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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Branch Network Service Description
Service Description —- Contract Controlled Document
Release Independent
Describes the Branch Network Service
APPROVED
Roger Stearn, Fujitsu Services: Networks Service Delivery
Manager
N/A
As approver list
Name
Steve Beddoe
Role Signature Date
POL Senior Service Delivery
Manager
Alex Kemp
Fujitsu POA Senior
Operations Manager
Note: See Post Office Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ION/0001) for guidance.
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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...
1 SERVICE SUMMARY.
2
24
2.1.1
2.1.2 Major Business Continuity Incidents.
2.1.3 Operational Change (MSCs).
2.1.4 Service Management...
2.2 Service Availability.....
2.3 Service Levels and Remedies. 10
2.3.1 General Principles 10
2.3.2 Service Level Relief. 10
2.3.3 Branch and Counter Availability SLTs. 10
2.3.4 Rectification Plan..............cccee :
2.3.5 Service Levels for which Liquidated Damages Apply.
2.3.6 Service Levels for which Liquidated Damages Do Not Appl
2.3.7 Operational Level Targets.
2.3.8 Performance Metrics.
2.3.9 Design Targets.....
2.4 Service Limits and Volumetrics.
2.4.1 Backup Network Capacit
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 Charge.
2.7 Dependencies and Interfaces with Other
2.8 Post Office Dependencies and Responsibili
2.9 Business Continuity..
2.9.1 Maintaining Contact with the HNG-X Central Infrastructure.
2.10 Documentation Set Supporting the Service...
3 APPENDIX A —- BRANCH & COUNTER AVAILABILITY SLT MATRIX..........000+8 20
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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 31/08/06 Agreed
14 22/11/06 Amendment to tables 4 and 8, to describe the revised Branch I CP4298
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
12 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.
22 21/12/07 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 Mode!
23 Updated with reviewed comments
3.0 10/06/09 Issued for Approval
3.01 23/06/09 Updated with additional comments
3.02 23/06/09 Issued for Approval.
3.03 25/09/09 Revised in response to review comments from Jan Ambrose.
34 12/01/10 General updating, for review.
4.0 04/03/10 Approval version
4A 24/09/13 Reviewed
General review, including: clarification that British Forces
supplied circuits are not part of the WAN service, use of MSC for
operational change, consistency in details for logging incidents
and a general tidy up.,
Updated associated documents and references and re-ordered
and a general tidy up.
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Specific review against CCN1311b
Migration) ~ NO changes needed
Specific review against CCN1308b (POMS):
Specific review against CT718a_(NTE2000 Faceplates) - NO
changes needed
(Hull (Kingston) ADSL
Deleted time-expired sections 4 and 5 (pre-HNG-X services)
42 16/10/2013 Incorporated internal review comments into v4.1
43 29-Oct-2013 __I Alex Kemp incorporated further comments from Jan Ambrose
44 12-Nov-2013 Changes for clarity and consistency in 2.3.5.1.5 table 3 following
further internal review comments.
5.0 25-Nov-2013 I Approval version
0.3 Review Details
Review Comments by
Review Comments to
Mandatory Review
Role
Roger. Stearrt
“7 & PostOfficeAccountDocumentManagementt
Name
Senior Operations Manager
Alex Kemp
Commercial Manager
Sarah Guest
POL Senior Commercial Manager
Management)
Liz Tuddenham (POL, via Post Office Account Document
‘SSC (for Configuration Management)
Steve Parker; sscim@_ GRO
Service Transition & Change Tony Atkinson
Operational Change/Release Management Alan Flack
Service Governance Manager Adam Bowe
Service Architect
Role
Steve Godson
Name
Optional Review
Commercial Manager
Adrian McMahon Stone
POL Commercial Manager Sue Stewart (POL, via Post Office Account Document
Management)
Security Architect Dave Haywood
Application Development Manager Keith Tarran
Business Continuity Sathish Ramalingam
Systems Mgt & Global Cloud Catherine Obeng
Infrastructure Operations Manager Andrew Hemingway
Quality and Compliance Bill Membery
Application Lead SDM and Risk Manager Yannis Symvoulidis
Operational Security Kumudu Amaratunga
Document Manager Matthew Lenton
Lead SDM Problem & Major Incident Steve Bansal
MI Systems Lead Mark Jones
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Information Analyst
Jan Ambrose
POA Head of Business & Application Services
Nana Parry
POA Head of End User Services
Leighton Machin
POL Senior Service Delivery Manager
Position/Role
Issued for Information — Please restrict this distribution
list to a minimum
Steve Beddoe (POL, via Post Office Account Document
Management)
Name
(*) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PA/PERIO33 HNG-X Capacity Management and I Dimensions
