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FUJITSU Branch Network: Service Description Version:
ersion: = 1.0
FUJITSU SERVICES
Commercial in Confidence Date: 31/08/06
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Branch Network: Service Description
Service Description — Contract Controlled Document
HNG-X, HNG-X Application Roll Out Transitional Period
and Pre-HNG-X Application Roll Out
Service Description of the Branch Network Service provided
under contract to Post Office.
APPROVED
Richard Brunskill: Fujitsu Services
(For Originator to distribute following approval)
(For Document Management to distribute following approval)
(See PA/PRO/O10 for Approval roles)
Name Role Signature Date
Dave Hulbert Post Office: Head of Systems
Operations
Richard Brunskill Fujitsu Services: Senior
Services Delivery Manager
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0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
I Reference
1.0 31/08/06 Agreed
0.2 Review Details
Review Comments by : [Date]
Review Comments to : Originator & Document Management
Mandatory Review
Post Office: Operations Support Bernadette O’Donnell
Post Office: Commercial Mike Hannon
Fujitsu Services: Commercial Pam Purewal
Fujitsu Services: SI James Stinchcombe
Fujitsu Services: CS. Mike Stewart
Fujitsu Services: CS Mike Woolgar
Optional Review
Issued for Information — Please restrict this
distribution list to a minimum
Post Office: Head of Systems Operations Dave Hulbert
Fujitsu Services: Head of Service Delivery Carl Marx
Fujitsu Services: CS. Liz Evans-Jones
(*) = Reviewers that returned comments
0.3. Associated Documents
Reference Version I Date Title Source
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SVM/SDM/PRO/0004 Definitions of Engineering Service Priority I pycs
and Local / Remote Locations
SVM/SDM/PLA/0001 HNG-X Support Service Business PVCS
Continuity Plan — Joint Working Document
SVM/SDM/PRO/0001 Major Incident Process PVCS
CS/PRD/074 POA Incident Management Process PVCS
SVM/SDM/PRO/0006 Service Level Target & Liquidated PVCS
Damages Exclusions
SVM/SDM/SD/0007 Service Management Service: Service PVCS
Description
SVM/SDM/SD/ Third Party Management Service PVCS
CS/PLA/079 Horizon Services Business Continuity Plan I pycs
CS/PRD/122 POA Customer Service Major Incident PVCS
Escalation Process
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
ADSL Asynchronous Digital Subscriber Line
ADSL Congestion I The proportion (expressed as a percentage) of the samples taken each day
Measure where the measured available bandwidth is less than twice the Guaranteed
Minimum ADSL Bandwidth (such sampling and measurement to be carried
out in accordance with section 4.3.2.3 of this Branch Network Service,
Service Description.
BNR Branch Network Resilience
Branch Availability SLT I The SLT relating to Branch availability referred to in section 2.3.4.2.1 of this
Branch Network Service, Service Description.
BT British Telecom
Counter Availability I means the SLT relating to Counter Position availability referred to in section
SLT 2.3.4.2.2 of the Service Description for the Branch Network Service;
Metered network connection to a Branch established when a Fixed
Connection cannot be established due to a network congestion
Dial Round Connection
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EDGE Brand name of the router supplied for Branch Network Resilience
FRIACO Congestion I The proportion expressed as a percentage of the total time each day that
Measure Branches are scheduled to have Fixed Connections established (as governed
by the allocation of Branches between the Silver FRIACO Daytime an Silver
Daytime ISDN categories and calculated by adding together the periods of
Fixed Connection time scheduled in each Branch, and then totalled for all
Branches that Dial Round Connections are established instead.
Fujitsu Services I Energis (a part of the Cable and Wireless group)
Telecommunications
Supplier
GPRS Global Positioning Service
Guaranteed = Minimum I 11.5kbits/s for Branches using a 50:1 ADSL contention ratio and 28.8kbits/s
ADSL Bandwidth for Branches using a 20:1 ADSL contention ratio
ISDN Integrated Switched Digital Network
Local Allowance means the allowable time for any failure the Branch Infrastructure and/or the
Branch Telecom Infrastructure;
Local Failure means a failure of the Branch Infrastructure and/or the Branch Telecom
Infrastructure;
Network Allowance means the allowable time for any failure of the HNG-X Central
Infrastructure and/or the Central Telecom Infrastructure;
Network Wide Failure means a failure of the HNG-X Central Infrastructure and/or the Central
Telecom Infrastructure which results in a loss of the availability of one or
more Branches and Counter Positions;
Post Office Critical I means the hours during a Post Office Core Day or a number of Post Office
Period Core Days which Post Office may, from time to time, deem as being those
hours where a high number or high value of Transactions take place
PSTN Public Switched Telephone Network
Reliability SLT The SLT relating to reliability referred to in section 2.3.4.1
VSAT Satellite communications system
WAN Wide Area Network
0.5 Changes in this Version
Version Changes
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0.3 Approved version following pre-contract reviews
0.4 Reviewed by PM
0.5 Reviewed by PM&SM.
0.6 Changes Expected
Changes
Expected changes should the HNG-X design or solution require amendment to the service provided by
Fujitsu Services.
Post contract signature following agreement to any Draft Notes (DN) included within the document.
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0.7 Table of Contents
1.0 SERVICE SUMMARY
2.0 HNG-X
2.1 SERVICE DEFINITION
Incident Management
Major Business Continuity Incidents
Operational Change Proposals (OCPs) ..
Service Management.
SERVICE AVAILABILITY ..
VICE LEV AND RE
General Principles.
Service Level Relie!
Rectification PI
Service Levels for which Liquidated Damages Apply ..
Service Levels for which Liquidated Damages Do Not Apply.
Operational Level Targets
Performance Metri
bo
th
i
ey
2.4 SERVICE LIMITS AND VOLUME’
2.4.1 Backup Network Capacity ..
CHARGES
Operational Fixed Charge
Operational Variable Charg:
Additional Operational Variable Charge a
2.7 DEPENDENCIES TIONAL,
Post OFFICE D)
Maintaining Contact with the HNG-X Central Infrastructurt
2.10 DOCUMENTATION SET SUPPORTING THE SERVICE ..
3.0 HNG-X APPLICATION ROLL OUT — TRANSITIONAL PERIOD.....
SERVICE DEFINITION.
General Principles
Service Level Relie!
