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Document Title:
Document Reference:
Release:
Abstract:
Document Status:
Author & Dept:
External Distribution:
Information
Classification:
Approval Authorities:
Application Support Service (Fourth Line): Service Description
SVM/SDM/SD/0005
Not Applicable
Service description of the Application Support Service (Fourth Line)
provided under contract to Post Office
APPROVED
Phil Boardman Fujitsu Service Architect; Matthew Lenton Fujitsu
Document Manager
As reviewer and approver lists.
See section 0.8 for details.
Nami Role Signature Date
Rajiv Rathod Post Office Limited Head of Horizon See Dimensions for record
Commercial and Contract Management
Steve Bansal Fujitsu Services: Senior Service Delivery See Dimensions for record
Manager
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0 Document Control
0.1 Table of Contents
DOCUMENT CONTROL
Table of Contents ..
Document History
Review Details ...
Associated Documents (Internal & External
Abbreviations ..
Glossary.
Changes Expected
Information Clas:
AnNaAneRRwWN N
ati
n
SERVICE SUMMARY..
The Application Support Service (Fourth Line) provides:
a» o
)
Software Support
Service Availability.
General Principle
Service Level Relief
Rectification Plan .
Service Levels for which Liquidated Damages Apply
Service Levels for which Liquidated Damages Do Not Apply.
Operational Level Targets
Performance Metric:
Design Targets.
Service Limits and Volumetrics..
Assets and Licences
Additional Operational Variable Charges.
Dependencies and Interfaces with other Operational Services ..
Third Line Support Service ....
Post Office Dependencies and Responsibi
Business Continuity...
Eujitsu Services Responsibilit
2.9.2 Major Business Continuity Incident (MBC!) management process .
2.10 Documentation Set Supporting the Service ...
CODRRDRDDDMDDDDHOMNNNNNNNNNNNOOD
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0.2 Document History
Version N ate Summary of Changes and Reason for Issue Associated Change
CCN Reference
1.0 24/08/06 Agreed
1.1 15/08/08 Revisions made as a result of personnel changes
2.0 27/01/09 Document Approved
21 7/0/09 Updated to include off shore 4" line service
3.0 29/10/2009 I Document Approved (went to review instead)
3.1 11/01/2010 Updates following review
3.2 15/06/2010 Updates following review
3.3 24/08/2010 Updates following review
40 24/08/2010 Approval version
41 25/10/2010 Updated to include POLSAP CCN1270
42 09/11/2010 Updated to remove all HNG-X rollout & pre-rollout
requirements
43 11/03/2013 I Updates following regular review
44 22/03/2013 Updated following comments from commercial manager I CCN1332a
5.0 13-Sep-2013 I Approval version
5.4 25-Feb-2014 I TSS CCN (1400) requires that we remove all scope CCN1400
relating to the POLSAP Services as a new document
SVM/SDM/SD/2306 covers it.
5.2 13-Mar-2014 I Summary of changes in 5.1 added above. CCN1400
6.0 13-Mar-2014 I Approval version CCN1400
61 10-July_2014 I Removal of references to Service Desk and other CCN1409
surplus text
6.2 01-Oct-2014 I Minor revisions following internal review: remove CCN1409
Accuracy Statement and Service Desk SD reference;
add CCN ref.
7.0 29-Nov-2016 I Approval version
7A 03-Aug-2021 I Amend 1.1(b), add sentence “The investigation and CCN1623b
resolution of new Incidents...”
Amend 1.1(b) and 2.1.1(f), add words “or Post Office CCN1678
Cloud”.
Amend 2.1.1(f) to correct erroneous reference, from Not subject to a CCN
SVM/SDM/OLA/0017 to SVM/SDM/PRO/0875.
7.2 20-Sep-2021 I Delete "and" from 1.1(b); delete sentence referring to Not subject to a CCN
Fujitsu intemal "support guide" from 2.1.1(f) (as agreed
with POL during document review).
8.0 22-Nov-2021 I Approval version
8.1 10-Nov-2023 I Amended paragraph 1.1b in respect of the completion I CCN1703a
of the HNG-A Application migration.
