Unisys HOLMES Application

G-Cloud 14 Service Definition

Overview

The Unisys HOLMES application suite has been in use with every UK Police Force and a number of other criminal justice organisations since 2001. It is the only accredited national application for investigating complex crimes/incidents at the upper end of the investigative continuum and provides a disaster management capability to control incident-handling of any man-made or natural disaster.

The latest version of the HOLMES application is built on the Unisys Information Management System (IMS) which is a modern, flexible and configurable product that allows realisation of multiple business applications for policing. Using the IMS framework, HOLMES delivers a single application to manage criminal investigations and disasters.

In addition to the native capabilities and features built into the core framework, HOLMES brings together a rich ecosystem of underlying solutions integrated using the IMS framework with the capability to plug-in and plug-out components. It also provides a configurable data model and workflow that can be adapted quickly and economically to evolving operational and business requirements.

The investigation and disaster-management elements of HOLMES, which can be used independently, are integrated into a single application that allows a seamless transition of a disaster-management incident into criminal investigation and vice versa, with no need for re-keying of data or loss of co-ordination and control.

Regardless of whether the application is running as a single multi-Force installation or a local stand-alone instance, it permits discrete instances to link singularly or in multiples to aid linked investigations. Mutual aid capabilities allow a force to gain assistance from other forces on high volume investigations.

Existing data from previous versions of HOLMES can be migrated to ensure business continuity.

Features

HOLMES’s rich functionality and capability combined with a modern architecture, if deployed as a shared service, significantly reduces the Total Cost of Ownership whilst increasing the ability to support investigative and disaster victim identification processes. The key features and/or modules included in the package are described below.

Entity Management - HOLMES supports a rich set of configurable indexes and entities which can be used to manage investigations and disasters. It provides intuitive and easy-to-use screens to capture and manage entities or indexes. The use of on-screen tooltips and online help aids users to navigate the product. The application includes a rich set of predefined entities and provides the capability to add and immediately use new entities, or new attributes to existing entities through configuration. Entities provide numerous capabilities including the:

Exposure of standard web services that can be used by third party applications (such as mobile devices).

Facility to add an attachment of any file type, including video and audio files, electronic images, scanned copies of documents, pdf files, MSWord and Excel.

Document Management – HOLMES provides comprehensive support for document processing requirements.

The user interface for online document typing and editing supports the capture of both structured and free-format rich text data for all document types.

It exposes standard web services that can be used by third party applications (such as scanning software).

It provides the facility to add an attachment, including video and audio files, electronic images, scanned copies of documents, pdf files, MSWord and Excel.

All document types support workflow capability

As with Entities, new document types can be added to the system via configurations applied by Administrator users

Allows online Graphical mark up and indexing of documents

Actions Management – HOLMES provides the capability for tasking and co-ordination of resources through the Action Management module. The system provides the user a configurable graphical representation of outstanding actions and officer workload to assist in the assessment of work outstanding, staffing levels and bottlenecks in the process. Users have easy access to their tasks through their ‘Task Inbox’. Tasks can be emailed to an officer or people in external organisations directly. Similar to documents, Actions also support workflow capability. Similar to Entities, new attributes can be added to Actions via configurations applied by Administrator users.

User Defined Dashboards - Users should be automatically provided with information that identifies their own personal priorities, without requiring them to visit multiple pages, or perform searches to find that detail. To achieve this, user defined dashboards have been implemented. Users can create and have access to multiple dashboards based on the roles that they have. Dashboard can contain a number of panels which have view of entity related data in tabular or summary form such as a pie or bar chart. The number of panels, panel content, size, position and layout of a panel is entirely up to the user and the panels can be re-arranged as required to suit how a specific user wants the data they have requested to be presented.

Proof of Life and Announcement – HOLMES includes a suite of tools for use with the investigation of ’Crimes in Action’. The HOLMES Fast Actions variant allows for the swift tasking of officers involved in such investigations, together with other tools for keeping officers informed of developments with the case, and the status of hostages. Further details of the Fast Actions variant are contained in Appendix 2.

Searching – HOLMES comes with a comprehensive search facility that allows the user to query structured and unstructured data captured during an investigation. Various types of searches such as Boolean, stemming, phrases, synonyms, association and wildcard are supported. Ability to search across associations between entities is also supported. ’Bulk searching’ allows users to quickly check extensive lists of third party information against existing data held.

Associations – HOLMES maintains relevant links between all records, documents and tasks created or captured as a part of an investigation incident. The user can also define if these associations/links are provisional, time-bound or high importance/relevance to the entity. The user also has the capability to highlight certain associations and include these in the entity profile.

Data Capture Wizards are configurable wizards which can be used to orchestrate complex data capture of multiple types of records under a single workflow. It helps improve efficiency, data quality and policy compliance whilst capturing data. It also assists in providing better solution alignment to user needs and existing business processes as it enables the data capture in exactly the order that the users wish for each business scenario.

Tag Management - Tagging provides a facility to link a group of entities and documents to multiple common lines of enquiry or themes. It also facilitates flexible classification and grouping of related records through user configurable themes.

Auditing – HOLMES provides a comprehensive audit of activities or operations which are carried out on the system as well as a detailed log of changes to data held within the system. Extensive search capabilities are provided to query the audit records.

Role-Based Access Control & Record Level Security – HOLMES uses a simple-to-administer access control mechanism. The administrator can flexibly group different combinations of HOLMES capabilities to create specific or bespoke HOLMES Roles. Users or teams can be assigned access to one or more incidents with the same or different roles. Record level access controls can also be defined to restrict the access, ownership and visibility of a document or entity providing the ability to granularly govern ‘who can do what’ with the record. Attribute level access control allows individual fields to be hidden from certain users or can prevent update to those fields by certain roles.

