POL00393983
POL00393983
OLA-PON/ICL Pathway sabi, RON/ORG/OLA/01
Date: _ 06/12/2000
OPERATIONAL LEVEL AGREEMENT
BETWEEN
POST OFFICE NETWORK
BUSINESS SERVICE MANAGEMENT
(OUTLET SYSTEMS GROUP)
AND
ICL PATHWAY
DRN PON/OSG/OLA/001
Issue 2.0
Date 06 December 2000
Name - Representing
Prepared: Dave Ireland - PON
Reviewed: Andy Corbett - PON
David Wilcox - ICL Pathway
Signed Date
Authorised: David McLaughlin - PON
John Wright - ICL Pathway
© The Post Office 2000
All rights reserved. The contents of this document may not be reproduced (wholly or in part) without the written prior
permission of The Post Office. This copyright applies to all forms of storage retrieval, and reproduction in which this
information may be embodied.
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0. CONTROL
0.1. Document History
POL00393983
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Version Date Change Details
Draft A 15/02/00 Initial draft, following workshops between PON and ICL
Pathway
01 28/07/00 Incorporating changes agreed by PON and ICL Pathway
0.2 08/09/00 Incorporating changes following formal review by PON and
ICL Pathway
1.0 10/11/00 Incorporating revised Error Management procedures
2.0 01/12/00 _I Incorporating changes following, formal review by PON and
ICL Pathwa
0.2 Terms and Abbreviations
The following, terms and abbreviations are used in this document:-
AIS Application Interface Specification
AP Automated Payments
BSM Business Service Management (PON)
CCN Change Control Number
DR Disaster Recovery
FTMS File Transfer Management System
HSH Horizon System Helpdesk
IAMT Internal Account Management Team
ITIP Interim Transaction Information Processing,
MSU Management Support Unit
NBSC National Business Support Centre
OBC Operational Business Change
OLA Operational Level Agreement
OSG Outlet Systems Group
PON Post Office Network
RDMC Reference Data Management Centre (Pathway)
RDOT Reference Data Operational Team (PON)
RDS Reference Data System (PON)
SAPADS SAP Advanced Distribution System
SLA Service Level Agreement
ssc System Support Centre
TIP Transaction Information Processing,
TIS Technical Interface Specification
TPS Transaction Processing Service
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OLA - PON/ICL Pathway Ref: PON/OSG/OLA/001
Version: 2.0
Date: 06/12/2000
0.3. References
The following, documents were either referred to or used during the production of this
document:
Reference Version I Date Title Source
1 Schedule G10 1.0 Codified PON Infrastructure Service Level & Contracts
Agreement I Remedies
2 TI/ISS/001 5.7 05/07/99 Pathway to TIP Application Interface PON
Specification.
3 TI/ISS/003 11 15/09/99 Pathway/PON Technical Interface Pathway
Specification.
4 I CS/FSP/0002 27.1 16/10/98 I Horizon System Helpdesk Call Pathway
Enquiry Matrix
5 ICL/PW/OPS/UN I 1.0 08/05/99 Main Host Operational Guide Pathway
X/201
6 I CS/PRO/058 0.2 14/09/98 I ICL Pathway Business Support Unit I Pathway
Incident and Reconciliation Procedures
for NR2
7__ I CS/PLA/007 1.0 25/06/99 __ I TPS Contingency Plan Pathwa
8 CS/SIP/002 4.0 01/11/99 Business Continuity Framework Pathwa
9 I CS/PRD/021 15 4/2/99 ICL Pathway Problem Management Pathway
Process
10 I CS/PRD/021 1.0 20/9/99 EPOSS End-to-end Reconciliation Pathway
Process for Release NR2 - Incident
Management & Resolution
11 CS/INT/001 0.1 22/10/99 Operational Review Meetings - TPS Pathway
12 I DR_ITIPVO.4.doc I 0.3 11/05/99 Disaster Recovery / Contingency PON
Arrangements
13 I HOR/BSM/PRC/00 PON Incident Management PON
1 Procedures
14 I HOR/BSM/PRC/00 PON Problem Management PON
3 Procedures
15 I CS/PRD/071 0.2 21/12/99 _ I Interim Process for the Verification of I Pathway
‘Product’ Reference Data
16 I CS/PRD/033 15 08/12/99 PON Verification of Reference Data Pathway
Changes
17_I RN 14 6/12/99 OLA between TIP and ICL Pathway PON
18 I CS/PRD/058 2.6 22/12/99 I ICL Pathway/PON Interface Pathway
Agreement for OBC
19 I RDP/OLA/002 1.2 13/07/99 RDS/ITIP OLA PON
20 I RDP/OLA/001 13 19/07/99 RDS - PON/ICL Pathway OLA PON
21_I OSG/OPS/001 1.0 30/11/99 OBC Product Verification Procedures _ I PON
22 I None 2.00 26/08/99 I Horizon Operating Instructions PON
Operational Business Change
23. I CHE/PRD/001 22 21/08/00 I CSR+ Operational Business Change PON
(Product) Procedures Electronic Point
of Sale Service (EPOSS)
