ERP Managed Support and Maintenance Services

The Vendor is required to provide enterprise resource planning (ERP) system and to ensure continuity, stability, and reliable performance across key oracle applications, including enterprise resource planning, human capital management (HCM), etc.
- Requirement:
•    Support and maintenance services required
•    Configuration, system customizations, system administration, maintenance, and incident resolution.
•    Enhancements, development and support of the oracle fusion module applications.
•    Technical and functional assistance across base application modules and interfaces.
•    Upgrade management, troubleshooting process and performance issues.
- Support model
•    Support governance: proponent will define, document, and manage support roles, responsibilities, processes, and escalation procedures, including those for requested enhancements. 
•    Team integration: proponent will define the support team organization and ensure seamless integration with authority it help desk and support teams.
- Support categories required to be supported by the proponent
•    Configuration, functional issues, data issues, technical issues, training, new enhancements and change requests, service request ticket management and others
•    Batch processing, reports, integration support, user’s setup and configuration, audit control support, env. refresh and post refresh activity, system administration support and data extraction and reporting
- Strategic advisory, continuous improvements and refinement
•    Outline a plan for regularly assessing the performance of the ERP solution and associated processes. 
•    Identify areas for improvement and optimization. 
•    Refine workflows, reports, and functionalities as needed to align with evolving organizational needs.