## 8.4.2  Operating Model in the Kyma Environment
This operating model clearly defines the separation of tasks between SAP and the customer during all phases of a project.
The responsibilities for operating the SAP BTP, Kyma runtime are listed in the following service catalog.
##  Note
The following information is valid for the managed offering, SAP BTP, Kyma runtime, not for the open source project "Kyma".
## Service Catalog
| Process                  | Task                                                                                                                                                                                                                                                                                                                                                                                                                                            | Responsibility   |
|--------------------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------|
| Communication Management | Appoint an English-speaking contact person and communicate the name to SAP. This is required to ensure timely processing of configuration change re- quests affecting the customer system, interacting with SAP for efficient case processing, and other interaction be- tween SAP and the customer.                                                                                                                                            | Customer         |
| Communication Management | Subscribe to the communication chan- nels offered by SAP for receiving prompt information about any service disruptions, critical maintenance activi- ties affecting the customer system, and change requests requiring action on the customer side.                                                                                                                                                                                            | Customer         |
| Communication Management | Inform the customer about service dis- ruptions and critical maintenance activ- ities affecting the customer system.                                                                                                                                                                                                                                                                                                                            | SAP              |
| Asset Management         | Manage the hardware and infrastruc- ture resources in the region, from acquisition through disposal. This in- cludes the request and approval proc- ess, procurement management, lifecy- cle management, and disposal manage- ment.                                                                                                                                                                                                             | SAP              |
| Asset Management         | Protect IT assets such as systems, net- work, and data from threats that arise from unauthorized physical access or physical influence on those assets.                                                                                                                                                                                                                                                                                         | SAP              |
| Provisioning             | Provision resources and systems to customers in accordance with the or- dered package and subscriptions. This includes the allocation and provision- ing of technical (physical and virtual) resources, such as storage, network, compute units, systems, and database hosts, the deployment of SAP's applica- tion software and the proper initial con- figuration of quotas, service subscrip- tions, permissions, and trust configura- tion. | SAP              |
| Process           | Task                                                                                                                                                                                                                                                                                                                                                                                                                                            | Responsibility   |
|-------------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------|
| Provisioning      | Provide a quota according to the or- dered package and subscriptions that can be used to enable resources and services (for example, subscribing to a service). Kyma runtime offers a consumption- based service plan. Hence, you can limit the resources (and costs) by configur- ing the minimum and maximum VMs. Such a configuration impacts the re- sources (compute units) available for developers to deploy applications.               | Customer         |
| Change Management | Apply regular product increments, as well as corrections to the infrastruc- ture, systems, and services to avoid cases with minimal possible disruption of normal operations. Ensure that all platform changes (such as updates of the runtime or operating system patches, but not of the customer appli- cations) are evaluated, authorized, pri- oritized, planned, tested, implemented, documented, and reviewed prior to im- plementation. | SAP              |
| Change Management | Perform updates of the infrastructure, systems, and services if required. Re- spectively, for selected services, offer self-services for applying controlled updates of new versions. Emergency changes, for example, triggered by Case Management processes, have ac- celerated testing, approval, and imple- mentation.                                                                                                                       | SAP              |
| Process           | Task                                                                                                                                                                                                                                                                                                                                                                 | Responsibility   |
|-------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------|
| Change Management | • Ensure prompt delivery of secur- ity patches via the Security Patch Management process. • Apply the security patches on live customer systems (application runtimes or databases), in case the patches don't require downtime, or if the vulnerable system puts at risk SAP or other customers. • Inform the customers about the availability of security patches. | SAP              |
| Change Management | • Handle any security patches to Java or any other languages. You have to create a new Docker image and update the applications to use the new image. • Adopt the latest patches or up- dates by restarting applications when necessary. For example, when a security issue arises.                                                                                  | Customer         |
| Change Management | Ensure that any custom configurations of modules are correct. Note: If you, as a customer, introduce any wrong or expired configurations or credentials that cause errors or warn- ings, you're then responsible for fixing them.                                                                                                                                    | Customer         |
| Case Management   | Process cases reported by the cus- tomer according to the Service Level Agreement. The case is recorded and prioritized in the case tracking system. Monitor the status and progress of the case throughout its whole lifecycle and give regular status updates to the cus- tomer.                                                                                   | SAP              |
| Process          | Task                                                                                                                                                                                                                                                                                                                                                                                                                                               | Responsibility   |
|------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------|
| Case Management  | In the event of cases, make a reason- able effort to support end users and manage their cases, to explore self-help tools to find already documented solu- tions, and to liaise with SAP support in the event of new problems to ensure timely processing of cases affecting the resources in the customer account.                                                                                                                                | Customer         |
| Case Management  | Confirm case resolution in the case tracking system.                                                                                                                                                                                                                                                                                                                                                                                               | Customer         |
| Service Requests | Process service requests reported by the customer according to the Service Level Agreement. The service request is recorded and prioritized in the service request tracking system. Monitor the status and progress of the service re- quest throughout its whole lifecycle and give regular status updates to the cus- tomer.                                                                                                                     | SAP              |
| Service Requests | Confirm service request completion in the service request tracking system.                                                                                                                                                                                                                                                                                                                                                                         | Customer         |
