ae
POCL Confidential Version
Output from Tranche 3 Acceptance Incident Workshop 10th August
This table Includes the following Incident categories:
0 Agreed ‘High’ severity by POCL and Pathway
1 Agreed ‘Medium’ severity by POCL and Pathway
2 Agreed ‘Low severity by POCL and Pathway
3 To be addressed at TIP meeting on 29 July
4 Monitoring with a view to close
5 Closed
6 Closed pending Pathway action
7 Closed pending POCL action
POL00028364
POL00028364
11th August
13 AUG 1999-363)
8 Closed pending joint action
9G Timely resolution forecast. To be reviewed at T3 workshop
IBEFORE-TRANCHE'S
‘WORKSHOP,
AFTER TRANCHE 3 WORKSHO!
9B Timely resolution in doubt. To be reviewed at T3 workshop
10 Incident status and/or severity disputed
z a Sovority I -Sovority-]. ‘Sovorily_ I Sovoriy.]--. 7
Al_I Description a (PWY) “I (POCL) “ICategory (PWY) "I_(POCL) ICatogory_I Remarks
Dispute on severity - may be closed by end of 11/8, To be
. discussed in TIP conference call 11/8, Mark Burley to respond
TIP 342_ITIP data file delivery SLA breach Medium _I_ Medium i Low Medium 10 Ito Pathway whether closed by end 11/8
Monitoring continues in live environment.Dispute on severity -
may be closed by end of 11/8: To be discussed in TIP
Duplicate records and files over TIP conference call 11/8, Mark Burley to respond to Pathway
TIP 361 _IInterface. Medium. Medium 1 Low Medium 10 whether closed by end 11/8.
. Business Impact by 4:00 11/8, Bob Cragg. PWY to give
ldetalled reports to Bob Cragg up to close of business on 11/8.
Late transactions over 9 days old on IBC to reconcile PWY and POCL data and respond by close of
TIP 371_IHAPS system. Low Medium 4 Low Medium 10 business 12/8. If reconciliation is successful possibly ‘low’
Pathway to provde detailed analysis of root causes and fixes to
. Mark Burley by 11/8. POCL to.review and respond by 16/8,
Derived cash account not equal to Pathway say fix to be implemented 12/8 and forecast severity
TIP 376 _Ielectronic cash account High High o Pending High 10 to be revised to ‘medium’.
. TIP done Business Impact. Pathway say fix to be implemented
10/8. POCL to monitor in live environment. Pathway to re-issue
‘AIS contravention/Data Integrity on the} incident analysis by 11/8 and Mark Burley to expedite business
TIP 378 Icash account (TIP) Low Medium. 9G Low Medium 40 impact analysis. To be discussed In TIP conference call 11/8.
Page 1
POCL Confidential Version
Output from Tranche 3 Acceptance Incident Workshop 10th August
This table includes the following Incident categories:
0 Agreed 'High’ severity by POCL and Pathway
1 Agreed ‘Medium’ severity by POCL and Pathway
2 Agreed ‘Low severity by POCL and Pathway
3 To be addressed at TIP meeting on 29 July
4 Monitoring with a view to close
5 Closed
6 Closed pending Pathway action
7 Closed pending POCL action
8
96
9B
10
POL00028364
POL00028364
Closed pending joint action
Timely resolution forecast. To be reviewed at T3 workshop
‘Timely resolution in doubt. To be reviewed at T3 workshop
Incident status and/or severity disputed
AFTER TRANCHE 3 WORKSHOP
11th “¢é
BEFORE TRANCHE 3 WORKSHOP
Tea p Sovarily.I- Sovorily I---I Sovorily I Sovorly I---I ;
A_Spec. Al ‘I Doscription ~~~ (PWY)...-I" (POCL)“ICategory I _(PWY) I (POCL)* ICategory_.I Romarks
Dispute on severity and rectification. To be discussed TIP conf
Low call, Pathway to re-issue incident analysis. To be discussed in
Missing transactions from the cash TIP conference call 11/8. POCL expect to downgrade severity
TIP 410 _Jaccount Pending High None High 10 lor close.
