“ae
DATED 19TH JANUARY, 2000
POST OFFICE COUNTERS LTD.
-AND-
ICL PATHWAY LIMITED «.
THIRD SUPPLEMENTAL AGREEMENT
in
Slaughter and May
35 Basinghall Street
London:
EC2V SDB
(JRT)
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I THIS THIRD SUPPLEMENTAL AGREEMENT, being Change Contro] Note
(CCN) No. 600 is made the 19th day of January, 2000.
I BETWEEN:
I (1) POST OFFICE COUNTERS LTD., whose registered office is at Gavrelle House,
2-44 Bunhill Row, London EC1Y 8HQ (“POCL"); and
‘
FE (2) ICL PATHWAY LIMITED, whose registered office is at 26 Finsbury Square,
London EC2A 1DS (the “Contractor”).
(A) By a Codified Agreement between the parties dated 28th July, 1999 (the
ia “Codified Agreement”) POCL and the Contractor agreed to replace certain
agreements relating to the design, development, integration and establishment
: by the Contractor of a computerised service infrastructure with a single
I: agreement codifying the changes to the previous agreements.
I: WHEREAS:
I
: (B) By a Supplemental Agreement to the Codified Agreement dated 20th August,
k 1999 (the “First Supplemental Agreement”) the parties agreed that CSR
Acceptance had not been achieved at the end of the CSR Operational Trial
Review Period,
(c) By a Second Supplemental Agreement to the Codified Agreement dated 24th
September, 1999 (the “Second Supplemental Agreement”) the parties agreed
that CSR Acceptance would be deemed to have been achieved and that the
Contractor would remedy the Outstanding Faults.
(D) By clause 6.1.1 of the Second Supplemental Agreement, POCL has a right to
postpone the resumption of Roll-out from January, 2000 if any of the criteria in
Parts A to C of Schedule 4 to the Second Supplemental Agreement shall not
have been met by 24th November, 1999.
(E) Both POCL and the Contractor acknowledge that at least one of those criteria
was not met and accordingly that the right contained in clause 6.1.1 became
exercisable.
(F) In relation to those criteria relating to Helpdesk performance, further testing
has been carried out since 24th November, 1999 as a result of which the parties
have agreed that certain enhancements are required in the provision of the
Horizon System Helpdesk Service.
(G) This Third Supplemental Agreement, which is supplemental to the Codified
Agreement and constitutes CCN No. 600 of the Codified Agreement, is to
record the agreement which POCL and the Contractor have reached in relation
to the exercise of the right contained in clause 6.1 of the Second Supplemental
Agreement.
IT IS AGREED as follows:
1,
Interpretation
In this Agreement:
11
1.2
1.3
2.1
2.2
2.3
2.4
words and expressions defined in the Codified Agreement dated 28th July,
1999 (the “Codified. Agreement”) or the Second Supplemental Agreement shall
bear the same meanings when used in this Agreement (including its schedules);
“Monitoring Period” means the six week period commencing on Friday 3rd
December, 1999 and ending on Thursday, 13th January, 2000; and
“bi-directional”, in relation to a product type, means a-product type in respect
of which a Transaction may give rise to either a credit or debit for the purpose
of a cash account.
Suspension of Roll-out
POCL agrees that it will not exercise the right to suspend Roll-out under clause
6.1 of the Second Supplemental Agreement.
Each of the Contractor and POCL shall comply with the obligations imposed
upon it in relation to Help Desk improvements set our in Schedule 1 and shall
co-operate with the other in the manner envisaged in that Schedule.
Subject to paragraph 2.4 below the Contractor and POCL shall continue to
work together and to co-operate in the joint work programmes initiated in
respect of:-
2.3.1
2.3.2
the development of operational procedures to support the accounting
integrity control over the TIP interface (such operational procedures
being described in the current draft of the CCD entitled “TPS
Reconciliation and Incident Management” (CS/PRO/111)); and
to improve the end-to-end management of Reference Data over the Core
System.
The obligation set out in paragraph 2.3 above shall terminate upon the signing
of, and be superseded by:-
2.4.1
2.4.2
in the case of sub-paragraph 2.3.1, the CCD referred to in that
paragraph; and
in the case of sub-paragraph 2.3.2, the CCD, currently in draft form, to
be entitled “ICL Pathway/POCL Interface Agreement for Operational
Business Change-Product”.
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2.5
5.2
POCL and the Contractor shall endeavour to agree and sign both of the CCD's
referred to in paragraph 2.4 by 24th January, 2000 and an enhanced version of
that referred to in sub-paragraph 2.4.2 by 31st March, 2000.
Amendment to the Second Supplemental Agreement
The Second Supplemental Agreement shall be amended in the manner set out
in Schedule 2 to this Agreement.
Amendments to On-going Help Desk Service Levels
Paragraphs 4.3.2.7 to 4.3.2.9 (inclusive) of Schedule G10 to the Codified
Agreement shall be replaced in the manner set out in Schedule 3 to this
Agreement.
Enhanced Integrity Control
The Contractor hereby warrants to POCL that the Contractor's analysis of the
effectiveness of:-
5.1.1 the Accounting Integrity Control Release design (reflected by the entries
in the columns‘under the heading “AIC Detection” and corresponding
notes.in Schedule 4 to this Agreement);
5.1.2 the defensive measures referred to under the heading “Defences” in
Schedule 4 to this Agreement (reflected by the entries in the columns
under that heading and the corresponding notes); and
5.1.3. the “attribute checker” and appropriate authorisation processes.referred
to in paragraph 5.2.3 below
has been carried out by the Contractor with reasonable skill and care and that
the Contractor has accurately reported all material results of such analysis to
POCL.
In relation to the following incident types referred to in Schedule 4:-
5.2.1 in connection with that referred to in item B1 in the table at Schedule 4,
the Contractor shall develop, successfully test, deploy, and provide
POCL with adequate documentation of, processes designed to prevent
recurrence of Cash Account Discrepancies which result from.incorrect
manual adjustment of data by the Contractor;
5.2.2 in connection with that referred to in items Al5-and B2 in the table at
Schedule 4, the Contractor shall:-
$.2.2.1 in respect of bi-directional product types capable of being
transacted as at the date of this Agreement, develop,
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5.3
successfully test and deploy (in accordance with declared
POCL business rules) software to prevent recurrence of
Cash Account Discrepancies which result from incorrect
treatment of the sign (+ or -) of data values at the
Pathway to TIP interface; and
$.2.2.2 in respect of bi-directional product types or methods of
payment introduced after the date of this Agreement,
establish processes (in accordance with the CRD entitled
“Reference Data Change Catalogue” - CS/IFS/001) to
ensure that the applicable software is enhanced to
prevent incidents resulting from incorrect treatment of
the sign (+ or -) of data values at the TIP interface for
such new products or methods of payment; and
5.2.3 in connection with that referred to in item BS in the table at Schedule 4,
relating to reference data leading to the incorrect summarisation of
products 196 and 197 in the cash account, the Contractor will co-
operate with POCL and assist POCL to prevent recurrence of similar
unintended effects of reference data changes by:-
(i) developing a diagnostic tool (the “attribute checker”), which will
accurately predict the effect of applying all reference data
changes;
Gi) assisting POCL to put in place appropriate authorisation
processes; and
(iii) co-operating with POCL to define business rules and procedures
for applying the attribute checker and authorisation processes
referred to in sub-paragraphs 5.2.3(i) and (ii) above.
