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Document Title: POLSAP Hosting Service, Service Description
Document Reference: SVM/SDM/SD/2191
Release: POLSAP
Abstract: Describes the POLSAP Hosting Service
Document Status: APPROVED
Author & Dept: Andrew Hemingway
External Distribution: (Specify those individuals outside of the Post Office Account who
required approved version only. For POA Document Management
to distribute following approval)
Security Risk YES, security risks have been assessed, see section 0.9 for details.
Assessment Confirmed
‘oval Authorities:
me Role
Ben Cooke Head of IT Service — Back Office See Dimensions for record
Alex Kemp Senior Operations Manager See Dimensions for record
See POA Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on who should approve.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
0.1 Table of Contents...
0.2 Document History.
0.3 Review Details.
0.4 Associated Documents (Internal & External
0.5 Abbreviations.
0.6 Glossary..
0.7 Changes Exp
0.8 Accuracy...
0.9 Security Risk Assessmen
1 SERVICE SUMMARY.
2 POLSAP HOSTING.
2. Service Definition....
1.4 Key Activities...
1.2 Service Boundaries
1.3 Capacity management.
1.4
1.5
Managed Service Chang
Service Management..
2.2 Dependencies on other opi
2.2.1 The Service Management Servic
2.2.2 The Systems Management Service.
2.2.3. The Central Network Service. 12
2.24 The Branch Network Service. 13
2.2.5 The Management Information Servic 13
2.2.6 The Reference Data Management Service. 13
2.2.7. The Operational Business Change (Branch Change) Service. 13
2.2.8 The Third Line Support Service...
2.2.9 The Security Management Service.
2.2.10 Data Centre operations Service.
2.3. Service Level:
2.4 Obligations.
2.4.1
2.4.2
2.5 Business Continuity.
2.5.1 Frequency...
2.6 Documentation set supporting the servi
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0.2 Document History
Only integer versions are authorised for development.
Version No. Summary of Changes and Reason for Issue Associated Change
CP/CCNIPEAK
Reference
041 25/1/14 Document created CCN1400
1.0 13-May-2014 I Approval version
14 27-Jan-2015, Extension of POLSAP Hosting Service beyond 31st March 2015 CCN1418
1.2 06-Sep-2016 Introduced, due to the termination of the POLSAP Application CCN1609a
Support Service on the 5" October 2016. This service description
comes into effect on 5" October 2016
13 03-Oct-2016 Inclusion of Open Text and Oracle licenses and support. This CCN1609a
service description comes into effect on 5" October 2016.
14 03-Oct-2016 Fujitsu internal drafting changes CCN1609a
15 03-Oct-2016 Fujitsu internal drafting changes. This service description comes I CCN1609a
into effect on 5" October 2016.
2.0 28-MAR-2017 I Approved on approval of CCN1609d CCN1609d
0.3 Review Details
See POA Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on completing the lists below. You may
include additional reviewers if necessary, but you should generally not exclude any of the mandatory reviewers
shown in the matrix for the document type you are authoring.
Review Comments by:
Pein Cem Andrew Hemingway + POA Document Management
Mandatory Review
Role Name
Lead Service Delivery Manager Yannis Symvoulidis
Commercial Manager Carol Dunford
SSC (for Configuration Management) Steve Parker; SSC Duty Manager
Operational Change/Release Management Alan Flack
Service Architect Phil Boardman
POL IT Vendor Manager Babu Palathoti
POL Head of IT Service - Back Office Ben Cooke
Atos Service Manager Gary Blackburn
Atos Service Manager lan Humphries
Optional Review
Role Name
Security Architect Dave Haywood; Darren Gaile
Application Development Manager Graham Allen
Business Continuity Almizan Khan
Fujitsu Solution Owner As appropriate and if relevant for current change
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Network Operations Manager
Roger Stearn; Chris Harrison
Systems Mgt & Global Cloud
Catherine Obeng
Infrastructure Operations Manager
Andrew Hemingway
Senior Operations Manager
Alex Kemp
Quality and Compliance
Bill Membery
Application Lead SDM, Risk and Service Introduction
Yannis Symvoulidis
ciso
Document Manager
Matthew Lenton
POA BAS Lead
‘Steve Bansal
Management information Service
Mark L Jones
POL IT Vendor Manager
Praveen Pai
(*) = Reviewers that returned comments
Position/Role
Name
0.4 Associated Documents (Internal & External)
References should normally refer to the latest approved version in Dimensions; only refer to a
specific version if necessary.
