1 PSN Services Service Descriptions - Government Procurement ...

PSN Services Service Descriptions
Lot4 – Managed Equipment Room Services
Provision of Managed Equipment Room Services: including supply, installation, maintenance,
technical architecture and system design, project management, and support as equipment, commodity
and managed service. The Lot scope includes: management of equipment rooms and equipment
cabinets; provision of power supplies; power monitoring equipment; cabling; equipment room
infrastructure; environmental and access control; air conditioning; staffing; managed equipment rooms
as a service; provision of all elements of a complete solution.
• Note that locations may include List X sites
• Note that connectivity does not fall within the scope of this Lot.
1

PSN Services Service Descriptions .......................................................................................................... 1
Lot4 – Managed Equipment Room Services ....................................................................................... 1
Supplier Responses ............................................................................................................................. 3
2e2 UK Ltd ...................................................................................................................................... 3
Azzurri Communications Ltd ........................................................................................................ 10
British Telecommunications plc ................................................................................................... 20
Capita Business Services Ltd ......................................................................................................... 33
Computacenter (UK) Ltd ............................................................................................................... 37
Freedom Communications (UK) Ltd ............................................................................................. 40
Fujitsu ........................................................................................................................................... 47
Icom Holdings Ltd ......................................................................................................................... 52
Logicalis UK Ltd ............................................................................................................................. 53
Phoenix IT Group Limited ........................................................................................................... 197
2

Supplier Responses
2e2 UK Ltd
1. MANAGED EQUIPMENT ROOM SERVICES
1.1 Introduction
2e2 has the capability and experience to provide all services required within Lot 4, namely:
Provision of all relevant equipment room services, from design and build to commissioning
Supply, installation of all relevant services, air conditioning, cabling, power, power monitoring /
conditioning
Provision and support of managed equipment including local connectivity
On-going maintenance and monitoring of access control systems and advising of required
upgrades as the room function increases/decreases in volume.
All of these services will be carried out to meet or exceed all relevant PSN standards such as Waste
Electrical and Electronic Equipment Regulations 2002/96/EC and SI 2006/1463 (the Restriction of the
Use of Certain Hazardous Substances in Electrical and Electronic Equipment Regulations 2006 and
2002/95/EC).
2e2 has also applied all of these services within List X sites in the UK. Our staff are trained to work in
this demanding environment and have relevant Security Clearance (SC, DV) allowing access to the most
sensitive of areas. Clearly as these sites are List X, 2e2 cannot name specific projects or installations
within this document, but site references / visits can be organised if required.
1.2 Information Assurance
2e2’s sites, processes and security processes and procedures have been assessed and 2e2 holds the
following BSI / ISO certifications.
ISO 9001:2000 – Quality Management System;
ISO/IEC 20000 –1:2005 – IT Service Management System;
ISO/IEC 27001:2005 – Information Security Management System; and
ISO14001 – Environment Management System.
In line with PSN standards, 2e2 will provide Managed Equipment Room services at a minimum level
of IL2-2-4, however we can provision deliver the services up to IL4-4-4 based on customer requirements.
Upon request 2e2 can provide visibility and evidence of certification and adherence to best practices
in all components requested including strict observance of design to meet or exceed latest and best
environmental practices, such as the EU Code of Conduct for Data Centres.
2. SPECIFICATION
An overview of 2e2’s services relating to Lot 4 extends to and includes all or part of the following:
Design & build
Project management
Air conditioning/cooling
3

Electrical services
Equipment racks
Data-voice cabling
Remote monitoring
Remote access
On-going maintenance, alteration, upgrade service
Staffing.
2.1 Detailed Product / Service Description
2.1.1 Design and Build
2e2 provides a complete design and build service from initial concept to commissioning.
This includes but is not limited to, complete build, flooring (both standard and anti-static tiling), on
concrete or raised flooring. Where appropriate, ceiling voids to allow for enhanced cooling/monitoring.
This service includes 3D CAD design and CFD airflow modelling which ensures that if a new
equipment room is required or an existing room needs upgrading, then a relevant design and
programme of works is presented, explained and would also be adjusted to suit any specific customer
requirements.
Through this approach and attention to detail and through the use of best equipment and practices,
2e2 ensures that the on-going day-to-day running and maintenance of the room and equipment will
prove reliable and cost effective.
2e2 is vendor / contractor agnostic to offer customers maximum flexibility and best value for money
on each specific project and whilst most of these services are delivered by in-house resources, projects
can dictate that 2e2 can / would employ suitable contractors with the relevant skills and products to
meet any specific design and build criteria.
The use of 3D CAD design provides a model of any proposed equipment room at the outset of any
project, allowing the customer to see and approve the design layout at the project outset.
The CFD (Computational Fluid Dynamics) enhances the 3D CAD design model, ensuring optimum
equipment layout, and ensuring the negating of hot-spots. This can also be used to project the impact on
air-flow / air conditioning if there are any additional equipment / racks to be incorporated into an
equipment room at a later date.
As existing customers’ businesses functions evolve, the equipment room requirements may change.
2e2 provides on-going evaluation of equipment room functions which we incorporate into our initial
design by employing the relevant tools to provide resilience and robustness of the design element.
All elements of this section, whether the customer requires a complete or only partial design and
build, incorporate best practice and will meet or exceed relevant standards that would apply to any
project commissioned by the customer.
Where required by the customer, 2e2 can work alongside other service providers whom they may
deem to be an integral part of their overall requirement, e.g. if a customer requests a certain rack
manufacturer on a certain project, 2e2 will work alongside this vendor to incorporate their equipment
into a bespoke design.
4

2.1.2 Project Management
2e2 provides a complete project management service from initial concept to commissioning and
handover and has in-house project managers who are able to provide the services relevant to the
project in hand, whether this is new build or alteration, or an upgrade of existing equipment room
services. 2e2 provides a dedicated project manager for all works, to ensure seamless project completion
and continuity of service.
2e2’s project managers are highly skilled and trained to work in live environments, which is a regular
occurrence as upgrades to some equipment rooms have to take place alongside current business
requirements.
Our project managers are fully conversant and comply with CDM regulations, also planning and
building regulation constraints and requirements. They are also used to working with customer
recommended third party vendors, and are trained to ensure both 2e2 and third party vendor works /
equipment is fully tested and commissioned before recommending customer sign off and acceptance.
2.1.3 Air Conditioning / Cooling
2e2 provides a complete air conditioning / cooling system design and installation service, from initial
concept to commissioning. As part of our service, 2e2 can design and install the relevant air conditioning
systems for equipment rooms, ensuring the correct solution is provided by using traditional methods of
calculation, taking into account the power density of the IT equipment being deployed or already in-situ.
Alternatively, using CFD, we can calculate, design and specify the correct system for the equipment
room.
2e2 designers are fully aware that the air conditioning / cooling services in an equipment room
environment under normal circumstances have the largest power consumption of any of the mechanical
and electrical services and any 2e2 design / installation takes this into account and is designed so as to
ensure lowest cost from both a financial and environmental point of view.
2e2’s design incorporates the relevant system for the designated equipment room and provides
flexibility and scalability for future requirements. This design utilises all types of relevant systems,
including chilled water, fresh air, room-based or zoned and includes on-going monitoring and
management systems.
2e2 project managers and installation engineers are fully trained in and conversant with current
building and health and safety regulations and these regulations are applied in all aspects from design to
commissioning and completion.
2e2 also provides a comprehensive on-going live temperature / environmental monitoring, using
both local and remote software and components. This element can be utilised by the customer within
our overall managed service package.
2.1.4 Electrical Services
2e2 provides a complete electrical service from initial design and specification to testing and
commissioning. 2e2 has in-house designers and electricians and provides electrical monitoring services
covering all aspects of equipment room electrical requirements.
2e2 designs and supplies all aspects of power requirements within the equipment room
environment, including the provision of suitable electrical feeds into the equipment room, terminated
5

oth as single and 3 phase as required. These can be installed as direct feeds into UPS units, or into submains
distribution boards then into local UPS units serving specific IT equipment. The UPS design
incorporates both local and remote monitoring, and can be used in the event of a power failure, to shut
down any active equipment in an orderly and safe manner.
Where required, a UPS specification and supply can be provided as part of the design phase, or
alternatively designed and installed into existing equipment rooms.
The comprehensive UPS design includes ensuring that the location can provide the power
requirements of the UPS, and that the room / structure can support the physical weight of the unit.
Where appropriate the equipment room UPS, active IT equipment and some or all of the M&E
services (mechanical and electrical) can be backed up by a gas or diesel generator which can run the
room indefinitely as defined initially by the customer. Where diesel generators are the only feasible
option, 2e2 will ensure the unit is re-fuelled in the event of a prolonged power failure.
All UPS design, generator works and fire system design /installations meet or exceed current
standards and take into account local building regulations where applicable. The physical mains
distribution within the room is be tailored to suit the current and potential future requirements in
respect of racks.
Additionally, 2e2 designs and installs all lighting and general power, as well as local earth bonding to
racks, IT and M&E active and passive equipment.
All 2e2 designed and installed electrical works will meet or exceed the current IEEE requirements.
2e2 can include fire suppression / alarm systems as part of our electrical design, or alternatively
undertake these works as a separate project where required. Whilst existing buildings tend to have a fire
alarm system of one type or another in place, where appropriate or requested too, 2e2 can design a
bespoke solution for any equipment room, or adjust the existing system to cater for the specific
equipment room needs.
All fire systems will be installed and tested and will meet or exceed relevant national and in some
environments further local requirements.
All disciplines listed above can be locally or remotely monitored, providing the customer with
relevant safety information and projected and actual power draw. This information can then be used to
create a more efficient and environmentally friendly equipment room.
2.1.5 Equipment Racks
2e2 provides a complete rack specification service, from initial design and specification to supply
and installation, testing and commissioning. 2e2 can supply and install all types of equipment racks
including, but not limited to:
Free standing server or equipment racks from 600mm -800mmWide to 600mm-1200mm
deep12U to 49U in height
Wall mounted cabinets, again sized appropriately for both height and depth, including attention
to conditions within the room to support both free standing and wall mounted units.
The equipment racks can serve requirements bespoke to the customer and can include but are not
limited to:
Local UPS
6

Local cooling
Cable management
Fan cooling
Static and telescopic shelves
Castors (both light and heavy duty)
Stabilising plinths
earth bonding monitored and standard PDUs
Local KVM and VDU screens installation and configuration as appropriate.
As part of this service, 2e2 control the logistics of the supply and delivery of the components, e.g.
where the equipment room may not be on the ground floor or access may be limited. Provision of
engineers with the relevant transport equipment to ensure delivery into the desired location with no
disruption to normal office-building practices.
These cabinets can be fitted collectively or individually with power, environmental, KVM switching
and access services which can be locally or remotely monitored as part of 2e2’s management package.
2.1.6 Data-Voice Cabling Infrastructure
2e2 provides a complete cabling specification service, from initial design and specification, to supply
and installation, testing and commissioning.
2e2 can supply and install all types of cabling infrastructure including, but not limited to:
Copper systems, Category 5e, Category 6, Category 7-A and voice grade 1308 where applicable
Fibre Optic Cabling, Multimode OM1, OM2 and OM3 grade. Single-mode and Blown Fibre where
appropriate
• Armoured and loose tube.
All Types of Standard Fibre Termination methods (ST,SC, LC,FC,)
Fusion splicing and direct termination where required.
2e2 is fully conversant with the design and installation of all of these systems, including the
specification and installation of the relevant containment including trunking (both metal and plastic),
cable basket, cable-tray (both overhead and under-floor), data-material direct fixing and suspension
systems, blown fibre tubing, direct burial and laser and wireless links.
All cabling systems are labelled either to an agreed standard, or to a bespoke design to suit
customer requirements.
2e2 can install, terminate and test all of the above and provide both 2e2 and manufacturers’
warranties on all installed systems. 2e2’s managed service includes guaranteed response times and
multi-year manufacturers’ component warranty.
All 2e2 engineers are trained to install these systems to meet or exceed current standards, and are
fully conversant and adhere to all building and local regulations where applicable.
2.1.7 Local and Remote Monitoring
2e2 provides a complete and bespoke remote monitoring service, within which we incorporate
some or all of the components elements from our initial design and specification, or we can tailor this
service to monitor existing equipment rooms and components where required.
7

2e2 can undertake all types of equipment room remote monitoring including, but not limited to:
Air conditioning / environmental control
Power monitoring, including utilisation efficiency and outage alarm
Remote equipment isolation services
Alarm activation monitoring
Security and access control from room to individual cabinet access
Building management systems (CCTV, fire alarm, motion detection, life safety systems)
Emergency lighting.
By utilising a Local Intelligent Management Server (‘LIMS’) that will be installed within the
customer’s physical and logical target network and with a connection to the customer’s Building
Management System (‘BMS’), 2e2 is able to remotely monitor a computing and network room. Alerts
from either the systems or environmental sensors can be monitored from 2e2’s Network Operations
Centre (NOC) and those requiring intervention will be assigned to a support technician; a field engineer
or third party contractor. Access to the computer or network room can be managed through strict
adherence to an agreed change management procedure and the NOC can use their level of access to the
BMS to provide temporary or defined-period authorisation to a customer employee who follows an
agreed identification procedure and possesses the associated access device (card/token) or code. At the
end of a reporting period, 2e2 can produce a report for the environmental status and physical access to
the room(s) under management.
2.1.8 Access Control
2e2 provides a complete local and remote secure access service.
This ranges from the design and installation of bespoke new services, including room access, IP
camera monitoring within the rooms, local and remote controlled access down to individual rack cabinet
access level.
This service can also include the monitoring and control of existing access systems if customer
requirements dictate that we inherit an existing system as part of an overall service described in the
other sections of this document.
2.1.9 On-going Maintenance, Alteration, Upgrade Service
2e2 provides a complete maintenance, alteration and upgrade service, which coupled with our
monitoring service, provides a comprehensive preventive maintenance service, tailored to suit customer
requirements and to provide maximum value for money.
2e2 provides a planned maintenance schedule, (including site visits) to ensure the on-going smooth
operation of the active/passive IT equipment and the M&E (mechanical and electrical) services.
This maintenance service works hand in hand with 2e2’s remote monitoring service , which if the
remote monitoring identifies a fault, or highlights an alarm which could result in a fault condition, the
maintenance section of 2e2 is immediately notified and fix or preventative measures are undertaken.
If, as part of this service, inefficient, redundant or potentially failing equipment is identified,
(whether IT or M&E), 2e2 provides an alteration/upgrade service with full solution outline including
costs, timescales and any business impact concerns.
8

2.1.10 Staffing
In parallel with our technology solutions heritage we offer flexible resourcing and managed
resourcing services. Our flexible resourcing service enables organizations to bolster their project and
engineering teams to help resource important projects and programmes of work or to provide back-fill
for those engaged in them. We are able to fill skills and resource gaps often at short notice either by
fulfilling the requirement from our nationwide teams or by identifying and evaluating external
candidates and managing the selection process on behalf of the customer. Our managed resourcing
services enable organisations to benefit from out-tasking on-going programme / project management,
support and operational management tasks and functions and by transferring SLA accountability to 2e2.
This service ensures a smooth on-going daily utilisation of the equipment room environment and
reduces any unforeseen problems arising.
This is a standard 2e2 service which is tried and tested and applied as a core 2e2 business model.
3. ENVIRONMENTAL CONSIDERATIONS
In all matters of equipment room design, installation, monitoring, 2e2 provides best environmental
practices, paying particular attention to the standards in the EU Code of Conduct on Data Centre
Efficiency, and PUE (power usage effectiveness) coupled with regular monitoring and preventative
maintenance by its very nature leads to the most efficient use of existing equipment and applies to any
and all components.
In addition to ISO9001 (Quality Management), ISO20000 (IT Service Management) and ISO27001
(Information Security Management), all of 2e2’s operations (including our data centres) are certified to
the ISO14001 standard for Environmental Management.
Our customers can be assured that this solution is delivered in accordance with best practice and
our environmental management policy.
2e2’s Environmental Management Policy has been formulated to prioritise actions relevant to
dealing with products and services linked to our core business areas. It is directly linked to the
environmental management policy set by senior management. The executive sponsor (Commercial
Director) is directly responsible for ensuring that the plan includes regular documented updates so that
crucial operational practices and responsibilities are formally reviewed, revised, and appropriately
redeployed in the most effective and appropriate manner.
2e2’s aim is to maintain a best practice Energy Management System to monitor, measure, report
and reduce energy use across all 2e2 sites. 2e2 uses e-Sight energy management system to track
electricity consumption every half hour, providing trends and enabling more accurate forecasts in
energy usage. The system is used to establish the energy saving benefits of Environment Management
Programmes/Initiatives.
This enables 2e2 to meet the requirements imposed by UK Government’s Carbon Reduction
Commitment (CRC) Energy Efficiency Scheme, including maintaining comprehensive evidence packs of
2e2’s energy use and implementing incentivised Early Action Measures.
By developing and implementing a “Carbon Reduction Strategy” 2e2 is making use of the latest and
emerging technologies to deliver step change improvements to energy and greenhouse gas emission
performance.
9

Azzurri Communications Ltd
Azzurri supply, install, maintain and support Managed Equipment Rooms (MER) and provide services
that assist organisations to meet government objectives and drive increased efficiency, reliability,
information security, agility, sustainability and deliver better service to citizens.
Azzurri provide advice on technical architecture and system design and is a specialist in managing
technology consolidation and integrating multiple services and suppliers into a single, holistic solution.
Azzurri has a relationship with Scottish and Southern Energy (SSE) and Phoenix IT Services to provide
Managed Equipment Rooms Services in dedicated offsite locations and bespoke on-site facilities.
Azzurri is a managed service provider, blending engineering services from SSE and Phoenix IT
Services with monitoring and management to provide operating environments for hardware equipment
that is robust, resilient, secure and energy efficient with multiple options for communications
connectivity.
Our experienced engineering teams will assist with planning and specification, we have PRINCE2 and
ITIL accredited project and support teams who engage in the implementation, transition and support of
our Managed Equipment Room services.
Azzurri has a Network Operations Centre (NOC) that provides second and third line support for
incidents reported through our contact centres. The NOC operates 24x7x365. The NOC utilises a
monitoring package to capture events from the Customers’ deployed Services and to respond to alerts.
Following the appearance of an alarm on the monitoring platform, the alerts are logged in our Service
Management System and contact is made with the Customer where additional information is gathered
and an action plan is agreed and put in place.
Azzurri will provide the following with respect to Lot 4 Managed Equipment Room Services:
1. Managed Equipment Rooms (MER) in dedicated facilities (Co-Location and Datacentre).
2. Contract services for construction of onsite Managed Equipment Rooms.
3. Monitoring and Management Services for Managed Equipment Room.
4. Managed Equipment Room Security.
1. Managed Equipment Rooms in Dedicated Facilities
Azzurri, in conjunction with SSE, will provide a range of datacentre and co-location facilities across a
number of UK based locations. These locations vary in design and technical specification, from Tier 1
facilities offering basic, unmanned service that house equipment with monitored power, up to Tier 3
locations with N+2 resiliency in power and air conditioning. Within each location engineering support is
available for cabling and equipment racks.
Azzurri will provide independent equipment rooms (pods) for the exclusive use of Customers within
specific SSE locations. These pods are physically separate datacentre suites with access limited to
authorised personnel from Azzurri and the Customer.
Azzurri and SSE will adhere to PRINCE2 project management methodology in provision of services.
10

▪
Maintenance and Operation
i. Azzurri will provide maintenance and operation services as follows:
▪
▪
▪
▪
▪
▪
▪
▪
Azzurri will respond to any status alerts raised by the Building Management System
(BMS) covering each facility and all supporting infrastructure. Our engineers are fully
qualified electrical and mechanical engineers, who in most instances will resolve
issues with all central critical infrastructure utilising spares located on-site as
required.
Infrastructure systems are supported by manufacturer maintenance contracts.
Engineers will respond to Customer incidents and deliver ‘remote hands’ services
as required.
Azzurri will provide a Planned Preventative Maintenance (PPM) programme.
Azzurri will ensure the PPM schedule mitigates risk wherever possible.
Azzurri operate a 24/7/365 NOC specifically for the monitoring of Services and
applications based at Customer sites.
Security is provided on a 24/7/365 basis. At our Fareham (Hampshire) facility,
outside of normal hours security patrols take place every two hours, during which
the patrolling guard will be in constant radio contact with the on-site Operations
Bridge.
Ongoing installs, moves and changes within the Customer’s environment will be
managed by a dedicated on-site project manager, supported by the engineering
team and under the control of the Datacentre Manager.
Azzurri will provide on-site structured cabling engineers and electrical contractors.
▪
Technical Architecture
i. Azzurri will provide technical architecture services as follows:
▪
▪
▪
Azzurri will assign a lead Mechanical and Electrical (M&E) design engineer to each
project. This design engineer will be responsible for understanding all requirements
for the physical, environmental (power, cooling, heating and lighting), and safety
elements of each project and producing a technical design that will meet those
requirements.
The design engineer will be responsible for identifying all costs for the project and
where required (because of scale) Azzurri will appoint a dedicated team that could
comprise multiple design engineers, quantity surveyors, procurement function and
computer aided design team.
Azzurri will assign a project manager to manage the delivery of any new
requirements or space. Supporting the project manager will be the datacentre
manager and the on-site design engineers.
▪
System Design
11

i. Azzurri will provide system design services as follows:
▪
Azzurri will provide system designs that will be based on a collaborative process
between the Customer, Azzurri, and where applicable the technology provider.
Azzurri will produce a room design that:
o Provides a safe environment to work in.
o Operates within the required environmental conditions (19-25 degrees Celsius
and 30-70% Relative Humidity).
o Has sufficient power to run the equipment.
o Has air conditioning systems to provide sufficient cooling and redundancy to
maintain the temperature and humidity stated above.
o Has uninterruptible power supply systems to ensure resilience of power.
o Has generator systems with back-up fuel where required.
o Has a VESDA (Very Early Smoke Detection Apparatus).
o Gaseous fire suppression system in all PODs and essential areas.
o Analogue addressable fire detection system in all areas.
o Carrier & Connectivity neutral with diverse entry points to separate “meet me”
rooms.
o 100kW PV installation with green energy.
o Cold aisle containment as standard.
o Modular fit out.
o Low drag pipe work.
o Harmonic balancing of plant.
o Packing material disposal and recycling facilities.
o Has a planned maintenance program.
o Has operations program and manuals.
o Has a training program.
▪
Provision of Power Supplies
i. Azzurri will provide power supplies as follows:
▪
Azzurri will fit rooms with a power distribution infrastructure providing both an A
and B metered supply metered in minimum N+1 configuration.
o Power delivery will be presented via overhead infrastructure, whereupon
sockets for each Customer rack are fused and monitored for power
consumption and offer both single and three phase supplies.
12

o The Customer’s electrical power requirement can be up to 7kW per rack in
normal operation. With an average power rating of 3kW per rack. This may be
increased by agreement.
o The power supply can be backed up by generators in an N+1 configuration
providing a minimum of 72 hours of AC power, before requiring replenishment
of their diesel fuel. Generators shall be supported by two re-fuelling contracts
each with an eight hour response to site.
▪
Power Monitoring Equipment
i. Azzurri will provide power monitoring equipment as follows:
▪
▪
Azzurri will provide Class 1 metering via the intelligent dual Mardix PDUs that feed
the A and B feeds to each rack.
The total kilowatt hours consumed at each rack are monitored and reported back
to the Customer in a monthly report. This assists the Customer in its own capacity
planning.
▪
Structured Cabling
i. Azzurri will provide structured cabling services as follows:
▪
▪
Azzurri will give Customers the option to utilise their own preferred structured
cabling providers. In this case, Azzurri will insist on a full quality assessment of that
design and implementation, to ensure minimum standards are met.
For Azzurri provided connectivity, services (fibre or copper) will be delivered to
dual optical distribution frames (ODF) at opposite ends of each pod.
▪
Access Control
i. Azzurri will provide access control services as follows:
▪
Azzurri will manage:
o All site access requests following a strict Permission to Work (PTW) process,
which extends to the delivery of equipment. Azzurri will require notification of
name, company, vehicle details and purpose of visit for all site visits. All visitors
must bring official photo ID and only requests from Customer authorised
personnel are accepted. Anyone who arrives unannounced will be refused
entry.
o Access to the pod is controlled by a proximity access control system. The issue
of smart security cards shall be the responsibility of the Azzurri. The security
system will provide real-time logging and alerts.
o A minimum of two CCTV cameras will be deployed per pod for the purposes of
operational management. Recorded media e.g. VT records will be kept for 60
13

days prior to wiping and re-use. Azzurri will provide facilities for replays of
access events reasonably required by the Customer.
▪
▪
Air conditioning
Azzurri will specify the air conditioning solution based upon the requirements given by the
Customer. Factors affecting the choice of solution include power density, resilience, cost,
outside environment, availability of water supply, potential for free cooling, criticality of the
service being delivered from that environment, and any planning restrictions on external
plant. The solution will include chillers, pump sets, pipe routes, Computer Room Air
Conditioning (CRAC) sizes and CRAC redundancy.
▪
▪
Staffing
Azzurri will ensure that appropriately qualified engineering staff are available to perform
emergency and planned maintenance works at all managed equipment rooms.
2. Services for construction of onsite Managed Equipment Rooms
Azzurri will, in conjunction with SSE engineering services, commission equipment rooms in any
location to a bespoke design that conforms to regular standards for power, air conditioning and
connectivity. This supports the provision of managed equipment rooms at Customer facilities that have
equivalent features to dedicated facilities described above.
▪
Program Management
i. Azzurri’s approach aligns to the PRINCE2 methodology and a 5 stage lifecycle
including;
▪
▪
▪
▪
▪
start up,
requirement definition,
design and procure,
build,
successful completion and final handover.
▪
Design
i. Azzurri will provide design services as follows:
▪
Azzurri’s design management shall start from initial enquiry and data input through
design planning. A design plan will be created to summarise the main details of the
project and to manage the design process through to completion; critical activities
being: Safety, health and environment to CDM (Construction (Design &
Management) regulations 2007).
14

