hec for production roles and responsibilities nov 2013

April 17, 2014

SAP HANA Enterprise Cloud

Production Cloud - Roles & Responsibilities

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Technical Operations HEC_Roles_&_Responsibilities_MAR2014.xlsx

Task Responsibility Remarks

SM_1.0.00 A - Service ManagementSM_1.1.00 Account Management

SM_1.1.01 Planning and service review meetings (as required) SAP responsible to perform/deliver

SM_1.1.02 Capacity management of the system landscape, monitoring and reporting of

resource usage (e. g. storage capacity, memory and CPU) to prevent operational

issues

SAP responsible to perform/deliver

SM_1.1.03 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

SAP responsible to perform/deliver as needed, max 1 per quarter; service provided only during office hours

SM_1.1.04 Escalation management SAP responsible to perform/deliver

SM_1.1.05 Review/suggestions when encountering a high support volume related to HEC SAP responsible to perform/deliver service provided only during office hours

SM_1.2.00 Service Request Management - Technical Support

SM_1.2.01 Use defined tracking system to enter and update technical requests customer responsible to perform/deliver, can't be delegated to SAP Change Requests or Change Orders subject to process defined in

Agreement

SM_1.2.02 Receive requests from request tracking system SAP responsible to perform/deliver

SM_1.2.03 Assess request criticality, effort required and approvals required SAP responsible to perform/deliver

SM_1.2.04 Coordinate request approval with appropriate functions SAP responsible to perform/deliver

SM_1.2.05 Notify requester of approval or rejection SAP responsible to perform/deliver

SM_1.2.06 Coordinate request scheduling SAP responsible to perform/deliver

SM_1.2.07 Notify user of request completion and confirm satisfaction SAP responsible to perform/deliver

SM_1.2.08 Close request SAP responsible to perform/deliver

SM_1.3.00 Event detection and notification ("monitoring")

SM_1.3.01 Monitor console for event notification SAP responsible to perform/deliver

SM_1.3.02 Detect events per monitoring requirements SAP responsible to perform/deliver monitoring requirements are defined based on service catalogue and SLAs

SM_1.3.03 Log events SAP responsible to perform/deliver

SM_1.3.04 React to events according to event notification and escalation procedures SAP responsible to perform/deliver

SM_1.3.05 Monitor the success/failure of the startup/shutdown processes SAP responsible to perform/deliver

SM_1.3.06 Monitor backup processes SAP responsible to perform/deliver

SM_1.4.00 OSS management

SM_1.4.01 Create/modify/delete OSS user customer responsible to perform/deliver, can't be delegated to SAP

SM_1.4.02 Assign authorizations customer responsible to perform/deliver, can't be delegated to SAP

SM_1.4.03 Request developer keys for admin purposes (e. g. implementation of patches) SAP responsible to perform/deliver

SM_1.4.03 Request developer keys for customer personell customer responsible to perform/deliver, can't be delegated to SAP

SM_1.4.04 Request and manage object keys customer responsible to perform/deliver, can't be delegated to SAP

SM_1.5.00 Incident Management

SM_1.5.01 Qualification and prioritization of the incidents SAP responsible to perform/deliver

SM_1.5.02 Operate Call Center receiving incidents 24x7x365 SAP responsible to perform/deliver 24x7 support only in English language, local languages where available

during business hours and explicitely agreed with the customer

SM_1.5.03 Initiate incident resolution - prioritize, assign resources SAP responsible to perform/deliver

SM_1.5.04 Coordinate request approval with appropriate functions SAP responsible to perform/deliver

SM_1.5.05 Track incident resolution progress SAP responsible to perform/deliver

SM_1.5.06 Escalate incidents as required according to documented procedures and criteria SAP responsible to perform/deliver SAP to provide escalation procedures and criteria to customer

SM_1.5.07 Determine incident resolution or work-around solution SAP responsible to perform/deliver

SM_1.5.08 Test solution SAP responsible to perform/deliver

SM_1.5.09 Notify customer of resolution SAP responsible to perform/deliver

SM_1.5.10 Sign off solution and confirm incident customer responsible to perform/deliver, can't be delegated to SAP

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INFRA_1.0.00 B - Infrastructure 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

INFRA_1.1.00 Physical Site Management

INFRA_1.1.01 Test environmental control plans periodically SAP responsible to perform/deliver service provided only during office hours

INFRA_1.1.02 Manage physical site SAP responsible to perform/deliver

INFRA_1.2.00 Network Management

INFRA_1.2.01 Supervise remote connection between the hosted system landscape and SAPs

support infrastructure

SAP responsible to perform/deliver Service initiated after formal transition to SAP

INFRA_1.2.02 Monitor wide area network up to the customer demarc to SAP, usually external

perimeter of HEC datacenter

SAP responsible to perform/deliver customer responsible for WAN part between demarc and his corporate

netweork

INFRA_1.3.00 Security Planning - Site Security

INFRA_1.3.01 Determine security requirements SAP responsible to perform/deliver

INFRA_1.3.02 Create and maintain security policies SAP responsible to perform/deliver

INFRA_1.3.03 Determine security strategy and implementation plans SAP responsible to perform/deliver

INFRA_1.3.04 Generate and disseminate reports on security plans SAP responsible to perform/deliver

INFRA_1.3.05 Monitor and assess security strategies SAP responsible to perform/deliver

INFRA_1.4.00 Hardware Operations

INFRA_1.4.01 Maintain valid vendor maintenance agreements as needed SAP responsible to perform/deliver For SAP managed equipment; as required to support overall system SLA

INFRA_1.4.02 Use vendor proactive support capabilities to help identify potential failures SAP responsible to perform/deliver For SAP managed equipment

INFRA_1.4.03 Schedule hardware maintenance (for hardware failures and planned modifications) SAP responsible to perform/deliver For SAP managed equipment

INFRA_1.4.04 Schedule hardware/equipment maintenance as recommended by vendors SAP responsible to perform/deliver For SAP managed equipment

INFRA_1.4.05 Operational hardware monitoring (availability, critical operations parameters) SAP responsible to perform/deliver

INFRA_1.4.06 Monitor disk capacity SAP responsible to perform/deliver Subject to additional fees for additional capacity

INFRA_1.4.07 Monitor server capacity SAP responsible to perform/deliver Subject to additional fees for additional capacity

INFRA_1.4.08 Monitor network utilization SAP responsible to perform/deliver

INFRA_1.4.09 Infrastructure/Hardware/system requests; Execute change requests as required for

hardware upgrades, additions etc.

SAP responsible to perform/deliver Subject to reasonable lead time, Customer to provide request via tracking

system with sufficient detail; additional fees may apply; service provided

only during office hours

INFRA_1.4.11 Dynamically scale compute capacity (Memory & CPU); feasibility depending on

system architecture and used software application

SAP responsible to perform/deliver increased resource consumption leads to additional fees as contractually

agreed

INFRA_1.5.00 Storage Management

INFRA_1.5.01 Manage data files, file systems, and disks per standards SAP responsible to perform/deliver

INFRA_1.5.02 Dynamically scale storage capacity; feasibility depending on system architecture

and used software application

SAP responsible to perform/deliver increased resource consumption leads to additional fees as contractually

agreed

INFRA_1.6.00 Operating System

INFRA_1.6.01 Create and maintain OS users as necessary SAP responsible to perform/deliver SAP access only, no privileged access to operating system by customer

INFRA_1.6.02 Maintain groups of users SAP responsible to perform/deliver SAP access only, no privileged access to operating system by customer

INFRA_1.6.03 Provide non-privileged access to OS (local users on individual OS instances) for

customer to install, configure, monitor and troubleshoot non-SAP software, e. g. job

management, output management or similar applications

SAP responsible to perform/deliver fully available in Q3/2014 with the implementation of HEC2.0 architecture;

installed software to be reviewed and approved by SAP; customer has to

ensure appropriate licensing supporting an installation in an cloud-like

environment like SAP HEC; if the installation requires privileged access,

SAP will assist with the installation; account will allow access to a restricted

set of file systems, requirements to be specified by the customer

INFRA_1.6.04 Report on security effectiveness periodically SAP responsible to perform/deliver Report on any potential issues or security breaches

INFRA_1.6.05 Configure OS parameters SAP responsible to perform/deliver

INFRA_1.6.06 Troubleshoot operating system problems, monitor system log and file systems SAP responsible to perform/deliver

INFRA_1.6.07 Work with vendor to resolve operating system issues SAP responsible to perform/deliver

INFRA_1.6.08 Monitoring swap- and page areas SAP responsible to perform/deliver

INFRA_1.6.09 Monitoring memory load SAP responsible to perform/deliver

INFRA_1.6.10 Cluster management SAP responsible to perform/deliver if part of solution as shown in the contract

INFRA_1.6.11 Apply patches to the operating system SAP responsible to perform/deliver

INFRA_1.6.12 Perform operating system upgrades SAP responsible to perform/deliver Must maintain compatibility of SAP software at minimum, subject to

approval for downtime by Customer

INFRA_1.7.00 System Startup/Shutdown

INFRA_1.7.01 Perform scheduled startup/shutdown of hardware and OS SAP responsible to perform/deliver

INFRA_1.7.02 Perform scheduled startup/shutdown of OS, for SAP software SAP responsible to perform/deliver Per SAP standard guidelines

INFRA_1.7.03 Restart the hardware/OS after failure SAP responsible to perform/deliver

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INFRA_1.8.00 Backup/Restore

INFRA_1.8.01 Perform Operating System backups, and file system backups SAP responsible to perform/deliver Per SAP standards, or specific terms of the Agreement

INFRA_1.8.02 Restore files from backup (not as a result of failures, if caused by the customer) provided as one-time service at additional costs, no possibility for customer to perform Per Customer request, additional charges apply

INFRA_1.8.03 Restore complete file system or incremental file system backup as needed after

system failures

SAP responsible to perform/deliver extra charges apply for restores caused by the customer

INFRA_1.8.04 Notify requestor that restoration has been completed SAP responsible to perform/deliver

INFRA_1.8.05 Notify users that restoration has been completed customer responsible to perform/deliver, can't be delegated to SAP

INFRA_1.8.06 Validate logical integrity and consistency of restored information customer responsible to perform/deliver, can't be delegated to SAP

INFRA_1.8.07 Test backup/restore procedures periodically SAP responsible to perform/deliver Per SAP Guidelines and SAP standards; service provided only during office

hours

INFRA_1.8.08 Roll forward from the archive logs after a restore SAP responsible to perform/deliver

INFRA_1.9.00 Infrastructure Integration

INFRA_1.9.01 Integration of customer LDAP SAP responsible to perform/deliver

INFRA_1.9.02 Integration of customer Active Directory provided as one-time service at additional costs, no possibility for customer to perform

INFRA_1.9.03 Implementation of Single Sign On customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

INFRA_1.9.04 Provide access to systems/ressources within customer infrastructure customer responsible to perform/deliver, can't be delegated to SAP If required to fulfil agreed contractual obligations

INFRA_1.9.05 DNS coupling DNS coupling is not offered

INFRA_1.10.00 File transfer capabilities

INFRA_1.10.01 Provide CIFS (aka Samba) share on LINUX provided as one-time service at additional costs, no possibility for customer to perform

INFRA_1.10.02 Connect CIFS to customer Active Directory provided as one-time service at additional costs, no possibility for customer to perform

INFRA_1.10.03 User- and access management customer responsible to perform/deliver, can't be delegated to SAP

INFRA_1.10.04 Creation and maintenance of folder structure on shares SAP responsible to perform/deliver

INFRA_1.10.05 Ensure up-to-date anti virus protection on end user equipment connecting to the

provided shares

customer responsible to perform/deliver, can't be delegated to SAP

INFRA_1.10.06 Implement virus protection on server SAP responsible to perform/deliver

INFRA_1.10.07 Backup of data on shares customer responsible to perform/deliver, can't be delegated to SAP customer must ensure that data which get uploaded to the CIFS shares are

kept and properly secured at his end; the shares itself are not backed up

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HANA_1.0.00 C - Database ManagementHANA_1.1.00 SAP HANA

HANA_1.1.01 Plan and perform file system extensions for e.g. backup activities SAP responsible to perform/deliver

