oO
FUJITSU
FUJITSU SERVICES
Data Centre Operations Service: Service
Description
Commercial in Confidence
FUJ00088181
FUJ00088181
Ref: ©SVM/SDM/SD/0003
Version: 1.0
Date: 31/08/06
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Data Centre Operations Service: Service Description
Service Description — Contract Controlled Document
HNG-X &, New Data Centre Operational to HNG-X
Application Roll Out Complete
Service Description for the Data Centre Operations Service
APPROVED
Richard Brunskill: Fujitsu Services
(For Originator to distribute following approval)
(For Document Management to distribute following approval)
(See PA/PRO/O10 for Approval roles)
Name Role Signature Date
Richard Brunskill Fujitsu Services Senior
Services Delivery Manager
Dave Hulbert Post Office: Head of Systems
Operations
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FUJITSU Description
FUJITSU SERVICES
Commercial in Confidence
FUJ00088181
FUJ00088181
Ref: ©SVM/SDM/SD/0003
Version: 1.0
Date: 31/08/06
0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
Reference
1.0 31/08/06 Agreed
0.2 Review Details
Review Comments by [Date]
Review Comments to : Originator & Document Management
Mandatory Review
Post Office: Operations Support Bernadette O'Donnell
Post Office: Commercial Mike Hannon
Fujitsu Services: Commercial Pam Purewal
Fujitsu Services: SI James Stinchcombe
Fujitsu Services: CS Pete Thompson
Optional Review
Issued for Information — Please restrict this
distribution list to a minimum
Post Office: Head of Systems Operations Dave Hulbert
Fujitsu Services: Senior Service Delivery ManagerI Richard Brunskill
( * ) = Reviewers that returned comments
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FUNITSU SERVICES Commercial in Confidence 31/08/06
0.3 Associated Documents
Reference Version I Date Title Source
SVM/SDM/PRO/0007 AP Client File Re-Send — Joint Working PVCS
Document
SVM/SDM/SD/0002 Engineering Service: Service Description PVCS
PA/PER/003 HNG-X Capacity Management and PVCS
Business Volumes
SVM/SDM/TP/0001 HNG-X Operational Test Plan — Joint PVCS
Working Document
EA/IFS/001 Horizon to POL Finance Systems Interface I pycs
Specification
SVM/SDM/PRO/0009 POL FS Hosting Service — Joint Working PVCS
Document
BP/DES/030 SAPADS to POL FS Application Interface I pycs
Specification
SVM/SDM/SD/0017 Security Management Service: Service PVCS
Description
SVM/SDM/SD/0007 Service Management Service: Service PVCS
Description
CS/PRD/074 POA Incident Management Process PVCS
CS/PRD/058 Fujitsu Services/Post Office Interface PVCS
Agreement for Operational Business Change
— Product
NB/PRP/004 Banking User Interface Design Proposal PVCS
NB/SPE/003 Network Banking Counter Dialogues — PVCS
Activity & Screen Flows
EA/IFS/030 Impact Programme POL Financial System I PVCS
S80 Technical Specifications
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents,
N.B. Printed versions of this document are not under change control.
0.4 Abbreviations/Definitions
Abbreviation
Definition
A&L
Alliance and Leicester
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FUJITSU Description 1.0
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Development SAP I Means the platform used to host the SAP Software instance known as PLD,
System including PLD itself
LFS Logistical Feeder Systems
LREC LINK Reconciliation
NDA Non Disclosure Agreement
NS&I National Savings and Investments
PLD An environment where customizing and development can be performed by
PRISM.
PLE An ‘isolated’ environment for Post Office to test end-to-end functionality of
the SAP solution. Authorisation for import of change into this system and all
of its clients is the responsibility of Post Office following recommendation by
PRISM and Fujitsu services
PLN A temporary but ‘isolated’ environment for Fujitsu Services to support non
functional testing. Authorisation for import of change into this system and all
of its clients is the responsibility of Fujitsu Services
PLP The stand-alone production environment for Post Office End-users.
Authorisation for import of change into this system and all of its clients is the
responsibility of Post Office following recommendation by PRISM and
Fujitsu Services
PLQ An ‘isolated’ environment for PRISM to test customizing and development
changes for integration and quality assurance. Authorisation for import of
change into this system and all of its clients is the responsibility of PRISM.
PLV A temporary but ‘isolated’ environment for Fujitsu Services to support
release validation. Authorisation for import of change into this system and all
of its clients is the responsibility of Fujitsu Services
POL FS Post Office Ltd Financial Systems
POLMIS. Post Office Ltd Management Information Systems
Production SAP System I Means the platform used to host the SAP Software instance known as PLP,
including PLP itself
QA/Test SAP System Means the platform used to host the SAP Software instances known as PLQ,
PLN, PLV and PLE, including PLQ, PLN, PLV and PLE themselves
Technical Bridge Working group convened during a major Incident comprising the Service and
Support functions within Fujitsu Services and representatives from Post
Office
TES Transaction Enquiry Service
0.5 Changes in this Version
Version Changes
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0.6 Changes Expected
Changes
Expected changes should the HNG-X design or solution require amendment to the service provided by
Fujitsu Services.
Post contract signature following agreement to any Draft Notes (DN) included within the document.
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UJ SU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
0.7 Table of Contents
1.0 SERVICE SUMMARY...
2.0 HNG-X....
1 SERVICE DEFINITION. .
Key activities...
Capacity Management
Operational Change Proposals.
Service Management...
SERVICE AVAILABILITY.
SERVICE LEVELS AND REMEDIE!
General Principle:
Service Level Relie!
Rectification Plan...
Service Levels for which Liquidated Damages ‘Apply.
Service Levels for which Liquidated Damages Do Not Apply
Operational Level Targets.
Performance Metrics.
Design Targets.
SERVICE LIMITS AND VOLUMETRI
ASSETS AND LICENCES.
5.1 Assets...
Licenses.
CHARGE:
Operational Fixed Charge.......
Operational Variable Charge.
Additional Operational Variable Charge.
DEPENDENCIES AND INTERFACES WITH OTHER OPERATIONAL SERVIC
Post OFFICE DEPENDENCIES AND RESPONSIBILITIE
BusINEss CONTINUITY.
3.0 I NEW DATA CENTRE OPERATIONAL TO HNG-X APPLICATION ROLL
OUT COMPLETE...
3.1 SERVICE DEFINITION.
3.2 SERVICE AVAILABILITY.
SERVICE LEVELS AND REMED!
General Principles
Service Level Relief.
Rectification Plan.
Service Levels for which Liquidated Damages Apply.
Service Levels for which Liquidated Damages Do Not
Operational Level Targets.
Performance Metrics.
Design Targets.
SERVICE LIMITS AND VOLUMETRI
ASSETS AND LICENCES.
CHARGES.
DEPENDENCIES AND INTERFACES WITH OTHER OPERATIONAL SERVIC
Post OFFICE DEPENDENCIES AND RESPONSIBILITIES.
BUSINESS CONTINUITY..
1d
were
Rie
PPP EEE EE PHEPRo pd
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3.9.1 Failover from live to Disaster Recovery Data Centre.
3.10 DOCUMENTATION SET SUPPORTING THE SERVICE...
4.0 ANNEX A: AP CLIENT FILE RE-SEND SERVICE.
4.1 HNG-X.
4.1.1 Summary.
Service Definition.
Service Availabilit
Service Levels and Targets.
Service Limits.
Charges...
Post Office Dependencies and Responsi
Documentation Set Supporting the Service...
NEW DATA CENTRE OPERATIONAL TO HNG-X APPLICATION ROLL OUT COMPLETE
Summary.
Service Definition.
Service Availabilit
Service Levels and Targets.
Service Limits...
Charges...
Post Office Ltd Dependencies and Responsibilities.
Documentation Set Supporting the Service...
5.0 ANNEX B: POL FS HOSTING SERVICE
HNG-X.
Summary.
Service Definition.
Service Availabilit
Service Levels and Targets.
Post Office Dependencies and Responsibilitie:
Business Continuity........ cee
Documentation Set Supporting the Service...
New Data CENTRE OPERATIONAL TO HNG-X APPLICATION ROLL OUT COMPLETE.
Summary..
Service Definition.
Service Availabilit
Service Levels and Targets.
Post Office Dependencies and Responsibilitie:
Business Continuity...
Documentation Set Supporting the Service...
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1.0 Service Summary
4.4
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9
The Data Centre Operations Service consists of three (3) component services:
(a) the Data Centre Operations Service — this service is described in sections 2 and
3 of this document;
(b) the AP Client File Re-Send Service — this service component of the Data
Centre Operations Service is described in Annex A of this document; and
(c) the Post Office Financial Systems (POL FS) Hosting Service — this service
component of the Data Centre Operations Service is described in Annex B of
this document.
The Data Centre Operations Service is responsible for the provision of all Data
Centre operations, which includes, for example; all the agents, servers, and databases
used to manage and support the Branch Infrastructure and HNG-X Central
Infrastructure used to deliver the Business Capabilities and Support Facilities
irrespective of technology platform or geographical location.
The primary elements of the Data Centre Operations Service cover the day to day
management and operational control of the Data Centre environments located in the
live Data Centre and the Disaster Recovery (DR) Data Centre applying ITIL best
practice within these environments.
Operational staff will be appropriately trained to carry out the Data Centre
Operations Service process, which includes monitoring capability within each of the
respective Data Centres to an agreed level.
The Data Centre Operations Service provides on-site operational support in order to
identify / minimise interruptions to the HNG-X Services provided by Fujitsu Services.
The management of the Data Centres shall be aligned with the operational
requirements within the Branch Infrastructure.
Changes to the Data Centre environments shall be made without impacting the live
service and in accordance with Fujitsu Services' corporate working practices and
operational standards. No changes will be carried out within the Data Centre without
an approved change record.
The Data Centre Operations Service shall be fully compliant with the security
management standards and policies and follow approved procedures as set out within
the Contract Controlled Document (CCD) entitled: “Security Management Service,
Service Description” (SVM/SDM/SD/0017).
The live Data Centre will run in an active / DR mode with the DR Data Centre being
used for testing. The live Data Centre (including the communications in and out of
the building) is, in its own right, fully resilient. business continuity testing is
completed during the week (Monday to Friday) for a maximum of two (2) weeks per
year, during which operational testing will not take place at the DR Data Centre.
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1.10 Notwithstanding any provision in any Schedule, CCD or CRD to the contrary, Fujitsu
Services is not obliged to provide the Third Line Support Service or Application
Support Service (Fourth Line) in respect of Configured POL FS or the SAP Loading
Applications.
