SAP Product Stewardship Network Supplier Enablement Service Description (English)

Transcription

1 SAP PRODUCT STEWARDSHIP NETWORK - SUPPLIER ENABLEMENT - SERVICE DESCRIPTION SAP Product Stewardship Network Supplier Enablement Service Description (English)

2 Table of Content 1 Definitions Introduction Supplier enablementsupplier enablement Services Overview Scope of Supplier enablement Services Minimum Data Requirements Customers Program sponsors and Business Stakeholder Responsibilities Key Resource Assumptions Involvement of Customer Resources SAP Supplier Enablement Team Supplier Enablement Services Description Key Assumptions Pre-Project Kickoff Phase Project Management Create Project Setup Define Supplier Enablement Weekly Status Report Project Kick-off Strategy Phase Define Supplier Enablement Strategy and Scope Design and Build Phase Define the Unresponsive Supplier Escalation Process Creating the Communication Letters Define Educational Approach and Materials Supplier Education Setup SAP Product Stewardship Network Account Setup Go-live and Register Perform Readiness Check Send Project Notification and Perform Supplier Summit Invite Suppliers to the Solution Supplier Registration and Support Weekly Status Reports and Health Checks Request and Productive Use Send Request Request Support Productive Support Help Desk Project Close Overall Customer Responsibilities Summary SAP Confidential 2

3 1 Definitions Solution As used in this Service Description, Solution refers specifically to the SAP Product Stewardship Network solution, also known as PSN. SAP Product Stewardship Network Also called PSN, the applicable business solution that this document refers to. Request for Information Describes the process used by Customer to requests information from its supplier. The information request depends on project and Solution scope, and can be a request for a product compliance declaration, a conflict mineral declaration or a sustainability assessment survey. SAP ERP Customer s Enterprise Resource Planning System from SAP (in-house system) EHSM and PRC SAP Environmental Health & Safety Management Solution, functional area: Product and REACH Compliance. Electronic communication or Networked Solution (NWS) - EHSM and SAP Product Stewardship Network web service communication. Supplier Enablement (SE) The service provided to enable Customer and its suppliers to use PSN. SE Service The service with respect to the Solution offered by SAP. PSA Product Sustainability Assessment business scenario. CMD Conflict Minerals Declaration business scenario. PCD Product Compliance Declaration business scenario. Account A company registered on SAP Product Stewardship Network. Identified Suppliers Suppliers, identified by Customer, who are part of the Supplier Upload Template in order to be provided with Supplier Enablement services. Supplier Upload Template Is used to gather Customer s suppliers data for strategy, flight planning. To collect supplier information from Customers in order to, upload and invite suppliers to register and to establish a relationship with the Customer on the SAP Product Stewardship Network. Connected Suppliers Suppliers who are connected to the Customer account on PSN. Supplier Relationship the connection between a Supplier account (for example an account in the role of supplier or customer). Business Partner ID This is an additional supplier ID which is part of Customer s ERP and SAP Product Stewardship Network. The ID is the primary identifier which is used for supplier master data on Customer s in-house system and on the SAP Product Stewardship Network. CSV Comma Separated Value file format. KPI Key Performance Indicator, can give the indicator of PSA score. Wave Supplier Enablement Phase in on-boarding a group of suppliers on the SAP Product Stewardship Network agreed upon with Customer and part of the overall flight plan. SMP SAP Service Market Place Unresponsive supplier A supplier which does not register an account on PSN in response to Customer s invitation and onboarding process. Program describes Customer s overall supply chain sustainability and Supplier Enablement initiative. Project describes the scope and phases of the Customer s Program, during which SAP delivers Supplier Enablement Services. Change Management Denotes the alterations required due to the introduction of the Solution to suppliers and internal customer stakeholders. For example, changes in the communication between SAP Confidential 3

