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FUJITSU Description Version: 2.0
FUIITSU SERVICES Commercial in Confidence Date: 04/09/08
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Third Line Support Service: Service Description
Service Description — Contract Controlled Document
HNG-X and HNG-X Application Roll Out Transitional Period
Service description of the Third Line Support Service
provided under contract to Post Office Limited
APPROVED
Mik Peach: 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
Steve Denham Fujitsu Services:
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FUJITSU Description Version: 2.0
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0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
co I Reference
1.0 31/08/06 Agreed
Ll 15/08/08 Revisions made as a result of personnel changes
2.0 27/01/09 Document Approved
0.2 Review Details
Review Comments by :
19 September 2008
Review Comments to :
Originator & Document Management
Mandatory Review
Post Office: Operations Support Bernadette O'Donnell
Post Office: Commercial Mike Hannon
Fujitsu Services: Commercial
Fujitsu Services: SI Dave Johns
Fujitsu Services: SSC
Steve Parker
Optional Review
Issued for Information — Please restrict this
distribution list to a minimum
Post Office: Head of Systems OI
perations Dave Hulbert
Fujitsu Services: Customer Service Director Wendy Warham
(**) = Reviewers that returned comments
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0.3. Associated Documents
Reference Version I Date Title Source
SVM/SDM/SD/0001 Service Desk Service: Service Dimensions
Description
SVM/SDM/SD/0002 Engineering Service: Service Dimensions
Description
SVM/SDM/SD/0003 Data Centre Operations Service: Service I Dimensions
Description
SVM/SDM/SD/0005 Application Support Service (Fourth Dimensions
Line): Service Description
SVM/SDM/SD/0006 Systems Management Service: Service I Dimensions
Description
SVM/SDM/SD/0007 Service Management Service: Service Dimensions
Description
SVM/SDM/SD/0010 Service Integration Service: Service Dimensions
Description
SVM/SDM/SD/0011 Branch Network Service: Service Dimensions
Description
SVM/SDM/SD/0012
Central Network Service: Service
Description
Dimensions
SVM/SDM/SD/0013
Reference Data Management Service:
Service Description
Dimensions
SVM/SDM/SD/0014
Operational Business Change (Branch
Change) Service: Service Description
Dimensions
SVM/SDM/SD/0015
Reconciliation Service: Service
Description
Dimensions
SVM/SDM/SD/0016
Management Information Service:
Service Description
Dimensions
SVM/SDM/SD/0017
Security Management Service: Service
Description
Dimensions
SVM/SDM/PLA/0001 HNG-X Support Service Business I Dimensions
Continuity Plan — Joint Working
Document
SVM/SDM/TP/0001 HNG-X Operational Test Plan ~ Dimensions
Joint Working Document
CS/SIP/002 Business Continuity Framework Dimensions
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CS/FSP/006 End to End Support Process, I Dimensions
Operational Level Agreement
CS/PRD/019 Operational Change Process Dimensions
CS/PRD/021 POA Customer Service Problem I Dimensions
Management Process Details
CS/PRD/074 POA Customer Service Incident I Dimensions
Management Process Details
CS/PRD/122 POA Customer Service Major Dimensions
Incident Escalation Process
CS/PRO/154 OOH Support using secure laptop Dimensions
CS/QMS/007 Operations Manual for the Customer Dimensions
Service Directorate
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
Ad-Hoc Data Request
Request for non standard management information received from Post
Office via the agreed process
Service Management I Web based management information portal developed by Fujitsu Services to
Portal allow Post Office to have real time access to management information
SMC Systems Management Centre
0.5 Changes in this Version
Version Changes
Ll Changes in personnel and some management roles. Removal of references to
POA, and these have been replaced by RMGA
0.6 Changes Expected
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Description Version: 2.0
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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
SERVICE DEFINITION.
Support for Operational Services
abase Development and Support...
ement Portal Development and Support ..
Support for Business Continuity testing ....
SERVICE AVAILABILITY
ICE LEVI AND RI
General Principles.
Service Level Relic!
Rectification Plat
Service Levels for which Liquidated Damages Apply ..
Service Levels for which Liquidated Damages Do Not Apply.