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0.4 Contents
0. CONTROL.....
0.1 Document History...
0.2 Terms and Abbreviations.
0.3 Reference
0.4 Contents.
1. INTRODUCTION...
2. PURPOSE..
3. SCOPE...
3.1 Exclusions
3.2 Service Management Framewor!
3.3 Duration..
5. CONTRACTUAL OBLIGATIONS. ..cccsssssscsssseseessseessee
6. OBJECTIVES OF THIS OLA...
7. NORMAL DATA PROCESSING ARRANGEMENTB......
7.1 OBC Product Verification Process Description.
7.2 Non-Receipt of Notified Dat
7.3 Error Management
7.4 Verification Terminals Hardware Incidents
7.5 Late Implementation...
7.6 Normal Operational Hours.
7.7 Outside Normal Operational Hours
8. CONTINGENCY...
8.1 Business Continuity
8.2 Disaster Recovery.
9. ROLES AND RESPONSIBILITIES. ...cscssssscssssescsssseecessseessee
9.1 PON
9.1.1 Business Service Management (OSG
9.1.2 Business Service Management...
9.2 ICL Pathway.
9.2.1 Customer Servic
9.2.2 Reference Data Team.
10. DOCUMENTATION & REPORTING.
10.1 PON - BSM/OSG.
10.2 ICL Pathway.
10.3 Joint - PON BSM/OSG and ICL Pathway.
11. OLA SERVICE REVIEWG.....
12, APPENDIX A - CONTACT DETAILS....cccssescsseersesessessee
12.1 PON - BSM/OSG.
12.2 ICL Pathway.
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1. Introduction
This document is an Operational Level Agreement (OLA) between Post Office Network and
ICL Pathway. It outlines the practical arrangements that have been agreed between the two
organisations for interfaces in relation to ‘Product’ Reference Data changes as part of the
overall Horizon service.
2. Purpose
This OLA facilitates a joint understanding, and consistent approach to managing and
supporting the operational interface.
This OLA will be used by both organisations as a firm basis for developing appropriate
working level procedures.
3. Scope
This OLA applies only to the interfaces across which ‘Product’ Reference Data Changes are
passed between BSM/OSG - ICL Pathway - BSM/OSG.
Where appropriate, this OLA conforms to the concepts and principles of the joint Service
Management Framework agreed between PON and ICL Pathway.
3.1. Exclusions
¢ The verification and authorisation of ‘Outlet’ reference data changes
* The transfer of Reference Data between PON RDS Chesterfield and ICL Pathway RDMC
* The delivery of Reference Data from ICL Pathway systems to Horizon counters
3.2 Service Management Framework
Where appropriate, this OLA conforms to the concepts and principles of the joint Service
Management Framework [Reference13] agreed between PON and ICL Pathway.
3.3. Duration
This OLA is effective from the date of signing, throughout National Roll Out, CSR+ and into
Business as Usual.
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4. Status
The OLA does not supersede or override any existing Service Level Agreement and is regarded
as a non-contractual working document. As such, it is without prejudice to both ICL Pathway
and PON, and nothing contained herein shall be deemed or construed as affecting, existing
contractual obligation or creating new contractual obligation between the two parties.
5. Contractual Obligations
Schedule G10 of the PON Agreement specifies the Service Level Agreements relating to
reference data. Schedule G10 sets deadlines for PON delivering reference data to ICL Pathway.
It also sets targets for ICL Pathway delivering reference data to Post Office outlets.
