FUJ00232653
FUJ00232653
FUIITSU Central Network Service: Service Description
yl FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
Document Title: Central Network Service: Service Description
Document Type: Service Description — Contract Controlled Document
Release: HNG-X
Abstract: Service Description of the Central Network Service provided under
contract to Post Office
Document Status: APPROVED
Originator & Dept: Roger Stearn, Fujitsu Services: Networks Service Delivery
Manager
External Distribution: (For Document Management to distribute following approval)
Security Risk Assessment YES, security risks have been assessed, see section 0.7 for details.
Confirmed
Approval Authorities:
Name Role See Dimensions for record
Steve Beddoe POL Senior Service
Delivery Manager
Alex Kemp Fujitsu Senior Operations
Manager
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIALIN poy. SVM/SDM/SD/0012
Limited 2013 CONFIDENCE) *
Version: 4.0
UNCONTROLLED WHEN PRINTED OR _Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 1 of 4
FUJ00232653
FUJ00232653
foe) Central Network Service: Service Description
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
Reference
1.0 31/08/06 Agreed
44 03/02/09 _I General cleanup to reflect the current design
Updated the Author, Approval and
Reviewers
2.0 21/05/09 General Update to include HNG-x.
2.1 21/10/09 General Update and issued for review
3.0 21/01/10 Approval version
3.1 05/01/12 Update to replace ‘Streamline’ with I CPO665 (MA)
‘Merchant Acquirer’. Update to replace I (59794
‘Alliance and Leicester’ to ‘Santander’. (Santander)
Changed the Operational Change Proposals
to Operational Change (MSCs). Fixed
numbering in section 2.7. Removed pre HNG-
X transition states. Updated names/roles and
document references.
3.2 04/10/2013 I General review and update:
Added abbreviations and re-ordered
alphabetically
Provided more detail in Service Summary 1.1 CP5319
Added Connection to 3MCogent/Phoenix
Data Centres for Application, Enrolment and CCN1308b
Identity (AEI)
Minor changes/tidying
4.0 16/12/2013 I Approval version
0.2 Review Details
Review Comments by
Review Comments to : Roger Stearn & POA Document Management
Mandatory Review
Senior Operations Manager Alex Kemp
Commercial Manager Sarah Guest
© Copyright
Limited 2013
Fujitsu
Services FUJITSU RESTRICTED (COMMERCIAL IN per.
CONFIDENCE)
Version:
UNCONTROLLED WHEN PRINTED OR _Date:
STORED OUTSIDE DIMENSIONS Page No:
SVM/SDM/SD/0012
4.0
16-Dec-2013
20f1
FUJ00232653
FUJ00232653
Central Network Service: Service Description
FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
Re)
FUJITSU
POL Senior Commercial Manager
Liz Tuddenham (POL, via Post Office Account Document
Management)
SSC (for Configuration Management)
Steve Parker; sscdm¢
Service Transition & Change Tony Atkinson
Operational Change/Release Management Alan Flack
Service Governance Manager Adam Bowe
Service Architect
Steve Godson
Optional Review
Commercial Manager
Adrian McMahon Stone
POL Commercial Manager
Sue Stewart (POL, via Post Office Account Document
Management)
Security Architect
Dave Haywood
Application Development Manager
Keith Tarran
Business Continuity
Sathish Ramalingam
Systems Mgt & Global Cloud
Catherine Obeng
Infrastructure Operations Manager
Andrew Hemingway
Quality and Compliance
Bill Membery
Application Lead SDM and Risk Manager
Yannis Symvoulidis
Operational Security
Kumudu Amaratunga
Document Manager
Matthew Lenton
Lead SDM Problem & Major Incident
Steve Bansal
MI Systems Lead Mark Jones
Information Analyst Jan Ambrose
POA Head of Business & Application Services Nana Parry
POA Head of End User Services
Leighton Machin
POL Senior Service Delivery Manager
Steve Beddoe (POL, via Post Office Account Document
Management)
Issued for Information
(* ) = Reviewers that returned comments
0.3 Associated Documents
Reference Versi I Date Title Source
on
SVM/SDM/SD/0011 Branch Network Service: Dimensions
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIAL IN sf:
Timitea 003 CONFIDENCE) Rel SVM/SDM/SD/0012
UNCONTROLLED WHEN PRINTED OR Date:
STORED OUTSIDE DIMENSIONS
Version: 4.0
16-Dec-2013
PageNo: 3 of 4
FUJ00232653
FUJ00232653
foe) Central Network Service: Service Description
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
Service Description
SVM/SDM/SD/0003 Data Centre Operations Dimensions
Service: Service Description
SVM/SDM/TP/0001 HNG-X Operational Test Plan I Dimensions
SVM/SDM/PRO/0001 Major Incident Process Dimensions
SVM/SDM/PRO/0018 Incident Management Dimensions
Process
SVM/SDM/SD/0007 Service Management Service: I Dimensions
Service Description
SVM/SDM/PLA/0001 HNG-X Support Service Dimensions
Business Continuity Plan
SVM/SDM/PLA/0002 HNG-X Services Business Dimensions
Continuity Plan
Unless a specific version is referred to above, reference should be made to the
current approved versions of the documents.
