ADENDUM SAP S/4HANA CLOUD, PRIVATE OPTION UNTUK SYARAT DAN KETENTUAN TAMBAHAN SAP HANA ENTERPRISE CLOUD

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1 SAP S/4HANA CLOUD, PRIVATE OPTION ADDENDUM TO SAP HANA ENTERPRISE CLOUD SUPPLEMENTAL TERMS AND CONDITIONS ADENDUM SAP S/4HANA CLOUD, PRIVATE OPTION UNTUK SYARAT DAN KETENTUAN TAMBAHAN SAP HANA ENTERPRISE CLOUD The additional supplemental terms and conditions in this S/4HANA Cloud, private option addendum ( S/4HANA Private Addendum ) are part of the SAP HANA Enterprise Cloud Supplemental Terms and Conditions ( HEC Supplement ) and apply, in addition to the terms and conditions in the HEC Supplement, solely if Customer is purchasing a subscription to SAP S/4HANA Cloud, private option. Syarat dan ketentuan tambahan dalam adendum S/4HANA Cloud, private option ( Adendum S/4HANA Private ) ini adalah bagian dari Syarat dan Ketentuan Tambahan SAP HANA Enterprise Cloud ( Tambahan HEC ) dan berlaku, sebagai tambahan untuk syarat dan ketentuan dalam Tambahan HEC, hanya jika Pelanggan membeli langganan untuk SAP S/4HANA Cloud, private option. A. SAP S/4HANA Cloud, Private Option: HEC Services A. SAP S/4HANA Cloud, Private Option: Layanan HEC 1. DEFINITIONS 1. DEFINISI SAP S/4HANA Cloud, private option Application Services ( S/4HANA Private AM Services )/ Layanan Manajemen Aplikasi SAP S/4HANA, Cloud, private option ( Layanan AM S/4HANA Private ) SAP S/4HANA Cloud, private option/ SAP S/4HANA Cloud, private option The post implementation application support as described in Section B of this addendum for a Customer's S/4HANA Cloud Private Option Environment, and provided as part of the Cloud Services which Customer has purchased pursuant to an Order Form. S/4HANA Private AM Services shall be understood to be included in the definition of Services and Cloud Services as those terms are used in the Agreement./ Dukungan aplikasi pasca implementasi sebagaimana dijelaskan dalam Pasal B adendum ini untuk Lingkungan S/4HANA Cloud Private Option milik Pelanggan, dan diberikan sebagai bagian dari Layanan Cloud yang telah dibeli Pelanggan sesuai dengan Formulir Pemesanan. Layanan AM S/4HANA Private harus dipahami sebagai termasuk dalam definisi Layanan dan Layanan Cloud sebagaimana digunakannya syarat-syarat tersebut dalam Perjanjian. A package of services provided to Customer pursuant to an Order Form and consisting of HANA Enterprise Cloud Services (including the specific Subscription Software included in the package as set forth herein), Enterprise Support and S/4HANA Private AM Services. SAP S/4HANA Cloud, private option covers the following packages as listed in the Order Form:/ Paket layanan yang diberikan kepada Pelanggan sesuai dengan Formulir Pemesanan dan terdiri dari Layanan HANA Enterprise Cloud (termasuk Perangkat Lunak yang Dilanggankan khusus yang tercantum dalam paket tersebut sebagaimana tercantum dalam dokumen ini), Enterprise Support dan Layanan AM S/4HANA Private. SAP S/4HANA Cloud, private option mencakup paket berikut sebagaimana tercantum dalam Formulir Pemesanan: SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 1 of 15