HANA_1.1.02 Monitor database resource consumption (memory, CPU, storage) to detect issues in

technical operations

SAP responsible to perform/deliver the output feeds into capacity management; Recommendations for

optimization could be drawn out of SAP Enterprise Support services

HANA_1.1.03 Monitor table growth to proactively prevent operational issues and make sure, that

the service stays within the contractual sizing boundaries

SAP responsible to perform/deliver Recommendations for limitation of data growth could be drawn out of SAP

Enterprise Support services

HANA_1.1.04 Partition tables / rebalance tables SAP responsible to perform/deliver as a consequence of extensive table growth

HANA_1.1.05 Perform rowstore / column store migration SAP responsible to perform/deliver 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

HANA_1.1.06 Monitor database for technical issues; analyze and resolve technical database

failures


HANA_1.1.07 Cleanup HANA log and trace files (traces, statistic files etc.) to free up capacity and

keep HANA system clean and healthy


HANA_1.1.08 Maintain/change SAP HANA configuration parameters based on SAP standards and

recommendations

SAP responsible to perform/deliver including XS engine and other technical entities bundled with SAP HANA

HANA_1.1.09 Start/stop database SAP responsible to perform/deliver

HANA_1.1.10 Add an additional HANA node to increase HANA capacity provided as one-time service at additional costs, no possibility for customer to perform

HANA_1.1.11 Management of standby databases (HANA System Replication) for high availability SAP responsible to perform/deliver performed only for productive systems; only if standby databases are

explicitly shown as part of the solution in the contract. Not in scope for multi-

node setups

HANA_1.1.12 Update HANA database software and client; installing new SAP HANA revisions

into the system

SAP responsible to perform/deliver Additional Downtime may be required

HANA_1.1.13 Update & maintain SAP HANA Studio SAP responsible to perform/deliver Applies to the SAP HANA studio installed on SAP HEC side; the customer

might operate own SAP HANA studio instances for his purposes which he is

then responsible for

HANA_1.1.14 Implement / maintain additional SAP tools (e.g. SAP HANA Analytics Foundation

Browser)

SAP responsible to perform/deliver depending on customer requirements; only for tools in the HANA context

delivered by SAP, 3rd party tools not included

HANA_1.1.15 Identify, analyze and optimize expensive SQL-statements to improve application

performance

customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs Depending on availability of personnel

HANA_1.1.16 System troubleshooting, e. g. blocked transactions, to overcome issues and bring

SAP HANA back to normal state of operations


HANA_1.1.17 Create/modify users for HANA modeling in the SAP HANA studio customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

HANA_1.1.18 User, roles and permissions management for non technical users customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

HANA_1.1.19 User, roles and permissions management for technical users SAP responsible to perform/deliver

HANA_1.1.20 Perform database backups (regular full backups and log backups) SAP responsible to perform/deliver per HEC backup policy

HANA_1.1.21 Restore and recover SAP HANA after technical issues SAP responsible to perform/deliver restores on customer request at additional costs

DB_1.1.00 Database Management (other databases excluding SAP HANA)

DB_1.1.01 Monitor database resource consumption (memory, CPU, storage) to detect issues in

technical operations

SAP responsible to perform/deliver the output feeds into capacity management; Recommendations for

optimization could be drawn out of SAP Enterprise Support services

DB_1.1.02 Perform database extensions to increase database capacity SAP responsible to perform/deliver Dynamically scale storage capacity; increase consumption to be charged

according to contractual agreement

DB_1.1.03 Monitor table extension parameters to avoid issues SAP responsible to perform/deliver

DB_1.1.04 Monitor database for technical issues; analyze and resolve technical database

failures


DB_1.1.05 Schedule periodic statistical database collectors to generate statistical performance

data


DB_1.1.06 Reorganize database logs to free up space SAP responsible to perform/deliver

DB_1.1.07 maintain/change database parameters SAP responsible to perform/deliver based on vendor recommendations and best practices

DB_1.1.08 Start/stop database SAP responsible to perform/deliver

DB_1.1.09 Management of standby databases for high availability SAP responsible to perform/deliver performed only for productive systems; only if high availability is explicitly

shown as part of the solution in the contract

DB_1.1.10 Create and check optimizer statistics to maintain database performance SAP responsible to perform/deliver performed only for productive systems; service provided only during office

hours

DB_1.1.11 Perform upgrades of database software SAP responsible to perform/deliver Must maintain compatibility of SAP software at minimum, subject to

approval for downtime by customer

DB_1.1.12 Apply database patches SAP responsible to perform/deliver Additional Downtime may be required, and as approved by Customer

DB_1.1.13 Perform database backups (regular database and log backups) SAP responsible to perform/deliver per HEC backup policy

DB_1.1.14 Restore and recover database after technical issues SAP responsible to perform/deliver after technical issues; restores on customer request at additional costs

DB_1.1.15 Perform table/tablespace/database reorganizations to free up capacity and optimize

database usage

provided as one-time service at additional costs, no possibility for customer to perform additional downtime with customer approval

DB_1.1.16 Assist customer in optimizing SQL statements (indexes, selects etc.) for application

improvements

customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs Based on availability of personnel

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BASIC_1.0.00 D - Basic OperationsBASIC_1.1.00 SAP Version Upgrades

BASIC_1.1.01 Develop upgrade work plan customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

BASIC_1.1.02 Develop technical upgrade work plan provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.1.03 Preparations, checks customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

BASIC_1.1.04 Execute prepare provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.1.05 Perform database extensions provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.1.06 Release open repairs prior to upgrade customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

BASIC_1.1.07 Upgrade database provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.1.08 Perform SAP Hosted Software technical upgrade provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.1.09 Modification adjustments (SPDD, SPAU) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

BASIC_1.1.10 Test application upgrade customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

BASIC_1.1.11 Perform functional changes to custom objects and application customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

BASIC_1.1.12 Test of basis functionality provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.2.00 SAP Security Management

BASIC_1.2.01 Create new users (Central User Administration) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

BASIC_1.2.02 Maintain user profiles, master data, and passwords customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis SAP retains control of system users in client 000

BASIC_1.2.03 Add/Change/Delete/Lock/Unlock user master records customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

BASIC_1.2.04 Maintain activity groups customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

BASIC_1.2.05 Unlock users in SAP system customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

BASIC_1.2.06 Reset passwords customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

BASIC_1.2.07 Check authorizations customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

BASIC_1.2.08 Define overall security plan & profile requirements customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis System start-up, or new system only

BASIC_1.2.09 Develop and maintain custom profiles customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

BASIC_1.2.10 Support client audit requirements around security profiles customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

BASIC_1.2.11 Execute data security checks provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.2.12 Review of authorization concept and recommendation for improvement provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.2.13 Regular access checks SAP responsible to perform/deliver

BASIC_1.2.14 System auditing SAP responsible to perform/deliver performed only for productive systems; on request only; may impact

system performance; service provided only during office hours

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BASIC_1.3.00 Homogeneous system copy

BASIC_1.3.01 Planning provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.3.02 Preparations, checks provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.3.03 backup database provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.3.04 Adapt file system structure provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.3.05 restore database provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.3.06 Post processing tasks provided as one-time service at additional costs, no possibility for customer to perform on technical level, not including SAP application

BASIC_1.3.07 Post processing tasks (application) customer responsible to perform/deliver, can't be delegated to SAP

BASIC_1.3.08 Test of technical system functionality provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.3.09 Test of application customer responsible to perform/deliver, can't be delegated to SAP

BASIC_1.4.00 Heterogeneous system copy

BASIC_1.4.01 Planning provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.4.02 coordination with SAP / migration key provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.4.03 Preparations, checks provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.4.04 Export database provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.4.05 Migrate to new database/operating system version provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.4.06 Installation of new SAP kernel / DBMS software provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.4.07 Disk configuration provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.4.08 Import database provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.4.09 Post processing tasks provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.4.10 Test of basis functionality provided as one-time service at additional costs, no possibility for customer to perform

BASIC_1.4.11 Test of application customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

BASIC_1.5.00 Change Control

BASIC_1.5.01 application customizing, configuration, maintenance, support and troubleshooting customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

BASIC_1.5.02 Planning of change requests customer responsible to perform/deliver, can't be delegated to SAP

BASIC_1.5.03 Apply SAP Notes to SAP hosted software system (notes required to fix application

related issues)

customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs Based on availability

BASIC_1.5.04 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

BASIC_1.5.05 import of SAP language packages SAP responsible to perform/deliver

BASIC_1.5.06 Implementation of patches for system software running on OS level, e. g. SAP

kernel

SAP responsible to perform/deliver May require additional system downtime

BASIC_1.5.07 Unicode conversions provided as one-time service at additional costs, no possibility for customer to perform On request; only for single codepage systems; conversion of MDMP

systems need to be checked individually; requires additional downtime

BASIC_1.5.08 Perform dual stack splits provided as one-time service at additional costs, no possibility for customer to perform requires additional downtime

BASIC_1.6.00 Output Management

BASIC_1.6.01 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

BASIC_1.6.02 Analyze faulty output requests (transaction SP01) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Daily

BASIC_1.6.03 Reorganize SAP spool system to keep system clean SAP responsible to perform/deliver

BASIC_1.6.04 Design and implementation of print forms customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

BASIC_1.6.05 Lock/unlock SAP printers customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

BASIC_1.6.06 Check spooler table consistency to prevent printing issues SAP responsible to perform/deliver

BASIC_1.6.07 Configuration of virtual spool (loadbalancing between spool processes) SAP responsible to perform/deliver

BASIC_1.6.08 Troubleshooting spool- and print-problems (within the SAP system) SAP responsible to perform/deliver problems caused outside the SAP system need to be solved by the

customer;

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BASIC_1.7.00 Proactive services

BASIC_1.7.01 Analyze SAP EarlyWatch Alert reports for findings and recommendations regarding

aspects within the service scope of SAP HEC (technical operations)

SAP responsible to perform/deliver performed only for productive systems

BASIC_1.7.02 Prepare SAP service sessions session by maintaining RCCTTOOL SAP responsible to perform/deliver performed only for productive systems; activities which have to be

performed within the customers SAP Solution Manager are fully customers

responsibility

BASIC_1.7.03 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)

SAP responsible to perform/deliver performed only for productive systems

BASIC_1.7.04 Implementation of results of SAP service sessions SAP responsible to perform/deliver performed only for productive systems; only within contractual boundaries

and for areas of responsibility of SAP

BASIC_1.7.05 Identify end-user performance problems customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs performed only for productive systems; Subject roles and responsibilities

per Agreement

BASIC_1.7.06 Provide application performance analysis (e.g. ABAP) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs performed only for productive systems

BASIC_1.7.07 Monitor critical business transactions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

BASIC_1.7.08 Review and optimize customer code to improve system performance and stability customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

BASIC_1.7.09 Analyze EarlyWatch reports and provide recommendations for changes related to

SAP application (outside technical operations scope of HEC standard service)

customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

BASIC_1.8.00 System Installation

BASIC_1.8.01 Installation of solution landscape as specified in the SoW, based on SAP and HEC

standards and best-practices

SAP responsible to perform/deliver If system copy is used as technique to provision new systems, that is

covered by this line item, there will be no extra charge for a "system copy"

in this case

BASIC_1.8.02 Technical configuration (installation post-processing) of installed systems (e. g.

scheduling of standard batch jobs, backup etc.)

SAP responsible to perform/deliver Scope is determined by general roles and responsibilities as specified in

the HEC Service catalogue

BASIC_1.8.03 Integration of installed systems into SAP HEC operations environment SAP responsible to perform/deliver

BASIC_1.8.04 Enablement of HEC system monitoring SAP responsible to perform/deliver

BASIC_1.8.05 Integration of system with other systems and applications customer responsible to perform/deliver, can't be delegated to SAP

BASIC_1.8.06 Application configuration customer responsible to perform/deliver, can't be delegated to SAP

BASIC_1.9.00 Disaster Recovery

BASIC_1.9.01 Implement disaster recovery setup according to architecture blueprint and

contractual specifications

SAP responsible to perform/deliver performed only for productive systems; only if disaster recovery solution is

part of the contract

BASIC_1.9.02 Develop disaster recovery procedures (data center and tech system infrastructure

only)



BASIC_1.9.03 Ongoing management of disaster recovery architecture: monitoring of data

replication to secondary site including troubleshooting



BASIC_1.9.04 Ongoing management of disaster recovery architecture: maintenance and change

management for systems at secondary site to ensure system consistency including

troubleshooting



BASIC_1.9.05 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.)