Operational Level Targets
Performance Metri
Design Targets
CHARGES
Operational Fixed Charge
Operational Variable Chars
Additional Operational Variable Charge -
TIONAL,
2.7 DEPENDENCIES
28
2.9
2.9.1 Maintaining Access to Data and Systems
2.10 DOCUMENTATION SET SUPPORTING THE SERVICE
3.0 HNG-X APPLICATION ROLL OUT — TRANSITIONAL PERIOD...
SERVICE DEFINITION
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BUSINESS CONTINUITY
DOCUMENTATION SET SUPPORTIN!
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Description Version: 2.0
FUJITSU SERVICES we
Commercial in Confidence Date: 04/09/08
1.0 Service Summary
11. The Fujitsu Services Third Line Support Service, provides the following functions
using operational staff who are fully trained to carry out this Third Line Support
Service:
1.1.1. technical support when required to the following Operational Services:
(a) Service Desk Service;
(b) I Systems Management Service;
(c) Data Centre Operations Service (including the AP Client File Re-Send Service
, with the exception of Configured POL FS);
(d) Application Support Service (Fourth Line);
(e) Branch Network Service
(f) I Central Network Service;
(g) Operational Business Change Service (Branch Change);
(h) Reference Data Management Service;
(i) Security Management Service;
(j) Engineering Service;
(k) Management Information Service; and
(1) Reconciliation Service;
1.1.2. the investigation and resolution of new Software Incidents within the Branch
Infrastructure;
1.1.3. the production and authorisation of workarounds and updates to entries within the
support knowledge database;
1.1.4. locally held Fujitsu Services Royal Mail Group Account (RMGA) databases and
intranet;
1.1.5. service management portals available to Post Office;
support for business continuity testing where this is required; and
development and support for internal Fujitsu Services RMGA applications.
1.2. Notwithstanding any provision in any Schedule, CCD or CRD to the contrary,
Fujitsu Services is not obliged to provide the Third Line Support Service or
Application Support Service (Fourth Line) in respect of Configured POL FS or the
SAP Loading Applications.
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1.3. The Third Line Support Service will receive solutions developed by the Application
Support Service (Fourth Line) to resolve Incidents.
2.0 HNG-X
2.1 Service Definition
2.1.1 Support for Operational Services
This section sets out the technical support provided by the Third Line Support Service to the
appropriate Operational Services. The Third Line Support Service also supports the Business
Capabilities and Support Facilities.
2.1.1.1 Service Desk
2.1.1.1.1 The Third Line Support Service provides technical support to the Service Desk to
assist in the resolution of operational Incidents at "first line". Data relating to
Incidents are passed from the Service Desk Incident Management Systems via a
technical interface to the Third Line Support Service fault management tool (Peak).
Any failure of this technical interface will result in the manual transfer of data from
the Service Desk.
2.1.1.1.2 The Third Line Support Service will provide information for, and maintain the
Known Error Log (KEL).
2.1.1.2 Systems Management Service
The Third Line Support Service provides technical support to the Systems Management
Service to assist in the resolution of operational Incidents.
2.1.1.3 Data Centre Operations Service
2.1.1.3.1 The Third Line Support Service provides technical support to the Data Centre
Operations Service to assist in the resolution of operational Incidents. This will
include re-send of files to Post Office and APS Clients in cases of errors in Fujitsu
Services' Software.
2.1.1.3.2 Where a re-send of a file is required for reasons other than an error in Fujitsu
Services' Software, the procedure for re-sending such file is described in Annex A to
the CCD entitled: “Data Centre Operations Service, Service Description”
(SVM/SDM/SD/0003).
2.1.1.4 Application Support Service (Fourth Line)
The Third Line Support Service provides technical support to the Application Support
Service (Fourth Line) to assist in the development of Software fixes required for the Branch
Infrastructure or HNG-X Central Infrastructure.
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2.1.1.5 Branch Network Service
The Third Line Support Service provides technical support to the Branch Network Service to
assist in the resolution of operational Incidents surrounding the loss of communications
between the Branch Infrastructure and the HNG-X Central Infrastructure. This may involve
close liaison with Fujitsu Services’ or Post Office's network suppliers, e.g. British Telecom
(BT).
2.1.1.6 Central Network Service
The Third Line Support Service provides technical support to the Central Network Service to
assist in the resolution of operational Incidents surrounding the loss of communications
within the central Fujitsu Services network.
