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Document Title: Data Centre Operations Service: Service Description
Document Reference: SVM/SDM/SD/0003
Document Type: Service Description — Contract Controlled Document
Release: Release Independent
Abstract: Describes the Data Centre Operations Service
Document Status: APPROVED
Document Author & Phil Boardman Service Architect, Fujitsu Services Post Office
Dept: Account
Document Editor (this Phil Boardman Service Architect, Fujitsu Services Post Office
edition) Account
Document Owner Steve Bansal, Senior Service Delivery Manager, Fujitsu
Services Post Office Account
External Distribution: As Mandatory Reviewers List in section 0.3
Information See section 0.9.
Classification:
Approval Authorities:
Name See Dimensions for record
Steve Bansal Fujitsu Services Post Office Account Senior
Service Delivery Manager
Rajiv Rathod Post Office Limited Head of IT Contract
Management
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0 Document Control
0.1 Table of Contents
DOCUMENT CONTROL
Table of Contents
Document History ..
Review Details
Changes Expected
Accuracy
Information
4 SERVICE SUMMARY
2 HNG-X....
2.
Service Definition
Key activities .
Capacity Management
Qperational Change Proposals
Service Management
General Principles
Service Level Reliet
Rectification Plan ..
Service Levels for which Liquidated Damages Apply .
Service Levels for which Liquidated Damages Do Not Apply
Operational Level Targets.
Performance Metrics .
Design Targets ..
Operational Fixed Charge.
Operational Variable Charge
Additional Operational Variable
Dependencies and Interfaces with Other Operational Services
Not used...
The Service Management Servic
2.7.3 The Systems Management Service
2.7.4 The Central Network Service
2.7.5 Removed by CCN1623b....
2.7.6 The Management Information Service
2.7.7 The Reference Data Management Service ...
2.7.8 The Operational Business Change (Branch
2.7.9 The Third Line Support Service ....
2.7.10 The Security Management Service.
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2.8 Post Office Dependencies and Responsibilities
2.9 Business Continuity ..
2.9.1 Failover from live to Disaster Recovery Data Centre .
2.9.2 FrQUENCY ......cccesecteeseeseeseesteseesereesenses
2.10 Documentation Set Supporting the Service.
ANNEX A: PODG CLIENT FILE RE-SEND SERVICE .........ccsccseesereen
Summary
1 Service Components.
-2 Request for file re-sen
File re-send and confirmation to Post
3
4 Liaison with Client
5 Service Availability
Service Levels and Targets
1 Operational Service Levels
Service Limi
Charges.
Post Office Dependencies and Responsibi
Documentation Set Supporting the Service
ANNEX B: NOT USED 31
ANNEX C: POST OFFICE DATA GATEWAY SERVICE...........ccscseeseen 31
Summary
Service Definition
Platform Hosting
Network...
File Transfer Services
Service Management
Incident Management .
Service Availability ..
Resilienc
Business. ly
Service Levels or Targets .
Capacity .
Changes...
Charge:
ANNEX D: COLLECT AND RETURN WEB SERVICE...........ccsseseseseee
Summary...
Requirements .
Service Level Requirements (warranty).
Service Levels, Key Performance Indicators (warranty)
Key Performance Indicator:
Measurement Periods...
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0.2 Document History
Version Date Summary of Changes and Reason for Issue Associated Change -
No. CP/PEAK/PPRR
Reference
1.0 31/08/06 Agreed
14 12/12/07 Changes to sections 5.1.2.1.3, 2.9.1.1 and 2.3.4.6.1
1.2 14/10/2008 Review as per CCN, see section 0.5 for changes
1.3 26/03/2009 Changes Applied to reviewed comments from Dave
Chapman, Torstein Godeseth, Dave Johns, Dave Cooke
Is not used. Previous details of have now become Table 4
Table 26 No longer Valid
1.4 27/03/2009 Table 15a added = to SLT
2.0 30/07/2009 Approval
21 29/09/2009 Review Change Section 3.2.1 & 3.9.1
3.0 08/10/2009 Approval
3.1 10/08/2010 Review prior to POLSAP- POLSAP
3.2 25/10/2010 Review Post POLSAP POLSAP:
3.3 14/06/2011 Major Update of Document now relevant for HNG-X only POLSAP; R1 post go
with removal of sections 3 (Hydra) and those SLA’s listed _ I live changes
to be removed after HNG-X completed. These were listed
under section 3.3.2.1 General Principles v3.2 which are
now removed from this updated document :
a. section 2.3.4.4: inbound LFS;
b. : Inbound Transaction Correction
c. — section 2.3.5.3: APS to APS Clients
d. section 2.3.5.7: inbound LFS; and
e. section 2.3.5.8: inbound Transaction Correction
Records.
Updated section 2.9.1.1 DR failover schedule to reflect the
current business requirements.
3.4 07/07/2011 Updated following comments received from Fujitsu POLSAP
reviewers *
3.5 23/03/12 Changes to correct inaccuracies and baseline to Release 1. I POLSAP
of HNG-X.
3.6 27/03/2012 Removal of annotations and amend references to SAPADS I POLSAP
to POLSAP
3.7 09/05/12 Updated following comments received from Fujitsu
reviewers
3.8 22/08/12 Updated following comments received from Post Office
reviewers
3.9 21/09/12 Changes to introduce PODG and Credence DR P0704 (PODG
Client Migration)
3.10 30/10/2012 Updated following comments received from Post Office Ltd I CP0704 (PODG
and Fujitsu reviewers Client Migration)
3.11 31/10/2012 Updated following review with internal colleagues P0704 (PODG
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Version Summary of Changes and Reason for Issue Associated Change
No. CP/PEAK/PPRR
Reference
Section 2.3.4.1 Table 1: The LD figure in the Liquidated Client Migration)
Damages Formula updated in-line with Schedule B4.4
Annex 2 Section 2.1.4 of Version 8.0 of the Agreement —
1.04p updated to 1.46p
3.12 27/12/2012 Updated following review with Internal colleagues, prior to P0704 (PODG
submission for review with all parties Client Migration)
3.13 23/01/2013 Updated following comments P0704 (PODG
Client Migration)
3.14 20/02/2013 Updated following comments P0704 (PODG
Client Migration)
3.15 27/02/2013 Updated to reflect changes as per comments P0704 (PODG
Client Migration)
3.16 13/03/2013 Updated to reflect changes as per comments P0704 (PODG
Client Migration)
3.17 18/04/2013 Updated to reflect POL comments P0704 (PODG
Client Migration)
3.18 30/04/2013 Following group review — final changes made prior to v4.0 P0704 (PODG
being submitted for approval Client Migration)
3.19 26/09/2013 Updates to 2.3.5.8 Basket Settlement Transactions
2.7.10.1 Obligations PCI. CCN1332A (PCI)
Removal of 2.10 Documentation Set.
Addition of 6 Annex D Collect and Retum. CCN1342 (Collect
and Return)
3.20 30/09/2013 Amendments to Annex D to reflect service design. CCN 1342A (Collect
Revised Table 19 Section 2.10. and Return)
3.21 13/12/2013 Reference to SVM/SDM/SSD/0004 replaced with
COM/MGT/REP/0001 Transfer Asset Register
4.0 13/12/2013 Approval version
44 11/01/2014 Amendment to section 2.3.5.3 SLT measure CCN 1406
5.0 04/02/2014 Approval version
54 17/04/2014 Updated to remove reference to POLSAP: content at TSS CCN1400
2.3. 2.3.4.9, 2.3.7.3 and Annex B removed. Refer to
specific POLSAP Service Descriptions in section 0.4.
5.2 27/05/2014 Added document references TSS CCN1400
TSS CCN1400
10-Jun-2014 anges from v5.0 shown tracked for purpose of POL
review
6.0 29-Nov-2016 I Approval version
64 02-Mar-2017 I Changes to section 2.3.4.3.1 Table 3 reflecting CCN1614a_I CCN1614a
‘Termination of the Branch Network Service and CMT
Service to Branches using the VSAT BB communications
method’ sign-off
Changes to Annex C Sections 5.2.4, 5.2.10 reflecting CCN1502a
CCN1502 Contractual Volume Increase for PA/PER/033 -
Post Office Data Gateway (PODG)
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Version Date Summary of Changes and Reason for Issue Associated Change -
No. CPIPEAK/PPRR
Reference
Added document references for Collect and Return to CCN 1342A
section 0.4, omitted when Annex D was added at version
3.19. Deleted obsolete references.
6.2 10-Oct-2017 I Formatting corrections following review.
Removed references to Horizon Service Desk Service at I CCN1409a
section 2.7.1
Conformed to CCN1618 with addition of Annex E, Test Rig I CCN1618
Manager Role Description, contents of which were
approved by email from Dionne Harvey on 22-Nov-2017.
Conformed to CCN1622a, section 2.3.4.4.1. CCN1622a
Removed reference to SVM/SDM/SD/0002, section 0.4 CCN1616b
6.3 13-Jul-2018 Rows relating to Outbound TPS to POLSAP Software CCN1634a
SLTS deleted, section 2.3.5.3, Table 6.
Contents of Section 2.3.7.1 and Table 14 deleted.
64 15-Jan-2019 Removed references to Credence CCN1602a
Removed reference to POLSAP at Table 18 (change CCN1400
omitted from first conformance to CCN1400, as detailed in
this table).
65 23-Apr-2020 Remove Annex E (CCN1650c) CCN1650
Add BDAS Server to section 2.9.1.1 (CCN1658c) CCN1658
Perform updates in accordance to CCN1655a CCN1655,
6.6 29-Jun-2020 Revisions following review by Steve Bansal:
Removed POLSAP definitions from section 0.5 CCN1655
2.3.4.4.1 Revised scope and end date. CCN1661a
2.1.1.2.1 Reference to Service Desk replaced by Service CCN1409
Management Service.
