Oracle PeopleSoft HCM & ERM Annual Maintenance & Support
Orange County Government, Florida, has been a user of Oracles PeopleSoft Human Capital Management (HCM) since 1997 and Oracles PeopleSoft Enterprise Revenue Management (ERM) since 2004. Since its implementation the applications have been on annual maintenance and support.
seeking a vendor to provide PeopleSoft/Oracles Annual Support as follows:
BASE YEAR SUPPORT - 12/15/2009-12/14/2010
PeopleSoft Human Capital Management, HRMS 9.0 Premier Support
PeopleSoft Enterprise Revenue Management 8.9 Premier Support
OPTION YEAR ONE SUPPORT 12/15/2010-12/14/2011
PeopleSoft Human Capital Management, HRMS 9.0 Premier Support
PeopleSoft Enterprise Revenue Management 8.9 Sustaining Support
OPTION YEAR TWO SUPPORT 12/15/2011-12/14/2012
PeopleSoft Human Capital Management, HRMS 9.0 Premier Support
PeopleSoft Enterprise Revenue Management 8.9 Sustaining Support
1. The HCM family of products and modules require Premier Support. Premier Support shall include but is not limited to:
a. Maintenance and support of Oracle Databases, middleware, and applications for five years from their general availability date
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b. Technical support
c. Major product and technology releases
d. Updates, fixes, security alerts, and critical patch updates
e. Tax, legal, and regulatory updates;
f. Upgrade scripts
g. Certification with new third-party products and versions
h. Certification with new Oracle products
2. The ERM family of products and modules require Premier Support for the first year and Sustaining Support sub-sequent years. Sustaining Support shall include but is not limited to:
a. Maintenance and support of Oracle Databases, major product and technology
b. Technical support
c. Technical support experts
d. Online support tools
e. Knowledgebase
f. Access to OracleMetaLink/BEA eSupport Portal/BID Portal
g. Fixes, updates, and critical patch updates created during the Premier Support stage
h. Upgrade scripts created during the Premier Support stage
