SAP HANA Enterprise Cloud
HEC for Projects - Roles & Responsibilities
1-Apr-2015
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FIVE CATEGORIES for HEC Standard Services:
SAP responsible to perform/deliver
provided as one-time service at additional costs, no
possibility for customer to perform
customer responsible to perform/deliver, can be
delegated to SAP as one-time service at additional
costs
customer responsible to perform/deliver, can be
delegated to SAP as optional service on subscription
basis
customer responsible to perform/deliver, can't be
delegated to SAP
Included as part of the fee
Service is optional, but only SAP can execute the task because customer cannot physically or logically access such as adding storage.
Practically all of these services directly involve or support work around the application and are AMS related. Occasionally HEC will deliver some of these services in a support capacity to the primary functional or AMS
activity. The customer can do these on their own, use SAP AMS, or get their own 3rd Part System Integrator. These are one time activities such as an upgrade to the application, or to do a one time archive, or a
performance report, etc. “Customer Responsible” does not mean they must do something. It means that in most cases "If They Choose To & If It Is Applicable To Them".
Same as above but for activities that are ongoing or repetitive in nature for applications – such as monitoring, specialized maintenance, etc. With the exception of the optional “Server Provisioning” services from HEC, all of
this is provided by AMS. “Customer Responsible” does not mean they must do something. It means that in most cases "If They Choose To & If It Is Applicable To Them".
Typically an activity for which only the customer has access to and must manage - such as granting their personnel access to the SAP Support Desk, managing their Telco Provider, etc. In other less likely cases SAP has
made a business decision to not offer the service. These are a mix of customer specific services so it is important to only look at what is applicable. For example: customers who do not have Server Provisioning or Sybase
IQ it is not relevant! “Customer Responsible” does not mean they must do something. It means that in most cases "If They Choose To & If It Is Applicable To Them".
Task
#
D
Technical Operations
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
Responsibility Project HEC
Remarks Project HEC
A - Service Management
SM1
SM2
SM3
Account Management
Conduct planning and service review meetings (as required)
Capacity management of the system landscape, monitoring and reporting of resource
usage (e. g. storage capacity, memory and CPU) to prevent operational issues
SM4
SM5
Develop capacity plan based on changed requirements (users, new applications etc.);
review need for service changes and extensions based on resource consumption,
trends and customer business forecast
Escalation management
Provide review and suggestions if a high volume of HEC support requests occurs
SM6
Service Request Management - Technical Support
Use defined tracking system to enter and update technical requests
SM7
SM12
SM13
SM14
SM15
Service Request Management
- Receive and acknowledge requests in SAP defined request tracking system
- Assess criticality/priority of request, effort and approvals required
- Coordinate request approval
- Notify requester of approval or rejection
- Coordinate request scheduling
- Notification of request completion
OSS / Support Portal Management
Create/modify/delete OSS user
Assign authorizations
Request developer keys
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
as needed, max 1 per quarter; service provided only during office hours
SAP responsible to perform/deliver
SAP responsible to perform/deliver
service provided only during office hours
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
Request and manage object keys
Incident Management
Operate Call Center receiving incidents 24x7x365
customer responsible to perform/deliver, can't be delegated to SAP
SM17
Incident processing
- Qualification and prioritization of the incidents
- Initiate incident resolution
- Track incident resolution progress
- Incident escalation as defined by escalation process
- Determine incident resolution or workaround
- Implement solution or workaround
- Verify incident resolution
- Inform customer about incident resolution
SAP responsible to perform/deliver
SM18
Sign-off/Approve solution and confirm incident resolution
customer responsible to perform/deliver, can't be delegated to SAP
SM16
Change Requests or Change Orders subject to process defined in
Agreement
SAP responsible to perform/deliver
SAP responsible to perform/deliver
Developer keys for admin purposes (e. g. implementation of patches and
SAP notes) need to be provided to SAP by the customer
24x7 support only in English language, local languages where available during
business hours and explicitly agreed with the customer
4 of 17
Technical Operations
Task
#
D
Responsibility Project HEC
IM2
IM3
IM4
IM5
IM6
IM7
IM8
IM9
IM10
IM11
Data Centre Management
Data Centre Management
Network Management
Supervise remote connection between the hosted system landscape and SAPs
support infrastructure
Separation of systems in HEC customer landscape into more than one network
segment
Hardware Operations
Maintain valid vendor maintenance agreements
Use vendor proactive support capabilities to help identify potential failures
Schedule hardware maintenance (as part of planned activities or as a result of
hardware failures)
Operational hardware monitoring (availability, critical operations parameters)
Monitor disk capacity
Monitor server capacity
Monitor network utilization
Infrastructure/hardware/system requests; Process commercial change requests as
required for hardware upgrades, additions etc.
