SAP Vendor Premium Engagement with SLA for Service and Support

Tender description

Over the next two years WWU will be carrying out significant upgrades and migrations of its SAP Estate. During this period response times to incidents are key to achieving the schedule. Currently WWU has SAP Product Support for Large Enterprises (PSLE). WWU wishes to temporarily improve incident response time by including an SLA to the PSLE with SAP for the two years of the programme. Lot 1: SLA uplift for 2 years including: • An SLA integrated into the existing WWU PSLE Support leveraging SAP's proprietary tools and internal processes. • SLA uplift services directly tailored to WWU system-specific needs. • A single point of ownership for performance-related commitments. • Technical experience: SAP intimate understanding of the technology involved and the world wide exposure and knowledge base available will provide a unique capability to provide resolutions to issue encountered elsewhere across the global user base. • An independent perspective from the main system integrator for investigating practices and following up on resolution delivery