4 suppliers and Customer s procurement department, in the support process for answering suppliers program- or business-related questions, or in the goals of Customer s sustainability team. Go-live Describes the milestone, when supplier communication starts. This means that the Supplier Enablement participants are getting informed about the program and their necessary SAP Product Stewardship Network activities to join the program. Go-live can be seen when productive use, even when communication to external, is starting. Survey Describes the Solution s functionality to create, send and collect supplier surveys for sustainability assessment business scenario. Capitalized terms not defined in this Solution Documentation will have the meaning given in the Agreement between SAP and Customer, or, if not defined in the contract, are names of specific features or functions of the SAP Product Stewardship Network. SAP Confidential 4

5 2 Introduction SAP Product Stewardship Network is a cloud-based solution hosted by SAP. It supports companies and their supply chains in exchanging product sustainability and product compliance information. To be able to use SAP Product Stewardship Network, a company and its suppliers need to create accounts on SAP Product Stewardship Network and connect with each other on the network. Afterwards sustainability and product compliance data can be exchanged in the form of a structured data exchange process. This service documentation provides an overview of the SAP Product Stewardship Supplier Enablement Services provided by SAP. The Supplier Enablement Service helps companies with onboarding their supply chain on PSN and running request for information campaigns. SAP Confidential 5

6 3 Supplier enablement Services Overview 3.1 Scope of Supplier enablement Services SAP will provide the following Enablement Services as part of the Solution to Customer during the Subscription Term in support of the Customer s overall Supplier Enablement initiative ( Program ) for Identified Suppliers, subject to the assumptions and Customer s fulfillment of its responsibilities, as set forth below. SAP will provide the services as part of a Project with a timeline agreed between Customer and SAP, using the methodology defined in this document. Customer can run one or multiple projects during the Subscription Term. SAP shall determine, in its sole discretion using reasonable judgment based on its experience in providing Supplier Enablement Services, the method of enablement that it will use and the SAP resources assigned to provide such SE Services. SAP will perform the SE Services as defined herein to facilitate the transmission of SAP Product Stewardship Network invitations and/or Information Requests with Identified Suppliers on SAP Product Stewardship Network for countries and Information Request types. Customer s failure to fulfill its obligations and responsibilities may result in a program delay or unsatisfactory results, and shall relieve SAP of the portion of its performance obligations hereunder to the extent such failure negatively impacts SAP s ability to perform. For some of the activities described in the methodology, it may be agreed by between Customer and SAP that a member of the SAP Supplier Enablement Team will be provided access to the Customer Account on PSN to support Customer. Such access on the Customer Account is optional, but may be mutually agreed upon in the project. 3.2 Minimum Data Requirements For onboarding suppliers to PSN, supplier master data needs to be provided by Customer. The minimum data requirements for each Identified Supplier record to be considered for Supplier Data Collection Services are the following: Supplier Name Optional: Supplier Business Partner ID (needed for SAP EHSM integration) Country City and Postal Code Supplier Contact (validity is very important for the success of the project) Depending on solution release level and business scenario scope additional fields may be necessary. Optional and additional data can be provided to pre-populate the SAP Product Stewardship Network supplier account Full supplier Address Supplier Contact Name and address Various additional data fields which are part of the PSN Supplier Upload Template SAP Confidential 6

7 3.3 Customers Program sponsors and Business Stakeholder Responsibilities Key Resource Assumptions The necessity to cover different roles may vary based on project scope. Key Customer resources are identified to maintain SAP Product Stewardship Network ownership and management, and have the stated availability and sufficient experience and skill set to support a software implementation. They have ability to manage and deploy change within the organization and engage end users to support solution adaptation including making business process decisions quickly without impact to the schedule. Customer has ability and is prepared to meet an aggressive implementation time line and complete assigned tasks according to project schedule and understands any delay in customer task completion could impact the timeline Involvement of Customer Resources Role Customer Responsibilities Time Commitment Project Sponsor Supplier Enablement Lead Participate in regular Program governance meetings. Responsible for establishing and communicating Program vision and targets. Resolution of Program escalations related to Customer resources, supplier or stakeholder lack of Program participation and Customer technical design or implementation issues. Mandate internal change management Program across leadership and all affected departments; Procurement, IT, help desk, corporate training. Enforce compliance to overall Program messaging and goals via internal campaign. Serve as primary contact for the Solution to SAP. Coordinating Identified Supplier data collection. Ensure accurate data from Identified Supplier data collection. Reinforce Solution compliance with Identified Supplier and internal department stakeholders as part of Change Management program. Participate in user acceptance testing. Execute internal change management program coordinating training across all internal departments. Create generic box and/ or 800# for business questions from Identified Suppliers. Overall responsibility for coordinating all training activity for end-users on the SAP Product Stewardship Network, and Customer internal affected systems. Creates and approve Identified Supplier communications and education content and supports Identified Supplier training sessions. 5-10% % based on the size of the enablement Program. Involvement during ongoing registration activities will vary SAP Confidential 7

