SAP UK Ltd

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

G-Cloud 10

912329555446417

SAP UK Ltd

Phil King

+44 7584 333893

phil.king@sap.com

Service scope

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

User support
Email or online ticketing support Email or online ticketing
Support response times For ticketing via our online ticketing support our response times vary based upon issue severity as follows: Priority 1 (Very High): Initial response within one hour of case submission. Priority 2 (High): Initial response within four hours of case submission. Priority 3 (Medium): Initial response within one business day of case submission. Priority 4 (Low): Initial response within two business days of case submission.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AAA
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 WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing Global Testing
Onsite support Onsite support
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 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
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.
Accessibility standards WCAG 2.0 AAA
Accessibility testing SAP Hybris Commerce modules provide you with a flexible solution that you can easily customize to match specific requirements. The Hybris presentation layer can support user experience frontend site designs that are designed for accessibility.

For more information, please see : https://experience.sap.com/basics/accessibility-user-experience/
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

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

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 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 monthsNetwork 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 No
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 - https://www.sap.com/uk/about/cloud-trust-center.htm

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

Pricing

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

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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