2.0 HNG-X
2.1 Service Definition
2.1.1 Key activities
2.1.1.1 Access Control
The Data Centre Operations Service will provide adequate controls and procedures around
access to the Data Centre environments in accordance with the CCD entitled: “Security
Management Service, Service Description” (SVM/SDM/SD/0017).
2.1.1.2 Incident Management
(a) Fujitsu Services will be responsible for informing Post Office of any service
affecting Incidents.
(b) The Data Centre Operations Service will conform to the Fujitsu Services Post
Office Account (POA) Incident management process as defined in the Working
Document entitled: “POA Incident Management Process” (CS/PRD/074) for
the following types of Incident management:
2.1.1.2.1Branch Incident Management
The Data Centre Operations Service will assist the Service Desk, the Branch Network Service
and the Central Network Service in resolving Branch Infrastructure and HNG-X Central
Infrastructure network faults with Fujitsu Services network communications suppliers.
2.1.1.2.2Major Incident Management
(a) The Data Centre Operations Service will ensure that events indicating a potential major
Incident are proactively detected and recorded in the Incident Management System. This
should be in accordance with the Working Document entitled: “Fujitsu Services Major
Incident Process” (SVM/SDM/PRO/0001).
(b) The Incidents shall be classified and prioritised to ensure that escalation occurs where
necessary. Investigation and diagnosis of the fault may require attendance in the
Technical Bridge. Updates may be required on the current impact of the fault and make
use of any existing Post Office / Fujitsu Services major Incident report.
(c) As part of an on-going service assurance activity the Data Centre Operations Service
will participate in major Incident Walkthroughs to take place at regular intervals.
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2.1.1.3. Environmental Maintenance
2.1.1.3.1 The Data Centre Operations Service will implement a maintenance plan, which shall
be shared with Post Office on request, for the calendar year covering testing of the
following environmental elements:
(a) power generator;
(b) power UPS;
(c) power distribution unit(s);
(d) power switch;
(ce) air conditioning units;
(f) fire detection & suppression units;
(g) physical security systems & processes;
(h) _ lighting;
(i) _ telephony and fax;
(j) _ tape libraries;
(k) _ secure storage area;
(1) health and safety compliance; and
(m) _ cleanliness.
2.1.1.3.2 Fujitsu Services shall implement the maintenance schedule as a series of OCPs
throughout the year. The maintenance schedule shall be reasonably flexible to
accommodate any Hardware that requires additional maintenance activities to be
undertaken, as identified by the specific Fujitsu Services Hardware supplier.
2.1.1.4 Configuration Management
The Data Centre Operations Service will be responsible for maintaining information regarding:
(a)
(b)
(c)
(d)
(e)
data cabling and relationships between equipment;
power cabling and relationships between equipment;
rack locations;
on-site equipment; and
documentation — e.g. site access forms & delivery notes.
2.1.2 Capacity Management
2.1.2.1 Further details of Fujitsu Services’ obligations relating to capacity management are
set out in section 2.1.5.4 of the Systems Management Service, Service Description.
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2.1.2.2. The Data Centre Operations Service shall monitor the performance of the systems
with regard to the actual traffic across Data Centre components to understand the
success and failure rates of the traffic/data packets. This will enable the Data Centre
Operations Service to manage the Services and utilise capacity to its optimum to
ensure the performance levels of the system are maintained to minimise the impact
and occurrence of Incidents.
2.1.3. Operational Change Proposals
The Data Centre Operations Service will create and/or impact Operational Change Proposals
(OCPs) 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 Management of the Data Centre Estate
To ensure the number of Hardware failures is kept to a minimum thereby mitigating risk to
both Post Office and Fujitsu Services, Fujitsu Services shall:
(a) continually monitor the state of repair of the installed Hardware within the Data Centre
and pro-actively manage the introduction of replacement parts in the appropriate
circumstances; and;
(b) continually monitor the performance of the Hardware within the Data Centre and pro-
actively log and assist in the resolution of any degradation in performance of such
hardware.
2.1.4.2. Continuity of Spares Supply
Fujitsu Services will ensure that an adequate spares provision exists for all Hardware
components within the Data Centre and will source new hardware components of an
equivalent specification, if required, to ensure continuity of spares.
2.1.4.3. Continuous Service Improvement
Fujitsu Services will work closely with Post Office to identify and implement, where agreed,
service or cost improvement initiatives within the Data Centre Operations Service.
2.1.4.4 Service Reporting
The Data Centre Operations 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).
2.1.4.5 Supplier Management
The Data Centre Operations Service will be responsible for managing all third party suppliers
utilised in the support of the Data Centre environment. These activities include:
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(a) defining the services that the supplier delivers;
(b) negotiating with the supplier;
(c) _ establishing a contract with the supplier;
(d) monitoring the performance of the supplier;
(e) performing regular supplier reviews including service initiative reviews;
(f) managing problems related to the supplier; and
(g) managing changes related to the supplier.
2.2 Service Availability
The Data Centre Operations Service is not directly available to Post Office. It is a service
internal to Fujitsu Services and will be available 24 hours per day, every day of the year to
enable a Branch to complete a Transaction at any time.
2.3 Service Levels and Remedies
2.3.1 General Principles
The Data Centre Operations Service has prime responsibility for SLTs with and without
associated liquidated damages, performance measures and design targets as set out in sections
2.3.4 to 2.3.8 of this Data Centre Operations Service, Service Description.
2.3.1.1 SLTs detailed in sections 2.3.4 and 2.3.5 of this Data Centre Operations 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.
o January to March;
o April to June;
o July to September; or
© October to December.
2.3.1.2 SLTs detailed in sections 2.3.4 and 2.3.5 of this Data Centre Operations Service,
Service Description, which specify the “SLT Calendar Year” as the measurement
periods are:
(a) reported monthly via the SRB; and
(b) measured over a Service Level Measurement Period equating to a Rolling Year
with the exception of Central Systems Availability which is measured over a
rolling five (5) year period), i.e. the current month and the previous eleven (11)
months.
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2.3.2 Service Level Relief
Section 2.4 of this Data Centre Operations Service, Service Description sets out the limits
which, if exceeded over a monthly period, will entitle Fujitsu Services to adjust the
measurement of performance in respect of the Data Centre Operations Service SLTs, and
Liquidated Damages Targets (LDTs) if applicable and affected by this excess. Such
adjustments shall be made on the following basis:
(a) Fujitsu Services shall identify, for joint consideration with Post Office, any failure to
achieve the Data Centre Operations Service SLTs and / or LDTs within the month due
to the limits being exceeded. Post Office and Fujitsu Services (acting reasonably) will
agree the reasons for that SLT or LDT failure if it has been caused or contributed to by
Fujitsu Services:
«if the SLT or LDT failure occurs as a result of a Default by Fujitsu Services, no
adjustment shall be made to the performance measurements for the affected SLTs
or LDTs in respect of that month;
« if the SLT or LDT failure is agreed to be as a result of the limits being exceeded,
the performance measurements for the affected SLTs and LDTs in respect of that
month shall be reported as reasonably required by the Parties;
(b) following each Service Level Measurement Period, Post Office and Fujitsu Services will
assess whether, on average during the relevant Service Level Measurement Period, any
of the limits have been exceeded by 10% (ten per cent) or more. In making that
assessment, Post Office and Fujitsu Services shall consider the cause of any daily peaks
in excess of the daily averages during the relevant Service Level Measurement Period
and disregard the measurements in respect of those days where the peaks have arisen as
a result of a Fujitsu Services Default. If, having made this assessment, Post Office and
Fujitsu Services agree that a limit has been exceeded by 10% (ten per cent) and within
any three (3) consecutive months, Post Office and Fujitsu Services shall meet to discuss,
(acting reasonably) any appropriate changes to the applicable Data Centre Operations
Service SLTs and LDTs; and
(c) any dispute between Post Office and Fujitsu Services arising in connection with the
application of this section 2.3.2 of this Data Centre Operations Service, Service
Description shall be resolved in accordance with the Dispute Resolution Procedure.
2.3.3. Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
2.3.4 Service Levels for which Liquidated Damages Apply
2.3.4.1 Data Delivery: APS to EDG
(a) APS SLTs are of generic application to APS Clients and unless otherwise
stated by Post Office, the APS shall be fully available in a Branch whenever that
Branch is open, either through normal procedures or in fallback operation
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Table 1
(b)
(c)
(d)
The APS SLTs and LDTs are specified in sections 2.3.4.1 and 2.3.5.2 of this
Data Centre Operations Service, Service Description. The relevant
performance measures for all APS Clients (for which services are being
provided) shall be aggregated for such purpose of those SLTs, LDTs and
Additional Remedy Levels (ARLs). All APS Clients subsequently introduced
shall be included in that aggregate unless it is specifically agreed in accordance
with the Change Control Procedure.
Delivery of APS data files shall not normally be before 03:00hrs on the day
following the triggering event (the date of the Transaction).
Delivery of EDG data files shall be by 23:59hrs on the day following the
triggering event (the date of the Transaction).
Description SLT Liquidated Damages
Formula
EDG failures per SLT Calendar Year <2 Number of Transactions in
the non delivered EDG data
file x 1.03p
2.3.4.2 Data Delivery Branch to SAPADS - Outbound LFS
Delivery of Outbound LFS data files shall be by 22:00hrs on the same day as the triggering
event (the date of the Transaction).
Table 2
Description SLT Liquidated Damages Formula
Pouch Receipt failures per SLT Calendar <3 liquidated damages =
Year
(L-(0.01 * T)) * £3.82, or zero if the result of that
calculation is negative, where:
L = the number of times (summed for all
Branches) that a pouch delivery confirmation
entered at a Branch before 19.00 has been
delivered to SAPADS after 08:00 the next day;
and
T = the number of times (summed for all
Branches) that a pouch delivery confirmation has
been entered at a Branch before 19.00.
For the purposes of L and T, each delivery will
have a single confirmation, whether that delivery
comprises one pouch or multiple pouches.
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2.3.4.3 Data Delivery: Outbound HR SAP
Table 3
Description SLT Liquidated Damages Formula
HR SAP file delivered to the Post Office 100% HR SAP File delivered to TIP Gateway by
gateway by 21.30hrs on the Friday 21:30hrs on the Friday preceding the Pay Run
preceding the pay run date Date
2.3.4.4 Data Delivery: Inbound LFS
Delivery of SAPADS planned orders to Branches which occur by 06:00hrs on Sundays shall
not be included in the calculation of the SLT set out in Table 4 of this Data Centre Operations
Service, Service Description. On Sundays, Fujitsu Services shall use reasonable endeavours to
achieve the SLT for the delivery of SAPADS planned orders to Branches.