2.1.1.7 Operational Business Change Service (Branch Change)
The Third Line Support Service provides technical support to the Operational Business
Change (Branch Change) Service to assist in the resolution of Software or remote technical
Incidents which may occurring during the delivery of changes, (including, for example:
Branch openings, closures and moves) to the Branch Infrastructure.
2.1.1.8 Reference Data Management Service
The Third Line Support Service provides technical support to the Reference Data
Management Service to assist in the resolution of operational Incidents surrounding the
distribution of Reference Data to the Branch Infrastructure.
2.1.1.9 Security Management Service
The Third Line Support Service provides technical support to the Security Management
Service to assist in the resolution of operational Incidents surrounding the application of the
required level of security within the Branch Infrastructure and HNG-X Central Infrastructure,
together with the provision of data from the HNG-X Central Infrastructure where this cannot
be readily obtained by the Security Management Service.
2.1.1.10 Engineering Service
The Third Line Support Service provides Software and operating system support to the
Engineering Service to assist in the resolution of Hardware Incidents within the Branch.
2.1.1.11 Management Information Service
The Third Line Support Service provides technical support to the management information
Service to assist in the generation of management information in response to Ad-Hoc Data
Requests where this information is not readily available to the Management Information
Service.
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2.1.1.12 Reconciliation Service
The Third Line Support Service provides technical support to the Reconciliation Service to
assist in the resolution of Reconciliation Incidents where Transaction information is required
following interrogation of the HNG-X Central Infrastructure. This will also include the re-
sending of rejected Transactions to Post Office or Clients following the resolution of a
Reconciliation Incident.
2.1.1.13 Investigation and Resolution of New Software Incidents
The Third Line Support Service will investigate, in accordance with internal Fujitsu Services
operational procedures, any suspected new Software errors escalated from the Service Desk
or Systems Management Service and provide Software fixes, as required, to either:
(a) an individual Branch or Counter Position;
(b) a number of Branches or Counter Positions;
(c) the entire Branch and all Counter Positions; or
(d) the Data Centres.
2.1.2 Production of workarounds
2.1.2.1 Following investigation of a Software error, the Third Line Support Service will
produce, where possible, a workaround which will enable the Branch to continue
normal business in line with relevant processes or will enable the Data Centre to
continue processing.
2.1.2.2 Where a workaround requires a Branch not to operate in accordance with relevant
processes, this will be handled through the Service Management Service in
accordance with good service management practice.
2.1.3 Local Fujitsu Services RMGA Database Development and Support
The Third Line Support Service will provide support for the development and support of
local Fujitsu Services RMGA databases required to provide reporting and management
information where this is not available from the HNG-X Central Infrastructure.
2.1.4 POA Intranet / Service Management Portal Development and
Support
The Third Line Support Service will provide support for the development and support of
Fujitsu Services RMGA intranet and the relevant portal arrangements which allow data to be
available to the Service Management Portal accessible to Post Office.
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2.1.5 Support for Business Continuity testing
The Third Line Support Service will provide technical support for scheduled business
continuity tests undertaken in accordance with Schedule B2 and the CCD entitled: “Business
Continuity Framework” (CS/SIP/002).
2.2. Service Availability
The Third Line Support Service is not directly available to Post Office. It is a service internal
to Fujitsu Services and is available 24 hours per day, but is provided only on an on-call basis
outside of 09:00hrs to 17:30hrs Monday to Friday. The Third Line Support Service is also
on-call on Bank Holidays.
2.3. Service Levels and Remedies
2.3.1 General Principles
This section is not applicable to the Third Line Support Service.
2.3.2 Service Level Relief
This section is not applicable to the Third Line Support Service.
2.3.3 Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
2.3.4 Service Levels for which Liquidated Damages Apply
There are no specific SLTs for which liquidated damages apply that are linked directly with
the Third Line Support Service. However, the attainment of SLTs for the following
Operational Services may be directly related to the successful provision of this Third Line
Support Service should support be required:
(a) Data Centre Operations Service;
(b) Branch Network Service; and
(c) Engineering Service.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
There are no specific SLTs for which liquidated damages do not apply that are linked directly
with the Third Line Support Service. However, the attainment of SLTs for the following
Operational Services may be directly related to the successful provision of this Third Line
Support Service should support be required:
(a) Data Centre Operations Service;
(b) Branch Network Service;
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(c) Central Network Service;
(d) Service Desk; and
(e) Reconciliation Service.
