Document Date: 05/12/02 Document Type: ccD
Version: 1.0
Ref. Number: SRP/MTG/007
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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
SERVICE LEVEL TARGETS FOR HORIZON SERVICES
Contract Controlled Document
N/A
A summary of service levels and associated service level targets in relation to the Horizon Services
AUTHORISED
Liz Tuddenham, Network Support, Post Office™ Ltd
Martin Riddell, Richard Brunskill
Approval Authorities:
Name Position Signature Date
Martin Riddell Director Customer Service — Fujitsu Services
Liz Tuddenham Supplier & Service Performance Manager— Post
Office™ Ltd
Network Support
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Document
Version:
Date: 05/12/02
1.0
Document Type: ccD
Ref. Number: SRP/MTG/007
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0. DOCUMENT CONTROL
0.1 VERSION HISTORY
Version
Dated
Change Details
1.0
23/12/2002
First Authorised version introduced as part of the Amendment
0.2 DOCUMENT REFERENCES
Ref.
Title Version Number Reference
1.
Schedule 15
The Agreement
Network Support
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0.3 DISTRIBUTION LIST
Name Title Organisation
Don Grey Head of Network Support Post Office™
Liz Tuddenham Supplier and Service Performance Manager Post Office™
Martin Riddell Director Customer Service Fujitsu Services
Richard Brunskill Infrastructure Services Manager. Fujitsu Services
0.4 GLOSSARY
Unless the context otherwise requires, the following terms have the following meanings:
Abbreviation
Definition
SLT Service Level Target
MBS Message Broadcast Service
LDT Liquidated Damage Threshold
ARL Additional Remedy Level
0.5 CHANGES IN THIS
VERSION
Version
Changes
0.6 CHANGES EXPECTED
Changes
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0.7 CONTENT
0. DOCUMENT CONTROL... 4
0.1 VERSION HISTORY......:000 son
0.2 DocumeNT REFERENCES... cee
0.3 DISTRIBUTION LIST... ae)
0.4 3
0.5 3
0.6 CHANGES EXPECTED... 3
0.7 CONTENT...... 5
1. INTRODUCTION... 8
14 PURPOSE..... 6
1.2 SCOPE... cesses oo : an)
1.3 CONTRACTUAL PRECEDENCE... 6
1.4 OBJECTIVES... ccc 6
1.5 PERFORMANCE MONITORING 7 wn T
16 SERVICE LEVEL TARGET MAINTENANCE......c.ccsssssssssusesnsesetinnnssnisneinstneeineietinnsiatinsnsseineneeineinetnnsnensess 7
2. SERVICE LEVEL TARGETS... 1 8
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1. INTRODUCTION
1.1 PURPOSE
This document details the Service Level Targets (SLTs) contracted to by Fujitsu Services in relation to the agreed service levels as
described in Schedule 15 of The Agreement. Furthermore this document identifies those service levels targets which have an
associated Liquidated Damage Threshold and/or Additional Remedy Level.
1.2 SCOPE
The scope of these SLTs is limited to those Service Levels described in Schedule 15 in relation to the Horizon Services and any
other Service Levels which may be introduced via the Contract Change Procedure from time to time.
1.3. CONTRACTUAL PRECEDENCE
The description in the service requirement column is in abbreviated form and is for identification purposes only.
In the event of conflict or inconsistency, Schedule 15 shall have contractual precedence over the table in section 2 of this
document in respect of the description in the service requirement column and the column indicating a related LDT and or ARL.
In respect of the service level descriptions in this document, the actual Service Level Targets shall always be as stated in the
service level target column in section 2 of the latest authorised version of this document as recorded in the CCD entitled “Contract
Controlled and Referenced Document” (BP/SPE/026).
1.4 OBJECTIVES
The main objective of the SLTs is to assure the overall performance of the Horizon Services as they impact upon the business at
post office Branches and the services provided to clients of Post Office Ltd.
1.5 PERFORMANCE MONITORING
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Unless stated otherwise in the table in section 2 of this document, performance against these SLTs will be regularly monitored by
Fujitsu Services and reported monthly to Post Office Ltd in the service review book as described in Schedule 19 of The Agreement.