▪
▪
o Design input – agreed specifications, technical and codes of practice and
Customer requirements.
o Design risk assessments – detailing any safety implications, risk and mitigation.
o Design output – issued to the Customer and to include specifications, layout
drawings, schematic diagrams, photographs, materials schedules, method
statements, calculations, design risk assessment, conformance certificates.
o Design reviews – a critical activity and to be scheduled in agreement with the
Customer.
o Design verification – a milestone activity that confirms the design output meets
the input requirement.
o Design validation – to be carried out prior to handover to the Customer.
o Design change- critical in such a project given the site constraints and the likely
concurrent activities, all changes are recorded in the design change log.
The project manager will be involved at the tender stage and form the design team
comprising mechanical design manager, electrical and high voltage design
managers, building\civils contractor and design authority\assurance manager to
explore where value engineering could be applied with the Customer’s agreement.
Compliance with the design requirements of the Quality Management Systems
standard ISO 9001:2008 and the Environmental Management System standard ISO
14001:2004 will be ensured.
▪
Project Management
i. Azzurri will project management services as follows:
▪
▪
▪
The Azzurri project manager will develop a project plan using a work breakdown
structure approach and critical path planning. The plan will be base-lined at project
kick-off with the team, work packages issued, accountability defined, and reporting
and communication plans issued.
The Azzurri project manager will issue the Project Initiation Document, including
the communication plan, risk and issue registers, and change control process. Here
would be highlighted any constraints and more importantly, inter-dependencies
between work streams; e.g. construction and white space fit out.
Azzurri acknowledges that the white space fit out, commissioning and subsequent
testing along with hand-over are a considerable part of the project objective and are
critical path activities. Azzurri will ensure that the project programme adequately
details construction / fit out milestones that need to be achieved before the next
phase of work commences. Clear milestones, and a quality certification process, will
result in clean handover from one phase to another.
▪
Safety Management
15

i. Azzurri will ensure safety is managed as follows:
▪
▪
▪
▪
▪
Azzurri will ensure that a construction phase Safety Health and Environment (SHE)
Plan is created, prior to work commencing, this shall include, where necessary, risk
assessments, method statements, and COSHH information.
The SHE Plan shall be reviewed as the project progresses to highlight the particular
hazards about to be confronted and where necessary additional risk assessments,
asbestos register, and method statements shall be completed. Each time the SHE
documentation is revised all staff shall be briefed on the changes. Attendance of
these briefings shall be recorded in the Project Site Diary.
Where appropriate, Azzurri will provide welfare facilities detailed under the CDM
regulations, and implement a site management regime ensuring that all facilities
provided are suitable for the type of work and number of operatives engaged as set
out under CDM
The project manager and HSEQ (health, safety, environment and quality) site
manager shall ensure that the site is set up and all personnel attending and working
on site must have a full site induction, this will ensure that they are aware of all
health and safety requirements on site, activities on site, hazards, risks, and
prohibited areas.
Risk Assessment and Method Statements will be required to be submitted in
advance for all on site activities, these will be reviewed and approved by nominated,
authorised personnel.
Site safety audits should be carried out on projects at frequencies as detailed:
o Site Manager – Weekly
o Design Manager – Monthly
o Project Manager – Bi-monthly
▪
Testing
▪
Azzurri recognise that to achieve success and meet the Customer’s requirements,
the testing approach needs focus at the design validation stage. Azzurri’s approach
is to understand the objective against requirements, and to define an appropriate
testing regime.
3. Monitoring and Management for Managed Equipment Rooms
Azzurri, and Phoenix IT Services, will provide monitoring and management services for managed
equipment rooms.
▪
The monitoring service will use SNMP to monitor device Management Information Bases
(MIBs). Azzurri will configure the system to monitor key management data, and to trigger alarms
and alerts.
16

▪
Where the equipment rooms have SNMP-capable systems, Azzurri will provide 24x7x365
monitoring to improve service performance and ultimately availability.
▪
Service Capabilities
Azzurri will provide the service 24hrs a day, 365 days a year. Services will be proactive or
reactive depending on Customer requirement.
The NOC will undertake incident diagnosis, problem management, and incident resolution
remotely wherever possible. Should an on-site resource be required, this will be provided via
Phoenix IT Services.
The Service shall include:
▪
▪
▪
▪
Service desk - 08XX local rate number/email access for reactive services, SNMP
alarms and active monitoring for proactive services.
Remote support - access to 24x7x365 technical support team or escalation to
component suppliers or Customer facilities.
Remote monitoring - 24x7x365 remote monitoring of SNMP traps.
Remote management – 24x7x365 remote access to and management of SNMP
MIBs.
▪
Security and Integrity
i. Azzurri will ensure security and integrity is managed as follows:
▪
▪
▪
▪
Systems are physically and logically separated to ensure that discrete Customer
infrastructure and associated data is protected from unauthorised access. This
includes perimeter security appliances on each dedicated link, source port routing
and definition of system and user access rights.
These systems will include proactive infrastructure and security management using
a combination of policy-based routing, Layer 7 content switches, physical
separation, address translation, firewalling, password protection, and intrusion
detection and protection systems. The technology solution will be backed by threat
management systems and appropriate policy and procedures to secure the
infrastructure.
Azzurri will also supply a detailed list of all IP addresses required for management
systems and UDP/TCP ports and management protocols that will require access to
Customer systems. This will ensure that only approved management traffic is
enabled to traverse the infrastructure.
Azzurri will provide remote access to Customer equipment room sites for remote
monitoring and management of these facilities.
▪
Physical Security
17

▪ Equipment rooms provided by Azzurri will be compliant with both ISO/IEC 20000
and ISO/IEC 27001:2005 Information Security Management requirements. All
Azzurri and associated subcontractor personnel will be issued clear guidelines
concerning their obligation with regard security issues and confidentiality of data
and the data protection legislation.
▪
Secure Portal
▪
Azzurri will provide nominated Customer users access to a secure management
portal. This portal will utilise unique user sign-on to establish an SSL encrypted
connection to the session. The portal will have a defined number of users, each of
which will have to be specific users, as opposed to group email account. Users will
use the portal to access:
o Alliance v10 - Read only or read/write access to the Call Management
application to view, open, track and update the status of an incident.
o Matrix view – Service desk view of infrastructure status.
o Topology view – Graphical view of topology and device status and associated
information.
o Performance reports – Historical performance reports for key systems and
devices.
o Availability reports – Availability statistics of each monitored object.
o Change control – Access to log, track, update open change requests.
o Contract Schedule – Service contract and inventory list.
o Infocentre – On-line storage of related service information. i.e. maps and
escalation information.
▪
Remote and Intelligent hands
i. Azzurri will provide remote and intelligent hands services as follows:
▪
Azzurri will offer a range of services for Customer staffing with respect to remote
hands, ranging from basic troubleshooting and analysis at Level 1 to more
comprehensive on-site engineering support including detailed problem analysis and
response.
Extended Management Option
o Azzurri will offer support, up to and including operating system and virtual
operating environment. Azzurri will offer SLAs around continuous operation
of applications and repair/replacement of faulty equipment.
4. Managed Equipment Room Security
▪ Equipment Room Access Policy
18

▪
▪
Azzurri will provide an administration team that works alongside the monitoring system
teams that will manage access control processes for Customers.
Azzurri will process requests for access to either Azzurri managed Equipment Rooms or 3 rd
party owned rooms in which Azzurri hosts Customer systems to which Customers require
access.
▪
▪
▪
▪
▪
Approved access list
Azzurri will use a Customer supplied access list detailing the names and levels of authority
of people from various activities relating to the equipment room services. Customer
employees on the list will each be given a security level 1 – 5, which will provide the
individual with different levels of entitlement.
This list will be reviewed and updated on a regular basis (as required by the Customer).
All Customers or Customer contractors will be required to bring proof of identity to site in
the form of a valid government photographic I.D. e.g. driving license or passport.
The service desk will need to be informed immediately should someone on the list leave.
Any visitors who arrive on site and have not been pre-authorised by someone listed on the
Approved Access List will be denied access until Azzurri can verify that access should be
granted.
19

British Telecommunications plc
The Contractor has presented the Service Description under the following headings:
Functional Description
Describes the Contractor’s functional capabilities
Commercial Description
Describes the range of commercial options under which the Contractor’s capabilities are
offered
Service Management Description
Describes the Contractor’s service management capabilities
Security Description
Describes the Contractors security capabilities
Partners and Suppliers
Describes the ranges of partners and suppliers that the Contractor works with
INTRODUCTION
The Contractor works with our sub-contractor, NG Bailey who provide Building Services,
Maintenance, IT Solutions and associated Managed Services, to a broad range of organisations
throughout the UK. We together offer nationwide coverage through a network of regional offices.
Our maintenance and management services include a range of Planned Preventative and Corrective
building maintenance services. These are tailored to the specific requirements of clients. Services are
aligned with ICT technology, augmenting the core Mechanical, Electrical and Engineering skills which will
be deployed within the scope of Managed Equipment Room Service requirements.
Our services recognise the working practices and culture employed within a business so as to effect
integrated maintenance provision without disrupting the clients’ core business. Dependent upon the
specific service requirements, the maintenance activities will be carried out by mobile or resident
engineers in accordance with the scope of each specific client requirement for the Managed Equipment
Room service.
Required Services
Professional Services : Equipment Supply
Professional Services : Installation
Capability
Yes
Yes
20

Professional Services : Maintenance
Professional Services : Technical architecture
and system design
Professional Services : Project management
Professional Services : Equipment support
commodity
Professional Services: Equipment support
managed service.
FM Services : Management of equipment rooms
and equipment cabinets
FM Services : Provision of power supplies
FM Services : Power monitoring equipment
FM Services : Cabling
FM Services : Equipment room infrastructure
FM Services : Environmental and access control
FM Services : Air conditioning
FM Services : Staffing
FM Services : Managed equipment rooms as a
service
FM Services : Provision of all elements of a
complete solution
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
FUNCTIONAL DESCRIPTION
Managed Equipment Room Service Overview
The Contractor provides a comprehensive range of integrated building services, which are pertinent
to the Management of Equipment Rooms (including large scale Data Centres). The systems and related
services available include, but are not limited to the supply, installation, testing and commissioning,
21

maintenance, technical architecture and system design, project management, and support as
equipment, commodity and managed service:
22
Building fabric – construction work including new build, building alterations and the provisions
of cages.
Heating and ventilation systems, including:
o Ventilation (natural and forced)
o Extract systems
o Air conditioning
o Refrigeration and cooling
o Heating
o Heat recovery and energy management
o Steam and condensate services
Fire and intruder alarms
Access control and CCTV systems
Building Energy Management Systems (including BREEAM assessments and consultancy)
Refrigeration
Lighting
Small works
Lifts
Handyman/caretaker duties
Structured Cabling
Network Infrastructure Solutions and Management
Unified Collaboration
IT Security
Domestic and Business hot and cold water services
Water treatment systems
Compressed air, vacuum and gas systems
Electrical services, including:

o MV (11 kV) distribution systems
o LV installations (BS 7671)
o Emergency lighting schemes
o Protection and discrimination schemes
o Alternative power supplies (UPSs, generators and mains parallel systems, etc)
o Fire engineering
o Earthing systems (sub-stations, lightning protection etc)
Managed Equipment Room services include:
Room layout design and configuration to pre-agreed standards
Provision and installation of Equipment cabinets and Racks (including associated copper and
fibre structured cabling as part of an overall solution under Lot 10), main power supplies
(including UPS) air-conditioning, chillers and associated environmental monitoring equipment
Centralised Helpdesk Support during the applicable service hours, with additional 7 x 24hr
facility to place calls outside of contracted maintenance periods.
Standard On-site Maintenance to agreed Service Level Agreements (SLA)
Equipment Room audits
Optional services include:
Project managed installs for Equipment Room upgrades
Complete Fit-outs for new Equipment Rooms
Takeover and maintenance of existing equipment
Environmental Consultancy and audits
Energy monitoring and management
Equipment Room / Data Centre Fit-Out (New facilities or upgrades)
Within the scope Equipment Rooms and Data Centres we are able to provide:
23
Design, supply, install, project management and maintenance of the Mechanical and Electrical
elements of the Data Centre, comprising:
Power supply and backup
Primary distribution

Standby generation
UPS
Grounding
Containment systems
Cooling and environmental control
HVAC
Plumbing systems
Leak detection
Building Management
Fire and smoke systems
Physical security
Intelligent Building Management
All building systems integrated to common user interface, for ease of control and monitoring
Planned, Preventative Maintenance
On site staff as required
Additionally, as part of combined (Lot 10 procurement) the Contractor can augment the above to
include:
Design, supply, install, project management and post installation support of Structured Cabling
installation, comprising:
Horizontal and Backbone cable
Copper & Fibre cable
Data Cabinets and racks
Cabling Containment
Under floor and overhead
Cable Management
24

Connectivity to outside networks
The Contractor has a demonstrable, on-going, commitment to sustainability both in our own
workplace and in the buildings we fit out and maintain for clients. Our targets and achievements against
targets are published openly annually.
Management of Equipment Rooms
In addition to the base Implementation and Maintenance services, associated with Equipment
Rooms and Data Centres, the Contractor offers facilities and configuration management services. The
specific services to be provided will be agreed with the Customer on a case by case basis, and may
include:
Maintaining one or more equipment rooms on customer designated sites to ensure adherence
to Health and Safety standards and other documented local standards
Configuration management service (including Intelligent Infrastructure Management systems)
Maintaining documentation, for example:
Designs and equipment layout plans (including electronic update and storage)
Recording of equipment in Equipment Rooms and Equipment Cabinets/Racks
o
o
Equipment Room and Equipment Cabinet layouts, and cabinet/equipment owners;
Inventories of IT equipment installed in Equipment Rooms, with sufficient information
to identify equipment by Equipment Cabinet;
Updating and storage of Floor plans
Network circuit inventories;
Cabling patching records.
Planning and effecting change programmes
Space management ensure optimum positioning of IT equipment and environmental efficiency
Design reviews and Environmental audits of the Equipment Rooms
Capacity management
Co-ordinating the requirements of third parties using the Equipment Rooms for space, power, ,
light, heat and racking.
Dealing with free-standing cabinets out with managed equipment rooms.
25

All services delivered will be in accordance with agreed and established best practices. All contracts
will have a designated Service Delivery Manager operating in alignment with ITIL methodology. Project
Management services are aligned with PRINCE II and LEAN.
Power Supply and Power Monitoring
In order to manage the supply of power to Equipment Rooms the Contractor is able to supply the
following services:
Provision and install of required power supply and power monitoring equipment
Conducting regular environmental audits to maintain adequate and efficient use of power and
environmental equipment
Processing of requests for additional power supply and taking appropriate action to meet
demand
Managing requests to ensure that supply constraints are not exceeded
Managing works required to install and maintain power supplies
Environmental and Access Control
In order to manage the environment within equipment rooms and the access to them the
Contractor is able to provide the following services:
Management of requests to ensure that environmental capacity is not exceeded, taking into
account parameters such as temperature, ambient lighting and floor loading limitations
Provision and Management of works to install and maintain environmental and access control
equipment
Maintenance of the physical security of Equipment Rooms and Equipment Cabinets
Ensuring that access is controlled according to procedures agreed with the Customer
Identification and reporting of breaches and attempted breaches of access controls
Maintenance of an audit trail of access to equipment rooms and any works carried out
We offer a range of solutions that monitor and manage the above to varying levels, according to
specific client requirements. Such solutions include Physical Access Control systems managing access to
Equipment Rooms and specific cabinets/racks (centrally managed from our Network Operations Centre)
and CCTV monitoring.
Equipment Room Infrastructure
26

The Contractor is able to manage and maintain the infrastructure within the equipment room. This
includes the provision and installation of cabinets and racks, copper and fibre optic cabling and
associated labelling. Installation of equipment within cabinets and racks, undertaking patching and
maintaining patching schedules and records. Planning and execution of Adds, Moves and Changes to
equipment rooms
All services delivered will be in accordance with agreed and established best practices. All contracts
will have a designated Service Delivery Manager operating in alignment with ITIL methodology. Project
Management services are aligned with PRINCE II and LEAN.
Staffing
The Contractor is able, if required, to provide on-site staffing to undertake management of
equipment rooms
Sustainability services
Equipment rooms contribute significantly to the environmental footprint of ICT in HMG. The
majority of the environmental impact of equipment rooms comes from equipment and Heating,
Ventilation and Air Conditioning (HVAC).
The Contractor offers a range of Sustainability Services across the lifecycle, the scope of which are
agreed on a case-by-case basis to accommodate the specific requirements of the Customer under each
call-off.
Specification and Design
The Contractor's solution and product portfolio for Lot 4 is designed to reduce carbon emissions
where possible and adhere to a 'zero to landfill policy.' Products and services in the Contractor's supply
chain are strictly vetted to ensure compliance to Sustainability standards and codes of practice where
they apply (e.g. EPEAT, Energy Star, ISO27001). The Contractor will address the environmental footprint
requirements for HVAC for new equipment rooms and refurbishments through efficient design and
product selection and offers professional services to reduce the in-line footprint of existing equipment
rooms. This includes consideration of options such as cooling solutions refrigerant with low Global
Warming Potential and low Ozone Depletion potential, and free-cooling solutions.
Inventory Carbon Footprinting: the Contractor has developed methodologies and tools to estimate
the use-phase and embodied carbon emissions of equipment supplied under the contract. Reports can
be provided on a periodic basis (e.g. annually) giving insights into the carbon profile of the solution over
time and identifying carbon hot spots worthy of more attention. Similarly, where taking responsibility
for or replacing a legacy service the Contractor may be able to offer a carbon footprint analysis of the
old versus new services.
Installation.
On construction projects greater than £300k Site Waste Management Plans will be provided, as
appropriate.
27

The WRAP ‘Halving Waste To Landfill’, a construction/property related voluntary waste reduction
target set by Govt, is supported by the Contractor.
Project level environmental plans for implementation can also be developed to optimise
consolidated deliveries and staff travel to reduce CO2 emissions and waste.
Redundant Equipment Recycling Services: the Contractor is able to offer secure recycling of
redundant equipment, balancing the need to minimise environmental impact with the removal of data.
Where reuse is not an option due to data security issues, assets are recycled with typically 99%
reconstituted into raw materials and zero landfill achieved through incineration of the remaining
materials. The recycling service will comply with both the Environmental Protection Act and the Data
Protection Act, along with the WEEE Directive, ISO 9001, ISO 14001 and ISO 270001.
Operation.
Service Carbon Footprinting: the Contractor is able to offer full service carbon footprinting, and
estimate the carbon emissions associated with the use of shared network services and operational
activities including planning, building, maintaining/supporting and customer services in addition to those
associated with the equipment inventory.
Carbon Impact Assessments / Sustainability Impact Assessments: the Contractor’s Sustainability
Consultants are able to work with customers to assess their wider business operations and identify
opportunities to reduce their carbon emissions and/or improve their sustainability performance through
deployment of additional IT services.
COMMERCIAL DESCRIPTION
The Contractor will adopt a common approach to the Supply, Installation, Maintenance, Project
Management and Support for Equipment for all Service Lots across all PSN services, as described below:
The Contractor will offer a range of contracting options to supply Communication services including
the following as appropriate to the scope of delivery:
3rd Party Product Supply
3rd party HW and SW sourcing and delivery.
Takes advantage of the Contractors existing negotiated pricing.
Professional Services (Rate Card or Fixed Price)
Project Management (Prince 2) and Programme Management
Solution Planning and Design and Design Assurance (TOGAF)
Field Force Deployment/Customer Site Based Staff – Selection of; Basic Cleared (BC), Security
Cleared (SC) and Developed Vetting (DV) personnel.
28

Testing and Commissioning
Customisable design, delivery and maintenance of service for bespoke solutions.
Customer Support for Enterprise Bespoke Solutions (Input based pricings)
Maintenance (Break and Fix) – geared to Time to Repair - Basic Cleared (BC), Security Cleared
(SC) and Developed Vetting (DV)
Dedicated On-site Support – performing maintenance, moves and changes, patching and reconfiguration.
Service governance (ISO 20000 principles) – dedicated or shared resource model
Agency Management – providing a menu of Governance Functions (Cost Plus)
Bill Payment
Licence management
Full service/asset inventory management – including reconciliation management
Supplier optimisation services
Service Governance – ISO 20000 principles
Managed Enterprise Service (Output and performance based pricing)
End-to-end service management governed to ISO20000 principles – IL0 to IL6
Customised bespoke SLA derived architecture
Contractor owned Assets – typically dedicated to one customer
Core elements hosted in either the Contractors or the Clients Locations.
Hosted Services (Commoditised Pricing)
End-to-end service management governed to ISO20000 principles – IL0, IL2, IL3 and IL4
Common SLA derived architecture
Contractor owned Assets – shared by 2 or more customers
Core elements hosted in the Contractors Locations
The table below is a summary of the commercial options apply to Lot 4
29

Commercial
Option ►
Technical
component ▼
3 rd
Party
and
Product
Supply
Professi
onal
Services
Custo
mer
Support
for
Enterprise
Bespoke
Solutions
Agency
Management
Mana
ged
Enterprise
Service
Ho
sted
Service
Management and
Maintenance of
Equipment Rooms
Yes Yes Yes Yes Ye No
Management and
Maintenance of freestanding
equipment
cabinets
Yes Yes Yes Yes Yes No
Power supply and
monitoring
Yes Yes Yes Yes Yes No
Environmental
and Access Control
Yes Yes Yes Yes Yes No
Equipment Room
Infrastructure
Yes Yes Yes Yes Yes No
Staffing No Yes Yes No Yes No
SERVICE MANAGEMENT DESCRIPTION
MIGRATION SERVICES
30

We offer a range of migration services that supports a client moving from one service model to a
new service model. These include both Transition and Transformation Services.
Transition Services – The take-on and operation by the Contractor of an existing service model.
Typically either an in-house service model or one supplied by another operator. This would
include:
o
o
o
o
o
o
o
Elements of Agency Management
Transfer of in scope staff (TUPE)
Knowledge Transfer
Processes and procedures(Service, commercial, finance)
Technical and Infrastructure
In-Flight Projects and Service take-on
Elements of a Managed Enterprise Service Model
SERVICE MANAGEMENT CAPABILITY
An effective service management operation will provide the basis and the foundation that shall
ensure that users are supported during the transition process to a Contractor supplied service and that
they are migrated effectively into “business as usual” service operation. The Contractor provides a
range of Service Management options to address the needs of customers of varying scale and
complexity. The Contractor is aligned to ITIL v3 best practice.
Service Desk
The contractor’s service desk is able to process both incidents and operational change across the full
range of contracting options. The key attributes of this capability are as follows:
Service Desk access ranging from 8hr x 5days per week (i.e. 250 weekdays per year) to 24hr x
365 days (366 in a leap year), depending upon the requirements of the customer. Clients are
able to place service requests outside of their core contracted service periods.
Multi-channel interface for raising incidents and changes and receiving updates, including by
telephone, fax and online.
Escalation chains for customers to use if they are unhappy with the progress of their change or
incident
Reporting
31

We offer a range of reporting options that will be tailored to meet specific client requirements and
presented electronically, or in person by the designated Service Delivery Manager This reporting is able
to address:
Service Performance and Major Incidents
Inventory of Services
Service Usage
Service Utilisation
Service Charging
PARTNERS AND SUPPLIERS
The Contractor works with its sub-contractor, NG Bailey, to deliver the services under Lot 4.
We have the capability to work with other service providers, for example, WAN, LAN, Telephony,
Application/Desktop and Hosting providers, as well as clients’ buildings and facilities management
providers, landlords and agents to ensure that business and IT services continuity is not compromised.
32

Capita Business Services Ltd
Detailed Description
Managed Equipment Room services for rooms situated on Client Business Premises. Encompassing
the management of access control polices and procedures, real time environmental monitoring and
mechanical and electrical maintenance and call-out functions.
Updating of room records following Installs Moves, Adds and Changes (IMACS) incorporating best
practice management in line with TIA-942, IS027001 and prevailing H&S Standards.
Maintenance and document control of all room designs, the utilisation of room space, and
relationship management with the Client Building Facilities Management Providers to ensure the most
efficient use of the rooms.
Business Benefits
Provision of low-cost, managed equipment room services with service level guarantees
24x7x365 Mechanical and electrical call-out function
24x7x365 Equipment Room Access Request process
24x7x365 Real-time environmental monitoring of Managed Equipment Rooms
Scope of Service
Managed Equipment Room Services for rooms situated on Client Business premises.
Standard Hours of Operation
The Service is managed continually:
Monday-
Friday
00
:00
o
t 24
:00
Saturday
00
:00
o
t 24
:00
Sunday
00
:00
o
t 24
:00
Public
Holidays
00
:00
o
t 24
:00
Standard Hours of Service
33

Standard Service Desk hours are:
Monday-
Friday
08
:00
o
t 18
:00
Saturday
o
t
Sunday
o
t
Public
Holidays
o
t
Message is monitored 24x7 and service desk is 0800-1800 M-F standard. Public sector working days
as in the PSN Services framework contract.
Standard Service Components
Service Desk
This will include logging of incidents by phone, email or web portal; case management of the whole
incident lifecycle; fixing issues at first point of contact where possible; managing interfaces with other
suppliers service desks.
Service Management
This will include relevant processes and procedures covering the core ITIL V3 processes including
Incident Management; Major Incident Management; Change Management; Event Management;
Financial Management; Service Portfolio Management; Continuous Service Improvement; Service Level
Management; Capacity Management; Availability Management; IT Service Continuity Management;
Information Security Management; Supplier Management; Release and Deployment Management;
Transition Planning and Support; Service Validation and Testing; Request Fulfilment and Access
Management.
Service Reporting
We will provide a service report on a monthly basis to each Customer covering specific measures
and agreed KPIs against the service delivered. This will be managed and owned by the Service
Manager.
Management of Managed Equipment Rooms ensuring that they comply with TIA-942 standards,
H&S policies and Access Control Polices
Provide 24x7x365 remote environmental monitoring of server room environments, encompassing
temperature, humidity, power, water detection as required
Provide a 24x7x365 maintenance and call-out function supporting Mechanical & Electrical
Infrastructure within the Managed Equipment Rooms
Update Managed Equipment room plans when changes occur to ensure best optimisation of rooms
34

