SAP UK Ltd

SAP S/4HANA Cloud

SAP ERP Cloud is delivered via SaaS, and based on S/4HANA. Deployment takes from 12 weeks, with regular innovation updates included.
Market leading tech, includes machine Learning, A.I., Predictive Analytics and IoT. The User Experience is next-gen consumer-grade, accessible via mobile, tablet and desktop.

GDPR Statement - https://www.sap.com/products/s4hana-erp.html#pdf-asset=e48dd993-df7c-0010-82c7-eda71af511fa&page=1

Features

  • 2Tier ERP opportunity to standardize business processes across multiple tiers.
  • Procure to Pay, including integration with Ariba Network.
  • Plan to Product, including inventory and maintenance management.
  • Order to Cash, including contract and receivables processing.
  • Project Services and discrete manufacturing, including time and expense management.
  • Administrative ERP with Core Finance, including cost management, profitability analysis.
  • Integration to SAP (e.g. SAP SuccessFactors) or non-SAP systems.
  • Artificial Intelligence with SAP Co-Pilot.
  • Extensibility via the HANA Cloud Platform (PaaS).
  • Extensible with SAP BusinessObjects Cloud and Digital Boardroom.

Benefits

  • Delivered through a software-as-a-service (SaaS) model.
  • Decreased procurement cost and maverick spend.
  • Best in Class financial, logistics and staffing services.
  • No version lock in, quarterly releases, with access to innovation.
  • Reduced days receivables and receivables write-offs.
  • Increased user productivity and more efficient user onboarding.
  • Organisational agility, based on a simpler IT architecture.
  • Short time to value (in as little as 12 weeks).
  • TCO reduction (IT administration and development costs).
  • More efficient projects and better project controlling.

Pricing

£44.00 to £590 per person per month

Service documents

G-Cloud 11

553230401296821

SAP UK Ltd

Phil King

+44 7584 333893

phil.king@sap.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints Quarterly or bi-annual upgrades, agreed scheduled downtime for updates. Customer are always on the latest version.
System requirements
  • HTML5 based browser (Broswer/Device Agnostic)
  • Internet connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Very high: Within one hour of case submission

High: Within four hours of case submission for SAP Enterprise Support, cloud edition customers and within two hours of case submission for SAP Preferred Success and SAP Preferred Care customers

Medium: Within one business day of case submission for SAP Enterprise Support customers, and within four business hours of case being received for SAP Preferred Success and SAP Preferred Care customers.

Low: Within two business days of case submission for SAP Enterprise Support customers and within one business day of case submission for SAP Preferred Success and SAP Preferred Care customers
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), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Support via chat during business hours in English language for non-Mission Critical Support issues
Web chat accessibility testing To be discussed and clarified during any active engagement.
Onsite support Yes, at extra cost
Support levels Maintenance support and system issues are supported by SAP direct, application support is provided via our partner channel and therefore costs are provided by them direct. Maintenance support is provided as part of the subscription cost and therefore not an extra cost.

24x7 for priority 1 and 2 issues. Non-Business Critical support is 8am to 6pm local time.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started SAP follows it's ACTIVATE methodology.

SAP Activate is the innovation adoption framework that expedites SAP S/4HANA implementations throughout the customer lifecycle. It offers ready-to-run digitized business and technology processes, guided configuration, and next-generation methodology.

https://www.sap.com/uk/services/s4hana-deployment.html
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction There are data download facilities to extract data if required
End-of-contract process When the contract ends the customer can either renew or revoke their agreement. Once the contract period is over, if a customer chooses not to renew the agreement they can stop subscriptions for the service at no additional cost.

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 Certain S/4HANA cloud APPs are available on Mobile and Tablet device.
API Yes
What users can and can't do using the API SAP's APIs enable the integration of on-premise, cloud-based and third-party solutions with the S/4HANA Cloud solution.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Customisation can be done on various levels:
Personalise - role driven changes where users can adapt their own screens to meet their needs.
Admin. adaptation - field additions and changes can be made to extend the functionality of the system.

