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DXC Technology v2.2

Solution Pack

Managed Services Virtual Private Cloud SAP and SAP HANA Management Service

Selections and Prerequisites Subject Requirements

Governing Agreement Agreement between DXC and Customer including DXC Cloud Service Terms governing the Customer’s purchase of services identified in this Solution Pack.

Term NOTE: This service option is subject to a minimum Order term commitment of three (3) months

DXC Services

Managed Services Virtual Private Cloud SAP and SAP HANA Management Service, Release 9.4 (“Managed VPC SAP Services” and “Managed VPC SAP HANA Management Services” individually or “Managed VPC SAP and SAP HANA Management Services” in combination)

Prerequisite Services Customer must purchase these Services prior to selecting the Services set out in this Solution Pack: • Managed Services Virtual Private Cloud Service • Managed Services Virtual Private Cloud - Security

Features (“Managed VPC Security Features”) • Managed Services Virtual Private Cloud - Storage

Service (“Managed VPC Storage Service”) • Managed Services Virtual Private Cloud - Backup and

Recovery Service (“Managed VPC Backup Service”)

Mandatory Addenda • Managed Services Acceptable Use Policy • DXC Cloud Terms Glossary

Managed VPC SAP and SAP HANA Solution Pack

DXC Technology v2.2

Table of Contents 1. Statement of Work................................................................................................ 3

1.1 Introduction 3 1.2 Scope of Service 3 1.3 Commencement of Services 4 1.4 Onboarding 5 1.5 Management of Operations 6 1.6 Operational Services 11 1.7 SAP and SAP HANA Maintenance Windows 15 1.8 Optional Services 17

2. Service Levels .................................................................................................... 19 2.1 SAP Instance and Database Instance Availability 19 2.2 SAP and SAP HANA Service Credits 20 2.3 SAP Operational Recovery Time Objective (RTO) 20 2.4 SAP Operational Recovery Point Objective (RPO) 22 2.5 SAP and SAP HANA Management Reports 23 2.6 SAP Dialog Response Time (optional) 24

3. Charges ............................................................................................................... 25 3.1 SAP Related Charges 25 3.2 Costs and Expenses 25


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1. Statement of Work

1.1 Introduction This Managed VPC SAP Solution Pack shall apply to each Order placed under this Managed VPC SAP Solution Pack for Managed VPC SAP Services and/or Managed VPC SAP HANA Management Services (“Managed VPC SAP and SAP HANA Management Services”) and will remain in effect unless it is terminated or expires in accordance with the Governing Agreement. In the event of any conflict or inconsistency between this Managed VPC SAP Solution Pack and the Managed VPC Solution Pack, this Managed VPC SAP Solution Pack will prevail with respect to the subject matter of this Managed VPC SAP Solution Pack. General descriptions or references to particular Managed VPC SAP and SAP HANA Management Services in this Managed VPC SAP Solution Pack or elsewhere in the Agreement are subject to the more detailed descriptions below.

Managed VPC SAP and SAP HANA Management Services are only available for purchase by Customers who have also purchased, and DXC will be obligated to provide Managed VPC SAP and SAP HANA Management Services only if Customer has purchased, the following services:

a. Managed VPC Services as described in the Managed VPC Solution Pack;

b. Managed VPC Storage Services as described in the Managed VPC Storage Solution Pack; and

c. Managed VPC Backup and Recovery Services as described in the Managed VPC Backup and Recovery Solution Pack.

Managed VPC SAP and SAP HANA Management Services usage is limited to within the Customer’s Managed VPC environment.

Termination or suspension of all or any part of the Managed VPC Service, Managed VPC Storage Service and/or Managed VPC Backup and Recovery Service for any reason shall automatically result in termination or suspension, respectively, of all (or in the event of a partial termination or suspension, the corresponding part) of the Managed VPC SAP and SAP HANA Management Services under this Managed VPC SAP Solution Pack.

1.2 Scope of Service DXC will provide to Customer the Managed VPC SAP and SAP HANA Management Services described by this Statement of Work following submission of Orders. DXC will deliver Managed VPC SAP and SAP HANA Management Services on a Managed VPC infrastructure in accordance with the Managed VPC Solution Pack except where otherwise specified below. This Managed VPC SAP Solution Pack includes:

a. Installation, semi-automated application template provisioning, monitoring and management of the SAP Application up to the basis layer;

b. installation, configuration, administration and maintenance of the SAP landscape for SAP Basis; and

c. installation, monitoring and maintenance of DXC or Customer provided SAP HANA Appliances, and DXC provided and Managed VPC SAP HANA Systems and SAP HANA databases, as further described below.


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OEM appliances and third party maintenance services are not supported under this Managed VPC SAP Solution Pack.

1.3 Commencement of Services DXC and Customer will each have the responsibilities set forth below related to the initial implementation of the Managed VPC SAP and SAP HANA Management Services.

1.3.1 Managed VPC SAP Services

1.3.1.1 DXC Responsibilities

DXC will provide:

a. Setup and access to the Customer Compartment in accordance with the Managed VPC Solution Pack;

b. Managed VPC SAP database;

c. SAP Application installation;

d. Provisioning of DXC storage for SAP servers (as described in the Managed VPC Storage Solution Pack);

1.3.1.2 Customer Responsibilities

Customer shall:

a. Provide support for setup and access to the Customer Compartment in accordance with the Managed VPC Solution Pack;

b. Provide all Oracle, MS SQL, MaxDB, and Sybase licenses;

c. Provide SAP licenses for all SAP Application installation, including valid license keys for all cluster nodes; and

d. Perform user testing in accordance with the test plan agreed to between DXC and the Customer at the time of implementation.

