sec e sow final implementation of ncc ver 2 0 4-1-2011

MIMOS BERHAD (33183-H)

MIMOS’ SEBUTHARGA NO.: SH/2/2011 SCOPE OF WORKS, TECHNICAL SPECIFICATIONS REQUIREMENTS

Note 1: MIMOS’ Requirement Level:- M – Mandatory Requirement: These are ESSENTIAL/CRITICAL requirements that MUST be fully complied by Bidder.G – General Requirement: These are DESIRABLE requirements and Bidder is required to comply.

Page1of18

MIMOS’ SCOPE OF WORKS, TECHNICAL SPECIFICATIONS & REQUIREMENTS

1.0 SCOPE OF WORKS

M

2.0 Bidder should be registered as MIMOS Vendor. G

3.0 M

4.0 M

5.0 Bidder should have paid-up capital RM500,000 and above. G

6.0 BIDDER EXPERIENCES:

6.1 M

6.2 M

7.0 TECHNICAL SPECIFICATIONS & REQUIREMENT

7.1 M

7.2 M

7.3 M

ITEM NOS.

MIMOS’ REQUIREMENT

LEVEL

PLEASE TICK IF BIDDER COMPLY

BIDDER’S REMARK (INCLUDING DETAILS/REASONS AND

ATTACHMENT) IF BIDDER DOES NOT COMPLY

BIDDER’S REMARKS IF ANY (INCLUDING DETAILS AND ATTACHMENT) IN SUPPORTING THEIR COMPLIANCE

STATEMENTM - Mandatory

Requirement G - General requirement

Bidder MUST fully comply with this Sebutharga’s scope of works which include the system configuration, functional specification, UAT, data conversion and acceptance documents to MIMOS on the provision of SAP ECC6 Implementation of New Company Code and Integration with MIMOS' in-house Employee Self Service (ESS) for MIMOS' Business Unit.

Bidder MUST be registered with Ministry of Finance (MOF)

(Note: Bidder to submit certificate of registration)

Bidder MUST be SAP Partner.(Note: Bidder to submit appointment letter from SAP)

Bidder MUST have experience at least three (3) years experience in SAP Implementation.

( Note: Bidder to submit the list of experience in the format of name of client - year - total amount - contact person )

Bidder MUST have experience at least three (3) years experience in SAP Support

(Note: Bidder to submit the list of experience in the format of name of client - year - total amount - contact person )

Bidder’s proposed SAP ECC6 Implementation of New Company Code MUST come with all of the following capabilities/features :

SAP ECC6 Implementation of New Company Code MUST consist of existing SAP Finance with sub module – Account Payable (AP), Account Receivable (AR), General Ledger (GL), Asset Management (AM), Fund Management (FM), Cash Management (CM) and Controlling (CO).

SAP ECC6 Implementation of New Company Code MUST consist of existing SAP Logistic with sub module – Material Management (MM), Sales & Distribution (SD), Inventory Management (IM), Production Planning ( PP) and Plant Maintenance (PM).

SAP ECC6 Implementation of New Company Code MUST consist of existing SAP Human Resource – Personnel Administration (PA), Organizational Management (OM), Payroll (PY), Time Management (TM), Training & Event Management (TEM), Benefits Administration (BA) and Personnel Development (PD).




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7.4 M

7.5 M

7.6 M

7.7 M

7.8 M

7.9 M

7.10 G

8.0 DOCUMENTS DELIVERABLE M

8.1 Business Blueprint

8.2 System Configuration Document

8.3 Functional & Technical Design Document

8.4 Test Strategy and Plan, UAT Scripts & Test Report

8.5 Data Conversion/Cutover Strategy

8.6 Training User Guide

9.0 WARRANTY PERIOD & COVERAGE

M

ITEM NOS.


LEVELPLEASE TICK

IF BIDDER COMPLY






Bidder is required to ensure that the new company code implementation MUST comply with the current customization reports and RFC.

Bidder MUST perform the testing for SAP ECC6 Implementation of New Company Code. ( Refer Appendix B - Item No. 2.6)

Bidder MUST be able to provide SAP Technical with following knowledge – ABAP Reporting, SAP Query, SAPSCRIPT and SAP Basis (Authorization Profile)

Bidder MUST responsible on data conversion strategy ( Refer Appendix B - Item no. 2.7)

Bidder MUST be able to integrate the implementation of new company code with MIMOS' in-house Employee Self Services (ESS) Applications sub module – Travel Authorization Request (TAR), Purchase Requisition (PR), Claims System, Transport Booking, Approval Dashboard, Leave System, Work schedule, Business Card, Attendance & Absence and Personnel Information.Note:ESS is developed using java language and integrates with SAP using RFCs/BAPIs.