8 Supplier Enablement Manager Functional Leads in: Sustainability Product Compliance Procurement Information technology Acts as primary point of contact to monitor the generic Customer inbox used to receive and reply to Program related questions. Ensure training needs are addressed/issues escalated appropriately. Develop training approach w/ SAP SE lead. Review and approve training documentation leveraging Identified Supplier educations materials created by SAP and generic SAP training materials. Ensure training plan is in sync with overall Program goals and timeline. Owner of overall Customers Identified Suppliers communication. Assign all resources prior to Solution kick-off and ensure their availability. Single point of contact for overall Solution and deployment process. Manage Solution timeline and ensure schedule adherence. Provides business and technical guidance. Participate in user acceptance testing. Facilitate rapid completion of scoping and requirements gathering. Provide timely resolution of any Solution issues. Manage communication plan development and Solution-wide communications to key stakeholders. Provide/coordinate signoff on all deliverables. Provide SAP with all data reasonably required by SAP to enable Identified Suppliers. Participates in SE training webinars to educate Identified Suppliers on the Solution. Ensure Customer resource training needs are addressed and any issues or gaps are escalated to SAP Solution lead. Support the internal Change Management program. Documents business process changes for ERP processes. Each functional lead serves as the champion for the Program within their respective business unit. Participate in requirements gathering and configuration workshops. Provide process documentation for as is state and support to create the to be process. Plan, manage, and conduct user acceptance testing. Identify power users within each business unit to act as expert providing assistance to peers and input to overall process % based on the size of the enablement Solution. Involvement during ongoing registration activities will vary % based on the size of the enablement Program. Involvement during ongoing registration activities will vary. SAP Confidential 8

9 Information Technology Procurement Power Users Execute internal change management program coordinating training across their respective department. Act as point of escalation for issues related to processes or Identified Supplier both during Program and ongoing Provide the technical resources to assist in developing and testing the data mappings, ERP integration and configuration. Provide the resources in support of the planning, sizing and configuration of the hardware platforms for development, QA and production environments. Set up and test the web service connection between the Customer in-house system and PSN, if in scope of the project. Manage all move-to-production activities related to the technical solution within the Customer environment. Customer technical expert on SAP Product Stewardship Network. Administer users, groups, approval rules. Submit and track technical issues. Main contact to SAP Customer Support after project close using the defined support channel (SMP). Complete data collection for missing or inaccurate data records that are required for the SE. Confirm validity of Identified Supplier contacts. Approve Supplier Profiles for new and existing SAP Product Stewardship Network Supplier Accounts. Development and execution of functional change management plan for Procurement processes, roles and responsibilities. Provide input to preparation and executions phase workshops. Provide input to test case development. Participate in user acceptance testing. Support Identified SE activities. Act as knowledge expert on SAP Product Stewardship Network ongoing % 10-40% 20-40% 3.4 SAP Supplier Enablement Team The SAP Supplier Enablement Team operates in a shared services model in order to execute Supplier Enablement Services on behalf of SAP Customers. This team is comprised of the following roles: SAP Confidential 9

10 Supplier Enablement Lead: This person is the primary contact for Customer for all aspects of the project. This person reaches out to SAP resources deployed in different regions globally and builds/follows a project plan to facilitate execution of the Customer s objectives. Supplier Enablement Manager: Specialized employee, executes enablement projects out of shared services hubs, and are exclusively focused on execution services and supplier communication. Services provided onsite with the Customer are not in scope for this solution documentation and must be covered in a separate contract. SAP Confidential 10

