ICL Pathway
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SLA Performance Remedy and Business Incident Ref: CS/PRD/087
Payments Process
Version: 1.0
COMPANY IN CONFIDENCE Date: 12/12//00
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Contributors:
Reviewed By:
Comments By:
Comments To:
SLA Performance Remedy and Business Incident Payments
Process
Process Definition
N/A
This document defines the ICL Pathway SLA Performance
Remedy and Business Incident Payments Process.
APPROVED
Jan Ambrose - ICL Pathway CS Business Effectiveness Team
Richard Brunskill, John Moran, Asim Mushtaq, Angela Shaw,
Rosemary Wells, Graham Wingrove.
Jan Ambrose
Distribution: ICL Pathway Library, people who require approved versions
only
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ICL Pathway SLA Performance Remedy and Business Incident Ref: CS/PRD/087
Payments Process
Version: 1.0
COMPANY IN CONFIDENCE Date: —12/12//00
0.0 Document Control
0.1 Document History
Version No. [Date Reason for Issue Associated
(CP/PinICL No.
0.1 21/11/00 First draft — to detail the baseline SLA
[Performance Remedy and Business
Incident Payments Process
1.0 12/12/00 Issued for approval
0.2 Approval Authorities
Name Position Signature Date
Richard Brunskill [MSU Manager
Graham Wingrove IFinancial Controller
0.3. Associated Documents
Reference Versi I Date Title Source
on
M1. \CS/PRO/111 0.8 14/09/00 TPS Reconciliation & ICL Pathway
Incident Management
2. \CS/PRO/016 0.1 22/09/00 Month End Forecast ICL Pathway
Procedure
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SLA Performance Remedy and Business Incident Ref: CS/PRD/087
Payments Process
Version: 1.0
COMPANY IN CONFIDENCE Date: 12/12//00
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0.4 Abbreviations/Definitions
‘Abbreviation
Definition
APS
Automated Payment Service
BIMS Business Incident Management System
ICS ICL Pathway Customer Service
IHSH [Horizon System Helpdesk
IMER [Manual Error Report
IMSU Management Support Unit
IOBCS \Order Book Control Service
IPM IPostmaster
IPON IPost Office Networks (formerly known as POCL)
ISLA Service Level Agreement
ISSC System Support Service
TPS [Transaction Processing Service
0.5 Changes in this Version
Version
(Changes
0.6 Changes Expected
(Changes
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ICL Pathway SLA Performance Remedy and Business Incident Ref: CS/PRD/087
Payments Process
Version: 1.0
COMPANY IN CONFIDENCE Date: 12/12//00
0.7 Table of Contents
1 INTRODUCTION.
2 SCOPE.
3 PROCESSES.
3.1 Overview...
3.2 Process Key
Process Diagrams...
3.3.1 CS MSU processes for calculating and notifying payments due.
3.3.1.1 SLA Performance Remedies — System Servic :
2 SLA Performance Remedies — OBCS Stop:
3.3.1.3 SLA Performance Remedies — Data File Delivery.
3.3.1.4 Business Incidents... secesnesnsaees
CS MSU process for reporting payments to CS management.
Finance Department process for raising credit notes.
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ICL Pathway SLA Performance Remedy and Business Incident Ref: CS/PRD/087
Payments Process
Version: 1.0
COMPANY IN CONFIDENCE Date: 12/12//00
1 Introduction
CS MSU is responsible for calculating payments in respect of SLA
performance which falls below contracted levels and results in the payment of
remedies to PON. SLA performance remedy payments may arise in respect
of:
e System Service — Calls received by HSH in respect of hardware and
network problems which fail to be handled within contracted times;
e OBCS Stops — Stop lists despatched to post offices which fail to be
delivered due to network failures;
« Data File Delivery - TPS, APS and OBCS data files which fail to be
delivered within contracted times.
In addition, CS MSU is responsible for calculating payments in respect of
business incidents which under the terms of the contract attract charges. The
majority of business incidents attracting charges will be identified from TPS
Reconciliation Reports and will be raised by CS MSU, whilst others may be
generated by ICL Pathway SSC or PON. Manual Error Reports will be
completed for these business incidents.
