sap enterprise support schedule (“e schedule”) 企業級支...
TRANSCRIPT
SAP 機密文件
zhTW.v.10-2010 1
SAP ENTERPRISE SUPPORT SCHEDULE (“E Schedule”)
企業級支援服務附錄
（「本企業級支援服務附錄」）
In each instance in which provisions of this Schedule contradict or are inconsistent with the provisions of the Agreement, including any appendices, exhibits, order forms or other documents attached to or incorporated by reference to the Agreement,the provisions of this Schedule shall prevail and govern.
本附錄之規定若與本合約條款有所牴觸或不符者，(包括任何附件，展示，訂單或者其他附帶的
文檔或者包含在支援協定的文檔)以本附錄之規定為準。
This Schedule governs the provision of support services by SAP as further defined herein (―SAP Enterprise Support‖) for all software licensed by Licensee under the Agreement (hereinafter collectively referred to as the ―Enterprise Support Solutions‖), excluding software to which special support agreements apply, exclusively.
本附錄規定了自本附錄生效之日起由 SAP 提供予被授權人所有經 SAP 授權使用之 SAP 軟體支
援服務(詳情可參見以下內容)的內容(以下稱―SAP 企業級支援‖)，但適用特殊支援服務合約之
SAP 軟體除外。
1. Definitions
1. 定義：
1.1 ―Go-Live‖ marks the point in time from when, after implementation of Enterprise Support Solutions or an upgrade of the Enterprise Support Solutions, the Enterprise Support Solution can be used by Licensee for processing real data in live operation mode and for running Licensee’s internal business operations in accordance with the Agreement.
1.1 ―上線（Go-Live）‖標誌著企業級支援解決方案實施後或對企業級支援解決方案進行升
級後之時間點，從該時間點開始，被授權人得根據本附錄規定使用企業級支援解決方案，
在實際營運模式下處理真實的資訊並管理被授權人的內部業務運營。
1.2 ―Licensee Solution‖ shall mean Enterprise Support Solutions and any other software licensed by Licensee from third parties provided such third party software is operated in conjunction with Enterprise Support Solutions.
1.2 ―被授權人解決方案‖是指企業級支援解決方案和被授權人從第三方獲得使用授權的任
何其他軟體，但該等第三方軟體應與企業級支援解決方案結合運行。
1.3 ―Production System‖ shall mean a live SAP system used for running licensee’s
internal business operations and where Licensee’s data is recorded.
1.3 ―正式上線環境‖是指用於被授權人內部業務運行且記錄被授權人資訊之 SAP 上線系
統。
1.4 ―SAP Software Solution(s)‖ shall mean a group of one or multiple Production
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Systems running Licensee Solutions and focusing on a specific functional aspect of
Licensee’s business. (Details and examples can be found on the SAP Service
Marketplace as specified in SAP Note 1324027or any future SAP Note which replaces
SAP Note 1324027)..
1.4 ―SAP 軟體解決方案‖是指由一個或多個運行被授權人解決方案且集中於被授權人業
務職能之一個特定方面正式上線環境組成之產品組合。詳情及案例請參見 SAP 支援服務網
站, 見 SAP 第 1324027 号註釋或任何替代 SAP 第 1324027 号註釋的 SAP 註釋）。
1.5 ―Service Session‖ shall mean a sequence of support activities and tasks carried out
remotely to collect further information by interview or by analysis of a Production System
resulting in a list of recommendations. A Service Session could run manually, as a
self-service or fully automated.
1.5 ―服務期間‖是指一系列通過訪談或者生產系統分析對一個事件搜集進一步資訊的遠端
支援行為和任務，以產生一個建議列表。服務期間可以以手工方式，自我服務方式或者完
全自動地方式進行.
1.6 ―Top-Issue‖ shall mean issues and/or failures identified and prioritized jointly by
SAP and Licensee in accordance with SAP standards which (i) endanger Go-Live of a
pre-production system or (ii) have a significant business impact on a Production System.
1.6 ―重大問題（Top-Issue）‖是指由 SAP 和被授權人根據 SAP 標準共同確認並優先考慮
之問題和/或者故障，這些問題和/或故障 (i) 可能危及某一即將上線系統之上線；或 (ii) 對
被授權人的核心正式上線環境具有重要的業務影響。
1.7 ―Local Office Time‖ shall mean regular working hours (8.00 a.m. to 6.00 p.m.)
during regular working days, in accordance with the applicable public holidays observed
by SAP’s registered office. With regard to SAP Enterprise Support only, both parties can
mutually agree upon a different registered office of one of SAP’s affiliates to apply and
serve as reference for the Local Office Time.
1.7 ― 本地工作時間‖是指 SAP 註冊地適用正常工作日之正常工作時間（上午 8 點至下午 6
點）。僅針對本企業級支援服務而言，雙方可共同協商選擇 SAP 關聯公司之另一個註冊地
所在的辦公室所使用的工作時間作為―本地工作時間‖。
2. Scope of SAP Enterprise Support. Licensee may request and SAP shall provide, to such degree as SAP makes such services generally available in the Territory, SAP Enterprise Support services. SAP Enterprise Support currently includes:
2. SAP 企業級支援的範圍。被授權人可以要求並且 SAP 應提供 SAP 企業級支援服務，但應
以 SAP 在區域內普遍可提供該等服務為限。目前，SAP 企業級支援包括：
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Continuous Improvement and Innovation
New software releases of the licensed Enterprise Support Solutions, as well as tools
and procedures for upgrades.
Support packages - correction packages to reduce the effort of implementing single
corrections. Support packages may also contain corrections to adapt existing
functionality to changed legal and regulatory requirements.
For releases of the SAP Business Suite 7 core applications (starting with SAP ERP
6.0 and with releases of SAP CRM 7.0, SAP SCM 7.0, SAP SRM 7.0 and SAP PLM
7.0 shipped in 2008), SAP current practice is to provide enhanced functionality and/or
innovation through enhancement packages or by other means as available. During
mainstream maintenance for an SAP core application release, SAP may provide one
enhancement package or other update per calendar year.
Technology updates to support third-party operating systems and databases.
Available ABAP source code for SAP Software applications and additionally released
and supported function modules.
Software change management, such as changed configuration settings or Enterprise
Support Solutions upgrades, is supported, for example with content and information
material, tools for client copy and entity copy, and tools for comparing customization..
SAP provides Licensee with up to five days remote support services per calendar year
from SAP solution architects
o to assist Licensee in evaluating the innovation capabilities of the latest SAP
enhancement package and how it may be deployed for Licensee’s business
process requirements.
o to give Licensee guidance in form of knowledge transfer sessions, weighted
one day, for defined SAP software/applications or Global Support Backbone
components.
o Currently, content and session schedules are stated at
http://service.sap.com/enterprisesupport. Scheduling, availability and delivery
methodology is at SAP’s discretion.
SAP gives Licensee access to guided self services as part of SAP Solution Manager
Enterprise Edition, helping the Licensee to optimize technical solution management of
selected Enterprise Support Solutions.
Configuration guidelines and content for Enterprise Support Solutions is usually
shipped via SAP Solution Manager Enterprise Edition
Best practices for SAP System Administration and SAP Solution Operations for SAP
Software.
SAP configuration and operation content is supported as integral parts of Enterprise
Support Solutions.
Content, tools and process descriptions for SAP application Lifecycle Management
are part of the SAP Solution Manager Enterprise Edition, the Software and/or the
applicable Documentation for the Enterprise Support Solutions.
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持續改進和創新
已許可之企業級支援解決方案的新軟體發佈，以及發佈用於升級的工具和程式。
支援包—更正包以降低實施每一單獨的更正的工作量。支援包中可能還包括對現有功能
的變更以適應法律法規的變化。
對於 SAP Business Suite 7 核心應用版本 (從 SAP ERP 6.0 開始，包括 2008 年發佈
的 SAP CRM 7.0, SAP SCM 7.0, SAP SRM 7.0 和 SAP PLM 7.0 版本), SAP 通過功
能增強包或其他方法提供功能 增強和/或創新。對於處於主流維護的 SAP 核心應用版
本，SAP 現有模式為在每個日曆年度提供一個功能增強包或其他更新。
技術更新，以支援協力廠商作業系統和資料庫。SAP 軟體應用及已發佈並支援的功能模
組；其 ABAP 原始程式碼可用
軟體變更管理，如配置設置的變更或標準支持解決方案升級，通過共用內容和資訊文檔、
集團拷貝和實體拷貝的工具以及配置對比的工具等方式來支援。
每個日曆年度，SAP 向被授權人提供最多五天的由解決方案駕構師提供遠端支援服務
來
o 協助被授權人評估最新的 SAP 功能增強包的創新能力以及可以如何部署功能增強
包來滿足被授權人的業務流程需求。
o 以知識轉移會議的形式(占比 1 天)向被授權人提供定義的 SAP 軟體/應用或者全球
支援中樞組件的指引,
o 現有的內容和會議議程記載在 http://service.sap.com/enterprisesupport. 排程,可
用性和交付方法均由 SAP 獨自斟酌決定.
