Cloud-based Managed Services for SAP. Service Catalogue

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1 Cloud-based Managed Services for SAP Service Catalogue Version 1.8 Date:

2 TABLE OF CONTENTS Introduction... 4 Managed Services out of the Cloud... 4 Cloud-based Flexibility, Efficiency and Scalability... 4 Features... 4 Service Packages... 5 Service Desk... 5 Service Management... 5 SLA Reporting... 5 SAP System Support... 5 SAP Monitoring... 6 SAP Storage Management... 6 SAP Server Management... 7 SAP Database Management... 7 SAP Basis Operations... 8 SAP Background Processing & Job Scheduling... 9 SAP Print Management... 9 SAP Backup and Recovery... 9 SAP Systems Performance & Capacity Planning SAP Security SAP Patches & Enhancements SAP Application Changes Support Models x 24h Support x 24h Support Service Levels Silver Gold Platinum Service Desk Introduction Service description Responsibilities and accountabilities of ITPC Responsibility and accountability of the customer ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 2

3 Scope of Service Desk s service Problem management Errors in the system operation and severity codes Severity codes Second Level Support / Onsite Support SAP Basis Operations Introduction Delivery Management Services Service Desk (Helpdesk) Services Monitoring Operating System Database SAP Basis Terms & Conditions Service Duration Upgrade Path ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 3

4 INTRODUCTION MANAGED SERVICES OUT OF THE CLOUD ITPC Cloud Managed Services for SAP a Cloud-based Operation Support Centre providing SAP Technology Management Services on a 24x7x365 basis to support and maintain our customers SAP environments, delivering high quality services with maximum flexibility, predictability and scalability of Operations. CLOUD-BASED FLEXIBILITY, EFFICIENCY AND SCALABILITY Our Cloud-based Operations model does not follow the traditional way of managing support on a FTE-based structure. We change the vision of Technology Support by introducing a System-based Support structure, which is the most cost-effective way to manage all SAP Technology related activities. We provide AMS as a service in the true sense of the word, which is a system-driven rather than a person-driven approach, whereby the customer has more clarity as per standardized SLAs, more control with less management cost and a lower TCO. This provides the flexibility to focus more on the core business and less on system downtime and security breaches. ITPC offers its customers a comprehensive portfolio of SAP services, which includes application support and solutions, as well as the efficient operation of the SAP environment itself. Cloud-managed services for SAP means that ITPC provides support and operational services from its own delivery centres. The service range includes safeguarding SAP infrastructure operational support and maintenance of the SAP system technical layer, as well as the underlying RDBMS, plus preventative services such as backup, restore, high availability and disaster recovery. FEATURES Innovative concept Innovative pricing model Acts as a virtual extension of customers IT support environment Combined offerings for Operations, Maintenance and Administration Aggressive off-shoring through 7 x 24h service Fixed-cost approach to manage SAP AMS o Four different service packages o Support model 5 x 24h and 7 x 24h, available per SAP system o Three different Service Levels o Differentiation between ten different SAP system types Offers multiple level of support More reliable and secure SLA-based management and performance measurement Reduced TCO with greater flexibility and scalability Standardized support and delivery model based on ITIL best practices 2015 ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 4

5 SERVICE PACKAGES Light Base Comfort Priority SERVICE DESK Single Point Of Contact for SAP customers for SAP Incidents and Requests Study and assign Incidents to the 2nd level support for resolution Receive problem notifications from 2nd level support groups, other Client Help Desks and keep the end users informed Receive alert messages / fault tickets from System Monitoring and work on the same SERVICE MANAGEMENT Conduct analysis of lead times for the most critical processes Conduct SAP service reviews and coordinate improvements Review SLAs, OLAs and contracts and revise when necessary Set up regular SAP Service Level Reporting process and continuously monitor compliance with the SLA. Create a communication plan to communicate with IT, Vendors, Third Parties and the business. Conduct regular reviews of the Service Level Management process Conduct SAP service support reviews and provide recommendations for improvements Conduct monthly SLA performance review meetings SLA REPORTING Provide weekly and monthly reports on the Availability of SAP software and all details relevant to the calculation of such Availability Produce Service Level trend analysis reports to identify areas for continuous improvement Develop Change Management policies & procedures SAP SYSTEM SUPPORT Troubleshoot and resolve all SAP system problems according to the response times agreed to. Modify and keep up to date the SAP system changes documentation Support application team in resolution of app. performance problems 2015 ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 5

