Edenhouse Solutions

SAP Marketing Cloud

Marketing Cloud empowers marketing professionals to merge, match and enrich data from disparate data sources to create a "golden record" for each customer profile. Contexts, interests, marketing preferences, predictive analytics and machine learning are used to provide personalised and empathetic campaign execution across all channels in an orchestrated manner.


  • Real-time, predictive, dynamic customer and consumer profiling
  • Highly performing visualisation and exploration tools
  • Intuitive campaign management tools
  • Flexible marketing analytics
  • Modern data integration tools
  • Omni-channel execution and seamless customer journeys across all touchpoints
  • Powerful marketing lead management capabilities
  • Efficient marketing resource management capabilities
  • Tightly integrated loyalty management
  • Customer attribution, driven by machine learning technology


  • Faster decision making, from insights to action
  • Right data, right time, for highly focused marketing campaigns
  • Faster campaign creation empowering marketers to design and run campaigns
  • Ramped up sales through more frequent and focused campaigns
  • Learned behavior patterns that can help improve target group selection
  • Improved personalization and consistency across all communication channels
  • GDPR compliant for managing marketing preferences and subscriptions
  • Segment millions of customer interactions in seconds using real-time data
  • Richer customer profiles using machine learning and predictive algorithms
  • Increased lead volume due to automated evaluation scoring and routing


£3004 per unit per month

Service documents


G-Cloud 11

Service ID

1 6 4 3 3 6 1 4 2 5 1 0 0 1 6


Edenhouse Solutions

Philip Cartwright

+44(0) 330 058 6020


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Weekly maintenance is Sunday 2:00 a.m. to Sunday 6:00 a.m. local time
Hotfix collection is Biweekly, Sunday 2:00 a.m. to Sunday 6:00 a.m. local time
Quarterly upgrades are up to four times a year from Saturday 3:00 a.m. to Sunday 3:00 a.m. local time. SAP will provide advance information to customer about the planned upgrade scheduling.
System requirements
  • Cloud Platform Identity Authentication Service provided as identity provider
  • Supported browsers Apple Safari, Firefox, Chrome, Internet Explorer 11 Desktop
  • Processor: Intel Core2Duo (2.4GHz 1066megahertz front-side bus) or better
  • Memory: 6 gigabytes (GB), or more
  • Network: minimum upstream bandwidth: 2 mbps
  • Network: minimum downstream bandwidth: 2 mbps
  • Network: latency: 200ms or better
  • Best displayed at a screen resolution of 1280 x 768

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 24x7 Mission Critical Support for P1 and P2
issues (English only)

Non Mission Critical Support for P3 and P4
issues during business hours (English only)
Monday to Friday 8 am
to 6 pm (Local Time Zone),
excluding local holidays
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard WCAG 2.1 AA or EN 301 549
Web chat accessibility testing N/A
Onsite support Yes, at extra cost
Support levels Edenhouse provide support for all SAP products for both technical and functional support. Our support model is time based with time called off in 30 minute increments against an agreed number of days with each day being 7.5 hours. All of our UK based support consultants are senior level with an average of 16 years’ experience across the teams and so we have one charging rate for all consultants as well as a management fee depending on the size and scale of the required model - such as if additional services are request like out of hours support or system monitoring. A named account director and named service delivery manager are assigned to all of our support accounts. Both these individuals perform roadmap planning, and monthly reviews with each of our customers whilst also ensure SLA compliance.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Edenhouse Solutions provide a training program to match customer needs, whether this is train-the-trainer, end-user training or a blend of both methods. Administrator training is also provided. Training of key users assigned to the project occurs organically as part of the project knowledge transfer process.
The solution in-built documentation is of a very high standard, linking help articles to visual indicators on screen.
SAP also provide a wealth of online release and help information, including video tutorials and direct service support.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats Inbuilt context driven help
End-of-contract data extraction Data may be extracted through analytics functionality or through the use of the APIs.

Data can also be extracted via data export
End-of-contract process As a SaaS based offering SAP Marketing Cloud provides full technical support and maintenance of the systems within their data centres. This includes all upgrades (performed on a quarterly cycle), bug fixes etc. An exit plan will be determined on a case by case basis, with steps and charges discussed and mutually agreed.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Responsive and adaptive design allow Fiori apps to run on desktop, tablets, smartphones, and hybrid devices. As users switch across devices, Fiori apps automatically accommodate the resolution, image size, and scripting. Users can work how and where they want, regardless of device.
Service interface Yes
Description of service interface Open APIS
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing N/A
What users can and can't do using the API Within Marketing administration, a communication user, communication system and a communication scenario is configured to allow connection via API, to the following artefacts:

