sap product stewardship network supplier enablement ... · pdf filesap product stewardship...

SAP PRODUCT STEWARDSHIP NETWORK - SUPPLIER ENABLEMENT - SERVICE DESCRIPTION

SAP Product Stewardship Network Supplier Enablement Service Description

(English)

SAP Confidential 2 SAP PSN – Network Enablement Service Description EN.docx

Table of Content

1 Definitions.............................................................................................................................................. 3

2 Introduction ........................................................................................................................................... 5

3 Supplier enablementSupplier enablement Services Overview ........................................................ 6

3.1 Scope of Supplier enablement Services........................................................................................ 6

3.2 Minimum Data Requirements ........................................................................................................ 6

3.3 Customers Program sponsors and Business Stakeholder Responsibilities .................................. 7

3.3.1 Key Resource Assumptions .............................................................................................. 7

3.3.2 Involvement of Customer Resources ................................................................................ 7

3.4 SAP Supplier Enablement Team ................................................................................................... 9

4 Supplier Enablement Services Description ..................................................................................... 11

4.1 Key Assumptions ......................................................................................................................... 11

4.2 Pre-Project Kickoff Phase ............................................................................................................ 11

4.3 Project Management .................................................................................................................... 11

4.3.1 Create Project Setup ....................................................................................................... 11

4.3.2 Define Supplier Enablement Weekly Status Report........................................................ 12

4.4 Project Kick-off ............................................................................................................................. 13

4.5 Strategy Phase ............................................................................................................................ 13

4.5.1 Define Supplier Enablement Strategy and Scope ........................................................... 13

4.6 Design and Build Phase .............................................................................................................. 15

4.6.1 Define the Unresponsive Supplier Escalation Process ................................................... 15

4.6.2 Creating the Communication Letters ............................................................................... 15

4.6.3 Define Educational Approach and Materials ................................................................... 15

4.6.4 Supplier Education Setup ................................................................................................ 15

4.6.5 SAP Product Stewardship Network Account Setup ........................................................ 16

4.7 Go-live and Register .................................................................................................................... 16

4.7.1 Perform Readiness Check .............................................................................................. 16

4.7.2 Send Project Notification and Perform Supplier Summit ................................................ 16

4.7.3 Invite Suppliers to the Solution ........................................................................................ 16

4.7.4 Supplier Registration and Support .................................................................................. 17

4.7.5 Weekly Status Reports and Health Checks .................................................................... 17

4.8 Request and Productive Use ....................................................................................................... 17

4.8.1 Send Request .................................................................................................................. 17

4.8.2 Request Support.............................................................................................................. 18

4.8.3 Productive Support – Help Desk ..................................................................................... 18

4.9 Project Close ............................................................................................................................... 19

5 Overall Customer Responsibilities Summary .................................................................................. 20


1 Definitions

“Solution” –As used in this Service Description, “Solution” refers specifically to the SAP Product Stewardship Network solution, also known as “PSN”.

“SAP Product Stewardship Network” – Also called “PSN”, the applicable business solution that this document refers to.

“Request” for Information – Describes the process used by Customer to requests information from its supplier. The information request depends on project and Solution scope, and can be a request for a product compliance declaration, a conflict mineral declaration or a sustainability assessment survey.

“SAP ERP” – Customer’s Enterprise Resource Planning System from SAP (in-house system)

“EHSM” and “PRC” – SAP Environmental Health & Safety Management Solution, functional area: Product and REACH Compliance.

“Electronic communication” or “Networked Solution” (NWS) - EHSM and SAP Product Stewardship Network web service communication.

“Supplier Enablement (SE)” – The service provided to enable Customer and its suppliers to use PSN.

“SE Service” – The service with respect to the Solution offered by SAP.

“PSA” – Product Sustainability Assessment business scenario.

“CMD” – Conflict Minerals Declaration business scenario.

“PCD” – Product Compliance Declaration business scenario.

“Account” – A company registered on SAP Product Stewardship Network.

“Identified Suppliers” – Suppliers, identified by Customer, who are part of the Supplier Upload Template in order to be provided with Supplier Enablement services.