N.B. Printed versions of this document are not under change control.
0.4 Abbreviations/Definitions
Abbreviation
Definition
COTS Commercial Off the Shelf
ccD Contract Controlled Document
CMT Communications Management Team
DNS Domain Name System
EDG Electronic Data Gateway
HSD Horizon Service Desk
IMT Incident Management Team
ISDN Integrated Service Digital Network
IP Internet Protocol
MSC Fujitsu toolset for managing Operational Change
PI Processor Interface
POA Fujitsu Post Office Account
POL Post Office Ltd
RADIUS Remote Authentication Dial In User Service
SMC Service Management Centre
TIP Transaction Information Processing
@ Copyright Fujitsu Services FUJITSU RESTRGTED (COMMERCIAL 1N Pet Swmisowispo0'2
UNCONTROLLED WHEN PRINTED OR _Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 4 of1
FUJ00232653
FUJ00232653
foe) Central Network Service: Service Description .
Fujitsu &
FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
Service Desk Fujitsu Post Office Account Service desks which include the SMC,
IMT and HSD.
0.5 Changes in this Version
Version Changes
3.2 Added abbreviations and re-ordered alphabetically
Provided more detail in Service Summary 1.1 and added Connection
to 3MCogent/Phoenix Data Centres for Application, Enrolment and
Identity (AEl)
Minor changes/tidying
0.6 Changes Expected
Changes
Changes expected as a result of the Transitional Support Services CCN1400 (TSS)
0.7 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to
this document.
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIALIN poy. SVM/SDM/SD/0012
Limited 2013 CONFIDENCE) “
Version: 4.0
UNCONTROLLED WHEN PRINTED OR _Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 5 of 4
FUJ00232653
FUJ00232653
Central Network Service: Service Description
FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
Re)
FUJITSU
0.8 Table of Contents
0.0 DOCUMENT CONTROL.
0.1 DOCUMENT History.
0.2 Review DETAILS...
0.3 ASSOCIATED DOCUMENTS...
0.4 ABBREVIATIONS/DEFINITIONS.
0.5 CHANGES IN THIS VERSION
0.6 CHANGES EXPECTED.....
0.7 SECURITY Risk ASSESSMENT.
0.8 TABLE OF CONTENTS.
1.0 SERVICE SUMMARY.
OAnAAGKRWNN NY
SERVICE DEFINITION
1.1. Incident Management.
1.2 Major Business Continuity Incidents.
1.3. Operational Change (MSC)...
14
1.5
Configuration Management.
Service Management...
