All of the tasks and services that are listed in the Roles and Responsibilities document have a certain service option assigned. However, the relevance and necessity of each individual task or service will be unique to each customer's computing environment.
Caution
Customers are responsible for reviewing and analyzing these tasks and making the selection of such tasks/services in collaboration with an SAP Cloud Architect Advisor, with a Client Delivery Manager, or with the relevant team members from SAP Enterprise Cloud Services.
Note
The availability of a specific service may also be limited for sandbox or other test environments.
A standard service is a service covered by the service fee and performed by SAP or the relevant SAP third party provider / subcontractor (depending on the customer's order form).
Note
Examples for standard services are the system startup and shutdown (which includes a scheduled startup/shutdown of the computing environment and a restarting of the computing environment after failure), and hardware or system requests (which may require a commercial change requests for hardware upgrades and which are subject to a reasonable lead time).
Another example is to assist with tasks in their area of responsibility (according to the Roles and Responsibilities document), if infrequent / occasional OS access is required. In order to ensure safe operations in a shared and managed environment, OS access to managed servers within the cloud cannot be allowed for customers. The service provider will support the customer, for example by taking over the tasks or by providing other methods to execute these tasks.
Optional services are services that are not covered in the standard services. They are also not part and cannot be covered by SAP Cloud Application Services. These tasks or services may be elected by the customer, are subject to additional service fees, and can only be performed by SAP or the relevant SAP third party provider/subcontractor (depending on the customer's order form).
Note
An example for an optional service is the scaling of the compute capacity (memory and CPU).
Note
Optional services which are signed as part of the contract will be delivered as per the committed delivery date without any additional charge. Any additional tasks and services categorized as optional services require a commercial change request. Once this change request has been signed by the customer, the required tasks and services will be delivered as per the committed delivery date.
Additional services include one-off tasks/services which are not covered by standard services, optional services and/or SAP Cloud Application Services. These tasks/services may be elected by the customer, are subject to additional service fees, and can only be performed by SAP or the relevant SAP third party provider/subcontractor (depending on the customer's order form).
SAP Cloud Application Services are supplementary services. They are subject to additional service fees as agreed in a customer’s contract. They comprise of tasks/services that a customer can perform, but the customer may also elect to have SAP (or the relevant SAP third party provider/subcontractor, depending on the customer's order form) to deliver.
SAP Cloud Application Services exclude all services involving the extension, reduction, or change of the customer's existing landscape, such as provisioning additional infrastructure resources.
Note
SAP may provide services from SAP Cloud Application Services in either proactive or reactive mode. For SAP to provide services in a reactive mode, the customer is required to submit Service Requests to SAP.
Excluded tasks are those tasks/services that can only be performed by the customer and are excluded from standard services, optional services, additional services and/or SAP Cloud Application Services.
Caution
All tasks and work efforts that are not purchased by customers or not provided by SAP as part of the standard services but apply to customers and their computing environment are the responsibility of the customer.
Hint
Just because a task is listed in the Roles and Responsibilities document as a non-standard service, this does not necessarily mean that it applies to you as a customer. Also, it does not necessarily mean that it is something you have to do: Not all tasks or services listed in the Roles and Responsibilities document are relevant to all customer environments. For example, infrastructure-related services may differ depending on the deployed infrastructure platform (hyperscaler, SAP). In addition, certain tasks or services may not be available in certain regions. The availability of a specific service may also depend on the characteristics of your specific situation (such as system size or solution scope) and must be individually checked.