2.1.1.2.1 Amended section heading from Branch to CCN1423
Network Incident Management and deleted reference to
Branch Infrastructure as no longer part of HNG-X Service
Infrastructure after 01-Apr-2015.
67 23-Jun-2021 2.3.4.4.1 Table 3 amended to exclude transactions from CCN1623b Part 1
branches where the network connection is provided by the
Network Tower Contractor.
2.3.5.8 Table 12 amended, as above.
2.3.5.10 New section added “Data Centre Transaction
Times: Banking and Basket Settlement Transactions”
0.3 AS/IFS/001 and SVM/SDM/SD/0011 deleted. CCN1623b Part 2
2.3.8.2 Table 5 amended in respect of expiry of Branch
Network Service (BNS).
2.7.5 Removed in respect of expiry of BNS.
2.3.4.4(a) and Table 3 amended post transition of BNS to I CCN1623b Part 3
Network Tower Provider.
2.3.5.8 Table 12 amended, as above.
2.3.5.10 Deleted in respect of expiry of BNS.
2.3.4.2 Table 1 amended value in liquidated damages CCN1648b
formula
(Note: 2.3.4.3 Table 2 not updated as per CCN as already
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Reference
deleted by CCN1655a)
2.9.1.1 Table 18 removed reference to MoneyGram.
2.10 Table 19 removed reference to CS/OLA/062
2.3.4.4.1 Amended to extend operation of HNG-A Gaps, CCN1673
SYSMAN3 and Residual Release 17 Component and
Infrastructure to 31-Mar-2022 (follows on from previous
extension in CCN1652c).
1.10 New section added in respect of initial changes to CCN1678
support migration of HNG-X from Belfast Data Centres to
Post Office Cloud.
2.3.4.4 Table 3 amended in respect of any part of the HNG-
X system that has migrated to the Post Office Cloud.
2.3.5.2 Table 5, note added to exclude elements of HNG-X
system that have migrated to the Post Office Cloud
2.3.5.7 Table 11, note added to exclude TESQA when it
has migrated to Post Office Cloud.
2.3.5.8 Table 12 amended in respect of any part of the
HNG-X system that has migrated to the Post Office Cloud.
2.7.10 amended to specify it applies to access to the HNG-
X System only.
2.9.1.1 amended in respect of Post Office responsibility for
failover testing for sub-services hosted on Post Office
cloud.
2.9.1.2 amended to specify extent of Data Centre failover
tests in relation to Post Office Cloud.
68 12-Oct-2021 Amended 2.3.4.4; Table 3; 2.3.5.2; Table 5; 2.9.1.1 to CCN1672a
introduce references to Payment and Banking Service.
Table 3 between PBS3 and PBSS, added statement to CCN1678
exclude any HNG-X banking transactions involving
systems migrated to Post Office Cloud, not specified by,
but in keeping with CCN1678.
2.9.1.1 c) BDAS downtime wording clarified over that given I CCN1658c
in CCN1658c, as per email Phil Boardman to Dionne
Harvey 29-Jul-2021.
7.0 23-Jun-2022 _I Approval version
71 09-Nov-2022 Added paragraph 1.11 to add responsibilities with respect CCN1709a
to support for AppDynamics Agent Software.
Deleted (misplaced) paragraph in respect of support for CCN1710
HNG-A Gaps Counter Position, in order to move it from
paragraph 2.3.4.4 and insert it as paragraph 1.12, in the
Service Summary where it makes more sense. Also,
updated for end date of 31% November 2023 as agreed by
CCN1710, as part of the insertion.
Addition of Service Level Target for which Liquidated CCN1714
Damages Do Not Apply for production of NB101 report in
respect of data provided in RAR (Re-Apportionment
Report) file, into table in paragraph 2.3.5.5.
7.2 17-Jan-2023 _I Updated reviewers and approvers.
73 03-Apr-2023 I Updated paragraphs 2.3.4.4, 2.3.5.2 and 2.9.1.1 with CCN1725a
respect to the completion of rollout of the Payment and
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Reference
Banking Service.
Amended paragraphs 1.12, 2.1.1.3 (a), 2.1.1.5, 2.1.4.2, CCN1732
2.3.2, 2.3.5.2, 2.5.2, 2.9.1.2 and 2.9.2 in respect of the
Extension of this Service to 31% March 2024
Updated reviewers and approvers.
7A 24-May-2023 I Updates in response to review comments
8.0 07-Jul-2023 I Approval version
0.3 Review Details
Review Comments by :
Phil. Boardman.
PostOfficeAccoul
Review Comments to :
Mandatory Review
Role Name
Post Office Limited
Post Office: Head of IT Contract Management Rajiv Rathod <{
Post Office: Horizon Service Lead — Horizon & GLO Martin Godbold {
Fujitsu Services Post Office Account -
Senior Commercial Manager Helen Venters
Senior Service Delivery Manager Steve Bansal
Service Architect Phil Boardman
Name
Post Office Limited
Horizon Chief Architect Sally Rush <¢
Lead Solution Architect Bob Booth <7
Senior Service Manager Loma Owens 4
CISO for Retail and Controls Dean Bessell <
IT Document Specialist Steven Vouthas! _
Fujitsu Services Post Office Account
POA CTO Simon Wilson
POA Chief Architect Torstein Godeseth
Service Architecture Manager Alex Kemp
Security Architect Dave Haywood
Service Delivery SSC & Capacity Manager Adam Woodley; SSC Duty Manager
Customer Requirements Business Manager Steve Evans
Customer Solutions Architect Pete Jobson
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Fujitsu Data Centre Service Delivery Andrew Hemingway
Operational Change/ Release Management Tomi Okelola
HNG-X Network Architect Ravi Saini
Service Delivery Business Continuity Manager Sidharth Singh
IRE11/19 Data Centre Manager John Hill
IRE11 Operations Manager Jill Smyth
IRE11 Unix2 Team Andrew Gibson
sued for Informati
Position/Role Name
(*) = Reviewers that retumed comments
(#) = Reviewers that returned nil comments
0.4 Associated Documents (Internal & External)
Referer Version Date Title Sour
AP/IFS/063 Horizon APOP Authorisation Service Fujitsu Services
Application Interface Specification
AP/IFS/063 Horizon APOP Authorisation Service Fujitsu Services
Application Interface Specification
AP/IFS/065 APOP Host System Reporting to Client Fujitsu Services
Application Interface Specification
AP/MAN/004, APOP Authorisation Service Reference Fujitsu Services
Manual
AS/IFS/001 Horizon to Post Office Feed for Track and I Fujitsu Services
Trace
BP/SPE/046 APOP Definition Fujitsu Services
COM/MGT/REP/0001 Asset Transfer Register Fujitsu Services
CS/PRD/058 Fujitsu Services/Post Office Interface Fujitsu Services
Agreement for Operational Business
Change — Product
DES/APP/AIS/1783 Fujitsu to Post Office PODG Log File Fujitsu Services
Application Interface Specification
DES/APP/DPR/2067 Design Proposal for Local Collect and Fujitsu Services
Return
DES/APP/HLD/2141 HNG-X Collect and Return HLD Fujitsu Services
DES/NET/HLD/2084 HNG-X Reverse Proxy Server Network Fujitsu Services
HLD
DES/NET/HLD/2252 HNG-X Collect and Return Reverse Proxy I Fujitsu Services
Server HLD
DES/PPS/HLD/2205 All Platform Service List Fujitsu Services
DES/PPS/PPD/2135 Physical Platform Design BFCS Collect Fujitsu Services
and Returns
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DEV/INF/LLD/2087 HNG-X Collect and Retum Network LLD Fujitsu Services
PA/PER/033 HNG-X Capacity Management and Fujitsu Services
Business Volumes
REQ/CUS/CDE/1397 Post Office Data Gateway (PODG) Service I Fujitsu Services
Framework Requirements Catalogue
REQ/INF/TIS/1992 Post Office Data Gateway to <Client> Fujitsu Services
Technical Interface Specification for SFTP.
Connections
REQ/INF/TIS/1988 Post Office Data Gateway to <Client> Fujitsu Services
Technical Interface Specification for FTP
Connections
REQ/INF/TIS/1989 Post Office Data Gateway to <Client> Fujitsu Services
Technical Interface Specification for
Connect:Direct Connections
REQ/INF/TIS/1991 Post Office Data Gateway to <Client> Fujitsu Services
Technical Interface Specification for FTPS
Connections
SVM/SDM/OLA/1797 Operational Level Agreement between Fujitsu Services
Fujitsu Services Ltd Post Office Account
and Post Office Limited for the Post Office
Data Gateway’
SVM/SDM/PLA/0002 HNG-X Services Business Continuity Plan I Fujitsu Services
SVM/SDM/PRO/0001 POA Operations Major Incident Fujitsu Services
Management Process.
SVM/SDM/PRO/0007 AP Client File Re-Send — Joint Working Fujitsu Services
Document
SVM/SDM/PRO/0018 POA Operations Incident Management Fujitsu Services
Process
SVM/SDM/PRO/0025 POA Customer Service Problem Fujitsu Services
Management Procedure
SVM/SDM/PRO/1520 Release Management Strategy Fujitsu Services
SVM/SDM/PRO/1871 PODG Client Connection Procedure Fujitsu Services
SVM/SDM/SD/0004 Horizon Online 3rd Line Application Fujitsu Services
Support Service: Service Description
SVM/SDM/SD/0006 Systems Management Service: Service Fujitsu Services
Description
SVM/SDM/SD/0007, Service Management Service: Service Fujitsu Services
Description
SVM/SDM/SD/0012 Central Network Service: Service Fujitsu Services
Description
SVM/SDM/SD/0013. Reference Data Management Service: Fujitsu Services
Service Description
SVM/SDM/SD/0014 Operational Business Change (Branch Fujitsu Services
Change) Service: Service Description
SVM/SDM/SD/0016 Management Information Service: Service I Fujitsu Services
Description
SVM/SDM/SD/0017, Security Management Service: Service Fujitsu Services
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Reference Version Date Title Source
Description
I Svi/sDIw/siP/0001 HNG-X Business Continuity Framework I Fujitsu Services
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
0.5 Abbreviations
Abbreviation Definition
AP Client Trading The 24 hour period from 19.00 of a day to 18.59 of the following day and includes all
Day Bank Holidays and weekends
AP Client Trading Each individual AP Client will require that the transaction data for each AP Client Trading
Window Day or a combination of more than one consecutive AP Client Trading Days (specified as
certain days of the week) will be captured and delivered to the AP Client. The period
which this data covers, be it one AP Client Trading Day or more than one consecutive AP
Client Trading Days is the AP Client Trading Window.