2.3.6 Operational Level Targets
There are no OLTs associated with the Third Line Support Service.
2.3.7 Performance Metrics
There are no performance metrics associated with the Third Line Support Service.
2.3.8 Design Targets
There are no design targets associated with the Third Line Support Service.
2.4 Service Limits and Volumetrics
There are no service limits or volumetrics associated with the Third Line Support Service.
2.5. Associated Assets and Licences
2.5.1 Assets
Assets relevant to the Third Line Support Service are set out within the Asset Register.
2.5.2 Licences
The Third Line Support Service will ensure that all third party software licences from time to
time required by Fujitsu Services to provide the Third Line Support Service are maintained to
ensure they are current and valid for the version of third party software being used at the
time. Where a licence or its associated support and maintenance is due to expire, and Fujitsu
Services determine that renewal is required, the Third Line Support Service will ensure that
the appropriate renewal process, as defined by the appropriate software vendor or licensor, is
completed and a new licence is concluded prior to the expiry date to ensure continuity of the
service.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
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2.6.2 Operational Variable Charge
2.6.1.1 The Third Line Support Service Operational Variable Charge is calculated against the
number of POL Service Types supported at a price per Counter Position as set out in
paragraph 2.7 of Schedule D1 of the Agreement.
2.6.1.2 Any variation to this price is subject to six (6) months' notice.
2.6.3 Additional Operational Variable Charge
There are no additional Operational Variable Charge applicable to the Third Line Support
Service.
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 Third Line Support Service and/or any of the other Operational
Services will be agreed in accordance with the Change Control Procedure. This
section describes the interfaces with other Operational Services as at the Amendment
Date, as follows:
2.7.1.1 Systems Management Service
The Third Line Support Service may be required to take on some of the monitoring functions
completed by the Systems Management Service and would receive a higher proportion of
issues for resolution should the Systems Management Service become unavailable.
2.7.1.2 Data Centre Operations Service
The Third Line Support Service supports the Data Centre Operations Service in the
investigation of Incidents surrounding the HNG-X Central Infrastructure. If the scope of the
Third Line Support Service changes, the Application Support Service (Fourth Line) may have
to take over this role.
2.7.1.3, Branch Network Service
The Third Line Support Service supports the Branch Network Service, following receipt of
calls from Branches. If the scope of the Third Line Support Service changed, the Application
Support Service (Fourth Line) might have to take over this role.
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2.7.1.4 Central Network Service
The Third Line Support Service supports the Central Network Service, in respect of Incidents
surrounding the Central Telecommunications Infrastructure. If the scope of the Third Line
Support Service changed, the Application Support Service (Fourth Line) might have to take
over this role.
2.7.1.5 Application Support Service (Fourth Line)
The Application Support Service (Fourth Line) and the Third Line Support Service work
closely together in the identification and resolution of Software Incidents requiring bug fixes.
If the scope of either the Application Support Service (Fourth Line) or the Third Line Support
Service is changed, the completion of Software Incident bug fixes would be the responsibility
of the remaining service.
2.7.1.6 Operational Business Change Service (Branch Change)
The Third Line Support Service supports the OBC (Branch Change) Service, in respect of
changes to the Branch estate. If the scope of the Third Line Support Service changed, the
Application Support Service (Fourth Line) might have to take over this role.
2.7.1.7 Reference Data Management Service
The Third Line Support Service supports the Reference Data Management Service in respect
of Incidents surrounding the distribution of Reference Data to the Branch Infrastructure. If
the scope of the Third Line Support Service changed, the Application Support Service
(Fourth Line) might have to take over this role.
2.7.1.8 Security Management Service
The Third Line Support 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
Third Line Support Service changed, the Application Support Service (Fourth Line), the
Systems Management Service or the Data Centre Operations Service might have to take over
this role.
2.7.1.9 Engineering Service
The Third Line Support Service supports the Engineering Service, in respect of Incidents
within the Branch Infrastructure which require technical support. If the scope of the Third
Line Support Service changed, the Application Support Service (Fourth Line) might have to
take over this role.
2.7.1.10 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 Third Line Support
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Service changed, the Systems Management Service or the Application Support Service
(Fourth Line) may have to take over this role.
