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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
Service Description of the Branch Network Service provided under
contract to Post Office Ltd.
APPROVED
Chris Harrison, Fujitsu Services: Networks Service Delivery
Manager
As Reviewer / Approver lists
As Reviewer / Approver lists.
Name Role Signature Date
Dionne Harvey Post Office Ltd IT Contracts
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. 11
2.3.3 Rectification Plan.. 1
2.3.4 Definitions......... . 11
2.3.5 Service Levels for which Liquidated Damages Apply. 12
2.3.6 Service Levels for which Liquidated Damages Do Not Appl 14
2.3.7 Additional Reporting...
2.3.8 Operational Level Targets.
2.3.9 Performance Metrics.
2.3.10 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 I Operational Variable Charge....
2.6.3 Additional Operational Variable Charge.
2.7 Dependencies and Interfaces with Other Operational Service:
2.8 Post Office Dependen:
2.9 Business Continui'
2.9.1 Maintaining Contact wit
2.10 Documentation Set Supporting the Service...
3 APPENDIX A —- BRANCH & COUNTER AVAILABILITY SLT SPREADSHEET. 18
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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
44 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.
Specific review against CCN1311b (Hull (Kingston) ADSL
Migration) - NO changes needed
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Specific review against CCN1308 (POMS):
Specific review against CT718a_(NTE2000 Faceplates) - NO
changes needed
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 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 - Not Approved: 31-Dec-2014
4.5 and4.6 18-Dec-2013 Changes following comments from Post Office including:
For clarity in 2.3.3 and 2.3.6
Revised embedded document in Appendix A
47 26-Mar-2014 Updated to reflect CCN1400 CCN1400
Additions made to 0.7 (expected changes)
Section 1.7 added
Table 5 amended
Appendix A amended
60 09-May-2014 I Approval version (NB v5.0 was rejected, as above).
6.1 09 Mar 2015 Changes to reflect the Service Desk exit CCN1409a
Changes due to the termination of the Engineering Service CCN1423
Section 2.3 largely rewritten to improve clarity following the
simplification due to the termination of Engineering Services
6.2 09-Dec-2015 Changes following internal review.
63 19-Apr-2016 Updated to reflect CCN1501a (Network connectivity from I CCN1501a
Computacenter to Branch Network — Ongoing charges)
64 03-Mar-2017 Updated to reflect CCN1614a (Termination of the Branch I CCN1614a
Network Service and CMT Service to Branches using the VSAT
BB communications method)
65 01-06-2017 Updated to reflect CCN1621 (Extension of Branch Network I CCN1621
Service, CMT Service and Operational Business Change
(Branch Change) Service from 1* April 2017 until 31% March
2018)
66 04-Jul-2017 Section 2.1.1.1 added clarification on completion of transition to I CCN1621
Next Supplier for VSAT BB method.
70 24-Jul-2017 Approval version
7 27-Sep-2017 Updated to reflect CCN1624 (Support of Winnersh Ref Data I CCN1624
Counters).