Rectification Plan.
Service Levels for which Liquidated Damages Apply .....
Service Levels for which Liquidated Damages Do Not App!
Reporting of SLTs, OLTs, Performance Measures and Design Targets ..
3.4 SERVICE LIMITS AND VOLUMETRICS
35
3.6
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VICE AVAILABILIT
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© General Principles...
Service Level Relic!
Rectification PI
43.4 — Service Levels for which Liquidated Damages Apply .....
43.5 Service Levels for which Liquidated Damages Do Not Apply ..
43.6 Reporting of SLTs, OLTs, Performance Measures and Design Targets .
44 SERVICE LIMITS AND VOLUMETRICS
45 A ND Lic!
46 CHARGES
4.7 DEPENDENCIES AND INTERFACES LOTHER OPERATIONAL SERVICE
48 Post OFFICE DEPENDENCIES AND RESPONSIBILITIES
49 Bi s CONTINUITY
4.10 DOCUMENTATION SET SUPPORTING THE SERVICE
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oO
FUJITSU Branch Network: Service Description
FUJITSU SERVICES
1.0 Service Summary
1.1. The Branch Network Service is responsible, using appropriately trained operational staff,
for performing the day to day operational control and management of the following
components of the Branch Telecom Infrastructure:
(a) the Wide Area Network (WAN) for connected Branches, i.e. the connection
between the Branch Infrastructure and the HNG-X Central Infrastructure. For the
avoidance of doubt, the Central Network Service shall be responsible for the
management of the Broadband Access Server (BAS) routers and the access
network; and
(b) the connection between the router and the telecommunications socket in the
Branch.
1.2.The Branch Network Service is based on remote unattended principles, i.e. monitoring
that seeks to minimise interruptions to the normal business operation of the Branch
Infrastructure.
1.3.Communications Incidents can be identified by either the Branch or Fujitsu Services
following monitoring of the Branch Telecom Infrastructure.
1.4. All Branches will have a backup resilient network based upon mobile communications
via the GPRS/EDGE router. The use of this backup resilient network will be dependent
upon a GPRS/EDGE signal being available.
1.5. The Branch Network Service is responsible for the measurement and reporting of Branch
and Counter Availability Service Level Targets (SLTs), which will include the effect of
Branch Telecom Infrastructure Incidents and Branch Hardware failures across all items
within the Branch Infrastructure and failures within the HNG-X Central Infrastructure.
1.6. The Branch Network Service is also responsible for the measurement and reporting of the
Reliability SLT and the call to fix SLT in respect of Branch Telecom Infrastructure faults
(as set out in Table 6 below).
2.0 HNG-X
2.1. Service Definition
2.1.1 Incident Management
2.1.1.1. The Branch Network Service will ensure that appropriate monitoring toolsets and
processes are in place to identify all Incidents within the Branch Telecom Infrastructure
that have the potential to impact Post Office, or third parties.
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2.1.1.2. Having identified an Incident, the Branch Network Service will check that a new call
is raised via the Service Desk and that it contains clear and concise information to enable
the Incident to be understood and resolved.
2.1.1.3. The Branch Network Service will assist the Service Desk, the Central Network
Service, the Data Centre Operations Service, the Engineering Service, the Systems
Management Service, the CMT Service and Fujitsu Services Telecommunications
Supplier to resolve any Branch Telecom Infrastructure related Incidents in accordance
with the Working Document entitled: “POA Incident Management Process”
(CS/PRD/074).
2.
.1.4.1f the fault cannot be cleared and service cannot be restored following the initial
diagnostic checks and it is felt that access to the Branch is required, the Service Desk will
obtain, from the caller, detail of the access times to the Branch, which are not necessarily
linked to Branch opening times. A visit by a Fujitsu Services Support Engineer and/or the
Fujitsu Services Telecommunications Supplier will be scheduled depending on the
location of the Branch. A Branch designated as local will be classed as a Priority A
response and a Branch designated as Remote will be classed as a Priority C response.
Definitions of local / Remote locations are set out in the CCD entitled: “Definitions of
Engineering Service Priority and Local / Remote Locations” (SVM/SDM/PRO/0004).
2.
.1.5. Fujitsu Services will inform Post Office of any Branch Telecom Infrastructure
Incidents in accordance with the Working Document entitled: “Branch Network Service,
Joint Working Document” (SVM/SDM/PRO/0010).
2.1.2 Major Business Continuity Incidents
2.1.2.1. In the event of a Major Business Continuity Incident (MBCD), as defined in the joint
Working Document entitled "Horizon Services Business Continuity Plan" (CS/PLA/079),
within the Branch Telecom Infrastructure, the Branch 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 Branch Network Service will
participate in major Incident walkthroughs to take place at regular intervals.
2.1.3 Operational Change Proposals (OCPs)
2.1.3.1. The Branch Network Service will create and/or impact Operational Change Proposals
OCPs) for operational changes in accordance with section 2.1.6 of the CCD entitled:
“Service Management Service, Service Description” (SVM/SDM/SD/0007).
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2.1.4 Service Management
2.1.4.1 Continuous Service Improvement
Post Office 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 as referred to
in section 1.4 of the CCD entitled "Service Management Service, Service Description"
(SVM/SDM/SD/0007).
2.1.4.2 Service Reporting
2.1.4.2.1. The Branch Network 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).
2.1.4.2.2. Where there is a failure in any of the communications services within a
Branch, the Branch Network Service shall participate, as required following agreement
between the Parties, in any daily or otherwise scheduled reporting and / or joint
discussion in relation to resolving the failure.
2.1.4.2.3. The Branch Network Service shall provide daily service reporting to Post
Office, which details the status of the Branch Availability and Counter Availability both
during the Post Office Critical Periods and Post Office Core Day. Where possible, this
availability metric will define whether the Incident affecting the availability occurs within
the Fujitsu Services or Post Office domain.
2.1.4.3 Supplier Management
2.1.4.3.1. The Branch Network Service shall be responsible for managing all Fujitsu
Services third party suppliers utilised in the support of the Branch Telecom Infrastructure
environment. These activities include:
(a) defining the services that the supplier delivers (not Post Office suppliers);
(b) negotiating with the supplier;
(c) establishing a contract with the supplier (not Post Office suppliers);
(d) monitoring the performance of the supplier;
(e) performing regular supplier reviews including service improvement initiatives;
(f) managing problems related to the supplier; and
(g) managing changes related to the supplier.
