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Document Title:
Document Reference:
Document Type:
Release:
Abstract:
Document Status:
Document Author &
Dept:
Document Editor (this
edition)
Document Owner
External Distribution:
Security Risk
Assessment Confirmed
Approval Authorities:
Name Role
Alex Kemp
Fujitsu Post Office Account Hosting and
Network Lead
Data Centre Operations Service: Service Description
SVM/SDM/SD/0003
Service Description — Contract Controlled Document
Release Independent
Describes the Data Centre Operations Service
APPROVED
Yannis Symvoulidis, Lead Service Delivery Manager, Fujitsu
Services Post Office Account
Matthew Lenton, Document Manager, Fujitsu Services Post
Office Account
Yannis Symvoulidis, Lead Service Delivery Manager, Fujitsu
Services Post Office Account
As Mandatory Reviewers List in section 0.3
The Security risks have been assessed and it is considered
that there are no security risks relating specifically to this
document.
See Dimensions for record
Steve Bansal
Fujitsu Services Post Office Account Business &
Application Services Interim Lead
Andy Garner
Post Office Limited Head of IT Service, FS,
Sales & Network
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
0.1 Table of Contents
0.2 Document History.
0.3 Review Details...
0.4 Associated Documents (Internal & External).
0.5 Abbreviations.
0.6 Glossary...
0.7 Changes Expecte
0.8 Accuracy.
0.9 Security Risk Assessment.
1 SERVICE SUMMARY.
2 HNG-X.
2.1 Service Definition
2.41.1
2.1.2
2.1.3
2.1.4
2.2 Service Availability.....
2.3 Service Levels and Remedies.
2.3.1
2.3.2
2.3.3
2.3.4
Fujitsu Services shall ensure that:. .
2.3.5
2.3.6
2.3.7
2.3.8
2.4 Service Limits and Volumetrics..
2.5 Assets and Licences...
2.5.1
2.5.2
2.6 Charges...
2.6.1
2.6.2
2.6.3
2.7 Dependencies and Interfaces
2.7.1
2.7.2
27.3
274
2.7.5
2.7.6
277
2.7.8
2.7.9
2.7.10
2.8 Post Office Dependencies and Responsi
2.9 Business Continuity.
2.9.1
Key activities.
Capacity Management
Managed Service Change
Service Management.
(
General Principles. .
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...
Assets.
Licenses.
Operational Fixed Charge.
Operational Variable Charge.
Additional Operational Variable Charge.
ith Other Oper:
The Service Desk......
The Service Management Service.
The Systems Management Service.
The Central Network Service
The Branch Network Service.
The Management Information Servic
The Reference Data Management Servi
The Operational Business Change (Branch Change) Service.
The Third Line Support Service..
The Security Management Service.
2
2
4
6
7
8
1
1
1
1
12
13
13
13
14
14
14
15,
15
15
16
16
16
19
20
24
-24
25
25
25
25
25
25
25
26
26
26
26
26
26
26
26
26
27
27
27
27
27
27
27
Failover from live to Disaster Recovery Data Centre.
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2.9.2 Frequency. .28
2.10 Documentation Set
3 ANNEX A: PODG CLIENT FILE RE-SEND SERVICE..
3.14. Summary.
3.2.1 Service Component:
3.2.2 Request for file re-ser
3.2.3 File re-send and confirmation to Post Office.
3.2.4 Liaison with Clien
3.2.5 Service Availability.
3.3 Service Levels and Target:
3.3.1 Operational Service Level
3.4 Service Limits.
3.5 Charges...
3.6 Post Office Dependencies and Responsibilities.
3.7 Documentation Set Supporting the Servic
4 ANNEX B: NOT USED....
5 ANNEX C: POST OFFICE DATA GATEWAY SERVICE...
5.1 Summary.
5.2 Service Definition.
5.2.1 Platform Hostin:
5.2.2 Network...
5.2.3 File Transfer Services.
5.2.4 Service Management.
5.2.5 Incident Management.
5.2.6 Service Availability.
5.2.7 Resilience...
5.2.8 Business Continuity...
5.2.9 Service Levels or Targets.
5.2.10 Capacity.
5.2.11 Changes.
5.2.12 Charges.
6 ANNEX D: COLLECT AND RETURN WEB SERVICE
6.1 Summary.....
6.2 Requirements.
6.2.1 Service Level Requirements (warranty).
6.2.2 Service Levels, Key Performance Indicators (warranty;
6.2.3 Key Performance Indicators.
6.2.4 Measurement Periods...
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0.2 Document History
Version
Date
31/08/06
Summary of Changes and Reason for Issue
Agreed
Associated Change -
CP/PEAK/PPRR
Reference
12/12/07
Changes to sections 5.1.2.1.3, 2.9.1.1 and
2.3.4.6.1
1.2
14/10/2008
Review as per CCN, see section 0.5 for changes
1.3
26/03/2009
Changes Applied to reviewed comments from
Dave Chapman, Torstein Godeseth, Dave Johns,
Dave Cooke
Is not used. Previous details of have now become
Table 4
Table 26 No longer Valid
14
27/03/2009
Table 15a added = to SLT
2.0
30/07/2009
Approval
241
29/09/2009
Review Change Section 3.2.1 & 3.9.1
3.0
08/10/2009
Approval
3.1
10/08/2010
Review prior to POLSAP-
POLSAP
3.2
25/10/2010
Review Post POLSAP-
POLSAP
3.3
14/06/2011
Major Update of Document now relevant for HNG-
X only with removal of sections 3 (Hydra) and
those SLA’s listed to be removed after HNG-X
completed. These were listed under section
3.3.2.1 General Principles v3.2 which are now
removed from this updated document :
a. section 2.3.4.4: inbound LFS;
b. section 2.3.4.5: inbound Transaction
Correction Records;
¢. section 2.3.5.3: APS to APS Clients
d section 2.3.5.7: inbound LFS; and
e. section 2.3.5.8: inbound Transaction
Correction Records.
Updated section 2.9.1.1 DR failover schedule to
reflect the current business requirements.
POLSAP; R11 post go live
changes
34
07/07/2011
Updated following comments received from
Fujitsu reviewers *
POLSAP
3.5
23/03/12
Changes to correct inaccuracies and baseline to
Release 1 of HNG-X
POLSAP
3.6
27/03/2012
Removal of annotations and amend references to
SAPADS to POLSAP.
POLSAP
3.7
09/05/12
Updated following comments received from
Fujitsu reviewers
3.8
22/08/12
Updated following comments received from Post
Office reviewers.
3.9
21/09/12
Changes to introduce PODG and Credence DR
P0704 (PODG
Client Migration)
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3.10 30/10/2012 Updated following comments received from Post I CP0704 (PODG
Office Ltd and Fujitsu reviewers Client Migration)
3.11 31/10/2012 Updated following review with internal colleagues I CP0704 (PODG
Section 2.3.4.1 Table 1: The LD figure in the Client Migration)
Liquidated Damages Formula updated in-line with
Schedule B4.4 Annex 2 Section 2.1.4 of Version
8.0 of the Agreement — 1.04p updated to 1.46p
3.12 27/12/2012 Updated following review with Internal colleagues, I CP0704 (PODG
prior to submission for review with alll parties Client Migration)
3.13 23/01/2013 Updated following comments P0704 (PODG
Client Migration)
3.14 20/02/2013 Updated following comments P0704 (PODG
Client Migration)
3.15 27/02/2013 Updated to reflect changes as per comments P0704 (PODG
Client Migration)
3.16 13/03/2013 Updated to reflect changes as per comments P0704 (PODG
Client Migration)
3.17 18/04/2013 Updated to reflect POL comments. P0704 (PODG
Client Migration)
3.18 30/04/2013 Following group review — final changes made P0704 (PODG
prior to v4.0 being submitted for approval Client Migration)
3.19 26/09/2013 Updates to 2.3.5.8 Basket Settlement
Transactions 2.7.10.1 Obligations PCI. CCN1332A (PC!)