2 SAP S/4HANA Enterprise Cloud, private option SAP S/4HANA Finance Cloud for receivables management, private option, prof user SAP S/4HANA Finance Cloud for receivables management, private option, limited user SAP S/4HANA Finance Cloud for shared services framework, private option SAP BusinessObjects Planning and Consolidation for SAP S/4HANA Cloud, private option, standard edition SAP BusinessObjects Planning and Consolidation for SAP S/4HANA Cloud, private option, upgrade edition SAP S/4HANA Finance Cloud for cash management, private option SAP S/4HANA Finance Cloud for in-house cash, private option SAP S/4HANA Finance Cloud for treasury and risk management, private option SAP S/4HANA Cloud for central finance foundation, private option SAP S/4HANA Supply Chain Cloud for workspaces, private option SAP S/4HANA Supply Chain Cloud for cost and revenue planning, private option SAP S/4HANA Supply Chain Cloud for issue and change management, private option SAP S/4HANA Insurance Cloud for collections & disbursements, private option SAP BusinessObjects Enterprise, professional edition for cloud solutions, private option Paket Infrastructure Add-On: SAP S/4HANA Cloud, disaster recovery, private option SAP S/4HANA Cloud, memory extension, private option 2. SUBSCRIPTION SOFTWARE 2.1. S/4HANA Enterprise Cloud, private option (a) Subscription Software included in the S/4HANA Enterprise Cloud, private option is comprised of the following software components: (b) SAP S/4HANA Enterprise SAP Single Sign-On SAP NetWeaver Gateway Full Usage Equivalents. Full User Equivalents (FUE) are individuals who are authorized to use the Cloud Service. The number of FUE subscribed by Customer is stated in the Order Form. Full User Equivalent is defined by the table below. Use rights descriptions are set forth in the 2. PERANGKAT LUNAK YANG DILANGGANKAN 2.1. S/4HANA Enterprise Cloud, private option yang termasuk dalam S/4HANA Enterprise Cloud private option terdiri dari komponen perangkat lunak berikut ini: SAP S/4HANA Enterprise SAP Single Sign-On SAP NetWeaver Gateway (b) Kesetaraan Penggunaan Penuh. Kesetaraan Pengguna Penuh ( Full User Equivalents - FUE) adalah individu yang diberi wewenang untuk menggunakan Layanan Cloud. Jumlah FUE yang dilanggan oleh Pelanggan tercantum dalam Formulir Pemesanan. Kesetaraan Pengguna SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 2 of 15

3 SAP Software Use Rights document. Penuh ditetapkan oleh tabel di bawah. Deskripsi hak penggunaan tercantum dalam dokumen Hak Penggunaan Perangkat Lunak SAP. Conversion ratio into FUE/ Rasio Konversi ke dalam FUE 0.5/ 0,5 Use Rights/ Hak Penggunaan SAP Developer Access 1 S/4HANA Enterprise for Professional use. 5 S/4HANA Enterprise for functional use. 50 S/4HANA Enterprise for Productivity use SAP S/4HANA Finance Cloud for receivables management, private option: (a) Subscription Software included in the SAP S/4HANA Finance Cloud for receivables management, private option is comprised of the following software components: SAP Credit SAP Dispute SAP Collections (b) SAP S/4HANA Finance Cloud for receivables management, private option Users of the SAP S/4HANA Finance Cloud for receivables management, private option, limited edition are subject to the following use rights: Users have view only access to all components of the package. Users are authorized to perform the following roles supported by the SAP S/4HANA Finance Cloud for receivables management, private option, all solely for such User s own purpose and not for or on behalf of other individuals: 2.2. SAP S/4HANA Finance Cloud for receivables management, private option: Finance Cloud for receivables management, private option terdiri dari komponen perangkat lunak berikut ini: SAP Credit SAP Dispute SAP Collections (b) SAP S/4HANA Finance Cloud for receivables management, private option: Pengguna SAP S/4HANA Finance Cloud for receivables management, private option, limited edition tunduk pada hak penggunaan berikut: Pengguna memiliki akses hanya untuk melihat semua komponen dalam paket. Pengguna diberi wewenang untuk melakukan peran-peran berikut yang didukug oleh SAP S/4HANA Finance Cloud for receivables management, private option, semua hanya untuk tujuan Pengguna itu sendiri dan bukan untuk atau atas nama individu lain: SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 3 of 15

4 o view only access Smart Business Cockpit content sourced from the credit, disputes and collections engines (SAP Credit, SAP Collections, SAP Dispute ) SAP BusinessObjects Planning and Consolidation for SAP S/4HANA Cloud, private option: (a) Software included in the SAP BusinessObjects Planning and Consolidation for SAP S/4HANA Cloud, private option, is comprised of the following software components: SAP Business Planning and Consolidation, version for SAP NetWeaver (b) SAP BusinessObjects Planning and Consolidation for SAP S/4HANA Cloud, private option, standard edition: Users can create or modify reports, limited to: execute existing reports or create reports on existing data structures edit, enter and/or upload operational data as required (i.e. actuals, planning, used resources for each period) change status on workflow tasks (i.e. submission of data for approval or actual approval) view data using any tool perform planning tasks only on existing models, limited to existing controls perform consolidation tasks only on existing models run controls on data which the user has submitted, limited to o akses hanya melihat konten Smart Business Cockpit yang bersumber dari mesin kredit, sengketa, dan koleksi (SAP Credit, SAP Collections, SAP Dispute ) SAP BusinessObjects Planning and Consolidation for SAP S/4HANA Cloud, private option: (a) Perangkat Lunak yang termasuk dalam SAP BusinessObjects Planning and Consolidation for SAP S/4HANA Cloud, private option, terdiri dari komponen perangkat lunak berikut ini: SAP Business Planning and Consolidation, version for SAP NetWeaver (b) SAP BusinessObjects Planning and Consolidation for SAP S/4HANA Cloud, private option, standard edition: Pengguna dapat membuat atau memodifikasi laporan, yang terbatas untuk: menandatangani laporan yang sudah ada, atau membuat laporan tentang struktur data yang sudah ada mengedit, memasukkan dan/atau mengunggah data operasional sebagaimana diperlukan (yaitu sumber daya aktual, yang direncanakan, yang digunakan untuk setiap periode) mengubah status pada tugas alur kerja (yaitu penyerahan data untuk persetujuan atau persetujuan aktual) melihat data menggunakan alat apa pun melakukan tugas perencanaan hanya pada model yang sudah ada, yang terbatas untuk kontrol yang sudah ada melakukan tugas konsolidasi hanya pada model yang sudah ada menjalankan kontrol pada data yang telah diserahkan pelanggan, SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 4 of 15