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2.2 Service Availability
2.2.1. The Branch Network Service is a service internal to Fujitsu Services and is available
24 hours per day, every day of the year.
2.2.2. Post Office may contact the Branch Network Service during the hours of 09:00 to
17:30 Monday to Friday, excluding Bank Holidays.
2.2.3. The Branch Telecom Infrastructure will be available to enable a Branch to complete a
Transaction at any time, other than at scheduled maintenance periods which Fujitsu
Services will notify Post Office in accordance with the OCP process as described
within section 2.1.3 of this Branch Network Service, Service Description.
2.3. Service Levels and Remedies
2.3.1
23.1.1.
2.3.1.2.
2.3.2
General Principles
Service Level Targets detailed in sections 2.3.4. and 2.3.5 of this Branch
Network Service, Service Description, which do not specify a measurement
period are:
(a) reported monthly via the 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;
e July to September; or
¢ October to December.
The values applicable to each of the Branch Network Service SLTs are
identified within section 2.3.4 of this Branch Network Service, Service
Description.
Service Level Relief
Where an Incident relating to the Branch Telecom Infrastructure has been logged in
accordance with section 2.1.1.2 of this Branch Network Service, Service Description and
Fujitsu Services is unable to resolve the Incident due to any of the reasons set out in the CCD
entitled: “Service Level Target & Liquidated Damages Exclusions” (SVM/SDM/SD/0006),
measurement
against the SLTs or LDTs described within sections 2.3.4.2.6 (Table 4),
2.3.4.2.7 (Table 5) and 2.3.5.1 (Table 6) of this Branch Network Service, Service
Description will not occur.
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Branch and Counter Availability SLTs
2.3.2.1. The Branch and Counter Availability SLTs as defined in section 2.3.4.2.6 (Table 4)
and the Branch Network call to fix SLTs as defined within section 2.3.5.1.4 (Table 6)
will exclude any Incidents due to faults where the IP Stream network technology is
the sole Branch Telecom Infrastructure, other than where Fujitsu Services’ Support
Engineers are responsible for such Incidents and GPRS/EDGE is unavailable.
2.3.2.2.In such events, Fujitsu Services will use its reasonable endeavours to resolve the
Incident as quickly as possible and while Branch and Counter unavailability will be
reported to Post Office, such proportion will not count towards the SLT conformance
measurement and the proportion of unavailability applicable to such Counter
Positions will not count towards the liquidated damages calculation for the Counter
Availability SLT.
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
2.3.4.1 Banking Functions Reliability SLTs
For the purposes of this section 2.3.4.1, Table 1 and Table 2 below, “Reliability” means the
percentage of all NB Requests (other than NB Requests for Transactions subsequently
abandoned by the clerk before a corresponding authorisation is received at the Counter
Position) written to the local message store at a Counter Position for which a corresponding
NB Authorisation indicating no failure has occurred in the HNG-X Service Infrastructure is
received at that Counter Position before the MCWP has expired.
Table 1
Fixed T(Banking I The total number of Banking Functions Transactions carried out using.
Functions) a Fixed Connection in the relevant Service Level Measurement Period.
Dialled T(Banking I The total number of Banking Functions Transactions carried out using
Functions) a Dialled Connection in the relevant Service Level Measurement
Period.
ADSLT(Banking The total number of Banking Functions Transactions carried out using,
Functions) a ADSL Connection in the relevant Service Level Measurement
Period.
Fixed C(Banking I Fixed T (Banking Functions) multiplied by (Fixed Tave - 4).
Functions)
Dialled C(Banking I Dialled T (Banking Functions) multiplied by (Dialed Tave - 8).
Functions)
ADSLC(Banking I ADSL T (Banking Functions) multiplied by (ADSLTave - 5)
Functions)
Reliability (Dialled) I Reliability in Branches using Dialled Connections taken together, for
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the periods such Dialled Connections are scheduled to be used.
Reli
ity (Fixed) Reliability in Branches using Fixed Connections taken together, for the
periods such Fixed Connections are scheduled to be established.
Reliability (ADSL) Reliability in Branches using ADSL Connections taken together, for
the periods such ADSL Connections are scheduled to be established.
F 99 — Reliability (Fixed) divided by 100.
97 - Reliability (Dialled) divided by 100.
A 99 — Reliability (ADSL) divided by 100.
Table 2
Description SLT Calculation of Liquidated Damages
Fixed Connection reliability 99% (Reliability) = (F x Fixed T (Banking
Functions) + D x Dialled T (Banking
ADSL Connection reliability 99% Functions) + A x ADSL T(Banking
Dialled Connection reliability 97% Functions)} x Counter Transaction
Time x 1.03 pence
2.3.4.2 Branch and Counter Availability
2.3.
1 Branch Availability
The availability of a Branch is measured across the network of Branches where those
Branches are able to perform all Transactions and communicate with the HNG-X Central
Infrastructure. A Branch will be deemed unavailable if it is not able to perform all
Transactions (except during an agreed fallback condition as defined in section 2.3.4.2.5
(Table 3)) or communicate with the HNG-X Central Infrastructure. The Branch Availability
metric is defined as the number of Branch hours available as a proportion of the maximum
number of Branch hours available based upon the Post Office Core Day and the Post Office
Critical Period. The Branch Availability metric will be reported daily, one day in arrears.
2.3.4.2.2 Counter Availability
The availability of a Counter Position is measured across the network of Counter Positions
where those Counter Positions are able to perform all Transactions. A Counter Position will
be deemed to be unavailable (except during an agreed fallback condition as defined in section
2.3.4.2.5 (Table 3)) if it is not able to perform all Transactions, or communicate with the
HNG-X Central Infrastructure. The Counter Availability metric is defined as the number of
Counter Position hours available as a proportion of the maximum number of Counter Position
hours available based upon the Post Office Core Day and the Post Office Critical Period. The
Counter Availability metric will be reported daily, one day in arrears. Any liquidated
damages payable by Fujitsu Services in connection with the Counter Availability SLT shall
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apply to periods after (and including) the first day of the first month following signature of
CCN1200.
2.3.4.2.3 Method
(a) The Branch Network Service will extract data from the Service Desk Incident
Management System to show all Hardware, Software and Branch Telecom
Infrastructure faults logged via the Service Desk on the previous Working Day, by the
Branch or Fujitsu Services, irrespective of whether or not they are open or closed at
the time of extraction.
