Infor Financials v10 On-Demand Support Services

The Vendor is required to provide on-demand, retainer based, or hourly technical, functional, and administrative support services for Infor Financials Version 10 (Lawson).
- The objective is to secure dependable and flexible expertise capable of supporting day-to-day operations, troubleshooting issues, maintaining system stability, and completing enhancement or maintenance tasks as needed.
- System Administration
•    Administration and maintenance of Infor Financials v10
•    Environment configuration and performance monitoring
•    Administration of development, test, and production environments
- Security Configuration & Role Management
•    Managing and enhancing security roles and structures
•    Ensuring proper segregation of duties
•    Troubleshooting access issues and maintaining compliance
- User Provisioning & Access Controls
•    Creating, modifying, and deactivating system user accounts
•    Managing access controls based on internal policies
•    Conducting scheduled access audits
- Financial Reporting Support (LBI)
•    Developing, modifying, and maintaining Lawson Business Intelligence (LBI) reports
•    Troubleshooting existing reports, dashboards, and data queries
•    Enhancing report usability and output quality
- Troubleshooting & Issue Resolution
•    Addressing issues related to workflows, integrations, and application behavior
•    Resolving configuration problems and functional inconsistencies
•    Supporting interruptions in financial processing
- Diagnostic Support for Complex Issues
•    Performing detailed system and data analysis
•    Reviewing logs, running diagnostics, and validating data integrity
•    Providing recommendations for root-cause remediation
- Vendor Coordination & Escalation
•    Coordinating support tickets and escalations with Infor
•    Providing system details to enhance case resolution
•    Following up and validating fixes provided by Infor
- System Health Checks
•    Performing periodic health assessments during unused retainer hours
•    Reviewing error logs, workflow queues, and system performance
•    Delivering recommendations for system optimization
- Application Updates & Patch Support
•    Applying Infor Financials v10 patches, updates, and hotfixes
•    Supporting system and regression testing after updates
•    Troubleshooting issues that arise following patch deployment
- Documentation & Knowledge Transfer
•    Documenting processes, configurations, workflows, and changes
•    Providing handoff materials for internal staff
•    Offering optional training or guided knowledge transfer sessions.