SAP Application Managed Services

The vendor is required to provide sap application, including troubleshooting, regular updates, monitoring, and performance optimization.
- Payroll and related category
•    Support the following applications and modules:
o    human capital management (HCM): success factors (SF) employee central (EC), human resources (HR) analytics, sf learning, onboarding, payroll, recruiting.
•    Knowledge transfer for in-scope modules and applications (including ‘how to’ instructions).
•    Support and assistance with third-party integrations for in-scope modules and applications.
•    Support and assistance with all in-scope modules and applications (upgrades, service packs, support packs, patches, etc.).
•    Support and assistance with overall system health (databases, upgrades, patches, system refreshes, client copies, etc.).
•    Option to add support for modules and applications not yet implemented or with existing separate support contracts.
- EAM, FIN, SCM and tech category
•    Support the following applications and modules:
o    Enterprise asset management (EAM): asset management, geographical enablement framework (GEF). 
o    Finance (fin): accounting, project system, business planning and consolidation (BPC). 
o    Supply chain management (SCM): contract management, materials management, procurement,
o    Technical: basis, cloud platform integration (cpi), advanced business, application programming (ABAP), FIORI (user experience component layered on top of s/4hana), s/4hana security.
•    Knowledge transfer for in-scope modules and applications (including ‘how to’ instructions). 
•    Support and assistance with third-party integrations for in-scope modules and applications. 
•    Support and assistance with all in-scope modules and applications (upgrades, service packs, support packs, patches, etc.). 
•    Support and assistance with overall system health (databases, upgrades, patches, system refreshes, client copies, etc.).
•    Option to add support for modules and applications not yet implemented or with existing separate support contracts.
- Service management
•    The successful proponent will be responsible for the following services support window to cover Monday – Friday 8:00 a.m. – 5:00 p.m. CSTNO (gmt-6)
•    Services to be delivered remotely and in english.
•    Supplier to provide named service delivery manager.
•    Supplier and the city to meet weekly and monthly for service reviews.
•    Supplier to provide weekly and monthly service review reports based on criteria and filters determined by the city.
•    Supplier to include process for amending the sow to add services not mentioned if deemed necessary later.
•    Service operations manual to contain:
o    Module and application support scope.
o    Key contacts and escalation processes.
o    Communications plan.
o    Responsibility matrix (RACI).
o    Services and activities.
o    Service management and reporting processes.
o    Service level objectives (SLO) (must include response and resolution times for both incidents and requests).
o    List of standard operating procedures.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: October 7, 2025