(b) The Branch Network Service will match this data against the Fujitsu Services view of
the status of each Branch and Counter Position. This will establish if the Branch or
Counter Position experienced an outage during the Post Office Core Day and Post
Office Critical Period. Where an Incident remains open for more than one (1) day,
the total Downtime will be used to calculate the Branch and Counter Availability
SLTs.
(c) The total number of hours of Downtime is then calculated.
(d) Downtime will impact:
. Branch Availability - only where it is deemed that the whole Branch is
unavailable. i.e. an outage of four (4) hours would show four (4) hours of
Branch unavailability; and
. Counter Availability — only where it is deemed that all the Counter Positions in
the Branch are unavailable, i.e. a ten (10) Counter Position Branch with an
outage of 4 hours would show 10 x 4 hours equalling 40 hours Counter
unavailability.
2.3.4.2.4 Reporting
(a) For both Branch Availability and Counter Availability, Fujitsu Services will report
daily against both the Post Office Core Day and against the Post Office Critical
Period. Both Post Office and Fujitsu Services will periodically review the allocation
of the Post Office Critical Period and jointly agree to adjust this period, if necessary,
such agreement not to be unreasonably withheld.
(b) Fujitsu Services will provide daily management information in respect of all Branches
and Counter Positions that are unavailable for whatever reason, even if caused by
factors outside of Fujitsu Services’ control, e.g. power outages and agreed SLT
exclusions, to assist Post Office in managing Branch expectations and to direct the
appropriate service management practices within Fujitsu Services.
Fujitsu Services and Post Office will monitor the effect of MTBF changes across the
Branch Hardware and will periodically review the Branch and Counter Availability
SLTs and, if necessary, jointly agree new targets, such agreement not to be
unreasonably withheld.
(¢)
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2.3.4.2.5 Qualifications
(a) The availability of a Branch or Counter Position is defined by the ability to complete
all Transactions including those related to the operation of the system, (e.g. logging
on to the system). Where an adequate method of fallback can occur, (e.g. where a bar
code reader fails and information can be input via the screen or keyboard), such
failures are excluded from the calculations and do not count against availability.
Additionally, where a fault occurs on a peripheral which disables the Counter Position
in a single counter Branch, (e.g. the monitor), this will count against Branch
Availability in this type of Branch but will only count against Counter Availability in
a multi-counter Branch.
(b) The calculation is based upon Post Office staff being able to use 100% of the Counter
Positions 100% of the time.
Table 3
Fault Branch Unayailable I Counter Unavailable I Comments
Back Office Printer I No No Not critical to business
Back Office Printer I No No Not applicable
Bar code reader No No Fallback available via screen /
keyboard
Branch Yes Yes — all in Branch Includes central
Telecommunications telecommunications faults
Central Systems Yes Yes Excludes PAF as ___ these
Transactions can be completed at
the Counter using fallback
Counter printer Yes (see comments) I Yes — specific counter I Single counter Branches only
Hub No Yes — specific counters I Not applicable
attached to the hub
Keyboard No No Fallback available via screen
Keyboard Card
Reader
Yes (see comments)
Yes — specific counter
Single counter Branches only
Monitor Yes (see commenis) I Yes — specific counter I Single counter Branches only
PC Yes (See comments) I Yes —all in Branch Single counter Branches only
PIN Pad Yes (see comments) I Yes — specific counter I Single counter Branches only
Router Yes Yes —all in Branch Not applicable
2.3.4.26 Service Level Targets
Table 4
Description SLT
Branch Availability during the Critical 98.91%
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Period
Counter Availability during the Critical
Period
98.61%
Branch Availability during Post Office Core
Day
99.59%
Counter Availability during Post Office
Core Day
99.29%
The targets set out in Table 4 above take account of the provision of the CMT Service. If the
CMT Service is terminated, the targets set out above will be reduced by an amount agreed
between the Parties, such agreement not to be unreasonably withheld.
2.3.4.2.7 Liquidated Damages Threshold for the Counter Availability SLT
(1) The following definitions shall apply for the purpose of calculating the liquidated
damages payable in respect of the Counter Availability SLT:
(a) Failure Event means an event or series of connected events which causes one or
more Counter Positions to be deemed to be Unavailable due to a Network Wide
Failure or a Local Failure. Ongoing failures will be deemed to be part of such Failure
Event until the Failure Event is closed in accordance with the Incident closure process
which is set out in the Working Document entitled “Major Incident Process”
(SVM/SDM/PRO/0001) (Incident Closure Process).
S
Liquidated Damages Amount means the amount specified in the column entitled
“Liquidated Damages payable per hour or part thereof in excess of Network and
Local Allowance per Counter position per calendar month” in Table 5 of section
2.3.4.2.7.
(c)
Counter Unavailability means, in respect of a Failure Event, either:
i. in respect of a Local Failure, the total obtained by adding together all
Individual Counter Unavailability Periods for all Counter Positions affected by
the Failure Event; or
ii. in respect of a Network Wide Failure, the Network Counter Unavailability
Period multiplied by the number of Counter Positions rendered Unavailable by
the Failure Event.
(d
Individual Counter Position Unavailability Period means the time for which an
individual Counter Position is Unavailable (rounded in accordance with the Local
Rounding Table set out below).
(e) Network Counter Position Unavailability Period means the time the affected
Counter Positions are Unavailable (rounded in accordance with the Network Wide
Rounding Table set out below).
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(f) Monthly Allowance means the "Network and Local Allowance per Counter Position
per calendar month’ shown in column 4 of Table 5 (as amended from time to time
pursuant to section 2.3.4.2.7 (j)) multiplied by the average number of Counter
Positions in use during the relevant month. For the avoidance of doubt, at the end of
each calendar month, any unused Monthly Allowance shall expire and shall not be
rolled over into the next month.
Unavailable means, in respect of a Counter Position, that it is not able to perform all
Transactions, or communicate with the HNG-X Central Infrastructure (and that an
agreed fallback condition as defined in section 2.3.4.2.5 (Table 3) does not apply)
during a Post Office Core Day.
g.