Removal of 2.10 Documentation Set.
Addition of 6 Annex D Collect and Return CCN1342 (Collect
and Return)
3.20 30/09/2013 Amendments to Annex D to reflect service CCN 1342A (Collect
design and Return)
Revised Table 19 Section 2.10.
3.21 13/12/2013 Reference to SVM/SDM/SSD/0004 replaced with
COM/MGT/REP/0001 Transfer Asset Register
40 13/12/2013 Approval version
44 11/01/2014 I Amendment to section 2.3.5.3 SLT measure CCN 1406
5.0 04/02/2014 Approval version
5.1 17/04/2014 Updated to remove reference to POLSAP: TSS CCN1400
content at 2.3.5.6, 2.3.4.9, 2.3.7.3 and Annex B
removed. Refer to specific POLSAP Service
Descriptions in section 0.4
5.2 27/05/2014 I Added document references TSS CCN1400
5.3 03-Jun-2014 I Removed section 1.1c); 1.10; 2.10 references to TSS CCN1400
POLSAP.
54 40-Jun-2014 I All changes from v5.0 shown tracked for purpose I TSS CCN1400
of POL review
6.0 29-Nov-2016 I Approval version
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0.3 Review Details
Review
Comments by
Review
Comments to
Yannis.Symvoulidis
AccountDocumentManagementy
Mandatory Review
Role Name
Post Office Limited
Head of IT Service — FS, Sales & Network Andy Garner
IT Vendor Manager Babu Palathoti
Chief Architect (Atos, on behalf of POL) Peter Stanley
Fujitsu Services Post Office Account
Senior Commercial Manager Carol Dunford
Applications Lead Service Delivery Manager, I Yannis Symvoulidis
Service Introduction
Service Ops Manager — HNS - Post Office I Alex Kemp
Account
Service Delivery Business Continuity Manager _I Almizan Khan
Service Delivery Incident and Problem Manager / I Steve Bansal
BAS Interim Tower Lead
Operational Change/ Release Management Alan Flack
Service Architect Phil Boardman
Role Name
Optional Review
Fujitsu Services Post Office Account
Commercial Manager Krishna Topan
Security Architect Dave Haywood
Service Delivery SSC & Capacity Manager Steve Parker; SSC Duty Manager
Customer Requirements Business Manager Steve Evans
MIS Lead Mark Jones
Customer Solutions Architect Pete Jobson
Fujitsu Data Centre Service Delivery Andrew Hemingway; Edward Ashford
HNG-X Network Architect Steve Freke
HNG-X Infrastructure Architect Patrick Kelly
Business Architect Gareth Jenkins
POA Chief Architect Torstein Godeseth
Post Office Limited
Enterprise Architect Jan Trundell
Issued for Information — Please restrict this
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distribution list to a minimum
Position/Role
Name
(*) = Reviewers that returned comments
(#) = Reviewers that returned nil comments
0.4 Associated Documents (Internal & External)
Referen Version Date Title Sout
APIIFS/063 Horizon APOP Authorisation Fujitsu Services
Service Application Interface
Specification
AS/IFS/001 Horizon to Post Office Feed EDG I Fujitsu Services
Feed for Track and Trace
Application Interface Specification
AP/MAN/O04 APOP Authorisation Service Fujitsu Services
Reference Manual
AS/IFS/001 HORIZON TO Post Office Feed I Fujitsu Services
FOR Track and Trace
BP/SPE/046 APOP Definition Fujitsu Services
APIIFS/063 HORIZON APOP Authorisation I Fujitsu Services
Service Application Interface
Specification
AP/IFS/065 APOP Host System Reporting to I Fujitsu Services
Client Application Interface
Specification
CS/PRD/058 Fujitsu Services/Post Office Fujitsu Services
Interface Agreement for
Operational Business Change —
Product
DES/APP/AIS/1783 Fujitsu to Post Office PODG Log IFujitsu Services
File Application Interface
Specification
DES/PPS/HLD/2205 All Platform Service List Fujitsu Services
EA/IFS/003 Horizon to POL Financial Systems I Fujitsu Services
Interface Specification
EA/IFS/030 Impact Programme POL Financial I Fujitsu Services
System $80 Technical Interface
Specifications
PA/PER/033 8.2 HNG-X Capacity Management Fujitsu Services
and Business Volumes
POLSAP/DES/GEN/SP POLSAP Technical Interface Fujitsu Services
/0002 Specification
SVM/SDM/OLA/1797 Operational Level Agreement Fujitsu Services
between Fujitsu Services Ltd Post
Office Account and Post Office
Limited for the Post Office Data
Gateway’
SVM/SDM/PLA/0002 HNG-X Services Business Fujitsu Services
Continuity Plan
SVM/SDM/PRO/0001 POA Operations Major Incident _ I Fujitsu Services
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Management Process
SVM/SDM/PRO/0007 AP Client File Re-Send — Joint _I Fujitsu Services
Working Document
SVM/SDM/PRO/0018 RMGA Operations Incident Fujitsu Services
Management Process
SVM/SDM/PRO/1871 PODG Client Connection Fujitsu Services
Procedure
SVM/SDM/SD/0001 Service Desk: Service Description I Fujitsu Services
SVM/SDM/SD/0002 Engineering Service: Service Fujitsu Services
Description
SVM/SDM/SD/0004 Horizon Online 3rd Line Fujitsu Services
Application Support Service
Service Description
SVM/SDM/SD/0006 Systems Management Service: _I Fujitsu Services
Service Description
SVM/SDM/SD/0007 Service Management Service: Fujitsu Services
Service Description
SVM/SDM/SD/0011 Branch Network: Service Fujitsu Services
Description
SVM/SDM/SD/0012 Central Network Service: Service I Fujitsu Services
Description
SVM/SDM/SD/0013 Reference Data Management Fujitsu Services
Service: Service Description
SVM/SDM/SD/0014 Operational Business Change Fujitsu Services
(Branch Change) Service: Service
Description
SVM/SDM/SD/0016 Management Information Service: I Fujitsu Services
Service Description
SVM/SDM/SD/0017 Security Management Service: Fujitsu Services
Service Description
SVM/SDM/SIP/0001 HNG-X Business Continuity Fujitsu Services
Framework
COM/MGT/REP/0001 Asset Transfer Register Fujitsu Services
SVM/SDM/SD/2306 POLSAP Applications Support Fujitsu Services
Service: Service Description
SVM/SDM/SD/2192 Credence :Service Description Fujitsu Services
SVM/SDM/SD/2191 POLSAP Hosting Service: Service I Fujitsu Services
Description
Unless a specific version is referred to above, reference should be made to the current
0.5 Abbreviations
Abbreviatic Definition
AEI NRT
approved versions of the documents.
