## 8.4.1  Operating Model in the Cloud Foundry 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 Cloud Foundry environment are listed in the following service catalog.
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         |
| Process                  | Task                                                                                                                                                                                                                                                                                                                                                                                                                                            | Responsibility   |
|--------------------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------|
| 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              |
| 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).                                                                                                                                                                                                                                                                                 | Customer         |
| Process           | Task                                                                                                                                                                                                                                                                                                                                                                                                                                                            | Responsibility   |
|-------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------|
| 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 in a biweekly cycle if required. Respectively, for se- lected services, offer self-services for applying controlled updates of new ver- sions. Emergency changes, for exam- ple, triggered by Case Management processes, have accelerated testing, approval, and implementation.                                                                                                                   | SAP              |
| Change Management | • Ensure prompt delivery of secur- ity patches via the Security Patch Management process. • Provision new database systems and Java applications with the lat- est patched versions. • 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 | Adopt the latest patches or updates via the available self-services and by restarting applications when necessary. For example, when a security issue arises.                                                                                                                                                                                                                                                                                                   | Customer         |
| Process          | Task                                                                                                                                                                                                                                                                                                                           | Responsibility   |
|------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------|
| 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              |
| 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.      | SAP              |
| 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. | SAP              |
| Backup &Restore        | Give regular status updates to the cus- tomer throughout the entire restore procedure.                                                                                                                                                                                                                 | SAP              |
| Backup &Restore        | Collaborate with SAP to ensure timely processing of data restores if required.                                                                                                                                                                                                                         | 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.                                                                                                                                                                                                                      | Customer         |
| System Monitoring      | Ensure availability of the customer sys- tem according to the Service Level Agreements as agreed in the contrac- tual agreement between SAP and the customer, by active monitoring, prompt issue detection, and case prevention.                                                                       | SAP              |
| System Monitoring      | Monitor the resource consumption (memory, CPU, storage) to detect is- sues in technical operations.                                                                                                                                                                                                    | SAP              |
| Malware Management     | Ensure that the infrastructure and plat- form services are free of viruses, spam, spyware, and other malicious software. If malware is detected, an auto-notifica- tion is generated, which is assessed and resolved by SAP.                                                                           | SAP              |
| Malware Management     | Ensure that platform components like buildpacks, stemcells, container images are free of malware. However, you as a customer are responsible for your own application code and dependencies.                                                                                                           | SAP Customer     |
| Process                    | Task                                                                                                                                                                                                                                                                              | Responsibility   |
|----------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------|
| Vulnerabilities Management | Check the OSpatches, stemcells, build- packs, and runtime. However, you as a customer are responsible for the appli- cation-level dependencies and libraries.                                                                                                                     | SAP Customer     |
| Application Management     | Design, develop, deploy, configure, maintain, and operate the application within the subaccount. This includes maintaining a staged environment for application delivery (if required), ap- plication resource management, and managing application 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 hardened container defaults, no root access, and isolation. However, you as a customer are responsible for se- cure application configuration and se- crets.                                                                                                               | SAP 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         |
| Network Management         | Provide and manage routing, default SAP Web domains, and isolation seg- ments. However, you as a customer are responsible for any optional custom do- mains.                                                                                                                      | SAP Customer     |
| Process             | Task                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               | Responsibility   |
|---------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------|
| 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 Kyma Environment [page 3324] Comparison between the Operating Models of Kyma and Cloud Foundry Runtimes [page 3332]
SLAs for Cloud Services