2. SERVICE AVAILABILITY.
2.3 SERVICE LEVELS AND REMEDIES
2.3.1 General Principles.
2.3.2 Service Level Relief.
2.3.3 Rectification Plan.
2.3.4 Service Levels for which Liquidated Damages Apply...
2.3.5 Service Levels for which Liquidated Damages Do Not Appl
2.3.6 Operational Level Targets.
2.3.7 Performance Metrics.
2.3.8 Design Target:
24 SERVICE LIMITS AND VOLUMETRICS.
2.5 ASSETS AND LICENCES
2.5.1 Assets..
2.5.2 Licence:
2.6 CHARGES.
2.6.1 Operational Fixed Charg
2.6.2 Operational Variable Charge.
2.6.3. Additional Operational Variable Charge.
2.7 DEPENDENCIES AND INTERFACES WITH OTHER OPERATIONAL SERVICES.
2.7.1 Changes...
2.8 Post OFFICE DEPENDENCIES AND RESPONSIBILITIES
2.9 BUSINESS CONTINUITY.
2.10 DOCUMENTATION SET SUPPORTING THE SERVIC!
Neyyynns
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIALIN per. SVM/SDM/SD/0012
Limited 2013 CONFIDENCE)
Version. 4.0
UNCONTROLLED WHEN PRINTED OR Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 6 of 4
FUJ00232653
FUJ00232653
foe) Central Network Service: Service Description .
Fujitsu &
FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
1.0 Service Summary
14 Fujitsu Services shall perform the day to day operational control and
management of the following Central Telecom Infrastructure components
using appropriately trained staff:
(a) the Local Area Networks (LAN) within the main HNG-X Data Centres
including Fujitsu Services managed switches, routers and firewalls;
(b) the Intercampus Links between the main HNG-X Data Centres;
(c) the Central Telecom Infrastructure connectivity to the Branch
Telecom Infrastructure (part of the Branch Network Service);
(d) the Wide Area Network (WAN) and remote Local Area Network
(LAN) for connecting the HNG-X Data Centres to some Post Office
Clients;
= One connection to each of 2 x DVLA Data Centres for Motor
Vehicle Licenses.
= One connection to each of 2 x Santander Data Centres for
Network Banking.
= One connection to each of 2 x EPay Data Centres for Mobile
Phone Topups.
= One connection to each of 2 x 3MCogent/Phoenix Data Centres
for Application, Enrolment and Identity (AEl).
= Two connections to RMG/CSC Northern (Huthwaite) Data
Centre for Track & Trace, EDG, TIP, Credence, POLSAP and
Collect & Returns traffic.
= One connection to RMG/CSC Sungard Data Centre (business
continuity location for TIP).
= One connection to RMG/CSC Maidstone Data Centre (business
continuity location for EDG).
= Connections to 2 x Transaction Network Services Data Centres
from where Post Office Ltd have arranged for onward Debit Card
transaction routing to HSBC Merchant Acquirer.
(e) the Technical Interfaces to Post Office Client owned Wide Area
Network (WAN) connections to the HNG-X Data Centres:
= Connectivity to HP/JP Morgan for Network Banking (Card
Account at Post Office).
= Connectivity to VocaLink for Network Banking (Cash Deposits,
Balance Enquiries or Cash Withdrawal)
= Connectivity to MoneyGram for international money transfers.
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIAL IN Ref: SVM/SDM/SD/0012
Limited 2013 CONFIDENCE)
Version: 4.0
UNCONTROLLED WHEN PRINTED OR Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 7 of 4
FUJ00232653
FUJ00232653
foe) Central Network Service: Service Description .
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
1.2
1.3
1.5
1.6
1.7
(f) the Wide Area Network (WAN) and Local Area Network (LAN) for
connecting the HNG-X Data Centres to Fujitsu Services support
locations;
(g) the Wide Area Network (WAN) and Local Area Network (LAN) for
connecting the HNG-X Data Centres to the Live System Test (LST)
environment which has servers in the HNG-X Data Centres and
counter hardware at Fujitsu Services support locations;
The networks in the Solution Validation & Integrity (SV&l),
Integration (INT) and Component Integration Test (CIT)
environments have been committed separately outside of the
Central Network Service most recently under CCN1328b.
(h) the Internet connectivity for most Post Office Data Gateway file
transfer clients, remote support and some transaction types (Post
Code Anywhere, Broadband Checker, Neopost, Bank Of Ireland,
etc).
(i) the ISDN connectivity for other Post Office Data Gateway file
transfer clients.
Fujitsu Services shall perform the day to day operational control and
management of the following Fujitsu Services support contracts which form
part of the Central Telecom Infrastructure:
(a) Hardware maintenance for switches, routers and firewalls;
(b) Network Management Systems for the purpose of monitoring
devices within the Central Telecom Infrastructure; and
(c) Intercampus cards and switches.
