WAN Access Service

FUJITSU G-Cloud Services { Insert Service Name }

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Service Definition

WAN Access Service

G-Cloud 9


Table of Contents

WAN Access Overview ..................................................................................................................... 3

Fujitsu’s Network & Telecoms Operations centre ............................................................................... 5 Why Fujitsu? ........................................................................................................................................ 5 Managed Network 2.0 ......................................................................................................................... 6 Fujitsu Federation and Orchestration .................................................................................................. 7 Service Management .......................................................................................................................... 8 Single Pane of Glass ........................................................................................................................... 9

Scope ................................................................................................................................................ 10

WAN Access Deliverables ................................................................................................................ 10 Order Management ........................................................................................................................... 10 Incident and Problem Management .................................................................................................. 10 Telecommunication Supplier Management ....................................................................................... 10 Failure to resolve Incident – follow up actions .................................................................................. 10 Change Assessment ......................................................................................................................... 11

Service Delivery ............................................................................................................................... 12

Service Delivery ................................................................................................................................ 12 Service Management ........................................................................................................................ 12 Security and Information Assurance ................................................................................................. 12 Business Continuity ........................................................................................................................... 13 Training and Consultancy ................................................................................................................. 13 Additional Service Options ................................................................................................................ 13

On-boarding and Off-Boarding Processes ................................................................................... 14

On-boarding ...................................................................................................................................... 14 Off-Boarding ...................................................................................................................................... 14 Data migration ................................................................................................................................... 14

Service Levels ................................................................................................................................. 15

WAN Access Service Installation Lead Times: ................................................................................. 16 WAN Access Services Availability and Priority 1 Fix Times: ............................................................ 16 Incident Priority Levels: ..................................................................................................................... 16

Pricing .............................................................................................................................................. 17

WAN Access Service Installation Prices ........................................................................................... 17 WAN Access Service Per Annum Prices .......................................................................................... 17 WAN Access Service Professional Services Day Rates ................................................................... 18

Commercial ...................................................................................................................................... 20

Ordering and Invoicing Process ........................................................................................................ 20 Trial Service (Only include if a trial is available) ............................................................................... 20 Minimum and Maximum Terms ......................................................................................................... 20 Service Credits .................................................................................................................................. 20 Customer Termination ....................................................................................................................... 20 Supplier Termination ......................................................................................................................... 20 Consumer Responsibilities ................................................................................................................ 21 Service Constraints ........................................................................................................................... 22 Technical Requirements ................................................................................................................... 23 Service Exclusions ............................................................................................................................ 23

Definitions ........................................................................................................................................ 24

FUJITSU G-Cloud 9 Service – WAN Access


WAN Access Overview Fujitsu provides a set of comprehensive WAN access solutions for clients. IoT, Cloud, Hybrid IT, Big Data, Artificial Intelligence and virtualisation have made the network the critical component to achieve these key organisational strategic objectives. Fujitsu WAN Access Services provides the ability to support our customers’ key strategic organisational objectives by offering:

A Standardised offering to offer the same tangible results and deliverables no matter what the strategy and technology used.

Differentiated offering because only Fujitsu can offer a true “end to end” solution, which can include IoT, Cloud, Hybrid IT, Big Data, Artificial Intelligence and infrastructure virtualisation utilising Fujitsu technologies and know how.

True Customer Transparency because Fujitsu’s FMNOS (Fujitsu Managed Network Operations Software) allows our customers to understand in real time how IoT, Cloud, Hybrid IT and virtualisation is affecting their networks.

Automation & Orchestration because Fujitsu’s FMNOS offers complete operations and customer automation including assets defined in the CMDB & Service Catalogue to become availability and delivered in real time.

Critical Network Analytics Fujitsu’s FMNOS can also provide instant Capacity Management (ITIL aligned) and control utilising real time data from the network.