SAP 向被授權人提供作為 SAP 解決方案管理器企業版一部分的引導自助服務的路徑,説
明被授權人優化所選的企業支援解決方案的技術解決方案管理.
通過 SAP 解決方案管理器交付的企業級支援解決方案配置指導和內容
作為企業級支援解決方案組成部分的 SAP 配置和運維內容.
作為 SAP 解決方案管理器企業版的組成部分的對 SAP 應用的生命週期管理的內容，工
具和流程描述，軟體和/或企業級支援解決方案的適用文檔。
Advanced Support for Enhancement Packages and other SAP Software Updates
SAP offers special remote checks delivered by SAP solution experts to analyze planned or
existing modifications and identify possible conflicts between Licensee custom code and
enhancement packages and other Software updates. Each check is conducted for one
specific modification in one of Licensee's core business process steps. Licensee is entitled
to receive two out of the following services per calendar year per SAP Software Solution.
Modification Justification: Based on Licensee’s provision of SAP required
documentation of the scope and design of a planned or existing custom modification in
SAP Solution Manager, SAP identifies standard functionality of Software which may
fulfill the Licensee’s requirements (for details see http://service.sap.com/).
Custom Code Maintainability: Based on Licensee’s provision of SAP required
documentation of the scope and design of a planned or existing custom modification in
SAP Solution Manager, SAP identifies which user exits and services may be available
to separate custom code from SAP code (for details see http://service.sap.com/).
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對功能增強包和其他 SAP 軟體更新的增強支援
SAP 提供特殊的遠端檢查來分析計畫的或現有的更改並識別被授權人自定義代碼與功能增
強包及其他軟體更新間可能的衝突。每個檢查都是針對被授權人核心業務流程某個步驟的某
項特定更改執行的。對於每個 SAP 軟體解決方案，被授權人有權在每個日曆年度獲得兩次
以下服務。
更改驗證: 基於被授權人在 SAP 解決方案管理器中按照 SAP 要求維護的關於計畫的或
現有的自定義更改範圍和設計的文檔, SAP 識別可以用來滿足被授權人需求的軟體的
標準功能。(詳情請參見 http://service.sap.com/).
自定義代碼維護: 基於被授權人在 SAP 解決方案管理器中按照 SAP 要求維護的關於計
畫的或現有的自定義更改範圍和設計的文檔, SAP 識別哪些用戶出口和服務可以將自
定義代碼從 SAP 代碼中分離出來 (詳情請參見 http://service.sap.com/).
Global Support Backbone
SAP Service Marketplace - SAP's knowledge database and SAP’s extranet for
knowledge transfer on which SAP makes available content and services to licensees
and partners of SAP only.
SAP Notes on the SAP Service Marketplace document software malfunctions and
contain information on how to remedy, avoid and bypass errors. SAP Notes may
contain coding corrections that licensee can implement into their SAP system. SAP
Notes also documents related issues, licensee questions, and recommended
solutions (e.g. customizing settings).
SAP Note Assistant - a tool to install specific corrections and improvements to SAP
components.
SAP Solution Manager Enterprise Edition – as described in Section 2.4
全球支援中樞
SAP 服務市場—SAP 知識資料庫和用作知識轉移的 SAP 外部網路，SAP 僅通過該外
部網路為被授權人和 SAP 夥伴提供內容和服務。
SAP 服務市場的 SAP 注釋記錄軟體錯誤並包括如何補救、避免或繞開錯誤。SAP 注釋
也可能包含被授權人可以在自己的 SAP 系統中實施的編碼改正。SAP 注釋還包含了相
關問題或被授權人的疑問以及推薦的解決辦法（例如，客戶化設置）等。
SAP 註釋帮助（SAP Note Assistant）—用于為 SAP 组件安装特定更正和改進的一個工
具。
SAP 解决方案管理器（SAP Solution Manager）企業版—見第 2.4 條的说明。
Mission Critical Support
Global message handling by SAP for problems related to Enterprise Support Solutions
(excluding software to which special support agreements apply), including Service
Level Agreements for Initial Reaction Time and Corrective Action (for more
information refer to Section 2.1).
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SAP Support Advisory Center – as described in Section 2.2.
Continuous Quality Checks – as described in Section 2.3.
Global 24x7 root cause analysis and escalation procedures in accordance with section
2.1 below.
Root Cause Analysis for Custom Code: For Licensee custom code built with the SAP
development workbench, SAP provides mission-critical support root-cause analysis,
according to the Service Level Agreement stated in Sections 2.1.1, 2.1.2 and 2.1.3
applicable for priority ―very high‖ and priority ―high‖ messages. If the Licensee custom
code is documented according to SAP’s then-current standards (for details see
http://service.sap.com/), SAP may provide guidance to assist Licensee in issue
resolution
關鍵任務支援
針對與企業級支援解決方案（排除特殊支援協定適用的軟體）相關問題的 SAP 全球資
訊處理，包括對初始反應時間和修正行為的服務水準協定（更多資訊請參考第 2.1 條）。
SAP 支持指導中心-見第 2.2 條描述。
SAP 持續品質檢查-見第 2.3 條描述。
全球 24x7 根本原因分析和緊急問題提升應急機制，請參見 2.1 條。
自定義代碼的根本原因分析: 對於在 SAP 開發工作臺上開發的被授權人的自定義代碼,
SAP 提供關鍵核心業務支援和根本原因分析，並對優先順序為―最高級別‖和―高級別‖的
問題根據 2.1.1, 2.1.2 及 2.1.3 條描述提供服務水準協定。如果被授權人的自定義代碼
的記錄文檔是按照 SAP 當時的標準維護的(詳情請參見 http://service.sap.com/), SAP
可以提供指導來協助被授權人解決問題。
Other Components, Methodologies, Content and Community Participation
Monitoring components and agents for systems to monitor available resources and
collect system status information of the Enterprise Support Solutions (e.g. Early Watch
Alert)..
Pre-configured test templates and test cases are usually delivered via the SAP
Solution Manager Enterprise Edition. In addition the SAP Solution Manager Enterprise
Edition assists Licensee’s testing activities with functionalities that currently include:
o Test administration for Software by using the functionality provided as part of
the SAP Solution Manager
o Quality Management for management of ‖Quality-Gates―
o SAP-provided tools for automatic testing
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o SAP-provided tools to assist with optimizing regression test scope. Such tools
support identifying the business processes that are affected by a planned
Software change and make recommendations for the test scope as well as
generating test plans (for details see http://service.sap.com/).
Content and supplementary tools designed to help increase efficiency, which may
include implementation methodologies and standard procedures, an Implementation
Guide (IMG) and Business Configuration (BC) Sets.
Access to guidelines via the SAP Service Marketplace, which may include
implementation and operations processes and content designed to help reduce costs
and risks. Such content currently includes:
o End-to-End Solution Operations: Assists Licensee with the optimization of the
end-to-end operations of Licensee’s SAP Software Solution.
o Run SAP Methodology: Assists Licensee with application management,
business process operations, and administration of the SAP NetWeaver®
technology platform, and currently includes:
The SAP standards for solution operations
The road map of Run SAP to implement end-to-end solution
operations
Tools, including the SAP Solution Manager application management
solution
o For more information on the Run SAP methodology, refer to
http://service.sap.com/runsap
Participation in SAP's customer and partner community (via SAP Service Marketplace), which
provides data about best business practices, service offerings, etc.
其他元件、方法論,內容和參加社區
系統監控元件和代理來監控可用資源。
系統搜集元件，報告企業級支援解決方案狀態，（如先期預警）。
在 SAP 解決方案管理器企業版中發佈的預配置測試範本和測試案例。SAP 解決方案
管理器企業版還能協助被授權人在如下功能上的測試活動:
o 作為SAP解決方案管理器的組成部分的軟體測試管理
o 在品質監控點上的品質管制
o SAP 提供的自動化測試的工具
o SAP 提供的工具來協助優化回歸測試的範圍.。此類工具支援識別由計畫
的軟體變更影響的業務流程並對測試範圍提出建議並生成測試計畫。 (詳情請
參見 http://service.sap.com/).