11 4 Supplier Enablement Services Description 4.1 Key Assumptions SAP will perform the activities and deliverables as detailed below during the initial subscription term to facilitate the information exchange with Identified Suppliers on SAP Product Stewardship Network. These SE Services are available in English, and German. Other languages are to be clarified before the project starts. Documentation and Training Content is provided in English. If required Customer resources are unavailable per the outlined commitments below, SAP reserves the right to suspend SE Service until the Customer s required resources are confirmed The SE Services include support for Identified Suppliers globally, excluding all embargoed countries. SAP will begin performing the SE Services after the Customer Solution Program Manager responsible for the overall SAP Product Stewardship Network including the deployment process is identified and available Changes to the SE project scope may impact the SE Services and deliverables defined herein, and may be subject to additional fees 4.2 Pre-Project Kickoff Phase Identify SAP project resources ready to support the SE Service Perform system demonstration to Customer s project team. Assign all applicable internal team members and ensures that these resources have a complete understanding of the current scope and timeline of the SAP Product Stewardship Network Solution Provide SAP with contact details for the assigned resources Arrange for all core and extended team members to be available and prepared for the kickoff meeting Define scope of suppliers, materials (PCD and CMD) and surveys/categories (PSA) Begin to gather supplier data to be delivered to SAP. Ensure Customer resources from all applicable teams are identified and available for Requirement Gathering sessions beginning the first or second week from the Program kickoff 4.3 Project Management Create Project Setup Coordination of SAP resources designated to provide the SE Service conducted within the scope of this engagement described in SE methodology and project phases Assist with planning and coordination of project phases to ensure timely execution, facilitate status meetings with Customer team. Facilitating Solution kickoff work stream and subsequent status meetings with Customer team SAP Confidential 11

12 Review Reporting of results, progress tracking, and other key metrics together with Customer Solution quality control and escalation Support Supplier Enablement Solution governance by participating in steering committee sessions with key Customer stakeholders Document and manage the SE Services as part of the SE scope. Troubleshoot (and escalate, if necessary) any issues with the solution (e.g. software quality issues or performance problems). Assign all resources prior to Solution kickoff and maintain throughout the Solution Participation in kickoff meeting, project status meetings, regular Solution governance meetings and steering committee meetings Responsible for weekly creation of reports and review of Solution progress reports Responsible for setting Program vision and targets Resolution of Program escalations related to Customer resources, supplier or stakeholder lack of Program participation, Customer technical design or implementation issues Responsible for communication of Program vision and targets to Customer teams in Product Compliance, Sustainability, IT and Procurement. Includes leadership of change management required within the Customer organization to support the Program Mandate internal change management program across all affected departments; Procurement, IT, Help Desk, Corporate Training Enforce compliance to overall Program messaging and goals via internal campaign Document Customer s backend business process changes required due to new Supplier integration introduced through the SAP Product Stewardship Network Solution Participate in requirements gathering session(s) and ensure support from functional stakeholders Approve the content and channel for Supplier Enablement communication and knowledge transfer Develop communication plan for Customer s internal stakeholders and suppliers JOINT KEY DELIVERABLES AND ACTIVITIES: Create and manage SAP Product Stewardship Network project plan Track, manage and resolve issues with clearly defined escalation processes Participate in SAP Product Stewardship Network meetings; Meeting frequency to be scheduled as needed based on coordination with Customer and SE project phase Define Supplier Enablement Weekly Status Report Align the different steps and status of SE process to be monitored and reported Define the format and timelines based on SAP s best practices SAP Confidential 12