Maintain appropriate designs and records and update as required in accordance with change control
process
Management of physical access control to server rooms, subject to pre-authorisation and
communication as required to the client
Reporting on non-compliance of agreed access control policy, incidents where access controls have
been breached, and identifying remedial actions and findings from audits
Relationship Management with Building Facilities Management Providers providing Risk
Assessment, Method Statements and Certificates for work where required
Optional Service Components
Provision of any associated equipment where applicable. e.g. Cabinets, wiring inside the computer
room
Energy Management system, observing and reporting on power consumption in line with industry
best practise e.g. Power Usage Effectiveness, PUE metrics
Re-boots and power-cycling of equipment or soft reboot (performed via keyboard) when possible.
Re-connecting and changing of plug-in cards and hard drives
Securing cables and connections
Organising and labelling cable and visually verifying connectivity
Entering customer specific commands on servers and devices
Handling media insert and swapping of tapes or CDs
Executing pre-agreed scripted tasks, e.g. tape rotations
Deliverables
Maintenance and management of access control lists to rooms
Monthly Environmental Monitoring Report
Monthly Mechanical & Electrical Planned Preventative Maintenance (PPM) Report
Monthly Mechanical & Electrical Call-out Function Report
Service Exclusions
Provision of power to rooms
Any Building works
Cabling inside and outside the equipment rooms
Computer Equipment Racking
Overall Security of the building (administered by the building facilities)
35

Standard Service Targets/SLA
Access Requests to be processed within 5 minutes
24x7x365 4hr response time to mechanical and electrical callout functions
Monthly Report provided within 10 working days of each month
Toolsets
Business service management (BSM) is a methodology for monitoring and measuring information
technology services
Spook used for power and environmental monitoring for server rooms
AutoCAD and Microsoft Visio for computer aided design and drafting software application
Amdocs for managing Incidents, Problems and Changes
Terms
Setup charges consisting of materials and services will be payable 30 days after completion of the
work. Annual fees are payable annually and in advance
Assumptions
Rooms have been previously maintained and are subject to planned preventative maintenance
programme already (PPM) with appropriate designs and records being maintained.
The cooling infrastructure is sufficient to support the required operating temperature and not
inadequate/or beyond end of life – therefore under these circumstances we would be unable to
guarantee an operating temperature of no more than 5C above normal room temperature
Existing designs comply with established Equipment Room Standards and prevailing Health and
Safety standards
36

Computacenter (UK) Ltd
Computacenter is a datacentre specialist and leader in all LAN room architecture, design,
implementation, support, managed service and hosting. We are the largest cabling company by volume
in the UK. For niche projects and to compliment our portfolio we use Sudlows as our Building Services
Contractor. In line with the guidance in paragraph 5.3.6 of the ITT they provide the following range of
services for Managed Equipment Rooms. Computacenter works with Sudlows in all datacentre,
managed equipment rooms and LAN projects to deliver an overall solution for our customers.
They hold professional membership to the HVCA , Institute of Engineering and Technology (MIET),
have Incorporated Engineer (IEng) status and are accredited to the Associate Chartered Institute of
Building Services Engineers (ACIBSE) and Achilles Building Confidence.
We provide all types of mechanical and heating ventilation and air conditioning (HVAC) services,
including:
>Computational Fluid Dynamics (CFD) modelling used to illustrate and update the detailed
engineering requirements of your Mechanical and Electrical project. This involves heat maps, images,
revealing hotspots and restricted flows. This helps reduce the overall cost of design.
>Energy Efficient Data Centre Cooling – The design, planning, installation and maintenance of
cooling systems, air conditioning, air flow, cold isle containments and free air coolant.
>Chilled Water & DX Systems – The design, planning, installation and maintenance of water chilled
cabinets.
>Medium & High Density Applications – The design, planning, installation and maintenance of
cabinets and coolant solutions to maintain optimum temperatures.
37

Precision & Evaporative Cooling – The design, planning, installation and maintenance of cold air
solutions to remove moisture from the equipment room to avoid condensation and water based
incidents.
>Air Economisation – The design, planning, installation and maintenance of optimum air flow to
sustain the correct operating environment and the regulated mix of CO2 and O2
>Ventilation – The design, planning, installation and maintenance of all ducts, ventilation systems.
This service goes hand in hand with the total solutions.
>Duct Work – The design, planning, installation and maintenance of the trunking required above
and below floors to provide the air conditioning and air flow.
>3D design and planning – This service gives a 360 degree profile of the equipment room to ensure
there are no unexpected obstacles. Our experienced CAD design team perform realistic rendering and
produce a “working model” to easily overcome any misinterpretations or decision associated problems.
>We deliver an assessment for Building Fabrics. This includes structural assessments, listed building
consultancy, architectural design and planning.
>Environmental Management is a service provided to analyse the carbon footprint of the
environment. Temperature thresholds, cooling alerts and power management baselines are set
according to best practice (Green Grid).
>Unified physical infrastructure. This is the supply, planning, installation, attachment and reporting
of the backbone cabling infrastructure including detailed schematics, diagrams and change management
processes.
38

Electrical standards and configuration. Our dedicated Electrical Division works to the seventeenth
addition industry standard supporting all Electrical Power Distribution & Specialist Systems including;
unified physical infrastructure controls such active equipment, structured cabling systems and Building
Management Systems (BMS).
>UPS (Uninterrupted Power Supply) – We design, select, install, test, support and maintain Tier 1, 2,
3 and 4 systems in all Equipment Rooms. We calculate the power draw at regular change intervals.
39

Freedom Communications (UK) Ltd
Freedom Communications (UK) Ltd shall provide Managed Equipment Room Services, which shall
include, but not be limited to:
· Consultancy
· Technical architecture and system design
· Security
· Project Management
· Supply
· Installation
· Training
· Maintenance including transitional services
· Support for equipment, commodity and managed service.
· Help Desk and incident management service services
· Upgrade services
We shall provide services that are capable of meeting, as a minimum, the ‘Protect’ data Business
Impact Level 2-2-x and deliver the services to ‘best practice’ guidelines. We shall meet the Security
policies and procedures that are agreed at the time of procurement and in accordance with our
Information Security practices, accredited to ISOS27001.
We shall continue to design and provide new products and services that are relevant to this Lot 4 on
an ongoing basis.
Within this Lot 4, we shall offer products from multiple vendors, including but not limited to Lifesize,
Alcatel-Lucent, Cisco, Mitel, HP, Avaya, 3Com, Shoretel, Siemens, BT and Gamma Telecom
We shall have the role of prime contractor and shall use subcontractors to provide some services.
Our Operations Director and Services Managers shall closely manage our subcontractors and shall be
the central points of contact with our subcontractors and suppliers.
We shall have full Service Agreements in place with our premium business partners with defined
SLAs for all aspects of the delivery they are responsible for.
Our Account Managers and Service Managers shall be the central points of contact between
ourselves and our customers.
Contract management and helpdesk services shall be provided by our own dedicated in-house
experts who are based in our dual resilient contact centre in Watford and Leeds.
Provision of all elements of a complete solution
Freedom Communications (UK) Ltd shall provide, as a minimum, all elements of Lot 4 – Managed
Equipment Room Services within a complete service.
40

We shall provide consultancy on how the Equipment Room is to be planned, developed and
managed.
We shall evaluate the size of the Equipment Room and ensure it is sufficient to handle the amount
of equipment currently installed or to be installed, and also allow for the scope of the Equipment Room
to grow as needs change. We shall allow for requirements of the Equipment Room to grow over time
and build in the physical infrastructure to accommodate this growth.
We shall ensure that all servers, power supplies and other equipment are securely placed in the
racks. The racks shall provide a level of protection to the equipment in the computer room.
We shall define document the policies and procedures relating to the operation of the Equipment
Room, including:
· Security
· Safety measures and procedures
· Emergency measures and procedures
· Access procedures
· System hosting facilities
· Environmental control, reporting and maintenance
· Change and configuration management
SECURITY
We shall introduce a range of security measures to protect employees, information and physical
assets in or associated with the Equipment Room.
Entry Systems and Access Policy
The Security policy shall apply to all employees, contractors, vendors, consultants and externally
employed people who require Equipment Room access. Access shall be securely controlled via RFID card
readers, or similar, and all doors shall be fitted with sensors to detect unauthorised or prolonged
opening. Staff and visitors shall not adjust or otherwise tamper with door fittings. Any suspected faults
with doors, lights or any security equipment shall be reported to the Computer Room staff immediately.
Unannounced/unescorted visitors shall be denied access. In the case of business critical systems and
general emergencies exceptions shall be supported by a member of staff.
Closed Circuit Television
Closed Circuit Television (CCTV) monitoring and recording shall be in operation at all entry and exit
points to the Computer Room and be centrally monitored by Security staff.
41

SAFETY MEASURES AND PROCEDURES
We shall operate according to the customer’s Health and Safety Policy and shall make a printed copy
available on request.
Signs and Information
Safety signs and information shall be posted at access points to the Equipment Room. General
notices shall be posted around the Equipment Room providing detailed information on first aid,
emergency contacts and general Health and Safety issues.
Contact Information
This shall include:
· Emergency and out of hours contact details
· First Aid contact information.
· Fire safety.
Health and Safety Considerations
There shall be a number of Health and Safety considerations when working in the Equipment Room,
namely:
· Heavy Lifting.
· Working at Height.
· Noise.
· Lone Working.
· Lasers.
· Floor Tile removal.
EMERGENCY MEASURES AND PROCEDURES
Emergency Exits and Fire Alarm Procedures
Emergency exits shall be labelled and signposted.
Fire detection and Fire extinguishers
42

The Equipment Room shall be fitted with a fire detection system linked to audible and visual alarms
(coloured red) placed throughout the Equipment Room. If an alarm is activated, staff shall leave the
room immediately at the designated exit points and exit the building.
Electrical Safety
PAT testing shall be is carried out by trained staff on all equipment and cables used in the
Equipment Room. Records shall be maintained.
ACCESS PROCEDURES
Hours of Operation
The Equipment Room shall operate on a continuous basis, with staff in attendance at agreed hours.
Available Facilities
A Staging Room shall be available to ICT staff to unpack, build and configure systems prior to use.
Storage shelves and racks shall be provided to hold spares and consumables, such as patch leads
and power strips.
Equipment Delivery
When transporting equipment, care shall be taken to keep disturbance to other building users to a
minimum
Control of Equipment and Spares
Equipment left outside racks shall be clearly labelled with the name of the owner, a contact
telephone number and a date indicating how long it is required. Unlabelled items, or any which exceed
their removal date shall be removed.
Console equipment (monitor, keyboard and mouse)
Mobile consoles marked Equipment Room shall be provided for connection to systems for local
working. Any other similar equipment shall not be used.
Mobile consoles shall be returned to storage, ready for use by others.
Prohibited Items
The following items shall be prohibited from the Equipment Room:
· Combustible materials such as paper and cardboard (except reference manuals as needed)
43

· Food and drink
· Tobacco products
· Explosives and weapons
· Hazardous materials
· Alcohol, illegal drugs and other intoxicants
· Electro-magnetic devices that could cause interference with Equipment and telecom equipment
· Radioactive materials
· Photographic or recording equipment (other than backup media)
SYSTEM HOSTING FACILITIES
The Equipment Room shall provide a secure, controlled environment suitable for locating rackmountable
Equipment systems. Power, cooling and networking connectivity shall be provided, and UPS
shall be available to protect systems from power fluctuations and short outages.
Equipment Requirements
All equipment hosted in the Equipment Room shall be rack-mountable, to make effective use of
available room space.
Advice on power and racking shall be obtained at any time from Equipment Room staff.
Emergency Procedures
We shall maintain an appropriately controlled environment for IT equipment to function on a 24/7
basis. In the event of an emergency power or cooling outage, provisions shall be in place to help protect
equipment and ensure safety:
In the event of a cooling or power failure:
· Equipment shall be colour coded to allow onsite staff to turn less essential items off to help reduce
overall heat load, using the following coding.
o
o
o
Green - Low priority. Safe to power off in emergencies
Yellow – Medium priority. Keep running if circumstances permit
Red – High priority. Essential; keep running unless a total shutdown is required.
· Hosted racks and equipment shall be labelled with emergency contact details to allow onsite staff
to contact system owners in emergencies. All equipment shall have identifying labels, e.g. server
name or IP address.
· Should cooling fail, all systems shall be configured to shut down automatically if temperatures
reach unacceptably high levels.
44

· All in rack PDUs shall be clearly labelled with details of the under-floor commando socket used.
This shall allow mains shutdown via the breakers in emergencies, where insufficient time is available
to close down individual items of equipment.
· Equipment such as servers and UPS units shall have the capability to send emergency alert
messages. UPS email alerts shall be raised to make ICT staff aware of any power issues that may be
affecting hosted equipment.
ENVIRONMENT CONTROL
Air Conditioning
Under floor air conditioning shall be provided throughout the room. We shall ensure the Equipment
Room has a dedicated air conditioning unit installed, and that it is sufficient for its calculated needs. The
air conditioning unit shall be supported by an alarm system which will record the alarms and send
notification of the alarms to the predetermined personnel for attention.
UPS Provision
All UPS units shall be rack mountable with suitable racking kits supplied.
Environment Control
Cooling, power and UPS provision shall be controlled centrally. Only authorised staff shall
be allowed to alter settings on any such equipment.
Environment monitoring
Monitors shall be in place to report on issues affecting the environment, including:
· Temperature alarms
· Secondary temperature monitors
· Leak detection system
· Smoke detection system
· Plant monitoring
Dust prevention
We shall ensure the Equipment Room remains dust free at all times, therefore packing or unpacking
of equipment shall take place outside the room.
Waste Disposal and Cleaning
45

Cardboard and other items that can generate dust and are easily combustible shall remain outside
Equipment rooms. Waste bins shall be available throughout the Equipment Room for all other items of
waste. Equipment Rooms shall be cleaned weekly.
Out-of-hours / Emergency Maintenance
Maintenance shall be provided during normal working hours. Outside normal working hours, shift
engineers shall be available to respond to issues. All environmental faults both inside and outside
normal working hours shall be reported as greed to ensure they are properly recorded and handled.
CHANGE AND CONFIGURATION MANAGEMENT
The Change Management Process shall cover all changes on Configuration Items (CIs) included in the
Configuration Management Database (CMDB). The functional areas within the scope shall include, but
are not necessarily limited to:
· All Equipment Room equipment and software including MIS and hosted equipment
· All Equipment Room facilities equipment and software running on them including electricity, air
conditioning, etc. equipment
· All Network equipment (including all cabling and communications infrastructure) and related
software
· All voice system equipment and software
· All desktop equipment and software
· All licensed production software
· Operational processes and documentation
46

Fujitsu
Overview
The Contractor shall provide a range of Equipment Room Services to enable the Customer to host
their servers, network equipment and workloads in a secure, reliable and managed environment. The
scope of these services shall cover the management of equipment rooms, provision of data centres on a
utility basis, provision of List-X facilities and the associated equipment room fabric and IT hosting
infrastructure.
The Managed Equipment Room Services shall include the supply, installation, maintenance and
management of the facility, the associated infrastructure and full service lifecycle from requirements
definition, design, build and commissioning of individual elements of an equipment room or of a
complete equipment room, transition of existing equipment rooms, through to on-going operation of
the Service.
Service Scope
The Contractor shall provide Equipment Room Services to support the IL2, IL3 and IL4 domains, with
the capability to deliver these services at higher Impact Levels. The Contractor shall ensure that all
services and associated infrastructure are designed to meet the required integrity and availability
requirements. Additionally, the Contractor shall ensure that the Equipment Room Services and the
related infrastructure, management systems, processes, personnel and procedures within the scope of
the service are appropriately accredited to an Impact Level commensurate, with the maximum agreed
Protective Marking of the material it will store or process.
The Equipment Room Services that shall be provided by the Contractor are:
· Supply, Management and monitoring of dedicated Equipment Rooms, delivering a secure,
temperature-controlled environment for active and passive components relating to the provision
of IT infrastructure and telephony services located on Customer premises and/or the Contractor
data centre facilities. These environments shall be monitored and managed remotely or via local
management as required by the Customer. Where required and applicable the Contractor shall
ensure that the facility is compliant and managed to the requirements of List-X, relevant health
and safety standards as defined by the policies set and agreed with the Customer
· Supply and management of the mechanical and electrical elements of the Equipment Rooms
The environment shall include air-conditioning, fire prevention, power, temperature / humidity
and cleanliness management systems, where applicable
· Environment preventative maintenance and testing of air-conditioning, fire prevention, power
and UPS systems, in accordance to the relevant manufacturer’s recommended maintenance
programmes. The Contractor shall provide an annual schedule of Planned Preventative
Maintenance (PPM) as a guide to the planned work. When required, the Contractor shall also
undertake and implement emergency repairs, planned maintenance and planned upgrade
activities to maintain all business as usual activities, levels of resilience, business continuity,
project deliverables and accreditations for the equipment rooms through the agreed change
management process
· Equipment room IT equipment capacity and space planning. The Contractor shall ensure
optimum use of equipment management space with respect to the weight, power and heat
distribution for the hosted equipment
47

· Equipment cabinets, cabling and power provisioning and installation services for IT equipment
in support of the local services. This shall include complete end systems, file and print, data
storage, Wide Area Network (WAN), Local Area Network (LAN) and telephony, including servers,
storage devices, routers, switches and related peripherals. These activities shall cover:
· Hardware planning – delivering detailed floor plans and rack layouts
· Equipment movement – accepting deliveries into data centre, ensuring compliance with
policies
· Equipment installation – physical rack and equipment setup, cabling and hardware
installation
· Equipment Room Asset and Configuration Management. The Contractor shall:
· Identify control, record, report, audit and verify Equipment Room assets
· Protect the integrity of assets by ensuring that only authorised changes are made
· Ensure the integrity of the Customer assets by establishing and maintaining an accurate
and complete Configuration Management System
· Equipment room access control, covering authorisation for Customer and Contractor staff. The
Contractor shall ensure that access to any room under its management is limited to authorised
staff with a need for access. The Contractor shall ensure that access to Customer premises
based rooms is available to an agreed list of Customer staff in addition to the Contractor’s
technical staff. The Contractor shall also be responsible for ensuring that access for approved
activity is made available. The Contractor shall maintain the access list in a secure Configuration
Management System.
Equipment Room Operational Services
The Equipment Room Services shall be operated under an ITIL-aligned, ISO/IEC 20000 compliant
service management framework and shall be supported by the Contractor’s Service Management Centre
(SMC). The operational services that shall be provided by the Contractor are:
· Proactive maintenance (HVAC, PDU, UPS) and remote monitoring for system health via SNMP
traps as applied to access control systems, cabinet door sensors, temperature monitors
associated with the equipment room facilities
· Onsite Field Maintenance services for installation, moves and changes of hardware equipment
· Investigation of faults and incidents, operational and security, including those notified by the
users or the Building Management Systems to the Customer provided service desk via the
Contractor Service Portal and/or Service Desk
· Management of third party suppliers for repairs, moves, adds and changes for the IT equipment
contained in the equipment rooms. This shall operate according to the policy and process in the
agreed Contractor service schedule
· Management and implementation of changes via the Contractors agreed Managed Service
Change Procedure or as a pre-approved change via the Contractor provided service
portal/catalogue and/or service desk.
The SMC shall implement the agreed policies into the Equipment Management Services and any
changes to the policies shall be managed through the Managed Service Change Procedure. The SMC
shall also provide scheduled reports to the Customer, which shall provide management information on
the Equipment Room Service including details of any security incidents, performance issues and
48

trends. The specific policies and reports shall be documented in the Contractor Service Schedule
associated with the framework call-off contract.
The managed Equipment Room Monitoring Services shall contain the following principal elements:
· Incident Management
· Problem Management
· Change Management
· Release Management
· Configuration Management
· Service Level Management
· Quality Management
· Availability and Capacity Management
· Service Continuity Management
· Continuous Improvement
· Third Party Management.
The Contractor’s SMC shall deliver Equipment Management Services through a team of
appropriately skilled and security cleared staff. Additionally, the Contractor’s Security Operations
Centre (SOC) shall react to security incidents using the following approach:
· Event Analysis – Upon detection, security events shall be analysed to ascertain if they need to
be upgraded to a Security Incident for further action
· Security Incident Categorisation – If the event is defined as a Security Incident, it shall be
categorised considering the cause, priority, potential impact and the urgency of response
· Security Incident Response – The security analysts, resolver groups and service management
team, plus identified Customer stakeholders as defined within the overarching Service Design
and communications plan, shall agree on the most appropriate course of action. When a course
of action has been implemented, its effectiveness in resolving the incident shall be assessed so
that if the chosen course of action is not effective, further course/s of action can be taken. The
security incident shall be tracked to resolution
· Post Incident Analysis - After each Security Incident, post incident analysis shall be undertaken
to:
· Ensure that the conduct of the investigation was appropriate
· Consider lessons identified, where conduct of the investigation could be improved
· Ensure that all mitigating actions have been taken
· Determine if any preventative measures are required to prevent repetition of Security
Incidents or events of a similar nature.
Equipment Room Implementation Services
The Equipment Room Design and Implementation Service shall provide:
· Shared Rooms – The equipment shall be located in a shared area alongside those of other
Customers with a dual power feed from a shared power distribution system
49

· Cages or Data Centre Halls – The equipment shall be located in a space separated from other
Customers but within a shared area of the Contractors data centre. Power distribution and
climate control is shared with other clients
· Private Rooms – The equipment shall be located in a shared climate area but walled off from
other Customer areas. Power supply and access control systems shall be dedicated exclusively to
the customer’s requirements
· Customer-Owned Equipment Rooms – The equipment shall be located on the Customer’s
premises, and the Service may include:
· Re-design and upgrade of existing Equipment Rooms
· Design and Implementation of new Equipment Rooms.
The Implementation Service shall design and deliver the Equipment Rooms facilities within
dedicated or shared location on the Customer’s premises or within the Contractor’s data centres. It
shall include room layout, rack layout, patch management, and provision of individual components of
the room including any or all of racks, power supplies, power monitoring, access control, cabling, room
infrastructure and environmental control. The design shall be based on requirements established with
the Customer during the initial phase. New designs can be created for existing Equipment Rooms
following due diligence to determine the current design and situation.
Definitions Of Terms
Term
H&S
HVAC
IDBM
IL
IL2
IL3
IL4
ISO
LAN
List-X
Definition
Health and Safety
High Voltage Alternating Current
Infrastructure Design Build Methodology
Impact Level
Impact Level 2-2-x for Integrity, Confidentiality and availability (PROTECT)
Impact Level 3-3-x for Integrity, Confidentiality and availability (RESTRICTED)
Impact Level 4-4-x for Integrity, Confidentiality and availability (CONFIDENTIAL)
International Organization for Standardization – the international body
responsible for setting global standards.
Local Area Network – a local network within a building or a campus, normally
based on Ethernet.
Commercial site (non-Government) that is approved to hold government
protectively marked information as CONFIDENTIAL and above;
50

MoSCoW
PDU
PPM
PRINCE2
RACI
RAID
SNMP
SOC
SRO
UPS
WAN
WIP
Must, Should, Could and Won’t (Prioritisation Technique)
Power Distribution Unit
Planned Preventative Maintenance
Generic Project Management methodology based upon a UK Government
standard for information systems (IT) project management
Responsible, Accountable, Consulted and Informed (Responsibility Assignment
Matrix)
Risks, Assumptions, Issues and Dependencies
Simple Network Management Protocol
Security Operations Centre
Senior Responsible Officer
Uninterruptable Power Supply; electrical device providing temporary emergency
mains power to a system should mains power fail
Wide Area Network – a network that runs between different locations (buildings
or campuses).
Work In Progress
51

Icom Holdings Ltd
Icom is a long established supplier working with public and private sector clients who have
requirements for a managed service for their equipment rooms. Icom have developed these services to
meet the client requirement and provide a service which includes project management, supplying,
installing, maintaining, and both technical architecture and system design.
In addition where required Icom project manage, supply, commission and maintain equipment both
as a commodity and a managed service. This can include the: management of equipment rooms and
equipment cabinets, provision of power supplies, power monitoring equipment, cabling, equipment
room infrastructure, environmental and access control, air conditioning;
Icom supply staff on an on-site basis, remote and a planned visit basis to support specific projects or
ad-hoc requirements.
Icom users a recognised methodology of design, build, delivery. Our in-house design capability
adheres to the following recognised BS 20000, ITIL, Prince and BSRIA standards. In addition we employ
certified installers for. Cat5, 5e, 6e, 7 and all types of fibre (including splicing) and multi core copper
cabling. Icom are certified installers for ADC Krone. Where appropriate Icom can supply trained
personnel with the skills and qualifications needed for leading manufacturers including HP, Juniper,
Cisco, Dell Fujitsu and many others.
Icom have developed long-term customer relationships through strategic partnerships with all
stakeholders to deliver excellence to provide support for their business, their networks and their
employees. Our focus is on ensuring high levels of reliability, sharing best practice, and constant
communication. Our team care deeply about meeting commitments and take pride in providing great
customer service, delivered with integrity.
We have become a dedicated partner for councils and suppliers to central government, in particular
we have been able to continue to deliver quality whilst maintaining the highest standards and meet
customers’ expectations in a changing and challenging financial climate,
52

Logicalis UK Ltd
Section 1
Logicalis Managed Equipment Room Services Overview
Logicalis has designed a range of Services that map onto the Lot 4 provision Managed Equipment
Room Services, these include:
1. Provision of all elements of a Complete Solution.
2. Provision of Managed Equipment Room Services:
management of equipment rooms and equipment cabinets;
provision of power supplies; power monitoring equipment;
cabling;
equipment room infrastructure;
environmental and access control;
air conditioning;
staffing;
2. Supply of Equipment
3. Consultancy and Professional Services including:
technical architecture;
system design;
installation.
4. Project & Service Management
53