通過內容和輔助工具的設定以幫助提高效率。這些內容和輔助工具可能包括實施方法
論和標準步驟、最佳實踐、一套實施指導（IMG）和業務配置（BC）組合和客戶化監控。
訪問 SAP 支援服務網站來獲得指導檔。服務網站中包括為降低成本和風險設計的實
施及運維流程和內容。內容目前包括：
o 全方位解決方案運維: 協助被授權人對其SAP軟體解決方案進行全方位運
維優化.
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o Run SAP 方法論: 協助被授權人進行應用管理，業務流程運行以及管理
SAP NetWeaver® 技術平臺，現包括:
SAP解決方案運維標準
實施全方位解決方案運維的 Run SAP 路線圖
工具, 包括 SAP 解決方案管理器應用管理解決方案
o 更多Run SAP 方法論的資訊，請參見 http://service.sap.com/runsap.
參加 SAP 的客戶和合作夥伴社區（通過 SAP 服務市場），提供有關最佳業務實踐、可
提供的服務等方面的資料。
2.1. Global Message Handling and Service Level Agreement (SLA). When Licensee reports malfunctions, SAP supports Licensee by providing information on how to remedy, avoid or bypass errors. The main channel for such support will be the support infrastructure provided by SAP. Licensee may send an error message at any time. All persons involved in the message solving process can access the status of the message at any time. For further details on definition of message priorities see SAP Note 67739.
2.1 全球資訊處理和服務水準協議（SLA）。當被授權人報告出現故障時，SAP 會向其提供支
援，告之如何修復、避免或繞開錯誤的資訊。該類支援的主要管道是由 SAP 提供的支援基礎
架構。被授權人可以於任何時間發送一項故障資訊。所有參與資訊解決程式的人員，都可以在
任何時間瞭解資訊處理的狀態。對於報告處理優先度的進一步具體定義見 SAP Note 67739
In exceptional cases, Licensee may also contact SAP by telephone. For such contact (and
as otherwise provided) SAP requires that Licensee provide remote access as specified in
Section 3.2(iii). SAP Enterprise Support is provided exclusively to Licensee’s Customer
Center of Expertise.
在特殊情況下，被授權人還可以通過電話聯繫 SAP。對於此類聯繫方式（以及規定的其他方
式），SAP 要求被授權人開放第 3.2(iii)條規定的遠端存取。SAP 企業級支援僅提供給被授權人
的客戶專長中心。
The following Service Level Agreements (―SLA‖ or ―SLAs‖) shall apply to all Licensee
support messages that SAP accepts as being Priority 1 or 2 and which fulfill the
prerequisites specified herein. Such SLAs shall commence in the first full Calendar
Quarter following the Effective Date of this Schedule. As used herein, ―Calendar Quarter‖
is the three month period ending on March 31, June 30, September 30 and December 31
respectively of any given calendar year.
下述服務水準協議（―SLA‖或―SLAs‖）僅適用於那些 SAP 認可作為最優先順序和第二優先順
序且符合下述規定前提的所有被授權人支援資訊。該類 SLAs 的開始時間為：自本協議生效之
日起算的下一個完整日曆季度開始。在本附錄中，―日曆季度‖是任何一個特定的日曆年中，終
止日分別為 3 月 31 日、6 月 30 日、9 月 30 日或 12 月 31 日的每三個月期間。
2.1.1 SLA for Initial Response Times:
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2.1.1 初始回應時間服務水準協議：
a. Priority 1 Support Messages (―Very High‖). SAP shall respond to Priority 1 support messages within one (1) hour of SAP’s receipt (twenty-four hours a day, seven days a week) of such Priority 1 support messages. A message is assigned Priority 1 if the problem has very serious consequences for normal business transactions and urgent, business critical work cannot be performed. This is generally caused by the following circumstances: complete system outage, malfunctions of central SAP functions in the Production System, or Top-Issues.
a. 最高優先順序支援資訊 (―最高級別‖)。SAP 將在收到最高優先順序支援資訊（一天 24
小時，一周 7 天）後的一個（1）小時內對該等資訊做出回應。如果該問題對正常業務交
易造成了非常嚴重的後果並且非常緊急，導致業務核心工作無法完成，這樣的資訊應屬於
最高優先順序資訊。出現這類資訊一般是由下述情況造成的：整個系統停機、在正式上線
環境中 SAP 核心功能出現故障或出現最重大問題。
b. Priority 2 Support Messages (―High‖). SAP shall respond to Priority 2 support
messages within four (4) hours of SAP’s receipt during SAP’s Local Office Time of such
Priority 2 support messages. A message is assigned Priority 2 if normal business
transactions in a Production System are seriously affected and necessary tasks cannot
be performed. This is caused by incorrect or inoperable functions in the SAP system
that are required to perform such transactions and/or tasks.
b. 第二優先順序支援資訊 (―高級別‖)。在收到第二優先順序支援資訊時，SAP 將會在(在
SAP 的本地工作時間)四（4）個小時內，對該級別資訊做出回應。第二優先順序支援資訊
是指正式上線環境中對正常業務交易造成嚴重影響且必須的任務無法完成的問題。這類情
況是由於如下原因造成的：被用於完成此類交易及/或任務之 SAP 系統功能不能正常運行
或無法運行。
2.1.2 SLA for Corrective Action Response Time for Priority 1 Support Messages:
SAP shall provide a solution, work around or action plan for resolution (―Corrective
Action‖) of Licensee’s Priority 1 support message within four (4) hours of SAP’s receipt
(twenty-four hours a day, seven days a week) of such Priority 1 support message (―SLA
for Corrective Action‖). In the event an action plan is submitted to Licensee as a
Corrective Action, such action plan shall include: (i) status of the resolution process; (ii)
planned next steps, including identifying responsible SAP resources; (iii) required
Licensee actions to support the resolution process; (iv) to the extent possible, planned
dates for SAP’s actions; and (v) date and time for next status update from SAP.
Subsequent status updates shall include a summary of the actions undertaken so far;
planned next steps; and date and time for next status update. The SLA for Corrective
Action only refers to that part of the processing time when the message is being
processed at SAP (―Processing Time‖). Processing Time does not include the time
when the message is on status, ―Customer Action‖ or ―SAP Proposed Solution‖,
whereas (a) the status Customer Action means the support message was handed over
to Licensee; and (b) the status SAP Proposed Solution means SAP has provided a
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Corrective Action as outlined herein. The SLA for Corrective Action shall be deemed
met if within four (4) hours of processing time: SAP proposes a solution, a workaround or
an action plan; or if Licensee agrees to reduce the priority level of the message.
2.1.2 最高優先順序支援資訊更正行動回應時間之 SLA：SAP 將在收到（一天 24 小時，
一周 7 天）該類支援資訊後四（4）個小時內(―更正措施 SLA‖)，提供一項解決方案、或解
決問題的替代方案、或解決該等支援資訊的行動計畫（―更正措施‖）。如果一項行動計畫作
為更正措施提交給被授權人，該行動計畫應包括：（i）錯誤解決流程的現狀；（ii）計畫的
下一步，包括指明專門負責之 SAP 人員；（iii）需要被授權人支援錯誤解決方案流程作出
之行為；（iv）盡可能給出 SAP 採取行動的所計劃的期限；(v) SAP 進行下一次情況通報
的日期和時間。下一次通報應包括：(1)已採取行動的小結；(2)下一步計畫；(3)再下一次
情況通報的日期和時間。更正措施的 SLA 僅指當支援資訊在被 SAP 處理時的那部分處理
時間。處理時間不包括資訊處於 ―客戶行動‖或―SAP 建議的解決方案‖狀態的時間，此處，
(a) ―客戶行動‖狀態是指支援資訊已移交給被授權人；(b) ―SAP 建議的解決方案‖狀態是指
SAP 已經提供本附錄描述的更正措施。如果在四（4）個小時的處理時間內，SAP 提供了
一項解決方案或替代方案或行動計畫，或者被授權人已同意降低資訊的優先順序，則應視
為滿足了更正行動的 SLA。
2.1.3 Prerequisites and Exclusions.
2.1.3 前提和除外情況。
2.1.3.1 Prerequisites. The SLAs shall only apply when the following prerequisites are met for support messages: (i) in all cases except for Root Cause Analysis for Custom Code under Section 2, support messages are related to releases of Enterprise Support Solutions which are classified by SAP with the shipment status ―unrestricted shipment‖; (ii) support messages are submitted by Licensee in English via the SAP Solution Manager Enterprise Edition in accordance with SAP’s then current support message processing log-in procedure which contain the relevant details necessary (as specified in SAP Note 16018 or any future SAP Note which replaces SAP Note 16018) for SAP to take action on the reported error; (iii) support messages are related to a product release of Enterprise Support Solutions which falls into Mainstream Maintenance or Extended Maintenance. For Priority 1 support messages, the following additional prerequisites must be fulfilled by Licensee: (a) the issue and its business impact are described in detail sufficient to allow SAP to assess the issue; (b) Licensee makes available for communications with SAP, twenty four (24) hours a day, seven (7) days a week, an English speaking contact person with training and knowledge sufficient to aid in the resolution of the Priority 1 message consistent with Licensee’s obligations hereunder; and (c) a Licensee contact person is provided for opening a remote connection to the system and to provide necessary log-on data to SAP.