BASIC_1.9.06 Execute Disaster Recovery Tests (data center and technical system infrastructure

only)

SAP responsible to perform/deliver performed only for productive system; on request; max. once per calendar

year; only if disaster recovery solution is part of the contract; customer has

to support in certain technical aspects, e. g. regarding interfaces,

connectivity etc.

BASIC_1.9.07 Execution of productive failover in case of an officially declared disaster SAP responsible to perform/deliver "disaster" shall describe a catastrophic event causing widespread

damage/destruction, typically not restricted to one individual system or

landscape but larger parts of an infrastructure; therefore disaster recovery

is no measure to overcome outages of isolated systems due to hardware or

software incidents; performed only for productive systems; only if disaster

recovery solution is part of the contract

.

BASIC_1.9.08 Execute Disaster Recovery Tests (application layer, customer infrastructure,

interfaces, organizational measures etc.)


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BASIC_1.10.00 Telecommunication Management (customer-provided)

BASIC_1.10.01 Provide network infrastructure at customer data center/site customer responsible to perform/deliver, can't be delegated to SAP

BASIC_1.10.02 Provide network infrastructure at SAP data center SAP responsible to perform/deliver Per SAP Guidelines, customer must ensure compatible network

infrastructure at own site

BASIC_1.10.03 Manage Telco vendor (circuit provider, local loop, etc.) customer responsible to perform/deliver, can't be delegated to SAP customer must maintain a vendor maintenance agreement, and proper

escalation process with vendor

BASIC_1.10.04 Review bandwidth utilization customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs Quarterly; customer to obtain reporting from Telco Vendor. Customer may

provide reporting to SAP for assistance in evaluating requirements for

additional capacity

TO_NWABAP_1.0.00 E - NetWeaver ABAP OperationsTO_NWABAP_1.1.00 General Operations

TO_NWABAP_1.1.01 Monitoring of WAS instance (up/down status) SAP responsible to perform/deliver

TO_NWABAP_1.1.02 Reverse Proxy – security configuration SAP responsible to perform/deliver customer must provision reverse proxy setup from SAP. If the customer

has own reserves proxy setup, SAP is not responsible for this task; May

require additional system downtime

TO_NWABAP_1.1.03 Troubleshooting of SAP WAS in case of technical issues SAP responsible to perform/deliver for technical issues only; application related problems must be resolved by

the customer

TO_NWABAP_1.1.04 Analyze SAP system log and fix technical failures included in scope of services SAP responsible to perform/deliver May require customer assistance

TO_NWABAP_1.1.05 Monitor SAP processes to avoid system operations issues SAP responsible to perform/deliver

TO_NWABAP_1.1.06 Monitor update processes within SAP software to avoid system operations issues SAP responsible to perform/deliver 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

TO_NWABAP_1.1.07 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 with regards to application issues and impact

TO_NWABAP_1.1.08 Clean up terminated updates customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.1.09 Monitor lock entries to avoid system operations issues SAP responsible to perform/deliver SAP informs customer of lock management related problems; RCA

methods provided by SAP Enterprise Support may be used to find

application related root causes for updates

TO_NWABAP_1.1.10 Analyze lock entries, decide about business impact and appropriate reaction customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.1.11 Check/clear lock entries customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.1.12 Check for ABAP dumps to detect serious system issues SAP responsible to perform/deliver performed only for productive systems; SAP informs customer in case of

serious application related issues that need to be resolved by the customer.

Dumps relevant to SAP’s responsibility will be resolved by SAP.

TO_NWABAP_1.1.13 Administer SAP Logon Groups SAP responsible to perform/deliver design/definition to be provided by customer

TO_NWABAP_1.1.14 Troubleshoot SAP system performance issues SAP responsible to perform/deliver performed only for productive systems; only for performance situations

caused by technical issues within the service scope of HEC, where the

system performance lies outside usual and expectable behavior (e. g. as it

has shown in the past in comparable load situations)

TO_NWABAP_1.1.15 Maintain SAP system profile parameters SAP responsible to perform/deliver

TO_NWABAP_1.1.16 Implement/update tools to ensure service readiness SAP responsible to perform/deliver

TO_NWABAP_1.1.17 Setup of archiving and reorganization of Web Service Runtime customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

TO_NWABAP_1.1.18 Configure technical RFC connections (TA SM59) to systems managed by SAP SAP responsible to perform/deliver

TO_NWABAP_1.1.19 Configure RFC connections (TA SM59) to technical systems managed by the

customer and any application-related RFC connection


TO_NWABAP_1.2.00 SAP Client Operations

TO_NWABAP_1.2.01 Create, Copy, Delete Client within one SAP System provided as one-time service at additional costs, no possibility for customer to perform 300GB upper limit, above that threshold, only system copies are performed

because of technical restrictions

TO_NWABAP_1.2.02 Perform client export/import between SAP systems provided as one-time service at additional costs, no possibility for customer to perform 300GB upper limit, above that threshold, only system copies are performed


TO_NWABAP_1.2.03 Transport Clients between SAP systems provided as one-time service at additional costs, no possibility for customer to perform 200GB upper limit, above that threshold, only system copies are performed


TO_NWABAP_1.2.04 Investigate & resolve technical errors provided as one-time service at additional costs, no possibility for customer to perform

TO_NWABAP_1.2.05 Investigate and resolve functional errors (application, database tables/fields, etc.) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

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TO_NWABAP_1.3.00 Interface Administration

TO_NWABAP_1.3.01 Produce batch input sessions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.3.02 Administer batch input sessions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.3.03 Run batch input sessions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.3.04 Analyze faulty batch input sessions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.3.05 Reorganize processed batch input sessions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.3.06 Monitor IDOCs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.3.07 Administer IDOCs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.3.08 Analyze faulty IDOCs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.3.09 Supervise IDOC-based interfaces customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.3.10 Setup and supervise ALE scenarios customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.3.11 Reorganize IDOCs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.3.12 Monitor interface middleware customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis customer must provide documentation on interface, subject to technical

feasibility, additional fees apply

TO_NWABAP_1.3.13 Monitoring of SAPConnect customer responsible to perform/deliver, can't be delegated to SAP

TO_NWABAP_1.3.14 Monitoring of interface scripts/jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

TO_NWABAP_1.3.15 Restart of interface jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

TO_NWABAP_1.3.16 Troubleshooting customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

TO_NWABAP_1.3.17 Initialize escalation process if necessary customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

TO_NWABAP_1.3.18 Determine processes and methods, definition of synchronization points customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

TO_NWABAP_1.3.19 Estimate structure and volume of data to be transmitted customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

TO_NWABAP_1.3.20 Check interface functionality customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

TO_NWABAP_1.3.21 Test and document restart scenarios customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

TO_NWABAP_1.3.22 Reorganize qRFC/tRFC queues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.3.23 Document interfaces customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

TO_NWABAP_1.4.00 Job Scheduling

TO_NWABAP_1.4.01 Define business requirements governing batch schedule customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.4.02 Define production job schedule customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.4.03 Define job dependencies customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.4.04 Distribute production job schedule customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.4.05 Adjust schedule to account for failures and delays customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.4.06 Define parameters for production jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.4.07 Assess impact of failed jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.4.08 Verify results for completion and accuracy customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.4.09 Schedule (via SM36 --> standardjobs), check and monitor standard SAP system

batch jobs to facilitate best-practice housekeeping of SAP system

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

TO_NWABAP_1.4.10 Schedule, check, troubleshoot and maintain application batch jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.4.11 Monitoring and restart of application batch jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.5.00 Change Control

TO_NWABAP_1.5.01 Configure and maintain SAP Transport Management System (STMS), setup of

transport routes


TO_NWABAP_1.5.02 Transfer and release of transport orders customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Large transport tasks require customer to inform SAP and perform as a

scheduled activity

TO_NWABAP_1.5.03 Execute transports to move objects between SAP systems customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_NWABAP_1.5.04 Troubleshooting SAP Transport Management System SAP responsible to perform/deliver only for technical transport problems, not related to problems due to the

content of the transports, e. g. locked objects

TO_NWABAP_1.5.05 Address functional transport problems customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis customer responsible for content of transports

TO_NWABAP_1.5.06 Apply SAP Support Packages to implement latest software updates in the systems SAP responsible to perform/deliver May require additional system downtime

TO_NWABAP_1.5.07 Apply recommended SAP Enhancement Packages to apply latest improvements

and additional functionality in the systems

provided as one-time service at additional costs, no possibility for customer to perform

TO_NWABAP_1.5.08 Adjustment of repository objects as part of software changes customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

TO_NWABAP_1.5.09 Test and acceptance of object changes customer responsible to perform/deliver, can't be delegated to SAP

TO_J2EE_1.0.00 E - SAP J2EE OperationsTO_J2EE_1.1.00 SAP J2EE

TO_J2EE_1.1.01 Troubleshooting of SAP J2EE in case of technical issues SAP responsible to perform/deliver for technical issues only; application related problems must be resolved by

the customer

TO_J2EE_1.1.02 SAP J2EE: adjust/configure Java applications customer responsible to perform/deliver, can't be delegated to SAP

TO_J2EE_1.1.03 Patch SAP J2EE to keep software level up-to-date SAP responsible to perform/deliver May require additional system downtime

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TO_SPROV_1.0.00 F - Server Provisioning (aka IaaS) 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

TO_SPROV_1.1.00 Physical Site Management

TO_SPROV_1.1.01 Test environmental control plans periodically SAP responsible to perform/deliver service provided only during office hours

TO_SPROV_1.1.02 Manage physical site SAP responsible to perform/deliver

TO_SPROV_1.2.00 Network Management

INFRA_1.2.01 Monitor wide area network up to the customer demarc to SAP, usually external

perimeter of HEC datacenter

SAP responsible to perform/deliver customer responsible for WAN part between demarc and his corporate

netweork

TO_SPROV_1.3.00 Security Planning - Site Security

TO_SPROV_1.3.01 Determine security requirements SAP responsible to perform/deliver

TO_SPROV_1.3.02 Create and maintain security policies SAP responsible to perform/deliver

TO_SPROV_1.3.03 Determine security strategy and implementation plans SAP responsible to perform/deliver

TO_SPROV_1.3.04 Generate and disseminate reports on security plans SAP responsible to perform/deliver

TO_SPROV_1.3.05 Monitor and assess security strategies SAP responsible to perform/deliver

TO_SPROV_1.4.00 Security Planning

TO_SPROV_1.4.01 Provide application communication requirements customer responsible to perform/deliver, can't be delegated to SAP

TO_SPROV_1.4.02 Determine communication and security requirements customer responsible to perform/deliver, can't be delegated to SAP

TO_SPROV_1.4.03 Create and maintain security policies customer responsible to perform/deliver, can't be delegated to SAP

TO_SPROV_1.4.04 Determine security strategy and implementation plans customer responsible to perform/deliver, can't be delegated to SAP

TO_SPROV_1.4.05 Monitor and assess security strategies customer responsible to perform/deliver, can't be delegated to SAP

TO_SPROV_1.5.00 Hardware Operations

TO_SPROV_1.5.01 Maintain valid vendor maintenance agreements as needed SAP responsible to perform/deliver

TO_SPROV_1.5.02 Use vendor proactive support capabilities to help identify potential failures SAP responsible to perform/deliver

TO_SPROV_1.5.03 Schedule hardware maintenance (for hardware failures and planned modifications SAP responsible to perform/deliver

TO_SPROV_1.5.04 Schedule hardware/equipment maintenance as recommended by vendors SAP responsible to perform/deliver

TO_SPROV_1.5.05 Monitor hardware SAP responsible to perform/deliver

TO_SPROV_1.6.00 Server Management

TO_SPROV_1.6.01 Provide server infrastructure SAP responsible to perform/deliver

TO_SPROV_1.6.02 Provide licenses for OS SAP responsible to perform/deliver Licenses will be provided and charged by SAP

TO_SPROV_1.6.03 Basic operating system installation SAP responsible to perform/deliver supported OS:

SUSE LINUX (most up-to-date version)

MS Windows Server (most up-to-date version)

TO_SPROV_1.6.04 Installation of OS patches and security updates customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Server will be shipped with the latest available security patch level, after

hand over customer is responsible for updates; this service will be included

in the "Server Provisioning +" offering which which is planned to made

available at a later point

TO_SPROV_1.6.05 Installation of antivirus software and patterns updates customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Customer is responsible for Antivirus installation and virus pattern updates

on a daily basis; this service will be included in the "Server Provisioning +"

offering which is planned to made available at a later point

TO_SPROV_1.6.06 Antivirus software licenses customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis this service will be included in the "Server Provisioning +" offering which

which is planned to made available at a later point

TO_SPROV_1.6.07 Perform scheduled startup/shutdown of hardware SAP responsible to perform/deliver

TO_SPROV_1.6.08 Restart the hardware after failure SAP responsible to perform/deliver

TO_SPROV_1.6.09 Define hardware monitoring requirements SAP responsible to perform/deliver on hypervisor level

TO_SPROV_1.6.10 Define operating system monitoring requirements customer responsible to perform/deliver, can't be delegated to SAP no OS monitoring in scope

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TO_SPROV_1.7.00 Storage Management

TO_SPROV_1.7.01 Manage disks per standards SAP responsible to perform/deliver only initial setup and management of NAS storage; capacity as contracted

TO_SPROV_1.7.02 Manage data files/file systems customer responsible to perform/deliver, can't be delegated to SAP

TO_SPROV_1.7.03 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.