(2) Subject to sections 2.3.4.2.7 (3) and (4) below, the liquidated damages for failure to
meet the Counter Availability SLT in a month shall be calculated by:
(a) adding together the Counter Unavailability in respect of each Failure Event that
occurred in the month (the date of occurrence being deemed for this purpose to be the
date on which the Failure Event is closed in accordance with the Incident Closure
Process);
(b) deducting the Monthly Allowance from the total in (a); and
(c) multiplying the remainder by the Liquidated Damages Amount.
(3) For a Failure Event:
(a) the Incident Closure Process will require Post Office and Fujitsu Services to agree the
number of Branches and Counter Positions affected and the duration of the outage;
(b) if the value of the liquidated damages for a Failure Event which gives rise to a
Network Wide Failure would be in excess of £400,000 then:
(i) Fujitsu Services shall have the right to not count its Monthly Allowance towards
the Counter Unavailability in respect of such Failure Event if it so notifies Post
Office in writing. In such cases, the Monthly Allowance shall not be deducted
from the Counter Unavailability in respect of that Failure Event; and
(ii) only £400,000 shall be counted towards the liquidated damages payable for that
month in respect of that Failure Event.
(4) For the avoidance of doubt, Unavailability is only counted once, so that for so long as
a Counter Position is rendered Unavailable by a Failure Event it shall not be counted
in calculating the number of Counter Positions affected by a second Failure Event.
(5) Liquidated damages will be reported, measured and agreed monthly and paid
quarterly in arrears.
(6) The Local Allowance element of the Monthly Allowance will be varied as follows:
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i. increased by 5% per annum (as set out in Table 5); or
ii. if the assumptions in paragraphs 3.3.1 (b) or (c) of Schedule B3.4 proves
incorrect, increased by a percentage equal to the difference between the actual
MTBF and the relevant assumption; or
iii. if there is a substantive change to the Branch Infrastructure (for example
replacement of a number of counter printers), such that the actual MTBF is
expected to decrease, the parties will negotiate in good faith to reduce the
Local Allowance to reflect that decrease.
Local Rounding Table
Duration of Incident I Deemed duration for
the purposes of Table 5
30 seconds or less 30 seconds
More than 30 seconds I I minute
but less than 1 minute
1 minute or more but I 1 minute
less than 1 minute 30
seconds
1 minute 30 seconds I 2 minutes
or more but less than
2 minutes
N minutes or more I N minutes
but less than N
minutes 30 seconds
N minutes 30 seconds I (N+1) minutes
or more but less than
(N+1) minutes
Network Wide Rounding Table
30 minutes or less 30 minutes
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More than 30 minutes I 1 hour
but less than I hour
1 hour or more but I I hour
less than 1 hour 30
minutes
1 hour 30 minutes or I 2 hours
more but less than 2
hours
N hours or more but I N hours
less than N hours 30
minutes
N hours 30 minutes or I (N+1) hours
more but less than
(N+1) hours
Table 5
Year Network Local Network and Liquidated
Allowance Allowance Local Damages payable
per Counter I per Counter Allowance per hour or part
Position per I Position per I per Counter I thereof in excess of
calendar calendar Position per Network and
month month calendar Local Allowance
month per Counter
Position per
calendar month
2009/2010 0.78 hours 1.40 hours 2.18 hours £3.50
2010/2011 0.78 hours 1.46 hours 2.24 hours £3.50
2011/2012 0.78 hours 1.53 hours 2.31 hours £3.50
2012/2013 0.78 hours 1.59 hours 2.37 hours £3.50
2013/2014 0.78 hours 1.65 hours 2.43 hours £3.50
2014/2015 0.78 hours 1.71 hours 2.49 hours £3.50
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2.3.5 Service Levels for which Liquidated Damages Do Not Apply
2.3.5.1 Branch Network Service: Time to Repair
2.3.5.1.4 Incidents relating to the Branch Telecom Infrastructure which prevent an
individual Branch from using the HNG-X Application shall be resolved in accordance
with the following SLTs.
2.3.5.1.2 Branch Network Service SLT performance is reported and measured within
the SRB as defined in the CCD entitled: “Service Management Service, Service
Description” (SVM/SDM/SD/0007).
2.3.5.1.3 The location of each Branch is classified as either local or Remote. All Branch
changes may be subject to Operational Business Change. A new Branch location will
assume the same SLT and LDT as the one it replaces unless its local or Remote status is
changed, in which case the SLT and LDT to be applied will be agreed by Fujitsu Services
and the Post Office and accordingly Fujitsu Services will update the CCD entitled:
“Definitions of Engineering Service Priority and Local / Remote Locations”
(SVM/SDM/PRO/0004).
2.3.5.1.4 The call to fix SLTs for the Branch Network Service following receipt of a
call to the Service Desk relating to the Branch Telecom Infrastructure (categorised as
Priority A, local or Remote, as appropriate) are identified in Table 6 below:
Table 6
Branch Location SLT (Hours of Downtime)
Local (Priority A) 95% 100% resolved
resolved in I in less than 6
less than 4 I hours
hours
Remote (Priority C) I 95% 100% resolved
resolved by I by close of
close of next I next Working
Working Day plus 2
Day hours
2.3.6 Operational Level Targets
There are no OLTs associated with the Branch Network Service.
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2.3.7 Performance Metrics
There are no performance metrics associated with the Branch Network Service.
2.3.8 Design Targets
There are no design targets associated with the Branch Network Service.
2.4 Service Limits and Volumetrics
2.4.1 Backup Network Capacity
The GPRS/EDGE secondary network shall support a percentage of the Transaction workload
as set out in the CCD entitled: “Horizon Capacity Management Service and Business
Volumes” (PA/PER/033).
2.5 Assets and Licences
2.5.1 Assets
There are no assets associated with the Branch Network Service.
2.5.2 Licences
There are no licences associated with the Branch Network Service.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
The Branch Network Service Operational Variable Charge is calculated against the number
of Branches within the Post Office estate, calculated at a price per Branch as set out in
Schedule D1 of the Agreement. As the network is effectively a “Pass Through” network, bills
from Fujitsu Services' suppliers will be checked to ensure that charging for new Branches
commences at the correct time, and charging for closed Branches ceases at the correct time.
2.6.3 Additional Operational Variable Charge
There are no additional operational variable charges applicable to the Branch Network
Service.