2.1.3.1 前提。只有當支援資訊滿足下述前提時，服務水準協議才適用：(i) 除第 2 條
中規定的對自定義代碼的根本原因分析以外, 支援資訊與企業級支援解決方案的版本有
關，這類版本在交付時被 SAP 分類為―不受限制交付‖；(ii) 被授權人通過 SAP 解決方案
企業級管理器（SAP Solution Manager Enterprise Edition）用英語提交，提交應依照
SAP 當時的支援資訊登錄處理程式的規定，該程式將包括相關的必要細節（見 SAP 第
16018 號注釋或任何替換 16018 號注釋的注釋）以便 SAP 能夠採取行動處理所報告的
錯誤；(iii) 與支援資訊有關的企業級支援解決方案軟體的版本應是處於主流維護或延伸
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維護（Mainstream Maintenance or Extended Maintenance）範疇的版本。對於最優先
順序的支援資訊，被授權人必須滿足以下額外前提：(a) 對問題及對業務造成的影響進
行足夠詳細的說明，以便 SAP 能夠對問題進行評估；(b) 被授權人為與 SAP 進行溝通
已配備一名講英語的工作人員，該工作人員應一天二十四（24）小時、一周七（7）天
可以聯繫到，該工作人員應經過訓練，有豐富的知識，在最高優先順序支援資訊的解決
過程中提供協助，該等協助應與被授權人在本協議中承擔的義務相一致；並且(c) 被授
權人提供一位聯繫人開啟系統的遠端連接，並向 SAP 提供必要的登錄資訊。
2.1.3.2 Exclusions. For SAP Enterprise Support in particular the following types of Priority 1 messages are excluded from the SLAs: (i) support messages regarding a release, version and/or functionalities of Enterprise Support Solutions developed specifically for Licensee (including without limitation those developed by SAP Custom Development and/or by SAP subsidiaries) except for custom code built with the SAP development workbench; (ii) support messages regarding country versions that are not part of the Enterprise Support Solutions and instead are realized as partner add-ons, enhancements, or modifications is expressly excluded even if these country versions were created by SAP or an affiliate of SAP; (iii) the root cause behind the support message is not a malfunction, but a missing functionality (―development request‖) or the support message is ascribed to a consulting request
2.1.3.2 除外情況。就 SAP 企業級支援而言，下述特定最優先順序支援資訊應被排除
在服務水準協議之外：(i) 與為被授權人特別設計的企業級支援解決方案（包括但不限於
由 SAP 客戶開發部門和/或由 SAP 各子公司開發的解決方案）的版本及/或功能相關的
支援資訊；在 SAP 開發工作臺上開發的自定義代碼不在此列; (ii) 與不屬於企業級支援
解決方案一部分的，而是作為合作夥伴增加、增強或修改的特定國家版本(即使這些版本
是由 SAP 或其關係機構開發的)有關的支援資訊，也將被明顯地排除在外；(iii) 造成支
援資訊的根本原因不是功能故障，而是功能缺乏（―開發要求‖），或該支援資訊屬於一項
諮詢要求。
2.1.4 Service Level Credit.
2.1.4 服務水準補償。
2.1.4.1 SAP shall be deemed to have met its obligations pursuant to the SLAs as
stated above by reacting within the allowed time frames in ninety-five percent (95%) of
the aggregate cases for all SLAs within a Calendar Quarter. In the event Licensee
submits less than twenty (20) messages (in the aggregate for all SLAs) pursuant to the
SLAs stated above in any Calendar Quarter during the Enterprise Support term,
Licensee agrees that SAP shall be deemed to have met the its obligations pursuant to
the SLAs stated above if SAP has not exceeded the stated SLA time-frame in more than
one support message during the applicable Calendar Quarter.
2.1.4.1 在一個日曆季度內，對於所有的 SLA 個案而言，如果 95%或以上的個案都在規
定的時限內予以了回應，則 SAP 應已符合了規定的 SLA。在企業級支援服務有效期內，
如果在一日曆季度內，被授權人根據上述 SLA 提交的 message 少於 20 個(以所有的 SLA
匯總計算)，則只要在一個日曆季度內只有一個或以下的 message 的回應時間超過規定的
時限，被授權人同意 SAP 應被視為已符合規定的 SLA。
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2.1.4.2. Subject to Section 2.1.4.1 above, in the event that the timeframes for the
SLA’s are not met (each a ―Failure‖), the following rules and procedures shall apply: (i)
Licensee shall inform SAP in writing of any alleged Failure; (ii) SAP shall investigate any
such claims and provide a written report proving or disproving the accuracy of
Licensee’s claim; (iii) Licensee shall provide reasonable assistance to SAP in its efforts
to correct any problems or processes inhibiting SAP’s ability to reach the SLAs; (iv)
subject to this Section 2.1.4, if based on the report, an SAP Failure is proved, SAP shall
apply a Service Level Credit (―SLC‖) to Licensee’s next SAP Enterprise Support Fee
invoice equal to one quarter percent (0.25%) of Licensee’s SAP Enterprise Support Fee
for the applicable Calendar Quarter for each Failure reported and proved, subject to a
maximum SLC cap per Calendar Quarter of five percent (5%) of Licensee’s SAP
Enterprise Support Fee for such Calendar Quarter. Licensee bears the responsibility of
notifying SAP of any SLCs within one month after the end of a Calendar Quarter in
which a Failure occurs. No penalties will be paid unless notice of Licensee’s well
founded claim for SLC(s) is received by SAP in writing. The SLC stated in this Section
2.1.4 is Licensee’s sole and exclusive remedy with respect to any alleged or actual
Failure.
2.1.4.2. 根據上述 2.1.4.1 條的規定，如果未滿足 SLA 的時限（每次為一個―未履行‖），
將適用下述規則和程式：(i) 對於任何被授權人主張的未履行，被授權人應書面通知 SAP；
(ii) SAP 應對任何該等主張進行調查，並且提供一份書面報告以證明或反駁被授權人主張
的準確性；(iii) 被授權人應向 SAP 提供合理的協助，以糾正任何限制 SAP 履行服務水準
協議義務的問題或程式；(iv) 根據本第 2.1.4 條規定，如果根據報告證明一項 SAP 未履行
屬實，則 SAP 將在向被授權人開出的下一個 SAP 企業級支援費用發票中，提供一項服務
水準補償（―SLC‖），即在日曆季度內，每一次報告並經證實的未履行，可以獲得等於被授
權人 SAP 企業級支援費用額百分之零點二五（0.25%）的補償額，但每個日曆季度內，
服務水準補償最大上限值為被授權人該日曆季度內 SAP企業級支援費用的百分之五（5%）。
被授權人有責任，在發生未履行的日曆季度結束後一個月內通知SAP任何服務水準補償。
除非 SAP 收到被授權人發出的書面服務水準補償請求通知，否則 SAP 將不會支付任何服
務水準補償。本第 2.1.4 條規定的服務水準補償是被授權人就任何主張的或實際存在的未
履行所能夠獲得的唯一和排他性救濟。
2.2 SAP Support Advisory Center. For Priority 1 and Top-Issues directly related to the Enterprise Support Solutions, SAP shall make available a global unit within SAP’s support organization for mission critical support related requests (the ―Support Advisory Center‖). The Support Advisory Center will perform the following mission critical support tasks: (i) remote support for Top-Issues – the Support Advisory Center will act as an additional escalation level, enabling 24X7 root cause analysis for problem identification; (ii) Continuous Quality Check service delivery planning in collaboration with Licensee’s IT, including scheduling and delivery coordination; (iii) provides one SAP Enterprise Support report on request per calendar year; (iv) remote primary certification of the SAP Customer Center of Expertise if requested by Licensee; and (v) providing guidance in cases in which Continuous Quality Checks (as defined in Section 2.3 below), an action plan and/or written recommendations of SAP show a critical status (e.g. a red CQC report) of the Enterprise Support Solution.