80 05-Mar-2018 I Approval version CCN1624
0.3 Review Details
Review Comments by
Review Comments to
Mandatory Review
& PostOfficeAccountDocumentManagemen},
Role Name
Senior Operations Manager Alex Kemp
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Commercial Manager
Carol Dunford; Post Office Account Commercial Mailbox
‘SSC (for Configuration Management)
Steve Parker; sscdnt
Operational Change/Release Management
Alan Flack
POL IT Contracts Manager
GRO }
Dionne Harvey {
Atos Service Manager
(Atos, via Post Office
‘Anna Schofield {
Account Documeni
Service Architect
Role
Optional Review
Phil Boardman
Name
POL Vendor Management
Mark Nash ff
Account Doct
GRO
9
3] (POL, via Post Office
Commercial Manager
Krishna Topan; Post Office Account Commercial
Security Architect Dave Haywood
Application Development Manager Graham Allen
Business Continuity Almizan Khan
Systems Management Manager Jerry Acton
Infrastructure Operations Manager
Andrew Hemingway
Quality and Compliance
Bill Membery
Application Lead SDM, Risk and Service Introduction
Yannis Symvoulidis
ciso
Godfrey Stephen (Security)
Document Manager
Matthew Lenton
POA BAS Lead
Steve Bansal
Management Information Service
Mark L Jones
SDM for CMT, MAC and OBC Teams
Position/Role
Issued for Information — Please restrict this distribution
list to a minimum
Sandie Bothick
Name
(*) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PAIPERIO33 HNG-X Capacity Management and I Dimensions
Business Volumes
PGM/DCM/TEM/0001 Fujitsu Services Post Office Account HNG-I Dimensions
(D0 NOT REMOVE) X Document Template
SVM/SDM/PLA/0001 HNG-X Support Service Business I Dimensions
Continuity Plan — Joint Working Document
SVMISDM/PLA/0002 HNG-X Services Business Continuity Plan I Dimensions
SVM/SDM/PRO/0001 Major Incident Procedure Dimensions
SVM/SDM/PRO/0006 Service Level Target & Liquidated Damages I Dimensions
Exclusions
SVM/SDM/PRO/0018 POA Incident Management Procedure Dimensions
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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
Abbreviation
26 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
EDGE Enhanced Rates for GSM Evolution
GPRS General Packet Radio Service
LD Liquidated Damages
LoT Liquidated Damages Threshold
MBci Major Business Continuity incident
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
PAF Post Office Address File
POMS Post Office Managed Switch
PSTN Public Switched Telephone Network
SRB Service Review Book
T-AVE Average Transaction
WAN Wide Area Network
0.6 Glossary
Branch Availability SLT
erm Definitior
The SLT relating to Branch availability referred to in section 2.3.6.2.1 of this Branch Network
Service, Service Description
Counter Availability SLT
The SLT relating to Counter Position availability referred to in section 2.3.5.2 of the Service
Description for the Branch Network Service.
Fujitsu Incident Management
System
Known as TfS (Triole for Service), the incident management tool used by Fujitsu Services.
MAC Team
Major Account Controller Team — Fujitsu Incident Management Team
Monthly Allowance
As defined in paragraph 2.3.5.3(1) b.
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Local Allowance The allowable time for any failure of the Branch Telecom Infrastructure.
Local Failure A failure of the Branch Telecom Infrastructure.
Logical connection The data flow between systems, not the physical connections (cables etc).
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 Core Day Notwithstanding the definition in Schedule 1 of the Agreement of a Post Office Core Day, for the
purposes of the Branch Network Service the hours are defined within paragraph 2.1.4.2.4 of this
Branch Network Service, Service Description.
Post Office Critical Periods 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, as defined within paragraph 2.1.4.2.4 of this Branch Network Service,
Service Description”
VSAT Legacy Satellite communications system
0.7 Changes Expected
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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. PSTN and ISDN communication methods
will be withdrawn from 01% October 2017. Fujitsu Services will be providing new Bootloader
infrastructure (upon completion of required project activity to be agreed via Change Control)
to enable the personalisation of Sarian Branch Routers.
(b) The logical connection between the router and the telecommunications socket in the Branch.
(C) The logical connection between the POMS and the router in the branch.
(d) One connection to each of the two Computacenter Data Centres (Romford and Salford
Quays Manchester) to remotely manage the new Horizon Anywhere (end user compute
tower) branch computers.
(@) Provide network service and support to the Reference Data counters located in Winnersh.
This Service excludes the underlying PSTN line provided by Atos.
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, Central Telecom Infrastructure and HNG-X Central Infrastructure Incidents.
1.6. The Branch Network Service is also responsible for the measurement and reporting of the call to fix
SLT in respect of Branch Telecom Infrastructure faults (as set out in Table 3 below).
1.7. Transitional Support Service (TSS)
e It shall be noted that, the inclusion of Branch Network Services as a Transitional Support Service
was not included in the Belfast Refresh Programme contracted for under CT1250b. It is
acknowledged that it is unclear at the date of CCN 1400 what refresh activities may be required
(if any) as a number of factors are outside both Parties’ control.
e Fujitsu Services shall prepare a comprehensive report (the Branch Network Service Study
Report SVM/SDM/FSR/2417) in accordance with (and subject to) the provisions of paragraph
1.3.2e) of Schedule B3.3.
e For elements of the Branch Network Service that are not covered by the components referenced
in the BNS Report, Fujitsu Services will continue to deliver Branch Network Service to the
current Service Levels assuming there is no change in availability of the existing third party
services. If there is a change to the current availability of these services then this would
constitute a Change and managed via the Change Control Procedure on the principle that any
remedial work to replace or upgrade the third party service and/or impacted elements of the
Services shall be chargeable to Post Office in accordance with the Rate Card or as agreed
between the Parties. To the extent to which such elements directly cause a failure to the Branch
Network Service prior to implementation of the Change, then Fujitsu Services shall not be liable
and an appropriate adjustment to the service level performance shall be made.