Fujitsu Services shall also provide updated technical data to assist in the
configuration of the following Fujitsu Services infrastructure:
(a) RADIUS authentication servers; and
(b) External network firewalls.
The Central Network Service is based on remote unattended support, i.e.
monitoring that seeks to minimise interruptions to the normal business
operation of the Central Telecom Infrastructure components.
Fujitsu Services will manage access to the Data Centre resident secure
access servers from Fujitsu Services locations during Working Hours, or
from support staff home locations outside of Working Hours using secure
workstation or laptop builds with encrypted communications.
Fujitsu Services will manage a two (2) factor authorisation at the secure
access servers with onward access from the secure access servers to the
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIALIN Reg. SVM/SDW/SD/0012
Limited 2013 CONFIDENCE)
Version: 4.0
UNCONTROLLED WHEN PRINTED OR Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 8 of 1
FUJ00232653
FUJ00232653
foe) Central Network Service: Service Description .
Fujitsu &
FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
Data Centre platforms and Counter Positions using third party Commercial
Off the Shelf (COTS) product management interfaces and audited client
access to all Windows and Unix platforms direct via IP or proxies.
2.0 HNG-X
2.1. Service Definition
2.1.1. Incident Management
2.1.1.1 The Central Network Service will work with the other Operational Services to
ensure that appropriate monitoring toolsets and processes are in place to
identify Incidents within the Central Telecom Infrastructure that have the
potential to adversely impact the HNG-X Services with the exception of the
Service Integration Service.
2.1.1.2. Having identified an Incident, the Central Network Service will ensure that
that a new call is raised via the Service Desk that contains clear and concise
information to enable the Incident to be assigned according to its urgency
and priority and resolved.
2.1.1.3 The Central Network Service will assist the Service Desk Service, the
Branch Network Service, the Data Centre Operations Service, the
Engineering Service and the Systems Management Service and Fujitsu
Services Telecommunications Suppliers to resolve any Central Telecom
Infrastructure related Incidents in accordance with the Working Document
entitled: “Incident Management Process” (SVM/SDM/PRO/0018).
2.1.1.4. The Central Network Service shall inform Post Office of any Central
Telecom Infrastructure Incidents adversely affecting the HNG-X Services
with the exception of the Service Integration Service.
2.1.2 Major Business Continuity Incidents
2.1.2.1. In the event of a Major Business Continuity Incident (MBCl), as defined in
the joint Working Document entitled "HNG-X Services Business Continuity
Plan" (SVM/SDM/PLA/0002), within the Central Telecom Infrastructure, the
Central Network Service shall ensure that the Incident is logged and
escalated as described in the Working Document entitled: “Major Incident
Process”, (SVM/SDM/PRO/00071).
2.1.2.2 As part of an on-going service assurance activity, the Central Network
Service will participate in Major Incident Walkthroughs to take place at
regular intervals.
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIAL IN Ref: SVM/SDM/SD/0012
Limited 2013 CONFIDENCE)
Version: 4.0
UNCONTROLLED WHEN PRINTED OR Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 9 of 4
FUJ00232653
FUJ00232653
foe) Central Network Service: Service Description .
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
2.1.3. Operational Change (MSC)
The Central Network Service will create and/or impact Manage Service Change
(MSCs) for operational changes in accordance with section 2.1.6 of the CCD
entitled: “Service Management Service, Service Description” (SVM/SDM/SD/0007).
2.1.4 Configuration Management
2.1.4.1. Fujitsu Services shall maintain an inventory of all Central Telecom
Infrastructure configuration items (e.g. routers and network circuits) and
understand the relationships between them.
2.1.4.2. The inventory includes any additions and amendments to, and removals
from:
(a) Fujitsu Services’ supported network platforms;
(b) changes in accordance with the Change Control Procedure to the
configuration of the existing Software / Hardware configurations
across the Central Network Service;
management of all IP addressing;
DNS management; and
firewall rule base.
as
So
2.1.5 Service Management
2.1.5.1 Continuous Service Improvement
The Central Network Service shall work closely with the Service Management
Service and Post Office to identify and, where agreed, implement service or cost
improvement initiatives as referred to in section 1.4 of the CCD entitled: “Service
Management Service, Service Description” (SVM/SDM/SD/0007).