Pathway dispute Incident status as it was raised after Core
Observation Period and are treating this in accordance with
R Clause 411, John Cook to consult with lawyers. To be
discussed In TIP conference call 11/8, POCL expect to
TIP 414 {AIS Contravention/Data Integrity Pending I __High None High 10 __Idowngrade severity.
I (st \ Mark Burley to speak with TP 11/8. POCL expect to downgrade]
Receipts and payments not equal on. oF severity. Pathway to investigate RED report with respect to kit
POSS 211 Icash account Medium_I_ Medium 4 None’ I Medium 10 [swap-out and confirm severity.
hye In dispute, but likely to be closed. Still no reported Instances of
Differences in reprints of Cash this problem in live environment. Mark Burley to speak with TP
IEPOSS * 394 IAccount report & the original report None Medium. 4 None Megitim 10 14/8. POCL expect to close incident.
Chesed],
. Eo IPOCL expect to Issue training report (confirming incident
severity) to Pathway by close of business 10/8. Pathway to
Training course Cash Account module uN Wet respond with thelr severity 11/8, Workshop didn't discuss
Training 218 Iinadequate. Medium High 9G 10 severity
Page 2
POCL Confidential Version Output from Tranche 3 Acceptance Incident Workshop 10th August
_ This table includes the following incident categories:
POL00028364
POL00028364
0 Agreed ‘High severity by POCL and Pathway 4 Monitoring with a view to close 8 Closed pending joint action
1 Agreed ‘Medium’ severity by POCL and Pathway 5 Closed 9G Timely resolution forecast. To be reviewed at T3 workshop
2 Agreed ‘Low’ severity by POCL and Pathway 6 Closed pending Pathway action 9B Timely resolution in doubt. To be reviewed at T3 workshop
3 To be addressed at TIP meeting on 29 July 7 Closed pending POCL action 10 Incident status and/or severity disputed
BEFORE TRANCHE’3 WORKSHOP AFTER TRANCHE 3 WORKSHOP
aa hs * e Ea, oF +Sovority I :Sovority oo yc: I. Sovority I Sovority Tn
lASpoc I“ Al_I Description I ewyy I (eoce) *Icategory: “I. (Pwy). I(POCL): Icategory_I Remarks
User contingency / disaster recovery IPOCL to write up manual procedure. Incident to be removed
Training 266 _Idocumentation missing. Low High/Med 7 Low Low 2 from this list.
Inconsistencies between
documentation, training system & Pathway analysis under review by POCL; expect to close
Training 364_Imode Low Medium. 4 Low Low 2 incident following review of training mode.
Hechion .
In dispute on severity and rectification.Further analysis tabled
Systems management (not all 299. by Pathway at workshop 10/8. Bob Booth to provide response
Rollout 372 loffices successfully upgraded to LT2) I Pending I High/Med 9B ‘None __I High/Med 10 to Ruth Holleran/Min Burdett by 12/8 (received).
Policies & HCI Specification Is deficient In
Standards 333_Iimplementation definition. None Low 9B None Low 2 Incident to be removed from this list.
Pathway to make changes to the HC! which the enhancement
workshop agrees are necessary and specifically HCI related.
Policies & Horizon system usabllity evaluation’. I. : Pathway to re-issue incident analysis. Incident to be removed
[Standards 406 _Ishows criterion re: HCI not met None Medium 9B. Low Low 2 {from this list.