Bidder MUST be responsible on data integration workstream and testing for ESS System. (ESS system integrates with SAP System using RFC/BAPI)

Bidder is required to comply to the following:a) Project Management requirement (Appendix A)b) Implementation Approach (Appendix B)

Bidder MUST provide a three (3) months standard implementation warranty after system go-live. (Appendix C)




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10.0 DELIVERY PERIOD

M

11.0 DELIVERY LOCATION

M

12.0 OTHERS REQUIREMENTS

12.1 G

12.2 G

12.3 G

ITEM NOS.


LEVELPLEASE TICK

IF BIDDER COMPLY






Bidder MUST be able to complete the provision of implementation of new company code within four (4) months after receipt of Letter of Acceptance (LOA) from MIMOS.

Bidder MUST deliver the SAP ECC6 Implementation of New Company Code to MIMOS Technology Park Malaysia (TPM), Kuala Lumpur.

Bidder is required to provide information or track records regarding SAP Implementation of New Company Code done by the bidder either local or international for the past two (2) years.

Bidder is required to provide their consultants information together with necessary certification/training (Bidder to submit their consultant information or detailed CV with necessary certification/training).

Bidder is required to deliver their best delivery period and quality for the Sebutharga of SAP ECC6 Implementation of New Company Code.

APPENDIX A

No Requirements

Yes No1.0 Project Management1.1 General Requirements

1.1.1

a. Develops and maintains a resource planb. Development of a comprehensive implementation plan

c. Provision and maintenance of a centralised documentation repository

d. Issues Managemente. Risk Managementf. Interdependency Managementg. Change control processh. Status review and acceptance processi. Status reporting processes

1.1.2

1.1.3

a. Bidder‘s view of the critical success factors of this project

1.1.4

1.1.5

1.2 Project Team Structure

1.2.1

1.2.2 The Project Team shall consist of the following workstream (but not limited to):

Compliance (Please √ to indicate

Yes/No)Bidder Comment (The Compliance Matrix must cross-reference with the Bidder's Proposal, failure which the item will be deemed as Non-Compliant)

Bidder will be responsible for the provision of project management services, and this shall include the following (but not limited to):

Bidder is to ensure the methodology must have been successfully used in a large scale IT implementation project

Bidder is to provide the following to demonstrate a good understanding of what is required to carry out the successful completion of a project of this type and scale:

b. Bidder’s approach to conducting every major task within the project, including but not limited to users requirements gathering, design, configuration, testing, deployment, training and other related implementation activities

Bidder to detail the number of man-days for each resource and their location (on-site or off-site)

Bidder shall not change or substitute any of the key personnel without prior written approval from MIMOS. If for any reason beyond the reasonable control of the Bidder it becomes necessary to replace any of the personnel, Bidder shall provide as replacement, a person of equivalent or higher qualification and experience, as deemed acceptable by MIMOS

Bidder is to propose a Project Team structure, and specify the relationships between the various functions within the team structure

No Requirements

Yes No



a. Functional and Technicalb. Data Conversionc. Integration with Employee Self Service (ESS) using RFC/BAPId. Subject Matter Experts

1.2.3

1.2.4 Bidder is expected to include the following elements in the Proposal:a. Project Organisation Chartb. Curriculum Vitae (CVs) of the key members of the Project Team

1.2.5

1.2.6

1.2.7

1.2.8

1.2.9 Bidder is to report directly to a nominated project manager by MIMOS1.3 Functional and Technical Team

1.3.1

a. Lead Business Analyst b. Business Analystsc. Developersd. Testerse. Others

1.4 Data Conversion Team

1.4.1 The Data Conversion structure is to include (but not limited) to the following roles:

a. Lead Data Conversionb. Data Conversion Engineersc. Others

Bidder to specify the number of project team member that will be deployed in this project

c. Roles and Responsibilities of each element in the proposed Project Organisation Chart

Bidder is to define the roles and responsibilities of each of the proposed project team member

Bidder is to identify the sub-contractors within the proposed Project Team structure (if any)

Bidder is to propose a suitable Working Committee structure for MIMOS project team. The Committee is to assist the Bidder with regards to execution and administrative support over the entire duration of the project