5 existing controls (c) SAP BusinessObjects Planning and Consolidation for SAP S/4HANA Cloud, private option, upgrade edition: Prerequisite for this user is an SAP BusinessObjects Planning and Consolidation for SAP S/4HANA Cloud, private option, standard edition. Upgrade edition users can: execute any administrative tasks. create or modify users create or modify any master data (accounts, products, etc.) create or modify any process flows or workflow create or modify all reports create or modify any allocation rule or consolidation rule create or modify any model or consolidation definition perform planning tasks only on existing models, can also create and edit controls run controls on data which the user has submitted can also create and edit controls 2.4. SAP S/4HANA Finance Cloud for cash management, private option (only available on S-Infinity version): (a) Subscription Software included in the SAP S/4HANA Finance Cloud for cash management, private option includes SAP Cash and SAP Bank Communication solutions 2.5. SAP S/4HANA Finance Cloud for inhouse cash, private option: (a) Subscription Software included in the SAP S/4HANA Finance Cloud for inhouse cash, private option is comprised of the following software components: yang terbatas untuk kontrol yang sudah ada (c) SAP BusinessObjects Planning and Consolidation for SAP S/4HANA Cloud, private option, upgrade edition: Prasyarat untuk pengguna ini adalah SAP BusinessObjects Planning and Consolidation for SAP S/4HANA Cloud, private option, standard edition. Pengguna upgrade edition dapat: melakukan tugas administratif apa pun. membuat atau memodifikasi pengguna membuat atau memodifikasi data induk apa pun (akun, produk, dll.) membuat atau memodifikasi alur proses atau alur kerja apa pun membuat atau memodifikasi semua laporan membuat atau memodifikasi peraturan alokasi atau peraturan konsolidasi apa pun membuat atau memodifikasi model atau definisi konsolidasi apa pun melakukan tugas perencanaan hanya pada model yang sudah ada, dapat juga membuat dan mengedit kontrol menjalankan kontrol pada data yang telah diserahkan pelanggan, dapat juga membuat dan mengedit kontrol 2.4. SAP S/4HANA Finance Cloud for cash management, private option (hanya tersedia pada versi S-Infinity): Finance Cloud for cash management, private option mencakup solusi SAP Cash dan SAP Bank Communication 2.5. SAP S/4HANA Finance Cloud for inhouse cash, private option: Finance Cloud for in-house cash, private option terdiri dari komponen perangkat lunak berikut ini: SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 5 of 15

