The Provision of Support, Maintenance, Development and Enhancements Services for Oracle eBusiness Suite

Tender description

Dublin City Council (DCC) wishes to invite tenders using the Open Procedure to establish a Single Party Framework Agreement for the provision of Support and Professional Services for Oracle eBusiness Suite. This tender is seeking a full second level support service with a Service Level Agreement, assistance and professional advice in the administration and operation of Oracle eBusiness suite, professional services and development work which may be requested on a daily call down basis when required. Oracle E-Business Suite interfaces with other systems in DCC by way of Oracle WebLogic and Business Process Execution Language (BPEL) and DCC require support for current integrations and development of new integrations with other DCC systems. The successful tenderer will work closely with DCC’s own Finance Department and IS Department Technical Support staff. While DCC’s IS Department will have responsibility for First Line support, it is envisaged that there may be overlap at times between the two roles. In the case of a major incident e.g. a service outage, a one-hour response time is required. This time is calculated from the time the call is logged. It might also be required for a technical resource to come on site to assist with the resolution of the problem. The decision on whether an on-site resource is required will remain with DCC. The resource must be made available within four hours. Please refer to Section 2.3 of this document for a description of DCC’s support call classifications. The framework period will initially be for 2 years with the possibility of extending it by a further 2 years (one year at a time, following satisfactory performance of the supplier) at the sole discretion of Dublin City Council. For further infomration please refer to the attached documentation. The project is subject to funding.