FUJ00080125
FUJ00080125
FUNITSU Application Support Service (Fourth Line): Ref: SVM/SDM/SD/0005
Service Description Version: 4.0
PUUITSO SERVICES Commercial in Confidence Date: 24-Aug-2010
Document Title: Application Support Service (Fourth Line): Service
Description
Document Type: Service Description — Contract Controlled Document
Release: HNG-X / HNG-X and HNG-X Application Roll Out
Transitional Period
Abstract: Service description of the Application Support Service
(Fourth Line) provided under contract to Post Office.
Document Status: APPROVED
Originator & Dept: Peter Thompson, Fujitsu Services
Internal Distribution: (For Originator to distribute following approval)
External Distribution: (For Document Management to distribute following approval)
Approval Authorities:
Name Role See Dimensions for record
Dave Hulbert Post Office: Head of Systems
Operations
James Davidson Fujitsu Services
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CONTRACT CONTROLLED
FUJITSU
FUJITSU SERVICES
Application Support Service (Fourth Line):
Service Description Version: 4.0
Commercial in Confidence
FUJ00080125
FUJ00080125
Ref: SVM/SDM/SD/0005
Date: 24-Aug-2010
0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
I Reference
1.0 24/08/06 Agreed
Ll 15/08/08 Revisions made as a result of personnel changes
2.0 27/01/09 Document Approved
2.1 7/10/09 Updated to include off shore 4"* line service
3.0 29/10/2009 I Document Approved (went to review instead)
3.1 11/01/2010 I Updates following review
3.2 15/06/2010 I Updates following review
3.3 24/08/2010 I Updates following review
4.0 24/08/2010 I Approval version
0.2 Review Details
Review Comments by :
Review Comments to : Originator & Document Management
Mandatory Review
Post Office: Service Delivery Mark Weaver
Post Office: Commercial Liz Tuddenham
Fujitsu Services: Commercial Guy Wilkerson
Fujitsu Services: SI Peter Jobson
Fujitsu Services: SSC Steve Parker
Fujitsu Services : SI Graham Allen
Optional Review
Issued for Information — Please restrict this
distribution list to a minimum
Post Office: Contact Centre and IT Services Senior I Dave Hulbert
Service Delivery Manager
Fujitsu Services: Operations Director James Davidson
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FUJ00080125
FUJ00080125
FUNITSU Application Support Service (Fourth Line): Ref: SVM/SDM/SD/0005
J Service Description Version: 4.0
FUITTSU SERVICES Commercial in Confidence Date: 24-Aug-2010
0.3 Associated Documents
Reference Version I Date Title Source
SVM/SDM/SD/0004 Third Line Support Service: Service Dimensions
Description
CS/FSP/006 End to End Support Process — Dimensions
Operational Level Agreement
SVM/SDM/SD/0001 Service Desk Service: Service Dimensions
Description
CON/MGM/005 Post Office Ltd and Fujitsu Dimensions
Services Business Continuity
Interface Agreement
SVM/SDM/SD/0007 Service Management Service: Service I Dimensions
Description
SVM/SDM/SD/0006 Systems Management Service: Service I Dimensions
Description
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
N.B. Printed or locally stored versions of this document are not under change control.
0.4 Abbreviations/Definitions
Abbreviation
Definition
Release Authorisation
Process
means the process defined in Annex A (Release Management Service)
of the CCD entitled: “Service Management Se.
Description” (SVM/SDM/SD/0007)
rvice, Service
0.5 Changes in this Version
Version
Changes
0.6 Changes Expected
Changes
Expected changes should the HNG-X design or solution require amendment to the service provided by
Fujitsu Services.
©Copyright Fujitsu Services Ltd 2010
(Commercial In Confidence)
CONTRACT CONTROLLED
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FUNITSU Application Support Service (Fourth Line): Ref: SVM/SDM/SD/0005
J Service Description Version: 4.0
PUUITSO SERVICES Commercial in Confidence Date: 24-Aug-2010
0.7 Table of Contents
1.0 SERVICE SUMMARY
2.0 HNG-X
1 SERVICE DEFINITION
Software Support
SERVICE AVAILABILITY
General Principles.