Remarks Project HEC
Section B - Infrastructure describes the infrastructure services provided for
components used as part of HEC hosted systems; services around "Server
Provisioning" (aka IaaS) are described in detail in the respective section
B - Infrastructure
IM1
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
SAP responsible to perform/deliver
HEC is operated either in SAP owned facilities or rented co-location facilities
SAP responsible to perform/deliver
Service initiated after formal transition to SAP
not offered
For SAP managed equipment
as required to support overall system SLA
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
Subject to additional fees for additional capacity
Subject to additional fees for additional capacity
Subject to reasonable lead time, Customer to provide request via tracking
system with sufficient detail; additional fees apply; service provided only
during office hours (referring only to the commercial part, technical
implementation timing will be scheduled based on contractual regulations)
IM12
Scale compute capacity (memory & CPU)
provided as one-time service at additional costs, no possibility for customer to perform
IM13
IM14
Storage Management
Manage data files, file systems, and disks per standards and practices
Scale storage capacity
SAP responsible to perform/deliver
SAP responsible to perform/deliver
IM15
Operating System
Create and maintain OS users and groups
SAP responsible to perform/deliver
IM16
IM17
IM18
IM19
IM20
IM21
IM22
IM23
IM24
Inform customer on security incidents
Configure OS parameters
Troubleshoot operating system problems, monitor system log and file systems
Work with vendor to resolve operating system issues
Monitoring swap- and page areas
Monitoring memory load
Cluster management
Apply patches to the operating system
Perform operating system upgrades
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
not offered
SAP responsible to perform/deliver
SAP responsible to perform/deliver
increased resource consumption leads to additional fees as contractually
agreed
increased resource consumption leads to additional fees as contractually
agreed
SAP access only, no privileged access to operating system by customer
Must maintain compatibility of SAP software at minimum, subject to approval
for downtime by Customer
IM27
System Startup/Shutdown
Perform scheduled startup/shutdown of hardware and OS
Restart the hardware/OS after failure
Backup/Restore
Perform file system and database backups
IM28
IM29
Monitor backup processes
Test backup/restore procedures periodically
SAP responsible to perform/deliver
SAP responsible to perform/deliver
IM30
SAP responsible to perform/deliver
extra charges apply for restores if caused by customer error
provided as one-time service at additional costs, no possibility for customer to perform
additional charges apply
IM35
Perform data restore and recovery (file system, database) as required after system
failures
Perform data restore and recovery (file system, database) on customer request (other
reasons than as a response to system failures)
Notify requestor that restoration has been completed
Notify users that restoration has been completed
Validate logical integrity and consistency of restored information
Infrastructure integration
Integration of customer Active Directory
IM36
Implementation of Single Sign On
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
IM37
Provide access to systems/resources within customer infrastructure
File transfer capabilities
Provide CIFS (aka Samba) share on LINUX
User- and access management
customer responsible to perform/deliver, can't be delegated to SAP
IM25
IM26
IM31
IM32
IM33
IM34
IM38
IM39
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
Per SAP standards, or according to specific terms of the HEC agreement
to verify procedures used in HEC and operational readiness; testing is not
performed for each individual system but for representative scenarios
SAP responsible to perform/deliver
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
provided as one-time service at additional costs, no possibility for customer to perform
provided as one-time service at additional costs, no possibility for customer to perform
customer responsible to perform/deliver, can't be delegated to SAP
5 of 17
working only for SAPGUI protocol; https requires additional certificates
handling which is not included in this task
SSO implementation services provided by SAP Consulting as consulting
project; details depending on scoping and consulting agreement
If required to fulfil agreed contractual obligations
#
IM40
IM41
IM42
IM43
Task
Creation and maintenance of folder structure on shares
Ensure up-to-date anti virus protection on end user equipment connecting to the
provided shares
Implement virus protection on server
Backup of data on shares
D
Technical Operations
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
Responsibility Project HEC
Remarks Project HEC
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
SAP responsible to perform/deliver
customer responsible to perform/deliver, can't be delegated to SAP
6 of 17
Customer must ensure that data which get uploaded to the CIFS shares are
kept properly secured at customer end; the shares themselves are not
backed up
Task
#
D
Technical Operations
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
Responsibility Project HEC
Remarks Project HEC
C - Database Management
The HEC services, specified by this version of the HEC Roles and
Responsibilities, include as a baseline the features and functionalities
which are part of SAP HANA SPS08. That means, that higher releases of
SAP HANA are supported in HEC, but only regarding those features,
which have been already available with SAP HANA SPS08. Any HEC
support of additional SAP HANA features and functionalities above the
SAP HANA SPS08 release is not covered. Additional and extended
services to address such new features and the availability of them in
HEC will be evaluated and determined by SAP on a case-by-case basis,
including the assessment of associated efforts and costs.
