SUPPORT

BASIS SUPPORT:It is a activity provided by basis consultants to ensure that the run time of sap applications are not affected .precisely to provide hi h availability to the sap applications. T!P"S O# SUPPORT: $.on site support %.Ri ht shore support &.Off shore support On site support: 'onsultants directly (or) (ith the customer*on site team+ It is proven to be more costlier because the char es (ill be around $,, to %,, dollars per hour But the advanta e is interactive communication (ith the data center and resolve the issues on the floor by involvin the teams li)e OS-.atabase-/et(or) and other third part a encies. 'ustomers can have one or more onsite consultants dependin up on the cricality of the business "0ample : 1e- 2p- IB3- 4oda)- 2cl and P51 deputes & consultants round the cloc)*%678+ to monitor and administer the systems They are also called as customer service e0ecutives (ho interacts (ith customers and up rade the statuses from time to time Onsite can be a permanent support or )no(led e transfer $month or for a specific activity /ote: The customer service e0ecutive may be different than basis consultant dependin up on number of team members oin to be deployed Ri ht shore : Pool of consultants available in the shore but not (ith the customer "0ample : Satyam-9ipro-Intelli roup mana es resources from their officers and provide remote support -oncallsupport or issue based support This methodolo y is to ensure the consultants are available onsite to serve the customers*%678+ and reduce the lead times of identifyin the consultants *visa processin and travel+ Off shore: It is the most cost effective technolo y from (here the consultant can support the customers from off shore The offshore char es varies from $:; to &,; per hour The ma<or challen e is $. .ata security %. connectivity &.communication 6.team mana ement .atasecurity : "ach consultant has to si n non disclosure a reement sayin that one of the document or customer data is not propa ated or leave it. 'ustomer provides role based security to the consultant an=d ensure that they can access only the content (hich is re>uired by them. 'onnectivity : It is basic dialo connections .broadband-leaselines provide connectivity to customer environment . It is to ensure uninterrupted connectivity.

9e need to have atleast % connectivities from t(o different locations.so that (e can have a disaster site and bac)bone connectivity. 9irless connectivity :It is also provided so that consultant (or) from home. 'ommunication (ith 'S": It can be throu h " mails -verbal or fa0 4eep the communication as simple as possible. Team mana ement : (or) collaboratively (ith the team. Share the )no(led e. 2and sha)e of issues bet(een shift chan e over. S"R?I'" @"?"@ A1R""3"/T : It is the a reement that is si ned bet(een customer and the support partner. It contains scope of (or) alon (ith severity and priority levels -costin - nature of bid- responsible personAs escalation levels-penalty clauses-time of support B..etc. Scope of (or) : It covers the list of activities that needs to be supported by the support mana er "0ample : monitorin the database bac)up-performin transports-user creation-user transport-user loc)in and unloc)in B.etc. 9e need to identify inscope and outscope activities and inform the customer service e0ecutive from time to time. "0ample :Os patches-.atabase patches-Os-.b up rade-SAP installation- hard(are mi ration. Pro<ect pricin : the pro<ect can be priced in any one of the follo(in (ays. Tic)et based Issue based As per scope Re>uest based #i0ed bid : 'ustomer pays a lumsum amount of %,-,,, dollarsCmonth alon (ith fi0ed S@A. Time and material : It can be coupled (ith above options to handle out scope activities. "0ample : 'R3 installation consumes ten hours can be billed at a rate of $,, dollars per hour. Roles and responsibilities : The roles and responsibilities of a support has to be documented as per S@A. Proactive monitorin -preventive actions- reactive support based on run time issues. 9e need to define the primary responsibility and secondary responsibility for each of the tas).

SAP Advanta es : It provides functionality to support various parts of the business*manufacturin -sales-purchasin ->uality mana ement-finance-hr-plant maintainance and pro<ect systems B..etc+. All the SAP applications are built on net(eaver platform that is by default (e can have <avaplatform-BI9-DI and enterprise portal*"P+. It provides multichannel access that is it can be accessed by usin SAP1UI -intenet e0plorerCbro(ser. It provides rich set of industry e0tensions oil-minin - as-insurance and ban)in . It provides to access the soft(are in multiple lan ua es*it is unicoded lan ua e+ to support E,-,,, characters. It can be installed on any one of the operatin systems li)e 9I/.O9S-IB3FAID-2PF U/ID-SU/SO@ARIS-@I/UD*redhat-SUS"+-ORA'@"F@I/UD. It supports all the available databases li)e ORA'@"-3I'ROSO#T SG@-SAP.B-.B% and IB3 U.B*universal database+.that is (hy SAP is platform independent and .B independent. SAP is usin HA?A lan ua e to provide the interactive content over the (eb. It provides various interfaces such as email-fa0-printers*barcode-chec)-label+ and handheld. SAP provides addFons- industry specific solutions and sap applications li)e 'R3-SR3-S'3. SAP supports data transfer methods so that the data can be transported from SAP to /O/SAP and /O/SAP to SAP.that is data (hich is available in the le acy systems-Oracle apps-People soft-Seibel-3icrosoft access-D@ and #la files can be uploaded in to SAP. SAP is consistent-reliable-stable (ith more than thousand customers. SAP provides on line*%6787&IJ+support .isadvanta es : 'ostbased on user license varies from $-J,-,,,F6,-,,, per user. Too many realeases.*&.$ to "''I+. SAP released more than 6,, products more than soft(are components. SAP only supports production systems and issues that are prioritiKed as very hi h

SAP AR'2IT"'TUR": R% AR'2IT"'TUR": It is client server based (here client re>uests and server responds. There are various disadvanta es in this architecture (hich ma)es both client and server to be an e0pensive in the areas. The disadvanta es of R% architecture is over come by R& architecture R& AR'2IT"'TUR": It consists of presentation server -application server-and a database server or layer. It is also called as three tier architecture.

