Client AMonthly Report

June 2014 v1.0

Executive SummaryContractual Service Levels XXX Green

Service Management XXX Green

Incident Management XXX Green

Morning Checks XXX Green

System SLAs XXX Green

Change Management XXX Green

SAN Health Check XXX Green

System SLAs Morning Checks

FTP Issues – Zero Byte RecordsXXXXX

AIMIE LoadXXXXX

Additional IssuesXXXXX

MORNING CHECKSSLA HOURSMON - FRI

SLA TargetActual Downtime

Current Month (Minutes)

Total Time Loss Before SLA Impacted

(Minutes)

% Availability - June 2014

Morning Checks: Network 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: AI Form 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: Assist Automated 08:00 - 20:00 99.00% 265 165.6 98.40%Morning Checks: Archive Logs 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: Swift File Process 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: Pending Logs 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: Ocean Automated 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: Swift Gateway 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: Promail (Automated) 11:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: Advices / Statements(Content Manager)

08:00 - 20:00 99.00% 0 165.6 100.00%

Morning Checks: Visa Automated 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: Bacs In - Automated 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: Bacs Out - Automated 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: Great Plains 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: Globus Security emails 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: MI Files 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: AIMIE Load 08:00 - 20:00 99.00% 436 165.6 97.37%Morning Checks: Marketing Files 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: FDI Update emails 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: 950 Globus files 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: Server Backups 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: JFSC 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: Kofac 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: DRLS 08:00 - 20:00 99.00% 0 165.6 100.00%Morning Checks: RBS In 08:00 - 20:00 99.00% 890 165.6 94.63%

SYSTEMSLA HOURSMON - FRI

SLA TargetActual Downtime

Current Month (Minutes)

Total Time Loss Before SLA Impacted

(Minutes)

% Availability - June 2014

Active Directory 24 Hours 99.00% 0 417.6 100.00%AIMIE 08.00 - 20.00 99.00% 52 144 99.64%Assist 08.00 - 20.00 99.00% 555 144 96.15%BACSTEL IP 08.00 - 20.00 99.00% 15 144 99.90%Content Manager 08.00 - 20.00 99.00% 0 144 100.00%

Datafeed - Bloomberg & Reuters 08.00 - 20.00 99.00% 0 144 100.00%Email - BlackBerry 24 Hours 99.00% 0 417.6 100.00%Email 24 Hours 99.00% 0 417.6 100.00%Fax 24 Hours 99.00% 0 417.6 100.00%

First Data International 08.00 - 20.00 99.00% 0 144 100.00%File & Print Services 08.00 - 20.00 99.00% 0 144 100.00%Globus 08.00 - 20.00 99.00% 23 144 99.84%Grassroots 08.00 - 20.00 99.00% 0 144 100.00%Great Plains 08.00 - 20.00 99.00% 0 144 100.00%Internet Banking (IBS) 24 Hours 99.00% 145 158.4 99.65%Internet Brochure Site 24 hours 99.00% 80 417.6 99.81%Internet Connectivity 24 Hours 99.00% 15 417.6 99.96%Intranet Site Components 08.00 - 20.00 99.00% 0 144 100.00%Local Network Connectivity (LAN) 08.00 - 20.00 99.00% 0 144 100.00%MPLS 24 Hours 99.00% 0 417.6 100.00%Ocean 08.00 - 20.00 99.00% 0 144 100.00%SharePoint 08.00 - 20.00 99.00% 0 144 100.00%SWIFT 24 Hours 99.00% 0 417.6 100.00%Telephony 08.00 - 20.00 99.00% 0 144 100.00%Telephony: IPCC 08.00 - 20.00 99.00% 0 158.4 100.00%Wallboards 08.00 - 20.00 99.00% 0 144 100.00%Wide Area Network 24 Hours 99.00% 0 417.6 100.00%Witness 24 Hours 99.00% 0 417.6 100.00%SAN 24 Hours 99.00% 0 417.6 100.00%

Contractual SLAs

June SLA Results

Previous Months SLA results

Response Fix Response Fix Response Fix Response Fix Response FixPriority 1 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%Priority 2 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%Priority 3 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%Priority 4 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%Priority 5 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%Priority 6 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

March During March all contractual Service Levels were metAprilMay

February

During April all contractual Service Levels were metDuring May all contractual Service Levels were met

March March April May

PRIORITY SLA_RESPONSE SLA_FIX TOTAL_CALLS %_RESPONSE %_FIXPriority 1 0 0 0 100.0% 100.0%Priority 2 0 0 150 100.0% 100.0%Priority 3 0 0 177 100.0% 100.0%Priority 4 0 0 3 100.0% 100.0%Priority 5 0 0 165 100.0% 100.0%Priority 6 0 0 3 100.0% 100.0%

Total Calls Logged During June by Priority

Call Type Definition Target for response\resolution

Priority 1 Incident Business critical incident - Critical system down.