SAP HANA
DB1
DB2
SAP responsible to perform/deliver
SAP responsible to perform/deliver
DB4
DB5
Plan and perform file system extensions for e.g. backup activities
Monitor database resource consumption (memory, CPU, storage) to detect issues in
technical operations
Monitor table growth to proactively prevent operational issues and make sure that the
service stays within the contractual sizing boundaries
Partition tables / rebalance tables
Perform rowstore / column store migration
DB6
Monitor database for technical issues; analyze and resolve technical database failures
SAP responsible to perform/deliver
DB7
SAP responsible to perform/deliver
DB9
DB10
DB11
Cleanup HANA log and trace files (traces, statistic files etc.) to free up capacity and
keep HANA system clean and healthy
Maintain/change SAP HANA configuration parameters based on SAP standards and
recommendations
Start/stop database
Add an additional SAP HANA node to increase SAP HANA capacity
Management of standby databases (HANA System Replication) for high availability
DB12
DB13
Update SAP HANA database software and client
Update and maintain SAP HANA Studio
SAP responsible to perform/deliver
SAP responsible to perform/deliver
DB14
DB15
SAP HANA Transports Management Setup
Implement / maintain additional SAP tools (e.g. SAP HANA Analytics Foundation
Browser)
Identify, analyze and optimize expensive SQL-statements to improve application
performance
System troubleshooting, e. g. blocked transactions, to overcome issues and bring
SAP HANA back to normal state of operations
Create/modify users for HANA modeling in the SAP HANA studio
User, roles and permissions management for non technical users
User, roles and permissions management for technical and administration users
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
Technical users: e. g. users delivered and used by SAP HANA
SAP responsible to perform/deliver
SAP responsible to perform/deliver
per HEC backup policy
restores on customer request at additional costs
SAP responsible to perform/deliver
DB23
Perform database backups (regular full backups and log backups)
Restore and recover SAP HANA after technical issues
Database Management (other databases excluding SAP HANA)
Monitor database resource consumption (memory, CPU, storage) to detect issues in
technical operations
Perform database extensions to increase database capacity
the output feeds into capacity management; recommendations for
optimization could be drawn out of SAP Enterprise Support services
increased consumption will be charged according to contractual agreement
DB24
DB25
Monitor table extension parameters to avoid issues
Monitor database for technical issues; analyze and resolve technical database failures
SAP responsible to perform/deliver
SAP responsible to perform/deliver
DB26
Schedule periodic statistical database collectors to generate statistical performance
data
Reorganize database logs to free up space
Maintain/change database parameters
Start/stop database
Create and check optimizer statistics to maintain database performance
Perform upgrades of database software
SAP responsible to perform/deliver
Apply database patches
Perform database backups (regular database and log backups)
Restore and recover database after technical issues
Assist customer in optimizing SQL statements (indexes, selects etc.) for application
improvements
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
DB3
DB8
DB16
DB17
DB18
DB19
DB20
DB21
DB22
DB22
DB27
DB28
DB29
DB30
DB31
DB32
DB33
DB34
DB35
the output feeds into capacity management; Recommendations for
optimization could be drawn out of SAP Enterprise Support services
Recommendations for limitation of data growth could be drawn out of SAP
Enterprise Support services
as a consequence of extensive table growth
Executing party to be mutually agreed between SAP and customer; migration
of larger SAP tables to be done by SAP; customer can perform task on
customer tables if desired; additional downtime with customer approval
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
including XS engine
SAP responsible to perform/deliver
provided as one-time service at additional costs, no possibility for customer to perform
not offered
for HANA scale-out configurations only
Additional downtime for maintenance required
Applies to the SAP HANA studio installed on SAP HEC side; the customer
might operate SAP HANA studio instances for their own purposes for which
they are then responsible
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
depending on customer requirements; only for tools in the HANA context
delivered by SAP, 3rd party tools not included
Depending on availability of personnel
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
not offered
SAP responsible to perform/deliver
based on vendor recommendations and best practices
7 of 17
performed only for productive systems
Must maintain compatibility of SAP software at minimum, subject to approval
for downtime by customer
Additional Downtime may be required, and as approved by Customer
per HEC backup policy
after technical issues; restores on customer request at additional costs
Based on availability of personnel
Task
#
D
Technical Operations
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
Responsibility Project HEC
Remarks Project HEC
D - Basic Operations
OP1
OP2
OP3
OP4
Event detection and notification ("monitoring")
Perform monitoring of alert console(s) for event notification
Detect events per monitoring requirements
SAP responsible to perform/deliver
SAP responsible to perform/deliver
monitoring requirements are defined based on HEC Roles & Responsibilities
and SLAs
Log events
React to events according to event notification and escalation procedures
SAP Version Upgrades
Develop upgrade work plan
Preparations, checks
Execute prepare
Perform database extensions
SAP responsible to perform/deliver
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
provided as one-time service at additional costs, no possibility for customer to perform
provided as one-time service at additional costs, no possibility for customer to perform
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
provided as one-time service at additional costs, no possibility for customer to perform
OP18
Release open repairs prior to upgrade
Upgrade database
Perform SAP Hosted Software technical upgrade
Modification adjustments (SPDD, SPAU)
Test application upgrade
Perform functional changes to custom objects and application
Test of basis functionality
SAP Security Management
Definition, maintenance, review and audit of roles, profiles, authorizations etc.