Truly agility platforms for:

Legacy & new virtualised networks – no matter what the technology, Fujitsu can offers the ability to manage transparently a client’s infrastructure in new & exciting ways

ITIL capabilities – it isn’t about “it’s aligned to ITIL”, it’s about “how does my Managed network enable me a competitive advantage” – Fujitsu’s Managed Networks can

Fujitsu’s key resources and capabilities has the ability to offer our prospects, clients and customers a unique offering into the market, by mixing our unique skills, knowledge and understanding of the IT and Communications environment for all verticals. This is because during our interaction with our clients, we learn unique knowledge and understanding of how technologies can enable our clients to achieve a Competitive Advantage. Examples of these capabilities are illustrated where Fujitsu has leveraged WAN technologies for IoT capabilities within the Utilities vertical; enabling these organisations to achieve both a price leadership position in connectivity; whilst utilising the technology to provide an agile infrastructure that can adapt within hours to environmental changes; and as a platform for IoT devices to understand the analytics behind Telemetry data and as a platform for the evolution of SCADA technology– which will be key to their strategic direction. Enabling our clients to stay ahead of the pack and achieve a significant Competitive Advantage.

The aim of Fujitsu’s WAN Access service is to maintain high-quality network connectivity and performance whilst offering the ability to response to competitive pressures. Fujitsu also offer innovate solutions, for example Fujitsu’s new Managed Service for Software Defined WAN (SD-WAN) which offers the ability to virtualize your Wide Area Network. Enabling the ability to rapidly deploy new applications, services and offering to the market. Whilst at the same time reduce costs by removing hardware and support costs by the virtualization of your network.



In summary, the WAN Access service provides:

24 hour by 365 days monitoring and incident management from our secure Network Operations Centres (NOC)s

Escalated network issues managed by Fujitsu’s Network Operations Centres (NOCs) technical & operational specialists.

Proactive incident management and response; restoring service in accordance with Fujitsu’s committed Service Level Agreements.

Order Management for end to end service provision

Online customer dashboard providing near real-time network status data to help customers understand how well their network and surrounding IT is performing. With Network reviews, planning and consultancy to optimize the network performance and proactive identify possible future issues, utilizing knowledge of how applications are impacting the network.

Security assurance up to CAS-T (OFFICIAL) (Silver Security level) and accreditation up to OFFICIAL SENSITIVE (CTAS) (Gold Security level).

Routine Service Management and maintenance modifications

Change Management – expert assessment of non-routine service modifications

Out-tasked and outsourced operations – for customers wishing to retain ownership of their existing or new network assets Fujitsu can provide the skills to professionally and economically deliver the right Managed network operation.

Public Cloud Access – Fujitsu’s core networks are already extended to Fujitsu’s and the mainstream public clouds, allowing effortless integration of cloud-based applications into your private network. Enabling secure access to public Cloud offering between Amazon Web Services, Azure and Fujitsu’s K5 for applications such as Office365 and Skype for Business.

Ability to monitor and manage key WAN metrics such as Availability, Latency, Jitter and Packet Loss for critical application support (such as IP Telephony, Contact Centre voice & data and Unified Communications).



The Wide Area Network service provides seamless management of end-to-end networks when combined with our best-in-class Managed service product portfolio:

Managed Networks – LAN –network attached devices including LAN Switches, Routers and WAN-Optimization Controllers

Managed Network - WLAN – building secure corporate, public and private network including guest access networks across retail, leisure and corporate office markets.

Fujitsu’s Network & Telecoms Operations centre

Our UK-based telecommunications–specific network operation centres (NOCs), which manage our wide range of connectivity components for the MN-WAN service. These two centres operate under strict security controls to ensure the management of the network connectivity is not compromised. The NOCs are where our expert telecommunications–dedicated teams operate the services through the deployment of our standard tools, capabilities and methodologies. In addition we utilize Fujitsu’s in house skills and services to deliver a network solution which will drive the value from your investment in IT, whether extending the life of existing assets, investing in new infrastructure, or making the transition to new hybrid IT architectures.

Why Fujitsu?

The complete network service from design to operate – from committed professionals

Dedicated UK and offshore Network Operations centres – serving you wherever you are

Network monitoring 24 hours a day, every day – resolving issues before they can impact your operations

The strength of a world class systems integrator – our network solutions deliver seamless support for your operational processes

The power of partnership – Fujitsu work with innovative partners to create the best network experience for your operation.