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2 HNG-X
2.1 Service Definition
2.1.1. Incident 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 to Post Office. The transition of VSAT BB method to Next
Supplier completed by 01-APR-2017, as per CCN1621. Therefore those Branches where
Replacement Services to the VSAT BB communications method are provided by the Next Supplier
shall not be subject to the incident management monitoring toolsets and processes.
2.
2.
.1.2. Having identified an Incident, the CMT Service will check that a call is raised via the Fujitsu
Incident Management System 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 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).
2.
.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 for a Fujitsu Services Telecommunications
Supplier, 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 the Fujitsu Services
Telecommunications Supplier will be scheduled.
2.1.2 Major Business Continuity Incidents
2.1.2.1. In the event of a Major Business Continuity Incident (MBCI), as defined in the joint Working
Document entitled "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
2.1.4.1. Continuous Service Improvement
Post Office and Fujitsu Services will, as part of ITIL service management best practice work together to
identify opportunities for elimination of duplicated effort and rationalisation of processes with the aim of
delivering improved efficiency and/or cost savings as referred to in section 1.4 of the CCD entitled
"Service Management Service, Service Description" (SVM/SDM/SD/0007).
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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 SLT and Counter Availability SLT 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);
(d) monitoring the performance of the supplier;
(€) 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 MAC Team as described in the “Service Management Service,
Service Description” (SVM/SDM/SD/0007).
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.
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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
sections 2.3.5 and 2.3.6 of this Branch Network Service, Service Description.
2.3.2 Service Level Relief
Fujitsu Services shall not be liable for any failure to perform or delay in performing its obligations
and Post Office shall have no right to action against Fujitsu Services in respect of the following:
e any failure of services outside the scope of the contracted Services save to the extent that
such failure has been directly caused by Fujitsu Services (such failure not itself arising as a
result of matters referred to in this section 2.3.2). Calculations of SLTs and liquidated
damages shall specifically exclude the period of time during an Incident where a resolution
action is with a Post Office third party to resolve.
or 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). The exclusions identified will be applied against the SLTs and
liquidated damages within sections 2.3.5 and 2.3.6 of this Branch Network Service Service
Description.
e or any Incidents due to faults where the ADSL network technology is the sole Branch
Telecom Infrastructure and 2G/3G is unavailable. 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 SLTs and liquidated damages within sections 2.3.5 and 2.3.6 of this Branch
Network Service Service Description. When exclusions are applied for such events they will
be reported.
The Branch and Counter Availability SLTs as defined in section 2.3.5.2 (Table 1) and 2.3.6.2.1
(table 4) and the Branch Network call to fix SLTs as defined within section 2.3.6.1 (Table 3) will
exclude any Incidents due to faults where the ADSL network technology is the sole Branch
Telecom Infrastructure and 2G/3G is unavailable. 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 In such events, Fujitsu Services will use its
reasonable endeavours to resolve the Incident as of unavailability applicable to such Counter
Positions will not count towards the liquidated damages calculation for the Counter Availability
SLT. When exclusions are applied for such events they will be reported.
2.3.3 Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
2.3.4 Definitions
In addition to other provisions set out elsewhere in this Branch Network Service, Service Description,
or in the Agreement the following definitions shall apply for the purpose of calculating the Counter
Availability SLTs and the Branch availability SLTs:
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e Failure Event - see Schedule 1 of the Agreement.
e Unavailable see Schedule 1 of the Agreement.
