30 Institutional Substantive Change Authorization NA CRM 31 Request to use schools sports facilities and theaters NA CRM 32 Permission for study materials entry NA CRM 33 Stationary Requests Internal Portal CRM 34 Car Request Internal Portal CRM 35 Business Card Requests Internal Portal CRM 36 HR - Internal Portal CRM 37 Communication & Media Services Request Internal Portal CRM 38 Training Request Internal Portal CRM 39 Request for Furniture Internal Portal CRM 40 Request for repair of certain Furniture Internal Portal CRM 41 Report Facility’s related Accident Internal Portal CRM 42 Maintenance request Internal Portal CRM 43 Request to Authorize Food Import to Schools Public Portal CRM 44 Request for Study Leave – inside UAE Internal Portal CRM Detailed description of each service form and workflow will be provided during analysis phase. Intranet Portal is based on Microsoft SharePoint 2013. For the Public portal interface, service provider should be able to create a native .Net forms that can be hosted in the website regardless of the technology used to host public portal. Requested Interfaces must comply with the target interface look and feel, unless indicated otherwise by ADEC.
Train new users on the applications responsible for Develop, maintain and train users on best practices Develop and maintain training materials and user documentation Support existing users in troubleshooting and solving user or system issues Monitor system and acceptance and create business solutions to respond to identified needs Translate business needs into technical requirements for system enhancements through user feedback and observations Quality Test and Implement new enhancements as they are developed Configure CRM auditing Gathering and managing business requirements Strong MS Dynamics/CRM knowledge Managing Dynamics CRM security Implement Dynamics CRM solution Manage forms and view Configure charts and reports Design, and distribution and automation of specific dashboards and reports Performing Common Platform Operations Performing Advanced Platform Operations Dynamics CRM 2011-2016 Customization .Net C# XML OOP ASP.NET Web Applications Web Development Web Parts Microsoft SQL Server Visual Studio ADO.NET IIS Entity Framework fetch xml CRM API XSLT SSRS SQL TFS SharePoint Microsoft sync JavaScript jQuery CSS ADEC approval is mandatory based on resume and interview results. Bilingual resources are preferred (Arabic & English) Minimum 4 of experience. At least one resource must be deployed on-site at project kick-off. Assigned resources will take handover and knowledge transfer from current onsite resource. Hand-over process must not exceed 22 working days. ADEC can replace resources anytime with a 2 weeks notice and 1 week handover (in case resource onsite already) Replacement resource’s CV must be reviewed and approved by ADEC to assigning request. ADEC approval is mandatory upon resume or interview. When resource is replaced, at least 1 week overlap period is required. Replaced engineer must be available on call for any handover issues for a period of 30 calendar days. Resources must adhere to the following attendance policy: Start Time (Sunday – Thursday) : 7:30 am
End Time (Sunday – Thursday) : 4:30 After working hours (on demand) to apply Changes, or system updates. Work on Weekends (on demand) to apply Changes, or system updates. Resources vacations and leaves are subject to ADEC approval. If vacation/leave is more than 3 working days and less than 7 working days, an offsite replacement resources must be provided. If vacation/leave is 7 working days or more, a replacement resource must be provided onsite, with an overlap of 3 working days onsite for handover. Service Level agreement (SLA) table includes definitions of issues severity levels included within scope of proposed SLA, method of the support request and support team expected responses for each case severity Severity Customer Situation Submission Method Expected Response Issue Analysis and Estimate Incident Resolution time A Significant business impact Significant loss or degradation of service Needs attention within 1 hour Phone/SMS/ADEC Monitoring System/email/ADEC IT Help Desk First call response within 1 hour Continuous effort during business hours 1 working day, from the first response From 4 to 8 working hours, from after finishing the issue analysis and estimate B Moderate business impact Moderate loss or degradation of service but work can reasonably continue, albeit in an impaired manner ADEC Monitoring System/email/ADEC IT Help Desk First call response within less than 4 working hours Continuous effort during business hours 3 working days, from the first response From 2 to 3 working days, from after finishing the issue analysis and estimate C Minimum business impact Substantial functionality with minor or email/ADEC IT Help Desk call response within 24 working hours 4 working days, from the first response From 3 to 4 working days, from after finishing the issue analysis and estimate
CHAPTER THREE: APPENDICIES Appendices are mandatory. Contractors can submit additional material that they believe will clarify or enhance response. APPENDIX A – RECOMMENDED HARDWARE SIZING Please provide the architectural overview of the proposed hardware and sizing for Proposed application deployment. Contractors must propose the hardware sizing while taken into consideration the use of virtual machines when applicable. APPENDIX B – SERVICE LEVEL AGREEMENT – SLA – ADEC will monitor the performance of the contract issued under this RFP. All services and deliverables under the contract shall be provided at an acceptable level of quality and in a manner consistent with acceptable standards, custom, and practice. Severity Customer Situation Submission Method Expected Response Issue Analysis and Estimate Incident Resolution time A Significant business impact Significant loss or degradation of service Needs attention within 1 hour Phone/SMS/ADEC Monitoring System/email/ADEC IT Help Desk call response within 1 hour Continuous effort during business hours 1 working day, from the first response From 4 to 8 working hours, from after finishing the issue analysis and estimate B Moderate business impact Moderate loss or degradation of service but work can reasonably continue, albeit in an ADEC Monitoring System/email/ADEC IT Help Desk First call response within less than 4 working hours Continuous effort during business hours 3 working days, from the first response From 2 to 3 working days, from after finishing the issue analysis and estimate