European trading center seeks contract management software with escalation management

We are a European trading center headquartered in Germany and are looking for contract management software with escalation management. The aim is to support full-service contracts and operating contracts within a master service agreement between us and an IT outsourcing partner, rules for escalation procedures and penalty payments.

The following requirements exist:

Functional requirements

• Contract management
• It must be possible to manage operating and full-service contracts as part of the operational control system
• Contracts should also be created, edited and deactivated by users in the contract manager role with defined properties
• KPI management (key performance indicators) and the grouping of several KPIs
• Documentation for contracts: Activities and reconciliations must be documented and recorded in notes
• Application management
• Management of KPI fulfillment: The fulfillment of KPIs should be recorded on a monthly basis (based on the contractually agreed monthly reporting)
• Posting of escalation points and penalty points to corresponding accounts
• Escalation management
• It must be possible to display the current escalation level of a contract and associated details
• Documentation of escalation discussions
• Service provider control: display of statistics and overall status
• Administration (role assignments)
• Auditing: For audits by auditors, there should be a role for read-only access
• Further requirements
• Parameterization
• Audit-proof
• Traceability of changes

Non-functional requirements

• Look and feel: The design of the GUIs can be specified later in the project
• Operating conditions and security requirements
• Oracle database
• Browser compatibility
• Access via HTTPS
• Zone concept
• Connection to Active Directory

Approx. 15 software workstations are planned. We are aiming for a concurrent user model for approx. 5 concurrent users.

Note from SoftGuide:

We are initially concentrating our research on providers of contract and process management solutions that can implement KPI monitoring, input masks, audits, etc. as part of customizing.

More detailed tender documents can be requested from SoftGuide.