The TPS Contingency Plan [Reference 7] identifies risks and triggers, defining, actions required
to maintain service after failures at any level and identifies contingency actions for Major
Business Continuity Incidents.
6. Objectives of this OLA
The objectives of the OLA are:
+ To provide a consolidated summary of all the day to day operational and support
arrangements for the verification and authorisation of reference data changes across the
PON/ICL Pathway boundary
* Toclarify the respective roles and responsibilities of all relevant groups involved in the
verification and authorisation of reference data changes across the PON/ICL Pathway
boundary
* To facilitate the development of comprehensive and consistent working level procedures for
the verification and authorisation of reference data changes across the PON/ICL Pathway
boundary
* To define procedures for the regular review and evaluation of operational performance
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7. Normal Data Processing Arrangements
7.1 OBC Product Verification Process Description
7.1.1 Business Service Management Outlet Systems Group (BSM/OSG) provide product
information to ICL Pathway and the Reference Data Operational Team (RDOT) as part of the
Operational Business Change (OBC) process. This is done by way of completing the relevant
OBC forms, which are then sent via e-mail. All OBC forms sent by BSM/OSG via e-mail will
contain a Return Receipt.
7.1.2 Requests for an Operational Business Change may be raised by the Internal Account
Management Team (IAMT), by Transaction Processing, or, occasionally, by BBM/OSG. An
OBC10 form is used for this process.
7.1.3 BSM/OSG will attempt to resolve any queries from the RDOT and Pathway relating to
the forms.
7.1.4 — BSM/OSG will allocate a unique OBC Number to each change by BSM/OSG. A prefix
will be used to identify the type of change, The prefixes are based on agreed convention.
7.1.5 BSM/OSG will validate the accuracy of the data input to RDS (within current RDS
procedural and system limits) and notify any errors to Pathway or the RDOT.
7.1.6 For an Advanced change, an OBC2 form is sent to ICL Pathway containing sufficient
information for ICL Pathway to begin impacting the change, and for certain preparatory work
to commence. For example, menu hierarchy requirements, accounting node details,
approximate number of outlets.
7.1.7 For the majority of change types, an OBC4 form is completed which is the reference
data details of the change. This is sent to the RDOT in Chesterfield, who will key the data
against the unique CCN. BSM/OSG will include the date by which RDOT need to transfer the
data to ICL Pathway. RDOT will send a “Confirmation Document” to BBM/OSG when the
data has been input into the RDS and sent to ICL Pathway.
7.1.8 Once the OBC4 is completed a hard copy is produced. If it is deemed necessary a
double check will be made by someone other than the person who has completed the OBC4
form.
7.1.9 The electronic copy of the OBC4 is forwarded to the Reference Data Team in cases of
Reference Data only changes and to the Reference Data Team and Pathway in the case of
Advanced changes which also require reference data changes. The subject box will be
annotated with the Change Control Number. Relevant files will be attached to the e-mail, and
the Return receipt option selected.
7.1.10 When the OBC4 is sent, the details are entered on the OSG Change Control Number
database.
7.1.11 The OSG OBC e-mail box is monitored to ensure that a receipt has been received for
items sent within the agreed timescales. Additionally, the OSG OBC e-mail box is monitored to
ensure that a response file has been received from the RDOT within the agreed timescales. The
Transfer File Number from the response file is recorded on the BSM/OSG Change Control
database.
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7.1.12 ICL Pathway generates and delivers the RDMC Verification Report and Comparison
Report to BSM/OSG and delivers the actual Reference Data change to the BBM/OSG.
verification counters, as appropriate. The reports are provided in an Excel workbook, with a
number of worksheets in each book. The number of worksheets and the amount of information
contained in each, are dependent on the amount and nature of the changes which have been
sent to the counter.
7.1.13 Once Verification is complete an assessment is made by BSM/OSG as to whether the
changes can be released to the live estate. Once the decision is made to release, BSM/OSG give
authority to ICL Pathway (via e-mail) to release the changes to the live estate.
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7.2 Non-Receipt of Notified Data
BSM/OSG will contact ICL Pathway RDT via a telephone call and an e-mail to the OBC
mailbox.
7.3 Error Management
Errors identified by ICL Pathway and/or PON during Reference Data validation, are classified
as pre-live incidents and are handled separately from those which occur after the data has been
authorised.
