Contract for SAP Development & SLA – Al-Dawaa Medical Services Co.

Date:	05/08/1446 AH
Corresponding:	04/02/2025 AD
Ref. Number:	T – IT – 007

Main Information:

Project Name:	Contract for SAP Subscriptions, SLA & Development, Migration & Upgrade
Location:	Khobar – Riyadh
Letter Title:	Support & Development for SAP Modules with Integration & Migration
Reference Number:	T – IT – 007

Schedule of Submission:

Date of Invitation:	04-02-2025
Last Date of Submission of Queries:	04-02-2025
Last Date of Submission of Offers & qualification Documents:	04-03-2025

Agreement Objective:

Al-Dawaa Pharmacies is seeking managed service support in one year contract able to extend to another year, basis for the Internal applications which consist of solutions including SAP ERP, Ariba and CX, SAP Emarsys SAP RISE Subscriptions for one year and able to extend to another year

Agreement Period:

One Year with 24-month Pricing Validity

Application support for below areas:

Applications Support	· SAP ECC 6, Ariba, SAP CX, SAP Emarsys, BI/BW, EWM and TM · Data Centre: maintain cooling system, UBS, Firefighting, Power & Panels
Modules of Support	SuccessFactors: EC, Payroll, PMGM, LMS. CX: CX Sales, Services, CDC and Emarsys. SAP ECC: FICO, SD, MM, Retail, PP, QM, EWM, WM, ABAP, FIORI, BASIS, CPI, CAR, PO, BI/BW. Ariba: Sourcing, Commerce.
Implementation	SAP Analytical cloud (SAC) Data Connectivity: Understanding the source systems and data connectivity requirements for SAP Analytics Cloud. Modules: Determining the modules of SAP Analytics Cloud to be leveraged, such as Reporting, Planning, or both. Sub-modules: Identifying the sub-modules within each module that are in scope, such as Stories, Analytical models, Digital Boardroom, Predictive Forecasting, Data-actions, multi-actions, Allocations, Value driver trees, Custom Application design, and Custom Widgets. Source Systems: Identifying the source systems, such as S/4 HANA or Non-SAP System, that will be used to feed data into SAP Analytics Cloud. Custom Widgets: Determining if custom visuals or widgets are required and their specifications. Scheduling/Publishing: Understanding the requirements for publishing and scheduling SAP Analytics Cloud stories, including the number of users who will need publishing/scheduling permissions in production. SAP Analytics Cloud, add-in for Microsoft Office: Identifying if there are any requirements to enable the SAP Analytics Cloud add-in for Microsoft Office. Printing SAC reports: Understanding any specific requirements for printing SAP Analytics Cloud reports when exported to PDF. Security: Ensuring that the necessary security measures are in place to protect the data and functionality of SAP Analytics Cloud. Integration: Identifying any integration requirements with other systems or tools, such as ERP systems or data warehouses.
Migration	SAP Migration from SAP ECC to SAP S4 System Conversion: This method involves converting the existing ECC system to S/4HANA. It includes a technical migration of the database and application. Data Migration: Existing data is migrated to the new system, ensuring that historical records and current data are maintained. Process Optimization: While retaining existing processes, organizations can identify opportunities for optimization and improvement using S/4HANA capabilities. Custom Code Adaptation: Custom developments in ECC may need to be adapted to ensure compatibility with S/4HANA. Minimal Disruption: Since the existing system is upgraded rather than replaced, business operations can continue with minimal disruption. Use of Best Practices: Organizations can leverage SAP’s best practices for S/4HANA to enhance their processes during the transition

Statement of Work:

Deliverable	Description
Support Plan	Support plan to be proposed by vendor
Support Duration	One year support with 24 Month Price Validity
Support Area	– Incidents – Service Request – Change Request – Problem Management

Application Support:

Steady State Support Duration	KSA Business Hours for dedicated resources – 9 Hours – 8:00 AM to 05:00 PM (Saudi time), (Sunday-Thursday) On call support for (critical) incidents & requests
Support Location	AL DAWAA Office – Onsite and Vendor Premises – Offshore
Project validity	One year support with 24 Month Price Validity

Support
Scope

Details

Applications
Support

• SAP Rise Subscription in SAP Cloud

• SAP ECC 6, Ariba, Customer
Experience, BI/BW, EWM and TM

• SAP CX,
Emarsys, Hybris, Service Cloud
• Data Centre: maintain cooling system, UBS, Firefighting, Power & Panels

Modules of Support

SuccessFactors	EC, Payroll, PMGM, LMS
SAP	FICO, SD, MM, Is Retail, QM, EWM, WM, ABAP, FIORI, BASIS, CPI,CAR, TM, PO, BI/BW
Ariba	Sourcing, Commerce
CX	CX Sales, Services, CDC and Emarsys

Application Support Model

All resources based on onsite & dedicated.