“Supplier Upload Template” – Is used to gather Customer’s suppliers’ data for strategy, flight planning. To collect supplier information from Customers in order to, upload and invite suppliers to register and to establish a relationship with the Customer on the SAP Product Stewardship Network.

“Connected Suppliers” – Suppliers who are connected to the Customer account on PSN.

“Supplier Relationship” – the connection between a Supplier account (for example an account in the role of supplier or customer).

“Business Partner ID” – This is an additional supplier ID which is part of Customer’s ERP and SAP Product Stewardship Network. The ID is the primary identifier which is used for supplier master data on Customer’s in-house system and on the SAP Product Stewardship Network.

“CSV” – Comma Separated Value file format.

“KPI” – Key Performance Indicator, can give the indicator of PSA score.

“Wave” – Supplier Enablement Phase in on-boarding a group of suppliers on the SAP Product Stewardship Network agreed upon with Customer and part of the overall flight plan.

“SMP” – SAP Service Market Place

“Unresponsive supplier” – A supplier which does not register an account on PSN in response to Customer’s invitation and onboarding process.

“Program” – describes Customer’s overall supply chain sustainability and Supplier Enablement initiative.

“Project” – describes the scope and phases of the Customer’s Program, during which SAP delivers Supplier Enablement Services. “Change Management” – Denotes the alterations required due to the introduction of the Solution to suppliers and internal customer stakeholders. For example, changes in the communication between


suppliers and Customer’s procurement department, in the support process for answering suppliers’ program- or business-related questions, or in the goals of Customer’s sustainability team. “Go-live” – Describes the milestone, when supplier communication starts. This means that the Supplier Enablement participants are getting informed about the program and their necessary SAP Product Stewardship Network activities to join the program. Go-live can be seen when productive use, even when communication to external, is starting. “Survey” – Describes the Solution’s functionality to create, send and collect supplier surveys for sustainability assessment business scenario.

Capitalized terms not defined in this Solution Documentation will have the meaning given in the Agreement between SAP and Customer, or, if not defined in the contract, are names of specific features or functions of the SAP Product Stewardship Network.


2 Introduction

SAP Product Stewardship Network is a cloud-based solution hosted by SAP. It supports companies and their supply chains in exchanging product sustainability and product compliance information. To be able to use SAP Product Stewardship Network, a company and its suppliers need to create accounts on SAP Product Stewardship Network and connect with each other on the network. Afterwards sustainability and product compliance data can be exchanged in the form of a structured data exchange process.

This service documentation provides an overview of the SAP Product Stewardship Supplier Enablement Services provided by SAP. The Supplier Enablement Service helps companies with onboarding their supply chain on PSN and running request for information campaigns.


3 Supplier enablement Services Overview

3.1 Scope of Supplier enablement Services

SAP will provide the following Enablement Services as part of the Solution to Customer during the Subscription Term in support of the Customer’s overall Supplier Enablement initiative (“Program”) for Identified Suppliers, subject to the assumptions and Customer’s fulfillment of its responsibilities, as set forth below. SAP will provide the services as part of a Project with a timeline agreed between Customer and SAP, using the methodology defined in this document. Customer can run one or multiple projects during the Subscription Term.

SAP shall determine, in its sole discretion using reasonable judgment based on its experience in providing Supplier Enablement Services, the method of enablement that it will use and the SAP resources assigned to provide such SE Services.

SAP will perform the SE Services as defined herein to facilitate the transmission of SAP Product Stewardship Network invitations and/or Information Requests with Identified Suppliers on SAP Product Stewardship Network for countries and Information Request types.

Customer’s failure to fulfill its obligations and responsibilities may result in a program delay or unsatisfactory results, and shall relieve SAP of the portion of its performance obligations hereunder to the extent such failure negatively impacts SAP’s ability to perform.

For some of the activities described in the methodology, it may be agreed by email between Customer and SAP that a member of the SAP Supplier Enablement Team will be provided access to the Customer Account on PSN to support Customer. Such access on the Customer Account is optional, but may be mutually agreed upon in the project.

3.2 Minimum Data Requirements

For onboarding suppliers to PSN, supplier master data needs to be provided by Customer. The minimum data requirements for each Identified Supplier record to be considered for Supplier Data Collection Services are the following:

Supplier Name

Optional: Supplier Business Partner ID (needed for SAP EHSM integration)

Country

City and Postal Code

Supplier Contact Email (validity is very important for the success of the project)

Depending on solution release level and business scenario scope additional fields may be necessary.