Table 4
Description SLT ARL Condition
SAPADS planned orders available for <=4 ARL (by 12:00hrs)
collection by the Branches by 08:00hrs
daily — failures per SLT Calendar Year
2.3.4.5 Data Delivery: Inbound Transaction Correction Records
Table 5
Description SLT ARL Condition
Failure of Transaction Corrections to be <4 95% of Transaction Correction Records available
available for collection by Branches by by 23:59:59 on Day A to be at the Branch(es) by
08:00hrs_ daily - failures per SLT 12:00 on Day B.
Calendar Year where the data is available
for extraction from configured POL FS at
23:59:59hrs on Day A
2.3.4.6 Transaction Times: Banking Functions Transactions
2.3.4.6.1For the purposes of Banking Functions Transactions, the SLT defined in Table 6
below, are the result of the following calculation:
(a) for each Banking Functions Transaction, Fujitsu Services shall record the time
“T1” as the time elapsed between the request being generated at the relevant
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(b)
(c)
Counter Position and the corresponding authorisation being received back at
that Counter Position;
for each Banking Functions Transaction, Fujitsu Services shall record the time
“T2” which elapses between the time the request leaves the Fujitsu Services
domain for routing into the Banks' domain and the corresponding authorisation
being received back into the Fujitsu Services' domain from the Banks; and
Fujitsu Services shall calculate a value “T” for each Banking Functions
Transaction, as follows:
T=T1-T2
In addition:
Table 6
Maximum Counter Wait Period (MCWP) minus Maximum Authorisation
Agent Wait Period (MAAWP), referred to as “Additional Time”, shall not be
less than 15 seconds.
Any changes to the MCWP and / or MAAWP as referred to in section
2.3.4.6.2 below, where the “Additional Time” is more than or equal to 15
seconds shall be subject to change as defined in the CCD entitled "Fujitsu
Services/Post Office Interface Agreement for Operational Business Change
Product" (CS/PRD/058) and changes where the MCWP is greater than 40
seconds and / or the resulting “Additional Time” is less than 15 seconds shall
be subject to agreement under the Change Control Procedure.
Banking Functions Transactions shall be those for which a request is generated
and a corresponding authorisation is received from the Banks before the
earliest of the following events:
« the MCWP has expired;
«the Banking Functions Transaction is declined by the Clerk; and
« — the Banking Functions Transaction fails, and
no other Banking Functions Transaction shall be included in the calculation set
out in Table 6 below.
Description SLT Liquidated Damages Formula
Average time
(1) for Banking Functions I <=2.5 I ((Number of Fixed Transactions x( average
Transactions across Fixed, ADSL and seconds number of Fixed Transactions — 2.5)) +
Dialled Connections
(Number of ADSL Transactions x( average
number of ADSL Transactions ~ 2.5)) +
((Number of Dialled Transactions x( average
number of Dialled Transactions — 2.5))) x 1.03p.
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CONTRACT CONTROLLED
oO
FUJITSU
FUJITSU SERVICES
FUJ00088181
FUJ00088181
Data Centre Operations Service: Service Ref: ~=SVM/SDM/SD/0003
Description Version: 1.0
Commercial in Confidence Date: 31/08/06
2.3.4.6.2NB Request, NB Authorisation and NB Confirmation Action
Fujitsu Services shall ensure that:
(a)
(b)
(c)
(d)
Following successful NB Token Validation, a Banking Function Transaction
shall not proceed unless a network connection to the Data Centre can be
reasonably expected to be established to obtain on-line NB Authorisation, as
set out in the CCDs entitled "Banking User Interface Design Proposal”
(NB/PRP/004) and “Network Banking Counter Dialogues — Activity & Screen
Flows” (NB/SPE/003). Once that connection has been established, a NB
Request shall be sent to the Banks and the Banking Function Transaction shall
only proceed if a positive NB Authorisation is received from the Banks and
that Banking Function Transaction is not Declined by the Counter Clerk. In the
event that the Counter Clerk Declines a Financial Transaction, a CO
Confirmation shall be sent on-line to the Banks.
There shall be no local facility within a Branch to override a NB Decline
response in an NB Authorisation.
If the NB Authorisation is not for the same amount as the NB Request, the
Banking Function Transaction will be Declined by the NB System, except in
the case of a NB Request for a Banking Function Transaction type "Withdraw
Limit", which will be permitted to proceed subject to the maximum limit set by
Reference Data.
The MAAWP and the MCWP shall be:
. set as parameters in the NB System;
. common for all Banks; and
. configurable by Fujitsu Services' Reference Data,
and in any event the MCWP shall not exceed 40 seconds.
If, after the generation of a NB Request at a Counter Position or after the
Authorisation Agent makes a NB Request available to the Banks, a corresponding
NB Authorisation is not received within the MCP or MAAWP respectively, the
Banking Function Transaction shall be Declined.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
2.3.5.1 Central Systems Availability (Measured over a 5 year rolling period)
Table 7
Description SLT
Outages in Post Office Core Hours where the Central & <=3 Core Hrs
Branch Network, and Sales Database is unavailable at
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CONTRACT CONTROLLED
O Data Centre Operations Service: Service
FUJITSU Description
FUNITSU SERVICES Commercial in Confidence
Ref:
Version:
Date:
FUJ00088181
FUJ00088181
SVM/SDM/SD/0003
1.0
31/08/06
> 10% of Branches - Per SLT Calendar Year
Outages in Post Office Core Hours where the Central & <=8 Core Hrs
Branch Network, Sales Database AND the Banking
Solution (CAPO, A&L , LINK) is unavailable at > 10%
of Branches — Per SLT Calendar Year
Outages in Post Office Core Hours where the Central & <=14 Core Hrs
Branch Network, Sales Database, the Banking Solution
AND Other Services (ETU, DVLA, PAF, APOP, DCS)
are unavailable at > 10% of Branches — Per SLT
Calendar Year
2.3.5.2 Data Delivery: APS to APS Clients
Table 8
Description
SLT
% of EDG files delivered within 48hrs of Transaction date
100%
2.3.5.3 Data Delivery: TMS to POL FS & POLMIS
Delivery of POL FS and POL MIS TMS data files shall be by 03:00hrs on the day following
the triggering event (the date of the Transaction).
Table 9
Description SLT
Data Delivery — Outbound to POL MIS
Transaction records to TIP Gateway — failures per SLT Calendar Year <=2
2.3.5.4
% of Transaction records delivered to TIP Gateway within 48hrs of 100% D:
Transaction date ata
Delivery:
Data Delivery - Outbound TMS to POL FS Branch
Transaction records loaded to configured POL FS — failures per SLT <2 to
Calendar Year SAPADS-
% of Transaction records loaded to configured POL FS within 48hrs of 100%
Ge ay ORS . A
opyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page} 18 of 51
CONTRACT CONTROLLED
FUJ00088181
FUJ00088181
Fi fir Data Centre Operations Service: Service Ref: SVM/SDM/SD/0003
UJ SU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
Outbound LFS
Delivery of Outbound LFS data files shall be by 22:00hrs on the same day as the triggering
event, (the date of the Transaction).
Table 10
Description SLT
Pouch receipts delivered within 48hrs of creation date 100%
Pouch collection failures per SLT Calendar Year <=3
Pouch collections delivered within 48hrs of creation date 100%
Cash on Hand details failures to SAPADS per SLT Calendar Year <3
Cash on Hand details delivered within 48hrs of creation date 100%
3.5.5 Data Delivery: Reconciliation
Table 11
Description SLT
Delivery by 08:0Shrs Day B (providing the LREC is received by Fujitsu I <=2 failures in
Services at 23:59:59hrs Day A) this is irrespective of a DRSH failure. total per SLT
Delivery by 08:0Shrs Day B (providing the LREC is received by Fujitsu I C@lendar Year
Services at 01:59:59hrs Day B). If there is a DRSH failure the target is
10.05hrs Day B.
Tf the LREC is received by Fujitsu Services between 02.00hrs and 22:00hrs
Day B the file will be delivered in line with the target of receipt by
01:59:59hrs Day B but the file will not be enriched with the LREC data
until Day C.
If there is a failure within the Fujitsu Services domain on a system other 100%
than DRSH or TES which is being utilised in the generation of the
reconciliation and settlement reports, delivery of said reports will be by
12.00hrs Day B.
If the system failure is either of the DRSH or TES, then said reports will be
delivered by 18.00hrs Day B
Number of failures of REC File delivered to CAPO daily by 03.00 hrs <=2
Number of failures of REC File delivered to A&L daily by 03.00 hrs <=2
REC Files will be delivered to CAPO by 16.00 hrs on Day B 100%
REC Files will be delivered to A&L by 18.00hrs on Day B 100%
REC Files are dispatched to CAPO and A&L by 00.10hrs daily N/A
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CONTRACT CONTROLLED
O Data Centre Operations Service: Service
FUJITSU Description
FUJITSU SERVICES
Commercial in Confidence
FUJ00088181
FUJ00088181
Ref: ©SVM/SDM/SD/0003
Version: 1.0
Date: 31/08/06
2.3.5.6 Data Delivery: SAPADS to Branch - Inbound LFS
Delivery of SAPADS planned orders to Branches which occur by 06:00hrs on Sundays shall
not be included in the calculation of the SLTs set out in Table 12 of this Data Centre
Operations Service, Service Description. On Sundays, Fujitsu Services shall use reasonable
endeavours to achieve the SLT for the delivery of SAPADS planned orders to Branches.
Table 12
Description
SAPADS planned orders available for use by the Branch by 08:00hrs daily
= Failures per SLT Calendar Year
% of SAPADS planned orders available for use by the Branch within 48hrs
of receipt
100%
2.3.5.7. Data Delivery: Inbound Transaction Correction Records
Table 13
Description
SLT
% of Transaction Corrections available at the Branch within 48hrs of
receipt
100%
3.5.8 Availability: POL FS
Table 14
Description
SLT
POL FS availability during each Service Level Measurement Period
98.5%
POL FS shall not be unavailable to Users on any single occasion during the
Service Level Measurement Period
v
= 4hrs
Where an offsite Fujitsu Services Support Engineer or replacement
equipment is required, POL FS shall not be unavailable to Users on any
single occasion during the Service Level Measurement Period
v
i}
10hrs
2.3.5.9 Availability: TES QA
(a) Fujitsu Services shall, upon the expiry of each SLT Calendar Year, measure the
time that TESQA was unavailable to be logged on to by TESQA Users as a
proportion of the total time between 07:00hrs and 22:00hrs on each day of that
year, termed “TESQA Unavailability”.