e Individual Counter Position Unavailability Period means the time for which an individual
Counter Position is Unavailable
e Individual Branch Unavailability Period means the time for which all counter positions in an
individual Branch are Unavailable
e Network Counter Position Unavailability Period means the time the affected Counter
Positions are Unavailable
e Network Branch Unavailability Period means the time the affected Branches are Unavailable
e Counter Unavailability means, in respect of a Failure Event, either:
= in respect of a Local Failure, the total obtained by adding together all Individual
Counter Position Unavailability Periods for all Counter Positions affected by the
Failure Event; or
= In respect of a Network Wide Failure, the Network Counter Position
Unavailability Period multiplied by the number of Counter Positions rendered
Unavailable by the Failure Event.
e Branch Unavailability means, in respect of a Failure Event, either:
= — in respect of a Local Failure, the total obtained by adding together all Individual
Branch Unavailability Periods for all Branches affected by the Failure Event; or
= — In respect of a Network Wide Failure, the Network Branch Unavailability Period
multiplied by the number of Branches rendered Unavailable by the Failure
Event.
2.3.5 Service Levels for which Liquidated Damages Apply
2.3.5.1 Counter Availability
The Counter Availability SLT is measured across the network of Counter Positions. 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 Periods described in this Branch Network Service, Service Description. The reviewed
Counter Availability metric will be reported monthly in arrears.
The Management Information Service will extract data from the Fujitsu Services Incident Management
System to show all Branch Telecom Infrastructure, Central Telecom Infrastructure and HNG-X Central
Infrastructure faults logged for the Branch and closed on the previous Post Office Core Day, as defined
in section 2.1.4 2.4 of this Branch Network Service, Service Description. .
The Management Information Service will match this data against the Fujitsu Services view of the status
of each Counter Position. This will establish if the Counter Position was Unavailable during the Post
Office Core Day and Post Office Critical Periods. The relevant Unavailable time within the period for the
duration of the Incident will be used to calculate the Counter Availability SLTs.
The monthly Counter Availability Service Level Targets for the Post Office Critical Periods and the Post
Office Core Day are calculated by subtracting the total Counter Unavailability in respect of each Failure
Event that occurred in the period (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, as defined in
SVM/SDM/PRO/0018 — “POA Operations Incident Management Procedure”) from the maximum number
of Counter Position hours available in the period.
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2.3.5.2 Counter Availability Service Level Targets
Table 1
Des SLT
Counter Availability during the Post 99.64%
Office Critical Periods
Counter Availability during Post Office 99.64%
Core Day
The targets set out in Table 1 above are calculated on the basis that Fujitsu Services is providing the
CMT Service. If the CMT Service ceases, the SLTs set out above will be reduced. The Agreement shall
be amended in accordance with the Change Control Procedure to give effect to this change. Liquidated
Damages Threshold for the Counter Availability SLT
(1) Subject to sections 2.3.6.2 (2) and (3) 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, as defined in SVM/SDM/PRO/0018
- “POA Operations Incident Management Procedure’);
(b) Deducting the Monthly Allowance from the total in (a); Where Monthly Allowance means the
‘Network and Local Allowance per Counter Position per calendar month’ shown in column 4 of Table
2 multiplied by the average number of Counter Positions in use during the relevant month, excluding
Counter Training Offices, Test Offices and BFPO sites. This Monthly Allowance is the allowable
downtime per Counter Position used to calculate the threshold of Counter Position downtime allowed
before liquidated damages start to be payable. At the end of each calendar month, any unused
Monthly Allowance shall expire and shall not be rolled over into the next month.
and
(c) Multiplying the remainder by the liquidated damages payable 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” shown in column 5 of Table 2 .
Table 2
Network Local Network and _ Liquidated Damages.
Allowance per Allowance per Local payable per hour or
Counter Counter Allowance per part thereof in
Position per Position per Counter excess of Network
calendar calendar Position per and Local Allowance
month month calendar per Counter Position
month per calendar month
2015/2016 0.78 hours 0.54 hours 1.32 hours
2016/2017 0.78 hours 0.57 hours 1.35 hours £3.50
2017/2018 0.78 hours 0.57 hours 1.35 hours £3.50
(2) 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;
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(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 Counter Unavailability towards the
Counter Availability SLTs in respect of such Failure Event if it so notifies Post Office in
writing. In such cases, the Counter Unavailability shall not be deducted from the Counter
Availability SLTs in respect of that Failure Event; and
(ii) Only £400,000 shall be counted towards the liquidated damages payable for that month in
respect of that Failure Event.