Data Interface – HOLMES exchanges information with external systems via web services.

List Management – HOLMES offers the ability to create and manage several types of flexible lists containing various data elements held within an incident. Throughout the application there are several places from where users could easily add records to a list – e.g. from a view record screen or search results screen. Users could create private or shared lists, split lists, merge lists, export, visualise, print and compare/match lists. These facilities assist with analysis, collaboration and data-sharing whilst making the overall investigation process more efficient.

Data Analysis & Visualisation – All HOLMES users have the capability to perform extensive analytics via a built in browser based visualiser that renders the facility to perform Link analysis. Our cloud offering provides advanced visualisation via a market leading toolkit and SDK. This is an optional module for on-premise installations. See Optional Features.

Match Module - provides the capability to compare records in the incident using configurable match criteria. The system also provides the ability to set user defined criteria for identifying potential real time matches.

Reporting & Printing - HOLMES leverages the Jasper Reports framework for producing an exhaustive list of reports and prints based on the information captured within the system. Reports are delivered in a variety of formats such as PDF, HTML and MS Word.

Incident Linking – Streamlined linking of incidents that support logical grouping of various investigations to facilitate collaborative working between police forces and/or law enforcement agencies. Users are able to run searches across linked incidents, send messages, share information as well as tasks in real time. The system also provides the ability to record the master entity once and then link as well as share the information across multiple linked investigations, hence maintaining a single source of truth and preventing data duplication.

Disclosure & Case Preparation - Disclosure of unused prosecution material is supported, and documents can be redacted for Court purposes. Preparation of multiple case files for Disclosure, court files and use of different templates as may be required by the different geographical regions are supported.

Exhibit/Property Management - HOLMES enables the recording of property found or seized in the course of an investigation. It provides the facility to manage and track the movement of an exhibit/property throughout the investigation. It also provides the ability to prepare and produce forensic submission forms, receipts and disclaimers.

Disaster Victim Identification – HOLMES provides an intuitive user interface that enables simultaneous collection, amendment, management and analysis of information regarding Callers, Missing Persons, Casualties, Survivors and Evacuees involved in a disaster. The application automatically compares the reported Missing Persons against the data captured and generates potential matches. HOLMES supports Interpol’s forms for Disaster Victim Identification (DVI).

Compliance Management - The ability to review and destroy information is just as important as the ability to record. Having information which is out of date can be unlawful, misleading and divert officers away from more pertinent and up to date details. The Compliance Module can be configured within HOLMES to ensure that rules based review cycles are put in place, ensuring records are inspected on a regular basis and destroyed where necessary.

Messaging - HOLMES provides a built-in messaging module which allows users to communicate and collaborate via secure messages, which also support inclusion of links to records and attachments. This ensures that the data does not leave the solution’s security domain whilst providing an easy-to-use secure messaging capability which is audited.

User Workspace – All HOLMES users have their own workspace and have the ability to mark records as their favourites. The workspace provides quick access to these favourite and most-recently viewed records by the user.

Covert Operations – The application can be configured to provide the ability to make a case invisible within the application. This provides the option to run a covert investigation in the system.

Alerting – Ability to set up an alert (through use of a user defined match criteria) such that when a matching record is created, viewed or modified in the system, the user that created the alert is notified. Users are also able to add ‘markers’ to records to send out Alerts when an entity is viewed or associated with another record.

Holmes Transfer – Ability to export and import an incident in the form of an XML file. This facility can be used to archive an incident or transfer an incident from one HOLMES installation to another operating the same release.

Mutual Aid – HOLMES provides a mutual aid facility for customers and allows missing person information to be created and updated. It also allows details of Casualties, Survivors or Evacuees to be logged using terminals at remote sites. It has:

’High volume’ message taking capabilities that allow customers to supply mutual aid to one another during large scale investigations. The system allows the input of messages taken from members of the public from remote sites to the investigating force's Incident room.

Data Import – third party data, held on Word or Excel templates, can be quickly imported to create entity records including for example Call History data, Statements and Reports.

The Major Incident Public Portal (MIPP) provides a facility allowing members of the public to submit information including images and footage from major incidents in to HOLMES. The data displayed on the Portal is fully defined by the users in a simple process which allows for operations to be posted Live within a matter of minutes. This highly configurable feature provides enough flexibility to support comprehensive information gathering for MIR and CB incidents. The forms filled in by the public then flow directly in to the incident as Electronic messages within a defined workflow ready for processing.

Digital Asset Management (DAMS) –is a digital evidence/asset management capability that facilitates the collation, distribution, management and processing of images and multimedia. It builds on the standard ability to upload files as attachments, enabling users to view and process all formats of supported files including audio, video and images using a standard easy-to-use user interface, and without needing any additional software on the workstation. Users can also copy or move attachments between entities, and perform tasks such as image cropping and video still capture to store as a new asset whilst retaining the original, non-alterable copy.

HOLMES is built on the Unisys Information Management System (IMS) which is a browser based, database and platform agnostic, n-tier “service based” architecture using current development tools and techniques. The key advantage of this approach is that it provides a set of building blocks for investigative solutions. These building blocks bring flexibility in meeting customer business requirements, e.g. user interface design and layout, workflows and data captured in the solution. Configuration not coding, using prebuilt components, delivers secure and fully audited transactions with integration provided via Web Services. The component-based approach maximises organisational agility and reduces life-cycle costs by providing an adaptable, low-risk migration path to newer technologies. IMS provides a long-term solution for investigation and disaster management needs as it continuously leverages the latest innovations and trends in the market through a well-defined solution roadmap, layered architecture with flexibility to swap products at every layer and a simple integration approach to leverage capabilities of other products as well.