Fujitsu offer comprehensive Off-the-shelf and bespoke managed network services addressing all matters relating to the set-up and operation of highly efficient Customer networks, from planning through to maintenance and security. Whatever the complexity of your requirements, Fujitsu can provide a single source of expertise and experience. From managing your migration to Voice over IP (VoIP) to deploying high quality LAN, WAN, SAN or MPLS VPN environments, Fujitsu offer the levels of performance your business expects, while driving down cost. Fujitsu will meet your network demands by:

Delivering constant network availability and high performance

Ensuring flexibility and scalability to meet future requirements

Reducing operating and administrative costs

Minimising risk and maximising security

Supporting data centre consolidation

Increasing application performance.



Fujitsu can offer expertise in all of the following areas, building on the network infrastructure to enhance and develop a network and security solution:

Design, Implementation and Support for network platforms from leading vendors , including but limited to Adva, Avaya, Radware, Cisco, Juniper and F5

Design, Implementation and Support for network security platforms from leading vendors, including Check Point, Juniper, Imperva, Crossbeam and McAfee

Design, implementation and support for Centralised Infrastructure Management Platforms, including Check Point Provider-1 and Juniper NSM

Enhanced proactive security support services for Security Auditing and Accounting, including SIEM/LogRhythm protective monitoring, Tufin firewall rulebase management, Indeni firewall health checking, RestorePoint secure backup system

Identity and Access Management, including RSA Tokens, RADIUS, TACACS

Network Monitoring and Management, including CA SevOne SNMP monitoring and alerting, CA Spectrum trending and capacity management, Single Pane of Glass Dashboards on any user device, Enhanced SLA monitoring and reporting, BOXI alert analysis, SSH, SSL VPN and proprietary software clients

Network Diagnostics, including Observer/Gigastor probes for packet capture and analysis, Wireshark.

Managed Network 2.0 Fujitsu have created a programme entitled Managed Networks 2.0, to transform our management tools, leveraging investment in the infrastructure and the associated business processes to enhance our services. This approach provides our customers with a managed network that they can rely on to deliver business critical services, and at the same time, help them understand how those services are performing.

The key features of Managed Networks 2.0 are as follows:

Proactive fault monitoring with improved thresholds and device level analysis.

Performance monitoring to identify not only critical devices, but also applications on the wire, monitoring their performance and tracking trends with detailed stored data for up to one year. This allows Fujitsu to correlate network device performance with application load to provide our customers with better visibility of issues, provide correlation of user experience with the underlying network performance, and improve fault analysis in the event of issues.

An orchestration layer that provides a platform for integrating with business processes, abstracting the network management experience and correlating information from multiple tools to create an end to end solution. This orchestration layer also provides an environment for automation to streamline our customer’s network business operations allowing more agile service rollout and support.

Network wide policy based configuration management. To complement the capabilities of the orchestration layer, Managed Networks 2.0 supports centralised configuration management of devices, which can report and fix configurations that are non-compliant with policy and enhances the automation capabilities of the managed network, reducing the time required to roll out network configuration changes.

A “Single Pane of Glass” network dashboard, supporting multiple tailored network views and management reporting. Access to this near-live report is given to an agreed number of key individuals within the customer organisation through a secure portal, so they have an instant view of how the network is performing wherever they are.



Fujitsu Federation and Orchestration Fujitsu’s class leading toolset solution incorporates an orchestration and process automation tool that provides role-based access to cross-platform data and automated operational processes, and comes with a form generator that simplifies the realisation of user self-service services. Fujitsu uses the automation capabilities of this toolset to integrate the underlying management tools such CA Spectrum®, SevOne, and Network Configuration Management, and to provide a path to support future integration of technologies such as SDN/NFV.

High Level Toolset Overview

CA Spectrum®

CA Spectrum is a leading network monitoring tool that can discover and manage physical, virtual and cloud environments. It supports a wide array of devices and vendors with specialised monitoring applied to each supported device to enhance its strengths and mitigate its weaknesses.

