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Document Title: Branch Network Service Description
Document Type: Service Description — Contract Controlled Document
Release: N/A
Abstract:
Document Status: APPROVED
Author & Dept: John Gallacher, Fujitsu Services
Internal Distribution: N/A
External Distribution: N/A
Approval Authorities:
lame le Signature Date
Mark Weaver Post Office: Head of Systems
Operations
Steve Denham Fujitsu Services: Head of
Service Management
Note. See Post Office Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ON/0001) for guidance.
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0 Document Control
0.1 Table of Contents
Q DOCUMENT CONTROL
0.
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 Expected .
4 SERVICE SUMMARY
Operational Change Proposals (OCPs)
Service Management
2.2 Service Availability...
3 Service Levels and Remedies
General Principles
Service Level Reli
Branch and Counter Availability SLTs
Rectification Plan .
Service Levels for which Liquidated Damages Apply ..
Service Levels for which Liquidated Damages Do Not App!
Operational Level Target:
Performance Metrics
2.3.9 Design Targets...
2.4 Service Limits and Volumet
Backup Network Capacity.
Operational Fixed Charqi
2.6.2 Operational Variable Charge 18
2.6.3 Additional Operational Variable Charge 18
2.7 Dependencies and Interfaces with Other Operational Services 18
8 Post Office Dependencies and Responsibilities.
2.9 Business Continuity...
2.9.1 Maintaining Contact with the HNG-X Central Infrastructure .
2.10 Documentation Set Supporting the Service ....
3 HNG-X APPLICATION ROLLOUT — TRANSITIONAL PERIOD..........
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General Principles
Service Level Reli
Rectification Plan .
Service Levels for which Liquidated Damages Apply ..
Service Levels for which Liquidated Damages Do Not App!
x Reporting of SLTs, OLTs, Performance Measures and Design Targets
Service L
3.4 jits and Volumet 25
3.5 Assets and Licences..
3.6 Charges
.7 Dependencies and Interfaces with Other
3.8 Post Office Dependencies and Responsibilities...
3.9 Business Continuity...
10 Documentation Set Supporting the Service 25
4 PRE HNG-X APPLICATION ROLL OUT +26
4.1 Service Definition
4.2 Service Availability. 26
43 Service Levels and Remedies 26
4. General Principles 26
Service Level Reli
4.3.3 Rectification Plat 28
4.3.4 Service Levels for which Liquidated Damages Apply .. 28
4.3.5 Service Levels for which Liquidated Damages Do Not Apply 30
4.3.6 Reporting of SLTs, OLTs, Performance Measures and Design Targets 30
44 Service its and Volumetri 30
4.5 Assets and 30
46 Charge: 30
4.7. Dependencies and Interfaces with Other Operational Services 341
48 Post Office Dependencies and Responsibilities.
49 Business Continuity...
4.10 Documentation Set Supporting the Service
5 APPENDIX A—- BRANCH AVAILABILITY SLT MATRIX +32
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0.2 Document History
Version No.
Date
Summary of Changes and Reason for Issue
Associated Change -
CP/PEAK/PPRR
Reference
31/08/06
Agreed
22/11/06
Amendment to tables 4 and 8, to describe the revised Branch
and Counter Availability SLT's for both the Post Office Critical
Period and the Post Office Core Day resulting from this
change in incident prioritisation
cp4298
30/01/07
Review comments from V1.1 incorporated into document. As
agreed with Post Office Ltd, all faults in the Branch Telecom
infrastructure to be allocated A priority (2.3.3.1.4).
2.0
28/02/07
Issued for Approval
24
30/11/07
Branch Availability SLT Matrix added to the document. Branch
Availability Matrix has been updated to reflect updated as
follows
- Remove references to SLT periods per year and calculations
of figures on an average SLT period basis. SLT %s are
calculated on a per annum basis, with these percentages
applied to each month — as agreed with Adam Martin
- Base the SLTs on the MTBFs and number of
counters/branches as at April 2007. This gives constant SLT
%s which will only be updated when the MTBFs and number of
counters/branches in this calculation are updated.
SLTs have been removed from the document and the reader
referred to the branch availability matrix to view the SLTs.
This is due to the fact that during the network closure
programme, the SLTs will be changed on a quarterly basis.
