CGI - SAP Cloud Services

To implement and support SAP cloud products including SuccessFactors, Hybris, Ariba, Concur, Fieldglass, HANA Enterprise Cloud, Simply Finance, S4H, Business Intelligence, Cloud for Customer


  • SAP Cloud Services including SuccessFactors
  • Hybris,
  • Ariba,
  • Concur,
  • Fieldglass,
  • HANA Enterprise Cloud,
  • Simply Finance,
  • Business Intelligence,
  • Cloud for Customer


  • Class leading functionality identified as leader/innovator by analysts
  • Lower TCO compared to traditional ‘on-premise’ business systems
  • Fast implementation time, providing quick access to functionality
  • Reduced costs because hardware/software operation and maintenance are our responsibility
  • Flexibility due to subscription and “pay-what-you-use” concepts
  • • Scalability to support changing business needs and supporting growth
  • Reduction in support costs as implementations are more standard/current
  • System is kept current with updates at least twice-per-year
  • Adoption is quick and simple using standard web-browsers anytime, anywhere
  • Improved information security due to strict ISO security standards

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Our service is a mixture of public and private cloud. There are no specific restraints in general our service requires no more than an upto date browser and a decent internet connection (300 - 400 kbit/s recommended)
System requirements
  • Service is accessed through an internet browser and/or mobile app
  • For typical requirement please refer to :

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Please see the Service Definition document for full details
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Via Skype for business
Web chat accessibility testing Tested by Skype
Onsite support Yes, at extra cost
Support levels Our Support Services cover both Infrastructure Hosting & Management as well as Application Management. Other areas of possible support include Project Services, Consulting/ Business Development and Business Process Outsourcing

CGI is able to offer the comfort that, as well as having a structured methodology, our solutions will be delivered to an agreed set of performance standards backed by a specific Service Level Agreement (SLA) tailored to client requirements which will be regularly reviewed.

CGI offers 4 levels of Applications Support
L1 - First Line Support - Telephone helpdesk
L2 - Second Line Applications Support
L3 - Third Line Applications Support
L4 – Management of Product and Vendor Support

Our support can be contracted for and consumed in a number of ways through our 5 star rated helpdesk service ( ) :
benchmark days – purchase of a 'pot' of consultant days at a preferential rate;
fault fix – Incident Management Service;
time & materials
fixed price support – against a fixed scope of support.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started To start using a SAP cloud application requires an implementation project to configure the system to meet the requirements of your business. CGI has a long and successful history of to time and budget on-boarding of customers to SAP systems, our service includes comprehensive testing, training and knowledge transfer along with detailed user guides/on-line help
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction SAP offers inbuilt tooling for data export, from simple Excel downloads built into the SAPGUI to more complex data transfer modules provided by the SAP native programming language ABAP.
End-of-contract process CGI has standard contract exit processes which ensure that all data is handed back to outgoing customers, and nothing is left available to CGI staff post-contract. These are based on standard checklists, further tailored to each customer's unique constraints. SAP system servers can be physically moved to the new customer, or data can be extracted by means of SAP standard tools.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service SAP are rolling out a unified way of accessing all services through a browser therefore there are few differences between accessing on a mobile, tablet or desktop
What users can and can't do using the API "SAP API software offers a simple, scalable, and secure way to create and manage APIs
Scale and govern access to enterprise data with improved policies, security, and traffic management
Give developers and business partners simplified access to back-end services and complex landscapes
Seamlessly integrate with SAP applications – and provide secure user access with single sign-on
makes it easy to create API proxies that connect to your enterprise data and back-end services, while protecting against threats"
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation SAP applications are configurable and customisable however they require knowledge and experience. Our service offers buyers that insight and enables customisation and configuration to be done more quickly and at lower risk than doing it yourself


Independence of resources Our cloud solutions from SAP are load balanced at every tier in the infrastructure, from the network to the database servers. Database servers are also clustered for failover. This ensures the core cloud application maintains a good consistent response time. Our services also extend to monitoring response times of associated 3rd party systems so that clients can be sure that their end to end business processes are monitored for any response times issues.