Spectrum Fault Management

Fujitsu uses Spectrum to provide comprehensive network alarm monitoring and visualisation of the network topology for detailed analysis of issues.



SevOne

To provide performance monitoring and comprehensive flow analysis support for the network, Fujitsu uses SevOne. SevOne is able to monitor the performance of converged infrastructures, to provide a consolidated performance dashboard that includes network, application, response time, and VoIP reports.

SevOne’s ability to correlate network performance data into single view

SevOne’s key capabilities are summarised as:

NetFlow Reporting - Collects raw NetFlow and reports on flow data at one second intervals.

NBAR Reporting - Collects and reports on Network Based Application Recognition (NBAR).

IP SLA Tests - for configuring IP SLA tests. Alerts and reports when threshold violations occur for latency, jitter, and packet loss. Automates the deployment of thousands of tests with simple deployment scripts, allowing for comparison of current user experience levels to historical norms.

Medianet Performance Monitor - Identifies degradation to business-critical voice, data and video applications. Supports new IOS capabilities including user traffic performance and IP Flow path tracing Performance Monitor via NetFlow and IPSLA video application tests.

Service Management The Fujitsu NOC (Network Operations Centre) team utilises a Trouble Ticketing System where all faults are immediately logged via the ServiceDesk, either as reported by a customer, or as observed from the network management systems.

Each issue is allocated a unique reference number and is tracked and monitored by the toolset SLA module. As the case is created, all relevant detail is recorded and a unique reference number is allocated. Such details include the:

SLA for that circuit.

Equipment ID.

Name of person reporting.

Customer/Local reference.

Affected circuits.



Single Pane of Glass A key feature of Fujitsu’s solution is that it is possible to get access to the toolsets from any location and from mobile devices. Through our secure portal, customers can access performance reports from any device with a web browser, which means managers will always be able to access the network information and the days of taking printouts into meetings are consigned to the past.

Fujitsu Single Pane of Glass mobile view

This capability means that with a Fujitsu Managed Network Service, customers can always access critical information, in real-time, about how their network, and the business critical services running over them, are performing.



Scope

WAN Access Deliverables

The WAN Access Service is an order management and Incident and Problem Management service for Fujitsu’s portfolio of WAN Access services providing connectivity from any location to the Fujitsu Core network:

Broadband Access (xDSL) (Copper-based connectivity Direct to Internet or direct to

Fujitsu’s core network)

Ethernet Access (Copper-based, Fibre Based, Hybrid Fibre and copper)

Point-to-point Circuits (switched, UK & international).

The WAN Access Service shall commence on Acceptance by Fujitsu of a valid order for the Service by the Customer.

Order Management

Fujitsu shall manage the Customer order for WAN Access Services with the Telecommunications Supplier as part of the On Boarding Process, see the On Boarding section below.

Incident and Problem Management

In the event of a Customer WAN Access Service being reported in an error state, Fujitsu shall attempt to resolve the Incident by following Fujitsu’s Incident Management process.

Fujitsu shall undertake the steps below in order to attempt resolution of the Incident:

Incident Triage against current Known Errors Log

Remote diagnosis where available

Refer the Incident to non-network teams in Fujitsu

Refer the Incident to 4th line teams including suppliers and partners of Fujitsu

Manage the Incident reporting and updates with the Customer

Track the Incident through to resolution.

Telecommunication Supplier Management If a Customer WAN Access Service failure is identified by Fujitsu, Fujitsu will manage the Telecommunication supplier of the WAN Service in accordance with the Customer agreement. Fujitsu’s Telecommunication Supplier management shall include:

Verification with the Customer contact of the access details for the Customer site the Service originates/terminates, this shall include, site address, health and safety requirements, escorting requirements for the engineer, access time and date

Obtain details of a customer representative on the Customer site where the failed Service Originates/Terminates. This shall include; Name, contact telephone number, email address

The arrangement of a Telecommunication Supplier engineer to attend the Customer site

On successful restoration of the failed Service Fujitsu shall verify with the Customer Contact that Service has been restored.

