This is for software support and the managed service helpdesk for TM1 Planning and Analytics. This will include TM1 maintenance and development support.

This should include technical advice on system solutions, data warehouse management, system maintenance/development, processes/rules, report development, issue resolution and training to internal staff. This will assist the internal team with business-as-usual support, resolve system issues and upskill team members.

Support coverage at peak times during the year include time-critical work for budgeting and publishing statements including the Budget and Mid-Year Economic Fiscal Outlook.

It should also cover:

• Assistance with ad-hoc improvement and development of modules as required.
• Comprehensive facilities to enable the NSIS Commission to seek support, maintenance and report (potential) faults in supported items.
• Test any proposed patch, update or supported item that is repaired/replaced.
• Minimise the impact of any (potential) fault by implementing tested temporary solutions while remedial maintenance is underway.
• Provision of suitably qualified personnel in TM1.
• Expected that the helpdesk will provide first and second level support.

This will be a 12-month contract with an option for 12-month extension.

First level problem determination where:

All problems will be recorded.

This may include things such as user access issues, file service connections, application program problems, data input issues, data integration issues and update requests etc.

1. Problems will be resolved or assigned to the appropriate specialist.
2. Problems will be monitored.
3. Users will be notified of commitment times and any problems that occur in meeting the established commitment.
4. Problem resolution will be documented and available in report status.
5. Monthly reports will be provided.

Second level problem determination where:

1. Problems that are more complex are received from the first level team and an estimate of the resolution time provided.
2. The appropriate specialist investigates and resolves the problem.
3. Keeps the first level team updated on progress.
4. Notifies the first level team of resolution.