Optional and additional data can be provided to pre-populate the SAP Product Stewardship Network supplier account

Full supplier Address

Supplier Contact Name and address

Various additional data fields which are part of the PSN Supplier Upload Template


3.3 Customers Program sponsors and Business

Stakeholder Responsibilities

3.3.1 Key Resource Assumptions The necessity to cover different roles may vary based on project scope. Key Customer resources are identified to maintain SAP Product Stewardship Network ownership and management, and have the stated availability and sufficient experience and skill set to support a software implementation. They have ability to manage and deploy change within the organization and engage end users to support solution adaptation including making business process decisions quickly without impact to the schedule.

Customer has ability and is prepared to meet an aggressive implementation time line and complete assigned tasks according to project schedule and understands any delay in customer task completion could impact the timeline.

3.3.2 Involvement of Customer Resources

Role Customer Responsibilities Time Commitment

Project Sponsor

Participate in regular Program governance meetings.

Responsible for establishing and communicating Program vision and targets.

Resolution of Program escalations related to Customer resources, supplier or stakeholder lack of Program participation and Customer technical design or implementation issues.

Mandate internal change management Program across leadership and all affected departments; Procurement, IT, help desk, corporate training.

Enforce compliance to overall Program messaging and goals via internal campaign.

5-10%

Supplier Enablement Lead

Serve as primary contact for the Solution to SAP.

Coordinating Identified Supplier data collection.

Ensure accurate data from Identified Supplier data collection.

Reinforce Solution compliance with Identified Supplier and internal department stakeholders as part of Change Management program.

Participate in user acceptance testing.

Execute internal change management program coordinating training across all internal departments.

Create generic email box and/ or 800# for business questions from Identified Suppliers.

Overall responsibility for coordinating all training activity for end-users on the SAP Product Stewardship Network, and Customer internal affected systems.

Creates and approve Identified Supplier communications and education content and supports Identified Supplier training sessions.

40 - 100 % based on the size of the enablement Program.

Involvement during ongoing registration activities will vary


Acts as primary point of contact to monitor the generic Customer email inbox used to receive and reply to Program related questions.

Ensure training needs are addressed/issues escalated appropriately.

Develop training approach w/ SAP SE lead.

Review and approve training documentation leveraging Identified Supplier educations materials created by SAP and generic SAP training materials.

Ensure training plan is in sync with overall Program goals and timeline.

Supplier Enablement Manager

Owner of overall Customers Identified Suppliers communication.

Assign all resources prior to Solution kick-off and ensure their availability.

Single point of contact for overall Solution and deployment process.

Manage Solution timeline and ensure schedule adherence.

Provides business and technical guidance.


Facilitate rapid completion of scoping and requirements gathering.

Provide timely resolution of any Solution issues.

Manage communication plan development and Solution-wide communications to key stakeholders.

Provide/coordinate signoff on all deliverables.

Provide SAP with all data reasonably required by SAP to enable Identified Suppliers. Participates in SE training webinars to educate Identified Suppliers on the Solution.

Ensure Customer resource training needs are addressed and any issues or gaps are escalated to SAP Solution lead.

Support the internal Change Management program.

Documents business process changes for ERP processes.

–30 -- 60 % based on the size of the enablement Solution.

Involvement during ongoing registration activities will vary.

Functional Leads in:

Sustainability

Product Compliance

Procurement

Information technology

Each functional lead serves as the champion for the Program within their respective business unit.

Participate in requirements gathering and configuration workshops.

Provide process documentation for “as is” state and support to create the “to be” process.

Plan, manage, and conduct user acceptance testing.

Identify power users within each business unit to act as “expert” providing assistance to peers and input to overall process.

30-60 % based on the size of the enablement Program.

Involvement during ongoing registration activities will vary.


Execute internal change management program coordinating training across their respective department.

Act as point of escalation for issues related to processes or

Identified Supplier – both during Program and ongoing

Information Technology

Provide the technical resources to assist in developing and testing the data mappings, ERP integration and configuration.