1.3.2 Managed VPC SAP HANA Management Services

1.3.2.1 DXC Responsibilities

a. Managed VPC SAP HANA Management Services. Where a Managed VPC SAP HANA Management Services option is selected, DXC provides: i. Cabling and connecting Customer dedicated SAP HANA

Appliance infrastructure into the Customer Compartment; ii. Installation and configuration of the SAP HANA Appliance and

logical connection to the Managed VPC infrastructure; and iii. Creation of SAP HANA databases, profiles and database user

accounts.

b. SAP HANA Systems. Where a SAP HANA System service option is selected, DXC provides: i. Managed Servers and Virtual Local Area Network (VLAN) as

described in the Managed VPC Solution Pack; ii. DXC managed storage as described in the Managed VPC Storage

Solution Pack;


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iii. Configuration of Managed Servers, storage and network as required to support SAP HANA databases in a manner certified by SAP;

iv. Creation of SAP HANA databases, profiles and database user accounts; and

v. Managed VPC SAP HANA Management Services as described in this Solution Pack.

c. SAP HANA Infrastructure. Where a SAP HANA Infrastructure service option is selected, DXC provides: i. Managed Servers and Virtual Local Area Network (VLAN) as

described in the Managed VPC Solution Pack; ii. DXC managed storage or SAP HANA Appliance storage as

described in the Managed VPC Storage Solution Pack; and iii. Configuration of Managed Servers, storage and network as

required to support SAP HANA databases in a manner certified by SAP.

1.3.2.2 Customer Responsibilities

a. Where a Customer managed and provisioned SAP HANA Appliances service option is selected, Customer provides: i. SAP HANA Appliances; ii. SAP HANA licenses; and iii. Maintenance of the SAP HANA Appliance (which must be

contracted separately with DXC) and remediation of system errors (server, storage, network).

b. Customer is financially and administratively responsible for the procurement and provisioning of the SAP HANA Appliance and software. Regardless of whether the SAP HANA Appliance has been purchased outright or leased, the maintenance of the appliance must be contracted with DXC. Customer bears all risk of loss for the SAP HANA Appliance, regardless of the cause of the loss (including without limitation, loss caused by the acts or omissions of DXC).

c. Where a SAP HANA System service option is selected, Customer provides SAP HANA licenses.

d. Where a SAP HANA Infrastructure service option is selected, Customer provides: i. SAP HANA licenses; and ii. Maintenance and management of the SAP HANA database.

1.4 Onboarding

1.4.1 Provisioning

The timeframes for Managed VPC SAP and SAP HANA Management Services provisioning varies depending on the SL Tier selected by the Customer.

DXC managed SAP HANA Appliances are not pre-provisioned and the timeframes for the Managed VPC SAP HANA Management Services provisioning vary on a Project basis depending on the SL Tier and type of appliance selected by the Customer.


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Not all SAP HANA System models may be pre-provisioned and the timeframes for the Managed VPC SAP HANA Management Services provisioning vary depending on the SL Tier and type of server selected by the Customer.

1.4.2 Changes in Service

DXC will manage elections and options for Managed VPC SAP and SAP HANA Management Services through the Managed Services Portal on behalf of the Customer. Other changes may be requested as outlined in Section 1.6.4 (Change Management) and agreed pursuant to the Governing Agreement.

1.4.3 Architecture

1.4.3.1 Managed VPC SAP Service

DXC will deliver Managed VPC SAP Services on DXC technology configured in a standard form using physical and virtual elements as determined by DXC in its discretion. DXC reserves the right to modify standard form implementations for large scale deployments.

DXC reserves the right to substitute, under proper operational Change Management, underlying hardware elements in support of the Managed VPC SAP Services, provided that the new elements perform as well or better than the replaced elements as determined by DXC. DXC reserves the right to decide, taking into account SAP guidance, whether to host a SAP product on Virtual Servers or Physical Servers in order to optimize the required underlying capacity.

1.4.3.2 Managed VPC SAP HANA Management Service

SAP HANA Appliance is a Customer dedicated infrastructure that is connected into a Customer Compartment.

SAP HANA Systems are DXC owned infrastructure configured to support SAP HANA databases in a manner certified by SAP.

If data being provisioned to the SAP HANA Appliance is from a source external to the Customer Compartment, the Customer is responsible for ensuring the bandwidth in the network connectivity that Customer is required to provide is sufficient to avoid any latency problems.

1.4.4 SAP Software Currency and Release Levels

DXC will provide Services only for versions of SAP and SAP HANA that are supported by DXC for hosting on Managed VPC and are supported by SAP, as outlined in the SAP PAM.

Third party software services that are not covered within the scope of Section 1.3.1 (DXC Responsibilities) require evaluation by DXC to consider suitability for hosting on Managed VPC and, if considered suitable, may be subject to additional Charges.

