Edenhouse Solutions

SAP S/4HANA Cloud

Utilise the latest SAP S/4HANA ERP capabilities deployed in a cloud environment to deliver a lower total cost of ownership, faster return on investment while enabling organisations to deliver innovations and enhancements at the pace demanded by today's operations in an increasingly digital milieu

Features

  • Fully integrated ERP solution (finance, procurement, sales etc.)
  • Capability to interface to SAP & Non-SAP solutions
  • Embedded Analytics giving real time operational view
  • Intuitive user experience (Fiori)

Benefits

  • Increased organisational efficiency driven by best practices
  • Enable organisations to change processes at pace
  • Quick return on investment with improved productivity
  • Rapid deployment gives reduced time to value
  • Supports operational agility enabling speedy response to changed requirements

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints Published downtime for quarterly upgrades
System requirements
  • Connection to internet
  • Accessible using HTML5 compliant devices

User support

User support
Email or online ticketing support Email or online ticketing
Support response times SLA's are in place across our services. Working hours: 8am - 6pm Mon to Fri excluding Bank Holidays. Out of hours support in addition to standard contracts.
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 No
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 utilise an collaborative implementation approach based upon the SAP Activate methodology which is SAP's content rich methodology for implementing SAP solutions across industries and customer environments in a cloud environment. Built on SAP’s experience from tens of thousands of SAP projects, the SAP Activate methodology provides pre-built implementation content, accelerators, tools, and best practices which when combined with the expert skills of the Edenhouse team, has delivered consistent and successful results for Edenhouse clients.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The S/4HANA solution contains the facility to download data to flat files if required
End-of-contract process At the end of the agreed term, the contract may be renewed or terminated. In the event of termination, an exit plan would be assembled in advance 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 Mobile enabled SAP apps (which are a subset of the total) cover specific business transactions which users are likely to want to utilise on the move (e.g. approval process for purchase orders). The data is presented in a suitable format on the device used but the look and feel are the same as the desktop.
API Yes
What users can and can't do using the API The API allows the integration of other solutions (whether SAP or Non-SAP and whether cloud based or legacy) with the SAP S/4HANA solution
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Users may personalise their own screens depending on their roles.
Administrators: fields may be added/removed on screens to modify the functionality available

Finally, the SAP Cloud Platform may be used to extend the solution capability to a greater extent

Scaling

Scaling
Independence of resources SAP data centres employ a number of techniques to optimise their operation and provide high quality cloud services. For example virtualisation (decoupling hardware from the operating system and applications) is combined with multi-tenancy (many customers are served on one instance).
Using adaptive computing, virtual machines are not shut down to be rescaled/updated, 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 or rescaling VMs dynamically enables resource independence from the demands of other customers using the same service.

Analytics

Analytics
Service usage metrics Yes
Metrics types Dashboards and reports available showing service availability (including scheduled maintenance periods)
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
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
  • European Economic Area (EEA)
  • 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 In-house
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Within the SAP S/4HANA system, the most widely used data extraction technique brings out data into MS Excel from reports or other analytics tools.

In addition, by utilising the SAP Cloud Platform, applications can be developed which extract data into any required file format.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • XLSX
Data import formats
  • CSV
  • Other
Other data import formats
  • XLSX
  • TXT

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability 99.5% availability contracted for production systems
Approach to resilience SAP's own datacentres have comprehensive features to ensure resilience (further details at https://www.sap.com/uk/about/cloud-trust-center/data-center.html)
Outage reporting The SAP datacentres are connected to two separate
grid sectors supplying mains power. In addition, the datacentres have backup batteries and diesel generators and duplicate network connections making a service outage very unlikely.
In the event of unplanned downtime, alerts are issued immediately to customers.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
Other user authentication Single Sign-On (SSO)
Access restrictions in management interfaces and support channels SAP S/4HANA Cloud offers comprehensive access control management through application of authorisations granted to business roles which are then applied to individual users.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • 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 At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for User-defined

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
Information security policies and processes Edenhouse have a defined business management system which encompasses the required management policies and controls governing both quality (as required by ISO 9001) and information security (as required by ISO 27001). This is assured by annual external audits to maintain the accreditation

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 A formal change management process is in place and is regularly reviewed and approved. This process ensures that change requests are planned, tested, approved, recorded, tracked and maintained and an impact analysis of the change is performed prior to implementation
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach SAP executes internal as well as independent vulnerability scans and application penetration tests for cloud offerings on a regular basis. These tests validate that the application and the delivery environment follow good industry practices and have security measures in place to protect against known vulnerabilities, including:
- Web Application Security Consortium (WASC) Technical Vulnerabilities
- Open Web Application Security Project (OWASP) Top 10 Vulnerabilities
- Business logic flaws
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach SAP has Security Information and Event Management systems (SIEM) for analysis, reporting and alerting. All critical systems and infrastructure components within the SAP Cloud need to log relevant data, which is stored for a minimum of six (6) months. This is ensured via the security configuration compliance checks and event monitoring. General security monitoring is performed 24x7 for all activities. Resulting warnings and alerts are processed via ticketing system and critical events are handled according to the incident management process
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 All security incidents are submitted to formal event reporting and SAP follows escalation procedures based upon nature and scope of an incident. SAP uses security incident management processes to enable the restore of service operation as fast as possible, to minimize the adverse impact on business operations, quickly controlling vulnerabilities. Security incidents are monitored and tracked in cooperation with defined communication channels until resolved. A breach is a confirmed security incident in which sensitive, protected, personally identifiable information (PII) or confidential data is: exposed, transmitted, copied, viewed, stolen or used by an individual or a group unauthorized to do so.

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

Pricing

Pricing
Price £283 per user per month
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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