Provide the resources in support of the planning, sizing and configuration of the hardware platforms for development, QA and production environments.

Set up and test the web service connection between the Customer in-house system and PSN, if in scope of the project.

Manage all move-to-production activities related to the technical solution within the Customer environment.

Customer technical expert on SAP Product Stewardship Network.

Administer users, groups, approval rules.

Submit and track technical issues.

Main contact to SAP Customer Support after project close using the defined support channel (SMP).

10-40%

Procurement Complete data collection for missing or inaccurate data records that are required for the SE.

Confirm validity of Identified Supplier contacts.

Approve Supplier Profiles for new and existing SAP Product Stewardship Network Supplier Accounts.

Development and execution of functional change management plan for Procurement processes, roles and responsibilities.

10-40%

Power Users Provide input to preparation and executions phase workshops.

Provide input to test case development.


Support Identified SE activities.

Act as knowledge expert on SAP Product Stewardship Network ongoing.

20-40%

3.4 SAP Supplier Enablement Team

The SAP Supplier Enablement Team operates in a shared services model in order to execute Supplier Enablement Services on behalf of SAP Customers. This team is comprised of the following roles:


Supplier Enablement Lead: This person is the primary contact for Customer for all aspects of the project. This person reaches out to SAP resources deployed in different regions globally and builds/follows a project plan to facilitate execution of the Customer’s objectives.

Supplier Enablement Manager: Specialized employee, executes enablement projects out of shared services hubs, and are exclusively focused on execution services and supplier communication.

Services provided onsite with the Customer are not in scope for this solution documentation and must be covered in a separate contract.


4 Supplier Enablement Services Description

4.1 Key Assumptions

SAP will perform the activities and deliverables as detailed below during the initial subscription term to facilitate the information exchange with Identified Suppliers on SAP Product Stewardship Network.

These SE Services are available in English, and German. Other languages are to be clarified before the project starts. Documentation and Training Content is provided in English.

If required Customer resources are unavailable per the outlined commitments below, SAP reserves the right to suspend SE Service until the Customer’s required resources are confirmed

The SE Services include support for Identified Suppliers globally, excluding all embargoed countries.

SAP will begin performing the SE Services after the Customer Solution Program Manager responsible for the overall SAP Product Stewardship Network including the deployment process is identified and available

Changes to the SE project scope may impact the SE Services and deliverables defined herein, and may be subject to additional fees

4.2 Pre-Project Kickoff Phase

SAP KEY DELIVERABLES AND ACTIVITIES:

Identify SAP project resources ready to support the SE Service

Perform system demonstration to Customer’s project team.

CUSTOMER KEY DELIVERABLES AND ACTIVITIES:

Assign all applicable internal team members and ensures that these resources have a complete understanding of the current scope and timeline of the SAP Product Stewardship Network Solution

Provide SAP with contact details for the assigned resources

Arrange for all core and extended team members to be available and prepared for the kickoff meeting

Define scope of suppliers, materials (PCD and CMD) and surveys/categories (PSA)

Begin to gather supplier’ data to be delivered to SAP.

Ensure Customer resources from all applicable teams are identified and available for Requirement Gathering sessions beginning the first or second week from the Program kickoff

4.3 Project Management

4.3.1 Create Project Setup SAP KEY DELIVERABLES AND ACTIVITIES:

Coordination of SAP resources designated to provide the SE Service conducted within the scope of this engagement described in SE methodology and project phases

Assist with planning and coordination of project phases to ensure timely execution, facilitate status meetings with Customer team.

Facilitating Solution kickoff work stream and subsequent status meetings with Customer team


Review Reporting of results, progress tracking, and other key metrics together with Customer

Solution quality control and escalation

Support Supplier Enablement Solution governance by participating in steering committee sessions with key Customer stakeholders

Document and manage the SE Services as part of the SE scope. Troubleshoot (and escalate, if necessary) any issues with the solution (e.g. software quality issues or performance problems).