Once notified of the payments due by CS MSU, ICL Pathway Finance
Department is responsible for raising credit notes in respect of these
payments.
2 Scope
This document describes the process by which SLA performance remedy and
business incident payments are calculated and paid to PON.
The process within the document begins from the point that the data
necessary to calculate the payments has been received by CS MSU and ends
at the point that a credit note is despatched to PON. The document aims to:
e Identify the interfaces required between CS, Finance and PON;
e Describe the process required to ensure that appropriate payments are
made to PON in respect of SLA performance remedies and business
incidents;
e Highlight the timescales required for undertaking activities.
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Payments Process
Version: 1.0
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3 Processes
3.1. Overview
CS MSU and ICL Pathway Finance Department need to co-ordinate their
activities in order to ensure that appropriate and timely payments are made to
PON in respect of SLA performance remedies and business incidents.
The following process diagrams detail:
1) CS MSU processes for calculating and notifying payments due to PON in
respect of:
a) SLA performance remedies for:
i) System Service
ii) OBCS Stops
iii) Data File Delivery
b) Business incidents
2) CS MSU process for reporting payments to CS management
3) Finance Department process for raising credit notes in respect of
payments due
3.2 Process Key
In the following process diagrams, the following symbols have been used:
( Start/End Activity
[/ Input Activity (MSU Manager)
Input (outside of CS MSU) Activity (outside of CS MSU)
Delay
<> Decision () Continuation
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ICL Pathway
Payments Process
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SLA Performance Remedy and Business Incident
Version:
Ref:
Date:
CS/PRD/087
1.0
12/12//00
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3.3. Process Diagrams
3.3.1. CS MSU processes for calculating and notifying payments due
3.3.1.1 SLA Performance Remedies — System Service
Hardware Receive report
Network from HSH cave fi Until one week:
Start , I Save file (Sun-Sat) reports
Conformane Controller on so a
Report daily basis
v
Remove collate week Open daily
duplicate calls Duplicate Check for Collate week's spreadsheets
4 data in one
from calls? duplicate calls relating to
spreadsheet
spreadsheet Hardware calls
No
v
Check mumber of
calls attracting
> staremedy equals
Powethelp total
Delete call
details from
spreadsheet
Check remedial
value calculated
‘equals that advised
by HSH Coawoller
Add call details
to spreadsheet
v
Copy formula for
remedial value
calculation to new
calls
Advise HSH
No
Values Controller to
same? amend remedial
value
Yes
Forward Sort data Ensure correct
wishes th Save fi according to call numbering is
ON ° Save ile type, severity applied to calls
° and location (See Note 1)
vy
La)
3.3.1.1.1 Hardware Calls
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Payments Process
Version: 1.0
COMPANY IN CONFIDENCE Date: 12/12//00
Yes Queries in i
\ aoe Receive queries Investigate
IA respect of from PON >) queries
spreadsheet
No
Until one Provide
month's reports response to
received and PON in respect
analysed of queries
Check numberof Collate month's een heat,
calls attracting I
SLA‘remedy equals < data mone relating to
Powerhelp total spreadsheet Hardware calls
Totals
same?
Yes
Delete call Yes
details from
spreadsheet
Add call details
to spreadsheet
Check remedial
ue calculated
val
YP equals that advised [*
by HSH Controller
Copy formula for
remedial value
calculation to new
calls
Advise HSH
No Controller to
amend remedial
value
‘Yes
Open monthy Until one
spreadsheets quarter's reports’ Save file
relating to received and “s
Hardware calls analysed.
‘B)
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ICL Pathway SLA Performance Remedy and Business Incident
Payments Process
COMPANY IN CONFIDENCE
Ref:
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CS/PRD/087
Version: 1.0
Date: 12/12//00
Open template
Complete
I Compute for Remedy spreadsheet
(BI quarterly I —> Note with quarterly I >) Save file
remedial values
spreadsheet details
E-mail Remedy Check Remedy Open Remedy Remedy
Note to Finance J€ 7 “h< Note i<
Note Note
Dept. spreadsheet
y
. Obtain signature
E-mail Remedy i
4 Print Remedy Sign Remedy of Infrastructure
Note to PON Fy] Te ee Note >I services Manager
Commercial on Remedy Note
y
Forward
End —] Remedy Note to
Note 1:
Finance Dept.