Bidder is to state the roles and responsibilities of the Working Committee, and the facets of support which will be required by the Bidder from the Working Committee for the duration of the Project

The Functional and Technical team structure is to include (but not limited to) the following roles:

No Requirements

Yes No



1.5 Integration Team

1.5.1 The Integration structure is to include (but not limited) to the following roles:

a. Lead Integrationb. Integration Engineersc. Others

1.6 Project Mobilisation1.6.1

a. Project Set-Upb. Project Planning

1.6.2 Bidder to specify the activities that will be undertaken during the mobilisation stage

1.6.3

1.7 Project Monitoring and Reporting

1.7.1

1.7.2 Bidder is to prepare and submit the reports to monitor the progress of the project

1.7.3

1.7.4

a. Weekly Status Reportb. Monthly Status Reportc. Any request for status as and when required

Note : Bidder to provide sample of documents from previous implementation

1.7.5 The Weekly Status Report shall cover the following (but not limited to) areas:

a. Project activities (key events of the previous week)b. Documented progress of the overall projectc. Issues, Risks and Changesd. Milestone reached


1.7.6 The Monthly Status Report shall cover the following (but not limited to) areas:

During the Mobilisation phase, Bidder is expected to expedite the following (but not limited to) components:

Bidder to specify the activities that will be undertaken during the project planning stage

Bidder is to describe the approach that will be adopted to manage project monitoring and reporting

Bidder is to ensure the reports are prepared and submitted throughout the duration of the project

Bidder is to provide the following status reports (at minimum) as part of the monitoring and reporting:

No Requirements

Yes No


Yes/No)Bidder Comment (The Compliance Matrix must cross-reference with the Bidder's Proposal, failure which the item will be deemed as Non-Compliant)1.7.6

a. Status of the project mapped against the Project Timelineb. Summarised project activitiesc. Milestone reachede. Highlights of issues, risks and changes


1.8 Risk Management

1.8.1

1.8.2

1.8.3

1.9 Issue Management

1.9.1

1.9.2

1.10 Quality Assurance

1.10.1

1.10.2

1.11 Change Management

1.11.1

1.11.2

Bidder is to propose and specify the risk management plan describing the approach for risk identification, analysis, management and mitigation. The risk management plan shall identify and prioritise as High, Medium, or Low, the area of risk, identify the risk factors that contribute to the potential occurrence of each risk, document procedures and metrics for monitoring the risk factors and for reducing the potential occurrence of each risk, and identify contingency procedures for each area of risk.

Bidder is to highlight the possible issues that could threaten the successful outcome of the project, including not meeting the acceptance criteria for the deliverables or missing the deadlines agreed in the specific contracts

Bidder is to list out the possible risks and (mitigation strategy) of the proposed solution

Bidder is to propose and specify an issue management plan describing the approach for management of issues

Bidder is to highlight all project related issues raised throughout the duration of the project. All project issues must be identified, documented, addressed, communicated and monitored by the successful Bidder

Bidder is to propose and specify a quality assurance plan that describes the procedures, methodologies and policies that the project organisation will adopt in order to ensure the quality of deliverables and services provided.

Bidder is to describe how the quality assurance plan can be implemented and communicated across the Project Team

Bidder is to propose Change Management plan that shall be implemented during the implementation of Solution

The change management plan is expected to commence together with the project and continue over the duration of the project

No Requirements

Yes No



1.11.3

1.11.4

a. Change Readiness Assessment b. Stakeholder management analysisc. Communication plan (for MIMOS personnel)d. Promotion and publicity plan to publicise and promote the system

1.11.5

1.11.6

1.11.7

End

The change management activities are expected to be planned and facilitated by a dedicated team comprising of the Bidder and MIMOS's project team members

Bidder is to provide a detailed Change Management methodology, strategy and approach which will encompass the following (but not limited to) areas for the entire project:

Bidder shall provide MIMOS with transition management services to ensure that the organisation can smoothly transit to the new system and will be able to adopt the new system, processes and organisational model

Bidder is to include the communication plan that contain the communication structure, proposed meeting and reporting structure, communication hierarchy, the type of media to be used and etc

Bidder is to describe the transition management approach, activities, scope of service and the roles and responsibilities of all parties involved in the transition management

APPENDIX B

No Requirements

Yes No2.0 Implementation Approach2.1 Project Implementation Schedule

2.1.1

2.1.2

2.1.3

a. Detailed activity listingb. Time allocation for each detailed activityc. Activity execution approachc. Activity execution approache. Deliverablesf. Activity ownersg. Interdependenciesh. Resource allocation for each activity

