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© 2018 SAP SE. All rights reserved© 2018 SAP SE or an SAP affiliate company. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE
or an SAP affiliate company.
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks
of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names mentioned are the
trademarks of their respective companies. Please see http://www.sap.com/corporate-en/legal/copyright/index.epx for additional
trademark information and notices.
Unless otherwise stated in a separate written agreement between SAP or an SAP affiliate and your company: (i) Your use of this SAP
Site, and all information, materials, content and/or services provided on or through any SAP Sites, is governed by the Terms of Use
located at http://www.sap.com/corporate-en/about/legal/terms-of-use.html; (ii) such information, materials, content and services are
provided AS IS, without representation or warranty of any kind by SAP unless otherwise stated in the Terms of Use; (iii) SAP disclaims
any responsibility or liability for information, content and/or services provided on any third-party web page(s) to which an SAP Site is
linked; and, (iv) Use of any and all of the foregoing is at your own risk, and SAP expressly disclaims any and all liability for any and all
uses.
HEC Standard Services All tasks/services that are included as part of the standard HEC Services, covered by the HEC Service Fee
and performed by the HEC delivery organization, as applicable to customer.
HEC Optional Services
HEC Optional Services: these tasks/services are not covered in the standard HEC Services, and are not
and cannot be covered by the HEC Enhanced Managed Services1 ("EMS"). These tasks/services
• may be elected by customer,
• are subject to additional service fees,
• must be specifically contracted for and itemized in the customer’s contract (original HEC contract or via a
change request), and
• can only be performed by the HEC delivery organization
HEC Enhanced Managed Services1 ("EMS") that
can be performed by customer
HEC EMS services include tasks/services that a customer can perform, but the customer may elect to
have SAP2 deliver.
HEC Enhanced Managed Services1 ("EMS") that
cannot be performed by customer
HEC EMS services include tasks/services that are not required for the HEC Computing Environment, but
that the customer may elect to have performed. These tasks/services can only be performed by SAP.
HEC Excluded Tasks HEC Excluded Tasks are those tasks/services that can only be performed by the customer and are
excluded from HEC Standard Services, HEC Optional Services and HEC EMS Services.
D meaning
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Not all tasks or services listed in the HEC R&R are relevant to all customer environments. Certain tasks or services may not be available from SAP or certain SAP third party providers,
and may not be available in certain regions. The availability of a specific service may also depend on characteristics of the specific customer situation (e. g. system size, solution scope
etc.) and must be individually checked and confirmed with the CAA or CESM.
FIVE CATEGORIES: For avoidance of doubt, all of the tasks and services itemized in this Roles & Responsibilities document are provided as a catalog of services. However, the
relevance and necessity of each individual task or service will be unique to each customer's HEC Computing Environment. Customers are responsible to review and analyze these tasks
and make the selection of such tasks/services in collaboration with the assigned SAP HEC Cloud Architect Advisor ("CAA"), or with their SAP Customer Engagement Service Manager
("CESM")
task is identical between HEC Production and HEC Projects
ask is different between HEC Production and HEC Projects; this may be that it is relevant only for one of the two HEC Services or that it is defined in a different way for each
type of HEC Service
1 HEC Enhanced Managed Services ("EMS") is a category of supplementary services identified as HEC Enhanced Managed Services ("EMS") in this document. HEC-EMS is subject
to additional service fees as agreed in a customer’s HEC contract. HEC-EMS excludes all services involving the extension, reduction, or change of the customer's existing HEC
landscape, e.g. provisioning additional infrastructure resources. The customer is required to submit HEC-EMS service requests to SAP via the HEC ticketing/service request system
made available to customer for such purpose.
The PDF version of this SAP HANA Enterprise Cloud, Production Cloud – Roles & Responsibilities document made available by SAP at http://www.sap.com/corporate-en/about/our-
company/policies/cloud/hec-roles-and-responsibilities.html is the Documentation of record. Customer acknowledges that a non-pdf version of this Roles & Responsibilities document
may be made available for task analysis, task planning and overall customer task management purposes, but such version shall not be considered Documentation.
2 The term “SAP” when used herein refers to SAP as defined in the customer Order Form, and means either SAP or the relevant SAP third party provider or subcontractor.
All tasks and work efforts not purchased by customer or not provided SAP as part of the HEC standard service but applicable to customer and its HEC Computing Environment are the
responsibility of customer.
SAP Documentation: HEC Roles Responsibilities, version January 2018 (Production)
SAP Confidential Information
Page 3 of 26
Technical Operations sap-hec-for-production-service-description-catalog-v36-1-english-master.xlsx
Identifier # Task Responsibility Production HEC Remarks Production HEC
SM_1.0.00 SM1 A - Service Management
SM_1.1.00 SM2 Account Management
SM_1.1.01 SM3 Conduct Delivery & Operations Kick-Off
-Review HEC Support Manual
-Schedule Landscape Review and Scope Alignment
-Detailed Engagement & Operations Review
HEC Standard Services
SM_1.1.02 SM4 Capacity Management Review: Quarterly review of systems within landscape, monitoring, and
reporting of resource usage (e.g. storage capacity, memory and CPU) to prevent operational
issues. Review need for service changes and extensions based on technical resource
consumption trends.
HEC Standard Services
SM_1.1.03 SM5 Capacity Management Planning: Develop quarterly capacity plan based on technical capacity
management review.HEC Standard Services
SM_1.1.04 SM6 System outage notification and escalation managementHEC Standard Services
Handling of critical service situations aiming to bring the service back to targeted quality and
standards
SM_1.1.05 SM7 Service Performance Review & Report – Monthly
- Provide review and suggestions if a high volume of HEC support requests occurs
- Service availability and KPIs
HEC Standard Services
SM_1.2.00 SM8 Service Request Management - Technical Support
SM_1.2.01 SM9 Use defined tracking system to enter and update technical requestsHEC Excluded Tasks
Change Requests (CR) or Change Orders subject to process defined in Agreement
SM_1.2.09 SM10 Service Request Management
- Receive and acknowledge requests in SAP defined request tracking system
- Assess criticality/priority of request, effort and approvals required
- Coordinate request approval
- Notify requester of approval or rejection
- Coordinate request scheduling
- Notification of request completion
HEC Standard Services
Handling of Service Requests which require commercial change requests (CR) or need to be
planned and coordinated only during customer business hours
SM_1.2.10 SM11 Services and support required due to customer non-compliance with contractual obligations.
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
HEC customers have contractual obligations including those specified in the HEC contract and
this Roles and Responsibilities document. Non-compliance with these obligations can
significantly impact system operations and service quality. Extra efforts expended by HEC staff
to remedy these situations is the responsibility of the customer. Charges for these efforts will
be documented and discussed with customer prior to billing.
SM_1.2.11 SM12 Create service plan for reoccurring and proactive HEC EMS tasksHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
SM_1.4.00 SM13 OSS / Support Portal Management
SM_1.4.01 SM14 Create/modify/delete OSS user HEC Enhanced Managed Services ("EMS") that can be performed by customer
Handling of the initial S-user cannot be covered under this line item; the initial S-User needs to
be provided by the customer
SM_1.4.02 SM15 Assign authorizations HEC Enhanced Managed Services ("EMS") that can be performed by customer
SM_1.4.05 SM16 Request developer keysHEC Enhanced Managed Services ("EMS") that can be performed by customer
Developer keys for admin purposes (e.g. implementation of patches and SAP notes) need to
be provided to HEC by the customer
SM_1.4.04 SM17 Request and manage object keys HEC Enhanced Managed Services ("EMS") that can be performed by customer
SM_1.6.00 SM18 HEC Services to support industry regulationsThis section does not define a fixed-scope service package but represents an open list of possible
services that can be offered to support specific compliance needs; a detailed service scope must
be specified in the HEC contract
SM_1.6.01 SM19 Qualifications Services
SM_1.6.02 SM20 Qualification deliverables (project and lifecycle documentation) HEC Optional Services
SM_1.6.03 SM21 Personnel qualification and training as mandatory requirement for administrator access to
regulated industries systemsHEC Optional Services
SM_1.6.04 SM22 Onboarding / system setup with additional Installation Qualification HEC Optional Services
SM_1.6.05 SM23 Process Services
SM_1.6.06 SM24 Documents and records management for regulated industries HEC Optional Services
SM_1.6.07 SM25 Change & Configuration Management for regulated industries HEC Optional Services
SM_1.6.08 SM26 Problem Management for regulated industries HEC Optional Services
SM_1.6.09 SM27 Audits and Periodic Review HEC Optional Services
SM_1.6.10 SM28 System Decommissioning for regulated industries HEC Optional Services
INFRA_1.0.00 IM1 B - Infrastructure
INFRA_1.1.00 IM2 Data Center Management
INFRA_1.1.00 IM3 Data Center ManagementHEC Standard Services
HEC is operated either in DC facilities owned by the respective HEC service provider or in
rented co-location facilities
INFRA_1.2.00 IM4 Network Management
INFRA_1.2.01 IM5 Manage remote connection between the hosted system landscape and SAPs support
infrastructureHEC Standard Services
Service initiated after formal transition to HEC service provider
For accounts delivered by a HEC premium partner, certain tasks in chapter "A - Service Management" are a joint effort between SAP and that HEC Premium Partner
Section B - Infrastructure describes the infrastructure services provided for components used as part of HEC managed systems; services around "Server Provisioning" (aka IaaS) are
described in detail in the respective section
All task descriptions exclusively refer to the execution of the respective task and are exclusive of potentially required hardware or infrastructure capacities (e.g. compute, storage, network
connectivity etc.). Any extension to such entities is required to be processed via a contractual change request (CR) and is subject to additional HEC service fees
SAP Documentation: HEC Roles Responsibilities, version January 2018 (Production)
SAP Confidential Information
Page 4 of 25
Technical Operations sap-hec-for-production-service-description-catalog-v36-1-english-master.xlsx
Identifier # Task Responsibility Production HEC Remarks Production HEC
INFRA_1.2.03 IM6 Separation of systems in HEC customer landscape into more than one network segment HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer As specified in the respective Service Description
INFRA_1.4.00 IM7 Hardware Operations Applies to equipment managed by HEC service provider
INFRA_1.4.01 IM8 Maintain valid vendor maintenance agreements HEC Standard Services
INFRA_1.4.02 IM9 Use vendor proactive support capabilities to help identify potential failures HEC Standard Services
INFRA_1.4.03 IM10 Schedule hardware maintenance (as part of planned activities or as a result of hardware failures)HEC Standard Services
INFRA_1.4.05 IM11 Operational hardware monitoring (availability, critical operations parameters) HEC Standard Services
INFRA_1.4.06 IM12 Monitor disk capacity HEC Standard Services Subject to additional fees for additional capacity
INFRA_1.4.07 IM13 Monitor server capacity HEC Standard Services Subject to additional fees for additional capacity
INFRA_1.4.08 IM14 Monitor network utilization HEC Standard Services
INFRA_1.4.09 IM15 Infrastructure/hardware/system requests; Process commercial change requests as required for
hardware upgrades, additions etc.
HEC Standard Services
Subject to reasonable lead time, customer to provide request via tracking system with sufficient
detail; additional fees apply; service provided only during office hours (referring only to the
commercial part, technical implementation timing will be scheduled based on contractual
specifications).
INFRA_1.4.11 IM16 Scale compute capacity (memory & CPU) HEC Optional Services
INFRA_1.5.00 IM17 Storage Management
INFRA_1.5.01 IM18 Manage data files, file systems and disks per HEC standards and practices HEC Standard Services
INFRA_1.5.02 IM19 Scale storage capacity HEC Optional Services
INFRA_1.5.03 IM20 Enable SnapLock/WORM/Immutability capability for archiving use cases HEC Optional Services Available only for certain storage types on request; activated per volume
INFRA_1.6.00 IM21 Operating System
INFRA_1.6.01 IM22 Create and maintain OS users and groupsHEC Standard Services
HEC service provider access only, no privileged access to operating system by customer
INFRA_1.6.04 IM23 Inform customer regarding security incidents HEC Standard Services
INFRA_1.6.05 IM24 Configure OS parameters HEC Standard Services
INFRA_1.6.06 IM25 Troubleshoot operating system problems, monitor system log and file systems HEC Standard Services
INFRA_1.6.07 IM26 Work with vendor to resolve operating system issues HEC Standard Services
INFRA_1.6.08 IM27 Monitoring of swap and page areas HEC Standard Services
INFRA_1.6.09 IM28 Monitoring of memory load HEC Standard Services
INFRA_1.6.12 IM29 Software Lifecycle Management of operating system HEC Standard Services
INFRA_1.7.00 IM30 System Startup/Shutdown
INFRA_1.7.01 IM31 Perform scheduled startup/shutdown of hardware and OSHEC Standard Services
INFRA_1.7.03 IM32 Restart the hardware/OS after failureHEC Standard Services
INFRA_1.8.00 IM33 Backup/Restore
INFRA_1.8.01 IM34 Perform standard file system and database backups HEC Standard Services Per HEC standards, or according to specific terms of the HEC Agreement
INFRA_1.8.10 IM35 Perform exceptional ad-hoc backup upon request HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer Lead time for backup to be aligned in advance
INFRA_1.8.09 IM36 Provide non-standard backup services (e.g. extended retention period for long-term backups)
HEC Optional Services
Offered options are described in separate service descriptions and are subject to change; not
every theoretically possible combination of backup frequency and retention period is offered
SM_1.3.06 IM37 Monitor backup processes HEC Standard Services
INFRA_1.8.07 IM38 Test backup/restore procedures periodicallyHEC Standard Services
Verify procedures used in HEC and operational readiness; testing is not performed for each
individual system but for representative scenarios
INFRA_1.8.03 IM39 Perform data restore and recovery (file system, database) as required after system failuresHEC Standard Services
Extra charges apply for restores if caused by customer error
INFRA_1.8.02 IM40 Perform data restore and recovery (file system, database) on customer request (other reasons
than as a response to system failures)HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Additional charges apply
INFRA_1.8.06 IM41 Validate logical integrity and consistency of restored information HEC Excluded Tasks
INFRA_1.9.00 IM42 Infrastructure integration
INFRA_1.9.02 IM43 Integration of customer Active DirectoryHEC Excluded Tasks
Customer must engage SAP Consulting for services pertaining to SSO solutions for HEC
INFRA_1.9.04 IM44 Provide access to systems/resources within customer infrastructure HEC Excluded Tasks If required to fulfil agreed contractual obligations
SAP Documentation: HEC Roles Responsibilities, version January 2018 (Production)
SAP Confidential Information
Page 5 of 25
Technical Operations sap-hec-for-production-service-description-catalog-v36-1-english-master.xlsx
Identifier # Task Responsibility Production HEC Remarks Production HEC
INFRA_1.10.00 IM45 File transfer capabilities: CIFS shares
INFRA_1.10.01 IM46 Provide CIFS (aka Samba) share on LINUX HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
INFRA_1.10.03 IM47 User and access management HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer Once/initially when share is created
INFRA_1.10.04 IM48 Creation and maintenance of folder structure on shares HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
INFRA_1.10.05 IM49 Ensure up-to-date anti virus protection on end user equipment connecting to the provided sharesHEC Excluded Tasks
INFRA_1.10.06 IM50 Implement virus protection on server HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
INFRA_1.10.07 IM51 Backup of data uploaded to shares to ensure data integrity
HEC Excluded Tasks
Customer must ensure that data which get uploaded to the CIFS shares are kept properly
secured at customer end; the shares themselves are only backed up via standard file system
backups not allowing point-in-time recovery
INFRA_1.11.00 IM52 Managed SFTP Server To be installed on existing application server in HEC landscape
INFRA_1.11.01 IM53 Configuration of sftp daemon HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer Only available on Linux
INFRA_1.11.02 IM54 Create and maintain sftp user accounts and groups HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer Up to 10 users
INFRA_1.11.03 IM55 Manage file systems HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
INFRA_1.11.04 IM56 Provide user list HEC Excluded Tasks
INFRA_1.11.05 IM57 Creation and deletion of files HEC Excluded Tasks
BASIC_1.10.00 IM58 Management of Wide Area Network
BASIC_1.10.01 IM59 Provide network infrastructure at customer data center/site HEC Excluded Tasks
BASIC_1.10.02 IM60 Provide network switching and ports at SAP/Partner data center to customer to connect telco
equipment. HEC Standard Services
Per SAP Guidelines, customer must ensure compatible network infrastructure at own site.