TO_SPROV_1.7.04 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.


TO_SPROV_1.7.05 Dynamically scale storage capacity SAP responsible to perform/deliver increase storage capacity on customer request; additional fees apply

TO_SPROV_1.8.00 Application Management

TO_SPROV_1.8.01 Define application requirements customer responsible to perform/deliver, can't be delegated to SAP

TO_SPROV_1.8.02 Provide customer specific application licenses customer responsible to perform/deliver, can't be delegated to SAP customer has to make sure, that he holds valid licenses to run the installed

software in an environment like SAP HEC

TO_SPROV_1.8.03 Application installation customer responsible to perform/deliver, can't be delegated to SAP

TO_SPROV_1.8.04 Application operations customer responsible to perform/deliver, can't be delegated to SAP

TO_SPROV_1.8.05 Installation of patches and security updates customer responsible to perform/deliver, can't be delegated to SAP customer is responsible for software lifecycle management

TO_SPROV_1.8.06 Application monitoring customer responsible to perform/deliver, can't be delegated to SAP

TO_SPROV_1.9.00 Disaster Recovery

TO_SPROV_1.9.01 Provide VM and related storage in the secondary Data Center. Provide full access

privileges (root access) to the VM.

SAP responsible to perform/deliver Only for those servers explicitly specified in the contract as relevant for DR.

TO_SPROV_1.9.02 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.


TO_PA_1.0.00 F - Partner Add-OnsTO_PA_1.1.00 Partner Add-Ons Customer has to ensure proper licensing of the respective add-on for

HECTO_PA_1.1.01 Installation customer responsible to perform/deliver, can't be delegated to SAP

TO_PA_1.1.02 Configuration customer responsible to perform/deliver, can't be delegated to SAP

TO_PA_1.1.03 Application monitoring customer responsible to perform/deliver, can't be delegated to SAP

TO_PA_1.1.04 Patching customer responsible to perform/deliver, can't be delegated to SAP

TO_PA_1.1.05 Application troubleshooting including engagement with the partners support

organization


TO_BC_1.0.00 F - SAP Business ConnectorTO_BC_1.1.00 SAP Business Connector

TO_BC_1.1.01 Monitoring of availability and backend connection SAP responsible to perform/deliver

TO_BC_1.1.02 Troubleshooting of technical issues SAP responsible to perform/deliver application related problems must be resolved by the customer

TO_BC_1.1.03 Applying BC patches SAP responsible to perform/deliver may require additional system downtime

TO_BC_1.1.04 Reorganization of Message Store customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs service provided only during office hours

TO_CO-PA_1.0.00 F - SAP CO-PA AcceleratorTO_CO-PA_1.1.00 SAP CO-PA Accelerator - Operations

TO_CO-PA_1.1.01 Determine initial data load procedure customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

TO_CO-PA_1.1.02 Perform initial data load procedure customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

TO_CO-PA_1.1.03 CO-PA customizing 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

TO_CO-PA_1.1.04 Setup DB connection to HANA 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

TO_CO-PA_1.1.05 Setup CO-PA Jobs for data replication 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

TO_CO-PA_1.1.06 Monitor CO-PA Jobs for data replication customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

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TO_DS_1.0.00 F - Data ServicesTO_DS_1.1.00 Operations

TO_DS_1.1.01 Start/Stop DS and BOE Services related to contractual SLAs SAP responsible to perform/deliver

TO_DS_1.1.02 Adding additional servers for load balancing provided as one-time service at additional costs, no possibility for customer to perform

TO_DS_1.1.03 Update DS & BOE database software and client SAP responsible to perform/deliver Downtime may be required

TO_DS_1.1.04 Create/modify users for DS customer responsible to perform/deliver, can't be delegated to SAP

TO_DS_1.1.05 User & Rights Management customer responsible to perform/deliver, can't be delegated to SAP

TO_DS_1.1.06 Create/Modify Data Services jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_DS_1.1.07 Schedule Data Services jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_DS_1.1.08 Create/Configure database connections for DS (e.g. ODBC) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_DS_1.1.09 Monitor jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_DS_1.1.10 Repository backup DS & BOE SAP responsible to perform/deliver

TO_DS_1.1.11 Delete batch job history customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_DS_1.1.12 Verify that job and access servers are running SAP responsible to perform/deliver

TO_DS_1.1.13 Remove obsolete repository contents SAP responsible to perform/deliver

TO_DS_1.1.14 Troubleshooting Issues with DS Jobs customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

TO_DS_1.1.15 Execute performance tuning customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs PROD only

TO_SCIC_1.0.00 F - SCIC OperationsTO_SCIC_1.1.00

TO_SCIC_1.1.01 Technical installation of SCIC SAP responsible to perform/deliver

TO_SCIC_1.1.02 Initial setup & configuration of SCIC SAP responsible to perform/deliver

TO_SCIC_1.1.03 Setup initial SCIC of source system customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis e.g. setup of secondary database connection / RFC

TO_SCIC_1.1.04 Setup LiveCache replication jobs in source system customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_SCIC_1.1.05 Start/stop SCIC SAP responsible to perform/deliver

TO_SCIC_1.1.06 Monitor LiveCache replication jobs in customer system customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_SCIC_1.1.07 Lifecycle management of SCIC (OS Patches / Support Packages) SAP responsible to perform/deliver not valid for customer source system

TO_SCIC_1.1.08 Create custom KPIs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_SCIC_1.1.09 Manage end users with HANA studio customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_SCIC_1.1.10 Availability monitoring of SCIC SAP responsible to perform/deliver URL-based - if Logon Screen appears, system is considered as available

TO_BI_1.0.00 F - SAP BI4.XTO_BI_1.1.00 Monitoring and Housekeeping

TO_BI_1.1.01 Monitoring BO Services with optimal performance SAP responsible to perform/deliver

TO_BI_1.1.02 Monitoring all related services CMS, Audit, Reporting Database, Version

Management Database


TO_BI_1.1.03 Verifying web applications (CMC, Infoview, Custom Applications) SAP responsible to perform/deliver

TO_BI_1.1.04 Monitoring day to day scheduled report jobs from Instance Manager SAP responsible to perform/deliver

TO_BI_1.1.05 Monitoring size of the below Business Objects installation folders (Logging, Data,

FileStore)


TO_BI_1.1.06 Backup (Full content backup / BIAR backup) SAP responsible to perform/deliver

TO_BI_1.1.07 Scan / Repair and compact all repository errors SAP responsible to perform/deliver

TO_BI_1.1.08 Cleanup Tomcat cache SAP responsible to perform/deliver

TO_BI_1.1.09 Cleanup Web Intelligence cache SAP responsible to perform/deliver

TO_BI_1.1.10 Cleanup log files SAP responsible to perform/deliver

TO_BI_1.1.11 Cleanup empty directories created for Repository Diagnostic Tool SAP responsible to perform/deliver

TO_BI_1.1.12 Availability of all Universe to respective database SAP responsible to perform/deliver

TO_BI_1.1.13 Regular BO repository maintenance like cleaning orphaned

Connection/Universe/Documents


TO_BI_1.1.14 Integrity Checks on Universes to ensure parsing (Syntax/Semantic Checking) SAP responsible to perform/deliver

TO_BI_1.1.15 Restart Web Application Server SAP responsible to perform/deliver

TO_BI_1.1.16 Upgrade/Patching BO Server SAP responsible to perform/deliver

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TO_PI_1.0.00 F - SAP PITO_PI_1.1.00 SAP PI Implementation

TO_PI_1.1.01 Installation of adapters and software components provided by SAP SAP responsible to perform/deliver

TO_PI_1.1.02 Installation of adapters provided by external partners customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs Must provide adapter software and licenses

TO_PI_1.1.03 Configuration of the required system connections to partner systems customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs T&M basis for changes in network setup (routers, firewalls access lists).

Customer must provide network connections to target systems.

TO_PI_1.2.00 SAP PI Operations

TO_PI_2.1.01 Basic PI monitoring SAP responsible to perform/deliver

TO_PI_2.1.02 Monitor the PI landscape and the related components (availability & performance) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.03 Monitor the message processing in PI (success & performance) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.04 Monitor communication channels, queues, backlogs of PI (AEX) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.05 Monitor BPM processes (success & performance) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.06 Configure adapters customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

TO_PI_2.1.07 Deal with incorrect messages customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.08 Archiving of messages customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs The customer must consider in time the archiving/deletion of old messages.

Archiving solution or disk space not included.

TO_PI_2.1.09 Configuration and documentation of PI integration scenarios, development of

message mappings

customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

TO_PI_2.1.10 Change and Release Management: PI transports customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.11 Role/authorization maintenance (except SAP & initial customer administrator role) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.12 Create and maintain configuration standards and development guidelines, e.g.

naming conventions


TO_PI_2.1.13 Update/upgrade planning, and execution until update of regression testing customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

TO_PI_2.1.14 Security: client certificate maintenance for external partners customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

TO_PI_2.1.15 System landscape directory (SLD) maintenance customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs Related to PI scenarios

TO_PI_2.1.16 Maintain users and roles/authorizations (except for the SAP & initial customer

administrator role)

customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.17 Plan, setup and monitor housekeeping of PI / BPM / AEX customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.18 Plan, setup and monitor archiving of PI messages customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.19 AdjustPO / PI / AEX parameterization and configuration customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.20 Maintain client certificate for external partners customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.21 Maintain the system landscape directory (SLD) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.22 Apply SAP basic application content update to the Enterprise Service Repository

(ESR)


TO_PI_2.1.23 Handle errors and analyze root cause for incorrect message processing in PI (AEX) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.24 Check PI / PO / AEX readiness after changes (upgrades, patches, notes) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.25 Configure the required system connections to partner systems customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_PI_2.1.26 Transport management of PI objects customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_RTOM_1.0.00 F - Real Time Offer Management

TO_RTOM_1.1.00 Operations

TO_RTOM_1.1.01 Start/Stop RTOM Services SAP responsible to perform/deliver

TO_RTOM_1.1.02 Adding additional servers for load balancing provided as one-time service at additional costs, no possibility for customer to perform

TO_RTOM_1.1.03 Apply RTOM patches SAP responsible to perform/deliver Downtime required if RTOM service runs < 2 nodes, and in all cases when

DB schema should be changed/upgraded.