Application Enrolment Identification Near Real Time
AP Client Trading Day
The 24 hour period from 19.00 of a day to 18.59 of the following
day and includes all Bank Holidays and weekends
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AP Client Trading Window
Each individual AP Client will require that the transaction data for
each AP Client Trading Day or a combination of more than one
consecutive AP Client Trading Days (specified as certain days of
the week) will be captured and delivered to the AP Client. The
period which this data covers, be it one AP Client Trading Day or
more than one consecutive AP Client Trading Days is the AP Client
Trading Window.
AP Client Transaction File
The data file containing the AP transactions recorded or logged at
the Data Centre for an AP Client Trading Window
AP Client Delivery Day
The calendar day in which the AP Client Transaction File is
delivered. This will be the calendar day following the calendar day
in which the AP Client Trading Window ends.
APOP Automated Payments Out Pay
APS Automated Payments System
ARL Additional Remedy Level
Bdec Bureau De Change
co A confirmation message written by the Banking Counter
Application
CAPO Card Account Post Office
ccD Contract Controlled Document
Credence New name for POLMIS
CTS Control Total Summary
Development SAP System
Means the platform used to host the SAP Software instance known
as PLD, including PLD itself
DCS Debit Card Service
DRS Data Reconciliation Service
DVLA Department of Vehicle Licence Authority
DAYA Schedule B4.4: “Day A” means the day of the specified triggering
event (such as the date of a Transaction)
For the purpose of this document Day A refers to the calendar day
of the specified triggering event (such as the date of a
Transaction);
DAYB Schedule B4.4: “Day B” means the day following Day A
For the purpose of this document Day B refers to the calendar day
following Day A
ETU E Top Up (EPAY Service)
HR SAP Human Resources SAP System
ITIL Information Technology Infrastructure Library
LDT Liquidated Damage Target
LFS Logistical Feeder Systems
LREC Vocalink Reconciliation File
MDM Master Data Management
Msc Managed Service Change (Fujitsu)
NB Network Banking
NDA Non Disclosure Agreement
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NS&l National Savings and Investments
PAF Postal Address File
PAN Primary Account Number
PLD The Development environment where customizing and
development can be performed by Fujitsu
PLE The Test/Training ‘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 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 Fujitsu Services
PLQ The QA ‘isolated’ environment for Fujitsu 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 Fujitsu
PM Performance Measure
PODG Post Office Data Gateway
PODGe External PODG server — the client-facing PODG server
PODGi Internal PODG server — the HNG-X data centre facing PODG
server
Point of Use Point of use is defined as the share, which is used by the BRDB.
This specifically excludes time to transit through PODG
POLSAP The POLSAP Application
POLSAP File Share
A generic term to describe the areas on the POLSAP live
infrastructure that are available for other authorised Post Office
systems hosted in the Data Centre to deliver data files for import to
POLSAP or to pick up data files exported from the POLSAP.
system
POLSAP Software
The elements of the SAP Software (and any changes, updates
thereto or new versions thereof) hosted within the POLSAP Central
Infrastructure for use within the POLSAP Services
POSD
Post Office Service Desk
Production SAP System
Means the platform used to host the SAP Software instance known
as PLP, including PLP itself
POA Post Office Account (Fujitsu)
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
RPI Retail Price Index
SLT Service Level Target
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
TIP
The Transaction Information Processing system
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TPS Transaction Processing System
UPS Uninterrupted Power Supply
0.6 Glossary
Term Definition
Credence New name for POLMIS
0.7 Changes Expected
Not applicable
0.8 Accuracy
Not applicable.
0.9 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating
specifically to this document
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1 Service Summary
14 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: PODG Client File Re-Send Service of this
document;
1.2 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.
1.3 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.
1.4 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.
1.5 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.
1.6 The management of the Data Centres shall be aligned with the operational requirements
within the Branch Infrastructure.
1.7 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.
1.8 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).
1.9 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. There are single high capacity network links in each data centre.
Resilience is achieved by triangulation, for example, of the single network link into the live
Data Centre fails then traffic will use the single high capacity link into the DR Data Centre and
traverse the inter campus link. Also many network components are active / active across the
data centres. 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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2 HNG-X
2.1 Service Definition
2.1.1 Key activities
2.1.1.1 Access Control
The Data Centre Operations Service will conform to the controls and procedures around
access to the Data Centre environments as defined in the CCD entitled: “Security
Management Service, Service Description” (SVM/SDM/SD/0017).
2.1.1.2 Incident Management
e Fujitsu Services will be responsible for informing Post Office of any service affecting
Incidents.
e 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 Operations Incident Management Process” (SVM/SDM/PRO/0018) for the
following types of Incident management:
2.1.1.2.1 Branch 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.
2.1.1.2.2 Major Incident Management
Major Incidents will be managed in accordance with the Working Document entitled: “POA
Major Incident Process” (SVM/SDM/PRO/0001).
2.1.1.3. Environmental Maintenance
(a) 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:
© power generator;
co —_power UPS;
© power distribution unit(s);
© power switch;
© air conditioning units;
o fire detection & suppression units;
o physical security systems & processes;
o lighting;
o telephony and fax;
o tape libraries;
o secure storage area;
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o health and safety compliance; and
o Cleanliness.
(b) Fujitsu Services shall implement the maintenance schedule as a series of MSC’s
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:
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 CCD entitled ‘Systems Management Service, Service Description’
(SVM/SDM/SD/0006).
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. Managed Service Change (MSC)
The Data Centre Operations Service will create and/or impact Managed Service Change
MSC'’s 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:
1. 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;
2. 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
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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:
e defining the services that the supplier delivers;
* negotiating with the supplier;
* — establishing a contract with the supplier;
*® monitoring the performance of the supplier;
e performing regular supplier reviews including service initiative reviews;
*® managing problems related to the supplier; and
«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
support and enable a Post Office Branch to trade in all levels of the Post Office business and
complete Transactions at any time.
2.3 Service Levels and Remedies
2.3.1. General Principles
2.3.1.1 The Data Centre Operations Service has prime responsibility for SLT'’s with and without
associated liquidated damages and performance measures as set out in sections 2.3.4 to
2.3.8 of this ‘Data Centre Operations Service, Service Description’.
2.3.1.2 SLT’s 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:
* reported monthly via the SRB; and
® measured over a Service Level Measurement Period equating to a Post Office financial
quarter; i.e.
a) January to March;
b) April to June;
c) July to September; or
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2.3.1.3
2.3.2
2.3.3
2.3.4
2.3.4.1
qd)
October to December.
SLT’s 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.
Service Level Relief
The “HNGX Capacity Management and Business Volumes” (PA/PER/033) sets out the limits
(the Contracted Volume) 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 SLT’s, and Liquidated Damages Targets (LDT's) if applicable and affected by this
excess.
1.
a)
b)
Such adjustments shall be made on the following basis:
Fujitsu Services shall identify, for joint consideration with Post Office, any failure to
achieve the Data Centre Operations Service SLT’s and / or LDT’s 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 SLT’s or
LDT’s 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 SLT’s and LDT’s in respect of that month
shall be reported as reasonably required by the Parties;
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 SLT’s and LDT’s; and
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.
Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
Service Levels for which Liquidated Damages Apply
Values for Liquidated Damages set out below in sect 2.3.4 are baseline figures at the start of
the HNG-X contract (Trigger Point is 18th September 2009 in year 2009/10) hence will
be
uplifted annually by RPI as per the Agreement.
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2.3.4.2 Data Delivery: APS to PODG
a) APS SLT’s 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, and
trading.
b) The APS SLT’s and LDT’s are specified in this section 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
SLT’s, LDT’s 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.
c) The AP Client Transaction File shall be delivered to PODG before 03:00 of the AP Client
Delivery Day.
d) Failure to deliver the AP Client Transaction File to PODG before 23.59 of the AP Client
Delivery Day shall attract Liquidated Damages as outlined in table 1 below
Table 1: Data Delivery: APS to PODG
Description SLT Liquidated Damages Formula
Failure to deliver files to PODG by <=2(*) Number of Transactions in the non
23:59 of the AP Client Delivery Day, delivered PODG data file x
per SLT Calendar Year 1.46p(**)
(*) No more than two days on which Fujitsu fails to deliver all of the APS files by 23:59 of
the AP Client Delivery Day per calendar year
(**) 1.46p is the baseline figures at the start of the HNG-X contract (Trigger Point is 18th
September 2009 in year 2009/10) hence will be uplifted annually by RPI as per the
Agreement.
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Data Delivery Branch to POLSAP - Outbound LFS
Delivery of Outbound LFS data files containing pouch delivery data entered at a branch
before 19:00 on Trading Day A shall be delivered to POLSAP by 08:00hrs on day B.
Table 2: Data Delivery Branch to POLSAP- Outbound LFS
Description SLT Liquidated Damages Formula
LFS pouch delivery data <=3(*) liquidated damages =
file delivery failures per (L-(0.01 * T)) * £3.82 (**) or zero if the result of
SLT Calendar Year 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 POLSAP 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.
(*) No more than three days on which Fujitsu fails to deliver all of the LFS pouch delivery
data files by 08:00 on day B per calendar year.
(**) 3.82p is the baseline figures at the start of the HNG-X contract (Trigger Point is 18th
September 2009 in year 2009/10) hence will be uplifted annually by RPI as per the
Agreement.
2.3.4.3 Transaction Times: Banking Functions Transactions
2.3.4.3.1 For the purposes of Banking Functions Transactions, the SLT defined in Table 3:
Transaction Times: Banking Functions Transactions 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 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
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.
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. Any changes to the MCWP and / or MAAWP as referred to in section 2.3.4.4.2
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:
othe MCWP has expired;
o the Banking Functions Transaction is declined by the Clerk; and
o the Banking Functions Transaction fails, and
d) No other Banking Functions Transaction shall be included in the calculation set out in
Table 3 below.
Table 3: Transaction Times: Banking Functions Transactions
Description SLT Liquidated Damages Formula
Average time (T) for ALL <=2.5 seconds I Number of Transactions x( average
Banking Functions time of ALL Transactions — 2.5) *
Transactions across ALL 1.03p (*)
Network Connections (**)
(*) 1.03p is the baseline figures at the start of the HNG-X contract (Trigger Point is 18th
September 2009 in year 2009/10) hence will be uplifted annually by RPI as per the
Agreement.
(**) Daily targets measured, and aggregated over a period of one full calendar month
2.3.4.3.2 NB Request, NB Authorisation and NB Confirmation Action
Fujitsu Services shall ensure that:
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. 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.
e — There shall be no local facility within a Branch to override a NB Decline response in an
NB Authorisation.
e — 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:
1) Set as parameters in the NB System;
2) Common for all Banks; and
3) Configurable by Fujitsu Services' Reference Data,
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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 MCWP 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 Data Delivery: Outbound HR SAP
Table 4: Data Delivery: Outbound HR SAP
Description SLT
HR SAP file should be delivered to PODG by 23:59 on the 100%
day following the day defined by Post Office reference data
for the generation of the report
2.3.5.2 Central Systems Availability (Measured over a 5 year rolling period)
Table 5: Central Systems Availability (Measured over a 5 year rolling period)
Description SLT
Outages in Post Office Core Hours where the Central & Branch <=3 Core Hrs
Network, and Sales Database is unavailable at > 10% of
Branches - Per SLT Calendar Year
Outages in Post Office Core Hours where the Central & Branch <=8 Core Hrs
Network, Sales Database AND the Banking Solution (CAPO,
Santander , LINK) is unavailable at > 10% of Branches — Per
SLT Calendar Year
Outages in Post Office Core Hours where the Central & Branch <=14 Core Hrs
Network, Sales Database, the Banking Solution AND Other
Services (ETU, DVLA, PAF, APOP, DCS) are unavailable at >
10% of Branches — Per SLT Calendar Year
2.3.5.3 Data Delivery: TPS to POLSAP & Credence
Table 6: Data Delivery: TPS to POLSAP & Credence
Description SLT
Data Delivery - Outbound to Credence and POLSAP
Transaction records to Credence Shared Delivery Directory — failures <=2
per SLT Calendar Year
Horizon On-line transactions received and logged in the Data Centre 100%
between 19:00hrs and 18:59hrs daily will be available in data files in
the Credence and POLSAP File Shares and sub systems by 03:00 the
day following the cut off.
External transactions received at the point of use (*) between 20:00hrs
and 19:59hrs daily will be available in data files in the Credence and
POLSAP File Shares by 03:00 the day following the cut-off.
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Data Delivery - Outbound TPS to POLSAP Software
Transaction records loaded to Configured POLSAP Software — failures <=2
per SLT Calendar Year
Transactions received in the data files in the POLSAP File Share by 95%
03:00 shall be loaded into configured POLSAP by 07:30 the same day
Transactions received in the data files in the POLSAP File Share by 100%
03:00 shall be loaded into configured POLSAP by 09:00 the same day
(*) this specifically excludes the time taken to process the file through PODG
2.3.5.4 Data Delivery: Branch to POLSAP - Outbound LFS
Table 7: Data Delivery: Branch to POLSAP - Outbound LFS
Description SLT
Pouch delivery failures per SLT Calendar Year <=3
Pouch deliveries 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 per SLT Calendar Year <=3
Cash on Hand details delivered within 48hrs of creation date 100%
2.3.5.5 Data Delivery: Reconciliation
Table 8: Data Delivery: Reconciliation Production of Reconciliation Reports NBOOO,
NB101, NB102
Description SLT
Delivery by 08:05hrs Day B (providing the LREC is received by Fujitsu <=2 failures in
Services at 23:59:59hrs Day A) this is irrespective of a DRS failure. total per SLT
Delivery by 08:05hrs Day B (providing the LREC is received by Fujitsu I Calendar Year
Services at 01:59:59hrs Day B). If there is a DRS failure the target is
10.05hrs Day B.
If 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 such time as the data is available
If there is a failure within the Fujitsu Services domain on a system 100%
other than DRS 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 DRS or TES, then said reports will
be delivered by 18.00hrs Day B
Table 9: Data Delivery: Reconciliation Production of CAPO & Santander Files
Description SLT
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Number of failures of REC File delivered to CAPO daily by 03.00 hrs <=2
on Day B
Number of failures of REC File delivered to Santander daily by 03.00 <=2
on hrs Day B
REC Files will be delivered to CAPO by 16.00 hrs on Day B 100%
REC Files will be delivered to Santander by 18.00hrs on Day B 100%
REC Files are dispatched to CAPO and Santander by 00.10hrs daily N/A
2.3.5.6 Section not used
Table 10: Table not used
2.3.5.7 Availability: TESQA
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”.
b) Fujitsu Services shall notify Post Office in advance of the overnight start and finish times
of such overnight maintenance periods.
c) Fujitsu Services shall use reasonable commercial endeavours to:
e 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.
