云SAP解决方案Cloud SAP Solutions

为企业提供全方位的SAP迁移和监控运维解决方案，确保SAP系统的稳定运行和高效管理Providing comprehensive SAP migration and monitoring operation solutions for enterprises, ensuring stable operation and efficient management of SAP systems

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方案概述Overview

云SAP解决方案简介Cloud SAP Solutions Introduction

提瑞科技提供全面的云SAP解决方案，帮助企业顺利实现SAP系统的云化转型。基于多年的行业经验和专业技术，我们为客户提供端到端的SAP云解决方案，确保SAP系统在云环境中稳定、高效运行。Trisfal Technology provides comprehensive cloud SAP solutions to help enterprises smoothly achieve cloud transformation of SAP systems. Based on years of industry experience and professional technology, we provide end-to-end SAP cloud solutions for customers, ensuring stable and efficient operation of SAP systems in the cloud environment.

服务介绍Services

全方位SAP云解决方案Comprehensive SAP Cloud Solutions

我们提供从SAP系统迁移到云环境，到日常监控运维的全生命周期服务，确保您的SAP系统在云环境中稳定高效运行We provide full lifecycle services from SAP system migration to cloud environment to daily monitoring and operation, ensuring stable and efficient operation of your SAP system in the cloud environment

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SAP迁移服务SAP Migration Services

  • 从本地到云环境的平滑迁移Smooth migration from on-premises to cloud environment
  • 迁移前评估与规划Pre-migration assessment and planning
  • 迁移过程监控与风险控制Migration process monitoring and risk control
  • 迁移后优化与验证Post-migration optimization and verification
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SAP BASIS运维SAP BASIS Operations

  • 用户管理与权限配置User management and permission configuration
  • 系统管理与后台作业调度System management and background job scheduling
  • 系统补丁与升级管理System patch and upgrade management
  • 系统性能监控与优化System performance monitoring and optimization
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SAP业务运维SAP Business Operations

  • 业务流程支持与优化Business process support and optimization
  • 报表开发与定制Report development and customization
  • 接口开发与集成Interface development and integration
  • 业务数据管理与分析Business data management and analysis
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SAP云资源管理SAP Cloud Resource Management

  • 云资源规划与配置Cloud resource planning and configuration
  • 云资源成本优化Cloud resource cost optimization
  • 云环境安全管理Cloud environment security management
  • 云服务级别管理Cloud service level management

服务方式与迁移流程Service Methods and Migration Process

服务方式Service Methods

主动运维Proactive Operations

通过提瑞1Glance智能诊断平台，主动发现问题并触发告警Proactively discover issues and trigger alerts through Trisfal 1Glance intelligent diagnostic platform

远程支持Remote Support

通过VPN等远程方式对客户系统进行诊断和故障排除Diagnose and troubleshoot customer systems through remote methods such as VPN

现场支持On-site Support

提供现场服务以支持特殊业务节点Provide on-site services to support special business nodes

SAP迁移工作流SAP Migration Workflow

云架构设计Cloud Architecture Design

云产品选型、设计云上网、安全、高可用和灾备、优化原有系统架构Cloud product selection, cloud network design, security, high availability and disaster recovery, optimize existing system architecture

云平台交付Cloud Platform Delivery

计算资源部署、网络配置、安全产品部署、云上高可用部署及测试验证Compute resource deployment, network configuration, security product deployment, cloud high availability deployment and test verification

系统迁移System Migration

根据不同客户场景制定迁移方案、制定系统停机窗、分析需要的资源Develop migration plans based on different customer scenarios, set system downtime windows, analyze required resources

运维各阶段交付文档Deliverables at Each Operation Stage

阶段Stage 交付文档Deliverables
体系搭建System Establishment
  • 运维管理办法与制度文件Operation management methods and system documents
  • 运维组织结构、岗位职责及人员配备建议Operation organizational structure, job responsibilities and staffing recommendations
  • 运维核心流程设计及相关文档模板Core operation process design and related document templates
  • 服务台操作手册Service desk operation manual
运维交接Operation Handover
  • 交接测试报告Handover test report
  • 上线后支持阶段遗留问题清单List of遗留 issues during post-launch support phase
  • 运维交接验收单，其中需要确认接收到的系统实施文档Operation handover acceptance form, which needs to confirm received system implementation documents
运维前期Early Operation Stage
  • 服务水平报告/能力水平报告等等Service level report/capability level report, etc.
运维后期Late Operation Stage
  • 运维遗留问题清单List of operation legacy issues
  • 运维期间系统变更、传输清单System change and transfer list during operation
  • 新功能开发说明书、测试文档、操作手册清单New feature development specifications, test documents, operation manual list
  • 其他运维期间变更的系统实施文档清单List of other system implementation documents changed during operation

服务保障（SLA）Service Level Agreement (SLA)