An initial version of the attribute checker which meets the above
requirements will be deployed by 24th January, 2000 and it is intended
that an enhanced version taking account of experience gained in live
operations will be deployed by 31st March, 2000.
The Contractor shall from the date of this Agreement until the end of the TIP
Integrity Checking Period make available to POCL promptly upon request
appropriate experts'to explain to POCL the Contractor's analysis of all root
causes of Cash Account Discrepancies and the measures which the Contractor
shall have implemented in order to prevent the recurrence of any Cash Account
Discrepancies which would not have been detected by the Accounting Integrity
Control Release.
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6. Amendments to Schedule GO1 to the Codified Agreement
Paragraph 3.6 of Schedule GO1 to the Codified Agreement shall be replaced in
the manner set out in Schedule S to this Agreement.
iscellaneous
7.1 The Rectification Timetable shall be amended to the extent necessary to reflect
the terms of this Agreement in respect of Acceptance Incidents 376 and 408.
7.2 Save as expressly amended by this Agreement, the provisions of the Codified
Agreement and the Second Supplemental Agreement shall continue in full force
unaffected by this Agreement.
IN WITNESS WHEREOF this Third Supplemental Agreement has been executed on
behalf of the parties as follows:-
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Schedule 1
PartA
Help Desk Improvements
The Contractor shall implement the following improvements to the services provided
by the Help Desk in accordance with the timetable set out in Part B of this Schedule 1.
POCL shall co-operate with the Contractor to-enable the Contractor to comply with its
obligations set out in this Schedule 1 and shall perform such obligations as are
imposed on POCL in this Schedule 1. Certain terms used in this Schedule 1 are
defined in paragraph 10 of this Part A.
1.
part
1.2
Call Scripts
The Contractor and POCL agree that separate call scripts shall be introduced to
be followed by Help Desk staff in relation to:-
(a) out of hours stock units (for example Lottery and associated prize
allocations); and .
(b) discrepancies and dealing with reversals and suspense accounts.
Drafts of such scripts shall be prepared by the Contractor and delivered to
POCL. POCL shall promptly review them and provide any comments thereon
to the Contractor, The Parties shall work together to agree such scripts, such
agreement not to.be withheld or delayed by either party.
The Contractor shall initiate and promote the further development of the
scripts used for cash account calls. The Helpdesk Forum shall be used by the
Contractor to present any changes which it proposes to make thereto and to
allow POCL to present feedback on, and agree to, such proposed changes. The
Contractor shall be responsible for ensuring that effective change control
processes are used to make agreed changes to the scripts.
Further training
The Contractor shall undertake further training of Helpdesk staff and/or take
appropriate action to ensure that such-staff are acquainted with the areas of
POCL's business set out at (a) to (c) below (to the extent that relevant
information has been provided by POCL),and with the use of the Contractor's
services to support such business areas:-
(a) Procedures relating to the use of the transaction log to identify errors;
(b) procedures relating to transfers between stock units; and
(c) circumstances in which a business rule needs to be invoked by the
Network Business Support Centre.
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In addition, the Contractor shall promptly develop procedures reasonably
satisfactory to POCL to ensure that, if new procedures or products (for
example, Family Tax Credit) are introduced by POCL and information relating
thereto is provided to the Contractor in a suitable form, the Help Desk has the
means quickly to acquire knowledge of such new procedures or products.
Conformance to Scripts
The Contractor shall re-emphasise to Technical Support Analysts at the Help
Desk the necessity to use the “first script”to identify both where the User is
within the system and also the appropriate starting point to use in subsequent
scripts. The Contractor shall ensure that all new Technical Support Analysts
follow all Help Desk scripts. POCL will communicate to all its Outlets the
rationale behind using scripts in Support Centres.
Proactive Improvement Process
The Contractor shall adopt a proactive improvement process for dealing with
cash account calls, which may result in changes to scripts and/or improvements
in the training programmes for Users and/or Technical Support Analysts. The
Contractor shall keep POCL informed of the output of this process at meetings
of the Helpdesk Forum, at which POCL shall inform the Contractor of any
improvement opportunities identified from any audit of cash account cails
carried out by POCL under paragraph 4.3.2.11 of Schedule G10 to the Codified
Agreement.
Call Resolution Coding
The Contractor shall review its closure codes.for cash account calls and POCL
will assist in this exercise by informing the Contractor of its classification of
cash account calls. The Contractor shall use this information to identify
opportunities for improving its Help Desk service.
Interface Agreement
The parties shall establish an interface agreement to demarcate responsibilities
between, and ensure that consistent procedures are used by, the Help Desk and
the Network Business Support Centre and to reduce the number of calls being
transferred inappropriately between Support Centres. The parties shall work
together to reduce the number of such calls.
Helpdesk Forum
There shall be a forum known as the Helpdesk Forum consisting of
representatives from the Help Desk, the Network Business Support Centre, the
Contractor and POCL. The Helpdesk Forum shall meet on a monthly basis, the
first meeting being scheduled to be held on 27th January, 2000, and shall
report to the Horizon Service Review Forum. Its objectives will be defined by
10.
10.2
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the parties and will include-im provements to call] scripts and reduction of the
number of calls being ‘transferred inappropriately between Support Centres.
POCL shall use reasonable endeavours to provide the Help Desk with advance
notice of:changes to procedures to be included in forthcoming issues of
“Counter News” and shall inform the Helpdesk Forum of the processes that
POCL has pur'in place so.to do.
Electronic Link between Support Centres
The parties shall-investigate the-findings from the recent feasibility study asito
whether calls can be transferred electronically between Support Centres and
Shall consider whether to develop:and implement an.electronic'link to enable
this to occur.
Horizon Guide to Balancing
The Contractor shall review all cash account call scripts in use at the date of
this Agreement and shall ensurethat they are consistent with the guide
produced by POCL (and provided to the Contractor,prior to the date ofthis
Agreement) called “Balancing with Horizon’.
