Specifications include, but are not limited to: The County DISS will serve as the primary contact for the agency we choose to support our ERP system. The following is a list of our requirements. 1. This is NOT a request for application support. Erie County has in place a business process and technical support organization. This is NOT a request for technical help. Erie County has in place a Basis team. This RFP is for maintenance of the SAP software code. 2. Guaranteed Service Level Agreement (see B. Incident Priority Levels). Guaranteed response time below 30 minutes for urgent/priority 1 issues. 3. Full support for Erie County's deployed configurations and customizations. 4. Full support of current release (ECC 6) for 10 years. 5. Comprehensive tax, legal and regulatory requirements, with delivery of these updates at least on the same schedule as SAP. 6. Assignment of a named primary support engineer who will be responsible for managing our support activity. All support engineers should have on average at least ten years of experience with significant realworld experience understanding client implementations and deployments