The Unisys hosted Cloud model offered here is accredited to the Government Security Classification of ‘Official’.

Optional Features

Advanced Visualisation – Unisys integrates with an advanced browser-based graph visualisation toolkit and SDK allowing Link Analysis. The solution is accessible to all system users, not just analysts, under a single solution wide license and supports the visualisation of Entity and Association data with extensive chart interaction capabilities supporting animation, glyphs, grouping, and numerous advanced analytic options including Betweenness, Eigen Centrality, kCores, Closeness, and shortest path analysis. Included in our cloud-based SaaS offering, this solution is available as an optional capability for on-premise users as shown in the pricing definition.

HOLMES Lite - Addresses a number of different business challenges faced by police forces who want to use HOLMES for smaller investigations or with more limited staffing numbers. The solution offers the best possible, but reduced, combination of HOLMES features to address this need, available at an advantageous price point to police forces. To make use of the Lite features of HOLMES, Incidents can be created as a HOLMES Lite type of Incident. This has its own process model and is associated with a corresponding licence specifically for users working on that type of Incident. See Appendix 3 for details of HOLMES Lite.

Service Management

Unisys offers three options determined by the hours of cover provided.

It is important to note that while the offering is for a SaaS which will host many individual customers, all aspects of the service that are set out in the following sections such as service options, service levels, planned maintenance/outages, financial recompense model, service constraints, capacity, reporting, backup/restore and disaster recovery are in relation to the provision of service to the individual customer. (i.e. not the cumulative customer base) unless otherwise specified in the respective sections.

Service Option	Cover period
Emerald	Monday - Friday, 0800 -1800 (excluding Public & Bank Holidays)
Ruby	Monday - Sunday, 0800 -1800 – excluding Christmas Day
Diamond	24 hours/day, 364 days a year – excludes Christmas Day

Table 1– HOLMES Service Options

Unisys will:

Operate a local (UK based) call receipting service desk to act as an initial single point of contact for all Incident related calls. The service desk will be responsible for recording relevant information about the Incident and passing it on to Level 2. The following information will typically be recorded in the incident log:

The unique Incident reference number

The date and time the report is received at the Service Desk;

The nature and location of the Incident;

The person/organisation making the report;

The severity level assigned to the Incident by the Customer;

Details of any relevant communication with the Customer;

NOTE - An Incident can also be reported by email. The follow-on process for Incidents received in this manner will be the same as those reported by telephone. For matters that require urgent attention customers are advised to telephone and reserve the use of email for routine matters.

Handle the Incident in accordance with the target resolution times set out in the Service Levels section.

Track the progress of the Incident and maintain a call history.

Evaluate the Incident and take one or more of the following actions:

Resolve Incidents in accordance with the Service Levels;

Classify it as a defect in the application and supply circumvention instructions and/or correction in line with the Service Levels;

Following discussion with the customer re-assign where appropriate the priority of the Incident using the criteria defined in Table 2 – Service Level Targets and Thresholds;

Classify it as an Incident related to third party software and pass it to the relevant third party provider for investigation and resolution in accordance with the maintenance and support terms of the third party supplier. Unisys will own and manage all third party resolution where the third party product forms part of the overall cloud service and pricing; desktop products such as MS Office that are listed in the customer responsibilities section are excluded.

Reject it as falling outside Unisys’ service obligation;

Determine that the Incident is not a fault but needs to be raised as a request for a new feature or feature enhancement. Such requests will be considered by Unisys when planning subsequent versions of the software.

Deliver Service Management functions aligned to ITIL covering Incident, Problem, Change, Release, Configuration and Asset Management, and Service Request fulfilment.

Monitor its performance against the Service Levels set out in Table 2 – Service Level Targets and Thresholds.

Provide to customers at the end of each month a comprehensive report setting out a summary of the provision of the service in the previous period including Incidents, Events and Problems undertaken and resolution times. The Key Performance Indicators in the report will include:

Resolution within SLA;

Number of Incidents that failed to meet the SLA;

Number of Incidents by severity;

Number of defects within the application;

User volumes;

In cases where the service falls below the key SLA targets for a period longer than one calendar month Unisys shall provide a remedial plan detailing how it will improve its performance to meet the service level target during the next calendar month.

Provide an escalation and governance structure of the service organisation processes and protocol (for communication and escalation) and key contact information to the customer prior to commencement of the service.

Should customers collectively form a representative Service Group or some other body to act on their behalf to overview Unisys performance, Unisys will facilitate a regular meeting (frequency to be agreed) with that body to report on the previous reporting period and to advise on planned maintenance schedules, updates and patches or releases, escalations if any, and to provide information on problems by category and problem resolution status.

Provide that service management staff with access to system and data are cleared to minimum CTC level.

Provide that Level 2 analysis of Incidents will be performed by ITIL qualified staff

During the initial transition period and as part of periodic maintenance, provide additional administrative services around user set up and maintenance of certain system configurations and standing data that are shared across all users of the application.

Service Levels

Performance against the service level targets and thresholds are measured and reported on a monthly basis.

Service Categories and Descriptions

The following section provide definitions of the service level categories. The targets and thresholds on which these are applied are described in Table 2 – Service Level Targets and Thresholds

Service Availability

The percentage of time where more than 75% of users attempting to use the Service are able to use it over a monthly period during Covered Hours but excluding Planned and Emergency Maintenance periods.

Note 1: This Service Level category only applies to the Unisys hosted Cloud service.

Note 2: Appendix 1 describes the factors that constitute downtime and the formula for determining Service Availability.