Basis consultant should have knowledge of Sybase & Hana
administration as our FIORI database is Sybase.
AL DAWAA has the right to request extra resource to be dedicated onsite
for a specific period at any time based on requirement with one week
notice period.
For any request AL DAWAA may call for a short meeting with the resource
to explain the requirements and for testing, consultants should be
available within office timings for any clarifications over MS teams.

Ticket
Types

Incident Management, Service Request, Problem Management & Change Request

Application Support Activities

Fix all issues, errors, and bugs within the agreed timeframe.
Implement new patches and upgrades to latest version if required
(Including all related activities).
Gather, identify, and document new business requirements.
Implement the new business requirements and process if required within
the mentioned SAP modules in scope, this includes configuration,
customization, development, and integration.
Implement and develop all business new change requests.
Customize the existing systems if required within the implemented
modules.
Support the existing integration and integrate it with other systems if
required.
Provide continuous improvement plans for each module every quarter.
For all new business changes, the vendor must:
- Gather business requirement
- Document the business requirement
- Share the implementation plan
- Design and document the solution
- Provide the testing scripts
- Deploy the solution in production

Handover and Training

The contractor must handover All documentation:

An administration training of the system.
A functional and end-user training of the new processes or functionalities implemented.
Handover session, and documentation (Technical, functional) 1 month before the end of the contract.

Special
Conditions

The vendor should appoint a team lead to manage the project and be
responsible for making important decisions regarding the work progress,
providing necessary support, providing the required operational reports,
facilitating project works throughout the contract period, providing the
required documentation, monitoring performance in general and resolving any
disputes that may arise during the contract period.
The team lead should have experience in project management, especially in
SAP projects, who shall be the project’s focal point, always serve as the
contractor’s representative, and coordinate with Al Dawaa`s management, The
team lead should:
- The team lead should work onsite at AL DAWAA’s office
- have more than 10 years in team management
- be excellent at reporting
- have a clear understanding of SLAs
- be familiar with the SAP-relevant modules which are implemented at AL-DAWAA
- Distribute tasks and responsibilities among support team members at work
- sites as well as various activities of installation, maintenance, operation, transport, and subsequent activities.
- Submit CVs of the main support team to be conditional approval from AL
  DAWAA after conducting interviews
- Conduct monthly overall performance review meetings with AL DAWAA’s
  management
The consultants should have the following:
- 7 Years’ Experience in the SAP relevant module, 5 years of them in Saudi
  Arabia
- At least 5 full cycle implementations experience with Saudi localization.
- SAP certified for the relevant modules
- Al Dawaa will appoint a project manager to be responsible for arranging
  all
- communications with relevant parties and assuming project management tasks.
  In return, the Contractor shall provide the Project Manager and Team Leader
  in the Organization Structure
- Mobilization should be done within 2 weeks maximum from the date of award
- for onsite resources and a week for offshore resources
- • Arabic speakers are a must for All applications
Basis Activities can be the following list (not limited to the list)
- Transport Administration
- Spool Administration
- Printer configurations
- SNOTE Implementation
- SAP Kernel administration
- RFC configuration
- Other Troubleshooting /Issue Handling
- Service Market place activities, Download the media for installations
- System registration, Developer Key & Object Key registration or
- Connection open
- Early Watch Alert configuration for all SAP systems in scope
- Supporting other SAP consultants in Incidents and Service Requests processing
- Basis consultant has to Work after office hours or over the weekend if required with no additional charges
- Usage guide preparation associated with SAP Basis
- System Operation Knowledge transfer to the AL DAWAA IT team

Service Level Agreement (SLA):

SLA sets out the terms and conditions under which the services specified in this document shall be provided.
SLA aims to establish a basis and framework for providing high-quality services that meet the requirements and needs of AL DAWAA.
SLA is applicable for incidents and service requests only.
The Contractor shall provide and present the Service Level Agreement in a clearly defined manner that prevents confusion or misinterpretation of controls and bases upon which the service shall be provided as well as the obligations of SLA parties towards each other.
SLA shall also specify the time periods for responding and processing requested services as well as the technical and functional escalation mechanism, service availability, and importance levels, along with indicating how to measure service performance levels. SLA shall include at least the following:

Service Availability:

The timing at which the service shall be made available. The productivity period shall include at least the provision of service throughout the year.

