basis;
and
(f) provide details to Post Office (or their nominated managing agent) of any issues outside of
Fujitsu Services control to enable Post Office to manage resolution of the Incidents.
2.1.4 Complaints Procedure
Fujitsu Services will manage a complaints procedure as described in the Working Document entitled:
in “End to End Customer Complaints Procedure — Joint Working Document” (SVM/SDM/PRO/0003).
2.1.5 Service Improvement
2.1.5.1. Within ten (10) Working Days of the end of each calendar month Fujitsu Services will report
on progress against the service improvement plans created within the Service Review
Book.
2.1.5.2. Fujitsu Services will provide and maintain an appropriate service improvement plan for
approval by Post Office (or their nominated managing agent, such approval not to be
unreasonably withheld or delayed). Post Office will provide clear guidance, as an input to
this plan, actions it would reasonably expect Fujitsu Services to complete to attain a target
scorecard score or the implementation of reasonable and necessary service improvements
or cost saving initiatives, such actions, service improvements and cost saving initiatives to
be within the scope of the specific HNG-X Services or the HNG-X Service Infrastructure.
2.1.5.3. Post Office (or their nominated managing agent) and Fujitsu Services will share their
respective service management skills to support a change from Incident management to
service management.
2.1.6 Operational Change Proposals
2.1.6.1 The Service Management Service is responsible for the Managed Service Change (MSC)
process to ensure urgent operational changes to the HNG-X Service Infrastructure are
implemented in a timely, accurate, controlled and secure manner without any adverse
effect on the availability of the HNG-X Services and HNG-X Service Infrastructure, unless
otherwise agreed between the Parties.
2.1.6.2. The Service Management Service will ensure that:
(a) no changes will be carried out without an approved MSC unless the change is to
resolve an Incident adversely affecting the HNG-X Services;
(b) changes relating to Incidents where the change has been implemented to resolve the
Incident without an approved MSC should be documented with a retrospective MSC;
(c) changes will not be carried out that affect the ability of a Branch to serve Customers
during Post Office Critical Periods;
(d) changes will not be carried out that affect the ability of a Branch to serve Customers
during Post Office Core Day except by prior agreement with Post Office; and
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(e) the change originator is responsible for ensuring that the change is completed in
accordance with ITIL service management best practice. Appropriate levels of
implementation, communication, regression and test planning must be completed.
2.1.6.3. The MSC process shall be carried out in the following manner:
(a) MSCs may be raised by any of the Operational Services or by Fujitsu Services on
behalf of Fujitsu Services’ suppliers;
(b) the MSC originator must clearly document:
« the reason for the change;
e the HNG-X Services or HNG-X Service Infrastructure platform requiring the
implementation of the change;
e the timescale in which the approval and change should take place; and
* any known effect of the change on the provision of the HNG-X Services or
HNG-X Service Infrastructure;
(c) I MSCs will be entered into a central database and then distributed to the appropriate
Operational Services, Fujitsu Services' suppliers and, if necessary, Post Office (or
their nominated managing agent) and where it has an impact or potential impact, to
provide comments and authorisation for the implementation of the change;
(d) if any of the authorising parties challenge or disagree with the content of the MSC.
and therefore request withdrawal or deferral of the planned change, this will be
managed by the Service Management Service and the MSC will be re-issued
following amendment or the proposed change cancelled;
(e) where an MSC has been issued retrospectively, as described in section 2.1.6.2 (b),
the MSC is distributed to the appropriate Operational Services, Fujitsu Services’
suppliers and, if necessary, Post Office, for advice and audit purposes only. In such
circumstances, no MSC approval is required;
(f) following the successful implementation of a change, the Service Management
Service will ensure the appropriate Operational Service arranges for the
documentation relating to procedure, process or design, to be updated to reflect the
change.
2.1.7 Configuration Management
2.1.7.1 The Service Management Service is responsible for the administration, management and
control of all configuration management activities, within the HNG-X Service
Infrastructure and the BCSF Service.
2.1.7.2 The Service Management Service shall be responsible for maintenance and
management of configuration management reports produced by Operational Services and
such reports shall be available to Post Office (or their nominated managing agent) upon
request.