1.5 Management of Operations

1.5.1 DXC Responsibilities


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Responsibility

Managed VPC SAP System

DXC Managed

SAP HANA

Systems

SAP HANA Appliances

SAP HANA Infrastructure

Operate and manage authorised SAP systems, components, and databases (including use of proactive measures to the extent DXC considers appropriate) [1]

X

Operate and manage authorised SAP HANA Systems, components, and SAP HANA Appliances and databases (including use of proactive measures that DXC considers appropriate) [2]

X X

Check availability of new software, patches and firmware to correct known errors

X X X

Implement software updates/patches (as available) during the predefined SAP and SAP HANA Maintenance Windows

X X X

Operate and manage the operating system and storage as a Managed Server

X

Table Notes

[1] SAP systems, components and databases included:

A. SAP Basis operations service; B. SAP Basis administration (Java and ABAP Stack); C. SAP Basis security management; D. SAP database administration and security; E. SAP platform administration; F. SAP backup and Restore management (in addition to

services described in the Managed VPC Backup and Recovery Solution Pack);

G. SAN management for the SAP Basis operations service; H. SAP Web Server administration; I. SAP Basis, SAP Database, web and server patch

management; and


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J. SAP output management.

[2] Responsibility includes:

A. Monitoring the SAP HANA Appliance capacity and infrastructure performance;

B. Monitoring of the SAP HANA database as required to comply with the applicable SL Tier;

C. Analysis of errors detected in the SAP HANA System; D. Notification to the Customer of steps executed in order to

address SAP HANA Appliance hardware system errors; E. Maintenance of SAP HANA software, including the installation

and configuration of necessary vendor-issued standard software modifications as required to comply with the SL Tier;

F. SAP HANA database maintenance outside of planned SAP HANA Maintenance Windows (i.e., release changes);

G. Maintenance of SAP HANA database profile; and H. Execution of a SAP HANA database backup and Restore in

the event of an error in the underlying SAP HANA Appliance hardware that does not affect the database (the Restore will occur after the hardware error is resolved).

[3] Storage required to support the SAP HANA Infrastructure will be provided in accordance with the Managed VPC Storage Solution Pack.

1.5.2 Specific Operations Management Responsibilities for Managed VPC SAP Services

Each party’s specific operations management responsibilities are shown in the following table:

# Responsibilities DXC Customer Workload Management

1 Plan, analyse, and define SAP ABAP based logon groups, SAP remote function call server groups, and SAP operation modes

R

2 Maintain ABAP based SAP logon groups, SAP remote function call server groups, and SAP operation modes R

3 Manage SAP housekeeping and reorganization jobs such as print and spool subsystem reorganization jobs R C

Job Scheduling 4 Manage application job scheduling R

Output Management 5 SAP printer definition and support on OS level R 6 SAP printer definition and support on SAP level R 7 Manage SAP integrated ABAP print and spool

subsystem R

8 Maintain decentralized printing environments R SAP-Remote Connection

9 Manage SAP Remote Service connection (OSS Connection) R


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10 Maintenance System data in SAP Marketplace R Operational Administration

11 Analyse and correct database-Instance errors R 12 Maintenance of database-capacity R 13 Define and implement operational procedures for in

scope CIs administration R

14 Perform user and group account administration of privileged users on operating system and database level

R

15 Manage SAP End Users and/or SAP authorization profiles (roles and concepts) R

16 Manage third-party services contracted through the Customer R

17 Perform operating system start-up/shutdown and kernel parameter changes to meet contractual obligations R

18 Perform operating system profile, parameter, and basis file system maintenance that are required for availability reasons or Service Level Agreement (SLA) fulfilment

R

19 Apply operating system patches (kernel patches, hot fixes, and support packages) that are required for availability reasons or SLA fulfilment

R

20 Perform SAP Database profile and parameter maintenance that are required for availability reasons or SLA fulfilment

R

21 Analyse and correct update request errors R 22 Analyse and delete lock entries R 23 Analyse and correct ABAP-short dumps in SAP-BASIS R 24 Analyse and correct ABAP-short dumps in SAP-

Application modules R

25 Apply SAP Database patches (kernel patches, hot fixes, and support packages) that are required for availability reasons or SLA fulfilment and do not require full installation of the database software

R

26 Apply SAP basis patches (kernel patches, hot fixes, and support packages) that are required for availability reasons or SLA fulfilment

R

27 Perform SAP solutions environment start-up and shutdown to meet contractual obligations R

28 Maintain basic connections between SAP standalone engines (former technology/middleware components) and application servers ABAP + JAVA

R

29 SAP Application specific tasks such as customizing modification or adoption of ABAP workbench objects or JAVA development objects

R

30 Purchase and maintain software license and maintenance agreements for any database or application software that is part of a SAP solution landscape

R

31 Maintain ABAP based systems through maintenance SAP Client 000 and 066 R


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32 Initialize and maintain ABAP based correction and transport system/transport management system R

33 Setup, organize, and monitor transport requests R 34 SAP Client maintenance like create, delete, copy

following Change Management R

35 Implement SAP-Notes for SAP-Basis as required to maintain the SAP Service Levels R

36 Implement SAP-Notes for SAP-Application modules R 37 Configure JAVA system landscape directory “SYSTEM

landscapes” (group systems) and system landscape directory “BUSINESS landscapes” (define business scenario details)

R

38 JAVA System landscape directory content maintenance such as generic common information model data (CIM), namespaces, version management, and software catalogue

R

39 Perform system landscape directory (SLD) start-up and shutdown as needed for JAVA software units and application components

R

Legend: "R" = Responsible, “C” = Consult

1.5.3 Specific Operations Management Responsibilities for Managed VPC SAP HANA Management Services and SAP HANA Appliances