Business Volumes
PemmocwTeMio001 — I 1.0 13/6/06 Fujitsu Services Post Office Account HNG-I Dimensions
XD t Templat
(DO NOT REMOVE) jocument Template
SVM/SDM/PLA/0001 HNG-X Support Service Business I Dimensions
Continuity Plan — Joint Working Document
SVM/SDM/PLA/0002 HNG-X Services Business Continuity Plan I Dimensions
SVM/SDM/PRO/0001 Major Incident Procedure Dimensions
SVM/SDM/PRO/0004 Definitions of Engineering Service Priority I Dimensions
and Local / Remote Locations
SVM/SDM/PRO/0006 Service Level Target & Liquidated Damages I Dimensions
Exclusions
SVM/SDM/PRO/O018 POA Incident Management Procedure Dimensions
SVM/SDM/SD/0007 Service Management Service: Service I Dimensions
Description
SVM/SDM/SD/0021 Third Party Management Service Dimensions
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Definition
2G 2 Generation Wireless (using GPRS/EDGE)
3G 3° Generation Wireless
ADSL Asynchronous Digital Subscriber Line
BFPO British Forces Post Office
BNR Branch Network Resilience
BNS Branch Network Service
8T British Telecom
CMT Communications Management Team
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EDGE Enhanced Rates for GSM Evolution
GPRS General Packet Radio Service
MBcI Major Business Continuity incident
Mcwe Maximum Counter Wait Period
Mis Management information Systems
Msc Fujitsu Services toolset for managing Operational Change
MTBF Mean Time Between Failure
ISDN Integrated Switched Digital Network
ogc Operational Business Change
POMS Post Office Managed Switch
PSTN Public Switched Telephone Network
T-AVE Average Transaction
WAN Wide Area Network
0.6 Glossary
ADSL Congestion Measure
Term Definitior
The proportion (expressed as a percentage) of the samples taken each day where the measured
available bandwidth is less than twice the Guaranteed Minimum ADSL Bandwidth (such sampling
and measurement to be carried out in accordance with section 4.3.2 of this Branch Network
Service, Service Description
Branch Availability SLT
The SLT relating to Branch availability referred to in section 2.3.5.1.1 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 2.3.3 of the Service
Description for the Branch Network Service.
Guaranteed Minimum ADSL
Bandwidth
11.5kbits/s for Branches using a 50:1 ADSL contention ratio and 28.8kbits/s for Branches using 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 Period
The period that an automated Counter Position shall wait for a corresponding NB Authorisation 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.
Post Office Critical Period
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 4.3.2.
VSAT
Satellite communications system
0.7 Changes Expected
Expected changes should the HNG-X design or solution require amendment to the service provided by Fujitsu Services.
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Changes expected as a result of the Transitional Support Services CCN1400 (TSS)
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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. This excludes BFPO where the
connection is provided by the local British Forces.; and
(b) The connection between the router and the telecommunications socket in the Branch.
(C) The connection between the POMS and the router 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 be equipped with a backup network based upon mobile communications via the
2G/3G router. The use of this backup resilient network will be dependent upon a 2G/3G 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
.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.
2.
1.2. Having identified an Incident, the Branch Network Service will check that a new call is raised via
the Service Desk that contains clear and concise information to enable the Incident to be assigned
according to its urgency and priority 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 I 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 "HNG-X Services Business Continuity Plan" (SVM/SDM/PLA/0002), 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 (MSCs)
2.1.3.1. The Branch Network Service will create and/or impact Manage Service Change (MSCs) 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
2.1.44 Continuous Service Improvement
Post Office and Fujitsu Services will, as part of ITIL service management best practice work together to
identify opportunities for elimination of duplicated effort and rationalisation of processes with the aim of
delivering improved efficiency and/or cost savings as referred to in section 1.4 of the CCD entitled
"Service Management Service, Service Description" (SVM/SDM/SD/0007).
2.1.4.2 Service Reporting
2.1.4.2.1. The Branch Network Service shall, as required, provide service reporting for distribution
to Post Office in accordance with the Service Management Service described in the CCD entitled:
“Service Management Service, Service Description” (SVM/SDM/SD/0007).