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2.2 SAP 支援指導中心。對與企業級支援解決方案直接相關的最優先順序問題和重大問題，
SAP 應在其支援部門內為關鍵任務支援相關的請求提供一個全球聯繫單位（以下稱為―支援指
導中心‖）。支援指導中心將履行下述關鍵任務支援義務：(i) 為重大問題提供遠端支援—支援
指導中心將作為一個額外的緊急問題提升和回應環節和管道，允許為問題識別提供 24X7 根本
原因分析；(ii) 與被授權人的 IT 部門一道制定提供持續品質檢查服務的計畫，包括時間安排和
服務提供時的協調；(iii) 在每個日曆年度經要求提供一份 SAP 企業級支援報告;(iv)如果被授權
人要求，進行 SAP 客戶能力中心的遠端認證；及(v) 當持續品質檢查（見下述 2.3 條的定義）、
行動計畫及/或 SAP 的書面建議顯示企業級支援解決方案處於關鍵性狀態時，對被授權人提供
指導。
As preparation for the Continuous Quality Check delivery through SAP Solution Manager Enterprise Edition, Licensee’s Contact Person and SAP shall jointly perform one mandatory setup service (―Initial Assessment‖) for the Enterprise Support Solutions. The Initial Assessment shall be based upon SAP standards and documentation.
在通過 SAP 解決方案管理器企業版進行持續品質檢查的準備時，被授權人授權的聯繫人和
SAP 應共同為企業級支援解決方案完成一項必須的啟動服務（―初始評估‖）。初始評估應基於
SAP 標準和文件。
The designated SAP Support Advisory Center will be English speaking and available to Licensee’s Contact Person (as defined below) or its authorized representative twenty-four hours a day, seven days a week for mission critical support related requests. The available local or global dial-in numbers are shown in SAP Note 560499.
指定的 SAP 支援指導中心將使用英語。針對關鍵任務支援相關的請求，被授權人的聯繫人（見
如下定義）或其授權代表可以在一天 24 小時，一周七天聯繫該中心。本地或全球的撥入號碼
在 SAP 注釋 560499 中注明。
The Support Advisory Center is only responsible for the above mentioned mission critical support related tasks to the extent these tasks are directly related to issues or escalations regarding the Enterprise Support Solutions.
支援指導中心僅負責上述所提到的關鍵任務支援相關的任務，其範圍是與企業級支援解決方案
直接相關的問題。
2.3 SAP Continuous Quality Check. In case of critical situations related to the SAP
Software Solution (such as Go Live, upgrade, migration or Top Issues), SAP will provide at
least one Continuous Quality Check (the ―Continuous Quality Check‖ or ―CQC‖) per calendar
year for each SAP Software Solution.
2.3 SAP 持續品質檢查。在 SAP 軟體解決方案相關的關鍵情形（例如，上綫，升級，遷移或
重大問題）下，對於每個 SAP 軟體解決方案，SAP 每年至少提供一次持續品質檢查（―持續
品質檢查‖）。
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The CQC may consist of one or more manual or automatic remote Service Sessions. SAP
may deliver further CQC’s in cases where vital alerts reported by SAP EarlyWatch Alert or in
those cases where Licensee and the SAP Advisory Center mutually agree that such a
service is needed to handle a Top-Issue. Details, such as the exact type and priorities of a
CQC and the tasks of SAP and cooperation duties of Licensee, shall be mutually agreed
upon between the parties. At the end of a CQC, SAP will provide Licensee with an action
plan and/or written recommendations.
持續品質檢查可能由一個或多個手動或自動遠端服務期間組成。如果 SAP EarlyWatch Alert
發出重大警報，或被授權人和SAP支援指導中心一致同意應提供該類服務以處理重大問題時，
SAP 可以提供更進一步的持續品質檢查。雙方應共同協商確定持續品質檢查的具體事項，比
如服務類型, 在一項持續品質檢查中各事項的實際優先次序以及 SAP 的任務和被授權人的協
作職責等。在持續品質檢查結束時，SAP 將向被授權人提供一份行動計畫和/或書面建議。
Licensee acknowledges that all or part of the CQC sessions may be delivered by SAP and/or
a certified SAP partner acting as SAP’s subcontractor and based on SAP’s CQC standards
and methodologies. Licensee agrees to provide appropriate resources, including but not
limited to equipment, data, information, and appropriate and cooperative personnel, to
facilitate the delivery of CQC’s hereunder.
被授權人認可，全部或部分的持續品質檢查程式可由 SAP 及/或經 SAP 認證之合作夥伴作為
SAP 的分包商提供，提供的基礎為 SAP 的持續品質檢查標準和方法論。被授權人同意提供適
當的資源，包括但不限於設備、資料、資訊、適當且合作的人員，以方便本條規定的持續品質
檢查的完成。
Licensee acknowledges that SAP limits CQC re-scheduling to a maximum of three times per year. Re-scheduling must take place at least 5 working days before the planned delivery date. If Licensee fails to follow these guidelines, SAP is not obliged to deliver the yearly CQC to the Licensee.
被授權人瞭解 SAP 限制持續品質檢查重新計畫的次數為每年最多三次。重新計畫至少應在計
畫的交付日期前五個工作日。如果被授權人沒有遵守本方針，SAP 沒有義務向被授權人提供
每年的持續品質檢查。
2.4 SAP Solution Manager Enterprise Edition under SAP Enterprise Support.
2.4 SAP 企業級支援服務下的 SAP 解決方案管理器企業版。
2.4.1 SAP Solution Manager Enterprise Edition (and any successor to SAP Solution Manager Enterprise Edition provided hereunder) shall be subject to the Agreement and is solely for the following purposes under SAP Enterprise Support: (i) delivery of SAP Enterprise Support and support services for Licensee Solutions including delivery and installation of software and technology maintenance for Enterprise Support Solutions; and (ii) application lifecycle management for Licensee Solutions and for any other software components and IT assets licensed or otherwise obtained by Licensee from third parties provided such third party software, software components and IT assets are operated in conjunction with Enterprise Support Solutions and are required to complete the Licensee’s business processes as documented in the solution documentation in SAP Solution Manager Enterprise Edition (―Additional Supported Assets‖). Such
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application lifecycle management is limited solely to the following purposes:
S A P 解決方案管理器企業版（以及本支援協議項下提供的任何 SAP 解決方案管理器
企業版的後續版本）應受軟體合同和支援協議規定的約束；並在 SAP 企業級支援下僅為
如下目的進行使用：（1）為被授權人的解決方案交付 SAP 企業級支援和支援服務，包括
為標準支援解決方案交付、安裝、升級軟體和企業級支持方案維護；（2）為被授權人解
決方案和任何其他軟體組件和 IT 資源的應用生命週期管理。（被授權人可通過許可獲得，
或者如果該協力廠商軟體元件或者 IT 資源在 SAP 解決方案管理器企業版檔中被要求與企
業支援解決方案連接使用以完成被授權人的業務流程的話，則通過協力廠商取得【“額外
被支持資源”】）此類應用生命週期管理僅限於如下目的：
implementation, configuration, testing, operations, continuous improvement and
diagnostics
執行，配置，測試，運作，持續改良和診斷
incident management (service desk), problem management and change request
management as enabled using SAP CRM technology integrated in SAP Solution
Manager Enterprise Edition
使用 SAP CRM 技術進行已經啟用的事故管理（服務台），問題管理和修改請求管理。
administration, monitoring, reporting and business intelligence as enabled using SAP
NetWeaver technology integrated in SAP Solution Manager Enterprise Edition.
Business intelligence may also be performed provided the appropriate SAP BI
software is licensed by Licensee as part of the Enterprise Support Solutions.