Each party’s specific operations management responsibilities are shown in the following table:

# Responsibilities DXC Customer Operational Administration for Managed VPC SAP HANA Management

Services and SAP HANA Appliances 1 Perform SAP database and SAP HANA profile and

parameter maintenance that are required to meet the applicable SL Tier

R

2 Apply SAP HANA patches (Support Package Stacks and Single Support Packages) that are required to meet the applicable SL Tier

R

3 SAP Application specific tasks such as customization, modification or adoption of HANA application objects R

4 Purchase and maintain software license and maintenance agreements for any database or application software that is part of a SAP solution landscape

R

5 Setup, organize, and monitor transport requests R 6 Implement SAP HANA correction Notes required to

maintain the SAP Service Levels R

7 Implement SAP HANA Notes for SAP-Application modules R

8 Analyse and correct database-Instance errors R 9 Monitor database-capacity R 10 Perform user and group account administration of

privileged system users on operating system and database level.

R

11 Manage SAP HANA End Users and/or HANA authorization profiles (roles and concepts) R


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12 Perform operating system start-up/shutdown and parameter changes to meet contractual obligations R

13 Perform operating system profile, and basis file system maintenance that are required to meet the applicable SL Tier

R

14 Apply operating system patches that are required to meet the applicable SL Tier R

15 Analyze and correct HANA-short dumps R 16 Analyze and correct HANA-short dumps in SAP-

Application modules R

17 Procure DXC SAP HANA Appliance and associated maintenance from DXC R

SAP-Remote Connection (for Customer provided SAP HANA Appliances) 18

Manage SAP Remote Service connection (OSS Connection) R

19 Maintain System data in SAP Marketplace R

Operational Administration for SAP HANA Infrastructure 20

Perform user and group account administration of privileged system users on operating system R

21 Perform operating system start-up/shutdown and parameter changes to meet contractual obligations R

22 Perform operating system profile, and basis file system maintenance that are required to meet the applicable SL Tier

R

23 Apply operating system patches that are required to meet the applicable SL Tier R

Legend: "R" = Responsible, “C” = Consult

1.6 Operational Services In addition to DXC’s obligations in the Managed VPC Solution Pack, DXC will provide Incident Management, Problem Management, Event Detection and Notification, Change Management, Configuration Management, Security Management, and Capacity Management as specified below.

1.6.1 Incident Management

Incident Management provided by DXC for Managed VPC SAP and SAP HANA Management Services includes:

a. Recovery of the agreed Managed VPC SAP services and SAP Applications within the SL Tier selected by Customer;

b. Recovery of the agreed Managed VPC SAP HANA Management Services and SAP HANA database; and

c. Notification to Customer in the event of a priority 1 Incident with SAP remediation.

1.6.2 Problem Management

Problem Management provided by DXC for Managed VPC SAP and SAP HANA Management Services includes:

a. In the case of a priority 1 Incident, root cause analysis using SAP analysis tools; and


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b. Coordination of Problem resolution with SAP support services.

1.6.3 Event Detection and Notification

DXC will monitor the Managed VPC environment to meet the Managed VPC SAP and SAP HANA Management Services Service Levels applicable to the SL Tier selected by the Customer. The monitoring that DXC provides will apply to the following areas:

a. specific SAP, SAP Database and/or SAP HANA processes;

b. alert messages of the SAP Database and/or SAP HANA;

c. SAP logons; and

d. system hangs, very slow processes, and other negative situations or Events.

DXC will:

a. monitor the environment to enable collection of SAP Events;

b. monitor for unplanned Events and pre-determined system Events with DXC best practice established thresholds;

c. raise and log Events where threshold is exceeded;

d. provide timely notification of detected Events to Incident Management; and

e. assess incoming Event alerts and take appropriate action.

1.6.4 Change Management

DXC is responsible for coordination and management of additions, moves and changes to the SAP environment for all in-scope Configuration Items (CIs). The Customer can request additions, moves and/or changes in accordance with the change control process described in the Governing Agreement.

Each party’s specific Change Management responsibilities are shown in the following table.

# Responsibilities DXC Customer

1 Technical implementation of changes on the SAP operation system level R

2 Technical implementation of changes on SAP database-level and/or SAP HANA level R

3 Technical fundamental changes of the SAP system R

4 Implement customizations of SAP business applications R

Legend: "R" = Responsible

The following table sets out DXC’s Change Management obligations for each SL Tier.

Activity SL Tier 1 SL Tier 2 SL Tier 3 SL Tier 4


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Customer requested Routine or Normal Changes identified in the SAP Service Catalogue

Available on a Project basis

Included as documented in the SAP Service Catalogue

Project Changes Available on a Project basis Maintenance patches for SAP Services

Not applicable

Included in the Charges for each of these SL Tiers

Software Maintenance for SAP HANA Included once per year

DXC required Emergency Changes to meet contractual requirements

Included in the Charges for all SL Tiers

Other Emergency Changes Available on a Project basis

Customer requested patches Available on a Project basis

The following table shows DXC’s lead time obligations for qualification of change activities listed below based on SL Tier. For purposes of this table, qualification means to review and understand a Request for Change (RFC), estimate effort, and agree on the time required to deliver the change.


