Peoplesoft Managed Services FY2025

Background
The Ohio Department of Taxation (ODT) is seeking managed services for ongoing production support for the Peoplesoft application. The goal of this contract is to ensure the effective maintenance, patching, and upgrading of the Peoplesoft application to support the agency's operations.

Work Details
The Supplier shall provide overall operational support for all PeopleSoft applications, which includes:

- Annual maintenance and patching
- Application monitoring and recovery for outages
- Critical patch updates
- PeopleTools patching
- Monitoring of pending issues, availability, and performance
- Preventative maintenance
- Diagnosis/tuning of performance issues/hung processes
- Diagnosis/resolution of system-related errors
- Tuxedo maintenance/updates
- Application migrations between environments
- PeopleSoft environment refreshes (including non-production)
- Maintenance of scripting
- Regulatory/ad hoc PeopleSoft application break/fixes/enhancements.

Specific tasks include applying 1099 updates and annual PeopleTools and PUM updates (upgrading from version 8.59 to the latest version). Development support services will involve delivering individualized solutions including code modifications and report writing along with documentation/knowledge transfer to ODT when appropriate. Functional support services will include intake customer requests, triage, prioritization, delivery of individualized solutions, documentation of issues and resolutions, and knowledge transfer to ODT. The Supplier must provide a support service response time of no more than 1 hour during standard business hours (7am-5pm EST Mon-Fri) with an after-hours support procedure in place for critical issues.

Period of Performance
The SOW shall remain in effect until the work described is completed to the satisfaction of ODT or until terminated as provided in the Termination Section.

Place of Performance
The contract will be performed at the Ohio Department of Taxation located at 4485 Northland Ridge Boulevard, Columbus, Ohio.