8.2 24-Nov-2023 I Amended as a result of Fujitsu review feedback
9.0 08-Apr-2024 I Approval version
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0.3 Review Details
Review Comments by:
Review Comments to: phil.boardmant.__‘
PostOfficeAccountDocumentManagement
Mandatory Review
Role
Name
Post Office Ltd: Head of Horizon Commercial and
Contract Management
Rajiv Rathod <__
Fujitsu: Senior Commercial Manager
Helen Venters
Fujitsu: Service Architect
Phil Boardman
Fujitsu: POA UK Application Delivery Lead
Tariq Arain
Role
Optional Review
Name
Post Office Ltd: Horizon Service Lead — Horizon &
GLO
Martin Godbold <
Post Office Ltd: IT Document Specialist
Steven Vouthas <
Post Office Ltd: Lead Solution Architect
Bob Booth
Fujitsu: Senior Service Delivery Manager
Steve Bansal
Fujitsu Security Architect
Dave Haywood
Fujitsu: Service Architecture Manager
Alex Kemp
Fujitsu: Head of POA SSC
Adam Woodley; SSC Duty Manager
Fujitsu: Head of Application Lifecycle Delivery
Graham Allen
Fujitsu Information Security Management
Farzin Denbali; Chris Stevens
Fujitsu: POA Document Manager
Matthew Lenton
(*) = Reviewers that returned comments
Issued for Information — Please restrict this
distribution list to a minimum
Position/Role
Name
0.4 Associated Documents (Internal & External)
References should normally refer to the latest approved version in Dimensions; only refer to a
specific version if necessary.
Reference Version Date
PGM/DCMTEM/0001 I See note POA Generic Document Template Dimensions
(DO NOT REMOVE) I above
PGM/DCM/ION/0001 POA Document Reviewers/Approvers Role I Dimensions
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Reference Version Date Title Source
(DO NOT REMOVE) Matrix
CON/MGM/005 Post Office Ltd and Fujitsu Services PVCs
(BP/DOCI021) Business Continuity Interface Agreement
PGM/DCM/PRO/0001 HNG-X Document Control Process Dimensions
SVM/SDM/SD/0003 Data Centre Operations Service: Service Dimensions
Description
SVM/SDM/SD/0004 Third Line Support Service: Service Dimensions
Description
SVM/SDM/SD/0006 Systems Management Service: Service Dimensions
Description
SVM/SDM/SD/0007 Service Management Service: Service Dimensions
Description
SVM/SDM/SD/0012 Central Network Service: Service Description I Dimensions
SVM/SDM/SIP/0001 HNG-X Business Continuity Framework Dimensions
0.5 Abbreviations
Abbreviation Definition
0.6 Glossary
Term Definition
Central Network Service means the service for managing and supporting the Central Telecom Infrastructure
providing networking between and to/from the Data Centres.
Data Centre Operations —_I means the service for managing and supporting the HNG-X Central Infrastructure
Service installed in the Data Centres.
Knowledge Base Article I means records (or “articles”) in a Knowledge Base used to record “known errors",
(KBA) workarounds, progress on resolutions and responses to “frequently asked questions”.
Replacements to the "Known Error Log’ (KEL) records previously used.
Release Authorisation means the process defined in Annex A (Release Management Service) of the CCD
Process entitled: “Service Management Service, Service Description” (SVM/SDW/SD/0007)
Systems Management means the service providing event management support (provided by SMC) and
Service software distribution and management services (managed by SMG).
0.7 Changes Expected
Expected changes should the HNG-X design or solution require amendment to the service provided by Fujitsu
Services.
Correction of updated procedures for Live Defect Management at para 2.1.1 (b), including replacing references to
“KEL’s with "KBA’s, to be made by future CCN.
0.8 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
1.1. The Application Support Service (Fourth Line) provides:
The Application Support Service (Fourth Line) provides:
(a) application support in terms of Software fixes to the Business Capabilities and Support Facilities
using appropriately trained operational staff;
(b) investigation and resolution of new Software Incidents within the Replaced Branch Infrastructure,
HNG-X Central Infrastructure or Post Office Cloud environments which cannot be otherwise
resolved either due to technical or resource limitations by the Third Line Support Service. The
investigation and resolution of new Incidents related to Software within the Replaced Branch
Infrastructure will include any Incidents identified as HNG-A Application related, but not those
Incidents caused by any software provided by Post Office or its third parties (e.g. operating
system, anti-virus or driver software).