Interpretation
In this schedule 1:
“cash account calls” has the meaning ascribed thereto in paragraph 4.3.2.13 of
Schedule G10 to the Codified Agreement;
“Support Centres” means the Help.Desk and the Network Business Support
Centre and “Support Centre” means either of them; and
“Helpdesk Forum” means the forum to be established pursuant to paragraph 7
of this Part A of Schedule 1.
In the timetable set out in Part B of this Schedule 1:
“HSH” means the Help Desk;
“TSA” means.a Technical Support Analyst, employed to provide Help Desk
‘services on behalf of the:Contractor;
“NBSC"” means the Network Business Support Centre;.and
“Interface Agreement” means the interface agreement referred to-in paragraph
6 of this Part A of this Schedule 1.
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Schedule 1
Part B
Timetable for Implementation
of Help Desk Improvements
PartA Deliverable By Date Person
Paragraph Responsible
1.1 Pre work on new call scripts for 11/01/00 Completed HSH
lottery stock unit, reversals and
suspense account.
M1 Current processes and procedures I 11/01/00 Completed I HSH
for:
1. Procedures surrounding
the use of the transaction
log to identify errors.
I. Procedures surrounding
the transfer between stock
units.
1136 Where a business rule
needs to be invoked by the
NBSC.
11 New scripts completed and 14/01/00 Completed HSH/POCL/
problem areas reviewed. Contractor
1.1 New documentation presented to I 17/01/00 HSH
TSA's.
11 New documentation introduced 19&20/01/00 HSH
into live environment.
9 Scripts.reviewed against Guide to I 24/01/00 HSH/POCL
Balancing
1.2 Helpdesk Forum Agenda to 27/01/00 Contractor
include Cash Account Script
Amendments (pre work to draft.
10
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amendments will take place prior
to this by the Contractor). This
will be an ongoing exercise.
1.2 Change Control Processes for Cash I 27/01/00 Contractor
Account scripts are introduced by
the Helpdesk Forum but managed
by the Contractor
3 Contractor to reinforce use-of 19/01/00 Contractor
initial scripts and instruct new
TSA's to use the scripts for
resolution
3 POCL will communicate to the 28/02/00 POCL
Network the rationale for using
scripts within the Support Centres
4 Proactive Improvement Plans will I 27/01/00 Contractor
be presented to the Helpdesk
Forum when identified
5 Contractor will review the cash 27/01/00 Contractor
account call closure codes against
POCL classification
5 Contractor will implement those 28/02/00 Contractor
new call classification codes which
are agreed with POCL
6 Contractor and POCL tohave had I 14/01/00 Contractor/
an initial meeting to discuss the POCL
Interface Agreement
6 Draft Interface Agreement will be I 19/01/00 Contractor
issued for review
6 Follow-up workshop to discuss the I 27/01/00 (see note) Contractor/
draft Interface Agreement POCL
6 Interface Agreement finalised 28/02/00 Contractor/
POCL
7 Helpdesk Forum has been 27/01/00 Contractor/
established; first meeting POCL
scheduled to take place. Future
monthly meetings will be
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scheduled. ~T
7 Terms of Reference and objectives I 28/02/00 Contractor/
to be agreed for the Helpdesk POCL
Forum.
8 A meeting to discuss the 31/01/00 I Contractor/
Feasibility Study Findings will be POCL
scheduled.
9 Contractor will review impact of I 17/01/00 Contractor
Balancing Guide on the scripts
and feedback to POCL
Note: this meeting is targeted for 27/1/2000 and the Parties shall use their
reasonable endeavours to ensure, that it takes place no later than 14/2/2000.
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Schedule 2
Amendments to the Second Supplemental Agreement
1. In Clause 7.2(ii) of the Second Supplemental Agreement the word
“discrepancy” shall be deleted and replaced by the words “Cash Account
Discrepancy”.
2. New Clauses 7.6 and 7.7 shal] be added to the Second Supplemental
Agreement as follows:-
! “7.6 For the purposes of the criterion set out in paragraph (i) of Part D of
‘ Schedule 4 to this Agreement there shall be disregarded:-
(i) any Cash Account Discrepancy which POCL agrees (such
agreement not to be unreasonably withheld) would have been
prevented by the application of those additional reference data
controls (including the “attribute checker”) currently being
jointly developed under the parties’ joint review of end to end
reference data management which are (in POCL's reasonable
1 opinion) likely to be properly deployed prior to 24th January,
I 2000; and
i (ii) any Cash Account Discrepancy caused by a “Not Data Error” (as
' defined in paragraph 3.6 of Schedule G01 to the Codified
I Agreement).
l 7.7 For the purposes of:-
7.7.1 the'criterion set out in paragraph (i) of Part D of Schedule 4 to
. I this Agreement; and
7.7.2. establishing the duration of the TIP Integrity Checking Period
I there shall be disregarded:-
. I qi) any Cash Account Discrepancy resulting from the opening
balance used by TIP being incorrect as a result of.a Data Error
whose incidence shall have already given rise to an earlier Cash
I Account Discrepancy; and
Gi) any Cash Account Discrepancy caused by a “Not Data Error” (as
defined in paragraph 3.6 of Schedule G01 to the Codified
Agreement.”
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3. Part D of Schedule 4 to the Second Supplemental Agreement shall be amended
as follows:-
(i) at the beginning thereof the word “The” shall be deleted and replaced
I with the words “Subject to Clauses 7.6 and 7.7 of this Agreement, the”;
(ii) in paragraph (i) thereof, the reference to the period from
I 3rd October, 1999 until 14th January, 2000 shall.be replaced by a
reference to the period from 2nd December, 1999 until
. I 12th January,:2000; and
: (iii) in paragraph (iii) thereof the words “after the date of this Agreement”
I shall be replaced with the words “during the Period from
2nd December, 1999 until 12th January, 2000”.
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Schedule 3
Amendments to Paragraph 4.3 of
Schedule G10 to the Codified Agreement
Paragraphs 4.3.2.7 to 4.3.2.9 of Schedule G10 to the Codified Agreement (as
incorporated by paragraph 4 of Schedule 5 to the Second Supplemental
Agreement) shall be deleted and replaced by the following:-
“4.3.2.7
4.3.2.8
4.3.2.9
All calls made to the Help Desk seeking advice and/or guidance
relating to cash accounts shall be answered by first line Help
Desk staff. Where calls need to be dealt with by staff with
greater expertise the calls shall be transferred to an appropriate
expert. in not less than 95% of cases such transfer shall occur
immediately. In the remaining cases the caller shall be called
back by an appropriate expert within 20 minutes of the
conclusion of his original call to the Help Desk.
The Contractor shall use reasonable endeavours to ensure that
all advice and guidance given by the Help Desk is adequate to
ensure that each issue on which advice and/or guidance is
sought is adequately resolved in a manner which does not hinder
completion of the cash account and associated processes. .