Where such an error is detected by ICL Pathway, RDT will raise a pre-live incident and record
it on the internal ICL Pathway database known as PinICL. The incident will be initially
allocated to RDT who will then allocate it to the appropriate PON unit (in general, RDOT for
system or keying errors and BSM/OSG for others). Errors detected by BBM/OSG which
impact ICL Pathway will be reported to RDT for recording as PinICLs.
As PON do not have visibility of the PinICL system, RDT will send a copy of the PinICL to the
relevant part of PON for action. PON will respond to the PinICL within a timescale which is
consistent with the priority of the incident, and provide any data necessary to correct the
incident. Where BSM/OSG provide data in response to a PinICL, BSM/OSG will also send
RDT a supporting e-mail confirming data has been sent.
When the response to the PinICL is received RDT will update the PinICL details with the
response from PON and re-allocate the PinICL back to RDT. RDT will then monitor
subsequent data (if appropriate) to ensure that the error identified is satisfactorily resolved.
On a periodic basis RDT will supply PON with a statement of outstanding PinICLs.
74 Verification Terminals Hardware Incidents
Refer to PON Verification of Reference Data Changes - ref. CS/PRD/033.
7.5 Late Implementation
Alll instances emanating from ICL Pathway will be reported by ICL Pathway RDT to BSM/OSG
via a telephone call and confirmed via e-mail.
All instances emanating from BSM/OSG will be reported by BSM/OSG to ICL Pathway RDT
via a telephone call and confirmed via e-mail.
BSM/OSG (after consulting other BSM teams and/or ICL Pathway RDT) will be responsible
for deciding what action is to be taken in the event of potential, or actual late, deliveries of
Reference Data
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7.6 Normal Operational Hours.
BSM/OSG
09:00 - 17:00 Monday to Friday (excluding English Bank Holidays).
Reference Data Operational Team
07:30 - 17:30 Monday to Friday (excluding English Bank Holidays).
ICL Pathway
09:00 - 17:00 Monday to Friday (excluding English Bank Holidays).
7.7 Outside Normal Operational Hours
BSM/OSG
If a major business continuity incident is declared, B5M/OSG will provide a 24 hour contact
Reference Data Operational Team
If a major business continuity incident is declared, the Reference Data Operational Team will
provide a 24 hour contact
ICL Pathway
If a major business continuity incident is declared, ICL Pathway will provide a 24 hour contact
via the Horizon Systems Helpdesk
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8. Contingency
8.1 Business Continuity
In the event of e-mail failure, BSM/OSG will fax the documentation to ICL Pathway RDT and
retain the certificate of fax transmission with the relevant OBC form as confirmation of the date
ICL Pathway RDT were advised. A copy of the original documents will be sent to ICL
Pathway RDT by post to overcome any lack of clarity difficulties.
If the fax service becomes unavailable and/or unsuitable, data can be copied onto floppy
disk(s) for transfer between ICL Pathway RDT and BSM/OSG. The disk(s) will be physically
transported by ICL Pathway RDT and/or BSM/OSG staff or via an independent courier.
8.2 Disaster Recovery
In the event of a disaster being declared by the Post Office at Concept 2000, Farnborough where
BSM/OSG are unable to access their Horizon counters for verification, ICL Pathway will use all
reasonable endeavours to provide BSM/OSG with the use of Horizon counters at their sites at
Feltham or Bracknell within 48 hours.
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9. Roles and Responsibilities
91 PON
9.1.1 Business Service Management (OSG)
BSM/OSG shall ensure the management of the day to day operation of the interface to ICL
Pathway is in accordance with the processes, procedures and lead times as agreed in the
PON/ICL Pathway Interface Agreement ie.
© Providing data delivery service in accordance with the Interface Agreement
* Working to agreed operational procedures
* Holding regular operational reviews internally and with ICL Pathway
BSM/OSG will:
* Identify which elements of the comparison report are understood to be part of a requested
change and query all others
¢ Confirm changes have been checked using defined tests and work as required
¢ Gain the agreement of ICL Pathway, where BSM/OSG wish to release a change that
contains a known error
* Authorise the release of each change, based on the above
¢ Be responsible for the co-ordination, communication and quality assurance between the
IAMT and ICL Pathway
¢ Back up all telephone calls with an e-mail to confirm the conversation
¢ Ensure that the appropriate data is co-ordinated and communicated to both TAPT and the
RDOT team
© Monitor ICL Pathway’s progress, as
IAMT as required
¢ Define if a potential Alert should be raised for Reference Data being processed overnight,
where that Reference Data will become effective on the counters on the day following,
processing,
¢ Be responsible for defining action to be taken in the event of potential, or actual, late
deliveries of Reference Data
st with resolving any problems, involving the PON
9.1.2 Business Service Management
BSM are responsible for developing and maintaining, the Service Management principles,
processes and procedures that are being implemented across the whole business.
