Sungard AS Application Cloud Service for SAP & SAP HANA provides support for SAP applications and databases on fully virtualised system resources, running on SAP & SAP HANA certified platforms. Operating System, virtualisation, backup and monitoring software licensing and 24 x 7 support included.
- Hosted within Sungard Availability Services UK datacentres
- Fully redundant multi-tenancy multi-site enterprise infrastructure
- Fully redundant Internet & Private Connectivity options
- Up to 99.95% Availability Service Level Agreement (SLA)
- Fully Managed SAP Infrastructure as a Service (Cloud)
- Fully Managed SAP Basis Service
- Business and application scalability via flexibility computing capacity
- Consume infrastructure within an OPEX-based financial model
- Reduction in security and compliance risks
- Improved Business availability via high availibility infrastructure design
- Business outage protection via managed disaster recovery process
- Business service level assurances via contractural SLAs
- Service availability via 24 by 365 support access and coverage
- Optimised IT processes via ITIL based/SAP certified best practices
£45.00 per virtual machine per month
Sungard Availability Services (UK) Ltd
Sungard Availability Services
0800 143 413
|Service constraints||Planned maintenance windows are agreed with the customer(s).|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
As low as Priority 1 = 15 minutes
Priority 2 = 30 minutes
Priority 3 = 1 hour
Priority 4 = 12 hours
This is applicable 24 by 7, 365 days a year.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
Different levels of infrastructure availability and disaster recovery services can be purchased at the individual VM level, per customer preference. SAP support services can be purchased as Infrastructure as a Service only, or in combination with SAP Basis services.
Service Management is included for all SAP services.
The service follows ITIL v3 best practice processes and procedures.
|Support available to third parties||Yes|
Onboarding and offboarding
As a fully managed service, we provide full on-boarding services through our consulting and operational teams. Options are available for data migration.
We have user documentation such as on-boarding and service management documentation covering how to raise tickets, service request, change, escalations etc.
|Other documentation formats||
|End-of-contract data extraction||Off-boarding services provide options of data migration, network transfer and backup tapes.|
|End-of-contract process||At the point of termination, all your data, accounts and access will be securely deleted; there will be no mechanism to subsequently recover data after this point.|
Using the service
|Web browser interface||Yes|
|Using the web interface||We provide customers access to a web portal that allows them to raise incidents, service requests and change requests. The web portal also provides access to current and historical service ticket records. As well as process documentation, monitoring data.|
|Web interface accessibility standard||None or don’t know|
|How the web interface is accessible||
Our web portal is accessible through a standard internet browser.
Sungard AS is making every effort to ensure Viewpoint is compatible with modern browser releases, is optimised for use on iPad and Android tablets and is mobile-friendly. Optimal browsers for use include:
- Chrome in the Windows, Macintosh, and Linux environments
- Firefox in the Windows, Macintosh, and Linux environments
- Internet Explorer 9 or above in the Microsoft Windows environment*
- Safari in the Macintosh environment
* Earlier versions of Internet Explorer (IE 8, 7, 6, 5) are not supported.
From Ticketing, to access the following you must use Internet Explorer 9 or above and you will be required to re-authenticate.
|Web interface accessibility testing||No assistive technology users have been used to test the web interface.|
|Command line interface||No|
|Independence of resources||SungardAS multi tenant SAP Cloud services include logical isolation of all individual customer environments at the VM, storage and network level. Per SAP best practices no VM resource over subscriptions are used. Infrastructure components are designed to avoid resource contention or bottlenecks. Additionally customer environments are monitored to ensure performance levels are being maintained.|
|Infrastructure or application metrics||Yes|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Security Clearance (SC)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|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||Never|
|Protecting data at rest||
|Other data at rest protection approach||
Sungard AS provides “known locations for storage, processing and management” of the service and all data within.
All Sungard AS UK Ltd contracts are with a UK registered Company and are governed under UK Law.
