SAP Business Objects (PCoE) Support and Maintenance

Tender description

Which phase the project is in Live Existing team Head of Financial Systems Financial Systems Analyst IT Services People Data and Analytics Manager Address where the work will be done Oxford Brookes University Gipsy Lane Oxford OX3 0BP Working arrangements Remote support and maintenance Onsite if required for specific consultancy (ad-hoc) Provide more information about your security requirements: No security clearance needed Latest start date 2023-03-29 Enter the expected contract length: 2 years Extension period: 1 year Are you prepared to show your budget details?: No Confirm if you require a contracted out service or supply of resource Contracted out service: the off-payroll rules do not apply Summary of work General Requirements and background: •The University requires a supplier who can support, maintain and provide consultancy services where required for the on-premise Business Objects application •The Supplier must be a SAP PCoE (Partner Center of Expertise) •The University has 2 x licences each with 25 concurrent sessions •The University can provide remote support access to the on-premise servers •The supplier will fulfil at a minimum first- and second-line support prior to escalating issues to SAP Support currently includes and will continue to include the following: •The Supplier must provide its own Customer support to the University during business hours which are 9am-5pm UK GMT excluding bank holidays and in accordance with UK public holidays. •New Software Released of the licensed software and tools and procedures for upgrades. SAP supports upgrades to new Releases in mainstream maintenance. •Correction Packages to reduce the effort of implementing single corrections. •Technology updates to support third-party operating systems and databases. •Available Software change management. •Best practices for SAP System Administration and SAP Solution Operations for Enterprise Support Solutions. •SAP configuration and operations content is supported as an integral part of Enterprise Support Solutions. •Carry out a System Health Check within one month of the commencement of the agreement to enable the cross-checking of University infrastructure and process requirements prior to support delivery. •To ensure the live system remains current with new software releases and upgrades. •The University would like to continue to have access to: oSAP Support Portals & supplier community •Technical Quality Checks. •Global message handling by SAP for Software Incidents with priority 1/very high, including a Service Level Agreement between Supplier and the University. •To provide a Root Cause Analysis and escalation procedures in line with agreed Service Level Agreements. Support & SLA: oThe supplier must be able to receive incidents via an online system with further escalation where required by phone, chat, email, etc. oThe University must be able to raise a ticket indicating its own priority level e.g. very high – Low / 1-5 etc. oThe supplier must specify expected durations to fix defects by patches, bug fixes, or Support Packages. oThe supplier must, where required, recommend workarounds oFirst Level Support Duties must cover the reception of all Incidents from the University and includes the following tasks: Accept the Incident Ensure the incident depicts the problem in hand and get missing data and information from the University, if necessary. oSecond Level Support Duties subsequent to First Level Support includes the following tasks: Searching for errors using the data provided by the University. Checking the Customising settings Looking for the fault using: • Short dumps • Core dumps • Debugging • Trace analyses Analysing the incident's specific technical data and documenting the progress in the incident. Discussing the problem with the University if necessary, remote connection to the University's system. Reproducing and isolating the incident oDeciding if the incident is due to a defective or a non-defective cause and propose appropriate system configuration or workaround if the cause for the incident is non-defective. oForward Incidents to Third Level Support where required. oContinually documenting the solution approach. oTesting the solution and the solution must be checked and tested in a test system. oBacking up all relevant data before the solution is installed. oIn the SLA descriptors below the “Initial Response Time" means the supplier will give a qualified response within the defined time and “Corrective Action” means the supplier will provide a solution, a workaround or an action plan for the issue within the specified time frame. SLA (minimum standards or better 24*7): 1/Very High: Initial Response Time (IRT) 1 Hour Corrective Action (CA) 4 Hours Characterised if the problem has very serious consequences for the University’s normal business transactions and urgent, business-critical work cannot be performed. E.g. Complete system outages, malfunctions of central software functions, etc. 2/High: IRT 4 Hours CA 2 Working Days Characterised if an important business process of the University becomes seriously affected. E.g. necessary key activities cannot be carried out etc. 3/medium: IRT 8 hours CA 4 Working Days Characterised if a less important business process of the University is affected. E.g. necessary activities cannot be carried out and is not available from time to time or that it does not work as it should. 4/Low: IRT 16 hours CA 8 Working Days Characterised if a business process of the University is not affected. E.g. a function that is not available from time to time or that does not work as it should but that is not necessary for daily business. Where the supplied staff will work South East England Who the organisation using the products or services is Oxford Brookes University Why the work is being done To support the reporting in the Finance, HR, Research functions The business problem you need to solve as above and within the work to be delivered First user type: Business Function user First user type: Administrator User Enter more details about this user type: - IT - Admin - Finance - HR - Research Enter more details about this user type: IT Administrators (back end)