Service Description Managed Applications for SAP

Transcription

1 Service Description Managed Applications for SAP Table of contents 1 DEFINITIONS PURPOSE OF THE DOCUMENT OVERVIEW OF THE SERVICE OVERALL DESCRIPTION GEOGRAPHICAL FOOTPRINT TERMS OF USE PRICES LICENSES... 3 DURATION SCHEDULED MAINTENANCE ACCESS TO THE SERVICE PREREQUISITE NETWORK CONTENT OF THE SERVICE SAP MANAGED SERVICES Service Overview SAP setup SAP migration SAP run Change catalog SAP HANA TRIAL SAP prototyping SAP sandbox SUPPORT SUPPORT ACCESS SUPPORT OFFERS CHANGES SERVICE LIMITATIONS /8

2 1 Definitions Complementary to the definitions as per General Terms and Conditions, the following specific definitions shall apply with respect to this Service Description. Availability Zone refers to a separate data center sufficiently distant from the others, if any, in the same Region to allow the implementation of a local resilience. Availability Zones in each Region are listed in the Service Description. Environment refers to a subset of the Managed Tenant hosting a given SAP application for one of the following purposes: trial, development, qualification, preproduction, production. General Terms and Conditions refers to Orange Business Services general terms and conditions for Cloud Services. Managed Tenant refers to the Tenant in which the Customer s Service is hosted. Creation, deletion, modification and listing of these resources and associated Features may be performed by Orange Business Services only. Region refers to a geographical area where the Service is available on one or several Availability Zone(s). The Regions are listed in the Service Description. Service refers to the service Managed Applications for SAP provided for one Managed Tenant. Each Managed Tenant constitutes a separate Service. Service Unit refers to a sub-set of the service provided for one SAP application, covering all its components and Environments. The Customer subscribes to Service Units using the Order Form. Tenant refers to a virtual private pool of resources on Flexible Engine cloud, only accessible to Users which are authenticated by login and password. Creation, deletion, modification and listing of these resources and associated Features may be performed by those Users only. 2 Purpose of the document The purpose of the present Service Description is to define the Managed Applications for SAP Service and to set forth the conditions under which it is provided by Orange Business Services, in application of General Terms and Conditions. 3 Overview of the Service 3.1 Overall description Through this Service, Orange Cloud for Business manages SAP and SAP Hana Environments hosted on Flexible Engine infrastructure. 3.2 Geographical footprint The Customer may subscribe to the Managed Applications for SAP Service across all Flexible Engine datacenters. The Region is selected by the Customer at the time of Order. 4 Terms of use 4.1 Prices The prices for the Service are fixed, with the exception of the change requests whose prices are revisable as per General Terms and Conditions. For any subscription for additional services in the course of the Contract, the prices in force at the time of this subscription apply. Prices are set by Region. When the prices depend on the duration of the commitment, the commitment period taken into account for the subscription of additional services is equal to the initial commitment duration minus the number of whole years since the initial subscription, up to attainment of the minimum commitment. The prices of the Managed Applications for SAP Service do not include the price of the Managed Tenant, to which the Customer must subscribe using the Purchase Order to benefit from the Service, and which prices are set out in the Flexible Engine Price List. 2/8