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CONTRACT CONTROLLED
O Data Centre Operations Service: Service
FUJITSU Description
FUJITSU SERVICES
Commercial in Confidence
FUJ00088181
FUJ00088181
Ref: ©SVM/SDM/SD/0003
Version: 1.0
Date: 31/08/06
(b) Fujitsu Services shall notify Post Office in advance of the overnight start and
finish times of such overnight maintenance periods, such periods being no longer
than 4 hours in duration.
(c) Notwithstanding the obligation in section 2.3.5.10 (a) Fujitsu Services shall use
reasonable endeavours to:
«ensure that TESQA is available to be logged on to by TESQA Users under
normal operation on a 24 x 7 (outside of 07:00hrs and 22:00hrs) basis other
than during periods of daily overnight maintenance; and
ensure that during such overnight maintenance periods TESQA is taken off-line
for a total period of no longer than 30 minutes.
Table 15
Description
SLT
TESQA availability between 07:00hrs and 22:00hrs for SLT Calendar
Year
99.75% which =
=13hrs
30minutes
downtime
Transaction received in the Data Centre between 07.00hrs and 20.00hrs
daily will be available within 15 minutes on the TESQA for the SLT
Calendar Year
97%
If the TES fails, Transactions received in the Data Centre between
07.00hrs and 20.00hrs daily will be available within 2 hours on the
TESQA for the SLT Calendar Year
100%
Transactions received in the Data Centre between 20.00hrs and 22.00hrs
daily will be available within 40 minutes on the TESQA for the SLT
Calendar Year
97%
If the TES fails, Transactions received in the Data Centre between
20.00hrs and 22.00hrs daily will be available within 2 hours on the
TESQA for the SLT Calendar Year
100%
Transactions received in the Data Centre between 22.00hrs on Day A and
07.00hrs on Day B daily will be available within 4 hours on the TESQA
for the SLT Calendar Year
100%
2.3.6 Operational Level Targets
There are no specific operational level targets (OLT) associated with the Data Centre
Operations Service. However, OLTs exist and are documented with individual APS Clients via
operational level agreements and are referenced in section 2.10 of this Data Centre Operations
Service, Service Description.
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 21 of 51
CONTRACT CONTROLLED
O Data Centre Operations Service: Service
FUJITSU Description
FUJITSU SERVICES
Commercial in Confidence
FUJ00088181
FUJ00088181
Ref: ©SVM/SDM/SD/0003
Version: 1.0
Date: 31/08/06
2.3.7 Performance Metrics
2.3.7.1. Data Loaded to POL FS
Fujitsu Services shall measure the time taken for data to become available for interrogation to
TESQA, measured from the time that the data is available within the Data Centre either from
an external source, or when an update to the status of a Transaction is recorded in Transaction
data by the Date Centre internally, referred to as the “Data Load Time”.
Table 16
Description PM
SAPADS data loaded to POL FS by 07:30hrs Day B if the data is received 100%
by 05:30 hrs on Day B
RDS vendors data loaded to POL FS by 07:30hrs Day B if the data is 100%
received by 23:59 hrs on Day A
RDS customers data loaded to POL FS by 07:30hrs Day B if the data is 100%
received by 23:59 hrs on Day A
RDS product data loaded to POL FS by 07:30hrs Day B if the data is 100%
received by 23:59 hrs on Day A
RDS branch data loaded to POL FS by 07:30hrs Day B if the data is 100%
received by 23:59 hrs on Day A
2.3.7.2. Data Delivery: Outbound HR SAP
Table 17
Description PM
CTS file delivered to the POL gateway by 07:30hrs daily 100%
2.3.7.3. Data Delivery: Data Files to Post Office Clients
Table 18
Description PM
Production of NS&I file by 23.59hrs on a Saturday 100%
Production of A&L file by 23.59hrs on a Saturday 100%
Production of SAPADS file by 07.30hrs daily 100%
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CONTRACT CONTROLLED
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FUJ00088181
FUJITSU Data Centre Operations Service: Service Ref: ~=SVM/SDM/SD/0003
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
2.3.7.4 Query Time: TES QA
(a) For the purposes of assessing TESQA query time, a properly constrained Transaction
query is one of:
e« A PAN and a date / time range of 31 days or less (rolling);
« A PAN, an amount and a date / time range of 31 days or less (rolling);
« A PAN, a Banking Functions Transaction and a date / time range of 31 days or less
(rolling);
e A PAN, a Branch, a frequency greater than I and a date / time range of 31 days or
less (rolling);
« No PAN, but an amount greater than 4,999.98 and a date range of less than one (1)
day; or
e No PAN, but a frequency greater than four (4) and a date range of less than one (1)
day.
(b) If Fujitsu Services persistently fails to achieve the performance metric as defined in Table
19 below as a result of a lack of capacity or performance of the HNG-X Central
Infrastructure, then increases in capacity or performance required to address the
deficiency shall be dealt with by the Capacity Management Service.
(c) Fujitsu Services shall report, if required by Post Office, the TESQA query times. This
report will show, for different periods during 07:00hrs and 22:00hrs of each day, the
query times for each type of query (including for properly constrained Transaction
queries, unconstrained Transaction queries, data queries and count only queries).
Table 19
Description PM
The query time for properly constrained Transaction queries on the TES I <=20 seconds
QA between 07.00hrs and 18.00hrs
2.3.8 Design Targets
There are no design targets associated with the Data Centre Operations Service.
2.4 Service Limits and Volumetrics
There are no service limits or volumetrics applicable to the Data Centre Operations Service.
2.5 Assets and Licences
2.5.1 Assets
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CONTRACT CONTROLLED
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FUJ00088181
FUJITSU Data Centre Operations Service: Service Ref: SVM/SDM/SD/0003
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
Assets relevant to the Data Centre Operations Service are set out within the Asset Register.
2.5.2 Licenses
There are no licences associated with the Data Centre Operations Service.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
The Data Centre Operations Service Operational Variable Charge is calculated against the
number of Transactions processed at a price per Transaction as defined in Schedule D1 of the
Agreement. The price is therefore only variable when the forecast of Transactions per annum
changes from the previous year's forecast of Transactions, as defined in the CCD entitled:
“Horizon Capacity Management and Business Volumes” (PA/PER/003). Where the forecast
of Transactions has changed, Fujitsu Services shall, on six (6) months' notice, inform Post
Office of such change.
2.6.3 Additional Operational Variable Charge
There are no additional operational variable charges applicable to the Data Centre Operations
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 Data Centre Operations 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:
2.7.1.1 The Service Desk
Any changes to the scope of the Data Centre Operations Services may result in Incidents being
raised to the Service Desk via the Systems Management Service.
2.7.1.2 The Service Management Service
If the scope of the Data Centre Operations Service changed, the Service Management Service
may have to take over the role of managing the HNG-X Central Infrastructure and
communicating directly with Post Office on the status and nature of faults within the HNG-X
Central Infrastructure.
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CONTRACT CONTROLLED
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FUJ00088181
roo) Data Centre Operations Service: Service SVM/SDM/SD/0003
FUJITSU Description 1.0
FUJITSU SERVICES Commercial in Confidence 31/08/06
2.7.1.3. The Systems Management Service
If the scope of the Data Centre Operations Service changed, the Systems Management Service
may take over the Data Centre Operations Service's role in monitoring the Branch
Infrastructure and HNG-X Central Infrastructure systems and communicating the status and
nature of faults identified to the Service Desk.
2.7.1.4 The Central Network Service
The Data Centre Operations Service works closely with the Central Network Service in
supporting the HNG-X Telecommunications Infrastructure. If the scope of the Data Centre
Operations Service is changed, the Central Network Service may need to manage the Data
Centre Operations Service's responsibilities in relation this.
2.7.1.5 The Branch Network Service
The Data Centre Operations Service works closely with the Branch Network Service in
supporting the HNG-X Telecommunications Infrastructure. If the scope of the Data Centre
Operations Service is changed, the Branch Network Service may need to manage the Data
Centre Operations Service's responsibilities in relation this.
2.7.1.6 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 Data Centre Operations
Service changed, the Service Management Service may have to take over this role.
2.7.1.7 The Reference Data Management Service
The Data Centre Operations Service will support any Reference Data changes delivered by the
Reference Data Service. If the scope of the Data Centre Operations Service changed, any
alternative Service Provider would have to take over this role.
2.7.1.8 The Operational Business Change (Branch Change) Service
The Data Centre Operations Service will support any OBC Branch changes delivered by the
OBC (Branch Change) Service. If the scope of the Data Centre Operations Service changed,
any alternative Service Provider would have to take over this role.
2.7.1.9 The Third Line Support Service
The Third Line Support Service may be required to take on some of the monitoring functions
completed by the Data Centre Operations Service and would receive a higher proportion of
issues for resolution should the Data Centre Operations Service become unavailable.
2.7.1.10 The Security Management Service
The Data Centre Operations 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
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CONTRACT CONTROLLED
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FUJ00088181
roo) Data Centre Operations Service: Service SVM/SDM/SD/0003
FUJITSU Description 1.0
FUJITSU SERVICES Commercial in Confidence 31/08/06
the Data Centre Operations 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
Post Office responsibilities are as set out in Schedule AS of the Agreement.
2.9 Business Continuity
2.9.1 Failover from live to Disaster Recovery Data Centre
2.9.1.1 Failover to the DR Data Centre
Switchover to backup systems within the live Data Centre shall be automated and failover to
the DR Data Centre shall be manually configured within two (2) hours of the live Data Centre
failure.
2.9.1.2 Testing
The DR Data Centre has two functions, namely for business continuity/DR purposes on the
one hand and for Release testing on the other. Data Centre business continuity and DR testing
will be performed during the hours of 9:00am to 5:30pm Monday to Friday, except in the case
of a full Data Centre fail-over test. Whenever such Data Centre business continuity, DR
testing and/or Data Centre fail-over tests take place, the DR Data Centre will not be available
for Release testing.