NB. For Table 11 below: For HNG-X , banking transactions from HNG-X branches are not
forwarded from the Branch Database to the DRS during the day. This means that for
transactions that go via the DRS, they will only be counted for SLT purposes at the point
they are received within the DRS, rather than when they are received by the Branch
Database.
Table 11: Availability: TESQA
Description SLT
TESQA availability between 07:00hrs and 22:00hrs for SLT Calendar 99.75% which =
Year <=13hrs
30minutes
downtime
Transaction received in the Data Centre between 07.00hrs and 97%
20.00hrs daily will be available within 15 minutes on the TESQA for
the SLT Calendar Year
Transactions received in the Data Centre between 20.00hrs and 97%
22.00hrs daily will be available within 40 minutes on the TESQA for
the SLT Calendar Year
Transactions received in the Data Centre between 22.00hrs on Day A 100%
and 07.00hrs on Day B daily will be available within 4 hours on the
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[ TESQA for the SLT Calendar Year l
2.3.5.8 Transaction Times: Basket Settlement Transactions
Table 12: Transaction Times: Basket Settlement Transactions
Description SLT
Average time for a Basket Settlement <= 2 Seconds
Maximum time for a Basket Settlement (within the 95 Percentile of <=7 Seconds
average basket size).
This figure is reported as a percentage.
The above 2 SLT measures are valid as long as the agreed average basket size stated in
the CCD entitled “HNGX Capacity Management and Business Volumes” (PA/PER/033
section 3.2.4 Baskets) is not exceeded.
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2.3.5.9 Section not used
Table 13: Table not used
2.3.6 Operational Level Targets
There are no specific operational level targets (OLT) associated with the Data Centre
Operations Service. However, OLT's exist and are documented in the operational level
agreements referenced in Table 19 of this Data Centre Operations Service, Service
Description.
2.3.7 Performance Metrics
2.3.7.1 Data Loaded to POLSAP
Fujitsu Services shall measure the time taken for data to become available for interrogation to
POLSAP, 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 14: Data Loaded to POLSAP.
Description PM
MDM vendors data loaded to POLSAP by 07:30 hrs Day B if the data 100%
is received by 23:59 hrs on Day A
MDM customers data loaded to POLSAP by 07:30 hrs Day B if the 100%
data is received by 23:59 hrs on Day A
MDM product data loaded to POLSAP by 07:30 hrs Day B if the data 100%
is received by 23:59 hrs on Day A
MDM branch data loaded to POLSAP by 07:3 Ohrs Day B if the data 100%
is received by 23:59 hrs on Day A
MoneyGram Data loaded to POLSAP by 07:30 hrs Day B if the data is 100%
received by 23:59 hrs on Day A
2.3.7.2. Data Delivery: Outbound CTS File to PODG
Table 15: Data Delivery: Outbound CTS File to PODG
Description PM
CTS file delivered to PODG by 07:30hrs daily 100%
2.3.7.3 Section not used
Table 16: Table not used
2.3.7.4 Query Time: TES QA
e For the purposes of assessing TESQA query time, a properly constrained Transaction
query is one of:
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a) APAN and a date / time range of 31 days or less (rolling);
b) APAN, an amount and a date / time range of 31 days or less (rolling);
c) A PAN, a Banking Functions Transaction and a date / time range of 31 days or less
(rolling);
d) A PAN, a Branch, a frequency greater than 1 and a date / time range of 31 days or
less (rolling);
e) No PAN, but an amount greater than 4,999.98 and a date range of less than one (1)
day; or
f) No PAN, but a frequency greater than four (4) and a date range of less than one (1)
day.
e If Fujitsu Services persistently fails to achieve the performance metric as defined in
Table 17 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.
e 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 17: Query Time: TES QA
Description PM
The query time for properly constrained Transaction queries on the <=20 seconds
TES QA between 07.00hrs and 18.00hrs
2.3.8 Design Targets
There is no design targets associated with the Data Centre Operations Service.
2.4 Service Limits and Volumetrics
Details can be found in the CCD entitled “HNGX Capacity Management and Business
Volumes” (PA/PER/033).
2.5 Assets and Licences
2.5.1 Assets
Assets relevant to the Data Centre Operations Service are set out within the Asset Register
(see ‘Asset Transfer Register (COM/MGT/REP/0001)).
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.
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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: “HNGX 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
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. The Service Desk
Any changes to the scope of the Data Centre Operations Services may result in changes to
the Service Desk Service (see ‘Service Desk Service: Service Description’
(SVM/SDM/SD/0001)).
2.7.2 The Service Management Service
Any changes to the scope of the Data Centre Operations Services may result in changes to
the Service Management Service (see ‘Service Management Service: Service Description’
(SVM/SDM/SD/0007)).
2.7.3 The Systems Management Service
Any changes to the scope of the Data Centre Operations Services may result in changes to
the Systems Management Service (see ‘Systems Management Service: Service Description’
(SVM/SDM/SD/0006).
2.7.4 The Central Network Service
Any changes to the scope of the Data Centre Operations Service may result in changes to the
Central Network Service (see ‘Central Network Service: Service Description’
(SVM/SDM/SD/0012)).
2.7.5 The Branch Network Service
Any changes to the scope of the Data Centre Operations Service may result in changes to the
Branch Network Service (see ‘Branch Network: Service Description’ (SVM/SDM/SD/0011)).
2.7.6 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
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Service changed this may result in changes to the ‘Management Information Service: Service
Description’ (SVM/SDM/SD/0016)).
2.7.7. The Reference Data Management Service
Any changes to the scope of the Data Centre Operations Service may result in changes to the
Reference Data Service (see ‘Reference Data Management Service: Service Description’
(SVM/SDM/SD/0013)).
If the scope of the Data Centre Operations Service changed, any alternative Service Provider
would have to take over this role.
2.7.8 The Operational Business Change (Branch Change) Service
Any changes to the scope of the Data Centre Operations may result in changes to the Service
OBC (Branch Change) Service (see ‘Operational Business Change (Branch Change) Service:
Service Description’ (SVM/SDM/SD/0014)).
2.7.9 The Third Line Support Service
Any changes to the scope of the Data Centre Operations Service may result in changes to the
Third Line Support Service (see ‘Horizon Online 3rd Line Application Support Service: Service
Description’ (SVM/SDM/SD/0004)).
2.7.10 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. Any
changes to the scope of the Data Centre Operations Service may result in changes to the
Security Management Service (see ‘Security Management Service: Service Description’
(SVM/SDM/SD/0017)).
2.7.10.1 Obligations — PCI
As per CCN1332A, to assist Post Office Ltd with their ongoing PCI-DSS compliance Fujitsu
Services have an obligation to update the PC! Server Build Document on an annual basis:
DES/PPS/HLD/2205 All Platform Service List.
2.8 Post Office Dependencies and Responsibilities
Post Office responsibilities are as set out in Schedule A5 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.