POCL may verify this performance by analysis of tape-recordings
of Help desk calls under the provisions of paragraph 4.3.2.11
below. The principles.to be applied in this verification.are set
out in paragraph 4.3.2.13 of this Schedule G10.
No liquidated damages provision or termination threshold
applies in relation to the service level described in this
paragraph 4.3.2.8.
Approved call scripts shall be correctly followed by Help Desk
staff in not less than 95% of cash account calls aggregated over
all the Help Desk Weeks which end in that month, as measured
by joint analysis by the Contractor and POCL of tape recordings
of Help Desk calls. For the purposes of this paragraph 4.3.2.9:-
(a) the principles to be applied in this measurement are set
out in paragraph 4.3.2.13 of this Schedule G10;
(b) the Contractor shall deliver all necessary tapes to POCL
(recorded in the manner agreed with POCL) in respect of
each Help Desk Week by no later than the Monday
morning following the end of that Help Desk Week;
4.3.2.10
4.3.2.11
4.3.2.12
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(c) POCL shall review the recordings and report its findings
to the Contractor within five working days following
receipt of such tapes; and
(d) when ic is judged by POCL that the service level has been
met successfully in respect of. a Help Desk Week the
recordings will not be examined further (unless otherwise
agreed between POCL and the Contractor) and the tapes
may be recycled.at the Contractor's discretion.
During the Monitoring Period the Contractor shall. measure and
report to POCL the Contractor’s performance against the service
levels contained in paragraph 4.3.2.1 of this Schedule G10 on a
daily basis for Wednesday and Thursday in each Help Desk
Week. The report for each of the first five Help Desk Weeks in
the Monitoring Period shall be provided to POCL no later than
the Monday following the end of that Help Desk Week. In
respect of the sixth Help Desk Week the Contractor shall report
to POCL the Contractor’s performance for the period up to and
including Wednesday of that week and deliver such report by 6
p.m. on Thursday 13th January, 2000.
Following the end of the Monitoring Period the Contractor shall
at any time upon written request by POCL given not Jess than
two days prior to the first Wednesday of any month, measure
and include in the Contractor's monthly service review report to
POCL for that month the Contractor's performance-against the
service levels contained in paragraph 4.3.2.1 of this Schedule
G10 on a daily basis for Wednesday and Thursday in each Help
Desk Week which ends in that month. .
No separate liquidated damages provision or termination
threshold applies to daily performances reported pursuant to this
paragraph 4.3.2.10.
The Contractor'shall with effect from 8th December, 1999 install
and thenceforth at all times have available the necessary
equipment to enable Help Desk calls to be recorded for the
purposes of paragraphs 4.3.2.8 to 4.3.2.10 above. The
Contractor shall, on not less than two days’ written notice,
implement recording of cash account calls at-POCL’s.request for
periodic audit purposes. POCL shall be given access to all such
recordings as soon as reasonably practicable following its
demand therefor at any time during normal working hours or
any other time when the Help Desk service is operational.
To the extent that such notification is required.by law, the
Contractor shall be responsible for ensuring that Help Desk staff
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16
are properly notified that calls will be recorded and POCE shall
be responsible for ensuring that Users (and others who call the
Help Desk on POCL business) are properly so notified.
4.3.2.13 For the purposes of this Schedule:-
“Help Desk Week” shall mean each week commencing on the
opening of business on a Friday and ending on the close of
business on the following Thursday;
“Monitoring Period” shall mean the six week period
commencing on Friday 3rd December, 1999 and ending on
Thursday 13th January, 2000; and
“cash account calls” means calls to the Help Desk relating to
cash accounts.
4.3.2.14 The sample sizes and sampling methodology for measuring
compliance with approved scripts for cash account calls under
paragraphs 4.3.2.8 and 4.3.2.9 of this Schedule G10 will be
developed by POCL such that in the long term they would be
expected to result in a “false failure rate” of 5% or less in each
service level measurement period, and a “false success rate” of
10% or less in each service level measurement period.
These rates are defined in terms of the outcomes set out in the
following table:
Sample estimate of Sample estimate of
compliance rate less compliance rate greater
than 95% than or equal to 95%
True compliance rate less I True failure False success
than 95%
True compliance rate False failure True success
greater than or equal to
95%
The “false failure rate” is the expected number of false failure
outcomes expressed as a proportion of the total of true and false
failure outcomes.
The “false success rate” is the expected number of false success
outcomes expressed as a proportion of the total of true and false
success outcomes.
17
The method for'selecting samples and determining sample sizes
to achieve the above characteristics will be decided by POCL and
recorded in a Contract Controlled Document. The Contractor
will be entitled to review this to gain assurance that the
methodology is;in.Jine with accepted practice in statistical
sampling, and to require POCL to make changes if it is not. Any
disagreements about appropriate statistical methodology will be
resolved by reference to Chapter 7.13 (“Determining Sample
Size.to Control Type I and Type I! Errors") of the publication
. “Business Statistics for Management and Economics” by Wayne
W. Daniel and James C. Terrell, 7th Edition, 1995.
POCL will carry out the initial analysis of the tapes (which will
be provided by the Contractor) and will document findings in
relation to which calls are.and are not compliant with the
relevant scripts.
The Contractor will review and agree these findings, or provide a
factual statement of any cases where it takes a different view of
the compliance. In the event of any disagreement as to
compliance, the matter at issue shall be dealt with in accordance
with Clause 807 of the Codified Agreement.
To the extent that the method involves more than one stage of
sampling, POCL may decide to deem the service level to have
been achieved on the basis of the first stage sample,
notwithstanding that that sample estimate may show a
compliance level below 95%.
Once sufficient samples have been analysed to comply with the
requirements for probabilities of errors as above, then either
party may request a full analysis of all calls in the relevant period
(rather than a sample). In.that case, the results based on the full
analysis will be used in place of the sample estimates and in the
event of any disagreement as to compliance, the matter at issue
shall be dealt with in accordance with Clause 807 of the Codified
Agreement.
The reasonable additional costs of both parties will be borne by
the party requesting such a full analysis.”
