Common MS

SAP Hybris Commerce

SAP Hybris Commerce Cloud is the industry leading omni-channel commerce solution for organizations of all sizes. It integrates digital and physical customer touchpoints onto a single, robust platform for a contextual customer experience


  • Product Content Management
  • Web Content Management
  • Order Management for Commerce
  • Search and Merchandising
  • Advanced Personalisation
  • Account Intelligence
  • Mobile


  • Transact with customers across all channels and touchpoints
  • Drive revenue and growth through digital channels
  • Diversify strategy via testing new markets
  • Know your customer


£400000 to £450000 per unit per month

  • Education pricing available

Service documents


G-Cloud 11

Service ID

8 0 7 0 7 7 9 2 4 0 9 8 9 0 6


Common MS

Samina Baig

+44 7768581576

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints There are no constraints that we are aware of for either regular mandated maintenance not hardware (as hardware is included as part of the Cloud offering).
System requirements
  • Internet connectivity
  • HTML Compatible
  • Android and iOS supported for mobile application

User support

User support
Email or online ticketing support Email or online ticketing
Support response times SLAs are agreed with Customers. Weekend SLAs may be different but again will be agreed with 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 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Subject to contract: Customer will select a level of support upon signing a contract, whereby each level adheres to differencing SLAs. These can be discussed during the sales process and the most suited one will be advised to the customer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide end-user, approver and administrator training to the client project team as part of every professional implementation project. This is provided at no additional cost and follows a train the trainer methodology. This training is delivered as a combination of self-paced online training and remote, web-based, instructor led training. This training is provided by the consultants assigned to the project. Most of our clients take the training provided as a part of the implementation project and then in turn, provide training to their end users, approvers and administrators. Additional training options are available, if interested at extra cost.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Data will be returned in accordance with the Business Services Agreement, alternatively, extended access for data extract purposes can be arranged at cost.
End-of-contract process Customers may extend the Subscription Term for up to 90 days by notifying SAP Hybris at least 30 days prior to the effective date of termination or expiration and paying subscription fees for such extension period. During this 90 day period, customers will be able to download their data. After 30 days, the data is purged from our systems. Data remains on encrypted backup tapes for one year until the tapes are rotated out. Upon termination of a customer relationship, we will destroy all customer data. We will also return data to a former customer in accordance with the terms of the Business Services Agreement between the parties.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Some functional differences.
Service interface No
What users can and can't do using the API Hybris supports various tools and interfaces to accommodate all major types of integration strategies.Includes time-critical processes like stock availability checks, order transactions, delivery updates or risk management which have to be handled synchronously in correspondence with backend systems.SAP Hybris Data Hub provides a flexible, scalable, and service-oriented solution to simplify and speed up data integration efforts (import and export) between Hybris and external data storage solutions and systems, such as ERP, PLM, CRM, etc.For synchronous data transfer, our software takes advantage of modern industry standards like Web Services and API calls, e.g.: Web Services API, REST (XML over HTTP) API, Java API, and also any real-time integration middleware can be used.Batch integration via scheduled import/exports in one of the following formats: XML, CSV, RDMS table access.The files could be transmitted via one of the following ways: file share, FTP, HTTP (see REST API above), Messaging Middleware (e.g. JMS), e-mail (not advised but possible).The SAP Hybris Commerce Platform also offers the Omni Commerce Connect Module (OCC) which is a next-generation commerce API that offers a broad set of commerce and data services which enable you to use and leverage the complete SAP Hybris Commerce functionality anywhere in your existing application landscape.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The solution is a highly configurable application providing our customers the ability to quickly and easily modify data elements.


Independence of resources SAP Hybris solutions are structured such that scalability is unlimited. SAP Hybris conducts exhaustive benchmark testing to establish requirements to sustain customer availability and performance commitments


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


Supplier type Reseller providing extra 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 No
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
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach We support many integration points. By delivering flat files and/or utilising web services for integration, we allow our clients to easily determine their own approach for integration into their back-office systems. Electronic files are exchanged at our hosted FTP site, using PGP encrypted FTPS or SFTP.
Data export formats
  • CSV
  • Other
Other data export formats
  • HTML
  • PDF
  • Microsoft Excel
  • Text
  • XML
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • Excel

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks PGP encryption of batch files, exchanged via SFTP/FTPS.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 99.5% System Availability percentage during each month, assured by contractual commitment
Approach to resilience Any unplanned downtime will be alerted to customer via email and customer support portals.
Outage reporting SAP data centers maintain multiple connections to several power companies, making a complete power outage highly unlikely. Even if the local power grid were to fail, the data centers supporting your SAP Cloud solution have an uninterruptible power supply for short-term outages, and a diesel generator backup power supply for longer-term outages. Therefore, power interruptions or outages are unlikely to affect customer data or solution access.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Username or password
  • Other
Other user authentication Other user authentication
Access restrictions in management interfaces and support channels At least every 6 months
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
  • 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 User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Payment Software Company, Inc. (PSC)
PCI DSS accreditation date 17/01/2018
What the PCI DSS doesn’t cover Compliant:All sections of the PCI DSS ROC are complete, all questions answered affirmatively, resulting in an overall COMPLIANT rating; thereby SAP SE(DBA SAP Hybris)has demonstrated full compliance with the PCI DSS.
Other security certifications Yes
Any other security certifications SSAE16/ISAE3402

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 Other security governance standards
Information security policies and processes SAP Hybris has established formal security policy documents as including: - Corporate Security Policy. This is a general policy document that describes fundamental security policies for all SAP Hybris personnel. - Technical Security Policy. This is a technical policy document intended primarily for SAP Hybris personnel who design, build, or operate information systems. - Sensitive Information Policy. This is an information classification policy and handling procedures document. - Privacy Policy. This is SAP Hybris public privacy policy statement. - Site Classification Policy. This is a site classification policy that specifies the controls required in various data centres and work centres. These policies and associated procedures are examined by SAP Hybris internal and external auditors, and are available for customer review. Assured by independent validation of assertion. Cloud Trust Centre -

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, 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 known 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 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 180 days in a SIEM (Security Information and Event Management) system. CCTV footage must be archived for at least 90 days (or maximum allowed by local law) • Monitoring room to be staffed 7x24
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 level 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. A Security Breach is a confirmed security incidents 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 unauthorised 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


Price £400000 to £450000 per unit per month
Discount for educational organisations Yes
Free trial available No

Service documents

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