Service Level Relief.
Rectification Plan
Service Levels for which Liquidated Damages Do Not Apply.
Operational Level Targets
Performance Metri
Design Targets ...
2.9.2 Major Business Continuity Incident (MBCI) management process
2.10 DOCUMENTATION SET SUPPORTING THE SERVICE...
NG-X APPLICATION ROLL OUT — TRANSITIONAL PERIO)
1 SERVICE DEFINITION.
3.2 SERVICE AVAILABILITY ..
3.2.1 See section 2.2 of this Application Support Service (Fourth Line), Service Description.
3.3 SERVICE LE AND REMEDII
SERVICE LIMITS AND VOLUMETRICS
R OPERATIONAL
3.8 Post OFFICE DEPENDENCIES AND RESPONSIBILITIES
BUSINESS CONTINUITY
4.
i>
PRE HNG-X APPLICATION ROLL OUT
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J Service Description Version: 4.0
PUUITSO SERVICES Commercial in Confidence Date: 24-Aug-2010
42
43
44
4.5
4.6
AT DEPENDENCIE D
4.8 POST OFFICE DEPENDENCIES AND RESPONSIBILITIES
49 Bus CONTINUITY . ve
4.10 DOCUMENTATION SET SUPPORTING THE SERVICE .......000...
5.0 ANNEX A: PROGRAMME SUPPORT.
HNG-X
Service Summary.
TION ROLL OUT — TRANSITIONAL PERIOD
3 PRE HNG-X APPLICATION ROLL OUT
Service Definiti soseeseeneneeee
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FUJ00080125
}J00080125
9. Application Support Service (Fourth Line): Ref: SVM/SDM/SD/0005
FUNITSU pp PP ( )
FUJITSU SERVICES
Service Description Version: 4.0
Commercial in Confidence Date: 24-Aug-2010
1.0
14.
1.2.
2.0
2.1
Service Summary
The Application Support Service (Fourth Line) provides:
(a) application support in terms of Software fixes to the Business Capabilities and
Support Facilities using appropriately trained operational staff;
(b) investigation and resolution of new Software Incidents within the Branch
Infrastructure and HNG-X Central Infrastructure environments which cannot be
otherwise resolved either due to technical or resource limitations by the Third
Line Support Service. The initial investigation and resolution of known Software
Incidents, which is classed as "first line", "second line" and "third line" support
respectively, is described in the Contract Controlled Documents (CCDs) entitled
“Service Desk Service: Service Description” (SVM/SDM/SD/0001), “Systems
Management Service, Service Description” (SVM/SDM/SD/0006), “Third Line
Support Service, Service Description” (SVM/SDM/SD/0004); and
(c) Programme support, the detail of which is set out in Annex A to this
Applications Support Service (Fourth Line) Service Description.
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 the
Application Support Service (Fourth Line) in respect of Configured POL FS or the
SAP Loading Applications.
HNG-X
Service Definition
Software Support
The Application Support Service (Fourth Line) will provide Software support by:
(a) receiving from the Third Line Support Service, Software related Incidents which
cannot be resolved by the Third Line Support Service. Such Incidents will have
been originally logged by the Service Desk following a call from a Branch, or
having been logged by the Systems Management Service, the Central Network
Service or the Data Centre Operations Service;
(b) identifying a “known error” following receipt of the Incident from the Third Line
Support Service, where this information will be communicated to the Third Line
Support Service and the appropriate Known Error Log (KEL) will be updated
and the information disseminated to the Service Desk to enable the resolution of
similar Incidents;
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FUNITSU Application Support Service (Fourth Line): Ref: SVM/SDM/SD/0005
Service Description Version: 4.0
PUUITSO SERVICES Commercial in Confidence Date: 24-Aug-2010
2.2
(c) ensuring the internal Fujitsu Services Incident management systems are updated
with the Incident resolution details prior to return to the Third Line Support
Service together with the method of recreation of the problem;
(d) ensuring that the Third Line Support Service is made aware of the symptoms
which generate an Incident. This will be documented by the Application Support
Service (Fourth Line) and be available to both the Service Desk and the Systems
Management Service;
(e) ensuring that any resolutions or workarounds which are returned to the Third
Line Support Service have been tested (including regression testing) and have
been correctly authorised in accordance with the Release Authorisation Process;
(f) providing the Third Line Support Service with documentation and source code
relating to new Releases in sufficient time to enable the Third Line Support
Service to become familiar with the new product or service prior to its Release
into the Branch Infrastructure or HNG-X Central Infrastructure environments.