| Backup &Restore  | Perform a backup of the database sys- tems hosted in the subaccount. A data- base log backup is done according to the Service Level Agreement and stored on the primary storage. The logs are transferred from primary to secondary storage according to the Service Level Agreement. Full data backup is done every day. Note: If you as a customer deploy your custom databases, you're then respon- sible. See Volume Backup for Customer Data. | SAP Customer     |
| Process                | Task                                                                                                                                                                                                                                                                                                                                                                                                                            | Responsibility   |
|------------------------|---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------|
| Backup &Restore        | Restore previously backed-up data to recover to a consistent state. Note: For some database services, there's a self- service for the restore process. Verify the completeness of the restored data based on log files created during the recovery and smoke tests to verify the system's consistency. Note: If you as a customer deploy your custom databases, you're then respon- sible. See Volume Backup for Customer Data. | SAP Customer     |
| Backup &Restore        | Give regular status updates to the cus- tomer throughout the entire restore procedure. This responsibility is applicable only for the SAP BTP database services. Note: If you as a customer deploy your custom databases, you're then respon- sible. See Volume Backup for Customer Data.                                                                                                                                       | SAP Customer     |
| Backup &Restore        | Collaborate with SAP to ensure timely processing of data restores if required. This responsibility is applicable only for the SAP BTP database services.                                                                                                                                                                                                                                                                        | Customer         |
| Backup &Restore        | Validate logical integrity and consis- tency of the restored data.                                                                                                                                                                                                                                                                                                                                                              | Customer         |
| User Access Management | Manage users, permissions, and se- curity configurations within the subac- count and the Kyma runtime.                                                                                                                                                                                                                                                                                                                          | Customer         |
| System Monitoring      | Ensure availability of the Kyma runtime according to the Service Level Agree- ments as agreed in the contractual agreement between SAP and the cus- tomer, by active monitoring, prompt is- sue detection, and case prevention.                                                                                                                                                                                                 | SAP              |
| System Monitoring      | Monitor the resource consumption (memory, CPU, storage) to detect is- sues in technical operations.                                                                                                                                                                                                                                                                                                                             | SAP              |
| Process                    | Task                                                                                                                                                                                                                                                                                                     | Responsibility   |
|----------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------|
| Malware Management         | Ensure that the infrastructure andplat- form services are free of viruses, spam, spyware, and other malicious software.                                                                                                                                                                                  | SAP              |
| Malware Management         | Ensure that all resources like functions and images are free of viruses, spam, spyware, and other malicious software.                                                                                                                                                                                    | Customer         |
| Vulnerabilities Management | Check regularly for vulnerabilities in your custom applications. If you find such, ensure they are mitigated in time.                                                                                                                                                                                    | Customer         |
| Application Management     | Design, develop, deploy, configure, maintain, and operate the application within the subaccount and the Kyma runtime. This includes maintaining a staged environment for application de- livery (if required), application resource management, and managing applica- tion availability and performance. | Customer         |
| Application Management     | Provide infrastructure, tools, and appli- cation programming interfaces for the lifecycle management and operations of the application in the subaccount.                                                                                                                                                | SAP              |
| Application Management     | Regularly adopt the latest versions of the tools for lifecycle management and operations offered at the SAP Develop- ment Tools site.                                                                                                                                                                    | Customer         |
| Application Management     | Ensure your application configurations are hardened according to best practi- ces. See Kubernetes Pod Security Rec- ommendations.                                                                                                                                                                        | Customer         |
| Network Management         | Manage the network isolation of the subaccounts provisioned to the cus- tomer.                                                                                                                                                                                                                           | SAP              |
| Network Management         | Operate the network infrastructure transparently for customers, ensuring elasticity, high availability, and security.                                                                                                                                                                                    | SAP              |
| Network Management         | Create and manage own Web domain for the application in the subaccount to ensure data isolation.                                                                                                                                                                                                         | Customer         |
| Process             | Task                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               | Responsibility   |
|---------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------|
| Network Management  | Create and manage the default SAP Web domain for the application in the subaccount to ensure data isolation.                                                                                                                                                                                                                                                                                                                                                                                                                                                       | SAP              |
| Penetration Testing | Inform SAP about any penetration test- ing that shall be performed for the cus- tomer account and ask for their appro- val. Testing isn't allowed on any resour- ces shared with other customers. The results, if any, from the test are to be treated strictly as the confidential information of SAP and the customer aren't to be shared with any person or entity without explicit written authoriza- tion from SAP. Customers are required to share the results with SAP and work together with SAP's operations to miti- gate or remedy any security issues. | Customer         |
| Decommissioning     | Ensure the secure deletion of data and hardware disposal. This includes the disassembling of systems along with peripherals and their removal from the region. Before dismantling and hand- over for further use or return to the ven- dor, the data is wiped securely from the system.                                                                                                                                                                                                                                                                            | SAP              |
Parent topic: Operating Model [page 3317]
## Related Information
Operating Model in the Cloud Foundry Environment [page 3318] Comparison between the Operating Models of Kyma and Cloud Foundry Runtimes [page 3332] SLAs for Cloud Services