NSDC invites RFP for Support and Maintenance of SAP

National Skill Development Corporation (NSDC) intends to select an Agency for Support and maintenance of SAP (FICO, MM and CML) (hereinafter called “Bidders”).

NSDC has SAP S4H Core modules like Finance & Controlling, MM, CML Implemented and currently available on SAP S4H 1809 platform. Beyond S4H, NSDC also has SAP PO / PI 7.5 and Solution Manager also available in their landscape. Through this tender/RFP, NSDC intends to get the AMS services for the above implemented SAP Application(s) through reputed IT company who provides maintenance support for SAP system(s).

The Bidders interested in participating in this bid are invited to submit a Technical Proposal and a Financial Proposal against this RFP. The Bidders should familiarize themselves with the local conditions and take them into account in preparing their Proposals. NSDC will timely provide, at no cost to the Bidders, the inputs, relevant project data, and reports required for the preparation of the Bidder’s Proposal.

Objectives of the Assignment

  • SAP Software maintenance and support services (including Maintenance of associated SAP Application)
  • Release Management on SAP Software via Patch and/or Service Pack(s) upgrade on the associated SAP Application(s), within the scope, to meet the desired Service Levels for SAP only
  • Minor and Major Enhancements on the implemented modules including implementation of new requirement where required, through a proper change management and post mutual agreement.

Scope of the Project: The selected bidder should provide exhaustive support and maintenance, including but not limited to troubleshooting, problem resolution, maintenance, enhancements, and support packages, enhancement packages upgrade services (for details refer document)

  • The selected bidder will be responsible for technical problem determination of the application and the related HANA databases. If problem determination leads to the need for SAP patching/ fixing of the SAP application or DBs (SAP kernel fixes, SAP application or Database fixes from OSS notes), selected bidder should inform NSDC and after approval from NSDC, install any SAP-supplied patches and/or fixes. This need to be done for all the SAP instances and Databases
  • The selected bidder will be responsible for the scripts for scheduling and checking backups of SAP and Databases and ensuring archiving of backups are successful. Also resolving if any backup related issues.
  • The selected Bidder will be responsible for performing all Basis related tasks (Support Existing) from SAP perspective. Operating System and Infrastructure Management is out of scope.
  • The selected bidder should configure, manage, and maintain all SAP applications and Databases as per scope of the project.
  • The selected bidder should assign at least one Project Manager, and one SAP Finance Consultant. The seating arrangement will be provided to the onsite resources.
  • The offsite functional consultants should be deployed onsite when required, else shall operate remotely.
  • The selected bidder should give support for SAP applications at the time of DR drill related activities.
  • The Selected bidder should use NSDC provided Incident Management tool to maintain the information for each incident including but not limited to, problem description, start and end dates/times, actual or potential root cause(s), corrective action taken, and future action required.
  • The selected bidder shall be responsible for raising and managing OSS requests with SAP throughout the incident/service request lifecycle on behalf of NSDC as per requirement.
  • The selected bidder should provide support for change control management of application where all the work orders from NSDC will be recorded, approved, tracked, and managed throughout the life cycle.
  • The selected bidder shall provide written documentation for each task completed –
    • Maintain all existing documents to the latest version. Make necessary changes where required to bring it to the latest level
    • Functional and Technical Specification of each procedure, including a list of data in/out, including Logical Process flow chart, overall decision structure and data flow
    • Design Document when going for a Major Enhancement
    • Unit testing, System Integration testing, User Acceptance Testing (UAT) documents
    • User Manuals for all the new changes performed
  • Description of external program interfaces, including a list of data in/out and dependencies The Selected bidder should work with NSDC IT team to provide monthly status and activity reporting including, but not limited to, work orders analysis, actual hours usage, average cycle time, quality issues, and improvement recommendations. 

Duration of Assignment: The duration of assignment shall be 3 years from Letter/E-mail of Intent/ start of agreement (However PO will be issued on yearly basis based on the performance of Bidder). However, the quality of service provided by the Bidder and the performance of the Bidder shall be reviewed continuously and in case the performance is found unsatisfactory, the Bidder’s contract can be terminated at NSDC’s discretion in writing by giving 30 days’ notice to the bidder, The bidder in these 30 days will ensure that they share / transfer all the knowledge, deliverable, software, documents developed during the period for this project to NSDC or an agency appointed by NSDC.

Submission of Proposals: The Bidder shall submit a signed and complete Proposal comprising the documents and forms in accordance with Annexure-I, II, III and IV. The Bidder shall submit Technical and
Financial Proposal only on Government e-marketplace- Government e Marketplace (GeM). An authorized representative of the Bidder shall sign the original submission letters in the required format for Technical Proposal and shall initial all pages. The authorization shall be in the form of a written power of attorney forming a part of the submitted proposal.

Last Date for Submission: 11 July 2024, 1700 hours IST (05:00 PM)