6 Light Base Comfort Priority SAP MONITORING Monitor SAP system Monitor SAP system availability and response time behaviour Monitor performance adjustments for their effectiveness Monitor and respond to application related events, errors and logs Perform daily SAP system checks Define and maintain SAP application monitoring requirements Identify end-user performance problems Manage application performance and identify performance issues Track results of tuning actions Manage workload balancing Refine the work process environment on observations Terminate/cancel process per requests on predefined procedures Analyse ABAP short dumps, core dumps, etc. Optimize SQL statements to meet application performance requirements Clean up failed updates or existing locks as per predefined procedure SAP STORAGE MANAGEMENT Monitor & Report Storage Performance Develop a storage monitoring and management plan Define data storage policies and procedures Support with Storage problem resolution Conduct SAP storage capacity planning 2015 ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 6

7 Light Base Comfort Priority SAP SERVER MANAGEMENT Monitoring SAP server (CPU, memory, disk, services) Monitor OS performance adjustments for impact on the application Conduct computer capacity and procurement planning Support with SAP server OS problem resolution Conduct regular reviews of the SAP Server Administration process Determine optimal performance settings for OS parameters Support OS for SAP related software including patch management Defining backup and restore policies Implement and follow backup and restore policies Manage the license for all SAP server components Provide 2 nd Level Support for all SAP servers operating systemrelated incidents including diagnosis activities. Provide 2 nd Level Support for all SAP servers incidents related to SAP and / or DB applications including diagnosis activities. Liaise with Third-party hardware support contractors and/or manufactures as needed to escalate OS related Install patches and bug fixes for the Operating System Provide advice and guidance on the selection, sizing, procurement and usage of servers and related utility software Control and maintain the access controls and permissions Perform Capacity Management to help achieve optimum throughput, utilization and performance SAP DATABASE MANAGEMENT Monitor the SAP database system including log files Monitor SAP database growth Implement and monitor the SAP data backup strategy Perform SAP database performance analysis Manage tables, table spaces and space usage Manage next extent sizes Support with database problem resolution Install patches and bug fixes for the SAP database system Conduct regular reviews of SAP Database Management process Define Database Monitoring Requirements 2015 ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 7

8 Light Base Comfort Priority SAP BASIS OPERATIONS Monitor SAP to SAP interfaces Monitor SAP to non-sap interfaces from SAP side Monitor time-controlled operation mode switching dialog operation/background operation Setup work process and operations mode definitions Determine optimal performance settings for SAP parameters Configure SAP tuneable parameters Perform SAP R/3 profile modifications as required Perform Database profile modifications as required Support with SAP Basis problem resolution Provide SAP system access to perform Early Watch reviews Analyse Early Watch reports and provide recommendations (BASIS) Analyse Early Watch reports and provide recommendations (NON-BASIS) Resolve any issues identified in SAP early watch reports (BASIS) Maintain SAP landscape and client instance strategy Conduct SAP client removes, refreshes and copies Validate application data integrity and consistency following any system or module restoration activities Define and maintain a testing and release schedule for application patches or fixes Configure transport domains, transport groups, transport layer and transport paths Analyse and resolve all errors during transports (BASIS) Setup the Change and Transport system Import and monitor transports as per predefined procedure Send status after importing SAP transport requests 2015 ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 8

9 Light Base Comfort Priority SAP BACKGROUND PROCESSING & JOB SCHEDULING Monitoring background jobs Monitoring long running jobs on SAP system Define SAP job-scheduling strategies based on requirements Maintain system batch schedule strategy and job dependencies Trigger & Implement batch jobs Conduct regular reviews of the SAP Background Processing & Job Scheduling process Terminate/cancel jobs per requests on pre-defined procedures Assess impact of failed jobs Verify results for job completion and accuracy SAP PRINT MANAGEMENT Monitor the SAP spoolers Monitor the operating system spoolers Monitor and routinely reorganize the SAP spool database Define and maintain SAP print queues and spool processes Investigate and resolve print problems through Incident/Problem Management processes Create and administer the printers on the SAP system Define output management requirements Archive & delete old spool jobs SAP BACKUP AND RECOVERY Monitor database and log backup Define and document backup & recovery policies for SAP Perform point-in-time recovery from archive logs after restore Perform complete and / or incremental backups for SAP data Define media rotation requirements Restore complete or incremental backup as needed after system failures. Test backup/restore procedures periodically Validate application data integrity and consistency following any system or module restoration activities 2015 ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 9

10 Light Base Comfort Priority SAP SYSTEMS PERFORMANCE & CAPACITY PLANNING Monitor system performance and capacity Manage application performance and identify performance issues Manage system and database performance issues Provide trend analysis as input to capacity forecasting Develop capacity plan based on Requirements Conduct regular risk analysis and risk management to expose and reduce potential weak spots in the SAP infrastructure Determine possibility to recreate the production environment in case of a disaster Investigate & document SAP interface failures Determine disaster recovery requirements based on business needs Determine disaster recovery strategy to meet requirements Develop disaster recovery procedures (SAP infrastructure only) Review disaster recovery plans with management Execute Disaster Recovery Tests (Application Testing) SAP SECURITY Create & modify SAP user accounts Authorize SAP profile maintenance Assign SAP users to profiles according to approval Maintain security profiles and templates Support customer audit requirements related to security profiles Prevent the infiltration of the SAP systems Implement a password administration policy and procedure for Administrators Create new OS local users, groups as necessary 2015 ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 10