* Import Campaign Success Data
* Import Master Data and Interactions
* Import of Business Documents (Interactions)
* Import of Business Partners (Contacts)
* Import Product Categories and Hierarchies
* Import Products and Product Category Assignments
* Marketing – Agreements
* Marketing - Campaign Message Content
* Marketing - Campaigns
* Marketing - Contacts
* Marketing - Corporate Accounts
* Marketing - Coupons
* Marketing - External Recommendations
* Marketing - Interaction Contacts
* Marketing - Interactions
* Marketing - Marketing Location
* Marketing - Offers
* Marketing - Scores
* Marketing - Target Groups
* Marketing Offer Import
* Marketing Programs
* Marketing Survey Integration
* Read Content of Export Files in Campaigns
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation An administrator can customise the following within the service:

* Business roles direct the applications and functionality available
* Business scenarios are configured such as marketing areas, the types of campaigns that are executable, how data can be segmented and so on
* Create custom fields and enhancement implementations for specific business contexts
* Create custom business objects with custom logic, user interface, and bespoke applications
* Create custom CDS (core data service) views based on pre-delivered data sources to merge the data from different data sources and rearrange the table fields according to application-specific needs
* Use the Query Designer to create new queries or reuse predefined queries
* Manage the images that are displayed


Independence of resources Combined with virtualisation, decoupling hardware from the operating system and applications, multi-tenancy occurs when many customers are served on one instance. Virtual machines (VMs) share the hardware environment, and one system can accommodate more than 100 tenants. Using adaptive computing, virtual machines are not shut down to be rescaled or updated, and changes can be made while they are running applications, with minimal downtimes. To enable this, a new VM is prepared and the application is simply “moved” to the new VM. Moving and rescaling VMs dynamically enables resource independence from the demands of other customers using the same service.


Service usage metrics No


Supplier type Reseller providing extra support
Organisation whose services are being resold SAP SE

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Data export in Marketing is primarily achieved by exporting target group members to CSV file for use in 3rd party / external campaign execution. This can be achieved from within the target group itself or from within campaign management as an action.

Within segmentation it is also possible to export entities by selecting the data type for preview and using the "export to CSV" feature.

Finally, data can be transferred to other systems through integration as part of standard marketing activity e.g. creating leads in SAP Cloud for Customer as part of a campaign.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability System availability SLA is 99.5% system availability during each calendar month for production versions.

Credits are 2% of Monthly Subscription Fees for each 1% below 99.5% System Availability, not to exceed 100% of Monthly Subscription Fees
Approach to resilience SAP data centres have the following features to ensure continuity of service:
* Redundant additional power network in case of power outage
* Backup batteries and generators
* Redundant additional coolant systems in case of coolant system failure
* Redundant additional internet connection to guarantee connectivity
* Data stored in backup location to save-guard against natural disasters and malicious attacks
Outage reporting Where here is a service outage, all affected customers will receive email updates from SAP to their nominated IT representative for each of their affected systems. Details included are the system affected, the date/time of the incident start and when it was resolved, a description of the original issue, details of the root cause, problem resolution and corrective action being taken to prevent repeat occurrences.

A public dashboard is also available at https://wiki.hybris.com/display/c4crelease/Service+Availability which shows the current status of the SAP data centres specifically for Hybris Cloud (Germany, USA, Australia, China) along with service statuses for print, email, network and general availability services. A data centre specific history of recent issues is also displayed.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access is restricted using assigned business roles and marketing organisational data.

Restrictions are contextual (e.g. users can see data relating to them, their team, their territory; managers can see data relating to their team members).

Restrictions can be applied for read access, write access, and value help, by marketing engagement and segmentation, team, content types, country and marketing area.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 British Assessment Bureau
ISO/IEC 27001 accreditation date 26.02.2016
What the ISO/IEC 27001 doesn’t cover The scope for Edenhouse Solutions ISO27001 accreditation is SAP Support, Enhancements and Projects. What is currently out of scope and therefore not included are the following areas
Key management – we do not have a policy on the protection of cryptographic keys as we currently do not use these.
Working in Secure areas – We currently have no procedures for working in secure areas as Edenhouse do not have any secure area working currently.
Secure development policy – Rules for the development of software are not in place as Edenhouse does not currently develop software.
Restrictions on changes to software packages. Currently no procedures in place as we do not develop software.
All of the above would be reviewed and policies created should they come into scope for Edenhouse.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards ISO 27002
BS 10012
Information security policies and processes We have our own ISO 27001 Accredited Information Security Policy which we are happy to share.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach We align our change management processes to the customer's requirements, however, for internal changes we have a Change advisory Board to review all change requests and approval is only given from the CAB to proceed with any change.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach We have an Annual Vulnerability check and based on the findings from that check we create tasks to eliminate any found vulnerabilities.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Our Data Centre have a Network Operations centre which continuously monitor our network and communication lines. We also have internal monitoring where we run an average of 5 million tests per month.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach We align ourselves to ITIL incident management processes and use SAP CRM toolset for the incident life cycle.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No


Price £3004 per unit per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Free Trial of SAP Marketing Cloud provided by SAP including scenarios customer profiling, segmentation & campaign management, lead management, commerce marketing, marketing analytics, and marketing resource management.
Link to free trial https://hybris.com/en/downloads/free-trial/hybris-marketing/901

Service documents

Return to top ↑