2.1.4

a. System Implementation Stageb. Live Run Stagec. Post Implementation Review Stage

2.1.5

a. Project Mobilisationb. Requirements Validation Phasec. Business Process Improvement Phased. Solution Architecture Phasee. Design Phasef. Development Phaseg. Infrastructure Readiness / Site Preparation Phaseh. Data Migrationi. System Integrationj. Testing


Yes/NoBidder Comment (The Compliance Matrix must cross-reference with the Bidder's Proposal, failure which the item will be deemed as Non-Compliant)

Bidder is to ensure the Project Implementation must be completed within four (4) months or less from the date the Letter of Acceptance is signed.

Bidder is provide detailed Implementation Strategy and Implementation Schedule based on key priorities and project datelines

Bidder is to ensure the Implementation Schedule includes the following (but not limited to) areas:

Bidder is to ensure the Project Implementation schedule cover the following (but not limited to) stages:

Bidder is to ensure the System Implementation Stage includes the following (but not limited to) activities:

No Requirements

Yes No



2.1.5

k. Trainingl. Change Managementm. Post Implementation

2.1.6

2.1.7

2.2 Requirements Validation2.2.1

a. Validate the user requirements b. Study the existing development plans at MIMOSc. Assess the existing or new business processesd. Integration with ESS systeme. Gap analysisf. Mapping of the As-Is process to new system functionalities

2.2.2

2.2.3

c. Deliverables of the Requirement Validationd. Involvement required from MIMOSe. Dependency

2.3 Architecture and Design

2.3.1

2.3.2 a. Datab. Applicationc. Interface

Bidder is to describe the approach and activities that will take place during the Live Run stage

Bidder is to describe the approach and activities that will take place during the Post Implementation Review stage

Bidder is to carry out the following requirement validation activities (but not limited to) which includes:

Bidder is to document the findings and recommendations in the User Requirements Specification for MIMOS review and approval

Bidder is to include (but is not limited to) the following throughout response:

a. The activities that would be carried out during the Requirements Validation

b. How the Bidder intends to execute the Requirement Validation activities

Bidder is to provide the solution architecture documents (blueprint) for MIMOS review and approval

Bidder is to provide framework for the following component (but not limited to):

No Requirements

Yes No



2.3.3

2.3.4

2.3.5

2.3.6

a. Functional Specificationb. Technical Specification (including data model)

2.3.7

b. Process diagramsc. Other related documentation

2.3.8

2.3.9

2.3.10

a. Detailed descriptive title and scope of the specification

b. Date of last effective revision of scope and revision designation

Bidder is to provide the system and application design documents for MIMOS review and approval before commencing on the development of the solution

Bidder is to conduct a detailed walk-through of the design with MIMOS as part of the review and approval process

Bidder is to ensure the development of the system can only commence after the system design has been approved by MIMOS

Bidder is to include in the system design/business process flow documents(but is not limited to) the following:

Bidder is to describe in the Functional Specification the functions that would be available in the system (but not limited to) the following:

a. The description on the design technique and how its going to be implemented.

Bidder is to provide both the table of contents of the Functional Specification as well as an overview of the proposed contents of the specification

Bidder is to provide a sample of the Functional Specification submitted for one of the projects described in the Bidder reference site

Bidder is to describe in the Technical Specification the technical specifications that would be available in the system (but not limited to) the following:

c. Persons responsible for queries on the specification, updates, and deviations

d. The significance or importance of the specification and its intended use

e. Terminology and definitions to clarify the meanings of the specification

No Requirements

Yes No



2.3.10

f. Performance testing requirements such as targets and tolerances.

g. Provisions for rejection, re-inspection

i. Persons responsible for enforcement of the specificationj. Test methods for measuring all specified characteristics

2.3.11

2.3.12

2.4 Development

2.4.1

2.4.2

2.4.3

2.4.4

2.4.5 Bidder is to ensure a standard Change Control procedure is used

2.4.6

2.4.7

h. Quality requirements, sampling (statistics), inspections, acceptance criteria

Bidder is to provide a sample of the Technical Specification submitted for one of the projects described in the Bidder reference site

Bidder is to ensure the output of the design describe the new system as a collection of modules or subsystems

Bidder is to take into consideration in the development phase, the solution development and MIMOS solutions development / enhancement