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Schedule 4
Error Matrix
Tacident Defences (See note(6)) AIC Detection (See note (7))
Pathway I TIP Incident Types Incident SEE I Root Preventative I Harvester I By daily I Reported I By daily I By By By
Incident I Incident Classification. I NOTE I cause fix I code record I checks I daily by I checks I weekly I weekly I weekly
Number (in place rejection I at Harvester I at tHost I cheeks I checks I Receipts
No. or counter at athost I not equal
Intended) counter to
Payments
check
Parca Incidents as listed in TIP
Incident Status Report as at
20th Oct 1999
ar 621 Deleted stock unit ("SU") I ¥ Y ¥ Y Y
az 846 ‘SU double roll rs ¥ Y Y
x) SS Missing mode Reversal I C Y ¥ Y Y Y
ry) 856 New SU D Y 7 Y
a5 657 SU Name with blank first I D Y ¥. 7
character
a6 a58 Missing timestamp c Y Y Y Y Y Y
47 866 Product deleted with D Y Y Y Y
current transactions
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Incident Defences (See note(6)) AIC Detection (See note (7))
Pathway I TIP Incident Types Incident SEE {I Root Preventative I Harvester I By daily I Reported I By daily I By By By
Incident. I Incident Classification I NOTE I cause fix I code record I checks I daily by I checks I weekly I weekly I weekly
Number (in place rejection I at Harvester I at Host I checks I checks I Receipts
te or counter at athost I not equat
intended) counter to
Payments
check
ry 869 Missing mode - OBCS c ¥ Y Y Y Y
suspend
a9 873 Missing mode — scales c ¥ Y Y Y Y
‘Ai0 389 Replication recovery é Y Y ¥
ail 09 Fee migration correction I F @ fv Y Y Y Y
error
Al2 873 Corrupt .dll files on LT2 * @ Y 7
migration
ANS 910 Multiple simultaneous roll- I A Y T 7
over
aia 919 OBCS swipe permittedin I C Y 7
invalid mode
rAIS 913 ‘Signage issue on interface I G @ ¥
AI6 692 Missing mode - unassigned I C ¥ Y ¥ Y ¥
cause
Pant B
New incidents
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20
Incident Defences (See note(6)) AIC Detection (See note (7))
Pathway I TIP Incident Types Incident SEE I Root Preventative I Harvester I By daily I Reported I By daily I By By ty
Incident I incident Classification ] NOTE I cause fix I code record I checks I daily by I checks I weekly I weekly I weekly
Number (in plece rejection I at Harvester I at Host I checks I checks I feceipts
‘ or counter at athost I not equal
a intended) counter to
Payments
check
BI 935 Negative sign on ¢c ¥ Y Y Y Y
Transaction numbers
B2 940 Settlement of the Reversal I G @ [¥
of the settlement of a stock
adjustment
BS 951 Incorrect recording of stock I A Y ¥ ¥ ¥ Y
transfer transactions (and
consequences)
BA 961 Missing cash account G @ /¥ Y Y
because of null cash
account 1D
BS 934 Reference Date Error on G
product 196
BG 939 Invalid ITM ¢c ¥ Y
87 943 Migration of erroneous F
ECCO transfer transaction
BB 963 ‘APS reversal tans with ¢ Y Y Y ¥
missing O-mode
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Incident Defences (See note(6)) AIC Detection (See note (7))
Pathway I TIP Incident Types Incident SEE I Root Preventative I Harvester I By daily I Reported I By daily I By By By
Incident I Incidence Classification I NOTB I cause fix I code record checks I daily by checks I weekly I weekly I weekly
Number (in place rejection I at Harvester I at Host. I checks I checks I Receipts
No. or counter at athost I not equal
intended) counter to
Payments
check
Bo 936 Missing primary mappings I F Y 7
in ref data.
B10 949 Cash account with zero & Y¥ Y Y
Bi2 983 Transfer Out transaction ¢ @) 7 7
within a DDN session
Bia 984 Problem with persistent D Y Y Y Y
object index updates
Bi7 1003 Deletion of non-core ref F @) Y 7
data
Bis 1007 Global Objects version issue I D 7 7
B20 1002 Volume only transaction in. I D Y Y Y 7 Y
deleted SU
B21 1085 Partial transfer ‘D y 7
B22 998 Field size problem c Y ¥ 7 7
B23 1028 Message insertion issue F @ [¥ Y Y Y Y
(duplicates Al1)
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Incident Defences (See note(6)) ‘AIC Detection (See note (7)
Pathway I TIP Incident Types Incident SEE I Root Preventative I Harvester I By daily I Reported I-By daily I By By By
Incident I Incident Classification I NOTE I cause fix I code record checks I daily by I checks I weekly I weekly I weekly
Number (in place rejection I at Harvester I at Host I checks I checks I Receipts
No or counter at achost I not equal
intended) counter 10
Payments
check
B24 965 ‘Apparent discrepencies in I G oy
“week 2”
B25 N/A Migration of incorrect office I F 7
B/F balance
B26 974 Replication timing problem I D 7
B27 1036 Transaction input by User I F ¥
to wrong week
NOTES
General — Interpretation of the above matrix
The columns headed ‘Incident’ define the incidents which the Defences and AIC
Detection are designed to address
Each of the TIP Incident Numbers refers to the incident number given to the first
occurrence of the incident of that type.
The columns headed ‘Defences’ summarise the defences which have (or will be) put in
place to deal with the relevant incidents. In some cases it will be seen that there is
more than one category of defence. These are additive layers of system resilience,
and should be interpreted as follows:
If there is a root cause fix, then defensive code, if also present, would not be exercised
unless either the root cause fix was found in some circumstances to be ineffective or
another hitherto undiscovered root cause caused the same symptom. Taking for
example A6, the cause of the missing timestamp underlying the reported incident has
been fixed, and so the second defence (the repair of the defective record by the
harvester) is inactive, but would be activated by some new "bug" which also caused a
missing timestamp.
The harvester rejection is described as a defence because it prevents defective records
reaching TIP. If there is either a root cause fix or defensive code executed at the desk
top then the harvester will not reject the record, as records reaching the harvester will
be correct. The harvester would reject the record if the fix failed (and indeed for most
transaction errors did originally reject the records, which was how the error was
detected by TIP).
The columns headed ‘AIC detection’ set out the reaction the AIC would have made to
the various categories of reported errors had it been active at the time. Where these
errors have been either fixed or defended against the AIC will of course not now have
anything to detect. The third defence, harvester rejection, itself causes AIC detection,
as quite apart from anything else which the AIC may have detected it will now also
detect that a record which was present at the counter has not reached the host.
Specific — bracketed numbers in table refer
1. This bug resulted in transactions not being generated. The transactions which
were in the message store were correctly brought to account.
2. The underlying incident is now understood and can be reproduced. The error
does not occur in the CSR+ code and work continues to understand how to
resolve the issue in the current code.
3. This incident type may result in a failure of the service level referred to in
paragraph 3.1 of Schedule G10 but is not a Data Error as the relevant data are
rejected at the TIP interface.
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Root cause was a migration error. The reported error is’the secondary effect of
the centrally introduced migration correction not-being harvested to TIP,
although the cash account was corrected as requested by POCL.
Root cause was incomplete definition of signage agreed between Pathway.and
TIP, now complete.
"Defences" - definitions of terms used as column headings.
The intended purpose of each of the defensive measures referred to in the
column headings is described in the definitions below.
