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Document Title: Application Support Service (Fourth Line): Service Description
Document Reference: SVM/SDM/SD/0005
Release: Not Applicable
Abstract: Service description of the Application Support Service (Fourth Line)
provided under contract to Post Office
Document Status: APPROVED
Author & Dept: Mukesh Mehta, Fujitsu Services
External Distribution: For RMGA Document to distribute following approval)
Security Risk YES security risk has been considered, see section 0.9 for details.
Assessment Confirmed
Steve Beddoe Post Office: Senior IT Services See Dimensions for record
Manager
Nana Parry Fujitsu Services: POA Business See Dimensions for record
& Application Services Lead
See RMG BU Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on who should approve.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
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.
0.8 Accuracy.
0.9 Security
isk Assessmen'
SERVICE SUMMARY.
The Application Support Service (Fourth Line) provides:
2.2. Service Availability.
2.3. Service Levels and Remedies.
2.3.1 General Principles...
2.3.2 Service Level Relief.
2.3.3 Rectification Plan..
2.3.4 Service Levels for which Liquidated Damages Apply.
2.3.5 Service Levels for which Limited Damages Do Not Appl
2.3.6 Operational Level Targets...
2.3.7 Performance Metrics.
2.3.8 Design Targets.....
2.4 Service Limits and Volumetrics.
2.5 Assets and Licences.
2.5.1 Assets.
2.5.2 Licence:
2.6 Charges...
2.6.1 Operational Fixed Charg
2.6.2 Operational Variable Charge.
2.6.3. Additional Operational Variable Charges.
2.7 Dependencies and Interfaces with other Operational
2.7.1 Third Line Support Service....
2.8 Post Office Dependencies and Respon:
2.9 Business Continuity..
2.9.1 Fujitsu Services Responsibility...
2.9.2 Major Business Continuity Incident (MBCI) management process..
2.10 Documentation Set Supporting the Service....
ANNEX A: PROGRAMME SUPPORT.
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A1 HNG-X........
A1.1 Service Summai
A111 Software configuration management.
A.1.1.2 document management;
A.1.1.3 development management
A.1.1.4 testing of Application Support Service (Fourth Line) bug
distribution into the live estate, (including management, design, validation and integration);.... 11
A.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,........ .
A1.1.6 the management of Fujitsu Services" internal Hardware and Software requirements:
and 1
AA.1.7 Release distribution support.
A.1.2 Service Definition.
AA1.2.1.1 Software Configuration Management
A.1.2.1.2 Document Management...
2.1.3 Development Management.
2.1.4 Testing..
A. 1.2.1.5 Management of Third Party Products.
2.1.6 Management of Fujitsu Services Development Hardware and Software.
1. 2.1.7 Release Distribution Support.
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0.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change
— CP/PEAK/PPRR
Reference
1.0 24/08/06 Agreed
14 15/08/08 Revisions made as a result of personnel changes
2.0 27/01/09 Document Approved
24 7/10/09 Updated to include off shore 4" line service
3.0 29/10/2009 Document Approved (went to review instead)
3.1 11/01/2010 Updates following review
3.2 15/06/2010 Updates following review
3.3 24/08/2010 Updates following review
4.0 24/08/2010 I Approval version
44 25/10/2010 Updated to include POLSAP. CCN1270
4.2 09/11/2010 Updated to remove all HNG-X rollout & pre-rollout
requirements
43 11/03/2013 Updates following regular review
44 22/03/2013 Updated following comments from commercial CCN1332a
manager
5.0 13-Sep-2013 I Approval version
0.3 Review Details
See RMG BU Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on completing the lists below. You
may include additional reviewers if necessary, but you should generally not exclude any of the mandatory
reviewers shown in the matrix for the document type you are authoring.
Review Comments by:
Review Comments to:
PostOfficeAccountDocumentManagemen:
If preferred you can delete the following Mandatory and Optional reviewer tables and paste in the appropriate list
copied from RMB BU Reviewers/Approvers Matrix (PGM/DCM/ONY/0001).
Post Office: Service Delivery Scott Somerside; David H Wright
Post Office: Commercial Liz Tuddenham
Fujitsu Services: Commercial Tim Healy
Fujitsu Services — BAS Nana Parry
Fujitsu Services — HNS Peter Thompson
Fujitsu Services - EUS Mark Gordon
Fujitsu Services: SSC Steve Parker
Fujitsu Services : AMO. Keith Tarran
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Optional Review
Role Name
(*) = Reviewers that returned comments
Issued for Information — Please restrict this
distribution list to a minimum
Position/Role Name
Post Office: Contact Centre and IT Services Steve Beddoe
Senior Service Delivery Manager
Fujitsu Services: Delivery Executive James Davidson
0.4 Associated Documents (Internal & External)
References should normally refer to the latest approved version in Dimensions; only refer to a
specific version if necessary.
Reference Version Date Title Source
PGM/DCM/TEM/0001 I See note RMGA BU Generic Document Dimensions
(DO NOT REMOVE) I above Template
PGM/DCM/ION/0001 RMG BU Document Dimensions
(DO NOT REMOVE) Reviewers/Approvers Role Matrix
CON/MGM/005 Post Office Ltd and Fujitsu ServicesI pycs
Business Continuity Interface
(BP/DOC/021) Agreement
SVM/SDM/OLA/0017 Operational Level Agreement for I Dimensions
Application 4" line support of
HNGX
PGM/DCM/PRO/000 HNG-X Document Control Process I Dimensions
1
SVM/SDM/POL/0012 Royal Mail Group Security Design & I Dimensions
Testing Policy ($18)
SVM/SDM/SD/0001 Service Desk Service: Service Dimensions
Description
SVM/SDM/SD/0004 Third Line Support Service: Service Dimensions
Description
SVM/SDM/SD/0006 Systems Management Service: Dimensions
Service Description
SVM/SDM/SD/0007 Service Management Service: Dimensions
Service Description
SVM/SDM/SD/0872 POLSAP Service Joint Working Dimensions
Document
SVM/SDM/SIP/0001 HNG-X Business Continuity Dimensions
Framework
0.5 Abbreviations
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Abbreviation Definition
Release Authorisation means the process defined in Annex A (Release Management Service) of the CCD
Process entitled: “Service Management Service, Service Description” (SVM/SDM/SD/0007)
0.6 Glossary
Term Definition
0.7 Changes Expected
Changes
Expected changes should the HNG-X design or solution require amendment to the service provided by Fujitsu
Services.