The following call matrix is used when applying SLAs/remedies for hardware
calls:
Hardware Calls:
HDO1,HD03,HD04,HD05,HDO7,HD08,HDO9,HD10,HD11,HD15
Repair Code = Pathway/ OSD SLA Cause Code Remedy
PON SLA
R01 Y Y C01/CO8/CF1 Y
R02 Y Y co1 Y
RO3 Y Y C04 Y
RO8& Y Y
R58 Y N
R67 Y Y
R68 Y Y
R74 Y N
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Payments Process
Version: 1.0
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Within the initial sort column, the following numbering needs to be applied:
Red — Not Hardware
Blue — Internally raised
Yellow — Passed SLA1
Purple — Passed SLA2 (i.e. passed SLA after call cleansing)
N/A Blank — Not SLA or remedial
N/A SLA Blank — SLA but not remedial
Bon a
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Payments Process
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3.3.1.1.2 Network Calls
Hardware! Receive report .
\ Network from HSH cave fi Until one week
Start } Controller on > Save file >) (Sun-Sat) reports)
daily basis received
Remov eck’ Open daily
duplicate calls ‘Duplicate Check for Collate week's spreadsheets
from calls? duplicate calls ‘ srcadghost relating to
spreadsheet Pr Network calls
No
‘Check number of
calls attracting
‘SLA/remedy equals
Powerhelp total
Totals \ N° No
same?
Yes
Delete call Calls on Yes I sad call detail
details from P/Help, not on meadshest
sheet —~ a to spreadsheet
No
Copy formula for
remedial value
calculation to new
calls
Calculate any ae
reduction incall Check details of I Yes
time due to delay €{— individual calls <
inclosure or on Powerhelp
suspension
No
Caleulate any . Apply colour Ensure correct
scanning fire at spreadsheet as necessary applied to calls
non-polled office (See Note 1) (See Note 1)
Forward Sort data
> re a according to call
AK spreadsheet wo < Save file < type, severity
and location
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Payments Process
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— Queries in Receive queries Investigate
Wy respect of from PON queries
— spreadsheet /
Provide
month's reports response to
received and PON in respect
analysed of queries
Check numberof Collate month's Open weekly
calls attracting date spreadsheets
SLAVremedy equals fata in one relating to
Powerhelp total spreadsheet Network calls
Totals
same?
Yes
Delete call as Yes ©) Add call details
details from not on to spreadsheet
spreadsheet he 0 Spreadshee!
No t
Copy formula for
remedial value
calculation to new
calls
“aleul: °
een Check details of I Yes Calls
time due to delay individual calls, attracting
inclosure or on Powerhelp emedies
suspension
i) No
Calculate any Until one
reduetion incall Amend call quarter's reports
time due to time(s) on Save file sive ood
scanning failure at spreadsheet received an
non-polled office analysed,
Open monthly
spreadsheets
relating to
Network calls
mH
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Payments Process
Version: 1.0
COMPANY IN CONFIDENCE Date: 12/12//00
2) quarten'y Note with quarterly ; ©
remedial values
spreadsheet details
Vv
E-mail Remedy check Open Remedy
Note to Finance fe —J Cheek Remedy bg Note < Remedy
Note Note
Dept. spreadsheet
vy.
: ome Obtain signature
Email Remedy p] Print Remedy I} Sign Remedy of Infrastructure
Nore 0 Note Note Services Manager
Commercial on Remedy Note
yv
Forward
End <—_I Remedy Note to
Finance Dept.