Failure to resolve Incident – follow up actions

If after Incident Management work against the WAN Access Service, the Incident remains unresolved but the WAN Access Service is Available.



Where Fujitsu is only responsible for the resolution of incidents caused by a failure of the WAN Access Service, and not responsible for any other aspect of the Customer network then Fujitsu shall pass the incident back to the Service management organisation responsible for Incident Management.

Change Assessment

Fujitsu shall assess and provide impact assessments for service changes raised on Fujitsu’s WAN Access Service during the Service Hours.

Customer originated requests for change shall be communicated to Fujitsu using the Change Control Procedure.

Fujitsu originated requests for change shall communicated to the Customer using the Change Management Procedure.

Where a request for change is deemed by Fujitsu to be too complex for the Change Assessment process, then Fujitsu shall:

Contact the Customer Representative to agree how to proceed.

Requests for Change that may be rejected as too complex may include but not be limited to:

Changes to the attributes of the Customer Network Solution that is deemed by Fujitsu to

contain risk to the service.

Changes that Fujitsu deems are significant so as to require project management to

Implement.

Changes to the Approved Network Design.



Service Delivery

Service Delivery The Order Management Service Shall commence on acceptance of the Customer order for the services contained here in this Service Definition by Fujitsu.

Service delivery shall commence on the completion of Acceptance of the Service by the Customer.

Service Management Fujitsu shall provide the Customer with ability to escalate problems and incidents, the escalation process shall be requested via a Service Desk service which must be separately procured.

Security and Information Assurance The Fujitsu Network Operations Centres are accredited to process data up to and including Official Sensitive. The Fujitsu NOC Facilities are certified to ISO27001:2005, certificate number UK002399, issued 4th December 2012.

As a trusted organisation, Fujitsu holds the following certifications:

BS EN ISO 9001 Quality Management

ISO 9001:2008 Certificate - Fujitsu UK & Ireland

ISO 9001:2008 Certificate for Defence & Security

TL9000 H-S-V, R5.5/R5.0

TL9000 H-S-V, R5.5/R5.0

ISO/IEC 20000 Service Management

ISO/IEC 20000-1:2011 Certificate - Home Office, PSNI, LGSS and Flex related

ISO/IEC 27001 Information Security Management

ISO/IEC 27001:2013 Certificate - Fujitsu UK & Ireland

ISO/IEC 27001:2013 Certificate - Fujitsu DPS (Document Processing Solutions)

Cyber Essentials Scheme Specification

PCI Certificates

ISO 14001 Environmental Management

BS OHSAS 18001 Occupational Health & Safety Management

BS 10500 Anti-Bribery Management (ABMS)

ISO 22301 Business Continuity Management

CAS(T) - CESG Assured Service (Telecommunications)

HMRC Authorised Economic Operators (AEO)

IiP Gold (Investors In People)

Operational Sustainability (Tier III Data Centres)

CESG Pan Government Accreditation Certificates

PSN Connectivity Service Compliance

PSN Service Provision Compliance certificate

EMEIA Wide:

ISO/IEC 27001 Information Security Management

EMEIA ISO 27001 Statement of Applicability

EMEIA ISO27001 Detailed Scope Document



Business Continuity The specific Offering does not directly deal with customer data and does not include business continuity support. Fujitsu will engage with customers regarding their data needs and dependent on the stated requirements propose appropriate solutions. Fujitsu offers a range of Framework Offerings including Backup As A Service and Managed Infrastructure Services which include the ability for customer data to be backed-up and restored.

Training and Consultancy Training is not applicable to this Service. Consultancy services covering aspects such as design, due diligence etc. may be provided by Fujitsu at the Customers request. Fujitsu shall provide a quotation for such services, the price for which shall be calculated using the rates displayed in the Managed Network Service Professional Services Days Rates table in this Service Definitions Pricing section, plus any other reasonable expenses.