Importance Levels:

Requests shall be categorized into several levels of importance, given the type of service recipient (job position), the overall impact of service on business (Impact) and urgency (critical times when service shall not be interrupted as test times or payment times).
Importance classification shall be like the following:

1. Critical.
2. High.
3. Low.

Critical: Showstopper. Application breakdown/crash. Has serious implications on running the production server and has impacted all business-critical process. It has affected or may affect more than %50 of the users’ community will be classified as Critical. Only production server/network devices can be classified under this category. For example: Users can’t login to the system, payroll can’t be run in the system, POs can’t be issued from the system, leave request can’t be created, etc.

High: Serious degradation in the application performance. Has impacted majority of the business process but still been able to continue the operations with the system limitations. May have serious implications on the data integrity. It has affected or may affect from10% to 50% of the user community. For example: leave balance is incorrect for certain employees, finance team has some incorrect figures in GL, etc.

Low: Moderate degradation in the application performance No implications on the data integrity. Has no impact on the normal operations/day-to-day working. For example: the employee’s name is not showing in some forms, some data is missing in specific forms, etc.

Response and Processing Period:

Response Period: (The period starting from receiving the recipient’s request which is duly submitted until initiating any action on the service by the team). The Contractor shall determine the response period of the first support team for service requests at different levels. The shorter the period is, the more likely is Contractor’s efficiency and ability to provide better service.

Processing Period: (The period starting from initiating action on a service request, including escalating the same to a higher level until the completion of the due provision of service to the recipient). The Contractor shall specify such period at all levels. The shorter the period is, the more likely is Contractor’s efficiency and ability to provide satisfactory service and the more likely is the chance to accept its bid. Response and processing period by which the Contractor shall abide shall be specified by filling a table like the below table:

Escalation Management:

To ensure interest in processing the recipient’s request, the request or issue shall be technically or functionally escalated to a higher processing level to be determined by the Bidder in accordance with request priority.

Technical Escalation:

Processes requiring higher technical capabilities shall be escalated by the support officer at a certain level to a higher level according to the escalation matrix.

The Bidder shall specify the escalation destination in the escalation matrix (such as Bidder’s engineer or expert) until the issue is processed, noting that the processing period at the higher level to which the issue is escalated is within the processing period of the escalating level as per the originally specified processing period, not a new period.

Functional (Administrative) Escalation:

When the service is delayed, at different levels of support, beyond specified response or processing period, or when the response level or solution provided by the technical support team is inconsistent with the established policies and regulations, the issue shall be escalated to a higher level according to the Functional Escalation Matrix.
The Contractor shall specify the entity/officer to which/whom the issue shall be escalated.

Service Performance Level Assessment:

To ensure that the service is provided satisfactorily, the Contractor shall be assessed by AL DAWAA through the Service Performance Indicators Table below. The assessment shall be based on determining the contractor’s entitlement to payments:

Determining the percentage of due payments based on the results performance rate and its score for specified segments. If the Contractor receives a performance percentage of less than 90%, a Low-level Service Record shall be executed indicating the reasons for such a decline in service below the acceptable percentage.

The service level agreement between AL DAWAA and Contractor shall be reviewed if deemed fit by AL DAWAA, and additions or deletions may be made thereto.
The performance score will be determined on a monthly basis at the monthly performance review meeting with the designated team lead. In addition, the performance review will be aggregated on a quarterly basis in order to be reflected on the payment.

Obligation from the Contractor:

A Contractor must provide the root cause analysis after solving the
incident & problem management, the

ticket should not be closed without root cause mentioned and necessary
documentation attached.

• Meet all response and agreed times associated with the respective
services and related incidents,

problems, and changes.

• All services performance indicators will be based on AL DAWAA IT
Service Management system.

• Generate and provide AL DAWAA all required reports on service levels,
incidents, problems, changes, releases, and configuration management.