Administration of customer users (e. g. user creation, change, deletion, maintenance
of user profiles, roles, authorizations, master data and passwords)
Maintain user profiles, roles,authorizations,master data and passwords in client 000
OP19
Provide access to client 000 for customer
SAP responsible to perform/deliver
OP5
OP6
OP7
OP8
OP9
OP10
OP11
OP12
OP13
OP14
OP15
OP16
OP17
OP20
OP21
OP22
OP23
Homogeneous system copy
Homogeneous system copy (Planning, preparations, checks, database backup,
database restore, technical post processing tasks, test of technical system
functionality)
Post processing tasks (application)
Test of application
Change Control
Application customizing, configuration, maintenance, support and troubleshooting
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
provided as one-time service at additional costs, no possibility for customer to perform
provided as one-time service at additional costs, no possibility for customer to perform
increased infrastructure consumption will lead to an increased service fee
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
Restricted, predefined profile only; limited set of users provided; service
provided on request only
for systems already located in HEC
provided as one-time service at additional costs, no possibility for customer to perform
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
OP24
OP25
Planning of change requests
Apply SAP Notes to SAP hosted software system (notes required to fix application
related issues)
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
OP26
Apply SAP Notes to SAP Hosted Software system (notes required to fix issues related
to technical SAP components)
SAP responsible to perform/deliver
dependent on criticality of repair and only, if no appropriate Support Package
is available; delineation between "application" and "technical" is defined by the
HEC Roles & Responsibilities document; fixing issues that fall into the
responsibility of SAP HEC per the R&R, are considered "technical" and notes
would be applied as defined in the respective task. The topic area of the
respective note can only serve as a rough indicator, since only a subset of BC* topic areas are covered by the HEC standard service. The two areas, where
the HEC service mostly applies are BC-CST and BC-DB
OP27
OP28
Import of SAP language packages
Implementation of patches for system software running on OS level, e. g. SAP kernel
SAP responsible to perform/deliver
SAP responsible to perform/deliver
Inital import only; ongoing maintenance, e. g. fillup jobs, not included
May require additional system downtime
OP29
Output Management
Create, change and delete printers within SAP solution
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP would only support printer types contained in SAP published guidelines
OP30
OP31
OP32
OP33
OP34
OP35
Analyze faulty output requests (transaction SP01)
Reorganize SAP spool system to keep system clean
Design and implementation of print forms
Lock/unlock SAP printers
Check spooler table consistency to prevent printing issues
Configuration of virtual spool (load balancing between spool processes)
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
OP36
Troubleshooting technical spool- and print-problems (within the SAP system)
SAP responsible to perform/deliver
delineation between "application" and "technical" is defined by the HEC Roles
& Responsibilities document; fixing issues that fall into the responsibility of
SAP HEC per the R&R, are considered "technical" and notes would be
applied as defined in the respective task. The topic area of the respective
note can only serve as a rough indicator, since only a subset of BC-* topic
areas are covered by the HEC standard service. The two areas, where the
HEC service mostly applies are BC-CST and BC-DB
via SAP standard batch job
via SAP standard batch job
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
Problems caused outside the SAP system/solution scope need to be solved
by the customer
8 of 17
#
OP37
OP38
OP39
Task
Proactive services
Analyze SAP EarlyWatch Alert reports for findings and recommendations regarding
aspects within the service scope of SAP HEC (technical operations)
Prepare SAP service sessions session by maintaining RTCCTTOOL
D
Technical Operations
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
Responsibility Project HEC
Remarks Project HEC
not offered
not offered
not offered
OP40
Analysis of service sessions performed on systems operated in SAP HEC for findings
and recommendations regarding aspects within the service scope of SAP HEC
(technical operations)
Implementation of results of SAP service sessions
OP41
OP42
OP43
OP44
Identify end-user performance problems
Provide application performance analysis (e.g. ABAP)
Monitor critical business transactions
Review and optimize customer code to improve system performance and stability
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
OP45
Analyze EarlyWatch reports and provide recommendations for changes related to
SAP application (outside technical operations scope of HEC standard service)
not offered
OP46
Setup and ongoing operations of data archiving to control data growth and database
size
System Installation
Installation of solution landscape as specified in the SoW, based on SAP and HEC
standards and best-practices
not offered
Technical configuration (installation post-processing) of installed systems (e. g.
scheduling of standard batch jobs, backup etc.)
Integration of installed systems into SAP HEC operations environment
Enablement of HEC system monitoring
Integration of system with other systems and applications
Setup monitoring with Customer Solution Manager located in HEC
SAP responsible to perform/deliver
OP49
OP50
OP51
OP52
OP53
Application configuration (post-installation configuration) of installed systems
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
OP47
OP48
not offered
SAP responsible to perform/deliver
If the new system is set up as a copy of an already existing system in HEC,
then this is covered by the general setup and there will be no additional
charge for a "system copy". This does not apply for the onboarding of
systems into HEC, which are handled separately as part of the "Onboarding
and Migration" service
Scope is determined by general roles and responsibilities as specified in the
HEC Service catalogue
SAP responsible to perform/deliver
SAP responsible to perform/deliver
customer responsible to perform/deliver, can't be delegated to SAP
provided as optional service at additional costs, no possibility for customer to perform
9 of 17
setup of monitoring agents, configuration; not including work to be done inside
the customers Solution Manager System itself
SAP delivers systems which are technically configured on SAP NetWeaver
level and ready to be operated. Any solution (e. g. SAP BW, SAP CRM, SAP
EP) or customer specific configuration task is not included and must be
performed by the customer
Task
#
OP54
OP55
OP56
OP57
OP58
Disaster Recovery
Implement disaster recovery setup according to architecture blueprint and contractual
specifications
Develop disaster recovery procedures (data center and tech system infrastructure
only)
Ongoing management of disaster recovery architecture: monitoring of data replication
to secondary site including troubleshooting
Ongoing management of disaster recovery architecture: maintenance and change
management for systems at secondary site to ensure system consistency including
troubleshooting
Develop and maintain disaster recovery procedures for those areas and aspects of
the service which are in customer responsibility (application layer, customer
infrastructure, connectivity to HEC, interfaces, organizational measures and processes
etc.)
