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Document Title: Application Support Service (Fourth Line): Service Description
Document Reference: SVM/SDM/SD/0005
Release: Not Applicable
Abstract: Service description of the Application Support Service (Fourth Line)
provided under contract to Post Office
Document Status: APPROVED
Author & Dept: Phil Boardman Fujitsu Service Architect; Matthew Lenton Fujitsu
Document Manager
External Distribution: As reviewer and approver lists.
Information See section 0.8 for details.
Classification:
roval Authorities:
Nar Role ignature Date
Dionne Harvey Post Office: Head of IT Contract See Dimensions for record
Management
Steve Bansal Fujitsu Services: Senior Service Delivery See Dimensions for record
Manager
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. 2
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 Expecte
0.8 Information Classification
1 SERVICE SUMMARY.
1.1. The Application Support Service (Fourth Line) provide:
2
2.1 Service Definition...
2.1.1 Software Suppot
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 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 Charges.
2.7. Dependencies and Interfaces with other Operational Services.
2.7.1 Third Line Support Service.
2.8 Post Office Dependencies ani
2.9 Business Continuity..
2.9.1 Fujitsu Services Responsibility.
2.9.2 Major Business Continuity Incident (MBCI) management process.
2.10 Documentation Set Supporting the Service...
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0.2 Document History
Version N Date Summary of Changes and Reason for Issue Associated Change
CCN Reference
1.0 24/08/06 Agreed
14 15/08/08 Revisions made as a result of personnel changes
2.0 27/01/09 Document Approved
24 7/10/09 Updated to include off shore 4" line service
3.0 29/10/2009 Document Approved (went to review instead)
3.1 11/01/2010 Updates following review
3.2 15/06/2010 Updates following review
3.3 24/08/2010 Updates following review
4.0 24/08/2010 Approval version
44 25/10/2010 Updated to include POLSAP. CCN1270
4.2 09/11/2010 Updated to remove all HNG-X rollout & pre-rollout
requirements
43 11/03/2013 Updates following regular review
44 22/03/2013 Updated following comments from commercial CCN1332a
manager
5.0 13-Sep-2013 I Approval version
51 25-Feb-2014 I TSS CCN (1400) requires that we remove all scope CCN1400
relating to the POLSAP Services as a new document
SVM/SDM/SD/2306 covers it.
5.2 13-Mar-2014 I Summary of changes in 5.1 added above. CCN1400
6.0 13-Mar-2014 I Approval version CCN1400
61 10-July_2014 I Removal of references to Service Desk and other CCN1409
surplus text
6.2 01-Oct-2014 Minor revisions following internal review: remove CCN1409
Accuracy Statement and Service Desk SD reference;
add CCN ref.
7.0 29-Nov-2016 I Approval version
TA 03-Aug-2021 I Amend 1.1(b), add sentence “The investigation and CCN1623b
resolution of new Incidents...”
Amend 1.1(b) and 2.1.1(f), add words “or Post Office CCN1678
Cloud”.
Amend 2.1.1(f) to correct erroneous reference, from Not subject toa CCN
SVM/SDM/OLA/0017 to SVM/SDM/PRO/0875.
7.2 20-Sep-2021 I Delete “and” from 1.1(b); delete sentence referring to Not subject toa CCN
Fujitsu internal "support guide" from 2.1.1(f) (as agreed
with POL during document review).