3 The Customer must subscribe the Managed Tenant support level when subscribing the Flexible Engine Managed Tenant. This support level will be charged according to the corresponding Flexible Engine price. 4.2 Licenses The Customer purchases his own licenses to the relevant provider for SAP applications and SAP Hana,. 4.3 Duration The minimum period for the Service is: 1 year for SAP managed services, or a longer period if stated in the Order Form 1 month for SAP Hana trial, or a longer period if stated in the Order Form 4.4 Scheduled maintenance Periodic scheduled maintenance will be limited to one slot of four hours each month. 5 Access to the Service 5.1 Prerequisite The Managed Applications for SAP Service relies on the Flexible Engine service, to which the Customer must also subscribe. The Tenant subscribed by the Customer is a Managed Tenant, administered by Orange Business Services. For Managed Tenants, some Flexible Engine functionalities will not be available to the Customer: Change management, incident management, and Flexible Engine releases (security rules, VM upgrades, etc.) are run under the Managed Applications for SAP service. The Flexible Engine console and reporting tool in the Cloud Store are available in read-only mode. The Customer delegates to Orange Business Services responsibility for selected management tasks on its Managed Tenant, in accordance with the provisions of the document herein. The support level for the Managed Tenant can only be Managed Tenant ; each VM in the Managed Tenant benefits from the level of support subscribed for the Managed Applications for SAP Service Units located on that VM. 5.2 Network The Customer shall subscribe necessary network access to Flexible Engine in order to access the Service. 6 Content of the Service 6.1 SAP managed services Service Overview SAP managed services aim at either setting up a new SAP application or migrating an existing SAP application for the Customer and operating the corresponding Environments. The Customer platform may rely on two different computing services on Flexible Engine: ECS for shared infrastructure or DEC for dedicated infrastructure, depending on Customer needs in terms of performance and security. For each SAP application, the Customer must subscribe SAP run activities and either SAP setup or SAP migration. This service grants access for the Customer to the change management catalog and tools for SAP Environments. It allows requesting for any type of non standard changes as well SAP setup The service includes: A project management phase delivering: 3/8

4 Customer s requirements collection Setup plan hand in hand with the Customer Testing plan Validation of setup and testing plans with the Customer Infrastructure platform setup SAP applications and database installation Verification phase and report All necessary documents ensuring that the client can use the Service (e.g. user guide) SAP migration The service includes: A project management phase delivering : Customer s requirements collection Migration plan Data migration plan Testing plan Validation of migration and testing plans with the Customer Infrastructure platform setup SAP legacy applications and database migration Verification phase and report All necessary documents ensuring that the client can use the Service (e.g. user guide) SAP run The service includes: Operation activities: Incident management Performance management Recurring change requests management (configuration, db patching, kernel updates, transport, EWA) Backups & restores management (including clone for refresh and management of backup policies) support packages management Database management (tablespaces, reorganization, refreshs, index..) Printers management Mandants management (creation, copy, removals) Transport management (routes, system) Creation of OSS messages (technical issues) OSS notes management Batchs management (via SAP or $U or VTOM) EWA analysis Tuning Early watch analysis Upgrade preparation Upgrade of existing SAP platform Acceptance testing Monitoring activities: A reporting portal (GUI) Alerts informations, settings Jobs low, medium, high, extreme Engine ok / nok External alerts snmp Monitoring of tablespaces, DB activity, backups, SAP events, batch jobs, SAP spools, lock entries, SAP queues, SAP logs, updates Monthly reporting Infrastructure management activities: 4/8

5 Datacenter management OS & virtual machines management Storage & backup management Change catalog The service provides the Customer with the possibility to request: 1. Standard changes 2. Custom changes Standard catalog: The Customer can request for any of the following packaged operations to be performed and all these changes are predefined in term of scope and price: Custom requests: Start the SAP Environment SAP System Message Create / Modify / Delete / Lock/Unlock Users as requested Create / Modify / Delete SAP HANA Users as requested Manage connection to SAP & System data Manage SAP printers & Outputs Manage Transport Management SysteHANA Delivery Unit transport Manage Technical Background Jobs Create/Modify/delete RFC, ALE, connection Add/Change/Delete SAP parameter Add/Change/Delete SAP HANA parameter Add/Change/Delete database parameter Patch Kernel or minor update (ex. from to ) Kernel patching and updating Manage clients/mandants (create, copy, delete) Implement SP SAP note analysis & implementation Create/Modify/delete Tablespace Export/Import/Reorganize Table Export/Import HANA tables Loading a table to memory of unloading a table to disk for HANA database Executing a database procedure or a SQL commande Categorize users for SAP licensing & Produce reporting Add users or transactions to roles - Remove authorizations from roles Manage Database backup requestmanage Database restore request Refresh an existing system with data from another (example : refresh Qual with Prod) Installation of a new fresh SAP Environment Upgrade Management & Processing & Validation Upgrade Management & Processing & Validation Migration to another OS / DB platform In addition, when the Customer needs for more specific / custom services he has the possibility to raise custom requests which are qualified by the Orange Business Services SAP teams and lead to a proposal on quote to the Customer. Tools: Up to 10 accounts (credentials) may be created to connect to the change management tool. 6.2 SAP Hana Trial The Service offers two SAP Hana Trial scenarios to allow the Customer to test use cases before going to production or in parallel to production workload. The options are Prototyping and Sandbox : Prototyping allows to test a new application Sandbox is intended for testing evolutions of an existing SAP application Support is provided only during French Working Days and business hours (9h-18h). 5/8