6 SAP In-house Cash 2.6. SAP S/4HANA Finance Cloud for treasury and risk management, private option: (a) Subscription Software included in the SAP S/4HANA Finance Cloud for treasury and risk management, private option is comprised of the following software components: SAP Treasury and Risk 2.7. SAP S/4HANA Finance Cloud for shared services framework, private option: (a) Subscription Software included in the SAP S/4HANA Finance Cloud for shared services framework, private option is comprised of the following software components: SAP Shared Service Framework for Finance SAP Shared Service Framework for HR 2.8. SAP BusinessObjects Enterprise, professional edition for cloud solutions, private option: (a) Subscription Software included in the SAP BusinessObjects Enterprise, professional edition for cloud solutions, private option is comprised of the following software components: SAP Business Objects Enterprise, professional edition 2.9. SAP S/4HANA Cloud for central finance foundation, private option: (a) Subscription Software included in SAP S/4HANA Cloud for central finance foundation, private option is comprised of the following software components: SAP Central Finance Foundation SAP S/4HANA Supply Chain Cloud for workspaces, private option: (a) Subscription Software included in SAP S/4HANA Supply Chain Cloud for SAP In-house Cash 2.6. SAP S/4HANA Finance Cloud for treasury and risk management, private option: Finance Cloud for treasury and risk management, private option terdiri dari komponen perangkat lunak berikut ini: SAP Treasury and Risk 2.7. SAP S/4HANA Finance Cloud for shared services framework, private option: Finance Cloud for shared services framework, private option terdiri dari komponen perangkat lunak berikut ini: SAP Shared Service Framework for Finance SAP Shared Service Framework for HR 2.8. SAP SAP BusinessObjects Enterprise, professional edition for cloud solutions, private option: yang termasuk dalam SAP BusinessObjects Enterprise, professional edition for cloud solutions, private option terdiri dari komponen perangkat lunak berikut ini: SAP Business Objects Enterprise, professional edition 2.9. SAP S/4HANA Cloud for central finance foundation, private option: Cloud for central finance foundation, private option terdiri dari komponen perangkat lunak berikut ini: SAP Central Finance Foundation SAP S/4HANA Supply Chain Cloud for workspaces, private option: Supply Chain Cloud for commercial SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 6 of 15

7 workspaces, private option is comprised of the following software components: SAP Commercial Project, option for workspaces SAP S/4HANA Supply Chain Cloud for cost and revenue planning, private option: (a) Subscription Software included in SAP S/4HANA Supply Chain Cloud for cost and revenue planning, private option is comprised of the following software components: SAP Commercial Project, option for cost and revenue planning SAP S/4HANA Supply Chain Cloud for issue and change management, private option: (a) Subscription Software included in SAP S/4HANA Supply Chain Cloud for issue and change management, private option is comprised of the following software components: SAP Commercial Project, option for issue and change management SAP S/4HANA Insurance Cloud for collections & disbursements, private option: (a) Subscription Software included in SAP S/4HANA Insurance Cloud for collections & disbursements, private option is comprised of the following software components: SAP Collections and Disbursements for Insurance 3. SUBSCRIPTION SOFTWARE USE RIGHTS AND RESTRICTIONS FOR SAP S/4HANA CLOUD, PRIVATE OPTION (a) Use of the Subscription Software components of SAP S/4HANA Cloud, project management for workspaces, private option terdiri dari komponen perangkat lunak berikut ini: SAP Commercial Project, option for workspaces SAP S/4HANA Supply Chain Cloud for cost and revenue planning, private option: Supply Chain Cloud for commercial project management for cost and revenue planning, private option terdiri dari komponen perangkat lunak berikut ini: SAP Commercial Project, option for cost and revenue planning SAP S/4HANA Supply Chain Cloud for issue and change management, private option: Supply Chain Cloud for commercial project management for issue and change management, private option terdiri dari komponen perangkat lunak berikut ini: SAP Commercial Project, option for issue and change management SAP S/4HANA Insurance Cloud for collections & disbursements, private option: Insurance Cloud for collections & disbursements, private option terdiri dari komponen perangkat lunak berikut ini: SAP Collections and Disbursements for Insurance 3. BATASAN DAN HAK PENGGUNAAN PERANGKAT LUNAK YANG DILANGGANKAN UNTUK SAP S/4HANA CLOUD, PRIVATE OPTION (a) Penggunaan komponen Perangkat Lunak yang Dilanggankan dalam SAP SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 7 of 15

