Task
Responsible
Installation of third party software
components
Customer
Support
Customer
Issue Handling Process
SAP, Customer
11
1
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 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.
During installation and startup, the hardware, operating system, and SAP HANA Platform are installed in
the Factory Express and On-site startup services.
During provisioning and startup, Hewlett Packard Enterprise, another party, or the customer may add
additional SAP HANA database instances and data source connectivity.
During ongoing maintenance and operations, the maintenance and update activities are dependent upon
the support agreement with Hewlett Packard Enterprise and SAP.
Hewlett Packard Enterprise SAP Consulting is available to help with additional configuration requirements
such as high availability, disaster recovery, backup and recovery strategies, connectivity with other SAP
solutions, and so on.
Support
Hewlett Packard Enterprise provides support services to help protect your investment in this appliance.
Contacts for support services for the software and firmware updates for the appliance are provided in
your support agreement.
CS500 Scale-up tools
Tools such as HPE Insight Remote Support (IRS) might require installation on a separate Microsoft
Windows server before some support tasks can be run. These tools are subject to the site security
requirements and network protocol. Follow all security protocols, and if approved, apply the approved
security and anti-virus processes before exposing the system to the external network, and before
connecting to an internet domain or downloading software to the system.
SAP HANA Studio
SAP HANA Studio is the tool used for general administration and monitoring functions related to SAP
HANA. The system includes a Linux version of SAP HANA Studio that is installed on the delivered
appliance.
To install SAP HANA Studio, see the SAP HANA Studio Installation Guide. You also need to download
Java JRE to run this tool on the CMS. Many administrative functions are provided by SAP HANA Studio.
Follow the instructions available in the SAP HANA Administration Guide and the SAP HANA Update and
Configuration Guide, as needed. For more information, see "References."
YaST
YaST (Yet another Setup Tool) is the operating system setup and configuration tool for the SLES
distribution. Use this tool to perform normal operating system maintenance. For RHEL, refer to the
Red
Hat Enterprise Linux System Administrator Guide
.
Maintenance and operations tasks and responsibilities
15