AP Client Transaction I The data file containing the AP transactions recorded or logged at the Data Centre for an
File AP Client Trading Window
AP Client Delivery The calendar day in which the AP Client Transaction File is delivered. This will be the
Day calendar day following the calendar day in which the AP Client Trading Window ends.
APOP Automated Payments Out Pay
APS Automated Payments System
ARL Additional Remedy Level
CAPO Card Account Post Office
ccD Contract Controlled Document
CFS Post Office Ltd. Core Financials System
cTs Control Total Summary
CWC Cash Web Community software, Post Office Ltd. cash management solution
bcs Debit Card Service
DRS Data Reconciliation Service
DVLA Department of Vehicle Licence Authority
DAYA Schedule B4.4: “Day A” means the day of the specified triggering event (such as the date
of a Transaction)
For the purpose of this document Day A refers to the calendar day of the specified
triggering event (such as the date of a Transaction);
DAY B Schedule B4.4: “Day B" means the day following Day A
For the purpose of this document Day B refers to the calendar day following Day A
ETU E Top Up (EPAY Service)
HR SAP Human Resources SAP System
ITIL Information Technology Infrastructure Library
LOT Liquidated Damage Target
LFS Logistical Feeder Systems
LREC Vocalink Reconciliation File
MDM Master Data Management
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Definit
Network Banking
Non Disclosure Agreement
PAF Postal Address File
PAN Primary Account Number
PLD The Development environment where customizing and development can be performed
by Fujitsu
PLE The Test/Training ‘isolated’ environment for Post Office to test end-to-end functionality of
the SAP solution. Authorisation for import of change into this system and all of its clients
is the responsibility of Post Office following recommendation by Fujitsu Services
following recommendation by Fujitsu Services
PLP The stand-alone production environment for Post Office End-users. Authorisation for
import of change into this system and all of its clients is the responsibility of Post Office
and all of its clients is the responsibility of Fujitsu
PLQ The QA ‘isolated’ environment for Fujitsu to test customizing and development changes
for integration and quality assurance. Authorisation for import of change into this system
PM Performance Measure
PODG Post Office Data Gateway
PODGe External PODG server — the client-facing PODG server
PODGi internal PODG server — the HNG-X data centre facing PODG server
Point of Use Point of use is defined as the share, which is used by the BRDB. This specifically
excludes time to transit through PODG
POA Post Office Account (Fujitsu)
RAR Re-Apportionment Report from VocaLink
RPI Retail Price Index
SLT Service Level Target
TES Transaction Enquiry Service
TPS Transaction Processing System
UPS Uninterrupted Power Supply
0.6 Glossary
eieeneneneees Seana
0.7 Changes Expected
nn
0.8 Accuracy
Not applicable.
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0.9 Information Classification
The author has assessed the information in this document for risk of disclosure and has assigned an information
classification of FUJITSU RESTRICTED (COMMERCIAL IN CONFIDENCE).
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1. Service Summary
141 The Data Centre Operations Service consists of two (2) component services:
a) the Data Centre Operations Service — this service is described in sections 2 and 3 of this
document;
b) the AP Client File Re-Send Service — this service component of the Data Centre
Operations Service is described in Annex A: PODG Client File Re-Send Service of this
document;
1.2 The Data Centre Operations Service is responsible for the provision of all Data Centre
operations, which includes, for example; all the agents, servers, and databases used to
manage and support the Branch Infrastructure and HNG-X Central Infrastructure used to
deliver the Business Capabilities and Support Facilities irrespective of technology platform or
geographical location.
1.3 The primary elements of the Data Centre Operations Service cover the day to day
management and operational control of the Data Centre environments located in the live Data
Centre and the Disaster Recovery (DR) Data Centre applying ITIL best practice within these
environments.
1.4 Operational staff will be appropriately trained to carry out the Data Centre Operations Service
process, which includes monitoring capability within each of the respective Data Centres to an
agreed level.
1.5 The Data Centre Operations Service provides on-site operational support in order to identify /
minimise interruptions to the HNG-X Services provided by Fujitsu Services.
1.6 The management of the Data Centres shall be aligned with the operational requirements
within the Branch Infrastructure.
1.7 Changes to the Data Centre environments shall be made without impacting the live service
and in accordance with Fujitsu Services’ corporate working practices and operational
standards. No changes will be carried out within the Data Centre without an approved change
record.
1.8 The Data Centre Operations Service shall be fully compliant with the security management
standards and policies and follow approved procedures as set out within the Contract
Controlled Document (CCD) entitled: “Security Management Service, Service Description”
(SVM/SDM/SD/0017).
1.9 The live Data Centre will run in an active / DR mode with the DR Data Centre being used for
testing. The live Data Centre (including the communications in and out of the building) is, in its
own right, fully resilient. There are single high capacity network links in each data centre.
Resilience is achieved by triangulation, for example, if the single network link into the live Data
Centre fails then traffic will use the single high capacity link into the DR Data Centre and
traverse the inter campus link. Also many network components are active / active across the
data centres. Business Continuity testing is completed during the week (Monday to Friday) for
a maximum of two (2) weeks per year, during which operational testing will not take place at
the DR Data Centre:
1.10 Whilst this Data Centre Operations Service shall not apply to operations and support of the
Post Office Cloud, the following elements of second line application support described in this
CCD shall continue to be provided to those elements of the HNG-X Application migrated to
Post Office Cloud:
a) Incident Management as documented in paragraph 2.1.1.2 below for the operations of
the HNG-X System hosted on the Post Office Cloud only. This shall not apply to incidents
relating to the functioning of the infrastructure used to deliver the Post Office Cloud.
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b) Creation of relevant Operational Change Proposals, as documented in paragraph 2.1.3
below, and impact assessments of relevant Operational Change Proposals, created by
Post Office in accordance with paragraph 2.1.3 below.
c) Continued delivery of the Service Levels as documented in paragraph 2.3, below.
d) Support for the relevant Dependencies and Interfaces with Other Operational Services as
documented within paragraph 2.7, below.
e) Fujitsu Services shall support Post Office's planning and testing of resilience, disaster
recovery and business continuity activities performed on Post Office Cloud. Fujitsu
Services will define and document the HNG-X Application specific aspects of technical
recovery plans for individual sub-systems and for dependencies for recovery sequences
between sub-systems of the HNG-X Application. They will also communicate to Post
Office the recovery sequences and any changes in such plans or dependencies for
recovery sequences identified as a result of changes to the HNG-X Application.
4.14 The Data Centre Operations Service shall support the AppDynamics Agent Software installed
on various platforms within the HNG-X Central Infrastructure, as agreed with Post Office under
the Change Control Procedure. Post Office will be responsible for provision of any patches
and/or updates to be deployed to the installations. Deployment of such patches and/or
updates to the software installed shall be requested using the Change Control Procedure to be
initiated by Post Office. Fujitsu Services shall not be responsible for the performance of the
AppDynamics Software Agent itself or any consequential performance impact on the Services
which is caused by the AppDynamics Software Agent.
1.12 The HNG-A Gaps Counter Position supporting infrastructure, SYSMAN3 and Residual
Release 17 Component and Infrastructure shall be operated to 31st March 2024.
1.13 From 1st April 2023 the Data Centre Operations Service shall not include Egenera PAN
Manager and Oracle M4000 support. This shall be provided under CWO0682 (Egenera PAN
Manager and Oracle M4000 Extended Support beyond 31st March 2023) until 31%t March
2024.
2 HNG-X
2.1 Service Definition
2.1.1 Key activities
2.1.1.1 Access Control
The Data Centre Operations Service will conform to the controls and procedures around
access to the Data Centre environments as defined in the CCD entitled: “Security
Management Service, Service Description” (SVM/SDM/SD/0017).
2.1.1.2 Incident Management
e Fujitsu Services will be responsible for informing Post Office of any service affecting
Incidents.
e The Data Centre Operations Service will conform to the Fujitsu Services Post Office
Account (POA) Incident management process as defined in the Working Document
entitled: “POA Operations Incident Management Process” (SVM/SDM/PRO/0018) for the
following types of Incident management:
2.1.1.2.1 Network Incident Management
The Data Centre Operations Service will assist the Service Management Service and the
Central Network Service in resolving HNG-X Central Infrastructure network faults with Fujitsu
Services network communications suppliers.
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2.1.1.2.2. Major Incident Management
Major Incidents will be managed in accordance with the Working Document entitled: “POA
Major Incident Process” (SVM/SDM/PRO/0001).
2.1.1.3. Environmental Maintenance
(a) The Data Centre Operations Service will implement a maintenance plan, which shall be
shared with Post Office on request, for the calendar year covering testing of the following
environmental elements:
© power generator;
o power UPS;
© power distribution unit(s);
© power switch;
© air conditioning units;
o fire detection & suppression units;
o physical security systems & processes;
o lighting;
o telephony;
o tape libraries;
© secure storage area;
o health and safety compliance; and
o Cleanliness.
(b) Fujitsu Services shall implement the maintenance schedule as a series of Operational
Change Proposals throughout the year. The maintenance schedule shall be reasonably
flexible to accommodate any Hardware that requires additional maintenance activities to
be undertaken, as identified by the specific Fujitsu Services Hardware supplier.
