Enterprise Resources and Planning Platform

The Vendor is required to provide enterprise resources and planning platform system monitoring, maintenance, technical support, change management, continuous improvement, and reporting.
- System monitoring and performance management
•    Ensure uptime meets or exceeds agreed thresholds (e.g., 99.9%).
•    Monitor system availability in real-time and proactively address disruptions.
•    Collaborate with oracle for issue escalation and resolution.
•    Provide root because analysis and recovery plans for downtime incidents.
•    Optimize system performance through regular analysis and improvements.
•    Deliver monthly performance and alert summary reports.
•    Conduct capacity assessments and maintain a capacity management plan.
•    Maintain and test an incident response plan with documented drills.
- System maintenance and updates
•    Track and manage all change requests with real-time status updates.
•    Prioritize changes based on impact assessments and business importance.
•    Implement structured approval workflows and maintain documentation.
•    Coordinate with oracle for system updates and patch deployment.
•    Maintain compliance with oracle standards and provide documentation.
•    Conduct thorough testing (including regression and payroll cycle testing).
•    Support automated testing for core scenarios (e.g., payroll, benefits).
•    Provide post-implementation validation reports.
- Technical support and issue resolution
•    Establish a multi-tiered support structure with trained personnel.
•    Adhere to SLAs for issue resolution, with real-time tracking and penalties for breaches.
•    Provide monthly SLA adherence reports and conduct periodic reviews.
•    Maintain a comprehensive knowledge base and self-service portal.
•    Support user role management in collaboration with aim.
•    Conduct root cause analysis for recurring issues and provide quarterly reports.
•    Implement teachable moments and maintain resolution documentation.
- Change management and training
•    Develop and deliver department-specific and role-specific training programs.
•    Conduct onboarding, refresher, and “train-the-trainer” sessions.
•    Create job aids, tutorials, and accessible learning resources.
•    Establish feedback mechanisms (surveys, focus groups) and provide summaries.
•    Maintain a centralized documentation hub with role-based access.
•    Update documentation quarterly and include visual aids and interactive elements.
•    Promote adoption through workshops and provide engagement metrics.
•    Support communications through newsletters, bulletins, and proactive updates.
- Continuous improvement and scalability
•    Analyze performance and usage trends to identify improvements.
•    Provide monthly dashboards and reports with actionable insights.
•    Implement feature enhancements aligned with strategic goals.
•    Maintain a roadmap for future enhancements and scalability planning.
•    Conduct annual scalability reviews and develop automated scaling strategies.
•    Collaborate with oracle and third-party vendors for issue resolution and updates.
•    Facilitate regular vendor meetings and maintain escalation logs.