Scope: Maintenance and support of the on-premises Sage 300 People system (HR & Payroll) and the integrated MCI DirectHire online recruitment platform, for a 12-month period starting 1 December 2026.
Modules in use: HR Management (organisation structure, jobs, positions, personnel records, job costing, budgeting, learning and skills development, employment equity, performance management, recruitment, terminations), Payroll Management (salaries, benefits, general ledger integration, leave), Reporting and management information, and Employee Self-Service Portal.
Key requirements:
- Renewal of 100 on-premises licenses in the name of the OPFA, including server and user licenses (license period: 1 May to 30 April).
- Train 5 super users on HR and Payroll functionality as needed.
- Maintain and update training materials, user guides, and system documentation.
- Consider four IT environments: production, development, testing, and disaster recovery.
Out of scope: OPFA provides all on-premises ICT infrastructure, including Microsoft base operating system licenses and SQL requirements.
Service level agreement (SLA) targets and penalties:
- Incidents (normal): respond 1 hour, repair 8 hours, target 95%, penalty 3% of monthly invoice.
- Incidents (critical, complete system failure): respond 1 hour, repair 4 hours, target 95%, penalty 3%.
- Service requests: respond 1 hour, repair 8 hours, target 95%, penalty 3%.
- Service requests (new enhancements/business requirements): respond 1 hour, repair 4 hours, target 95%, penalty 3%.
- Problem management: repair 40 hours, target 90%, penalty 3%.
- Problem management (root cause analysis report): repair 40 hours, target 100%, penalty 3%.
- Reports: as per agreed reporting dates, target 100%, penalty 5% of monthly invoice.
Maintenance and support duties include: incident and problem resolution, service requests, corrective/adaptive/perfective/preventative maintenance (at least monthly during maintenance weekend), system availability and performance monitoring, system upgrades (including at least one major upgrade if released by OEM), disaster recovery tests and manual, backup using Veeam (tested at least three times a year), document upkeep, user access management, security management, audit management, reporting, and transition-out services (within three months at contract end).
Continuous improvement services: provision of 100 hours for ad-hoc new business requirements, initiated by OPFA; work only after approved statement of work; billing only for actual work signed off.