2.9.2 Fujitsu Services will carry out minimum of one (1) walkthrough and one (1)
operational test per calendar year for the Data Centre, subject to agreeing the
actual dates for such tests with Post Office, such agreement not to be unreasonably
withheld. Such tests shall be carried out in accordance with the Working
Document entitled: “HNG-X Operational Test Plan — Joint Working Document”
(SVM/SDM/TP/0001).Documentation Set Supporting the Service
In addition to the document set listed at section 0.3 of this Data Centre Operations Service,
Service Description, the document set listed in Table 20 below supports the delivery of the
Data Centre Operations Service. Should any elements of the Data Centre Operations Service
be changed following agreement with Post Office, Fujitsu Services will ensure these
documents are also reviewed and amended where necessary in line with changes agreed.
Table 20
Document Ref Document Title
CS/OLA/005 AP Client Incident Management Operational Level Agreement
CS/OLA/006 Operational Level Agreement With Mid-Kent Water
CS/OLA/008 Operational Level Agreement With Alliance & Leicester
CS/OLA/009 Operational Level Agreement For Yorkshire Electricity
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CONTRACT CONTROLLED
FUJ00088181
FUJ00088181
roo) Data Centre Operations Service: Service Ref: SVM/SDM/SD/0003
FUJITSU Description Version: 1.0
FUNITSU SERVICES Commercial in Confidence Date: 31/08/06
CS/OLA/010 Operational Level Agreement With Knowsley Borough Council
CS/OLA/O11 Operational Level Agreement With Oxford Social Services
CS/OLA/012 Operational Level Agreement With Scottish And Southern Electricity
CS/OLA/013 Operational Level Agreement With Welsh Water
CS/OLA/015 Operational Level Agreement With Northern Ireland Electricity
CS/OLA/O18 Operational Level Agreement With TV Licensing
CS/OLA/019 Operational Level Agreement With British Telecom
CS/OLA/020 Operational Level Agreement With Standard Life
CS/OLA/021 Operational Level Agreement With SML (Quantum)
CS/OLA/025 Operational Level Agreement With Post Office Local Collection (POLC)
CS/OLA/026 Operational Level Agreement With Consignia Customer Management (TVL)
CS/OLA/029 Operational Level Agreement With DVLA
CS/OLA/031 Operational Level Agreement For AON
CS/OLA/032 Operational Level Agreement For ESP
CS/OLA/033 National Savings Operational Level Agreement
CS/OLA/034 Operational Level Agreement - First Rate
CS/OLA/037 Operational Level Agreement With EDS (Card Account)
CS/OLA/038 Operational Level Agreement For Logistics Feeder Service
CS/OLA/044 Bureau De Change OLA
CS/OLA/046 Electronic Top Up Operational Level Agreement
CS/OLA/047 Prudential Operational Level Agreement
CS/OLA/048 Operational Level Agreement For DES/EDG
CS/OLA/049 Operational Level Agreement For SAP Hosting Service
CS/OLA/05S6 Operational Level Agreement For POLFS FTMS Files Delivery Across The Tip Gateway
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 27 of 51
CONTRACT CONTROLLED
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FUJ00088181
FUJITSU Data Centre Operations Service: Service Ref: SVM/SDM/SD/0003
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
3.0 New Data Centre Operational to HNG-X Application
Roll Out Complete
3.1 Service Definition
See sections 2.1.1 and 2.1.4 of this Data Centre Operations Service, Service Description.
3.2. Service Availability
See section 2.2 of this Data Centre Operations Service, Service Description.
3.3. Service Levels and Remedies
3.3.1 General Principles
3.3.1.1 Section 2.3 of this Data Centre Operations Service, Service Description shall apply
where 80% or more of Branches have migrated to the HNG-X Application with the
exception of the following inbound SLTs which will be discontinued for Horizon once
the HNG-X Data Centre has been implemented:
(a) section 2.3.4.4: inbound LFS;
(b) section 2.3.4.5: inbound Transaction Correction Records;
(c) section 2.3.5.6: inbound LFS; and
(d) section 2.3.5.7: inbound Transaction Correction Records.
3.3.1.2 Where less than 80% of Branches have migrated to the HNG-X Application, sections
3.3.4 to 3.3.6 of this Data Centre Operations Service, Service Description shall apply
subject to any provisions to the contrary within section 2.3 of this Data Centre
Operations Service, Service Description, in respect of a particular SLT, where SLTs
are expressed terms as of performance required by a particular “Day”:
(a) “Day A” means the day of the specified triggering event (such as the date of the
Transaction):
(b) “Day B” means the day following “Day A”; and
(c) “Day C” means the day following “Day B”, and so on.
3.3.1.3 Where 80% or more of Branches have migrated to the HNG-X Application, although
Fujitsu Services will not be measured against the SLTs described in 3.3.4 and 3.3.5 of
this Data Centre Operations Service, Service Description, liquidated damages will still
be payable by Fujitsu Services to Post Office in the event Fujitsu Services fails to meet
the “Day J” timescales in respect of sections 3.3.4.1 and 3.3.4.4 of this Data Centre
Operations Service, Service Description.
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FUJ00088181
FUJITSU Data Centre Operations Service: Service Ref: ~=SVM/SDM/SD/0003
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
3.3.2 Service Level Relief
3.3.2.1 Section 2.3.2 of this Data Centre Operations Service, Service Description shall apply
where 80% or more of Branches have migrated to the HNG-X Application.
3.3.2.2 Where less than 80% of Branches have migrated to the HNG-X Application section
3.3.2.3 below shall apply.
3.3.2.3 Where Fujitsu Services is obliged to and undertakes a visit to a Branch to recover
Transaction records, in accordance with the CCD entitled: “Engineering Service,
Service Description” (SVM/SDM/SD/0002), in order to avoid the Day J SLTs and
LDTs (set out in section 3.3.4 of this Data Centre Operations Service, Service
Description) being failed (each a "Recovery Visit"), in assessing whether there has
been a failure of those SLTs the following principles shall apply:
(a) for the purposes of such assessment, the following shall be disregarded from all
relevant SLT measurements in respect of the Branches in question:
e days on which Fujitsu Services has been unable to contact a Branch (despite
using its reasonable endeavours to do so) to arrange a Recovery Visit, which
includes days on which that Branch is not open for business;
«each day of delay caused by a Branch declining the earliest offered date for a
Recovery Visit (provided the Recovery Visit offered on that date would not
extend beyond the end of the Post Office Core Day or, if later, the Working
Hours for that Branch), which includes days on which that Branch is not open
for business;
« each day of delay caused by a Branch cancelling, refusing or otherwise
preventing an arranged Recovery Visit but excluding days on which a Recovery
Visit is prevented by a Branch from being completed as a result of that visit
extending beyond the Working Hours for that Branch without prior agreement
of that Branch; and
* each day that a Recovery Visit which by prior arrangement with a Branch is
scheduled to take place or continue beyond the Working Hours for that
Branch, is prevented from being completed by the Branch contrary to that
arrangement;
(b) For the purposes of such assessment, the period commencing on the day on which
Fujitsu Services becomes aware that a Branch does not have the PSTN telephone
capability or “plug in” PSTN telephone capability required for a Recovery Visit
and ending on and including the day on which the ISDN, ADSL or mobile Branch
Network Resilience (BNR) connection is re-established to that Branch shall be
disregarded from all relevant SLT measurements in accordance with the
application of the SLTs described in section 3.3.4 of this Data Centre Operations
Service, Service Description; and
(c) Fujitsu Services shall arrange to undertake Recovery Visits in order to achieve the
Day J SLT set out in section 3.3.4 of this Data Centre Operations Service, Service
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CONTRACT CONTROLLED
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FUJ00088181
Fi fir Data Centre Operations Service: Service Ref: SVM/SDM/SD/0003
UJ SU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
Description, unless prevented form arranging such visits or from undertaking them
within the Post Office Core Day or, if later, the Working Hours for the Branch in
question.
3.3.2.4 For the periods in which the Banking Functions and/or any of the Horizon
Applications (other than Banking Functions) or Infrastructure Services are suspended
in accordance with section 3.4.15 of the CCD entitled “Service Management Serv
Service Description” (SVM/SDM/SD/0007), measurements of Fujitsu Services'
performance in respect of all Service Levels detrimentally affected by such suspension
(in respect of those Horizon Applications and Services) shall be disregarded and
Fujitsu Services shall be released from those of its obligations in respect of those
Horizon Applications and Services which it is unable to perform as a result of such
suspension.
3.3.3. Rectification Plan
See section 2.3.3 of this Data Centre Operations Service, Service Description.
3.3.4 Service Levels for which Liquidated Damages Apply
(a) Section 3.3.4 of this Data Centre Operations Service, Service Description shall
apply where 80% or more of Branches have migrated to the HNG-X Application.
(b) Where less than 80% of Branches have migrated to the HNG-X Application Tables
21 to 25 below shall apply:
3.3.4.1 Data Delivery: To APS Clients
Table 21
Description SLT Liquidated Damages Formula
APS Transactions delivered by day 96.5% ((100 — actual level of service by Day J) / 100 x
23:59hrs Day B total number of Transactions x 1.15pence +
APS Transactions delivered by 23:59hrs 97.5% (((98.5 — (the greater of the ARL (98) and the
day C actual level of Service by Day D)) / 100 x )total
~ = ber of Transactions — day also failing at
APS Transactions delivered by 23:59hrs I 98.5% umber of Transactions — any Cay also daling al
day D
APS transactions delivered
23:59hrsday J
by
100%
Day J) x 1.15 pence +
(((97.5 — actual level of Service by Day C) / 100 x
(total number of Transactions — any also failing
on Day D and Day J) x 1.15 pence ) +
(((96.5 — actual level of Service by Day B) / 100) x
(total number of Transactions — any also failing at
Day J, Day D and Day C) x 1.15 pence)
3.3.4.1.1
Where the level of service falls below the ARL of 98%, Post Office shall be
entitled to recover in addition to any liquidated damages received as defined in
Table 21 above, the greater of:
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(a) liquidated damages calculated as follows:
liquidated damages = ((ARL (98) — the actual level of Service by Day D) / 100
x (total number of Transactions — any also failing at Day J) x 1.15 pence; and
(b) Post Office additional costs.
3.3.4.2 Data Delivery: Branch to SAPADS — Outbound LFS
Table 22
Description
SLT
Liquidated Damages Formula
Confirmation of pouch received at Branch
by 19.00hrs Day A
97.2%
(L —(0.01 x T)) x £3.00 or zero if the result of
that calculation is negative where:
L = the number of items (summed for all
Branches) that a pouch delivery confirmation
entered at a Branch before 19.00hrs has been
delivered to SAPADS after 08.00hrs the next day,
and
T =the number of times (summed for all
Branches) that a pouch delivery confirmation has
been entered at a Branch before 19.00.