Severity 1 Incident

An Incident where:

systems are down or seriously impacted and majority of the products/services are unavailable; or

the impact to users is high or severe with more than 50% of users being affected.

Notes:

Daily status updates will be provided;

Service failure is measured as the number of Incidents not Resolved within 8 hours, subsequent to the Incident being raised, computed over the cover period.

Severity 2 Incident

An Incident where:

one or more sub-systems are not operating to their specifications to the extent that they become unreliable in day-to-day usage; or

performance and/or SLA agreements are at risk; or

impact to users is medium with 30% or more of the users but less than 50% affected.

Notes:

Weekly status updates will be provided;

Service failure is measured as the number of Incidents not Resolved within 24 hours, subsequent to the Incident being raised, computed over the cover period.

Severity 3 Incident

An Incident where:

performance or SLA agreements are not at risk; or

the impact to users is moderate to low with 15% or more but less than 30% of users affected.

Notes:

Monthly status updates will be provided;

Service failure is measured as the number of Incidents not Resolved within 96 hours, subsequent to the Incident being raised, computed over the cover period.

Severity 4 Incident

An Incident where:

a flaw which is cosmetic and, as such, does not undermine the end user’s confidence in the information being displayed.

Notes:

Service failure is measured as the number of Incidents not Resolved within one calendar month, subsequent to the Incident being raised.

Critical Defect

An application defect which:

Prevents more than 40% of users from using one or more major operational modules of the Software; or

Causes corruption to operational data such that users cannot rely on the integrity of the data.

Notes:

Where possible, develop a workaround within 24 hours (computed over the cover period) subsequent to the Incident being classified as a defect;

Service failure is measured as number of defects to which permanent fix/resolution is not provided within 20 days, subsequent to the incident being classified as a defect (computed over the cover period).

Material Defect

An application fault which:

Causes the software not to operate in accordance with its technical specification and / or prevents 20% or more of the users from using a major operational module of the software.

Notes:

Where possible, develop a workaround within 72 hours (computed over the cover period) subsequent to the Incident being classified as a defect;

Service failure is measured as number of defects to which permanent fix/resolution is not provided within 12 months, subsequent to the incident being classified as a defect.

Cosmetic Defect

An application fault which:

Does not qualify as a Critical or Material fault; or

Does not prevent the Software operating in accordance with its technical specification.

Notes:

Service failure is measured as number of defects to which permanent fix/resolution is not provided within 24 months, subsequent to the incident being classified as a defect

Service Category and Descriptions Notes

For a Service Incident of any severity, Resolved means the service is restored, or a workaround has been provided or a fix has been provided. If an incident is identified to be a defect with the application, the incident will be closed as resolved, and an application defect raised.

Where a Service Incident or application fault is identified as being due to a third-party product and Unisys is dependent on a third-party to provide a fix, the availability and response time measures will exclude the time that the incident is with the third-party.

Service Level Targets and Thresholds

Service Level Category	Service Level Target	Service Level Threshold
Service Availability	99.85%	99.50%
Severity 1 Incident	0	5
Severity 2 Incident	5	10
Severity 3 Incident	15	25
Severity 4 incident	30	50
Critical Defect	0	5
Material Defect	5	10
Cosmetic Defect	25	50

Table 2 – Service Level Targets and Thresholds

Price Adjustment Model

Unisys will operate a price adjustment model which will lower the price payable when Unisys doesn’t meet the Service Level Target and/or Service Level Threshold. Unisys will endeavour to meet the Service Level Targets and Service Level Thresholds; however, achievement is not guaranteed and therefore this adjustment mechanism is to reflect the lower than expected performance should that occur in any given month.

Pricing will be adjusted to align with the Service Levels delivered as measured against the Service Level Targets and Service Level Thresholds noted in Table 2 – Service Level Targets and Thresholds above. The Service Level measurement calculations will be based on the total number of subscribed HOLMES users across all customers. Price adjustment calculations will be based on the incidents raised by the individual customer and the level of cover applicable to the customer. These adjustments will exclude VAT. Unisys will (as an exclusive remedy) deduct the value of price adjustment against a future invoice. The price adjustment calculations for each Service Level Category will be done monthly and will be calculated by applying the percentage rates indicated below (Table 3 – Price Adjustment Model to one twelfth of the annual service charge.

Service Level Category	Service Level Target for Price Adjustment	Service Level Threshold for Price Adjustment
Service Availability	2.5%	5%
Severity 1 Incident	2.5%	5%
Critical Defect	2.5%	5%

Table 3 – Price Adjustment Model

If the Service Level Threshold is not met in three consecutive months on more than two Service Level Categories which attract a price adjustment, the Customer can end the call-off order with 1 week notice and no compensation will apply to either party.

Reporting

At the end of the Service Period a report, as detailed above in Section 4, will be provided by email to the HOLMES user community.

Planned maintenance, outages

Unisys will maintain a rolling maintenance schedule detailing all known maintenance to be carried out on the system including patches or legislative changes to be rolled out.

For a service of this nature it is important that the system security is kept up to date with the latest patches released by the Operating System and Database vendors. Unisys will monitor the release of security patches and where appropriate typically patch the Operating System at regular intervals (subject to security assessment and accreditation) and the Database on a quarterly basis. In addition, critical security patches will be evaluated and typically deployed as a priority depending upon the impact, severity, and risk profile.