Note: does not include infrastructure such as rackspace for MPLS or other devices.
BASIC_1.10.03 IM61 Determine appropriate size and purchase network connection between customer and HEC sites;
manage telecommunication provider/ISPHEC Excluded Tasks
BASIC_1.10.04 IM62 SAP Cloud Peering: Establish connection from customer data-center side network to
Interconnection provider service to access multiple clouds through one connectionHEC Optional Services
Monthly subscription fee via Change request. Not available in all regions or for all cloud
partners. Connection of customer systems to interconnection hub is customer responsibility
and is performed with the customers selected internet services provider
HANA_1.0.00 SH1 C1 - Database Management SAP HANA
HANA_1.1.00
SH2
SAP HANA (general database operations)
HANA_1.1.31 SH3 Provide recommendations on database release managementHEC Standard Services
HEC will provide guidance on recommended database releases based on operational
experience in HEC and information given by SAP Product Development
HANA_1.1.01 SH4 Plan and perform file system extensions for e.g. backup activities HEC Standard Services
HANA_1.1.02 SH5 Monitor database resource consumption to detect issues in technical operationsHEC Standard Services
Task output feeds into capacity management; recommendations for optimization may also be
provided via SAP Enterprise Support services
HANA_1.1.03 SH6 Monitor table growth to proactively prevent operational issues and ensure that the service stays
within the contractual sizing boundariesHEC Standard Services
Recommendations for limitation of data growth could may also be provided via SAP Enterprise
Support services
HANA_1.1.25 SH7 Design table partitioning strategy/architecture HEC Excluded Tasks
HANA_1.1.04 SH8 Partition tables (technical execution)HEC Standard Services
If required as a consequence of extensive table growth; one (1) execution per year included;
any further requests will be charged via EMS
HANA_1.1.05 SH9 Perform rowstore / column store migration
HEC Standard Services
Executing party to be mutually agreed between HEC and customer; migration of larger SAP
tables to be done by HEC; customer can perform task on own tables if desired; additional
downtime required per customer approval
HANA_1.1.06 SH10 Monitor database for technical issues; analyze and resolve technical database failures HEC Standard Services
HANA_1.1.07 SH11 Clean-up HANA log and trace files (traces, statistic files etc.) to free up capacity and keep HANA
system clean and healthyHEC Standard Services
HANA_1.1.08 SH12 Maintain technical configuration parameters for SAP HANA and SAP HANA XS based on SAP and
HEC standards and recommendationsHEC Standard Services
HANA_1.1.09 SH13 Start/stop database HEC Standard Services
HANA_1.1.10 SH14 Add/remove SAP HANA node to adjust SAP HANA capacity HEC Optional Services For HANA scale-out configurations only
HANA_1.1.28 SH15 Creation of additional schema for existing SAP HANA datamart HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
HANA_1.1.29 SH16 Renaming of SAP HANA database (ID, instance number) HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
HANA_1.1.26 SH17 Change SAP HANA database architecture (single node to multi node or vice versa) HEC Optional Services
HANA_1.1.11 SH18 Management of standby databases (HANA System Replication) for high availability
HEC Standard Services
Performed only for productive systems; only if dedicated standby databases are explicitly
included as part of the solution in the contract. Not in scope for multi-node setups. Failover
tests are not performed on a regular basis per system
HANA_1.1.12 SH19 Update SAP HANA database software and clientHEC Standard Services
Additional downtime for maintenance required; this task does not include the usage of
advanced update approaches such as ZDO etc.
HANA_1.1.27 SH20 Implement updates to the managed HANA DATABASE Patching using Near Zero Downtime
Option of Software Update Manager (ZDO)HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Available from SAP HANA SPS 12 onwards
HANA_1.1.13 SH21 Update and maintain SAP HANA StudioHEC Standard Services
Applies to SAP HANA Studio installed within HEC; the customer may operate SAP HANA
Studio instances for their own purposes for which they would be responsible
HANA_1.1.22 SH22 SAP HANA Transports Management Setup HEC Enhanced Managed Services ("EMS") that can be performed by customer
HANA_1.1.14 SH23 Implement / maintain additional SAP tools (e.g. SAP HANA Analytics Foundation Browser)HEC Standard Services
Depending on customer requirements; only for tools in the HANA context delivered by SAP, 3rd
party tools not covered
HANA_1.1.15 SH24 Identify, analyze and optimize expensive SQL-statements to improve application performanceHEC Enhanced Managed Services ("EMS") that can be performed by customer
HANA_1.1.16 SH25 System troubleshooting, e.g. blocked transactions, to overcome issues and bring SAP HANA back
to normal state of operationsHEC Standard Services
HANA_1.1.17 SH26 Create/modify users for HANA modelling in the SAP HANA Studio HEC Enhanced Managed Services ("EMS") that can be performed by customer
HANA_1.1.18 SH27 User, roles and permissions management for non technical usersHEC Enhanced Managed Services ("EMS") that can be performed by customer
Customer has ownership and responsibility for SAP HANA role CUST_USER_ROLE_ADMIN
HANA_1.1.19 SH28 User, roles and permissions management for technical and administration users HEC Standard Services Technical users: e.g. users delivered and used by SAP HANA
HANA_1.1.20 SH29 Perform database backups (regular full backups and log backups) HEC Standard Services Per HEC backup policy
HANA_1.1.21 SH30 Restore and recover SAP HANA after technical issues HEC Standard Services Restores on customer request provided at additional costs.
HANA_1.1.30 SH31 dbcc (database consistency check) HEC Standard Services
The HEC services, specified by this version of the HEC Roles and Responsibilities, include as a baseline the features and functionalities which are part of SAP HANA 1.0 SPS08. That
means, that higher releases of SAP HANA are supported in HEC, but only regarding those features, which have been already available with SAP HANA 1.0 SPS08. Any HEC support of
additional SAP HANA features and functionalities above the SAP HANA 1.0 SPS08 release are not covered by the HEC standard service. Additional and extended services to support such
features and the availability of those services in HEC will be evaluated and determined by SAP on a case-by-case basis, including the assessment of associated efforts and costs. The
respective services are shown in separate sections of this document.
SAP Documentation: HEC Roles Responsibilities, version January 2018 (Production)
SAP Confidential Information
Page 6 of 25
Technical Operations sap-hec-for-production-service-description-catalog-v36-1-english-master.xlsx
Identifier # Task Responsibility Production HEC Remarks Production HEC
HANA_1.1.24 SH32 Implement SAP HANA database encryption on SAP HANA database already installed in HECHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Downtime required for re-installation of database; potential additional storage consumption is
subject to a change request (CR)
HANA_1.1.23 SH33 Operate encrypted HANA database HEC Optional Services
HANA_1.2.00 SH34 SAP HANA XS
HANA_1.2.01 SH35 Maintain technical configuration parameters for SAP HANA XS based on SAP and HEC standards
and recommendationsHEC Standard Services
HANA_1.2.02 SH36 Maintain Application Runtime Configurations HEC Enhanced Managed Services ("EMS") that can be performed by customer
HANA_1.2.03 SH37 Manage Trust Relationships HEC Enhanced Managed Services ("EMS") that can be performed by customer
HANA_1.2.04 SH38 Maintain SAML Providers HEC Enhanced Managed Services ("EMS") that can be performed by customer
HANA_1.2.05 SH39 Maintain SMTP Server Configurations HEC Enhanced Managed Services ("EMS") that can be performed by customer
HANA_1.2.06 SH40 Maintain HTTP Access to SAP HANA HEC Enhanced Managed Services ("EMS") that can be performed by customer
HANA_1.2.08 SH41 Maintain User Self Service Tools HEC Enhanced Managed Services ("EMS") that can be performed by customer
HANA_1.2.09 SH42 Schedule XS Jobs HEC Enhanced Managed Services ("EMS") that can be performed by customer
HANA_1.2.10 SH43 Maintain Translation Text Strings HEC Enhanced Managed Services ("EMS") that can be performed by customer
HANA_1.2.11 SH44 Maintain HTTP Traces for SAP HANA XS Applications HEC Enhanced Managed Services ("EMS") that can be performed by customer
HANA_1.2.12 SH45 Maintain the SAP HANA XS Advanced Model Run Time HEC Enhanced Managed Services ("EMS") that can be performed by customer
HANA_1.9.00 SH46 SAP HANA XSA
HANA_1.9.01 SH47 Installation along with HANA Server HEC Optional Services
HANA_1.9.02 SH48 Install XSA Components as an add-on for already installed HANA Server HEC Optional Services
HANA_1.9.04 SH49 Setup/Configuration of XSA for HANA Development at customer side HEC Excluded Tasks
HANA_1.9.05 SH50 Configuration of XS-CLI Tool for HANA Development HEC Excluded Tasks
HANA_1.9.06 SH51 User management for HANA Development HEC Excluded Tasks
TO_HANA_EIM_1.0.00 SH52 SAP HANA: Enterprise Information Management (EIM)
TO_HANA_EIM_1.0.00 SH53 Setup Technical Set Up Only - Not Application Set Up
TO_HANA_EIM_1.0.01 SH54 Enable EIM server processes HEC Optional Services
TO_HANA_EIM_1.0.02 SH55 Activate EIM roles and import EIM Delivery Units HEC Optional Services
TO_HANA_EIM_1.0.15 SH56 Configure Data Provisioning Proxy
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
The Data Provisioning Proxy is an XS application that acts as a proxy to provide communication
between the Data Provisioning Agent and Data Provisioning Server. Only applicable for a hybrid
scenario with SAP HANA in HCP and DP Agent in HEC).
TO_HANA_EIM_1.0.06 SH57 Install Address Cleansing Packages HEC Optional Services
TO_HANA_EIM_1.0.03 SH58 Install and register DP agent HEC Optional Services
TO_HANA_EIM_1.0.04 SH59 Technically enable EIM application services for data replication and transformation HEC Optional Services
TO_HANA_EIM_1.0.05 SH60 EIM DB backup HEC Optional Services
TO_HANA_EIM_1.1.01 SH61 EIM - FlowGraph jobs backup HEC Excluded Tasks Backups are performed using HANA Studio
TO_HANA_EIM_1.1.02 SH62 EIM - Replication task backup HEC Excluded Tasks Backups are performed using HANA Studio
TO_HANA_EIM_1.0.11SH63
DP Agent - High Availability setup HEC Optional Services DP Agent can be setup in High Availability setup by provisioning shadow instances on additional
nodes; included only if explicitly mentioned in the contract
TO_HANA_EIM_1.0.12SH64
Configure & Enable XS Engine for Data Replication HEC Optional Services Webdispatcher.ini configuration is updated with additional profile parameter for Tenant DB XS
engine
TO_HANA_EIM_1.0.13 SH65 Configure & update HEC-DNS list with EIM XS Engine Alias entry HEC Optional Services DP Server XS Engine alias name must be updated in customer DNS server
TO_HANA_EIM_1.0.14
SH66
Create remote source SDA for Federation/Replication HEC Enhanced Managed Services ("EMS") that can be performed by customer
Using Smart Data Access, create remote source to query seldom used data from an external
system without the need to copy it into HANA and persist beforehand
Extended HANA feature beyond SPS08 baseline; not included in standard HEC service for SAP HANA
Extended HANA feature beyond SPS08 baseline; not included in standard HEC service for SAP HANA
SAP Documentation: HEC Roles Responsibilities, version January 2018 (Production)
SAP Confidential Information
Page 7 of 25
Technical Operations sap-hec-for-production-service-description-catalog-v36-1-english-master.xlsx
Identifier # Task Responsibility Production HEC Remarks Production HEC
TO_HANA_DT_1.0.00 SH67 SAP HANA: Dynamic Tiering (DT)
TO_HANA_DT_1.1.00 SH68 Operational Setup
TO_HANA_DT_1.1.01 SH69 HANA-DT operational setup: Install and technically configure HANA DT, add DT Host, Import DT
delivery units, maintain technical authorizationsHEC Optional Services
TO_HANA_DT_1.2.00 SH70 Optional Services
TO_HANA_DT_1.2.01 SH71 Manage extended storage DB spaces (add extended storage to each ES host)HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Increased storage consumption is subject to a Change Request (CR) and additional cost
TO_HANA_DT_1.2.02 SH72 Manage extended storage tables: Create, move or drop ES Tables on each ES storage HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_HANA_SDS_1.0.00 SH73 SAP HANA: Smart Data Streaming (SDS)
TO_HANA_DT_1.1.00 SH74 Operational Setup
TO_HANA_SDS_1.1.01 SH75 HANA SDS operational setupHEC Optional Services
Install and Configure HANA SDS, Add SDS Host, Import DT Delivery Units, Authorizations,
Cockpit Activation
TO_HANA_SDS_1.0.02SH76 Installing Smart Data Streaming Package
HEC Optional Services
TO_HANA_SDS_1.0.03 SH77 Adding Smart Data Streaming host HEC Optional Services
TO_HANA_SDS_1.0.07SH78
Setup streaming authorization HEC Optional Services Activate smart data streaming roles, privileges and object access for monitoring and operations
TO_HANA_SDS_1.2.00 SH79 Optional Operational Set-up Services
TO_HANA_SDS_1.2.01 SH80 Configuration of streaming cluster HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_HANA_SDS_1.2.02 SH81 Configure SDS for high availability by adding multiple SDS nodes.HEC Standard Services
Increased infrastructure consumption is subject to a change request (CR) and may result in
additional service fees
TO_HANA_DT_1.2.00 SH82 Optional Services
TO_HANA_SDS_1.3.01 SH83 SDS - project backups HEC Enhanced Managed Services ("EMS") that can be performed by customer Backups are performed using HANA Studio
TO_HANA_SDS_1.3.02 SH84 Streaming Lite setup
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Streaming lite is optional and not required as part of a standard smart data streaming
installation. The streaming lite package is downloadable as a separate component only.