For the purposes of L and T, each delivery will
have a single confirmation whether that delivery
comprises one pouch or multiple pouches.
3.3.4.3 Data Delivery: SAPADS to Branch — Inbound LFS
(a) Data that is available at the SAPADS LFS boundary by 06:00hrs Day A.
(b) Delivery of SAPADS planned orders to Branches which occur by 06:00hrs on
Sundays shall not be included in the calculation of the SLT set out in Table 22
of this Data Centre Operations Service, Service Description. On Sundays,
Fujitsu Services shall use reasonable endeavours to achieve the SLT for the
delivery of SAPADS planned orders to Branches.
Table 23
Description
SLT
ARL
SAPADS planned orders delivered by
12:00hrs on Day A
96%
In the event that Fujitsu Services fails to meet
95% delivery by 12.00hrs Day A, Post Office shall
be entitled to recover Post Office's additional costs
from Fujitsu Services.
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)} Description Version: 1.0
FUNITSU SERVICES Commercial in Confidence Date: 31/08/06
3.3.4.4 Data Delivery: Inbound Transaction Corrections Delivered to Branches
Data that is available to Fujitsu Services by 23:59:59hrs on Day A.
Table 24
Description SLT Liquidated Damages Formula
Transaction corrections available at the 90% ((100 — actual level of service by Day J) / 100 x
Branch by 08.00hrs on Day B total number of Transactions x 1.15pence +
Transaction corrections available at the 96% (((96 — the actual level of Service by 12:00hrs Day
Branch by 12.00hrs on Day B B)/ 100 x )total number of Transactions — any
day also failing at Day J) x 1.15 +
Transaction corrections available at the 100% y also failing at Day J) x aed
Branch by 23:59:59hrs on Day J (((90 = actual level of Service by 08:00hrs Day B)
/ 100 x (total number of Transactions — any also
failing by 12:00hrs on Day B and Day J) x 1.15
pence )
3.3.4.5 Transaction Times for Banking Functions
For the purposes of Banking Functions Transactions, the SLT defined in Table 25 below, are
the result of the following calculation:
(a) For each Banking Functions Transaction, Fujitsu Services shall record the time “T1” as
the time elapsed between the request being generated at the relevant Counter Position
and the corresponding authorisation being received back at that Counter Position.
(b) For each Banking Functions Transaction, Fujitsu Services shall record the time “T2”
which clapses between the time the request leaves the Fujitsu Services domain for
routing into the Bank's domain and the corresponding authorisation being received back
into the Fujitsu Services domain from the Bank.
(c) Fujitsu Services shall calculate a value “T” for each Banking Functions Transaction, as
follows:
T=T1-T2
In addition:
¢ Maximum Counter Wait Period (MCWP) minus Maximum Authorisation Agent Wait
Period (MAAWP), referred to as “Additional Time”, shall not be less than 15
seconds;
e any changes to the MCWP and / or MAAWP as referred to in section 2.3.4.6.2
above, where the “Additional Time” is more than or equal to 15 seconds shall be
subject to change as defined in the CCD entitled "Fujitsw Services/Post Office
Interface Agreement for Operational Business Change — Product" (CS/PRD/058)
and changes where the MCWP is greater than 40 seconds and / or the resulting
“Additional Time” is less than 15 seconds shall be subject to agreement under the
Change Control Procedure.
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¢ Banking Functions Transactions shall be those for which a request is generated and a
corresponding authorisation is received from the Banks before the earliest of:
. the MCWP has expired;
. the Banking Functions Transaction is declined by the Clerk; and
. the Banking Functions Transaction fails; and
¢ no other Banking Functions Transaction shall be included in the calculation set out in
Table 25 below.
Table 25
Description SLT Liquidated Damages Formula
Average time (T) for Banking Functions <=2.5 (Number of Fixed Transactions x( average
Transactions across Fixed, ADSL and Seconds number of Fixed Transactions — 2.5)) +
Dialled Connections
(Number of ADSL Transactions x( average
number of ADSL Transactions — 2.5)) +
(Number of Dialled Transactions x( average
number of Dialled Transactions — 2.5))) x 1.03p
3.3.5 Service Levels for which Liquidated Damages Do Not Apply
(a) Section 2.3.5 of this Data Centre Operations Service, Service Description shall
apply where 80% or more of Branches have migrated to the HNG-X
Application.
(b) Where less than 80% of Branches have migrated to the HNG-X Application
Tables 26 to 30 below shall apply:
3.3.5.1 Data Delivery: APS to EDG, Alliance & Leicester and Directly Connected
Clients
Table 26
Description SLT
% of Alliance & Leicester files delivered within 48hrs of Transaction date 100%
‘ of Directly Connected Client files delivered within 72hrs of Transaction 100%
late
3.3.5.2 Data Delivery: Branch to SAPADS — Outbound LFS
Where data is available at the Branch by 19:00hrs on Day A
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FUJITSU Description
FUJITSU SERVICES
Commercial in Confidence
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Ref: ©SVM/SDM/SD/0003
Version: 1.0
Date: 31/08/06
Table 27
Description SLT
Confirmation of pouch received at Branch by 22:00hrs Day A 97%
Confirmation of pouch received at Branch by Day I 100%
Details of SAPADS pouch collected from Branch by 22:00hrs Day A 97%
Details of SAPADS pouch collected from Branch by Day B 97.2%
Details of SAPADS pouch collected from Branch by Day I 100%
Daily Cash on Hand details to SAPADS by 23:59hrs Day A 96.25%
Wednesday weekly stamps/stock and inventory items details by following 98%
23:59hrs Friday
3.5.3. Data Delivery: Outbound to POL!
Table 28
Description SLT
Transaction records to TIP Gateway by 03.00hrs Day B 96%
Transaction records to TIP Gateway by 03.00hrs Day C 97%
Transaction records to TIP Gateway by 03.00hrs Day D 98%
Transaction records to TIP Gateway by 03.00hrs Day J 100%
3.3.5.4 Data Delivery: Outbound to POL FS
Table 29
Description SLT
Transaction records loaded to configured POL FS by 07.30hrs Day B 96%
Transaction records loaded to configured POL FS by 07.30hrs Day C 97%
Transaction records loaded to configured POL FS by 07.30hrs Day D 98%
Transaction records loaded to configured POL FS by 07.30hrs Day J 100%
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FUNITSU SERVICES Commercial in Confidence Date:
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SVM/SDM/SD/0003
1.0
31/08/06
3.3.5.5 Data Delivery: SAPADS to Branch — Inbound LFS
Where data is available at the SAPADS LFS boundary at 06.00hrs Day A
Table 30
Description SLT
SAPADS planned orders delivered by 08:00hrs on Day A 90%
SAPADS advice notes delivered by 08:00hrs on day C o7%
3.3.6 Operational Level Targets
See section 2.3.6 of this Data Centre Operations Service, Service Description.
3.3.7 Performance Metrics
See section 2.3.7 of this Data Centre Operations Service, Service Description.
3.3.8 Design Targets
See section 2.3.8 of this Data Centre Operations Service, Service Description.
3.4 Service Limits and Volumetrics
See section 2.4 of this Data Centre Operations Service, Service Description.
3.5 Assets and Licences
See section 2.5 of this Data Centre Operations Service, Service Description.
3.6 Charges
See section 2.6 of this Data Centre Operations Service, Service Description.
3.7. Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Data Centre Operations Service, Service Description.
3.8 Post Office Dependencies and Responsibilities
3.8.1 Section 2.8 of this Data Centre Operations Service, Service Description shall apply,
subject to section 3.8.2 below.
3.8.2 There will be no changes to any of the electronic application interfaces to external Post
Office Clients.
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3.9 Business Continuity
3.9.1 Failover from live to Disaster Recovery Data Centre
3.9.1.1 Switchover to backup systems within the live Data Centre shall be automated and
failover to the DR Data Centre shall be manually configured within two (2) hours of
the live Data Centre failure.
3.9.1.2 See section 2.9.1.3 of this Data Centre Operations Service, Service Description.
3.10 Documentation Set Supporting the Service
See section 2.10 of this Data Centre Operations Service, Service Description.
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FUJITSU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
4.0 Annex A: AP Client File Re-Send Service
4.1 HNG-X
4.1.1 Summary
4.1.1.1. The AP Client File Re-Send Service allows Post Office to request that AP Client
Transaction files, that are within seven (7) days of original transmission, are re-sent
to the APS Client or are sent to Post Office directly.
4.1.1.2 Files will be re-sent to the APS Client over the automated interface to the
Client/Agent Gateway, and files will be sent to Post Office on a CD-ROM via secure
courier.
4.1.1.3. The AP Client File Re-Send Service is a “Call Off’ Service, with an appropriate
charge raised by Fujitsu Services as set out in Schedule D1 of the Agreement.
4.1.1.4 Fujitsu Services staff will be suitably trained to carry out the AP Client File Re-Send
Service.
4.1.2 Service Definition
4.1.2.1 Service Components
4.1.2.1.1 The AP Client File Re-Send Service comprises the following components:
(a) request for file re-send — Post Office responsibility;
(b) _ file re-send and confirmation to Post Office — Fujitsu Services responsibility;
and
(c) liaison with the APS Client — Post Office responsibility.
4.1.2.1.2 Each of the above components is described within this Annex A to this Data Centre
4.1.2.2
Operations Service, Service Description. Further lower level detail is provided within
the Working Document entitled: “AP Client File Re-Send — Joint Working
Document” (SVM/SDM/PRO/0007).
Request for file re-send
Post Office shall make the request by electronic mail (email) to a Fujitsu Service mailbox and
shall also contact Fujitsu Services by telephone notifying that a request has been made. The
email shall state:
(a) _ the APS Client name;
(b) _ the original name and transfer date of the file(s) required to be re-sent;
(c) whether the file is to be sent to the APS Client or to Post Office;
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(d) the addressee and location if the file is to be sent on CD-ROM to Post Office;
and
(ec) for a DES/EDG or Alliance & Leicester Client, the file-prefix to be used for the
re-send file.
4.1.2.3 File re-send and confirmation to Post Office
4.1.2.3.1 Fujitsu Services will re-send the transaction file to the APS Client over the automated
interface to the Client/Agent gateway, or will copy the transaction file onto a CD-
ROM and despatch this via secure courier, as requested by Post Office.
4.1.2.3.2 Files for a Non-DES/EDG or Non-Alliance & Leicester Client will be sent with the
original filename.
4.1.2.3.3 Files for a DES/EDG or Alliance & Leicester Client will have the file prefix changed
to a value specified by Post Office.
