---
title: "SAP Vendor Premium Engagement with SLA for Service and Support"
ocid: "ocds-h6vhtk-04def9"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04def9"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04def9.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04def9.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "WALES AND WEST UTILITIES"
published: "2025-02-14"
---

# SAP Vendor Premium Engagement with SLA for Service and Support

Buyer: WALES AND WEST UTILITIES  
Current stage: Award  
OCID: ocds-h6vhtk-04def9

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## Summary

Wales And West Utilities (WWU) has completed the procurement process for the project titled "SAP Vendor Premium Engagement with SLA for Service and Support". This contract falls under the IT services category, specifically consulting, software development, Internet and support (CPV code 72000000). The procurement method used was limited, signifying an award procedure without prior publication of a call for competition, and the contract was signed on 12 February 2025. The locations involved are within the regions of UKK and UKL in the United Kingdom. This project involves a significant upgrade and migration of WWU's SAP Estate over the next two years, with a focus on enhanced response times to incidents through a tailored SLA.

This tender presents substantial opportunities for businesses specialising in IT services, especially those with expertise in SAP systems. Companies that can provide intricate technical support, leverage proprietary tools, and offer integration with existing SAP frameworks would be well-suited for this kind of contract. The specific demands for enhanced performance and rapid incident response times foster an environment where businesses with established SAP knowledge and global exposure can thrive, enabling them to partake in critical support operations vital for WWU's infrastructure advancements.

## Notice

Over the next two years WWU will be carrying out significant upgrades and migrations of its SAP Estate. During this period response times to incidents are key to achieving the schedule. Currently WWU has SAP Product Support for Large Enterprises (PSLE). WWU wishes to temporarily improve incident response time by including an SLA to the PSLE with SAP for the two years of the programme.

### Lot Information

Lot 1

SLA uplift for 2 years including: * An SLA integrated into the existing WWU PSLE Support leveraging SAP's proprietary tools and internal processes. * SLA uplift services directly tailored to WWU system-specific needs. * A single point of ownership for performance-related commitments. * Technical experience: SAP intimate understanding of the technology involved and the world wide exposure and knowledge base available will provide a unique capability to provide resolutions to issue encountered elsewhere across the global user base. * An independent perspective from the main system integrator for investigating practices and following up on resolution delivery

Options: SAP offer additional annual SLA services.

### Procurement Information

WWU believe the services can only be supplied only by SAP (UK) Ltd. Hence WWU is relying on The Utilities Contracts Regulations 2016, Regulation 50 (1)(c)(ii). WWU believes that no service exists that can meet the following requirements: * Vendor-Exclusive Integration: SLA uplift services are directly integrated into SAP's PSLE framework, leveraging SAP's proprietary tools and internal processes.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/005048-2025 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 14 Feb 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 12 Feb 2025 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | WALES AND WEST UTILITIES |
| Locality | NEWPORT |
| Post town | Newport |
| Postcode | NP10 8FZ |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL5 South East Wales |
| ITL 3 | TLL54 Monmouthshire and Newport |
| Local authority | Newport |
| Electoral ward | Tredegar Park and Marshfield |
| Westminster constituency | Newport West and Islwyn |
| Delivery location | TLK South West (England), TLL Wales |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 14 Feb 2025 at 08:54 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/005048-2025

## Notice URLs

- https://www.wwutilities.co.uk/

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04def9. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04def9.json.