For application lifecycle management as outlined under section 2.4.1(ii) above,
Licensee does not require a separate Package license to SAP CRM. Licensee
must hold appropriate Named User licenses to Use SAP Solution Manager.
使用嵌入在SAP解決方案管理器企業版內的SAP NetWeaver技術進行已經啟用的管理，
監督，報告商業智慧。如果適當的 SAP BI 軟體已被許可給被授權人作為企業支援解決
方案的一部分，商業智慧也可能被執行。
對於以上 2.4.1（ii）條所描述之應用生命週期管理，被授權人不要求獲得一個單獨的 SAP
CRM 許可包。被授權人必須持有適當的指定用戶的許可方可使用 SAP 解決方案管理
器。
2.4.2 SAP Solution Manager Enterprise Edition may not be used for purposes other than those stated above. Without limiting the foregoing restriction, Licensee shall not use SAP Solution Manager Enterprise Edition for (i) CRM scenarios such as service plans, contracts, service confirmation management, except as CRM scenarios are expressly stated in Section 2.4.1; (ii) SAP NetWeaver usage types other than those stated above or (iii) application life-cycle management and in particular incident management (service desk) except for Licensee Solutions and Additional Supported Assets and (iv) non-IT shared services capabilities, including without limitation HR, Finance or Procurement.
SAP 解決方案管理器企業版不可以用於上述目的以外的用途。 在不限制上述限定的情況
下，被授權人不得將 SAP 解決方案管理器企業版用於如下用途：（1）CRM 方式，例如
服務計畫，合同，服務確認管理，除非 CRM 方式被明示列入 2.4.1 條；（2）上述以外的
SAP NetWeaver 使用方式，或者（3）應用生命週期管理和尤其是事故管理（服務台），
除非是對於被授權人解決方案和額外的被支持資源，和（4）非 IT 共用服務的能力，包括
當不限於人事，財務或者採購。
2.4.3 SAP – in its sole discretion – may update from time to time on the SAP Service Marketplace under http://service.sap.com/solutionmanager the use cases for SAP Solution Manager Enterprise Edition under this Section 2.4.
SAP 依據其自由斟酌，可以不時地通過 SAP Service Marketplace （網址為
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http://service.sap.com/solutionmanager）為 2.4 條項下的的 SAP 解決方案管理器企業版
更新使用案例。
2.4.4 SAP Solution Manager Enterprise Edition shall only be used during the term of this Schedule by Named Users licensed by Licensee subject to the licensed rights for the Software and exclusively for Licensee's SAP-related support purposes in support of Licensee’s internal business operations. The right to use any SAP Solution Manager Enterprise Edition capabilities under SAP Enterprise Support other than those listed above is subject to a separate written agreement with SAP, even if such capabilities are accessible through or related to SAP Solution Manager Enterprise Edition. Notwithstanding the foregoing limitation on Named Users, Licensee shall be entitled to allow any of its employees to use web self service in the SAP Solution Manager Enterprise Edition during the term of this Schedule for the sole purpose of creating support tickets, requesting support ticket status and ticket confirmation directly related to the Licensee Solutions and Additional Supported Assets.
SAP解決方案管理器企業版僅可由被授權人的被許可的指定用戶在本附錄期間使用（受軟
體許可權利約束），且僅為支持被授權人內部運營而用於被授權人的SAP支持相關之用途。。
任何對上述SAP企業級支援下的SAP解決方案管理器企業版的超上述所列範圍使用，都需
與SAP 另行簽署單獨的書面協議，即使此類功能可以通過SAP解決方案管理器企業版獲
得或與SAP解決方案管理器企業版有關聯。儘管有上述對於指定用戶的限制，在本附件期
限內，被授權人有權允許其任何雇員在SAP解決方案管理器企業版中使用網路自助服務，
但僅限於直接和被授權人解決方案和額外被支持資源有關的提交支持單據，查詢支援單據
狀態和確認。
2.4.5 In the event Licensee terminates SAP Enterprise Support and receives SAP Standard Support in accordance with Section 6, Licensee’s use of SAP Solution Manager Enterprise Edition under SAP Enterprise Support shall cease. Thereafter, Licensee’s use of SAP Solution Manager Enterprise Edition shall be governed by the terms and conditions of the SAP Standard Support Schedule.
如被授權人終止SAP企業級支持，且依據第六條規定的方式接受SAP標準支援，則被授權
人在SAP企業級支援下對SAP解決方案管理器的使用應該停止。以後，被授權人對於SAP
解決方案管理器企業版的使用應受SAP標準支持附錄條款和條件的約束。
2.4.7 Use of SAP Solution Manager Enterprise Edition may not be offered by Licensee as a service to third parties even if such third parties have licensed SAP Software and have licensed Named Users; provided, third parties authorized to access the SAP Software under the Agreement may have access to SAP Solution Manager Enterprise Edition solely for SAP-related support purposes in support of Licensee’s internal business operations under and in accordance with the terms of this Schedule.
被授權人不得將使用 SAP 解決方案管理器企業版作為一個服務向協力廠商提供，即使此
協力廠商已經被許可使用 SAP 軟體且有了許可的指定用戶；如果已經獲得 SAP 軟體授權
的協力廠商可以接觸到 SAP 解決方案管理器企業版，也僅限於用於在本附件條款下支援
被授權人內部業務運作的 SAP 相關的支援目的。
3. Licensee’s Responsibilities.
3. 被授權人的責任
3.1 SAP Enterprise Support Program Management. In order to receive SAP
Enterprise Support hereunder, Licensee shall designate a qualified English speaking
contact within its SAP Customer Center of Expertise for the Support Advisory Center
(the “Contact Person”) and shall provide contact details (in particular e-mail address
and telephone number) by means of which the Contact Person or the authorized
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representative of such Contact Person can be contacted at any time. Licensee’s
Contact Person shall be Licensee’s authorized representative empowered to make
necessary decisions for Licensee or bring about such decision without undue delay.
3.1 SAP 企業級支援程式管理。為獲得本支援協定項下的企業級支援，被授權人應在其客戶專
長中心指派一名講英語的合格人員（“聯繫人”），負責與支援指導中心進行聯繫，並且提供該
聯繫人或該聯繫人授權代表的聯繫詳情（特別是Email和電話號碼），以便隨時與其取得聯繫。
被授權人的聯繫人應為被授權人的授權代表，有權代表被授權人作出必要的決定，或督促被
授權人無延遲地做出決定。
3.2 Other Requirements. In order to receive SAP Enterprise Support hereunder, Licensee must further satisfy the following requirements:
3.2 其他要求。為得到本附錄所規定的 SAP 企業級支援，被授權人還必須滿足以下條件：
(i) Continue to pay all Enterprise Support Service Fees in accordance with the Agreement and this Schedule.
(i) 根據協定和本附錄連續支付所有 SAP 企業級支援服務費用。
(ii) Otherwise fulfill its obligations under the Agreement and this Schedule.
(ii) 履行本合約和本附錄規定的其他義務。
(iii) Provide and maintain remote access via a technical standard procedure as defined by SAP and grant SAP all necessary authorizations, in particular for remote analysis of the issue as part of message handling. Such remote access shall be granted without restriction regarding the nationality of the SAP employee(s) who process support messages or the country in which they are located. Licensee acknowledges that failure to grant access may lead to delays in message handling and the provision of corrections, or may render SAP unable to provide help in an efficient manner. The necessary software components must also be installed for support services. For more details, see SAP Note 91488.
(iii) 按照 SAP 定義的技術標準程式提供和保持遠端存取，並給予 SAP 所有必要的授權(特別
是為作為資訊處理一部分的遠端分析提供授權)。在授予遠端存取的授權時，不應針對處理資
訊的 SAP 的員工的國籍或其所處的國家給予限制。被授權人承認，未授予遠端存取授權可能
導致資訊處理和提供更正措施的延誤，或者導致 SAP 無法以有效的方式提供幫助。為完成支
援服務，被授權人還必須安裝必要的軟體元件。詳細資訊請參閱 SAP 第 91488 號注釋(Note
91488)。
(iv) Establish and maintain an SAP certified Customer COE meeting the requirements specified in Section 4 below
(iv) 在本附錄生效後的十二個月內，建立並維護一間經 SAP 認證的客戶專長中心(簡稱
―Customer COE‖)，CCOE 應滿足下述第 4 條的要求。
(v) Have installed, configured and be using productively, an SAP Solution Manager
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Enterprise Edition Software system, with the latest patch levels for Basis, and the latest SAP Solution Manager Enterprise Edition Software support packages.