The following sub-services shall be operational from the DR Data Centre within the specified
table below of the approval for invoking Data Centre disaster recovery:
Table 18: Failover to the DR Data Centre
Service Description DR availability target from
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official notification
e Network Banking Service
(POCA/VocaLink/Santander)
e Debit Card System;
« On-line Transaction Processing Service
Within 2 hours
Automated Payments Outpay; (APOP)
Bureau Service
Web Services Including MoneyGram;
Logistics Feeder Service (LFS);
Automated Payment Service (APS)
Department of Vehicle Licensing Authority — Post
Office MOT Enquiry
Electronic Top-ups Service
Postal Address File (PAF) service
Transaction Enquiry Service (TES)
Track and Trace
PODG
Collect & Return Web Service
ecceee
ee eecee
Within 2 to 5 hours
« POLSAP
* Credence
Within 48 hours
NB:
2.9.1.2
Priority would be given to any services crucial at the time of DR e.g. DVLA if at the
beginning/end of the month. The PAF service, if the failure occurred at the Christmas
mailing peak period.
Due to the single Credence server in the live data centre the failover of Credence cannot
be performed in isolation and will require the failover of the entire data centre
Credence hosted server will be included within DR plans and the annual Data Centre
Failover
Fujitsu will make the Credence failover server available within 30 hours of agreement to
invoke DR.
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 not 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. BC and DR tests will be done at an agreed time
with POL out of normal business hours, i.e. evenings and weekends and there may well
charges associated to complete these at these times. 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
Frequency
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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 Business Continuity Framework”
(SVM/SDM/SIP/0001).
2.10 Documentation Set Supporting the Service.
In addition to the document set listed at section 0.4 of this Data Centre Operations Service,
Service Description, the document set listed in Table 19 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 19: Documentation
Document Ref Document Title
CS/OLA/046 Electronic Top Up Operational Level Agreement
HNG-X Operational Level Agreement for the POCA
CS/OLA/051 Network Banking Service between Fujitsu Services, Post
Office Ltd and HP (JP Morgan)
Operational Level Agreement for TESQA between Fujitsu
CS/OLA055 Service and Post Office Ltd
CS/OLA/057 Operational Level Agreement for Track & Trace
CS/OLA/062 Operational Level Agreement for MoneyGram
Operational Level Agreement for Network Banking
SVM/SDM/OLA/0020 I between Fujitsu Services, Post Office Ltd and VocaLink for
HNGX
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3 Annex A: PODG Client File Re-Send Service
3.1. Summary
« The PODG Client File Re-Send Service allows Post Office to request that files transferred
to a Post Office Client from PODG, including AP Client Transaction files, are re-sent to
the Post Office Client. The date on which the request is made to Fujitsu by Post Office
Limited must be within thirty days of the date on which the file was originally made
available by PODG to be transferred to the Client.
« The PODG Client File Re-Send Service is a “Call Off’ Service, with an appropriate
charge as set out in Schedule D1 of the Agreement and in section 4.5 of this document.
The service is invoked by Post Office Limited using the TfS (Triole for Service) process.
e Fujitsu Services staff will be suitably trained to carry out the PODG Client File Re-Send
Service.
3.2 Service Defi
ion
3.2.1. Service Components
The PODG 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 Post Office Client - Post Office responsibility.
Each of the above components is described within this Annex A to this ‘Data Centre
Operations Service, Service Description’. Further lower level detail is provided within the
Working Document entitled: “PODG Client File Re-Send Service — Joint Working Document”
(SVM/SDM/PRO/0007).
3.2.2 Request for file re-send
Post Office shall make the request by TfS, upon completion of a new OBC19 form. When
raising the TfS the OBC 19 unique reference will be quoted (see “PODG Client File Re-Send
Service — Joint Working Document” (SVM/SDM/PRO/0007)) and shall also contact Fujitsu
Services by telephone notifying that a request has been made. The TfS call shall state:
a) The associated OBC 19 unique reference
b) the Client name;
c) the name(s) and transfer date of the file(s) required to be re-sent;
d) whether the file(s) is to be sent to the Client or to the Post Office;
e) the addressee and location if the file(s) is to be sent on CD-ROM to Post Office; (Only in
an extreme DR situation)
3.2.3. File re-send and confirmation to Post Office
e Fujitsu Services will re-send the requested file(s) to the Client over the automated
interface between PODG and the Client or if it is advised that the PODG route is ‘not
working’ copy the file onto a CD-ROM and despatch this via secure courier, as requested
by Post Office (Only in an extreme DR situation).
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e Fujitsu Services will advise Post Office when the file “re-sends” to the Client has been
achieved or when the CD-ROM has been despatched.
3.2.4 Liaison with Client
Post Office shall liaise with the Client and advise the Client when the file has been re-sent,
and confirm that the Client has received the file.
3.2.5 Service Availability
The PODG 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.
3.3. Service Levels and Targets
3.3.1. Operational Service Levels
Fujitsu Services will use reasonable commercial endeavours to action the Post Office request
for a PODG Client File Re-Send within the Working Day on which the request is received.
However, the minimum lead-time between receipt of the PODG Client File Re-Send request
and the file re-send is four (4) hours.
3.4 Service Limits
« The PODG Client File Re-Send Service will be operated on a per Client basis. Therefore
each request shall be for either:
a) one (1) PODG Route for one (1) 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.
e The maximum frequency of PODG 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.
3.5 Charges
The PODG Client File Re-Send Service Charges are set out in Schedule D1 (Charges) of the
Agreement.
Any file resend which is requested that is as a result of a failure in the Fujitsu supplied service
will not be subject to a charge.
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3.6 Post Office Dependencies and Responsibilities
Post Office shall be responsible for the following:
a) submission of the PODG Client File Re-Send request to Fujitsu Services;
b) liaison with Client; and
¢) 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.
3.7 Documentation Set Supporting the Service
See section 2.10 of this Data Centre Operations Service, Service Description.
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4 Annex B: Not Used
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5 Annex C: Post Office Data Gateway Service
5.1. Summary
e Annex C applies to the Post Office Data Gateway (PODG) Services.