Reference Version Date le Source
PGM/DCM/TEM/0001 I See note I See note above POA Generic Document Template Dimensions
(DO NOT REMOVE) I above
PGM/DCM/ION/0001 POA Document Reviewers/Approvers I Dimensions
(DO NOT REMOVE) Role Matrix
SVM/SDM/PRO/0018 POA Operations Incident
Management Procedure
SVM/SDM/SD/0003 Data Centre Operations Service,
Service Description
SVM/SDM/SD/0004 Third Line Support Service, Service
Description
SVM/SDM/SD/0006 Systems Management Service,
Service Description
SVM/SDM/SD/0007 Service Management Service,
Service Description
SVM/SDM/SD/0011 Branch Network Service, Service
Description
SVM/SDM/SD/0012 Central Network Service, Service
Description
SVM/SDM/SD/0013 Reference Data Service, Service
Description
SVM/SDM/SD/0014 Operational Business Change
(Branch Change) Service, Service
Description
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SVM/SDM/SD/0016 Management Information Service,
Service Description
SVM/SDM/SD/0017 Security Management Service,
Service Description
SVM/SDM/SIP/0001 HNG-X Business Continuity
Framework
SVM/SDM/PRO/0001 POA Operations Major Incident
Procedure
SVM/SDM/OLA/0872 POLSAP Hosting Service Working
Document (Operational Level
Agreement)
0.5 Abbreviations
Abbreviation Definition
BC Business Continuity
DR Disaster Recovery
IPsec Internet Protocol Security
ITIL Information Technology Infrastructure Library
MSC Managed Service Change
POLSAP The POLSAP application
VPN Virtual Private Network
0.6 Glossary
Development SAP Means the platform used to host the SAP Software instance known as PLD,
System including PLD itself
Production SAP System Means the platform used to host the SAP Software instance known as PLP,
including PLP itself
QA/Test SAP System Means the platform used to host the SAP Software instances known as PLQ, and
PLE, including PLQ and PLE themselves
SAP System The QA/Test SAP System, the Development SAP System and the Production SAP
System
0.7 Changes Expected
0.8 Accuracy
Not applicable.
0.9 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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Service Summary
1.1 The POLSAP Hosting Service is responsible for the provision of hosting for the POLSAP
environment, which includes, for example; servers and storage within the Fujitsu Services IRE11
and IRE19 Data Centre environments.
1.2 The primary elements of the POLSAP Hosting Service cover the day to day management and
operational control of the Data Centre environments located in the live Data Centre and the Disaster
Recovery (DR) Data Centre.
1.3 Operational staff will be appropriately trained to carry out the POLSAP Hosting Service process,
which includes monitoring capability within each of the respective Data Centres to an agreed level.
1.4 The POLSAP Hosting Service provides on-site operational support in order to identify / minimise
interruptions to the POLSAP Service provided by Fujitsu Services.
1.5 Changes to the Data Centre environments shall be made without impacting the live service and in
accordance with Fujitsu Services' corporate working practices and operational standards. No
changes will be carried out within the Data Centre without an approved change record. The
operational hours of the POLSAP Hosting Service are 06:00 to 22:00 Monday to Friday, excluding
bank holidays.
1.6 The POLSAP Hosting Service shall be fully compliant with the security management standards and
policies and follow approved procedures as set out within the Contract Controlled Document (CCD)
entitled: “Security Management Service, Service Description” (SVM/SDM/SD/0017).
1.7 The live Data Centre will run in an active / DR mode with the DR Data Centre being used for testing.
The live Data Centre (including the communications in and out of the building) is, in its own right,
fully resilient. There are single high capacity network links in each data centre. Resilience is
achieved by triangulation, for example, of the single network link into the live Data Centre fails then
traffic will use the single high capacity link into the DR Data Centre and traverse the inter campus
link. Also many network components are active / active across the data centres. Business Continuity
testing is completed at regular intervals, as detailed in the Working Document entitled: “HNG-X
Business Continuity Framework” (SVM/SDM/SIP/0001).
1.8 The POLSAP Hosting Service provides network VPN connections to the Next Supplier (this being
Accenture in Hof and Kronberg. In addition, the POLSAP Hosting Service utilises shared network
components delivered by the "Central Network Service" as detailed in SVM/SDM/SD/0012.