For any maintenance to the Service (other than emergency maintenance), the timing of such planned maintenance will be as per the maintenance schedule should downtime be required. A 5 day notice period will be provided prior to such maintenance work to allow customers to schedule operational demand around planned maintenance or to highlight exceptional circumstances where the maintenance can be rescheduled. Any emergency maintenance shall be carried out by Unisys where it is believed that the system has developed a fault that requires immediate maintenance failing which a serious disruption to the service may occur. In applying these emergency fixes Unisys will aim to deliver the work out of hours to minimise disruption to operational use of the system and where circumstances permit provide the customer 12 hours’ notice of the maintenance taking place to allow time to plan operational demand around any potential down time.

Changes

Minor legislative changes, which can be implemented through application configuration, will be included as a part of the service and released once a year. This is included in the standard service charge. Customers running on their own Cloud environment will have made available to them the changes; implementation of the revisions can be carried out by On-Premise customers using the release notes instructions supplied by Unisys or Unisys can provide the services to implement based on the rates defined in Table 5 of the pricing document. Legislative changes requiring implementation outside this schedule or major changes will be handled as a chargeable service as per the rates in Table 5 of the pricing document.

Service Constraints

The service is offered as a minimum 3 year contract delivered on either the Unisys hosted secure private cloud or on the customer’s own locally hosted cloud environment. Customers not opting to use Unisys hosted secure private cloud could adopt the local cloud model.

The customer’s locally hosted cloud environments should be sized to accommodate their local users and if required, an additional load to support Mutual Aid needs.

For local cloud deployments the Service Availability Targets and Thresholds will not apply.

For local cloud deployments the Service Level Target and Service Level Threshold calculations for each Service Level Category will only apply to Incidents or time periods where Unisys is responsible for resolution and furthermore, specifically in relation to Incidents resulting from malfunction of Unisys provided software.

Certain system parameters and standing data are common to all users of the service.

Capacity

Resources and capacity will be allocated to support the maximum number of users purchased by the customer. Each customer will be capped to the capacity reserved. Capacity constraints will be defined for each of the following:

Concurrent user access;

Storage (limits on attachments and media files);

Transfers (uploads and downloads);

Print volumes;

Network bandwidth (e.g. attachment volumes per unit time).

The service provides a built-in capability to ensure that the customer cannot exceed the reserved capacity.

It is assumed that loading of attachments and multi-media are carried out in a linear fashion across the provided service. E.g. if a customer has 1TB of multi-media files, those attachments are added to IMS throughout the course of a year in a linear fashion. Addition of multi-media in a non-linear fashion will be handled as per the data migration approach. Some processes of attachment upload are asynchronous so completed upload process times depend upon overall system load.

Public Portal throughput is sized at 250 submissions per hour with a maximum total message size of those 250 messages, including attachments, of 10GB.

Charges where applicable for increase in capacity are provided in the Pricing document.

An additional capacity (up to 10% of the overall system capacity across all customers) can usually be made available within 24 hours of a customer requesting additional seats. In cases requesting an increase in capacity in excess of 10% of the overall system capacity, Unisys will typically service the request within 3 weeks – however this will be dealt with on a case-to-case basis.

Provision for up to 1000 Casualty Bureau users providing Mutual Aid for up to three centrally hosted incidents will be made available on the Unisys hosted secure private cloud.

Backup/Restore and Disaster Recovery

Daily backup for the entire system across all customers is provided as standard. The SLA for data restoration is to restore content from a previous backup within 1 day (where a day is determined as 24 hours moderated by the covered hours).

The service is delivered from two Tier 3 data centres. The live service can be delivered from either data centre based on operational requirements.

The triggers and protocol for invocation of DR processes to be followed for declaration and communication of DR will be documented and shared with the customer prior to commencement of service. The DR invocation will be tested annually and this will form part of the maintenance schedule. Any downtime requirements for carrying out such testing will be included as part of the planned maintenance. The target RTO for the DR service (where the DR is from an alternate site as opposed to restore from back up image) will be 6 hours during the core hours (8 am to 6 pm Monday to Friday) and within 10 hours outside of the core hours once a decision to invoke DR has been taken. The RPO for the service will be 1 hour from the instant at which the failure occurs.

Should the DR be recovery from a backup, the RTO would be 24 hours and the RPO would be 72 hours (dependent on the backup retention policy in place).

Reduced capability will be provided i.e. core application and database (excluding free text searching, analysis tools, Query Builder, portal integration, Email capabilities) for the first 48 hours of running live on DR. SLA targets will not be applicable for the first 96 hours after the DR capability is provisioned. The Service Availability and Severity 1 related SLAs will become applicable thereafter. The BAU SLAs will be applicable 6 weeks after the DR capability is provisioned. Any acceptance testing and previously planned application upgrades will be suspended when running in DR mode.

Backup/Restore and Disaster Recovery service described in this section does not apply to local cloud deployment model. For local cloud deployment model Unisys can provide implementation and advisory services based on the rates defined in Table 5 of the pricing document to assist customer in defining and implementing the appropriate Backup/Restore and Disaster Recovery service that fits their individual requirements.

Disaster Recovery for the Service Desk

In the event of loss of the primary computer system and where the computer system from the DR site is invoked, core components such as customer contact details and Incident Management tools will have a target RTO of 2 hours during the core hours (8 am to 6 pm Monday to Friday) and 6 hours outside of the core hours once a decision to invoke DR has been taken. The target RPO will be 1 hour from the instant at which the failure occurs. Should the DR be invoked through recovery from a backup, the RTO would be 24 hours and the RPO would be 72 hours (dependent on the backup retention policy in place). Non-core components will be restored following restoration of the service.

Where the physical loss of the Service Desk facility occurs, the DR Service Desk facility will be activated. The target business continuity activation time is 6 hours during the core hours (8 am to 6 pm Monday to Friday) and 10 hours outside of the core hours once a decision to activate has been taken.

