Routine Support: • Application functional support • Technical support: for custom components, including reports and integrations • Incident and/or problem management: for software or configuration defects • Configuration management: for modifications required to correct defects/problems with delivered/ implemented functionality • Change management: to coordinate the migration of system changes from a Non-Production (DEV/TEST) environment to the Production environment • Oracle Support: working directly with Oracle Support on service requests Routine Maintenance: • Release management for Cloud updates, as an example Redwood upgrade • Review Quarterly Patches and provide summary review to the functional Subject Matter Experts • Application Testing using automated testing tool provided by the Contractor as part of the performance of the service. The County will not provide any automated testing tools or preexisting testing tools or applications (if any) for this purpose. The Contractor shall not expect the County at any stage to provide such tools. • Coordination of Cloud update tasks, including pre/post-update activities • Issue/defect resolution (coordination with Oracle Support) • Assessment and impact analysis • Provide estimates for new functionality enhancements/process changes • Clone Prod to two Non-Prod Environments o PWC maintains four additional Non-Prod Environments • Complete Post Clone steps Enhancement Services: The Contractor’s support team shall provide enhancement services and/or shall address the tasks for the following areas: • Enhancements – new implementations, as an example, Oracle Recruiting module, modifications or additions to system functionality. o These include changes to the system configurations, reports, and/or interfaces (OIC). o Enhancements shall be managed within monthly capacity, scheduled in advance, and executed based on PWC approval. • Requests for Enhancements shall be tracked as tickets in the Service Desk system and shall be completed after proper County approvals and prioritization. Application Functional Support: • Business process troubleshooting & support • Business process improvement recommendations as needed • Bi-Weekly Payrolls support • Support Month End/Quarterly/Fiscal Reporting and Activities • User training • Administration and Technical training