D
Responsibility Project HEC
Remarks Project HEC
not offered
not offered
not offered
not offered
Execute Disaster Recovery Tests (data center and technical system infrastructure
only)
not offered
OP60
Execution of productive failover in case of an officially declared disaster
not offered
OP61
Execute Disaster Recovery Tests (application layer, customer infrastructure,
interfaces, organizational measures etc.)
Management of Wide Area Network
Provide network infrastructure at customer data center/site
Provide network infrastructure at SAP data center to connect telco equipment
provided by customers
Determine appropriate size and purchase network connection between customer and
HEC sites; manage telecommunication provider/ISP
not offered
OP64
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
not offered
OP59
OP62
OP63
Technical Operations
customer responsible to perform/deliver, can't be delegated to SAP
SAP responsible to perform/deliver
Per SAP Guidelines, customer must ensure compatible network infrastructure
at own site
customer responsible to perform/deliver, can't be delegated to SAP
E - NetWeaver ABAP Operations
AO1
AO2
General Operations
Availability monitoring of SAP instance
Troubleshooting of SAP instance in case of technical issues
SAP responsible to perform/deliver
SAP responsible to perform/deliver
AO3
AO4
AO5
Analyze SAP system log and fix technical failures included in scope of services
Monitor SAP processes to avoid system operations issues
Monitor update processes within SAP software to avoid system operations issues
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
AO6
Analyze update terminations, decide about business impact and appropriate reaction
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
AO7
AO8
AO9
AO10
Clean up terminated updates
Analyze lock entries, decide about business impact and appropriate reaction
Check/clear lock entries
Check for ABAP dumps to detect serious system issues
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
not offered
AO11
Administer SAP Logon Groups
SAP responsible to perform/deliver
AO12
Troubleshoot SAP system performance issues
not offered
AO13
AO14
AO15
Maintain SAP system profile parameters
Implement/update tools to ensure readiness for SAP support services
Archiving (definition of archiving strategy, execution and monitoring of archiving
process)
Management of Web Service Runtime
Configure technical RFC connections (TA SM59) to systems managed by SAP
SAP responsible to perform/deliver
SAP responsible to perform/deliver
customer responsible to perform/deliver, can't be delegated to SAP
Configure RFC connections (TA SM59) to technical systems managed by the
customer and any application-related RFC connection
SAP Client Operations
Copy, Delete client within one SAP System (including analysis and resolution of
technical issues)
customer responsible to perform/deliver, can't be delegated to SAP
AO16
AO17
AO18
AO19
for technical issues only; application related problems must be resolved by
the customer
May require customer assistance
SAP informs customer of update process problems; RCA methods provided
by SAP Enterprise Support may be used to find application related root
causes for updates
with regards to application issues and impact
The customer may perform this activity; if SAP is requested to perform the
task, the design/definition has to be provided by customer
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
SAP responsible to perform/deliver
provided as one-time service at additional costs, no possibility for customer to perform
10 of 17
technical RFC connection = generic RFC connection required for all HEC
based systems, e. g. for HEC monitoring configuration
300GB upper limit, above that threshold, only system copies are performed
because of technical restrictions
Technical Operations
#
AO20
AO22
AO23
AO24
AO25
AO26
Task
Perform client export/import between SAP systems (including analysis and resolution
of technical issues)
Investigate and resolve functional errors (application, database tables/fields, etc.)
Interface Administration
Creation, execution, monitoring and troubleshooting of batch input sessions
Configuration, monitoring and troubleshooting of interfaces and interface related
functions (e. g. IDOCs, interface scripts and jobs, qRFC/tRFC/bgRFC, ALE scenarios
etc.)
Job Scheduling
Schedule (via SM36 --> standard jobs), check and monitor standard SAP system
batch jobs to facilitate best-practice housekeeping of SAP system
Administration of application batch jobs:
- Define production job schedule and dependencies based on business requirements
- Job scheduling
- Job monitoring
- Verify results for job completion and accuracy
- Troubleshooting
- Adjust schedule to account for failures and delays
D
Responsibility Project HEC
provided as one-time service at additional costs, no possibility for customer to perform
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
Per SAP guidelines as defined in SAP note 16083; additional SAP standard
jobs to be reviewed and agreed with customer
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
AO28
AO29
AO30
Execute transports to move objects between SAP systems
Troubleshooting SAP Transport Management System
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
AO31
AO32
Address functional transport problems
Apply SAP Support Packages to implement latest software updates in the systems
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
AO33
Apply recommended SAP Enhancement Packages to apply latest improvements and
additional functionality in the systems
Adjustment of repository objects as part of software changes
Test and acceptance of object changes
provided as one-time service at additional costs, no possibility for customer to perform
AO34
AO35
Remarks Project HEC
300GB upper limit, above that threshold, only system copies are performed
because of technical restrictions
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
Change Control
Configure and maintain SAP Transport Management System (STMS), setup of
transport routes