Bidder is to work jointly with MIMOS to ensure transfer of skills relevant to the solution

Bidder is to provide a strong change control management to manage through controlled processes, changes to the scope so that impact (time-scale, cost, quality, deliverable) is clearly understood and appropriate authority is granted

Bidder is to assess all change requests made, assessing their impact on the project, and making recommendations to the disposition of change, where those changes affect the scope of the project, including its resources and timing

Bidder's Project Management Team is to evaluate the impact of the Change Request and present any necessary recommendations to the Steering Committee. Resulting decisions and appropriate actions will be resolved in-line with the agreed project decision-making time-scales

Bidder is to ensure the Change Request include details of expected extra cost to the project and an acceptance of any cost related to the Change Request. The rates and costs of carrying out any additional works would be documented in a separate document

No Requirements

Yes No



2.5 Rollout Preparation

2.5.1

2.5.2

2.5.3

2.5.4

2.5.5

2.5.6

a. Cutover planb. Contingency planc. Rollback pland. Cutover script

2.5.7

2.6 Testing (Note: Mandatory Requirement)

2.6.1

2.6.2

2.6.3

2.6.4 Bidder is to provide test plan that shall describe in detail the planned testing activities:

Bidder is to develop a rollout strategy preparation whereby the rollout strategy approach and checklist would be developed, confirmed and signed off

Bidder is to include rollout preparation and deployment whereby the production environment would be prepared, and data cleansed, transformed and can be migrated to the production environment

Bidder is to have rollback planning whereby the rollback plan should take into account not only the activities, but also the time needed to recover

Bidder is to ensure the plan must be able to provide a point for decision, a “go/no-go” decision to be made that either allows the implementation to proceed or to be halted and to execute the rollback plan

Bidder is responsible to develop and implement/execute the cut-over strategy and plan, and to manage and track all cut-over activities

Bidder is to ensure the cutover strategy shall include (but is not limited to) the following:

Bidder is to ensure that the cutover tasks are automated as much as possible

Bidder is to propose, supply, and implement a separate testing environment for the proposed solution

Bidder is to develop an overall testing approach, describing the test strategy, plan and testing requirements

Bidder is to describe the specifications for the related testing environment inclusive of the strategy and approach that will be used for system testing

No Requirements

Yes No



2.6.4

c. Tasks, responsibilities and the management of the tests

2.6.5

2.6.6

2.6.7

a. Function testing (for customised components)b. System Integration testing (SIT)c. User Acceptance testing (UAT)

2.6.8

a. Test Planc. Test Script e. Test Summary Report

2.6.9

2.6.10

2.6.11

2.6.12

a. Each test item must describe the feature(s) it tests and include a script with the exact sequences of actions to be performed and an exact description of the expected outcome

b. Tests must cover functionality, scalability, stress / volume / performance, inter-operability / integration, automation and version compatibility

Bidder is to document the results of these tests performed to be submitted to MIMOS

MIMOS and/or any expert(s) appointed by MIMOS will be free to perform their own tests on any deliverables using the agreed test plan

Bidder is to include in the Project Implementation schedule the following types of testing (but not limited to):

d. Scenario testing (date-based testing e.g. to simulate day end, month end, year end processing testing)

Bidder is to provide samples of templates for documents for use in software testing. The testing documents shall be inclusive of but not limited to:

Bidder shall at no cost to MIMOS rectify the defect within fourteen (14) working days from the notification of the defect if the system or any part of the system fail to pass the test

Bidder shall submit test plan, test scenarios and test script for MIMOS approval, at least one (2) weeks prior to testing for approval

Bidder shall make necessary amendments/inclusions to the test plan should the testing specifications not contain sufficient details to test all the functions and facilities of the proposed System

Bidder will provide the necessary tools and work jointly with MIMOS in the definition and preparation of testing data

No Requirements

Yes No



2.6.13

2.6.14

2.6.15 Bidder is to ensure that the test environment is a controlled environment

2.6.16

2.6.17 Bidder is to conduct UAT with end user MIMOS.

2.6.18

2.7 Data Conversion Strategy (Mandatory Requirement)2.7.1

a. Volume of data to be convertedb. Feasibility of data to be convertedc. Availability of data to be convertedd. Quality of data to be converted

2.7.2

a. Abstract the data from existing company codeb. Developing the Data Conversion Programsc. Testing the conversion programs

2.7.3 Bidder is to provide data conversion report2.8 System Deployment

2.8.1

2.8.2

2.8.3

Bidder is to conduct a test briefing to MIMOS testers before the commencement of the UAT

