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Cloud-based

Managed Services for SAP

Service Catalogue

Version 1.8

Date: 28.07.2015

© 2015 ITPC AG ZURICH (SWITZERLAND) – ALL RIGHTS RESERVED PAGE 2

TABLE OF CONTENTS

Introduction ............................................................................................................................................................................. 4

Managed Services out of the Cloud ............................................................................................................................... 4

Cloud-based Flexibility, Efficiency and Scalability .................................................................................................... 4

Features ................................................................................................................................................................................ 4

Service Packages .................................................................................................................................................................... 5

Service Desk ........................................................................................................................................................................ 5

Service Management ........................................................................................................................................................ 5

SLA Reporting ..................................................................................................................................................................... 5

SAP System Support ......................................................................................................................................................... 5

SAP Monitoring .................................................................................................................................................................. 6

SAP Storage Management .............................................................................................................................................. 6

SAP Server Management ................................................................................................................................................. 7

SAP Database Management ........................................................................................................................................... 7

SAP Basis Operations ....................................................................................................................................................... 8

SAP Background Processing & Job Scheduling .......................................................................................................... 9

SAP Print Management .................................................................................................................................................... 9

SAP Backup and Recovery ............................................................................................................................................... 9

SAP Systems Performance & Capacity Planning ..................................................................................................... 10

SAP Security ...................................................................................................................................................................... 10

SAP Patches & Enhancements ..................................................................................................................................... 11

SAP Application Changes .............................................................................................................................................. 11

Support Models ..................................................................................................................................................................... 12

5 x 24h Support ................................................................................................................................................................. 12

7 x 24h Support ................................................................................................................................................................. 12

Service Levels ........................................................................................................................................................................ 13

Silver .................................................................................................................................................................................... 13

Gold ..................................................................................................................................................................................... 13

Platinum ............................................................................................................................................................................. 13

Service Desk ........................................................................................................................................................................... 14

Introduction ....................................................................................................................................................................... 14

Service description .......................................................................................................................................................... 14

Responsibilities and accountabilities of ITPC ....................................................................................................... 14

Responsibility and accountability of the customer ............................................................................................. 14


Scope of Service Desk’s service ............................................................................................................................... 14

Problem management ............................................................................................................................................... 14

Errors in the system operation and severity codes ............................................................................................. 14

Severity codes .............................................................................................................................................................. 15

Second Level Support / Onsite Support ................................................................................................................ 15

SAP Basis Operations .......................................................................................................................................................... 16

Introduction ....................................................................................................................................................................... 16

Delivery Management .................................................................................................................................................... 16

Services .......................................................................................................................................................................... 16

Service Desk (Helpdesk) ................................................................................................................................................. 16

Services .......................................................................................................................................................................... 16

Monitoring ......................................................................................................................................................................... 17

Operating System ....................................................................................................................................................... 17

Database ........................................................................................................................................................................ 17

SAP Basis ....................................................................................................................................................................... 17

Terms & Conditions .............................................................................................................................................................. 18

Service Duration ............................................................................................................................................................... 18

Upgrade Path .................................................................................................................................................................... 18


I N T R O D U C T I O N

M A N A G E D S E R V I C E S O U T O F T H E C L O U D

ITPC Cloud Managed Services for SAP – a Cloud-based Operation Support Centre providing SAP Technology

Management Services on a 24x7x365 basis to support and maintain our customers SAP environments,

delivering high quality services with maximum flexibility, predictability and scalability of Operations.

C L O U D - B A S E D F L E X I B I L I T Y , E F F I C I E N C Y A N D S C A L A B I L I T Y

Our Cloud-based Operations model does not follow the traditional way of managing support on a FTE-based

structure. We change the vision of Technology Support by introducing a System-based Support structure,

which is the most cost-effective way to manage all SAP Technology related activities. We provide AMS as a

service in the true sense of the word, which is a system-driven rather than a person-driven approach,

whereby the customer has more clarity as per standardized SLAs, more control with less management cost

and a lower TCO. This provides the flexibility to focus more on the core business and less on system

downtime and security breaches.

ITPC offers its customers a comprehensive portfolio of SAP services, which includes application support and

solutions, as well as the efficient operation of the SAP environment itself. Cloud-managed services for SAP

means that ITPC provides support and operational services from its own delivery centres. The service range

includes safeguarding SAP infrastructure operational support and maintenance of the SAP system technical

layer, as well as the underlying RDBMS, plus preventative services such as backup, restore, high availability

and disaster recovery.