This documentation will be in the form of a “support guide” which is defined in
the Working Document entitled: “End to End Support Process — Operational
Level Agreement” (CS/FSP/006); and
(g) liaising with Fujitsu Services' subcontractors / suppliers, or Post Office's
suppliers, if the Parties consider it is appropriate, as and when an additional level
of Software support is required.
Service Availability
The Application Support Service (Fourth Line) is not directly available to Post Office. It is a
service internal to Fujitsu Services and is available between 09:00hrs to 17:30hrs Monday to
Friday. The Application Support Service (Fourth Line) will provide an out of hours service
when requested provided notification is given in advance ,the service out of hours will be on
a reasonable endeavours basis
2.3
2.3.1
Service Levels and Remedies
General Principles
This section is not applicable to the Application Support Service (Fourth Line).
2.3.2
Service Level Relief
This section is not applicable to the Application Support Service (Fourth Line).
2.3.3
Rectification Plan
This section is not applicable to the Application Support Service (Fourth Line).
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FUNITSU Application Support Service (Fourth Line): Ref: SVM/SDM/SD/0005
Service Description Version: 4.0
PUUITSO SERVICES Commercial in Confidence Date: 24-Aug-2010
2.3.4 Service Levels for which Liquidated Damages Apply
There are no specific SLTs for which liquidated damages apply that are linked directly with
the Application Support Service (Fourth Line). However, the attainment of SLTs for the
following Operational Services may be directly related to the successful provision of this
Application Support Service (Fourth Line) 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 Application Support Service (Fourth Line). However, the attainment of SLTs for the
following Operational Services may be directly related to the successful provision of this
Application Support Service (Fourth Line) should support be required:
(a) Data Centre Operations Service;
(b) Branch Network Service;
(c) Central Network Service;
(d) Service Desk Service; and
(e) Reconciliation Service.
2.3.6 Operational Level Targets
There are no OLTs associated with the Application Support Service (Fourth Line).
2.3.7. Performance Metrics
There are no performance metrics associated with the Application Support Service (Fourth
Line).
2.3.8 Design Targets
There are no design targets associated with the Application Support Service (Fourth Line).
2.4 Service Limits and Volumetrics
There are no service limits and volumetrics associated with the Application Support Service
(Fourth Line).
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FUJ00080125
FUNITSU Application Support Service (Fourth Line): Ref: SVM/SDM/SD/0005
Service Description Version: 4.0
PUUITSO SERVICES Commercial in Confidence Date: 24-Aug-2010
2.5 Assets and Licences
2.5.1 Assets
There are no assets associated with the Application Support Service (Fourth Line).
2.5.2 Licences
There are no licenses associated with the Application Support Service (Fourth Line).
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
There are no Operational Variable Charges applicable to the Application Support Service
(Fourth Line).
2.6.3 Additional Operational Variable Charges
There are no additional Operational Variable Charges applicable to the Application Support
Service (Fourth Line).
2.7. Dependencies and Interfaces with other Operational
Services
Any changes agreed between Post Office and Fujitsu Services to the scope or availability of
the Application Support Service (Fourth Line) and/or any of the other Operational Services
will be agreed in accordance with the Change Control Procedure. This section describes the
interfaces with the other Operational Services as at the Amendment Date, as follows:
2.7.1. Third Line Support Service
The Third Line Support Service works closely with the Applications Support Service (Fourth
Line) to provide bug fixes to enable the resolution of Software Incidents.