Assign all resources prior to Solution kickoff and maintain throughout the Solution

Participation in kickoff meeting, project status meetings, regular Solution governance meetings and steering committee meetings

Responsible for weekly creation of reports and review of Solution progress reports

Responsible for setting Program vision and targets

Resolution of Program escalations related to Customer resources, supplier or stakeholder lack of Program participation, Customer technical design or implementation issues

Responsible for communication of Program vision and targets to Customer teams in Product Compliance, Sustainability, IT and Procurement. Includes leadership of change management required within the Customer organization to support the Program

Mandate internal change management program across all affected departments; Procurement, IT, Help Desk, Corporate Training

Enforce compliance to overall Program messaging and goals via internal campaign

Document Customer’s backend business process changes required due to new Supplier integration introduced through the SAP Product Stewardship Network Solution

Participate in requirements gathering session(s) and ensure support from functional stakeholders

Approve the content and channel for Supplier Enablement communication and knowledge transfer

Develop communication plan for Customer’s internal stakeholders and suppliers

JOINT KEY DELIVERABLES AND ACTIVITIES:

Create and manage SAP Product Stewardship Network project plan

Track, manage and resolve issues with clearly defined escalation processes

Participate in SAP Product Stewardship Network meetings; Meeting frequency to be scheduled as needed based on coordination with Customer and SE project phase.

4.3.2 Define Supplier Enablement Weekly Status Report SAP KEY DELIVERABLES AND ACTIVITIES:

Align the different steps and status of SE process to be monitored and reported

Define the format and timelines based on SAP’s best practices



Participate in requirements gathering session(s) and ensure support from functional stakeholders

Approve the content and status for the weekly status report

Create reports necessary for weekly status report

Create Customer specific survey progress and result reports

4.4 Project Kick-off


Prepare and deliver kickoff presentation materials like project charter and project time lines with milestones to be achieved

Participate in the kickoff meeting on site or via virtual meeting session


Participate in the kickoff meeting to confirm scope of the SE Service, goals/objectives, and high level timeline

Sponsor to deliver message of SE project to internal stakeholders supporting the SAP Product Steward SAP Product Stewardship Network.


Agree on project charter, Supplier Enablement plan, timeline and milestones and project organization

Review key success factors for the SAP Product Stewardship Network solution

Setup and execute one Kick-off meeting

4.5 Strategy Phase

4.5.1 Define Supplier Enablement Strategy and Scope SAP will provide the following assistance to Customer to develop a strategy (“Strategy”) to support the Customer’s deployment of the SAP Product Stewardship Network solution. The Strategy will consist of high level goals, objectives and timeline for the SE Service.


Propose SE strategy to support the SE project

Supplier and material analysis: SAP will explain upload file data structure, system upload process and the matching of supplier data against existing supplier accounts on the network. Based on first customer delivered upload file, SAP will perform duplicate check, high level quality check. File consistency check will be performed in a test system before upload. SAP will communicate necessary changes for lists of uploaded materials and suppliers back to Customer. SAP will provide final quality check of list of uploaded suppliers and reflect recommendation to the Customer.

For the Supplier Enablement goals, SAP will conduct a meeting with Customer team to review business goals and objectives, Strategy process, Customer requirements and SAP Product Stewardship Network timeline

Defining flight plan: On the basis of the list of Identified Suppliers and the Customer timeline, SAP will develop and propose a flight plan to perform Supplier Enablement according to supplier importance, countries, goals and overall number of suppliers. The flight plan includes the timing and number of suppliers in onboarding waves.


Communication plan: Assist in creating the project communication plan.


Perform Supplier and material analysis: Supplier data must be provided to SAP in the Supplier Upload Template once per wave. Customer will work with SAP, if there is a data quality issue such as missing required fields

Create a ranking of the most important Identified Suppliers

Clean and rework materials and supplier upload lists based on SAP’s recommendation

Upload file and perform supplier matching and duplicate check in customers account

Perform ERP processes to transmit supplier or material information to SAP Product Stewardship Network.

