SAP Basis Support Services

SUPPLIER is to provide BUSINESS with a SAP Basis team which is able to perform various activities. These activities may be split between onshore and offshore as mutually agreed between SUPPLIER and BUSINESS. It should however be noted that a prominent onshore contingent will be required. Changes to the split of onsite and offshore resourcing will have commercial implications and will be handled through change control.

The agreed basis support tasks in Steady state are listed below.

The services that need to be included in fixed SLA costs per system, for Basis support includes:

SAP Basis Services
Included in Fixed cost
Excluded from Fixed cost
Operate and Maintain
  • Check OS errors and alerts
    x
  • Check communication to and between SAP servers
    x
  • Check backups of all SAP servers
    x
  • Check print spooler on SAP servers
    x
  • Check SAP Global Alert Monitor
    x
  • Database DB2 security administration (including_security_patches)
    x
  • Check if SAP routers are active
    x
  • Open and Close OSS links
    x
  • Check that OS collectors are running
    x
  • Check SAP license on SAP servers
    x
  • Check periodic jobs on SAP servers
    x
  • Transport on SAP servers
    x
  • Check disk space on all SAP servers
    x
  • Check SAP server’s system log
    x
  • Check update records
    x
  • One full DR exercise per year to QAS or DR servers
    x
  • Bi-annually QA refreshes
    x
  • Set up Workbench Organizer and Transport System
    x
  • Update Kernel Patches
    x
  • Assist with server related maintenance
    x
  • Applying SAP Notes and support packs
    x
  • SAP and Data Base Upgrades
    x
    x
  • Check communication to OSS servers
    x
Analysis and Resolve
  • External links problem solving
    x
  • Advise on DRP
    x
  • Restores due to Hardware Failure
    x
  • Monitor performance of SAP servers
    x
  • Database tuning
    x
  • Proactive monitoring, consulting to business and reporting of Red alerts, patches and performance levels, DB growth, EW report evaluation and implementation
    x
  • Troubleshooting of Basis Problems for included services
    x
  • Abnormal termination problem solving
    x
Changes and
Enhancements
  • SAP Installations
    x
  • Creating New Clients
    x
  • ECC Client Copies and Remove
    x
  • Applying SAP Hot, Security, Legal Change Patches and Support pack upgrades
    x
  • EHP Upgrades
    x
    x
  • User requested Restores, beyond SAP refreshes
    x
    x