Pyramid Consulting SAS Managed Services SAP S/4 HANA on AWS

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MANAGED SERVICES:
S/4HANA on AWS

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Comprehensive Managed Service

S/4HANA on AWS

1. Core of the Service Proposal (What, Who and How)

The main objective of this proposal is to offer a Comprehensive Managed Service (AMS + BASIS L2/L3) for the SAP S/4HANA Cloud environment (RISE with SAP). This ensures continuous and proactive system management in activities that are not covered by standard SAP service and provides a unified entry point for functional and technical support.

Our mission is to strategically complement the RISE offering, providing expert support across the entire SAP application layer, HANA Database, efficient Help Desk management, and management of critical Integrations, ensuring maximum business continuity and performance optimization.

Element Definition
WHAT
(Service)		 Comprehensive AMS & BASIS 24/7 and Proactive Managed Services for SAP S/4HANA (Development, Quality and Production) systems operating under the RISE model. It includes the unified Service Desk, advanced BASIS support, specialized HANA Database management and Integrations administration. We cover the SAP application layer, the custom code, the HANA Database at the application level, acting as a single technical-functional interlocutor to solve any requirement or incident that arises.
WHO
(Provider)		 Pyramid Consulting (Partner SAP Silver) con un robusto pool de talento compuesto por equipos especializados en Soporte Funcional (AMS) y Consultores SAP BASIS altamente certificados en el ecosistema S/4HANA y HANA DB. Nos posicionamos como el punto de contacto central (SPOC), aprovechando nuestra experiencia en entornos híbridos para absorber la complejidad operativa del soporte y coordinar de manera fluida las resoluciones, tanto a nivel de aplicación con el cliente como a nivel de infraestructura con el soporte estándar de SAP.
HOW
(Mecchanism)		 24/7 managed services subscription model based on the ITSM/ITIL standard. This encompasses unified incident management (First-Level Help Desk), implementation of proactive support routines (EWA Analytics, Predictive Health Checks), rigorous problem management (RCA), and strict adherence to Service Level Agreements (SLAs) to ensure availability, optimal performance, and continuous improvement of SAP S/4HANA.

 

2. Key Components of the Comprehensive Service

Our proposal is organized into service modules to ensure full coverage of the SAP ecosystem in RISE, prioritizing the areas of greatest added value and risk:

2.1. Specialized Support BASIS (Operational Continuity and Evolution)

This is the pillar of technical management, focused on activities that directly impact application performance and are not part of SAP's standard BASIS service:

  • S/4HANA System Administration in RISE: Execution of advanced BASIS L2/L3 tasks, including the management of batch input profiles, the control and strategic application of SAP Notes (OSS Notes) and application-specific hotfixes (e.g. functional patches).
  • Proactive Monitoring and Performance Optimization: Implementation of a continuous monitoring model. Realization and analysis of EarlyWatch Alert (EWA) with the translation of findings into concrete action plans. Early detection and tuning of long-running jobs, transaction locks, and memory allocation management at the S/4HANA layer to prevent performance drops.
  • Transport Management and Change Release: Management of Transport Requests (TRs) and Customizing Requests in the SAP landscape, ensuring consistency, integrity of environments and compliance with customer change release windows.

2.2. Centralized Help Desk Management (SPOC)

We provide a unified Help Desk, acting as the main entry point for all users and requests, optimizing the user experience and resolution efficiency:

  • Single Point of Contact (SPOC) and L1/L2 Classification: The customer and its users report all incidents (functional, technical, integration) through a dedicated portal or channel. Our team performs the initial L1/L2 classification, resolving 70% of routine requests at the first level.
  • Incident, Request, and User Management: Classification, prioritization, and resolution of incidents according to impact and urgency. The team efficiently manages the creation, modification and monitoring of users (User Management), roles and basic profiles, in addition to other standard Service Requests such as interface reboots or specific report requests.
  • Coordinated and Intelligent Escalation with SAP: If an incident (e.g. high availability, OS issue) requires direct intervention from SAP, our BASIS/AMS team is responsible for the opening and total management of the ticket, acting as a technical filter, managing communication and SAP response times to mitigate the impact on the customer.
  • Reporting and Operational Transparency: Generation of a detailed Monthly Service Report (MRS) that includes key Help Desk KPIs (ART, ATT), volume of tickets per module and by criticality, and an executive summary of the Problems and Changes management executed.