F E A T U R E S

� Innovative concept

� Innovative pricing model

� Acts as a virtual extension of customers IT support environment

� Combined offerings for Operations, Maintenance and Administration

� Aggressive off-shoring through 7 x 24h service

� Fixed-cost approach to manage SAP AMS

o Four different service packages

o Support model 5 x 24h and 7 x 24h, available per SAP system

o Three different Service Levels

o Differentiation between ten different SAP system types

� Offers multiple level of support

� More reliable and secure

� SLA-based management and performance measurement

� Reduced TCO with greater flexibility and scalability

� Standardized support and delivery model based on ITIL best practices


S E R V I C E P A C K A G E S

S E R V I C E D E S K

Single Point Of Contact for SAP customers for SAP Incidents and

Requests

Study and assign Incidents to the 2nd level support for resolution

Receive problem notifications from 2nd level support groups, other

Client Help Desks and keep the end users informed

Receive alert messages / fault tickets from System Monitoring and

work on the same

S E R V I C E M A N A G E M E N T

Conduct analysis of lead times for the most critical processes

Conduct SAP service reviews and coordinate improvements

Review SLAs, OLAs and contracts and revise when necessary

Set up regular SAP Service Level Reporting process and

continuously monitor compliance with the SLA.

Create a communication plan to communicate with IT, Vendors,

Third Parties and the business.

Conduct regular reviews of the Service Level Management process

Conduct SAP service support reviews and provide

recommendations for improvements

Conduct monthly SLA performance review meetings

S L A R E P O R T I N G

Provide weekly and monthly reports on the Availability of SAP

software and all details relevant to the calculation of such

Availability

Produce Service Level trend analysis reports to identify areas for

continuous improvement

Develop Change Management policies & procedures

S A P S Y S T E M S U P P O R T

Troubleshoot and resolve all SAP system problems according to the

response times agreed to.

Modify and keep up to date the SAP system changes

documentation

Support application team in resolution of app. performance

problems

Light Base Comfort Priority


S A P M O N I T O R I N G

Monitor SAP system

Monitor SAP system availability and response time behaviour

Monitor performance adjustments for their effectiveness

Monitor and respond to application related events, errors and logs

Perform daily SAP system checks

Define and maintain SAP application monitoring requirements

Identify end-user performance problems

Manage application performance and identify performance issues

Track results of tuning actions

Manage workload balancing

Refine the work process environment on observations

Terminate/cancel process per requests on predefined procedures

Analyse ABAP short dumps, core dumps, etc.

Optimize SQL statements to meet application performance

requirements

Clean up failed updates or existing locks as per predefined

procedure

S A P S T O R A G E M A N A G E M E N T

Monitor & Report Storage Performance

Develop a storage monitoring and management plan

Define data storage policies and procedures

Support with Storage problem resolution

Conduct SAP storage capacity planning



S A P S E R V E R M A N A G E M E N T

Monitoring SAP server (CPU, memory, disk, services)

Monitor OS performance adjustments for impact on the application

Conduct computer capacity and procurement planning

Support with SAP server OS problem resolution

Conduct regular reviews of the SAP Server Administration process

Determine optimal performance settings for OS parameters

Support OS for SAP related software including patch management

Defining backup and restore policies

Implement and follow backup and restore policies

Manage the license for all SAP server components

Provide 2nd Level Support for all SAP servers’ operating system-

related incidents including diagnosis activities.

Provide 2nd Level Support for all SAP servers incidents related to

SAP and / or DB applications including diagnosis activities.

Liaise with Third-party hardware support contractors and/or

manufactures as needed to escalate OS related

Install patches and bug fixes for the Operating System

Provide advice and guidance on the selection, sizing, procurement

and usage of servers and related utility software

Control and maintain the access controls and permissions

Perform Capacity Management to help achieve optimum

throughput, utilization and performance

S A P D A T A B A S E M A N A G E M E N T

Monitor the SAP database system including log files

Monitor SAP database growth

Implement and monitor the SAP data backup strategy

Perform SAP database performance analysis

Manage tables, table spaces and space usage

Manage next extent sizes

Support with database problem resolution

Install patches and bug fixes for the SAP database system

Conduct regular reviews of SAP Database Management process

Define Database Monitoring Requirements



S A P B A S I S O P E R A T I O N S

Monitor SAP to SAP interfaces

Monitor SAP to non-SAP interfaces from SAP side

Monitor time-controlled operation mode switching dialog

operation/background operation

Setup work process and operations mode definitions

Determine optimal performance settings for SAP parameters

Configure SAP tuneable parameters

Perform SAP R/3 profile modifications as required

Perform Database profile modifications as required

Support with SAP Basis problem resolution

Provide SAP system access to perform Early Watch reviews

Analyse Early Watch reports and provide recommendations (BASIS)