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2.7 Dependencies and Interfaces with Other Operational
Services
2.7.1 Any changes agreed between Post Office and Fujitsu Services to the scope or
availability of the Branch 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:
2.7.1.4 The Service Desk Service
Any changes to the scope of the Branch 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 Branch Network Incidents being
handled by the Service Desk.
2.7.1.3 The Central Network Service
The Branch Network Service works closely with the Central Network Service in supporting
the HNG-X Telecommunications Infrastructure. If the scope of the Branch Network Service
is changed, the Central Network Service may need to manage the Branch Network Service's
responsibilities in relation this.
27.1.4 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 Branch
Network Service.
27.45 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 Branch
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 Branch Network
Service.
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27.4.7 The Data Centre Operations 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 Branch
Network Service.
2.7.1.8 The Service Management Service
If the scope of the Branch Network Service is changed, the Service Management Service may
have to take over the role of managing the Branch Network Service communicating directly
with Post Office the status and nature of faults within the Branch Network and may have to
take over the role of managing the Branch Network Service suppliers.
2.7.1.9 The Operational Business Change (Branch Change) Service
The Branch Network Service will support any OBC Branch changes delivered by the OBC
(Branch Change) Service. If the scope of the Branch 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 Branch 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 Branch Network
Service changed, the Service Management Service may have to take over this role.
2.7.1.12 The Security Management Service
The Branch 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 Branch
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 the generic responsibilities set out in Schedule AS of the Agreement, Post
Office will provide access to the Branch within the agreed access times described in section
2.1.1.4 of this Branch 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
Branch Network Service and sets out what Fujitsu Services is required to provide in terms of
Business Continuity specific to the provision of this Branch Network Service. Details of the
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Branch Network Service Business Continuity Plan are set out in the Working Document
entitled: “HNG-X Support Service Business Continuity Plan ~ Joint Working Document”
(SVM/SDM/PLA/0001).
2.9.1 Maintaining Contact with the HNG-X Central Infrastructure
All Branches will have a resilient network which will be made available where there is a
GPRS/EDGE signal being available, should the primary communications network be
unavailable. There are no further Business Continuity arrangements to ensure Branch
Telecom Infrastructure connectivity.
2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Branch Network Service, Service Description
supports the delivery of the Branch Network Service. Should any elements of the Branch
Network Service be changed following agreement with Post Office in accordance with the
Change Control Procedure, Fujitsu Services will ensure these documents are also reviewed
and amended where necessary in line with changes agreed.
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3.0 HNG-X Application Roll Out — Transitional Period
This section 3 shall apply until Trigger Point T6 (Counter Application Rollout Complete).
3.1
3.4.1
3.1.2
Service Definition
See section 2.1 of this Branch Network Service, Service Description.
During HNG-X Project Workstream X4 (HNG-X Application Rollout), Branch
Network Resilience will be provided by an alternate fixed connection (where appropriate)
and the provision of the GPRS/EDGE solution will be available for those Branches which
have not yet migrated to the HNG-X Application.
3.2
Service Availability
See section 2.2 of this Branch Network Service, Service Description.
3.3
Service Levels and Remedies
3.3.1 General Principles
3.3.1.1.
3.3.1.2.
See section 2.3.1 of this Branch Network Service, Service Description.
Where a Branch has not yet migrated to the HNG-X Application, for the purposes of
this section 3.3, “Reliability” means the percentage of all NB Requests (other than NB
Requests for Transactions subsequently abandoned by the clerk before a corresponding
Authorisation is received at the Counter Position) written to the local message store at a
Counter Position for which a corresponding NB Authorisation indicating no failure has
occurred in the Horizon Service Infrastructure and the HNG-X Service Infrastructure is
received at that Counter Position before the MCWP has expired.
3.3.2 Service Level Relief
3.3.2.1
3.3.2.2
Where an Incident relating to the Branch Telecom Infrastructure has been
logged in accordance with section 2.1.1.2 of this Branch Network Service, Service
Description and Fujitsu Services is unable to resolve the Incident due to any of the
reasons set out in the CCD entitled: “Service Level Target & Liquidated Damages
Exclusions” (SVM/SDM/SD/0006), measurement against the SLTs described within
section sections 2.3.5.1 (Table 6), 3.3.4.2.2 (Table 8), 3.3.4.2.3 (Table 9) of this
Branch Network Service, Service Description will not occur.
For the periods in which the Banking Functions and/or any of the Horizon
Applications (other than Banking Functions) or Infrastructure Services are suspended
in accordance with section 4.1.1.11 of the CCD entitled “Service Management
Service: Service Description” (SVM/SDM/SD/0007), measurements of Fujitsu
Services’ performance in respect of all Service Levels detrimentally affected by such
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suspension (in respect of those Horizon Applications and Services) shall be
disregarded and Fujitsu Services shall be released from those of its obligations in
respect of those Horizon Applications and Services which it is unable to perform as a
result of such suspension.
3.3.3 Rectification Plan
See section 2.3.3 of this Branch Network Service, Service Description.
3.3.4 Service Levels for which Liquidated Damages Apply
Reliability SLTs
3.3.4.1 See section 2.3.4.1 of this Branch Network Service, Service Description.
Branch and Counter Availability
3.3.4.2 See section 2.3.4.2 of this Branch Network Service, Service Description, and
sections 3.3.4.2.1 and 3.3.4.2.2 below.
3.3.4.2.1 Qualifications
(a) During HNG-X Project Workstream X4 (HNG-X Application Rollout), the
qualifications listed in Table 7 below will apply for those Branches not yet migrated
to the HNG-X Application.
Table 7
Fault Branch Counter Comments
Unavailable Unavailable
Back Office Printer I No No Not critical to business
Bar code reader No No Fallback available via screen /
keyboard
Branch Yes Yes—allin Branch I Includes central
telecommunications telecommunications faults
Central Systems Yes Yes Excludes PAF as __ these
Transactions can be completed at
the Counter using fallback
Counter printer Yes (see I Yes — specific I Single counter Branches only
comments) counter
Gateway PC Yes Yes—allin Branch I Not applicable
Keyboard No No Fallback available via screen
Keyboard Card I Yes (see I Yes = specific I Single counter Branches only
Reader comments) counter
Monitor Yes (see I Yes — specific I Single counter Branches only
comments) counter
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PC Yes (See I Yes—allin Branch I Where Branches have migrated
comments) to the HNG-X Application,
single counter Branches only
PIN Pad Yes (see I Yes —- — specific I Single counter Branches only
comments) counter
Slave PC No Yes — — specific I Not applicable
counter
3.3.4.2.2 Service Level Targets
Table 8
Description SLT
Branch Availability during the 98.80%
Critical Period
Counter Availability during the 98.53%
Critical Period
Branch Availability during Post 99.48%
Office Core Day
Counter Availability during Post 99.21%
Office Core Day
The targets set out in Table 8 above take account of the provision of the CMT Service. If the
CMT Service is terminated, the targets set out above will be reduced by an amount agreed
between the Parties, such agreement not to be unreasonably withheld.