2.1.4.2.2. Where there is a failure in any of the communications services within a Branch, the
Branch Network Service shall participate, as required following agreement between the Parties, in
any daily or otherwise scheduled reporting and/or joint discussion in relation to resolving the failure.
2.1.4.2.3. The Branch Network Service shall provide daily service reporting to Post Office, which
details the status of the Branch Availability and Counter Availability both during the Post Office
Critical Periods and Post Office Core Day. Where possible, this availability metric will define whether
the Incident affecting the availability occurs within the Fujitsu Services or Post Office domain.
2.1.4.2.4. For Branch Availability and Counter Availability reporting, the Post Office Core Day is
Monday to Friday 08:00 to 18:00 and Saturday 08:00 to 13:00. The Post Office Critical Periods are
Monday, Tuesday and Thursday 09:00 to 12:30.
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);
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(d) monitoring the performance of the supplier;
(e) performing regular supplier reviews including service improvement initiatives;
(f) managing problems related to the supplier; and
(g) Managing changes related to the supplier.
2.2 Service Availability
2.2.1. The Branch Network Service is a service internal to Fujitsu Services and is available 24 hours
per day, every day of the year.
2.2.2. Post Office may contact the Branch Network Service 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 MSC 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 2.3.5 and 2.3.6 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;
« 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 2.3.5 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/PRO/0006), measurement against the SLTs or LDTs
described within sections 2.3.5.1.6 (Table 4), 2.3.5.1.7 (Table 5) and 2.3.6.1 (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 2.3.5.1.6 (Table 4) and the
Branch Network call to fix SLTs as defined within section 2.3.6.1 (Table 6) will exclude any
Incidents due to faults where the ADSL network technology is the sole Branch Telecom
Infrastructure, other than where Fujitsu Services’ Support Engineers are responsible for such
Incidents and 2G/3G 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 2.3.5.1.5 (Table 3)) or communicate with the HNG-X Central
Infrastructure. The Branch Availability metric is defined as the number of Branch hours available as a
proportion of the maximum number of Branch hours available based upon the Post Office Core Day and
the Post Office Critical Period. The reviewed Branch Availability metric will be reported monthly in
arrears although a raw figure will be produced on a weekly basis.
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 2.3.5.1.5 (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 reviewed Counter Availability metric will be reported monthly 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 and Branch Telecom Infrastructure faults logged via the Service
Desk, by the Branch and closed on the previous working day.
(b) The Branch Network Service will match this data against the Fujitsu Services view of the status
of each Branch and Counter Position. This will establish if the Branch or Counter Position
experienced an outage during the Post Office Core Day and Post Office Critical Period. Where
an Incident remains open for more than one (1) day, the total Downtime will be used to calculate
the Branch and Counter Availability SLTs.
(c) The total number of hours of Downtime is then calculated.
(d) Downtime will impact:
. Branch Availability - only where it is deemed that the whole Branch is unavailable. i.e.
an outage of four (4) hours would show four (4) hours of Branch unavailability; and
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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.
(b) Fujitsu Services will provide daily management information in respect of all Branches and
Counter Positions that are unavailable for whatever reason, even if caused by factors outside of
Fujitsu Services' control, e.g. power outages and agreed SLT exclusions, to assist Post Office in
managing Branch expectations and to direct the appropriate service management practices
within Fujitsu Services.
(c) 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 Counter Comments
Unavailable
Back Office Printer No No
Bar code reader No No Fallback available via screen /
keyboard
Branch Yes Yes — all in Branch I Where the Branch and/or counter
Telecommunications can still trade, these calls will be
excluded from Branch & Counter
Availability figures.
Includes central telecommunications
faults
Central Systems. Yes Yes — all in Branch I Where the Branch and/or counter
can still trade, these calls will be
excluded from Branch & Counter
Availability figures.
Excludes PAF as these
Transactions can be completed at
the counter using fallback
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Counter printer Yes - single I Yes -_ specific
counter counter_
Branches only
Hub No Yes -_ specific
counters attached
to the hub
Keyboard No No Fallback available via screen
Keyboard Card I Yes - single I Yes -_ specific I Where the counter can still trade,
Reader counter counter these calls will be excluded from
Branches only Branch & Counter Availability
figures
Monitor Yes - single I Yes - specific I Where there is a fallback (keyboard)
counter counter and the counter can still trade, these
Branches only calls will be excluded from Branch &
Counter Availability figures
PC Yes - _ single I Yes -_ specific I Where the counter can still trade,
counter counter these calls will be excluded from
Branches only Branch & Counter Availability
figures
PIN Pad Yes - single I Yes -_ specific
counter counter
Branches only
POMS No No
Router Yes Yes — all in Branch I Where the Branch and/or counter
can still trade, these calls will be
excluded from Branch & Counter
Availability figures.