• Notify AL DAWAA of any expected “Downtime”, excluding any Downtime
which occurs or is about to occur

during the Maintenance Window.

• Notify AL DAWAA of any expected failure or performance issue of the
current ERP infrastructure.

• Notify AL DAWAA of any new release or upgrade 60 days in advance.

• Have a daily back-up at the end of each day of all ERP data.

• Upgrade the ERP to the latest version without affecting business
continuity nor require additional testing

or training.

• In case of upgrade impact on business continuity, contractor must
notify AL DAWAA 60 days in advance with

such an upgrade along with the implementation plan to be approved by AL
DAWAA

• Notify AL DAWAA of resources vacation plan 30 days in advance and
have a proper replacement during the vacation period. Considering the
period of the handover to be a 1 week where both resources must work in
parallel, the handover to the new resource must be signed off by the
new resource and the sign-off document will be shared with AL DAWAA.

Service Level Reporting:

Report Name	Inte rval	Rec ipient
Application Availability Report	Monthly	AL DAWAA IT Department
Contractor Response Time Report	Monthly	AL DAWAA IT Department
Application Incident Report (detailed reports of incidents and progress update)	Daily/Weekly/Monthly	AL DAWAA IT Department
Server, CPU, Storage, Network Traffic, and Memory Utilization Report	Monthly	AL DAWAA IT Department
Security Alerts Report and Intrusion Reports	Monthly	AL DAWAA IT Department
Business changes progress report	Weekly/Monthly	AL DAWAA IT Department
Application Operation activity report (Changes and business requests progress)	Daily	AL DAWAA IT Department

Documentation:

The following documents should be developed and delivered before, during, or after the project depending on the document’s nature:

Document Name	Purpose	Time
Business Requirement Document.	Detail BRD as per AL DAWAA requirements	After Requirement Gathering session for all change requests during the contract
Non-Functional Requirement Document.	Detail Non-Functional Requirement as per AL DAWAA requirements	After Requirement Gathering session
Solution Design Document.	Describe the solution Architecture	After Requirement Gathering session, and for all change requests during the contract
UAT Scenario Document	Identify all business scenario	For all change requests during the contract
Deployment Document.	Detail all deployment steps	Before Deployment to Production
Set-up, and Source Code Document	Document all source codes	After deployment for all change requests during the contract
End-user Manual.	Manual for Business end user in English and Arabic languages	Before Deployment to Production of all change requests during the contract
Administrator Manual.	Manual for IT Admin user	Before Deployment to Production of all change requests during the contract
API Documentation	Detail the integration approach	After Development
SLA and OLA	Technical Service and Operation level Agreement	In the contract
Incident Management Process	To be included in SLA and OLA	In the contract
Change Management Process	To be included in SLA and OLA	In the contract
Escalation Process	To be included in SLA and OLA	In the contract

1. Data Migration

2. System Integration

Should support the existing integration and develop new integration if required

3. Training

Training to business users based on requirement or service request

4. UAT

Conduct UAT for all change requests

Certificates and documents required:

1- The company’s commercial register.
2- VAT registration certificate.
3- A certificate from the General Organization for Social Insurance.
4- Certificate of affiliation with the Chamber of Commerce.
5- Company Profile.

Work Description:

The scope of work is to supply, print and implement the approved plans and designs and all the necessary supplies, materials and tools to prepare the site in the final form to be fully equipped according to the technical specifications and according to the above-mentioned specifications.

If you wish to participate and for any further inquiries, please contact the email attached below:
tenders-it@al-dawaa.com.sa

Please keep in mind that your inquiries and any required data will be received until,
. the deadline for receiving the technical and financial offer from you will be on, 04-03-2025 at 3:00 pm.

Basis for bidding:

1- The financial offer must be submitted in a separate, closed and sealed envelope, and include a detailed price offer with the quantities and specifications as mentioned above, with an explanation of the guarantee period for the supplied materials and implementation.

2- The technical offer in a separate, closed and sealed envelope, which includes all the certificates and documents mentioned above.

3- Delivery of offers shall be by hand delivery or any approved delivery company to the following address: (Khobar – Al-Dawaa Company for Medical Services – the company’s offices in Eastern Cement Tower).

Note:

Any offers submitted after this date and time will not be considered.

Best of Luck
Information Technology Management