Root cause fix means a software fix applied to rectify the cause of the incidents
reported by TIP in the relevant categories.
Preventative Code means code added to the Horizon software either to detect
and prevent an inappropriate user action (such as deletion of an active stock
unit) which would have adverse system consequences, or to detect a system
error (such as a null cash account id) and prevent the effects of that error
propagating through the system.
Harvester Record Rejection refers to the action taken by the software agent
which harvests records to be sent to TIP when it detects a record as being in
error. In this circumstance the agent refuses to harvest the record, instead
reporting it for investigation and/or correction.
AIC Detection - definition of terms used as column headings:
The checks performed by each part of the AIC software will be as defined in
PI/DES/002, which was re-issued at v0.8 on 22/12/99. This adds to v0.7 a
new section 4.6.5, which describes the test performed by the host AIC software
to detect and report on instances when the cash account payments table total
does not equal the cash account receipts table total.
Daily checks at the counter refers to the error reporting performed daily by the
counter software (by writing error messages:in the message store for,central
recovery and reporting) as distinct from the daily production of control totals
for subsequent use either by the host or by the weekly counter AIC processes.
This reporting is described in PI/DES/002, particularly within sections 3.2,
4.1.3,.and 4.3.4.
Reported by the Harvester refers to the daily error reporting by the harvester
agent, for those outlets where an End of Day marker is present, when records
are found which cannot be harvested for onwards transmission to TIP because
they fail validation checks. This reporting is described in PI/DES/002,
particularly within sections 4.4.1, and 4.3.4.
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Daily checks at the Host refers to reporting of errors detected when the host
AIC software checks the data harvested for each outlet with the counter
generated control totals placed in the message store for this purpose. This
reporting is described in PI/DES/002, particularly within sections 3.1 and
4.5.1.
Weekly checks at the counter refers to the error reporting performed weekly by
the counter software (by writing error messages in the message store for
central recovery and reporting) as distinct from the production of weekly
control totals for subsequent use by the host AIC processes. These errors may
be detected by comparison of the cash account to the control figures
accumulated daily at the counter. This reporting occurs every day, for those
outlets for which a cash account has been produced and is described in
PI/DES/002, particularly within sections 3.2, 3.4, 4.1.2, 4.1.5, 4.2.3 and 4.3.5.
Weekly checks at the Host refers to reporting of errors.detected when the host
AIC software checks the cash account sub-file for an outlet with the counter
generated control totals placed in the message store for this purpose. This
reporting occurs every day, for those outlets for which a cash account has been
produced and is described in PI/DES/002, particularly within sections 3.3 and
4.5.2.
Receipts:not equal to Payments check refers to reporting of errors detected
when the host AIC software checks the. cash account sub-file for an outlet to
ensure that the totals for the Payments table and the Receipts table contained
within the sub-file are equal. This reporting is described in PI/DES/002, section
4.6.5.
Preventative code is.being developed.
This will not cause-errors in the POCL domain provided the corrected data is
transmitted electronically within five working days of the occurrence of the
error. In cases where a Manual Error Report is submitted within five working
days of the occurrence of the error POCL will be able.to use this to correct the
following week's opening balance as well as the original error.
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Schedule 5
Amendments to Paragraph 3.6 of Schedule GO1
1. The table contained at Schedule 4 to this Agreement shall be added as Annex 1
to-Schedule GO1 to the Codified Agreement.
2. Paragraph.3.6 of Schedule GO1 to the Codified Agreement (as inserted by CCN
562) shall be deleted and replaced by the following:-
“3.6.1 Interpretation of Paragraph 3.6
3.6.1.1 For the purposes of this paragraph 3.6:-
“Cash Account Error” means an electronic cash account presented by TMS at
the TIP interface which is not an accurate record of the corresponding cash
account which was irrevocably committed by the relevant User;
“Cash Account Period” means each period (normally of seven days ending on a
Wednesday) to which POCL shall have allocated, or shall subsequently allocate,
a Cash Account Period Number and of which it shall have informed, or shall
inform, the Contractor through the Operational Business Change process;
“Contractor Inaccurate Cash Account” means an Inaccurate Cash Account
caused primarily by:-
@ inaccurate Reference Data in the Contractor’s Reference Data system
(other than Reference Data supplied by POCL);
(ii) an error in any Software; or
(iii) a failure by the Contractor to apply Reference Data supplied by POCL
& correctly and in compliance with the CCD entitled “ICL Pathway/POCL
Interface Agreement for Operational Business Change - Product” or,
pending the signature thereof, the draft of that CCD dated 13/1/2000,
version 2.9
where in any such case the effect of such inaccuracy or error was not capable of
being corrected by the User before irrevocable commitment of the cash account
in question by applying any work-around previously agreed between POCL and
the Contractor for-such purpose;
“Data Error” means:
(i) an error (other than a Not Data Error) which results in an Inaccurate
Cash Account.(Data Error) or a Cash Account Error; or
(ii) a Transaction Error which is not a Not Data Error;
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“Data Error Counting Period” means
(i) each Cash Account Period which is of a duration of seven days or less;
and
(ii) in.respect of Cash Account-Periods of greater than.seven days duration,
each proportion of any such Cash Account Period derived by dividing
such Cash Account Period into two or more Data Error Counting Periods
such that the first such Data Error Counting Period is between one and
seven days’ duration and each subsequent Data Error Counting Period
during that Cash Account Period is exactly seven days in duration;
“Inaccurate Cash Account” means in respect of any Cash Account Period.at
any Outlet an electronic cash account which does not properly account for all
Transactions input to the POCL Service Infrastructure by Users at that Outlet in
that Cash Account Period;
“Inaccurate Cash Account (Data Error)” means an Inaccurate Cash Account
which is not an Inaccurate Cash Account (Not Data Error);
“Inaccurate Cash Account (Not Data Error)” means an Inaccurate Cash
Account which:-
(i) is not a Contractor Inaccurate Cash Account; and
(ii) is irrevocably committed by a User at the conclusion of the end of week
process in respect of any Cash Account Period at the relevant Outlet
notwithstanding that, prior to irrevocably committing such Inaccurate
Cash Account, that User had been provided with a warning that receipts
and.payments did not match and that continuing might lead:to an
unbalanced cash account (or an equivalent warning);
“Manual Error Report” means in respect of any Data Error, a report from the
Contractor to POCL describing that Data Error and specifying (in a format
suitable for POCL to key into a POCL data input facility):-
(i) in.the case of a Data Error resulting in an Inaccurate Cash Account
(Data Error) or a Cash Account Error, each of the line items in the
relevant cash account which need to be replaced in order to correct the
Data Error in question; and
(ii) in the case of a Data Error which is a Transaction Error, the relevant
Transaction record as‘it would have appeared but for the Data Error;
“Not Data Error” means any of the following:-
28
(i) an error caused by invalid data input by Users in Outlets (other than the
input of data which puts a previously balanced cash account‘into a state
of imbalance);
(ii) an error caused by the input of erroneous data by a User during
migration of POCL Data to any Outlet (save where data: migration tools
have been provided by the Contractor to detect such error but such
error is not detected despite proper use of those tools by the User in
question) ;
(iii) an error caused by Reference Data supplied by POCL which result in
Transactions not being correctly taken into account in cash accounts
where such Reference Data were correctly applied by:the Contractor in
compliance with the CCD entitled “ICL Pathway/POCL Interface
Agreement for Operational Business Change-Product” or, pending the
signature thereof, the draft of that.CCD dated 13/1/2000, version 2.9;
(iv) an Inaccurate Cash Account (Not Data Error); or
(v) an error which is classified in Annex 1 to this Schedule G01 as an error
of class “F” or “G”, whether or not it falls within sub-paragraphs (i) to
(iv). above.