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1 POLSAP Hosting
1.1 Service Definition
1.1.1 Key Activities
1.1.1.1 Access control
The POLSAP Hosting Service will conform to the controls and procedures around access to the Data
Centre environments as defined in the CCD entitled: “Security Management Service, Service
Description” (SVM/SDM/SD/0017).
1.1.1.2 Incident Management
Incidents will be recognised from the following sources:
« From POLSAP Users, via the Post Office Service Integrator’s support desk
« From the Next Supplier's (Accenture’s) application administrators, via the Post Office
Service Integrator’s support desk
e Raised as a result of automatic alerts from the POLSAP Central Infrastructure, which is
defined in 2.1.2.1 below.
Post Office Service Integrator shall be responsible for managing all reported Incidents and Problems.
The Post Office Service Integrator will pass a call to Fujitsu Services if it is determined that it is an
infrastructure problem in the POLSAP hosting environment. Should alerts in the estate require
application administrative actions to resolve, then Fujitsu Services will raise an incident with the Post
Office Service Integrator support desk for resolution by the Next Supplier.
Fujitsu Services will be responsible for informing Post Office of any service affecting Incidents.
The POLSAP Hosting Service will conform to the Fujitsu Services Post Office Account (POA) Incident
management process as defined in the Working Document entitled: POA Operations Incident
Management Procedure (SVM/SDM/PRO/0018) for the following types of Incident management:
1.1.1.2.1 Major Incident Management
Major Incidents will be managed in accordance with the Working Document entitled: POA Major Incident
Procedure (SVM/SDM/PRO/0001).
1.1.1.3 Environmental Management
(a) The POLSAP Hosting service will participate in the maintenance plan detailed in the
Data Centre Operations Service, Service Description (SVM/SDM/SD/0003).
(b) Fujitsu Services shall implement the maintenance schedule as a series of MSC’s
throughout the year. The maintenance schedule shall be reasonably flexible to
accommodate any Hardware that requires additional maintenance activities to be
undertaken, as identified by the specific Fujitsu Services Hardware supplier.
1.1.1.4 Configuration Management
The POLSAP Hosting Service will be responsible for maintaining information regarding:
e data cabling and relationships between equipment;
«power cabling and relationships between equipment;
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* rack locations;
e — on-site equipment
e Documentation - e.g. site access forms & delivery notes.
1.1.2 Service Boundaries
The Service Boundaries are depicted in Figure 1, below.
The end users’ access to POLSAP is via the Royal Mail SAP E-Portal, which is part of the CSC
environment.
Accenture, as the Next Supplier of services previously provided as the POLSAP Applications Support
Service, shall provide administration of and support for the POLSAP software.
Server Operating System
POLISISD
(andcsc) I
Veer Mangere I
I
I Application Administration and Support <5
I ss
Accenture 3s
ae
Database Configuration Database Configuration 2 Application
2 Interfaces
z Technical
Database Server Software Database Server Software e2 Interfaces
35
Be
ag
Server Operating System 2
Fujitsu
Server Hardware
SAN
Figure 1: POLSAP Roles
1.1.2.1. The POLSAP Solution
Figure 2, below, outlines the POLSAP application solution, detailing those systems comprising the
POLSAP Central Infrastructure hosted and supported by the POLSAP Hosting Service:
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( SAP FHSIEN Environment)
H Ni YOO OSCE
i q 1 4 i! i! 1! Ht H
i J i ! ' i iH I tH I
< i AL 1 i i H i
! ' 1! al fl h
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SAP R/3 Opentont SAPRIS SAPXI = SAPR/3.«SAPXI_Opentext
PLP __——-AX0S) (QAS) (AS) (DEV) (DEV) _—(IXOS)
Se Solution PLE/PLQ ax PLD DXi
lanager
PLM
Data Data
Backup Backup
Archive Archive
Figure 2: POLSAP Central Infrastructure
1.1.2.2 I Network Links to the Next Supplier (Accenture)
The network between the POLSAP Hosting Service and Accenture in Hof and Kronberg is provisioned
via the public internet.
1.1.3. Capacity management
Further details of Fujitsu Services’ obligations relating to capacity management are set out in section
2.1.5.4 of the CCD entitled ‘Systems Management Service, Service Description’ (SVM/SDM/SD/0006)
however for avoidance of doubt the resource associated of performing such obligation are included in
POLSAP Hosting Service.
It is noted that the network IPsec VPN’s to Accenture are configured over the shared Post Office internet
circuit. This internet circuit is currently specified at 10Mbps and any use of this circuit beyond existing
capacity resulting in present services being impacted would mean the need to upgrade the circuit or
isolate traffic to restore access to existing services.