Analyse Early Watch reports and provide recommendations

(NON-BASIS)

Resolve any issues identified in SAP early watch reports (BASIS)

Maintain SAP landscape and client instance strategy

Conduct SAP client removes, refreshes and copies

Validate application data integrity and consistency following any

system or module restoration activities

Define and maintain a testing and release schedule for application

patches or fixes

Configure transport domains, transport groups, transport layer and

transport paths

Analyse and resolve all errors during transports (BASIS)

Setup the Change and Transport system

Import and monitor transports as per predefined procedure

Send status after importing SAP transport requests



S A P B A C K G R O U N D P R O C E S S I N G & J O B S C H E D U L I N G

Monitoring background jobs

Monitoring long running jobs on SAP system

Define SAP job-scheduling strategies based on requirements

Maintain system batch schedule strategy and job dependencies

Trigger & Implement batch jobs

Conduct regular reviews of the SAP Background Processing & Job

Scheduling process

Terminate/cancel jobs per requests on pre-defined procedures

Assess impact of failed jobs

Verify results for job completion and accuracy

S A P P R I N T M A N A G E M E N T

Monitor the SAP spoolers

Monitor the operating system spoolers

Monitor and routinely reorganize the SAP spool database

Define and maintain SAP print queues and spool processes

Investigate and resolve print problems through Incident/Problem

Management processes

Create and administer the printers on the SAP system

Define output management requirements

Archive & delete old spool jobs

S A P B A C K U P A N D R E C O V E R Y

Monitor database and log backup

Define and document backup & recovery policies for SAP

Perform point-in-time recovery from archive logs after restore

Perform complete and / or incremental backups for SAP data

Define media rotation requirements

Restore complete or incremental backup as needed after system

failures.

Test backup/restore procedures periodically

Validate application data integrity and consistency following any

system or module restoration activities



S A P S Y S T E M S P E R F O R M A N C E & C A P A C I T Y P L A N N I N G

Monitor system performance and capacity

Manage application performance and identify performance issues

Manage system and database performance issues

Provide trend analysis as input to capacity forecasting

Develop capacity plan based on Requirements

Conduct regular risk analysis and risk management to expose and

reduce potential weak spots in the SAP infrastructure

Determine possibility to recreate the production environment in

case of a disaster

Investigate & document SAP interface failures

Determine disaster recovery requirements based on business needs

Determine disaster recovery strategy to meet requirements

Develop disaster recovery procedures (SAP infrastructure only)

Review disaster recovery plans with management

Execute Disaster Recovery Tests (Application Testing)

S A P S E C U R I T Y

Create & modify SAP user accounts

Authorize SAP profile maintenance

Assign SAP users to profiles according to approval

Maintain security profiles and templates

Support customer audit requirements related to security profiles

Prevent the infiltration of the SAP systems

Implement a password administration policy and procedure for

Administrators

Create new OS local users, groups as necessary



S A P P A T C H E S & E N H A N C E M E N T S

Apply changes to SAP NetWeaver (SAP notes, corrections, etc.)

Apply SAP Kernel patches

Apply SAP patches and Support Packages

Conduct Business Impact Analysis on each request for NetWeaver

related changes

Prioritize NetWeaver related change request

Conduct preventive maintenance and other scheduled maintenance

services - Planned Maintenance (SAP Patches)

S A P A P P L I C A T I O N C H A N G E S

Ensure Changes to the SAP application are approved by customer

Change Management Control Board

Support with development of KPIs for SAP Changes

Support Change Management Board as per defined procedures



S U P P O R T M O D E L S

5 X 2 4 H S U P P O R T

The Service Desk is available from Monday 04:00 am CET until Saturday, 04:00 am CET. The reaction times

based on subscribed Service Level will be guaranteed within the 5 x 24h Service Desk availability.

7 X 2 4 H S U P P O R T

The Service Desk is available from Monday 00:00 am CET until Sunday 12:00 pm CET. The reaction times

based on subscribed Service Level will be guaranteed within the 7 x 24h Service Desk availability.


S E R V I C E L E V E L S

S I L V E R

There is a maximum response and reaction time of 12 hours for SAP systems with the Silver service level.