Additional Service Options The options associated with this Service are as follow, a price quotation for which shall be made available on request:

Design

Implementation

Service Desk

Network Management Tools

Break/Fix Engineer and part to site

Equipment specification and procurement

Managed Network Service for the management of Customer network WAN routers, LAN

Switches, Load Balancers and WAN Optimisers.

MPLS, Wavelength Networks, Internet Service Provision.



On-boarding and Off-Boarding Processes

On-boarding The WAN Access Service includes order management which includes:

The management of the telecommunications supplier to deliver the Service as ordered

The arrangement of access to the Customer Site for telecommunication supplier engineers

to perform surveys and installation work or any other activity directly related the

Customer order

Commencement of billing.

Off-Boarding Off Boarding from the WAN Access Service may be subject to additional Charge, such Charge to be identified and agreed 1 month prior to the service termination date. The activities of the off boarding process include but are not limited to:

Management of the Telecommunications Supplier to complete the off boarding process

Disconnection of WAN Access Services

Removal of any telecommunications supplier equipment from the Customer premise

Cessation of billing.

Data migration

Not Applicable.



Service Levels



WAN Access Service Installation Lead Times:

WAN Access Services Availability and Priority 1 Fix Times:

Incident Priority Levels:



Pricing

WAN Access Service Installation Prices

All prices are quoted subject to site survey and requirement validation.

There is a fixed charge on a per Service basis for the on boarding to the WAN Access Service, See the table below. Should any additional effort be required in order to complete work or additional work which is out of the scope of this Service Definition is necessary, then such additional effort and any applicable charges will be agreed by both parties in the form of a new statement of work.

These charges are exclusive of Value Added Tax (VAT) and any other applicable sales taxes. Customer agrees to pay amounts equal to any VAT or other levy.

The Customer will also reimburse Fujitsu for all reasonable expenses paid or incurred by Fujitsu in connection with the Service; such expenses to be identified and agreed in advance where possible.

WAN Access Service Per Annum Prices All prices are quoted subject to site survey and requirement validation.



There is a fixed charge on a per annum basis for the provision of the WAN Access Service, see the table below. Should any additional effort be required in order to complete work or carry out additional work which is out of the scope of this Service Definition then such additional effort and any applicable charges will be agreed by both parties in the form of a new statement of work. These charges are exclusive of Value Added Tax (VAT) and any other applicable sales taxes. Customer agrees to pay amounts equal to any VAT or other levy. The Customer will also reimburse Fujitsu for all reasonable expenses paid or incurred by Fujitsu in connection with the Service; such expenses to be identified and agreed in advance where possible.

WAN Access Service Professional Services Day Rates The prices in the table below are applicable to any other activity (such as due diligence or design) that is not covered by the service charges contained in this service definition.

These charges are exclusive of Value Added Tax (VAT) and any other applicable sales taxes. Customer agrees to pay amounts equal to any VAT or other levy.



The Customer will also reimburse Fujitsu for all reasonable expenses paid or incurred by Fujitsu in connection with the Service; such expenses to be identified and agreed in advance where possible.



Commercial

Ordering and Invoicing Process The Customer shall pay the Charges to Fujitsu in accordance with the detail set out in the relevant Service Definition. All payments shall be made in pounds sterling (GBP).

Unless expressly stated otherwise, all Charges are exclusive of VAT and the Customer must pay Fujitsu an additional amount equal to such tax

With respect to the calculations for the Charges for the Service(s) and the VAT amounts, any fractional amounts less than one penny shall be rounded down

Fujitsu will invoice the Customer for the Charges as stated in the Service Definition and Customer must pay all invoices within thirty (30) days of the date of the invoice

If the payment date falls on a non-business day for financial institutions, the payment date shall be moved forward to the preceding business day

If the Customer neglects to discharge financial liabilities arising from the Agreement (including payment of the Charges and any debts due and payable), the Customer shall pay Fujitsu interest on any amount due from the due date of payment until the date of actual payment at the rate of 4% per annum above Barclays Bank plc sterling base rate. Interest is to be calculated on a daily basis

Fujitsu may vary the Charges in the manner provided for in the Service Definition.