13 Participate in requirements gathering session(s) and ensure support from functional stakeholders Approve the content and status for the weekly status report Create reports necessary for weekly status report Create Customer specific survey progress and result reports 4.4 Project Kick-off Prepare and deliver kickoff presentation materials like project charter and project time lines with milestones to be achieved Participate in the kickoff meeting on site or via virtual meeting session Participate in the kickoff meeting to confirm scope of the SE Service, goals/objectives, and high level timeline Sponsor to deliver message of SE project to internal stakeholders supporting the SAP Product Steward SAP Product Stewardship Network. JOINT KEY DELIVERABLES AND ACTIVITIES: Agree on project charter, Supplier Enablement plan, timeline and milestones and project organization Review key success factors for the SAP Product Stewardship Network solution Setup and execute one Kick-off meeting 4.5 Strategy Phase Define Supplier Enablement Strategy and Scope SAP will provide the following assistance to Customer to develop a strategy ( Strategy ) to support the Customer s deployment of the SAP Product Stewardship Network solution. The Strategy will consist of high level goals, objectives and timeline for the SE Service. Propose SE strategy to support the SE project Supplier and material analysis: SAP will explain upload file data structure, system upload process and the matching of supplier data against existing supplier accounts on the network. Based on first customer delivered upload file, SAP will perform duplicate check, high level quality check. File consistency check will be performed in a test system before upload. SAP will communicate necessary changes for lists of uploaded materials and suppliers back to Customer. SAP will provide final quality check of list of uploaded suppliers and reflect recommendation to the Customer. For the Supplier Enablement goals, SAP will conduct a meeting with Customer team to review business goals and objectives, Strategy process, Customer requirements and SAP Product Stewardship Network timeline Defining flight plan: On the basis of the list of Identified Suppliers and the Customer timeline, SAP will develop and propose a flight plan to perform Supplier Enablement according to supplier importance, countries, goals and overall number of suppliers. The flight plan includes the timing and number of suppliers in onboarding waves. SAP Confidential 13

14 Communication plan: Assist in creating the project communication plan. Perform Supplier and material analysis: Supplier data must be provided to SAP in the Supplier Upload Template once per wave. Customer will work with SAP, if there is a data quality issue such as missing required fields Create a ranking of the most important Identified Suppliers Clean and rework materials and supplier upload lists based on SAP s recommendation Upload file and perform supplier matching and duplicate check in customers account Perform ERP processes to transmit supplier or material information to SAP Product Stewardship Network. Clarify Goals: Customer needs to define goals that he wants to achieve by running SE project Creating a communication plan: Customer needs to create a communication plan that gives a clear understanding and messaging to suppliers Defining a policy: Customer needs to define a policy that ensures that suppliers will follow the initiative with respect to the defined goals Signoff on the final strategy including flight plan wave sign off prior to each supplier registration phase JOINT KEY DELIVERABLES AND ACTIVITIES: Jointly review the Customer s expectations regarding the contracted scope of: o o Finalize an appropriate strategy to meet the goals of the Program and drive supplier adoption Jointly develop a flight plan to include recommended enablement waves for Identified Suppliers SAP Confidential 14

15 4.6 Design and Build Phase Define the Unresponsive Supplier Escalation Process Facilitate best practice sharing with Customer Customer will be responsible for the definition of a Unresponsive Supplier escalation process Creating the Communication Letters Assist Customer in creating the supplier communication letters based on Customer s requirements and SAP s best practices. Provide templates, such as Solution notification letter and supplier invitation Customer will be responsible for the creation of the different supplier communication letters for different mediums ( , Solution notification) and for the different phases (e.g. reminders) Define Educational Approach and Materials Customer Education Setup Facilitate best practice sharing with Customer Offer SAP Product Stewardship Network business process training to key users via , remote and webinar during design and build phase Identify and provide a resource(s) to be trained on SAP s SE best practices and methodology Develop training plan and materials for identified Customer stakeholders Supplier Education Setup Setup SAP Product Stewardship Network education and training (in English) based on standard materials to educate and train Identified Suppliers, if applicable, in the following areas, as applicable to the process of: o o Account setup and maintenance Information request business process with respect to the initiated SE project scope Develop training plan and materials for Identified Suppliers SAP Confidential 15

