Ireland - IT services: consulting, software development, Internet and support - ENQEIR980 - Maintenance and Support for Microsoft Dynamics 365

Required Actions (Deadline: 8st May 2026) 1. Review this Information Memorandum. 2. Join/Upgrade Achillles membership to Supply Line Silver+ level before deadline Friday 8st May 2026. Please contact Zoe Eccleson Zoe.Eccleson@achilles.com who will support your registration. Please be aware that this process can take time to register so please contact Achilles as soon as possible. 3. Register to one or more of the Achilles Supply-Line codes associated with the CPV codes below before deadline of 8thst May 2026. For any procurement queries please contact Jeanne de Lagarcie at jeanne.delagarcie@eirgrid.com. For Achilles queries contact the Achilles team on +44 (0)1224 337544 or via https://help.achilles.com/. Please reference the relevant ENQEIR number and the name of your company in all communications. Failure to complete Achilles registration in advance may result in exclusion from the process. Relevant Achilles Supply-Line codes include: 2.41.2.0 Software Maintenance and Support Services, 2.41.3.0 IT Consultancy EirGrid intends to establish a single-Lot Framework Agreement for Dynamics 365 Finance & Operations Framework. EirGrid intends to establish the Framework Agreement for the provision of maintenance, support and development of its instances of Microsoft Dynamics 365, and for future system upgrades, system projects, and change requests as required. This contract will include but not be limited to the provision of: • MS Dynamics 365 Support and Maintenance Services for current and future instances of the product • Support and Maintenance of embedded Power BI • Assist EirGrid in developing Roadmap for future Microsoft Dynamics 365 enhancement in line with best practice. • Future Microsoft Dynamics 365 projects and system upgrades (including One Version Upgrades) • Future system Change Requests and Development Support and Maintenance Services EirGrid require an inclusive support agreement for all instances of Microsoft Dynamics 365, that in addition to standard system/application support recognises the need for user application support, this will include the following related services: Incident Management and Request Fulfilment • 24/7 or Business hours incident response • Adherence to strict SLAs for incident response and resolution • Root Cause Analysis for major Incidents • Access to Customer Portal to log issues • Remote and, when requested, on-site support • Support Hours: 8am to 6pm IST Monday to Friday • Next business-day emergency call-out on-site response service • Stretch facility for 24X7 support for P1/P2 incidents • Perform trend analysis on recurring issues • Perform preventative maintenance actions • Perform ongoing curation of PowerBi and D365 reports • Perform configuration changes (non-code) • Curation of D365 and PowerBi reports • Provide Hypercare post major releases and One Version upgrades Proactive Maintenance Services • Deployment and testing of Microsoft One Version Updates • Perform regression testing • Perform extension code/compatibility checks • Perform sandbox refreshes & align environments code Performance Monitoring/Optimisation/Health Checks/Knowledge Management • Monitor Batch jobs and optimise runtime and output • Monitor integrations and optimise runtime and output • Monitor License consumption and work with customer to optimise investment • Monitor environment capacity and storage • Create document library with all relevant technical and business processes documented • Maintain solution design documentation • Maintain test scripts and configuration logs • Work with EirGrid Support staff and transfer the required technical knowledge for them to provide 1st line and 2nd line IT support. Reporting, Analytics and Data Visualisation Support • Maintain existing reports (SSRS, Power BI, Dynamics embedded reports). • Build new reports and dashboards as required. • Support data modelling and query optimisation. • Ensure reports maintain performance, security roles, row-level security, and data governance. • Propose reporting improvements proactively. Support of Security & Compliance • Assist EirGrid to adhere to relevant security standards (NIS, CIS etc.) • Perform Role-Based Security reviews • Assist with creation of relevant security roles within D365 application • Support both regulatory and internal audit enquiries • Ensure relevant logging is in place for audit trail Business Continuity and Disaster Recovery • Support EirGrid with DR and site failover testing • Ensure backups are in place and perform regular restoration of data and D365 instance testing Vendor Management & Governance • Perform monthly Service Reviews • Report monthly on KPIs/SLAs • Identify Continuous Service Improvement opportunities • Perform regular strategic roadmap exercises User Training & Adoption • Provide end-user training for new modules/releases • Provide knowledge transfer to internal EirGrid teams • Produce user guides, short videos and quick-reference sheets • Provide end-user hypercare post major change Development & Enhancements Provision of additional consultancy and integration services to include; Minor Enhancements • UI Modifications • Modify or create new workflows • Modify or create new fields, forms or basic logic Major Enhancements • Delivery of new modules or capabilities • Delivery of complex integration changes • Custom development using Microsoft approved tools • Data migrations DevOps/Release Management • Azure DevOps pipelines and branching model • Structured release management • Code review and quality gates