5. Training
6. Support Services including:
maintenance;
support for equipment, commodity and managed service.
Section 2
Provision of all elements of a Complete Solution.
Logicalis has specialised solely in the delivery of since incorporation in 2006. Our services within the
industry cover a wide range of areas including:
Client representation & Project Management -
Feasibility Managed Equipment Room Services
Building searches; including detailed due diligence and feasibility studies of potential
sites/buildings – We get involved right from day one with a wide range of clients, carrying
out initial building searches ensuring that the right environment at the correct cost is being
progressed. We also carry out feasibility studies on the re-development of existing rooms
within existing facilities that have been identified as potential managed equipment rooms.
Assisting with lease negotiations – Where clients are leasing property to develop into
MER’s then we carry out the negotiations on their behalf ensuring they are obtaining best
value for money during this long investment.
The preparation of budgets - We prepare the cost plan and budget analysis for
proposed MER developments ensuring that the clients budget is being strategically
managed from the offset.
Detailed project programmes – In the planning stages, project programming is
imperative to ensure that potential facilities are turned into operational concerns in line with
business strategies. We generate meticulous project delivery programmes to ensure that
all parties involved with the project have a detailed project plan to work to.
Design
High level Design of Managed Equipment Rooms – We carry out the high level design
of MER’s, ensuring that a thorough understanding of the clients requirements has been
considered and incorporated prior to progressing to a detailed design and RFQ stage. This
includes all mechanical and electrical services, BMS, PMS, EMS, access control and
security systems, fire suppression and detection, architectural and structural.
54

Detailed Design – Following the high level design, we carry out a detailed design that
incorporates all required detail to ensure that there is no ambiguity once the development
progresses.
Construction
We carry out the Construction Management of all project sizes of data centres and
MER’s from 50m2 to 7,500m2+. We have designed and built MER’s using this philosophy
for a number of Blue Chip and Public Sector clients.
Design and Build of all project sizes of data centres and MER’s from 50m2 to
7,500m2+. We provide a thorough and detailed design and build service that relieves the
client from undue risk and ensures a professional and timely delivery. We provide detailed
project programmes and risk analysis to ensure that the client has full visibility of the project
progress and risks. We have designed and built MER’s using this philosophy for a number
of Blue Chip and Public Sector clients.
Provision of Managed Equipment Room Services
Logicalis has developed eight main service areas which relate to the Managed Equipment Room
Services for our PSN Customers:
1. Consultancy and Design Services;
2. Equipment Provision
3. Implementation Services;
4. Managed Services.
5. Unmanaged Services;
6. As a Service;
7. Hosted Services;
8. Break/Fix Services;
55

Logicalis is able to provide:
pre-sales support to scope the design effort, equipment lists and estimate the
installation effort – a pro bono piece of work;
design;
production of the detailed design document, covering the physical and logical MER
a service design to support ongoing service operations;
provision and implementation of MER Services equipment
full monitoring and management of the new or existing systems;
ongoing support for new or existing equipment;
service management.
Section 3.
Supply of Equipment
As part of the service catalogue, Logicalis provides hardware for Managed Equipment Room Services
solutions which can be purchased by the Customer via the change control process. Logicalis updates the
equipment pricing on a regular basis. Any additions or deletions from the Service Catalogue are
managed by the Service Delivery Manager.
56

Logicalis can procure an extensive range of equipment direct from the vendors and achieve
significant savings, which are passed on to the Customer, based on a fixed margin model.
A brief summary of the extensive range of equipment and services that can be procured and some
basic specifications are as follows:
management of equipment rooms and equipment cabinets;
provision of power supplies; power monitoring equipment;
cabling;
equipment room infrastructure;
environmental and access control;
air conditioning;
staffing;
Section 4
Cabling Services
Logicalis understands that there is a requirement for the delivery of cabling services as part of the
LAN/WLAN Management service. Logicalis has over 25 years experience of providing managed cabling
and passive architectural services.
57

Logicalis has dedicated staff responsible for consultancy, site planning visits, architectural design and
all customer-facing services. Services provided include the design, supply, installation and maintenance
of structured cabling systems, covering Category 5e/6/6A/7 and fibre optic cabling.
Accreditations are held with a number of equipment vendors including ADC Krone, Siemon, Panduit
and Hellermann Tyton. All cabling engineers are fully trained and are competent in all installation tasks,
and all hold manufacturer accreditations for installation of Cat5/6/6A/7 cables.
When the cabling installations are completed, Logicalis hands over a full installation document
comprised of the test results of all UTP cables using Fluke DTX1800 testers to ensure compliance with
the relevant standards and test results, along with floor plans identifying each outlet positions, together
with its unique identifier, cable routes and cabinet layout drawings, are all included within the handover
electronic documentation at the completion of the works.
Logicalis is able to provide a variety of options for cablings solutions for adhoc Moves Adds and
Changes (MACs), project based cabling works or on site services. On-site service can often include
possible TUPE considerations.
The type of service delivery required is greatly based on the estimated volume of cabling changes
required. The management of any required on-site resources would still be under the control of the
Logicalis MSC and overall responsibility would be with the Service Delivery Manager (SDM).
Job management and control is managed by the Logicalis Service Desk solution via the standard
change management process, ServiceNow and therefore, remains consistent with all services
(LAN/WLAN and WAN) that are provided by Logicalis.
58

It should be noted that the Cabling services, whilst part of the change process, can also be applied to
standard managed service options as a standalone service. This is important as for standard services
there is no full change management process.
Logicalis has provided such services to a range of public sector bodies, and currently services
Bournemouth University using this model. The cabling services include:
provision of design and consultancy services for new projects that would require cabling
input, working with the Customer and Logicalis design teams;
support of existing cabling infrastructure;
installation of new data outlets installed to all manufacturers and the Customer standards and
procedures, as part of the moves, adds & change requests;
assurance that each outlet installed is fully tested and meets all the relevant test criteria for
type of installation carried out;
enablement of all installed outlets by way of patching through to the existing LAN/WLAN
switch hardware;
updating all relevant databases with the outlet designation and switch port used and inform
relevant Customer IT Services team staff;
assisting Customer IT Services team staff members in the resolution of cabling infrastructure
faults;
provision of appropriate information to enable the drawings and records to be updated for
each job;
working within safe operating procedures and practices;
operate the change control process where appropriate.
Examples of the output of these services are embedded below.
59

Logicalis would separately provide the Customer with a schedule of rates for materials to be used in
the rectification of faults or standard works. These would be included within the Service Catalogue.
The cabling management service would sit within the overall incident and change management
processes as delivered by the Managed Services Centre (MSC).
IL 4-4-x Cabling Services
The cabling services are the same for the 2-2-x service although fibre optic cabling is used
throughout.
In addition, any work carried out meets CESG guidance for IL4 infrastructures meeting SDIP-29
requirements on TEMPEST. Cable runs for the 4-4-x LAN infrastructure are physically separate from the
2-2-x and 3-3-x infrastructures using separate racks, cabinets, and trunking. Equipment racks are
TEMPEST protected when in a shared equipment environment.
The 4-4-x network uses fibre cabling for access to users meeting TEMPEST requirements and aiding
users in connection to the correct ports. 4-4-x user ports are clearly labelled as to their classification.
Fibre optic cabling is also used between all equipment locations and between buildings.
Where a fibre run between buildings is not protected i.e. it can be accessed externally or leaves an
area where IL4 traffic can be contained, encryption is provided to maintain confidentiality of the data
path. This is decided in conjunction with the security Accreditor as appropriately secured sites may not
need such measures.
60

Cable routes for 4-4-x network are physically sealed with tamper proof fastenings and regularly
checked for physical intrusion.
Section 5
Consultancy and Design Services
Technical Architecture and System Design Services
Logicalis’ approach to Conferencing design services is that of a Systems Integrator, whereby we take
a vendor agnostic approach. We have the highest partner accreditations with vendors such as Cisco and
can work with a Partner to provide integration capabilities with additional manufacturer technologies,
to utilise existing investments but still work towards a common call handling architecture.
Logicalis intends to engage with the Customer in a consultative manner in understanding the
requirements and then engaging with vendors to ensure that the best technical and commercial solution
is proposed.
Our design consultancy takes into consideration the existing investments to reuse any
infrastructure/equipment wherever possible.
This consultancy is packaged and available, via the Service Catalogue, when required by the
Customer.
The deliverables from this MER consultancy exercise can then be used by the Customer, or by
Logicalis on behalf of the Customer.
61

As part of the design service, Logicalis works with the Customer to transform an existing contact
centre into an innovative, dynamic customer-driven tool, and create a platform to radically redesign
business processes around the demands of customers.
Logicalis approaches these projects in a consultative manner to understand the business and
technical drivers. Once we have a clear understanding of requirements our Solutions Architects team
works alongside the main manufacturers in the industry to design the solution.
Our design process includes pre-sales customer workshops, technical solution proposal to ensure
that the correct solution is specified and post-sales design workshops.
Logicalis is able to design Managed Equipment Room Solutions that range from a handful of users
through to many hundreds.
Installation – Managed Equipment Room Implementation Services
Logicalis’ Implementation Services’ primary focus is to deliver technical services for projects
including implementation and support to our customer base. This is achieved primarily by working in
close collaboration with Logicalis’ Pre Sales, Project Management and Managed Service teams. The
Implementation Service is available on a 24 x 7 basis and comprises:
Engineering Team
This is a home based, mobile engineering workforce located all over mainland Britain, providing the
bulk of the Logicalis SLA responses for all on-site maintenance contracts and managed service support
issues. These issues range in diversity from the swapping of hardware, to further information gathering
62

& diagnostics, problem simulation, command line configuration, firmware & software upgrades and the
testing of spares prior to use in the field.
Supporting the home based force, is a team of office based engineers providing the interface
between our Service Desk and the wider Field Support Team. This Technical Support Group delivers their
services remotely, direct to our customers. While a high percentage of incidents are resolved by this
team, their role also encompasses the gathering of additional technical data to allow further
investigation by their field based colleagues if required.
The hands-on skills in both teams are available across varied technology solutions, including routing,
switching, unified communications, Communications, security, wireless and content. This portfolio
combines hardware and software elements spanning multiple vendors, delivered to a diverse range of
customer environments.
A key factor in successful service delivery is the use of engineers local to their customer base. While
clearly SLA compliance is important, equally so is the longer term relationship between the local
engineer(s) and their customers. Part of the objective setting with each engineer, includes the
establishment & maintenance of the customer relationship. This directly caters for improved customer
knowledge and greater SLA management, as well as providing wider benefits which include better
defined local spares holdings etc.
While the focus for the Field Support Team is clearly for the benefit of our customers with existing
maintenance contracts, they are also active in delivering other services. These services include but are
not limited to, projects & implementations, maintenance take on audits, surveys/audits and any
associated documentation.
63

Solution Implementation Team
The Solutions Implementation Team is a 24 x 7 service, entirely made up of home based engineers
throughout mainland Britain. Their roles are focussed around the delivery of customer project &
implementation based requirements, which incorporates a number of related, specific activities to
guarantee success.
This typically starts with a review of the documentation supplied by Pre Sales (SOW or SDD) and
Project Management (Project Plan), to understand the solution and timeframes. This is carried out by a
‘Lead Engineer’, who has the responsibility for leading the project from a post sales perspective. Next
follows the building and configuration of any hardware & software elements in one of the Logicalis Pre
Staging Labs, where any design constraints or issues can be resolved in a risk free environment. Only
then is the equipment boxed up and sent out to customer site for installation.
Once on-site, the kit is installed and a full connectivity, commissioning and acceptance procedure is
conducted. The Lead Engineer completes any documentation requirements for the customer, as well as
providing further information for Logicalis’ Contracts Admin and Field Support Team (if the installed
solution is being supported by Logicalis).
The hands on skills of this team are available across a variety of technology solutions, including
routing, switching, unified communications, Communication, security, wireless and content. This
portfolio combines hardware and software elements spanning multiple vendors, delivered to a diverse
range of customer environments.
While the focus of this team is delivering project based work, they are also active in delivering many
other technical services. These services include maintenance contract break/fix, information gathering
64

and diagnostics, problem simulation, pilot/proof of concept testing, surveys/audits customer knowledge
transfer etc.
Principal Engineering Team
The Principal Engineering Team is a 24 x 7 service, entirely made up of home based engineers
throughout mainland Britain. Their roles are entirely focussed around the service delivery of the most
complex technical solutions required from the Post Sales Engineering Team.
This role effectively offers direct ‘expert level’ technical support to both the Solutions
Implementation and Field Support teams. Typically this means the lead of the most challenging
customer project solutions, as well as the technical escalation ownership for the most complex
contracted maintenance customer incidents. The various work streams required to deliver the role
include working with Pre Sales to produce detailed design & configuration data, proof of concept
testing, providing best practise configuration advice and templates, mentoring across all technology
areas to all of the other teams etc.
In addition, the Principal Engineering Team is able to carry out all of the activities described within
the remit of the Field Support and Solution Implementation Teams. The highest levels of technical
vendor accreditation reside within this team, and as such this technical relationship is a key focus for
them all. This is particularly evident from managing the bulk of our vendor support escalations, but is
also visible in the various vendor technology forums and update sessions.
Project Management
65

Project Management - Overview
Logicalis provides the full range of skills essential to assure effective Programme and Portfolio
Management. Logicalis’ Programme and Project Managers have many years of experience of working
within Government programmes across a wide variety of sectors.
Programmes and Projects range from major infrastructure change programmes to software
development and systems implementation with budgets ranging from several thousand to multi-million
pounds. Our portfolio of core programme and project management services includes:
• Benefits Management;
• Programme Management;
• Project Management;
• Project Review & Lessons Learned;
• Risk Management;
• Stakeholder Management.
Benefits Management
Benefits management aims to ensure that the desired project has been clearly defined, is
measurable, and provides a case for investment. Furthermore it seeks to make sure that the proposed
changes or policy outcomes are actually achieved.
The benefits management team recognises that projects require a constant focus on the intended
benefits if they are to deliver value and remain aligned with the Customer’s business goals.
66

The delivery of value begins with defining the expected high-level outcomes and continues through
the identification, profiling, tracking and embedding of the identified benefits. It also involves assessing
risk against the proposed outcome.
The benefits management team is experienced in the delivery of benefits management in the secure
information domain.
Logicalis help to identify, track and realise benefits, throughout the delivery programme and into the
Operations phase, where we can also assist managers with the responsibility for service delivery to
ensure that the planned benefits are both monitored and optimised.
Programme Management
Logicalis considers its programme managers to be holistic change agents. We believe that the role of
a programme manager has evolved from that of managing multiple projects, to that of implementing
business strategy. Whilst the programme manager of today requires a refined set of business and
leadership skills that are vastly different from that of a project manager, we believe that an effective
programme manager requires a sound understanding of project management and all its varied
techniques.
Logicalis’ programme managers are familiar with the culture of large Public Sector organisations and
the measurement of benefits at a strategic level. We currently service an integrated portfolio of Secure
Information projects, involving the management of multiple teams of professionals, as well as executivelevel
stakeholders.
Project Management
67

Logicalis’ project managers manage and support all phases of the project lifecycle where
experienced and effective security cleared PMI and PRINCE 2 qualified practitioners are needed to:
• project manage a major change;
• enhance and strengthen your current team;
• provide an exclusive set of security cleared skills or experience on a transitory basis;
• execute or accelerate a specific standard or bespoke service implementation;
• build up a new business, division or team;
• coach your current project managers and their teams.
Logicalis’ approach to project management is experience based; we believe that most business
challenges can be solved effectively with the application of the right management talent, expertise and
action.
Project Review and Lessons Learnt
The objective of a project review is to identify how success can be assured. A Logicalis led project
review ascertains the issues that need to be addressed, both positive and negative. Our project review
and lessons learned service typically focuses on:
• Scope
68
Whilst major scope changes are relatively easy to identify and manage, scope changes often
occur in the form of "scope creep". Scope creep is the amalgamation of small changes that,
individually, appear minor but in aggregate are significant. Logicalis understands that you cannot

effectively manage the resources, time and cost of a project unless you actively manage every
element of the project scope.
• Project Team
A successful project manager must effectively manage all of the resources assigned to that
project. This also includes managing all relevant subcontracts.
• Project Planning & Control
Logicalis excels at detailed project planning to assure full visibility and control of
multifaceted, high value projects. Our specialist knowledge assures the review of, and warrants
the production of accurate, practical and informed schedules and plans whilst ensuring they are
rigorously executed and monitored.
• Communication
It is crucial that effective communication exists between the team members and project
stakeholders. Logicalis assesses if these channels are effective and highlights where and how
improvements can be made.
Risk Management
Logicalis’ risk management practitioners are expert in the design and implementation of risk
management techniques. We help organisations to understand their business and security risks and
then apply practical risk management practices to help mitigate them. Our risk practitioners are highly
experienced leaders in the discipline of client-side risk assessment; most especially security vulnerability.
69
Our Risk Practitioners help your business to:

• understand and manage operational risk;
• achieve compliant corporate governance;
• display effective management of risk to stakeholders;
• make practical decisions and maximise ROI;
• deliver projects to agreed criteria.
Stakeholder Management
Logicalis recognises stakeholder management as the process by which Clients identify their key
stakeholders and win their support.
Whilst the value of relationships is difficult to determine, it is recognised that successful stakeholder
management is a key source of competitive advantage. Understanding, forecasting and influencing what
other people think about your programme or project is essential to a winning venture. We believe that
the secret to this success is not just about leading the team, but also about dealing with the multitude of
issues and communicating successfully around the periphery of the programme.
Logicalis knows that it is crucial to recognise the key points at which stakeholders must be involved
in development and decision making. It is further recognised that streamlining the approval process
results in cost savings across the programme. Our team of business consultants has comprehensive
experience in this diverse field.
Project Management Service Offerings
70

Project management services are offered either on a T&M or fixed price basis. The number of days
required is estimated, based on the size and complexity of the project. Any special customer
requirements (for example mandatory on-site attendance at weekly meetings) will also influence the PM
estimate. It is therefore important that this is discussed with the customer prior to any quotation being
prepared.
The project management team is split in to three regional teams and has a supporting project
management office (PMO) function. Team leaders have dual roles to include senior project and
programme management as well as a managerial role for the PMs in their team:
Overall the team supports 20 Project Managers and Project Coordinators.
The following table identifies the various categories of PM offerings that are available and
summarises for each offering the elements that are delivered as part of the service.
Deliverable
Project
PM
PM
PM
PM
of PM
Coordination
2-4 days
5-10
11-20
20+ days
purchased
days
days
Project
Initiation
Resource
Allocation
71

Process
Project Risk
Project Log
Process
(throughout
project)
Project
Definition
Email/phone as
point of
contact
Project
Initiation
Meetings by
conf call
Project
Initiation
Meetings on
72

Customer site
PID –
Project
Initiation
Document
Plan
MS Project
Project
Execution
On-Site
Project Review
Meeting x1
On-Site
Project Review
Meetings -
Multiple
Meetings by
Audio or Video
73

Conference
Status
Reports
Risk
Management
Issue
Resolution
Project
Review of
documentation
Project
Change Control
Process
Arrange
Equipment
Delivery
Handover to
74

Support &
Customer
Manageme
nt of Sub
contractors
Arrangemen
t of Customer
Training
Invoicing,
Stage Payments,
etc
Closure
Project
Completion
of works email
Final
Invoicing
75

Review of
Issue Log
Project
Closure Meeting
1.1.1.1
1.1.1.2 Programme/Project Management Services
ServiceID: PSN 4040
Programme/Project Management Service
Service Specification
Service Overview
When a Project Manager (PM) is assigned he or
she will be PRINCE2 accredited and knowledgeable in
delivering projects of a similar nature.
The PM divides the Project into discrete stages,
ensuring that agreement is reached at each stage with
the Customer which assists in the understanding of
project deliverables and confirming expectations are
matched throughout the project.
76

Interfaces
Account Manager, Service Delivery Manager and
Lead Solutions Consultant.
Dependencies
A Scope of Works is required to identify and
define an agreed requirement.
Lifespan
Contract term.
Minimum Term
Fixed project management program, as per the
scope of works.
Compliance
Services will be compliant to the sector specific
requirements as identified within the PSN Standards.
Overall compliance to CoCo where applicable.
Subcontractor
No
Termination
Payments and Notice
Logicalis will provide clear information as to
termination notice and costs including where any
termination points are within the ordered service
term.
Service levels
As per the contract for Professional Services.
Response time for
2 working days
77

confirmation of resource
availability
Initial Audit Meeting
Within 10 working days (3 days for small
requirement)
Deliverables
Project Management Package 2 – 4 days
The Project Office is responsible for managing
short term engagements. It is likely that a junior
Project Manager will be assigned to these activities. It
is also possible that the project management duties
will be allocated to the lead consultant or engineer. It
is unlikely that Project Managers will be engaged for
less than 2 days on any project.
Deliverables:
Ensuring resource allocated and booked
correctly;
Manage equipment deliveries;
Liaise deliveries and installation with customer;
Assessing and reporting progress;
Issue escalation & resolution;
Change Management;
Managing subcontractors, training, invoicing,
etc.
78

Project Management Package 5 to 10 days
Within the agreed 5 to 10 days project
management package, Logicalis provides a Project
Manager to coordinate and facilitate the timely and
successful delivery of the project. Generally meetings
are performed by audio or video conference although
for significant meetings such as the kick-off, the
project manager travels to the customer site.
Deliverables:
Primary point of contact for service delivery;
Attend initial kickoff/planning meeting;
Produce minutes from the planning meeting;
High level risk management and issue
resolution;
Produce and agree high level milestone plan;
Carry out mid project review & produce
minutes;
Provide formal project closure and agree follow
on actions;
Attending ad-hoc conference calls;
Project planning with MS Project;
Resource planning;
Assessing progress;
Issue escalation & resolution;
79

Change Management;
Managing subcontractors, training, invoicing,
etc.
Project Management Package 11 to 20 days
Logicalis provides a project manager to coordinate
and facilitate the timely and successful delivery of the
project. Generally meetings are performed by audio
or video conference although for significant meetings
such as the kick-off, the project manager travels to
the customer site.
Deliverables:
Primary point of contact for service delivery;
Attend planning meeting;
Produce minutes from the planning meeting;
Risk management and issue resolution;
Produce an agreed high level milestone plan;
Produce a project initiation document;
Produce and maintain the project log;
Produce highlight reports at agreed intervals;
Attend mid project reviews & produce minutes;
Provide formal project closure and agree follow
on actions.
Attending conference calls;
80

Resource planning;
Assessing progress;
Issue escalation & resolution;
Change Management;
Managing subcontractors, training, invoicing,
etc.
Project Management Package >20 days
Projects with >20 days of project management
time are medium and large projects usually requiring
a bespoke service suited to the requirements of the
customer and project. In order to scope out the
project management effort in these types of project it
is important to understand the customer’s
requirements. For example frequency of on-site
attendance, specific reporting requirements,
management of customer/3 rd party personnel, etc.
The Project Initiation Document, produced by the
Project Manager in the early stages of the project,
defines the scope of the project management
activities as well as the project itself.
Service Credits
Service Credit Regime
Not applicable fixed project management.
81

Service Management
Included Resources
Project Management
Account Management
Commercial Quote team
Security provisions
Services will be compliant to the sector specific
requirements. Minimum compliance will be PSN
design standard.
Pricing
Charging Model
As per Service Catalogue
Price Model
As per Service Catalogue
Ordering Procedures
Ordering will be via the Customer Portal.
Service commitment
Logicalis will provide the following
Delivery lead time
5 Days from the point of order
Delivery lead time
exceptions
Failure of the Partner Organisation to accept the
first three start dates offered.
Changes to order
As per the contract.
82

Customer obligations
Ordering
The PSN Agreement Number under which the
Order is being placed;
The Site where the services are required (full
postal address or addresses);
On site contact (including email address and
phone number) and Authorised Officer.
Transition
Transition
As per ISO standards
Methodology
Compliance
Services will be compliant to the sector specific
requirements as identified within the PSN LAN
Standard. Minimum compliance will be to technical
compliance to CoCo.
Subcontractor
No
Service Management
At Logicalis we deliver service design through to out-tasked/outsourced service operations against
the ISO 20000 standard.
83

Our accredited portfolio of core functions includes:
Service Design
Service Architecture
Logicalis service architects work with our customers to gain a complete understanding of their
requirement. They define the technical aspects of the service and produce the blueprint solution;
explaining the different support strategies we can offer and their viability with respect to the customer’s
business needs.
Logicalis designed solutions are underpinned by robust service models that support the client’s
business processes. This approach both informs stakeholders and assists maintainers, by assuring a fully
managed programme for all service functions, throughout the life of the contract.
84

The service architect manages the service design team to ensure that the service we provide meets
the customer’s current and future requirements.
Service Design
The service design team takes the preliminary service scope and works closely with the customer to
tailor the in-service support procedures such that they are aligned with their service requirement.
Service Design is delivered through the following functions:
Solution Design
The team expands on the service architect’s output to produce a high-level technical solution.
Process Design
The team designs the in-service support procedures that are specific to the customer’s service
requirement.
Measurement Systems, Methods and Metrics Design
The team defines the service reporting process by agreeing what data is to be captured, how that
data is to be captured, and how that data is presented. The data is used to underpin the continual
service improvement activity that is delivered throughout our partnership with the customer.
Management Systems Design
At the system design stage, our team ensures that the service management systems, tools and
human resources are in place. The team works closely with our service managers to refine the
85

customer’s requirements. This ensures that, as the service evolves to meet changing business needs, the
support we offer is always comprehensive.
Integrated Logistics Support (ILS)
ILS analysts take the service model, processes and technical architecture and then plan availability,
reliability and maintainability so as to capture the complete service envelope.
Service Transition
Service Transition Management
Logicalis Service Transition Managers manage the overall service integration (transition from design
to operations). The transition manager interfaces directly with the customer to ensure project risks,
issues and escalations are managed in alignment.
Logicalis understands the challenges and risks facing organisations as they implement complex
service solutions. Our expertise enables us to support both the full and partial integration of Service
capability.
Service Transition is delivered through the following processes:
Transition Support Plan Development
We produce a plan and schedule detailing the resources that are used to ensure the smooth
transition from service design to live operations.
Organisation & Service Change Coordination
86

