Customer Proposal Clarification

[Anilsai]

Hi CAA,

Could you please provide response to the queries raised by customer on submitted proposal ?

Question-1: Scalability - As noted in SAP R&R (B. Managed Infrastructure)document, scaling of compute and storage (Row 47, 50, 52,53) is categorized as Optional Services.  Could you clarify the process, for instance scaling up the system to accommodate growth or peak workloads?  For instance, with the current ECC6 system, we have seen an increase of compute and storage resources from time to time.

Question-2: Security - Is security monitoring (i.e., threat detection and response) and protection included by SAP at the application, OS, network layer?  What security features are provided for Hana on Azure?

Question-3: Quarterly recovery & testing - The quarterly recovery and testing requirement was advised by EY during their IT audit, and we have consistently complied with it ever since.  From a technical perspective, we are open to any option that effectively achieves the primary objective of verifying the integrity and recoverability of backups.  However, whether we continue with the same approach, given the additional cost of spinning up a sandbox, it is best to seek management's decision.  Next question, whose responsibility to provision the workload + data recovery?

Quesion-4: High-availability - Could you please verify the HA options for SAP Hana on Azure?  What are the built-in HA features for SAP Hana on Azure?

Question-5: Microsoft Data center - We have come across news that Microsoft is building a data center in Malaysia.  Should the Malaysia data center be operating in the near future, would it be possible for SOP to migrate the primary site from Singapore to Malaysia?

Question-6: Zero Trust solution - We have plans to implement Zero Trust Solution (with Zscaler being shortlisted) to secure the access from remote users.  Could you please verify whether the SAP team or customer will be responsible to provision the service (https://help.zscaler.com/zpa/connector-deployment-prerequisites)?  Additionally, do we need an extra subscription to support this workload? 

Br/Anilsai (PCA)

[Rin]

Dear PCA, 

Please refer to my answers below. 

Answer 1. To execute R&R items (services), you can raise a Service Request (SR) after consulting with the CDM/TSM or dCEM according to your support model. You may need a separate contract to raise a SR and conduct the tasks.

Answer 2.  Information regarding security are provided via SOC 2 report. As it is a customised report that is only provided to the customer directly, you should ask the customer to request a SOC 2 report at SAP Trust Center. 

Answer 3. If the point of the question is "who is responsible for the performance/efficiency of the test and recovery", it is counting on SAP ECS, as SAP ECS is performing the test and recovery. However, it may be also impacted by other variations such as the size of data and approach or timing of recovery - which is decided by the customer or partner.

Answer 4. Please refer to the Microsoft official websites explaining Service Healing. 

Answer 5. It is possible to change, but it will be provided as a charged service. Please reach out to the the dedicated contavt - CDM or dCEM for more information. Any downtime or additional cost may occur.

Answer 6. Please check on this point with ZScaler (If ZScaler is not supporting SUSE Linux, there is a possibility that SAP is also not supported). 

Hope this helps. 
Regards, Rin

[Anilsai]

Hi CAA,

Thanks for the response.

The responses are not clear. Customer is requesting more information, as this Q's are RISE SOP related and could you please provide detailed explanation.

Thank you

[Anilsai]

HI Rin,

[Anilsai]

Hi Rin,

Could you clarify:

Clarification Answer 1: The customer would like to understand the process of scalability in RISE PCE. Could you provide the system operating procedure for scalability?

Clarification Answer 2: Could you provide the security feature and function provided for HANA on Azure

Clarification Answer 3: Customer must comply with the audit for backup simulation for successful data restoration. For this, on RISE PCE, what is the process for backup/ restoration and the responsibilities between SAP and Customer for this activity.

Clarification Answer 4: High availability is standard services provided by SAP for RISE PCE, Could you provide “What kind of HA solution will be provided?