Streaming lite is designed to deploy streaming projects on remote gateway devices
TO_HANA_SDS_1.3.03
SH85
Create and deploy SDS streaming projects HEC Excluded Tasks
Using HANA Studio, create and deployed SDS project for data streaming to HANA and other
external sources.
TO_HANA_SDS_1.3.04SH86 Monitor Smart Data Streaming objects and projects
HEC Excluded TasksMonitoring Smart Data Streaming objectors and projects using HANA/ESP Cockpits
TO_HANA_MDC_1.0.00 SH87 SAP HANA: Multiple Database Containers (MDC)
TO_HANA_DT_1.1.00 SH88 Operational Setup
TO_HANA_MDC_1.1.01 SH89 Install HANA MDC (HANA server, Client, AFL, Runtime Libraries and Studio) HEC Optional Services
TO_HANA_MDC_1.1.06 SH90 Creation of technical users HEC Optional Services
TO_HANA_MDC_1.1.02 SH91 Convert an SAP HANA System to support Multitenant Database Containers HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_HANA_MDC_1.1.03 SH92 Creation or deletion of additional tenants for application or for datamart scenariosHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Creation of tenants leads to additional infrastructure consumption and might require a change
request (CR)
TO_HANA_MDC_1.1.04 SH93 Install additional services for tenant DB containers
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Additional services such as dp server, index server, XS engine. By default one of each comes
automatically upon creation of a tenant; installation of additional services required for certain
use cases is covered under this line item
TO_HANA_MDC_1.1.05 SH94 Scale out of tenant database HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer SAP BW systems only
TO_HANA_MDC_1.2.16 SH95 Tenant Copy/Move Preparation, Checks, Certificates, Pre-Steps, Move/Copy via replication, post
processing steps. HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Move will drop the source database after the task is complete. Copy will keep the source after
the task is complete.
TO_HANA_MDC_1.2.01 SH96 Network: Reserve additional ports to one instance to adjust tenant overhead per instance HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_HANA_MDC_1.2.02 SH97 Cross-Database authorization in MDC databases to facilitate cross-DB queries HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_HANA_MDC_1.2.03 SH98 Auditing: Creating and enabling audit policies for systemdb and each tenant db HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_HANA_MDC_1.2.04 SH99 Data storage: DB-specific encryption keys HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer SSFS Master Key Change
TO_HANA_MDC_1.2.08 SH100 Data storage: DB-specific encryption keys (SSFS Master Key) Change HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_HANA_MDC_1.2.09 SH101 DB-specific SSL configuration on the SAP HANA Server for client server communication HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_HANA_MDC_1.2.05 SH102 Change isolation levelHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
From high to low isolation or vice versa; effort and downtime requirement depend on
circumstances, e.g. whether HA/DR is implemented for the respective database
TO_HANA_MDC_1.2.06 SH103 Backup of individual tenantsHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
As per HEC standard, backups are performed for the entire database. However, a tenant-
individual backup - as a file based dump - is possible on individual request.
TO_HANA_MDC_1.2.07 SH104 Restore of individual tenant HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_HANA_MDC_1.2.10 SH105 Authorization: Management of system privileges and tenant DB privileges HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
DB_1.0.00 DB1 C2 - Database ManagementDB_1.1.00 DB2 Database operations
DB_1.1.17 DB3 Provide recommendations on database release managementHEC Standard Services
HEC will provide guidance on recommended database releases based on operational
experience in HEC and information given by SAP Product Development
HANA_1.1.02 DB4 Monitor database resource consumption (memory, CPU, storage) to detect issues in technical
operationsHEC Standard Services
Task output feeds into capacity management; recommendations for optimization may also be
provided via SAP Enterprise Support services
DB_1.1.02 DB5 Perform database extensions to increase database capacity HEC Standard Services Increased consumption will be charged according to contractual Agreement
DB_1.1.03 DB6 Monitor table extension parameters to avoid issues HEC Standard Services
HANA_1.1.06 DB7 Monitor database for technical issues; analyze and resolve technical database failures HEC Standard Services
DB_1.1.05 DB8 Schedule periodic statistical database collectors to generate statistical performance data HEC Standard Services
DB_1.1.06 DB9 Reorganize database logs to free up space HEC Standard Services
DB_1.1.07 DB10 Maintain/change database parameters HEC Standard Services Based on vendor recommendations and HEC standards
HANA_1.1.09 DB11 Start/stop database HEC Standard Services
DB_1.1.10 DB12 Create and check optimizer statistics to maintain database performance HEC Standard Services
DB_1.1.11 DB13 Perform upgrades of database software HEC Standard Services
DB_1.1.12 DB14 Apply database patches HEC Standard Services
DB_1.1.13 DB15 Perform database backups (regular database and log backups) HEC Standard Services Per HEC backup policy
DB_1.1.14 DB16 Restore and recover database after technical issues HEC Standard Services For technical issues. Restores on customer request provided at additional costs.
TO_SIQ_1.2.04 DB17 Perform dbcc (database consistency check) HEC Standard Services
DB_1.1.16 DB18 Assist customer in optimizing SQL statements (indexes, selects etc.) for application improvementsHEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.0.00 OP1 D - Core Technical Operations
BASIC_1.8.00 OP2 System Installation
Extended HANA feature beyond SPS08 baseline; not included in standard HEC service for SAP HANA
Extended HANA feature beyond SPS08 baseline; not included in standard HEC service for SAP HANA
Extended HANA feature beyond SPS08 baseline; not included in standard HEC service for SAP HANA
excluding SAP HANA and Sybase IQ which are described in the respective sections
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Identifier # Task Responsibility Production HEC Remarks Production HEC
BASIC_1.8.01 OP3 Installation of HEC solution landscape as specified in the HEC contract, based on SAP and HEC
standards and HEC best-practices
HEC Standard Services
If an entirely new customer system is set up as a copy of a customer system already residing in
HEC, the respective effort and costs are covered by the general setup and there will be no
additional charge for a "system copy". Source systems not residing inside HEC is not
addressed by this comment and is covered by the separately contracted HEC onboarding and
migration service.
BASIC_1.8.02 OP4 Technical configuration (installation post-processing) of installed systems (e.g. scheduling of
standard batch jobs, backup etc.)HEC Standard Services
Scope is determined by this Roles & Responsibilities document
BASIC_1.5.01 OP5 Application customizing and configuration, application maintenance, application support and
application troubleshootingHEC Excluded Tasks
HEC delivers systems which are technically configured on the SAP NetWeaver level and ready
to be operated. Any solution (e.g. SAP BW, SAP CRM, SAP EP) or customer specific
configuration task is not included and must be performed by the customer.
BASIC_1.8.03 OP6 Integration of installed systems into SAP HEC operations environment HEC Standard Services
BASIC_1.8.04 OP7 Enablement of HEC system monitoring HEC Standard Services
BASIC_1.8.22 OP8 Data transfer to HEC during HEC onboardingHEC Optional Services (one time service fee)
Approach depends on chosen onboarding scenario and individual requirements, either using
network connection or physical and encrypted media
BASIC_1.8.20 OP9 Provide special support to customer during HEC onboarding
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Depending on scope and approach of HEC onboarding project customers may require
technical assistance, e.g. whenever OS access is required; this type of onboarding support can
be provided under this line item
BASIC_1.8.05 OP10 Integration of system with other systems and applications HEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.8.07 OP11 Setup monitoring with Customer Solution Manager located in HEC: Installation of additional
Diagnostics Agent on customer systemsHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Connecting an SAP Solution Manager system owned by the customer (not the central SAP
Solution Manager system owned by HEC); EMS effort is calculated per server.
BASIC_1.8.18 OP12 Setup monitoring with Customer Solution Manager located in HEC: Configuration of monitoring
within the customers SAP Solution Manager systemHEC Enhanced Managed Services ("EMS") that can be performed by customer
EMS effort is calculated per server
BASIC_1.8.11 OP13 Implementation of SAP Rapid Deployment Solutions (RDS)
HEC Enhanced Managed Services ("EMS") that can be performed by customer
Due to the large variety of SAP RDS solutions this must be checked individually to determine
whether SAP HEC can implement a particular RDS or whether it must be covered by the
customer or a consulting party
BASIC_1.8.19 OP14 Configuration of SAP online help (local installation)HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Once (1) per landscape; subject to contractual change request (CR) to cover increased
infrastructure consumption and additional administrative efforts
BASIC_1.8.12 OP15 Increase system capacity by adding additional components (nodes, application servers etc.) or
moving existing system to larger infrastructure (e.g. larger database server)HEC Optional Services
Contractual change request (CR) required to reflect higher infrastructure consumption, subject
to additional service fees
BASIC_1.8.10 OP16 Data handover after contract termination
HEC Standard Services
Efforts for a one-time data handover (creation of export and transfer to media) as part of HEC
off-boarding or system termination are included in the HEC service. Planning, coordination,
media and logistics of shipment as well as all associated costs are customer responsibility
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Identifier # Task Responsibility Production HEC Remarks Production HEC
SM_1.5.00 OP17 Incident Management
SM_1.5.02 OP18 Operate Call Center receiving incidents 24x7x365HEC Standard Services
24x7 support only in English language, local languages where available during business hours
and explicitly agreed with the customer
SM_1.5.11 OP19 Incident processing
- Qualification and prioritization of the incidents
- Initiate incident resolution
- Track incident resolution progress
- Incident escalation as defined by escalation process
- Determine incident resolution or workaround
- Implement solution or workaround
- Verify incident resolution
- Inform customer about incident resolution
HEC Standard Services
SM_1.5.10 OP20 Sign-off/Approve solution and confirm incident resolution HEC Excluded Tasks
SM_1.3.00 OP21 Event detection and notification ("monitoring")
BASIC_1.8.17 OP22 Monitoring and event detection of SAP system availability and critical system states
HEC Standard Services
Monitoring requirements are defined based on HEC Roles & Responsibilities and SLAs;
activated monitoring metrics and used thresholds are subject to constant change and tuning
BASIC_1.7.07 OP23 Monitor critical business transactions HEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.1.00 OP24 General Operations
BASIC_1.8.08 OP25 Start/Stop HEC managed systems HEC Standard Services
TO_BC_1.1.02 OP26 Troubleshooting of technical issues in HEC managed systemsHEC Standard Services
For technical issues only; application related problems must be resolved by the customer
BASIC_1.1.14 OP27 Assist customers with tasks in their area of responsibility, if OS access is required
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
In cases where the execution of tasks requires activities to be performed within the OS level
and for which the customer is responsible according to this document. Customers will not get
OS access to managed servers within HEC. The HEC Service provider will support the
customer, e.g. by taking over the tasks or by providing other methods to execute tasks. This
line item only applies to infrequent/occasional assistance; projects requiring regular, longer and
more general OS access for implementation, development and support cannot be supported
via this line item. EMS effort is calculated per server.
TO_NWABAP_1.1.15 OP28 Maintain SAP system profile parameters
HEC Standard Services
SAP will provide recommendations for technical system parameters; SAP will also adjust
parameters by customer request except for certain standardized settings required to maintain
system stability or security.
BASIC_1.1.13 OP29 Regularly analyze application and solution related SAP system settings and profile parametersHEC Enhanced Managed Services ("EMS") that can be performed by customer
HEC will review system parameters and system settings and provides recommendations for
optimization
BASIC_1.2.00 OP30 SAP Security Management
TO_EP_1.1.24 OP31 Define and implement security concept for application HEC Excluded Tasks
TO_EP_1.1.25 OP32 Define and implement infrastructure security conceptHEC Standard Services
Special rules apply for HEC Server Provisioning; please refer to the respective section for
details
BASIC_1.2.19 OP33 Customer specific Security Audit Log analysisHEC Enhanced Managed Services ("EMS") that can be performed by customer
HEC investigates the security related log entries on a regular basis and provides information to
the customer.
BASIC_1.2.20 OP34 Analyze the SAP system and identify relevant SAP security notes HEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.2.17 OP35 Definition, maintenance, review and audit of roles, profiles, authorizations etc.HEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.2.18 OP36 Administration of customer users (e.g. user creation, change, deletion, maintenance of user
profiles, roles, authorizations, master data and passwords)HEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.2.15 OP37 Maintain user profiles, roles, authorizations, master data and passwords in client 000HEC Standard Services
BASIC_1.2.16 OP38 Provide access to client 000 for customerHEC Standard Services
Restricted, predefined profile only; limited set of users provided; service provided on request
only
INFRA_1.9.03 OP39 Implementation of Single Sign On (SSO) for systems in HEC landscapeHEC Excluded Tasks
SSO implementation services provided by SAP Consulting as consulting project; details
depending on scoping and consulting agreement
BASIC_1.2.21 OP40 Provide audit log information to customers
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
By request only to support incident investigations, but not on a regular basis e.g. to monitor
administrative activities. Format, content and procedure used will be determined by SAP and by
general security and data protection policies
BASIC_1.3.00 OP41 Homogeneous system copy (aka System refresh) for systems already located in HEC
BASIC_1.3.11 OP42 Pre-processing tasks (application), i.e. export tables with 'old' configurationHEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.3.10 OP43 Homogeneous system copy (Planning, preparations, checks, database backup, database restore,
technical post processing tasks, test of technical system functionality) HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Standard fixed service valid for system sizes <=500GB (actual database size) and single node
system architecture. System copy for systems >500GB or multi-node architecture are
performed on time & material basis.
BASIC_1.3.07 OP44 Post processing tasks (application)HEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.3.09 OP45 Test of applicationHEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.14.00 OP46 Heterogeneous system copy (aka System migration) for systems already located in HEC
BASIC_1.14.01 OP47 Heterogeneous system copyHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Scope, approach and price subject to individual planning depending on circumstances and
requirements; change request (CR) required for infrastructure changes
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Identifier # Task Responsibility Production HEC Remarks Production HEC
BASIC_1.5.00 OP48 Release Management
BASIC_1.5.13 OP49 Installation of new entities in the system after initial customer handover during HEC Onboarding
(applies to e.g. add-ons and other sorts of additional solution packages, languages, content
packages etc.)