(3) 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.
(4) Liquidated damages will be reported, measured and agreed monthly and paid quarterly in
arrears.
2.3.6 Service Levels for which Liquidated Damages Do Not
Apply
2.3.6.1 Branch Network Service: Call to Fix
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 the times specified in the
following SLTs defined in Table 3 below.
2.3.6.1.2 I 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 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 3 below:
Table 3
Branch Location SLT (Hours of Downtime)
Local / Remote 90% fixed in less I 100% fixed in less
than 3 hours 55 mins. I than 5 hours 55 mins.
Urgency 1
2.3.6.2 Branch Availability
The Branch Availability SLT is measured across the network of Branches. 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 Periods, described in
this Branch Network Service, Service Description. The reviewed Branch Availability metric will be
reported monthly in arrears although a raw figure will be produced on a weekly basis.
The Management Information Service will extract data from the Fujitsu Services Incident Management
System to show all Branch Telecom Infrastructure, Central Telecom Infrastructure and HNG-X Central
Infrastructure faults logged for the Branch and closed on the previous Post Office Core Day, as defined
in section 2.1.4 2.4 of this Branch Network Service, Service Description. .
The Management Information Service will match this data against the Fujitsu Services view of the status
of each Branch. This will establish if the Branch was Unavailable during the Post Office Core Day and
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Post Office Critical Periods. The relevant Unavailable time within the period for the duration of the
Incident will be used to calculate the Branch Availability SLTs.
The monthly Branch Availability Service Level Targets for the Post Office Critical Periods and the Post
Office Core Day are calculated by subtracting the total Branch Unavailability in respect of each Failure
Event that occurred in the period (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) from the
maximum number of Branch hours available in the period.
2.3.6.1.1 Branch Availability Service Level Targets
Table 4
Des
Branch Availability during the Post 99.64%
Office Critical Periods
Branch Availability during Post Office 99.64%
Core Day
The targets set out in Table 4 above take account of the provision of the CMT Service. If the CMT
Service is terminated, the targets set out above will be reduced by an amount agreed between the
Parties, such agreement not to be unreasonably withheld.
2.3.7 Additional 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 Periods. Both Post Office and
Fujitsu Services will periodically review the allocation of the Post Office Critical Periods 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 unable to communicate with the HNG-X Central Infrastructure
2.3.8 I Operational Level Targets
There are no OLTs associated with the Branch Network Service.
2.3.9 Performance Metrics
There are no performance metrics associated with the Branch Network Service.
2.3.10 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).
*ISDN communication method will be withdrawn from 01* October 2017.
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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.
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
follows:
2744 The CMT Service
Any change to the scope of the CMT Service will result in Branch Network Incidents being handled by
the Service Desk.
2.7.1.2 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.
2.7.1.3 The Systems Management Service
If the scope of the Systems Management Service is changed, the Data Centre Operations Service may
take over the System Management Service's role in supporting the Branch Network Service.
2.7.1.4 The Third Line Support Service
If the scope of the Third Line Support Service is changed, the Applications Support Service (Fourth Line)
may take over the Third Line Support Service's role in supporting the Branch Network Service.
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2.74.5 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.
2.7.1.6 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.
2.7.1.7 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.
2.7.1.8 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.
2.7.1.9 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.
2.71.10 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.
All SIM Cards for use in providing backup networking based upon mobile communications via the 2G/3G
router, including any spares, will transfer to the Next Supplier along with the Branch Routers, on expiry of
the Engineering Service. For the avoidance of doubt, however, the title of those SIM Cards remains with
the Mobile Data Services provider (Everything Everywhere Limited and Vodafone Limited). Post Office
agrees that it will be their responsibility to return all SIM Cards to the appropriate provider on, or soon
after, the expiry or termination of the Branch Network Service.
Post Office will ensure that communications related to Incidents or problems, for Branches where
Replacement Services to the VSAT BB communications method to Branches are being provided by the
Next Supplier, are routed to the Next Supplier and not to Fujitsu Services.
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
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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.
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.
3 Appendix A - Branch & Counter Availability SLT
Spreadsheet
The embedded file is the spreadsheet which is used to calculate the Branch & Counter Availability
Targets and the associated LDs.
Availability SLT LOT
Model TSS 01-04-15,
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