SAP Commerce (Hybris)

The following table lists Service Relationships (roles and responsibilities) for SAP Commerce (Hybris):

Tasks

RAS Digital Experience: Application installation and configuration

RAS Digital Experience: Experts only

RAS Digital Experience: Application operations

Customer/SI

Provide advisory and consulting services from the SAP Hybris Commerce architect and the engineering team

R, A

R, A

Provide 24x7x365 access to a team of Application Support Engineers, including highly technical .NET experts who:

  • Are experienced in infrastructure management

  • Provide active monitoring of the complete environment

R, A

Consult on SAP Hybris Commerce architecture best practices

R, A

R, A

Determine environment sizing, including:

  • Number and name of environments (DEV, QA, PROD)

  • Number of nodes

  • Virtual machine CPU and RAM requirements

  • Amount of disk space needed

C, I

C, I

R, A

Define and document initial OS-level requirements, including:

  • Mount names

  • Mount sizes

  • User setup

C, I

C, I

R, A

Verify compatibility with SAP Hybris Commerce-supported environments matrix, including:

  • Operating system

  • Application server

  • JVM

  • Virtualization

R, A

R, A

R, A

C, I

Define initial application server configuration, including:

  • JVM heap sizing

  • Garbage collection tuning parameters

  • Server instance layout

  • Session timeout values (if not defined in the application)

  • Port configurations and instance naming conventions

C, I

C, I

R, A

Develop application code, including:

  • Custom components and templates

  • Client libraries

  • Custom workflows

R, A

Migrate legacy content

R, A

Provide consultation on SAP Hybris Commerce specific disaster-recovery implementations and high-availability approaches

R, A

R, A

Consult and advise on SAP Hybris Commerce best practices and standards, including:

  • Environment scalability

  • Security

  • Caching (local and CDN)

R, A

R, A

Provide SAP Hybris Commerce content deployment

R, A

Provide SAP Hybris Commerce user administration

R, A

Provide an environment for building and deploying application code, including:

  • Install Jenkins continuous integration application

  • Set up automated process for SQL deployments (iff needed and agreed to)

  • Install Solr search server

  • Install Apache with requested plug-ins

  • Install HUB servers

  • Install back-office servers

R, A

Create SAP Hybris Commerce build scripts (ANT) scripts

R, A

Create deployment scripts

R, A

Create environment management scripts

R, A

Apply recommended hotfixes and service packs

R, A

Apply specific customer-requested hotfixes

R, A

Configure advanced synthetic and static URL monitoring

R, A

Install application performance management (APM) tools

R, A

Provide read access to application monitoring data

R, A

Provide environment runbook template, including:

  • Contacts

  • Rackspace hosting

  • Customer

  • Vendor

R, A

Provide environment description application server configuration procedures, including:

  • Build process

  • Monitoring configuration

  • Application deployment process

  • Standard deployment

  • Rollback procedure

  • Incident reporting

R, A

Populate the environment runbook

R, A

Create and maintain customer information library

R, A

R, A

Deploy custom code

R, A

Conduct application smoke testing and quality assurance

R, A

Conduct performance load testing

R, A

Escalate SAP Hybris Commerce issues to SAP

C, I

R, A

Troubleshoot application server issues

R, A

R, A

Provide guidance and insight with application monitoring tool data, including:

  • Java profile (Heap, CPU, replication queues)

  • Application performance

  • Faster root-cause analysis

  • Business transaction errors

  • Bottleneck identification

  • Average response-time metrics

R, A

Implement and manage SAP Hybris Commerce maintenance operations

R, A

R, A

Provide tuning recommendations based on SAP Hybris Commerce best practices

R, A

R, A

Provide recommendations on new SAP Hybris Commerce service packs and hotfixes

R, A

R, A

Provide environment trend data for capacity planning

R, A

Provide reporting around the customer experience, including:

  • Understand how pages, Ajax requests, and iframes perform over time

  • Gain insight into the performance of individual pages and requests as experienced by end users

  • Find the worst performing pages by using multiple common metrics

R, A

Provide application performance management software, including:

  • APM tool

  • Infrastructure monitoring tool

  • Synthetic transaction monitoring tool

  • Browser real user monitoring tool

  • Data analytics tool

  • Ability to profile Java and .NET

  • Application performance dashboard

  • Faster root-cause analysis

  • Bottleneck identification

R, A