Note 1:
The following call matrix is used when applying SLAs/remedies for network
calls:
Network Calls: NDO1,ND02,ND06,ND07,ND08
RepairCode Pathway/ OSD SLA Cause Code Remedy
PON SLA
R01 Y
RO6
R24
R25
R70
R73
R75
R76
CB6 Y
C32 Y
CB6 Y
Z22<<22Z2Z
Z2Z2Z22<<22Z<
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Payments Process
Version: 1.0
COMPANY IN CONFIDENCE Date: 12/12//00
Within the initial sort column, the following numbering needs to be applied:
Red — Not Network
Blue — Internally raised
Yellow — Passed SLA‘
Purple — Passed SLA2 (i.e. passed SLA after call cleansing)
N/A Blank — Not SLA or remedial
N/A SLA Blank — SLA but not remedial
RwNnN a
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Payments Process
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3.3.1.2 SLA Performance Remedies —- OBCS Stops
lopped OBC’ Receive report Open monthly Copy data from
{ Start ‘Transactions from data spreadsheet both reports
\ } Report warehouse on relating to stopped into spreadsheet
a (See Note 1), daily basis OBCS transactions (See Note 3)
A
Save file
Receive report “
> from SSC on (Subsequently
daily basis referred to as
File A)
Set up
individual daily Open new Until month's
y reports received
tab for each day spreadsheet
and data copied
in month
Copy data from
File A for first Open File A
day in month
Copy data from
File A for next
day in month
No
Sort data Delete data
according to relating to Last day in
number of number of month?
non-polling days transactions
Yes
Save file
(Subsequently
referred to as
File B)
Receive report Save file
from data (Subsequently Open File B and
warehouse on referred to as File C
(See Note 4) monthly basis File C)
Consider data
for first day in
month
(a)
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Payments Process
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COMPANY IN CONFIDENCE Date: 12/12//00
{A}
Consider data I, Yes
for next day in No Fast day in Close File C
month
Insert number of
transactions
displayed in File
C into File B
v
Consider data
for first day in
month
v
Sum total
number of
transactions
v
Sum number of Consider data
transactions :
relating to Day B, for next “ay m
Day C and Day D montl
Complete sheet : .
of transactions and ‘Calculation [€ Save file <<
ose relating spreadsheet
Suan remedy Until one Ope Renal
quarter's reports Pemeat
BeDioeban >) recived and spent for
grand total analysed ‘quarter
v
Open template Complete
for Remedy spreadsheet save file
Note with quarterly >I Save file
spreadsheet details
E-mail Remedy E-mail Remedy ‘Open Remedy .
Note to PON Note to Finance Check Remedy Note Remedy
3 ote Note
Commercial Dept. spreadsheet
Obtain signature Forward
Print Remedy Sign Remedy of Infrastructure on /
Note > Note >I Services ManagerI >] Remedy Note tof» End
on Remedy Note Finance Dept.
Note 1:
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Payments Process
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COMPANY IN CONFIDENCE Date: 12/12//00
Stopped OBCS Transactions Report details which outlets received an OBCS
stoplist file and the number of transactions which appeared on the list for that
outlet.
Note 2:
Non-polled Office Report details offices which did not poll on a particular day
together with the number of days for which non-polling had occurred.
Note 3:
Data from the above two reports is collated to show outlets which did not poll
on a particular day, the number of days for which non-polling had occurred
and the number of transactions which appeared on the OBCS stoplist for that
outlet.
Note 4:
OBCS B930 Transactions Report details the number of local scanned OBCS
transactions at outlets on a particular day.
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Payments Process
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COMPANY IN CONFIDENCE Date: 12/12//00
3.3.1.3 SLA Performance Remedies — Data File Delivery
, TPS Data Receive report
5 Delivery from data save fi
Sut} Report > warehouse on Save file
(See Note 1 daily basis
Open daily
spreadsheets Until month's
relating to TPS reports receive
data delivery
5 , Save file
Collate month's (Subsequently
seat referred to as
Spreadsheet File A)
Delivery > vn Save file
Renn warehouse on
ep daily basis
Open daily
spreadsheets Until month's
relating to APS reports received
data delivery
5 "6 Save file
Collate month's (Gubsequently
data in one
spreadsheet referred to as
File B)
OBCS Data Receive report
Deli from data 5
very Save file
Repon warehouse on
ep daily basis
Open daily
spreadsheets II Until month's
relating to OBCS reports received
data delivery
Y y
Until month’
data collated for
? 'g Save file
Collate month's (Subsequently
data in one ferred to an
spreadsheet renee as
” File C)
‘TPS, APS and
oBcS
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Payments Process
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COMPANY IN CONFIDENCE Date: 12/12//00
LA
Open Files
A, Band C
v
Open template so -
for Remedial Copy data from
4 Files A, B and C
Calculation ite spreadsheet
spreadsheet info spreadshee
Save file
Until one Open Remedial
quarter's reports Calculation
received and spreadsheets for
analysed quarter
v v
Open template Complete
for Remedy spreadsheet cave file
Note > with quarterly Save file
spreadsheet details
v
E-mail Remedy Check Remedy Open Remedy Remedy
Note to Finance y Note y
Note Note
Dept spreadsheet
y
7 : Obtain signature
Renal Remy p] Print Remedy p] Sign Remedy pf of iniastucare
Note to Note Note Services Manager
Commercial on Remedy Note
y
Forward
{ End \< Remedy Note to
Finance Dept.
