Application Provisioning Services - Package Implementation

Solution Design and Management Services

This service provisions applications using software packages. The service of software package implementation involves:

  • Business analysis and package evaluation;
  • Tender document preparation;
  • Project management ensuring the alignment with business needs;
  • Quality assurance;
  • Negotiation of production support and maintenance;
  • Integration of the product into the existing software and hardware eco system;
  • Product release into production;
  • Ongoing supplier relationship management.


Eligible users

Full-time staff, Part-time staff


Service hours and availability

  • Service available hours: Office hours
  • Service support hours: HelpCentre service hours

Service Requests and Change Requests


Policies relevant to the service


Service level

All service request are classified as level 1 to 4 depending on its impact & urgency.

  • Level 1 – Service Request Resolution Time: 2 days
  • Level 2 – Service Request Resolution Time: 4 days
  • Level 3 – Service Request Resolution Time: 6 days
  • Level 4 – Service Request Resolution Time: N/A

All Incident are classified as level 0 to 4 depending on its impact & urgency.

  • Level 0 – Incident Resolution Time: N/A
  • Level 1 – Incident Resolution Time: N/A
  • Level 2 – Incident Resolution Time: N/A
  • Level 3 – Incident Resolution Time: N/A
  • Level 4 – Incident Resolution Time: N/A

Related Information


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(Version: 1.0)

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