2.1.1.4 Configuration Management
The Data Centre Operations Service will be responsible for maintaining information regarding:
e data cabling and relationships between equipment;
power cabling and relationships between equipment;
* rack locations;
e — on-site equipment; and
e Documentation — e.g. site access forms & delivery notes.
2.1.1.5 HNG-A Gaps Counter Position supporting infrastructure, SYSMAN3 and
Residual Release 17 Components and Infrastructure
2.1.1.5.1 Operation of HNG-A Gaps Counter Position support infrastructure
(a) Logical operation of Certificate File Staging server (FSSv1)
(b) Logical operation of Event Collection servers (EFSv1)
(c) Extension of IBM Netcool software support for HNG-A Gaps Counters
2.1.1.5.2 Operation of SYSMAN3 infrastructure
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(a) Tivoli Provisioning Manager application (EPMv1)
(b) Tivoli Endpoint Manager application for Oracle Enterprise Monitoring (TEMv1)
(c) Tivoli Monitoring Enterprise Engine Server (EMMv1)
(d) Tivoli Monitoring Portal Server (EUIv1)
(e) Netcool Omnibus Collection Layer Object Servers (EESv1)
(f) Netcool Omnibus Aggregation and Display layer object servers (EMDv1)
(g) Tivoli Business Service Manager (EASv1)
(h) Reporting Server (ERPv1)
(i) Tripwire and ESET (ESSv1) — including parallel File Integrity Monitoring and Anti-Virus
processes
(j) Secure Access Servers (SSNv1) for Horizon
Note - the extended operation of SYSMAN3 EDSv1 Oracle Database Server (for TPM, OEM, ITM and
bespoke tables) is not included in the additional Charges as the HDCR replacement EDSv2 was not
commissioned.
2.1.1.5.3 Operation of Residual Release 17 Components
(a) Logical operation of the Active Directory solution in a part-migrated state which requires
the legacy Active Directory (ACDv1) and Domain Name System (DNPv1 and DNSv1)
virtual servers to remain active in parallel with the new Active Directory (ACDv2) virtual
servers.
(b) Operation of the physical legacy PrimePower 250 servers (BSSv1) and applications
providing backup cloning for the Solaris Oracle database servers.
(c) Operation of the physical legacy Primergy RX200 S8 servers (BSLv1) and applications
providing network client backup services.
(d) Operation of the physical legacy Primergy RX300 S5 servers (BSWv1) and applications
providing backup cloning for the Microsoft Windows servers.
(e) Operation of the virtual legacy master backup server (BSMv1) and applications managing
the backup catalogue for the above legacy backup servers.
(f) Operation of additional BX900 system Primergy blade hardware with associated Egenera
PAN Manager software support.
2.1.2 Capacity Management
2.1.2.1 Further details of Fujitsu Services’ obligations relating to capacity management are set out in
section 2.1.5.4 of the CCD entitled ‘Systems Management Service, Service Description’
(SVM/SDM/SD/0006).
2.1.2.2 The Data Centre Operations Service shall monitor the performance of the systems with regard
to the actual traffic across Data Centre components to understand the success and failure
rates of the traffic/data packets. This will enable the Data Centre Operations Service to
manage the Services and utilise capacity to its optimum to ensure the performance levels of
the system are maintained to minimise the impact and occurrence of Incidents.
2.1.3 Operational Change Proposals
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The Data Centre Operations Service will create and/or impact Operational Change Proposals
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 Service Management
2.1.4.1 Management of the Data Centre Estate
To ensure the number of Hardware failures is kept to a minimum thereby mitigating risk to
both Post Office and Fujitsu Services, Fujitsu Services shall:
1. Continually monitor the state of repair of the installed Hardware within the Data Centre
and pro-actively manage the introduction of replacement parts in the appropriate
circumstances; and;
2. Continually monitor the performance of the Hardware within the Data Centre and pro-
actively log and assist in the resolution of any degradation in performance of such
hardware.
2.1.4.2 Continuity of Spares Supply
Fujitsu Services will ensure that, where vendor hardware maintenance is available, an
adequate spares provision exists for all Hardware components within the Data Centre and will
source new hardware components of an equivalent specification, if required, to ensure
continuity of spares. Where vendor hardware maintenance is not available then spares, where
available, may be purchased under the Change Control Procedure.
2.1.4.3 Continuous Service Improvement
Fujitsu Services will work closely with Post Office to identify and implement, where agreed,
service or cost improvement initiatives within the Data Centre Operations Service.
2.1.4.4 Service Reporting
The Data Centre Operations Service shall, as required, provide service reporting for
distribution to Post Office in accordance with the Service Management Service described in
the CCD entitled: “Service Management Service, Service Description” (SVM/SDM/SD/0007).
2.1.4.5 Supplier Management
The Data Centre Operations Service will be responsible for managing all third party suppliers
utilised in the support of the Data Centre environment. These activities include:
e defining the services that the supplier delivers;
* negotiating with the supplier;
e — establishing a contract with the supplier;
e monitoring the performance of the supplier;
* performing regular supplier reviews including service initiative reviews;
* managing problems related to the supplier; and
e Managing changes related to the supplier.
2.2 Service Availability
The Data Centre Operations Service is not directly available to Post Office. It is a service
internal to Fujitsu Services and will be available 24 hours per day, every day of the year to
support and enable a Post Office Branch to trade in all levels of the Post Office business and
complete Transactions at any time subject to any unavailability agreed through the
Operational Change Proposal Process as described in Section 2.1.6 of the Service
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Management Service: Service Description (SVM/SDM/SD/0007) and with the availability
Service Level Targets as documented in Section 2.3.5.2 of this document.
2.3 Service Levels and Remedies
2.3.1. General Principles
2.3.1.1 The Data Centre Operations Service has prime responsibility for SLT's with and without
associated liquidated damages and performance measures as set out in sections 2.3.4 to
2.3.8 of this ‘Data Centre Operations Service, Service Description’.
2.3.1.2 SLT's detailed in sections 2.3.4 and 2.3.5 of this Data Centre Operations Service, Service
Description, which do not specify a measurement period are:
* — reported monthly via the SRB; and
e® measured over a Service Level Measurement Period equating to a Post Office financial
quarter; i.e.
a) January to March;
b) April to June;
c) July to September; or
d) October to December.
2.3.1.3 SLT's detailed in sections 2.3.4 and 2.3.5 of this Data Centre Operations Service, Service
Description, which specify the “SLT Calendar Year” as the measurement periods are:
a) reported monthly via the SRB; and
b) measured over a Service Level Measurement Period equating to a Rolling Year (with the
exception of Central Systems Availability which is measured over a rolling five (5) year
period), i.e. the current month and the previous eleven (11) months.
2.3.2 Service Level Relief
The “HNGX Capacity Management and Business Volumes” (PA/PER/033) sets out the limits
(the Contracted Volume) which, if exceeded over a monthly period, will entitle Fujitsu Services
to adjust the measurement of performance in respect of the Data Centre Operations Service
SLT's, and Liquidated Damages Targets (LDT's) if applicable and affected by this excess.
Such adjustments shall be made on the following basis:
1. Fujitsu Services shall identify, for joint consideration with Post Office, any failure to
achieve the Data Centre Operations Service SLT's and / or LDT's within the month due to
the limits being exceeded so long as such failures are not caused by limitations in the
support that the hardware or software vendor is providing or unavailability of working
spares, in accordance with Clause 10.15. Post Office and Fujitsu Services (acting
reasonably) will agree the reasons for that SLT or LDT failure if it has been caused or
contributed to by Fujitsu Services:
a) if the SLT or LDT failure occurs as a result of a Default by Fujitsu Services, no
adjustment shall be made to the performance measurements for the affected SLT's or
LDT's in respect of that month;
b) if the SLT or LDT failure is agreed to be as a result of the limits being exceeded, the
performance measurements for the affected SLT's and LDT's in respect of that month
shall be reported as reasonably required by the Parties;
2. Following each Service Level Measurement Period, Post Office and Fujitsu Services will
assess whether, on average during the relevant Service Level Measurement Period, any
of the limits have been exceeded by 10% (ten per cent) or more. In making that
assessment, Post Office and Fujitsu Services shall consider the cause of any daily peaks
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in excess of the daily averages during the relevant Service Level Measurement Period and
disregard the measurements in respect of those days where the peaks have arisen as a
result of a Fujitsu Services Default. If, having made this assessment, Post Office and
Fujitsu Services agree that a limit has been exceeded by 10% (ten per cent) and within
any three (3) consecutive months, Post Office and Fujitsu Services shall meet to discuss,
(acting reasonably) any appropriate changes to the applicable Data Centre Operations
Service SLT's and LDT's; and
3. Any dispute between Post Office and Fujitsu Services arising in connection with the
application of this section 2.3.2 of this Data Centre Operations Service, Service
Description shall be resolved in accordance with the Dispute Resolution Procedure.
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
2.3.4.1 Values for Liquidated Damages set out below in sect 2.3.4 are baseline figures at the start of
the HNG-X contract (Trigger Point is 18th September 2009 in year 2009/10) hence will be
uplifted annually by RPI as per the Agreement.
