1、SCCLOT 3 Software SaaSSAP Carbon ImpactLOT 1 - Software (SaaS) Services SAP Carbon ImpactSCC 2ContentsService Definition 4An overview of the G-Cloud Service .4Key Service Attributes 4Information assurance .5Details of the level of backup/restore and disaster recovery that will be provided5On-boardin
2、g and Off-boarding processes/scope etc6Pricing (including unit prices, volume discounts (if any), data extraction etc.) .11Service management details12Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) .13Service
3、Levels (e.g. performance, availability, support hours, severity definitions etc.)14Financial recompense model for not meeting service levels .17Training.17Ordering and invoicing process .17Termination terms .18By consumers (i.e. consumption)18By the Supplier (removal of the G-Cloud Service)18Data re
4、storation / service migration 18Consumer responsibilities.18Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.)19Details of any trial service available.19Data Extraction20LOT 1 - Software (SaaS) Services
5、SAP Carbon ImpactSCC 3Service DefinitionThis is the minimum set of information that is expected in a service definition (suppliers may choose not to provide these aspects of a service, but do need to be clear in their service definition that they dont).An overview of the G-Cloud Service (functional,
6、 non functional)Sustainability and environmental protection are becoming increasingly important for companies, and not just so they can claim to be “green” in their marketing material, but also because they need to meet legal requirements.The SAP Carbon Impact on-demand solution helps your global or
7、ganization accurately measure, mitigate, and monitor greenhouse gas emissions and other environmental impacts, such as solid waste and water. Manage your sustainability projects across internal operations and the supply chain. Across your organization you can cost-effectively: assess your total carb
8、on emissions inventory across all scopes prioritize and manage a portfolio of abatement projects provide transparency into your sustainability initiativesPlease find additional details around the Carbon Impact Service at http:/ Key Service AttributesService Name SAP Carbon Impact OnDemandService Lay
9、er SaaSCloud Deployment Model Private and/or PublicNetworks to which the service is connected (directly)?InternetAPI access available, documented and supported?YesServices available to other suppliers so they can use them to provide services to YesLOT 1 - Software (SaaS) Services SAP Carbon ImpactSC
10、C 4government?Data centre tier? EC2Minimum Contract/Billing Period? YearFree option? NoTrial Option? YesSAP currently offers a 90-day paid trial for SAP Carbon Impact OnDemand. There are no limitations in the usage of the product for the trial period.Information assurance Impact Level (IL) at which
11、the G-Cloud Service is accredited to hold and process informationThe Amazon data centre, processes and environment are certified to the SAS70 Type II standard. This certification has to be regularly confirmed through an independent audit. In order to control the correct and appropriate operations of
12、 Amazon AWS, SAP regularly (max. twice per year) reviews the latest third-party reports.Target Level is IL3Details of the level of backup/restore and disaster recovery that will be providedSAP ensures the security of server and network infrastructure built on the Amazon IaaS. The implemented technic
13、al measures include: Backup and redundancies where required Logging and monitoring of all critical eventsIn addition Separate environments for different purposes (development, testing, QA, trial, production, and so on) Different security zones within each environment for different server clusters (s
14、uch as application server, log-server, and so on), with firewalls in place to control the communication Channels between those different zones. System hardening of all components within the infrastructure (server, OS, and so on)LOT 1 - Software (SaaS) Services SAP Carbon ImpactSCC 5 Firewalls for fi
15、ltering access to the infrastructure from the Internet Encryption of all communication over untrusted networks (Internet) Strong authentication for administrative accessDisaster Recovery All the technical measures and the overall security of the SAP environment are governed by a set of controlled pr
16、ocesses. The goal is to have defined, reproducible, and efficient processes to control all aspects around security for the environment. The processes including Disaster RecoveryOn-boarding and Off-boarding processes/scope etc.On-boarding process The software on-boarding team provides proactive commu
17、nication with the customer throughout the implementation process. A dedicated on-boarding resource is assigned to each customer, and all implementations are monitored closely for any potential issues. Often, there will also be direct communication between the customer and the software management tea
18、m on specific product feedback. Since software is a strategic product in SAPs investment portfolio, and sustainability is a nascent space, it is vital to ensure our clients success with this software. We are dedicated not only to building our client base, but also to ensuring client satisfaction.The
19、 on-boarding process includes: Implementing one geographic location or business area Implementing a survey template for collecting information from your supply-chain partners Implementing industry-standard reports Implementing accounts for up to 12 users Formatting for 3 carbon-producing activity ty
20、pes, one for each Scope of the GHG protocol Loading up to two years of historical data Loading data from up to 10 facilities or sites The SAP on-boarding team starts the on-boarding process by creating a customer account in the software, and may provide continued setup assistance. An initial user is
21、 set up for the customer as the account administrator, who has the ability to manage all users and access to the customers own account. The account administrator may in turn define the appropriate user roles, create the users to grant access to the application, and also customize their password poli
22、cies. All new users are set up with an initial password that must be changed upon their first login. Off-boarding process LOT 1 - Software (SaaS) Services SAP Carbon ImpactSCC 6Towards the end of the agreement, assuming customer does not wish to renew the service; the customer and SAP agree a statem
23、ent of work for export of data per customer requirements. The data is exported in industry standard formats for import into an alternative solution.Upon termination of subscription to SAP software, a customer may request extraction of their application data in CSV format within 30 days. The data wil
24、l be purged from software in 12 monthsPricing (including unit prices, volume discounts (if any), data extraction etc.)SAP Carbon Impact is priced based on the metrics, number of employees and number of users of the service and storage space required. Furthermore SAP Carbon Impact contracts can be en