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Contractual Change Request (CR) required in case of changed managed service scope or
increased infrastructure consumption
BASIC_1.5.03 OP50 Implement SAP Notes and other types of manual corrections (corrections not provided as software
correction package) in managed system (notes and corrections required to fix application related
issues)HEC Enhanced Managed Services ("EMS") that can be performed by customer
Delineation between "application" and "technical" is defined by this HEC Roles &
Responsibilities document; fixing issues that fall into the responsibility of HEC per the R&R are
considered "technical" and notes would be applied as defined in the respective task. The topic
area of the respective note can only serve as a rough indicator, since only a subset of BC-*
topic areas are covered by the HEC standard service. The two areas, where the HEC service
mostly applies are BC-CST and BC-DB
BASIC_1.5.04 OP51 Implement SAP Notes and other types of manual corrections (corrections not provided as software
correction package) in managed system (notes required to fix issues related to technical SAP
components)
HEC Standard Services
Dependent on criticality of repair and only if no appropriate Support Package is available;
delineation between "application" and "technical" is defined by the HEC Roles &
Responsibilities document; fixing issues that fall into the responsibility of HEC per the R&R are
considered "technical" and notes would be applied as defined in the respective task. The topic
area of the respective note can only serve as a rough indicator, since only a subset of BC-*
topic areas are covered by the HEC standard service. The two areas, where the HEC service
mostly applies are BC-CST and BC-DB. Any post installation tasks required as per the SAP
note in question which is not technical in nature (e.g. application related settings/manual code
creation in customer namespace or manual activities required in SAP namespace) need to be
performed by the customer.
BASIC_1.5.12 OP52 Check for SAP software updates (SAP Support Packages, SAP kernel updates)HEC Enhanced Managed Services ("EMS") that can be performed by customer
SAP will review system software versions and provide recommendations on newer releases,
e.g. SAP kernel and SAP Support Packages
BASIC_1.5.06 OP53 Implementation of patches for system software running on OS level, e.g. SAP kernel HEC Standard Services May require additional system downtime
BASIC_1.5.21 OP54 Implementation of kernel patches using rolling kernel update mechanism
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
To keep any adverse effects on business operations to a minimum when importing a new
kernel version, instances are restarted one after the other. This means that during the Rolling
Kernel Switch (RKS) procedure at least one application server instance is always available for
business operations.
BASIC_1.5.09 OP55 Implement updates to the managed SAP solution using standard tools and methods
HEC Standard Services
The term "update" denotes the change to a new minor release of the hosted SAP software,
typically focused on bug fixes and small enhancements. The terminology for such events differs
within the SAP portfolio, however frequently used terms in this context are "patch", "Support
Package" and the like; this line item also includes the implementation of S/4HANA Feature
Pack Stacks (FPS) but does not include the upgrade of S/4HANA to the next major release;
the release sequence and the categorization of versions for each SAP product is available in
the Product Availability Matrix (PAM) in SAP Service Marketplace; this line item does not include
the usage of more sophisticated update approaches like nZDT/ZDO etc.; Requires standard
scheduled downtime to implement. Any post installation tasks required which is not technical in
nature (e.g. application related settings/manual code creation in customer namespace or
manual activities required in SAP namespace) need to be performed by the customer.
BASIC_1.5.11 OP56 Implement updates to the managed SAP solution using advanced tools and methods such as HEC
Maintenance Downtime Minimization Service to minimize required downtime
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
The term "update" denotes the change to a new minor release of the hosted SAP software,
typically focused on bug fixes and small enhancements. The terminology for such events differs
within the SAP portfolio, however frequently used terms in this context are "patch", "Support
Package" and the like; this line item also includes the implementation of S/4HANA Feature
Pack Stacks (FPS), but does not include the upgrade of S/4HANA to the next major release;
the release sequence and the categorization of versions for each SAP product is available in
the Product Availability Matrix (PAM) in SAP Service Marketplace; Note: any implementation of
updates may require additional system downtime or pre-requisites for system resources to
include but not limited to additional memory, CPU, and a QA or Pre-production system to
perform testing and validation. System resources not available in the existing customer
landscape need to be provided via a change request (CR) and may result in additional service
fees. Requires minimal scheduled downtime to implement. Any post installation tasks required
which is not technical in nature (e.g. application related settings/manual code creation in
customer namespace or manual activities required in SAP namespace) need to be performed
by the customer.
BASIC_1.5.10 OP57 Ongoing maintenance of system languages, e.g. performing language fill-up HEC Enhanced Managed Services ("EMS") that can be performed by customer EMS fee based per system
BASIC_1.1.01 OP58 Version upgrade of SAP Software: Upgrade planning and coordination
HEC Enhanced Managed Services ("EMS") that can be performed by customer
The term "version upgrade" denotes the change to a new major release of the hosted SAP
software, typically including functional enhancements; besides upgrades this also includes the
implementation of SAP Enhancement Packages; the release sequence and the categorization
of versions for each SAP product is available in the Product Availability Matrix (PAM) in SAP
Service Marketplace
BASIC_1.5.07 OP59 Version upgrade of SAP Software: Execute technical upgrade tasks
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
The term "version upgrade" denotes the change to a new major release of the hosted SAP
software, typically including functional enhancements; besides upgrades this also includes the
implementation of SAP Enhancement Packages; the release sequence and the categorization
of versions for each SAP product is available in the Product Availability Matrix (PAM) in SAP
Service Marketplace; EMS pricing per system
BASIC_1.5.08 OP60 Execute application related tasks as part of Release and Change Management (e.g. application
testing, adjustments, content/functional activation)HEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.5.20 OP61 Conversion of SAP ERP systems to SAP S/4HANAHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Depending on complexity of conversion involvement of SAP Consulting might be required
BASIC_1.7.00 OP62 Proactive services
BASIC_1.7.02 OP63 Prepare SAP service sessions session by maintaining RTCCTOOLHEC Standard Services
Performed only for productive systems; activities which have to be performed within the
customer's SAP Solution Manager are the customer's responsibility
BASIC_1.7.03 OP64 Analysis of SAP Service Session reports (incl. EarlyWatch Alert) for systems operated in SAP HEC
for findings and recommendations regarding aspects within the service scope of SAP HEC
(technical operations)
HEC Standard Services
Performed only for productive systems
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Identifier # Task Responsibility Production HEC Remarks Production HEC
BASIC_1.7.09 OP65 Analysis of SAP Service Session reports (incl. EarlyWatch Alert) for systems operated in SAP
HEC. Provide recommendations for changes related to SAP application (outside technical
operations scope of HEC standard service)
HEC Enhanced Managed Services ("EMS") that can be performed by customer
Performed only for productive systems
BASIC_1.12.00 OP66 System performance management
BASIC_1.12.01 OP67 Initial assessment of system performance issues
HEC Standard Services
HEC performs an initial assessment of identified or reported system performance issues to
identify potential root causes. The primary scope of this assessment is to quickly check
performance relevant technical building blocks of the HEC service. This may include
infrastructure, database and technical SAP stack for root causes and based on the result,
determine whether the root cause is likely to be technical or application related.
TO_NWABAP_1.1.14 OP68 Troubleshoot SAP system performance issues (technical root causes within HEC service scope)
HEC Standard Services
Based on the result of the initial assessment; troubleshooting by HEC is only performed in
situations caused by technical issues within the service scope of HEC and where the system
performance lies outside usual and expectable behavior (e.g. as it has shown in the past in
comparable load situations within HEC).
BASIC_1.7.06 OP69 Analyze and troubleshoot performance issues (root causes outside HEC service scope and
application related root causes)
HEC Excluded Tasks
In some situations HEC might be able to support the customer using an HEC Application
Management service under EMS, however due to the large variety of possible scenarios and
root causes this item has been generally excluded from the HEC service; customers should
seek assistance via SAP Support or SAP Consulting for application performance problems.
TO_DS_1.1.15 OP70 Execute performance tuning
HEC Enhanced Managed Services ("EMS") that can be performed by customer
Proactive activities to improve the performance of a system; tuning activities can result in
service requests related to other line items in this document, e.g. parameter changes, which
are partly covered by the HEC standard service. Performed only for productive systems.
BASIC_1.7.08 OP71 Review and optimize customer code to improve system performance and stability HEC Excluded Tasks
BASIC_1.11.00 OP72 Certificate handling
BASIC_1.11.01 OP73 Generate Certificate Signing Request (CSR)HEC Enhanced Managed Services ("EMS") that can be performed by customer
Except LoadBalancers, Web Dispatchers and BO systems; for these systems HEC will
generate the CSR and hand it over to the customer for further processing
BASIC_1.11.02 OP74 Send request to Certificate Authority HEC Excluded Tasks
TO_NWABAP_1.6.01 OP75 Creating SSL server / client identity with key pair HEC Excluded Tasks
BASIC_1.11.04 OP76 System (OS Level) configuration to enable SSL HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer EMS effort is calculated per server
BASIC_1.11.05 OP77 System (Application Level) configuration to enable SSL HEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.11.06 OP78 Monitor validity period of certificates HEC Excluded Tasks
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Identifier # Task Responsibility Production HEC Remarks Production HEC
BASIC_1.9.00 OP79 Disaster Recovery
BASIC_1.9.01 OP80 Implement disaster recovery setup according to architecture blueprint and contractual
specificationsHEC Optional Services
Performed only for productive systems; only included in HEC service if disaster recovery
solution is part of the contract/SOW/Order Form.
BASIC_1.9.02 OP81 Develop disaster recovery procedures (data center and tech system infrastructure only)HEC Optional Services
Performed only for productive systems; only included in HEC service if disaster recovery
solution is part of the contract/SOW/Order Form.
BASIC_1.9.03 OP82 Ongoing management of disaster recovery architecture: monitoring of data replication to
secondary site including troubleshootingHEC Optional Services
Performed only for productive systems; only included in HEC service if disaster recovery
solution is part of the contract/SOW/Order Form.
BASIC_1.9.04 OP83 Ongoing management of disaster recovery architecture: maintenance and change management
for systems at secondary site to ensure system consistency including troubleshooting HEC Optional Services
Performed only for productive systems; only included in HEC service if disaster recovery
solution is part of the contract/SOW/Order Form.
BASIC_1.9.05 OP84 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.)HEC Excluded Tasks
BASIC_1.9.06 OP85 Execute disaster recovery tests (data center and technical system infrastructure only)
HEC Optional Services
Performed only for productive system; on request; maximum once (1) per calendar year; only
included in HEC service if disaster recovery solution is part of the contract/SOW/Order Form;
customer must support in certain technical aspects, e.g. regarding interfaces, connectivity etc.
BASIC_1.9.09 OP86 Execute additional disaster recovery tests (data center and technical system infrastructure only,
beyond the one which is part of the HEC DR service)
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Performed only for productive system; on request; maximum once (1) per calendar year; only
included in HEC service if disaster recovery solution is part of the contract/SOW/Order Form;
customer must support in certain technical aspects, e.g. regarding interfaces, connectivity etc.
BASIC_1.9.07 OP87 Execution of productive failover in case of an officially declared disaster
HEC Optional Services
"Disaster" shall describe a catastrophic event causing widespread damage/destruction, typically
not restricted to one individual system or landscape but larger parts of the overall 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 included in HEC
service if disaster recovery solution is part of the contract/SOW/Order Form
BASIC_1.9.08 OP88 Execute disaster recovery tests (application layer, customer infrastructure, interfaces,
organizational measures etc.)HEC Excluded Tasks
BASIC_1.15.00 OP89 Operations extension via EMS These services provide possible extensions to areas of Incident, Change and Event
Management beyond the standard scope of HEC servicesBASIC_1.15.01 OP90 Incident Management: Troubleshooting of technical/non-functional incidents not included in HEC
Standard Services HEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.15.02 OP91 Change Management: Changes of technical system configuration not included in HEC Standard
ServicesHEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.15.03 OP92 Event management: Monitor technical/non-functional event types not included in HEC Standard
Service as per R&R Definition HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.0.00 NW1 E - NetWeaver Operations (ABAP and JAVA)TO_NWABAP_1.1.00 NW2 General NetWeaver Operations
TO_NWABAP_1.1.04 NW3 Analyze SAP system log and fix technical failures included in scope of servicesHEC Standard Services
May require customer assistance
TO_NWABAP_1.1.06 NW4 Monitor update processes within SAP software to avoid system operations issuesHEC Standard Services
HEC 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 NW5 Analyze update terminations, determine business impact and appropriate actionHEC Enhanced Managed Services ("EMS") that can be performed by customer
With regards to application issues and impact
TO_NWABAP_1.1.08 NW6 Clean up terminated updatesHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.1.10 NW7 Analyze lock entries, determine business impact and appropriate actionHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.1.11 NW8 Check/clear lock entriesHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.1.12 NW9 Check for ABAP dumps to detect serious system issues
HEC Standard Services
Performed only for productive systems; HEC informs customer in the event of serious
application related issues that need to be resolved by the customer. Dumps relevant to HECs
responsibility will be resolved by HEC
TO_NWABAP_1.1.22 NW10 Regular ABAP dump check and classification HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.1.23 NW11 Analyze SAP application log and provide recommendations on fixing failuresHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.1.24 NW12 Reorganize qRFC/tRFC queuesHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.1.25 NW13 Regularly check fastest growing tables in the SAP system and provide recommendations for
archiving or reorganizationHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.1.13 NW14 Administer SAP Logon GroupsHEC Standard Services
The customer may perform this activity; if HEC is requested to perform the task, the
design/definition must be provided by customer
BASIC_1.11.03 NW15 Creation/Update/Change of the System-PSE (Personal Security Environment) HEC Standard Services
TO_NWABAP_1.1.16 NW16 Implement/update tools to ensure readiness for SAP support servicesHEC Standard Services
TO_NWABAP_1.1.20 NW17 Definition of archiving strategyHEC Excluded Tasks
TO_NWABAP_1.1.21 NW18 Execution and monitoring of archiving processHEC Enhanced Managed Services ("EMS") that can be performed by customer
Increased infrastructure consumption is subject to a CR and additional service fees
TO_NWABAP_1.1.17 NW19 Management of Web Service RuntimeHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.1.18 NW20 Configure technical RFC connections (TA SM59) to central systems managed by SAP used for
system operationsHEC Standard Services
Technical RFC connection = generic RFC connection required for all HEC based systems the
same way, e.g. for HEC monitoring configuration
Depending on technical conditions some tasks listed in this section are applicable to only one of the two platforms (NW ABAP or NW JAVA)
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Identifier # Task Responsibility Production HEC Remarks Production HEC
TO_NWABAP_1.1.19 NW21 Configure RFC connections (TA SM59) to technical systems managed by the customer and any
application-related RFC connection HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_J2EE_1.1.01 NW22 Troubleshooting of SAP J2EE in case of technical issuesHEC Standard Services
For technical issues only; application related problems must be resolved by the customer
TO_J2EE_1.1.02 NW23 SAP J2EE: adjust/configure Java applications HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.2.00 NW24 SAP Client Operations
TO_NWABAP_1.2.01 NW25 Copy or delete client within one SAP System (including analysis and resolution of technical issues)HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
500GB upper limit, above that threshold, only system copies are performed because of
technical restrictions
TO_NWABAP_1.2.02 NW26 Perform client export/import between SAP systems (including analysis and resolution of technical
issues)HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
500GB upper limit, above that threshold, only system copies are performed because of
technical restrictions
TO_NWABAP_1.2.05 NW27 Investigate and resolve application related issues (e.g. with certain database tables and fields)HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.3.00 NW28 Interface Administration
TO_NWABAP_1.3.24 NW29 Creation, execution, monitoring and troubleshooting of batch input sessions HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.3.25 NW30 Configuration, monitoring and troubleshooting of interfaces and interface related functions (e.g.
