Provision of SAP Support Services

Tender description

Warrington Borough Council (the Council) requires a SAP PartnerEdge Partner to provide support services for the Council’s SAP ERP system. The SAP support service shall use pre-purchased allocated number of days (“SAP Support Days”) that can be “called-off” as and when required by the Council. SAP Support Days shall (but not limited to) be used for: - Providing general SAP consultancy advice and guidance; - Resolving SAP related support calls; - Project related activities, upgrades, enhancements; - Delivering SAP solution workshops or end user training; - Enhancing the Council’s SAP system to match the changing needs of the Council; - Acting as a reserve to the Council’s in-house team to cover high demand, holidays, sick leave or internal knowledge gaps; - Undertaking changes to system configuration to fit business requirements; - Working with SAP on program code issues. The Council’s SAP Support Team shall provide first level technical and SAP support. Incidents that cannot be resolved internally will be escalated to the Provider’s service desk for evaluation and resolution. The provision of SAP consultancy services shall be available for specific projects and consultancy work including the provision of SAP consultant resources, which the Council shall commission as and when required. The Contract shall be for an initial term of 25 months with the option to extend for another 2 x 12 month periods at the discretion of the Council. The initial term includes a 1 month service transition/on-boarding process. The SAP support service should be fully operational by the 1st October 2018. Keywords: SAP