On-Boarding and Off-Boarding

On-boarding service options include:

Train the Trainer course (charged based on the rates defined in Table 5 of the pricing document) held at Unisys’ facilities in Milton Keynes or at customer’s site.

Data migration support services are optional, and will be charged based on the rates defined in Table 5 of the pricing document. For further information on data migration, see below.

Any customer specific testing and training services will be charged based on the rates defined in Table 5 of the pricing document.

Off-Boarding service options include:

HOLMES Transfer utility will provide the ability to export and import an incident in the form of an XML file. All the data held within an incident e.g. indexes (structured records), documents, attachments and actions will be included in the exported file. This facility can be used to archive an incident or transfer an incident out of the HOLMES service.

Extraction of consumer generated data, which will be charged using the rates specified in Table 5 of the pricing document.

After the subscription period and the subsequent extraction of customer data (if requested by the customer), Unisys will purge customer incident data and incident metadata from the database using the HOLMES application’s built-in deletion facility. All import/export files on the file system will be deleted using file deletion facilities.

Data Migration

The data migration service is available for the migration of data from the customer’s current application. The goal is to ensure data integrity is preserved, constraints are not violated, there is minimal operational impact and the data is available as required via prioritisation. In respect of data migration from the HOLMES application (v15 Enhanced or v16), a utility is provided in the application to export customers’ data from the current system and then import the same into the target installation of HOLMES application. Data held in earlier versions of the HOLMES system or on offline storage will have to be loaded on to a v15 system in order to utilise the self-service function. This can be done either by the customer as self-service or with Unisys.

Upon request, Unisys can also provide the customer with on-site data migration consultancy to assist with the self-service data migration. This access to Unisys expertise will help the customer in planning and executing the migration efficiently and address any queries or to troubleshoot issues.

An additional service can also be provided for migration from a non-HOLMES application (including 3rd party digital storage products) or an earlier version of HOLMES. This service will be at an additional charge and will be determined on a case-by-case basis depending on the volume, complexity, and source system of the data to be migrated.

All the services above will be priced using the rates in Table 5 of the pricing document.

Service Transition

Additional services listed below will be made available upon request and will be charged based on the rates in Table 5 of the pricing document:

Project management and support;

Change management and support;

Testing service;

Transition planning and support;

PoC and Pilot Service;

Training for:

End users on application functionalities;

Operations staff on operating the application;

Service desk staff on supporting the end users;

Preparing local champions for the new application;

On location floor walkers during the initial days of go-live to deal with training and familiarisation queries;

Pre-population of service desk knowledgebase with known/common incidents;

Integration of application project staff into local service desk during the initial transition period;

Services for local cloud model such as infrastructure sizing, upgrade, migration, transition, DR/BC design, implementation, testing and integration.

Testing Service

Unisys can support a range of test cycles, including full factory, user acceptance testing, pilot with a controlled group of incidents and a full pilot. These testing services will be made available upon request and will be charged based on the rates in Table 5 of the pricing document. These services will be rendered to the customer community as a whole.

Training

Training on the application can be provided onsite at customer premises or at Unisys locations as appropriate. Types of training include system administration training, user training, refresher training or bespoke training depending on requirements. Training will comprise classroom and practical training. The system requirements for training courses at customer facilities will be communicated in advance of the training courses. All training will be charged based on the per-delegate rates defined in the pricing document. For standard training Unisys will supply the training materials as part of the service. Any service required for preparation of bespoke material for the training will be chargeable based on the rates defined in Table 5 of the pricing document.

There is a shared training instance sized for 110 concurrent users utilising the hosted cloud service. Booking of training and allocation of training slots are to be arranged through the Unisys Service Desk or through the National HOLMES Liaison. Customers are responsible for the preparation of the standard training data. Customers utilising the hosted cloud service can procure additional subscriptions on the training instance.

Local clouds will be designed with provision of a training instance if so required by the customer to facilitate local training based on the customer’s requirements.

Pricing

Please see separate Pricing document.

Information Assurance

The Service includes central hosting capability on logically separate but physically shared infrastructure at a security classification of ‘Official’. Private connections including connectivity to PSN from each customer site, and from Unisys data centres to the PSN are the responsibility of the Customer and are to be provided by the Customer.

Estimated Timeframe

The production service on-boarding timelines will be agreed with the customer on a case-by-case basis based on individual testing requirements and migration priorities.

Ordering and Invoicing Process

The ordering process is as per the Call-Off Terms.

Termination

Termination is subject to the Call-Off terms. Any Order for a production use must be for a minimum term of 36 months.

Customer Responsibilities

Customer responsibilities include:

Provision of the desktop and PSN network connectivity to the Unisys data centres in order to access the HOLMES servers or the cloud infrastructure;

Specification of the access rights and privileges given to users connecting to the service and/or environment;

Data ownership;

Control of data sharing between forces through the application;

Ensuring that user logins and passwords are kept secure;

Ensuring that users are appropriately trained;

Providing secure network access;

Ensuring that only appropriate data is stored and processed within the environment;

Secure PSN connectivity to the service (including PSN connectivity up to the Data Centre) will be the responsibility of the customer; should the connectivity to the Unisys data centre be provided by Unisys, there will be an additional charge to the customer for this service;

Providing licences for desktop software such as MS Word;

Utilising the application within the boundaries of any system parameters and standing data that are common to all users of the service.

Please Note:

For local cloud installations, Unisys will provide HOLMES software. The customer will need to provide all other software, for example, the hosting environment up to the Operating System level, Database, Apache Solr, GIS (if required), Citrix (if required), Locator Hub (gazetteer if required), remote desktop capability (if required) and licences for desktop software such as MS Word and Adobe Reader.