IDOCs, interface scripts and jobs, qRFC/tRFC/bgRFC, ALE scenarios etc.) HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.6.03 NW31 Establish trust relationships between SAP NW ABAP systems HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.4.00 NW32 Job Scheduling
TO_NWABAP_1.4.09 NW33 Schedule (via SM36 --> standard jobs), check and monitor standard SAP system batch jobs to
facilitate best-practice housekeeping of SAP systemHEC Standard Services
Per SAP guidelines as defined in SAP Note 16083; additional SAP standard jobs to be
reviewed and agreed with customer
TO_NWABAP_1.4.14 NW34 Administration of application batch jobs:
- Define production job schedule and dependencies based on business requirements
- Job scheduling
- Job monitoring
- Troubleshooting according to troubleshooting handbook
HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.5.00 NW35 Transport Management
TO_NWABAP_1.5.10 NW36 Create transport domain in client 000 and transport directory HEC Standard Services
TO_NWABAP_1.5.11 NW37 Maintain SAP transport management system and configure transport routes and any further
configuration (automatic import, scheduled import etc. )HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NW_1.5.01 NW38 Setup of CTS+ HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer OS access required
TO_NWABAP_1.5.02 NW39 Transfer and release of transport ordersHEC Enhanced Managed Services ("EMS") that can be performed by customer
Before importing critical transports the customer should inform HEC and perform the transport
as a scheduled activity
TO_NWABAP_1.5.03 NW40 Execute transports to move objects between SAP systems HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NWABAP_1.5.04 NW41 Troubleshooting SAP Transport Management SystemHEC Standard Services
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 NW42 Address functional transport problems HEC Enhanced Managed Services ("EMS") that can be performed by customer Customer responsible for content of transports
TO_NWABAP_1.5.08 NW43 Adjustment of repository objects as part of software changes HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_NW_1.5.02 NW44 Setup and configuration of CHaRM HEC Excluded Tasks
TO_NWABAP_1.5.09 NW45 Testing and acceptance of object changes HEC Excluded Tasks
BASIC_1.6.00 NW46 Output Management
BASIC_1.6.01 NW47 Create, change and delete printers within SAP solution HEC Enhanced Managed Services ("EMS") that can be performed by customer HEC would only support printer types contained in SAP published guidelines
BASIC_1.6.02 NW48 Analyze faulty output requests (transaction SP01) HEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.6.03 NW49 Reorganize SAP spool system to keep system clean HEC Standard Services Via SAP standard batch job
BASIC_1.6.04 NW50 Design and implementation of print forms HEC Excluded Tasks
BASIC_1.6.05 NW51 Lock/unlock SAP printers HEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.6.06 NW52 Check spooler table consistency to prevent printing issues HEC Standard Services Via SAP standard batch job
BASIC_1.6.07 NW53 Configuration of virtual spool (load balancing between spool processes) HEC Enhanced Managed Services ("EMS") that can be performed by customer
BASIC_1.6.08 NW54 Troubleshooting technical spool- and print-problems (within the SAP system)HEC Standard Services
Problems caused outside the SAP system/solution scope must be solved by the customer
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Identifier # Task Responsibility Production HEC Remarks Production HEC
TO_SPROV_1.0.00 SP1 F - Server Provisioning (aka IaaS)
TO_SPROV_1.4.00 SP2 Security Planning
TO_SPROV_1.4.01 SP3 Provide application communication requirements HEC Excluded Tasks
TO_SPROV_1.4.02 SP4 Determine communication and security requirements HEC Excluded Tasks
TO_SPROV_1.4.03 SP5 Create and maintain security policies HEC Excluded Tasks
TO_SPROV_1.4.04 SP6 Determine security strategy and implementation plans HEC Excluded Tasks
TO_SPROV_1.4.05 SP7 Monitor and assess security strategies HEC Excluded Tasks
INFRA_1.4.00 SP8 Hardware Operations
TO_SPROV_1.5.01 SP9 Maintain valid vendor maintenance agreements as needed HEC Standard Services
INFRA_1.4.02 SP10 Use vendor proactive support capabilities to help identify potential failures HEC Standard Services
TO_SPROV_1.5.03 SP11 Schedule hardware maintenance (for hardware failures and planned modifications HEC Standard Services
TO_SPROV_1.5.04 SP12 Schedule hardware/equipment maintenance as recommended by vendors HEC Standard Services
TO_SPROV_1.6.00 SP13 Server Management
TO_SPROV_1.6.11 SP14 Sizing of server infrastructure
HEC Excluded Tasks
Virtual machines provided as specified in the SOW/Order Form; customer must ensure that
sizing is accurate and provided VMs fulfil the requirements of the intended use case
TO_SPROV_1.6.01 SP15 Provide server infrastructure HEC Standard Services
TO_SPROV_1.6.02 SP16 Provide licenses for OS HEC Standard Services Licenses will be provided and charged by HEC
TO_SPROV_1.6.03 SP17 Basic operating system installation HEC Standard Services Supported OS: SUSE LINUX and MS Windows Server (most up-to-date HEC versions)
TO_SPROV_1.6.04 SP18 Installation of OS patches and security updatesHEC Excluded Tasks
Server will be shipped with the latest available security patch level, after hand over customer is
responsible for updates
TO_SPROV_1.6.05 SP19 Installation of antivirus software and patterns updatesHEC Excluded Tasks
Customer is responsible for Antivirus installation and virus pattern updates on a daily basis
TO_SPROV_1.6.06 SP20 Antivirus software licenses HEC Excluded Tasks
TO_SPROV_1.6.07 SP21 Perform scheduled startup/shutdown of hardwareHEC Standard Services
TO_SPROV_1.6.08 SP22 Restart the hardware after failureHEC Standard Services
TO_SPROV_1.6.09 SP23 Monitoring of hardware on hypervisor level HEC Standard Services
TO_SPROV_1.6.10 SP24 Monitoring of operating system of provided OS instances HEC Excluded Tasks
INFRA_1.5.00 SP25 Storage Management
TO_SPROV_1.7.01 SP26 Initial setup and ongoing management of storage
HEC Standard Services
Storage capacity will be provided as contracted based on customer specifications; technical
limitations for storage volume that can be provided under this service apply (details specified in
the respective service description)
TO_SPROV_1.7.02 SP27 Manage data files/file systems HEC Excluded Tasks
TO_SPROV_1.7.03 SP28 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.HEC Excluded Tasks
TO_SPROV_1.7.04 SP29 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. HEC Standard Services
INFRA_1.5.02 SP30 Scale storage capacity HEC Optional Services
TO_SPROV_1.8.00 SP31 Application Management
TO_SPROV_1.8.01 SP32 Define application requirements HEC Excluded Tasks
TO_SPROV_1.8.02 SP33 Provide customer specific software licensesHEC Excluded Tasks
Customer must make sure that they hold valid licenses to run the installed software in an
environment such as SAP HEC
TO_SPROV_1.8.03 SP34 Application installation HEC Excluded Tasks
TO_SPROV_1.8.04 SP35 Application operations HEC Excluded Tasks
TO_SPROV_1.8.05 SP36 Installation of patches and security updates HEC Excluded Tasks Customer is responsible for software lifecycle management
TO_SPROV_1.8.06 SP37 Application monitoring HEC Excluded Tasks
TO_SPROV_1.10.00 SP38 IaaS VM Snapshot (offline image backup)
TO_SPROV_1.10.01 SP39 Service Setup HEC Optional Services
TO_SPROV_1.10.02 SP40 Request additional storage for copy of block deviceHEC Excluded Tasks
This Volume (additional storage) needs to be provisioned to accommodate the block device
backup temporarily before moving it to data domain
TO_SPROV_1.10.04 SP41 Snapshot of IaaS
HEC Optional Services
Performed on customer request only; shutdown, rsync block device and copy to data domain.
Minimum duration of 3 months required for snapshot service and storage (if required). Any
storage required can be extended through the contract duration.
TO_SPROV_1.10.05 SP42 Restart server and inform customer HEC Optional Services After successful restart of VM, inform customer and update the ticket
TO_SPROV_1.10.06 SP43 Start required applications on server HEC Excluded Tasks Customer needs to make sure that applications are started after the snapshot operation
BASIC_1.9.00 SP44 Disaster Recovery
TO_SPROV_1.9.01 SP45 Provide VM and related storage in the secondary Data Center HEC Standard Services Only for those IaaS servers explicitly specified in the contract as relevant for DR.
TO_SPROV_1.9.02 SP46 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. HEC Excluded Tasks
TO_PA_1.0.00 TP1 X1 - 3rd Party Software
TO_PA_1.1.00 TP2 3rd Party Software (e.g. partner add-ons, libraries, client software; not applicable to
solutions explicitly shown as managed service in other sections of this document and the
HEC contract for the customer)
Service to provide server platform, e.g. to install and run non-SAP applications (IaaS); this section does not apply to server infrastructure used to run the managed SAP system landscape
Customer must ensure proper licensing of the respective 3rd party software allowing its usage in HEC; 3rd party software in the context of HEC is defined as any software solution for
which the intellectual property is not owned by SAP; the technical and operational compatibility of every 3rd Party Solution with HEC has to be individually checked by the customer; HEC
will not take responsibility for negative effects on the underlying system and infrastructure platform managed by HEC which are caused by any such 3rd Party Solution
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Identifier # Task Responsibility Production HEC Remarks Production HEC
TO_PA_1.1.01 TP3 Managed 3rd Party ABAP add-ons
TO_PA_1.1.01 TP4 Installation HEC Standard Services
TO_PA_1.1.02 TP5 Configuration HEC Excluded Tasks
TO_PA_1.1.03 TP6 Application monitoring HEC Excluded Tasks
TO_PA_1.1.04 TP7 Apply updates HEC Standard Services
TO_PA_1.1.05 TP8 Application troubleshooting including engagement with the partners support organization HEC Excluded Tasks
TO_PA_1.2.00 TP9 Unmanaged 3rd Party ABAP add-ons
TO_PA_1.2.01 TP10 Installation HEC Excluded Tasks
TO_PA_1.2.02 TP11 Configuration HEC Excluded Tasks
TO_PA_1.2.03 TP12 Application monitoring HEC Excluded Tasks
TO_PA_1.2.04 TP13 Apply updates HEC Excluded Tasks
TO_PA_1.2.05 TP14 Application troubleshooting including engagement with the partners support organization HEC Excluded Tasks
TO_BC_1.0.00 BC1 X2 - Business Connector
TO_BC_1.1.00 BC2 Operations
TO_BC_1.1.04 BC3 Reorganization of Message StoreHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_CO-PA_1.0.00 CP1 X3 - SAP CO-PA AcceleratorTO_BC_1.1.00 CP2 Operations
TO_CO-PA_1.1.01 CP3 Determine initial data load procedure HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_CO-PA_1.1.02 CP4 Perform initial data load procedure HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_CO-PA_1.1.03 CP5 CO-PA customizing HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_CO-PA_1.1.04 CP6 Setup DB connection to HANA HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_CO-PA_1.1.05 CP7 Setup CO-PA Jobs for data replication HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_CO-PA_1.1.06 CP8 Monitor CO-PA Jobs for data replication HEC Enhanced Managed Services ("EMS") that can be performed by customer
For selected 3rd party NW ABAP add-ons which are listed on the SAP license price list HEC offers a lightweight managed service, which only includes installation of the add-on and
subsequent updates; the list of supported solutions is subject to change; supported add-on needs to be explicitly specified in the HEC contract
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Technical Operations sap-hec-for-production-service-description-catalog-v36-1-english-master.xlsx
Identifier # Task Responsibility Production HEC Remarks Production HEC
TO_DS_1.0.00 DS1 X4 - SAP Data Services (DS)TO_BC_1.1.00 DS2 Operations
TO_DS_1.1.22 DS3 Authorization - Users and Rights Management HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_DS_1.1.06 DS4 Create/Modify Data Services jobs HEC Excluded Tasks
TO_DS_1.1.07 DS5 Schedule Data Services jobs HEC Excluded Tasks
TO_DS_1.1.08 DS6 Create/Configure database connections for DS (e.g. ODBC) HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_DS_1.1.09 DS7 Monitor jobs HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_DS_1.1.10 DS8 Repository backup DS & BOE HEC Standard Services
TO_DS_1.1.11 DS9 Delete batch job history HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_DS_1.1.12 DS10 Verify that job and access servers are running HEC Standard Services
TO_DS_1.1.13 DS11 Remove obsolete repository contents HEC Standard Services
TO_DS_1.1.14 DS12 Troubleshooting issues with DS Jobs HEC Excluded Tasks
TO_DS_1.1.18 DS13 Generate certificate request HEC Standard Services
TO_DS_1.1.19 DS14 Generate and install self-signed certificate HEC Standard Services
TO_DS_1.1.20 DS15 Provide certificates from external certificate authority HEC Excluded Tasks
TO_DS_1.1.21 DS16 Install certificates provided by customer HEC Standard Services
TO_DS_1.1.23 DS17 Create/Manage Additional RepositoriesHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
System comes with default repositories, if more are requested these will be delivered per EMS.
TO_DS_1.1.26 DS18 Backup: On-Demand - BI Database and File Repo Sync HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_DS_1.1.27 DS19 Restore: On-Demand - BI Database and File Repo Sync HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_DS_1.1.28 DS20 Authentication - AD/LDAP/SSO/SAP Setup HEC Excluded Tasks
TO_DS_1.1.29 DS21 Installation and Configuration of Data Services Adapters HEC Standard Services
TO_DS_1.1.30 DS22 Add and configure additional Job Servers/ Job Groups for load balancing HEC Optional Services Depending on sizing, additional infrastructure may be required.
