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TENDER No.29/2010
SUPPORT FOR ORACLE E-BUSINESS
SUIT
SYNOPSIS OF SCOPE OF WORK
Oman Wastewater Services
Company S.A.O.C (Haya Water) is a government
owned company empowered to manage the Muscat
Wastewater Project for the whole of Muscat.
The company wishes to appoint
a Service Provider to provide Support &
Maintenance for its E-Business Suite Version
11.5.10.2 running on Oracle database
9.2.0.8.
In this document all
references to Oracle E-Business Suite means
the set of Oracle Application products that
are used by Haya Water, specifically but not
limited to:
-
Oracle Financials & Order
Management
-
Oracle HRMS, Payroll and
HRMS related applications/modules
The intention in seeking
provision of support & maintenance is to
ensure that:
-
Optimum operational
performance is ensured
-
Availability is ensured
in case of application, hardware,
database failure
-
Maximize Haya Water’s
Oracle Environment’s Availability,
Performance and Security
-
Manage adoption and
implementation of any additional oracle
application
-
Adopt recommended
practices for reactive and proactive
support
-
Gain access to Oracle
Experts who know Haya Water’s situation
and who can help solve problems more
efficiently based on a collaborative
approach
-
Increase Haya Water’s IT
Staff skills for problem avoidance,
planning and effectiveness
-
Reduce technical risk
Enhance speed of adoption, knowledge and use
of Oracle technology
-
Maximize Oracle
environments Availability, Performance
and Security.
-
Adopt a well established
Backup and Recovery strategy.
-
Insuring the success
upgrades for their Databases by using
Oracle Experts.
-
Having an extra arm from
Oracle Experts on critical service
requests especially with severity 1 and
2 mentioned under item 2.11.
-
Designated point of
contact for the coordination of Oracle
Support‘s activities, prioritization,
initiation of escalations and for all
Oracle Support related issues on defined
configurations
-
Patch Management
-
Regular Service Delivery
Plan reviews
-
Regular proactive
services (e.g. configuration and
performance checks, system-specific
release planning)
Full Support during end of month and end of
year closing transaction for Oracle
financial application. This may take extra
hours after the working hours.
In addition to the services
required above, the service provider should
provide in the price proposal cost of 30
mandays.
|
Impact |
Priority Level |
Reaction Time |
Resolution Time |
|
1.Service is not available
2. Workflow not functioning as
intended.
3. Concurrent Manager is not
started. |
1 |
Within 15 Minutes |
4
Hours |
|
1. Significint degradation of
service.
2. Report is not functioning
|
2 |
Within 1 Hour |
6
Hours |
|
1.Limited degradation of
service (business process can
continue) |
3 |
3
Hours |
1
Working day |
One year from commencement |