Clarify Goals: Customer needs to define goals that he wants to achieve by running SE project

Creating a communication plan: Customer needs to create a communication plan that gives a clear understanding and messaging to suppliers

Defining a policy: Customer needs to define a policy that ensures that suppliers will follow the initiative with respect to the defined goals

Signoff on the final strategy including flight plan wave sign off prior to each supplier registration phase


Jointly review the Customer’s expectations regarding the contracted scope of:

o Finalize an appropriate strategy to meet the goals of the Program and drive supplier adoption

o Jointly develop a flight plan to include recommended enablement waves for Identified Suppliers


4.6 Design and Build Phase

4.6.1 Define the Unresponsive Supplier Escalation Process SAP KEY DELIVERABLES AND ACTIVITIES:

Facilitate best practice sharing with Customer


Customer will be responsible for the definition of a Unresponsive Supplier escalation process.

4.6.2 Creating the Communication Letters SAP KEY DELIVERABLES AND ACTIVITIES:

Assist Customer in creating the supplier communication letters based on Customer’s requirements and SAP’s best practices.

Provide templates, such as Solution notification letter and supplier invitation


Customer will be responsible for the creation of the different supplier communication letters for different mediums (email, Solution notification) and for the different phases (e.g. email reminders)

4.6.3 Define Educational Approach and Materials 4.6.3.1 Customer Education Setup SAP KEY DELIVERABLES AND ACTIVITIES:

Facilitate best practice sharing with Customer

Offer SAP Product Stewardship Network business process training to key users via email, remote and webinar during design and build phase


Identify and provide a resource(s) to be trained on SAP’s SE best practices and methodology

Develop training plan and materials for identified Customer stakeholders

4.6.4 Supplier Education Setup SAP KEY DELIVERABLES AND ACTIVITIES:

Setup SAP Product Stewardship Network education and training (in English) based on standard materials to educate and train Identified Suppliers, if applicable, in the following areas, as applicable to the process of:

o Account setup and maintenance

o Information request business process with respect to the initiated SE project scope


Develop training plan and materials for Identified Suppliers


Customer may choose to create and host Customer specific supplier education materials and keep the materials up to date.

Provide education and training materials in other languages than English

4.6.5 SAP Product Stewardship Network Account Setup SAP KEY DELIVERABLES AND ACTIVITIES:

Assist Customer in configuring the SAP Product Stewardship Network account


Customer will be responsible for configuring the SAP Product Stewardship Network account based on requirements and SAP’s best practices

4.7 Go-live and Register

4.7.1 Perform Readiness Check SAP KEY DELIVERABLES AND ACTIVITIES:

Deliver a readiness check list to ensure deliverables for go-live, status overview and risk mitigation proposals.

Participate in stakeholder session and assist project status communication


Active participation in readiness check activities and risk mitigation proposals and discussions

Schedule stakeholder session

Communicate Go-live decision or reasons for not going live.


Work on readiness check list and provide overview on deliverables for go-live, status information and risk mitigation

4.7.2 Send Project Notification and Perform Supplier Summit SAP KEY DELIVERABLES AND ACTIVITIES:

Assist Customer in sending project notification and performing supplier summits based on SAP’s best practices. Supplier summits are being held as webinar.


Sending aligned project notification to Identified Suppliers

Perform Supplier Summits in order to roll out the project to the suppliers with all relevant information like motivation for participation, steps to perform, timelines and consequences of being unresponsive to the invitation to use PSN.

4.7.3 Invite Suppliers to the Solution SAP KEY DELIVERABLES AND ACTIVITIES:

Review the PSN based notification content and process


Assist Customer in inviting Identified Suppliers to PSN


Creating the SAP Product Stewardship Network based notification text for the invite process

Invite the Identified Suppliers using the SAP Product Stewardship Network notification emails

4.7.4 Supplier Registration and Support SAP KEY DELIVERABLES AND ACTIVITIES:

Provide campaign strategy addressing communication, timing and best practices for SE and SAP Product Stewardship Network.

Set-up and align support processes and supplier communication with the customer.

Provide SAP Product Stewardship Network registration assistance for Identified Suppliers via e-mail or other online channels.

Provide solutions for specific and complex supplier requests (e.g. multiple subsidiaries/brands, multiple contacts inside a supplier company, multiple vendor IDs, multiple registrations for one company, etc.). Support Customer in resolving issues for non-registered Identified Suppliers.


Support the SE campaign strategy recommended by SAP

Escalate non-registered Identified Suppliers using the defined escalation procedure

Maintain and update the Customer specific education content on the supplier information portal, not owned from SAP.