16 Customer may choose to create and host Customer specific supplier education materials and keep the materials up to date. Provide education and training materials in other languages than English SAP Product Stewardship Network Account Setup Assist Customer in configuring the SAP Product Stewardship Network account Customer will be responsible for configuring the SAP Product Stewardship Network account based on requirements and SAP s best practices 4.7 Go-live and Register Perform Readiness Check Deliver a readiness check list to ensure deliverables for go-live, status overview and risk mitigation proposals. Participate in stakeholder session and assist project status communication Active participation in readiness check activities and risk mitigation proposals and discussions Schedule stakeholder session Communicate Go-live decision or reasons for not going live. JOINT KEY DELIVERABLES AND ACTIVITIES: Work on readiness check list and provide overview on deliverables for go-live, status information and risk mitigation Send Project Notification and Perform Supplier Summit Assist Customer in sending project notification and performing supplier summits based on SAP s best practices. Supplier summits are being held as webinar. Sending aligned project notification to Identified Suppliers Perform Supplier Summits in order to roll out the project to the suppliers with all relevant information like motivation for participation, steps to perform, timelines and consequences of being unresponsive to the invitation to use PSN Invite Suppliers to the Solution Review the PSN based notification content and process SAP Confidential 16

17 Assist Customer in inviting Identified Suppliers to PSN Creating the SAP Product Stewardship Network based notification text for the invite process Invite the Identified Suppliers using the SAP Product Stewardship Network notification s Supplier Registration and Support Provide campaign strategy addressing communication, timing and best practices for SE and SAP Product Stewardship Network. Set-up and align support processes and supplier communication with the customer. Provide SAP Product Stewardship Network registration assistance for Identified Suppliers via or other online channels. Provide solutions for specific and complex supplier requests (e.g. multiple subsidiaries/brands, multiple contacts inside a supplier company, multiple vendor IDs, multiple registrations for one company, etc.). Support Customer in resolving issues for nonregistered Identified Suppliers. Support the SE campaign strategy recommended by SAP Escalate non-registered Identified Suppliers using the defined escalation procedure Maintain and update the Customer specific education content on the supplier information portal, not owned from SAP. Ensure change management has been rolled out to affected stakeholders Support suppliers in answering questions that are specific to the Customer Program or the customer s business and not related to the use of SAP Product Stewardship Network. Create registration status reports JOINT KEY DELIVERABLES AND ACTIVITIES: Discuss and align risk mitigation, process and timelines in case project is not on track Weekly Status Reports and Health Checks JOINT KEY DELIVERABLES AND ACTIVITIES: Execute and schedule project reviews, participate with key stakeholders and derive action items on regular basis Discuss and align risk mitigation, process and timelines 4.8 Request and Productive Use Send Request SAP Confidential 17

18 Assist Customer in creating and sending SAP Product Stewardship Network information requests. The request scope and format is depending on SE project scope. Sending Information Requests to Identified Suppliers. The request format is depending on project scope. For sustainability assessments, prepare and create the assignment of suppliers to surveys and surveys. For product compliance and conflict mineral declarations, create and send declaration requests Request Support Provide support to Identified Suppliers to answer Customers information requests on SAP Product Stewardship Network. Support will be provided by or other online channels. Support availability: Monday to Friday 9.00 am pm CET. Phone support is not provided. Provide campaign strategy addressing communication, timing and best practices for SE SAP Product Stewardship Network. Support Customer in resolving issues for Identified Suppliers Any general SAP Product Stewardship Network related materials will be available to all Identified Suppliers through the standard SAP Product Stewardship Network links Support the SE campaign strategy recommended by SAP Follow up with Identified Suppliers determined by SAP to be non-provisioning Escalate nonprovisioning Identified Suppliers via functional areas (e.g. purchasing) Perform ERP processes to transmit supplier or material information to SAP Product Stewardship Network Ensure change management has been rolled out to affected stakeholders Create supplier progress reports JOINT KEY DELIVERABLES AND ACTIVITIES: Discuss and align risk mitigation, process and timelines in case project is not on track Support the Identified Suppliers in running their SAP Product Stewardship Network transactions Productive Support Help Desk SAP will provide standard productive supplier support (helpdesk) for suppliers deployed on the Service during the Subscription Term based on a Flight Plan (SE wave plan, one wave has minimum of 50 suppliers). Initiatives triggered by Customer will be the Customer's responsibility. Support availability for Customer s suppliers shall be: Monday to Friday 9.00 am pm CET. All supplier support incidents should be submitted to Sap via an SAPprovided address, or such other means as designated by SAP. Phone support is not provided. SAP Confidential 18