TO_RTOM_1.1.04 Monitoring availability, connectivity to DB and CRM system SAP responsible to perform/deliver availability, connectivity (to DB / CRM)

TO_RTOM_1.1.05 Troubleshooting SAP responsible to perform/deliver for technical issues only; application related problems must be resolved by

the customer

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TO_EP_1.0.00 F - Enterprise Portal

TO_EP_1.1.00 Operations

TO_EP_1.1.01 Monitoring application services for Portal, Unifiers, Unification Server, PCD, Trex,

CM, Database, SAP J2EE, IIS, and ITS

SAP responsible to perform/deliver SAP monitors application services only; customer responsible to monitor

portal content

TO_EP_1.1.02 Maintain Portal, Unifiers, Unification Server, PCD, Trex, CM, Database, SAP J2EE,

IIS, and ITS

customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis SAP installs basic SAP Enterprise Portal only

TO_EP_1.1.03 Maintain LDAP (Novell, ADS, Iplanet and others) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.04 Analyze Portal System logs and revise failures occurred SAP responsible to perform/deliver SAP to inform customer of required assistance

TO_EP_1.1.05 System landscape maintenance, connection of external systems – e.g. SAP customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Per agreement with SAP, port connection required

TO_EP_1.1.06 Definition of data source customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.07 User mapping customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.08 Role/Channel/iPanel allocation customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.09 Content administration customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.10 Set-up and maintain Portal user master data customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.11 Lock and delete portal user master data customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.12 Release locked portal users customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.13 Define and change licensee specific portal authorization profiles customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.14 Administer Content Repository customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.15 Administer TREX indices customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.16 Administer Taxonomies customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.17 Monitoring of status of TREX queues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.18 Delete faulty documents in TREX queues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.19 Implement patches for: Portal, CM, TREX, Unification Server, SAP Unifier, Java

Servlet Engine

SAP responsible to perform/deliver May require additional downtime

TO_EP_1.1.20 Customize, upgrade POE including all components customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Set J2EE passwords, configure Java port, add service packs

TO_EP_1.1.21 Monitor iViews SAP responsible to perform/deliver Monitor server for uptime and being available only; includes iViews, roles,

pages

TO_EP_1.1.22 Upgrade of pages, roles, static html content customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.23 Monitoring and maintenance of Java services SAP responsible to perform/deliver Licensee responsible to develop new java services, and to customize

existing java services

TO_EP_1.1.24 Define and implement security concept for application customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_EP_1.1.25 Define and implement infrastructure security concept SAP responsible to perform/deliver

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TO_SIQ_1.0.00 F - Sybase IQ (used as data persistency for NLS or 3rd party archiving solutions)

TO_SIQ_1.1.00 Database Installation/Configuration

TO_SIQ_1.1.01 Checking/preparing system requirements (BW Release, SAP Notes, Source/target

setup)


TO_SIQ_1.1.02 Installing Sybase IQ database SAP responsible to perform/deliver

TO_SIQ_1.1.03 Initial configuration / parameter settings SAP responsible to perform/deliver

TO_SIQ_1.1.04 Security Settings SAP responsible to perform/deliver

TO_SIQ_1.1.05 Setup Monitoring SAP responsible to perform/deliver

TO_SIQ_1.1.06 Initialize connection between BW/NLS and Sybase IQ SAP responsible to perform/deliver customer must check it from BW side

TO_SIQ_1.2.00 Database Operations

TO_SIQ_1.2.01 Start/stop database SAP responsible to perform/deliver

TO_SIQ_1.2.02 Database capacity management SAP responsible to perform/deliver

TO_SIQ_1.2.03 Reorg/Statistic update SAP responsible to perform/deliver

TO_SIQ_1.2.04 dbcc (database consistency check) SAP responsible to perform/deliver

TO_SIQ_1.2.05 Troubleshooting of technical database issues SAP responsible to perform/deliver

TO_SIQ_1.2.06 Setup backup SAP responsible to perform/deliver

TO_SIQ_1.2.07 Restore backup SAP responsible to perform/deliver

TO_SIQ_1.2.08 Monitor database connection SAP responsible to perform/deliver customer must monitor the connection in the BW

TO_SIQ_1.3.00 Lifecycle Management

TO_SIQ_1.3.01 Installation of database patches SAP responsible to perform/deliver

TO_SIQ_1.3.02 Upgrade of database version SAP responsible to perform/deliver

TO_SIQ_1.4.00 Application

TO_SIQ_1.4.01 Create/schedule/restore data archiving requests customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_SIQ_1.4.02 Query handling customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

TO_SIQ_1.4.03 Installing partner add-ons in backend systems customer responsible to perform/deliver, can't be delegated to SAP

TO_SIQ_1.5.01 server provisioning for the archiving solution server SAP responsible to perform/deliver if parner solution requires extra server; refer to Server Provisioning section

in this document for details

TO_SIQ_1.4.04 Installation of partner software customer responsible to perform/deliver, can't be delegated to SAP customer has to make sure, that he holds valid licenses to run the installed

software in an environment like SAP HEC

TO_SIQ_1.4.05 Configuration of partner software customer responsible to perform/deliver, can't be delegated to SAP

TO_SIQ_1.4.06 Managed services for partner software (issue handling) customer responsible to perform/deliver, can't be delegated to SAP

TO_SNC_1.0.00 F - SNC Operations

TO_SNC_1.0.00 Installation and Configuration

TO_SNC_1.0.01 Configuration & customization of SNC customer responsible to perform/deliver, can't be delegated to SAP

TO_SNC_1.0.02 Application specific monitoring (e.g. CIF, qRFC, application log) customer responsible to perform/deliver, can't be delegated to SAP

TO_SNC_1.0.03 Mailserver configuration in NetWeaver customer responsible to perform/deliver, can't be delegated to SAP

TO_SNC_1.0.04 Maintain allowed senders e-mail adresses for fileupload customer responsible to perform/deliver, can't be delegated to SAP

TO_SNC_1.0.05 Monitoring of mailtraffic customer responsible to perform/deliver, can't be delegated to SAP

TO_SNC_1.2.00 Restrictions

TO_SNC_1.2.01 cFolders functionality only covered if explicit part of the SOW

TO_SNC_1.2.02 SAP Event Management functionality only covered if explicit part of the SOW

TO_SNC_1.2.03 Microblog functionality only covered if explicit part of the SOW

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AMS HEC_Roles_&_Responsibilities_MAR2014.xlsx

to be covered in a separate AMS SOW & contract


AMS_1.0.00 Application Management Support - General Engagement

AMS_GENERAL_1.0.00 General EngagementAMS_GENERAL_1.1.00 Transition to SAP Application Management Support

AMS_GENERAL_1.1.01 Plan Transition Activities customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.1.02 Review of customer solution documentation (Application) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.1.03 Validate Final Solution (supportability) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.1.04 Establish End-to-end Support Processes and Infrastructure (Incident Management, Change Management, Service

Request Management, Event Management - Application Monitoring)


AMS_GENERAL_1.1.05 Onboard support team customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.1.06 Execute knowledge transfer customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.1.07 Execute dry run and sign off for productive support processes customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.1.08 Finalize support organization and communication plan (e.g. meetings…) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.2.00 Manage ongoing Application Management Support Engagement

AMS_GENERAL_1.2.01 Plan activities for the ongoing service. customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.2.02 Overall coordination of all activities for a successful service delivery customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.2.03 Organize and manage meetings and reporting procedures customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.2.04 Report on support volume, budget customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.2.05 Advise customer in using the contractual agreed support volume customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.2.06 Report on ticket status (monthly summary) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.2.07 Perform de-escalation procedures customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.3.00 Deliver Application Management Support

AMS_GENERAL_1.3.01 Execute 1st-Level support (AMS) customer responsible to perform/deliver, can't be delegated to SAP

AMS_GENERAL_1.3.02 Execute Service Desk activities (AMS) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.3.03 Execute Service Level Agreement monitoring (AMS) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.3.04 Execute Incident Management (AMS) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.3.05 Execute Change Management (AMS) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.3.06 Execute Request Fulfillment (AMS) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.3.07 Execute Event Management - Application Monitoring (AMS) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_GENERAL_1.3.08 Execute Event Management - Interface Monitoring (AMS) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_2.0.00 Application Management Support - Application/Component Specific Tasks

AMS_CROSS_1.0.00 Services across all components/applicationsAMS_CROSS_1.1.00 SAP Application Incident and Change Management

AMS_CROSS_1.1.01 Support key users with technical problems encountered during the execution of business processes customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.02 Support key users with functional issues encountered during the execution of individual business processes customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.03 Process error reports related to the supported components and processes, develop solution proposals customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.04 Perform root cause analysis customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.05 Implement solution proposals by adjusting configuration or developing objects customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.06 Test configuration changes prior to deployments to production as per pre-defined tests customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.07 Perform acceptance testing of the configuration changes with end users customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.08 Deployment to production as per the transport policy with the customer's system administrators customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.09 Document test results customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.10 Forward messages for non-SAP issues to appropriate partners customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.11 Forward SAP product support messages to SAP AG's Active Global Support customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.12 Research SAPNet (OSS/SAP Service Market Place) notes database for known solutions and propose solutions to fix

customer's problems


AMS_CROSS_1.1.13 Apply the relevant OSS note in the development system and test the solution customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.14 Monitoring the processing of product support messages in SAPNet, initiating necessary escalations, and reporting the

result back to the customer


AMS_CROSS_1.1.15 Execute regression testing customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis service provided only during office hours

AMS_CROSS_1.1.16 Execute performance testing customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.17 Create & Update solution documentation (system configuration, change documentation, job lists, application setup,

customizing, etc.)


AMS_CROSS_1.1.18 Document changes applied by SAP AMS to programs, interfaces, customization, or system settings. customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.19 Train end users, create training material and end user documentation for changes managed by SAP AMS customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CROSS_1.1.20 Review latest SAP corrections and implementation of notes or software patches customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.0.00 SAP NetWeaver ABAPAMS_NWABAP_1.1.00 Application specific AMS Support Activities for NW ABAP - Administration General

AMS_NWABAP_1.1.01 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 with regards to application issues and impact

AMS_NWABAP_1.1.02 Clean up terminated updates customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.1.03 Analyze lock entries, decide about business impact and appropriate reaction customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.1.04 Check/clear lock entries customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.1.05 Execute modification adjustments (SPDD, SPAU) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_NWABAP_1.1.06 Test application upgrade customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.1.07 Test application after system copy customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.1.08 Perform functional changes to custom objects and application customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.1.09 Execute application customizing, configuration, maintenance, support and troubleshooting customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.1.10 Clean up of application server (application log entries, application traces, application protocols) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.2.00 Application specific AMS support activities for NW ABAP - Interface Administration

AMS_NWABAP_1.2.01 Produce batch input sessions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.2.02 Administer batch input sessions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.2.03 Run batch input sessions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.2.04 Analyze faulty batch input sessions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.2.05 Reorganize processed batch input sessions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.2.06 Monitor IDOCs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.2.07 Administer IDOCs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.2.08 Analyze faulty IDOCs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.2.09 Supervise IDOC-based interfaces customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.2.10 Setup and supervise ALE scenarios customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.2.11 Reorganize IDOCs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.2.12 Reorganize qRFC/tRFC queues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis customer must provide documentation on interface, subject to technical


AMS_NWABAP_1.2.13 Monitor interface middleware customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis customer must provide documentation on interface, subject to technical


AMS_NWABAP_1.2.14 Monitor and Administer Web Service Runtime customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.2.15 Monitor and Administer Proxy Runtime (Local Integration Engine) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.2.16 Monitor interface scripts/jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.2.17 Restart interface jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.2.18 Initialize escalation process when necessary customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.2.19 Determine processes and methods, definition of synchronization points customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.2.20 Estimate structure and volume of data to be transmitted customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.2.21 Check interface functionality customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.2.22 Test and document restart scenarios customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.2.23 Document interface customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.3.00 Application specific AMS Support Activities for NW ABAP - Security Management

AMS_NWABAP_1.3.01 Create new users (Central User Administration) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.3.02 Maintain user profiles, master data, and passwords customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis SAP retains control of system users in client 000

AMS_NWABAP_1.3.03 Add/Change/Delete/Lock/Unlock user master records customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.3.04 Maintain activity groups customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.3.05 Unlock users in SAP system customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.3.06 Reset passwords customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.3.07 Check authorizations customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.3.08 Define overall security plan & profile requirements customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis System start-up, or new system only