2.2 Service Availability
All elements of the Service Management Service are available Monday-Friday 09:00hrs -17:30hrs
excluding Bank Holidays, with the following exceptions:
2.2.1. release introduction activities such as Data Centre migration or Software distribution will be
carried out in accordance with relevant project plans; and
2.2.2. duty management is available 24 hours a day, every day of the year.
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2.2.3. Fujitsu TFS to ATOS SDM toolset application interface support is available 24 hours a day,
every day of the year.
2.2.4. I MAC Team is available:
(a) Monday-Friday 8am-8pm.
(b) I Saturday- 8am-5pm
(c) I Sunday- No cover
(d) I Bank Holidays (excluding Christmas) 8am-2pm.
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 Service
Management 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 whole calendar
month
2.3.2 Service Level Relief
This section does not apply to the Service Management 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 Service Management Service SLTs for which liquidated damages apply.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
2.3.5.1 MAC Team Global User Response
98% of global user requests during a whole calendar month fulfilled within 30mins from MAC Team
receiving the incident into the Fujitsu domain calculated within MAC Team working hours assuming
the MAC Team are operating normally and from the primary site i.e. to exclude DR scenarios.
Table 1
Description SLT
2.3.5.1 MAC Team Global User Response <=30mins >=98%
In the event that the branch user is not contactable by phone the incident will be suspended and the
MAC team will make subsequent attempts to fulfil the request.
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2.3.5.2 I MAC Team EUC Tower Contractor Engineer Support
95% of Incidents raised to request support for onsite EUC Tower Provider engineer to be
(automatically) acknowledged as being with Fujitsu within 15 minutes of receipt
Table 2
Service Level Description SLA Target Reporting Period -
Engineering Support All EUC Tower 95% Monthly
Incident Response Contractor engineer
(Sev 1) incident support
requests to be
acknowledged as being
with Fujitsu within 15
minutes of receipt.
Table 3
Service Level Description SLA Target Reporting Period -
Engineering Support All EUC Tower 90% Monthly
Incident Assignation Contractor engineer
(Sev 1) incident support
requests to be
assigned to a relevant
Fujitsu resolving group
within 15 minutes of
receipt
2.3.6 Operational Level Targets
There are no operational level targets (OLTs) associated with the Service Management Service.
2.3.7 Performance Metrics
There are no performance metrics associated with the Service Management Service.
2.3.8 Design Targets
There are no design targets associated with the Service Management Service.
2.4 Service Limits and Volumetrics
There are no service limits or volumetrics associated with the Service Management Service.
2.5 Assets and Licences
2.5.1 Assets
Any assets associated with the Service Management Service are captured in the Asset Register.
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2.5.2 Licences
Any licences associated with the Service Management Service are captured in the Asset Register.
2.6 Charges
2.6.1 Operational Fixed Charges
See Schedule D1 of the Agreement.
As described in CCN1409a the Charges for the Service Management Service in years ending March
2016 and March 2017 are lower than those for year ending 31st March 2015 due to the expiry or
termination of the Engineering Service. In the event that the Engineering Service is extended beyond
31st March 2015 the Service Management Service Charge shall be increased by £29,648.70 per
month to perform the activities described in section 5.2 and such increase shall be detailed in the
associated CCN to extend the Engineering Service.
2.6.2 Operational Variable Charges
Additional charges relating to the Service Management Service are calculated against the number of
Branches and the number of Service Management Services operated at a price per Branch and
Service as defined in Schedule D1 of the Agreement.
2.6.3 Additional Operational Variable Charges
There are no additional operational variable charges for this Service Management Service, Service
Description.
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
Service Management 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 Service
Management 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 to enable to
Fujitsu to deliver the Service Management Service, Post Office (or their nominated managing agent)
will:
(a) manage and liaise with Branches as necessary to enable resolution of problems in
accordance with section 2.1.3 (f) of this Service Management Service, Service
Description;
(b) complete all reasonable checks in accordance with section 2.1.3 (a) of this Service
Management Service, Service Description;
(c) not unreasonably withhold or delay the MSC approval process referred to in section
2.1.6.3 of this Service Management Service, Service Description, where a change is
required to be implemented within a specific timescale; and
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(d) comply with the obligation in section 2.1.5.2 of this Service Management Service, Service
Description.
2.9 Business Continuity
2.9.1. Fujitsu Services is responsible for maintaining business continuity arrangements for the
Service Management Service and sharing this information with Post Office (or their
nominated managing agent) as requested.