Page3
POCL Confidential Version
This table includes the following incident categories:
0 Agreed 'High' severity by POCL and Pathway
1 Agreed ‘Medium’ severity by POCL and Pathway
2 Agreed ‘Low severity by POCL and Pathway
3 To be addressed at TIP meeting on 29 July
4 Monitoring with a view to close
-§ Closed
6 Closed pending Pathway action
7 Closed pending POCL action
Output from Tranche 3 Acceptance Incident Workshop 10th August
POL00028364
POL00028364
8 Closed pending Joint action
9G Timely resolution forecast. To be reviewed at T3 workshop
9B Timely resolution in doubt. To be reviewed at T3 workshop
40 Incident status and/or severity disputed
1th “eo
BEFORE TRANCHE 3 WORKSHOP AFTER TRANCHE 3 WORKSHOP
Thee ae nee zs ‘Soverity..I Soverity “Sovority 7 Sovority cian eee
A Spoc Al_I Description»... (PWY) (POCL) -. Category ~(PWY) (POCL) I Category: Romarks
Security grills stil! not installed; POCL will close Incident when
Physical Security of Lytham St Annes. Pathway confirm installation is complete. Business Impact Bob}
Security 368 [Computer Room Low Medium 4 Low I Medium 10 _IBooth (received).
Lack of acceptable witness statement
Security 370 _Iduring trial period Low Low Low 2 Incident to be removed from this list.
Recovery and contingincy
Security 387_larrangements - Feltham & Bracknell Low High/Med None None 5 Incident to be closed.
Deficiency In physical security at Pathway rectification plan agreed . Bob Booth to furnish Ruth
Security 391 _IBootle & Wigan Low Medium. 96 Low Medium 10 Holleran/Min Burdett with wording to sustain 'medium' severity.
Pathway analysis deemed unSatisfactory. Bob Cragg to provideI
description and severity assessment by 4pm 11/8. Calum Craig}
APS. 390 _IRecovery of APS transactions Low Medium EIc} Low Medium 10 to expedite.
Page 4
POCL Confidential Version
This table includes the following incident categories:
0 Agreed 'High' severity by POCL and Pathway
1 Agreed ‘Medium’ severity by POCL and Pathway
2 Agreed ‘Low severity by POCL and Pathway
3 To be addressed at TIP meeting on 29 July
4 Monitoring with a view to close
5 Closed
6 Closed pending Pathway action
7 Closed pending POCL action
Output from Tranche 3 Acceptance Incident Workshop 10th August
POL00028364
POL00028364
8 Closed pending joint action
9G Timely resolution forecast. To be reviewed at T3 workshop
9B Timely resolution in doubt. To be reviewed at T3 workshop
10 Incident status and/or severity disputed
11th August ri)
BEFORE TRANCHE 3 WORKSHOP) AFTER TRANCHE 3 WORKSHOPI
: om -]; Soverily I Sovority Tay Savorily I Sovorily I: -_-_, e 2
Al_I Doscription (PWY) ““}="(POCL) "Catagory I (PWY)"}_ (POCL)ICatogory._I Romarks 35
WES) Mark Burley to speak with TP 11/8 to ascertain if number of
Duplicate AP transaction reference instances of this incident is sufficiently low to warrant
(APS 395_Inumbers Low Medium 9G Low Megfum 10 downgrading severity.
Criterion 869 to be addressed under A! 314. Incident to be
POCL Infra 499 IDispute over TMS/OPS boundary None Medium. 96 Low Low 2 removed from this list.
Inappropriate / unintelligible counter Reduction in event frequency warranted downgrading severity.
IPOCL Infra 297 _Isystem error messages. Low Medium. 9B Low Low 2 Incident to be removed from this list.
Pathway provided new analysis; POCL to review. Pathway to
ring around outlets to confirm diagnosis based on Week 19
‘calls. Dave McLaughlin to supply corresponding figures from
Counter system subject to lockups & Horizon log by 4pm 11/8, Bob Booth to provide Ruth
POCL Infra 298 Iscreen freezes requiring re-boots. Low High 9B Low High. 10 Holleran/Min Burdett with ex
Ag.
IDave McLaughlin to analyse figures from Week 19 Horizon log,
None, ISuggestion to close and the symptoms treated as part of Al
. . 1298 (NB BoBo note). POCL to respond to Pathway (John
POCL Infra 300 [System lockups on printer failure Pending I High/Med 98 None High 410___IDicks) by close of business 11/8.