Technical Requirements

To use this service, users must have:

An authorised desktop with Microsoft Edge (chromium) web browser – not in compatibility mode; if a customer does not have access to Microsoft Edge from their desktops then their alternative is deploying a Citrix Server with Microsoft Edge to manage the user access to the service.

Workstation specific software – i.e. requisite versions for products such as Microsoft Windows and Microsoft Office Suite as specified to the customer prior to the placement of a Call-Off order.

Connectivity (for both the client end points as well as the Unisys data centres) to the PSN network with ability to carry http/s and RDP traffic.

A valid login credential to access the service.

Services not included

Integration with other systems e.g. external systems that do not form a part of the HOLMES standard delivery or offering as described herein. Should a customer wish integration with another system or solution this can be offered as a service at the rates defined in Table 5 of the pricing document.

Additional Deployment Options

The HOLMES solution can be deployed on a customer’s own cloud infrastructure or any other vendor’s cloud platform. The model has been referred to as the local cloud model within this service description. The customer will be responsible for all hardware and software required to support this option. Technical consultancy can be provided for activities such as infrastructure sizing, upgrade, migration, transition, DR/BC design, implementation, testing and integration in accordance with the rates defined in Table 5 of the pricing document.

Appendix 1 – Determining Service Availability

Service Levels

The Services shall be measured against Service Levels set out in Table 2 – Service Level Targets and Thresholds.

The Availability is measured over a monthly period called the Service Period.

Availability shall be measured as a percentage of the total time in a Service Period, in accordance with the following formula:

Service Availability % = (MP – SD) x 100 / MP

Where:

MP: Total number of minutes, within the covered period excluding Planned Maintenance within the relevant Service Period; and

SD: Total number of minutes of Service Downtime, excluding Planned and Unplanned Maintenance, Emergency Maintenance and Service Downtime Exclusions (see below) in the relevant Service Period. The recording of Service Downtime shall commence at the time the Incident is logged with the Services Desk and shall end when the Incident is Resolved.

The following Service Downtime Exclusions apply:

If the Customer elects to continue the operation of the HOLMES system following an event normally giving rise to Downtime, the commencement of recording Downtime shall be deferred until the Authority releases the system to Unisys for remedial maintenance.

The time awaiting information relevant for resolution of the Incident reasonably requested by Unisys to carry out analysis of the Incident.

Downtime caused by any elements beyond the control of the Contractor including fire, water or storm damage, acts of terrorism, other environmental factors.

Downtime attributable to network defects or errors, and limitation in network capacity, resiliency or redundancy or access to the gateway for the service.

Unisys shall not be liable for any failure to satisfactorily provide the Services or otherwise be deemed to have committed a Service Failure to the extent that such failure is due to a cause beyond its control, if the Customer has failed in carrying out any of the following:

Ensuring that staff using and operating the HOLMES application are trained in the proper use and operation of HOLMES and each component is used according to its respective manuals and instructions.

Providing a secure environment at the customer premises for users to access the HOLMES application.

Providing access to the application to the appropriate staff using workstations with qualified versions of client software where applicable.

Appendix 2 Enquiry Officer Variant

Overview

HOLMES Enquiry Officer subscriptions have reduced functionality designed for use in fast moving investigations – for example, crimes in action and kidnaps. Action Management team members can quickly allocate, progress and result actions. The functionality associated with this type of licence provides the activities listed below:

Allocate Action

Announcement - Fast Action

Change Action Priority

Create Tag Export File

Display Classification

Display Document

Display TAG Record

Edit Document

Fast Action

File Action

Free Text Search

Free Text Search – Export to CSV

Raise Fast Action

Re-allocate Action

Receive Action

Result Action

Set Proof of Life

Submit Action

TAGS Admin

TAG Searching

Update Action

Update Document

View Action

View Activity Log

View Dashboard

View Fast Action

The Enquiry Officer Subscriptions are priced lower than a full HOLMES subscription – for more details, please refer to the Pricing document.

Conditions for use of Enquiry Officer Subscriptions

HOLMES Enquiry Officer users are subscription-based. Support levels offered will be the same as the full HOLMES subscription levels.

It is the obligation of the Force to ensure that the Enquiry Officer subscriptions are used solely for the purpose of the Enquiry Officer functionality as detailed above. Unisys reserves the right at a future date to audit the Force’s use of the licences in accordance with these terms and enforce Enquiry Officer subscription compliance through the use of appropriate software.

Appendix 3 – HOLMES Lite

Licencing

HOLMES Lite mode will be in operation when the user’s Selected Incidents include only HOLMES Lite Incidents.

Forces will be able to purchase any quantity of HOLMES Lite subscription licences to supplement their Full Use and any other HOLMES subscription licences.

Incident Scaling Up/Down

In order to allow for the scenario where an Incident is initially believed to be manageable using a HOLMES Lite Incident type, but as events unfold it becomes apparent that a standard HOLMES Incident type is required, it will be possible to scale up an Incident from HOLMES Lite to a standard HOLMES Incident.

It will not be possible to scale down from a standard to a HOLMES Lite Incident type.

User Roles

There are two new user roles available in HOLMES that are associated with HOLMES Lite.

The HOLMES Lite role will allow a user access to only the HOLMES Lite features described in the Features section below, regardless of whether the Incidents selected are HOLMES Lite or standard HOLMES type.

The HOLMES Lite Administrator role will allow a user access to the following System menu options in addition to the HOLMES Lite features:

User Management

Incidents (Manage Incidents, Manage Default Access Controls, Manage Workflow)

Search (Search For Audits, Search Data Protection)

Record Locking

System (Manage Constrained Lists)

In addition, the HOLMES Lite Administrator role will allow a user access to the Generate Reports option on the Reports menu and Configure Action Team on the Actions Menu.