4.1.2.3.4 Fujitsu Services will advise Post Office when the file re-send to the APS Client
Gateway has been achieved or when the CD-ROM has been despatched.
4.1.2.4 Liaison with Client
Post Office shall liaise with the APS Client and advise the APS Client when the file has been re-
sent, and confirm that the APS Client has received the file.
4.1.3 Service Availability
The AP Client File Re-Send Service will be available for receipt and processing of service
requests between the hours of 09:00 to 17:30 Monday to Friday excluding all Bank Holidays.
4.1.4 Service Levels and Targets
4.1.4.1 Operational Service Levels
Fujitsu Services will use reasonable endeavours to action the Post Office request for an AP
Client File Re-Send within the Working Day on which the request is received. However, the
minimum lead-time between receipt of the AP Client File Re-Send request and the file re-send
is four (4) hours.
4.1.5 Service Limits
4.1.5.1. The AP Client File Re-Send Service will be operated on a per APS Client basis,
hence file re-send requests for multiple APS Clients operating through the same
Agent will be treated as separate requests. Therefore each request shall be for either:
(a) one (1) APS Client and up to a maximum of seven (7) files per request; or
(b) Post Office and for a maximum of one (1) file per request.
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4.1.5.2 The maximum frequency of AP Client File Re-Send requests shall be two (2) requests
per Working Day but limited to a total of five (5) requests per working week.
4.1.6 Charges
The AP Client File Re-Send Service Charges are set out below in respect of those file re-send
activities detailed in Table 31 below.
Table 31
Charge Band AP Client File Re-Send Service
‘A: £447.56 Request for file re-send to Client/Agent gateway
B: £447.56 Request for file delivery to Post Office
4.1.7 Post Office Dependencies and Responsibilities
Post Office shall be responsible for the following:
(a) submission of the AP Client File Re-Send request to Fujitsu Services;
(b) liaison with APS Client; and
(c) obtaining all necessary consents, authorisations and notifications from the relevant Data
Controllers, to enable personal data to be processed by Fujitsu Services as part of this
service, in compliance with the Data Protection Act 1998.
4.1.8 Documentation Set Supporting the Service
See section 2.10 of this Data Centre Operations Service, Service Description.
4.2 New Data Centre Operational to HNG-X Application Roll
Out Complete
4.2.1 Summary
See section 4.1.1 of this Annex A to this Data Centre Operations Service, Service Description.
4.2.2 Service Definition
See section 4.1.2 of this Annex A to this Data Centre Operations Service, Service Description.
4.2.3 Service Availability
See section 4.1.3 of this Annex A to this Data Centre Operations Service, Service Description.
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FUJITSU Description 1.0
FUJITSU SERVICES Commercial in Confidence 31/08/06
4.2.4 Service Levels and Targets
See section 4.1.4 of this Annex A to this Data Centre Operations Service, Service Description.
4.2.5 Service Limits
See section 4.1.5 of this Annex A to this Data Centre Operations Service, Service Description.
4.2.6 Charges
See section 4.1.6 of this Annex A to this Data Centre Operations Service, Service Description.
4.2.7 Post Office Ltd Dependencies and Responsibilities
See section 4.1.7 of this Annex A to this Data Centre Operations Service, Service Description.
4.2.8 Documentation Set Supporting the Service
See section 2.10 of this Data Centre Operations Service, Service Description.
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J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
5.0 Annex B: POL FS Hosting Service
5.1 HNG-X
Summary
Fujitsu Services will provide the following POL FS Hosting Service components
which together comprise the POL FS Services:
a. __ platform hosting;
b. support management; and
c. non-functional testing and release management of transports.
5.1.1.2. The responsibility for hosting the presentation layer (the SAP Front End), support of
POL FS User access and printing is held by PRISM, who is separately contracted to
Post Office.
5.1.1.3. Fujitsu Services and the Post Office intend to perform the tasks assigned to them and
to follow the procedures detailed in the Working Document entitled: “POL FS
Hosting Service — Joint Working Document” (SVM/SDM/PRO/0009).
5.1.1.4. There is no requirement for printing on special stationery so Fujitsu Services will
provide no facilities for this.
5.1.1.5. There will be no interfaces with Configured POL FS other than those described in the
CCD entitled: “Horizon to POL Finance Systems Interface Specification”
(EAAIFS/001) and the document entitled “SAPADS to POL FS Application Interface
Specification” (BP/DES/030).
5.1.1.6. The service management of the POL FS Services will be delivered within the existing
service management framework between Fujitsu Services and Post Office as
described within section 3.1.4 of this Data Centre Operations Service, Service
Description.
5.1.1.7. The charges for the POL FS Hosting Service are included in the Charges for the Data
Centre Operations Service.
5.1.1.8. SAP Software will be run on three platforms, hosted within the Data Centre. The
three platforms are the:
a. Development SAP System;
b. QA/Test SAP System; and
c. Production SAP System.
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5.1.2 Service Definition
Fujitsu Services will support POL FS Users and the development and operation of Configured
POL FS by supplying the POL FS Hosting Service detailed below.
5.1.2.1 Platform Hosting
5.1.2.1.1 Fujitsu Services will host the development POL FS System and production POL FS
System within its live Data Centre.
5.1.2.1.2 Fujitsu Services will host the QA/Test POL FS System within its DR Data Centre.
5.1.2.1.3 The QA/Test POL FS System will act as the fail-over system for the production POL
FS System and will be effective within one (1) hour of the production POL FS
System failure.
5.1.2.1.4 There is no fail-over system for the development or QA/Test POL FS Systems.
5.1.2.1.5 Fujitsu Services will extend its standard Data Centre Hardware and operating system
maintenance and administration functions to encompass the POL FS System.
5.1.2.1.6 Fujitsu Services will at all times maintain the integrity of data within the POL FS
System.
5.1.2.1.7 The access control policy set out in the CCD entitled: “Security Management
Service, Service Description” (SVM/SDM/SD/0017) will be applicable in relation to
the POL FS System. In addition:
(a) Fujitsu Services will take reasonable steps to protect the POL FS System from
unauthorised external intrusion; and
(b) access to individual SAP Software instances will be restricted to authorised
users. User authority will be granted by the party making use of that instance:
namely: PRISM for instances PLD and PLQ; Fujitsu Services for instances
PLN and PLV; Post Office for instances PLE and PLP.
5.1.2.1.8 Fujitsu Services will manage and operate the technical interfaces between Configured
POL FS and the following:
(a) SAPADS (Post Office being responsible for the provision of a daily file from
SAPADS providing movements of cash and near-cash for each Cash Centre);
(b) the HNG-X Central Infrastructure, there being a daily set of files from TMS
that will be used to populate the Post Office financial ledgers with daily cash
and near cash information from Branches; and
(c) _ the initiation of batch data loads, which is controlled by the Fujitsu HNG-X
scheduling tool (Maestro). This tool may invoke programs that have been
provided to Post Office by a third party (e.g. PRISM), and which are outside
the scope of the POL FS Hosting Service provided by Fujitsu Services.
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5.1.2.2 Wide Area Network (WAN)
5.1.2.2.1 The POL FS WAN provides a network to support:
(a) a batch file interface from SAPADS to POL FS;
(b) _ the interfaces between TMS and Post Office infrastructure; and
(c) on-line POL FS Services.
5.1.2.2.2 Fujitsu Services will manage the POL FS WAN links to the Post Office Northern data
centre, through the provision and support of required network circuits, routers,
switches, firewalls and other associated Hardware.
5.1.2.3. SAP Basis Management
5.1.2.3.1 Fujitsu Services will:
(a) manage daily administration and system monitoring functions of SAP Basis;
(b) monitor the performance of SAP Basis; and
(c) undertake performance management of SAP Basis on a daily basis.
5.1.2.3.2 SAP Production business daily data backup is stored for four (4) days, after which,
the media is recycled.
5.1.2.4 Non-Functional Testing and Release Management of Transports
5.1.
.4.1 Fujitsu Services will perform non-functional testing to ensure that changes planned to
the HNG-X Service Infrastructure or Configured POL FS do not adversely impact
each other.
5.1.2.4.2 Software patches recommended by SAP, Oracle or Solaris will be reviewed quarterly
by Fujitsu Services, Post Office and PRISM
5.1.2.4.3 Software changes that Fujitsu Services and Post Office (or PRISM on behalf of the
Post Office) agree to implement will be applied to the development POL FS System
first, then to the QA/Test POL FS System and finally to the production POL FS
System.
5.1.2.4.4 Software changes (applied using the transport mechanism) will be applied in
numerical sequence. The allocation of numbers in that sequence to such software
changes will be the responsibility of Post Office and Post Office will also be
responsible for ensuring that Fujitsu Services is notified of the numbering sequence
that is used.
5.1.2.4.5 Fujitsu Services will provide transport management, testing and release management
facilities for the POL FS System in relation to PLN, PLV and PLE.
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J Description Version: 1.0
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5.1.2.5 Incident Management
Post Office and Fujitsu Services' joint Incident management processes are detailed within the
Working Document entitled: “POL FS Hosting Service — Joint Working Document”
(SVM/SDM/PRO/0009).
5.1.2.6 Service Management Reporting and Review
5.1.2.6.1 The Service Management responsibilities will include:
(a) monitoring service performance;
(b) ensuring management of the resolution of any issues that arise; and
(c) representing Fujitsu Services at the POL FS operational review forum
described in section 5.1.2.6.3 below.
5.1.2.6.2 The following Services will apply in relation to the SAP System:
(a) problem management;
(b) Business Continuity Services; and
(c) Capacity Management Services.
5.1.2.6.3 A joint POL FS forum will be established between Post Office, PRISM and Fujitsu
Services, the purpose of which will be to consider:
(a) the performance of the POL FS Services and services provided by PRISM against
the targets set out in the Working Document entitled: “POL FS Hosting Service
Joint Working Document” (SVM/SDM/PRO/0009);
(b) the impact of any forecast or planned service changes; and
(c) the impact of any service improvements.
5.1.2.6.4 Fujitsu Services is not obliged to deliver any management information or reports to
Post Office concerning Configured POL FS or the POL FS System.
5.1.2.6.5 Any management information that is agreed and supplied will be documented within
the Fujitsu Services SRB as described in the CCD entitled: “Service Management
Service, Service Description” (SVM/SDM/SD/0007).
5.1.3. Service Availability
5.1.3.1. The POL FS Production Service will be available to be logged onto by POL FS Users
during the hours of 07:30hrs to 19:30hrs, Monday to Friday, excluding Bank
Holidays, or as otherwise agreed between Fujitsu Services and Post Office.