SAP also provides side-by-side extensibility capabilities with the SAP Cloud platform which will allow customers to extend the functionality in a controlled manner, so the core of the application can still be updated as planned

Scaling

Scaling
Independence of resources S/4HANA Cloud is designed and developed from the outset to be a highly scalable application.

Server infrastructure inherited from proven SAP NetWeaver architecture and Cache infrastructure minimises load on central components, especially the database.

Application web servers are added automatically if the load becomes compromised.

SAP have full security and infrastructure information on this topic.

Analytics

Analytics
Service usage metrics Yes
Metrics types Dashboards and reports are available which detail service up-time and planned maintenance periods.

You can ensure the availability of the system is in accordance with the service level agreement of your contract.

Define, manage, and leverage consistent KPIs across all your business functions, create and manage reports, run analytical queries, and build predictive models.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

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 There are a number of methods for data extraction. The most common is excel download of reports or data sources.
Data export formats Other
Other data export formats
  • XML
  • XLSX
  • CSV
Data import formats Other
Other data import formats
  • XLSX
  • XML
  • CSV
  • 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% System Availability percentage during each month for production systems.
Approach to resilience Comprehensive SAP Data Centre information can be found at http://www.sapdatacenter.com/
Outage reporting SAP data centres maintain multiple connections to several power companies. Even if local power grid were to fail, the data centres supporting your SAP Cloud solution have an uninterruptible power supply for short-term outages and a diesel generator back-up for longer-term outages. Therefore, power interruptions or outages are extremely unlikely to affect customer data or solution access.

Any unplanned downtime will be alerted to customer via email.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels -Network Filtering IntrusionPrevension systems
-Web application firewall 2-factor Authentication
-Network Admission control proxies and content filtering
-Advanced threat management.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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 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 User-defined
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 Price Waterhouse Coopers (PWC)
ISO/IEC 27001 accreditation date 23rd March 2017
What the ISO/IEC 27001 doesn’t cover https://assets.cdn.sap.com/sapcom/docs/2016/01/08b81ca2-597c-0010-82c7-eda71af511fa.pdf
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • ISO/IEC 9001 Quality Management System
  • ISO/IEC 27001 Security Management System
  • ISO/IEC 22301 Business Continuity Management System
  • https://www.sap.com/corporate/en/company/quality.html
  • BS 10012 Personal Information Management System
  • ISO/IEC 20000 Service Management

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 SOC1 SSAE 16
SOC2
ISO22301
SOC 3 Reports
Information security policies and processes Assured by independent validation of assertion.
Cloud Trust Centre - https://www.sap.com/uk/about/cloud-trust-center.html

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 Vulnerability Management focuses on identifying, assessing and mitigating common vulnerabilities and configuration issues that might represent a potential risk to the integrity and security of systems or services. The following services are part of the Vulnerability Management System: Vulnerability Scanning, External Penetration Testing and Customer Performed Vulnerability Assessment.
Protective monitoring type Supplier-defined controls
Protective monitoring approach In SAP Cloud Business Applications, an automated monitoring system and operations personnel ensure the system availability 24x7. Security relevant events are logged and retained for 180days in a SIEM (Security Information and Event Management) system. CCTV footage is archived for at least 90 days (or maximum allowed by local law). Monitoring rooms are staffed 24x7.
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 SAP Cloud implements formal event reporting and follows escalation procedures if an information security incident occurs. Documented security incident response plans for the cloud solutions from SAP ensure that the best possible levels of service quality and availability is achieved. Security incidents are monitored and tracked by security specialists in cooperation with defined communication channels relating to customer until resolved.

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 £44.00 to £590 per person per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Start your SAP S/4HANA experience now with a free, 14-day trial. SAP S/4HANA is the next generation business suite designed to help you run simple in the digital economy
Link to free trial https://www.sap.com/cmp/oth/crm-s4hana/s4hana-cloud.html

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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