## 6.5.1.1 Roles and Responsibilities
Using the appliance delivery model it is necessary to define which tasks, concepts, and procedures are necessary for the ongoing operation of the SAP HANA appliance software and who is responsible in each case.
## ● Tasks and Responsibilities
The following table gives an overview of tasks and who is responsible for the task. It includes information on:
- What SAP is responsible for and what SAP supports
- What the SAP hardware partners do
- What the customer is asked to do.
| Phase              | Task                                               | Responsible             |
|--------------------|----------------------------------------------------|-------------------------|
| Provisioning/Setup |                                                    |                         |
|                    | Installation of Hardware                           | Hardware Partner        |
|                    | Installation of Operating System                   | Hardware Partner        |
|                    | Installation of SAP HANAPlatform                   | Hardware Partner        |
|                    | Adding additionalSAPHANA database instances (MCOS) | Customer                |
|                    | Data Source Connectivity                           | Customer                |
|                    | Installation of SMDAgent                           | Customer                |
| Maintenance        |                                                    |                         |
|                    | Patching of Firmware                               | Customer (*)            |
|                    | Patching of Operating System                       | Customer (*)            |
|                    | Patching of SAP HANAplatform components            | Customer                |
|                    | Patching of peripheral components                  | Customer                |
|                    | Upgrade of Operating System                        | Customer (*)            |
|                    | Update of SAP HANAplatform components              | Customer                |
| Operations         |                                                    |                         |
|                    | General administration ofSAPHANA database          | Customer                |
|                    | Backup and Recovery                                | Customer                |
|                    | Bare Metal Recovery                                | Customer                |
|                    | SAP HANASystem Monitoring                          | Customer                |
|                    | SAP HANADatabase Monitoring                        | Customer                |
|                    | Installation of third party software components    | Customer                |
| Support            |                                                    |                         |
|                    | Issue Handling Process                             | SAP, Customer (*), (**) |
(*) The customer is generally responsible for maintenance of the SAP HANA system. If the customer has a special support agreement with the hardware partner, maintenance may be the responsibility of the hardware partner.
(**) SAP is the main point of contact and distributes all issues within the support organization by default, as is the case for other SAP applications. If the customer has defined special support agreements with the hardware partner, the customer should contact the hardware partner directly in the case of obvious hardware or operating system issues. If no agreements have been made neither SAP nor the hardware
partner are responsible for the installation, maintenance and possible adjustment of external software installed on the SAP HANA system.
- Schedule - When and how often should each task be performed? What tasks are to be performed during ongoing operation, such as regular checks and periodic tasks? What tasks must be performed on demand and in special situations?
- Procedures - How can each task be performed? Several tools and transactions can be used for administering and monitoring SAP HANA.
A SAP HANA appliance can only be obtained from a certified SAP hardware partner, for more information see:
- SAP Certified and Supported SAP HANA Hardware
- Product Availability Matrix (PAM)
For more information on supported software and hardware platforms refer to the SAP Product Availability Matrix (search for "HANA"), and the SAP HANA Master Guide on the SAP Help Portal.
## Related Information
SAP Certified and Supported SAP HANA Hardware Product Availability Matrix (PAM)