19 SAP will forward any questions related to Customer internal processes to the Customer for resolution directly with the identified Supplier Standard productive supplier support typically includes questions regarding: Supplier registration, ID & password assistance, basic account configuration, SAP Product Stewardship Network How To Navigation, administrative changes and account consolidation Standard productive supplier support is limited to the subscription term. SAP will hand-over the support to Customer after this time period. Reply on questions concerning the program or affiliated processes Address any specific questions related to Customer internal processes JOINT KEY DELIVERABLES AND ACTIVITIES: Schedule status reviews, participate with key stakeholders and derive action items on regular basis Discuss and align risk mitigation, process and timelines in case Project is not on track 4.9 Project Close SAP will inform Customer about closing time lines and setup the Project close meeting. The project close will be scheduled, when the requests on PSN have been sent out and the suppliers had 8 weeks time to answer. The supplier request response rate at that date is not a criterion for Project close. At Project close, SAP will hand over the following processes to Customer responsibility: addition of new suppliers; creation of communication and training material; training of and communication to new suppliers; sending requests or surveys; reporting Customer has to attend the project close meeting Customer has to accept and work on open support cases handed over from SAP From the Project closing date on Customer is responsible for own productive use and support coverage. SAP Confidential 19

20 5 Overall Customer Responsibilities Summary Customer shall: The services described in this Supplier Enablement services description are a standard offering for a fixed fee provided that the following parameters are met: SAP will lead technology workstream, including managing project scope, risks, timeline and project management routines within the SAP sphere of influence Customer will be responsible for removal of road blocks and impediments that impact the project timeline Customer will provide a single point of contact by which all deliverables, issues and risks are communicated to and coordinated with SAP Project Management lead. Customer will provide single point of contact for project sponsorship by which all escalations are communicated to the SAP sponsor. The services defined herein will be delivered in English SAP will enable suppliers with no integration, unless otherwise stated herein, and no application customization. All required contracts, including the Agreement, this SOW, and SAP End User Agreements for Suppliers will be fully executed before deploying the Supplier. Customer will have the ability to make decisions with respect to this project within three business days of the request. If the time frames are longer, the schedule and estimates may be impacted. Any changes to the project scope or requirements will be addressed via a Project Change Request (PCR) process Customer will provide access to all internal and confidential information as it relates to the objectives of the SAP project. Customer executive buy-in and sponsorship have been obtained for this project, and such sponsorship is required for successful completion of the Services defined herein. The work during the project will be conducted primarily at the SAP office in the region from which the staff is provided. In addition, some work may be performed at Customer s locations as determined by SAP. If determined necessary to be onsite at Customer location, Customer will provide the necessary materials and workplace configuration when the SAP team is at Customer s offices (i.e. LAN/WAN access, printer access, facilities access, etc.). If determined necessary to travel onsite at Customer MSP location, Customer will be solely responsible for all associated cost of travel. SAP and Customer will commit the necessary resources and management involvement (both functional and technical) to support the Services to be performed for the duration of the project. SAP will not be responsible for any delay or failure in the performance of the Services, or for any increase in the cost of the Services to the extent caused by Customer s failure to fulfill its obligations under this deployment description. SAP will have no obligation to continue performing Services under this Services Enablement description beyond the date of Customer s first use of the work product resulting from Services in a live, production environment (the Launch Date ), and such work product shall be deemed accepted upon such use. Any issues relating to the work product that arise after the date of such use may, to the extent appropriate, be addressed by Customer through the SAP support services available to Customer under the Agreement. SAP will flex hours between phases as deemed necessary by project team without the need of a Change Request so long as movement of hours between phases does not exceed total hours for the deployment service option. SAP Confidential 20

21 Customer will utilize SAP best practice communications in managing SAP Product Stewardship Network notification to both internal stakeholders and external Identified Supplier contacts to accelerate and maximize Identified Supplier adoption. Create an enforcement process to ensure all information exchanges that are submitted by customers outside of the SAP Product Stewardship Network are rejected once a supplier is classified as registered supplier. SAP Confidential 21

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