8 private options is restricted to the Usage Metrics and volumes stated in the Order Form and is subject to the conditions set in the Agreement. (b) A license to SAP HANA, Limited Runtime edition for Applications and SAP BW is included in the packages. (c) Notwithstanding any terms to the contrary in the Agreement, no modifications to the software source code of any of the Subscription Software included in the S/4HANA Private packages are permitted. All software components listed above are Runtime software components and use of such Runtime components is limited solely to use with the other runtime components. B. SAP S/4HANA Cloud, Private Option Application Services 1. Definitions. The capitalized terms below have the meanings indicated for purposes of this Section B of the S/4HANA Private Addendum. Capitalized terms used in this Section B of the S/4HANA Private Addendum but not defined herein will have the meanings assigned to them in the applicable Order Form or the HEC Supplement. S/4HANA Cloud, private options terbatas untuk Metrik Penggunaan dan volume yang tercantum dalam Formulir Pemesanan dan tunduk pada ketentuan yang dinyatakan dalam Perjanjian. (b) Lisensi untuk SAP HANA, Limited Runtime edition for Applications and SAP BW tercakup dalam paket tersebut. (c) Meskipun terdapat syarat-syarat apa pun yang bertentangan dalam Perjanjian ini, tidak ada modifikasi yang diperbolehkan untuk kode sumber perangkat lunak pada Perangkat Lunak yang Dilanggankan mana pun yang tercakup dalam paket S/4HANA Private. Semua komponen perangkat lunak yang tercantum di atas adalah komponen perangkat lunak Runtime dan penggunaan komponen Runtime tersebut terbatas hanya untuk digunakan dengan komponen runtime lainnya. B. Layanan Manajemen Aplikasi SAP S/4HANA Cloud, Private Option 1. Definisi. Istilah-istilah dalam huruf besar di bawah ini dijelaskan maknanya yang diindikasikan untuk tujuan Pasal B dalam Adendum S/4HANA Private. Istilah-istilah dalam huruf besar pada Pasal B dalam Adendum S/4HANA Private namun tidak dinyatakan dalam dokumen ini akan dijelaskan maknanya dalam Formulir Pemesanan atau Tambahan HEC yang berlaku. AMS Environment/ Lingkungan AMS Audit The applications and related computing environment and/or processes to be supported through the S/4HANA Private AM Services, as defined in the applicable Order Form/ Aplikasi serta lingkungan dan/atau proses komputasi terkait akan didukung melalui Layanan AM S/4HANA Private, sebagaimana dijelaskan dalam Formulir Pemesanan yang berlaku. An assessment of the internal controls of the entire process landscape and fulfillment of the process requirements. It is also used to communicate new legal requirements which could lead to the implementation or change of controls, as needed./ Suatu penilaian terhadap kontrol internal pada keseluruhan lanskap proses dan pemenuhan ketentuan proses. Audit juga digunakan untuk SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 8 of 15

9 mengkomunikasikan ketentuan hukum baru yang dapat mengarah pada implementasi atau perubahan kontrol, sebagaimana diperlukan. Change Process/ Proses Manajemen Perubahan Change Implementation / Implementasi Perubahan Incident/ Insiden Key User/ Pengguna Utama Problem/ Masalah A process that defines the procedure through which a change of the business process is authorized, planned and deployed into Customer s PRD systems within the AMS Environment./ Suatu proses yang menjelaskan prosedur di mana perubahan proses bisnis disahkan, direncanakan, dan disebarkan ke dalam sistem PRD Pelanggan dalam Lingkungan AMS. All changes in the Customer s AMS Environment which are not caused by an Incident or Problem or agreed as a Standard Change are considered a Request for Change. Change does not only include the implementation procedure, but the holistic process from the requirement to the deployment. Changes are classified by their potential impact to the productive system. Depending on the potential impact a certain approval level is required./ Semua perubahan dalam Lingkungan AMS Pelanggan yang tidak disebabkan oleh Insiden atau Masalah atau disetujui sebagai Perubahan Standar dianggap sebagai Permohonan Perubahan. Manajemen Perubahan tidak hanya mencakup prosedur implementasi, melainkan juga proses menyeluruh mulai ketentuan hingga penyebaran. Perubahan diklasifikasikan oleh potensi pengaruhnya terhadap sistem produksi. Tergantung pada potensi pengaruhnya, diperlukan tingkat persetujuan tertentu. A sub-process of Change that defines the procedure through which to control the deployment of a change into a PRD system in order to minimize the risks of failure. This includes proper unit testing in the QAS system within the AMS Environment and another validation test done by Customer. Finally the import into the PRD environment has to be executed as planned with Customer./ Suatu subproses Manajemen Perubahan yang menjelaskan prosedur untuk mengendalikan penyebaran perubahan ke dalam sistem PRD guna meminimalkan risiko kegagalan. Hal ini mencakup pengujian unit yang tepat dalam sistem QAS dalam Lingkungan AMS dan uji validasi lainnya yang dilakukan oleh Pelanggan. Terakhir, proses impor ke lingkungan PRD produktif harus dilakukan sesuai yang direncanakan dengan Pelanggan. An unplanned interruption of a business process within the AMS Environment./ Suatu interupsi tak terencana pada proses bisnis dalam Lingkungan AMS. A Customer s contact person who has special business process and SAP knowledge./ Narahubung Pelanggan yang memiliki proses bisnis khusus dan pengetahuan tentang SAP. A Problem is the underlying root cause of an Incident. A Problem can cause multiple Incidents./ Masalah adalah penyebab utama yang mendasari suatu Insiden. Masalah dapat menyebabkan berbagai Insiden. SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 9 of 15