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.9 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to this
document.
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1. Service Summary
1.1 The Application Support Service (Fourth Line) provides:
The Application Support Service (Fourth Line) provides:
(a) application support in terms of Software fixes to the Business Capabilities and Support
Facilities using appropriately trained operational staff;
(b) investigation and resolution of new Software Incidents within the Branch Infrastructure 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
(Cc) Programme support, the detail of which is set out in Annex A to this Applications Support
Service (Fourth Line) Service Description.
(d) POLSAP Support, the detail of which is set out in SVM/SDM/SD/0872
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 the Application Support Service (Fourth Line) in
respect of Configured POL FS or the SAP Loading Applications.
2 HNG-X
2.1 Service Definition
2.1.1 Software Support
The Application Support Service (Fourth Line) will provide Software support by:
(a) receiving from the Third Line Support Service, Software related Incidents which cannot be
resolved by the Third Line Support Service. Such Incidents will have been originally logged
by the Service Desk following a call from a Branch, or having been logged by the Systems
Management Service, the Central Network Service or the Data Centre Operations Service;
(b) identifying a “known error” following receipt of the Incident from the Third Line Support
Service, where this information will be communicated to the Third Line Support Service
and the appropriate Known Error Log (KEL) will be updated and the information
disseminated to the Service Desk to enable the resolution of similar Incidents;
(c) ensuring the internal Fujitsu Services Incident management systems are updated with the
Incident resolution details prior to return to the Third Line Support Service together with the
method of recreation of the problem;
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(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: “Operational Level
Agreement for Application 4" line support of HNGX” (SVM/SDM/OLA/0017) 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.
(h) Deliver secure coding training on an annual basis.
(i
G
Maintain the secure guidelines on an annual basis
Maintain the secure coding template on an annual basis
2.2 Service Availability
The Application Support Service (Fourth Line) is not directly available to Post Office. It is a service
internal to Fujitsu Services and is available between 09:00hrs to 17:30hrs Monday to Friday. The
Application Support Service (Fourth Line) will provide an out of hours service when requested provided
notification is given in advance ,the service out of hours will be on a reasonable endeavours basis
2.3 Service Levels and Remedies
2.3.1. General Principles
This section is not applicable to the Application Support Service (Fourth Line).
2.3.2 Service Level Relief
This section is not applicable to the Application Support Service (Fourth Line).
2.3.3. Rectification Plan
This section is not applicable to the Application Support Service (Fourth Line).
2.3.4 Service Levels for which Liquidated Damages Apply
There are no specific SLTs for which liquidated damages apply that are linked directly with the
Application Support Service (Fourth Line). 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;
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(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).
2.5 Assets and Licences
2.5.1 Assets
There are no assets associated with the Application Support Service (Fourth Line).
2.5.2 Licences
There are licenses associated with the Application Support Service (Fourth Line) e.g. ConnectDirect,
JScape, etc. These will be renewed as required by the Service Delivery Manager.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
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2.6.2 Operational Variable Charge
There are no Operational Variable Charges applicable to the Application Support Service (Fourth Line).
2.6.3 Additional Operational Variable Charges
There are no additional Operational Variable Charges applicable to the Application Support Service
(Fourth Line).
2.7 Dependencies and Interfaces with other Operational
Services
Any changes agreed between Post Office and Fujitsu Services to the scope or availability of the
Application Support Service (Fourth Line) and/or any of the other Operational Services will be agreed in
accordance with the Change Control Procedure. This section describes the interfaces with the other
Operational Services as at the Amendment Date, as follows:
2.7.1 Third Line Support Service
The Third Line Support Service works closely with the Applications Support Service (Fourth Line) to
provide bug fixes to enable the resolution of Software Incidents.
2.8 Post Office Dependencies and Responsibilities
Except for the generic responsibilities which shall apply as set out in Schedule A5 of the Agreement,
there are no Post Office dependencies and responsibilities associated with the Application Support
Service (Fourth Line).
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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Annex A: Programme Support
A.1 HNG-X
A141 Service Summary
Fujitsu Services shall provide the following elements of programme support which form part of the
Application Support Service (Fourth Line):
A.1.1.1 Software configuration management
AA1.2 document management;
A1.1.3 development management;
A1.1.4 testing of Application Support Service (Fourth Line) bug fixes prior to Release
distribution into the live estate, (including management, design, validation and
integration);
A115 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;
A1.1.6 the management of Fujitsu Services’ internal Hardware and Software requirements; and
A.1.1.7 Release distribution support.
A1.2 Service Definition
AA.244 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.
AA.24.2 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:
(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
(Cc) version controlled in accordance with the Parties' document management standards and
naming conventions.
A1.2.1.3 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.
A1.2.1.4 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
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include the testing of the design, integration and final validation of any Software updates
applied to the HNG-X Service Infrastructure.
AA215 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.
A1.21.6 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.
AA.21.7 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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