3.3.4.2.3 Liquidated Damages for Counter Availability
See section 2.3.4.2.7 of this Branch Network Service, Service Description, save for Table 5,
which shall be replaced by Table 9 below:
Table 9
Year Network Local Network and Liquidated
Allowance per I Allowance per Local Damages payable
Counter Counter Allowance per I per hour or part
Position per Position per Counter thereof in excess of
calendar calendar Position per I Network and Local
month month calendar Allowance per
month Counter Position
per calendar month
2008/2009 0.78 hours 1.34 hours 2.12 hours £2.75
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3.3.5 Service Levels for which Liquidated Damages Do Not Apply
See section 2.3.5 of this Branch Network Service, Service Description.
3.3.6 Reporting of SLTs, OLTs, Performance Measures and Design
Targets
During HNG-X Project Workstream X4 (HNG-X Application Rollout), see the CCD entitled:
“Service Management Service, Service Description” (SVM/SDM/SD/0007) for measurement
and reporting of SLTs, OLTs, performance measures and design targets.
3.4 Service Limits and Volumetrics
See section 2.4 of this Branch Network Service, Service Description
3.5 Assets and Licences
See section 2.5 of this Branch Network Service, Service Description.
3.6 Charges
See section 2.6 of this Branch Network Service, Service Description.
3.7 Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Branch Network Service, Service Description.
3.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Branch Network Service, Service Description.
3.9 Business Continuity
See section 2.9 of this Branch Network Service, Service Description.
3.10 Documentation Set Supporting the Service
See section 2.10 of this Branch Network Service, Service Description.
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4.0 Pre HNG-X Application Roll Out
4.1 Service Definition
4.1.1 See section 2.1 of this Branch Network Service, Service Description.
4.1.2 Prior to commencement of HNG-X Project Workstream X4 (HNG-X Application
Rollout), Branch Network Resilience shall be provided by an alternate fixed
connection (where appropriate) and the provision of the GPRS/EDGE will be
available for those Branches selected by Post Office.
4.1.3 The management of VSAT communications will be included within the Branch
Network Service until such time that Fujitsu Services replaces all VSAT equipped
Branches with fixed ADSL or alternative primary communications.
4.2 Service Availability
See section 2.2 of this Branch Network Service, Service Description.
4.3 Service Levels and Remedies
4.3.1
4.3.1.1
4.3.1.2
4.3.2
4.3.2.4
General Principles
See section 2.3.1 of this Branch Network Service, Service Description.
For the purposes of this section 3.3, “Reliability” means the percentage of all NB
Requests (other than NB Requests for Transactions subsequently abandoned by
the clerk before a corresponding Authorisation is received at the Counter Position)
written to the local message store at a Counter Position for which a corresponding
NB Authorisation indicating no failure has occurred in the Horizon Service
Infrastructure is received at that Counter Position before the MCWP has expired.
Service Level Relief
Where an Incident relating to the Branch Telecom Infrastructure has been logged
in accordance with section 2.1.1.2 of this Branch Network Service, Service
Description and Fujitsu Services is unable to resolve the Incident due to any of the
reasons set out in the CCD entitled: “Service Level Target & Liquidated Damages
Exclusions” (SVM/SDM/SD/0006), measurement against the SLTs described
within sections 2.3.5.1 (Table 6), 4.3.4.2.2 (Table 11) and 4.3.4.2.3 (Table 12) of
this Branch Network Service, Service Description will not occur.
4.3.2.2 For the periods in which the Banking Functions and/or any of the Horizon
Applications (other than Banking Functions) or Infrastructure Services are
suspended in accordance with section 4.1.1.11 of the CCD entitled “Service
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Management Service: Service Description” (SVM/SDM/SD/0007), measurements
of Fujitsu Services' performance in respect of all Service Levels detrimentally
affected by such suspension (in respect of those Horizon Applications and
Services) shall be disregarded and Fujitsu Services shall be released from those of
its obligations in respect of those Horizon Applications and Services which it is
unable to perform as a result of such suspension.
Reliability SLT
4.3.2.3
4.3.2.4
For the purposes of calculating Reliability SLTs as referred to within section
2.3.4.1 (Table 2) of this Branch Network Service, Service Description, the ADSL
Congestion Measure:
(a) the Branch Network Service shall sample the network performance across all
parts of the Branch Telecom Infrastructure at least once per hour during the
Post Office Core Day;
(b) samples which fail to record available bandwidth shall not be included in the
ADSL Congestion Measure; and
(c) the Branch Network Service shall procure that the Guaranteed Minimum
ADSL Bandwidth is available to Branches using ADSL during the Post Office
Core Day. Fujitsu Services shall ensure that Branches have a reasonable and
proportionate share of the bandwidth that is shared with third party users of
ADSL.
For the purposes of calculating Reliability SLTs referred to in section 2.3.4.1
(Table 2), the ADSL Congestion Measures shall be disregarded for each Working
Day upon which the ADSL Congestion Measure exceeds 10% and Fixed
Connections or Dialled Connections shall be disregarded for each day upon which
the FRIACO Congestion Measure exceeds 10%, (each such day being known as
the Congestion Measure Day ("CM Day")) if:
(a) in respect of each CM Day which follows after the occurrence of 13 of the
same Working Days of the week upon which the ADSL Congestion Measure
shall have been less than or equal to 10%, the average performance
measurements for SLTs described within section 2.3.4.1 of this Branch
Network Service, Service Description, the “Threshold Measurement” for those
13 days shall be used instead of the actual Threshold Measurements on that
CM Day and thereafter; and
(b) For each subsequent CM Day which falls on the same day of the week, the
average “Threshold Measurement” for the 13 most recent Working Days,
which are the same day of the week upon which either the ADSL Congestion
Measure was less than or equal to 10% or the actual “Threshold
Measurements” in accordance with the SLTs described within section 2.3.4.1
of this Branch Network Service Description, shall be used instead of the actual
“Threshold Measurements” disregarded on that CM Day.