1.1.4 Managed Service Change
The POLSAP Hosting Service will create and/or impact Managed Service Change MSC’s for operational
changes in accordance with section 2.1.6 of the CCD entitled: “Service Management Service, Service
Description” (SVM/SDM/SD/0007), however for avoidance of doubt the resource associated of
performing such obligation are included in POLSAP Hosting Service.
1.1.5 Service Management
1.1.5.1 Management of the POLSAP Hosting environment
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To ensure the number of hardware failures is kept to a minimum thereby containing risk to both Post
Office and Fujitsu Services, Fujitsu Services shall:
1. Continually monitor the state of repair of the installed Hardware within the POLSAP.
Hosting environment and pro-actively manage the introduction of replacement parts in
the appropriate circumstances; and;
2. Continually monitor the performance of the Hardware within the POLSAP Hosting
environment and pro-actively log and assist in the resolution of any degradation in
performance of such hardware.
It is acknowledged that certain components within the POLSAP Hosting Service will be beyond vendor
support lifecycle after 1* April 2016. Refer to CCN1512c (Extension of POLSAP Hosting Service &
POLSAP Applications Support Service beyond 31st March 2016) for further details.
1.1.5.2 Continuity of Spares Supply
Fujitsu Services will ensure that an adequate spares provision exists for all hardware components within
the POLSAP hosting environment where vendor support is available.
Refer to CCN1512c (Extension of POLSAP Hosting Service & POLSAP Applications Support Service
beyond 31st March 2016) for further details.
Fujitsu Services will use reasonable endeavours to resolve incidents that relate to unsupported
components. In the event that it is determined that component(s) require replacement during the period
to 31st March 2017, then this shall be agreed using the Change Control Procedure.
1.1.5.3 Continuous Service Improvement
Fujitsu Services will work closely with Post Office to identify and implement, where agreed, service or
cost improvement initiatives within the POLSAP Hosting Service.
1.1.5.4 Service Reporting
The POLSAP Hosting Service shall, as required, provide service reporting for distribution to Post Office
in accordance with the Service Management Service described in the CCD entitled: “Service
Management Service, Service Description” (SVM/SDM/SD/0007).
1.1.5.5 Supplier Management
The POLSAP Hosting Service will be responsible for managing all third party suppliers utilised in the
support of the POLSAP Hosting service. These activities include:
« defining the services that the supplier delivers;
* negotiating with the supplier;
e — establishing a contract with the supplier;
* — monitoring the performance of the supplier;
performing regular supplier reviews including service initiative reviews;
*® managing problems related to the supplier; and
e — Managing changes related to the supplier.
1.1.5.6 Provision of Licence Support
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In producing CCN1609a (Termination of the POLSAP Applications Support Service), Fujitsu Services
has been asked by Post Office to retain ownership of the Open Text licenses and Oracle licenses from
5" October 2016 until 31* March 2017, these licenses are currently being used as part of the POLSAP.
Applications Support Service which terminates on 5" October 2016. Details of the license and support
are set out in Attachment 2 to CCN1609a (“Open Text Sub-Contract”). Under the terms of the Open Text
Sub-Contract, Open Text will be granting Fujitsu Services the right to sub-licence the “permitted parties”
(Accenture) to use the software specified in Exhibit I to the Open Text Sub-Contract for the number of
operators and installations specified in exhibit I to the Open Text Sub-Contract, whereas the licences are
named user licences and not concurrent user licences. The Charge for the retention of the Open Text
Sub-Contract until 31° March 2017 is set out in paragraph 6.11 of Schedule D1
In addition, Post Office have agreed that Fujitsu Services will retain ownership of the 6 Oracle Database
Enterprise Edition - Processor Perpetual licenses until 31°* March 2017 previously used as part of the
POLSAP Applications Support Service. The Charge for this continuation is set out in paragraph 6.11 of
Schedule D1.
1.2 Dependencies on other operational services
Any changes agreed between Post Office and Fujitsu Services to the scope or availability of the
POLSAP Hosting 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
follows:
1.2.1. The Service Management Service
Any changes to the scope of the POLSAP Hosting Service may result in changes to the Service
Management Service (see ‘Service Management Service: Service Description’ (SVM/SDM/SD/0007)).