The time for the response and reaction time is calculated from the point in time when the Support Request

has reached the ITPC Service Desk.

Service Level Silver is the ideal fit for SAP non-production systems, such as Sandboxes, temporary systems

or for Solution Manager Systems.

Select the Silver level for SAP systems which have a lesser impact on the critical business processes.

G O L D

There is a maximum response and reaction time of 4 hours for SAP systems with the Gold service level. The

time for the response and reaction time is calculated from the point in time when the Support Request has

reached the ITPC Service Desk.

Service Level Gold is the ideal fit for SAP non-production systems, such as Development or Quality

Assurance systems.

Select the Gold level for SAP systems which are not fully mission-critical and have a medium impact on the

critical business processes.

P L A T I N U M

There is a 15-minute maximum response and reaction time for mission-critical SAP systems with the

Platinum service level. The time for the response and reaction time is calculated from the point in time when

the Support Request has reached the ITPC Service Desk.

Service Level Platinum is the ideal fit for SAP production systems.

Select the Platinum level for SAP systems which run critical business processes.


S E R V I C E D E S K


The Service Desk subscription is part of the Base Service Package and is available for all customers with

active Cloud Managed Services for SAP subscription.

S E R V I C E D E S C R I P T I O N

RESPONSIBILITIES AND ACCOUNTABILITIES OF ITPC

Service Desk is always the first and only contact point in case of questions, contracts or problems for the

super user and it is accessible to the super user by using a central telephone number. Service Desk reverts

to the required specialist department depending on the requirement and which can complete the order with

the minimum time possible and with the best quality.

RESPONSIBILITY AND ACCOUNTABILITY OF THE CUSTOMER

The customer (super user) registers errors to the ITPC Service Desk immediately after it becomes known.

He/she defines the error and helps the Service Desk to understand the error.

SCOPE OF SERVICE DESK’S SERVICE

Service Desk accepts all user queries or problems of the customer. It defines the severity code per query or

problem with the customer. If the Service Desk cannot rectify the problem or answer the query, it forwards

the problem ticket directly to the appropriate specialist department (applications consulting or SAP

Support). Service Desk supporter is responsible for ensuring that all problems are processed and fulfilled

according to severity code. Service Desk informs the user (user with a query) that the problem has been

rectified.

Support is provided in German language unless otherwise agreed in writing.

PROBLEM MANAGEMENT

ITPC shall periodically examine the reason of the problems occurred and shall put forward suggestions of

improvement to the customer.

ERRORS IN THE SYSTEM OPERATION AND SEVERITY CODES

A severity code is allocated when recording errors. In order to ensure that the correct severity code is

allocated, information about how the error affects the operation is required when registering the error.

These are:


SEVERITY CODES

The following Severity Codes are available:

CODE DESCRIPTION REACTION TIME (MAX.)

1

Critical problem:

The customer cannot use the service or the system (e.g. system failure of a

production system)

15 Minutes

2 Big problem :

The customer can use the service but with considerable problems 4 hours

3

Small problem :

The user is confronted with an error which does not seriously interfere with

his service, e.g. a printer does not function (replacement available)

12 hours

4

No direct effect on the use of the system by the user:

Here, it can concern information request, suggestion or complaint on

behalf of the user.

2 days

SECOND LEVEL SUPPORT / ONSITE SUPPORT

Second level support is normally over remote access to the customer system. Support begins within the

framework of the reaction times according to the severity code.

Onsite support is referred to only when the problem cannot be solved either telephonically or with the help

of remote access or when the customer desires an appropriate usage. The customer ensures that ITPC

consultant or the consultant from responsible Partner Company has access or admittance to the system.


S A P B A S I S O P E R A T I O N S


Our SAP Basis Operations Support includes the operations part and the system monitoring for all the SAP

components.

D E L I V E R Y M A N A G E M E N T

Our Delivery Management is the single point of contact (SPOC) for the change and escalation management.

In addition, the Delivery Manager is supervising the SLA and is responsible for the reporting tasks.

SERVICES

Following services are executed within the Delivery Management services:

TASK PERIODICITY

DELIVERY MANAGEMENT ONGOING

CHANGE MANAGEMENT ONGOING

INCIDENT MANAGEMENT ONGOING

ESCALATION MANAGEMENT ONGOING

SUPERVISION OF SLA AT OCCURRENCE

REPORTING ONGOING

COORDINATION WITH CUSTOMER AND INFRASTRUCTURE PROVIDER ONGOING

S E R V I C E D E S K ( H E L P D E S K )

Our Support Desk is the single point of contact (SPOC) for all support requests, incidents and for the alerts

generated by the automated system monitoring.