2 HNG-X
2.1 Service Definition
2.1.1 Software Support
The Application Support Service (Fourth Line) will provide Software support by:
(a) receiving from the Third Line Support Service, Software related Incidents which cannot be
resolved by the Third Line Support Service. Such Incidents will have been originally logged by
Post Office's IT Service Desk following a call from a Branch, or having been logged by the
Systems Management Service, the Central Network Service or the Data Centre Operations
Service;
(b) identifying a “known error” following receipt of the Incident from the Third Line Support Service,
where this information will be communicated to the Third Line Support Service and the
appropriate Known Error Log (KEL) will be updated and the information disseminated to the other
Services to enable the resolution of similar Incidents;
(c) ensuring the internal Fujitsu Services Incident management systems are updated with the
Incident resolution details prior to return to the Third Line Support Service together with the
method of recreation of the problem;
(d) ensuring that the Third Line Support Service is made aware of the symptoms which generate an
Incident. This will be documented by the Application Support Service (Fourth Line) and be
available to the other Services;
(e) ensuring that any resolutions or workarounds which are returned to the Third Line Support
Service have been tested (including regression testing) and have been correctly authorised in
accordance with the Release Authorisation Process;
(f) providing the Third Line Support Service with documentation and knowledge transfer (which may
include provision of source code, if appropriate) relating to new Releases in sufficient time to
enable the Third Line Support Service to become familiar with the new product or service prior to
its Release into the Branch Infrastructure or HNG-X Central Infrastructure or Post Office Cloud
environments;
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(g) liaising with Fujitsu Services' subcontractors / suppliers, or Post Office's suppliers, if the Parties
consider it is appropriate, as and when an additional level of Software support is required;
(h) delivering secure coding training on an annual basis;
(i) maintaining the secure coding guidelines on an annual basis; and
(j) perform code reviews for all code developed, to ensure it adheres to the secure coding
guidelines.
2.2 Service Availability
The Application Support Service (Fourth Line) is not directly available to Post Office. It is a service
internal to Fujitsu Services and is available between 09:00hrs to 17:30hrs Monday to Friday. The
Application Support Service (Fourth Line) will provide an out of hours service when requested provided
notification is given in advance ,the service out of hours will be on a reasonable endeavours basis.
2.3 Service Levels and Remedies
2.3.1 General Principles
This section is not applicable to the Application Support Service (Fourth Line).
2.3.2 Service Level Relief
This section is not applicable to the Application Support Service (Fourth Line).
2.3.3 Rectification Plan
This section is not applicable to the Application Support Service (Fourth Line).
2.3.4 Service Levels for which Liquidated Damages Apply
There are no specific SLTs for which liquidated damages apply that are linked directly with the
Application Support Service (Fourth Line).
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
There are no specific SLTs for which liquidated damages apply that are linked directly with the
Application Support Service (Fourth Line).
2.3.6 Operational Level Targets
There are no OLTs associated with the Application Support Service (Fourth Line).
2.3.7 Performance Metrics
There are no performance metrics associated with the Application Support Service (Fourth Line).
2.3.8 Design Targets
There are no design targets associated with the Application Support Service (Fourth Line).
2.4 Service Limits and Volumetrics
There are no service limits and volumetrics associated with the Application Support Service (Fourth Line).
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2.5 Assets and Licences
2.5.1 Assets
There are no assets associated with the Application Support Service (Fourth Line).
2.5.2 Licences
There are licenses associated with the Application Support Service (Fourth Line) e.g. ConnectDirect,
JScape, etc. These will be renewed as required by the Service Delivery Manager.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
There are no Operational Variable Charges applicable to the Application Support Service (Fourth Line).
2.6.3 Additional Operational Variable Charges
There are no additional Operational Variable Charges applicable to the Application Support Service
(Fourth Line).
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
Application Support Service (Fourth Line) and/or any of the other Operational Services will be agreed in
accordance with the Change Control Procedure. This section describes the interfaces with the other
Operational Services as at the Amendment Date, as follows:
2.7.1. Third Line Support Service
The Third Line Support Service works closely with the Applications Support Service (Fourth Line) to
provide bug fixes to enable the resolution of Software Incidents.
2.8 Post Office Dependencies and Responsibilities
Except for the generic responsibilities which shall apply as set out in Schedule A5 of the Agreement,
there are no Post Office dependencies and responsibilities associated with the Application Support
Service (Fourth Line).
2.9 Business Continuity
2.9.1 Fujitsu Services Responsibility
Fujitsu Services is responsible for maintaining business continuity arrangements for the Application
Support Service (Fourth Line) and sharing this information with Post Office, as requested.
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2.9.2 Major Business Continuity Incident (MBCl) management
process
Fujitsu Services and Post Office Business Continuity Managers, will agree a plan of action in accordance
with the Major Business Continuity Incident (MBCI) management process as set out in the Working
Document entitled: “Post Office Ltd and Fujitsu Services Business Continuity Interface Agreement”
(CON/MGM/005).
2.10 Documentation Set Supporting the Service
See the associated documents set out at section 0.4 of this Application Support Service (Fourth Line)
Service Description.
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