2.2
21-Dec-2007
Revised in response to review comments from Hilary Forrest
22
10/10/08
Amendments to:
- Fujitsu and Post Office logos
- Approval Authorities
- Review Details
- Glossary (additions/omissions)
- SD Charging Model
23
Updated with reviewed comments
3.0
10-JUN-2009
Issued for Approval
0.3 Review Details
Review Comments by
Review Comments to
Mandatory Review
24/10/08
John.Gallachet
GRO”! & RMGADocumentManagemenf”
Role Name
Post Office: Operations Support Mark Weaver
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Post Office: Commercial
Liz Tuddenham
Fujitsu Services: Commercial
Hilary Forrest
Fujitsu Services: CS
Role
Steve Denham
Optional Review
Name
HNG-X Programme Manager
Bill Reynolds
HNG-X Testing
Peter Dreweatt
HNG-X Security Brian Pinder
HNG-X Service Transition Sarah Bull
HNG-X Data Centre Migration Martin Brett
Fujitsu Services: CS Mike Stewart
Fujitsu Services: CS Mike Woolgar
Issued for Information — Please restrict this
distribution list to a minimum
Position/Role Name
Post Office: Head of Systems Operations Dave Hulbert
Leighton Machin: CS
Leighton Machin
(*) = Reviewers that retumed comments
0.4 Associated Documents (Internal & External)
Reference Version Dat Title Source
PGM/DCM/TEM/0001 1.0 13/6/06 Fujitsu Services Post Office Account HNG- I Dimensions
X De it Te late
(DO NOT REMOVE) jocument Template
SVM/SDM/PRO/0004 Definitions of Engineering Service Priority I Dimensions
and Local / Remote Locations
SVM/SDM/PLA/0001 HNG-X Support Service Business Dimensions
Continuity Plan - Joint Working Document
SVM/SDM/PRO/0001 Major Incident Process Dimensions
SVM/SDM/PRO/0018 POA Incident Management Process Dimensions
SVM/SDM/PRO/0006 Service Level Target & Liquidated Dimensions
Damages Exclusions
SVM/SDM/SD/0007 Service Management Service: Service Dimensions
Description
SVM/SDM/SD/ Third Party Management Service Dimensions
CS/PLA/O79 Horizon Services Business Continuity Plan I Dimensions
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Abbreviation Definition
ADSL Asynchronous Digital Subscriber Line
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Abbreviation Definition
T-AVE Average Transaction
BNR Branch Network Resilience
BNS Branch Network Service
BT British Telecom
cMT Communications Management Team
EDGE Enhanced Rates for GSM Evolution
GPRS General Packet Radio Service
MBCI Major Business Continuity Incident
McwP Maximum Counter Wait Period
Mis Management information Systems
MTBF Mean Time Between Failure
ISDN Integrated Switched Digital Network
oBc Operational Business Change
PSTN Public Switched Telephone Network
WAN Wide Area Network
0.6 Glossary
ADSL Congestion The proportion (expressed as a percentage) of the samples taken each day where
Measure 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
Branch Availability SLT The SLT relating to Branch availability referred to in section 2.3.4.2.1 of this Branch
Network Service, Service Description.
Central Systems All systems provided by Fujitsu Services to branches via connectivity to the data
centres.
Counter Availability SLT The SLT relating to Counter Position availability referred to in section 2.3.4.2.2 of the
Service Description for the Branch Network Service.
Guaranteed Minimum 11.5kbits/s for Branches using a 50:1 ADSL contention ratio and 28.8kbits/s for Branches using
ADSL Bandwidth a 20:1 ADSL contention ratio.
Local Allowance The allowable time for any failure of the Branch Infrastructure and/or the Branch Telecom
Infrastructure.
Local Failure A failure of the Branch Infrastructure and/or the Branch Telecom Infrastructure.
Maximum Counter Wait The period that an automated Counter Position shall wait for a corresponding NB Authorisation
Period after generating a NB Request before itself Declining that Banking Transaction due to system
time-out.
Network Allowance The allowable time for any failure of the HNG-X Central Infrastructure and/or the Central
Telecom Infrastructure.
Network Wide Failure 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
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Term Definition
Post Office Critical Period I The hours during a Post Office Core Day or a number of Post Office 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.
Reliability SLT The SLT relating to reliability referred to in section 2.3.4.1
VSAT Satellite communications system.
0.7 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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1 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.; 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 HNG-X
2.1 Service Definition
2.1.1Incident 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.
2.
.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.
-1.3. 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” (SVM/SDM/PRO/0018).
.1.4. If 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 and a visit by a Fujitsu Services Support Engineer and/or the Fujitsu Services
Telecommunications Supplier will be scheduled.
2.
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2.1.1.5. 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 (MBCI), 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).
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).
2A.
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;
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(e) performing regular supplier reviews including service improvement initiatives;
(f) managing problems related to the supplier; and
(g) Managing changes related to the supplier.
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 team 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. General Principles
2.3.1.1. 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;
* October to December.
2.3.1.2. 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.
2.3.2 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.
2.3.3 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.
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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.
2.3.4 Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
2.3.5 Service Levels for which Liquidated Damages Apply
2.3.5.1 Branch and Counter Availability
2.3.5.1.1 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 2.3.4.25 (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.
2.3.5.1.2 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
apply to periods after (and including) the first day of the first month following signature of CCN1200.
2.3.5.1.3 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.