Note 1:
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Payments Process
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COMPANY IN CONFIDENCE Date: 12/12//00
TPS Data Delivery Report details the total number of TPS transactions
delivered on a particular day, together with those which suffered a delay (Day
B, Day C or Day D). APS/OBCS Data Delivery Reports display the same
information in respect of APS/OBCS transactions.
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COMPANY IN CONFIDENCE Date: 12/12//00
3.3.1.4 Business Incidents
TPS Investigate
\ . Receive reports
\ conciliation, reports for
Start Reports f a SC on >I seconciliation
—____/ (See Note 1 aly Dass errors
Rtcror mised Raise call with x
5 lo
> by ssc > eine > File reports
(See Note 2) (SSCIPON/PM)
Yes
on
Error raised y
I» “pypon Enter call on Raise call with /
(See Note Powerlelp <— Horizon System ( End
(HSH) Helpdesk
vy
Error raised _
eins) forinestgaton I Rae BIMS
‘See Note
HED Report
v
1 Annotate TPS
Raise Pine E-mail BIMS Reconeiliation
resp SSC Report to PON Report with
(SC) BIMS reference
A ns Until response
Inv aes call received from File reports
Provide Consider
response to response
MSU provided in
(SSC) respect of call
Refer call to SSC) Yes_/Further
for further << information
investigation equired)
No
Close call raised
with Horizon
System
Helpdesk
¥ \
(a}
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CS/PRD/087
Payments Process
Version: 1.0
COMPANY IN CONFIDENCE Date: 12/12//00
Raise BIMS
Report
Take necessary
> corrective action
(See Note 3)
nc Update BIMS I y, Update BIMS
Clear BIMS Complete Report with ss No II Report with
R < Manual Error
eport Report (MER) reconciliation reconciliation
m details details
Until chargindy Check incidents
E-mail BIMS spreadsheet listed on report Clear BIMS
Report/MER to P
PON received from with remedies Report
PON payable
v
Until Incided Prepare to agree Report of
Management diseuss incident at por E-mail BIMS
Incident incidents and 7
Review meeting, Managenent Report to PON
comments
Review mecting
N Discuss incident aa eon.
0 agreed by PON at
pf atincident ee
Management Management
Review meeting meeting
Taree remedy
Peyment at Update BIMS
Incident Report with
Management closure details
Review meeting
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Payments Process
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(B}
I
Include incident
in list of
incidents for
remedy payment
Calculate total
cost of remedy
payments for
incidents
Until one quarterY
incidents analysed
and agreed
R complet®
for incident)
Complete MER
E-mail BIMS
Repor/MER to
PON
Raise Case Law
Referral Form inI
respect of
incident
vy
ident
to Contract
Administration
Forum
Until outcome
notified by
Forum
Vv
Open lists of Until closure
incidents for seed by PON at {ph Yes B
incident (BK
remedy Management — 2
payments meeting
No
v v
en ter Until ck
Open template Update BIMS agreed by PON at
jor Remedy + penn ineclen
Note i
closure details Management
spreadsheet meeting
I vy
Complete Update BIMS
spreadsheet Report with
with quarterly closure details
details
a
Open Remedy
Save file Remedy > Note End)
Note
spreadsheet
(D)
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D1
v
E-mail Remedy E-mail Remedy 5
Check Remedy ‘ u y Print Remedy Sign Remedy
Note I Note to Finance >I Note to PON > Note > Note
Dept. Commercial
y
Until invoie® Obtain signature
Update BIMS , Forward
details received =, of Infrastructure
End Report with S ee Remedy Note to Services Manage
ice details from Finance Finance Dept. services Manager
invoi Dept. pl on Remedy Note
Note 1:
TPS Reconciliation Reports comprise the following reports:
.
