must have knowledgeable functional / technical support staff and they are readily available to support the following modules:
I. CCR/FC - Financial Consolidation
II. TM1 - Budget Planning
III. Business Intelligent
IV. Back End - Technical/Server Setup/Config
VI. Integration with other Applications
Must have support experience of Cognos integration with SAP/Pronto/LN
must cover Scope of Work of: Not limited to capture issue, provide resolution, suggestion workaround/guidance, client installation, implement patch, troubleshoot, identify root cause and technical advice on user’s queries/issues.
Cognos Level 2 & 3 Support & Services:
I. Incident Support - Break & Fix, Production Support, Investigation & Cognos queries & Advisory
II. Change Request – Scope & Estimation, Design Proposal, New Configuration & Change Configuration
III. Development Support - Coding Enhancement, New & Custom Development, Troubleshooting &Tracing analysis, Reports, Forms & Interfaces / Integration)
IV. BASIS Support – System administration, Maintenance, Database Monitoring & Finetuning
V. Service Delivery Management – Single point of contact, Ticket Management, Service Delivery Reporting, Service & support follow up
Any assumption and exclusion must spell in proposal.
Level 2 Support Services Expectation
- Cognos Advisory services
- Perform testing / simulation / tracing analysis
- Perform debugging / diagnosis
- Determine root cause
- Transfer Cognos / support knowledge
- Cognos support package
- Escalation services
- Requirement Analysis & Change proposal
- New Modification / enhancement – Configuration & Development
Level 3 Support Services Expectation
- Collaborate with 3rd party on problem to resolution
- Cognos Notes Recommendation / patches
- Subject Matter expertise advisory
- Training services
- Complex or large setups / components change / installation
'Support As-Is servers application related configuration setting for the below:-
- Cognos (Development, QA and Production environment)
- Support & Configure Disaster Recovery servers
The bidder must be able to describe about Support Team including RACI.
The bidder must support Change Request assessment with end user.
The bidder must support to conduct refresh training for existing functions if required.
- Train-the-trainer approach