Lead time between RFC initiation and Routine Change qualification

Not applicable

2 Business Days

1 Business Day

1 Business Day

Lead time between RFC initiation and Normal Change qualification

Not applicable

4 Business Days

2 Business Days

2 Business Days

Lead time between RFC initiation and Project Change qualification

Not applicable

10 Business Days

5 Business Days

5 Business Days

Lead time between RFC initiation and Emergency Change qualification

Not applicable

Not applicable

Not applicable

Not applicable

The following table shows objectives for each SL Tier for various post go-live activities related to Orders and RFC’s. There are no Service Level credits associated with these objectives.


Additional elapsed time to reconfigure SAP elements after dial up/down of infrastructure. e.g. Storage, Virtual Servers.

Varies on a Project basis

1 Business Day after DXC notifies Customer of acceptance of an Order or RFC

Elapsed time for adding new SAP CI/database/application for which there is no known configuration, template or provisioning image.


10 Business Days after DXC notifies Customer of acceptance of an Order or RFC

Elapsed time for adding new SAP CI/database/application for which there is a known configuration, template or provisioning image.


5 Business Days after DXC notifies Customer of acceptance of an Order or RFC


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1.6.5 Configuration Management

DXC will provide documentation of all CIs for systems and software, which are necessary to perform the Managed VPC SAP and SAP HANA Management Services.

1.6.6 Security Management

DXC will provide the following Security Management services:

a. Install SAP according to SAP Application Security Guidelines;

b. Install anti-virus software according to SAP recommendations;

c. Adapt SAP Application Security Guidelines to Customer policies if needed and allowed in accordance with SAP Application Security Guidelines;

d. Standard hardened operating system and SAP HANA builds;

e. Security Incident response, consisting of investigation and resolution of Incidents in accordance with DXC standard procedures;

f. Security policy compliance management through periodic scans to monitor SAP specific security configurations; and

g. Automated SAP security checks including: i. Checking security notifications and managing actions with

Customer accordingly; ii. Maintaining: (1) DXC-internal access control, (2) Single Sign On,

and (3) Firewall routings.

Each party’s specific Security Management responsibilities are as follows:

Responsibility DXC Customer Operational Security Management

Maintain operational security parameters according to the Managed VPC Security Features Solution Pack R

Deploy security management infrastructure for SAP components and anti-virus for SAP systems R

Harden operating system in accordance with DXC and SAP Application Security Guidelines R

Enable quality passwords for non-system management users and application End Users and change them on a periodic basis

R

Perform weekly security checks R

Maintain security profile parameters such as minimum password length R

Design and implement the application authorization concept (user profile and role management definition)

R

Install SAP software changes (that is, ABAP source code) to overcome known security vulnerabilities as made available by SAP using the Change Management Process

R

Access and maintain SAP administration SAP Client 000 R

Access and maintain system management SAP Client 066 R

Access and maintain Customer SAP Client (SAP Client other than 000 or 066)

R


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Change all default passwords in production SAP Client for ABAP based systems

R

Verify ABAP based SAP servers against a defined SAP security checklist R

Legend: "R" = Responsible

1.6.7 Capacity Management

DXC provides monitoring of capacities of the Managed VPC and SAP HANA infrastructure taking into account the Managed VPC SAP and SAP HANA Management Service requirements.

1.7 SAP and SAP HANA Maintenance Windows

Type SL Tier 1 SL Tier 2 SL Tier 3 SL Tier 4

SAP and SAP HANA Maintenance Window

N/A. 5 hour window (Quarterly)

5 hour window (Quarterly)

5 hour window (Quarterly)

Event Management, Incident Management, and Problem Management

N/A 24x7 24x7 24x7

Attended Operations

Monday through Friday, 08:00 through 18:00 Local Time, (best effort)

Monday through Friday, 08:00 through 18:00 Local Time, unstaffed at all other times



Operations Time Window Monday to Friday, 08:00 to 17:00 Local Time

24 x 7 24 x 7 24 x 7

Change Execution Time Window

Monday to Friday 08:00 to 17:00 Local Time

24 x 7 24 x 7 24 x 7

Office Time Window Monday to Friday,08:00 to 17:00 (EMEA / CET, AMS / EST)

Monday to Friday, 08:00 to 17:00 (EMEA / CET, AMS / EST)



Perform Service Review and Account Management meetings

Office Time Window

Office Time Window

Office Time Window

Office Time Window

Configuration Management - Identification, control and verification processing boundaries

Office Time Window

Office Time Window

Office Time Window

Office Time Window


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Configuration Management processing boundaries - Status accounting (execution)





Request Fulfillment Planning, approval, and scheduling processing

Office Time Window

Office Time Window

Office Time Window

Office Time Window

Request Fulfillment Execution





Change Management Processing hours - Change Planning, Assessment, Approval, and Scheduling Operation time- For Routine, Normal, and Project changes

Office Time Window

Office Time Window

Office Time Window

Office Time Window

Emergency Change Planning, Assessment, Approval, and Scheduling Operation time Change Management Processing hours

Operations Time Window




Routine, Normal, Emergency, and Project Change Management Execution Processing hours





Planning and communication hours of operation for the following processes: Incident Management, Problem Management, Operations Management, Security Management, and Capacity Management.

