SAP Server Support Services

Below are the services that SUPPLIER will support to BUSINESS for SAP Unison & Heras landscape.

Task Description SUPPLIER BUSINESS
SAP Application Monitoring Proactive monitoring of the SAP instance, System Availability and related interfaces
Define application specific requirements for remote control monitoring, backup/recovery and maintenance tools Maintain remote control monitoring tools
Monitoring of critical application Services/processes
Monitor Specific Application related resource utilization.
Report Application related resource utilization
Application Specific Monitoring of available disk space (ex. Application DB, Print Spools, dumps, traces, audit)
Check that all systems are up.
Check that all application servers are up.
Check work processes status
Check SAP Backup Status
Monitoring RFC connections
Monitoring SAP System wide work process
Manage SAP Work Processes
Monitor SAP Load Balancing
Monitor SAP System Log
Monitor SAP Batch Job Status
Check for SAP Spool Process
Check ABAP dump and analysis
Monitor percentage utilization verification for SAP servers (CPU Utilization Check)
Monitor SAP Work Load Analysis (Performance Analysis)
Monitor SAP Buffer Statistics
SAP Application Monitoring Perform SAP Database Performance Analysis
SAP Table space Monitor
Check OSS link connectivity
Monitor Regularly Scheduled Jobs
Check files system for adequate space
Check for Batch Jobs Running or Scheduled
Check for Active Processes on All Systems
Check Database Error Logs
Monitor Printer Setup for changes \ errors
Monitor Spool request deletion
Check for available SAP patches
Monitor violation of SAP security policy
Monitoring and redefining the Alert threshold
SAP Application Monitoring Assign an Instance Definition to an Operation Mode
Check file system for adequate space
Verify Database Consistency
Run Update Statistics
Monitor Printer Setup for changes \ errors
Perform SAP Performance Tuning and Maintenance
Monitor file system usage
Check for Operating System Alert
Check Application Available Space in Database
Manage SAP remote connections (OSS)
Define/Maintain customization Manage logon load balancing
Manage operation modes
Profile Parameter Changes Manage start up, instance and default profiles
Manage Database parameter profile changes
Application Administration Manage System change options / Client options
Manage SAP Central-, Database- and Dialog instance installation and technical configuration
Managing SAP GUI
Manage Add-On installation/configuration (sapcomm, sapconnect, Business-connector etc..)
SAP Client Administration Manage Client Copies
Manage Client Transports
SAP Application Monitoring Assign an Instance Definition to an Operation Mode
Verify Database Consistency
Run Update Statistics
Check Application Available Space in Database
Manage SAP remote connections (OSS)
Define/Maintain customization Manage logon load balancing
Capacity Management & Performance Management
Manage operation modes
Profile Parameter Changes Manage start up, instance and default profiles
Manage Database parameter profile changes
Application Administration Manage System change options / Client options
Manage SAP Central-, Database- and Dialog instance installation and technical configuration
Managing SAP GUI
Installing additional printers
Manage Add-On installation/configuration (sapcomm, sapconnect, Business-connector etc..)
SAP Client Administration Manage Client Copies
Manage Client Transports
SAP Client Administration Client transports
Client copies
Manage Client Creation/Deletion
Manage Client Import/Export
Application Administration Manage DB/central instance
Manage SAP Application servers
Manage SAP Router
Manage OS Collector Process
Send System Messages
Application Administration: OSS Connections Manage System Definitions
Manage Open/Close Connections
Manage User Definitions
Manage Messages to/from SAP
Manage Object/developer keys
Creating / Maintaining OSS accounts for Clients
Request for applying OSS notes from applications team
Reviewing the impact of OSS notes in detail for any issues whenever OSS notes are applied
Follow-up with OSS for messages related to functional areas
Applying OSS notes upon approval from Clients applications team
SAP Application Transport Administration Establish Transport routes
Manage & Execute Transport requests
Communicate to the respective owners in case of execution or method errors
SAP Support Pack Administration Reviewing the support packs in detail for any issues whenever support pack upgrade is planned
SAP Support Pack Administration Coordinate the support pack upgrade process after approval
Apply support pack in SAP landscape as per the sequence specified
Coordinate with SAP in case of bugs with support pack
Storage Management for SAP Applications Perform storage capacity management related to the application
Output Management Define print queues on request,
Install application required printer drivers
Manage print spools and spool processes
Define printer drivers
Register a printer
Define a Request Group
SAP Backup Management Define and provide specific application related Backup and Recovery procedures
Initially install and configure application related backup/recovery agents, add-ons and plug ins
Maintain and update/upgrade backup/recovery to BUSINESS
Create/configure/execute application specific backup jobs (ex. SAPDB)
Provide planning data for tape provisioning related to the specific application backup requirements
Monitor daily application specific Backups
System refresh/copy from production to non-production (QAS) system twice a year from backup requested by BUSINESS
SAP Application Rebuild/Restore Execute application specific restore requests (ex. Perform scratch and rebuild of application instances for test & development) excluding SAP Disaster recovery
Integrate application specific requirements in the recovery procedures
Batch Scheduling Management Define New job scheduling and monitoring using application specific scheduling features
Define, maintain and monitor application housekeeping jobs
Define, maintain and monitor application end-user jobs
Define, maintain and monitor Batch Input Sessions
Rescheduling Jobs
Maintenance & Housekeeping Maintain application components including small tools required for diverse tasks like CIFS, RSYNC, WGET, FTP, SSH) (if applicable)
Maintain the backbone infrastructure for application authentication/identification/ address resolution (ex. LDAP)
Incident Management/Error Corrections
Problem Management/Fault Analysis
Service Request Management
License Utilization Management
Maintain updated Documentation/KEDB/SOP’s
Daily/Weekly/Monthly Reports as per defined and agreed formats with BUSINESS
Release Management Planning of new releases
Configuration Management Identify necessary application and related system software pack upgrades and fixes
Create application system documentation and keep it updated
Instance Management Starting / bringing down the SAP Instance as per request from clients
Starting / bringing down the database as per request from Clients
Sending SAP System message as per requirement
SAP Staging System refresh as per request from Clients
SAP Quality System refresh as per request from Clients
Building and Configuration new application instances
Business Continuity Management Provide BUSINESS an Application disaster recovery plan
Rebuild the application in case of disaster