SERVICES

Following services are executed within the Service Desk and Helpdesk coverage:

TASK PERIODICITY

SINGLE POINT OF CONTACT WITH GUARANTEED SUPPORT TIMES ONGOING

CHANGE MANAGEMENT SUPPORT ONGOING

INCIDENT MANAGEMENT (TICKET HANDLING) ONGOING

ESCALATION MANAGEMENT SUPPORT AT OCCURRENCE

COORDINATE WITH CUSTOMER REGARDING ISSUES ONGOING

COORDINATE WITH CUSTOMER REGARDING CHANGES ONGOING

MICROSOFT SECURITY PATCHING: COORDINATE WITH CUSTOMER ON REQUEST

INFRASTRUCTURE MAINTENANCE: COORDINATION AND SUPPORT ON REQUEST


M O N I T O R I N G

Our SAP Basis Operations Support includes the system monitoring for all the SAP components.

OPERATING SYSTEM

The following services and checks are executed on Operating System level:

TASK PERIODICITY

CHECK CPU, MEMORY AND SWAP SPACE EVERY 5-15 MINUTES

CHECK FILE SYSTEM FREE SPACE EVERY 5-15 MINUTES

CHECK OS SERVICES AND PROCESSES EVERY 5-15 MINUTES

DATABASE

The following services and checks are executed on Database level:

TASK PERIODICITY

CHECK DATABASE BACKUP EVERY 5-15 MINUTES

CHECK TRANSACTION LOG BACKUP EVERY 5-15 MINUTES

CHECK DATABASE AND LOG SIZE AND FREE SPACE EVERY 5-15 MINUTES

CHECK DATABASE CONSISTENCY EVERY 5-15 MINUTES

SAP BASIS

The following services and checks are executed on SAP systems level:

TASK PERIODICITY

CHECK SAP LOGIN EVERY 5-15 MINUTES

CHECK SYSTEM STATUS EVERY 5-15 MINUTES

CHECK SAP INSTANCE AND APPLICATION SERVER EVERY 5-15 MINUTES

CHECK WORKPROCESS STATUS EVERY 5-15 MINUTES

CHECK RFC AND GUI USERS EVERY 5-15 MINUTES

CHECK LOCK ENTRIES EVERY 5-15 MINUTES

CHECK UPDATE ERRORS EVERY 5-15 MINUTES

CHECK ABAP/4 SHORTDUMPS EVERY 5-15 MINUTES

CHECK BATCH JOBS EVERY 5-15 MINUTES

CHECK BATCH INPUT PROCESSING EVERY 5-15 MINUTES

CHECK SPOOL FILES EVERY 5-15 MINUTES

CHECK TRFC / ARFC PROCESSING EVERY 5-15 MINUTES

CHECK IDOCS EVERY 5-15 MINUTES

CHECK SAPCONNECT EVERY 5-15 MINUTES

CHECK SAP DIRECTORIES EVERY 5-15 MINUTES

CHECK PORTAL URL EVERY 5-15 MINUTES

CHECK PORTAL LOGIN EVERY 5-15 MINUTES

CHECK SAP LOGIN EVERY 5-15 MINUTES

CHECK SYSTEM STATUS EVERY 5-15 MINUTES


T E R M S & C O N D I T I O N S

S E R V I C E D U R A T I O N

Each Service Package requires a certain minimum term, which also determines the minimum term of the

managed service contract.

SERVICE PACKAGE LIGHT BASE COMFORT PRIORITY

MINIMUM TERM 12 month 12 month 24 month 36 month

The Support Model per SAP system can be switched between 5x24h and 7x24h after a minimum

subscription term.

SUPPORT MODEL 5 X 24H 7 X 24H

MINIMUM TERM 3 month 3 month

The Service Level per SAP system can be switched between Silver, Gold and Platinum after a minimum

subscription term.

SERVICE LEVEL SILVER GOLD PLATINUM

MINIMUM TERM 1 month 1 month 1 month

U P G R A D E P A T H

Service Packages can be upgraded or downgraded to an upper or lower level of service. The following table

illustrates the possible upgrade path with their corresponding waiting times.

SERVICE PACKAGE LIGHT BASE COMFORT PRIORITY

LIGHT - 1 month 1 month 1 month

BASE 12 month - 1 month 1 month

COMFORT 12 month 12 month - 1 month

PRIORITY 12 month 12 month 12 month -

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