2.7.1.11 Reconciliation Service
The Third Line Support Service supports the Reconciliation Service, in respect of Incidents
affecting the financial integrity of the HNG-X Application. If the scope of the Third Line
Support Service changed, the Application Support Service (Fourth Line) might have to take
over this role.
2.7.1.12 The Service Desk
The Third Line Support Service receives Incidents for investigation from the Service Desk.
Any changes to the scope of the Third Line Support Service may result in Incidents being
passed to the Application Support Service (Fourth Line).
2.7.1.13 The CMT Service
The Third Line Support Service may receive Incidents for investigation from the CMT
Service. Any changes to the scope of the Third Line Support Service may result in Incidents
being passed to the Application Support Service (Fourth Line).
2.7.1.14 The Service Management Service
The Service Management Service has overall governance over the activities of the Third Line
Support Service. If the scope of the Third Line Support Service changed, the Service
Management Service may interface directly with the Application Support Service (Fourth
Line).
2.8 Post Office Dependencies and Responsibilities
In addition to the generic responsibilities which shall apply as set out in Schedule A5 of the
Agreement, Post Office shall keep each base unit in each Branch switched on at all times
unless specifically requested to do otherwise by Fujitsu Services.
2.9 Business Continuity
This section defines the measures taken to minimise the risk of not being able to provide the
Third Line Support Service and sets out what Fujitsu Services is required to provide in terms
of business continuity specific to the provision of this Third Line Support Service. Details of
the Third Line Support 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).
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2.9.1 Maintaining Access to Data and Systems
2.9.1.1 Incident Management System
2.9.1.1.1 In the event that the Third Line Support Service fault management tool becomes
unavailable, failover will occur to a backup system within another Fujitsu Services
site.
2.9.1.1.2 In the event that the backup system is unavailable, the Third Line Support Service
will resort to manual logging of Incidents until the system is restored and then input
manually logged Incidents into the restored system.
2.9.1.2 Live System Access and Repair Tools
In the event that live systems access and repair tools are unavailable in the primary Third
Line Support Service site, the Third Line Support Service will use the SSC-built Out-Of-
Hours laptops and support the system from home addresses.
2.9.1.3 Failover Timescale
Fujitsu Services shall ensure access to live systems access and repair tools at the DR site are
available to the Third Line Support Service within three (3) hours of the initial failure.
2.9.1.4 Testing
Fujitsu Services will carry out one (1) walkthrough and one (1) operational test per year
covering the Incident Management System, live system access and repair tools, subject to
agreeing the actual dates for such tests with Post Office, such agreement not to be
unreasonably withheld. Such tests shall be carried out in accordance with the Working
Document entitled: “HNG-X Operational Test Plan Joint Working Document”
(SVM/SDM/TP/0001).
2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Third Line Support Service, Service Description
supports the delivery of the Third Line Support Service. Should any elements of the Third
Line Support Service be changed following agreement with Post Office, Fujitsu Services will
ensure these documents are also reviewed and amended where necessary in accordance with
the changes agreed.
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3.0 HNG-X Application Roll Out — Transitional Period
3.1 Service Definition
3.4.4 See section 2.1 of this Third Line Support Service, Service Description.
3.1.2. The Third Line Support Service will assist in the recovery of Transactions from
those Branches not yet migrated to the HNG-X Application in circumstances where
it has not been possible to deploy laptop data retrieval and hence the relevant
processor or processors have been recovered via the Engineering Service to the Data
Centre, as described in the CCD entitled: “kngineering Service, Service
Description” (SVM/SDM/SD/0002).
3.2 Service Availability
See section 2.2 of this Third Line Support Service, Service Description.
3.3. Service Levels and Remedies
3.3.1 See section 2.3 of this Third Line Support Service, Service Description and section
3.3.2 below.
3.3.2 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 4.2.1.2 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 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.
3.4 Service Limits and Volumetrics
See section 2.4 of this Third Line Support Service, Service Description.
3.5
Assets and Licences
See section 2.5 of this Third Line Support Service, Service Description.
3.6
Charges
See section 2.6 of this Third Line Support Service, Service Description.
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3.7. Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Third Line Support Service, Service Description.
3.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Third Line Support Service, Service Description.
3.9 Business Continuity
See section 2.9 of this Third Line Support Service, Service Description.
3.10 Documentation Set Supporting the Service
See Section 2.10 of this Third Line Support Service, Service Description.
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