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.
(b
(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
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° 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.
2.3.5.1.4 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.
(0.
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.
s
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.
2.3.5.1.5 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 Count Comments
Unavailable
Back Office Printer I No No
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 I Yes - specific I Single counter Branches only
comments) counter
Hub No Yes - specific I Not applicable
counters attached to
the hub
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Fault Branch Counter Comments
Unavailable Unavailable
I Keyboard No No Fallback available via screen
I Keyboard Card I Yes (see I Yes - specific I Where the counter can still
I Reader comments) counter trade, these calls will be
excluded from Branch &
Counter Availability Figures
Monitor Yes (see I Yes - specific I Where there is a_ fallback
comments) counter (keyboard) and the counter
can still trade, these calls will
be excluded from Branch &
Counter Availability Figures
PC Yes (See I Yes - specific I Single counter Branches only
comments) counter
I PIN Pad Yes (see I Yes - specific I Single counter Branches only
comments) counter
I Router Yes Yes — all in Branch Not applicable
2.3.5.1.6 Service Level Targets
Table 4
Description Ss
Branch Availability during the Critical See matrix in
Period appendix A
Counter Availability during the Critical See matrix in
I Period appendix A
Branch Availability during Post Office See matrix in
Core Day appendix A.
I Counter Availability during Post Office See matrix in
I Core Day appendix A
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.
2.3.5.1.7 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).
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(b) 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.
io
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 Table 4a as set out below).
(e) Network Counter Position Unavailability Period means the time the affected Counter
Positions are Unavailable (rounded in accordance with the Table 4b as set out below).
(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.
es
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.
(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.
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(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:
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.
Table 4a Local Rounding Table
Duration of Incident Deemed duration for the
purposes of Table 5
30 seconds or less 30 seconds
More than 30 seconds I 1 minute
but less than 1 minute
1 minute or more but I 1 minute
less than 1 minute 30
seconds
1 minute 30 seconds or I 2 minutes.
more but less than 2
minutes
N minutes or more but I N minutes
less than N minutes 30
seconds
N minutes 30 seconds I (N+1) minutes
or more but less than
(N+1) minutes
Table 4b Network Wide Rounding Table
Duration of Incident Deemed duration for the
purposes of Table 5
30 minutes or less 30 minutes
More than 30 minutes I 1 hour
but less than 1 hour
1 hour or more but less I 1 hour
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Duration of Inciden Deemed duration for the
purposes of le 5
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
Network Local Network and Liquidated
Allowance per Allowance per Local Damages payable
Counter Counter Allowance per per hour or part
Position per Position per Counter thereof in excess of
calendar calendar Position per Network and Local
month month calendar Allowance per
month Counter Position
per calendar month
2009/2010 0.78 hours 1.40 hours 2.18 hours
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
2.3.6 Service Levels for which Liquidated Damages Do Not
Apply
2.3.6.1 Branch Network Service: Time to Repair
2.3.5.1.1 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).
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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 SLT for the Branch Network Service following receipt of a call to the
Service Desk relating to the Branch Telecom Infrastructure is identified in Table 6 below:
Table 6
Branch Location SLT (Hours of Downtime)
I Local / Remote 95% 100%
I resolved in I resolved in
less than 4
hours
I Priority A less than 6
hours
2.3.7. Operational Level Targets
There are no OLTs associated with the Branch Network Service.
2.3.8 Performance Metrics
There are no performance metrics associated with the Branch Network Service.
2.3.9 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.
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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.
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:
2.7.44 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.
2.7.1.4 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.
2.7.1.5 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
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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.
2.7.4.7 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.
2.7.4.411 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.
2.7412 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 A5 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 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).
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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 HNG-X Application Rollout — Transitional Period
This section 3 shall apply until Trigger Point T6 (Counter Application Rollout Complete).
3.1 Service Definition
3.1.1. See section 2.1 of this Branch Network Service, Service Description.
3.1.2 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. See section 2.3.1 of this Branch Network Service, Service Description.
3.3.1.2. 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 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.
3.3.2.2 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 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.
3.3.3. Rectification Plan
See section 2.3.3 of this Branch Network Service, Service Description.
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3.3.4 Service Levels for which Liquidated Damages Apply
3.3.4.1 Banking Functions Reliability SLTs
For the purposes of this section 3.3.4.1, 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
Horizon Service Infrastructure is received at that Counter Position before the MCWP has expired. This
SLT is only applicable to counters not migrated to HNG-X.
Table 1
Fixed (Banking I The total number of Banking Functions Transactions carried out
Functions) using a Fixed Connection in the relevant Service Level
Measurement Period.
Dialled T(Banking I The total number of Banking Functions Transactions carried out
Functions) using a Dialled Connection in the relevant Service Level
Measurement Period.
