The requirement
Maintain technical support for the existing enterprise content management system, with a defined coverage scope and ticket handling process.
Business Developers
Technical support for an enterprise archive
King Saud bin Abdulaziz University for Health Sciences
Awarded · Enterprise support
- Client
- King Saud bin Abdulaziz University for Health Sciences
- Contract reference
- KSAU-R-CR2390-OM-2026
- Product
- Hyland OnBase
- Licence scope
- 5 concurrent users
- Support term
- 24 months
- Project status
- Awarded project
Contract scope
Renew support for the existing Hyland OnBase environment for five concurrent users over two years, covering support tickets, user assistance and technical escalation under the contract.
Our contribution
Coordinate technical requirements, system and licensing details, define support channels and responsibilities, and document the initial system condition and technical findings at commencement.
Planned commencement workflow
- Collect system and licence details
- Review requirements with the IT team
- Agree support and escalation channels
- Document the system condition and begin tracking tickets
Remote support and on-site coordination are agreed with the client in the commencement plan. Coverage dates and the supported product version follow the contract and the verified system/licence details.
Delivery status
The project is awarded. Completed delivery and performance results will be published only after documentation. This case study does not claim an authorized reseller partnership with Hyland.