8.0 22-Nov-2021 I Approval version
0.3 Review Details
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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:
Review Comments to: matthew.lentoni_._<
PostOfficeAccountDocumentManagement
Mandatory Review
Role Name
Post Office Ltd: Head of IT Contract Management I Dionne Harvey
Fujitsu: Senior Commercial Manager Helen Venters
Fujitsu: Service Architect Phil Boardman
Fujitsu: POA UK Application Delivery Lead Tariq Arain
Role Name
Post Office Ltd: Head of IT Service Martin Godbold <martin. godbold
Fujitsu Commercial Manager Post Office Account Commercial Mailbox
Fujitsu: Senior Service Delivery Manager Steve Bansal
Fujitsu: Service Architecture Manager Alex Kemp
Fujitsu: Head of POA SSC ‘Adam Woodley; SSC Duty Manager
Fujitsu: Head of Application Lifecycle Delivery Graham Allen
Fujitsu: POA Document Manager Matthew Lenton
(*) = Reviewers that returned comments
Issued for Information — Please restrict this
distribution list to a minimum
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 Title Source
PGM/DCM/TEM/0001 I See note POA Generic Document Template Dimensions
(DO NOT REMOVE) I above
PGM/DCM/ION/0001 POA Document Reviewers/Approvers Role Dimensions
(DO NOT REMOVE) Matrix
CON/MGM/005 Post Office Ltd and Fujitsu Services PVCS
(BP/DOC/021) Business Continuity Interface Agreement
PGM/DCM/PRO/000 HNG-X Document Control Process Dimensions
1
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SVM/SDM/SD/0004 Third Line Support Service: Service Dimensions
Description
‘SVM/SDM/SD/0006 ‘Systems Management Service: Service Dimensions
Description
SVM/SDM/SD/0007 Service Management Service: Service Dimensions
Description
‘SVM/SDM/SIP/0001 HNG-X Business Continuity Framework Dimensions
0.5 Abbreviations
Abbreviation Definition
0.6 Glossary
Release Authorisation means the process defined in Annex A (Release Management Service) of the CCD
Process entitled: “Service Management Service, Service Description” (SVM/SDM/SD/0007)
0.7 Changes Expected
Changes
Expected changes should the HNG-X design or solution require amendment to the service provided by Fujitsu
Services.
0.8 Information Classification
The author has assessed the information in this document for risk of disclosure and has assigned an information
classification of FUJITSU RESTRICTED (COMMERCIAL IN CONFIDENCE).
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1 Service Summary
1.1 The Application Support Service (Fourth Line) provides:
The Application Support Service (Fourth Line) provides:
(a) application support in terms of Software fixes to the Business Capabilities and Support Facilities
using appropriately trained operational staff;
(b) investigation and resolution of new Software Incidents within the Branch Infrastructure, HNG-X
Central Infrastructure or Post Office Cloud environments which cannot be otherwise resolved
either due to technical or resource limitations by the Third Line Support Service. The
investigation and resolution of new Incidents related to Software within the Branch Infrastructure
will include any Incidents identified as HNG-A Application related, but not those Incidents caused
by any software provided by Post Office or its third parties (e.g. operating system, anti-virus or
driver software) and which is run on Replaced Branch Infrastructure.
2 HNG-X
2.1 Service Definition
2.1.1 Software Support
The Application Support Service (Fourth Line) will provide Software support by:
(a) receiving from the Third Line Support Service, Software related Incidents which cannot be
resolved by the Third Line Support Service. Such Incidents will have been originally logged by
the Service Desk following a call from a Branch, or having been logged by the Systems
Management Service, the Central Network Service or the Data Centre Operations Service;
(b) identifying a “known error’ following receipt of the Incident from the Third Line Support Service,
where this information will be communicated to the Third Line Support Service and the
appropriate Known Error Log (KEL) will be updated and the information disseminated to the
Service Desk to enable the resolution of similar Incidents;
(c) ensuring the internal Fujitsu Services Incident management systems are updated with the
Incident resolution details prior to return to the Third Line Support Service together with the
method of recreation of the problem;
(d) ensuring that the Third Line Support Service is made aware of the symptoms which generate an
Incident. This will be documented by the Application Support Service (Fourth Line) and be
available to both the Service Desk and the Systems Management Service;
(@) ensuring that any resolutions or workarounds which are returned to the Third Line Support
Service have been tested (including regression testing) and have been correctly authorised in
accordance with the Release Authorisation Process;
(f) providing the Third Line Support Service with documentation and source code relating to new
Releases in sufficient time to enable the Third Line Support Service to become familiar with the
new product or service prior to its Release into the Branch Infrastructure or HNG-X Central
Infrastructure or Post Office Cloud environments;
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(g) liaising with Fujitsu Services' subcontractors / suppliers, or Post Office's suppliers, if the Parties
consider it is appropriate, as and when an additional level of Software support is required;
(h) delivering secure coding training on an annual basis;
(i) maintaining the secure guidelines on an annual basis; and
(j) maintaining the secure coding template on an annual basis.