Office Time Window

Office Time Window

Office Time Window

Office Time Window

Execution hours of operation for the following processes: Incident Management, Problem Management, Operations Management, Security Management, and Capacity Management





Service Level Management Processing hours for meetings and communication

Office Time Window

Office Time Window

Office Time Window

Office Time Window

Planning, communication, and execution processing hours for the following processes:- SLA Management

Not applicable

Office Time Window

Office Time Window

Office Time Window

1.7.1 Maintenance Impact


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DXC will make reasonable efforts to minimize impacts to SAP Applications and Managed VPC SAP HANA Management Services resulting from Managed VPC Customer Maintenance Windows. DXC will accomplish this by:

a. Scheduling planned SAP and SAP HANA maintenance within the appropriate Managed VPC Customer Maintenance Windows;

b. Scheduling planned changes to SAP Applications and Managed VPC SAP HANA Management Services that have been agreed to under the Change Management Process within the Managed VPC Customer Maintenance Windows;

c. Providing advance notice to the Customer of Managed VPC Customer Maintenance Windows; and

d. Providing the Customer suggested alternatives to minimize any disruption in use of SAP Applications and/or Managed VPC SAP HANA Management Services resulting from Managed VPC Customer Maintenance Windows.

1.8 Optional Services DXC will provide the optional services specified in this section, at the rates specified by Customer’s accepted service request or Order, if included, or later ordered through the Managed Services Portal or otherwise in writing.

1.8.1 Continuity Services for SAP

Customers who have purchased Managed VPC Continuity Services in connection with Managed VPC Services can request additional continuity services for the Customer’s SAP instance that will provide additional SAP Application support in the event of a SAP disaster as described below.

Although Managed VPC Continuity Services currently do not support SAP HANA Appliances, there are several SAP HANA replication capabilities available that can offer disaster recovery capabilities for SAP HANA workloads running on Managed VPC Services. Where Managed VPC Continuity Services are not available or do not address SAP related requirements, DXC can provide consulting services as described below to assist the Customer in determining what other options are available.

1.8.1.1 Consulting Services

DXC will provide consulting services to Customer on a time and materials basis as specified in an accepted Order to scope the following continuity services that may be required by the Customer for the Customer’s SAP instance and/or the Customer’s SAP HANA Appliance:

a. Coordination of Customer and DXC rehearsal plan

b. Isolation of SAP systems and/or the Customer’s SAP HANA Appliances in scope for rehearsal

c. Execution and technical user acceptance tests for rehearsal

d. Customer functional user acceptance tests for rehearsal

e. Document the outputs expected from rehearsals

f. Process for the release systems that have been used in rehearsals


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If the Customer has not purchased Managed VPC Continuity Services, consulting services can include the following additional areas:

g. The type of replication and disaster recovery service best suited to the Customer requirements

h. The network requirements

i. The setup and ongoing charges of a disaster recovery service

At the conclusion of the consulting engagement, DXC will provide a written report documenting its recommendations for additional continuity services in the areas listed above.

1.8.1.2 Delivery

Following its receipt of DXC’s recommendations document as provided above, Customer may request that DXC provide any or all of the recommended continuity services. DXC’s provision of any such services will be subject to the parties entering into a separate, written agreement documenting the services that DXC will provide, DXC’s charges for the services and each party’s respective obligations. Neither party will be obligated to enter into such an agreement.

1.8.2 SAP Solution Manager

SAP Solution Manager integration with SAP instances can be purchased as an option which will be installed, configured and managed on a Managed Server to provide additional monitoring and reporting capabilities.


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2. Service Levels This section describes Service Levels for Managed VPC SAP and SAP HANA Management Services, the manner in which they are measured and reported, and the consequences of Faults.

2.1 SAP Instance and Database Instance Availability Availability of SAP Instances and Database Instance is measured automatically using remote function calls and web monitoring. For purposes of this section 2.1, any reference to the Database Instance refers to the Database Instance within the SAP HANA Appliance or SAP HANA System.

SAP Instances and Database Instance will meet or exceed the Service Levels shown in the following table where availability is expressed as a percentage of Scheduled SAP Uptime for the relevant SAP Instance or Database Instance. This is calculated on a monthly basis using 24x7 monitoring as follows: SAP Instance or Database Instance Availability = [Scheduled SAP Uptime minus Unexcused SAP Downtime] divided by Scheduled SAP Uptime.

Service SL Tier 1 SL Tier 2 SL Tier 3 SL Tier 4

SAP Instance Availability – Physical Server

N/A 99.0 % 99.9 % 99.9 %

SAP Instance Availability – Virtual Server

N/A 99.0 % 99.9 % 99.5 %

Virtual SAP HANA Appliance N/A 99.0% N/A N/A

SAP HANA Appliance or System - Single Node

N/A 99.0% 99.9% 99.9%

SAP HANA Appliance or System - Scale Out

N/A 99.0% 99.9% 99.9%

• SL Tier 1 – No SLA

• SL Tier 2 – Managed VPC SAP and SAP HANA Management Services provided within a single data center

• SL Tier 3 – High availability, Managed VPC SAP and SAP HANA Management Services within a single data center, using an OS Cluster or spare node for Scale Out of SAP HANA Appliance

• SL Tier 4 – High availability, Managed VPC SAP and SAP HANA Management Services within a dual data center using an OS Cluster for SAP HANA Appliance

A SAP Instance or a Database Instance is considered “available” if:

a. a defined user located at a dedicated SAP solution front end (Web or SAP GUI) can log on to the SAP solution instance or the SAP HANA Database Instance over the customer network interface; or

b. Excused SAP Downtime applies.

