Question:
Please could you provide the following information.

1) Can QLD Health provide usage figures for each of the line items within the bill of materials?

2) Can QLD Health confirm if Software as a Service (SaaS) is a viable option? - Given OT’s SaaS instance is based within Australia Only

3) Has QLD Health leveraged SaaS products in the past for shorter-term engagements?

Answered on 17/Apr/2026 11:19 AM:


1) Can QLD Health provide usage figures for each of the line items within the bill of materials?

• UFT 4 licenses in total, all fully allocated.

• Quality Center (QC) 104 licenses in total, all fully allocated. On occasion, additional short-term licenses are purchased to meet temporary demand at the customer's request.

• LoadRunner:

- Controller: 2 licenses in total, fully allocated.

- Remote Access Protocol / Remote Desktop Protocol / Web Protocol Bundle: 100 licenses each, fully allocated. Typical concurrent usage during a test run is approximately 50 licenses. In instances where test demands have exceeded 100 licenses, Virtual User Day (VUD) licenses were purchased on a short-term basis to cover the additional capacity requirement.


2) Can QLD Health confirm if Software as a Service (SaaS) is a viable option? - Given OT’s SaaS instance is based within Australia Only

SaaS is not a viable option for our core deployment of OpenText Quality Centre and LoadRunner at this time. We require on-premise licensing to meet our operational, security, and integration requirements. We acknowledge that OpenText's Australian-hosted SaaS instance addresses data residency requirements, but our preference remains on-premises. We have used LoadRunner Generator on Cloud on a limited basis for supplemental load testing, and we would like this to remain available as an optional add-on rather than a replacement for our on-premises licenses.


3) Has QLD Health leveraged SaaS products in the past for shorter-term engagements?

Our experience with SaaS-style delivery has been limited to LoadRunner Generator on Cloud, which we used on a few occasions to supplement our on-premises load testing capacity during specific engagements. This was not a formal SaaS adoption - it was a tactical, short-term use of cloud-based load generation. We have not used OpenText Quality Centre in a SaaS or hosted model at any point. Our overall preference and strategy remain on-premises deployment for all products.

Question:
1. Support Coverage

Is QH eHealth Queensland seeking 24/7 support, or support limited to QLD business hours (Monday–Friday, 8:00am–6:00pm)?

Answered on 20/Apr/2026 01:30 PM:


Support limited to Queensland business hours is sufficient – in the case of critical incidents that are required to be resolved out-of-hours, additional support rates will need to be provided by the supplier as part of this contract.

Question:
2. Current Product Versions

Could you confirm the current versions of the following OpenText products:

• Functional Testing (UFT)

• Performance Testing (LoadRunner)

• Test Management (Quality Center)

Are all of these on actively supported versions?

Answered on 20/Apr/2026 01:31 PM:


- UFT: 24.2

- LoadRunner: 25.3 (current). Going to upgrade to 26.1 soon

- Quality Center: 24.1 patch 1

All of these are running on actively supported versions.

Question:
3. Upgrade Effort

Should the support cost estimation include effort for periodic version/patch upgrades, or should this be treated as a separate engagement/quote?

Answered on 20/Apr/2026 01:33 PM:


Upgrades and patching are handled by Queensland Health’s internal support team. OpenText and the supplier will only be engaged if issues arise that require their involvement.

Question:
4. Quality Center Landscape

We understand there are multiple Quality Center Enterprise Edition licences in place. Could you please clarify:

• Number of separate Quality Center instances currently in use

• Whether these are on-premise or cloud-based

• Any plans to consolidate into a single instance in the near future

Answered on 20/Apr/2026 01:34 PM:


- We support one instance of Quality Center (with multiple entitlements).

- The Quality Center instances are on-premise only.

- We have no plans to consolidate into a single instance, or one entitlement.

Question:
5. Administration Ownership

Should we assume that tool administration will be managed by the support vendor, or will this remain with QH eHealth Queensland?

Answered on 20/Apr/2026 01:35 PM:


Tool administration is managed by an internal support team within Queensland Health.

Question:
6. Scope of Support

Does the required support cover product-related issues only, or should it also include:

• User queries

• Guidance on product features (how-to support)

• Training-related assistance

• User setup and access management

• Project/domain setup

• Custom workflow configuration

• Administrative training

Answered on 20/Apr/2026 01:36 PM:


Product-related issues only.

Question:
7. SLA Dependencies

How are SLA commitments managed when dependent on the product team?

For example, in cases where issues are due to product defects and cannot be resolved by support contractor, how is SLA adherence handled or monitored against our SLA / support/quality?

Answered on 20/Apr/2026 01:37 PM:


SLA commitments are primarily managed by Queensland Health’s internal support team, who handle all internal support calls in the first instance. Issues are escalated to the product vendor (OpenText) only when they cannot be resolved internally, such as product defects, software limitations, feature enquiries, or patch-related questions.

For non-critical issues, SLA adherence is managed through standard working-hour support, with the supplier expected to actively follow up with OpenText on any calls where resolution is delayed or no effective solution has been provided. This ensures continued progress and visibility against agreed SLA expectations.

In the case of critical incidents, Queensland Health may require the supplier to coordinate with OpenText to provide 24/7 support until the issue is resolved, ensuring SLA commitments for high-priority issues are met.

In practice, this model has been effective. Over the past three years, no critical calls have been raised.