e Fujitsu Services will provide the following PODG Service components:
o PODGe - The external (Post Office client facing) PODG service. The PODGe
service uses JSCAPE managed file transfer software and the RSYNC file copying
software. PODGe provides the following services:
- A network interface to external endpoints (Post Office, Post Office clients and
Post Office suppliers) for data file transfers;
- Aweb-based file transfer service through which registered users can collect data
files from PODG using HTTPS;
- Ane-mail service for e-mailing data files to registered users;
- An anti-virus checking service;
- Aservice to synchronise files with the PODGi server;
- Adiata file housekeeping service;
- A data file logging service;
o PODGi - The internal (Fujitsu Services datacentre facing) PODG service. The
PODGi service uses CAMEL open-source integration framework for routing and
mediation and the RSYNC file copying software. PODGi provides the following
services:
- A service to audit data files transferred across the Fujitsu Services datacentre
external boundary;
- A service to process files according to the rules defined in the PODG route
definition including the transformation of files;
- Aweb-based support interface (for use by Fujitsu Services support);
- A data file compression and decompression service;
- Ananti-virus checking service;
- Aservice to synchronise files with the PODGe server;
- A data file housekeeping service;
- A data file logging service;
e The PODG service will provide technical interfaces as described in the documents
entitled:
o ‘Post Office Data Gateway to <Client> Technical Interface Specification for FTP
Connections’ (REQ/INF/TIS/1988)
o ‘Post Office Data Gateway to <Client> Technical Interface Specification for FTPS
Connections’ (REQ/INF/TIS/1991)
o ‘Post Office Data Gateway to <Client> Technical Interface Specification for SFTP
Connections’ (REQ/INF/TIS/1982)
o ‘Post Office Data Gateway to <Client> Technical Interface Specification for
Connect:Direct Connections’ (REQ/INF/TIS/1989)
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e« The PODG service will transform data in accordance with the AlSs listed in the
document entitled ‘Fujitsu to Post Office PODG Log File Application Interface
Specification’ (DES/APP/AIS/1783)
e Fujitsu Services and Post Office Limited will manage the service in accordance with the
‘Operational Level Agreement between Fujitsu Services Ltd Post Office Account and
Post Office Limited for the Post Office Data Gateway (SVM/SDM/OLA/1797)
* The service management of the PODG Service will be delivered within the existing
service management framework between Fujitsu Services and Post Office Limited as
described in section 6.2.5 of this ‘Data Centre Operations Service, Service Description’
e The charge for the PODG Service is included in the Charges for the Data Centre
Operations Service.
5.2 Service Definition
5.2.1. Platform Hosting
e Fujitsu Services will host the PODG Service within its live Data Centre. The PODGe
service will be located in a separate DMZ.
There is no test/UAT PODG service. UAT proving with Post Office client UAT systems
will use the live Data Centre PODG Service.
« The PODG Service within the DR Data Centre (normally hosting the SV&l PODG test
systems) will act as the fail-over system for the production PODG Service. The failover
availability target is documented in Table 17: Failover to the DR Data Centre.
e Fujitsu Services will extend its standard Data Centre Hardware and operating system
maintenance and administration functions to encompass the PODG Service.
* 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 PODG
Service. In addition:
o Fujitsu Services will take reasonable steps to protect the PODG Service from
unauthorised external intrusion;
o Fujitsu Services will manage and operate the PODG technical interfaces.
Access to the web-based file transfer service will be from registered network
locations.
5.2.2 Network
e Fujitsu Services will supply ISDN and Internet network services to support file transfer
interfaces between PODG and external end-points (Post Office, Post Office clients or
Post Office suppliers);
The ISDN network service is only available to existing Post Office client that transfer
data files between PODG and an external end-points using ISDN;
e Fujitsu Services will manage the Horizon Online ISDN and Internet network services;
«The external network end-point will be supplied and managed by Post Office Limited, the
Post Office client or the Post Office service supplier.
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5.2.3 File Transfer Services
e Fujitsu Services will supply:
o FTP
o FTPS (Explicit)
o SFTP
o Connect:Direct and Connect:Direct Secure Plus
file transfer services;
e Fujitsu Services will supply a web-based file transfer service to support the collection of
files from PODG by registered external users from a registered network location;
e Fujitsu Services will supply an e-mail service to transfer files to a registered external e-
mail address.
5.2.4 Service Management
Fujitsu Services will:
o Manage the daily administration and system monitoring functions of the PODG
service;
o Monitor the performance of the PODG service;
o _Re-start the PODG service daily to enliven changes to PODG routes and/or PODG
credentials;
o Back-up data files that are in-transit or which PODG has retained to meet the
operational requirements e.g. the PODG Client File Re-Send Service:
- Incoming files into PODG are retained for 7 days;
- Outgoing files from PODG are retained for 37 days.
5.2.5 Incident Management
Any incidents that impact on the PODG service provided to Post Office Limited, its Clients or
its suppliers will be reported and managed using the incident management process
documented in the Post Office Account Operations Incident Management Procedure
(SVM/SDM/PRO/0018).
Major Incidents involving the PODG service will be reported and managed using the Post
Office Account Major Incident Procedure (SVM/SDM/PRO/0001).
Any breaches of security or attempted breaches of security will be reported and managed
using the security incident management process documented in Post Office Account Major
Incident Procedure (SVM/SDM/PRO/0001) and approved by Post Office Limited and Fujitsu
Services Post Office Account.
The Fujitsu Services Duty Manager will be available as a point of contact for Post Office in
the event that a problem requires escalation.
5.2.6 Service Availability
In normal operation, the PODG service is available 24 hours every day except for the
scheduled daily re-start (see below).
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A scheduled re-start of the PODG service will occur once per day to enable new configuration
data to be activated.
The scheduled re-start will occur at 18:00. During the re-start the PODG service will be
unavailable for approximately 15 minutes.
Data files will be made available for transfer to a destination end-point as defined in the
PODG route definition which controls the processing of data files by that PODG route.
A data file transfer invoked from an external end-point may take place at any time that the
PODG service is available.
5.2.7 Resilience
The PODG service is configured on two pairs of servers (PODGe and PODGi).
Within a datacentre each server is deployed on a blade in a blade server. The blade server
provides resilience to a single blade failure. If a blade on which PODG is running fails then
the blade server will automatically restart the PODG instance on a different blade.
To provide resilience against major failures one pair of servers is located in each datacentre.
Only one pair of servers is running the live service at any one time.
The data storage used by the PODG service is mirrored between the two data centres. Data is
automatically synchronised between the mirror copies.
In the event of a site failover, the IP addresses advertised by PODGe to Post Office clients
for incoming connections are unchanged.
5.2.8 Business Continuity
The PODG service is deployed in the Fujitsu data centres.
The PODG service is configured with:
e The primary PODG service in the IRE11 data centre and a standby PODG service in the
IRE19 data centre;
« The PODG data storage is synchronised between the IRE11 and IRE19 data centres;
e The Fujitsu Services data centre network infrastructure, including the internet and ISDN
network services in both the IRE11 and IRE19 data centres.
In the event of a Major Business Continuity Incident (MBCI) with potential impact on business
continuity of the PODG service then the standard Fujitsu Services business continuity plan
(HNG-X Services Business Continuity Plan (SVM/SDM/PLA/0002)) will be invoked.
If there is a failure in the live (IRE11) datacentre, and Disaster Recovery is invoked, then the
PODG service will be operational from the standby datacentre (IRE19) within 5 hours of
approval for invoking datacentre disaster recovery being given by Post Office Limited (see
also section 2.9 Business Continuity).
5.2.9 Service Levels or Targets
There are no contractual service levels or targets for the PODG service.
Fujitsu Services Post Office Account shall use reasonable commercial endeavours to meet
the operational targets documented in the Operational Level Agreement between Fujitsu
Services Post Office Account and Post Office Limited for the Post Office Data Gateway
(SVM/SDM/OLA/1797).
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5.1.10 Capacity
The capacity of the PODG service will be managed by the HNG-X Capacity Management
Service (see HNG-X Capacity Management and Business Volumes (PA/PER/033)).
For Awareness: The original requirements PODG-146/147/148 is REQ/CUS/CDE/1397 state
that the Total Files per day will be baselined after migration of EDG routes is complete and
then allow 25% for expansion (please refer to PA/PER/033).
To increase the capacity beyond the limits specified above, Post Office Limited shall submit a
Change Request to Fujitsu Services Post Office Account.
For any further details regarding the PODG Capacity please refer to PA/PER/033 for the
contractual Capacity position in regards to PODG.