Ensure change management has been rolled out to affected stakeholders

Support suppliers in answering questions that are specific to the Customer Program or the customer’s business and not related to the use of SAP Product Stewardship Network.

Create registration status reports


Discuss and align risk mitigation, process and timelines in case project is not on track

4.7.5 Weekly Status Reports and Health Checks


Execute and schedule project reviews, participate with key stakeholders and derive action items on regular basis

Discuss and align risk mitigation, process and timelines

4.8 Request and Productive Use

4.8.1 Send Request SAP KEY DELIVERABLES AND ACTIVITIES:


Assist Customer in creating and sending SAP Product Stewardship Network information requests. The request scope and format is depending on SE project scope.


Sending Information Requests to Identified Suppliers. The request format is depending on project scope.

For sustainability assessments, prepare and create the assignment of suppliers to surveys and surveys.

For product compliance and conflict mineral declarations, create and send declaration requests.

4.8.2 Request Support SAP KEY DELIVERABLES AND ACTIVITIES:

Provide support to Identified Suppliers to answer Customers information requests on SAP Product Stewardship Network. Support will be provided by email or other online channels. Support availability: Monday to Friday 9.00 am -17.00 pm CET. Phone support is not provided.

Provide campaign strategy addressing communication, timing and best practices for SE SAP Product Stewardship Network. Support Customer in resolving issues for Identified Suppliers

Any general SAP Product Stewardship Network related materials will be available to all Identified Suppliers through the standard SAP Product Stewardship Network links


Support the SE campaign strategy recommended by SAP

Follow up with Identified Suppliers determined by SAP to be non-provisioning Escalate non-provisioning Identified Suppliers via functional areas (e.g. purchasing)

Perform ERP processes to transmit supplier or material information to SAP Product Stewardship Network

Ensure change management has been rolled out to affected stakeholders

Create supplier progress reports


Discuss and align risk mitigation, process and timelines in case project is not on track

Support the Identified Suppliers in running their SAP Product Stewardship Network transactions

4.8.3 Productive Support – Help Desk SAP KEY DELIVERABLES AND ACTIVITIES:

SAP will provide standard productive supplier support (helpdesk) for suppliers deployed on the Service during the Subscription Term based on a Flight Plan (SE wave plan, one wave has minimum of 50 suppliers). Initiatives triggered by Customer will be the Customer's responsibility. Support availability for Customer’s suppliers shall be: Monday to Friday 9.00 am -17.00 pm CET. All supplier support incidents should be submitted to Sap via an SAP-provided email address, or such other means as designated by SAP. Phone support is not provided.


SAP will forward any questions related to Customer internal processes to the Customer for resolution directly with the identified Supplier

Standard productive supplier support typically includes questions regarding: Supplier registration, ID & password assistance, basic account configuration, SAP Product Stewardship Network “How To” Navigation, administrative changes and account consolidation

Standard productive supplier support is limited to the subscription term. SAP will hand-over the support to Customer after this time period.


Reply on questions concerning the program or affiliated processes

Address any specific questions related to Customer internal processes


Schedule status reviews, participate with key stakeholders and derive action items on regular basis

Discuss and align risk mitigation, process and timelines in case Project is not on track

4.9 Project Close


SAP will inform Customer about closing time lines and setup the Project close meeting. The project close will be scheduled, when the requests on PSN have been sent out and the suppliers had 8 weeks’ time to answer. The supplier request response rate at that date is not a criterion for Project close.

At Project close, SAP will hand over the following processes to Customer responsibility: addition of new suppliers; creation of communication and training material; training of and communication to new suppliers; sending requests or surveys; reporting


Customer has to attend the project close meeting

Customer has to accept and work on open support cases handed over from SAP

From the Project closing date on Customer is responsible for own productive use and support coverage.


5 Overall Customer Responsibilities Summary

Customer shall:

The services described in this Supplier Enablement services description are a standard offering for a fixed fee provided that the following parameters are met:

SAP will lead technology workstream, including managing project scope, risks, timeline and project management routines within the SAP sphere of influence

Customer will be responsible for removal of road blocks and impediments that impact the project timeline

Customer will provide a single point of contact by which all deliverables, issues and risks are communicated to and coordinated with SAP Project Management lead.