优先级Priority 紧急程度Urgency 定义Definition 响应时间Response Time 问题处理Issue Handling
1 非常紧急Very Urgent 由于SAP系统异常宕机导致生产业务暂停；由于SAP系统出现的技术问题导致月结/年结异常，关键业务中断Production business suspended due to SAP system abnormal downtime; monthly/year-end closing abnormalities due to SAP system technical issues, key business interruption 0.5小时h 至少每1小时更新一次，直至问题解决Update at least every 1 hour until the issue is resolved
2 一般性General 系统异常类处理，比如业务功能异常、客制化程序异常、传输异常、Dump, 作业异常、接口调用异常、备份异常等；性能类问题处理，比如程序响应慢，作业运行慢，系统登录慢等；非生产问题处理，比如开发系统异常停机，测试系统备份异常等System exception handling, such as business function exceptions, custom program exceptions, transport exceptions, Dump, job exceptions, interface call exceptions, backup exceptions, etc.; performance issue handling, such as slow program response, slow job running, slow system login, etc.; non-production issue handling, such as development system abnormal downtime, test system backup exceptions, etc. 2小时h 至少每4小时更新一次，直至问题解决Update at least every 4 hours until the issue is resolved

注：Note: 1. 以上时间均扣除非工作时间等待客户反馈及第三方反馈时间；2. 每天按照8小时工作时间计算；3. 工作时间为9:00—18:00，按照国家节假日休息；4. 对"紧急"问题我们尽可能提供7*24小时电话服务1. All above times exclude non-working hours waiting for customer feedback and third-party feedback time; 2. Calculated based on 8 hours working time per day; 3. Working hours are 9:00-18:00, rest according to national holidays; 4. We provide 7*24 hour telephone service for "urgent" issues as much as possible

BASIS运维管理服务内容BASIS Operation Management Services

服务类别Service Category 服务内容Service Content
用户管理User Management
  • SAP/数据库用户创建/修改/删除SAP/database user creation/modification/deletion
  • 角色创建/修改/删除Role creation/modification/deletion
系统管理System Management
  • 系统年度/月度运行报告System annual/monthly operation report
  • 负载均衡管理Load balancing management
  • 后台作业管理Background job management
  • 语言包导入、集团拷贝Language package import, client copy
  • 测试系统数据定期覆盖Regular test system data coverage
  • SAP系统审计支持SAP system audit support
数据库管理Database Management
  • 数据库资源监控Database resource monitoring
  • 数据库性能优化Database performance optimization
  • 数据库备份策略梳理、优化Database backup strategy organization and optimization
  • 数据库健康检查Database health check
  • 数据库恢复Database recovery
变更管理Change Management
  • 变更请求释放Change request release
  • 变更请求传输Change request transport
软件生命周期管理Software Lifecycle Management
  • SAP Note 应用SAP Note application
  • SAP kernel 升级SAP kernel upgrade
  • SAP 安全漏洞修复SAP security vulnerability fix
  • 补丁包导入Patch package import
  • 数据库小版本升级Database minor version upgrade
业务持续性管理Business Continuity Management
  • 梳理整体SAP系统架构Organize overall SAP system architecture
  • 系统架构优化System architecture optimization
  • 应用及数据库高可用管理/优化Application and database high availability management/optimization
SAP原厂服务支持SAP Original Service Support
  • 配置SAP远程连接Configure SAP remote connection
  • SAP服务用户(S-user) 管理SAP service user (S-user) management
  • 协调沟通SAP全球技术支持中心问题处理Coordinate communication with SAP global technical support center for issue handling
  • 配合安排持续改进 (CQC) 服务Coordinate arrangement of Continuous Quality Check (CQC) services

SAP业务/开发运维服务范围SAP Business/Development Operation Service Scope

服务类别Service Category 服务内容Service Content
业务运维Business Operations
  • SAP标准功能问题的处理Handling of SAP standard function issues
  • 功能配置纠错Function configuration error correction
  • 业务功能配置变更Business function configuration changes
  • 系统应用的梳理与优化System application organization and optimization
  • 新业务流程、新需求进行业务流程的分析和优化Analysis and optimization of business processes for new business processes and requirements
  • 业务流程问题支持Business process issue support
开发运维Development Operations
  • SAP增强（及Add-on）的问题处理Issue handling for SAP enhancements (and Add-ons)
  • SAP系统的优化开发，包括原报表调整、功能增强、原流程调整以及由此引起的测试、开发等Optimization development of SAP systems, including original report adjustment, function enhancement, original process adjustment, and resulting testing, development, etc.
  • 定制报表开发Custom report development
  • 接口问题诊断与开发Interface issue diagnosis and development
  • 开发、配置文档更新Development and configuration document updates
  • 业务功能高峰支持Business function peak support
  • 培训及知识转移Training and knowledge transfer

云资源服务范围Cloud Resource Service Scope

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云资源运维Cloud Resource Operations

服务类别Service Category 服务内容Service Content
计算服务Compute Services 云服务器 ECS 实例的创建、配置、监控和维护Creation, configuration, monitoring and maintenance of ECS instances
存储服务Storage Services 对象存储 OSS、块存储 EBS、文件存储 NAS 的管理和优化Management and optimization of OSS, EBS, NAS storage services
网络服务Network Services VPC 网络配置、负载均衡 SLB、NAT 网关、弹性公网 IP 管理VPC configuration, SLB, NAT gateway, EIP management
数据库服务Database Services RDS 数据库的部署、监控、备份、性能优化和故障处理Deployment, monitoring, backup, performance optimization and troubleshooting of RDS databases
安全服务Security Services 安全组配置、DDoS 防护、Web 应用防火墙、堡垒机等安全服务管理Security group configuration, DDoS protection, WAF, bastion host and other security services management
备份与容灾Backup and Disaster Recovery 云备份策略制定、快照管理、跨区域容灾方案实施Cloud backup strategy formulation, snapshot management, cross-region disaster recovery implementation