Trial Service (Only include if a trial is available)

Not applicable.

Minimum and Maximum Terms The minimum term for an ordered WAN Access service shall be 12 months from the date of Customer Acceptance. The maximum term for an ordered WAN Access service shall be 24 months from the date of Customer Acceptance. Thereafter the WAN Access Service shall be renewed on a monthly basis, or re-ordered subject to the minimum term.

Service Credits

No Service Credits are available

Customer Termination The Customer may terminate this Agreement [or any part thereof], at any time, for convenience by giving not less than thirty (30) days written notice to Fujitsu. In the event that the Customer terminates this Service, Fujitsu shall include any un-recovered reasonably incurred costs plus the related overhead and profit margin for services provided and those required bringing the agreement to an end.

Supplier Termination Fujitsu may terminate the Service at any point during delivery of products specified in a terms of reference.



Fujitsu will provide the Customer with 30 working days’ notice of termination to allow handover [to the Customer] of any products developed up to the point of termination. Fujitsu will invoice the Customer for all Charges and costs incurred up to the point of termination.

Consumer Responsibilities So that Fujitsu may respond with its Partners to demands for Service, for each WAN Access Service the Customer must submit to Fujitsu on a quarterly basis its rolling twelve month projected forecast in the format reasonably required by Fujitsu from time to time, 30 days prior to the start of the forecast period (e.g. a forecast starting 1st January will need to be submitted by the preceding 1st December). The Customer shall log all Service Requests with the Fujitsu Service Desk via a customer service desk. Fujitsu shall not accept any service requests directly from any customer user. The Customer shall have a Fujitsu Service Desk contract in place throughout the time that they take the WAN Access Service. All service requests against this Service shall be managed through a Fujitsu service desk. It is the Customer responsibility to arrange the Service Desk contract, the costs for which are not included in this service. The Customer shall endeavour to ensure that it does not report incidents under this agreement which relate to equipment or networks that are not within the scope of the WAN Access service. The Customer shall at all times safe guard the conditions of any Fujitsu or Telecommunications Supplier provided equipment, this means:

Any equipment shall be mounted in a rack that is secured from unauthorised access

Any equipment shall be provided with power as specified by Fujitsu

Any equipment shall be provided with ventilation in accordance with the Fujitsu’s recommendations.

The Customer shall work with Fujitsu to establish the cause of the Incident when required to do so by Fujitsu as part of Incident Management, this shall include but not be limited to:

Power checks

Equipment indicator checks

Cable checks

Replacement of replaceable parts such as DSL filters.

The Customer shall work with Fujitsu to arrange and authorise access to the location of the WAN Access service presentation on site, when required to do so as part of Incident Management or maintenance, this shall include but is not limited to:

Authorisation for Fujitsu staff or their representatives including nominated 3rd parties

Provision of any required health and safety training, processes

Make clear to Fujitsu any requirements that the Customer may place on Fujitsu staff or their representatives including 3rd parties when visiting the location of any Telecommunication Supplier provided equipment.

Where an Incident is deemed by Fujitsu to have been caused by the Customer through misuse, neglect, or unauthorised access to any of provided equipment or services, then Fujitsu may seek financial remedies from the Customer as required.



The Customer shall not use the network connection as part of the WAN Access service in such a way as to maliciously or negligently:

Burden servers, disk space, CPU, network or other resources of Fujitsu or a third-party

Use the network to cause a denial of service to Fujitsu or a third-party

Commit fraud or in connection with a criminal offence.

In the event that the Fujitsu reasonably believes the Customer to be in breach of these Customer obligations, then it may terminate a connection immediately until it is reasonably satisfied that the Customer has removed the source of the breach. Fujitsu are entitled to make charges for any additional work undertaken due to Customer breach of these obligations.

Service Constraints Fujitsu shall not be liable for customer‘s take up, non-take up or other discretionary use of the information provided by Fujitsu or of any of the recommendations or options generated from the Service and activities under this Service Definition. Fujitsu has no maximum volumes for the WAN Access Service, however the following factors shall impact Fujitsu’s ability to deliver the service and may incur additional charges:

Failure to forecast to Fujitsu service volumes required

Unreasonable demands for new WAN Access Services.

