Roles and Responsibilities

Using the appliance delivery model it is necessary to define which tasks, concepts, and procedures are necessary for the ongoing operation of the SAP HANA appliance software and who is responsible in each case.

  • Tasks and Responsibilities

    The following table gives an overview of tasks and who is responsible for the task. It includes information on:
    • What SAP is responsible for and what SAP supports
    • What the SAP hardware partners do
    • What the customer is asked to do.
    Phase Task Responsible
    Provisioning/Setup    
      Installation of Hardware Hardware Partner
      Installation of Operating System Hardware Partner
      Installation of SAP HANA Platform Hardware Partner
      Adding additional SAP HANA database instances (MCOS) Customer
      Data Source Connectivity Customer
      Installation of SMD Agent Customer
    Maintenance    
      Patching of Firmware Customer (*)
      Patching of Operating System Customer (*)
      Patching of SAP HANA platform components Customer
      Patching of peripheral components Customer
      Upgrade of Operating System Customer (*)
      Update of SAP HANA platform components Customer
    Operations    
      General administration of SAP HANA database Customer
      Backup and Recovery Customer
      Bare Metal Recovery Customer
      SAP HANA System Monitoring Customer
      SAP HANA Database Monitoring Customer
      Installation of third party software components Customer
    Support    
      Issue Handling Process SAP, Customer (*), (**)

    (*) The customer is generally responsible for maintenance of the SAP HANA system. If the customer has a special support agreement with the hardware partner, maintenance may be the responsibility of the hardware partner.

    (**) SAP is the main point of contact and distributes all issues within the support organization by default, as is the case for other SAP applications. If the customer has defined special support agreements with the hardware partner, the customer should contact the hardware partner directly in the case of obvious hardware or operating system issues. If no agreements have been made neither SAP nor the hardware partner are responsible for the installation, maintenance and possible adjustment of external software installed on the SAP HANA system.

  • Schedule - When and how often should each task be performed? What tasks are to be performed during ongoing operation, such as regular checks and periodic tasks? What tasks must be performed on demand and in special situations?

  • Procedures - How can each task be performed? Several tools and transactions can be used for administering and monitoring SAP HANA.

A SAP HANA appliance can only be obtained from a certified SAP hardware partner, for more information see:

  • SAP Certified Appliance Hardware for SAP HANA
  • PAM

For more information on supported software and hardware platforms refer to the SAP Product Availability Matrix (search for "HANA"), and the SAP HANA Master Guide on the SAP Help Portal.