2.1.5.2 Service Reporting
The Central Network Service shall, as required, provide service reporting for
distribution to Post Office as required under the Service Management Service
described in the CCD entitled: “Service Management Service, Service Description”
(SVM/SDM/SD/0007).
2.1.5.3 Supplier Management
The Central Network Service shall manage all Fujitsu Services’ third party suppliers
utilised in the support of the Central Network Service. These activities include:
(a) defining the services that the supplier delivers;
(b) negotiating with the supplier;
(c) establishing a Contract with the supplier;
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIAL IN Ref: SVM/SDM/SD/0012
Limited 2013 CONFIDENCE)
Version: 4.0
UNCONTROLLED WHEN PRINTED OR Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 10 of 1
FUJ00232653
FUJ00232653
foe) Central Network Service: Service Description .
Fujitsu &
FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
(d) monitoring the performance of the supplier;
(e) performing regular supplier reviews including service initiatives;
(f) I managing problems relating to the supplier; and
(g) managing changes relating to the supplier.
2.1.5.4 Capacity Management
2.1.5.4.1 The Central Network Service shall continuously monitor the performance of
the Central Telecom Infrastructure with regard to the actual traffic across
Central Telecom Infrastructure. This will enable Fujitsu Services to manage
the Central Network Service and utilise capacity to its optimum to ensure the
performance levels of the Central Telecom Infrastructure are maintained to
minimise the impact and occurrence of Incidents.
2.1.5.4.2 The Central Network Service shall liaise with the Service Management
Service regarding the actual performance of the Central Telecom
Infrastructure within current traffic volumes.
2.1.5.4.3 The Central Network Service will review with the Capacity Management
Service, the forecasted traffic volumes to assess the future capacity
requirements of the Central Network Service.
2.2 Service Availability
2.2.1. The Central Network Service is a service internal to Fujitsu Services and is
available 24 hours per day, every day of the year.
2.2.2 The Central Telecom Infrastructure will be available to enable a Branch to
complete a Transaction at any time other than during scheduled
maintenance periods notified by Fujitsu Services to Post Office in
accordance with the Operational Change (MSC) process as described in
section 2.1.3 of this Central Network Service, Service Description.
2.3 Service Levels and Remedies
2.3.1. General Principles
2.3.1.1 Service Level Targets (SLTs) detailed in sections 2.3.4 and 2.3.5 of this
Central Network Service, Service Description, which do not specify a
measurement period are:
(a) reported monthly via the Service Review Book (SRB); and
(b) measured over a Service Level Measurement Period equating to a
Post Office financial quarter; i.e.
« January to March;
¢ April to June;
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIAL IN Ref: SVM/SDM/SD/0012
Limited 2013 CONFIDENCE)
Version: 4.0
UNCONTROLLED WHEN PRINTED OR Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 11 of 1
FUJ00232653
FUJ00232653
foe) Central Network Service: Service Description .
Fujitsu &
FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
« July to September ; or
* October to December.
2.3.1.2 All levels of the Central Network Service shall be monitored on a weekly and
monthly basis and any failure to meet an SLT assessed over that month
shall be reported to Post Office by means of the SRB.
2.3.1.3 The values applicable to each of the Central Network Service SLTs are
identified within section 2.3.5 of this Central Network Service, Service
Description.
2.3.2 Service Level Relief
This section does not apply to the Central Network Service.
2.3.3. Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
2.3.4 Service Levels for which Liquidated
Damages Apply
There are no Central Network Service SLTs for which liquidated damages apply.
2.3.5 Service Levels for which Liquidated
Damages Do Not Apply
2.3.5.1 Banking Authorisation Agent Availability for each Availability Period
Fujitsu Services shall record the number of times and the duration that the
connection between each Banking Authorisation Agent and each Processor
Interface (PI) is unavailable and causes disruption to Post Office. For the purposes
of this section 2.3.5.1 “unavailable” means a break of connection (at the application
or network level) or loss of service excluding all unavailability due to:
(a) any of the system management activities including the introduction of Software
distribution, continuity testing and Reference Data updates and other such
activities or any other planned outages as the Parties may agree from time to
time. Such periods shall be scheduled by agreement with Post Office in
accordance with ITIL compliant service management practices agreed by the
Parties. Post Office shall not unreasonably withhold or delay agreement to the
period of scheduled unavailability or the process for scheduling such
maintenance periods; or
(b) a failure of a PI (in respect of the particular connection which is unavailable) or
any connection for which Fujitsu Services is not responsible (including, without
limit, those connections relating to CAPO and LINK for which Post Office are
responsible pursuant to Schedule B3.3).