11 Light Base Comfort Priority SAP PATCHES & ENHANCEMENTS Apply changes to SAP NetWeaver (SAP notes, corrections, etc.) Apply SAP Kernel patches Apply SAP patches and Support Packages Conduct Business Impact Analysis on each request for NetWeaver related changes Prioritize NetWeaver related change request Conduct preventive maintenance and other scheduled maintenance services - Planned Maintenance (SAP Patches) SAP APPLICATION CHANGES Ensure Changes to the SAP application are approved by customer Change Management Control Board Support with development of KPIs for SAP Changes Support Change Management Board as per defined procedures 2015 ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 11

12 SUPPORT MODELS 5 X 24H SUPPORT The Service Desk is available from Monday 04:00 am CET until Saturday, 04:00 am CET. The reaction times based on subscribed Service Level will be guaranteed within the 5 x 24h Service Desk availability. 7 X 24H SUPPORT The Service Desk is available from Monday 00:00 am CET until Sunday 12:00 pm CET. The reaction times based on subscribed Service Level will be guaranteed within the 7 x 24h Service Desk availability ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 12

13 SERVICE LEVELS SILVER There is a maximum response and reaction time of 12 hours for SAP systems with the Silver service level. The time for the response and reaction time is calculated from the point in time when the Support Request has reached the ITPC Service Desk. Service Level Silver is the ideal fit for SAP non-production systems, such as Sandboxes, temporary systems or for Solution Manager Systems. Select the Silver level for SAP systems which have a lesser impact on the critical business processes. GOLD There is a maximum response and reaction time of 4 hours for SAP systems with the Gold service level. The time for the response and reaction time is calculated from the point in time when the Support Request has reached the ITPC Service Desk. Service Level Gold is the ideal fit for SAP non-production systems, such as Development or Quality Assurance systems. Select the Gold level for SAP systems which are not fully mission-critical and have a medium impact on the critical business processes. PLATINUM There is a 15-minute maximum response and reaction time for mission-critical SAP systems with the Platinum service level. The time for the response and reaction time is calculated from the point in time when the Support Request has reached the ITPC Service Desk. Service Level Platinum is the ideal fit for SAP production systems. Select the Platinum level for SAP systems which run critical business processes ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 13

14 SERVICE DESK INTRODUCTION The Service Desk subscription is part of the Base Service Package and is available for all customers with active Cloud Managed Services for SAP subscription. SERVICE DESCRIPTION RESPONSIBILITIES AND ACCOUNTABILITIES OF ITPC Service Desk is always the first and only contact point in case of questions, contracts or problems for the super user and it is accessible to the super user by using a central telephone number. Service Desk reverts to the required specialist department depending on the requirement and which can complete the order with the minimum time possible and with the best quality. RESPONSIBILITY AND ACCOUNTABILITY OF THE CUSTOMER The customer (super user) registers errors to the ITPC Service Desk immediately after it becomes known. He/she defines the error and helps the Service Desk to understand the error. SCOPE OF SERVICE DESK S SERVICE Service Desk accepts all user queries or problems of the customer. It defines the severity code per query or problem with the customer. If the Service Desk cannot rectify the problem or answer the query, it forwards the problem ticket directly to the appropriate specialist department (applications consulting or SAP Support). Service Desk supporter is responsible for ensuring that all problems are processed and fulfilled according to severity code. Service Desk informs the user (user with a query) that the problem has been rectified. Support is provided in German language unless otherwise agreed in writing. PROBLEM MANAGEMENT ITPC shall periodically examine the reason of the problems occurred and shall put forward suggestions of improvement to the customer. ERRORS IN THE SYSTEM OPERATION AND SEVERITY CODES A severity code is allocated when recording errors. In order to ensure that the correct severity code is allocated, information about how the error affects the operation is required when registering the error. These are: 2015 ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 14