2.3.4.2 Data Delivery: APS to PODG
a) APS SLT's are of generic application to APS Clients and unless otherwise stated by Post
Office, the APS shall be fully available in a Branch whenever that Branch is open, and
trading.
b) The APS SLT's and LDT's are specified in this section of this Data Centre Operations
Service, Service Description. The relevant performance measures for all APS Clients (for
which services are being provided) shall be aggregated for such purpose of those SLT's,
LDT's and Additional Remedy Levels (ARLs). All APS Clients subsequently introduced
shall be included in that aggregate unless it is specifically agreed in accordance with the
Change Control Procedure.
c) The AP Client Transaction File shall be delivered to PODG before 03:00 of the AP Client
Delivery Day.
d) Failure to deliver the AP Client Transaction File to PODG before 23.59 of the AP Client
Delivery Day shall attract Liquidated Damages as outlined in table 1 below
Table 1: Data Delivery: APS to PODG
Description SLT Liquidated Damages Formula
Failure to deliver files to PODG file <=2(*) Number of Transactions in the non-
shares by 23:59 of the AP Client delivered PODG data file x
Delivery Day, per SLT Calendar Year 2.14p(**)
(*) No more than two days on which Fujitsu fails to deliver all of the APS files by 23:59 of the
AP Client Delivery Day per calendar year
(**) 2.14p is the figure for the Financial Year 2023 and will be uplifted annually by RPI as per
the Agreement.
2.3.4.3 Not used
Table 2: Not used
2.3.4.4 Transaction Times: Banking Functions Transactions
Service Level Targets for transaction time performance for PBS Banking Transactions are
defined in Schedule I6 of the Agreement — Payment and Banking Service: Service Description.
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2.3.5 Service Levels for which Liquidated Damages Do Not Apply
2.3.5.1 Not Used
Table 4: Not used
2.3.5.2 I Central Systems Availability (Measured over a 5 year rolling period)
Table 5: Central Systems Availability (Measured over a 5 year rolling period)
Description SLT until 31st SLT
March 2023 1st April 2023
to 31st March
2024
Outages in Post Office Core Hours where the Central <=3 Core Hrs <=4 Core Hrs
Network, and Sales Database is unavailable to > 10% of
Branches - Per SLT Calendar Year
Outages in Post Office Core Hours where the Central <=14 Core Hrs <=15 Core Hrs
Network, Sales Database AND Other Services (ETU, DVLA,
PAF, APOP) are unavailable to > 10% of Branches — Per
SLT Calendar Year
Note: For the avoidance of doubt, the above Service Level Target shall only apply to those systems
hosted in the Data Centre. For those elements of the HNG-X System migrated to and hosted within the
Post Office Cloud, these Service Level Targets shall not apply.
N.B. The Payment and Banking Service has separate Availability SLTs, as defined in Schedule 16,
Payment and Banking Service: Service Description.
2.3.5.3 Data Delivery: BRDB to CFS & Credence
Table 6: Data Delivery: TPS to POLSAP & Credence
Description SLT
Data Delivery - Outbound to Credence and CFS
Transaction records to Credence PODG File Shares — failures per SLT <=2
Calendar Year
Horizon On-line transactions received and logged in the Data Centre 100%
between 19:00hrs and 18:59hrs daily will be available in data files in
the Credence and CFS PODG File Shares and sub systems by 03:00
the day following the cut off.
External transactions received at the point of use (*) between 20:00hrs.
and 19:59hrs daily will be available in data files in the Credence and
CFS PODG File Shares by 03:00 the day following the cut-off.
(*) this specifically excludes the time taken to process the file through PODG
2.3.5.4 Data Delivery: BRDB to CWC - Outbound LFS
Table 7: Data Delivery: Branch to POLSAP - Outbound LFS
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Description SLT
Pouch collection failures per SLT Calendar Year <=3
Pouch collections delivered to CWC PODG File Shares within 48hrs of 100%
creation date
Cash on Hand details failures per SLT Calendar Year <=3
Cash on Hand details delivered to CWC PODG File Shares within 100%
48hrs of creation date
2.3.5.5 Data Delivery: Reconciliation
Table 8: Data Delivery: Reconciliation Production of Reconciliation Reports NB00O,
NB101, NB102
Description SLT
Delivery by 08:05hrs Day B (providing the LREC is received by Fujitsu <=2 failures in
Services at 23:59:59hrs Day A) this is irrespective of a DRS failure. total per SLT
Delivery by 08:05hrs Day B (providing the LREC is received by Fujitsu Calendar Year
Services at 01:59:59hrs Day B). If there is a DRS failure the target is
10.05hrs Day B.
If the LREC is received by Fujitsu Services between 02.00hrs and
22:00hrs Day B the file will be delivered in line with the target of receipt
by 01:59:59hrs Day B but the file will not be enriched with the LREC
data until such time as the data is available
For production of NB101 reports for Transactions performed at Counter I Any failures to be
Positions migrated to Payment and Banking Service; counted against
Delivery by 12:05hrs Day B (providing the RAR is received by the above target
Fujitsu Services by 03:59:59hrs Day B) this is irrespective of a DRS for alll
failure. Reconciliation
. . Reports (NBOOO,
Delivery by 12:05hrs Day B (providing the RAR is received by NB101, NB102)
Fujitsu Services by 05:59:59hrs Day B). If there is a DRS failure the ,
target is 14.05hrs Day B.
If the RAR is received by Fujitsu Services between 06.00hrs Day B and
02:00hrs on the calendar day after Day B the file will be delivered in
line with the target of receipt by 05:59:59hrs Day B but the file will not
be enriched with the RAR data until such time as the data is available
If there is a failure within the Fujitsu Services domain on a system 100%
other than DRS or TES which is being utilised in the generation of the
reconciliation and settlement reports, delivery of said reports will be by
12.00hrs Day B.
If the system failure is either of the DRS or TES, then said reports will
be delivered by 18.00hrs Day B
Table 9: Data Delivery: Reconciliation Production of CAPO & Santander Files
Description SLT
Number of failures of REC File delivered to CAPO daily by 03.00 hrs <=2
on DayB
Number of failures of REC File delivered to Santander daily by 03.00 <=2
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Description SLT
hrs on Day B
REC Files will be delivered to CAPO by 16.00 hrs on Day B 100%
REC Files will be delivered to Santander by 18.00 hrs on Day B 100%
REC Files are dispatched to CAPO and Santander by 00.10 hrs daily N/A
2.3.5.6
Section not used
Table 10: Table not used
2.3.5.7 Availability: TESQA
a)
Fujitsu Services shall, upon the expiry of each SLT Calendar Year, measure the time that
TESQA was unavailable to be logged on to by TESQA Users as a proportion of the total
time between 07:00hrs and 22:00hrs on each day of that year, termed “TESQA
Unavailability”.
Fujitsu Services shall notify Post Office in advance of the overnight start and finish times of
such overnight maintenance periods.
Fujitsu Services shall use reasonable commercial endeavours to:
« Ensure that TESQA is available to be logged on to by TESQA Users under normal
operation on a 24 x 7 (outside of 07:00hrs and 22:00hrs) basis other than during
periods of daily overnight maintenance; and
e — Ensure that during such overnight maintenance periods TESQA is taken off-line for a
total period of no longer than 30 minutes.
NB. For Table 11 below: For HNG-X , banking transactions from HNG-X branches are not
forwarded from the Branch Database to the DRS during the day. This means that for
transactions that go via the DRS, they will only be counted for SLT purposes at the point
they are received within the DRS, rather than when they are received by the Branch
Database.
Table 11: Availability: TESQA
Description SLT
TESQA availability between 07:00hrs and 22:00hrs for SLT Calendar 99.75% which =
Year <=13hrs
30minutes
downtime
Transaction received in the Data Centre between 07.00hrs and 97%
20.00hrs daily will be available within 15 minutes on the TESQA for the
SLT Calendar Year
Transactions received in the Data Centre between 20.00hrs and 97%
22.00hrs daily will be available within 40 minutes on the TESQA for the
SLT Calendar Year
Transactions received in the Data Centre between 22.00hrs on Day A 100%
and 07.00hrs on Day B daily will be available within 4 hours on the
TESQA for the SLT Calendar Year
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Note: When the TESQA element of the HNG-X System is migrated to Post Office Cloud, then the first of
the Service Level Targets in the above table “TESQA availability between 07:00hrs and 22:00hrs for SLT
Calendar Year shall no longer apply.
2.3.5.8 I Transaction Times: Basket Settlement Transactions
Table 12: Transaction Times: Basket Settlement Transactions
Description SLT
Average time(*) for a Basket Settlement , excluding those where any <= 1.5 Seconds
part of the HNG-X System required to perform the Basket Settlement
Transaction has migrated to the Post Office Cloud.
Maximum time(*) for a Basket Settlement (within the 95 Percentile of <=6.5 Seconds
average basket size), excluding those where any part of the HNG-X
System required to perform the Basket Settlement Transaction has
migrated to the Post Office Cloud.
This figure is reported as a percentage.
(*) is the time elapsed between the request being received into the Branch Access Layer
and the corresponding response being returned from the Branch Access Layer.
The above 2 SLT measures are valid as long as the agreed average basket size stated in
the CCD entitled “HNGX Capacity Management and Business Volumes” (PA/PER/033
section 3.2.4 Baskets) is not exceeded.
2.3.5.9 Section not used
Table 13: Table deleted
2.3.6 Operational Level Targets
There are no specific operational level targets (OLT) associated with the Data Centre
Operations Service. However, OLT's exist and are documented in the operational level
agreements referenced in Table 19 of this Data Centre Operations Service, Service
Description.
2.3.7. Performance Metrics
2.3.7.1. Section not used
Table 14: Table deleted
2.3.7.2 Data Delivery: Outbound CTS File to PODG
Table 15: Data Delivery: Outbound CTS File to PODG
Description PM
CTS file delivered to PODG by 07:30hrs daily 100%
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2.3.7.3 Section not used
Table 16: Table deleted
2.3.7.4 Query Time: TES QA
« For the purposes of assessing TESQA query time, a properly constrained Transaction
query is one of:
a) APAN and a date/time range of 31 days or less (rolling);
b) APAN, an amount and a date / time range of 31 days or less (rolling);
c) A PAN, a Banking Functions Transaction and a date / time range of 31 days or less
(rolling);
d) APAN, a Branch, a frequency greater than 1 and a date / time range of 31 days or
less (rolling);
e) No PAN, but an amount greater than 4,999.98 and a date range of less than one (1)
day; or
f) No PAN, but a frequency greater than four (4) and a date range of less than one (1)
day.
e — If Fujitsu Services persistently fails to achieve the performance metric as defined in Table
17 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.