2.9.2. Fujitsu Services and Post Office (or their nominated managing agent) Business Continuity
Managers will agree a plan of action in accordance with the Major Business Continuity
Incident Management Process (MBCI) as defined in the described in the Working
Document entitled: “Major Incident Process”, (SVM/SDM/PRO/0001).
2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Service Management Service, Service Description
supports the delivery of the Service Management Service. Should any elements of the Service
Management 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.
CCN 1332a introduced an obligation to update the Change Management process overview,
(PGM/CHM/ION/2186) on an annual basis.
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3 Annex A: Release Management Service
3.1 HNG-X
3.1.1 Service Definition
The Release Management Service comprises the following elements:
3.1.1.1. Release Introduction
Introduction of each new Release will be carried out in accordance with the CCD entitled
“Fujitsu Services RMG BU Release Policy” (PA/STR/003).
3.1.1.2 Release Contents
The contents of a Release will be described in a Release Contents Description. Either Post
Office or Fujitsu Services shall request changes to a Release via the Change Control
Procedure. Once these changes have been agreed in accordance with the Change Control
Procedure, Fujitsu Services will update the contents of the Release in the Release Contents
Description.
3.1.1.3 Release Distribution Timing
3.1.1.3.1 There shall be only two circumstances when Post Office may determine the timing of the
distribution of new Releases:
(a) when a new Post Office Client is connected to the HNG-X Central Infrastructure for
the first time; or
(b) where a major new service is being introduced in line with Post Office's contractual
or statutory obligations.
3.1.1.3.2 In all other circumstances the control and the distribution of Releases shall be at the
discretion of Fujitsu Services.
3.1.1.3.3 Fujitsu may advise Post Office that releases will require to be released via a Counter Gold
Build release, on occasions, but it will be Post Office’s responsibility to plan the
timings of Counter Gold Build releases and to request them, using the Change
Control Procedure.
3.1.1.4 Release Testing
3.1.1.4.1 Fujitsu Services shall provide evidence that each Release has been tested so that it is
shown to meet the Operational Service requirements, SLTs and design targets.
3.1.1.4.2 Such testing shall be carried out in accordance with “Approach to Testing for HNG-X Post
Release 2” (TST/GEN/STG/0906).
3.1.1.4.3 Fujitsu will test any new Counter Gold Build version to be released, only to the point of
verifying that it can be successfully installed on a Counter Base Unit. It will be
the responsibility of the EUC Tower Contractor to test that their Counter Gold
Build duplication and installation processes and mechanisms can perform an
effective Counter Gold Build install.
3.1.1.5 Preparation for Release
3.1.1.5.1 Fujitsu Services shall provide evidence of sufficient and satisfactory preparation for the
implementation of a Release.
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3.1.1.5.2 In respect of each Release Fujitsu Services shall provide a release plan, for agreement by
Post Office (such agreement not to be unreasonably withheld or delayed) prior to
the Release, documenting how the Parties intend the Release be deployed in
Branches and assessing the risk to and impact on the HNG-X Services.
3.1.1.6 Release Approval
The following shall be approved by Post Office before any Release, this approval not being
unreasonably withheld or delayed:
(a) _ the contents of any Release;
(b) the upgrade path for any Release;
(c) _ the timing of the distribution of any Release;
and
(d) _ the timing of the activation of any Release.
3.1.1.7 No Disruption to Users and the Working Environment
Releases of Software and/or Reference Data will be distributed across the HNG-X
Telecommunications Infrastructure and therefore will require minimal User involvement and Fujitsu
Services shall ensure there is no significant disruption to Users or to the Branch working
environment.
In order to minimise disruption when a Counter Gold Build is released, whether it is to be used as part
of a Release or for installations on new or replaced Counter Base Units:
(a) Fujitsu will release new versions of Counter Gold Builds to the EUC Tower Provider, to agreed
timescales
(b) Post Office (or their nominated managing agent) will manage the EUC Tower Provider's
release of the Counter Gold Build under change control, to agreed timescales
and
(c) the EUC Tower Provider will manage the further release of the Counter Gold Build version
onto Counter Base Units in a timely manner.
3.1.1.8 No Corruption to Post Office Data
The data within Software and/or Reference Data is protected at source. Following distribution of the
Release, Fujitsu Services will preserve the integrity of such data in accordance with Clause 33.1.