“Repaired Cash Account” means, in respect of any Inaccurate Cash Account or
Cash Account Error, the relevant cash account as corrected by the Contractor;
“Repaired Transaction Data” means, in respect of any Transaction Error, the
relevant record following correction of that Transaction Error;
“Transaction Error” means an error in one or more transaction data fields in
the electronic record of a transaction presented by TMS at the TIP interface ora
missing, duplicate or spurious additional Transaction record therein; and
3.6.1.2For.the purposes of this paragraph 3.6 a Data Error shall be treated as ‘relating
to'a Data Error Counting Period if:-
i) it is a Transaction Error in a Transaction carried out during that Data
Error Counting Period; or
(ii) it is a Cash Account Error or Inaccurate Cash Account (Data Error) for
the Cash Account Period (if any) which is co-terminus with that Data
Error Counting Period.
3.6.1.3 For the purposes of the definitions of Cash Account Period and Data Error
Counting Period a day shall mean a period of 24 hours ending at 8.00 p.m.
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3.6.2 Classification of Incident Types
3.6.3
3.6.4
Each of the incident types listed in the table.in Annex 1 to this Schedule GO] is
classified in the column of that table headed “Incident Classification” by one of
the following designations:-
“A” = a Transaction Error which is also an Inaccurate Cash Account
(Data Error);
“BY = a Transaction Error which is also.a Cash Account Error;
“CP os a Transaction Error which is neither an Inaccurate Cash Account
nor a Cash Account Error;
“p” = an Inaccurate Cash Account (Data Error) which is not a
Transaction Error;
“E” = a Cash Account Error which is not a Transaction Error;
“Fr” = a Not Data Error; and
“G" = an incident which is treated by the parties as a Not Data Error.
Detection of Errors
The Contractor shall duly apply throughout the term of this Codified
Agreement all of the defensive measures and checks described in the Annex to
this Schedule GO1 in order to detect Data Errors.and Not Data Errors. Such
defensive measures and checks will be applied with the frequency indicated in
the said Annex. All Data Errors and Not Data Errors detected (by the
Contractor or otherwise-and whether or not by application of such defensive
measures and checks) shall, subject to paragraph 3.6.4 below, be dealt with in
accordance with the remaining sub-paragraphs of this paragraph 3.6.
Widespread Errors
3.6.4.1 As soon as the Contractor discovers, whether through calls received at the Help
Desk or otherwise, that there are or are likely to be Data Errors or Not Data
Errors affecting cash accounts at more than 100 Outlets in any one Cash
Account Period then the Contractor shall immediately:-
(a) ‘notify POCL in accordance with procedures described in the CCD
entitled “TPS Reconciliation and Incident Management” (CS/PRO/111);
and
(b) comply with those provisions of that CCD which shall be inserted by
reference to this paragraph 3.6.4.
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3.6.4.2Upon the Contractor's giving notice in accordance with Paragraph 3.6.4.1(a)
the remaining provisions of this paragraph 3.6 (other than paragraphs 3.6.4.3
and 3.6.4.4 below) shall cease to apply in relation to such Data Errors and Not
Data Errors,
3.6.4.3Subject to paragraph 3.6.14 below, the Contractor shall promptly reimburse to
POCL all costs reasonably incurred by POCL in correcting any Data Errors to
which. paragraph 3.6.4.1 applies.
3.6.4.4POCL shall promptly reimburse.to the Contractor all costs reasonably incurred
by the Contractor in correcting any Not Data Errors to which paragraph 3.6.4.1
applies.
3.6.5 Data Errors discovered before transmission
3.6.5.1 Subject to paragraph 3.6.5.4 below, if the Contractor discovers a
Transaction Error which is a Data Error prior to the relevant
record being transmitted by the Contractor to POCL over the TIP
interface, then the Contractor shall not transmit the relevant
record but shall retain ‘it and:
(a) correct the Transaction Error in the relevant record;
{b) transmit the Repaired Transaction Data to POCL over the
TIP interface;-and
(e) promptly issue a report to POCL in an agreed format
containing an explanation of the correction made.
3.6.5.2 If the Contractor discovers any Data Error resulting in.an
Inaccurate Cash Account (Data Error) prior to the relevant
record being transmitted by the Contractor to POCL over the TIP
interface then, notwithstanding the presence of such error, the
Concractor shall transmit the relevant record to POCL over the
TIP interface and thereafter either:-
(a) with POCL's agreement (such agreement not to be
unreasonably withheld) promptly correct the Data Error
in the relevant cash account, transmit the Repaired Cash
Account over the TIP interface (without prejudice to
paragraph 3.6.6.4 below) and issue a report to POCL
containing an explanation of the correction made; or
(b) promptly issue to POCL a Manual Error Report in respect
of that Data-Error:
3.6.5.3 Subject to paragraph 3.6.5.4 below, if the Contractor discovers
any Cash Account Error resulting from a Data Error prior to the
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3.6.5.4
3.6.6 Data Errors
. 3.6.6.1
3.6.6.2
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relevant record being transmitted by the Contractor to POCL
over the TIP interface, then the Contractor shall not transmit the
relevant record but shall retain it and:
(a) correct the Data Error in the relevant cash account;
(b) transmit the Repaired Cash Account to POCL over the TIP
interface; and
(c) promptly issue a report to POCL in an agreed format
containing an explanation of the correction made.