AMS_NWABAP_1.3.09 Develop and maintain custom profiles customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.3.10 Support client audit requirements around security profiles customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.3.11 Execute data security checks customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.4.00 Application specific AMS Support Activities for NW ABAP - Job Scheduling

AMS_NWABAP_1.4.01 Define business requirements governing batch schedule customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.4.02 Define production job schedule customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.4.03 Define job dependencies customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.4.04 Distribute production job schedule customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.4.05 Adjust schedule to account for failures and delays customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.4.06 Define parameters for production jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.4.07 Assess impact of failed jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.4.08 Verify results for job completion and accuracy customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWABAP_1.4.09 Schedule, check, troubleshoot and maintain application batch jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.4.10 Monitor and restart application batch jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.5.00 Application specific AMS Support Activities for NW ABAP - Change Control

AMS_NWABAP_1.5.01 Transfer and release of transport orders customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Large transport tasks require customer to inform SAP and perform as a

scheduled activity

AMS_NWABAP_1.5.02 Plan transports customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.5.03 Check transport protocols for transport issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis only for technical transport problems, not related to problems due to the

content of the transports

AMS_NWABAP_1.5.04 Carry out transports to move objects between SAP systems customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.5.05 Apply SAP Notes to SAP hosted software system to fix application related issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.5.06 Apply recommended SAP Enhancement Packages to implement latest improvements and additional functionality in the

systems

customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Based on availability

AMS_NWABAP_1.5.07 Adjustment of repository objects as part of software changes customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.5.08 Test object changes customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.5.09 Accept object changes customer responsible to perform/deliver, can't be delegated to SAP

AMS_NWABAP_1.6.00 Application specific AMS Support Activities for NW ABAP - Print Management

AMS_NWABAP_1.6.01 Maintain printers within SAP solution customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Only printer types contained in SAP published guidelines supported;

Additional telecommunication fees may apply (number of printers or

printing activity may require additional bandwidth)

AMS_NWABAP_1.6.02 Analyze faulty output requests customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Daily

AMS_NWABAP_1.6.03 Design and implementation of print forms customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.6.04 Lock/unlock SAP printers customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.7.00 Application specific AMS Support Activities for NW ABAP - Performance Management and Tuning

AMS_NWABAP_1.7.01 Provide application performance analysis (e.g. ABAP) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs performed only for productive systems

AMS_NWABAP_1.7.02 Monitor critical transactions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.7.03 Review and optimize customer code to improve system performance and stability customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWABAP_1.7.04 Analyze EarlyWatch reports and provide recommendations for changes to SAP application (outside the technical

operations scope of HEC standard service)


AMS_NWABAP_1.7.05 Support application team in resolution of app. performance problems customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWJAVA_1.0.00 SAP NetWeaver JAVAAMS_NWJAVA_1.1.00 Application specific AMS Support Activities for NW Java - Administration General

AMS_NWJAVA_1.1.01 Analyze lock entries, decide about business impact and appropriate reaction customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.1.02 Clean up lock entries customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.1.03 Test application after maintenance (upgrade, patch) or system copy customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.1.04 Test application after setup change customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.1.05 Configure AS Java (functional units, SLD, ADS, application properties/parameters, service registry, SOA, Web Service

Administration, other configuration tasks within SAP NW Administrator)


AMS_NWJAVA_1.1.06 Execute AS Java maintenance customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.1.07 Troubleshoot AS Java customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.2.00 Application specific AMS Support Activities for NW Java - User Management

AMS_NWJAVA_1.2.01 Add/Change/Delete/Lock/Unlock user master records customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.2.02 Maintain user's authorization (roles, groups) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.2.03 Maintain/reset password customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.2.04 Check authorizations customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.2.05 Define overall security plan & profile requirements customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis System start-up, or new system only

AMS_NWJAVA_1.2.06 Support client audit requirements around security profiles customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.2.07 Renew/Exchange client certificates customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.3.00 Application specific AMS Support Activities for NW Java - Operations

AMS_NWJAVA_1.3.01 Start/Stop AS Java processes customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.3.02 Manage AS Java applications customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.3.03 Schedule AS Java job customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.3.04 Monitor AS Java (availability & performance) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.3.05 Archive AS Java customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.4.00 Application specific AMS Support Activities for NW Java - Change Control

AMS_NWJAVA_1.4.01 Transfer and release of transport orders (software logistic with CTS+) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Large transport tasks require customer to inform SAP and perform as a

scheduled activity

AMS_NWJAVA_1.4.02 Plan transports customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.4.03 Check transport protocols for transport issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis only for technical transport problems, not related to problems due to the

content of the transports

AMS_NWJAVA_1.4.04 Execute transports to move objects between SAP systems customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.4.05 Address functional transport problems customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis customer responsible for content of transports

AMS_NWJAVA_1.4.06 Apply SAP Notes to SAP hosted software system to fix application related issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.4.07 Maintain ESR content as part of software changes customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.4.08 Maintain SLD content as part of software changes customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.4.09 Test object changes customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_NWJAVA_1.4.10 Accept object changes customer responsible to perform/deliver, can't be delegated to SAP

AMS_NWJAVA_1.5.00 Application specific AMS Support Activities for NW Java - Performance Management and Tuning

AMS_NWJAVA_1.5.01 Identify AS Java performance problems customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems; Subject roles and responsibilities

per Agreement

AMS_NWJAVA_1.5.02 Provide application performance analysis (Wily Introscope) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWJAVA_1.5.03 Support application team in resolution of app. performance problems customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis performed only for productive systems

AMS_NWJAVA_1.5.04 Analyze EarlyWatch reports and provide recommendations for changes related to SAP application (outside technical

operations scope of HEC standard service)


AMS_EP_1.1.00 SAP Enterprise PortalAMS_EP_1.1.00 Application specific AMS Support Activities for SAP Enterprise Portal

AMS_EP_1.1.01 Maintain Portal, Unifiers, Unification Server, PCD, TREX, CM, Database, SAP J2EE, IIS, and ITS customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis SAP installs basic SAP Enterprise Portal only

AMS_EP_1.1.02 Maintain LDAP (Novell, ADS, Iplanet and others) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.03 System landscape maintenance, connection of external systems – e.g. SAP customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Per agreement with SAP, port connection required

AMS_EP_1.1.04 Definition of data source customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.05 User mapping customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.06 Role/Channel/iPanel allocation customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.07 Content administration customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.08 Set-up and maintain Portal user master data customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.09 Lock and delete Portal user master data customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.10 Release locked Portal users customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.11 Define and change Licensee specific Portal authorization profiles customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.12 Administer Content Repository customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.13 Administer TREX indices customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.14 Administer Taxonomies customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.15 Monitoring of status of TREX queues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.16 Delete faulty documents in TREX queues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.17 Customize, upgrade POE including all components customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Set J2EE passwords, configure Java port, add service packs

AMS_EP_1.1.18 Upgrade of pages, roles, static html content customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_EP_1.1.19 Define and implement security concept for application customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis Only role maintenance no additional JAVA developments

AMS_HANA_1.1.00 SAP HANA

AMS_HANA_1.1.00 Application specific AMS Support Activities for SAP HANA

AMS_HANA_1.1.01 Identify, analyze and optimize expensive SQL-statements to improve application performance customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_HANA_1.1.02 Create/modify users for HANA modeling in the SAP HANA studio customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DB_1.1.00 Data Base Management

AMS_DB_1.1.00 Application specific AMS Support Activities for Database Management

AMS_DB_1.1.01 Assist customer in optimizing SQL statements (indexes, selects etc.) for application improvements customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_NLS_1.0.00 SAP NLS on IQ

AMS_NLS_1.1.00 Application specific AMS Support Activities for SAP NLS

AMS_NLS_1.1.01 Create data archiving request customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_NLS_1.1.02 Schedule data archiving request customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_NLS_1.1.03 Restore data archiving request customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_NLS_1.1.04 Handle application related incidents customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SLT_1.0.00 SAP Landscape Transformation (SLT)

AMS_SLT_1.1.00 Application specific AMS Support Activities for SLT - Source Systems

AMS_SLT_1.1.01 Manage User & Authorizations and handle related errors customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SLT_1.1.02 Monitor SLT :Application Log, Authentication and Authorization issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SLT_1.1.03 Maintain Read Modules (enhancements, upgrades, changes) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SLT_1.1.04 Track errors and handle/resolve errors with replications that issues around data read, RFC connectivity, data transfer, and

performance of the read processing


AMS_SLT_1.2.00 Application specific AMS Support Activities for SLT - SLT Control System

AMS_SLT_1.2.01 Manage User & Authorizations and handle related errors customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SLT_1.2.02 Monitor Application Log, Authentication and Authorization issues, jobs, icf, connectivity, communication issues, RFC logs,

local application server transactions


AMS_SLT_1.2.03 Monitor and track/handle errors related to replication items (issues around db trigger, data transfer, db and RFC

connectivity, conversion & mapping, write; job processing; performance replication processing, alerts, replication statistics,

trouble shooting)


AMS_SLT_1.2.04 Monitor and configure the SAP LT Replication Server Cockpit Administration (Tx: LTRC) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SLT_1.2.05 Monitor and configure the SAP LT Replication Server dashboard Administration (Tx: LTR) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SLT_1.2.06 Maintain the replication settings & replication procedures (jobs, tables, health checks, resource or performance optimized) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SLT_1.2.07 Maintain the advanced replication settings (see SAP note 1733714 ) including changes to replication process

configuration, mapping rules, event-based DB triggers


AMS_SLT_1.2.08 Maintain the Control and Write Modules (enhancements, upgrades, changes) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SLT_1.2.09 Track errors and handle/resolve errors with replications that issues around data read, RFC connectivity, data transfer, and

performance of the read processing


AMS_SLT_1.3.00 Application specific AMS Support Activities for SLT - Target System

AMS_SLT_1.3.01 Manage, monitor & control the replication process in SAP HANA Studio (Load, Replicate, Stop, Suspend, Resume) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SLT_1.3.02 Apply changes to replication process in SAP HANA Modeler customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SLT_1.3.03 Resolve issues related to replication customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DS_1.0.00 SAP DataServicesAMS_DS_1.1.00 Application specific AMS Support Activities for Data Service

AMS_DS_1.1.01 Create/Modify Data Services Jobs customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_DS_1.1.02 Schedule Data Services Jobs customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_DS_1.1.03 Create/Configure database Connections For DS (e.g. ODBC) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_DS_1.1.04 Monitor jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DS_1.1.05 Delete batch job history customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DS_1.1.06 Support, create, edit and manage ETL processes (extraction, transformation, validation, data cleansing, load,

reconciliation)


AMS_DS_1.1.07 Execute performance tuning customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs PROD only

AMS_BI_1.0.00 SAP Business Objects - Business Intelligence SolutionsAMS_BI_1.1.00 Application specific AMS Support Activities for BI Platform - General

AMS_BI_1.1.01 Connect source systems (SAP or third-party) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.1.02 Configure, manage and support data connections (data source services) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.1.03 Create and maintain users customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.1.04 Monitor of BO specific jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.1.05 Execute performance optimizing & tuning customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.1.06 Check for application specific error logs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.1.07 Clean up system logs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.1.08 Create, configure and support BusinessObjects Business Views customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.1.09 Create, configure and support BusinessObjects universes customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.1.10 Perform Data Quality Checks and/or Data Cleansing customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.1.11 Support of SAP BusinessObjects rapid-deployment solutions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.2.00 Application specific AMS Support Activities for SAP BusinessObjects Analysis

AMS_BI_1.2.01 Create, modify and support BusinessObjects Analysis reports customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.3.00 Application specific AMS Support Activities for SAP BusinessObjects Web Intelligence

AMS_BI_1.3.01 Create, modify and support BusinessObjects Web Intelligence reports customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.4.00 Application specific AMS Support Activities for SAP Crystal Reports

AMS_BI_1.4.01 Create, modify and support Crystal Reports customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BI_1.5.01 Application Specific AMS Support Activities for SAP BusinessObjects Dashboards