Sungard AS data centres conform to a recognised standard. The operating locations which host and manage Sungard AS's Managed SAP & SAP HANA Cloud Services are certified to ISO27001. All UK Data Centres undergo an annual review against ISAE 3402 Type II.
|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|
Backup and recovery
|Backup and recovery||Yes|
|What’s backed up||
|Backup controls||Primary site production VM instances are backed up and protected and the SAP database instances or application servers can be restored from most recent backup data copies.|
|Datacentre setup||Multiple datacentres with disaster recovery|
|Scheduling backups||Users contact the support team to schedule backups|
|Backup recovery||Users contact the support team|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
|Other protection within supplier network||
Sungard AS implements IPsec VPNs for the protection of administrative traffic. All vendor patch downloads and imports and protected via TLS.
Sungard AS customer portal is protected via TLS
Availability and resilience
Infrastructure - Up to 99.95% availability assured by contractual commitment.
SAP application level - Up to 99.9% when optional SAP Basis services are contracted.
For optional disaster recovery services, four hour recovery time objective, and one hour recover point objective.
|Approach to resilience||SungardAS SAP infrastructure is designed to be resilient through the elimination of single points of failure within the architecture, as well as automated fail over in the event of device level and virtual machine failures. Additionally, secondary site infrastructure is used to replicate primary site systems via the optional disaster recovery services providing an additional level of protection for the environment.|
|Outage reporting||Email alerts and other direct contact methods as identified in the contact/ alert process.|
Identity and authentication
|Access restrictions in management interfaces and support channels||Separate internal management network that is not accessible by customers which is secured by username/password and 2-factor authentication to specific support personnel.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
|Devices users manage the service through||Dedicated device over multiple services or networks|
Audit information for users
|Access to user activity audit information||Users contact the support team to get audit information|
|How long user audit data is stored for||At least 12 months|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|How long supplier audit data is stored for||At least 12 months|
|How long system logs are stored for||At least 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||Lloyd's Register Quality Assurance|
|ISO/IEC 27001 accreditation date||3/12/2013|
|What the ISO/IEC 27001 doesn’t cover||The following is what is covered. The management of the processes, the people and assets operating out of our LTC ,TC2, TC3, TC4 and TC5 data centres, and supporting functions (Finance, Procurement, Legal and HR functions) within our Theale and LTC A offices are covered by the ISO/IEC 27001 certification.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security accreditations||Yes|
|Any other security accreditations||
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||Sungard AS has an information security management system that certifies to ISO27001 which includes an overall security policy. Adherance to the policies is regularity audited by an independent external provider.|
|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||
Sungard AS has a governance process in place to track all assets and to review and manage change to the platform. This process is encompassed within the Sungard AS ISO27001 certification.
All changes are reviewed and approved including impact from a security perspective before implementation.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Sungard AS applies patches to the platform, including customer managed elements in critical patches within 14 Days.
Sungard AS use automated Vendors tools to retrieve and manage the application of patches.
A patching policy is in place for the estate.
Where emergency patches are required to address an imminent threat to the platform or service then the Sungard AS change management process can support this.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||Sungard AS, through it's vendors, manage the regular update of security patches of the platform to mitigate potential security threats.|
|Incident management type||Supplier-defined controls|
|Incident management approach||Sungard AS has a defined incident management process which is available on request.|
|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)|
Separation between users
|Virtualisation technology used to keep applications and users sharing the same infrastructure apart||Yes|
|Who implements virtualisation||Supplier|
|Virtualisation technologies used||VMware|
|How shared infrastructure is kept separate||
Sungard AS use virtualisation technologies to provide full logical resource and network separation and isolation between customer tenants hosted on the platform.
Network separation between customers is achieved through virtual routing and forwarding (VRF) technologies and virtual networking capabilities provided by Cisco ASA and Cisco Nexus switching. Network separation within a customers service is provided by virtual LANs (VLANs).
Storage separation is enabled through customer specific lun configurations.
|Price||£45.00 per virtual machine per month|
|Discount for educational organisations||No|
|Free trial available||No|
|Pricing document||View uploaded document|
|Skills Framework for the Information Age rate card||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|