3.1.1.9 Record of Releases
A record of the Release of Software and Reference Data which is in use at each Branch will be
maintained under configuration control within an asset database which is maintained by Fujitsu
Services.
3.1.1.10 Availability in Branches
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Fujitsu Services shall be permitted to suspend availability of the HNG-X Services, the Branch
Telecom Infrastructure and/or the HNG-X Central Infrastructure outside the Post Office Core Day, at
such times and for such periods of time as agreed in advance with Post Office (such agreement not
to be unreasonably withheld or delayed) in connection with implementation in Branches of each
Release, to the extent the Branch is affected by such Release.
3.1.2 Post Office Dependencies and Responsibilities
Post Office will plan the timings of Counter Gold Build releases, in discussion with Fujitsu and Post
Office’s other providers. When required Post Office will request Counter Gold Build releases using
the Change Control Procedure.
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4 Annex B: Capacity Management Service
4.1 HNG-X
4.1.1 Service Definition
Fujitsu Services shall:
4.1.1.1. provide the Capacity Management Service to manage capacity and the business workload
volumes within the limits supported by the Branch Infrastructure and HNG-X Central
Infrastructure;
.1.2. monitor the actual volumes as against the volumes specified in CCD entitled: “HNG-X
Capacity Management and Business Volumes” (PA/PER/033) and shall report such numbers and
resulting trends in a monthly capacity report and distributed to Post Office;
4.
4.
.1.3. review volume forecasts and may in the light of such reports, recommend changes that may
be required. Post Office and Fujitsu Services shall agree volumes, trends and/or peak thresholds
which, if they occur or are exceeded in live operation, shall be reported by Fujitsu Services;
4.
.1.4. produce and maintain a capacity model of the system. The assumptions, inputs, calculations
and outputs of the model shall be shared with Post Office;
4.1.1.5. add components to the capacity model at any time as required to provide, as far as is
reasonably practicable, a quantified understanding of system performance characteristics as they
relate to technical parameters; and
4.1.1.6. in consultation with Post Office, seek to optimise the capacity of the Branch Infrastructure or
the HNG-X Central Infrastructure so as to minimise the need for any future cost increase.
4.1.2 Collect & Return Service
Fujitsu Services shall:
manage capacity for Collect and Returns, Collect and Return Service defined in Data Centre
Operations Service: Service Description, SVM/SDM/SD/0003, as per Capacity Management Service
defined in 4.1.1 above.
4.1.3. Post Office Dependencies and Responsibilities
Post Office shall co-operate with Fujitsu Services in the assessment of future transaction types and
transaction volumes.
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5 Annex C: MAC Team
Fujitsu MAC Team shall perform the Core Activities detailed in section 5.1 for the duration of the
Service Management Service.
Fujitsu MAC Team shall perform the Engineering Activities detailed in section 5.2 for the duration of
the Engineering Service subject to a CCN for the agreement of uplifted Service Management Service
charges in the event that the Engineering Service is extended beyond 31 March 2015 as detailed in
section 2.6.1
5.1 MAC Team Core Activities
e TfS stack management and call closure analysis
« Global User requests (for EUC Tower Provider engineers, POL Trainer and Postmaster). All
requests will come from Post Office and will have been authorised before receipt by Fujitsu.
e Single point of contact for AtoS enquiries and escalation
e Resolution contact point for branch logged software incidents
e Incident and High Profile Incident Management support
e Network SLT incident analysis
« Customer complaint handling and trend reporting
5.2 EUC Tower Provider Engineer Support
The MAC Team will receive Incidents related to providing network or application configuration
support (as defined in the first section of attachment 1 to CCN1409a) to engineers of the EUC Tower
Provider making on-site Counter Hardware break-fix visits. When receiving these Incidents they will
be classified with Severity Level 1 and their resolution will aim to meet the service level targets
described in Section 2.3.5.2 of this document.
5.3 Raising Pro-Active Incidents on Branch Hardware
The MAC Team will raise pro-active break-fix Incidents for EUC Tower Provider engineers to resolve
issues with Branch Hardware that have been identified from Event & Systems Monitoring activities
within the Systems Management Service. The Incidents will be raised by email to the Atos Service
Desk.
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