1.6 SERVICE LEVEL TARGET MAINTENANCE
For the avoidance of doubt, any changes to the SLTs stated in this document may be agreed through the Soft Change Control
Procedure. Changes to the actual service requirement must be agreed through the Hard Change Control Procedure as these
service requirements are detailed within Schedule 15 of the Agreement.
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2. SERVICE LEVEL TARGETS
Ref: Service requirement Service Level LDT and/or ARL
Target Y/N
SERVICE LEVELS FOR SUPPORT DESK SERVICES
Engineer Services
E1.1 Priority A — Local within 4 hours 95% Y
E1.2 Priority A — Intermediate within 6 hours 95% Y
E1.3 Priority A— Remote within 8 hours 95% Y
E2.1 Priority B — Local within 8 hours 95% Y
E2.2 Priority B — Intermediate within 10 hours 95% Y
E2.3 Priority B— Remote within 12 hours 95% Y
E3.1 Average Downtime <=30.78% N
E41 Engineer Visits completed within 20 minutes >50% N
Horizon System Helpdesk
H1.1 Calls answered within 30 seconds >=80% N
H1.2 Average time to answer <10 seconds N
H1.3 Calls not answered <5% N
H2.1 Level 1 calls resolved within 5 minutes 95% N
H2.2 Average time to resolve Level 1 calls <[4.5] minutes N
H3.1 Level 2 calls resolved within 30 minutes 95% N
H3.2 Average time to resolve Level 2 calls <10 minutes N
H3.3 Availability of Voicemail facility outside of HSH standard 100% N
hours
H3.4 Voicemail calls raised on Fujitsu Services call logging 100% N
system next HSH working day
H4.1 Authorised reboots per average counter position every 4 1 N
months is less than
Ref: Service requirement Service Level LDT and/or ARL
Target YIN
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Technical Service Desk Updates
71.1 Severity Level 1 updates completed within 30 minutes of 98% N
initial call logging/previous updates
71.2 Severity Level 2 updates completed within 60 minutes of 95% N
initial call logging/previous updates
71.3 Severity Level 3 updates completed within 24 hours of 90%
initial call logging/previous updates
SERVICE LEVELS FOR DATA DELIVERY
Data File Delivery - Outbound (APS)
DO1.1 APS transactions delivered by day B 96.5% Y
DO1.2 APS transactions delivered by day C 97.5% Y
DO1.3 APS transactions delivered by day D 98.5% Y
DO1.4 APS transactions delivered by day J 100% Y
Data File Delivery - Outbound (TPS)
DO2.1 TPS transactions delivered by day B 96% Y
DO2.2 TPS transactions delivered by day C 97% Y
DO2.3 TPS transactions delivered by day D 98% Y
DO2.4 TPS transactions delivered by day J 100% Y
Data File Delivery - Outbound (OBCS)
DO3.1 OBCS transactions delivered by day B 96% Y
DO3.2 OBCS transactions delivered by day C 97% Y
DO3.3 OBCS transactions delivered by day D 98% Y
DO3.4 OBCS transactions delivered by day J 100% N
Data File Delivery - Outbound (LFS)
DO4.1.1__I Confirmation of Pouch received at Outlet by Day A 97% N
DO4.1.2 I Confirmation of Pouch received at Outlet by Day B 97.2% Y
DO4.1.3 I Confirmation of Pouch received at Outlet by Day I 100% N
DO4.2.1 I Details of SAPADS Pouch Collected from Outlet by Day 97% N
A
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Ref: Service requirement Service Level LDT and/or ARL
Target Y/N
DO4.2.2 I Details of SAPADS Pouch Collected from Outlet by Day 97.2% N
B
DO4.2.3 I Details of SAPADS Pouch Collected from Outlet by Day I 100% N
DO4.3.1_I Daily Cash on Hand details to SAPADS by Day A 96.25% N
DO4.4.1 I Wednesday Weekly Stamps/Stock and Inventory Items 98% N
details by following Friday
DO4.4.2 I Thursday Weekly Stamps/Stock and Inventory Items 97% N
details by following Friday
DO4.4.3 I Friday Weekly Stamps/Stock and Inventory Items details 96% N
by same day
DO4.4.4 I All Weekly Stamps/Stock and Inventory Items details by 100% N
Thursday of third week
Data File Delivery — Inbound (OBCS stop lists)