1.2.2. The Systems Management Service
Any changes to the scope of the POLSAP Hosting Service may result in changes to the Systems
Management Service (see ‘Systems Management Service: Service Description’ (SVM/SDM/SD/0006).
1.2.3. The Central Network Service
Any changes to the scope of the POLSAP Hosting Service may result in changes to the Central Network
Service (see ‘Central Network Service: Service Description’ (SVM/SDM/SD/0012)). The POLSAP
Hosting service uses shared components also used by the Central Network service, thus the provision of
the POLSAP hosting service is dependent on the Central Network Service being delivered by Fujitsu.
1.2.4 The Branch Network Service
Any changes to the scope of the POLSAP Hosting Service may result in changes to the Branch Network
Service (see ‘Branch Network: Service Description’ (SVM/SDM/SD/0011)).
1.2.5 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 Data Centre Operations Service changed
this may result in changes to the ‘Management Information Service: Service Description’
(SVM/SDM/SD/0016)).
1.2.6 The Reference Data Management Service
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Any changes to the scope of the POLSAP Hosting Service may result in changes to the Reference Data
Service (see ‘Reference Data Management Service: Service Description’ (SVM/SDM/SD/0013)).
If the scope of the POLSAP Hosting Service changed, any alternative Service Provider would have to
take over this role.
1.2.7. The Operational Business Change (Branch Change) Service
Any changes to the scope of the POLSAP Hosting Service may result in changes to the Service OBC.
(Branch Change) Service (see ‘Operational Business Change (Branch Change) Service: Service
Description’ (SVM/SDM/SD/0014)).
1.2.8 The Third Line Support Service
Any changes to the scope of POLSAP Hosting Service may result in changes to the Third Line Support
Service (see ‘Horizon Online 3rd Line Application Support Service: Service Description’
(SVM/SDM/SD/0004)).
1.2.9 The Security Management Service
The POLSAP Hosting Service will support the Security Management Service in ensuring the appropriate
levels of security are met in respect of systems access. Any changes to the scope of the Data Centre
Operations Service may result in changes to the Security Management Service (see ‘Security
Management Service: Service Description’ (SVM/SDM/SD/0017)).
1.2.10 Data Centre Operations Service
Any changes to the scope of the POLSAP Hosting Service may result in changes to the Data Centre
Operations Service (see ‘Data Centre Operations Service: Service Description’ (SVM/SDM/SD/0003)).
The POLSAP Hosting service uses shared components also used by the Data Centre operations service,
thus the provision of the POLSAP hosting service is dependant the Data Centre operations Service
being delivered by Fujitsu.
1.3 Service Levels
There are no service levels associated with the POLSAP Hosting Service.
1.4 Obligations
1.4.1 PCI
There are no PCI platform types within the POLSAP Hosting Service
1.4.2 Post Office Dependencies and Responsibilities
Post Office responsibilities are as set out in Schedule A5 of the Agreement.
Post Office will procure that its Next Supplier, Accenture, complies with the terms of the Open Text Sub-
Contract, which is set out in Attachment 2 to CCN1609a.
1.5 Business Continuity
There are no business continuity obligations as part of the POLSAP Hosting Service
1.5.1. Testing
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The DR Data Centre has two functions, namely for business continuity/DR purposes on the one hand
and for Release testing on the other. Data Centre business continuity and DR testing will not be
performed during the hours of 9:00am to 5:30pm Monday to Friday, except in the case of a full Data
Centre fail-over test. BC and DR tests will be done at an agreed time with POL out of normal business
hours, i.e. evenings and weekends and there may well charges associated to complete these at these
times. Whenever such Data Centre business continuity, DR testing and/or Data Centre fail-over tests
take place, the DR Data Centre will not be available for Release testing. It is the responsibility of the
POLSAP application administrators to perform the actions that need to be undertaken in order to fail
over the POLSAP application during DR test.
1.5.2 Frequency
Fujitsu Services will carry out minimum of one (1) walkthrough and one (1) operational test per calendar
year for the Data Centre, 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 Business Continuity Framework” (SVM/SDM/SIP/0001).
1.6 Documentation set supporting the service
In addition to the document set listed at section 0.4 of this POLSAP Hosting Service, Service
Description, the document set listed in Table 1 below supports the delivery of the POLSAP Hosting
Service. Should any elements of the POLSAP Hosting 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.
Table 1: Documentation
Document Ref Document Title
POLSAP Hosting Service Working Document (Operational
SVM/SDM/OLA/0872 I Level Agreement)
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