Customer and Logicalis resources, identified in the service transition plan, are put in place to provide
support for the service in live operation.
Testing and Delivering the Service
Final checks and configuration are rigorously performed to ensure smooth transition into live
operation.
Logicalis is committed to providing a service transition phase that is consistent, controlled, and
creates minimum disturbance to day-to-day operations. We assure this control through the use of our
service introduction approach which ensures that:
• All processes, descriptions and work instructions required to support the service are
considered;
• Particular attention is paid to both environment and domain when defining support
processes that are fit for purpose across the totality of the customer’s operational envelope;
• Services are flowed into the live environment following a structured approach,
delivered against a tailored project management background.
1.1.1.2.1 Service Management Services
ServiceID: PSN 4041
Service Management Services
Service Specification
87

Service Overview
Logicalis service architects work with our
customers to gain a complete understanding of
their requirement. They define the technical
aspects of the service and produce the blueprint
solution; explaining the different support
strategies we can offer and their viability with
respect to the customer’s business need.
The service architect manages the service
design team to ensure that the service meets the
customer’s current and future requirements.
Interfaces
Account Manager, Service Delivery
Manager, Lead Solutions Consultant, Project
Manager.
Dependencies
‘Scope of Works’ is required which identifies
and defines the agreed requirement.
Service
thresholds/capacities
Services are delivered based on fixed
consultancy program.
Lifespan
Contract life.
Minimum Term
Fixed service management program, as per
the scope of works.
88

Compliance
Services will be compliant to the sector
specific requirements as identified within the PSN
Standards.
Overall compliance to CoCo where
applicable.
Subcontractor
No
Service term
As agreed
Termination
Logicalis will provide details with Order.
Payments and Notice
Service levels
As per the contract for Professional Services.
Response time for
2 working days
confirmation of resource
availability
Initial Audit Meeting
Within 10 working days (3 days for small
requirement)
Deliverables
Logicalis service architects work with our
customers to gain a complete understanding of
their capability requirement. The deliverables
89

are the following high level headlines which are
agreed with the scope of works.
Service Design:
Service Architecture;
Service Design;
Solution Design;
Processes Design;
Measurement Systems, Methods and
Metrics Design;
Management Systems Design;
Integrated Logistics Support (ILS).
Service Transition
Service Transition Management;
Transition Support Plan Development;
Organisation & Service Change
Coordination;
Testing and Delivering the Service;
Training.
Change
Managed through change control process.
Service Credits
Service Credit Regime
Not applicable.
Service Management
Included Resources
Resources included:
Service Management
90

Transition Management
Account Management
Commercial Quote team
Security provisions
Services will be compliant to the sector
specific requirements. Minimum compliance will
be PSN design standard.
Pricing
Charging Model
As per Service Catalogue
Price Model
As per Service Catalogue
Ordering Procedures
Ordering will be via the Customer
Portal.
Contractor’s Service commitment
Logicalis will provide the following
Delivery lead time
As agreed on order
Changes to order
As per the contract.
Customer obligations
91

Ordering
Via the customer portal and the service desk.
Logicalis will define the minimum required
information for the Order to be made including:
The PSN Agreement Number under which
this Order is being placed
The Site where the services are required (full
postal address or addresses)
On site contact (including email address and
phone number) and Authorised Officer
Testing
As per the agreed scope of works.
Transition
Transition
As per ISO standards
Methodology
Compliance
Services will be compliant to the sector
specific requirements as identified within the PSN
LAN Standard. Minimum compliance will be to
technical compliance to CoCo.
Subcontractor
No
92

Section 6
Training
Logicalis has proven experience in the provision of user and maintainer systems training.
We are able to tailor our training offering to meet the customer’s support requirements, throughout
the life of the Service.
We offer a diverse range of innovative training solutions that includes bespoke solutions and
freestanding courseware design and delivery.
Section 7
Managed Equipment Room Services
Logicalis provide CCTV and Physical Security Monitoring Provision Infrastructures which include both
traditional and IP based solutions. These solutions are designed for Customers, to their specific user
requirements and can include;
access control;
remote door opening;
automated gates and barriers;
image recording and archiving;
image recognition applications;
alarms and security monitoring;
93
supply of software; management tools;

test and analysis tools;
security and provision of associated products;
Managed Equipment Room Services Provision at below 2-2-x
Logicalis can provide Customer’s with solutions at a range of IL levels and can provide on site
solutions.
Managed Equipment Room Services Provision at 2-2-x
Where IL 2 solutions are required, Logicalis can provision with from within the PSN security
boundary attached to our PSAS architecture. This provides Gateway Services to the outside world should
unsecure interaction be required by our Customers.
Managed Equipment Room Services Provision at 3-3-x
LAN Provision
For IP based MER, the underlying LAN service functionality for 3-3-x networks must be provisioned
and the traffic encrypted.
The 2-2-x and 3-3-x networks on a site do not share the same active equipment and are provided
with physically separate LAN infrastructure. Although it is technically possible to share equipment, any
94

cost savings gained by so doing are more than offset by the additional management complication and
security risk in doing so.
Managed Equipment Room Services Provision at 4-4-x
Logicalis does not propose to provision Services at this Level.
How the relevant Impact Levels are to be achieved and the services accredited
Logicalis’ approach to meeting the needs of any client is based on a sound technology solution. The
full definition of this solution has to be both practical and cost effective.
This can only be achieved through the employment of skilled CLAS consultants to advise Logicalis on
the design and through working with the Accreditor to understand the risk profile and appetite within
the customer to accept and manage risk through non-technical mechanisms. Logicalis uses the retained
services of a third party CLAS consultant. This brings outside expertise with exposure to a range of
options to bear, and balancing the pressures with their wider credibility in the closed world of CLAS
consultants, ensures the solution is done in the correct manner for both the customer and the supplier.
The process to achieve the relevant impact levels is a standard approach:
Design with a security standpoint in mind;
Use products with appropriate accreditation where-ever possible;
Consider all aspects around secure design;
Undertake an IS1 risk assessment;
Construct the RMADS;
95

Agree with the Accreditor the components of the security solution that require mitigating
action or some form of waiver;
Submit for accreditation;
Annual review of RMADS with Accreditor.
At each stage the Accreditor will be engaged to offer advice as early in the design exercise as
possible.
Section 8
Hosted Managed Equipment Room
Logicalis can provide Managed Equipment Room Services Infrastructures, either as an on-site,
hosted or ‘as a Service’ delivering a highly secure, available, virtual, and sophisticated customer
interaction management solution.
access control;
remote door opening;
automated gates and barriers;
image recording and archiving;
image recognition applications;
alarms and security monitoring;
supply of software; management tools;
test and analysis tools;
96
security and provision of associated products;

Hosted Managed Equipment Room
Logicalis provides hosting services in accordance with the following:
Logicalis will:
• Provide the Hosting Services 24 hours per day every day of the week;
• Provide the Support Services during Normal Working Hours;
• Provide the Remote Hands Services [during Normal Working Hours] [24 hours per day
every day of the week];
• Use all reasonable endeavours to maintain the temperature within the Customer
Designated Area within the parameters described in Hosting Services and Service
Details;
• Provide the Remote Hands Service.
The Customer is entitled to locate and use the hosting equipment in the customer designated area
subject to and upon the terms of the final Agreement.
The Customer is entitled to allow Users to have access to the customer designated area and the
Logicalis Data Centre or to use the hosting services, subject to having obtained Logicalis’ prior written
consent, following the Permit to Work Procedure and completing the Permit to Work Form.
Logicalis will permit the Customer upon giving reasonable notice:
97

• to enter the Logicalis Data Centre during Normal Working Hours for the purpose of
inspecting the Hosting Equipment and allowing the Customer’s potential clients to inspect the
facilities provided by the Contractor; and
• to enter the Logicalis Data Centre at all times, 24 hours a day 7 days a week, for the
purpose of carrying out any necessary services, maintenance and/or repair to the Hosting
Equipment. In cases where emergency maintenance and/or repair work is necessary, the
Customer will give Logicalis a minimum of one hours notice.
Customer Obligations
The hosting equipment and additional hosting equipment will be at the customer’s risk at all times
and the customer will be responsible for insuring the hosting equipment and any additional hosting
equipment against all risks. The Customer will, in addition to the Charges, be responsible for all costs
(including costs reasonably incurred by the Contractor) associated with installing installation of the
hosting equipment, cables and other material and any additional hosting equipment at the Logicalis
Data Centre is out of scope.
The Customer will comply with the Data Centre Installation Standards set out in the Data Centre
Installation Standards in respect of all hosting equipment and additional hosting equipment.
Customers will not make any alteration or modification to the Logicalis Data Centre, or any of the
racks, storage facilities, fixtures and fittings or any other facilities provided by Logicalis.
98

The Customer will keep the Customer Designated Area clean and tidy and free from rubbish and
other debris and refrain from obstructing any doors or access to that space at all times.
The Customer will comply with the Acceptable Use Policy.
The Customer will not load the rack(s) in which the hosting equipment is installed in excess of the
manufacturer’s recommended maximum loading.
Use of Electrical Power
Pricing includes a charge for the usage of electrical power up to the maximum amount stated in Colocation
Services and Service Details.
Logicalis may also make an additional charge for, or grant a rebate against the charge for, the
Customer’s actual usage of electrical power at the end of each quarter.
The Customer acknowledges that should it wish to install additional hosting equipment, Logicalis
cannot guarantee to provide electrical power in excess of the electrical power provision.
Service Level
Logicalis will perform the Hosting Services in accordance with the service level requirements set out
in Co-location SLA.
99

Relocation of Hosting Equipment
Logicalis may, having given the Customer as much notice as is reasonably possible in the
circumstances, relocate the hosting equipment to another area within the Logicalis Data Centre, which
will upon moving to it, become the customer designated area. Logicalis will arrange and pay for the
relocation of the hosting equipment to the new customer designated area and will provide the hosting
services at the new customer designated area.
Removal of Hosting Equipment
On expiry, or termination of the service, the Customer will be solely responsible for the removal of
the hosting equipment from the customer designated area within fourteen (14) days of the date of
termination or expiry.
Logicalis may disconnect, switch off or remove any of the hosting equipment at any time without
the prior approval of the Customer if it is necessary to take such action immediately in order to protect
health and safety or to prevent damage to the customer designated area, or the Logicalis Data Centre.
Disaster Recovery
Any disaster recovery requirements will be subject to a separate quotation and a specific contract
for such purposes between Logicalis and the customer. Unless specifically listed in the service schedule,
Logicalis does not provide any disaster recovery services as part of the standard co-location agreement.
100

System and Security Requirements
Logicalis will be responsible for providing physical and electronic security systems for the Logicalis
Data Centre perimeter and common areas leading up to the customer designated area. Logicalis will
provide physical access and security controls will comply with the Security Policy applicable to the
customer designated area.
Reporting and Reviews
Logicalis will, on a quarterly basis, provide the reports relating to the hosting services as set out in
the hosting SLA.
Logicalis and the Customer will meet regularly at mutually determined times and intervals to discuss
and review reports that Logicalis will present regarding any incidents that may have occurred and the
general state of the Logicalis Data Centre.
Hosting SLA
Service Level Requirements
Logicalis will perform the Hosting Services in accordance with the service level requirements set out
below and if Logicalis fails to perform, the Customer will be entitled to receive the service credits set out
below. If one failure or incident leads to two or more service credits being payable only the higher or
highest service credit will apply.
101

Power
y
Categor
Description
Level
Service
Measure
ment Period
Service Credit
Power
Simultaneous
100%
Quarterly

location Fee;

credit of quarterly Colocation
Fee;

• description of problem;
• estimated time of resolution.
The following steps will be taken when the Customer reports an incident:
Sev
Description
Cove
Resp
Resolu
Work
Custo
Time
erity
rage
onse
tion Time
Effort
mer
-based
Level
Time
Status
note
Updates
S1
Customer’s
24x7 15
1 hour 24
Every
15
Service is not
minutes
hours per
hour
minutes:
operational and
day until
the
no workaround
resolution
Logicalis
is possible
or change
Service
of
Desk
severity
2
hours:
Logic
alis Data
105

Centre
Manager
4
hours:
Servi
ces
Director
S2
Customer’s
24x7 1
2
16
Every
1
Service is
hour
hours
hours per
2 hours
hour: the
operational but
day until
Logicalis
performance is
resolution
Service
seriously
or change
Desk
degraded. If a
of
workaround
severity
has been
4
provided, the
hours:
loss of
Logic
performance
alis Data
can only be
Centre
sustained for a
Manager
106

few Working
Days.
1
Working
Day:
Servi
ces
Director
S3
Customer’s
24x7 2
4
Stand
Every
1
Service is
hours
hours
ard
4 hours
Working
operational.
Working
Day: the
However a
Day
Logicalis
problem has
Service
been identified
Desk
that causes
slight
degradation in
2
performance. A
Working
workaround is
Days:
available.
Logic
alis Data
Centre
107

Manager
5
Working
Days:
ces
Servi
Director
Scheduled Maintenance
follows:
Logicalis will notify the Customer regarding maintenance of the Logicalis Data Centre as
Type of Maintenance Description Notification Period
Routine maintenance
with no likely affect on RICS
Routine
Designated Area; and
maintenance which is part of
the Contractor’s PPM
No notification required
Standard Routine maintenance 14 day advance
108

and repair which the
notification
Contractor believe may
involve an outage
Urgent
Repair needed urgently
1 hour advance
notification
Emergency
Repair or other action
needed on health and safety
or security grounds.
No advance notification
required but the Contractor
will notify Customer as soon
as is reasonably practicable
Reporting
Logicalis will provide the following reports and documents within ten (10) Working Days of each
month end:
• Power Distribution Unit (PDU) meter readings in Amps (A) of electrical load for each
PDU, both primary and redundant, together with the previous months’ readings.
• Monthly details of temperature within the customer designated area recorded.
• Access register for the customer designated area together with all requests for access by
both the Customer and Non-Customer personnel including those where access may
have been due to an emergency situation.
• Log and/or register of all remote hands services requests.
109

Business Continuity and Disaster Recovery
Logicalis will have in place a business continuity and disaster recovery plan which it will make
available to the Customer for review. The business continuity plan / disaster recovery plan will:
• address all critical functions and operations of the services used by Customer;
• specify recovery time frames for each critical function and operation used by
Customer;
• be thoroughly tested at least annually; be regularly updated to the extent necessary.
Remote Hands Services
Logicalis will provide the remote hands services consisting of technical support for basic operational
functions, and diagnostic and repair activity for hosting equipment, facilities, spares and other materials
owned or leased by the Customer.
Logicalis will charge for the remote hands services in accordance with the rates in the Service
Catalogue.
Logicalis will be contactable 24 hours a day, 7 days a week and will provide remote hands services
24 hours a day, 7 days a week if required.
Logicalis will relay on request and on receipt of instructions from the Customer:
• the visual status of hosting equipment to assist in remote troubleshooting;
110

• undertake basic remedial tasks on hosting equipment;
• power cycle hosting equipment when and should the need arise; unload/load data tapes
at the Customer tape library equipment.
Logicalis will conduct physical layer testing and test and confirm that all cross-connects are
functioning normally to the patch panel in the Logicalis Data Centre.
Logicalis will install and maintain cabling at additional charges in respect of the following:
• install copper patch cords between devices in the customer designated area;
• install fibre patch cords between devices in the customer designated area;
• source and provide copper and fibre replacement patch leads and cables at the
Customer’s request;
• install or patch copper or fibre patch cords at the Customer’s request;
• troubleshoot physical layer issues with fibre and copper.
The Customer may elect to have Customer materials such as data tapes delivered to, configured at,
installed at, stored at, maintained at, serviced at, and/or shipped from the Logicalis Data Centre.
Logicalis Hosting and aaS Security
Logicalis can locate our Data Centre within the Security Boundary of the PSN and can therefore
provide Hosting and aaS at IL2-2-x and IL 3-3-x in accordance with:
111

HMG CESG/CPNI Guidance
NIST Guidelines
Industry best practice
In order of preference and where available.
Section 9
Provision of Managed Equipment Room Services as a Service
Logicalis provides the following services as a Service through our PSAS platform.
Day to Day Operation & Service Management
As defined within the Managed Services.
Information assurance – Impact Level (IL) at which the G-Cloud Service is accredited to hold and
process information
Logicalis does not formally hold accreditations for this service, however the security architecture
under which the Cloud operates has been modelled on the Welsh PSBA architecture which has been
accredited up to IL3.Our expectation is that CESG would have no issue with accrediting Logicalis’
Cooperative Cloud.
Having been awarded G-Cloud status, Logicalis is working towards this accreditation.
112

As a Service SLA
This section defines the Service Level Agreement (SLA) between the Customer and Logicalis for the
delivery of the Services.
This SLA identifies and defines the Service Levels to be provided by Logicalis to the Customer in
respect of the monitoring, maintenance, management and provision of the Services. Logicalis will be
responsible for the provision of the Services in accordance with this SLA.
Availability Definition and Service Levels
Definition: The following formula will be used to calculate Availability for each individual Service for
the measurement period expressed as a percentage:
where:
c = number of hours of service during the measurement period (e.g. 31 days per month, 24 hours
per day = 744)
f = duration (measured in hours) within the measurement period during which an individual Service
was not available (i.e. did not respond to a poll)
k = duration (measured in hours) within the measurement period during which an individual Service was
unavailable due to circumstances beyond Logicalis’ control.
Availability metrics for the Services are detailed below:
113

Service Component
Availability Metric
MER as a Service 99.99%
Should more than one SLA metric be applicable to any one element of the Service, only the lowest
SLA metric will apply to that element of the Service.
Should the failure of a Service be caused by the failure of an Enabling Service, only the failure of the
Enabling Service will be applicable for Service Credits
Service Interruptions
Planned maintenance of the hosting equipment, facility, software or other aspects of the services
that may require interruption of the service will not be performed during normal working hours.
Logicalis may however, interrupt the services outside of normal working hours for planned
maintenance, provided that it has given the Customer at least three days' notice. Any maintenance
events which occur during normal working hours, and which were not requested by the Customer, will
be considered downtime for the purpose of service availability measurement. Logicalis will at all times
endeavour to keep any service interruptions to a minimum.
Service Reports
114

Logicalis will provide the following monthly reports:
MER as a Service
Service reporting:
Service availability for the month;
Summary of Incidents in the month (total Incidents, % within SLA);
Contract Management
Service reporting:
Number of MACS implemented in the month;
Number of additional MACS purchased in the month;
Number of unused MACS carried forward to next month;
Service Credits payable.
Service Credits
To be agreed with Customer.
Service Management
Service Management will be in line with the processes defined within our Support Services.
115

Logicalis Hosting and aaS Security
Logicalis can locate our Data Centre within the Security Boundary of the PSN and can therefore
provide Hosting and aaS at IL2-2-x and IL 3-3-x in accordance with:
HMG CESG/CPNI Guidance
NIST Guidelines
Industry best practice
In order of preference and where available.
Section 10
Support Services
Logicalis is able to provide differing levels of support services for MER solutions, including all
network, CCTV, data centre and storage fabric elements and interfaces to other systems – firewalls etc.
Support services include Break/Fix Maintenance and Fully Managed Services.
Customers are offered the flexibility to mix and match these services within their estate.
Break/Fix Maintenance
1.1.2 Parts Replacement & Reactive Break/Fix
Logicalis offers customers the ability to maintain their estate through a reactive support contract
providing either a ‘parts replacement’ service or a ‘break/fix’ service where Logicalis provides
replacement parts and an engineer to correct any faults.
116

These services are modular and can be tailored to meet exact fix time requirements based on each
unit of hardware covered, depending on the business critical nature of that piece of hardware and the
SLA required.
1.1.3 Support of Legacy Equipment
Where Logicalis is assuming support for legacy equipment, Logicalis audits the estate. The audit
provides us with a base inventory to work from.
On completion of the audit, the equipment list is analysed to identify those with a simple cost
effective support route, normally with a vendor involvement for software and third line
support. Products which are more difficult to support will require analysis to ensure the best support
service such as using legacy spares holdings or replacement with new, on failure.
1.1.4 Take-on of Existing Equipment
The first stage of the take on of existing environments is to ensure the current standards actually
fulfil service to a best practice standard. This is important to understand the potential costs of the setup
of a service and also allows analysis of the gap between the standard and the current solutions that are
in place.
Should a full refresh be required this is undertaken through a consultancy process and charged in
accordance with the rate card included in the Service Catalogue. Consultants used for this exercise are
qualified with vendor accreditations for the equipment specified.
1.1.5 Service Levels
Hours of cover can be split across three different services levels:
117

24x7;
8 am to 6 pm (in hours operation);
6 pm to 8 am (out of hours operation).
1.1.6 Fault Reporting and Diagnosis
In the event of the Customer detecting any fault in the maintained equipment the Customer will
notify Logicalis’ Service Desk during cover hours specifying the maintained equipment concerned, the
serial number(s) and site address and whatever information is available regarding the fault, including
any results of any the Customer-performed diagnostics.
Following the reporting of a fault by the Customer (or the detection of a fault by Logicalis through
monitoring of the Equipment where this service is provided) Logicalis will raise an incident on the
Incident Management System (IMS).
The Service Desk will assess the nature of the fault giving rise to the incident and attempt to provide
a resolution.
Initially, the Service Desk and the Customer may if necessary conduct a discussion over the
telephone, or an exchange of emails, to attempt to carry out diagnosis and resolution of the fault in
question.
The Service Desk may also use remote access to carry out diagnosis of faults; subject always to
complying with pre agreed security controls.
Logicalis will be responsible for notifying the Customer of the incident reference number, entering
updates on the IMS regarding the status of the Incident, resolving the fault remotely and or dispatching
an engineer and/or replacement parts to Site.
118

Following resolution of the fault giving rise to an Incident, the Service Desk will be responsible for
obtaining the Customer’s agreement that the fault has been resolved to the Customer’s
satisfaction. Logicalis will record who, at the Customer, agreed that the fault had been resolved in the
call log comments. The log will then be closed.
If Logicalis diagnoses that the problem lies with equipment that is not Maintained Equipment it will
confirm this with the Customer to update and close the Incident.
1.1.7 On Site Services
Any part of the Maintained Equipment which develops a fault will at Logicalis’ option either:
Be repaired; or
Be replaced by parts with equivalent functionality on an exchange basis, whereby the removed part
will become the property of Logicalis and the replacing part will become the property of the Customer
(if the Customer does not to allow the removed part to be taken by Logicalis then Logicalis reserves the
right to charge the Customer for the replacing part); or
Be replaced by parts with equivalent functionality on a loan basis, whereby Logicalis will continue to
own the replacing part and will repair and reinstall the original part as soon as is reasonably possible.
The services include the replacement of disk drives subject to the Service Exceptions and provided
that the fault is not caused by the use of storage media not recommended by Logicalis. Should a
replacement disk be required, Logicalis will, at the request of the Customer, reinstall the operating
system.
If a service call is made and Logicalis is unable to gain access to the Maintained Equipment, Logicalis
reserves the right to charge for any call-out at Logicalis’ then standard time and materials rates.
119

1.1.8 Advance Hardware Replacement
Logicalis will supply replacement parts to the Customer to replace the Customer’s faulty Maintained
Equipment before, or at the same time as the Customer returns the faulty equipment to Logicalis.
Logicalis retains the right to charge the Customer for the replacement part or an equivalent piece of
equipment with similar specification should the Maintained Equipment in question not be returned to
Logicalis within five (5) working days of delivery of the replacement part.
The Customer will retain all packaging for the replacement part provided in accordance with this
paragraph and re-utilise the same, or provide packaging of similar performance for the return of
Maintained Equipment. The Customer will take all due care to pack the faulty Maintained Equipment in
such a way as to protect it from damage during transit.
Logicalis will pass to the Customer so far as it is legally able to do so, any warranty provision
applicable to the replacement part and provided by the original manufacturer of the replacement part.
1.1.9 Service Exceptions
Logicalis will not be obliged to provide Services to remedy faults in the Maintained Equipment
caused by:
1. Installation or repair of the Maintained Equipment (including electrical work) by someone other
than Logicalis;
2. Failure to comply with the conditions of use of the Maintained Equipment or (save where the
Maintained Equipment is also Co-location Equipment) environmental conditions as set out in the
manufacturer’s documentation;
3. Accident, fire or water damage, neglect, misuse or abuse of the Maintained Equipment other than
by Logicalis;
4. The relocation, modification or addition to any of the Maintained Equipment without the approval
of Logicalis or a defect caused by equipment not supported by Logicalis or by any other service not
performed by Logicalis;
120

5. Use or connection of the Maintained Equipment to or with software or equipment not suitable for
such use or connection or which interferes with the proper functioning thereof, other than by
Logicalis;
6. Maintained Equipment is End of Life. Logicalis will use reasonable endeavours and in accordance
with the original manufacturers recommendations advise the Customer when Maintained
Equipment is coming towards its end of life to give the Customer an opportunity to bring the
Maintained Equipment up-to-date;
7. The Customer failing to implement Quality of Service on its data network as required to operate a
Voice Service.
The Services do not include:
Supply of consumables;
Replacement of impact or inkjet print heads;
Replacement of laser printer fuser units or transfer/pick up rollers;
Replacement of flat screens, displays or liquid crystal displays;
Repair or replacement of additional items installed in PCs or servers unless the item is listed
on the Equipment Schedule or fitted as standard by the manufacturer;
Failures caused by faulty media.
If on investigation Logicalis reasonably determines that a fault is as a result of any of the matters
referred to in the Exceptions then the Customer will pay Logicalis for all time and materials reasonably
expended by Logicalis in investigating the same.
Logicalis will not be obliged to provide Services at any Site if Logicalis reasonably considers that the
conditions at the Site represent a risk to the health or safety of any Logicalis personnel.
1.1.10 Access to the Sites
Where Logicalis requires access to the sites in order to remedy a fault or suspected fault in the
Maintained Equipment it will arrange such access via the Customer. The Customer will provide Logicalis’
Service Desk with all necessary information to enable Logicalis’ representative to gain access to the
relevant Site, including site rules and security arrangements, the name and telephone number of a
contact at the Site, parking arrangements, specific access requirements for the Site and any out of hours
access arrangements which apply.
121

