SAP 3rd Party Support Service

Tender description

The council requires the provision of an SAP 3rd Party Support provider (SAP3PSP) to work alongside CGI for the delivery of the overall SAP support requirements. Whilst CGI provide the main support to SAP, the SAP3PSP will provide additional support around covering bug and error reporting, as well as remediation, system configuration, integration and interoperability support, infrastructure support, security hardening, posture and any customisations required. Where CGI is unable to remediate identified issues or deliver the required updates/functional changes, they will escalate the matter to SAP Customer Specific Support (CCS) for resolution. Where the issue is not covered by SAP CCS , CGI will engage SAP3PSP to resolve it. In addition, SAP3PSP will deliver all regulatory and functional compliance updates for the duration of the contract Lot 1: Direct Award - G-Cloud 14 Framework Longlist generated 21 service offerings. The evaluation panel carried out a desktop exercise evaluating each supplier’s service offering against scope. Justifications were provided for either shortlisting or excluding suppliers offering based on their alignment with the requirements. This review identified two suppliers whose offerings aligned with the defined requirements. The two shortlisted suppliers were contacted via email to confirm their resource capacity and ability to deliver the required services within the specified timescales. Clarification documents were issued to both suppliers, aligned with the previously defined scope. Suppliers were asked to identify specific elements within their published service offerings that correspond to GCC’s requirements.