Common MS

SAP Hybris Marketing

SAP Hybris Marketing enables marketers to develop a deeper understanding of customers,to know what they have done, what they may do, and most importantly what they are doing now. Gain real-time insights into the context of each customer, and leverage these insights to deliver highly individualized customer experiences across channels.

Features

  • Open Platform can connect with 3rd Party systems
  • Out of the box integration
  • Real time analytics
  • Predictive analytics
  • Powerful Analytics

Benefits

  • Leverage sentiment and predictive analysis
  • Execute your marketing campaigns across all channels
  • Dynamically capture and enrich customer profiles across all sources
  • Manage all marketing from one platform
  • Plan and manage automatically your budgets in a single view
  • Know your customer

Pricing

£2500 to £2800 per unit per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

8 8 2 4 6 9 8 0 4 5 1 1 0 8 0

Contact

Common MS

Samina Baig

+44 7768581576

samina.baig@commonms.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
SAP Hybris Commerce
Cloud deployment model
Public cloud
Service constraints
Maintenance: Regarding planned maintenance (e.g. for regular maintenance or major upgrades), please refer to the Service Level Agreement for SAP Cloud Services. Hardware Configurations: SAP Hybris Marketing is a Cloud solution and browser based. Minimum desktop and laptop hardware requirements are: - Processor: Intel Core 2 Duo (2.4 GHz with a 1066 megahertz {MHz} front-side bus) or better - Memory: 6 gigabytes (GB), or more Upgrades: SAP Hybris Marketing goes through a quarterly upgrade cycle to ensure customers have access to the most recent functionality and are secure as possible. Customers get notification of this upgrade 3-4 weeks before.
System requirements
  • Intel Core 2 Duo or better
  • 6 Gigabytes Memory
  • Android and iOS supported for mobile application
  • Internet Connectivity

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

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

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 minor functional and design differences but generally a seamless integration.
Service interface
No
API
Yes
What users can and can't do using the API
SAP Hybris Web Service APIs enable the integration of on-premise, cloud-based, and third-party solutions with SAP Hybris. With the prebuilt web services, users can leverage these to connect to 3rd party applications without the need for additional software.
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.

Scaling

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

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

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

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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 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 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

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

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

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

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
SSAE16/ISAE3402

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 - https://www.sap.com/uk/about/cloud-trust-center.htm

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

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

Connection to public sector networks
No

Pricing

Price
£2500 to £2800 per unit per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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