Oracle Support

MMSD seeks a qualified vendor to provide ongoing Tier 2 through Tier 4 Oracle Cloud application support services for ERP, HCM, SCM, EPM, and OIC production environments. The requested scope includes self-service, help desk, technical, and external support, alongside a dedicated account manager, status reporting, and service management tools. The buyer requires managing quarterly updates and patches, performing regression testing, delivering knowledge transfer to staff, assisting with custom reports and interfaces, and acting as a liaison with Oracle for bug fixes. The vendor must provide expanded support hours for major unanticipated issues and perform the work offsite, with remote support desired and mutually agreed on-site support when required. Only onshore USA organizations are eligible for this opportunity under Contract No. P-3379. MMSD structured the support model into a fixed-rate monthly allotment of 25 hours, a separate time-and-materials project support allotment, and software change management. MMSD seeks proposal pricing for the budget. Vendors must submit all questions by September 25, 2026.