5.1.3.2. The period between 19:30hrs and 07:30hrs the following morning will be available to
Fujitsu Services for back-up and batch processing functions.
5.1.3.3. The Fujitsu Services Duty Manager is available 24 hours a day, 7 days a week.
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5.1.3.4. The Fujitsu Services Duty Manager will be available as a point of contact for Post
Office in the event that a problem requires escalation.
5.1.4 Service Levels and Targets
5.1.4.1 General Principles
(a) The Service Level Targets applicable to the POL FS Services are set out in
sections 2.3.4.3, 2.3.5.2, 2.3.5.7 and 2.3.5.8 of this Data Centre Operations
Service, Service Description.
5.1.4.2. POL FS Availability
(a) Fujitsu Services shall measure the time that Configured POL FS in live
operational use (as opposed to in development or testing environments) is
available to be logged into by POL FS Users as a proportion of the total time
between 07:30hrs and 19:30hrs on Working Days (“POL FS Availability”).
(b) measuring time in relation to section 5.1.4.2 (a) between 07:30hrs and 19:30hrs
on Working Days only and excluding time required, following a failure, to
repair or recover Configured POL FS, the SAP Loading Applications and/or
the underlying database.
(c) If the elements of the POL FS System used to support live operational use of
Configured POL FS become unavailable and failover occurs pursuant to
paragraph 5.2 of Schedule B2 the period of such unavailability shall not be
taken into account for the purposes of assessing Fujitsu Services’ performance
in respect of the SLT set out in section 2.3.5.4 Table 9 of this Data Centre
Operations Services, Service Description.
(d) In the event that the SLT set out in section 2.3.5.4 Table 9 of this Data Centre
Operations Services, Service Description is not met, Fujitsu Services shall
provide Post Office with an analysis of the reasons for the failure. Post Office
and Fujitsu Services shall agree a reasonable rectification and improvement
plan to address the failure.
5.1.4.3. Data Loading
(a) When a new Client interface to the POL FS System is introduced by Post
Office the design target for “New Client” shall apply to data being loaded from
that Client provided that:
* no volumes in the CCD entitled “Horizon Capacity Management and
Business Volumes” (PA/PER/033) are exceeded; and
* no new physical link to the POL FS System is required.
(b) The measurement of the design targets in section 5.1.4.3 (a) shall not include
any failure to load any data onto Configured POL FS where such failure is
caused either by:
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5.1.4.4
5.1.4.5
(c)
« — the incorrect functioning of PRISM application code; or
« the incorrect configuration of Configured POL FS (including but not
limited to missing FAD) provided that such incorrect configuration is a
result of configuration activity that is not the responsibility of Fujitsu
Services.
If Fujitsu Services persistently fails to achieve the targets described in section
2.3.7.1 Table 16 of this Data Centre Operations Services, Service Description
as a result of lack of capacity or performance of the POL FS System, then
increases in capacity or performance required to address the deficiency shall be
dealt with by the Capacity Management Service.
Transaction Performance
(a)
(b)
(c)
(d)
(e)
For the purposes of this section 5.1.4.4, “SAP System Time” means the time that
it takes for the SAP Software elements (excluding network and communication
links) of the POL FS System to complete any given transaction that a POL FS
User may perform using Configured POL FS.
The Parties shall agree from time to time that a reasonable sample set of
transactions types that may be undertaken by POL FS Users (“Sample
Transaction Types”) using Configured POL FS and a target maximum SAP
System Time in respect of each such transaction type.
Fujitsu Services shall monitor the Sample Transaction Types to determine the
average SAP System Time for transactions of each Sample Transaction Type in
each Service Level Measurement Period.
Fujitsu Services shall use reasonable endeavours within the capacity and
performance constraints of the POL FS System to ensure that the average SAP
System Times for transactions of each Sample Transaction Type as measured in
each Service Level Measurement Period do not exceed the applicable target
maximum SAP System Times specified herein.
If Fujitsu Services persistently fails to achieve the targets referred to in section
5.1.4.4 as a result of a lack of capacity or performance of the POL FS System,
then increases in capacity or performance required to address the deficiency shall
be dealt with by the Capacity Management Service.
Data File Production
(a)
Provided that data is available to be extracted from Configured POL FS by the
times agreed for the commencement of the jobs to perform the extractions as
set out in the CCD entitled “/mpact Programme POL Financial System S80
Technical Specifications” (EA/IFS/030), Fujitsu Services shall use reasonable
endeavours to produce the following data files from Configured POL FS as
described within section 2.3.7.3 Table 18 of this Data Centre Operations
Service, Service Description.
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(b) The measurement of the design targets in section 2.3.7.3 Table 18 shall not
include any failure to extract any data from Configured POL FS where such
failure is caused either by:
e the incorrect functioning of PRISM application code; or
¢ the incorrect configuration of Configured POL FS (including but not
limited to missing FAD) provided that such incorrect configuration is a
result of configuration activity that is not the responsibility of Fujitsu
Services.
If Fujitsu Services persistently fails to achieve the targets described in section
2.3.7.3 Table 18 of this Data Centre Operations Service, Service Description as
a result of lack of capacity or performance of the POL FS System, then
increases in capacity or performance required to address the deficiency shall be
dealt with by the Capacity Management Service.
5.1.4.6 Failover
(a)
If the elements of the POL FS System used to support live operational use of
Configured POL FS become unavailable and failover occurs pursuant to
section 5.1.6.2 of this Data Centre Operations Service, Service Description, the
period of such unavailability shall not be taken into account for the purposes of
assessing Fujitsu Services’ performance in respect of the design targets set out
in sections 2.3.7.1, 2.3.7.2 and 5.1.4.4 of this Data Centre Operations Service,
Service Description
5.1.4.7. Performance Measures
The performance measures applicable to the POL FS Services are set out in sections 2.3.7.1,
2.3.7.2, and 2.3.7.4 of this Data Centre Operations Service, Service Description.
5.1.5 Post Office Dependencies and Responsi
5.1.5.1. Post
(a)
(b)
(c)
ilities
Office will be responsible for:
the configuration of Configured POL FS and the SAP Loading Applications;
ensuring that the interface between the HNG-X Service Infrastructure and
Configured POL FS is capable of successful operation in accordance with the
CCD entitled “Horizon to POL Finance Systems Interface Specification”
(ES/IFS/001) and that the interface between SAPADS and Configured POL FS
is capable of successful operation in accordance with the document entitled
“SAPADS to POL FS Application Interface Specification” (BP/DES/030);
making best use of available processing power by initiating the optimal number
of parallel load processes;
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(d) minimising rework in the event of a system failure, including the employment of
techniques that allow data load to restart as close as possible to the point of
failure;
(e) ensuring that data files required for loading onto Configured POL FS from
SAPADS are made available to Fujitsu by SAPADS no later than 04:00hrs each
day;
(f) ensuring that the status of bespoke batch processing jobs undertaken by or using
Configured POL FS are detectable by the management systems within the HNG-
X Service Infrastructure;
(g) providing all support and maintenance (first, second, third and fourth line) for
Configured POL FS and the POL FS Loading Applications;
(h) providing everything necessary for POL FS users to access Configured POL FS
beyond that provided by the Services and the HNG-X Service Infrastructure
including, without limitation, configuration of the POL FS Front End;
(i) managing POL FS Users and the definition and management of POL FS User
roles; and
(j) approving changes to Configured POL FS through the authorisation of OCPs or
SAP Transports.
5.1.5.2. Post Office shall comply with its obligation set out in section 5.1.2.4.4.
5.1.6 Business Continuity
5.1.6.1. In the event that an Incident or a major failure of the Production SAP System causes
the Production SAP System (situated in the live Data Centre) to be unavailable:
(a) Fujitsu Services shall notify Post Office of such Incident or failure (in such
manner as is practicable in the circumstances) as soon as reasonably practicable
and if such notification is not in written form, shall confirm in writing in
accordance with the normal practice for Incident management between the
Parties;
(b) the QA/Test SAP System (situated in the DR Data Centre) shall be used as the
failover system for the Production SAP System; and
(c) the POL FS Services in respect of the QA/Test SAP System shall be suspended
for the duration of such Incident or failure.
5.1.6.2. Fujitsu Services shall ensure that the time taken for failover referred to in section
5.1.6.1 (measured between notice being given by Fujitsu Services pursuant to section
5.1.6.1(a) and the QA/Test SAP System being re-configured for use as the
Production SAP System) does not exceed 48 hours. In the event that such failover is
required, it shall be permissible for the POL FS Services to be reduced in terms of
number of concurrent users, response times and hours of service.
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5.1.6.3. Fujitsu Services is not obliged to provide failover systems for the QA/Test SAP
System or the Development SAP System and, in the event that an Incident or a
system failure causes either the QA/Test SAP System or the Development SAP
System to become unavailable, the POL FS Services in respect of the QA/Test SAP
System and the Development SAP System shall be suspended for the duration of such
Incident or failure.
5.1.6.4. In the event that Fujitsu Services gives notice pursuant to section 5.1.6.1(a) above,
Post Office shall ensure that the QA/Test SAP System is available for failover within
two hours of such notice being given.
5.1.7 Documentation Set Supporting the Service
The document set listed at section 0.3 of this Data Centre Operations Service, Service
Description, supports the delivery of the POL FS Hosting Service. Should any elements of the
POL FS Hosting Service be changed following agreement with Post Office, Fujitsu Services
will ensure these documents are also reviewed and amended where necessary in line with
changes agreed.
5.2. New Data Centre Operational to HNG-X Application Roll
Out Complete
5.2.1 Summary
See section 5.1.1 of this Annex B to this Data Centre Operations Service, Service Description.
5.2.2 Service Definition
See section 5.1.2 of this Annex B to this Data Centre Operations Service, Service Description.
5.2.3 Service Availability
See section 5.1.3 of this Annex B to this Data Centre Operations Service, Service Description.
5.2.4 Service Levels and Targets
5.2.4.1 Service Level Targets
The Service Level Targets applicable to the POL FS Hosting Services are set out in section
3.3.5.3, of this Data Centre Operations Service, Service Description.
5.2.5 Post Office Dependencies and Responsibilities
See section 5.1.5 of this Annex B to this Data Centre Operations Service, Service Description.
5.2.6 Business Continuity
See section 5.1.6 of this Annex B to this Data Centre Operations Service, Service Description.
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5.2.7 Documentation Set Supporting the Service
See section 5.1.7 of this Annex B to this Data Centre Operations Service, Service Description.
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