Features

Set out below are the features that will be included in HOLMES Lite mode:

Entity Management - The Nominal and Exhibit index entity types will be available in HOLMES Lite mode.

Document Management - Five document types will be available in HOLMES Lite mode excluding the use of Graphical:

Fast Other Document

English/Welsh Statement

PSNI Statement

Scottish Statement

Interview

Policy Files will be included in HOLMES Lite mode.

Actions Management - Only Fast Actions (not MIRSAP) will be available in HOLMES Lite mode, excluding the use of Graphical.

Configure Action Team and Action Email will be available in HOLMES Lite mode for users with the HOLMES Lite Administrator role.

Searching - Solr Search and Solr Bulk Search will be included in HOLMES Lite mode, in addition to the standard Entity Search capability.

Associations - The ability to create, view, update and delete Associations will be available in HOLMES Lite mode.

Auditing - Standard Auditing capability, together with the ability to Search For Audits and Search Data Protection will be available in HOLMES Lite mode.

Role-Based Access Control & Record Level Security - Role-Based Access Control and Record Level Security will be available subject to specific controls implemented in HOLMES Lite Incidents and the HOLMES Lite user role as described elsewhere in this document.

Data Interface - HOLMES Lite Incidents will be included in the Data Interface capabilities.

List Management - Standard List Management functionality will be available in HOLMES Lite mode.

Reporting & Printing - Generation and printing of pre-configured Reports will be available for the entity and document types that are included for HOLMES Lite mode. Query Builder will NOT be available in HOLMES Lite mode.

Disclosure & Case Preparation - Standard Disclosure functionality will be available in HOLMES Lite mode.

Exhibit/Property Management - Standard Exhibit functionality will be available in HOLMES Lite mode.

User Workspace - Standard User Workspace functionality will be available in HOLMES Lite mode.

Covert Operations - The ability to make an Incident Visible or Invisible when it is created will be available for the HOLMES Lite Incident type.

Holmes Transfer - HOLMES Transfer capability will be available for HOLMES Lite Incidents.

Digital Asset Management (DAMS) - Standard DAMS functionality will be available in HOLMES Lite mode.

Action Email - Action Email functionality will be available in HOLMES Lite mode.

Out of Scope

The following key features available in HOLMES standard incidents will NOT be available in HOLMES Lite mode.

Index entity types other than Nominal and Exhibit

Document types other than the five specified in the Document Management bullets, of the section 5 Features above

The Log of Events, General Instructions and Current Situation Report options under Document Management

MIRSAP Actions, and Manage Action Templates

Proof of Life and Announcement Broadcasts options

Data Capture Wizards

Tag Management and tagging

The built-in Visualiser and Keylines capability

Potential Matches

Query Builder

Incident Linking

Disaster Victim Identification (Casualty Bureau) capabilities

Compliance Management (Search For Review Records option on the Reports menu)

Messaging

Alerting for Automatic Record Monitoring and Markers

The capabilities that support Mutual Aid

The Major Incident Public Portal (MIPP)

User Dashboards

‘Paper-Free’ functionality

Custom Fields functionality

Benefits

Unlike standard HOLMES which is designed to meet the complex requirements of the Major Incident Room Standard Administrative Procedures (MIRSAP), HOLMES Lite has been specifically tailored to be used by any team or individual for managing lower category or high-volume crime investigations.

The arrival of HOLMES Lite allows for a much broader range of use cases to be met through the use of the overall HOLMES solution, while allowing forces to avoid paying for features that certain users will not use:

The much-simplified data model combined with streamlined tasking and document management processes in HOLMES Lite make this suitable for managing many types of incidents that don’t require Major Incident Room procedures, such as volume crime and financial crime, and would particularly be of benefit as a replacement where currently local non-standard or informal records systems are used.

HOLMES key features, including the powerful, successful, and unique Disclosure module used to create and manage Case Files and Disclosures, will be available for HOLMES Lite Incidents.. Case files accommodate the production of multiple sets of Disclosure Schedules from a single incident.

Certain types of investigation do not necessarily warrant being input to HOLMES at the outset, but that may change as events unfold. Using HOLMES Lite to capture the details and manage the incident from the start will avoid the need to rekey details at the point where using HOLMES to support a Major Incident Room investigation becomes necessary. For example, a serious assault could be recorded on HOLMES Lite, and in the unfortunate event that the individual dies then the Incident could be simply and quickly scaled up to a standard HOLMES Incident.

HOLMES Lite as well as standard HOLMES is particularly suited for use by Regional Organised Crime Units (ROCUs), supporting the forces in investigating and disrupting serious and organised crime.

HOLMES Lite offers an entry level route to the nationally used HOLMES system with no requirement for extensive training, nor for specialist roles such as Analyst, Indexer, Document Reader etc.

The HOLMES Lite role can be assigned to users working alongside full users on a standard MIR Incident to enable officers / staff to carry out specific duties within a major investigation with minimal training and with the assistance of ‘guard rails’ around what they are able to do in the system.

Service Management

All aspects of service management will be inherited from the service contracted and in place for HOLMES. For associated services such as Testing, Training as well as matters including Ordering and Invoicing, Termination and Customer Responsibilities etc. which are not covered in this Appendix please see the relevant section in the main HOLMES service description above.

Data Migration

An additional service can also be provided for migration from a non-HOLMES application (including 3rd party records management products). This service will be at an additional charge and will be determined on a case by case basis depending on the volume, complexity, and source system of the data to be migrated.

The service will be priced using the rates in Table 5 of the pricing document.

Pricing

Please see separate Pricing document.