« Fujitsu Services shall report, if required by Post Office, the TESQA query times. This
report will show, for different periods during 07:00hrs and 22:00hrs of each day, the query
times for each type of query (including for properly constrained Transaction queries,
unconstrained Transaction queries, data queries and count only queries).
Table 17: Query Time: TES QA
Description PM
The query time for properly constrained Transaction queries on the <=20 seconds
TES QA between 07.00hrs and 18.00hrs
2.3.8 Design Targets
There are no design targets associated with the Data Centre Operations Service.
2.4 Service Limits and Volumetrics
Details can be found in the CCD entitled “HNGX Capacity Management and Business
Volumes” (PA/PER/033).
2.5 Assets and Licences
2.5.1 Assets
Assets relevant to the Data Centre Operations Service are set out within the Asset Register
(see ‘Asset Transfer Register (COM/MGT/REP/0001)).
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2.5.2 Licenses
The Data Centre Operations Service will ensure that all third party software licences from time
to time required by Fujitsu Services to provide the Data Centre Operations Service are
maintained, where vendor support is available, 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 and available, the Data Centre Operations 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
The Data Centre Operations Service Operational Variable Charge is calculated against the
number of Transactions processed at a price per Transaction as defined in Schedule D1 of the
Agreement. The price is therefore only variable when the forecast of Transactions per annum
changes from the previous year's forecast of Transactions, as defined in the CCD entitled:
“HNGX Capacity Management and Business Volumes” (PA/PER/003). Where the forecast of
Transactions has changed, Fujitsu Services shall, on six (6) months’ notice, inform Post Office
of such change.
2.6.3 Additional Operational Variable Charge
There are no additional operational variable charges applicable to the Data Centre Operations
Service.
2.7 Dependencies and Interfaces with Other Operational
Services
Any changes agreed between Post Office and Fujitsu Services to the scope or availability of
the Data Centre Operations 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 Not used
2.7.2 I The Service Management Service
Any changes to the scope of the Data Centre Operations Services may result in changes to
the Service Management Service (see ‘Service Management Service: Service Description’
SVM/SDM/SD/0007).
2.7.3. The Systems Management Service
Any changes to the scope of the Data Centre Operations Services may result in changes to
the Systems Management Service (see ‘Systems Management Service: Service Description’
SVM/SDM/SD/0006).
2.7.4 The Central Network Service
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Any changes to the scope of the Data Centre Operations Service may result in changes to the
Central Network Service (see ‘Central Network Service: Service Description’
SVM/SDM/SD/0012).
2.7.5 Removed by CCN1623b
2.7.6 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 Data Centre Operations
Service changed this may result in changes to the ‘Management Information Service: Service
Description’ (SVM/SDM/SD/0016).
2.7.7. The Reference Data Management Service
Any changes to the scope of the Data Centre Operations Service may result in changes to the
Reference Data Service (see ‘Reference Data Management Service: Service Description’
SVM/SDM/SD/0013).
If the scope of the Data Centre Operations Service changed, any alternative Service Provider
would have to take over this role.
2.7.8 I The Operational Business Change (Branch Change) Service
Any changes to the scope of the Data Centre Operations may result in changes to the Service
OBC (Branch Change) Service (see ‘Operational Business Change (Branch Change) Service:
Service Description’ SVM/SDM/SD/0014).
2.7.9 The Third Line Support Service
Any changes to the scope of the Data Centre Operations Service may result in changes to the
Third Line Support Service (see ‘Horizon Online 3rd Line Application Support Service: Service
Description’ SVM/SDM/SD/0004).
2.7.10 The Security Management Service
The Data Centre Operations Service will support the Security Management Service in
ensuring the appropriate levels of security are met in respect of access to the HNG-X System.
Any changes to the scope of the Data Centre Operations Service may result in changes to the
Security Management Service (see ‘Security Management Service: Service Description’
SVM/SDM/SD/0017).
2.7.10.1 Obligations — PCI
As per CCN1332A, to assist Post Office Ltd with their ongoing PCI-DSS compliance Fujitsu
Services have an obligation to update the PCI Server Build Document on an annual basis:
DES/PPS/HLD/2205 All Platform Service List.
2.8 Post Office Dependencies and Responsibilities
Post Office responsibilities are as set out in Schedule A5 of the Agreement.
2.9 Business Continuity
2.9.1 Failover from live to Disaster Recovery Data Centre
2.9.1.1 Failover to the DR Data Centre
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Switchover to backup systems within the live Data Centre shall be automated and failover to
the DR Data Centre shall be manually configured.
Except for those sub-services in Table 18 below which have been migrated to and are hosted
on the Post Office Cloud, for which Post Office shall be responsible for failover testing, the
following sub-services shall be operational from the DR Data Centre within the specified table
below of the approval for invoking Data Centre disaster recovery:
Table 18: Failover to the DR Data Centre
Service Description DR availability target from
official notification
e On-line Transaction Processing Service Within 2 hours
e Automated Payments Outpay; (APOP) Within 2 to 5 hours
e Bureau Service
¢ Web Services
« Logistics Feeder Service (LFS)
e Automated Payment Service (APS)
e Department of Vehicle Licensing Authority — Post
Office MOT Enquiry
Electronic Top-ups Service
Postal Address File (PAF) service
Transaction Enquiry Service (TES)
Track and Trace
PODG
Collect & Return Web Service
BRSS Data Access Server (BDAS)
NB:
a. The Payment and Banking Service has separate arrangements for Business Continuity.
As defined in Schedule 16, Payment and Banking Service: Service Description.
b. Priority would be given to any services crucial at the time of DR e.g. DVLA if at the
beginning/end of the month. The PAF service, if the failure occurred at the Christmas
mailing peak period.
c. Due to the single BRSS Data Access Server (BDAS) in the live data centre, failure of
BDAS will involve a failover to the DR Data Centre in failure scenarios, which will incur
downtime. Such downtime is estimated as a 2-5 hour outage to the BDAS service whilst
a new instance is recovered from the boot disk clone (similar to the times as described in
Table 18, above.) Failure of BDAS alone would not initiate DR.
2.9.1.2 Testing
The DR Data Centre has two functions, namely for business continuity/DR purposes on the
one hand and for Release testing on the other. Data Centre business continuity and DR
testing will not be performed during the hours of 9:00am to 5:30pm Monday to Friday. BC and
DR tests will be done at an agreed time with POL out of normal business hours, i.e. evenings
and weekends and there may well be charges associated to complete these at these times.
All Data Centre failover tests will assess impacts of interactions with Post Office Cloud and
those elements of the HNG-X Systems hosted within it. Any tests needing to be repeated due
to failings in any of the Post Office Responsibilities in respect of Post Office Cloud will incur
charges for the repeat planning and testing, such activity to be provided under a CWO and
charged on a time and materials basis using the rates set out in paragraph 10.4(b)
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(Development Resources) of Schedule D1 (Charges). Whenever such Data Centre business
continuity, DR testing and/or Data Centre fail-over tests take place, the DR Data Centre will
not be available for Release testing. No full Data Centre fail over tests shall be performed due
to the age of the Service Infrastructure.
2.9.2 Frequency
Fujitsu Services will carry out one (1) walkthrough per calendar year for the Data Centre,
subject to agreeing the actual dates for such walkthrough with Post Office, such agreement
not to be unreasonably withheld. In accordance with the Working Document entitled: “HNG-X
Business Continuity Framework” (SVM/SDM/SIP/0001).
2.10 Documentation Set Supporting the Service.
In addition to the document set listed at section 0.4 of this Data Centre Operations Service,
Service Description, the document set listed in Table 19 below supports the delivery of the
Data Centre Operations Service. Should any elements of the Data Centre Operations 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.
Table 19: Documentation
Document Ref Document Title
CS/OLA/046 Electronic Top Up Operational Level Agreement
HNG-X Operational Level Agreement for the POCA
CS/OLA/051 Network Banking Service between Fujitsu Services, Post
Office Ltd and HP (JP Morgan)
Operational Level Agreement for TESQA between Fujitsu
Service and Post Office Ltd
CS/OLA/057 Operational Level Agreement for Track & Trace
CS/OLA/055
3 Annex A: PODG Client File Re-Send Service
3.1. Summary
3.1.1.1 The PODG Client File Re-Send Service allows Post Office to request that files transferred to a
Post Office Client from PODG, including AP Client Transaction files, are re-sent to the Post
Office Client. The date on which the request is made to Fujitsu by Post Office Limited must be
within thirty days of the date on which the file was originally made available by PODG to be
transferred to the Client.
e The PODG Client File Re-Send Service is a “Call Off’ Service, with an appropriate charge
as set out in Schedule D1 of the Agreement and in section 4.5 of this document. The
service is invoked by Post Office Limited using the TfS (Triole for Service) process.
e Fujitsu Services staff will be suitably trained to carry out the PODG Client File Re-Send
Service.
3.2 Service Definition
3.2.1. Service Components
The PODG Client File Re-Send Service comprises the following components:
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a) Request for file re-send — Post Office responsibility;
b) File re-send and confirmation to Post Office — Fujitsu Services responsibility; and
c) Liaison with the Post Office Client —- Post Office responsibility.
Each of the above components is described within this Annex A to this ‘Data Centre
Operations Service, Service Description’. Further lower level detail is provided within the
Working Document entitled: “PODG Client File Re-Send Service — Joint Working Document”
(SVM/SDM/PRO/0007).