Bidder is to provide the all necessary utilities, tools and test equipment required by MIMOS to complete the tests

Bidder is to ensure all tests will be carried out at MIMOS premises. Bidder need to specify items required from MIMOS before commencement of the UAT

Bidder is to describe the scope of service and the roles and responsibilities of all parties involved in the testing phase

Bidder is to ensure the data conversion strategy takes into considerations (but not limited to) the following:

Bidder is to include the Data Conversion Strategy which covers (but not limited to) the following:

d. Perform data conversion using the program to the Production environment

Bidder is to develop and implement/execute the deployment strategy and plan, and to manage and track all deployment activities

Bidder is responsible for the management and co-ordination of the deployment activities

Bidder is to develop a checklist/procedure to do the system installation to ensure correctness and completeness

No Requirements

Yes No



2.8.4

2.8.5

2.8.6

2.8.7 Bidder is to provide a standard software delivery process governance

2.8.8

2.9 System Handover2.9.1

a. Knowledge Transferb. Functional and Technical Documentation Handoverc. Source Code handoverd. Others (pls. specify)

2.9.2

2.9.3

2.10 Post Implementation Review

2.10.1

2.10.2

End

Bidder is responsible to ensure all faults encountered are recorded during installation and is addressed and closed before the production cutover

Bidder is responsible to communicate the deployment plan to all parties concerned

Bidder shall describe what are the supported and recommended software delivery system can help to automate the deployment process

Bidder is to describe the scope of service and the roles and responsibilities of all parties involved in the system deployment

Bidder shall describe the system handover activities which shall include (but not limited to) the following:

Bidder is to ensure all handover activities must be completed before the system is in production

Bidder is to ensure all the necessary technical, functional and source code documentation are reviewed, approved and handed over to the MIMOS support team

Bidder is to conduct a three (3) months on-site support after the Live Run phase to ensure the effectiveness of this project implementation and further improvement required by the project

Bidder is to describe the approach, activities, scope of service and the roles and responsibilities of all parties involved in the post implementation review

APPENDIX C

No Requirements

Yes No3.0 Support & Warranty3.1 General Requirements

3.1.1

3.2 Software Maintenance3.2.1

3.3 Post Implementation Supports - Technical Support3.3.1 Bidder is to provide three (3) months on site support from the the Go Live date3.3.2

Bidder is to ensure post implementation support covers the following (but not limited to):

b. Bidder to specify number of personnel from the original project team to be on-site

f. Knowledge transfer

3.3.3

3.3.4

3.3.5



Bidder is to provide three (3) months (from the system go live date) free maintenance of the new company code implemented in MIMOS

Bidder is to define the proposed scope of response and response time based on the severity levels specified in the following table:

a. Level 1 - Produces an emergency situation in which the System is inoperable, produces incorrect results, fails catastrophically, or unstable system

b. Level 2 - Produces a detrimental situation in which performance (throughput or response) of the System degrades substantially under reasonable loads, such that there is a severe impact on use

c. Level 3 - Produces an inconvenient situation in which the System is usable, but does not provide a function in the most convenient or expeditious manner, and the user suffers little or no significant impact

d. Level 4 - Produces a noticeable situation in which the use is affected in some way, but is reasonably correctable by a documentation change or by a future, regular release from the Bidder

a. For a duration of four (6) weeks (including at applicable hours e.g. to cater for batch run at night)

c. The support personnel shall be from the application software, hardware, system software team

Bidder is to specify the post implementation support approach, service level agreement and duration

Bidder is to ensure the on-site personnel must provide the first line of support for all components of the proposed solution

On-site personnel must have the competency to resolve any software issues in the production system. Any bug fixes and re-configuration planned should be documented and a formal change request must be submitted to MIMOS for approval.

No Requirements

Yes No



3.3.6

3.4 Post Implementation Supports - User Support

3.4.1

3.4.2 Bidder is to provide the following channel (but not limited to):a. On-site support for end usersb. Remote support for end users

End

Any bug-fixes, re-configurations, change requests and patches can only be implemented to the production system (in accordance to MIMOS's policy) at the time agreed by MIMOS after the change requests have been approved by MIMOS.

Bidder is to specify post implementation support approach and channel for end users support

c. E-mail or instant messaging support facilities that will enable end users to interact with the Bidder for support

sec e sow final implementation of ncc ver 2 0 4-1-2011

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