FUJ00080379
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(oe) Application Support Service (Fourth Line): Service Description
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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 POA Document to distribute following approval
Security Risk YES security risk has been considered, see section 0.9 for details.
Assessment Confirmed
Andy Garner Post Office: Head of IT Service, See Dimensions for record
FS, Sales & Network
Steve Bansal Fujitsu Services: POA Business See Dimensions for record
& Application Services Lead
See POA 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. 2
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 Security Risk Assessmen
1 SERVICE SUMMARY.
1.1. The Application Support Service (Fourth Line) provide:
2
2.1 Service Definition...
2.1.1 Software Suppot
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 Liquidated Damages Do Not Appl
2.3.6 Operational Level Target:
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 Charge:
2.6.1 Operati ix gi
2.6.2 Operational Variable Charge.
2.6.3. Additional Operational Variable Charges.
2.7. Dependencies and Interfaces with other Operational Services.
2.7.1 Third Line Support Service.
2.8 Post Office Dependencies ani
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...
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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
54 25-Feb-2014 I TSS CCN (1400) requires that we remove all scope ‘CCN1400
relating to the POLSAP Services as a new document
SVM/SDM/SD/2306 covers it.
5.2 13-Mar-2014 I Summary of changes in 5.1 added above. CCN1400
6.0 43-Mar-2014 I Approval version ‘CCN1400
61 10-July_2014 I Removal of references to Service Desk and other CCN1409
surplus text
6.2 01-Oct-2014 Minor revisions following internal review: remove CCN1409
Accuracy Statement and Service Desk SD reference;
add CCN ref.
7.0 29-Nov-2016 I Approval version
0.3 Review Details
See POA 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: Mukesh. Mehta”
PostOfficeAccot
If preferred you can delete the following Mandatory and Optional reviewer tables and paste in the appropriate list
copied from POA Reviewers/Approvers Matrix (PGM/DCM/ION/0001)
Mandatory Review
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Role
Name
Post Office: Service Delivery
Scott Somerside; David H Wright
Post Office: Senior Commercial Manager
Liz Tuddenham
Fujitsu Services: Senior Commercial Manager
Sarah Guest
Fujitsu Services - BAS
Steve Bansal
Fujitsu Services — MIS
Alex Kemp
Fujitsu Services: SSC
Steve Parker; SSC Duty Manager
Fujitsu Services : AMO Keith Tarran
Optional Review
Role Name
Post Office Commercial Manager Sue Stewart
Fujitsu Services Commercial Manager
Adrian McMahon Stone
Fujitsu Services MIS Manager
Mark L Jones
(*) = Reviewers that returned comments
Position/Role
Issued for Information — Please restrict this
distribution list to a minimum
Name
Post Office: Contact Centre and IT Services
Senior Service Delivery Manager
Steve Beddoe
Fujitsu Services: Delivery Executive
Peter Thompson
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 POA Generic Document Template Dimensions
(DO NOT REMOVE) I above
PGM/DCM/ION/0001 POA Document Reviewers/Approvers I Dimensions
(DO NOT REMOVE) Role Matrix
CON/MGM/005 Post Office Ltd and Fujitsu Services I pycg
(8P/DOC/021) Business Continuity Interface
greement
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/0004 Third Line Support Service: Service Dimensions
Description
SVM/SDM/SD/0006 Systems Management Service: Dimensions
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Service Description
SVM/SDM/SD/0007 Service Management Service: Dimensions
Service Description
SVM/SDM/SIP/0001 HNG-X Business Continuity Dimensions
Framework
0.5 Abbreviations
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 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.
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;
(Cc) 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: “Operational Level
Agreement for Application 4" line support of HNGX” (SVM/SDM/OLA/0017);
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(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) delivering secure coding training on an annual basis;
(i) maintaining the secure guidelines on an annual basis; and
(j) maintaining 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).
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
There are no specific SLTs for which liquidated damages apply that are linked directly with the
Application Support Service (Fourth Line).
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).
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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.
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).
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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 0.4 of this Application Support Service (Fourth Line)
Service Description.
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