3.2.2 Request for file re-send
Post Office shall make the request by TfS, upon completion of a new OBC19 form. When
raising the TfS the OBC 19 unique reference will be quoted (see “PODG Client File Re-Send
Service — Joint Working Document” SVM/SDM/PRO/0007) and shall also contact Fujitsu
Services by telephone notifying that a request has been made. The TfS call shall state:
a) The associated OBC 19 unique reference
b) the Client name;
c) the name(s) and transfer date of the file(s) required to be re-sent;
d) whether the file(s) is to be sent to the Client or to the Post Office;
e) the addressee and location if the file(s) is to be sent on CD-ROM to Post Office; (Only in
an extreme DR situation)
3.2.3. File re-send and confirmation to Post Office
3.2.3.1 Fujitsu Services will re-send the requested file(s) to the Client over the automated interface
between PODG and the Client or if it is advised that the PODG route is ‘not working’ copy the
file onto a CD-ROM and despatch this via secure courier, as requested by Post Office (Only in
an extreme DR situation).
3.2.3.2 Fujitsu Services will advise Post Office when the file “re-sends” to the Client has been
achieved or when the CD-ROM has been despatched.
3.2.4 Liaison with Client
Post Office shall liaise with the Client and advise the Client when the file has been re-sent,
and confirm that the Client has received the file.
3.2.5 Service Availability
The PODG Client File Re-Send Service will be available for receipt and processing of service
requests between the hours of 09:00 to 17:30 Monday to Friday excluding all Bank Holidays.
3.3. Service Levels and Targets
3.3.1. Operational Service Levels
Fujitsu Services will use reasonable commercial endeavours to action the Post Office request
for a PODG Client File Re-Send within the Working Day on which the request is received.
However, the minimum lead-time between receipt of the PODG Client File Re-Send request
and the file re-send is four (4) hours.
3.4 Service Limits
e The PODG Client File Re-Send Service will be operated on a per Client basis. Therefore
each request shall be for either:
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a) one (1) PODG Route for one (1) Client and up to a maximum of seven (7) files per
request; or
b) Post Office and for a maximum of one (1) file per request.
e The maximum frequency of PODG Client File Re-Send requests shall be two (2) requests
per Working Day but limited to a total of five (5) requests per working week.
3.5 Charges
The PODG Client File Re-Send Service Charges are set out in Schedule D1 (Charges) of the
Agreement.
Any file resend which is requested that is as a result of a failure in the Fujitsu supplied service
will not be subject to a charge.
3.6 Post Office Dependencies and Responsibilities
Post Office shall be responsible for the following:
a) submission of the PODG Client File Re-Send request to Fujitsu Services;
b) _ liaison with Client; and
c) Obtaining all necessary consents, authorisations and notifications from the relevant Data
Controllers, to enable personal data to be processed by Fujitsu Services as part of this
service, in compliance with the Data Protection Act 1998.
3.7. Documentation Set Supporting the Service
See section 2.10 of this Data Centre Operations Service, Service Description.
4 Annex B: Not Used
5 Annex C: Post Office Data Gateway Service
5.1. Summary
e Annex C applies to the Post Office Data Gateway (PODG) Services.
e Fujitsu Services will provide the following PODG Service components:
o PODGe - The external (Post Office client facing) PODG service. The PODGe
service uses JSCAPE managed file transfer software and the RSYNC file copying
software. PODGe provides the following services:
- A network interface to external endpoints (Post Office, Post Office clients and
Post Office suppliers) for data file transfers;
- Aweb-based file transfer service through which registered users can collect data
files from PODG using HTTPS;
- Ane-mail service for e-mailing data files to registered users;
- Ananti-virus checking service;
- Aservice to synchronise files with the PODGi server;
- Adata file housekeeping service;
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- Adata file logging service;
o PODGi - The internal (Fujitsu Services datacentre facing) PODG service. The
PODGi service uses CAMEL open-source integration framework for routing and
mediation and the RSYNC file copying software. PODGi provides the following
services:
- A service to audit data files transferred across the Fujitsu Services datacentre
external boundary;
- A service to process files according to the rules defined in the PODG route
definition including the transformation of files;
- Aweb-based support interface (for use by Fujitsu Services support);
- Adata file compression and decompression service;
- Ananti-virus checking service;
- Asservice to synchronise files with the PODGe server;
- Adata file housekeeping service;
- Adata file logging service;
The PODG service will provide technical interfaces as described in the documents
entitled:
o ‘Post Office Data Gateway to <Client> Technical Interface Specification for FTP
Connections’ (REQ/INF/TIS/1988)
o ‘Post Office Data Gateway to <Client> Technical Interface Specification for FTPS
Connections’ (REQ/INF/TIS/1991)
o ‘Post Office Data Gateway to <Client> Technical Interface Specification for SFTP
Connections’ (REQ/INF/TIS/1982)
o ‘Post Office Data Gateway to <Client> Technical Interface Specification for
Connect:Direct Connections’ (REQ/INF/TIS/1989)
The PODG service will transform data in accordance with the AlSs listed in the document
entitled ‘Fujitsu to Post Office PODG Log File Application Interface Specification’
(DES/APPIAIS/1783)
Fujitsu Services and Post Office Limited will manage the service in accordance with the
‘Operational Level Agreement between Fujitsu Services Ltd Post Office Account and Post
Office Limited for the Post Office Data Gateway’ (SVM/SDM/OLA/1797)
The service management of the PODG Service will be delivered within the existing
service management framework between Fujitsu Services and Post Office Limited as
described in section 6.2.5 of this ‘Data Centre Operations Service, Service Description’
The charge for the PODG Service is included in the Charges for the Data Centre
Operations Service.
5.2 Service Definition
5.2.1. Platform Hosting
e Fujitsu Services will host the PODG Service within its live Data Centre. The PODGe
service will be located in a separate DMZ.
There is no tes/UAT PODG service. UAT proving with Post Office client UAT systems
will use the live Data Centre PODG Service.
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e The PODG Service within the DR Data Centre (normally hosting the SV&l PODG test
systems) will act as the fail-over system for the production PODG Service. The failover
availability target is documented in Table 17: Failover to the DR Data Centre.
e Fujitsu Services will extend its standard Data Centre Hardware and operating system
maintenance and administration functions to encompass the PODG Service.
e The access control policy set out in the CCD entitled: “Security Management Service,
Service Description” (SVM/SDM/SD/0017) will be applicable in relation to the PODG
Service. In addition:
o Fujitsu Services will take reasonable steps to protect the PODG Service from
unauthorised external intrusion;
o Fujitsu Services will manage and operate the PODG technical interfaces.
Access to the web-based file transfer service will be from registered network
locations.
5.2.2. Network
e Fujitsu Services will supply ISDN and Internet network services to support file transfer
interfaces between PODG and external end-points (Post Office, Post Office clients or
Post Office suppliers);
The ISDN network service is only available to existing Post Office client that transfer data
files between PODG and an external end-points using ISDN;
e Fujitsu Services will manage the Horizon Online ISDN and Internet network services;
e The external network end-point will be supplied and managed by Post Office Limited, the
Post Office client or the Post Office service supplier.
5.2.3 File Transfer Services
e — Fujitsu Services will supply:
o FTP
o FTPS (Explicit)
o =SFTP
o —Connect:Direct and Connect:Direct Secure Plus
file transfer services;
e Fujitsu Services will supply a web-based file transfer service to support the collection of
files from PODG by registered external users from a registered network location;
e Fujitsu Services will supply an e-mail service to transfer files to a registered external e-
mail address.
5.2.4 Service Management
Fujitsu Services will:
o Manage the daily administration and system monitoring functions of the PODG
service;
o The PODG scheduled maintenance window will still occur on Sundays between
13:00 and 16:00.
o Monitor the performance of the PODG service;
co Re-start the PODG service daily to enliven changes to PODG routes and/or PODG
credentials;
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o Back-up data files that are in-transit or which PODG has retained to meet the
operational requirements e.g. the PODG Client File Re-Send Service:
- Incoming files into PODG are retained for 7 days;
- Outgoing files from PODG are retained for 37 days.
5.2.5 Incident Management
Any incidents that impact on the PODG service provided to Post Office Limited, its Clients or
its suppliers will be reported and managed using the incident management process
documented in the Post Office Account Operations Incident Management Procedure
(SVM/SDM/PRO/0018).
Major Incidents involving the PODG service will be reported and managed using the Post
Office Account Major Incident Procedure (SVM/SDM/PRO/0001).
Any breaches of security or attempted breaches of security will be reported and managed
using the security incident management process documented in Post Office Account Major
Incident Procedure (SVM/SDM/PRO/0001) and approved by Post Office Limited and Fujitsu
Services Post Office Account.
The Fujitsu Services Duty Manager will be available as a point of contact for Post Office in the
event that a problem requires escalation.
5.2.6 Service Availability
In normal operation, the PODG service is available 24 hours every day except for the
scheduled daily re-start (see below).
A scheduled re-start of the PODG service will occur once per day to enable new configuration
data to be activated.
The scheduled re-start will occur at 18:00. During the re-start the PODG service will be
unavailable for approximately 15 minutes.
Data files will be made available for transfer to a destination end-point as defined in the PODG
route definition which controls the processing of data files by that PODG route.
A data file transfer invoked from an external end-point may take place at any time that the
PODG service is available.
5.2.7 Resilience
The PODG service is configured on two pairs of servers (PODGe and PODGi).
Within a datacentre each server is deployed on a blade in a blade server. The blade server
provides resilience to a single blade failure. If a blade on which PODG is running fails then the
blade server will automatically restart the PODG instance on a different blade.
To provide resilience against major failures one pair of servers is located in each datacentre.
Only one pair of servers is running the live service at any one time.
The data storage used by the PODG service is mirrored between the two data centres. Data is
automatically synchronised between the mirror copies.
In the event of a site failover, the IP addresses advertised by PODGe to Post Office clients for
incoming connections are unchanged.
5.2.8 Business Continuity
The PODG service is deployed in the Fujitsu data centres.