15 SEVERITY CODES The following Severity Codes are available: CODE DESCRIPTION REACTION TIME (MAX.) 1 Critical problem: The customer cannot use the service or the system (e.g. system failure of a production system) 15 Minutes 2 Big problem : The customer can use the service but with considerable problems 4 hours 3 Small problem : The user is confronted with an error which does not seriously interfere with his service, e.g. a printer does not function (replacement available) 12 hours 4 No direct effect on the use of the system by the user: Here, it can concern information request, suggestion or complaint on behalf of the user. 2 days SECOND LEVEL SUPPORT / ONSITE SUPPORT Second level support is normally over remote access to the customer system. Support begins within the framework of the reaction times according to the severity code. Onsite support is referred to only when the problem cannot be solved either telephonically or with the help of remote access or when the customer desires an appropriate usage. The customer ensures that ITPC consultant or the consultant from responsible Partner Company has access or admittance to the system ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 15

16 SAP BASIS OPERATIONS INTRODUCTION Our SAP Basis Operations Support includes the operations part and the system monitoring for all the SAP components. DELIVERY MANAGEMENT Our Delivery Management is the single point of contact (SPOC) for the change and escalation management. In addition, the Delivery Manager is supervising the SLA and is responsible for the reporting tasks. SERVICES Following services are executed within the Delivery Management services: TASK DELIVERY MANAGEMENT CHANGE MANAGEMENT INCIDENT MANAGEMENT ESCALATION MANAGEMENT SUPERVISION OF SLA REPORTING COORDINATION WITH CUSTOMER AND INFRASTRUCTURE PROVIDER PERIODICITY AT OCCURRENCE SERVICE DESK (HELPDESK) Our Support Desk is the single point of contact (SPOC) for all support requests, incidents and for the alerts generated by the automated system monitoring. SERVICES Following services are executed within the Service Desk and Helpdesk coverage: TASK SINGLE POINT OF CONTACT WITH GUARANTEED SUPPORT TIMES CHANGE MANAGEMENT SUPPORT INCIDENT MANAGEMENT (TICKET HANDLING) ESCALATION MANAGEMENT SUPPORT COORDINATE WITH CUSTOMER REGARDING ISSUES COORDINATE WITH CUSTOMER REGARDING CHANGES MICROSOFT SECURITY PATCHING: COORDINATE WITH CUSTOMER INFRASTRUCTURE MAINTENANCE: COORDINATION AND SUPPORT PERIODICITY AT OCCURRENCE ON REQUEST ON REQUEST 2015 ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 16

17 MONITORING Our SAP Basis Operations Support includes the system monitoring for all the SAP components. OPERATING SYSTEM The following services and checks are executed on Operating System level: TASK CHECK CPU, MEMORY AND SWAP SPACE CHECK FILE SYSTEM FREE SPACE CHECK OS SERVICES AND PROCESSES PERIODICITY DATABASE The following services and checks are executed on Database level: TASK CHECK DATABASE BACKUP CHECK TRANSACTION LOG BACKUP CHECK DATABASE AND LOG SIZE AND FREE SPACE CHECK DATABASE CONSISTENCY PERIODICITY SAP BASIS The following services and checks are executed on SAP systems level: TASK CHECK SAP LOGIN CHECK SYSTEM STATUS CHECK SAP INSTANCE AND APPLICATION SERVER CHECK WORKPROCESS STATUS CHECK RFC AND GUI USERS CHECK LOCK ENTRIES CHECK UPDATE ERRORS CHECK ABAP/4 SHORTDUMPS CHECK BATCH JOBS CHECK BATCH INPUT PROCESSING CHECK SPOOL FILES CHECK TRFC / ARFC PROCESSING CHECK IDOCS CHECK SAPCONNECT CHECK SAP DIRECTORIES CHECK PORTAL URL CHECK PORTAL LOGIN CHECK SAP LOGIN CHECK SYSTEM STATUS PERIODICITY 2015 ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 17

18 TERMS & CONDITIONS SERVICE DURATION Each Service Package requires a certain minimum term, which also determines the minimum term of the managed service contract. SERVICE PACKAGE LIGHT BASE COMFORT PRIORITY MINIMUM TERM 12 month 12 month 24 month 36 month The Support Model per SAP system can be switched between 5x24h and 7x24h after a minimum subscription term. SUPPORT MODEL 5 X 24H 7 X 24H MINIMUM TERM 3 month 3 month The Service Level per SAP system can be switched between Silver, Gold and Platinum after a minimum subscription term. SERVICE LEVEL SILVER GOLD PLATINUM MINIMUM TERM 1 month 1 month 1 month UPGRADE PATH Service Packages can be upgraded or downgraded to an upper or lower level of service. The following table illustrates the possible upgrade path with their corresponding waiting times. SERVICE PACKAGE LIGHT BASE COMFORT PRIORITY LIGHT - 1 month 1 month 1 month BASE 12 month - 1 month 1 month COMFORT 12 month 12 month - 1 month PRIORITY 12 month 12 month 12 month ITPC AG ZURICH (SWITZERLAND) ALL RIGHTS RESERVED PAGE 18

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