Service usage metrics Yes
Metrics types Service Level Agreements are in place at a contractual level. Monthly service reporting on all aspects of the service is a key item on the monthly service review agenda with your assigned Service Delivery Manager. This is built on a standard template report, with specific additions as required by the customer. This consolidates data from call resolution/response statistics from our Servicedesk, to technical metrics for performance/availability from the SAP monitoring architecture.
Reporting types
  • Regular reports
  • Reports on request


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

Staff security

Staff security
Staff security clearance Other security clearance
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
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
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 another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach All SAP datacentres are ANSI/TIA/EIA-942
Tier III+ rated facilities
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 CGI will export the data in an agreed format upon service termination in line with the agreed exit plan.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats Direct to MS Word/Excel, XML, to file, CSV and i-DOC
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats CSV, XML, i-DOC and excel

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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network Data files send by secure FTP can also be PGP encrypted

Availability and resilience

Availability and resilience
Guaranteed availability Customers have the option to design and select HA and DR support services. SAP then guarantees that you will have full redundancy and recovery on the SAP HANA Enterprise Cloud
Approach to resilience Servers are load balanced at every tier in the infrastructure, from the network to the database servers. Database servers are also clustered for failover
Outage reporting SAP offers a variety of ways to track ongoing service interruptions, plan for scheduled maintenance and more. Through the support website clients can:

View the current and historical status of SAP datacenters with the Cloud Status Dashboard
Plan for upcoming maintenance windows with the Scheduled Maintenance for SAP
Review the operational performance of your data center and data pool with the Availability and Response Time Reports for SAP

Specific procures are in place for any critical incidents, of which a service outage is one. An agreed matrix of contacts (with time-specific contact methods, ie phone/email) is agreed during transtion so that customers are alerted promptly and updated regularly throughout the course of any outage to the service.

Post-incident, root cause analysis of any outage is triggered automatically. Incident reports are generated within 48 hours, and more in-depth root cause reporting feeds into the monthly service review.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Other
Other user authentication SAP Cloud Identity Access Governance service enables authentication and single sign-on for SAP and non-SAP cloud-based applications and deployments. Reducing the risks and the potentially high administrative costs associated with multiple authentication processes is key here. Employees do not need to remember passwords for each application they access With comprehensive single sign-on, customers are able to cover basic authentication requirements as well as sophisticated security needs, such as digital signatures, 2 factor authentication and encryption.
Access restrictions in management interfaces and support channels Typically CGI has a link into the SAP cloud application through our Remedy support portal. Access to this is restricted and it monitors access and provides appropriate safeguarding and reporting. No consultants can directly log-on to clients systems.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • 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 AFNOR UK Ltd (UKAS Registration No.022)
ISO/IEC 27001 accreditation date 19/09/2016
What the ISO/IEC 27001 doesn’t cover Nothing is NOT covered.
The following IS covered from a Technical perspective: Provision of outsourcing sevices including managed infrastructure services, contact centre services, service desk services, management of print and email, application development, maintenance and support services.
The following IS covered from a Business perspective: The provision of outsourcing, project and consultancy services, including development and delivery activities, plus the management of people, technologies and physical security.
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
Information security policies and processes Our security, information security and data protection management system for CGI is established through the Enterprise Security Management Framework (ESMF). The framework applies to the work we conduct for ourselves and for clients under UK contracts. All CGI UK members and contractors are expected to comply with its principles and processes.

The ESMF is comprised of:
A first level suite of security policies and security requirements that apply across the CGI enterprise.

A second level set of standards set out how these policies and requirements are met, these being detailed within the following operational categories:- Access Control- Operations- Technology- Applications- Data management- HR and Organisation- Physical"

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach CGI has a robust configuration and change mangement process adapted specifically for Cloud Services. This will be agreed with the customer in a configuration plan deliverable. This records the roles/people responsible and the change process to be followed and if deviation from standard configuration is required. Deviation (change) requires signoff from both the client and CGI and is closely tracked.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach All CGI and customer managed systems are kept current with vendor patches (both operational and security) with vulnerability tests performed regularly. Systems are prioritized based on criticality of known vulnerabilities. All changes are strictly controlled through CGI’s change management process.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Please see the CGI - Security Operations Centre (SOC) - Protective Monitoring Service for full details of these processes
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 CGI has a very well-defined security incident management standard and supporting process to handle all phases of a security incident. Responsibilities are clearly defined at all levels. Priorities are established to ensure the timely resolution of incidents. Records of incidents are maintained and reported to senior management. Incidents considered to be severe (high priority) are managed through CGI’s Incident Management Centre (IMC), who coordinate/escalate all required parties based on priority. Collection/preservation of evidence is carefully observed throughout the process.

Incident exercises are performed regularly to ensure the process works as expected when needed.

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 Yes
Connected networks Public Services Network (PSN)


Price £721 per person per day
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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