Workday On-Demand Support and Managed Services

The Vendor is required to provide workday regarding their capabilities to deliver workday on-demand support services and workday managed services.
- Objectives
•    Service provider experience supporting workday in the public sector
•    Available service tiers, response SLAs, and coverage models
•    Technical and functional expertise areas
•    Resource qualifications and certification levels
•    Approaches to service governance, reporting, and knowledge transfer
•    Pricing models for both on-demand and managed services
•    Capabilities for project support, integration assistance, and system optimization
- Workday support capabilities
1. Functional support
•    HCM
•    Payroll
•    Time tracking
•    Absence
•    Benefits
•    Finance (potential future need)
•    Reporting and analytics
2. Technical support
•    Integrations
•    Security administration
•    Business process configuration
•    Tenant configuration and change management
•    Release management and feature adoption
•    Testing support
3. Issue management and SLAs
•    Response and resolution times
•    Support coverage windows
•    Escalation processes
•    Communication protocols
4. Resource model
•    Dedicated vs pooled resources
•    Onshore, offshore and hybrid
•    Backup resource strategy
•    Certifications and qualifications
- Managed services model
•    Scope of managed services (functional, technical, security, integrations, reporting)
•    Governance framework (meetings, KPIs, quarterly reviews, roadmap support)
•    Backlog management and continuous improvement processes
•    Predictable operational cost models
•    Onboarding and transition timeline
- On-demand support model
•    Minimum monthly hours or retainer options
•    Hourly support rates by role
•    Turnaround expectations for standard requests
•    Emergency or priority support options
•    Billing structure (monthly, as-used, prepaid bank, etc.).