Specifications include, but are not limited to: MSP will provide Level 2 & 3 support services for the City’s Oracle Cloud environment as follows: Application Development and Support - Assistance will be requested by the city for the following items: Application support: will assist with business process, and/or functional support Technical support: reports and integration support Incident and/or problem management: for software or configuration defects Configuration management: for modifications required to correct defects/problems with delivered/ implemented functionality. Release and/or 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 Provide estimates for new functionality enhancements / process changes available with updates; Incident Management - Incident Management Issue/defect resolution (coordination with Oracle Support and/or City team) including conducting root cause analysis and providing end-user support...