10 Request for Change or RfC/ Permohonan Perubahan atau RfC Standard Change/ Perubahan Standar Ticket/ Tiket A request for and description of a desired business process change within the AMS Environment. Requests for Change are processed in compliance with the Change process./ Permohonan atas dan deskripsi tentang perubahan proses bisnis yang dikehendaki dalam Lingkungan AMS. Permohonan Perubahan diproses sesuai dengan proses Manajemen Perubahan. Low-impact changes that are pre-defined and pre-authorized. Standard Changes are processed in compliance with the Request Fulfillment process./ Perubahan berdampak rendah yang telah ditentukan dan telah disahkan sebelumnya. Perubahan Standar diproses sesuai dengan proses Pemenuhan Permohonan. The electronic documentation of any support request addressed by Customer to SAP. Each Ticket is given a number at the point of time it is created. The Ticket number will be the single reference to the Customer s request./ Dokumentasi elektronik tentang setiap permohonan dukungan yang ditujukan Pelanggan kepada SAP. Setiap Tiket diberi nomor pada saat dibuat. Nomor Tiket akan menjadi referensi tunggal untuk permohonan Pelanggan. 2. SAP S/4HANA Cloud, private option Application Services. a. S/4HANA Private AMS consists of the service component listed and described below. Proactive Recurring Service Plan. SAP performs proactive recurring service in accordance to a pre-defined service plan defining tasks and frequency of execution. SAP will execute the agreed customer specific service plan and provision the service without further triggering a service request or otherwise, by Customer. Activities from the Proactive Recurring Service Plan requiring changes to the PRD system will be processed in compliance with the (AMS) Change Process. A Ticket on behalf of Customer may be created by SAP, and Customer approval may be required. b. SAP will provide these S/4HANA Private AM Services remotely and only for the productive AMS Environment. All AM Services are 2. Layanan Manajemen Aplikasi SAP S/4HANA Cloud, private option. a. AMS S/4HANA Private terdiri dari komponen layanan yang dicantumkan dan dijelaskan di bawah ini. Rencana Layanan Berulang Proaktif. SAP melakukan layanan berulang proaktif sehubungan dengan rencana layanan yang telah ditentukan sebelumnya yang menjelaskan tugas-tugas dan frekuensi pelaksanaan. SAP akan melaksanakan rencana layanan khusus pelanggan yang disepakati dan menentukan layanan tanpa memicu permintaan layanan lebih lanjut atau sebaliknya, oleh Pelanggan. Aktivitas dari Rencana Layanan Berulang Proaktif yang memerlukan perubahan pada sistem PRD akan diproses sesuai dengan Proses Manajemen Perubahan (AMS). Tiket atas nama Pelanggan dapat dibuat oleh SAP, dan persetujuan Pelanggan dapat diperlukan. b. SAP akan menyediakan Layanan AM S/4HANA Private ini dari jarak jauh hanya untuk Lingkungan AMS produktif. Semua Layanan AM SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 10 of 15

11 delivered for SAP Netweaver based systems and applications which are in SAP mainstream maintenance only. c. S/4HANA Private AMS delivered by SAP includes the scope of services described in the S/4HANA Cloud, Private Option Roles and Responsibilities Supplement to the HEC RR Documentation. d. S/4HANA Private AM Services delivered by SAP do not include: Incident Change (customization, enhancements, implementation of new functions or interfaces) Authorization and Role Interface or Interface Monitoring Business Process Monitoring Problem Support of customer specific enhancements or custom code Onsite alignments and travel 3. Engagement Approach for S/4HANA Private AMS a. Engagement SAP and Customer shall each designate an Engagement Manager. Customer s Engagement Manager shall be empowered to make necessary decisions for Customer or bring about such decision without undue delay and shall provide a list of key Customer contacts, contact role, title, office phone number, cell phone number, address, etc. Such Engagement Managers shall cooperate closely with each other to administer the terms of this supplement and any Order Forms. All S/4HANA Private AMS performed by the assigned SAP resources shall be coordinated with Customer s Engagement Manager. dikirimkan untuk sistem berbasis SAP Netweaver dan aplikasi yang hanya berada dalam pemeliharaan utama SAP. c. AMS S/4HANA Private yang disampaikan oleh SAP meliputi cakupan layanan yang dideskripsikan dalam Peran dan Tanggung Jawab S/4HANA Cloud, Private Option Tambahan untuk Dokumentasi HEC RR. d. Layanan AM S/4HANA Private yang disampaikan oleh SAP tidak mencakup: Manajemen Insiden Manajemen Perubahan (penyesuaian, peningkatan, implementasi fungsi atau antarmuka baru) Pengesahan dan Manajemen Peran Manajemen Antarmuka atau Pemantauan Antarmuka Pemantauan Proses Bisnis Manajemen Masalah Dukungan peningkatan khusus pelanggan atau kode kustom Penyelarasan di tempat dan perjalanan 3. Pendekatan Pengikatan untuk S/4HANA Private AMS a. Manajemen Pengikatan SAP dan Pelanggan masing-masing akan menunjuk seorang Manajer Pengikatan. Manajer Pengikatan Pelanggan harus diberi kuasa untuk mengambil keputusan penting untuk Pelanggan atau melaksanakan keputusan tersebut tanpa penundaan yang tidak wajar, dan harus menyediakan daftar yang berisi kontak Pelanggan utama, peran kontak, jabatan, nomor telepon kantor, nomor telepon seluler, alamat , dll. Para Manajer Pengikatan tersebut akan bekerja sama dengan erat satu sama lain untuk melaksanakan syarat-syarat dalam tambahan ini dan setiap Formulir Pemesanan. Semua Layanan AMS SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 11 of 15