2.8 Post Office Dependencies and Responsibilities
Except for the generic responsibilities which shall apply as set out in Schedule AS of the
Agreement, there are no Post Office dependencies and responsibilities associated with the
Application Support Service (Fourth Line).
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FUJ00080125
FUNITSU Application Support Service (Fourth Line): Ref: SVM/SDM/SD/0005
Service Description Version: 4.0
PUUITSO SERVICES Commercial in Confidence Date: 24-Aug-2010
2.9 Business Continuity
2.9.1 Fujitsu Services Responsibility
Fujitsu Services is responsible for maintaining business continuity arrangements for the
Application Support Service (Fourth Line) and sharing this information with Post Office, as
requested.
2.9.2 Major Business Continuity Incident (MBCI) management process
Fujitsu Services and Post Office Business Continuity Managers, will agree a plan of action in
accordance with the Major Business Continuity Incident (MBCI) management process as set
out in the Working Document entitled: “Post Office Ltd and Fujitsu Services Business
Continuity Interface Agreement” (CON/MGM/005).
2.10 Documentation Set Supporting the Service
See the associated documents set out at section 0.3 of this Application Support Service
(Fourth Line) Service Description.
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FUJ00080125
FUNITSU Application Support Service (Fourth Line): Ref: ~SVM/SDM/SD/0005
Service Description Version: 4.0
PUUITSO SERVICES Commercial in Confidence Date: 24-Aug-2010
3.0 HNG-X Application Roll Out — Transitional Period
3.1 Service Definition
3.1.1. See section 2.1 of this Application Support Service (Fourth Line), Service
Description.
3.2 Service Availability
3.2.1 See section 2.2 of this Application Support Service (Fourth Line), Service
Description.
3.3. Service Levels and Remedies
See section 2.3 of this Application Support Service (Fourth Line), Service Description.
3.4 Service Limits and Volumetrics
See section 2.4 of this Application Support Service (Fourth Line), Service Description.
3.5 Assets and Licences
See section 2.5 of this Application Support Service (Fourth Line), Service Description.
3.6 Charges
See section 2.6 of this Application Support Service (Fourth Line), Service Description.
3.7 Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Application Support Service (Fourth Line), Service Description.
3.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Application Support Service (Fourth Line), Service Description.
3.9 Business Continuity
See section 2.9 of this Application Support Service (Fourth Line), Service Description.
3.10 Associated Documentation
See section 2.10 of this Application Support Service (Fourth Line), Service Description.
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FUNITSU Application Support Service (Fourth Line): Ref: ~SVM/SDM/SD/0005
Service Description Version: 4.0
PUUITSO SERVICES Commercial in Confidence Date: 24-Aug-2010
4.0 Pre HNG-X Application Roll Out
4.1 Service Definition
See section 2.1 of this Application Support Service (Fourth Line), Service Description.
4.2 Service Availability
See section 2.2 of this Application Support Service (Fourth Line), Service Description.
4.3. Service Levels and Remedies
See section 2.3 of this Application Support Service (Fourth Line), Service Description.
4.4 Service Limits and Volumetrics
See section 2.4 of this Application Support Service (Fourth Line), Service Description.
4.5 Assets and Licences
See section 2.5 of this Application Support Service (Fourth Line), Service Description.
4.6 Charges
See section 2.6 of this Application Support Service (Fourth Line), Service Description.
4.7 Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Application Support Service (Fourth Line), Service Description.
4.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Application Support Service (Fourth Line), Service Description.
4.9 Business Continuity
See section 2.9 of this Application Support Service (Fourth Line), Service Description.
4.10 Documentation Set Supporting the Service
See section 2.10 of this Application Support Service (Fourth Line), Service Description.