Table 1
{ Description I SLT I
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIAL IN Ref: SVM/SDM/SD/0012
Limited 2013 CONFIDENCE)
Version. 4.0
UNCONTROLLED WHEN PRINTED OR Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 12 of 1
FUJ00232653
FUJ00232653
foe) Central Network Service: Service Description .
Fujitsu &
FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
Number of PI outages for more than 2 minutes for same Bank <=1
Number of PI outages for more than 2 minutes for different Banks <=2
2.3.5.2 Santander Network Availability for each SLT Calendar Year
Table 2
Description SLT
2.3.5.2 Santander Network Availability >=99.95%
2.3.6 Operational Level Targets
There are no operational level targets (OLTs) associated with the Central Network
Service.
2.3.7. Performance Metrics
2.3.7.1 Banking Authorisation Agent Availability for each Availability Period
If Fujitsu Services persistently fails to achieve the performance metrics described in
Table 3 below as a result of a lack of capacity or performance of the HNG-X Central
Infrastructure, then increases in capacity or performance required to address the
deficiency shall be dealt with by the Capacity Management Service.
Table 3
Description PM
Number of PI outages for more than 1 minutes for same Bank <=1
Number of PI outages for more than 1 minutes for different Banks <=2
2.3.8 Design Targets
There are no design targets associated with the Central Network Service.
2.4 Service Limits and Volumetrics
There are no service limits or volumetrics associated with the Central Network
Service.
2.5 Assets and Licences
2.5.1 Assets
Assets relevant to the Central Network Service are set out within the Asset Register.
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIAL IN Ref: SVM/SDM/SD/0012
Limited 2013 CONFIDENCE)
Version: 4.0
UNCONTROLLED WHEN PRINTED OR Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 13 of 1
FUJ00232653
FUJ00232653
foe) Central Network Service: Service Description .
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
2.5.2 Licences
The Central Network Service will ensure that all third party software licences from
time to time required by Fujitsu Services to provide the Central Network Service are
maintained to ensure they are current and valid for the version of third party
software being used at the time. Where a licence or its associated support and
maintenance is due to expire, and Fujitsu Services determine that renewal is
required, the Central Network Service will ensure that the appropriate renewal
process, as defined by the appropriate software vendor or licensor, is completed
and a new licence is concluded prior to the expiry date to ensure continuity of the
service.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
There are no operational variable charges associated to the Central Network
Service.
2.6.3 Additional Operational Variable Charge
There are no additional operational variable charges associated to the Central
Network Service.
2.7 Dependencies and Interfaces with Other Operational
Services
2.7.1 Changes
Any changes agreed between Post Office and Fujitsu Services to the scope or
availability of the Central Network Service and/or any of the other Operational
Services will be agreed in accordance with the Change Control Procedure. This
section describes the interfaces with other Operational Services as at the
Amendment Date as follows:
2.7.1.1 The Service Desk Service
Any changes to the scope of the Central Network Service may result in Incidents
being raised to the Service Desk via the Systems Management Service.
2.7.1.2 The CMT Service
Any change to the scope of the CMT Service will result in Central Network Incidents
being handled by the Service Desk.
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIAL IN Ref: SVM/SDM/SD/0012
Limited 2013 CONFIDENCE)
Version: 4.0
UNCONTROLLED WHEN PRINTED OR Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 14 of 1
FUJ00232653
FUJ00232653
foe) Central Network Service: Service Description .
Fujitsu &
FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
2.7.1.3 The Branch Network Service
The Central Network Service works closely with the Branch Network Service in
supporting the HNG-X Telecommunications Infrastructure. If the scope of the
Central Network Service is changed, the Branch Network Service may need to
manage the Central Network Service's responsibilities in relation this.