Transfer and release of transport orders
AO27
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can't be delegated to SAP
11 of 17
Before importing critical transports the customer should inform SAP and
perform the transport as a scheduled activity
only for technical transport problems, not related to problems due to the
content of the transports, e. g. locked objects
customer responsible for content of transports
May require additional system downtime
Technical Operations
Task
#
D
Responsibility Project HEC
E - SAP J2EE Operations
AJ1
SAP responsible to perform/deliver
AJ2
AJ3
SAP J2EE: adjust/configure Java applications
Patch SAP J2EE to keep software level up-to-date
customer responsible to perform/deliver, can't be delegated to SAP
SAP responsible to perform/deliver
for technical issues only; application related problems must be resolved by
the customer
F - Server Provisioning (aka IaaS)
SP6
SP7
SP8
SP9
SP10
Security Planning
Provide application communication requirements
Determine communication and security requirements
Create and maintain security policies
Determine security strategy and implementation plans
Monitor and assess security strategies
Hardware Operations
Maintain valid vendor maintenance agreements as needed
Use vendor proactive support capabilities to help identify potential failures
Schedule hardware maintenance (for hardware failures and planned modifications
Remarks Project HEC
Please check relevant sections (e. g. SAP PI, SAP EP for product specific
R&R)
SAP J2EE
Troubleshooting of SAP J2EE in case of technical issues
SP1
SP2
SP3
SP4
SP5
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
May require additional system downtime
Service to provide server platform, e. g. to install and run 3rd party
applications (IaaS); does no apply to server infrastructure used to run the
SAP system landscape
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SP11
Schedule hardware/equipment maintenance as recommended by vendors
Monitor hardware
Server Management
Sizing of server infrastructure
SP12
SP13
SP14
Provide server infrastructure
Provide licenses for OS
Basic operating system installation
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SP15
Installation of OS patches and security updates
customer responsible to perform/deliver, can't be delegated to SAP
SP16
Installation of antivirus software and patterns updates
customer responsible to perform/deliver, can't be delegated to SAP
SP17
Antivirus software licenses
customer responsible to perform/deliver, can't be delegated to SAP
SP18
SP19
SP20
SP21
Perform scheduled startup/shutdown of hardware
Restart the hardware after failure
Define hardware monitoring requirements
Define operating system monitoring requirements
Storage Management
Manage disks per standards
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
customer responsible to perform/deliver, can't be delegated to SAP
on hypervisor level
no OS monitoring in scope
SAP responsible to perform/deliver
only initial setup and management of NAS storage; capacity as contracted
SP23
SP24
Manage data files/file systems
Request storage area size/ size extensions for the backup storage area.
Select and execute backup according to application/ customer needs and store
backup data into the designated backup storage area. Ensure housekeeping of the
backup storage area.
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
SP25
Provide an NFS or SMB share as backup storage area to allow storage of customer
defined backups. Backup storage area sizing is done based on customer input as
contracted.
Scale storage capacity
Application Management
Define application requirements
Provide customer specific application licenses
SAP responsible to perform/deliver
Application installation
Application operations
Installation of patches and security updates
Application monitoring
Disaster Recovery
Provide VM and related storage in the secondary Data Center. Provide full access
privileges (root access) to the VM.
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
SP22
SP26
SP27
SP28
SP29
SP30
SP31
SP32
SP33
customer responsible to perform/deliver, can't be delegated to SAP
SAP responsible to perform/deliver
Virtual machines provided as specified in the SOW/Order Form; customer
has to ensure that sizing is accurate and provided VMs fulfil the requirements
of the intended use case
Licenses will be provided and charged by SAP
supported OS:
SUSE LINUX (most up-to-date version)
MS Windows Server (most up-to-date version)
Server will be shipped with the latest available security patch level, after hand
over customer is responsible for updates; a delegation to SAP could become
possible after the implementation of a changed infrastructure concept,
however there is no confirmed timeline available
Customer is responsible for Antivirus installation and virus pattern updates on
a daily basis; a delegation to SAP could become possible after the
implementation of a changed infrastructure concept, however there is no
confirmed timeline available
a delegation to SAP could become possible after the implementation of a
changed infrastructure concept, however there is no confirmed timeline
available
increase storage capacity on customer request; additional fees apply
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
not offered
12 of 17
Customer has to make sure that they hold valid licenses to run the installed
software in an environment such as SAP HEC
customer is responsible for software lifecycle management
#
SP34
Task
Setup application on the dedicated VM in the secondary Data Center. Configure file
system replication between primary and the secondary Data Center across the
customer WAN network. Monitor the replication status and perform necessary
operation activities. D
Technical Operations
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
Responsibility Project HEC
Remarks Project HEC
not offered
13 of 17
Task
#
D
Technical Operations
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
Responsibility Project HEC
Remarks Project HEC
F - Partner Add-Ons
Partner Add-Ons
PA1
PA2
PA3
PA4
PA5