The Service described in this Service Definition and the prices for such are valid for UK on-shore only. The Service Demarcation Point:

The Customer port on the access terminating equipment (CPE or NTE)

Customer-facing port(s) on Fujitsu-provided customer premises-based router: “Access demarcation”.

The Telecommunications Suppliers Fujitsu partners with have wide UK Geographical coverage, however Fujitsu and its partners shall not enter into any agreement to supply the WAN Access Service to a specific geographic location until the Customer order for such has been verified. Fujitsu and its partners shall not enter into any commitment or provide any guarantee to deliver any WAN Access Service against a customer quality requirement, such as a minimum bandwidth over a WAN Access Service until the Customer order has been verified as capable of meeting the quality requirement. If any Excess Construction Charges are identified such Charges must be accepted by the Customer before work on the Customer Order can continue. Where such Excess Construction Charges are identified, if no acceptance of such Excess Construction Charges is provided by Fujitsu within 14 Business Days of notification by Fujitsu of such Excess Construction Charges (or such longer period as the Parties may expressly agree), the Charges will be considered rejected and the Customer Order deemed cancelled. Fujitsu and its Telecommunications Suppliers may also reasonably reject any order for WAN Access Services if the Customer Order is deemed to be incomplete, illegible or inaccurate. Service reports shall only be available where either a Router or other network device is deployed and managed by Fujitsu (at additional cost) to terminate a WAN Access service.



Technical Requirements The WAN Access Service can only be delivered in the form expressed in this Service Definition when the following factors have been defined and agreed at the time a Customer order is placed:

Geographical availability of services

Geographical proximity of the customer site to the supporting network

Availability of supporting cable infrastructure

Availability of capacity in the supporting network

Bandwidth availability of the service ordered

Latency, Jitter, and packet loss over the service ordered.

Service Exclusions The following elements are not included or applicable as part of the offered Service and are therefore not included within this Service Definition:

Service Desk

Network Monitoring Tools

Break-Fix Service (the management of this is included in this Service).

Customer Premise Equipment, for example: Routers, Modems, Cabling from the WAN Presentation.



Definitions Any terms used in this Service Definition have the meaning assigned to it by the Fujitsu Cloud Service Agreement Terms and Conditions. Additional terms used have the meaning assigned by this paragraph. In the event of any conflict between the terms of this Service Definition and the other documents that comprise the Agreement, the provisions of this Service Definition shall prevail.






About Fujitsu Fujitsu has been working with the public sector for over 40 years and is a global IT company offering a complete range of products, services and solutions. From looking after applications and protecting data, to managing supercomputers around the world, we’re helping government and business everywhere to become more innovative and efficient. Winners of Business in the Community’s (BITC) Responsible Business of the Year 2015 and with a 5* rating in their Corporate Responsibility Index, we are also proud to work alongside our charity partner MacMillan Cancer Support.

FUJITSU Phone: 0843 365 1549

E-mail: [email protected]

Website: uk.fujitsu.com

ID-3275/05-2016

uk.fujitsu.com

Subject to contract.

© Copyright FUJITSU 2017. All rights reserved. FUJITSU and FUJITSU logo are trademarks of Fujitsu Limited registered in many jurisdictions worldwide. Other product, service and company names mentioned herein may be trademarks of Fujitsu or other companies. This document is current as of the initial date of publication and subject to be changed by Fujitsu without notice. This material is provided for information purposes only and Fujitsu assumes no liability related to its use. Subject to contract. Fujitsu endeavours to ensure that the information contained in this document is correct but, whilst every effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused) sustained as a result of any error or omission in the same. No part of this document may be reproduced, stored or transmitted in any form without prior written permission of Fujitsu Services Ltd. Fujitsu Services Ltd endeavours to ensure that the information in this document is correct and fairly stated, but does not accept liability for any errors or omissions.

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