2.1.2 Excused SAP Downtime

Excused SAP Downtime means one or more of the following:


DXC Technology v2.2

a. One or more application servers (dialog or instance) or standalone engine (standalone/middleware software units such as IGS, ITS/TREX content server) is down but another instance is operational.

b. Failed connections that are caused by downtime or breakdown of non-SAP third party components (such as reverse proxy, SiteMinder, and others) that are managed by the Customer.

c. Downtime of interfaces between SAP components where the interfaces are not part of the Managed VPC SAP and SAP HANA Management Services being measured.

d. Downtime caused by application errors which are listed in the known error database of the manufacturer with a solution, whose implementation is already agreed and planned between Customer and ES.

e. Downtime caused by unknown application errors defined in the vendors’ known error database (Example: SAP-Net), known errors without solution and known errors with a solution where the implementation process has been started but not completed.

f. Downtime occurring during the recovery of a database or application after failures not under the responsibility of DXC.

g. Downtime induced by the use of inappropriate commands by Customer’s SAP or SAP HANA application user.

h. Failure or unavailability of Customer provided network services, such as Domain Name Service, NTP, and Active Directory.

i. Failure or unavailability of the SAP Application or SAP HANA System due to activities by parties other than DXC.

j. For SL Tiers 3 and 4 the SAP HANA Appliance Service Level of 99.9% is only valid for when the secondary node is not being dual purposed as a development or test system.

2.2 SAP and SAP HANA Service Credits In the event of a SAP Application or SAP HANA Appliance Fault resulting in failure to meet the Service Levels stated in Section 2.1, the Customer will receive a Service Credit to its Managed Services Portal account in an amount equal to two (2) percent of the applicable monthly Charge (in the month the Fault occurred) for the affected SAP Application or SAP HANA Appliance. Service Credits are usable for future Orders but expire twelve (12) months after issuance.

2.3 SAP Operational Recovery Time Objective (RTO) RTO is measured manually based on timestamps generated by the call tracking system for the SAP environment Incidents. The start time of the Incident will be the time at which the Incident ticket is opened.

The RTO for each SL Tier is shown in the table below.

Quality SL Tier 1 SL Tier 2 SL Tier 3 SL Tier 4


DXC Technology v2.2

RTO for the SAP Application running on a Physical Server (monthly)

n/a 7.5 hrs 44 min 44 min

RTO for the SAP Application running on a Virtual Server (monthly)

n/a 7.5 hrs 44 min 44 min

RTO Virtual SAP HANA Appliance - Single Node

(monthly) n/a 7.5 hrs n/a n/a

RTO SAP HANA Appliance - Single Node (monthly) n/a 7.5 hrs 44 mins 44 mins

RTO SAP HANA Appliance - Scale Out (monthly) n/a 7.5 hrs 44 mins 44 mins

DXC shall be relieved of its RTO obligations in the following circumstances:

a. System becomes inoperable or subject to serious performance degradation due to (i) over utilization of system resources caused by Customer applications, (ii) over utilization in normal production; or (iii) fail over outside the capacity and performance requirements provided by the Customer.

b. Outages induced by third party support provider that is not a subcontractor of DXC.

c. Downtime occurring during the recovery of a database or application after failures not under the control of DXC.

d. One or more application servers or standalone engine (standalone/middleware software units such as IGS, ITS/TREX content server) is down but the central instance is operational.

e. Unplanned downtime caused by any damage or service impairment at any facility outside of the DXC data center.

f. Outages caused by single points of failure that are agreed as part of the standard architecture for these SL Tiers.

g. Failed connections that are caused by downtime or breakdown of non-SAP third party components (such as reverse proxy, SiteMinder, and others) that are managed by the Customer.

h. Downtime of interfaces between SAP components where the interfaces are not part of the Managed VPC SAP Service or Managed VPC SAP HANA Management Service.

i. Downtime caused by unknown application errors of third-party (SAP, database, and operation system).

j. Downtime caused by known application errors of third-party (SAP, database, and operation system) with a solution where the implementation is planned but not completed.

k. Downtime induced by the use of inappropriate commands by Customer’s SAP Application or SAP HANA Appliance users.


DXC Technology v2.2

l. Failure or unavailability of Customer provided network services, such as Domain Name Service, NTP, and Active Directory.

m. If the secondary node in a cluster has had additional storage so that it can be dual purposed as a development or test system.

n. Where data corruption has occurred or there has been a primary data center failure and a restore is required.

2.4 SAP Operational Recovery Point Objective (RPO)

2.4.1 Provisioning Requirements for Backup and Recovery Services

DXC’s RPO are conditioned upon the Customer minimally purchasing the following Local Protection Services for the applicable SL Tier and Off-Site Tape Copy Services under the Managed VPC Backup Solution Pack. Customer can order additional Backup and Recovery Services for Managed VPC above and beyond these minimum purchase requirements as available in the Managed Services Portal. If the Customer chooses not to purchase the minimum required level of Daily Off-site Tape Copy Service, Customer accepts responsibility for loss of data in the event of a data center outage.

2.4.1.1 Local Protection Service

(*) Incremental backups are not supported by Sybase and Oracle (using Backint interface) databases. For MS SQL Server and SAP MaxDB databases, a differential backup will be executed instead.

For DXC managed SAP HANA Infrastructure, the Customer must inform DXC of Customer’s backup and restore requirements for Customer managed databases to be purchased by the Customer under the Managed VPC Backup and Recovery Solution Pack.