Installation
Configuration
Application monitoring
Patching
Application troubleshooting including engagement with the partners support
organization
Customer has to ensure proper licensing of the respective add-on for
HEC
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
F - Business Connector
BC1
BC2
BC3
BC4
Operations
Monitoring of availability and backend connection
Troubleshooting of technical issues
Applying BC patches
Reorganization of Message Store
CP1
CP2
CP3
CP4
CP5
CP6
Operations
Determine initial data load procedure
Perform initial data load procedure
CO-PA customizing
Setup DB connection to HANA
Setup CO-PA Jobs for data replication
Monitor CO-PA Jobs for data replication
DS1
DS2
DS3
DS4
DS5
DS6
DS7
DS8
DS9
DS10
DS11
DS12
DS13
DS14
Operations
Start/Stop DS and BOE Services related to contractual SLAs
Update DS & BOE database software and client
Create/modify users for DS
User & Rights Management
Create/Modify Data Services jobs
Schedule Data Services jobs
Create/Configure database connections for DS (e.g. ODBC)
Monitor jobs
Repository backup DS & BOE
Delete batch job history
Verify that job and access servers are running
Remove obsolete repository contents
Troubleshooting Issues with DS Jobs
Execute performance tuning
SC1
SC2
SC3
SC4
SC5
SC6
SC7
SC8
SC9
SC10
Operations
Technical installation of SCIC
Initial setup & configuration of SCIC
Setup initial SCIC of source system
Setup LiveCache replication jobs in source system
Start/stop SCIC
Monitor LiveCache replication jobs in customer system
Lifecycle management of SCIC (OS Patches / Support Packages)
Create custom KPIs
Manage end users with HANA studio
Availability monitoring of SCIC
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
application related problems must be resolved by the customer
may require additional system downtime
service provided only during office hours
F - SAP CO-PA Accelerator
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
in ERP backend system; SAP to assist on customer request
in ERP backend system; SAP to assist on customer request
in ERP backend system; SAP to assist on customer request
F - Data Services
SAP responsible to perform/deliver
SAP responsible to perform/deliver
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
not offered
Downtime may be required
F - SCIC Operations
SAP responsible to perform/deliver
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
e.g. setup of secondary database connection / RFC
not valid for customer source system
URL-based - if Logon Screen appears, system is considered as available
F - SAP BI4.X
BI1
BI2
Operations
Monitoring BO Services with optimal performance
Monitoring size of the Business Objects installation folders (Logging, Data, FileStore)
SAP responsible to perform/deliver
SAP responsible to perform/deliver
BI3
BI4
BI5
BI6
BI7
BI8
BI9
BI10
BI11
Backup (Full content backup / BIAR backup)
Scan / Repair and compact all repository errors
Cleanup Tomcat cache
Cleanup Web Intelligence cache
Cleanup log files
Cleanup empty directories created for Repository Diagnostic Tool
Restart Web Application Server
Upgrade/Patching BO Server
Program Object Actions: Import and Execution
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
customer responsible to perform/deliver, can't be delegated to SAP
F - SAP PI
SAP PI Implementation
14 of 17
Customer is responsible for the results of actions which may impact Server
Software including Application Software and OS Components, and which will
impact defined SLA's or result in violations to defined Service Conditions
#
Task
D
Technical Operations
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
Responsibility Project HEC
Remarks Project HEC
PI1
PI2
PI3
Installation of adapters and software components provided by SAP
Installation of adapters provided by external partners
Configuration of the required system connections to partner systems
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
PI4
PI5
PI6
PI7
PI8
PI9
PI10
PI11
SAP PI Operations
Basic PI monitoring
Monitor application-specific PI functions, e. g. messaging, queues etc.
Monitor the message processing in PI (success & performance)
Monitor communication channels, queues, backlogs of PI (AEX)
Monitor BPM processes (success & performance)
Configure adapters
Deal with incorrect messages
Archiving of messages
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
PI12
Configuration and documentation of PI integration scenarios, development of
message mappings
Change and Release Management: PI transports
Role/authorization maintenance (except SAP & initial customer administrator role)
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
PI25
Create and maintain configuration standards and development guidelines, e.g. naming
conventions
Update/upgrade planning, and execution until update of regression testing
Security: client certificate maintenance for external partners
Maintain users and roles/authorizations (except for the SAP & initial customer
administrator role)
Plan, setup and monitor housekeeping of PI / BPM / AEX
Plan, setup and monitor archiving of PI messages
AdjustPO / PI / AEX parameterization and configuration
Maintain client certificate for external partners
Maintain the system landscape directory (SLD)
Apply SAP basic application content update to the Enterprise Service Repository
(ESR)
Handle errors and analyze root cause for incorrect message processing in PI (AEX)
PI26
PI27
PI28
Check PI / PO / AEX readiness after changes (upgrades, patches, notes)
Configure the required system connections to partner systems
Transport management of PI objects
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
PI13
PI14
PI15
PI16
PI17
PI18
PI19
PI20
PI21
PI22
PI23
PI24
Must provide adapter software and licenses
Time&Material basis for changes in network setup (routers, firewalls access
lists). Customer must provide network connections to target systems.
Technical system monitoring only excluding PI specific functions
The customer must eventually consider the need to archive/delete of old
messages. Archiving solution or disk space not included.