BSM also provide the primary interface to ICL Pathway for developing, and documenting, the
joint Service Management Framework that has been agreed between the two organisations.
In particular, PON BSM undertake various centralised Service Management functions that
provide operational support to a variety of PON Business Units and external Suppliers (incl.
ICL Pathway). These functions include:
Incident Management (via the Network Business Support Centre)
¢ Problem Management
* Change Management
* Business Continuity Planning,
* Service Review (incl. the Horizon Service Review Forum with ICL Pathway)
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Date: 06/12/2000
© Performance Reporting and MIS
* Service Configuration Management
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9.2 ICL Pathway
9.2.1 Customer Service
The ICL Pathway Service Manager within the Customer Service Team shall ensure the
management of the day to day operation of the interface to PON BSM/OSG is in accordance
with the processes, procedures and lead times as agreed in the PON/ICL Pathway Interface
Agreement i.e.
* Providing data delivery service in accordance with the Interface Agreement
* Working, to agreed operational procedures
Holding regular operational reviews internally and with PON
© Providing Incident escalation route and problem management service.
9.2.2 Reference Data Team
The ICL Pathway RDT will:
© ensure that change information passed from PON meets the criteria specified in the change
request
¢ verify that the contents of a file are appropriate for that file/change type
© confirm that the change works technically
«raise any queries with PON before progressing the change
* produce a comparison report for changes delivered to the verification counters
¢ verify that all the data required for an OBC has been received
* ensure the changes to reference data are implemented accurately and completely in the ICL
Pathway systems
* explain any queries PON have with any change on the comparison report to the satisfaction
of PON, or accept responsibility for the effects of that element of the change
¢ impact the authorisation to release changes which are known to contain errors
© back up all telephone calls with an e-mail to confirm the conversation
* release authorised changes to the live estate
* liaise with BSM/OSG to resolve any issues arising from the product change and/or any
associated Icons and Menu configuration needs
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10. Documentation & Reporting
10.1 PON - BSM/OSG
BSM/OSG will raise all Incidents and Problems against the Pathway service to BSM Incident &
Problem Management, and will only close down Incidents when satisfactory rectification and
resolutions have been documented and agreed.
10.2 ICL Pathway
Should an issue arise with the service defined a Pre-Live Incident will be raised on PinICL and
tracked to successful resolution.
All processes and procedures carried out by ICL Pathway are documented and maintained
under change management.
10.3. Joint - PON BSM/OSG and ICL Pathway
All operational reviews between ICL Pathway and BSM/OSG will be minuted and distributed
to appropriate representatives of ICL Pathway and BSM/OSG.
All authorisation forms should be retained for audit purposes for a minimum period of 12
calendar months.
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11. OLA Service Reviews
This OLA will be reviewed by ICL Pathway and BSM/OSG through Operational Review
Meetings. These meetings will be held at agreed intervals (typically monthly), and the OLA
will be addressed within the Operational Review Meetings whenever it is considered
necessary, during the period the OLA remains relevant.
Any amendments to the OLA will remain non-contractual but will be agreed between ICL
Pathway and BSM/OSG through the Operational Review Meetings, and an updated hard copy
version formally signed off by agreed representatives from ICL Pathway and BSM/OSG, in
accordance with the agreed document review process.
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12. APPENDIX A - Contact Details
12.1 Post Office Network - BSM/OSG
Name
Telephone
Mobile
Fax
E-Mail
Name
Telephone
Fax
E-mail
Name
Telephone
Fax
E-Mail
Postal Address
PON Outlet Systems Group
Concept 2000
250 Farnborough Road
Farnborough
GU14 7LU
P.
aul Garner
GRO-
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12.2 ICL Pathway
Reference Data Team
Telephone
Fax
E-mail
Postal Address
ICL Pathway
Lovelace Road
Bracknell
RG12 8SN
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