FUJ00234979
FUJ00234979
oO Service Level Target and Liquidated Damages Exclusions
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
Document Title: Service Level Target and Liquidated Damages Exclusions
Document Type: Process — Joint Working Document
Release: Release Independent
Abstract: Joint Working Document to support the Service Level Target &
Liquidated Damages Exclusions applicable to the inch Network
Service.
Document Status: WITHDRAWN
Author & Dept: Matthew Lenton, Fujitsu Services [previousI
External Distribution: As reviewers and approvers
Approval Authorities:
Dionne Harvey
Alex Kemp
See Post Office
Note:
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FUJ00234979
FUJ00234979
Service Level Target and Liquidated Damages Exclusions
Pe)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
0 Document Control
0.1 Table of Contents
i} DOCUMENT CONTROL
0.1 Table of Contents
0.2 Document History
0.3 Review Details.
0.4 Associated Documents (Internal & External)
0.5 Abbreviations
0.6 Glossary.
0.7 Changes Expected .
08 Accuracy....
0.9 Copyright...
4 SUMMARY. .......ccccscsssssesssssssseseseseseseneenessssscscsesessasascacosssssbinressbersecsesssnsssseasesseseeeesees 6
2 EXCLUSION CRITERIA - BRANCH NETWORK:S
3
34
32
3.3 Functionality not impacted by fault.
3.4 Call reclassification (ND to HD).
3.5 Incident passed out of Fujitsu di
3.6 Unable to contact Branch to p
3.7
3.8 Fault due to enforced closu: user error/damage/negligence ..
3.9 Branch in OBC status
3.10 Agreed pilot-site
3.11 Call cancelled
3.12 Duplicate call r
3.13 Training site call .
3.14
3.45 y
3.16 isabled by agreement with POL ..
17 ‘k wide failure......
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0.2 Document History
Version No. I Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
0.1 10/08/06 Issued for review as CCD
0.2 21/03/07 Issued for review as JWD including reviewers’ comments and
SLT extension criteria for Engineering Service incidents
1.0 19/06/07 Reviewers comments included and document issued for
approval
14 02/10/07 Addition of exclusions in respect of training sites, duplicate
calls, off site builds and faults which do not prevent trading
20 20/11/07 Reviewers comments included and document issu
approval
24 46/12/08 Addition of exclusions in respect of network ff
amendments for faults where Tivoli indicates that
branch/counter is operational or which do not prever
3.0 18/03/09 For approval
3.1 18/10/10
40 15/12/10
4 4 05/12/12 Introduction of chang
v2.06 implementation
50 44/01/13
5.1 04/02/14 6 (Extended Engineering CT1216
RMGA, HSD and SSC
6.0 26/02/14
6.1 17-May-201 0 CCN1423c
val of contenit in Sections 1 and 6 and relating toData__ I HNG-X T6 Counter
ery targets as no longer relevant since the demise of I Application Rollout
IG-X Counters, following which transactions are no I Complete
Addition to Table 1: “Incident caused by network traffic not CCN1501a
incident caused by other network traffic’.
Change of POL approver
Change to Dionne Harvey role title. Section 0.5: added
Incident codes, and corrected definition of MAC to align with
Schedule 1
}9-Mar-2018 I Approval version
WD 03-Dec-2021 WITHDRAWN: As this document only referred to Branch CCN1623
Network Service, the termination of the Branch Network
Service rendered this document obsolete. Withdrawn as per
CCN1623.
0.3 Review Details
Review Comments by :
Review Comments to
Matthew Lenton & PostOfficeAccountDocumentManagementi__
Mandatory Review
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FUJ00234979
FUJ00234979
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FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
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Role Name
Post Office: Contracts Manager Dionne Harvey’
Post Office: Vendor Manager Mark Nashi
Fujitsu Services: Senior Commercial Manager Carol Dunford
Fujitsu Services: Service Delivery Alex Kemp
Fujitsu Services: Service Delivery Chris Harrison
Fujitsu Services: SSC Lead for XCC. John Simpkins
Fujitsu Services: Service Architect Phil Boardman
Optional Review
Role Name
Fujitsu Services: Service Delivery Andrew Hemingway
Fujitsu Services: Commercial Krishna Topan; Post ercial Mailbox
Fujitsu Services: Service Delivery Steve Bansal
Fujitsu Services: Service Delivery Sandie Bothi
Fujitsu Services: Document Management Matt
Issued for Information — Please restrict this
distribution list to a minimum.
Position/Role
(*) = Reviewers that retumed comments
0.4 Associated Documen
‘eference Version Date Title Source
PGMDCM/TEM/0001 I
(DO NOT REMOVI
ernal & External)
Fujitsu Services Post Office Account Dimensions
HNG-X Document Template
SVM/SDM/SDI00 Branch Network: Service Description I Dimensions
Operational Business Change Dimensions
(Branch Change) Service: Service
Description
POA Operations Incident Dimensions
Management Procedure
ic version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Ab tion inition
BT British Telecom
CMT Fujitsu - Communications Management Team
HD Code for a Hardware Incident
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FUJ00234979
FUJ00234979
co Service Level Target and Liquidated Damages Exclusions
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
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Abbreviation Definition
MAG Fujitsu — Major Account Controllers
ND Code for a Network Incident
OBC Operational Business Change
POL Post Office Ltd
SLT Service Level Target
0.6 Glossary
Term Definition
Atos Service Desk Post Office Ltd nominated Service Integrator Service Des!