2.4.1.2 Off-site Tape Copy and Compliance Archive Service

Copy Frequency Protection Period Daily Off Site Tape Copy

(minimum required) thirty (30)

Daily Off Site Tape Copy (optional)

sixty (60) days

SL Tier 1

SL Tier 2

SL Tier 3

SL Tier 4

Filesystem Backup Weekly Full and Daily

Incremental

Weekly Full and Daily

Incremental


Incremental


Incremental Online Database

Archive Log Backup Daily – 2x Daily - 2x Daily - 12x Daily – 12x

Online Database Backup


Incremental *


Incremental * Daily - Full Daily – Full

Protection Period (minimum required) 30 Days 30 Days 30 Days 30 Days

Protection Period (optional) 60 Days 60 Days 60 Days 60 Days


DXC Technology v2.2

Monthly Off Site Tape Copy (optional)

twelve (12), or twenty-four (24) months

Yearly Compliance Archive (optional)

five (5), seven (7) or ten (10) years

2.4.2 RPO Obligations

DXC’s RPO obligations vary depending on the Event causing the data Restore and the SL Tier selected by the Customer.

For replication of logs, the following retention period RPO for each SL Tier is shown in the table below. If the Customer chooses not to purchase this retention service for log shipping, Customer accepts responsibility for loss of data in the event of a data center outage.

Log Shipping SL Tier 1 RPO

SL Tier 2 RPO

SL Tier 3 RPO

SL Tier 4 RPO

Log shipping on disk (optional) N/A

Depending on frequency (between 2 and 24 hrs)

Depending on frequency (between 2 and 24 hrs)

Depending on frequency * (between 0 and 2 hrs)

(*) Up to last written transaction log file included due to data mirroring in dual data center.

In all other circumstances, the RPO for each SL Tier is shown in the table below.

SL Tier 1 RPO

SL Tier 2 RPO

SL Tier 3 RPO

SL Tier 4 RPO

7 days 12 hrs 2 hrs 2 hrs

2.4.3 RPO Exclusions

DXC shall be relieved of its RPO obligations in the following circumstances:

a. Outages induced by third party support provider that is not a subcontractor of DXC;

b. Downtime occurring during the recovery of a database or application after failures not under the control of DXC;

c. If Managed VPC SAP or SAP HANA Management Services under SL Tiers 1, 2, 3 are agreed by design not to cover point in time recovery when log shipping is diverted to an alternate data center; or

d. Failure or unavailability of Customer provided network services, such as Domain Name Service, NTP, and Active Directory.

2.5 SAP and SAP HANA Management Reports

Report Description Deliverables

SAP and SAP HANA Database Report*

SAP Solution Manager integrated DB and SAP Capacity reporting

Customer will access reports in the Customer owned Solution Manager


DXC Technology v2.2

Report Description Deliverables

SAP and SAP HANA Application Performance Report*

SAP Solution Manager integrated SAP Application Performance reporting

Customer will access reports in the Customer owned Solution Manager

SAP and SAP HANA Application Availability Report

Automated Configuration Framework based availability SL reporting solution using status availability history files

Provided on a monthly basis by DXC for Managed VPC SAP Service for SAP management

(*) DXC can provide reports as an option. DXC’s provision of any such reports will be subject to the parties entering into a separate, written agreement documenting the report content that DXC will provide, DXC’s charges for the reports and each party’s respective obligations. Neither party will be obligated to enter into such an agreement. Customer must have a licensed version of SAP Solution Manager on a VPC server that can access SAP systems in the Customer Compartment.

2.6 SAP Dialog Response Time (optional) DXC’s Dialog Response Time obligations apply after the Stabilization Period. Dialog Response Times are measured and captured automatically within SAP systems.

DXC can provide Dialog Response Time reports as an option. DXC’s provision of any such reports will be subject to the parties entering into a separate, written agreement documenting the report content that DXC will provide, DXC’s charges for the reports and each party’s respective obligations. Neither party will be obligated to enter into such an agreement.


DXC Technology v2.2

3. Charges The following terms apply in addition to those set forth in the Managed VPC Solution Pack.

3.1 SAP Related Charges Customer agrees to pay one-time Charges and recurring Service Charges applicable to Managed VPC SAP and SAP HANA Management Services as documented in Customer Order(s).

3.2 Costs and Expenses DXC Charges include the services expressly described by Section 1, “Statement of Work” of this Managed VPC SAP and SAP HANA Management Service Solution Pack. Customer remains responsible for all of its other costs and expenses related to receipt and use of the SAP and SAP HANA Management Service, including those related to Managed VPC Services.


DXC Technology v2.2

Solution Pack Revision History Offering: Managed Services Virtual Private Cloud – SAP and SAP HANA Management Service

Solution Pack Version#

Offering Release#

Revision Date

Section Reference(s)

Description of Change

V1.0 R8.6 08-Dec-2016 -- --

V1.1 R8.6 20-Dec-2016 All Conversion from Hewlett Packard Enterprise to Enterprise Services, LLC as contracting party.

V2.0 R9.0 03-Apr-2017 All Conversion from Enterprise Services LLC to DXC Technology

All Applied updates from Cloud Terms Glossary

V2.1 R9.2 22-Jun-2017 -- --

V2.2 R9.4 25-Sep-2017 -- --

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