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43.2.5 If the condition for replacement of the actual “Threshold Measurements” on a CM
4.3.2.6
43.2.7
4.3.2.8
4.3.3
Day by an average measure as set out in section 4.3.2.4 (a) of this Branch
Network Service, Service Description, is not satisfied, then the actual “Threshold
Measures” for each such CM Day shall be disregarded in accordance with section
2.3.4.1 of this Branch Network Service, Service Description without replacement
by an average value.
Tf, in any Service Level Measurement Period, more than 30 CM Days occur upon
which the condition for replacement of the actual “Threshold Measurements” on
that CM Day by an average measure as set out in 4.3.2.4 (b) of this Branch
Network Service, Service Description is not satisfied, Fujitsu Services shall not be
obliged to achieve the SLTs set out in section 2.3.4.1 of this Branch Network
Service, Service Description during that Service Level Measurement Period.
For the purposes of SLT reporting referred to within section 4.3.2.3 in respect of
the SLTs referred to in section 4.3.2.4 of this Branch Network Service, Service
Description, Fujitsu Services shall report:
(a) the relevant averages and / or percentages based upon the actual service
measurements; and
(b) the actual ADSL Congestion Measure for each day that the ADSL Congestion
Measure exceeded 10% and the actual FRIACO Congestion Measure for each
day that the FRIACO Congestion Measure exceeded 10%.
The adjustments required to reflect the replacement of the actual measurements on
CM Days with average measures in accordance with section 4.3.2.4 of this Branch
Network Service, Service Description, shall be made at the end of each Service
Level Measurement Period and reflected within the report for that period.
Rectification Plan
See section 2.3.3 of this Branch Network Service, Service Description.
4.3.4
Service Levels for which Liquidated Damages Apply
Reliability SLTs
4.3.4.1 See section 2.3.4.1 of this Branch Network Service, Service Description.
Branch and Counter Availability
4.3.4.2 See section 2.3.4.2 of this Branch Network Service, Service Description, and sections
4.3.4.2.1 and 4.3.4.2.2 below.
43.4.2.1 Qualifications
(a) The qualifications listed in Table 10 below will apply:
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Table 10
Fault Branch Counter Comments
Unavailable Unavailable
Back Office Printer I No No Not critical to business
Bar code reader No No Fallback available via screen /
keyboard
Branch Yes Yes~—allin Branch I Includes central
telecommunications telecommunications faults
Central Systems Yes Yes Excludes PAF as ___ these
Transactions can be completed at
the Counter using fallback
Counter printer Yes (see I Yes — specific I Single counter Branches only
comments) counter
Gateway PC Yes Yes—allin Branch I Not applicable
Keyboard No No Fallback available via screen
Keyboard Card I Yes (see I Yes — — specific I Single counter Branches only
Reader comments) counter
Monitor Yes (see I Yes — — specific I Single counter Branches only
comments) counter
PIN Pad Yes (see I Yes — specific I Single counter Branches only
comments) counter
Slave PC No. Yes — — specific I Not applicable
counter
4.3.4.2.2 Service Level Targets
Table 11
Description SLT
Branch Availability during the 98.80%
Critical Period
Counter Availability during the 98.53%
Critical Period
Branch Availability during Post 99.48%
Office Core Day
Counter Availability during Post 99.21%
Office Core Day
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The targets set out in Table 11 above take account of the provision of the Communications
Management Team Service. If the Communications Management Team Service is
terminated, the targets set out above will be reduced by an amount agreed between the
Parties, such agreement not to be unreasonably withheld.
4.3.4.2.3 Liquidated Damages Threshold for Counter Availability
See section 2.3.4.2.7 of this Branch Network Service, Service Description, save for Table 5,
which shall be replaced by Table 12 below:
Table 12
Year Network Local Network and Liquidated
Allowance per I Allowance per Local Damages payable
Counter Counter Allowance per I __ per hour or part
Position per Position per Counter thereof in excess of
calendar calendar Position per I Network and Local
month month calendar Allowance per
month Counter Position
per calendar month
2006/2007 0.78 hours 1.22 hours 2.00 hours £1.73
2007/2008 0.78 hours 1.28 hours 2.06 hours £2.00
4.3.4.2.4 Liquidated Damages Threshold for Branch Network Service
Time to Repair
Table 13
Any liquidated damages payable in connection with the Branch Network Service Time to
Repair SLT (Table 13) shall apply from Trigger Point T1 until the first day of the first month
following signature of CCN1200.
Branch Location
Liquidated Damages Formula
Priority A Where ((Seconds of downtime minus ( 6 * 3600)) *
downtime 1.03 pence
greater
than 6
hours is
experienced
Priority C Where (Seconds of downtime minus ( Duration of
downtime is I Incident from opening to_18.30hrs the next
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experienced I Working Day)) * 1.03 pence
after
18.30hrs the
ing
Day + 2
hours
4.3.5 Service Levels for which Liquidated Damages Do Not Apply
See section 2.3.5 of this Branch Network Service, Service Description.
4.3.6 Reporting of SLTs, OLTs, Performance Measures and Design
Targets
4.3.6.1 See the CCD entitled: “Service Management Service, Service Description”
(CS/SER/O14) for measurement and reporting of SLTs, OLTs, performance measures
and design targets.
4.3.6.2 Prior to 1 April 2007, Fujitsu Services shall use its reasonable endeavours to comply
with the reporting obligations set out in section 2.3.4.2.4. From I April 2007, the
provisions of section 2.3.4.2.4 shall apply.
4.4 Service Limits and Volumetrics
See section 2.4 of this Branch Network Service, Service Description.
4.5 Assets and Licences
See section 2.5 of this Branch Network Service, Service Description.
4.6 Charges
See section 2.6 of this Branch Network Service, Service Description.
4.7. Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Branch Network Service, Service Description.
4.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Branch Network Service, Service Description.
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4.9 Business Continuity
See section 2.9 of this Branch Network Service, Service Description.
4.10 Documentation Set Supporting the Service
See section 2.10 of this Branch Network Service, Service Description.
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