TO_DS_1.1.31 DS23 Configure Runtime Resources HEC Standard Services
TO_DS_1.1.32 DS24 Configure SMTP Email HEC Standard Services
TO_DS_1.1.33 DS25 Starting and Stopping Services HEC Standard Services
TO_DS_1.1.34 DS26 Enhanced Change and Transport System (CTS+) Integration Setup HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_DS_1.1.35 DS27 Configure transports via Data Services (DS) Object Promotion Management HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_DS_1.1.36 DS28 Backup Data Services Repository using Import/Export Tool HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_SCIC_1.0.00 SC1 X5 - SCIC OperationsTO_BC_1.1.00 SC2 Operations
TO_SCIC_1.1.03 SC3 Setup initial SCIC of source system HEC Enhanced Managed Services ("EMS") that can be performed by customer E.g. setup of secondary database connection / RFC
TO_SCIC_1.1.04 SC4 Setup LiveCache replication jobs in source system HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_SCIC_1.1.06 SC5 Monitor LiveCache replication jobs in customer system HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_SCIC_1.1.09 SC6 Manage end users with HANA Studio HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_BI_1.0.00 BI1 X6 - SAP BusinessObjects Business Intelligence (BI)TO_BC_1.1.00 BI2 Operations
TO_BI_1.1.06 BI3 Backup (Full content backup / BIAR backup) HEC Standard Services
TO_BI_1.1.07 BI4 Scan / Repair and compact all repository errors HEC Standard Services
TO_BI_1.1.11 BI5 Clean-up empty directories created for Repository Diagnostic Tool HEC Standard Services
TO_BI_1.1.26 BI6 Cache Clean-up and Maintenance - Tomcat, Web Intelligence, Log Files HEC Standard Services
TO_BI_1.1.17 BI7 Program Object Actions: Import and Execution HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_BI_1.1.18 BI8 Promote/deploy BI objects between environments HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_BI_1.1.19 BI9 Create, rename, remove connections and Universes HEC Excluded Tasks
TO_BI_1.1.21 BI10 Provide user access and maintain authorizations HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_DS_1.1.18 BI11 Generate certificate request HEC Standard Services
TO_DS_1.1.19 BI12 Generate and install self-signed certificate HEC Standard Services
TO_DS_1.1.20 BI13 Provide certificates from external certificate authority HEC Excluded Tasks
TO_DS_1.1.21 BI14 Install certificates provided by customer HEC Standard Services
TO_BI_1.1.27 BI15 Deploy templates and system configurations for hardware changes HEC Standard Services
TO_BI_1.1.28 BI16 BI System Copy HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_BI_1.1.29 BI17 BI Auditing Setup and Configuration HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_BI_1.1.30 BI18 Perform ERP Integration Setup and Configuration HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_BI_1.1.31 BI19 Implement Patches and Support Packs HEC Standard Services
TO_BI_1.1.32 BI20 Version upgrade of SAP Software: Execute technical upgrade tasks HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_BI_1.1.33 BI21 Backup: On-Demand - BI Database and File Repo Sync HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_BI_1.1.34 BI22 Restore: On-Demand - BI Database and File Repo Sync HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_BI_1.1.35 BI23 Setup Authentication - AD/LDAP/SSO/SAP HEC Excluded Tasks
TO_BI_1.1.36 BI24 Configure Cryptography Settings HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_BI_1.1.37 BI25 Configure Web Application - Reverse Proxy Settings HEC Standard Services
TO_BI_1.1.38 BI26 Add and configure additional BI servers for load balancing HEC Optional Services Additional infrastructure may be required
TO_BI_1.1.39 BI27 Manage Server Process and Server Groups HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_BI_1.1.40 BI28 Setup/Support technical tasks for BI Report Version Management HEC Standard Services Customer responsible for maintaining report versions
TO_BI_1.1.41 BI29 Enhanced Change and Transport System (CTS+) Integration Setup HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_BI_1.1.42 BI30 Manage Server Process and Server Groups HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PI_1.0.00 PI1 X7 - SAP PITO_PI_1.1.00 PI2 SAP PI Implementation
TO_PI_1.1.01 PI3 Installation of adapters and software components provided by SAP
HEC Standard Services
Included only for items explicitly specified in the HEC contract/Order Form. This is valid also for
additional offerings from SAP such as: ADAPTERS for SAP NW PI 1.1, SAP NW Process
Integration, business-to-business add-on 1.0, SAP NW Process Integration Secure Connectivity
Add-on 1.0. This does not include efforts for content handling like the import of TPZ files into
the ESR.
TO_PI_1.1.02 PI4 Installation of adapters provided by external partnersHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Must provide adapter software and licenses. This does not include efforts for content handling
like the import of TPZ files into the ESR.
TO_PI_1.1.03 PI5 Configuration of the required system connections to partner systemsHEC Enhanced Managed Services ("EMS") that can be performed by customer
Time & material basis for changes in network setup (routers, firewalls access lists). Customer
must provide network connections to target systems.
TO_PI_1.2.00 PI6 SAP PI Operations
TO_PI_2.1.02 PI7 Monitor application-specific PI functions, e.g. messaging, queues etc. HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PI_2.1.03 PI8 Monitor the message processing in PI (success & performance) HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PI_2.1.04 PI9 Monitor communication channels, queues, backlogs of PI (AEX) HEC Enhanced Managed Services ("EMS") that can be performed by customer
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Identifier # Task Responsibility Production HEC Remarks Production HEC
TO_PI_2.1.05 PI10 Monitor BPM processes (success & performance) HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PI_2.1.06 PI11 Configure adapters HEC Excluded Tasks
TO_PI_2.1.07 PI12 Deal with incorrect messages HEC Excluded Tasks
TO_PI_2.1.08 PI13 Configuration, execution and monitoring of message archiving HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PI_2.1.10 PI14 Change and Release Management: PI transports HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PI_2.1.11 PI15 Role/authorization maintenance (except SAP & initial customer administrator role) HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PI_2.1.13 PI16 Execute technical upgrade tasks HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_PI_2.1.14 PI17 Security: client certificate maintenance for external partners HEC Excluded Tasks
TO_PI_2.1.16 PI18 Maintain users and roles/authorizations (except for the SAP and initial customer administrator role)HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PI_2.1.17 PI19 Plan, setup and monitor housekeeping of PI / BPM / AEX HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PI_2.1.19 PI20 Adjust PO/PI /AEX parameterization and configurationHEC Enhanced Managed Services ("EMS") that can be performed by customer
The configuration doesn't cover the realization of integration scenarios (content development)
TO_PI_2.1.20 PI21 Maintain client certificate for external partners HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PI_2.1.21 PI22 Maintain the system landscape directory (SLD) HEC Enhanced Managed Services ("EMS") that can be performed by customer Related to PI scenarios
TO_PI_2.1.22 PI23 Apply SAP basic application content update to the Enterprise Service Repository (ESR) HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PI_2.1.23 PI24 Handle errors and analyze root cause for incorrect message processing in PI (AEX) HEC Excluded Tasks
TO_PI_2.1.24 PI25 Check PI / PO / AEX readiness after changes (upgrades, patches, notes) HEC Excluded Tasks
TO_PI_2.1.25 PI26 Configure the required system connections to partner systems HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PI_2.1.26 PI27 Transport management of PI objects HEC Enhanced Managed Services ("EMS") that can be performed by customer
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Identifier # Task Responsibility Production HEC Remarks Production HEC
TO_EP_1.0.00 EP1 X8 - Enterprise PortalTO_BC_1.1.00 EP2 Operations
TO_EP_1.1.01 EP3 Monitoring application services for Portal, Unifiers, Unification Server, PCD, TREX, CM, Database,
SAP J2EE, IIS, and ITSHEC Standard Services
HEC monitors application services only; customer responsible to monitor portal content
TO_EP_1.1.02 EP4 Maintain Portal, Unifiers, Unification Server, PCD, TREX, CM, Database, SAP J2EE, IIS, and ITSHEC Excluded Tasks
HEC installs basic SAP Enterprise Portal only
TO_EP_1.1.03 EP5 Maintain LDAP (Novell, ADS, iPlanet and others) HEC Excluded Tasks
TO_EP_1.1.04 EP6 Analyze Portal System logs and revise failures occurred HEC Standard Services HEC has to inform customer of required assistance
TO_EP_1.1.05 EP7 System landscape maintenance, connection of external systems – e.g. SAP HEC Enhanced Managed Services ("EMS") that can be performed by customer Port connection required
TO_EP_1.1.07 EP8 User mapping HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_EP_1.1.08 EP9 Role/Channel/iPanel allocation HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_EP_1.1.09 EP10 Content administration HEC Excluded Tasks
TO_EP_1.1.10 EP11 Set-up and maintain Portal user master data HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_EP_1.1.11 EP12 Lock and delete portal user master data HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_EP_1.1.12 EP13 Release locked portal users HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_EP_1.1.13 EP14 Define and change licensee specific portal authorization profiles HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_EP_1.1.14 EP15 Administer Content Repository HEC Excluded Tasks
TO_EP_1.1.15 EP16 Administer TREX indices HEC Excluded Tasks
TO_EP_1.1.16 EP17 Administer Taxonomies HEC Excluded Tasks
TO_EP_1.1.17 EP18 Monitoring of status of TREX queues HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_EP_1.1.18 EP19 Delete faulty documents in TREX queues HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_EP_1.1.20 EP20 Customize, upgrade POE including all components HEC Excluded Tasks Set J2EE passwords, configure Java port, add service packs
TO_EP_1.1.22 EP21 Upgrade of pages, roles, static html content HEC Excluded Tasks
TO_EP_1.1.23 EP22 Maintenance of Java servicesHEC Standard Services
Licensee responsible to develop new Java services, and to customize existing java services
TO_SIQ_1.0.00 IQ1 X9 - Sybase IQ (used as data persistency for NLS or 3rd party archiving
solutions)TO_SIQ_1.1.00 IQ2 Database Installation/Configuration
TO_SIQ_1.1.01 IQ3 Checking/preparing system requirements (BW Release, SAP Notes, Source/target setup) HEC Excluded Tasks
TO_SIQ_1.1.03 IQ4 Initial configuration / parameter settings HEC Standard Services
TO_SIQ_1.1.06 IQ5 Initialize connection between BW/NLS and Sybase IQ HEC Standard Services Customer must check it from BW side
DB_1.1.00 IQ6 Database Operations
TO_SIQ_1.2.02 IQ7 Database capacity management HEC Standard Services
TO_SIQ_1.2.03 IQ8 Reorg/Statistic update HEC Standard Services
TO_SIQ_1.2.04 IQ9 dbcc (database consistency check) HEC Standard Services
TO_SIQ_1.2.05 IQ10 Troubleshooting of technical database issues HEC Standard Services
TO_SIQ_1.2.06 IQ11 Setup backup HEC Standard Services
TO_SIQ_1.2.07 IQ12 Restore backup HEC Standard Services
TO_SIQ_1.2.08 IQ13 Monitor database connection HEC Standard Services Customer must check connection from BW side
TO_SIQ_1.4.00 IQ14 Application
TO_SIQ_1.4.01 IQ15 Create/schedule/restore data archiving requests HEC Excluded Tasks
TO_SIQ_1.4.02 IQ16 Query handling HEC Excluded Tasks
TO_SIQ_1.4.03 IQ17 Installing partner add-ons in backend systems HEC Excluded Tasks
TO_SIQ_1.5.01 IQ18 Server provisioning for the archiving solution serverHEC Optional Services
If partner solution requires extra server; refer to Server Provisioning section in this document for
details
TO_SIQ_1.4.04 IQ19 Installation of archiving partner softwareHEC Excluded Tasks
Customer must make sure, that they hold valid licenses to run the installed software in an
environment such as the SAP HEC
TO_SIQ_1.4.05 IQ20 Configuration of archiving partner software HEC Excluded Tasks
TO_SIQ_1.4.06 IQ21 Managed services for archiving partner software (issue handling) HEC Excluded Tasks
TO_SCC_1.0.00 CC1 X11 - SAP Cloud Connector
TO_SCC_1.0.00 CC2 Installation and Configuration
TO_SCC_1.0.02 CC3 Configuration - Enable outbound connection via LoadBalancer to connect with SAP Cloud Platform
(SCP)HEC Standard Services
TO_SCC_1.0.03 CC4 Configuration - Establish connection to customer's cloud account HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_SCC_1.0.04 CC5 Configuration - On-premise resources (OData services) customer wants to use in SAP Cloud
Platform (SCP)HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_SCC_1.0.05 CC6 Monitoring - SCC service monitoring (Linux / Windows Services )HEC Enhanced Managed Services ("EMS") that can be performed by customer
Can be done in Administrator UI or by executing a manual status check command or via HCP
Administrator Cockpit
TO_SCIDS_1.0.00 SA1 X12 - SAP SCI Data Services Agent
TO_SCC_1.0.00 SA2 Installation and Configuration
TO_SCIDS_1.0.01 SA3 Installation of SAP SCI - DATA Service agentHEC Standard Services
TO_SCIDS_1.0.02 SA4 Configuration - Enable outbound connection via LoadBalancer to connect with SCIHEC Standard Services
TO_SCC_1.0.03 SA5 Configuration - Establish connection to customer's cloud accountHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_SCIDS_1.0.04 SA6 Configuration - Business Backend Preparation steps for SCI consumptionHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_SCC_1.0.05 SA7 Monitoring - SCC service monitoring (Linux / Windows Services )HEC Enhanced Managed Services ("EMS") that can be performed by customer
Can be done in Administrator UI + HCI Administrator Cockpit
TO_SCIDS_1.0.06 SA8 Migrating Data to SCI Tables HEC Excluded Tasks
TO_FIORI_1.0.00 SF1 X13 - SAP FioriTO_SCC_1.0.00 SF2 Installation and Configuration
TO_FIORI_1.0.01 SF3 Installation of application specific packages in respective SAP SystemsHEC Standard Services
Initial setup in HEC; installation of additional Fiori applications require a CR and create
additional service fees
TO_FIORI_1.0.03 SF4 Configuration - Web Dispatcher Fiori App redirects HEC Enhanced Managed Services ("EMS") that can be performed by customer
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Identifier # Task Responsibility Production HEC Remarks Production HEC