2.2 Service Availability
The Application Support Service (Fourth Line) is not directly available to Post Office. It is a service
internal to Fujitsu Services and is available between 09:00hrs to 17:30hrs Monday to Friday. The
Application Support Service (Fourth Line) will provide an out of hours service when requested provided
notification is given in advance ,the service out of hours will be on a reasonable endeavours basis.
2.3 Service Levels and Remedies
2.3.1 General Principles
This section is not applicable to the Application Support Service (Fourth Line).
2.3.2 Service Level Relief
This section is not applicable to the Application Support Service (Fourth Line).
2.3.3. Rectification Plan
This section is not applicable to the Application Support Service (Fourth Line).
2.3.4 Service Levels for which Liquidated Damages Apply
There are no specific SLTs for which liquidated damages apply that are linked directly with the
Application Support Service (Fourth Line).
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
There are no specific SLTs for which liquidated damages apply that are linked directly with the
Application Support Service (Fourth Line).
2.3.6 Operational Level Targets
There are no OLTs associated with the Application Support Service (Fourth Line).
2.3.7 Performance Metrics
There are no performance metrics associated with the Application Support Service (Fourth Line).
2.3.8 Design Targets
There are no design targets associated with the Application Support Service (Fourth Line).
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2.4 Service Limits and Volumetrics
There are no service limits and volumetrics associated with the Application Support Service (Fourth
Line).
2.5 Assets and Licences
2.5.1 Assets
There are no assets associated with the Application Support Service (Fourth Line).
2.5.2 Licences
There are licenses associated with the Application Support Service (Fourth Line) e.g. ConnectDirect,
JScape, etc. These will be renewed as required by the Service Delivery Manager.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
There are no Operational Variable Charges applicable to the Application Support Service (Fourth Line).
2.6.3 Additional Operational Variable Charges
There are no additional Operational Variable Charges applicable to the Application Support Service
(Fourth Line).
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
Application Support Service (Fourth Line) and/or any of the other Operational Services will be agreed in
accordance with the Change Control Procedure. This section describes the interfaces with the other
Operational Services as at the Amendment Date, as follows:
2.7.1 Third Line Support Service
The Third Line Support Service works closely with the Applications Support Service (Fourth Line) to
provide bug fixes to enable the resolution of Software Incidents.
2.8 Post Office Dependencies and Responsibilities
Except for the generic responsibilities which shall apply as set out in Schedule A5 of the Agreement,
there are no Post Office dependencies and responsibilities associated with the Application Support
Service (Fourth Line).
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2.9 Business Continuity
2.9.1 Fujitsu Services Responsibility
Fujitsu Services is responsible for maintaining business continuity arrangements for the Application
Support Service (Fourth Line) and sharing this information with Post Office, as requested.
2.9.2 Major Business Continuity Incident (MBCI) management
process
Fujitsu Services and Post Office Business Continuity Managers, will agree a plan of action in accordance
with the Major Business Continuity Incident (MBCI) management process as set out in the Working
Document entitled: “Post Office Ltd and Fujitsu Services Business Continuity Interface Agreement”
(CON/MGM/005).
2.10 Documentation Set Supporting the Service
See the associated documents set out at section 0.4 of this Application Support Service (Fourth Line)
Service Description.
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