25、tered into for 1, 2 or 3 years. Discounts are automatically applied to 2 and 3 year contracts. Below are 3 typical scenarios for small, medium and large implementations. These are indicative; any size of organization and number of users can be contracted for without restriction. Pricing scenarios (B
26、ased on 3 year contract)Org Size No. Users Storage Cost per Q7500 50 5 6,33015000 100 10 6,49525000 300 10 10,398Service management details“SAP has developed and implemented three quality management systems certified according to ISO 9001:2000.SAP Global Development ensures that SAP solutions meet t
27、he highest possible standards SAP Active Global Support provides tailored services to maintain the quality of installed solutions SAP Global IT takes responsibility for the stability and quality of our internal IT. SAP IT is certified according to the requirements specified in ISO 27001:2005 The thr
28、ee SAP quality management systems have been certified according to requirements specified in the ISO 9001:2000 standard. SAP IT, in addition, is certified according to the requirements specified in ISO 27001:2005.“LOT 1 - Software (SaaS) Services SAP Carbon ImpactSCC 7Even in emergency situations, S
29、AP Enterprise Support customers can rely on prompt issue resolution. They can thus be sure of the continuity of their business processes and enjoy greater security during project planning.Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of fun
30、ctionality/features etc.)SAPs policy is not to discontinue functionality. If it needs to happen, e.g. to enable improvements to the solution, the rule is that there needs to be a replacement available, or added to the solution, that does not add significant extra effort and costs for the customer an
31、d needs to fulfil the task of the original feature.LOT 1 - Software (SaaS) Services SAP Carbon ImpactSCC 8Service Levels (e.g. performance, availability, support hours, severity definitions etc.)Service-level agreements within SAP Enterprise Support stipulate fast initial reaction times and the time
32、 in which corrective actions must be performed that are foremost in the industry. For problem messages with priority-one level such as a production system standstill SAP guarantees a one-hour initial reaction time and a corrective measure within four hours. For problems with priority-two level, SAP
33、delivers the first qualified response within four hours. A corrective action may entail fixing a software error, creating a work-around, or establishing an action plan. An action plan includes regular updates that provide you with:- A status report of the resolution process- Plans for the next steps
34、 needed for resolution- Activities that must be undertaken by you or your partners- Results of actions taken to date - Date and time of next status update - Schedule of future SAP activities to resolve the issueIncident PrioritiesDefinition Support AvailabilitySupport LanguageInitial Response Time*V
35、ery HighThe problem has very serious consequences for major business transactions and urgent work cannot be performed. The Incident requires immediate attention because the malfunction can cause serious losses.24 hours x 7 days a weekEnglish 2 hoursHigh A business transaction does not work and neces
36、sary tasks cannot be performed. The Incident requires prompt attention because the malfunction can disrupt the entire productive business flow.Medium A business transaction does not work as expected with minor consequences for the productive operation.Low The malfunction has only few or no effects o
37、n business transactions.Monday to Friday from 9:00 am 5:00 pm Local Time (as defined below)English, French, German NoneLOT 1 - Software (SaaS) Services SAP Carbon ImpactSCC 9Financial recompense model for not meeting service levelsCarbon Impacts SLAs are tied to the performance of the Amazon Cloud a
38、nd SAP do not operate a recompense model.TrainingEnd user training labs are available, and training is typically provided in-person or remotely as part of the on-boarding services included with the subscription. CBT training is under evaluation for future releases.Ordering and invoicing processPleas
39、e email Martin McCann at Martin.M to proceed with ordering Carbon Impact.Termination termsBy consumers (i.e. consumption)The Customer can terminate the contract at any time with fifteen (15) days written notice to SAP. Upon termination of subscription to SAP software, a customer may request extracti
40、on of their application data in CSV format within 30 days. The data will be purged from software annually within 12 months.By the Supplier (removal of the G-Cloud Service)Data restoration / service migrationSAPs on-boarding process includes migration or import of customers existing data into the on-
41、demand solution.Consumer responsibilitiesThe customer is responsible for ensuring that data is clean and free from viruses, and is responsible for data up to the firewall. SAP maintains responsibility for virus free data within the Service.LOT 1 - Software (SaaS) Services SAP Carbon ImpactSCC 10Tech
42、nical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.)The software is a 100% Web-based software managed by SAP and therefore does not require the customer to have particular operating software. The only requirem
43、ent for software is a computer with a high-speed Internet connection. SAP Carbon Impact supports the following browsers: Internet Explorer 7.0 and above; and Firefox 3.0 and above.Details of any trial service available.SAP currently offers a 90-day paid trial for SAP Carbon Impact OnDemand. There ar
44、e no limitations in the usage of the product for the trial period.LOT 1 - Software (SaaS) Services SAP Carbon ImpactSCC 11Data ExtractionSuppliers will provide a “simple” and “quick” exit process to enable consumers to move to a different supplier for each of their G-Cloud Services and/or retrieve t
45、heir data. Suppliers will commit to providing details of this, clearly and unambiguously in the Service Definition for each service. This will include, but not be limited toThe data standards that will be in use (within the service).A commitment to returning all consumer generated data (e.g. content
46、, metadata, structure, configuration etc.) and a list of the data that will be available for extraction. Where there is a risk of confusion, data that will not be available for later extraction will also be published.The formats/standards into which data will be able to be extracted and preferably a
47、 list other common services/technologies to which an export/import mechanism is available.A price for the extraction of consumer generated data (or the migration to another service providers service).Confirmation that the Supplier will purge and destroy (as defined in security accreditation for different ILs) consumer data from any computers, storage devices and storage media that are to be retained by the Supplier after the end of the subscription period and the subsequent extraction of consumer data (if requested by the consumer).LOT 1 - Software (SaaS) Services SAP Carbon ImpactSCC 12