Page 5
POCL Confidential Version
Output from Tranche 3 Acceptance Incident Workshop 10th August
This table includes the following incident categories:
0 Agreed ‘High’ severity by POCL and Pathway
1 Agreed ‘Medium’ severity by POCL and Pathway
2 Agreed ‘Low severity by POCL and Pathway
3 To be addressed at TIP meeting on 29 July
4 Monitoring with a view to close
5 Closed
6 Closed pending Pathway action
7 Closed pending POCL action
POL00028364
POL00028364
8 Closed pending joint action
9G Timely resolution forecast. To'be reviewed at T3 workshop
9B Timely resolution In doubt. To be reviewed at T3 workshop
10 Incident status and/or severity disputed
oy ,
BEFORE. TRANCHE 3 WORKSHOP}
AFTER TRANCHE 3 WORKSHOPI
11th ““pD
Page 6
rr : Severity I Soverily] Sovorily I Sovority I. 3 z
IA_Spec Al_I Description (PWY) (POCL) _ICatogory (PWY) (POCL) ICatogory_I Remarks £ u i
Dave McL. to analyse figures from Week 19 Horizon log:results
by 4:01 1/8, This Incident may be closed and the symptoms
None treated as part of Al 211. POCL to respond to Pathway (John
POCL Infra__I_301 {Printer failure integrity problems. Pending I High/Med 9B None High 10 __IDicks) by close of business 11/8.
tose
i of, Pathway to re-issue Incident analysis. John Cook and Bob
Provision of tech, documentation for . Booth to discuss further. John Cook to provide justification for
POCL Infra 314 I TP suppliers Inadequate. None Medium 9B bb Medium 410 IM by 4:00 11/8
IPOCL to respond to Pathway by close of business 11/8. MinB
Scanner reliability in relation to OBCS. ito discuss way forward 10:00 11/8. POCL may downgrade
IPOCL Infra 369 Itransactions None High/Med 9G None__I High/Med 10 severity to ‘low.
ho AY Pathway to re-issue analysis. Bob Booth to re-evaluate incident}
severity assessment by 4pm 11/8. POCL expect to close this
IPOCL Infra 384 _ISequent failover time Low High 9G None High 10 incident or re-assess to low.
INo confidence In change control .
Reconciliation I 375 Ibetween Ref Data and Pathway Pending None None 5 Incident to be closed.
POCL Confidential Version
Output from Tranche 3 Acceptance Incident Workshop 10th August
This table includes the following incident categories:
0 Agreed ‘High’ severity by POCL and Pathway
1 Agreed ‘Medium’ severity by POCL and Pathway
2 Agreed ‘Low’ severity by POCL and Pathway
3 To be addressed at TIP meeting on 29 July
4 Monitoring with a view to close
5 Closed .
6 Closed pending Pathway action
7 Closed pending POCL action
8
9G
9B
10
<r
BEFORE TRANCHE 3 WORKSHOP}
AFTER TRANCHE 3 WORKSHOP!
POL00028364
POL00028364
~
‘11th August o
Closed pending Joint action
Timely resolution forecast. To be reviewed at T3 workshop
‘Timely resolution in doubt. To be reviewed at T3 workshop
Incident status and/or severity disputed
Te man _Soverily I Sovority Ze.) Savery I Savory]... I ae 7
JA_Spoc Al_I Doscription " - (PWY) I (POCL)- [Category _I _(PWY) (POCL) :ICategory_I Romarks “ “=
Lack of detail re data between Outlet
Reconciliation I_380_I& Correspondence Server. None None None 5 Incident to be closed.
Pathway rectification plan needs to be more quantitative
Nong regarding resources and more detalled regarding actions to be
I Failure of the Horizon System or implemented to improve service levels for LT2, Dmac & MinB
Service Levels} 408 Ihelpdesk to support the network Medium_I_Medium 1 Low _I Medium 10 _Ito develop Business impact
Unresolved
IKPR entries
Page7