AMS_BI_1.5.01 Create, modify and support BusinessObjects dashboards customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BPC_1.0.00 SAP Business Planning and ConsolidationAMS_BPC_1.3.00 Application specific AMS support Activities for Business Planning and Consolidation

AMS_BPC_1.3.01 Monitor and handle alerts customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BPC_1.3.02 Create and maintain users customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BPC_1.3.03 Check application specific error logs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BPC_1.3.04 Clean up of system logs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BPC_1.3.05 Manage system reports and journals customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BPC_1.3.06 Manage and support Applications/ Application Sets/ Dimensions and Business Process Flows customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BPC_1.3.07 Manage and support data (Package usage, Package maintenance, Data transformations) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BPC_1.3.08 Manage and support reports (create / edit reports, data modeling, data submission and distribution) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BPC_1.3.09 Customize menu (menu design, content, functions and commands) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BPC_1.3.10 Execute Data Quality Checks/ Data Cleansing customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_PI_PO_1.0.00 SAP PI / PO AMS_PI_PO_1.1.00 Application specific AMS support Activities for SAP PI / PO - Implementation

AMS_PI_PO_1.1.01 Execute post-installation configuration and initial setup of application customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.1.02 Initial deployment of ESR and SLD content customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.1.03 Initial security setup of the application customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.2.00 Application specific AMS support Activities for SAP PI / PO - Operations

AMS_PI_PO_1.2.01 Monitor of application components (availability & performance) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_PI_PO_1.2.02 Monitor the message processing (success & performance) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_PI_PO_1.2.03 Monitor communication channels, queues, backlogs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_PI_PO_1.2.04 Monitor BPM processes (success & performance) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_PI_PO_1.2.05 Maintain users and roles/authorizations (except for the SAP & initial customer administrator role) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.2.06 Plan, setup and monitor housekeeping of the application (messages, tasks, SRT logs) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_PI_PO_1.2.07 Adjust application parameterization and configuration customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_PI_PO_1.2.08 Handle errors and analyze root cause for incorrect message processing (mapping issues, connectivity, etc.) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.2.09 Check application readiness after changes (upgrades, patches, notes) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.2.10 Configure the required communication connections to partner systems customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.2.11 Implementation and change of integration scenarios (design, configuration) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.2.12 Implementation and change of BPM processes customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.2.13 Transport of objects (ABAP/Java) through landscape customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_PI_PO_1.3.00 Application specific AMS Support Activities for SAP PI / PO - Continuous Improvement

AMS_PI_PO_1.3.01 Performance Optimization and Tuning of application setup and configuration customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.3.02 Performance Optimization of integration scenario configuration and design customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.3.03 Performance Optimization of BPM processes implementation and configuration customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.4.00 Application specific AMS Support Activities for SAP PI / PO - Continuous Maintenance

AMS_PI_PO_1.4.01 Implement SAP Notes to integration server (ABAP) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.4.02 Update/Maintenance of ESR and SLD content customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.4.03 Maintenance of security setup of application customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_PI_PO_1.4.04 Maintenance of client certificates for external partners customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.0.00 SAP ERP

AMS_ERP_1.1.00 Application specific AMS Support Activities for ERP

AMS_ERP_1.1.01 Manage Job Scheduling: Job Scheduling, executing and monitoring for application specific Jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_ERP_1.1.02 Manage Interfaces: Monitoring and administration for application specific Interfaces customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_ERP_1.1.03 Check/Repair integration and data flow specific issues (with SAP Business Suite, SAP PI, other) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_ERP_1.1.04 Execute application specific monitoring (Application Log, Security Audit Log, Locks, Update Records, …) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_ERP_1.1.05 Check/Troubleshoot application specific ABAP dumps customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_ERP_1.1.06 Manage Data Archiving: Archiving/Deletion for Application Tables customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_ERP_1.1.07 Execute User Management: Maintain application specific Authorizations (roles/profile, authorization groups, object/data

related authorization)


AMS_ERP_1.1.08 Maintain of application specific customizing and configuration customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_ERP_1.1.09 Troubleshoot application specific issues (central/core Business Functions / Modules, Industry Solutions, Cross-Component

Solutions, Add-ons,…)


AMS_ERP_1.1.10 Troubleshoot SAP ERP Cross-Application Functions Issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_ERP_1.2.00 Application specific AMS Support Activities for ERP - Continuous Improvement

AMS_ERP_1.2.01 Execute changes to SAP solution (ABAP objects, functional requirements...) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs service provided only during office hours

AMS_ERP_1.2.02 Create / Change / Troubleshoot customer-code objects (reports, transactions, etc.) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.2.03 Create / Change / Troubleshoot custom screens (ABAP, WebUI, SAP Fiori) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.2.04 Create / Change / Troubleshoot ABAP query customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.2.05 Create / Change / Troubleshoot Forms/Scripts customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.2.06 Create / Change / Troubleshoot SAP Business Workflows customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.2.07 Create / Change / Troubleshoot coding for Mass Data Maintenance customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.2.08 Check coding for ABAP Best Practices customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.2.09 Check coding for Performance (ABAP) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.2.10 Maintain custom tables and indexes customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.2.11 Manage Z-objects customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.2.12 Execute performance analysis & optimization of application customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs service provided only during office hours

AMS_ERP_1.3.00 Application specific AMS Support Activities for ERP - Continuous Maintenance

AMS_ERP_1.3.01 Adjust SPAU/SPDD (reports, etc.) after application maintenance activity (upgrade, patch, notes implementation) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.3.02 Check application specifically after application maintenance activity (upgrade, patch, notes implementation) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.3.03 Identify any customize changes required to make support packages operational customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.3.04 Plan and execute transports to move objects between SAP systems customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.3.05 Check transport protocols for transport issues customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.3.06 Address functional transport problems customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.3.07 Test object changes customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_ERP_1.3.07 Accept object changes customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.0.00 SAP Customer Relationship ManagementAMS_CRM_1.1.00 Application specific AMS support Activities for CRM

AMS_CRM_1.1.01 Troubleshoot SAP CRM Service/Sales/Marketing related functional issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.02 Troubleshoot for functional related issues of CRM add-on functions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.03 Manage Job Scheduling: Job scheduling, executing and monitoring for application specific Jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.04 Manage Interfaces: Monitoring and administration for application specific Interfaces customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.05 Check/Repair integration and data flow specific issues (integration with SAP Business Suite, SAP PI, other) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.06 Monitor Application (Application Log, Security Audit Log, Locks, Update Records, …) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.07 Check/Troubleshoot application specific ABAP dumps customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.08 Manage Data Archiving: Archiving/Deletion for Application Tables customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.09 Execute User Management: Maintain application specific Authorizations (roles/profile, authorization groups, object/data



AMS_CRM_1.1.10 Manage Software Changes: Handling of application specific Transport Issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.11 Maintain of application specific Customizing & Configuration customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.12 Monitor and Administer CRM Middleware (Housekeeping, Availability, Performance) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.13 Check/Repair CRM Middleware related issues (BDoc processing, queues) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.14 Check/Repair issues in the CTI (Telephone and Mail integration) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.15 Check/Repair MS Outlook Groupware integration issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.16 Check/Repair SAP CRM External List Management (ELM) issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.17 Check/Repair SAP CRM Condition Technique & Internet Pricing and Configurator (IPC) issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.1.18 Check/Repair CRM Access Control Engine (ACE) specific issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_CRM_1.2.00 Application specific AMS support Activities for CRM - Continuous Improvement

AMS_CRM_1.2.01 Execute changes to SAP solution (ABAP objects, functional requirements...) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.2.02 Create / Change / Troubleshoot customer-code objects (reports, transactions, etc.) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.2.03 Create / Change / Troubleshoot custom screens (ABAP, WebUI, SAP Fiori) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.2.04 Create / Change / Troubleshoot ABAP query customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.2.05 Create / Change / Troubleshoot Forms/Scripts customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.2.06 Create / Change / Troubleshoot AP Business Workflows customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.2.07 Create / Change / Troubleshoot coding for Mass Data Maintenance customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.2.08 Check coding for ABAP Best Practices customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.2.09 Check coding for Performance (ABAP) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.2.10 Maintain custom tables and indexes customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.2.11 Manage Z-objects customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.2.13 Execute performance analysis & optimization of application customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.3.00 Application specific AMS support Activities for CRM - Continuous Maintenance

AMS_CRM_1.3.01 Adjust SPAU/SPDD (reports, etc.) after application maintenance activity (upgrade, patch, notes implementation) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.3.02 Check application specifically after application maintenance activity (upgrade, patch, notes implementation) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.3.03 Identify any customize changes required to make support packages operational customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.3.04 Plan and execute transports to move objects between SAP systems customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.3.05 Check transport protocols for transport issues customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.3.06 Address functional transport problems customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.3.07 Test object changes customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_CRM_1.3.08 Accept object changes customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.0.00 SAP Supply Chain ManagementAMS_SCM_1.1.00 Application specific AMS Support Activities for SCM

AMS_SCM_1.1.01 Troubleshoot SAP SCM eWM/APO/EM/SCN related issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.1.02 Manage Job Scheduling Management: Job Scheduling, executing and monitoring for application specific Jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.1.03 Manage Interfaces: Monitoring and administration for application specific Interfaces customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.1.04 Check/Repair integration and data flow specific issues (integration with SAP Business Suite, SAP PI, other) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.1.05 Monitor Application (Application Log, Security Audit Log, Locks, Update Records, …) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.1.06 Check/Troubleshoot application specific ABAP dumps customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.1.07 Manage Data Archiving: Archiving/Deletion for Application Tables customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.1.08 Execute User Management: Maintain application specific Authorizations (roles/profile, authorization groups, object/data



AMS_SCM_1.1.09 Manage Software Changes: Handling of application specific Transport Issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.1.10 Maintain of application specific Customizing & Configuration customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.1.11 Monitor availability with GRMG/GRMG Lite customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.2.00 Application specific AMS support Activities for SCM - Continuous Improvement

AMS_SCM_1.2.01 Execute changes to SAP solution (ABAP objects, functional requirements...) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.2.02 Create / Change / Troubleshoot customer-code objects (reports, transactions, etc.) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.2.03 Create / Change / Troubleshoot custom screens (ABAP, WebUI, SAP Fiori) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.2.04 Create / Change / Troubleshoot ABAP query customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.2.05 Create / Change / Troubleshoot Forms/Scripts customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.2.06 Create / Change / Troubleshoot AP Business Workflows customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.2.07 Create / Change / Troubleshoot coding for Mass Data Maintenance customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.2.08 Check coding for ABAP Best Practices customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.2.09 Check coding for Performance (ABAP) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.2.10 Maintain custom tables and indexes customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.2.11 Manage Z-objects customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.2.12 Execute performance analysis & optimization of application customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.3.00 Application specific AMS support Activities for SCM - Continuous Maintenance

AMS_SCM_1.3.01 Adjust SPAU/SPDD (reports, etc.) after application maintenance activity (upgrade, patch, notes implementation) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.3.02 Check application specifically after application maintenance activity (upgrade, patch, notes implementation) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.3.03 Identify any customize changes required to make support packages operational customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.3.04 Plan and execute transports to move objects between SAP systems customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.3.05 Check transport protocols for transport issues customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.3.06 Address functional transport problems customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.3.07 Test object changes customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.3.08 Accept object changes customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SCM_1.4.00 Application specific AMS Support Activities for SCM - Info Center (SCIC)

AMS_SCM_1.4.01 initial SCIC-relevant setup of source system customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis e.g. setup of secondary database connection / RFC

AMS_SCM_1.4.02 Setup of LiveCache Replication Jobs in source system customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.4.03 Monitoring of LiveCache Replication Jobs in customer system customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.4.04 creation of custom KPIs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.4.05 Manage end users with HANA studio customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.5.00 Application specific AMS Support Activities for SCM - Network Collaboration