(v) 已經安裝、配置和有效地使用SAP解決方案管理器企業版軟體系統，包括已安裝用於Basis
的最新修補程式以及最新版 SAP 解決方案管理器標準版的軟體支援包。
(vi) Activate SAP EarlyWatch Alert for the Production Systems and transmit data to Licensee’s productive SAP Solution Manager Enterprise Edition system. See SAP Note 1257308 for information on setting up this service.
(vi) 已為正式上線環境啟動了 SAP EarlyWatch Alert，並已經向被授權人生產性的 SAP 解決
方案管理器企業版系統傳送資料。有關啟動本服務的資訊，請參閱 SAP 第 1257308 號注釋
(Note 1257308)。
(vii) Perform the Initial Assessment as described in Section 2.2 and implement all the recommendations of SAP classified as mandatory.
(vii) 完成 2.2 條描述的初始評估並執行了 SAP 必要性的建議.
(viii) Establish a connection between Licensee’s SAP Solution Manager Enterprise Edition
Software installation and SAP and a connection between the Enterprise Support Solutions
and Licensee’s SAP Solution Manager Enterprise Edition Software installation. Licensee
shall maintain the solution landscape and core business process in Licensee’s SAP Solution
Manager Enterprise Edition Software system for all Production Systems and systems
connected to the Production Systems. Licensee shall document any implementation or
upgrade projects in Licensee’s SAP Solution Manager Enterprise Edition Software system.
(viii) 已建立被授權人的 SAP 解決方案管理器軟體安裝點和 SAP 之間的連接，以及被企業級
支援解決方案和被授權人的 SAP 解決方案管理器企業版軟體安裝點的連接。被授權人應在其
SAP 解決方案管理器企業版軟體系統中，為所有正式上線環境和與正式上線環境相連接的系
統保留一份解決方案藍圖和核心業務流程。被授權人還應在被授權人的 SAP 解決方案管理器
企業版軟體系統中記錄任何實施或升級專案。
(ix) To fully enable and activate the SAP Solution Manager Enterprise Edition, Licensee shall adhere to the applicable documentation.
(ix) 為完全使用和啟動適用於 SAP 解決方案管理器的 SAP 解決方案管理器企業版，被授權人
應嚴格遵循適用的文件完成操作。
(x) Licensee agrees to maintain adequate and current records of all Modifications and, if
needed, promptly provide such records to SAP.
(x) 被授權人同意就所有―修改‖保存充分且最新的記錄，並且如需要的話，立即將該等記錄提
供給 SAP。
4. Customer Center of Expertise.
4. 客戶專長中心。
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4.1 Role of the Customer Center of Expertise. In order to leverage the full potential value delivered as part of SAP Enterprise Support, Licensee is required to establish a Customer Center of Expertise (―Customer Center of Expertise‖, or ―Customer COE‖). The Customer COE is designated by Licensee as a central point of contact for interaction with the SAP support organization. As a permanent center of expertise, the Customer COE supports Licensee’s efficient implementation, innovation, operation and quality of business processes and systems related to the SAP Software Solution based on the Run SAP methodology provided by SAP (for more information on the Run SAP methodology, refer to http://service.sap.com/runsap). The Customer COE should cover all core business process operations. SAP recommends starting the implementation of the Customer COE as a project that runs in parallel with the functional and technical implementation projects.
4.1 客戶專家中心的職責。 為了獲得本支援協定項下的 SAP 企業級支援的全部價值，客戶應
當建立一個客戶專長中心（――客戶專家中心‖或―客戶 COE‖）. 客戶專家中心是被授權人指派的
與 SAP 支援組織進行協作的中心聯繫點。作為一個常設的專家中心，客戶專家中心基於 SAP
提供的 Run SAP 方法論，支援被授權人高效實施，創新，運維和 SAP 軟體解決方案相關的業
務流程和系統。（更多 Run SAP 方法論的資訊請參見 http://service.sap.com/runsap)客戶專
家中心須覆蓋所有核心業務流程的運維。SAP 建議 CCOE 的實施與功能和技術實施專案同時
進行。
4.2 Basic Functions of the Customer COE. The Customer COE must fulfill the following
basic functions:
Support Desk: Set-up and operation of a support desk with a sufficient number of support
consultants for infrastructure/application platforms and the related applications during
regular local working hours (at least 8 hours a day, 5 days (Monday through Friday) a week).
Licensee support process and skills will be jointly reviewed in the framework of the service
planning process and the certification audit.
Contract administration: Contract and license processing in conjunction with SAP (license
audit, maintenance billing, release order processing, user master and installation data
management).
Coordination of innovation requests: Collection and coordination of development requests
from the Licensee and/or any of its affiliates provided such affiliates are entitled to use the
SAP Software under the Agreement. In this role the Customer COE shall also be
empowered to function as an interface to SAP to take all action and decisions needed to
avoid unnecessary modification of Software and to ensure that planned modifications are in
alignment with the SAP software and release strategy.
Information management: Distribution of information (e.g. internal demonstrations,
information events and marketing) about Software and the Customer COE within the
Licensee’s organization.
CQC and other serive planning: Licensee regularly engages in a service planning process
with SAP. The service planning starts during the initial implementation and will then be
continued regularly.
4.2 客戶專家中心基本職能：客戶專家中心須履行如下基本職能:
支援服務台（Support Desk）：在當地正常的工作時間（至少一天 8 小時，一周 5 天（星期
一到星期五））內，為架構/應用平臺和相關的應用建立和運營一個擁有足夠支援顧問的支援服
務台。被許可人支援程式和技能將在服務規劃流程及認證審計時，由雙方進行聯合評估。
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合同管理：與 SAP 一道進行合同和許可事項的處理（許可審計、維護費開票、發出訂單處
理、用戶主資料和安裝資料管理）。
創新需求協調：收集並協調來自被許可人和/或者其關聯公司（如適用的話）的開發需求。
在本角色中，CCOE 也應被授權作為與 SAP 的介面，採取所有措施和必要的決定以避免不必
要的軟體修改並保證計畫的修改與 SAP 軟體和版本策略一致。CCOE 還應當協調被許可人的
修改通知和披露要求。
資訊管理：在被授權人內部，分發與 SAP 軟體和 CCOE 有關的資訊（例如，內部展示文件、
資訊事件和市場行銷資訊等）
持續品質檢查和其他服務規劃：被授權人定期與 SAP 一起制定服務計畫。服務計畫在初始
實施時開始制定，並將定期連續完成。
4.3 Customer COE Certification. Licensee must establish a certified Customer COE
upon the later to occur of the following: (i) within twelve (12) months after the Effective Date;
or (ii) within six (6) months after Licensee has started using at least one of the Enterprise
Support Solutions in live mode for normal business operations. To obtain the then-current
primary Customer COE certification or re-certification by SAP, the Customer COE
undergoes an audit procedure. Detailed information on the initial certification and
re-certification process and conditions, as well as information on the available certification
levels, is available on the SAP Service Marketplace (http://service.sap.com/coe).
4.3 客戶專家中心的認證
被授權人必須在以後發生如下情況時建立一個已認證的客戶 COE：（1）生效日後十二（12）
個月內， 或（2）被授權人已經開始為正常業務運作在現場模式下使用一項企業級支援解決方
案之後的六（6）個月內。客戶 COE 需要通過一個審計程式才能獲得 SAP 的基礎客戶 COE
認證或者再認證。關於客戶 COE 的首次認證和再認證的流程和條件的詳細資訊以及可獲得的
認證水準參見 SAP 支援服務網站（http://service.sap.com/coe）.
5. Enterprise Support Fees. SAP Enterprise Support Fees shall be paid annually in advance and shall be specified in Appendices or order documents to the Agreement. After the Initial Term (as defined in the applicable appendices or order documents), any limitations on increases to the SAP Enterprise Support Fees are subject to Licensee’s compliance with the Customer COE requirements specified above.
5. SAP 企業級支援費用。SAP 企業級支持費用應每年提前支付，並在支援協定的附錄或者訂單
檔中具體規定。在首期後（定義見適用的協定附件或訂單檔），SAP 企業級支援費用增加的任
何限制以被授權人遵守上文中約定的客戶 COE 要求為前提。
6. Termination.
6. 期限和終止。
6.1 SAP Enterprise Support may be terminated by either party with 3 months written notice (i) prior to the end of the Initial Term and (ii) thereafter, prior to the start of the following renewal period. Any termination provided in accordance with above will be effective at the end of the then-current SAP Enterprise Support period during which the termination notice is received by the respective party. Notwithstanding the forgoing, SAP may terminate SAP Enterprise Support after one month written notice of Licensee’s failure to pay Enterprise Support Fees.
