Enterprise Resource Planning Platform Cloud Support Services

This RFP seeks a qualified vendor to provide cloud support services for an enterprise resource planning (ERP) platform. The selected provider will establish a multi-tiered support structure staffed with trained personnel and ensure strict adherence to service level agreements (SLAs), including real-time issue tracking and the implementation of penalties for SLA breaches. Monthly SLA adherence reports and periodic service reviews are required to ensure performance transparency and accountability.

The provider must maintain a comprehensive knowledge base and a self-service portal to streamline user support. Key responsibilities include supporting user role management in collaboration with internal teams, conducting root cause analysis for recurring issues with quarterly reporting, and documenting teachable moments and resolution actions. The vendor is expected to guarantee system uptime at or above agreed thresholds (e.g., 99.9%) and proactively monitor system availability in real time, addressing disruptions as needed.

Collaboration with Oracle for issue escalation is required, as well as detailed root cause analysis and recovery planning for any downtime incidents. Vendors must optimize system performance through regular analysis and improvements, deliver monthly performance and alert summary reports, and maintain a capacity management plan with routine assessments. Additionally, the provider must uphold and regularly test an incident response plan with documented drills.