2.7.1.4 The Systems Management Service
If the scope of the Systems Management Service is changed, the Data Centre
Operations Service may take over the System Management Service's role in
supporting the Central Network Service.
2.7.1.5 The Third Line Support Service
If the scope of the Third Line Support Service is changed, the Applications Support
Service (Fourth Line) may take over the Third Line Support Service's role in
supporting the Central Network Service.
2.7.1.6 The Engineering Service
If the scope of the Engineering Service is changed, any alternative Service Provider
would be required to take over the Engineering Service's role in supporting the
Central Network Service.
2.7.1.7 The Data Centre Operation Service
If the scope of the Data Centre Operations Service is changed, the Systems
Management Service may take over the Data Centre Operations Service's role in
supporting the Central Network Service.
2.7.1.8 The Service Management Service
If the scope of the Central Network Service is changed, the Service Management
Service may have to take over the role of managing the Central Network Service
communicating directly with Post Office the status and nature of faults within the
Central Network and may have to take over the role of managing the Central
Network Service suppliers.
2.7.1.9 The Operational Business Change (Branch Change) Service
The Central Network Service will support any OBC Branch changes delivered by the
OBC (Branch Change) Service. If the scope of the Central Network Service
changed, the Service Management Service would have to take over this role.
2.7.1.10 The Reference Data Management Service
The Reference Data Management Service will support the Central Network Service.
If the scope of the Reference Data Management Service is changed, the Data
Centre Operations Service would have to take over this role.
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIAL IN Ref: SVM/SDM/SD/0012
Limited 2013 CONFIDENCE)
Version: 4.0
UNCONTROLLED WHEN PRINTED OR Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 15 of 1
FUJ00232653
FUJ00232653
foe) Central Network Service: Service Description .
Fujitsu &
FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
2.7.1.11. The Management Information Service
The Management Information Service may request data to support MIS Reports
delivered internally within Fujitsu Services or to Post Office. If the scope of the
Central Network Service changed, the Service Management Service may have to
take over this role.
2.7.1.12 The Security Management Service
The Central Network Service will support the Security Management Service in
ensuring the appropriate levels of security are met in respect of systems access. If
the scope of the Central Network Service changed, the Third Line Support Service
or the Systems Management Service might have to take over this role.
2.8 Post Office Dependencies and Responsibilities
In addition to Post Office responsibilities set out in Schedule A5 of the Agreement,
Post Office shall act reasonably in agreeing outages under section 2.3.5.1 (a) of this
Central Network Service, Service Description.
2.9 Business Continuity
This section defines the measures taken to minimise the risk of not being able to
provide the Central Network Service and sets out what Fujitsu Services is required
to provide in terms of Business Continuity specific to the provision of this Central
Network Service. Details of the Central Network Service Business Continuity Plan
are set out in the Working Document entitled: “HNG-X Support Service Business
Continuity Plan” (SVM/SDM/PLA/0001), and in addition Fujitsu Services shall:
2.9.1 provide failover in respect of the Central Network Service to enable all
Branches to continue to have the ability to settle Transactions and perform
critical on-line services (namely Banking and Payment Management (Debit
Card)) within two (2) hours of failure of a live Data Centre; and
2.9.2 carry out a minimum of one (1) walkthrough and one (1) operational test per
calendar year for the Central Network Service, subject to agreeing the actual
dates for such tests with Post Office (such agreement not to be
unreasonably withheld). Such tests shall be carried out in accordance with
the Working Document entitled: “HNG-X Operational Test Plan”
(SVM/SDM/TP/0001).
2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Central Network Service, Service
Description supports the delivery of the Central Network Service. Should any
elements of the Central Network Service be changed following agreement with Post
Office, Fujitsu Services will ensure these documents are also reviewed and
amended where necessary in line with changes agreed.
© Copyright Fujitsu Services FUJITSU RESTRICTED (COMMERCIAL IN Ref: SVM/SDM/SD/0012
Limited 2013 CONFIDENCE)
Version: 4.0
UNCONTROLLED WHEN PRINTED OR Date: 16-Dec-2013
STORED OUTSIDE DIMENSIONS PageNo: 16 of 1