TO_FIORI_1.0.04 SF5 Configuration - Application Specific Notes implementation HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_FIORI_1.0.05 SF6 Configuration - HANA XS Engine Web Dispatcher HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_FIORI_1.0.06 SF7 Enable Fiori launchpad including all required connectivity setup
HEC Enhanced Managed Services ("EMS") that can be performed by customer
Limited to one example FIORI app per S/4HANA system according to requested application
type; SAP Standard procedure includes Fiori launchpad enablement for one client per
S/4HANA system
TO_FIORI_1.0.07 SF8 Configuration - FIORI APPs
HEC Excluded Tasks
In some situations HEC might be able to support the customer using a HEC Application
Management service under EMS, however due to the large variety of possible scenarios this
item has been generally excluded from the HEC service; customers should seek assistance via
SAP Consulting
TO_FIORI_1.0.08 SF9 Establish trusted connections from Web Dispatcher to Gateway, backend system (e.g. S/4 HANA)
and HANA XS engine of backend systemHEC Standard Services
TO_WD_1.0.00 WD1 X15 - Web DispatcherTO_WD_1.1.00 WD2 Web Dispatcher operation
TO_WD_1.1.01 WD3 Register/Remove Systems in Web Dispatcher and their options regarding SSL HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_WD_1.1.02 WD4 General memory management definition HEC Standard Services
TO_WD_1.1.03 WD5 General security parameter definition HEC Standard Services
TO_WD_1.1.04 WD6 General Configuration for Support SSL in Parameter File or PSE Maintenance Tool in Admintool
(Handling HTTPS Requests)HEC Standard Services
TO_WD_1.1.05 WD7 Communication with the message server / application server using SSL HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_WD_1.1.06 WD8 Modification of HTTP requests HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_WD_1.1.07 WD9 Setting up error handling HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_WD_1.1.08 WD10 Maintaining the authentication File HEC Standard Services
TO_WD_1.1.09 WD11 Changes in Backend Systems related to Web Dispatcher (HTTPURLLOC) HEC Standard Services
TO_WD_1.1.10 WD12 Log and trace strategy HEC Standard Services
TO_WD_1.1.11 WD13 Encryption policy (protocols, ciphersuites, key length) HEC Standard Services
TO_WD_1.1.12 WD14 Connection counts HEC Standard Services
TO_WD_1.1.13 WD15 Metadata Exchange Using SSL HEC Standard Services
TO_WD_1.1.14 WD16 Definition of port ranges HEC Standard Services
TO_WD_1.1.15 WD17 LoadBalancer configuration for Web Dispatcher HEC Standard Services
TO_WD_1.1.16 WD18 DNS Changes for Web Dispatcher Service HEC Excluded Tasks There are no options to have personalized DNS
TO_LRP_1.0.00 LB1 X16 - LoadBalancer
TO_LRP_1.1.00 LB2 LoadBalancer operation
TO_LRP_1.1.01 LB3 Setup LoadBalancer instance HEC Standard Services
TO_LRP_1.1.02 LB4 Register/Remove Systems in LoadBalancer HEC Standard Services
TO_LRP_1.1.03 LB5 Configure load distribution to application servers HEC Standard Services
TO_LRP_1.1.04 LB6 Provide external IP for Internet facing scenarios HEC Standard Services
TO_LRP_1.1.05 LB7 Configure SSL offloading (Encryption) HEC Standard Services
TO_LRP_1.1.06 LB8 Provide CSR file for certificate requests out of customer domains HEC Standard Services
TO_LRP_1.1.07 LB9 Perform DNS handling for customer own Domain HEC Excluded Tasks
TO_LRP_1.1.08 LB10 Provide X.509 certificate for customer domain to enable SSL HEC Excluded Tasks
TO_LRP_1.1.09 LB11 Provide X.509 certificate for SAP own URL like *.hec.ondemand.com domain HEC Standard Services
TO_LRP_1.1.10 LB12 Install customer X.509 certificate HEC Standard Services
TO_LRP_1.1.11 LB13 Configure Web Application Firewall HEC Standard Services
TO_LRP_1.1.12 LB14 Configure persistence handling HEC Standard Services
TO_LRP_1.1.13 LB15 Reverse Proxy configuration on LoadBalancer HEC Standard Services
TO_LRP_1.1.14 LB16 Configure health checks HEC Standard Services
TO_LRP_1.1.15 LB17 Configure URL/IP based black and white list filtering HEC Standard Services
TO_LRP_1.1.16 LB18 Configure sorry page function HEC Standard Services
TO_LRP_1.1.17 LB19 Configure outgoing connections to Internet HEC Standard Services
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Identifier # Task Responsibility Production HEC Remarks Production HEC
TO_OT_1.0.00 OT1 X17 - OpenText SolutionsTO_OT_1.1.00A OT2 Data archiving and document access: ERP + archive + storage
TO_OT_1.1.00 OT3 ERP part
TO_OT_1.1.01 OT4 Setup connection to archive server HEC Standard Services
TO_OT_1.1.02 OT5 Customizing of archiving solution HEC Excluded Tasks
TO_OT_1.2.00 OT6 Archive server part (content repository)
TO_OT_1.2.01 OT7 Archive server DB installation HEC Standard Services
TO_OT_1.2.02 OT8 Archive server installation HEC Standard Services
TO_OT_1.2.03 OT9 Configuration of the archive storage HEC Standard Services
TO_OT_1.2.04 OT10 Attaching storage to the Archive server HEC Standard Services
TO_OT_1.2.05 OT11 Configuration of the archive server HEC Standard Services
TO_OT_1.6.00 OT12 Migration of existing archives to HEC
TO_OT_1.6.01 OT13 Data migration of archived data of OpenText archive system HEC Excluded Tasks Consulting project required
TO_OT_1.6.02 OT14 Data migration of archived data of NonOpenText archive system HEC Excluded Tasks Consulting project required
TO_OT_1.7.00 OT15 Admin Tasks Archive Server
TO_OT_1.7.01 OT16 Standard backup (storage handling) HEC Standard Services
TO_OT_1.7.02 OT17 Standard monitoring HEC Standard Services
TO_OT_1.7.03 OT18 Administrative tasks (create new archives) HEC Standard Services On customer request
TO_OT_1.8.00 OT19 Archiving: application management
TO_OT_1.8.01 OT20 Authorization concept HEC Excluded Tasks
TO_OT_1.8.02 OT21 Archiving concept HEC Excluded Tasks
TO_OT_1.8.03 OT22 Archiving of data HEC Excluded Tasks
TO_OT_1.8.04 OT23 Deletion of data HEC Excluded Tasks
TO_OT_1.3.00 OT24 Scanning and Pipeline
TO_OT_1.3.01 OT25 Installation on premise (scan client) HEC Excluded Tasks
TO_OT_1.3.02 OT26 Scan Configuration HEC Excluded Tasks
TO_OT_1.3.03 OT27 Pipeline installation on premise HEC Excluded Tasks
TO_OT_1.3.04 OT28 Pipeline configuration on premise HEC Excluded Tasks
TO_OT_1.4.00 OT29 VIM: SAP Component Installation in SAP ERP In case VIM is part of solution scope in HEC
TO_OT_1.4.01 OT30 Add-On installation for VIM HEC Standard Services
TO_OT_1.4.02 OT31 SAP Business Workflow Engine enabling (Basic configuration) HEC Standard Services
TO_OT_1.4.03 OT32 Business Configuration HEC Excluded Tasks RDS available
TO_OT_1.4.04 OT33 ArchiveLink customizing HEC Standard Services
TO_OT_1.5.00 OT34 VIM: Invoice Capture Center (ICC) In case VIM is part of solution scope in HEC
TO_OT_1.5.01 OT35 Installation VIM server HEC Standard Services
TO_OT_1.5.02 OT36 Basic configuration and connectivity HEC Standard Services
TO_OT_1.5.03 OT37 Basic business configuration HEC Excluded Tasks RDS available
TO_OT_1.5.04 OT38 Customer specific enhancements HEC Excluded Tasks
TO_IS_1.0.00 IS1 X18 - SAP Information StewardTO_BC_1.1.00 IS2 Operations
TO_IS_1.1.02 IS3 Adding additional IS job servers for load balancing HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_IS_1.1.03 IS4 User and access management HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_IS_1.1.04 IS5 Create and manage IS application jobs HEC Excluded Tasks
TO_IS_1.1.05 IS6 Executing Information Steward utilities HEC Excluded Tasks
TO_IS_1.1.06 IS7 Data Insight, Metadata, Cleansing Package and Match Review administration HEC Excluded Tasks
TO_IS_1.1.07 IS8 Monitoring of IS application jobs HEC Excluded Tasks
TO_IS_1.1.08 IS9 IS repository and file system backup HEC Standard Services
TO_IS_1.1.09 IS10 IS job server and services monitoring HEC Standard Services
TO_IS_1.1.10 IS11 IS repository management HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_IS_1.1.11 IS12 Troubleshooting issues with IS jobs and utilities (Data Insight, Rule Tasks, Metadata Management,
Data Cleansing)HEC Excluded Tasks
TO_IS_1.1.12 IS13 Execute performance tuning for Data Insight, Data Cleansing, Metadata Management, Metapedia
and Match ReviewHEC Excluded Tasks
TO_PM_1.0.00 PM1 X19 - SAP Policy Management
TO_PM_1.1.00 PM2 TomatosX for Policy Management
TO_PM_1.1.01 PM3 Installation of the solution HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_PM_1.1.02 PM4 Technical configuration (installation post-processing) of installed systems. HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_PM_1.1.03 PM5 Configuration or Integration of TomatosX system with other SAP systems. (TA SM59) HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PM_1.1.04 PM6 Application monitoring with Customer Solution Manager located in HEC HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PM_1.1.05 PM7 Application configuration (post-installation configuration) of installed systems HEC Excluded Tasks
TO_PM_1.1.06 PM8 Application troubleshooting HEC Excluded Tasks
TO_PM_2.1.00 PM9 MSG.PM designer & CAIMAN for Policy Management
TO_PM_2.1.01 PM10 Installation of the solution HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer MSG.PM designer and CAIMAN can only be installed on the windows platform
TO_PM_2.1.02 PM11 Technical configuration (installation post-processing) of installed systems. HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
BASIC_1.8.05 PM12 Integration of system with other systems and applications HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PM_1.1.04 PM13 Application monitoring with Customer Solution Manager located in HEC HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_PM_2.1.05 PM14 Application configuration (post-installation configuration) of installed systems HEC Excluded Tasks
TO_PM_2.1.06 PM15 Application troubleshooting HEC Excluded Tasks
TO_PM_2.1.07 PM16 Installation of additional client tools HEC Excluded Tasks
TO_PM_3.1.0 PM17 Security Management
BASIC_1.2.18 PM18 Administration of customer users (e.g. user creation, change, deletion, maintenance of user
profiles, roles, authorizations, master data and passwords)HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_CEL_1.0.00 CL1 X20 - Celonis CPMTO_CEL_1.1.00 CL2 Celonis CPM
TO_CEL_1.1.01 CL3 Configure SSLHEC Standard Services
Customer is responsible for get from CA the required Certificate and provide to HEC Service
TO_CEL_1.1.02 CL4 Creation Java Keystore HEC Standard Services
TO_CEL_1.1.03 CL5 Configuring authorized SQL queries HEC Excluded Tasks HEC will update the respective file on OS Level
This section represents an extension of the HEC standard service as described in the HEC Roles & Responsibilities. It applies only to customers using SAP Policy Management in HEC in
combination with the full managed service including the components pm.msg and TomatosX.
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Identifier # Task Responsibility Production HEC Remarks Production HEC
TO_CEL_1.1.04 CL6 Configure audit parameters and password rules HEC Standard Services
TO_CEL_1.1.05 CL7 Request logging trace for user HEC Standard Services
TO_CEL_1.1.06 CL8 Transport Export/Import HEC Excluded Tasks
TO_CEL_1.1.07 CL9 General Administration of users, groups and authorizations HEC Excluded Tasks
TO_CEL_1.1.08 CL10 Change system settings on application side HEC Excluded Tasks
TO_CEL_1.1.09 CL11 Backup/Restore H2 Database HEC Standard Services
TO_CEL_1.0.00 ID1 X21 - SAP Identity Management IDMTO_IDM_1.0.01 ID2 Assist customer with IDM related tasks that require access to operating system HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_FC_1.0.00 FC1 X22 - SAP Financial Consolidation (FC)
TO_FC_1.1.00 FC2 Administration of Data Sources
TO_FC_1.1.01 FC3 Starting/Stopping/Setting Administrator Password and activity views for DatasourcesHEC Standard Services
TO_FC_1.1.02 FC4 Adding WebservicesHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_FC_1.1.03 FC5 Adding Application Server/WebserverHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_FC_1.1.04 FC6 Migrating and filtering data sourceHEC Excluded Tasks
TO_FC_1.1.05 FC7 Installing software configurationHEC Excluded Tasks
TO_FC_1.1.06 FC8 Sending/Broadcasting messages to End-usersHEC Excluded Tasks
TO_FC_1.1.07 FC9 Defining log configuration for application serversHEC Excluded Tasks
TO_FC_1.1.08 FC10 Defining commands available for machines and instancesHEC Excluded Tasks
TO_FC_1.1.09 FC11 Activation/Deactivation Machine in the FC Admin consoleHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_FC_1.1.10 FC12 Starting/Stopping Instances in the FC Admin consoleHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_FC_1.1.11 FC13 Creating scheduled tasks for starting and stopping serversHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_FC_1.1.12 FC14 Create Data Source(s)HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_FC_1.1.13 FC15 Create FC transport folderHEC Standard Services
TO_FC_1.1.14 FC16 Restart FC platform periodicallyHEC Standard Services
TO_FC_1.2.00 FC17 Monitoring
TO_FC_1.2.04 FC18 Monitoring one FC application URL per SIDHEC Standard Services
Limited to one URL per SID. Customer needs to provide URL to be monitored.
TO_FC_1.2.03 FC19 Monitoring of further FC application URLsHEC Enhanced Managed Services ("EMS") that can be performed by customer
Customer needs to provide URL to be monitored.
TO_FC_1.3.00 FC20 Administration of HANA Databases
TO_FC_1.3.01 FC21 Prerequisites for creating SAP HANA Modeling Views with Cube DesignerHEC Excluded Tasks
Customer require access to HANA Studio and require HANA Customer Administration
authorization
TO_FC_1.3.02 FC22 Deleting rights created during Cube DeploymentsHEC Excluded Tasks
Customer require access to HANA Studio and require HANA Customer Administration
authorization
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Identifier # Task Responsibility Production HEC Remarks Production HEC
TO_FC_1.4.00 FC23 Configuring SAP Financial Consolidation Web Site
TO_FC_1.4.01 FC24 Reconnecting AutomaticallyHEC Standard Services
TO_FC_1.4.02 FC25 Activating the SAP Financial Consolidation Web Technical LogHEC Standard Services
TO_FC_1.4.03 FC26 Supporting long-term HTTP sessions with firewallsHEC Standard Services
TO_FC_1.4.04 FC27 Publishing documents via a URLHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_FC_1.4.05 FC28 Configuring HTTPSHEC Standard Services
TO_FC_1.4.06 FC29 Customizing the SAP Financial Consolidation Web Site Home pageHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_FC_1.5.00 FC30 Configuring SAP Financial Consolidation Web HTML5 Site
TO_FC_1.5.01 FC31 Configuring/Customizing SAP Financial Consolidation Web HTML5 site advanced settingsHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_FC_1.6.00 FC32 Archiving Tool
TO_FC_1.6.01 FC33 Installing and accessing the Archiving ToolHEC Standard Services
TO_FC_1.6.02 FC34 Execute archiving processHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Just possible using AMS/SAP Consulting because require access to OS Level.
