Database Reference
In-Depth Information
Application layer
OLE
Presentation layer
RFC
CPI-C (SAP) implementation
Session layer
LU 6.2
Transportation layer
TCP/IP
Network layer
X.25
Connection layer
SDLC
Ether-
net
To ken
ring
Ether-
net
To ken
ring
Bit transmission layer
Figure 5.3
Some of the protocols supported by SAP.
5.2.14.1 Online Service System (OSS)
This OSS service is provided by SAP via customers logging into the nearest SAP support serv-
ers. This is basically a service for registering problems as well as accessing information, including
solutions to registered problems. It is also the forum for disseminating up-to-date release, installa-
tion, and upgrade information. OSS provides 24 h Hotline support to assist users in determining
solutions to problems faced in the system. A problem is logged with all the relevant information.
When logging a problem, the customer states how important the problem is and how quickly a
solution is required (low, medium, high, or very high). When a customer is in a live-production
environment and a resolution to the problem is critical, SAP will respond immediately, resolving
most issues in less than an hour. SAP support staff can be given access to log directly into a cus-
tomer's system and assist in resolving issues for the customer. Using OSS, customers have access
to download patches and code corrections to known errors in the release of SAP that is being
implemented.
5.2.14.2 EarlyWatch
EarlyWatch is a service offered by SAP, wherein SAP experts from SAP support centers connect
to your SAP systems. They access customers' SAP installations and gather numerous data on vari-
ous aspects of system performance data and system operations. This information is analyzed and
processed for diagnosing problems or detecting potential problems and bottlenecks. This is largely
useful at the time of initial installation or whenever major changes occur in the infrastructure or
configuration of a SAP installation. The EarlyWatch specialists analyze customer installations and
provide a written report on the optimal parameterization of the system, on performance improve-
ment, and on bottlenecks that might appear in the future.