AMS_SCM_1.5.01 Execute periodic tasks for SAP NetWeaver Gateway in Relation to SAP SNC customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SCM_1.5.01 Execute periodic tasks for SAP NetWeaver SAP SNC (specific housekeeping, Supplier Managed Inventory, Release

Processing, SNC scenario specific manual tasks)


AMS_SCM_1.5.01 Troubleshoot SAP Supply Network Collaboration, User Interface Add-On for Purchase Order Collaboration 1.0 related

issues


AMS_SRM_1.0.00 SAP Supplier Relationship Management (SRM)AMS_SRM_1.1.00 Application specific AMS Support Activities for SRM

AMS_SRM_1.1.01 Troubleshoot SAP SRM application related issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SRM_1.1.02 Manage Job Scheduling: Job Scheduling, executing and monitoring for application specific Jobs customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SRM_1.1.03 Manage interfaces: Monitoring and administration for application specific Interfaces customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SRM_1.1.04 Check/Repair integration and data flow specific issues (integration with SAP Business Suite, SAP PI, other) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SRM_1.1.05 Monitor Application (Application Log, Security Audit Log, Locks, Update Records, …) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SRM_1.1.06 Check/Troubleshoot application specific ABAP dumps customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SRM_1.1.07 Manage Data Archiving: Archiving/Deletion for Application Tables customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SRM_1.1.08 Execute User Management: Maintain application specific Authorizations (roles/profile, authorization groups, object/data



AMS_SRM_1.1.09 Manage Software Changes: Handling of application specific Transport Issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SRM_1.1.10 Maintain of application specific Customizing & Configuration customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SRM_1.1.11 Monitor SRM specifically: SAP Live Auction Cockpit Web Presentation Server based on Java (LACWPS) 6.0

AMS_SRM_1.1.12 Troubleshoot SAP Catalog Content Management (SRM-MDM)related issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SRM_1.1.13 Troubleshoot SAP SRM Add-ons (UI, Bid Security and Expert Bid Evaluation) related issues customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SRM_1.1.14 Troubleshoot SRM specific technical Scenarios (Purchase Order, Goods Receipt, Invoice) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_SRM_1.2.00 Application specific AMS support Activities for SCM - Continuous Improvement

AMS_SRM_1.2.01 Execute changes to SAP solution (ABAP objects, functional requirements...) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.2.02 Create / Change / Troubleshoot customer-code objects (reports, transactions, etc.) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.2.03 Create / Change / Troubleshoot custom screens (ABAP, WebUI, SAP Fiori) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.2.04 Create / Change / Troubleshoot ABAP query customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.2.05 Create / Change / Troubleshoot Forms/Scripts customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.2.06 Create / Change / Troubleshoot AP Business Workflows customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.2.07 Create / Change / Troubleshoot coding for Mass Data Maintenance customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.2.08 Check coding for ABAP Best Practices customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.2.09 Check coding for Performance (ABAP) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.2.10 Maintain custom tables and indexes customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.2.11 Manage Z-objects customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.2.12 Execute performance analysis & optimization of application customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.3.00 Application specific AMS Support Activities for SCM - Continuous Maintenance

AMS_SRM_1.3.01 Adjust SPAU/SPDD (reports, etc.) after application maintenance activity (upgrade, patch, notes implementation) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.3.02 Check Application specifically after application maintenance activity (upgrade, patch, notes implementation) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.3.03 Identify any customize changes required to make support packages operational customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.3.04 Perform pre-defined integration tests in DEV system customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.3.05 Execute final testing post support package application prior to import to production as per pre-defined tests for test

business processes


AMS_SRM_1.3.06 Work with end users in user acceptance testing of the support package application customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_SRM_1.3.07 Deploy to production as per transport policy in alignment with customer's system administrators customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.0.00 SAP Business WarehouseAMS_BW_1.1.00 Application specific AMS support Activities for BW

AMS_BW_1.1.01 Monitor, Analyze, correct lock entries customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.02 Manual upload of “ flat files” customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.03 Resolve operations related problems (roll-up, object activation, etc.) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.04 Initialize, manage, maintain all InfoProvider, InfoObjects, InfoSources, DataSources, OpenHubs including: DSO objects,

InfoObjects, InfoCubes, Multicubes, Aggregates, DTPs, Transformations, InfoSources, DataSources, extractors..


AMS_BW_1.1.05 Manage Job Scheduling/ Process Chain Scheduling, Executing and Monitoring customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.06 Check/Repair BW objects customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.07 Transport BW requests customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.08 Execute performance optimizing & tuning (PSA maintenance, partioning, etc.) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.09 Link new source systems (SAP or third-party) - RFC customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.10 Change system settings regarding object changeability / system opening customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.11 Check application for specific ABAP dumps customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.12 Manage End User Experience Monitoring customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.13 Execute Data Quality Checks/ Data Cleansing customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.14 Valide SPAU and execute post note implementation checks customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.15 Initialize, manage, maintain reporting layer including queries, BEx Analyzer, WAD and connected BO frontend tools customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.16 Execute regression testing of BI solutions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.17 Analyze Persistent Staging Area (PSA) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.18 Analyze change log of the DataStore object customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.19 Analyze Master Data and Texts for a Characteristic customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.20 Analyze top largest BW Objects (DSO's, Cubes) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.21 Analyze DTP temporary storage customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.22 Analyze request administration data customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.23 Analyze BW statistics tables customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.24 Analyze RSADMIN Parameter customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.1.25 Perform Housekeeping / Clean up of system & archiving customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_BW_1.2.00 Application specific AMS support Activities for BW - Continuous Improvement

AMS_BW_1.2.01 Execute changes to SAP solution (ABAP objects, functional requirements...) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.2.02 Create / Change / Troubleshoot customer-code objects (reports, transactions, etc.) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.2.03 Create / Change / Troubleshoot custom screens (ABAP, WebUI, SAP Fiori) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.2.04 Create / Change / Troubleshoot ABAP query customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.2.05 Create / Change / Troubleshoot Forms/Scripts customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.2.06 Create / Change / Troubleshoot AP Business Workflows customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.2.07 Create / Change / Troubleshoot coding for Mass Data Maintenance customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.2.08 Check coding for ABAP Best Practices customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.2.09 Check coding for Performance (ABAP) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.2.10 Maintain custom tables and indexes customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.2.11 Manage Z-objects customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.2.12 Execute performance analysis & optimization of application customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.3.00 Application specific AMS Support Activities for BW - Continuous Maintenance

AMS_BW_1.3.01 Adjust SPAU/SPDD (reports, etc.) after application maintenance activity (upgrade, patch, notes implementation) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.3.02 Check Application specifically after application maintenance activity (upgrade, patch, notes implementation) customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.3.03 Identify any customize changes required to make support packages operational customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.3.04 Perform pre-defined integration tests in DEV system customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.3.05 Execute final testing post support package application prior to import to production as per pre-defined tests for test

business processes


AMS_BW_1.3.06 Work with end users in user acceptance testing of the support package application customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_BW_1.3.07 Deploy to production as per transport policy in alignment with customer's system administrators customer responsible to perform/deliver, can be delegated to SAP as one-time service at additional costs

AMS_DSIM_1.0.00 SAP Business Warehouse with Demand Signal Management (DSiM) add-onAMS_DSIM_1.1.00 Application specific AMS support Activities for DSiM - BW General

AMS_DSIM_1.1.01 Monitor, analyze, correct lock entries customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.02 Upload manually “flat files” customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.03 Resolve operations related problems (roll-up, object activation, etc.) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.04 Initialize, manage, maintain all InfoProvider, InfoObjects, InfoSources, DataSources, OpenHubs including: DSO objects,

InfoObjects, InfoCubes, Multicubes, Aggregates, DTPs, Transformations, InfoSources, DataSources, extractors.


AMS_DSIM_1.1.05 Manage Job Scheduling/ Process Chain Scheduling, Executing and Monitoring customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.06 Check/Repair BW objects customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.07 Transport BW requests customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.08 Execute performance optimizing & tuning (PSA maintenance, partioning, etc.) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.09 Link new source systems (SAP or third-party) - RFC customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.10 Checking application for specific ABAP dumps customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.11 Analyze Persistent Staging Area (PSA) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.12 Analyze change log of the DataStore object customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.13 Analyze Master Data and Texts for a Characteristic customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.14 Analyze top largest BW Objects (DSO's, Cubes) customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.15 Analyze DTP temporary storage customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.16 Analyze request administration data customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.17 Analyze BW statistics tables customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.18 Analyze RSADMIN Parameter customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.19 Perform housekeeping / clean up of system & archiving customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.20 Change system settings regarding object changeability / system opening customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.21 Validate SPAU and execute post note implementation checks customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.22 Initialize, manage, maintain reporting layer including queries, BEx Analyzer, WAD and connected BO frontend tools customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.23 Execute regression testing of BI solutions customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.1.24 Train end users, create training material and end user documentation customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis service provided only during office hours

AMS_DSIM_1.2.00 Application specific AMS support Activities for DSiM

AMS_DSIM_1.2.01 Monitor alerts customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.02 Analyze trace and log files customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.03 Monitor workload / performance customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.04 Manage component-specific housekeeping customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.05 ManageUser Authorization customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.06 Connect an additional retailer or research company customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.07 Load data from retailers and market research companies customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.08 Load data from ERP systems customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.09 Check and validate loaded source data customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.10 Compare data with previous loads customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.11 Clarify data issues with data supplier customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.12 Map and harmonize master data objects from different sources customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.13 Enrich data with additional records and calculated key figures customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.14 Control and monitor the entire upload process customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.15 Connect additional systems that receive DSiM data customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.16 Set up process to submit DSiM data to external systems customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.17 Manage and maintain reporting layer including queries customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

AMS_DSIM_1.2.18 Support during reporting and interpret the result customer responsible to perform/deliver, can be delegated to SAP as optional service on subscription basis

Fix-price line items

HEC_Roles_&_Responsibilities_MAR2014.xlsx

Service Description Remarks

FIX_1.0.00 Tasks provided on a fixed one-time fee

FIX_1.1.00 Tasks provided on a fixed one-time fee

INFRA_1.8.02 Restore files from backup (not as a result of failures, if caused by the customer) 6h per occurrence

HANA_1.1.11 Add an additional HANA node to increase HANA capacity 3 h per occurrence (only HANA side) Server Side not

considered

HANA_1.1.20 Create/modify users for HANA modeling in the SAP HANA studio 1h per occurrence

BASIC_1.3.00 Homogeneous system copy on existing systems (as part of change projects, e. g. refresh

of sandbox/test system)

12h per system (for a combination of any database and one

NW ABAP or NW JAVA stack, any additional system

components, e. g. SLT, DS or BOE not included);

includes/covers only generic/standardized system copy

procedure, customer specific pre-/post copy processing steps

need to be evaluated and priced separately; limitation for

standard copy: single-node architecture for SAP HANA

TO_NWABAP_1.2.01 Create, Copy, Delete Client within one SAP System 8h per occurrence (size restriction: 300GB)

TO_NWABAP_1.2.02 Perform client export/import between SAP systems 12h per occurrence (size restriction: 300GB)

TO_NWABAP_1.2.03 Transport Clients between SAP systems 12h per occurrence (size restriction: 200GB)

TO_NWABAP_1.1.20 Setup of archiving and reorganization of Web Service Runtime 4h per system

BASIC_1.2.11 Data security checks and provide recommendations for changes 8h per system

BASIC_1.2.12 Review of authorization concept and recommendation for improvement 24h per system

BASIC_1.5.03 Apply SAP Notes to SAP hosted software system (notes required to fix application related

issues)

2h per occurrence

BASIC_1.7.14 Identify end-user performance problems 8h per check

BASIC_1.7.15 Provide application performance analysis (e.g. ABAP) 12h per system

BASIC_1.7.19 Analyze EarlyWatch reports and provide recommendations for changes related to SAP

application (outside technical operations scope of HEC standard service)

8h per system

hec for production roles and responsibilities nov 2013

Documents

sap products

required sap responsible

hec sap responsible

satisfaction sap responsible

rejection sap responsible

close request sap responsible

sap group products

performdeliver sm