Customer will provide single point of contact for project sponsorship by which all escalations are communicated to the SAP sponsor.

The services defined herein will be delivered in English

SAP will enable suppliers with no integration, unless otherwise stated herein, and no

application customization.

All required contracts, including the Agreement, this SOW, and SAP End User Agreements

for Suppliers will be fully executed before deploying the Supplier.

Customer will have the ability to make decisions with respect to this project within three

business days of the request. If the time frames are longer, the schedule and estimates may

be impacted.

Any changes to the project scope or requirements will be addressed via a Project Change

Request (PCR) process

Customer will provide access to all internal and confidential information as it relates to the

objectives of the SAP project.

Customer executive buy-in and sponsorship have been obtained for this project, and such

sponsorship is required for successful completion of the Services defined herein.

The work during the project will be conducted primarily at the SAP office in the region from

which the staff is provided. In addition, some work may be performed at Customer’s locations

as determined by SAP.

If determined necessary to be onsite at Customer location, Customer will provide the

necessary materials and workplace configuration when the SAP team is at Customer’s offices

(i.e. LAN/WAN access, printer access, facilities access, etc.).

If determined necessary to travel onsite at Customer MSP location, Customer will be solely

responsible for all associated cost of travel.

SAP and Customer will commit the necessary resources and management involvement (both

functional and technical) to support the Services to be performed for the duration of the

project.

SAP will not be responsible for any delay or failure in the performance of the Services, or for

any increase in the cost of the Services to the extent caused by Customer’s failure to fulfill its

obligations under this deployment description.

SAP will have no obligation to continue performing Services under this Services Enablement

description beyond the date of Customer’s first use of the work product resulting from

Services in a live, production environment (the “Launch Date”), and such work product shall

be deemed accepted upon such use. Any issues relating to the work product that arise after

the date of such use may, to the extent appropriate, be addressed by Customer through the

SAP support services available to Customer under the Agreement.

SAP will flex hours between phases as deemed necessary by project team without the need

of a Change Request so long as movement of hours between phases does not exceed total

hours for the deployment service option.


Customer will utilize SAP best practice communications in managing SAP Product Stewardship Network notification to both internal stakeholders and external Identified Supplier contacts to accelerate and maximize Identified Supplier adoption.

Create an enforcement process to ensure all information exchanges that are submitted by customers outside of the SAP Product Stewardship Network are rejected once a supplier is classified as registered supplier.

February 16, 2015 22

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any

form or for any purpose without the express permission of SAP AG or

an SAP affiliate company.

SAP and other SAP products and services mentioned herein as well

as their respective logos are trademarks or registered trademarks of

SAP SE (or an SAP affiliate company) in Germany and other

countries. Please see http://global12.sap.com/corporate-

en/legal/copyright/index.epx for additional trademark information and

notices.

Some software products marketed by SAP SE and its distributors

contain proprietary software components of other software vendors.

National product specifications may vary.

These materials are provided by SAP SE or an SAP affiliate company

for informational purposes only, without representation or warranty of

any kind, and SAP SE or its affiliated companies shall not be liable for

errors or omissions with respect to the materials. The only warranties

for SAP SE or SAP affiliate company products and services are those

that are set forth in the express warranty statements accompanying

such products and services, if any. Nothing herein should be

construed as constituting an additional warranty.

In particular, SAP SE or its affiliated companies have no obligation to

pursue any course of business outlined in this document or any

related presentation, or to develop or release any functionality

mentioned therein. This document, or any related presentation, and

SAP SE’s or its affiliated companies’ strategy and possible future

developments, products, and/or platform directions and functionality

are all subject to change and may be changed by SAP SE or its

affiliated companies at any time for any reason without notice. The

information in this document is not a commitment, promise, or legal

obligation to deliver any material, code, or functionality. All forward-

looking statements are subject to various risks and uncertainties that

could cause actual results to differ materially from expectations.

Readers are cautioned not to place undue reliance on these forward-

looking statements, which speak only as of their dates, and they

should not be relied upon in making purchasing decisions.

http://global12.sap.com/corporate-en/legal/copyright/index.epx

http://global12.sap.com/corporate-en/legal/copyright/index.epx