Oracle Mission Critical Support (MCS) for 1Cloud ERP – Annual Renewal

The City of Jacksonville, Florida's Technology Solutions Department is soliciting a single-source award to Oracle America, Inc. for continued Oracle Mission Critical Support (MCS) managed services for the 1Cloud ERP system, with responses due August 27, 2026. This is a sole-source procurement with no competitive opportunity.

The single-source justification rests on Oracle's exclusive status as the supplier of proprietary technical support services and program updates for the 1Cloud ERP platform, confirmed through internet research and a letter from Oracle affirming that only Oracle can provide the requested services. The City has certified the absence of actual, potential, or perceived conflicts of interest consistent with Florida Statutes Chapter 112.

The scope encompasses Oracle Mission Critical Support for SaaS with 24/7 critical business monitoring and Severity Level 1 support, 8x5 service-request handling at business hours, monthly account and service reviews, weekly operational reporting, quarterly regression testing, support for up to 20 onboarded extensions and integrations, 1,200 annual Cloud Service Units, and monthly operational assistance for configuration and issue management. Service delivery is at 214 North Hogan Street, 9th Floor, Jacksonville, Florida 32202.

The contract value is $193,425.59 not-to-exceed for the initial 12-month term running October 31, 2026 through October 30, 2027. Payment terms are Net 30 days from invoice, with quarterly billing in arrears. The contract is non-cancelable and non-refundable except as provided in the Master Agreement (US-CSA-CPQ-684547). Renewal options exist for up to three additional 12-month terms with pricing protection: the first renewal maintains the previous year's price; subsequent renewals increase by 3% annually. Oracle's liability is capped at amounts paid during the preceding 12 months, except for personal data misappropriation claims, which may reach $2,000,000 or twice amounts paid, whichever is greater.

The City of Jacksonville's procurement protest procedures require written protests to be filed within 48 hours of award notification with the Chief of Procurement at 214 North Hogan Street, 8th Floor, or dustinf@coj.net. The buyer is Sandy Simpson-Smith, reachable at ssimpson@coj.net.