Response 30 Minutes. Fix time: 8 hours.

Priority 2 Incident

Serious incident – Serious internal impact, delay or interruption to important, group or single user. This includes password resets on business critical systems (e.g. Globus, Active Directory, Content Manager etc.).

Response 1 hour. Fix time: 12 hours.

Priority 3 Fault

Fault – Affects and restricts a single user’s ability to work, but is not business critical.

Response 2 hours. Fix time: 96 hours.

Priority 4 Question - Non-urgent problem, as stated by the customer, or a request for information

Response 9 hours. Fix time: 120 hours

Priority 5Service Request - Involves the supply of items from SPB Service Catalogue / or access to a list of standard hardware and software available.

Response 9 hours. Fix time: 120 hours

Priority 6 Diarised Service Request – date reliant service request

Response 18 hours. Fix time: 540 hours.

Priority 9 Internal IT support calls – non system affecting No SLA.

The Service Desk logged 716 calls, an increase of 70 calls compared to May. There were 10 joiners/transfers/leavers in the reporting month which equates to approximately 20 calls.

No major incidents were reported. There were 152 Priority 2 calls raised in the reporting month. P2 call volumes are high due to all password resets being categorised as P2.

0

20

40

60

80

100

120

140

160

180

200

Priority 1 Priority 2 Priority 3 Priority 4 Priority 5 Priority 6 Priority 9 Unassigned

0

152

185

3

178

3

195

0Calender Month Total Calls Logged Per Month Working Days Calls logged per Day

March 760 21 36.19April 648 22 29.45May 646 22 29.36June 716 21 34.10

Calls logged per Month with Trend Calls logged for Business systems

Calls Logged by Priority Calls logged by Password Reset Type

Change Advisory Board Status Calls Logged by Group

0

50

100

150

200

250

300 263230

8565

42 23 8

0102030405060708090

Glob

us

Netw

ork L

ogin

First

Visi

on

Cont

ent M

anag

er

Verifi

ed b

y VIS

A

Assis

t

BACS

TELIP

Busin

ess O

bjec

ts

Shar

ePoi

nt

Inte

rnet

Ban

king

Swift

AIM

IE

Inte

rnet

Ban

king

SFE

Witn

ess C

all R

ecor

der

Inte

rnet

Bro

chur

e Sit

e

Citri

x Mor

tgag

e Sy

stem

Data

feed

- Bl

oom

berg

…

First

Dat

a…

Inte

rnet

Site

…

Milv

us SSR

Ocea

n

P&L A

/C

86

51

24 1912 11 8 7 7 7 6 5 4 4 3 2 1 1 1 1 1 1 1

699646 613 598

634

541 576614

760

648 646716

0

100

200

300

400

500

600

700

800

900

1000

Unassigned

Priority 9

Priority 6

Priority 5

Priority 4

Priority 3

Priority 2

Priority 1

200

300

400

500

600

700

800

900

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May June

Total Calls Logged Per Month Calls logged Normalised Trend

Linear (Total Calls Logged Per Month) Linear (Calls logged Normalised Trend)

18

30

12

32

28

17

2224

27 28

21 21

0

5

10

15

20

25

30

35

40

Breakfix

Emergency

Normal

SAN Health Check

The overall health and performance of the SAN has been excellent since the 3PAR installation in June 2013.The last health check was carried out in June 2014 and did not find any service affecting issues. Previous RAG notifications in February and March were accepted as non-service affecting with zero risk and the only outstanding action is to look at SAN switch replacement mid-2016.

45%

12%6%

6%

4%2%2%2%2%1%1%1%1%1%1%1%1%1%1%1%0%1%1%1%1%1%1%0%0%0%0%0%0%0%0%0%

SAN Usage by ServerAIJYFP01

AIJYDB01

AIJYEX02

AIJYGF01

AIJYLD01

AIJYBO088

AIJYEX04

Name:_______________________(Signature)

Name:_______________________(Print)

Title:_________________________

Date:_________________________

Name:_______________________(Signature)

Name:_______________________(Print)

Title:_________________________

Date:_________________________

Name:_______________________(Signature)

Name:_______________________(Print)

Title:_________________________

Date:_________________________

C5 alliance Client A

Senior Management TeamClient A