Logicalis will abide by such health and safety, site access and security procedures of the Customer as
are made known to Logicalis in advance.
1.1.11 Escalation
Logicalis has a published escalation procedure and will implement this escalation procedure in
agreement with the Customer.
1.1.12 Additions and Deletions
The Customer may add Equipment to or delete Equipment from this Agreement in accordance with
the Additions and Deletions of the main contract.
1.1.13 Contractor Items
Logicalis Items remain the exclusive property of Logicalis. The Customer may use such Logicalis
Items only for activities related to the Services and may not modify, remove or transfer Logicalis Items
or make them, or any resultant diagnostic or system management data, available to other parties
without Logicalis’ written consent. Upon termination of this Agreement the Customer will, at Logicalis’
option, destroy or return all Logicalis Items in its possession.
1.2 Fully Managed Services
This service provides pro-active life-cycle management of the Customer’s infrastructure and is
delivered to compliment the work of the ICT department. It takes away their day-to-day operational
tasks and is serviced by front-line MSC staff providing first and second line support services backed up
by a third line support team and 4th line going backed off to the equipment vendor or manufacturer.
122

The service is typically provided remotely, but can be enhanced by the deployment of on-site
resource which may involve TUPE considerations.
The remote and on-site resources operate the same toolsets and processes across the infrastructure
management service, utilising Logicalis’ Enterprise Class Management platforms including CA’s Spectrum
Infrastructure Manager and eHealth Performance Manager.
Logicalis provides a front-line Single Point of Contact (SPOC) for the infrastructure which can include
the management of third party resolution agencies. This ensures consistent and effective service
management.
The Fully Managed Service includes the following:
equipment procurement;
implementation services;
comprehensive 24 x 7 monitoring service;
incident monitoring and notification;
liaison with 3rd party resolution agencies such as carriers for line faults etc;
hardware break/fix service;
configuration backup and archival ;
standard or enhanced Service Management – Service Delivery Manager (SDM);
o regular service reviews
o service review reports;
o incident management visibility;
o performance reports through portal
additional Enhanced Level Services;
full incident and problem management;
managed change control;
o configuration management;
o moves, adds and changes;
o patch and release management advice;
123

service:
The following Service Matrix summarises the service components that are provided as part of this
Service Component
MER
Service Delivery Management
Service Desk
Incident Management
Problem Management
Maintenance
Proactive Monitoring
Change Management
Configuration Management
Capacity Management
Release Management
Supplier Management
Service Reviews & Reporting
124

Continuity Management
Equipment Reporting
Service Credits
Continuous Service Improvement
Escalation Management
Performance Standards
Logicalis will provide the Services in accordance with the performance standards as set out in this
section and in the Maintenance Services section. Where applicable, Logicalis’ failure to meet a Service
Level will entitle the Customer to receive the financial credits.
Service Desk
Service Responsibilities
A service desk facility will be provided within the MSC that will act as the focal point for the
management and delivery of the Services.
The service desk will co-ordinate the actions of the support staff, both on the Customer’s site and its
own site, in the delivery of the Services.
125

The service desk will interface with the Customer’s own service desk facility and not directly with
the Customer’s end users.
Hours of Cover
The following table details the hours of cover for the above service elements:
Service Element Hours Days
Service Desk availability 24 per day 7 per week
Service Level Targets
The service desk will be staffed by appropriately qualified personnel.
the Customer Responsibilities
the Customer will provide its own service desk facility that will be the first line of support for
its end users.
1.2.1 Incident Management
The Logicalis Incident Management process for PSN is owned and operated by the MSC and Service
Desk. The MSC and Service Desk have a defined Disaster Recovery plan, so that in the event of a disaster
service delivery and support functions can be moved to an alternate location, or otherwise switched
across to another Service Centre.
126

Logicalis acts as a seamless extension of the existing service management regime, interfacing with
the Customer through clearly defined demarcations of responsibility, informational exchanges and –
where relevant - common process workflows.
127

Logicalis’ standard service operating model is to provide a 2nd line Service Desk that integrates into
a customer’s internal 1st line IT Service Desk (in this case the Customer). As such, we are experienced in
understanding how to construct (or integrate into) common end-to-end service delivery and support
processes that involve multiple parties taking part in multiple workflows, and the importance of
demarcations of responsibility, handover regimes, and stop clock procedures. This involves providing an
integrated peer-to-peer support environment (as can be seen from the diagram above) based on robust
Service Desk processes and a Service Delivery Management and governance overlay.
Logicalis utilises our standard ITIL based processes and systems to manage faults and incidents as
required. Using our service management system Logicalis manages incident notification, the stopping
and starting of support clocks and any escalations required (both internally and with the Customer). The
system is also used to manage any Operating Level Agreements with the Customer. Monthly service
reviews present the opportunity to identify, review and address any issues related to the operational
interface between Logicalis and the Customer.
The referential integrity of incident ticket data will be maintained between Logicalis and the
Customer, with incident references from the respective Service Management systems being recorded
for any given incident.
As described earlier, integration of the Logicalis and the Customer’s service management systems
(for incident ticketing) is possible, either by API, scripting, automated e-mailing of incident event data, or
otherwise manual entry. Further dialogue is required to determine the most appropriate and effective
mechanism to achieve timely population of the respective systems with information relating to any
given incident, and ensuring referential integrity between the two.
128

During the transition phase, a Service Definition Document and ‘Run Book’ is compiled, which
defines all the operational touch points between Logicalis, the Customer, the processes for exchange of
information and data, and any process or procedural anomalies that need to be taken into account with
this particular Service. It is during this phase that requirements such as support scripts is captured and
defined to assist the Customer with identification, triage and classification of issues at the 1 st line.
A flexible approach is also taken to report generation, allowing specific metrics to be reported on
directly to the Customer. The Service Delivery Manager is as the operational liaison between Logicalis
and the Customer for matters of process, governance and escalation.
Service Responsibilities
Logicalis will provide, manage and support an incident management service through the service
desk that will be the focal point for managing the resolution of incidents in accordance with service
levels agreed between the Customer and Logicalis.
The incident management service will be available on a 24 x 7 x 365 basis for incidents to be raised
by authorised Customer staff, the Customer’s 3rd party staff and Logicalis’ own support teams.
The following methods of raising incidents within Logicalis’ incident management service will be
provided:
By telephone call to Logicalis’ service desk;
By email to Logicalis’ service desk;
By raising an incident in the Customer’s service desk;
By capturing an alert from Logicalis’ management platform.
129

Logicalis’ service desk will proactively update the relevant the Customer teams of the progress of
incident resolution at the agreed intervals.
Logicalis’ service desk will be responsible for obtaining agreement from the Customer’s incident
owner that the fault has been resolved to their satisfaction. Only once confirmation has been received
will the incident be marked as “closed”.
Where any incident is discovered in software forming part of the Equipment which cannot be fixed
by replacing any units or parts of the Equipment, Logicalis will use its reasonable endeavours to provide
a work-around and to obtain a permanent solution from the Equipment manufacturer.
Connectivity Services
It will be the responsibility of the Customer to arrange the provision, installation and maintenance
of the network services and associated termination equipment necessary to connect the infrastructure
in Logicalis’ Data Centre to the Customer locations. Payment for all such works and services will be the
responsibility of the Customer.
The Customer and/or their nominated network service provider will liaise with Logicalis to ensure
such network services conform to the standards required by Logicalis for performance of the Services.
The performance of such network services will not be the responsibility of Logicalis, nor will Logicalis
be liable for any service credits for the non-performance of such services.
If Logicalis determines that an incident relates to equipment or services which are maintained or
provided by the Network Services Provider, or otherwise that an Incident requires intervention from the
130

Network Services Provider for it to be resolved, Logicalis will, subject to the Customer’s Responsibilities,
liaise with the Network Services Provider to assist in resolution.
Hours of Cover
The following table details the hours of cover for the above service elements:
Service Element Hours Days
Management of Incidents 24 per day 7 per week
Service Levels, Hardware
The following service levels will apply for incident management of the hardware, service & remote
management hardware and DC LAN switching hardware, where:
Target Remote Response Time is the time for an engineer to begin investigation of an
Incident;
Target Resolution Time is inclusive of Target Remote Response Time;
Target Resolution Time includes any requirement for attendance to site.
131

Priority
Level
Definition
Target
Remote
Response
Time
Target
Resolution
Time
P1
Serious business impact affecting
30
3 hours
-or-
Critical
production systems and cash flow is
affected.
Example: complete system
minutes
(24 x 7)
(24 x 7)
failure, network down, total or major loss of
functionality, one or more server outage,
major business affecting problem where
production is severely affected (for instance;
loss of site, line or equipment).
P2
Significant business impact on
1 hour
6 hours
-or-
production or cash flow is affected.
(24 x 7)
(24 x 7)
Major
Example: Extremely slow system
performance, an element of functionality is
down or has a bug. Partial outage - Severe
limitation to customer operations caused by
a degraded network or server. Production is
capable but business is affected.
132

Priority
Level
Definition
Target
Remote
Response
Time
Target
Resolution
Time
P3
Serious impact affecting a single
5 hours
10 hours
-or-
customer or group.
(Normal
(Normal
m
Mediu
Example: Extremely slow system
performance, a piece of functionality is
down or has a bug. Component failure,
Office Hours)
Office Hours)
infrastructure problem or functional loss
resulting in limitations to customer
operations.
P4
Impact on single customer or isolated
10 hours
24 hours
-or-
device.
(Normal
(Normal
Minor
Example: Problem or incident where
single users can operate some of the system
Office Hours)
Office Hours)
activities normally, but a definite problem is
identified. Assistance is required to aid in
troubleshooting.
133

The service levels specified above will not apply to equipment that is obsolete and/or not eligible for
active support from the corresponding Vendor; in which case all support will be provided on a
reasonable endeavours basis.
KPI, Service Levels, Reporting
include:
Metrics used to evaluate the effectiveness and efficiency of the service model integration will
Percentage of incidents resolved/reclassified by the Customer’s Help Desk through use of
support scripts
Number of incident ticket reference codes incorrectly logged
Number of staff suggestions, requests for transfer, disputes etc.
The following KPIs will apply for incident management of the hardware, service & remote
management hardware and DC LAN switching hardware:
134

Priority
Level
Definition
Target
Diagnostic
Time
Customer
updates
P1
Serious business impact affecting
1 hour
Every 30
-or-
production systems and cash flow is
affected.
(24 x 7)
minutes or on
status change
Critical
Example: complete system
failure, network down, total or major loss of
functionality, one or more server outage,
major business affecting problem where
production is severely affected (for instance;
loss of site, line or equipment).
P2
Significant business impact on
2 hours
Every 30
-or-
production or cash flow is affected.
(24 x 7)
minutes or on
Major
Example: Extremely slow system
performance, an element of functionality is
status change
down or has a bug. Partial outage - Severe
limitation to customer operations caused by
a degraded network or server. Production is
capable but business is affected.
P3 Serious impact affecting a single 6 hours
Every hour
135

Priority
Level
Definition
Target
Diagnostic
Time
Customer
updates
-or-
customer or group.
(Normal
or on status
Mediu
Example: Extremely slow system
Office Hours)
change
m
performance, a piece of functionality is
down or has a bug. infrastructure
component failure, network problem or
functional loss resulting in limitations to
customer operations.
P4
Impact on single customer or isolated
12 hours
On status
-or-
device.
(Normal
change
Minor
Example: Problem or incident where
single users can operate some of the system
Office Hours)
activities normally, but a definite problem is
identified.
Service Levels, IP Recording and Quality Monitoring Hardware
The following service level targets will apply for Incident Management of the IP Recording and
Quality Monitoring hardware:
136

Fault
Category of Impact
Target
Target
Severity
Response
Resolution
Time
Time
P1
Major impact to system; e.g., lines not
Up to 6
5 days
-or-
being recorded
Hours
Critical
P2
Some impact to system; e.g., recording
Up to 10
20 days
-
okay but no playback available or quality
Hours
or-
very poor
Major
P3
Some impact to system; e.g., Recording
Up to
40 days
-or-
and playback working, but other features not
Hour 48
working
Mediu
m
P4
No functionality loss - recorder works
Up to
40 days
-or-
with no degradation of service but a minor
Hour 48
fault or query
137

Fault
Category of Impact
Target
Target
Severity
Response
Resolution
Time
Time
Minor
Resolution
Following the diagnosis of the cause of a fault in the Equipment Logicalis will either:
1. Where Logicalis considers that the fault can be remedied remotely Logicalis will use remote access
to the Equipment to attempt to remedy the fault, subject always to Logicalis complying with preagreed
security controls; or
2. Where Logicalis considers that the resolution of the fault requires on site attendance and Logicalis
has contracted to provide on-site break/fix maintenance to the Customer then Logicalis will initiate
a response in accordance with the Maintenance service;
3. Where Logicalis considers that the resolution of the fault requires on-site attendance and Logicalis
has not contracted to provide on-site break/fix maintenance to the Customer then Logicalis will
either inform the Customer or contact the relevant third party resolver group as previously agreed
with the Customer.
Customer Responsibilities
The Customer will provide its own incident management process and function into which Logicalis
will interface;
The Customer will procure that the Network Services Provider will accept fault calls from Logicalis
and will provide Logicalis with such management information as Logicalis reasonably requests in order
to fulfil its obligations.
138

1.2.2 Problem Management
below.
The problem management process which Logicalis operates is shown in the workflow diagrams
Problems are defined as the unknown underlying cause of one of more incidents, and a problem is a
Known Error when the root cause is known and a temporary or a permanent alternative has been
identified. As such, Logicalis employs Problem Management to minimise the effect on users of defects in
services and within the infrastructure.
The problem management process is instigated in all cases of recurring incidents, and in cases
where a temporary work-around has been applied to close an incident and a permanent fix is required.
Ownership of any particular problem depends on the nature and origin of the problem.
The objective of Logicalis’ problem management process is to ensure that any problem is captured,
properly identified, effectively resolved and its root causes established, so as to prevent recurrence,
interruption to, or degradation of the service.
139

In many cases a problem will have been identified through two or more incidents having been
recorded and identified in the incident management database. However, this does not preclude anyone
identifying a potential problem and escalating it to the Problem Management Forum.
The problem reporter ensures that the problem is registered and sufficient information is recorded
in the problem management database. If the problem reporter does not have direct access, the problem
should be reported via the MSC Service Desk. Once the problem is recorded it is escalated via priority e-
mail, with the subject ‘Problem Alert No. XXX’, to the group address ‘Problem Management Forum’.
Upon receipt of a ‘Problem Alert’ e-mail, the leader of the problem management forum will convene
a ‘Virtual’ meeting to address the problem.
The Problem Manager will feed back to the forum when the problem is believed to be resolved. At
the earliest opportunity the forum will review the records for each problem and agree closure. The
Known Error Database is updated.
140

Where a Problem has created an adverse situation between Logicalis and its Client, this is managed
through the Critical Accounts Process. Action is taken by the Forum to minimise the risk of recurrence
and to decide on any system or process improvements.
The Forum regularly convenes on a monthly basis to discuss:
Trend and Pattern Analysis - Analysis of reports from the Known Error Database, to ascertain if
there are high level Problem patterns which require a broader approach. Where a higher-level
technical change is deemed appropriate, and has not been covered during Problem resolution, a
change request may be a submitted by a person nominated by the forum, and submitted in
accordance with the Change Control Procedure.
Continuous Improvement - Analysis of any non-technical, process, system or organisational
issues identified during the problem management process. Where potential improvements are
identified these are agreed with the relevant department or team manager and recorded in the
Continual Service Improvement Plan (CSIP) for action.
Captured incidents are reviewed for similarities and the root causes identified. If this activity fails,
the problem is reviewed and - if necessary - escalated in order to categorise the incident and apply
appropriate resolution activities. Service Desk systems enable agents to translate incidents into problem
records and as a result, helping in the tracking, notification, escalation, allocation and resolution of
future incidents.
In the case of major problems, a major problem review is undertaken after each occurrence, and
reported upon at the next scheduled service review meeting, to ensure the Customer is aware of the
steps taken and the plans put in place to avoid recurrence of the problem.
141

Problem Management
Logicalis also maintains a knowledge base of Problem data in the form of a Known Error Database,
for referral to by service desk agents to allow quicker diagnosis and resolution if problems re-occur.
142

KPI, Service Levels, Reporting
include:
Metrics used to evaluate the effectiveness and efficiency of the problem management process will
Percentage of incidents defined as problems
Number of problems logged
Number of problems fixed
The number of Major Problem Reviews completed successfully
Number of problems outstanding.
Service Responsibilities
Where service is restored but an underlying fault still remains the Customer will invoke the
Customer’s problem management process.
Remedial action for hardware faults: Logicalis will manage the resolution of the fault through its
own resources or through 3rd party suppliers as appropriate.
Remedial Action for software faults: Logicalis will take appropriate remedial action to modify,
restore or upgrade the device configuration, or provide a software work around, working with 3rd party
suppliers and manufacturers as required.
Logicalis will undertake all reasonable appropriate remedial action to diagnose and resolve
problems that have been reported to the Customer’s Service Desk and assigned to Logicalis.
Hours of Cover
143

The following table details the hours of cover for the above service elements:
Service Element Hours Days
Problem management availability
09.00 –
17.00
Monday -
Friday
Implementation of a change to resolve
the problem
24 per day 7 per week
Service Level Targets
There are no specific metrics governing the delivery of this service element.
Customer Responsibilities
The Customer will provide its own change management process and function into which Logicalis
will interface.
1.2.3 Escalation
Using standard processes Logicalis will ensure that the correct level of management visibility of
incidents is maintained at all times to ensure a swift response to service problems when they arise.
144

The Logicalis MSC will perform initial incident diagnosis, triage, classification and initial resolution
attempts. Where Level 2 support is required, incidents are escalated to the appropriate Logicalis
Engineering Support Group, where skilled and experienced engineering staff investigates incidents
further.
If required, highly skilled technical resources (typically at CCIE level for Cisco equipment) will provide
Level 3 support and if necessary escalate to the corresponding vendor for Level 4 support.
Whilst this is the internal, technical escalation route associated with incident management, there is
a comparable customer-driven escalation route that keeps the Customer notified of incident progress,
allowing decisions to be made on the setting of priorities and the allocation of additional resources
when required.
Out of hours, escalation is to the Customer’s Service Duty Manager or an appropriate contact in a
recipient organisation.
145

1.2.4 Escalation Management
Service Responsibilities
Logicalis will operate an escalation management process in order to promote the rapid resolution of
incidents. The escalation management process will be documented and will include as a minimum:
4. Clear indication of the escalation path to be followed at specific incident resolution status points.
5. Escalation contacts within Logicalis (fixed line telephone numbers, mobile telephone numbers,
email addresses).
6. Escalation contacts within the Customer (fixed line telephone numbers, mobile telephone numbers,
email addresses).
Logicalis will ensure that the escalation management process document is regularly updated to
ensure that changes to personnel in both the Customer and Logicalis’ organisation are captured.
Hours of Cover
The following table details the hours of cover for the above service elements:
Service Element Hours Days
Escalation management availability 24 per day 7 per week
Key Performance Indicators
Logicalis will adhere to the following table for escalations within normal office hours.
146

Normal
Office
Severity 1 Severity 2
Hours
The
E
Client
The
Client
lapsed Time
Contractor
Contractor
0% of SLA
MSC Team
Leader
5
MSC Team
Leader
5% of SLA
MSC
Manager
7
MSC
Manager
0% of SLA
Head of
Managed
Services
9
Head of
Managed
Services
00% of SLA
Services
Director
1
Services
Director
Logicalis will adhere to the following table for escalations outside of normal office hours.
Out of
Hours
Severity 1 Severity 2
147

The
E
Client
The
Client
lapsed Time
Contractor
Contractor
0% of SLA
MSC shift
Engineer
5
MSC shift
Engineer
5% of SLA
MSC Senior
Shift Engineer
7
MSC Senior
Shift Engineer
00% of SLA
Duty
Manager
1
Duty
Manager
Customer Responsibilities
The Customer will provide contact details of the functions, or individuals, which comprise the
escalation matrix and timely notification of any changes thereto.
1.2.5 Proactive Monitoring Interfacing to Incident Management
Proactive monitoring forms an input into the incident management process, which Logicalis will
provide from our Service Desk.
The Service Desk provides the Customer’s 1 st line staff or nominated contacts with a centralised
Single Point of Contact for service management. It is staffed with agents with a high degree of business
148

and technical knowledge, for the purpose of resolving the maximum number of service requests
remotely and during first call.
Agents receive and record calls, handle inquiries and complaints, monitor event data from the
proactive monitoring systems, perform initial fault diagnostics and resolution attempts, transfer
incidents to on-site resources, field engineers or the 2 nd line support of the MSC or 3 rd line support from
the advanced technical resolver groups as required. They also manage SLA-based escalation, and
communicate the progress and status of service requests to the Customer’s IT staff.
Logicalis utilises field engineer resources, in those cases where incidents require on-site remediation
and/or part replacement. Logicalis generally gain remote access and perform remote 2 nd line diagnosis
prior to dispatching field or on-site resources. Where local attendance is required, then Logicalis’ field
engineers are deployed.
In addition, Logicalis manages all third parties under our contracted management, and provides
cross-boundary communication where necessary.
Logicalis is responsible for notifying the Customer of the incident reference number, and entering
updates on the Logicalis service management system regarding the status of the incident.
Following resolution of the fault giving rise to an incident, the Logicalis Service Desk is responsible
for obtaining the Customer’s confirmation of service restoration. Logicalis records who, at the
Customer, agreed that the fault had been resolved, in the call log comments. The log is then closed.
If Logicalis diagnoses that an incident relates to equipment that is not managed or supported by
Logicalis, we either inform the Customer, or manage with the problem through the relevant third party
resolver group (where contractually agreed as part of the scope of the Service).
149

1.2.6 Proactive Monitoring
Logicalis operates the incident management process shown in the workflow diagrams below.
For the purposes of proactive identification of incidents and degradations in service, Logicalis
provides 24 x 7 proactive fault monitoring of the infrastructure. Logicalis monitors the Equipment and
identifies service-affecting events or thresholds that have been exceeded in accordance with the
parameters agreed with the Customer.
Proactive Monitoring is delivered from our MSC on a 24x7 basis, via secure IP connectivity into the
PSN network, utilising automated exception management to detect and notify any device or service
availability or operational anomalies.
All identified alerts are recorded in the Logicalis service management system and managed in
accordance with the SLA.
150

151
Incident Management Part 1

152
Incident Management Part 2

Proactive Monitoring comprises two core components:
1. monitoring the on-going availability and health of the infrastructure and CPE devices;
2. monitoring the on-going availability and capacity of the infrastructure.
The availability, performance and health of equipment are monitored as part of the proactive
monitoring service. Monitored metrics and threshold alerts are highly configurable and are agreed with
our customers during consultation, but can include:
Bandwidth
Circuit status
Connectivity status
Discards
Fan Notification
IP packet throughput
Latency
Link connection status
Module Up /Down
Physical port status
Redundant Supply Notification
Temperature
Buffer status
Cisco Traps
CPU
Errors
Interface up/down traps
ISDN Dial Backup
Link congestion
Memory
Packet loss rate
Quality of Service
Shutdown Triggers
Up/Down Status
Utilisation
All identified alerts are recorded in the Logicalis Service Management system, and managed in
accordance with the SLA.
153

All equipment and services, provided by Logicalis, are monitored and supported utilising a
standardised platform. Logicalis utilises an integrated toolset consisting of CA Spectrum and CA eHealth:
• CA Spectrum: Spectrum is the primary fault management tool employed by the MSC and
provides status monitoring and a root cause analysis engine. Spectrum monitors the infrastructure by
polling with SNMP. In addition to polling, it can process SNMP Traps to assist in the detection of
faults.
All alarms are automatically correlated, have a ‘root cause’ highlighted and ‘probable cause’
determined. This inherent functionality enables Logicalis to quickly identify faults on a Customer’s
infrastructure and to quickly identify, resolve and prevent potential problems before they happen –
to maximise system availability and efficiency.
All event and alert data related to the performance and availability of the infrastructure is
presented to Logicalis’ MSC agents via the Spectrum interface, so that Spectrum provides a central
view of all fault event data across the whole PSN estate.
• CA eHealth: In addition to the Spectrum Fault Monitoring platform, Logicalis also utilises
the eHealth (Live Health) performance monitoring platform, in order to provide integrated fault and
performance monitoring.
eHealth integrates performance management across the most complex multivendor and multitechnology
— encompassing IPv4, IPv6 and mixed dual stack IPv4/IPv6 environments — and presents
it in a single, consolidated, actionable view.
eHealth collects performance data, evaluates it for threshold violations and issues early warnings
in real-time so Logicalis can address problems before they become critical. The data is stored in a
historical database and used for a wide variety of out-of-the box reports to understand the
availability and performance of IT infrastructure components.
154