TO_FC_1.8.00 FC35 Installing and Configuring the SAP NetWeaver BW Server to
deploy Infocubes with SAP Financial Consolidation Cube
Designer
TO_FC_1.8.01 FC36 Installing the FPM Basis component on the SAP NetWeaver BW serverHEC Standard Services
TO_FC_1.8.02 FC37 Creating BW NetWeaver Roles to deploy Infocubes with Cube DesignerHEC Excluded Tasks
TO_FC_1.8.03 FC38 Installing SAP EPM Solutions Connection Manager on the
BOE platform HEC Standard Services
TO_FC_1.8.04 FC39 Configuring the Central Management Console for SAP Cube DesignerHEC Excluded Tasks
TO_FC_1.8.05 FC40 Configuring the Central Management Server for a distributed installationHEC Excluded Tasks
TO_FC_1.8.06 FC41 Configuring reverse proxyHEC Standard Services
TO_FC_1.8.07 FC42 Creating an EPM Connection for SAP Financial Consolidation with NetWeaver BW Cubes or SAP
PCM or SAP SSM or SAP HANAHEC Excluded Tasks
TO_FC_1.9.00 FC43 Financial Information Management
TO_FC_1.9.01 FC44 Configuring the number of lines in a Flat File Preview HEC Standard Services
TO_FC_1.9.02 FC45 Configuring Time-out ParametersHEC Standard Services
TO_MP_1.0.0 MP1 X23 - SAP Mobile Platform (SMP)
TO_MP_1.1.00 MP2 Implementation
TO_MP_1.1.01 MP3 Installation of SMP Application Node(s) - Greenfield HEC Standard Services
TO_MP_1.1.02 MP4 Installation of Additional SMP Application Node(s) - Brownfield HEC Optional Services
TO_MP_1.1.03 MP5 Connection to backend System HEC Standard Services
TO_MP_1.1.04 MP6 Securing Application Platform HEC Excluded Tasks
TO_MP_1.1.05 MP7 Updating DB connection settings including DB connection passwords HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_MP_1.2.00 MP8 Operations
TO_MP_1.2.01
MP9 SMP Mobile/Agentry/Application Administration
-Deploying Application
-deleting Applications
-Managing and Monitoring Application
-Provisioning Application
HEC Excluded Tasks
TO_MP_1.2.02 MP10 Starting / Stopping SMP Application Server HEC Standard Services
TO_MP_1.2.03 MP11 SMP Server availability and monitoring HEC Standard Services
TO_MP_1.2.04 MP12 Monitoring heap memory HEC Excluded Tasks
TO_CR_1.1.00 CR1 X24 - Capture and Replay
TO_CR_1.1.01 CR2 Prepare capture in source system HEC Standard Services Import Delivery units, setup users and roles
TO_CR_1.1.02
CR3
Start captureHEC Enhanced Managed Services ("EMS") that can be performed by customer
Customer must ensure sufficient capacity to store capture of workload; capacity extension
requires change request (CR)
TO_CR_1.1.03 CR4 Setup replay in target system HEC Standard Services Import Delivery units, setup users and roles
TO_CR_1.1.04 CR5 Configure replayer service HEC Standard Services Configure replayer service
TO_CR_1.1.05 CR6 Preprocess and replay in target system HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_BP_1.1.00 BP1 X25 - BPA by RedwoodTO_BP_1.1.01 BP2 Technical installation HEC Standard Services
TO_BP_1.1.03 BP3 License deployment HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_BP_1.1.04
BP4
Creating roles & assignment of administrative privileges to a user, via a role or group, in UMEHEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_BP_1.1.05 BP5 Connect the central SAP BPA server system to remote systems within HEC HEC Enhanced Managed Services ("EMS") that can be performed by customer
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Technical Operations sap-hec-for-production-service-description-catalog-v36-1-english-master.xlsx
Identifier # Task Responsibility Production HEC Remarks Production HEC
TO_BP_1.1.07 BP6 Monitoring of central BPA system HEC Standard Services
TO_BP_1.1.08 BP7 Job monitoring HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_BP_1.1.09 BP8 User and role management HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_BP_1.1.12 BP9 Initial job scheduling Setup HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_BP_1.1.13 BP10 Modification of scheduling setup HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_BP_1.1.14 BP11 Re-Scheduling of jobs to remote system HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_BP_1.1.15 BP12 Defining monitoring framework for jobs triggered via SAP BPA HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_CA_1.1.00 CA1 X26 - Business Objects Cloud AgentTO_CA_1.1.01 CA2 Install Tomcat HEC Standard Services Install tomcat server in directory as mentioned in deployment Document/Help Document
TO_CA_1.1.02 CA3 Install JVM Package HEC Standard Services Install JVM as per requirements of BO cloud agent and change environment variable
TO_CA_1.1.03 CA4 Deploy C4Agent.war HEC Standard Services Deploy the BO Cloud agent war file with tomcat server
TO_CA_1.1.04 CA5 Configure connection with HANA Cloud Connector installed in HEC HEC Standard Services
TO_CA_1.1.05 CA6 Configure connection with other systems HEC Enhanced Managed Services ("EMS") that can be performed by customer Backend systems, SAP Business Objects systems
TO_AFA_1.0.00 AF1 X27 - SAP HANA - Accelerator for SAP ASE (AFA)TO_AFA_1.1.00 AF2 Operational Setup
TO_AFA_1.1.01 AF3 Installing Accelerator for SAP ASE PackageHEC Standard Services
HANA - AFA package is installed on the SAP HANA DB node
TO_AFA_1.1.02 AF4 Adding Accelerator for ASE HostHEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Adding Accelerator for ASE host. For multi-tenant setups, AFA nodes are added exclusively to
each tenant DB
TO_AFA_1.1.03 AF5 Install and configure SAP Replication Server
HEC Standard Services
SAP Replication server is required when data is replicated from existing SAP ASE OLTP
source server to SAP HANA target server. Depending on SAP ASE OLTP server installed
location i.e. on on-premise or HEC landscape, replication server can be installed as managed
server.
TO_AFA_1.1.04 AF6 Authorization - SetupHEC Standard Services
Activate accelerator for ASE roles, privileges and object access for monitoring and operations.
Provision HEC specific user and roles.
TO_AFA_1.1.05 AF7 Enable Pushdown Optimization HEC Standard Services AFA pushdown optimization is enabled on AFA nodes
TO_AFA_1.1.06 AF8 Import Delivery UnitsHEC Standard Services
Import of AFA Delivery units in HANA multi-container scenarios. This task is required only in
MDC setup.
TO_AFA_1.1.07 AF9 Multitenant SetupHEC Standard Services
Configure and setup AFA nodes for each tenant DB including, service initialization, cockpit
access, delivery units and verification.
TO_AFA_1.1.08 AF10 Configure HTTP Access for Multi Database Containers (MDC)
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
Configure HTTP Access for Multitenant Database Containers for HANA Cockpit Access and
monitoring. Note: This task is not required if HTTP Access is already configured for existing
MDC setup.
TO_AFA_1.1.09 AF11 High availability setup and configuration
HEC Optional Services
High Availability setup and configuration involving single or multi-tenant DB setups including ETS
group setup; only if standby nodes are part of the contractual landscape design.
TO_AFA_1.2.00 AF12 Other Services
TO_AFA_1.1.01 AF13 Pushdown Analysis Tool SetupHEC Enhanced Managed Services ("EMS") that can be performed by customer
Simulation tool to evaluate pushdown optimization. This is carried out prior to AFA Deployment.
TO_AFA_1.1.02 AF14 Data Replication for Accelerated Reporting
HEC Excluded Tasks
Setup ASE OLTP data replication to HANA DB. Identify and setup DB objects to be replicated.
TO_AFA_1.1.03 AF15 Monitor Accelerator for ASE Pushdown StatementsHEC Excluded Tasks
Monitoring Accelerator for ASE objects including pushdown statements using HANA Cockpits
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Technical Operations sap-hec-for-production-service-description-catalog-v36-1-english-master.xlsx
Identifier # Task Responsibility Production HEC Remarks Production HEC
TO_GK_1.0.00 GK1 X28 - GK SoftwareTO_GK_1.1.00 GK1 Setup and configuration
TO_GK_1.1.01 GK2 Setup and manage GK Software directories HEC Standard Services
TO_GK_1.1.02 GK3 Create directory for master data file upload (if not already available) HEC Standard Services
TO_GK_1.1.03 GK4 Assist in copying various files related to GK software configuration to file system directoriesHEC Standard Services
TO_GK_1.1.04 GK5 Setup of dynamic takeovers in the structures HEC Excluded Tasks
TO_GK_1.1.05 GK6 Setup of structure level overwrites HEC Excluded Tasks
TO_GK_1.1.06 GK7 Setup NetWeaver Config tool directory structure HEC Standard Services
TO_GK_1.1.07 GK8 Change language after installation HEC Standard Services
TO_GK_1.1.08 GK9 Setup system level overwrite (system types) HEC Excluded Tasks
TO_GK_1.1.09 GK10 Configure customer specific organizational structure HEC Excluded Tasks
TO_GK_1.1.10 GK11 Configure basic Store Manager node HEC Standard Services
TO_GK_1.1.11 GK12 Install store templates HEC Excluded Tasks HEC to provide share to copy files on to the OS level
TO_GK_1.1.12 GK13 Import of store templates into Store Manager HEC Excluded Tasks
TO_GK_1.1.13 GK14 Assign template to the main Store Manager structure HEC Excluded Tasks
TO_GK_1.1.14 GK15 Import config into Hybrid Infoserver HEC Excluded Tasks
TO_GK_1.1.15 GK16 Configure HANA JDBC datasource connection pooling HEC Standard Services
TO_GK_1.1.16 GK17 Deploy EPA files into SAP NetWeaver Portal HEC Standard Services
TO_GK_1.1.17 GK18 Create customer store structure HEC Excluded Tasks
TO_GK_1.1.18 GK19 Configure GK Store Manager HEC Excluded Tasks
TO_GK_1.1.19 GK20 Import Global Configuration for Store Manager (data container) HEC Excluded Tasks
TO_GK_1.1.20 GK21 Configure GK Software Store Manager for stores or country level overrides HEC Excluded Tasks Example: configuration of the POS Server it points to or LPS
TO_GK_1.1.21 GK22 Import master data HEC Excluded Tasks
TO_GK_1.1.22 GK23 Configure GK ECON for Data import (defining the xml file for IDoc imports) HEC Excluded Tasks
TO_GK_1.1.23 GK24 Create and customize Reference Store (countries, district, stores) HEC Excluded Tasks
TO_GK_1.1.24 GK25 Create SAP NetWeaver datasource HEC Enhanced Managed Services ("EMS") that can be performed by customer
TO_GK_1.1.25 GK26 Configure and assign data containers (Taxes, work groups, reasons of transactions etc.) HEC Excluded Tasks
TO_GK_1.1.26 GK27 Configure SDC data containers (assign variants etc.) HEC Excluded Tasks
TO_GK_1.1.27 GK28 Import templates and activation manually (e.g. EC config template, heartbeat monitor) HEC Excluded Tasks
TO_GK_1.1.28 GK29 Configure reference customer organizational structure (during installation)HEC Standard Services
Only the basic structure as per the setup procedures. The detailed functional structures is
Customer / Project team responsibility.
TO_GK_1.2.00 GK30 Operations
TO_GK_1.2.01 GK31 Assist customers with tasks in their area of responsibility, if OS access is required
HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
In cases where the execution of tasks requires activities to be performed within the OS level
and for which the customer is responsible according to this document. Customers and GK
implementation partners will not get OS access to managed servers within HEC. The HEC
Service provider will support the customer, e.g. by taking over the tasks or by providing other
methods to execute tasks. This line item only applies to infrequent/occasional assistance;
projects requiring regular, longer and more general OS access for implementation,
development and support cannot be supported via this line item. EMS effort is calculated per
server.
TO_GK_1.2.02 GK32 Configure Application level JDBC Datasources
HEC Enhanced Managed Services ("EMS") that can be performed by customer
Each central application on SAP NetWeaver must be linked to a database by a datasource
entry. This entry has to be set via NetWeaver Administrator one time per application and must
be available before the first launch of the related application.
TO_GK_1.2.03 GK33 Modification of HTTP requests HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer
TO_GK_1.2.04 GK34 Change application server parameters after handover HEC Enhanced Managed Services ("EMS") that can be performed by customer Modifying standard settings to changing customer requirements
TO_GK_1.2.05 GK35 Manage communication with the message server / application server using SSL HEC Standard Services
TO_GK_1.2.06 GK36 Definition of port ranges HEC Standard Services
TO_GK_1.2.07 GK37 GK Host Configuration via Portal Administration HEC Standard Services
TO_GK_1.2.08 GK38 Update by CDPL tool (Central Deployment update for Store components) HEC Excluded Tasks
TO_GK_1.2.09 GK39 Rebuild client HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer OS access required to run the scripts
TO_GK_1.2.10 GK40 GK Software user management HEC Excluded Tasks
TO_GK_1.2.11 GK41 Map GK software users to SAP NetWeaver user management HEC Excluded Tasks
TO_GK_1.2.12 GK42 Backup and Restore - standard HANA & NW HEC Standard Services
TO_GK_1.2.13 GK43 Backup and Restore - sync after DB restore HEC Excluded Tasks
TO_GK_1.2.14 GK44 Synchronization of master data after database recovery HEC Excluded Tasks
TO_GK_1.2.15 GK45 Clean up obsolete content data and templates HEC Excluded Tasks
TO_GK_1.2.16 GK46 Define and implement log and trace strategy HEC Standard Services
TO_GK_1.2.17 GK47 Monitor basic technical functions using HEC monitoring environment HEC Standard Services
TO_GK_1.2.18 GK48 Monitor GK application using Enterprise Cockpit HEC Excluded Tasks
TO_GK_1.2.19 GK49 GK Business Process Monitoring HEC Excluded Tasks
TO_GK_1.2.20 GK50 Monitoring solution performance (node level performance using GK Performance Monitor) HEC Excluded Tasks HEC to support copying the files into working directories
TO_GK_1.2.21 GK51 Analyze database using GK_PMON, GK_STATS HEC Excluded Tasks
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