12 b. Engagement Governance To ensure effective communication between SAP and the Customer, SAP and Customer will regularly conduct a status meeting, to clarify open issues and answer questions, according to the frequency defined in the table below: S/4HANA Private yang dilakukan oleh sumber daya SAP yang ditunjuk akan dikoordinasikan dengan Manajer Pengikatan Pelanggan. b. Tata Laksana Pengikatan Untuk memastikan komunikasi yang efektif antara SAP dan Pelanggan, SAP dan Pelanggan akan mengadakan rapat status secara berkala, untuk mengklarifikasi permasalahan terbuka dan menjawab pertanyaan, berdasarkan frekuensi yang ditentukan dalam tabel di bawah ini: Event/ Peristiwa Attendees/ Peserta Time & Date/ Waktu & Tanggal Purpose/ Tujuan Frequency/ Frekuensi Typical Method/ Metode Umum Customer and SAP EWA Feedback session/ Sesi Umpan Balik Pelanggan dan SAP EWA SAP SME Customer SME/ SME Pelanggan 2 hours/ 2 jam Review recommendations of AMS team/ Rekomendasi tinjauan tim AMS Semi-yearly/ Semitahunan Report, Tele conference on demand/ Laporan, telekonferensi atas permintaan Innovation workshop/ Lokakarya inovasi,/ Manajemen, Customer Delivery Manager, selected key user & SAP Engagement Manager and selected SAP AMS subject matter experts/ Manajer Pengiriman Pelanggan, pengguna utama yang dipilih & Manajer 1 day/ 1 hari Provide customer with information about relevant SPS or FPS news and changes, plan SPS/FPS implementation/ Memberikan informasi mengenai berita dan perubahan SPS atau FPS, implementasi FPS/SPS rencana yang relevan kepada pelanggan Yearly/ Tahunan Tele conference, one request workshop in SAP or customer premise (travel time and costs to be extra charged)/ Telekonferensi, satu lokakarya permintaan di lokasi SAP atau pelanggan (waktu dan biaya perjalanan SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 12 of 15

13 Pengikatan SAP dan ahli pokok masalah AMS SAP yang dipilih akan dikenai biaya tambahan) d. Customer s additional responsibilities including Collaboration and cooperative duties (i) Customer is responsible to provide SAP reasonable and sufficient documentation of its business processes in order for SAP to perform its responsibilities. (ii) Customer is responsible for all data stored into the systems. Customer is responsible for backing up its data. Except where otherwise expressly indicated in writing by Customer, SAP is always entitled to act on the assumption that all Customer Data is backed up. (iii) During the Term, Customer names and maintains a representative who will be Customers primary point of contact in dealing with SAP and will have the authority and power to make decisions with respect to any action to be taken by Customer under this contract. (iv) In due time before start of the Service, Customer will make technical documentation, enduser documentation and business process documentation available to SAP in English language. In case Customer fails to provide this documentation on time or if the documentation does not have the required level of detail, the AMS start might be delayed and d. Tanggung jawab tambahan Pelanggan yang mencakup tugas Kolaborasi dan kooperatif (i) Pelanggan bertanggung jawab untuk memberikan SAP dokumentasi yang wajar dan memadai tentang proses bisnisnya agar SAP dapat melaksanakan tanggung jawabnya. (ii) Pelanggan bertanggung jawab atas semua data yang disimpan dalam sistem. Pelanggan bertanggung jawab untuk mencadangkan datanya. Kecuali apabila dinyatakan dengan tegas secara tertulis oleh Pelanggan, SAP selalu berhak untuk bertindak berdasarkan asumsi bahwa semua Data Pelanggan dicadangkan. (iii) Selama Jangka Waktu, Pelanggan menunjuk dan mempertahankan seorang perwakilan yang akan menjadi pihak penghubung utama Pelanggan dalam berhubungan dengan SAP dan akan berwenang dan berkuasa untuk mengambil keputusan terkait tindakan apa pun yang harus dilakukan oleh Pelanggan berdasarkan kontrak ini. (iv) Pada waktu yang tepat sebelum dimulainya Layanan, Pelanggan akan membuat dokumentasi teknis, dokumentasi pengguna akhir dan dokumentasi proses bisnis yang disediakan untuk SAP dalam bahasa Inggris. Jika Pelanggan gagal menyediakan dokumentasi ini secara tepat waktu atau jika dokumentasi tidak memiliki perincian pada SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 13 of 15