Reports are role-based to meet the specific needs of IT and business management, operations
staff, administrators, engineers and capacity planners. Developing bottlenecks and impending
failures can be spotted, and the need for repair, reconfiguration or additional capacity documented.
Conversely, under-utilised assets can be identified.
eHealth includes granular service level management for defining different classes of service and
assigning goals, core thresholds and other performance metrics to them.
Service Responsibilities
Logicalis will monitor the Equipment during hours of cover and will perform the following specific
activities:
1. Logicalis will monitor the Equipment and identify service-affecting events or thresholds that have
been exceeded in accordance with the parameters agreed with the Customer.
2. Logicalis will liaise with the appropriate Customer contact to ensure that appropriate fault handling
is initiated.
3. Where Logicalis is responsible for remedying a fault in the Equipment it will raise an incident on
Logicalis’ incident management system.
4. If, due to equipment or circuit failure, Logicalis is unable to monitor the Equipment it will continue
to provide all other aspects of the services that are not dependent on the monitoring of the
Equipment. Logicalis will maintain the inventory of monitored Equipment by the:
addition of new equipment to be monitored;
removal of deleted equipment from monitoring;
amendment of equipment configurations to facilitate monitoring.
Hours of Cover
The following table details the hours of cover for the above service elements:
155

Service Element Hours Days
Monitoring of Equipment 24 per day 7 per week
Service Level Targets
Logicalis will adhere to the service levels as detailed within the following table:
Description
Metric
Performance data collection
intervals
Every 5 minutes nominal
LAN monitoring alerts,
notification to relevant the
Within 15 minutes
Customer teams
Updates for Severity 1 in
NOH
30 minutes or status change
OOH
Updates for Severity 1 in
30 minutes or status change
Customer Responsibilities
None applicable.
156

Change Management
Logicalis assumes responsibility for the Logicalis-side change control process (i.e. where Logicalis
make changes for supportability reasons) for the environment, and manages change requests from the
Customer for infrastructure managed by us.
For the avoidance of doubt, Logicalis assumes that the Customer retains responsibility for user-side
change requests (i.e. interacting directly with end users), and Logicalis takes responsibility for
infrastructure-side change requests from the Customer.
Change Requests are accepted 24 hours a day, but the approval process only takes place during
normal office hours, with relevant CABs being held on a weekly basis. Both Logicalis and the Customer
can generate change request documents.
The Logicalis MSC acts as a single point of contact for the receipt, acknowledgement and
progression of changes raised and ensures that they are actioned in accordance with the SLA.
Implementation of remote, simple or template, changes is done under defined change management
and performed remotely from the Logicalis MSC.
Implementation of changes requiring on-site work, and major changes (i.e. those requiring elements
of technical design work) is treated as chargeable works or projects.
Logicalis ensures that all changes are carried out in a planned and authorised manner. To this end
Logicalis has categorised changes and change requests as shown in the table below.
157

Logicalis is at any time entitled to re-classify the description of a change following submission. This is
subject to justification by Logicalis and agreement with the Customer.
All changes are subject to resource availability, with an implementation date being confirmed by
Logicalis.
Tasks carried out during the ‘authorisation window’ include ensuring that there is a business reason
behind each change, identifying the specific configuration items and IT services affected by the change,
planning the change and having a back-out plan should the change result in an unexpected state of the
configuration items. For medium changes and above, this information is presented to the weekly CAB
for authorisation. The ‘change window’ is the actual time within which Logicalis staff undertakes the
authorised change.
Logicalis will ensure that all changes are carried out in a planned and authorised manner. To this end
changes and change requests will be classified as follows:
Categ
Change type
Authorisation
Chang
ory
window
e window
Day to day minor
Routin
changes that require
minimal authorisation, have
Changes done within 24-48
hours (may be longer if MSC is
e
no design element with no
service impact and require
no system downtime. These
dealing with an exceptionally high
level of severity 1 faults)
158

can typically be undertaken
with no pre-planning and
within short timescales (less
than 2 hours) during normal
service operation.
Template changes that
have pre-agreed processes
but require management
Minor
authorisation. These are
likely to be more
CAB Weekly
4
Hours
complicated changes and
may be implemented out of
hours.
These changes are
complicated, service
effecting and therefore
Major
require design validation
and planning (typically less
than a day’s effort). These
Weekly
CAB/Senior CAB
8 hours
are complicated changes
and will be implemented out
of hours
159

Large scale projects
typically involving additional
t
Projec
equipment or system redesign
that need to be
Weekly
CAB/Senior CAB
TBA
scoped and costed
accordingly.
ency
Emerg
Urgent request typically
as a result of a serious
service affecting incident.
Retrospective
Within
4 hours
Logicalis’ objective is to provide a simple, efficient and effective change management service for
routine, non-service affecting changes, with a minimal approval overhead and time delay; such changes
are typically authorised within the Logicalis MSC and/or by the SDM, and implemented at the earliest
opportunity.
In order to de-risk more complicated changes (i.e. those classified as ‘Minor’) a templated approach
is used. This involves design agreement with the Technical Design Authority and technical team, where
an agreed template is created to simplify requests for change and limit the possibilities of errors. These
changes are approved at the weekly CAB meeting.
Requests that fall into the ‘Major’ and ‘Project’ categories might require additional input from other
areas. For these changes, a risk analysis of the potential impact of a change on existing live services is
160

carried out, a suitable schedule for the change is defined, and an implementation and fallback plan is
agreed. Such changes are reviewed at a CAB, commensurate with the associated risk and implications.
The following flow chart indicates the processes for Emergency, Major and Minor changes:
Emergency Changes
161

162
Major Changes

Minor Changes
1.2.7
Service Responsibilities
163

Logicalis will be responsible for the Contractor-side change control process (i.e. where Logicalis
makes changes for supportability reasons) for the environment, and will manage change requests from
the Customer for infrastructure managed by Logicalis.
For the avoidance of doubt, Logicalis assumes that the Customer retains responsibility for user-side
change requests (i.e. interacting directly with end users), and Logicalis takes responsibility for
infrastructure-side change requests from the Customer.
Change Requests will be accepted 24 hours a day, but the approval process will only take place
during normal office hours, with relevant Change Authorisation Boards (CABs) being held on a weekly
basis. Both Logicalis and the Customer can generate change request documents.
Logicalis’ MSC will act as the single point of contact for the receipt, acknowledgement and
progression of changes raised and will ensure that they are actioned in accordance with the SLA.
Implementation of remote, simple or template, changes will be under defined change management
and performed remotely from Logicalis’ MSC.
Implementation of changes requiring on-site work, and major changes (i.e. those requiring elements
of technical design work) will be treated as chargeable works or projects.
All changes will be subject to resource availability, with an implementation date being confirmed by
Logicalis’ resource management function.
Tasks carried out during the ‘authorisation window’ will include ensuring that there is a business
reason behind each change, identifying the specific configuration items and IT services affected by the
164

change, planning the change and having a back-out plan should the change result in an unexpected state
of the configuration items.
For minor changes and above, this information will be presented to the weekly CAB for
authorisation. The ‘change window’ is the actual time within which staff will undertake the authorised
change.
Logicalis is at any time entitled to re-classify the description of a change following submission. This
will be subject to justification by Logicalis and agreement with the Customer.
An agreed number of remote routine or minor changes per annum will be included within the
service charge, where requests for such are received during the working day. The following categories of
changes will be chargeable:
Any remote routine or minor changes above the agreed allowance;
Changes requiring attendance on site;
Major changes (including changes requiring technical design work);
Project changes;
Any changes completed out of hours.
Hours of Cover
The following table details the hours of cover for the above service elements:
Service Element Hours Days
Change management process
09.00 –
17.00
Monday -
Friday
165

Service Element Hours Days
Change Implementation
09.00 –
17.00
Monday -
Friday
Service Level Targets
Logicalis will adhere to the following service levels targets:
Description
Metric
updates
Configuration documentation
3 working days from change
completion
Notification to the customer
of planned down time
14 working days prior to start
of down time
Customer Responsibilities
The Customer will provide the following:
its own change management process and function into which Logicalis will interface.
the relevant resources for participation in any required change authorisation and CAB process.
166

1.2.8 Availability Management
Logicalis will employ availability management targets to sustain service availability to support the
Customer’s business requirements at a justifiable cost. Associated high-level activities will include:
realise availability requirements;
compile availability plan;
monitor availability;
monitor maintenance obligations.
Availability management is used to address the ability of the infrastructure components to perform
at an agreed level over a period of time, and Logicalis will use this as a key process in measuring and
controlling the level of service availability for use in the monthly service reviews with the Customer.
In order to measure overall service availability Logicalis produces and agrees an availability plan,
including:
Agreement statistics –what measurement statistics are included within the agreed service;
Availability – agreed service times, response times, etc;
Service desk calls – number of incidents raised, response times, resolution times;
Contingency – agreed contingency details, location of documentation, Third Party
involvement, etc;
Capacity – performance timings for online transactions, report production, numbers of users,
etc.
Availability is typically calculated based on a model involving an availability ratio. Typically the
calculation of this ratio includes the following elements:
Serviceability –the expected availability of a component;
Reliability – the time for which a component can be expected to perform under specific
conditions without failure;
Recoverability – the time it takes to restore a component back to its operational state after a
failure;
167

Maintainability – the ease with which a component can be maintained, which can be both
remedial and preventative;
Resilience – the ability to withstand failure;
Security – the ability of components to withstand breaches of security.
Once agreed, the ratio metric is measured using the management tools to gather and alert on
relevant elements, and reported on through the monthly service reviews.
KPI, Service Levels, Reporting
include:
Metrics used to evaluate the effectiveness and efficiency of the availability management process will
Agreed service hours, per service;
Total down time per service;
Response times per incident;
Time taken to repair per incident;
Actual versus contracted availability;
Availability Ratio.
Capacity/Performance Management
Logicalis will utilise capacity and performance management to ensure that the availability of service
resources meets the needs of PSN users. In order to keep the infrastructures running efficiently,
Logicalis utilises predictive capacity planning to obtain real-life data related to the current status of
168

esources, identify congestion and trouble spots before they affect users, and plan capacity effectively
for the future.
Capacity planning is used to ensure current resources are being used efficiently, evaluate trends in
demand, and project future resource needs, achieving the following:
Reduce costs through the reduction or elimination of under-used resources;
Improve performance though identification of both over-used and under-used elements, and the
re-balancing of capacity with demand;
Reduce Service and downtime by anticipating overloads before they occur, and ensuring adequate
capacity is in place;
Improve budget predictability by tracking trends and modelling the effects of new services or
infrastructure, avoiding unnecessary emergency purchases and ensuring an optimum profile of
additional charges.
Performance reporting will utilise CA eHealth Performance Manager to combine historical and realtime
metrics with intelligent analysis, to generate role-based views that is used to rapidly pinpoint and
correct developing performance degradations before service quality is jeopardised.
The following reports are used to provide a high level of granularity related to trend analysis and
capacity planning.
AT-A-GLANCE REPORTS - provide a comprehensive view of the availability and performance of a
particular resource, displaying the key statistics over a specified time interval. By automatically
capturing performance data and presenting it uniformly, these reports can significantly reduce the
time spent troubleshooting.
HEALTH REPORTS - evaluate the health of groups of components by comparing current
performance to historical performance over the course of a day, week or month. The report
provides a list of situations to watch and identifies errors, unusual utilisation rates, or volume shifts
that warrant investigation. The overall status of a component is measured by its Health Index, a
performance metric based on multiple variables.
TREND REPORTS - track the value of one or more performance variables over a period of time.
Trend Reports is used to reveal traffic patterns over time, and relationships between components
169

and variables. Components that Logicalis can track this way include: CPUs, disks, LANs, WANs,
processes, process sets and more.
TOP N REPORTS - sorts the elements that meet user-defined criteria. Logicalis typically use Top N
Reports to find the best, worst, fastest, slowest or least-utilised circuits or devices. Top N Reports
can be scheduled to run automatically at specified intervals, and also make a useful on-demand tool.
Logicalis agrees a set of these reports that is regularly generated and made available through the
web portal. Further ad-hoc reporting can be provided when required and is managed through the
service delivery process.
Output recommendations from the above are fed into the Continual Service Improvement
Programme (CSIP). The goal of this process is to ensure that customers are realising the greatest return
on investment from the service, and have a clear understanding of where further investments will lead.
This programme is based on three key enablers - firstly our experience and application of ITIL, secondly
our experience in managing complex services on behalf of our customers, and thirdly the Logicalis
consulting capabilities that have been developed and proven over many years of operation.
170

The CSIP is delivered through the appointed Logicalis SDM, who is the primary point of contact for
all management issues related to the service, and in turn chairs the monthly service review and
performance meetings. One of the key aspects of these meetings is to provide a forum for the planning
or review of activities related to the agreed CSIP, as well as the opportunity to discuss new initiatives
(which may have been identified in the course of incident, problem or service delivery management, and
could be undertaken to address known service defects or implement potential service enhancements
and improvements).
KPI, Service Levels, Reporting
Metrics used to evaluate the effectiveness and efficiency of the capacity management process is
agreed during transition but will typically include:
utilisation statistics;
capacity summary;
device performance summary;
device performance detail;
performance summary;
performance detail.
Service Responsibilities
Logicalis will produce a Capacity Plan covering the infrastructure. This is to include:
171

1. Reporting of utilisation and performance statistics within the infrastructure and recommendations
to relieve degradation of performance beyond agreed thresholds, specifically the production of:
at-a-glance reports
health
trend reports
top N reports
2. Interpretation of forecasted demand (obtained from liaison with the Customer) for services, versus
the available capacity in those services, and the making of appropriate recommendations.
3. Interpretation of trends and changes to the Customer’s business requirements. Logicalis will
recommend changes required to meet future capacity demand to ensure that the agreed service
levels are met.
4. Provision of recommendations for replacement of infrastructure components, should this be
required to maintain service at the appropriate level.
Hours of Cover
The following table details the Hours of Cover for the above service elements:
Service Element Hours Days Exclusions
Capacity
Management
09.00 –
17.00
Monday -
Friday
Holidays
Service Level Targets
Logicalis will produce the capacity plan twice a year.
Customer Responsibilities
The Customer will:
172

provide forecast demand data related to capacity requirements on a quarterly basis.
provide its own capacity management process and function into which Logicalis will interface.
1.2.9 Release Management
Logicalis will maintain software and firmware revisions within to an agreed minimum level. Logicalis
offers access to features offered in later revisions of code if required to support the PSN service.
Logicalis will provide recommendations (including risk analyses) as to software updates and patches
within the service, together with an allocated amount of inclusive resource towards the implementation
of such releases. Access to features offered in higher releases should be raised to Logicalis for us to
prepare an analysis and recommendation for discussion at a CAB, so that the risks, implications, benefits
and costs can be properly considered. Implementation of such releases - if agreed - is chargeable.
Where a software fault is reported, Logicalis will work closely with the Customer, and the hardware
vendor, to establish the impact to users, and from there agree a course of action. If necessary Logicalis
will provide a workaround to establish business continuity, provided it is possible to do so technically.
Any additional equipment required for a workaround may be charged at Logicalis’ discretion or loaned
on a temporary basis. Subsequent patching or configuration changes required to resolve the fault is
provided as part of the service.
Through the service delivery process, Logicalis provides releases and version update
recommendations for all supported devices. This is a consultative exercise, led by Logicalis, and carried
out in conjunction with best practice principles and relevant 'Safe Harbour' recommendations from the
Vendor(s), with Customer interaction and an understanding of future requirements. Any subsequent
upgrades are treated as a project in order to minimise risk to the business and to ensure that the
173

implications of the upgrade, on the original design principles, do not unduly affect infrastructure
stability.
When agreed, minor patching within software versions and remote engineering to carry out this
work (which requires a break in normal service to implement) is included in the service.
1.2.9.1 KPI, Service Levels, Reporting
Metrics used to evaluate the effectiveness and efficiency of the release management process will
include:
the number of successful software updates;
percentage of installations performed to time;
number of failed or backed out implementations;
number of unauthorised software versions detected within the environment.
1.2.9.2 Service Responsibilities
Where a software fault is reported, Logicalis will work closely with the Customer, and the associated
hardware vendor, to establish the impact to the Customer, and from there will agree a course of action.
If necessary Logicalis will use reasonable endeavours to provide a workaround to establish business
continuity, provided it is possible to do so technically.
Any additional equipment required for a workaround may be charged at Logicalis’ discretion or
loaned on a temporary basis. Subsequent patching or configuration changes required to resolve the
problem will be provided as part of the service.
174

On a bi-annual basis, Logicalis will provide release and version update recommendations for all
supported devices. Any subsequent updates will be treated as a chargeable project in order to minimise
risk to the business and to ensure that the implications of the update on the original design principles do
not unduly affect stability.
When agreed with Logicalis in advance, minor patching within software versions of software and
remote engineering to carry out this work (which will require a break in normal service to implement)
may be included in the provision of the service. However, lab testing, additional memory or any other
hardware parts are not included, and therefore Logicalis reserves the right to make additional charges
for them.
Version upgrades (i.e non-maintenance or supportability-driven requirements) will be treated as a
chargeable project.
1.2.9.3 Hours of Cover
The following table details the hours of cover for the above service elements:
Service Element Hours Days Exclusions
Release Management
09.00 –
17.00
Monday -
Friday
Holidays
1.2.9.4 Service Level Targets
175

High priority notifications will be evaluated when received. Lower priority notifications will be
evaluated once every 6 months.
1.2.9.5 Customer Responsibilities
The Customer will provide:
project funding where required to implement patches to supported devices uncovered by
support agreements;
facilitation of the required down time for the supported devices to enable the installation of
patches.
1.2.10 Configuration Management
Logicalis is responsible for ensuring that all relevant element configurations and data are managed,
controlled, current and up to date, and provides the Customer with electronic updates of all such
information quarterly, or as otherwise agreed. Logicalis also provides details of all hardware and
software under our management.
The configuration management process monitors, deploys, manages and controls Configuration
Items (CI) related to the infrastructure, in turn storing all CI data within a central Configuration
Management Database (CMDb), which will act as a repository for information related to the authorised
configurations of all elements within the PSN network.
Configuration management activities are operated in-line with the prevailing change control
procedures, with input and authorisation from the Logicalis SDM and, where relevant, the Project
Manager. All scheduled engineering will take place outside normal working hours and in a mutually
agreed time slot that is dependent on the affected infrastructure and the resultant impact on service.
176

For configuration management, Logicalis has standardised on the use of CA SPECTRUM
Configuration Manager (NCM). This platform integrates with our overall management architecture and
automates the management of critical device configurations, giving us the tools to capture, modify, load
and verify configurations for hundreds of devices from leading equipment vendors. Each configuration is
time-stamped and identified by the revision number and, with automatically scheduled configuration
comparisons, delivers immediate notification of unauthorised changes.
As part of the configuration management process Logicalis will undertake configuration changes as
required using NCM, with all configuration changes being delivered remotely. In addition Logicalis is
responsible for ensuring that all managed elements are backed up at agreed intervals, and before and
after any change.
Logicalis MSC staff will use NCM to correlate appropriate or inappropriate configuration changes
against availability and performance failures of critical services, comparing configurations or viewing the
configuration history of any selected device within the infrastructure.
Further to this, configuration items, their versions and their changes are audited periodically by
Logicalis to ensure their validity and accuracy.
The MSC will perform the following tasks as part of configuration management:
177
manage configurations for supported devices;
capture device configurations and store them in the NCM database;
check running versus start-up configurations;
export, backup and restore configurations;
load/merge configurations to one or more devices of the same family type;
verify that the correct configuration is running on a device;
set up a schedule of automatic captures and policies to ensure reliable device configurations;
detect performance problems by verifying device configurations;
maintain a history of device configurations for comparison and reconfiguration purposes;
provide automated software updates;

create policies to monitor content in configurations and verify that device content is
compliant.
1.2.10.1 KPI, Service Levels, Reporting
Metrics used to evaluate the effectiveness and efficiency of the configuration management process
will include:
the number of successful configuration changes;
the number of correct device configuration verifications;
the number of successful configuration/CMDb audits;
frequency and number of CMDb errors;
number and severity of breaches in SLA caused by inaccurate CMDb information.
1.2.10.2 Service Responsibilities
Management of device configurations: All devices within the scope of the services are to be
managed in accordance with best industry practice, in order that service level agreements are adhered
to. Logicalis will be responsible for supplying, supporting and maintaining any management platforms
required to deliver this service.
Backup & Recovery: The configurations of all managed devices will be backed-up on a regular basis
and, specifically, after changes to the device configuration have been made.
Logicalis will be responsible for ensuring that all relevant configuration documentation in respect of
equipment is current and up to date, and will provide the Customer with electronic updates of all such
documentation annually or as otherwise agreed.
178

Logicalis will deploy and manage configurations of the equipment where required. This will be done
remotely from Logicalis’ Service Desk.
The above activities will be operated in-line with agreed change control procedures, with input and
authorisation from the SDM and project manager. All scheduled remote engineering will take place
during a mutually agreed time slot that will be dependent on the affected infrastructure and the
expected resultant impact on service.
1.2.10.3 Hours of Cover
The following table details the hours of cover for the above service elements:
Service Element Hours Days
Configuration management 24 per day 7 per week
1.2.10.4 Service Level Targets
Logicalis will adhere to the following SLA for configuration management actions:
Description
Metric
Backup of Configuration Files and
Access Control Lists
In accordance with
agreed Backup policy
Restoration of Configuration Files
following Device Incident, Failure or
In accordance with
179

Description
Metric
Replacement
Service Levels
Device Configuration Backups To
Management System
1 Working Day
Management System Backup
Monthly
Restoration & Testing of
Configuration Files
Quarterly
1.2.10.5 Customer Responsibilities
None applicable.
1.2.11 Service Delivery Management
Service Responsibilities
Logicalis will provide the services of a Service Delivery Manager (SDM).
The SDM’s duties are to manage the Services, ensuring that adequate resources are made available
by Logicalis so that Logicalis meets the Service Levels and that any new services introduced meet agreed
service levels.
The SDM will act as the Customer’s primary focal point for operations and support services during
normal working hours.
180

The SDM will hold regular reviews with the Customer, co-coordinating and delivering service and
performance report information.
Hours of Cover
To be agreed for each contract.
Service Level Targets
Logicalis will provide interim SDM services in order to cover for holiday and sickness.
Customer Responsibilities
The Customer will provide a business interface role through which the SDM may liaise and escalate
service management issues as required.
1.2.12 Supplier Management
Service Responsibilities
The Supplier will manage the commercial and operational relationship with its own 3rd party
suppliers.
181

Hours of Cover
The following table details the hours of cover for the above service elements:
Service Element Hours Days
3 rd party supplier management 24 per day 7 per week
Service Level Targets
None
Customer Responsibilities
None
1.2.13 Reporting
Regular service review meetings between Logicalis and the Customer are an important control
mechanism, to ensure that any potential issues can be identified before they become problems, and can
be managed accordingly.
182

Such meetings present the opportunity for both parties to ensure the direction that the service is
taking is the right one, and also provide a forum to ensure the development of the service is in line with
expectations.
Logicalis propose the following meetings be scheduled:
monthly service review meetings;
quarterly service review meetings;
annual strategic review meeting.
The agenda and attendees of the above meetings are agreed between Logicalis and Customers,
during the transition period, and reviewed as required at each meeting.
Service Responsibilities
Service Reporting: Logicalis will produce regular performance reports as shown below:
Monthly Service Review Meeting
Logicalis produces a report prior to the monthly service review meetings, and distributes this report
to the agreed list of attendees for that meeting.
The report summarises the service performance (against the contracted service levels) in text and
graphical formats in the ‘Reporting Period’, and forms the basis of discussion at the monthly service
review meeting.
183

The monthly service review meeting will follow the following agenda:
Continuous Service Improvement Plan;
Performance against service level targets;
Performance against service levels;
Service performance summary;
Commercial summary;
Complaints summary;
Change control summary;
Updated service risk register;
Integration of future projects and analysis of their impact on the operational environment.
Quarterly Service Review Meeting
The focus of the quarterly service review meetings is medium to long term, and is structured to
focus on ongoing service provision and development of the service. The agenda comprises the following:
184
Minutes of last meeting;
Outstanding action points;
Service level reports;
Performance reports
Service failures, service credits;
Escalations;
Feedback on customer performance;

Considerations for continuous improvement;
New business;
AOB
Date of next meeting.
Annual Service Review Meeting
An annual service review meeting is held at least one month prior to each anniversary of the full
service date.
The focus of an annual review meeting is long term and strategic, and designed to focus on a review
of performance over the period, including strategic development of the service and a detailed price
review.
The agenda comprises the following:
185
Minutes of last meeting;
Outstanding action points;
Review of service issues;
Review of service failures, service credits;
Review of escalations;
Technology developments;
Strategic opportunities for new business and service development;
Considerations for continuous improvement;
Review of new products and services;
AOB;

Date of next meeting.
Web-based Portal - A web-based secure customer portal provides account-controlled access to
reports including device availability, and performance from a summary and detail perspective. Portal
reports include:
Availability;
Availability Detail
Device Performance Summary
Device Performance Detail;
Performance Summary;
Performance Detail.
These reports are scheduled and available on a daily, weekly and monthly basis, and are
retrospectively available for a rolling 12-month period. Data can be archived for longer periods if
required.
A documentation tab is also provided on the portal, which can be used as a depository for key
project documentation; this is often used for storage of monthly service reports.
Hours of Cover
The following table details the hours of cover for the above service elements:
Service Element Hours Days Exclusions
186

Service Element Hours Days Exclusions
Service Reviews and Reporting
09.00 –
17.00
Monday -
Friday
English public
holidays
Service Level Targets
Description
Metric
Issue of Monthly service report
Within 10 working days of month end
Report
Issue of Annual Service Level
No later than 4 weeks after the end of the
annual period.
Customer Responsibilities
The Customer will ensure that representatives from its service management organisation attend the
agreed service review meetings.
1.2.14 Equipment Reporting
Service Responsibilities
Logicalis will maintain a document record of the equipment under their management (the
Equipment List).
187

The Equipment List will consist of a list of equipment under management by Logicalis, including part
numbers, quantities and locations.
Logicalis will provide the Customer with an electronic copy of the Equipment List upon request and
at 3 working days notice.
Hours of Cover
The following table details the hours of cover for the above service elements:
Service Element Hours Days Exclusions
Equipment Reporting
09.00 –
17.00
Monday -
Friday
Holidays
Service Level Targets
None
Customer Responsibilities
None
188