2.3.5.1.6 Service Level Targets
Table 4
Description
Branch Availability during the Critical See matrix in
Period appendix A
Counter Availability during the Critical See matrix in
Period appendix A
Branch Availability during Post Office See matrix in
Core Day appendix A
Counter Availability during Post Office See matrix in
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.
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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).
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 2.3.5.1.7.
Counter Unavailability means, in respect of a Failure Event, either:
(b)
Ss
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.
(dd
Individual Counter Position Unavailability Period means the time for which an individual
Counter Position is Unavailable
(e) Network Counter Position Unavailability Period means the time the affected Counter
Positions are Unavailable
(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
2.3.5.1.7 (j)) multiplied by the average number of Counter Positions in use during the relevant
month. For the avoidance of doubt, at the end of each calendar month, any unused Monthly
Allowance shall expire and shall not be rolled over into the next month.
Unavailable means, in respect of a Counter Position, that it is not able to perform all
Transactions, or communicate with the HNG-X Central Infrastructure (and that an agreed
fallback condition as defined in section 2.3.5.1.5 (Table 3) does not apply) during a Post Office
Core Day.
s
(2) Subject to sections 2.3.5.1.7 (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.
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In such cases, the Monthly Allowance shall not be deducted from the Counter
Unavailability in respect of that Failure Event; and
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(ii) I Only £400,000 shall be counted towards the liquidated damages payable for that month in
respect of that Failure Event.
(4) For the avoidance of doubt, Unavailability is only counted once, so that for so long as a Counter
Position is rendered Unavailable by a Failure Event it shall not be counted in calculating the
number of Counter Positions affected by a second Failure Event.
(5) Liquidated damages will be reported, measured and agreed monthly and paid quarterly in
arrears.
(6) The Local Allowance element of the Monthly Allowance will be varied as follows:
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 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 £3.50
2010/2011 0.78 hours 1.46 hours 2.24 hours £3.50
2011/2012 0.78 hours 1.53 hours 2.31 hours £3.50
2012/2013 0.78 hours 1.59 hours 2.37 hours £3.50
2013/2014 0.78 hours 1.65 hours 2.43 hours £3.50
2014/2015 0.78 hours 1.71 hours 2.49 hours £3.50
2.3.6 Service Levels for which Liquidated Damages Do Not Apply
2.3.6.1 Branch Network Service: Time to Repair
2.3.6.1.1_ 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.
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2.3.6.1.2 Branch Network Service SLT performance is reported and measured within the SRB as
defined in the CCD entitled: “Service Management Service, Service Description”
(SVM/SDM/SD/0007).
2.3.6.1.3. 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).
2.3.6.1.4 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)
Local / Remote 95% 100%
resolved in I resolved in
less than 4I less than 6
hours hours
Priority A
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 2G/3G and ISDN secondary network shall support a percentage of the Transaction workload as set
out in the CCD entitled: “HNG-X 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
and the network technology mix within the Post Office estate, calculated as set out in Schedule D1
section 2.9 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.
2.7.4.5 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.
2.7.1.6 The Engineering Service
If the scope of the Engineering Service is changed, any alternative Service Provider would be required
to take over the Engineering Service's role in supporting the Branch Network Service.
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2.74.7 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.
2.7.14.41 The Management Information Service
The Management Information Service may request data to support MIS Reports delivered internally
within Fujitsu Services or to Post Office. If the scope of the Branch Network Service changed, the
Service Management Service may have to take over this role.
2.7.4.12 The Security Management Service
The Branch Network Service will support the Security Management Service in ensuring the appropriate
levels of security are met in respect of systems access. If the scope of the Branch Network Service
changed, the Third Line Support Service or the Systems Management Service might have to take over
this role.
2.8 Post Office Dependencies and Responsibilities
In addition to the generic responsibilities set out in Schedule 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).
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 2G/3G signal
being available, should the primary communications network be unavailable. There are no further
Business Continuity arrangements to ensure Branch Telecom Infrastructure connectivity.
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2.10 Documentation Set Supporting the Service
The document set listed in section 0.4 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 Appendix A —- Branch & Counter Availability SLT
Matrix
The embedded file is the matrix which is used to calculate the Branch & Counter Availability Targets.
fl
Availability SLT LOT
Model v6.2.xIs
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