ADSLT(Banking The total number of Banking Functions Transactions carried out
Functions) using an ADSL Connection in the relevant Service Level
Measurement Period.
Fixed (Banking I Fixed T (Banking Functions) multiplied by (Fixed Tave - 4).
Functions)
Dialled C(Banking I Dialled T (Banking Functions) multiplied by (Dialled Tave - 8).
Functions)
ADSLC(Banking ADSL T (Banking Functions) multiplied by (ADSL Tave - 5).
Functions)
Reliability Reliability in Branches using Dialled Connections taken
(Dialled) together, for the periods such Dialled Connections are
scheduled to be used.
Reliability (Fixed) I Reliability in Branches using Fixed Connections taken together,
for the periods such Fixed Connections are scheduled to be
established.
Reliability (ADSL) I 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.
D 97 - Reliability (Dialled) divided by 100.
99 — Reliability (ADSL) divided by 100
Table 2
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
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Dialled Connection reliability 97% Functions)} x Counter Transaction
Time x 1.03 pence
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
Branch unt 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 = all in I Includes central
telecommunications Branch 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
Branch Router Yes Yes Horizon branches with branch
router installed
Gateway PC Yes Yes -—- all in I Horizon branch without
Branch branch router installed.
Keyboard No No Fallback available via screen
Keyboard Card I Yes (see I Yes —- specific I Where the counter can still
Reader comments) counter trade, these calls will be
excluded from Branch &
Counter Availability Figures
Monitor Yes (see I Yes — specific I Where there is a fallback
comments) counter (keyboard) and the counter
can still trade, these calls will
be excluded from Branch &
Counter Availability Figures
PIN Pad Yes (see I Yes - specific I Single counter Branches only
comments) counter
Slave PC No Yes - specific I Not applicable
counter
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3.3.4,.2.2 Service Level Targets
Table 8
Descript LT
Branch Availability during the See Matrix in Appendix A
Critical Period
Counter Availability during the See Matrix in Appendix A
Critical Period
Branch Availability during Post See Matrix in Appendix A
Office Core Day
Counter Availability during See Matrix in Appendix A
Post 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
Network Local Network and Liquidated Damages
Allowance per Allowance per Local payable per hour or
Counter Counter Allowance per _ part thereof in excess
Position per Position per Counter of Network and Local
calendar calendar Position per Allowance per
month month calendar Counter Position per
month calendar month
2008/2009 0.78 hours 1.34 hours 2.12 hours
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.
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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 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 to branches where this is deemed
necessary.
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. General Principles
See section 2.3.1 & Section 3.3.4 of this Branch Network Service, Service Description.
For the purposes of this section 4.3, “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.
4.3.2 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.
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 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
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, and the ADSL Congestion Measure:
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(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
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.
If the condition for replacement of the actual “Threshold Measurements” on a CM 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.
(b)
lf, 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
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Description, shall be made at the end of each Service Level Measurement Period and reflected within
the report for that period.
4.3.3. 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.
4.3.4.2.1 Qualifications
(a) The qualifications listed in Table 10 below will apply:
Table 10
Fault Branch Counter Com
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 — all in 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 — all in Branch I Not applicable
Keyboard No No Fallback available via screen
Keyboard Card I Yes (see I Yes —- specific I Where the counter can still
Reader comments) counter trade, these calls will be
excluded from Branch &
Counter Availability Figures
Monitor Yes (see I Yes —- specific I Where there is a fallback
comments) counter (keyboard) and the counter
can still trade, these calls will
be excluded from Branch &
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Counter Availability Figures
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
Descri
Branch Availability during the See Matrix in Appendix A
Critical Period
Counter Availability during the See Matrix in Appendix A
Critical Period
Branch Availability during Post See Matrix in Appendix A
Office Core Day
Counter Availability during See Matrix in Appendix A
Post Office Core Day
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
Network Local Network and Liquidated Damages
Allowance per Allowance per Local payable per hour or
Counter Counter Allowance per part thereof in
Position per Position per Counter excess of Network
calendar calendar Position per and Local Allowance
month month calendar per Counter Position
per calendar month
2006/2007 0.78 hours 1.22 hours 2.00 hours
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
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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
downtime * 1.03 pence
greater than
6 hours is
experienced
Priority A Where ((Seconds of downtime minus ( 6 * 3600))
after
18.30hrs the
next
Working
Day + 2
hours
Priority C Where ((Seconds of downtime minus ( Duration of
downtime is I Incident from opening to 18.30hrs the next
experienced I Working Day)) * 1.03 pence
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
See the CCD entitled: “Service Management Service, Service Description” (CS/SER/014) for
measurement and reporting of SLTs, OLTs, performance measures and design targets.
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 1 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.
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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.
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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5 Appendix A- Branch Availability SLT Matrix
The embedded file is the matrix which is used to calculate the Branch Availability Target.
4
Branch Availability
Matrix
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