5.1.11 Changes
Post Office shall raise changes to existing data transfer services, or introduce new data
transfer services, in accordance with the process defined in ‘PODG Client Connection
Procedure’ (SVM/SDM/PRO/1871). An OBC19 form must be completed and submitted by
Post Office Ltd to Fujitsu Services Post Office Account in order to request changes to existing
data transfer services, or introduce new data transfer services. Fulfilling the service request
submitted via the OBC019 form does not require on site attendance. The service is not
directed at specific branches — it is a data centre change with all activities carried out
remotely.
The OBCO019 form must include precise details of the Post Office Ltd requirements and must
provide sufficient detail to allow Fujitsu Services Post Office Account to assess and respond
with a charge and delivery schedule. The different request options that can be requested are
broken down into categories which are detailed in the appendix to “PODG client Connection
Procedure” (SVM/SDM/PRO/1871). In general, changes will be under one of the following
areas:
Addition of new routes
Addition of new end points
Changes, including removal, to existing routes
Removal of end points
One off ad hoc changes
Consultancy.
5.1.12 Charges
The charges applicable to changes (see section 5.2.11) to existing data transfer services, or
introduction of new data transfer services will be subject to individual quotations based on
information provided on the OBC19 form submitted for the change. The change options that
can be requested and the applicable charges are defined in Schedule D1 (Charges) of the
Agreement.
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6 Annex D: Collect and Return Web Service
6.1 Summary
Post Office Limited wish to extend their ‘Local Collect’ services such that a facility exists whereby Web
Purchasers may select a local Post Office as the delivery address of their parcels. Once the parcel is
delivered to a Branch, the Web Purchaser may collect the parcel at their convenience using a suitable
method of identification.
This will be done by;
e Introducing two new platform instances in the IRE11 data centres that will run in an
active/active cluster configuration,
« Introducing two new platform instances in IRE19 for LST and two new platform instances for
Svaél
e Connectivity to the service will be through the existing Huthwaite managed link (provided by
Fujitsu)
e Re-use of the Reverse Proxy Service from Bluecoat® that is being introduced by the
Channel Integration Service
« Re-use of the Branch Database
e Re-use of the PODG gateway to transfer data to transaction and standing data between the
solution components
e Please see the relevant Service Design (DES/SVS/HLD/2143)
6.2 Requirements
6.2.1 Service Level Requirements (warranty)
SECTIONS COMPONENT DESCRIPTION REFERENCE
Shared Bluecoat Proxy Bluecoat is a reverse I DES/NET/HLD/2084
Service proxy service that is
Components being deployed for
the Channel
Integration Service
and will be utilised
by the C&R
Infrastructure I Collect & Return I Virtual platform DES/APP/DPR/2067
Components I Web Service design for C&R DES/NET/HLD/2252DES/PPS/PPD/2135
Platform DEV/INF/LLD/2087
Reverse Proxy
Server for A
Internet Low Level Design
Applications GDC Application DES/APP/HLD/2141
Components Design
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Support
Groups (ITIL
v3 Functions)
All internal
support groups
Service Description
Data Centre
Operations
Hosting and support
of the Horizon Online
platforms
SVM/SDM/SD/0003
Horizon Online
3rd Line
Application
Support Service
Technical Support
Investigation and
resolution of
software incidents
Producing
workarounds
SVM/SDM/SD/0004
Application
Support Service
(Fourth Line)
Software fixes for
CWS Web Service
SVM/SDM/SD/0005
Service
Management
Service
Management
Release
Management —
packaging and
deployment of
patches,
maintenance and
major releases to the
CWS platform
Capacity
Management — of
the CWS platform
SVM/SDM/SD/0007
System
Management
Service
Event Management
System Monitoring
(24x7)
Software Distribution
SVM/SDM/SD/0006
Central Network
Service
- The Local Area
Networks (LAN)
within the main HNG-
X Data Centres
- The Intercampus
Links between the
main HNG-X Data
Centres
- The Wide Area
Network (WAN) for
connecting the HNG-
X Data Centres to
some Post Office
Clients (DVLA,
Merchant Acquirer,
etc)
- The Wide Area
Network (WAN) for
connecting the HNG-
SVM/SDM/SD/0012
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X Data Centres to
some Fujitsu
Services test and
support
environments
- The Local Area
Networks (LAN)
within some Fujitsu
Services test and
support
environments
Security Monitors operations I SVM/SDM/SD/0017
Operations and introduces
Service specific protective
security controls to
maintain the
integrity, availability
and confidentiality of
information used and
produced by the
various Services
Key management
Processes List all processes As per BMS and POA Processes and
that apply local procedures.
Incident Horizon Incident SVM/SDM/PRO/0018
Management Management
9 process SVM/SDM/PRO/0001
Horizon Major
Incident
Management
process
Problem SVM/SDM/PRO/0025
Management
Release Planning and SVM/SDM/PRO/1520
Management deployment of
infrastructure
patching and
application fixes to
the data centre
environment
Availability Monitoring and
Management reporting of C&R
availability
Capacity C&R throughput to
Management capacity limits. Peak
load volumes.
Aggregated
availability data will
be produced at 5
minute intervals.
Proactive monitoring
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of storage capacity
on C&R platform
6.2.2 Service Levels, Key Performance Indicators (warranty)
The Collect & Return Service does not attract any SLA’s or Liquidated Damages.
6.2.3 Key Performance Indicators
6.2.4 Measurement Periods
e The performance of the Collect & Return Service during each calendar month shall be measured
against the OLT for availability, measured during the service hours.
« Where the Collect & Return Service is available but the Royal Mail web service is unable to
access the Collect & Return system due to problems arising from components that are not part of
the Collect & Return Service these periods of will not be measured against the KPI's for
availability or incident resolution. Examples of components that are not part of the Fujitsu
managed service but must be available for Royal Mail partners to access the Collect & Return
system include
o The Royal Mail web service
o The internet
o Postcode Anywhere.
e« Where Fujitsu passes an incident for resolution to Royal Mail and Royal Mail does not provide
support arrangements that are aligned to the Collect & Return Service (in terms of hours of
cover) the period of waiting for Royal Mail to commence investigation and resolution activities
that falls within the Collect & Return Service hours will not be counted against the KPI's for
availability or incident resolution.
« KPI measurements are suspended in the event of a disaster being declared and the disaster
recovery process being invoked.
e In the event of a disaster KPI calculations will only be resumed once the Collect & Return
Service has been restored to normal operation.
e« Where an emergency period of service outage has been agreed in advance with Post Office and
Royal Mail and takes place within the supported hours of operation, this period will not count
towards the availability KP! calculation.
e The KPI's identified only apply within the hours of 08.00hrs to 18.00hrs Monday to Friday and
08:00hrs to 13:00hrs on Saturday’s excluding Bank Holidays.
* Service availability is calculated using complete loss of service periods during the supported
hours of operation, ignoring any loss of service which has been pre-agreed with Post Office and
Royal Mail for application of an emergency changes and ignoring any period in which a disaster
has been declared and the service is not operating from the prime data centre.
e The calculation of resolution times for incidents is based on the supported hours of service. For
example a severity 3 incident reported at 15.00hrs on a Wednesday will be regarded as fixed
within target time if it is resolved before 15.00hrs on the following business day.
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