The Contractor-may, instead of retaining and repairing records
in accordance with paragraphs 3.6.5.1 and/or 3.6.5.3.above,
promptly issue to POCL Manual Error Reports for up to a total of
50 Data Errors relating to any Data: Error Counting Period (or
such higher limit as the parties may agree).
overed after transm:
Where a Data Error shall not have been discovered before
transmission of the relevant record to POCL over the TIP
interface, but is subsequently discovered, the provisions of
paragraphs 3.6.5.1 and 3.6.5.3 above shall not apply to such
Data Error. Instead the Contractor shall either:
(a) with POCL's agreement (such agreement not to be
unreasonably withheld), correct the Transaction Error or,
as the case may be, the Data Error in the relevant cash
account, transmit the Repaired Transaction Data or
(without prejudice to paragraph 3.6.6.4 below) Repaired
Cash Account to POCL over the TIP interface and
promptly issue a report to POCL.containing an
explanation of the correction made; or
(b) promptly issue to POCL a Manual Error Report in respect
of that Data Error.
If the number of Data Errors which are discovered after the
transmission of the relevant record exceeds twenty in any Data
Error Counting Period the Contractor shall, in consultation with
POCL, review the process introduced by the Accounting Integrity
Control Release with a view to enhancing such process in order
to detect the relevant Data Errors prior to transmission of the
relevant records and to identify and correct root causes of such
errors.
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3.6.6.3 Any Data Error processed by the Contractor under paragraph
3.6.6.1(b) above which shall have-been discovered after
transmission but before the conclusion of the Data Error
Counting Period to which it relates shal] count towards the 50
per Data Error Counting Period limit under paragraph 3.6.5.4
I above. However, where a Data Error is discovered after
I transmission and after the conclusion of the Data Error Counting
Period to which it relates the Contractor shall be entitled,
without thereby being in breach of paragraph 3.6.5.4 above, to
submit a Manual Error Report in respect thereof in accordance
with paragraph 3.6.6.1(b).
3.6.6.4 Where paragraph 3.6.5.2(a) or 3.6.6.1(a) above applies, the
Contractor's obligation to transmit a Repaired Cash Account may
be satisfied by transmitting such part of the Repaired Cash
Account as is necessary to correct the Data Error concerned,
provided that such transmission complies with the requirements
of the CCD entitled “Pathway to TIP Application Interface
Specification”.
3.6.7 Not Data Errors
The Contractor shall, promptly following discovery of any Not Data Error, issue
a report to POCL (in the same format as a Manual Error Report) containing a
brief description of the Not Data Error to the extent that it can be identified and
shall co-operate with POCL and, ro the extent that is reasonable, assist POCL
(a) to investigate and seek to prevent the recurrence of such Not Data Error
and (b) to prevent the production of Cash Accounts which are incorrect as a
result of such-Not Data Error.
General Provisions
3.6.8 The Contractor undertakes to use all reasonable endeavours, in accordance
with the procedures defined in the CCD entitled “TPS Reconciliation and
Incident Management” (CS/PRO/111), to notify POCL of the discovery of a
Data Error or Not Data Error on the same day on which such Data Error or Not
Data Error is discovered and shall in any event notify POCL thereof on the
morning of the Working Day next following the date on which, it is discovered.
3.6.9 The Contractor undertakes to use all reasonable endeavours to ensure that:
3.6.9.1 the delay between the occurrence of a Data Error (or in-the case
i of a Data Error detected after the transmission of the relevant
record, its detection) and (a) the issue of a Manual Error Report
: in respect thereof to POCL or (b) transmission of the Repaired
Transaction Data or (without prejudice to paragraph 3.6.6.4)
Repaired Cash Account to POCL over the TIP interface; or
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3.6.9.2 the delay between discovery of a Not Data Error and the issue of
a report to POCL in relation thereto under paragraph 3.6.7 above
shall not in any such case exceed five working days.
3.6.10 Where any such delay as is referred to in paragraph 3.6.8 has exceeded, or the
Contractor believes that it is likely to exceed, five days, the Contractor shall
immediately notify POCL’s Head of Service Management and shall procure that
the Contractor’s Customer Service Director (or, in his absence, his deputy) is
made available to meet with POCL’s Head of Service Management (or his
delegate) to discuss the delay within two working Days of such notification.
3.6.11 Where the Contractor provides Manual Error Reports it shall provide a separate
Manual Error Report for each Data Error discovered. For this purpose, where a
single error in a cash account is manifested in more than one place in that cash
account it shail be treated as a single Data Error, but two or more different
errors in the same cash account shall be treated as different Data Errors, each
requiring a separate Manual Error Report.
3.6.12 Where the Contractor is required to make an assumption in order to correct a
Data Error and/or present Repaired Transaction Data or a-Repaired Cash
Account, the Contractor shall make such assumption and promptly inform
POCL of the assumption made. .
3.6.13 The Contractor shall pay to POCL within 30 days after the end of each month a
sum to compensate POCL for its costs in dealing with Manual Error Reports for
Data Errors as follows:
3.6.13.1 £150 per Manual Error Report relating to a Transaction Error
discovered after transmission of the relevant record;
3.6.13.2 £100 per Manual Error Report relating to a Transaction Error
discovered before transmission of the relevant record;
3.6.13.3 £100 per Manual Error.Report relating to a Cash Account Error
discovered; and
3.6.13.4 £100 per Manual Error Report relating to an Inaccurate Cash
Account (Data’Error)
in that month. Clause 802 of the Codified Agreement shall apply to such
payments as though they were liquidated damages for failure to meet Service
Levels.
3.6.14 For the purposes of calculating any sum which may be due to.be paid to POCL
under paragraphs 3.6.4.3 or 3.6.13 all Data Errors which shall have been
corrected by the Contractor and the relevant Repaired Transaction Data or
(without prejudice to paragraph 3.6.6.4) Repaired Cash Account transmitted to
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34
POCL over the TIP interface within five Working Days of such Data Error
occurring shall be excluded and no payment shail be made to POCL in relation
to such Data-Errors.
3.6.15 For such period (if any) following discovery of any error or inaccuracy during
which there is insufficient information for the Contractor to determine whether
, Such error or inaccuracy constitutes, or gives rise to, a Data Error or a Not Data
{ Error, such error or'inaccuracy shall, for the purposes of any action to be taken
! under paragraphs 3.6.5 to 3.6.7 (inclusive) above but not otherwise, be treated
as a Data Error.
3. This Schedule 5 also modifies Acceptance Resolution Plan 376 (Reference
CR/ACD/376 Version 0.9 Dated 23rd September, 1999); paragraph 5.3.3
thereof shall be amended as appropriate to be consistent with this Schedule to
the intent that the procedures and obligations sec out in this Schedule shall
take precedence over, and replace, the procedures and obligations set out in
numbered paragraphs 1 to 5 (inclusive) of the said paragraph $.3.3.
cA993400142
Signed by DWMUGC I
for afd on behalf of
POSWf OFFICE
COUNTERS LTD. in the
presence of:-
Signed by Races
7 eens
for and on behalf of
ICL PATHWAY LIMITED
in the presence of:-
A ON ner
cA993400142
35
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