The PODG service is configured with:
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e The primary PODG service in the IRE11 data centre and a standby PODG service in the
IRE19 data centre;
e The PODG data storage is synchronised between the IRE11 and IRE19 data centres;
e The Fujitsu Services data centre network infrastructure, including the internet and ISDN
network services in both the IRE11 and IRE19 data centres.
In the event of a Major Business Continuity Incident (MBCI) with potential impact on business
continuity of the PODG service then the standard Fujitsu Services business continuity plan
(HNG-X Services Business Continuity Plan (SVM/SDM/PLA/0002)) will be invoked.
If there is a failure in the live (IRE11) datacentre, and Disaster Recovery is invoked, then the
PODG service will be operational from the standby datacentre (IRE19) within 5 hours of
approval for invoking datacentre disaster recovery being given by Post Office Limited (see
also section 2.9 Business Continuity).
5.2.9 Service Levels or Targets
There are no contractual service levels or targets for the PODG service.
Fujitsu Services Post Office Account shall use reasonable commercial endeavours to meet the
operational targets documented in the Operational Level Agreement between Fujitsu Services
Post Office Account and Post Office Limited for the Post Office Data Gateway
(SVM/SDM/OLA/1797).
5.2.10 Capacity
The capacity of the PODG service will be managed by the HNG-X Capacity Management
Service (see HNG-X Capacity Management and Business Volumes (PA/PER/033)).
For Awareness: The original requirements PODG-146/147/148 is REQ/CUS/CDE/1397 state
that the Total Files per day will be baselined after migration of EDG routes is complete and
then allow 25% for expansion (please refer to PA/PER/033).
To increase the capacity beyond the limits specified above, Post Office Limited shall submit a
Change Request to Fujitsu Services Post Office Account.
For any further details regarding the PODG Capacity please refer to PA/PER/033 for the
contractual Capacity position in regards to PODG.
The peak times for PODG are between 05:50 and 06:20 and 20:45 and 21:15 (processing of
APOP files). During these times the system is processing a larger number of concurrent
incoming files. It is therefore suggested that any large additional load is placed during the
quieter times using the route active times to control when this takes place (route start time and
route stop time). Smaller increments should be distributed during the day if possible.
By distributing route start/end times throughout the 24 hour period then we can aim to protect
the system from receiving too many concurrent files to process. There must be a balance
between these items to minimise Disk/CPU and network utilisation. E.g. if a large number of
files are to be processed then these should be relatively small files. Likewise if a large file is to
be transferred it should be done whilst the system is processing few other files
Whilst Fujitsu see no issue with the volumes presented, should we find through analysis that
the internet circuits are being consumed with PODG related traffic, Fujitsu reserve the right to
request Post Office Ltd raise a Change Request to amend/increase the bandwidth to ensure
that bandwidth for other internet accessible services (e.g. smart meter, POLSAP HR, Ingenico,
Bank of Ireland etc.) is not impacted.
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5.2.11 Changes
Post Office shall raise changes to existing data transfer services, or introduce new data
transfer services, in accordance with the process defined in ‘PODG Client Connection
Procedure’ (SVM/SDM/PRO/1871). An OBC19 form must be completed and submitted by
Post Office Ltd to Fujitsu Services Post Office Account in order to request changes to existing
data transfer services, or introduce new data transfer services. Fulfilling the service request
submitted via the OBC019 form does not require on site attendance. The service is not
directed at specific branches — it is a data centre change with all activities carried out remotely.
The OBCO019 form must include precise details of the Post Office Ltd requirements and must
provide sufficient detail to allow Fujitsu Services Post Office Account to assess and respond
with a charge and delivery schedule. The different request options that can be requested are
broken down into categories which are detailed in the appendix to “PODG client Connection
Procedure” (SVM/SDM/PRO/187 1). In general, changes will be under one of the following
areas:
Addition of new routes
Addition of new end points
Changes, including removal, to existing routes
Removal of end points
One off ad hoc changes
Consultancy.
5.2.12 Charges
The charges applicable to changes (see section 5.2.11) to existing data transfer services, or
introduction of new data transfer services will be subject to individual quotations based on
information provided on the OBC19 form submitted for the change. The change options that can
be requested and the applicable charges are defined in Schedule D1 (Charges) of the
Agreement.
6 Annex D: Collect and Return Web Service
6.1 Summary
Post Office Limited extended their ‘Local Collect’ services such that a facility exists whereby Web
Purchasers may select a local Post Office as the delivery address of their parcels. Once the parcel is
delivered to a Branch, the Web Purchaser may collect the parcel at their convenience using a suitable
method of identification.
This was done by;
e Introducing two new platform instances in the IRE11 data centres that run in an active/active
cluster configuration,
« — Introducing two new platform instances in IRE19 for LST and two new platform instances for
SV&l
e Providing connectivity to the service through the existing Huthwaite managed link (provided
by Fujitsu)
e Re-use of the Reverse Proxy Service from Bluecoat® introduced by the Channel Integration
Service
« Re-use of the Branch Database
e Re-use of the PODG gateway to transfer data to transaction and standing data between the
solution components
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« Please see the relevant Service Design (DES/SVS/HLD/2143).
6.2 Requirements
6.2.1 Service Level Requirements (warranty)
SECTIONS COMPONENT DESCRIPTION REFERENCE
Shared Bluecoat Proxy Bluecoat is a reverse proxy DES/NET/HLD/2084
Service service that is being deployed
Components for the Channel Integration
Service and will be utilised by
the C&R
Infrastructure I Collect & Return Virtual platform design for C&R I DES/APP/DPR/2067
Components I Web Service DES/NET/HLD/2252
Platform DES/PPSIPPD/2135
Reverse Proxy Low Level Design DEV/INF/LLD/2087
Server for Internet
Applications I GDC Application DES/APP/HLD/2141
Components I Design
Support All internal support Service Description
Groups (ITIL I groups
‘8 Data Centre Hosting and support of the SVM/SDM/SD/0003
Functions) . . "
Operations Horizon Online platforms
Horizon Online 3rd_I Technical Support SVM/SDM/SD/0004
Line Application Investigation and resolution of
Support Service software incidents
Producing workarounds
Application Support I Software fixes for CWS Web I svM/SDM/SD/0005
Service (Fourth Service
Line)
Service Service Management SVM/SDM/SD/0007
Management Release Management —
packaging and deployment of
patches, maintenance and
major releases to the CWS
platform
Capacity Management — of the
CWS platform
System Event Management SVM/SDM/SD/0006
Management System Monitoring (24x7)
Service Software Distribution
Central Network - The Local Area Networks SVM/SDM/SD/0012
Service (LAN) within the main HNG-X
Data Centres
- The Intercampus Links
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between the main HNG-X Data
Centres
- The Wide Area Network
(WAN) for connecting the
HNG-X Data Centres to some
Post Office Clients (DVLA,
Merchant Acquirer, etc)
- The Wide Area Network
(WAN) for connecting the
HNG-X Data Centres to some
Fujitsu Services test and
support environments
- The Local Area Networks
(LAN) within some Fujitsu
Services test and support
environments
Security Operations
Service
Monitors operations and
introduces specific protective
security controls to maintain
the integrity, availability and
confidentiality of information
used and produced by the
various Services
Key management
SVM/SDM/SD/0017
Processes
List all processes
that apply
As per BMS and POA
Processes and local
procedures.
Incident
Management
Horizon Incident Management
process
Horizon Major Incident
Management process
SVM/SDM/PRO/0018
SVM/SDM/PRO/0001
Problem
Management
SVM/SDM/PRO/0025
Release
Management
Planning and deployment of
infrastructure patching and
application fixes to the data
centre environment
SVM/SDM/PRO/1520
Availability
Management
Monitoring and reporting of
C&R availability
Capacity
Management
C&R throughput to capacity
limits. Peak load volumes.
Aggregated availability data
will be produced at 5 minute
intervals.
Proactive monitoring of storage
capacity on C&R platform
6.2.2
Service Levels, Key Performance Indicators (warranty)
The Collect & Return Service does not attract any SLA's or Liquidated Damages.
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6.2.3 Key Performance Indicators
6.2.4 Measurement Periods
e The performance of the Collect & Return Service during each calendar month shall be
measured against the OLT for availability, measured during the service hours.
e Where the Collect & Return Service is available but the Royal Mail web service is unable to
access the Collect & Return system due to problems arising from components that are not
part of the Collect & Return Service these periods of will not be measured against the KPI's
for availability or incident resolution. Examples of components that are not part of the Fujitsu
managed service but must be available for Royal Mail partners to access the Collect &
Return system include:
co The Royal Mail web service
o The internet
o Postcode Anywhere.
e Where Fujitsu passes an incident for resolution to Royal Mail and Royal Mail does not
provide support arrangements that are aligned to the Collect & Return Service (in terms of
hours of cover) the period of waiting for Royal Mail to commence investigation and resolution
activities that falls within the Collect & Return Service hours will not be counted against the
KPI's for availability or incident resolution.
e KPI measurements are suspended in the event of a disaster being declared and the disaster
recovery process being invoked.
e Inthe event of a disaster KPI calculations will only be resumed once the Collect & Return
Service has been restored to normal operation.
e Where an emergency period of service outage has been agreed in advance with Post Office
and Royal Mail and takes place within the supported hours of operation, this period will not
count towards the availability KPI calculation.
«The KPI's identified only apply within the hours of 08.00hrs to 18.00hrs Monday to Friday
and 08:00hrs to 13:00hrs on Saturday's excluding Bank Holidays.
e Service availability is calculated using complete loss of service periods during the supported
hours of operation, ignoring any loss of service which has been pre-agreed with Post Office
and Royal Mail for application of an emergency changes and ignoring any period in which a
disaster has been declared and the service is not operating from the prime data centre.
e The calculation of resolution times for incidents is based on the supported hours of service.
For example a severity 3 incident reported at 15.00hrs on a Wednesday will be regarded as
fixed within target time if it is resolved before 15.00hrs on the following business day.
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