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SAP ECC 6.0 & CRM 2007; Service Categories
Comfort Sizing Area
•
Generous measured CPU resources by 2-Processor Quad
CoreTechnology
•
Easy scalable by increasing the memory in the servers
•
For high availability requirements cluster & SAN storage
recommended
•
In the majority of cases user based sizing
•
HP services recommended (for those countries where SAP
TS Services are available)
HP
Deliverables
Service
Support
Service Window: 24 x 7
Plus 24
Onsite Hardware Support
Software Support
Software Updates
Escalationmanagement
HW 4h react
SW 4h react
Availability
98,5%
© 2008 Hewlett-Packard GmbH (SAPCC Germany)
16
12/17/2008
The information contained herein is subject to change without notice
Advandced Sizing Area
Contact SAP CC!
High availability – cluster & SAN mandatory
•
•
Quantity / special sizing recommended
•
Desaster tolerance to be discussed
•
HP services mandatory (for those countries where
SAP TS Services are available)
HP
Deliverables
Service
Proactive
SAP trained Account Support Team
24
-
Account Support Plan
-
Support Activity Reviews
-
Review Meetings
Proactive
-
Patch assistance for OS and Storage FW
-
Patch assistance for database and SAP
software
- Quarterly Trend analysis & report
- Capacity planning
Reactive
-
Single point of contact
-
Accelerated HP-SAP troubleshootng and
escalation process
-
Remote access via SAP/OSS infrastructure
-
SAP internal information access
Onsite Hardware Support
Software Support
Software Updates
Escalationmanagement
HW 4h react
SW 2h react
Availability
99,5%
Detailed customer consulting mandatory
•
•
High availability – cluster & SAN mandatory
•
Quantity / special sizing mandatory
•
Desaster tolerance recommended / mandatory
•
HP services mandatory (for those countries where
SAP TS Services are available)
HP
Service
Critical
Service
Availability
Directory
Applications
Expert Sizing Area
Contact SAP CC !
Deliverables
SAP trained Account Support Team
-
Account Support Plan
-
Support Activity Reviews
-
Review Meetings
Proactive
-
Availability Checkup
-
Availability Healthcheck
-
Quarterly Activity reviews
-
HW preventative maintenance
-
Patch assistance for OS and Storage FW
- Patch assistance for database and SAP
software
- Monthly Trend analysis & report
- Capacity planning
Reactive
-
Single point of contact
-
Accelerated HP-SAP troubleshootng and
escalation process
-
Enhanced Parts Inventory
-
Remote access via SAP/OSS infrastructure
-
SAP internal information access
Onsite Hardware Support
Software Support
Software Updates
Escalationmanagement
HW 4h Call to Repair
SW react at once
99,9%
Technology
Solutions
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