6 6.2.1 SAP prototyping In this scenario, Orange Business Services creates a new Environment, based on the Customer s requirement. The Service includes the setup for the Customer of an applicative platform according to his needs. The Customer needs must be described previously to the setup. The Service includes the following deliverables: Access to a technical platform containing all applications and agreed specificities as requested by the Client (The Prototype) All necessary documents ensuring that the client can use the Service (e.g. user guide) SAP sandbox In this scenario, Orange Business Services replicates an existing Environment provided by the Customer in a dedicated Sandbox Environment. The Service includes the setup for the Customer of a SAP sandbox Environment based on SAP HANA. All documentation enabling application installation and settings shall be provided by the Customer. The Service includes the following deliverables: Access to a technical platform containing all applications and data as provided by the Customer (The Sandbox) All necessary documents ensuring that the client can use the Service (e.g. user guide) 7 Support Support offers and included changes do not apply to SAP Hana Trial. 7.1 Support access Support is accessible under the following conditions: Support Service Service opening Through the Cloud Store Portal By mail By telephone Phone call / limited to the contact persons listed 24x Support offers Orange Business Services offers the following 3 levels of support: Standard, Business and Premium. The Customer shall choose one of these levels for each Service Unit. For an application including a production Environment, the level support subscribed must be Business or Premium. Regardless of the support level subscribed, Standard service level commitments shall apply to non-production Environments. Support level subscriptions are taken out for a minimum of 6 months. The Customer may modify its order only to move to a higher-range support offer during the commitment period. It then commits once again for 6 months at the new subscription level. Changes in support level come into effect at the start of the calendar month. 6/8

7 7.3 Changes Orange will provide the Customer the ability to lodge change requests and raise incident tickets by utilizing the User Interfaces. The number of change requests included for each application in the Monthly Recurring Charge of the Service according to the support level subscribed is shown in the table below. Additional change requests shall be charged according to the Price List. Unit Number of requests included Operational tasks Standard Business Premium Start the SAP Environment #Unit / day SAP System Message #Unit / day Create / Modify requested / Delete / Lock / Unlock Users as #users / day Create / Modify / Delete SAP HANA Users as requested #users / day Manage connection to SAP & System data #Unit / day Manage SAP printers & Outputs #Unit / day Manage Transport Management System #Unit / day HANA Delivery Unit transport #Unit / day Manage Technical Background Jobs #Unit / day Create/Modify/delete RFC, ALE, connection #Unit / day Add/Change/Delete SAP parameter #Unit / day Add/Change/Delete SAP HANA parameter #Unit / day Add/Change/Delete database parameter #Unit / day Patch Kernel or minor update (ex. from to ) #Unit / year Kernel patching and updating #Unit / year Manage clients/mandants (create, copy, delete) #Unit / year Implement SP #Unit / year SAP note analysis & implementation #Unit / year Create/Modify/delete Tablespace #Unit / month Export/Import/Reorganize Table #Unit / month Export/Import HANA tables #Unit / month Load a table to memory or unloading a table to disk for HANA DB #Unit / month Executing a database procedure or a SQL commande #Unit / day Categorize users for SAP licensing & Produce reporting #Unit / year Add users or transactions to roles - Remove authorizations from roles #Unit / day Manage Database backup request #Unit / month Manage Database restore request #Unit / month Refresh an existing system with data from another (example : refresh Qual with Prod) #Unit / year Service limitations The following activities remain the Customer's responsibility: Verifying the proper operation of the SAP application 7/8

8 Making decision to restore database or Environments Performing business tasks dependent on the Customer application Project management or professional services, unless otherwise stated in the Technical and Financial Proposal, are not included in the Service. 8/8