EUC Tower Contractor __I Post Office Ltd nominated Engineering supplier
0.7 Changes Expected
0.8 Accuracy
Not applicable
0.9 Copyright
© Copyright Fujitsu Services Limited (21
stored or transmitted in any form without
served. No part of this document may be reproduced,
permission of Fujitsu Services.
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FUJ00234979
FUJ00234979
oO Service Level Target and Liquidated Damages Exclusions
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
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1 Summary
This document defines the exclusions applicable to the calculation of:
e Branch Network Service — Time to Repair Service Level Targets;
e Branch Network Service — Branch and Counter Availability Service Level Targets;
e Branch Network Service — Counter Availability Liquidated Damages.
2 Exclusion Criteria - Branch Network Service
Branch Network Service incidents may be excluded partially or totally from SLTs a
Damages as defined below:
e Partial exclusion allows the call to be suspended for part of the call;
« Total exclusion allows the call to be suspended for the duration of the,
clear time.
Incidents may be excluded in accordance with the criteria set out in Te
Table 1
Reason for exclusion Partial Exclusion Total exclusion
Access Times
Tivoli indicates Branch/Counter operational
Functionality not impacted by fault
Call reclassification (ND to HD)
Incident passed out of Fujitsu domai
Unable to contact Branch to progre:
Clear time requires adjustment,
Indeterminate tesolution
Service disabled by agreement with POL
Network wide failure
Incident caused by network traffic not originating
from Fujitsu Services
Further details of the exclusion criteria relating to Branch Network Service incidents are provided in
Section 3.
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FUJ00234979
FUJ00234979
oO Service Level Target and Liquidated Damages Exclusions
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
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3 Exclusion Details - Branch Network Service
Further details of the reasons for exclusion listed in Table 1 are provided below. Unless otherwise stated,
the exclusions will apply to all faults and relate to both Service Level Targets and Liquidated Damages.
3.1 Access times
Calls will be suspended for any time outside the access hours as provided by the Atos Service Desk,
which may be greater or more restrictive than the opening hours. Calls may also be suspended if the
branch requests a call back.
3.2. Tivoli indicates Branch/Counter operationa
Calls will be suspended when the event management system indicates tl
operational. This will allow for accurate suspension on intermittent communi
exclusion will apply to Branch Network and Branch Router Network incidents only.
3.3 Functionality not impacted by faul
Where the fault does not have a consistent effect on the operation of the fal
3.4 Call reclassification (ND to HD)
fault is with the branch router, the
uspended from the open time until
the time the call is with BT. This
Where the incident has been passé
to BT, EUC Tower or referral to POL
of the Fujitsu domain until th
Line Support have been unable to contact the branch to arrange
a third party rovide remote assistance. It should be evident within the call that
reasonable en sed to contact the branch. The call is suspended after reasonable
endeavours to the branch were made until the time that contact with the branch is established.
e requires adjustment
the service became operational prior to the clear time specified in the call. The
call is sus} led from the time that the service became operational until the clear time.
3.8 Fault due to enforced closure, third party or user
error/damage/negligence
Where a delay is incurred in the service becoming operational due to circumstances of enforced closure,
user or third party error, damage or negligence. The call will be suspended from the time that the
resumption of service is prevented until the time it becomes possible to resume service again.
3.9 Branch in OBC status
Where the fault relates to an OBC Branch Change which is in the course of completion.
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3.10 Agreed pilot site
Where the fault relates to a pilot site which is excluded from SLTs and Liquidated Damages as agreed by
POL.
3.11 Call cancelled by Branch
Where the branch has taken action to resolve the fault, or the fault has resolved itself, and the call has
subsequently been cancelled.
3.12 Duplicate call raised by Branch
Where an earlier call has been logged by the branch relating to the same incid
progressed to resolve the fault. 4
ind.which has been
3.13 Training site call
Where the call has been logged by a POL training site.
3.14 Internally raised call
Where the call has been incorrectly logged against a live bra
Fujitsu Services.
as been internally raised by
3.15 Indeterminate resolution
Where a fault has been resolved but bot
fault is investigated by a number of
actions to try and resolve the fault but:
are unclear. It should be evident witht
solution are unclear. For example, where a
Support, BT and POL, who all undertake
esolved, its cause and the resolving action
asonable endeavours were used to diagnose the
e agreed with Post Office Service Delivery.
hough the
le. call that
Where the service -d by agreement with POL e.g. for protection against a computer
virus. 4 :
sin a loss of the availability of one or more branches and counter positions.
juded in the Network Wide Failure unavailability figures and therefore individual
ilure may be excluded
lent caused by other network traffic
Where an incident results from traffic travelling over the Branch Network Service that does not originate
from Fujitsu Services, then any failure associated with that incident will be excluded from SLT
calculations.
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