DI1.1 OBCS stop lists delivered by day B 96% Y
DI1.2 OBCS stop lists delivered by day C 97% Y
DI1.3 OBCS stop lists delivered by day D 98% Y
DI1.4 OBCS stop lists delivered by day J 100% N
2.1.1.1 Data File Delivery — Inbound (LFS)
DI2.1.1 SAPADS Planned Orders delivered by 08:00 on Day A 90% N
DI2.12 SAPADS Planned Orders delivered by 12:00 on Day A 96% Y
D12.2.1 SAPADS Advice Notes delivered by 08:00 on day C 97% N
2.1.1.2 Data File Delivery — Inbound (APS reference
data)
DI3.1 APS reference data delivered by day B 96% N
DI3.2 APS reference data delivered by day C 97% N
DI3.3 APS reference data delivered by day D 98% N
DI3.4 APS reference data delivered by day J 100% N
Ref: Service requirement Service Level LDT and/or ARL
Target YIN
2.1.1.3. Data File Delivery — Inbound (Reference Data)
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Dl4.1 Reference Data delivered by day B 96% N
Dl4.2 Reference Data delivered by day C. 97% N
DI4.3 Reference Data delivered by day D 98% N
Di4.4 Reference Data delivered by day J 100% N
SERVICE LEVELS FOR BANKING SERVICES
2.1.1.4 Transaction Times
B11 Average transaction time using Fixed Connections <=4 seconds Y
B1.2 Average transaction time using ADSL Connections <=5 seconds Y
B1.3 Average transaction time using Dialed Connections <=8 seconds Y
B1.4 Banking Transactions using Fixed Connections less than 95% N
or equal to 8 seconds
B15 Banking Transactions using ADSL Connections less than 95% N
or equal to 9 seconds
B1.6 Banking Transactions using Dialed Connections less 95% N
than or equal to 12 seconds
B1.7 Banking Transactions using Fixed Connections less than 99% N
or equal to 15 seconds
Ref: Service requirement Service Level LDT and/or ARL
Target YIN
B1.8 Banking Transactions using ADSL Connections less than 99% N
or equal to 20 seconds
B1.9 Banking Transactions using Dialed Connections less 99% N
than or equal to 20 seconds
Ref: Service requirement Service Level LDT and/or ARL
Target YIN
Central Systems Availability — (for Availability
Periods between 6 & 12 months duration)
B2.1.1 Number of Core NB System Faults causing NBS <=6 Y
unavailability in more than 20% of all Branches
during NB Core Hours
B2.1.2 Number of Core NB System Faults causing NBS <=24 Y
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unavailability in more than 20% of all Branches during
Non NB Core Hours
B2.1.3 Availability Period aggregate Average Branch Outage <=3 hours Y
during NB Core Hours
B2.1.4 Availability Period aggregate Average Branch Outage <=24 hours Y
during Non NB Core Hours
Central Systems Availability — (for Availability
Periods upto 6 months duration)
B2.2.1 Number of Core NB System Faults causing NBS <=3 Y
unavailability in more than 20% of all Branches
during NB Core Hours
B2.2.2 Number of Core NB System Faults causing NBS <=12 Y
unavailability in more than 20% of all Branches
during Non NB Core Hours
B2.2.3 Availability Period aggregate Average Branch Outage <=1.5 hours Y
during NB Core Hours
B2.2.4 Availability Period aggregate Average Branch Outage <=12 hours Y
during Non NB Core Hours
Network Availability — (for each Availability Period)
B2.4.1 Central Network Availability >=99.95% N
B2.4.2 NBE Network Availability >=99.95% N
Ref: Service requirement Service Level LDT and/or ARL
Target Y/N
2.1.1.5 NBS reliability measures
B3.1 Fixed Connection reliability 99% Y
B3.2 ADSL Connection reliability 99% Y
B3.3 Dialed Connection reliability 97% Y
2.1.1.6 Data Reconciliation Service measures
B4.1 NB Priority Exceptions resolved in 8 hours or less 95% N
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SERVICE LEVELS FOR MISCELLANEOUS SERVICES
2.1.1.7 Data Errors
DE1.1 2.1.1.8 BIMs report issued within 5 days 95% N
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