1.2.15 Continuity Management
Service Responsibilities
Logicalis will support the Customer’s business continuity planning process by attendance at the
relevant planning meetings.
Support of failover testing will be provided as required, as a chargeable activity.
Logicalis will provide details of its own business continuity plan as relates to its service delivery
activities for the Customer.
Logicalis’ business continuity plan will be tested at least once per annum.
Hours of Cover
The following table details the hours of cover for the above service elements:
Service Element Hours Days
Business continuity planning and testing
09.00 –
17.00
Monday -
Friday
Business continuity invocation 24 per day 7 per week
Service Level Targets
189

Logicalis will resolve all issues arising from business continuity testing within the timescales agreed
with the Customer’s Project Manager.
Logicalis’ Business Continuity Plan will be tested at least once per annum.
Customer Responsibilities
The Customer will develop and maintain a business continuity plan.
1.2.16 Continuous Service Improvement
Service Responsibilities
The Contractor will operate a process of Continuous Service Improvement, through which
improvement initiatives to the managed services can be initiated, captured and managed through to
implementation.
Service improvements will be managed by means of a Service Improvement Plan (SIP). The SIP will
be used to manage and log improvement initiatives triggered by Continual Service Improvement.
The Service Improvement Plan will include:
The process or service concerned;
The person in charge of the process (Process Owner) or service (Service Owner);
The initiative owner, description of the initiative;
The source of the measure (e.g. service review, process audit).
The implementation schedule and status including target date, current status.
190

Hours of Cover
The following table details the hours of cover for the above service elements:
Service Element Hours Days Exclusions
Continual service
improvement
09.00 –
17.00
Monday -
Friday
English public holidays
Service Level Targets
None
Customer Responsibilities
The Customer will review and approve the SIP within a reasonable timescale in order that
improvements may be implemented promptly.
1.2.17 Additions and Deletions
1.2.18 Additions
Subject to the environmental considerations below, the Customer may at any time add Equipment
to the service by giving Logicalis at least 30 days notice in writing and providing Logicalis with such
information concerning the Equipment as Logicalis may reasonably require, including but not limited to:
191

the make and model of the equipment;
the serial number of the equipment;
the location of the equipment;
any available service records relating to the equipment
Logicalis may make a pro-rata additional charge for the added Equipment from the date that it is
added to the service.
Logicalis reserves the right not to add new equipment if thirty or more days have passed since the
expiration of the original warranty period or the expiration of a previous maintenance agreement
covering the Equipment, until the Equipment has been inspected by Logicalis to determine whether the
Equipment is still in good condition. All time and materials required to place the Equipment in good
operating condition will be charged at Logicalis’ current rates. Required repairs must be made prior to
the beginning of cover under the service.
1.2.19 Deletions
No equipment may be deleted during the first Service Year. Thereafter the Customer may at any
time delete equipment by giving Logicalis not less than 90 days notice in writing. Logicalis will make a
pro rata adjustment to the Charges for the period from the date the equipment has been removed to
the end of the term but reserves the right (i) to re-calculate its charges based on the amount of
Equipment then supported under the Agreement and taking account of any volume discounts that are
no longer applicable due to the reduced volume of Equipment being supported; and (ii) to make a
reasonable administration charge; and (iii) to recover from the Customer the balance of any third party
support charges incurred by Logicalis in respect of the Equipment and not previously charged to the
Customer. Any refund then due to the Customer will be credited to the Customer once the deletion has
been processed by Logicalis.
192

1.2.20 Service Catalogue
To facilitate the efficient and timely change management of frequently required, non-complex
change requests, Logicalis will provide a Service Catalogue (SC). The service catalogue is typically a
catalogue of charges for additional fixed price products and services. The SC both simplifies the ordering
process (as the requestor orders a single SC item rather than all the component parts it contains), and
assists the requestor with budgeting, as each SC item is fixed in price (within constraints).
Each SC item can contain a mix of capital and recurring costs; in some cases (for example when a
Smoothed Pricing model is being used for the main contract), SC items are priced on a recurring charge
only, where that recurring charge typically includes the cost of any equipment (amortised over the
Term), any associated professional services, bandwidth charges, maintenance and managed services.
item.
SC charges are inclusive of all components of cost related to the provision and support of each SC
The specification of each SC item is fixed (i.e. the equipment and services configuration for each
item are fixed, and defined in a Bill of Materials); this means that SC items are by their nature nonconfigurable.
For this reason, only items that are fixed-content (and frequently ordered) are included in
a SC. For requirements that are configurable, the prevailing quotation process is used. Typical SC items
are professional services (rate card services), consumables, licenses and non-configurable equipment.
If it becomes clear that any existing SC items are unlikely to be ordered, or conversely that there are
fixed products & services which are frequently required, then SC items can be added and removed as
needed - usually following an annual review.
193

1.2.20.1 KPI, Service Levels, Reporting
None
1.2.21 Environmental Considerations
Infrastructure
This section describes the conditions that the Customer must ensure are in place for the effective
operation of the equipment at each site:
mains electrical supply as required;
sufficient 13A power outlets;
sufficient 32A or 16A “commando” power outlets;
space for 19” equipment racking of sufficient size with front and rear access, where required.
Air Conditioning
The temperature in the equipment rooms must be maintained below agreed temperatures (typically
24°C) as required by the equipment specifications.
Customer’s Obligations
The Customer will:
194
Provide access to the sites during hours of cover to facilitate Logicalis’ provision of the
services;
Maintain in good condition the accommodation of the equipment, the cables and fittings
associated therewith and the electricity supply thereto;
Ensure that the equipment is operated by competent staff;
Advise Logicalis in writing of any modification to the equipment;

Keep and operate the equipment in accordance with the manufacturer's operating
instructions, ensuring that the external surfaces of the equipment are kept clean and in good
condition, including, where appropriate, changing the air filters;
Notify Logicalis if the equipment is to be moved from its installed sites, specifying the date
and thereafter to comply with any reasonable instructions from Logicalis in relation to such
equipment stipulated prior to such relocation. Services in relation to equipment moved from its
original sites will be provided at Logicalis’ discretion and may be subject to additional charges to
be agreed between the parties. Logicalis’ provision of services will not be unreasonably
withheld;
Bring to the attention of Logicalis the Customer’s policies and procedures in respect of
security and health and safety and notify Logicalis of any potential health or safety risks that
may exist at any site;
Provide Logicalis with full, safe access to and adequate working space in the sites for the
purposes of Logicalis’ provision of the services;
Make available to Logicalis free of charge all facilities and services reasonably requested by
Logicalis to facilitate Logicalis’ performance of the Services;
Provide remote access facilities and procure that such facilities can be used without restriction
or fee by Logicalis to gain remote access to the maintained equipment;
Enable Quality of Service on its data network.
The Customer must provide Logicalis with 5 Working Days notice of all planned power downs.
Logicalis provides, at the request of the Customer, staff with the appropriate expertise and
experience to attend Sites to ensure that the Systems are taken out of service and restored to full
operation in an orderly fashion as and when required as a result of power supply testing, planned mains
power outage and other building and works maintenance activities.
Notes:
195
A standard power down service will include the following:
o Attendance at site to power down the System (maximum 3 hours on site visit);
o Software back up prior to re-load;
o Revisit to site to power up switch;
o Post power up check and acceptance test to include all supplied peripherals (maximum 3
hours on site visit);
On site peripherals such as screen based consoles, management terminals etc. are not
included in the power down activities and any data back up of these peripherals is the
responsibility of the Customer.

1.2.22 Site Documentation
Logicalis amends the relevant documentation for Systems, to reflect any maintenance activities
carried out on the systems.
Logicalis updates the system documentation, following completion of the modification that
necessitated the amendment.
made.
Logicalis ensures that all site documentation is updated within 5 Working Days of any changes being
1.2.23 Boundary of Responsibility
The boundary of responsibility for the equipment will be the “Entry/Exit Point” where the cables or
fibres to equipment not covered by the Agreement are connected: these cables or fibres themselves are
not covered.
Where the equipment is connected to any other equipment both managed and maintained by
Logicalis (whether under this or some other extant agreement), then the monitoring extends to the
cables or fibres between the two items of equipment.
196

Phoenix IT Group Limited
Contractual and bidding compliance
Having reviewed the set of Compliance Codes and requirements which are summarised in the
Authority’s excel document encompassing Governance, Technical
Interoperability, Service Management and Customer Information Assurance, Phoenix confirms that all
Managed Equipment Room Services will be provided in accordance and compliance with these Codes
and requirements wherever they apply.
Phoenix has carefully written this document to take into account the guidance in paragraph 5.3.6 of
the ITT and believes that the following Service Descriptions are fully compliant with that guidance.
Furthermore, Phoenix confirm that it will be willing to ‘tighten up’ any part of this service description if
required by the Framework Authority bid assessment team. In addition, where a Customer requests a
particular service this will be added to the service description for other Customers to purchase.
Introduction
Phoenix will provide the following Managed Equipment Room Services for Lot 4:
1. Professional Services
2. Equipment Room Installation Services
3. Monitoring and Management for Managed Equipment Room Services
4. Equipment Room Maintenance
5. Managed Equipment Room Security
1 Professional Services
197

Phoenix Professional Services will offer consultancy to provide requirements capture and solution
design and project delivery to project manage and carry out the installation and deployment of the
agreed solution.
With specific regard to Lot 4 this will include:
Design & Engineering – Detailed engineering design as required.
Drawings and design – drawings submittal.
Construction Design Management (CDM) – All necessary CDM regulations will be adhered to
including the production of a Health & Safety plan, Risk Analysis and Method Statements and
Health & Safety file.
Project Management – There will likely always be a Phoenix Project Manager on site managing
both the site and various trades. He will also liaise with the Customer project team.
Site Progress Meetings – Continued communication is the key to a successful project hence
fortnightly meetings have been allowed for with a report prepared by Phoenix prior to the
meeting.
Integrated Testing & Commissioning – Whilst each item will be commissioned individually it is
important whole systems are tested as one complete system under load.
Operation & Maintenance Manuals – 1 set of Manuals will be supplied both as hard copy and in
electronic versions. The Health & Safety file is also to be provided.
Awareness Training – Upon handover of the project full training will be given to key onsite staff
regarding the operation of all systems.
Building Regulations – Phoenix project work shall comply with prevailing building regulations. If
requested Phoenix will liaise with Building Regulations Officers to ensure the proposed
installation conforms with the requirements of the regulations.
If required by a PSN Customer the Phoenix consultant team will also provide equipment
benchmarking and procurement services to help drive down costs.
1.1 Transition
Most Managed Equipment Room Services will be transitioned by Phoenix from the Customer’s
existing services provider. Over the past number of years, Phoenix has developed a comprehensive
procedure to ensure a successful transition from the Customer’s previous service arrangements and on-
198

going delivery of service. This process is of paramount importance to Phoenix and will be offered to PSN
Customers for Managed Equipment Services and is referred to as ‘Business Take On’ or ‘BTO’.
The BTO process will focus on a number of key elements that need to be addressed by Phoenix and
the Customer. They include:
What services are to be transitioned
How are the services being delivered today
Who provides the services today
The agreement of working practise procedures
The Service Level Agreement
Any special operational processes such as health and safety or security clearance
Provision of existing documentation
Project delivery time scales
These are all agreed during the project set up phase and then revisited weekly throughout the
migration.
2 Equipment Room Installation Services
2.1 Design and installation
Design and installation services provided by Phoenix will depend on the Customer’s preferred
approach to Managed Equipment Room installation. For example:
1. Customer requests Managed Equipment Room with output or outcome specifications. Phoenix
designs the Equipment Room, procures all components and installs, tests and transitions all
elements to operations.
2. Customer requests a Managed Equipment Room with its own design specifications. Phoenix
procures all components and installs, tests and transitions all elements to operations.
3. Customer requests a Managed Equipment Room with its own design specifications and sources
all or some components. Phoenix procures any components required but not procured by the
Customer and installs, tests and transitions all elements to operations.
199

Phoenix will provide design and installation services to support these and any other
design/installation scenarios presented by, and agreed with, the Customer for Managed Equipment
Rooms.
3 Monitoring and Management for Managed Equipment Room Services
3.1 Onestream
Phoenix has developed a monitoring system which is at the core of the Phoenix Onestream
Monitoring and Management service. The Monitoring system is based on industry recognised network
management applications, databases and middleware software. By developing the system in-house
Phoenix provides a system with a high degree of flexibility and manageability particularly with regard to
Customer bespoking. Phoenix will therefore offer equipment room monitoring and management
services based upon this Onestream service. Onestream is supported by a number of SQL databases that
provide extensive reporting capabilities.
The monitoring service will use SNMP to monitor device Management Information Bases (MIB’s). By
configuring the system Phoenix will tune it to monitor key management data and to trigger alarms and
alerts.
Assuming that the Equipment Rooms have SNMP-capable systems, Phoenix will provide 24 x 7 x 365
monitoring to improve service performance and ultimately availability. Where Phoenix is involved in
designing new Equipment Rooms Phoenix will ensure that the systems are capable of being remotely
monitored. Where a device is capable of being monitored it is also often capable of being remotely
managed and this will form part of Phoenix Managed Equipment Room service.
200

The main applications behind Onestream and available to Phoenix PSN Customers for Managed
Equipment Room Services are:
3.1.1 Castle Rock – SNMPc 7.1 Monitoring and Management Software
SNMPc is a secure distributed network management system that enables Phoenix to visualize,
monitor, and manage entire network infrastructures. Integrated within SNMPc is full support for SNMP
v3 which will provide extensive monitoring capabilities for both SME and Corporate network.
SNMPc will support multi-level hierarchical maps at both topology and physical levels. Each
hierarchy map can represent a city, building, or logical IP subnetworks.
SNMPc facilitates imported bitmaps of geographic maps/floor plans, along with manual or
automatic network placement; this enables Phoenix to create customised topology maps that closely
matches the actual network end-user environment. Each map network can be represented as a tree,
ring, or snaked-bus topology. This feature will be delivered as part of the Phoenix service offered to PSN
Customers as part of Lot 4.
3.1.2 SQL
SQL is a programming language designed for managing data in relational database management
systems (RDBMS). Phoenix has developed exceptional SQL programming skills over the past eight years
that has enabled Phoenix to produce complex “middleware software” solutions. The use of this
middleware software has generated detailed reporting capabilities that are tailored to exact Customer
requirements and will be offered as part of the Phoenix PSN Managed Equipment Room Services.
Flexibility of data manipulation and root cause analysis are typical areas of expertise that Phoenix will
provide via the use of SQL programming.
201

3.2 Onestream Service Capabilities
Phoenix will provide the Onestream service 24hrs a day, 365 days a year. Services will be proactive
or reactive (depending on scenario) and all incidents will be processed by the Phoenix Network
Operation Centres (NOC) based at Technology House, Northampton and Eagle House, High Wycombe.
The NOC will undertake incident diagnosis, problem management and incident resolution remotely
wherever possible. Should an onsite resource be required, this will be provided via Phoenix specialist
field engineer or contracted component supplier.
Base Service Line:
Service Desk - 08XX local rate number/email access for reactive services, SNMP alarms and
active monitoring for proactive services.
Remote Support - access to 24x7x365 Technical support team or escalation to component
suppliers or Customer facilities.
Remote Monitoring - 24x7x365 remote monitoring of SNMP traps.
Remote Management – 24x7x365 remote access to and management of SNMP Management
Information Base.
3.2.1 Onestream Security and Integrity
The infrastructure behind Onestream has been developed to ensure data and system integrity. All
control centre staff and systems are vetted to meet a range of industry and business requirements.
These include authorisations and clearances to operate MOD, HMG, Emergency Services and Financial
accreditations. Phoenix has an assigned Security Officer whose primary function is to manage these
specific requirements.
Proactive Systems are physically and logically separated to ensure that discrete Customer
infrastructure and associated data is protected from unauthorised access. This includes perimeter
202

security appliances on each dedicated link, source port routing and definition of system and user access
rights.
These systems also include proactive infrastructure and security management using a combination
of policy-based routing, Layer 7 content switches, physical separation, address translation, firewalling,
password protection and intrusion detection and protection systems. The technology solution is backed
by threat management systems and appropriate policy and procedures to secure the infrastructure.
Phoenix will also supply a detailed list of all IP addresses required for management systems and
UDP/TCP ports and management protocols that will require access to Customer systems. This will
ensure that only approved management traffic is enabled to traverse the infrastructure.
Phoenix will utilise a range of connectivity options to provide remote monitoring solutions.
The preferred method of connection will be via a standard point to point GRE tunnel over IPSEC VPN
connection, using 3Des encryption, terminating on existing Customer equipment. This tunnel will be
utilised to collect device and system based performance statistics and incident based information.
Phoenix will also utilise point to point leased lines, frame-relay links or more regularly are connected
directly to the Customer’s core MPLS infrastructure. This will provide access to PSN Customer
equipment room sites for remote monitoring and management of these facilities.
3.2.2 Physical Security
Phoenix has achieved both ISO/IEC 20000 and ISO/IEC 27001:2005 Information security
management and process certification. All Phoenix personnel will be issued clear guidelines concerning
their obligation with regard security issues and confidentiality of data and the data protection
legislation.
203

3.2.2.1 ISO/IEC 27001 requires that for Customers Phoenix will:
Systematically examine the Customer’s information security risks, taking account of the threats,
vulnerabilities and impacts;
Design and implement a coherent and comprehensive suite of information security controls
and/or other forms of risk treatment (such as risk avoidance or risk transfer) to address those
risks that are deemed unacceptable; and
Adopt an overarching management process to ensure that the information security controls
continue to meet the Customer’s information security needs on an ongoing basis.
Phoenix will work with PSN Customers to identify and understand any security requirements as part
of scoping the Service requirements and to implement them as part of service transition.
3.2.2.2 Service Security
Dual Control centres will provide technical support to the Phoenix customer community. In the
event of issues with access to a given site all systems can be fully supported from the secondary site.
The infrastructure will be constructed using a secure MPLS infrastructure between sites to provide
resilient connectivity and system access.
All systems will be backed up to local storage and then to the secondary control centre. In the event
of a local incident involving hardware failures or environmental issues, the critical systems will be
restored within four working hours utilising the most recent backup and “warm” backup hardware.
In the event of a major incident (for example, substantial fire damage/building condemned), key
systems will be restored to a secondary site within five working days.
3.3 Incident and Problem Management for Managed Equipment Rooms
Incident and Problem management are key components to the delivery of the management
solution. Phoenix will investigate and resolve issues as they occur, whether automatically detected of
notified by the PSN Customer or Phoenix own support teams on site. This service will be provided by
Phoenix in full compliance with all PSN incident management Codes, for example:
204

INC.5 =
“Minimum Service Level: Review Incidents allocated to them, measured from the time
the Incident is received to the time it is accepted or rejected (with justification), within
30 minutes for 90% of all Incidents received in any one hour during the Agreed Service
Time.”
INC.6 =
“Minimum Service Level: Inform the PSN Service Bridge of all Major Incidents within
30 minutes of the Incident being recorded during the Agreed Service Time.”
INC.11 = “Minimum Service Level: Inform the PSN Customer of the affected service when an
Incident is raised or when the status of an Incident changes, within 30 minutes from
the time the Incident is raised or its status changes during the Agreed Service Time.”
Incident Management will focus on the initial engagement of an issue and liaison with the Customer.
The Phoenix service team will provide the initial diagnostic based on known issues that occur within the
infrastructure, usually to address minor issues and will minimize disruption to the business by restoring
service operation to agreed levels (including agreed response and resolution times)..
If escalation for a non-standard fault is required, this will be passed to the Problem Management
Team whose primary role is to utilise product and technology specific skills to establish the root cause of
an issue and resolve the incident.
A response would then be initiated in line with the SLA that has been defined and agreed for each
PSN Customer.
Monitored alarms will automatically log an incident on Phoenix Management System Alliance v10
which ensures that alarms will be actioned and reported on.
205

The SLA will define the Incident resolution process and associated timescales beyond the minimum
service levels defined by the relevant PSN incident management Codes.
SLAs for monitoring and management services tend to vary significantly dependant on the criticality
and the functionality of the supported systems, however while monitoring will be carried out 24 x 7,
365, management can be provided; to match the Customer’s hours of business, 24 x 7, 365 or any
variation in between. Phoenix will accommodate this, even for example if this is required for different
segments of a Managed Equipment Room.
3.3.1 Key Performance Matrices
In relation to the achievement of improved response and fix times from point of call, Phoenix will
report on the number of Incidents and how the SLA and the end-to-end support processes can be
further improved as well as technical support calls and project activity.
Phoenix will also agree regular service review reports and meetings to clearly communicate
performance against SLA’s. In support of this Lot for Managed Equipment Room Services Phoenix will
provide Monthly review meetings as the standard base offering.
3.4 Secure Portal
Phoenix will provide nominated Customer and Authority users access to a secure management
Portal. This portal will utilise unique user sign-on to establish an SSL encrypted connection to the
session. The portal will have a defined number of users, each of which will have to be specific users, as
opposed to group email accounts.
206

As defined and approved with each PSN Customer, Phoenix will provide access to the secure portal
to a defined number of users (as opposed to group email accounts). These users will use the portal to
access :
Alliance v10 - Read Only or Read/Write access to the Phoenix Call Management application to
view, open, track and update the status of an incident.
Matrix View – Service Desk View of Infrastructure Status
Topology View – Graphical view of Topology and device status and associated information
Performance Reports – Historical Performance reports for key systems and devices
Availability Reports – Availability statistics of each monitored object.
Change Control – Access to log, track, update open change requests
Contract Schedule – Service contract and inventory list
Infocentre – Online storage of related service information. i.e. Maps and escalation information.
The portal has been developed to share information between Phoenix and our customers. This will
enable all authorised users to access critical, accurate information when it is required, thus helping the
overall Service Management approach within the scope of service.
3.5 Service Desk Support
Phoenix will provide a 24 x 7 x 365 Service Desk to receive and log calls from the Customer Service
Desk by telephone via a dedicated phone number with a customised greeting and/or email via a
dedicated email address. Calls to the Service Desk will be logged immediately and users will
automatically receive confirmation via email that the call has been logged and are notified as to who will
be handling the call. Phoenix will also offer an option to log calls via Web or Electronic Data Interchange
(EDI) from the Customer’s own Service Desk system.
The Phoenix Service Desk will provide the following functions:
Primary Point of Contact
o Single point of contact for users either via dedicated phone number or dedicated e-mail
account
207

Incident Management
o Detection and Recording of an incident including assignment of unique reference
number
o Classification of the incident using remote tools and knowledge base
o Prioritisation of the incident to agreed service levels
o Management of Investigation and diagnosis phase
o Management of Resolution and recovery phase
o Closure
Request Management
o Recording of a service request including assignment of unique reference number
o Management of Fulfilment
o Closure
Problem Management
o Trend analysis of monthly problems
o Assistance with the handling of major incidents
Escalation of Outstanding Incidents / Problems and resolution management
Service Reporting & Management Information
o Monthly reporting
o Call Statistics
o Recommendations
Component Supplier Coordination
o Pass incidents to component suppliers
o Retain incident ownership
o Ensure correct closure and user satisfaction
A number of activities listed above, such as those relating to incident, problem and event
management, will be provided by Phoenix to at least the minimum service levels defined by relevant
PSN Codes.
A dedicated number will be offered which allows the analyst to personalise the initial greeting,
enabling the offer of a previously agreed bespoke response to the call. Options that will be made
available include:
208
Dedicated 0870# access to Phoenix Service Desk agents (other numbers including 0800 are also
available)
Ability for Phoenix PSN Customers to setup their own internal 4-digit extension to the Phoenix
Service Desk.

4 Managed Equipment Room Access Control Process
As part of the Network Operations Centre Service Desk in High Wycombe, Phoenix has an
Administration team that works alongside the Monitoring System teams that will manage Access Control
processes for PSN Customers. This proximity allows for a close working relationship between the teams
to ensure incidents will be handled quickly and efficiently and in line with the PSN Authorities and
Customer requirements.
The Administration team will support requests for access to Phoenix Equipment Rooms and 3 rd party
owned rooms (where Phoenix has leased space) in which Phoenix hosts Customer systems to which
Customers require access. This process will be extended to incorporate Customer requests using either
Phoenix process and procedures or if required, those of the Customer.
Phoenix Access Management process will help to protect the confidentiality and integrity of
Customer Equipment Rooms by ensuring that only authorised users are able to access them.
4.1 Approved Access List
Phoenix will use an Approved Access List detailing the names and levels of authority of people from
various activities relating to the equipment room services. Customer employees on the list will each be
given a security level 1 – 5, which will provide the individual with different levels of entitlement, as
below
Definitions :
Level 1
Super User level, can request anything, including updating the user list.
209

Level 2
Change Requestor level, can request changes to the infrastructure or
services provided by Phoenix.
Remote Hands level, can request remote assistance such as reboots, tape
Level 3
changes, troubleshooting tasks, as well as request technical information on the
Customer infrastructure.
Level 4
Access Requestor level, can request access for themselves or others to
Phoenix data centres.
Level 5
Fault Logger level, can log faults/incidents
Please note that access levels 1 – 5 cannot be mixed. If a person is assigned
Comments:
to an access level e.g. Change Control then he will automatically have any access
rights that fall below it i.e. Fault logger, Remote hands and Access Requestor
The completed approved access list will then be sent via email to the Phoenix Service Desk to keep
on file. This list will be reviewed and updated on a regular basis (as required by the Customer).
This policy places a clear responsibility on the Customer to advise Phoenix of changes to the list
promptly, to ensure that staff who are no longer employed or engaged by the Customer, cannot gain
access to the equipment room.
All Customers or Customer contractors will be required to bring proof of identity to site in the form
of a valid government photographic I.D. e.g. driving license or passport.
210

The Service Desk will need to be informed immediately should someone on the list leave. Any
visitors who arrive on site and have not been pre-authorised by someone listed on the Approved Access
List will be denied access until Phoenix can verify that access should be granted.
211