.
.
Host Detected Transaction Control Errors
TPS Harvester Errors
Host Detected Cash Account Control Errors
Counter Detected Reconciliation Errors
Counter Transaction Errors
Receipts not Equal to Payments
Note 2:
Although most errors are detected via the TPS Reconciliation Reports, others
may be reported by SSC, PON TIP/TP or Postmasters.
Note 3:
Corrective actions include raising or updating system incidents, and advising
SSC to create and send correction files.
© 2000 ICL Pathway Limited COMPANY IN CONFIDENCE Page: 24 of 1
Last Printed: 12/12/00 14:21
ICL Pathway
SLA Performance Remedy and Business Incident
Ref: CS/PRD/087
Payments Process
Version: 1.0
COMPANY IN CONFIDENCE Date: 12/12//00
FUJ00232461
FUJ00232461
3.3.2 CS MSU process for reporting payments to CS management
(ON Payment
Forecast
Figures
(See Note 1
Receive monthly
forecast figures
> from infastructure >
Services Manager
Open Customer
Services
Finance Pack file
Receive monthly
actual figures from
Infrastructure
Services Manager
I v
Until end of
month
A
Save file
Until end of
quarter
Update monthly
forecast figures
with remedy/error
Feport payment
accrued figures
Open Customer
Services
Finance Pack file
Open files relating
to Remedy Notes
Cheek invoiced
figures agree with
and Manual Error
Report Payments
advised monthly
actual figures
Open Customer
Until Oracle No
Financial figures
Update monthly
accrued figures with
approved remedy,
ertor report
payment figures
Save file
— End )
Update monthly
forecast figures,
for remedy/error
report payments
l
Save file
Open Customer
Servic
ince Pack file
Update remedy
eror report
Save file
payment accrued
figures using
invoiced figures,
© 2000 ICL Pathway Limited
COMPANY IN CONFIDENCE
Page: 25 of 1
Last Printed: 12/12/00 14:21
FUJ00232461
FUJ00232461
ICL Pathway SLA Performance Remedy and Business Incident Ref: CS/PRD/087
Payments Process
Version: 1.0
COMPANY IN CONFIDENCE Date: 12/12//00
Note 1:
PON Payment Forecast Figures comprise monthly forecasts in respect of the
following:
.
Hardware Call remedies
Network Call remedies
OBCS Stop remedies
Data File Delivery remedies (and buffer)
Manual Error Reports
© 2000 ICL Pathway Limited
COMPANY IN CONFIDENCE Page: 26 of 1
Last Printed: 12/12/00 14:21
FUJ00232461
FUJ00232461
ICL Pathway SLA Performance Remedy and Business Incident Ref: CS/PRD/087
Payments Process
Version: 1.0
COMPANY IN CONFIDENCE Date: 12/12//00
3.3.3 Finance Department process for raising credit notes
Efmnails advisin Receive e-mails
remed fiom MS Open
Start ayiments due Manager advising Print e-mails Invoice/Credit
v
Signed hard snter deta Create and name
cppies of e-mail Save file le we deus le spreadsheet
{dvising reme: Save ile alt Note relating to new
payments duy reat Note Credit Note
Copy detailed
Print two copies breakdown of
of Credit Note >) ramen
MERs
v
Forward Credit Attach detailed
Note to PON Cheek first copy breakdown of
Commercial I of Credit Note <<) RMI fit
Manager Note
File second copy I
“ E-mail copy of
Sih caomtine Credit Note to I End
documentation I MSU Manager
Note 1:
E-mails advising remedy payments due are received in respect of:
e System Service;
« OBCS Stops;
e Data File Delivery;
e Manual Error Reports;
following agreement with PON regarding the remedies to be paid.
COMPANY IN CONFIDENCE Page: 27 of 1
Last Printed: 12/12/00 14:21
© 2000 ICL Pathway Limited