2.3. Advanced Database Activities (SAP HANA DB)

HANA application-layer optimization activities are essential for sustained performance:

  •  HANA DB Continuous Performance Monitoring: Deep monitoring of database health through specialized tools, paying special attention to compression rate, fragmentation, and disk usage.
  • Query Optimization (Tuning) and Z-Code: L3 support crucial in identifying and recommending optimizations for slow queries (long running queries) generated by the S/4HANA application layer or custom code (Z). This includes analyzing indexes and rewriting SQL statements at the ABAP code level.
  • Space and Growth Management: Predictive monitoring of database growth and management of space cleanup tasks, such as reorganizing logs and tables. Our team coordinates with SAP to implement activities that require intervention in IaaS (which is SAP's responsibility) for resource expansion.

2.4. Integration and Connectivity with Third-Party Tools

The complexity of integrations demands a support service focused on data flow and connectivity:

  • Proactive Interface Management (qRFC/Trfc/IDoc): Constant monitoring of the processing queues of critical interfaces and message types used in communication between S/4HANA and external systems (e.g. legacy on-premise systems, CRMs, or e-commerce platforms).
  • Edge Connectivity Support: Specialized L2 support for customer connectivity to the RISE environment, including continuous validation and troubleshooting at the customer's perimeter network layer (e.g. VPN or Direct Connect), ensuring that the connection to the RISE environment is always operational.
  • Integration Tools Support: In case of using complementary tools such as SAP BTP (Business Technology Platform) or SAP PO/PI to orchestrate interfaces, we provide BASIS/AMS support to ensure the connectivity and health of the defined communication channels and integration scenarios.

2.5. Upgrades (Upgrades, Patches and Release Management)

Ensuring that the system is kept secure, up-to-date, and aligned with the SAP roadmap is a proactive and essential service:

  • Strategic Security Patch Management: Planning, coordination, and execution of the application of SAP Security Notes that directly impact the S/4HANA application layer and Z code, minimizing exposure to vulnerabilities.
  • Leadership in the Coordination of Release Upgrades: We assume the technical coordination and execution of the activities before and after the mandatory S/4HANA Release Upgrades (e.g.Feature Packs). This includes assessing the impact of the Upgrade on the customer's custom code (using tools such as Custom Code Migration), technical regression testing, and intensive support during the maintenance window to ensure a quick and stable return to productive operation.
  • Obsolescence Management: Support in the identification of deprecations and the planning of their migration to new native S/4HANA or SAP BTP solutions, ensuring that the client takes advantage of the latest innovations.

3. Service Level Agreements (SLAs) and Co-Responsibility

Element Key Detail and Extended Responsibility
Clarified Co-Responsibility Model (Single SPOC) Partner (Pyramid): Responsible for all the Service Desk (SPOC) for the client, the BASIS L2/L3 advanced application, functional support (AMS), Database management (Tuning at the application level) and the administration of Integrations.
SAP (RISE): Responsible for the Infrastructure (IaaS), the OS, the Database (Installation, Backup, Patching at DB level), and the basic BASIS L1/L2 of the infrastructure. Our team acts as the master coordinator between the customer and SAP.
ANS for Criticality Our SLAs are governed by the criticality of the incident, covering from the response time to the resolution objective:
High Criticality (P1 - Business Process Blocked) Response Time (TR): < 15 minutes (initial contact).
Attention: 24x7 (immediate).
Resolution Objective (TTR): < 4 hours. Our team ensures activation of L3 technical resources and escalation to SAP if necessary to meet this goal.
Medium Criticality (P2 - Significant Impact/Performance Degradation) Response Time (TR): < 60 minutes (initial contact).
Attention: 24x5 (or 24x7 depending on specific contract).
Resolution Objective (TTR): Negotiated based on RCA (Root Cause Analysis) outcome for recurrent or complex P2s, with a defined action plan within 24 hours.
Low Criticality (P3/P4 - Requests/Inquiries) Response Time (TR): < 120 minutes.
Attention: 8x5. Resolution Objective (TTR): Agreed with the user or defined in the service catalogs for Standard Requests (e.g. user creation, service report).
Service Report Generation of a detailed Monthly Service Report that evaluates compliance with SLAs and quality of service indicators (KPI's), presented in the service follow-up meeting with the Account Manager.