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6.1 雙方皆可於下列期間 3 個月，以書面通知終止 SAP 企業級支援：(i) 於第一期結束前；
(ii) 續約期開始前。在任何一方收到上述終止通知後，任何終止都會在當時的 SAP 企業級支
援期間結束時生效。儘管前述如此，若被授權人無法支付企業級支援費用，SAP 仍可於書面
通知 1 個月後終止 SAP 企業級支援。
6.2 Notwithstanding Licensee’s rights under Section 6.1, and provided Licensee is not in default of any obligations under the Agreement, Licensee may select SAP Standard Support with 3 months written notice to SAP either (i) with respect to all orders for support that are solely on a calendar year renewal basis, prior to the start of the renewal period that follows the Initial Term that commenced as of Licensee’s first order for SAP Enterprise Support; or (ii) with respect to all orders for support that are not solely on a calendar year renewal basis, prior to the start of the first renewal period in any calendar year that follows the Initial Term that commenced as of Licensee’s first order for SAP Enterprise Support. Such selection shall be stated by Licensee in the notice letter, and shall terminate SAP Enterprise Support effective with the commencement of SAP Standard Support. Any such selection shall apply to all Enterprise Support Solutions and shall be on SAP’s then-current terms and conditions for SAP Standard Support, including without limitation pricing. SAP and Licensee shall execute an amendment or other document to the Agreement memorializing Licensee’s selection and SAP’s then-current terms and conditions.
6.2 不拘於第 6.1 節對被授權人之權利規定，且假使被授權人未違反協議之任何義務，被授
權人皆得以 (i) 就僅在行事曆年度續約基礎上之所有支援訂單，於被授權人之初次 SAP 企
業級支援訂單當日啟用之第 1 期之後續約期間開始之前；或 (ii) 就非僅在行事曆年度續約基
礎上之所有支援訂單，於被授權人之初次 SAP 企業級支援訂單當日啟用之第 1 期之後任何
行事曆年度內之初次續約期間開始之前，以書面通知 SAP 後 3 個月時選用 SAP 標準支援。
被授權人必須以通知信指定選項，且應終止 SAP 企業級支援，於 SAP 標準支援開始時生效。
任何此類選擇應適用於所有企業級支援解決方案，且必須遵守 SAP 標準支援當時的條款與條
件，包括但不限於定價。SAP 與被授權人應簽署協議之修正或其他記錄，以記載被授權人之
選擇及 SAP 當時的條款與條件。
6.3 For the avoidance of any doubt, termination of SAP Enterprise Support or selection to enroll in another type of SAP Support Services by Licensee pursuant to Support Services selection provisions under the Agreement shall strictly apply to all licenses under the Agreement, its appendices, schedules, addenda and order documents and any partial termination of SAP Enterprise Support or partial selection of SAP Enterprise Support by Licensee shall not be permitted in respect of any part of the Agreement, its appendices, schedules, addenda, order documents or this Schedule.
6.3 為避免任何疑慮，凡被授權人依據協議之支援服務選擇條款，終止 SAP 企業級支援，
或選擇加入另一種 SAP 支援服務，皆完全適用於協議、其附件、附錄、補充資料及採購文
件中的所有授權，且被授權人無論在協議、其附件、附錄、補充資料、採購文件及本附錄方
面，都不得部分終止 SAP 企業級支援，或部分選擇 SAP 企業級支援。
7. Verification. To check the compliance with the terms of this Schedule, SAP shall be
entitled to periodically monitor (at least once annually and in accordance with SAP standard
procedure) (i) the correctness of the information Licensee provided and (ii) Licensee’s usage
of the Solution Manager Enterprise Edition in accordance with the rights and restrictions set
out in Section 2.4.
7. 查核權。為查證本附錄的條款是否得到遵守，SAP 有權定期查證(i) 根據本附錄規定所提
供資訊的正確性（至少每年一次並且根據 SAP 標準程式），及(ii) 被授權人依第 2.4 條規定的權
利和限制對 SAP 解決方案管理器企業版的使用情況。
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8. Reinstatement. In the event Licensee elects not to commence SAP Enterprise Support
upon the first day of the month following initial delivery of the Enterprise Support Solutions, or
SAP Enterprise Support is otherwise terminated pursuant to Section 6 above or declined by
Licensee for some period of time, and is subsequently requested or reinstated, SAP will
invoice Licensee the accrued SAP Enterprise Support Fees associated with such time period
plus a reinstatement fee.
8. 回復。如被授權人選擇非自企業級支援解決方案交付後次月之第一日開始 SAP 企業級支援
服務，或 SAP 企業級支援服務經終止或拒絕一段期間後，嗣後要求或回復 SAP 企業級支援服務
時，SAP 將向被授權人收取該終止或拒絕期間累計之 SAP 企業級支援費用及 SAP 企業級支援
服務回復費。
9. Other Terms and Conditions.
9. 其他條款和條件
9.1 The scope SAP Enterprise Support offered by SAP may be changed annually by SAP
at any time upon three months prior written notice。
9.1 SAP 企業級支援的提供範圍可以在任何时候，經 SAP 提前三個月書面通知由 SAP 變更。
9.2 Licensee hereby confirms that Licensee has obtained all licenses for the Licensee
Solutions.
9.2 被授權人在此確認， 被授權人應已經獲得了被授權人解決方案的所有許可。
9.3 In the event that Licensee is entitled to receive one or more services per calendar year,
(i) Licensee shall not be entitled to receive such services in the first calendar year if the
Effective Date of this Schedule is after September 30 and (ii) Licensee shall not be entitled
to transfer a service to the next year if Licensee has not utilized such service.
9.3 若被授權人有權在每一日歷年獲得一次或多次服務，（1）若本支援協定生效日起為 9 月
30 日之後， 被授權人在該日曆年將不獲得此類服務。（2） 若被授權人該年度未使用該服務，
被授權人不能將服務轉至下一日曆年度使用。
9.4 FAILURE TO UTILIZE SAP ENTERPRISE SUPPORT PROVIDED BY SAP MAY
PREVENT SAP FROM BEING ABLE TO IDENTIFY AND ASSIST IN THE CORRECTION
OF POTENTIAL PROBLEMS WHICH, IN TURN, COULD RESULT IN UNSATISFACTORY
SOFTWARE PERFORMANCE FOR WHICH SAP CANNOT BE HELD RESPOSIBLE.
9.4 未使用 SAP 提供之企業級支援可能會妨礙 SAP 辨別並協助被授權人改正潛在問題，其
結果可能造成軟體運行無法符合要求， SAP 對此不負任何責任。
9.5 In the event SAP licenses third party software to Licensee under the Agreement, SAP
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shall provide SAP Enterprise Support on such third party software to the degree the
applicable third party makes such support available to SAP. Licensee may be required to
upgrade to more recent versions of its operating systems and databases to receive SAP
Enterprise Support. If the respective vendor offers an extension of support for its product,
SAP may offer such extension of support under a separate written agreement for an
additional fee.
9.5 如果 SAP 在本合約項下向被授權人授予第三方軟體的許可，且該等第三方產品向 SAP
提供企業級支援，則 SAP 將在該範圍內為該等第三方產品提供 SAP 企業級支援。被授權人可
能被要求將其作業系統和資料庫升級到較新的版本，以便接受 SAP 企業級支援。 如果相應
的第三方產品供應商為其產品提供了延伸的維護支援，SAP 將通過另一單獨的合約以提供該
等延伸的維護支援並收取額外的費用。
9.6 SAP Enterprise Support is provided according to the current maintenance phases of
SAP software releases as stated in http://service.sap.com/releasestrategy.
9.6 SAP 企業級支援系按照 http://service.sap.com/releasestrategy 規定的 SAP 軟體發行
版本的當前維護階段提供的支援。
9.7 The E schedule may be in English and Chinese. In the event that there are different
interpretations of the same provision or actual contradictions, the meanings of the English
version shall prevail.
9.7 本附錄可以用中英文。如果對中英文中相同條款之解釋有所歧義或者兩者互相抵觸時，
應以英文版爲 準。