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oO. Application Si t Service (Fourth Line): Ref: SVM/SDM/SD/0005
pplication Support Service (Fourth Line):
FUJITSU Service Description Version: 4.0
FUITTSU SERVICES Commercial in Confidence Date: 24-Aug-2010
5.0 Annex A: Programme Support
5.1 HNG-X
5.1.1 Service Summary
Fujitsu Services shall provide the following elements of programme support which form part
of the Application Support Service (Fourth Line):
5.1.1.1 Software configuration management
5.1.1.2 document management;
5.1.1.3 development management;
5.1.1.4 testing of Application Support Service (Fourth Line) bug fixes prior to Release
distribution into the live estate, (including management, design, validation and
integration);
5.1.1.5 the management of updates to Fujitsu Services’ third party products including the
procurement of third party Hardware and Software maintenance for the HNG-X
Service Infrastructure;
5.1.1.6 the management of Fujitsu Services' internal Hardware and Software requirements;
and
5.1.1.7 Release distribution support.
5.1.2 Service Definition
5.1.2.1 Software Configuration Management
The Application Support Service (Fourth Line) will ensure Software configuration
management is completed in accordance with ITIL best practice.
(a) the ordering of Work Packages and Work Orders in accordance with paragraphs
4 and 5 of Schedule D2.
5.1.2.2, Document Management
The Application Support Service (Fourth Line) will ensure all Fujitsu Services
documentation, (and Post Office originated documentation where this documentation
is jointly reviewed by both Post Office and Fujitsu Services), is:
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FUNITSU Application Support Service (Fourth Line): Ref: SVM/SDM/SD/0005
Service Description Version: 4.0
PUUITSO SERVICES Commercial in Confidence Date: 24-Aug-2010
5.1.2.3
5.1.24
5.1.2.5
5.1.2.6
5.1.2.7
5.1.2.8
(a) managed in accordance with the joint Post Office and Fujitsu Services document
management procedure;
(b) reviewed by the applicable parties, as required (but at least once annually); and
(c) version controlled in accordance with the Parties’ document management
standards and naming conventions.
Requirements Analysis and Architecture (until 1 April 2010)
The Application Support Service (Fourth Line) will, until 1 April 2010, complete the
appropriate requirements analysis and architecture analysis in respect of the Systems
Management Service, Security Management Service, Branch and Central Network
Services, HNG-X Service Infrastructure and BCSF Service.
Development Management
The Application Support Service (Fourth Line) will provide an appropriate level of
development management and support for the HNG Service and for any Releases.
Testing
The Application Support Service (Fourth Line) will ensure the appropriate level of
testing in relation to Application Support Service (Fourth Line) generated bug fixes
is completed to include the testing of the design, integration and final validation of
any Software updates applied to the HNG-X Service Infrastructure.
Management of Third Party Products
The Application Support Service (Fourth Line) will manage the procurement of the
appropriate Fujitsu Services’ third party Hardware and Software updates which will
include both third party Hardware and Software maintenance for the HNG-X Service
Infrastructure.
Management of Fujitsu Services Development Hardware and Software
The Application Support Service (Fourth Line) will manage the internal Fujitsu
Services Hardware and Software maintenance for the development requirements,
architecture, systems design and programme office environments.
Release Distribution Support
The Application Support Service (Fourth Line) will provide support by way of bug
fixes for all Releases during Release distribution by the Release Management
Service as described in Annex A of the CCD entitled "Service Management Service,
Service Description" (SVM/SDM/SD/0007).
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FUJ00080125
FUNITSU Application Support Service (Fourth Line): Ref: SVM/SDM/SD/0005
Service Description Version: 4.0
PUUITSO SERVICES Commercial in Confidence Date: 24-Aug-2010
5.2. HNG-X Application Roll Out — Transitional Period
5.2.1 Service Definition
5.2.1.1 See section 5.1.2 of this Annex A, save for the following:
(a) — section 5.1.2.8 which will be replaced by:
i. the Application Support Service (Fourth Line) will manage the
procurement of the appropriate Fujitsu Services third party Hardware and
Software updates including both third party Hardware and Software
maintenance for the HNG-X Service Infrastructure, including any
Software provided by Escher.
5.3. Pre HNG-X Application Roll Out
5.3.1 Service Definition
See section 5.2.1 of this Annex A to this Application Support Service (Fourth Line) Service
Description.
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