14 support efforts by SAP and fees chargeable to Customer might increase. (v) Customer provides SAP, free of charge, for the semi-annual audits a user with all necessary authorizations. This is required for all systems in which SAP has responsibility for transportation management (managing the technical deployment of changes from NON-PRD systems to PRD systems). Customer also confirms that its transportation management can checked for audit purposes and that information is also made available to the respective auditors. This is only applicable if during the set up phase it is agreed that SAP will be responsible for transports to PRD. (vi) During the agreed service times Customer will ensure the availability of a sufficient number of Key Users who have the required technical-, application and business process knowledge and sufficient skills to communicate with SAP s AMS Consultants in the agreed support language and will provide to SAP a list of the Key Users and any third party resources assigned by Customer, including name, function, phone number, fax number and address. (vii) If Customer fails or partially fails to comply with these collaborative and cooperative duties or if Customer fails to comply with these collaborative and cooperative duties in the right quality or if Customer fails to tingkat yang disyaratkan, dimulainya AMS mungkin akan ditunda serta upaya dukungan oleh SAP dan biaya yang dibebankan kepada Pelanggan dapat meningkat. (v) Pelanggan memberikan SAP audit semi tahunan untuk seorang pengguna dengan semua otorisasi yang diperlukan tanpa dikenakan biaya. Hal ini diperlukan untuk semua sistem di mana SAP bertanggung jawab atas manajemen transportasi (mengelola penyebaran teknis perubahan dari sistem NON-PRD ke sistem PRD). Pelanggan juga mengonfirmasi bahwa manajemen transportasinya dapat diperiksa untuk tujuan audit dan bahwa informasi tersebut juga disediakan untuk auditor terkait. Hal ini berlaku hanya jika pada tahap pengaturan, disetujui bahwa SAP akan bertanggung jawab atas transportasi ke PRD. (vi) Selama waktu layanan yang disetujui, Pelanggan akan memastikan ketersediaan jumlah Pengguna Utama yang memadai yang memiliki pengetahuan dalam hal teknis, aplikasi, dan proses bisnis yang diperlukan, serta keterampilan yang memadai untuk berkomunikasi dengan Konsultan AMS SAP dalam bahasa dukungan yang disetujui dan akan memberikan SAP daftar berisi Pengguna Utama dan setiap sumber daya pihak ketiga yang ditunjuk oleh Pelanggan, yang mencakup nama, jabatan, nomor telepon, nomor faksimile, dan alamat . (vii) Jika Pelanggan gagal atau gagal sebagian mematuhi kewajiban kolaboratif dan kooperatif ini, atau jika Pelanggan gagal mematuhi kewajiban kolaboratif dan kooperatif ini dengan kualitas yang tepat atau jika Pelanggan SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 14 of 15

15 comply on, SAP can request adjustments of the schedule and/ or charge additional fees to address increased SAP costs resulting from the Customer s non-compliance. (viii) Customer is responsible for adaptations or extensions to the solution, for example, ones caused by Customer s changing requirements or structures (Organizational Change ). gagal mematuhinya, SAP dapat meminta penyesuaian jadwal dan/atau membebankan biaya tambahan untuk mengatasi peningkatan biaya SAP akibat ketidakpatuhan Pelanggan. (viii) Pelanggan bertanggung jawab atas adaptasi atau ekstensi untuk solusi, misalnya, yang disebabkan oleh perubahan persyaratan atau struktur Pelanggan (Manajemen Perubahan Organisasi). SAP S/4HANA Cloud, Private Option Addendum to SAP HEC Supplement (DUAL) idid.v Page 15 of 15