Energia Group Billing System Level 3 Support and Upgrades

The successful Supplier will provide support services for the Energia and Power NI billing

systems.

The support services will comprise:

 Contract take-on, including knowledge transfer from incumbent third level support

providers;

 Third level diagnosis of incidents. Energia will be responsible for first and second line

support;

 Providing resolutions or workarounds for defects through changes to customisations or

configuration;

 Investigation and resolution of application performance issues;

 Design and development of application enhancements or small-scale applications within

the billing applications area;

 Quality management;

 System testing of all changes prior to release;

 Release of changes to Energia for implementation;

 Service management and reporting;

 Review, acceptance and support of in-house/external third party developed

customisations for Billing system related systems;

 Knowledge transfer to the in-house team.

SCOPE OF BILLING SYSTEM UPGRADE PROJECTS

This section describes Energia's proposed approach to the two upgrade projects.

Each of the two CC&B systems must be upgraded from CC&B 2.5 & 2.6 to the latest stable

versions of CC&B or to Oracle C2M (with an agreed point release and service pack based on

availability at the time of the project). It is envisaged that this upgrade will be primarily a

'technical' upgrade but will also include some functional enhancements and the 'migration'

of Business functionality from Oracle deprecated technology to Oracle 'road-mapped'

technology e.g. Workflow to Service tasks for Market Engagement processing. Energia is

open to moving from CC&B to C2M should Suppliers believe this to be in Energia's best interest.