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SAP HANA Enterprise Cloud

Project Cloud - Roles & Responsibilities

version, January 2018

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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 (Project)

SAP Confidential Information

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Technical Operations sap-hec-for-project-service-description-catalog-v17-1-english-master.xlsx

Identifier # Task D Responsibility Project HEC Remarks Project 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.


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


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


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) not offered

SM_1.6.03 SM21 Personnel qualification and training as mandatory requirement for administrator access to

regulated industries systemsnot offered

SM_1.6.04 SM22 Onboarding / system setup with additional Installation Qualification not offered

SM_1.6.05 SM23 Process Services

SM_1.6.06 SM24 Documents and records management for regulated industries not offered

SM_1.6.07 SM25 Change & Configuration Management for regulated industries not offered

SM_1.6.08 SM26 Problem Management for regulated industries not offered

SM_1.6.09 SM27 Audits and Periodic Review not offered

SM_1.6.10 SM28 System Decommissioning for regulated industries not offered

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

INFRA_1.2.03 IM6 Separation of systems in HEC customer landscape into more than one network segment not offered

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

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



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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.


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 not offered

INFRA_1.6.00 IM21 Operating System

INFRA_1.6.01 IM22 Create and maintain OS users and groups HEC 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)

not offered

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 failures HEC 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



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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

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 Excluded Tasks

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


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

not offered

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.



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HANA_1.1.24 SH32 Implement SAP HANA database encryption on SAP HANA database already installed in HECnot offered

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 not offered

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


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 Enhanced Managed Services ("EMS") that cannot be performed by the customer Backups are performed using HANA Studio

TO_HANA_EIM_1.1.02 SH62 EIM - Replication task backup HEC Enhanced Managed Services ("EMS") that cannot be performed by the customer 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




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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_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


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 Enhanced Managed Services ("EMS") that cannot be performed by the customer

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


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_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


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



excluding SAP HANA and Sybase IQ which are described in the respective sections




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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


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


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


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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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


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


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


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


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


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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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.)


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)


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


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


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


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


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


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/4HANAnot offered

BASIC_1.7.00 OP62 Proactive services

BASIC_1.7.02 OP63 Prepare SAP service sessions session by maintaining RTCCTOOLnot offered

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)

not offered



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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)

not offered

BASIC_1.12.00 OP66 System performance management

BASIC_1.12.01 OP67 Initial assessment of system performance issues

not offered

TO_NWABAP_1.1.14 OP68 Troubleshoot SAP system performance issues (technical root causes within HEC service scope)

not offered

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


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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BASIC_1.9.00 OP79 Disaster Recovery

BASIC_1.9.01 OP80 Implement disaster recovery setup according to architecture blueprint and contractual

specificationsnot offered

BASIC_1.9.02 OP81 Develop disaster recovery procedures (data center and tech system infrastructure only)not offered

BASIC_1.9.03 OP82 Ongoing management of disaster recovery architecture: monitoring of data replication to

secondary site including troubleshootingnot offered

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 not offered

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.)not offered

BASIC_1.9.06 OP85 Execute disaster recovery tests (data center and technical system infrastructure only)

not offered

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)

not offered

BASIC_1.9.07 OP87 Execution of productive failover in case of an officially declared disaster

not offered

BASIC_1.9.08 OP88 Execute disaster recovery tests (application layer, customer infrastructure, interfaces,

organizational measures etc.)not offered

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

not offered

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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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


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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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


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


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 not offered 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. not offered

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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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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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 Enhanced Managed Services ("EMS") that can be performed by customer

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


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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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 can be performed by 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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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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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


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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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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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

Requires actions at OS Level

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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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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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


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)


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


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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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 directories HEC 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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