cbs | SAP Basis Support Questionnaire

Questionnaire SAP Basis Support

1. Contact Information...........................................................................................2

2. Organizational Information...............................................................................2

3. Landscape Information......................................................................................3

4. Proposal Facts....................................................................................................5

5. Further Comments.............................................................................................5

6. Contact.................................................................................................................5

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cbs | SAP Basis Support Questionnaire

1. Contact Information
CUSTOMER INFORMATION
Company:      
Address:      
Contact person:      
Telephone:       Fax:      
E-mail:      
Contact Date:      
Contact Initiator:      

2. Organizational Information
ORGANIZATIONAL INFORMATION
SAP Systems existing ? Yes / No      

SAP Installation planned ? Yes / No      

> Installation done by ? Customer / cbs / Other      

SAP Operation ? inHouse / Outsourcing /      

Other

> Operation done by ? Customer Department /      

Outsourcing Partner /
Other

> 1st Level Support (User, Customer CC /      

Authorizations, Transport Outsourcing Partner /
Request …) done by ? Other

> 2nd, 3rd Level Support (Problem, Customer CC /      

Error Analysis ..) done by ? Outsourcing Partner /
Other

SAP Operation SLAs defined ? Reaction times,      

Availability, Support
Hours

Comments Actual pain points,      

wishes

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cbs | SAP Basis Support Questionnaire

3. Landscape Information
GENRAL INFORMATION
Solution Manager SystemID SOL SystemID      
existing
Release 7.0 EHP1 Release      
to be installed SP20
use cbs SolMan
OS / DB Win2003 / OS / DB      
Ora10g

System 1 SystemID DEV SystemID      

existing
Product ERP Product      
to be installed
Release 6.0 EHP3 Release      

OS / DB Win2003 / OS / DB      
Ora10g

DB Size 150 GB DB Size      

Users 100 Users      

System 2 SystemID QAS SystemID      

existing
Product ERP Product      
to be installed
Release 6.0 EHP3 Release      

OS / DB Win2003 / OS / DB      
Ora10g

DB Size 150 GB DB Size      

Users 50 Users      

System 3 SystemID PRD SystemID      

existing
Product ERP Product      
to be installed
Release 6.0 EHP3 Release      

OS / DB Win2003 / OS / DB      
Ora10g

DB Size 400 GB DB Size      

Users 50 Users      

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cbs | SAP Basis Support Questionnaire

System 4 SystemID DBI SystemID      

existing
Product BI Product      
to be installed
Release 7.0 EHP1 Release      

OS / DB Win2003 / OS / DB      
Ora10g

DB Size 300 GB DB Size      

Users 50 Users      

System 5 SystemID PBI SystemID      

existing
Product BI Product      
to be installed
Release 7.0 EHP1 Release      

OS / DB Win2003 / OS / DB      
Ora10g

DB Size 300 GB DB Size      

Users 150 Users      

System 5 SystemID PBI SystemID      

existing
Product BI Product      
to be installed
Release 7.0 EHP1 Release      

OS / DB Win2003 / OS / DB      
Ora10g

DB Size 300 GB DB Size      

Users 150 Users      

System 7 SystemID PBI SystemID      

existing
Product BI Product      
to be installed
Release 7.0 EHP1 Release      

OS / DB Win2003 / OS / DB      
Ora10g

DB Size 300 GB DB Size      

Users 150 Users      

Backup e.g.Symantec      

BackupExec

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cbs | SAP Basis Support Questionnaire

4. Proposal Facts
The following aspects should be covered by the proposal:

ORGANIZATIONAL INFORMATION
Proposal Coverage Installation Installation HA* Installation
Operation Operation
Support Support

Support SLA Default Default

(Support 9x5, NBD) (Support 9x5, NBD)
Custom Custom      

Incidents (Problems) per-call per-call

50 Included p.a. 50 Included p.a.
Custom Custom.      

SAP Backup use existing use existing

monitor existing monitor existing
provide Backup provide Backup

SAP Support Start Date 01.06.2010      

SAP Support Duration 12,24,36 months      

Comments Any comments ? special      

contract facts ?

* HA = High Availability

5. Further Comments
     

6. Contact
Please fill out the form and send it to support.offer@cbs-consulting.com.

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