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
15 of 17
Related to PI scenarios
Task
#
D
RT1
RT2
F - Real Time Offer Management
Operations
Start/Stop RTOM Services
Apply RTOM patches
SAP responsible to perform/deliver
SAP responsible to perform/deliver
RT3
RT4
Monitoring availability, connectivity to DB and CRM system
Troubleshooting
SAP responsible to perform/deliver
SAP responsible to perform/deliver
Technical Operations
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
Responsibility Project HEC
Remarks Project HEC
Downtime required if RTOM service runs < 2 nodes, and in all cases when
DB schema should be changed/upgraded.
availability, connectivity (to DB / CRM)
for technical issues only; application related problems must be resolved by
the customer
EP20
EP21
F - Enterprise Portal
Operations
Monitoring application services for Portal, Unifiers, Unification Server, PCD, TREX,
CM, Database, SAP J2EE, IIS, and ITS
Maintain Portal, Unifiers, Unification Server, PCD, TREX, CM, Database, SAP J2EE,
IIS, and ITS
Maintain LDAP (Novell, ADS, Iplanet and others)
Analyze Portal System logs and revise failures occurred
System landscape maintenance, connection of external systems – e.g. SAP
Definition of data source
User mapping
Role/Channel/iPanel allocation
Content administration
Set-up and maintain Portal user master data
Lock and delete portal user master data
Release locked portal users
Define and change licensee specific portal authorization profiles
Administer Content Repository
Administer TREX indices
Administer Taxonomies
Monitoring of status of TREX queues
Delete faulty documents in TREX queues
Implement patches for: Portal, CM, TREX, Unification Server, SAP Unifier, Java
Servlet Engine
Customize, upgrade POE including all components
Monitor iViews
EP22
EP23
Upgrade of pages, roles, static html content
Monitoring and maintenance of Java services
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
EP24
EP25
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
IQ17
IQ18
IQ19
IQ20
Define and implement security concept for application
Define and implement infrastructure security concept
F - Sybase IQ (used as data persistency for NLS or 3rd party archiving solutions)
Database Installation/Configuration
Checking/preparing system requirements (BW Release, SAP Notes, Source/target
setup)
Installing Sybase IQ database
Initial configuration / parameter settings
Security Settings
Setup Monitoring
Initialize connection between BW/NLS and Sybase IQ
Database Operations
Start/stop database
Database capacity management
Reorg/Statistic update
dbcc (database consistency check)
Troubleshooting of technical database issues
Setup backup
Restore backup
Monitor database connection
Lifecycle Management
Installation of database patches
Upgrade of database version
Application
Create/schedule/restore data archiving requests
Query handling
Installing partner add-ons in backend systems
Server provisioning for the archiving solution server
IQ21
Installation of partner software
customer responsible to perform/deliver, can't be delegated to SAP
IQ22
IQ23
Configuration of partner software
Managed services for partner software (issue handling)
F - SNC Operations
Installation and Configuration
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
EP1
EP2
EP3
EP4
EP5
EP6
EP7
EP8
EP9
EP10
EP11
EP12
EP13
EP14
EP15
EP16
EP17
EP18
EP19
IQ1
IQ2
IQ3
IQ4
IQ5
IQ6
IQ7
IQ8
IQ9
IQ10
IQ11
IQ12
IQ13
IQ14
IQ15
IQ16
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
SAP monitors application services only; customer responsible to monitor
portal content
SAP installs basic SAP Enterprise Portal only
SAP to inform customer of required assistance
Per agreement with SAP, port connection required
May require additional downtime
Set J2EE passwords, configure Java port, add service packs
Monitor server for uptime and being available only; includes iViews, roles,
pages
Licensee responsible to develop new java services, and to customize existing
java services
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
customer must check it from BW side
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
SAP responsible to perform/deliver
customer must check connection from BW side
SAP responsible to perform/deliver
SAP responsible to perform/deliver
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
customer responsible to perform/deliver, can't be delegated to SAP
SAP responsible to perform/deliver
16 of 17
if partner solution requires extra server; refer to Server Provisioning section in
this document for details
customer has to make sure, that they hold valid licenses to run the installed
software in an environment such as the SAP HEC
#
SN1
SN2
SN3
SN4
SN5
Task
D
Technical Operations
HEC_Roles__Responsibilities_APR2015_FINAL.xlsx
Responsibility Project HEC
Remarks Project HEC
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
PP1
PP2
PP3
PP4
PP5
PP6
PP7
PP8
Configuration & customization of SNC
Application specific monitoring (e.g. CIF, qRFC, application log)
Mail server configuration in NetWeaver
Maintain allowed senders e-mail addresses for file upload
Monitoring of mail traffic
Restrictions
cFolders functionality
SAP Event Management functionality
Microblog functionality
F -PPM Operations
Installation and Configuration
Application specific monitoring (e.g. CIF, qRFC, application log)
Definition of Security Lists for Office Controls
Activating HTTP-Based Document Management
MS Project Integration
Mail server configuration in NetWeaver
Maintain allowed senders e-mail addresses for file upload
Monitoring of mail traffic
Manual Periodic Tasks for Project Management and Portfolio Management
PP9
Schedule Periodic Tasks for Project Management and Portfolio Management
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
SN6
SN7
SN8
provided as optional service at additional costs, no possibility for customer to perform
provided as optional service at additional costs, no possibility for customer to perform
provided as optional service at additional costs, no possibility for customer to perform
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can't be delegated to SAP
customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis
17 of 17
only covered if explicitly stated as part of the SOW/Order Form
only covered if explicitly stated as part of the SOW/Order Form
only covered if explicitly stated as part of the SOW/Order Form
Described Manual Periodic Tasks for Project Management and Portfolio
Management defined in the Technical Operations Manual for PPM 6.0
Described Schedule Periodic Tasks for Project Management and Portfolio
Management defined in the Technical Operations Manual for PPM 6.0.
Scope for the Period Tasks must be defined in base project because some
tasks are scenario dependent.