/o( it is coupled (ith access and called as multi tier architecture.that is (ebaccess-mobileaccess-1UI access at presentation server level.

PR"S"/TATIO/ S"R?"R : It is a SAP 1UI (hich is used to ta)e the user re>uests and submit to the application server. .ATABAS" S"R?"R :It is used to process the re>uest that are comin from application servers. APP@I'ATIO/ S"R?"R : It accept the re>uest from SAP 1UI-9"B 1UI-mobile and process them accordin ly. It is an a ent (hich is deployed bet(een presentation and database server. It consists of the follo(in $..ispatcher %..ispatcher >ueue mechanism &.9or) process and their tas) handlers 6.Buffer area to store the fre>uently accessed data J.SG@ interpreters .ISPAT'2"R:There (ill be only one dispatcher per instanceCapplication server. It listens on port &%,,L% di it instance number . .ispatcher mana es- monitors and administers the instance. .ispatcher has its o(n >ueue mechanism and process the re>uests based on #I#O. .ispatcher has its o(n dedicated physical memory-e0tended memory and buffer areas. .ispatcher is monitored by usin e0ecutable .P3O/*.ispatcher monitor+. "ach dispatcher uses certain amount of memory and dis)space. 9hile handlin the re>uests the process may han in the semaphore that is (hy SAP recommends not to confi ure more than $,, (or) process 9OR4 PRO'"SS:These are use to process the user re>uests. They are represented by (,-($-(%-(&-(6FFFFFFFFFFFFFFFFFFFF(nF$. These are mana ed by dispatcher . "ach (or) process consumes around 8J to $J, 3b of memory on an avera e. The minimum usa e can be $3b and ma0imum can be %1b on &% bit machines and 61b on I6 bit machines. The ma0imum memory can be used by a (or) process is displayed by MmemlimitsN. "ach (or) process can serve up to J to $, users dependin up on type of users. There are three types of users $.lo( users %.medium users &.hi h users Types of (or) process:$..ialo %.Update &.Bac) round 6.messa e server J.en>ueue I.1ate (ay 8.Spool TAS4 2A/.@"R :"ach (or)process behaves as tas)handler and displayed as TS42 in lo files.

It contains three interpreters $. Screen interpreter %.ABAP interpreter &.SG@ interpreter. Buffer areas : The fre>uently accessed data and rarely chan ed data is stored in buffers and improve the response time by J,O .B '@I"/T : It is used to communicate (ith database in native SG@ lan ua e. SAP uses open SG@ to ensure that. SAP products are .B independent . 9hile communicatin (ith database server (e need to communicate nativeformat of database . Oracle listens only P@SG@ commands. SG@ server listens TSG@ commands US"R 'O/T"DT : User conte0t is the area (here user credentials are stored. User conte0t is specific to the user and it is deleted once the user is lo ed off. Transaction SUJI is use to display user conte0t. US"R R"GU"ST #@O9: User submits the re>uest usin presentation server. The re>uest is sent to application server usin .IA1 protocol. 3a0imum of %, 4b data allo(ed to transmit over the net(or). The re>uest is received by the dispatcher and placed in Mdispatcher (ait >ueueN. .ispatcher process the re>uest based on #I#O*first in first out+. .ispatcher identifies the free (or) process and allocate the process to it. 9or) process has its o(n processed (ith a similar or matchin process id at OS level. .ispatcherL(or).e0e runs at os level and utiliKes c.p.u and memory based on re>uirement. The (or) process tas)handler process the re>uest usin interpreters*screen-abap-and s>l-+. The (or)process inteprets the re>uest and chec)s (hether the content is available in r&. If the content is available- it fetches from R& buffer .if not the re>uest is sent to database server and response is sent to R& (or)process. R& (or) process chec)s if the content is eli ible for bufferin .if so )eeps a copy on the R& buffers. The (or)process rolls the user information in to user conte0t. The process of (ritin the response in to user conte0t is )no(n as MRO@@OUTN. The (or) process sends the response to user. The entire communication should be completed (ith in I,,ms. #@O9 %: User submits the re>uest. .ispatcher allocates the process to the user re>uest .

9or) process ets the user re>uest information based on user id and rolls the information in to tas) handler . The process of copyin the user conte0t information in to tas) handler is )no(n as MRO@@I/N. .IA@O1ST"P: It is a mouse clic) or )eyboard sto)es such as f$-f%-f&-f6-enter or a pa e film or selectin a menu entry on the screen. "ach dialo step is processed by a (or)process. "ach dialo step may not be a full fled ed transaction .it is only a part of transaction. "ach dialo step may result either a commit or rollbac) but can also be a display @O1I'A@ U/IT O# 9OR4*@U9+: It is part of transaction (hich can be committed or rollbac).each @U9 re>uires one or more dialo steps. TRA/SA'TIO/: A transaction consists of one or more @U9As (hich can be committed or rollbac). SAP considers sales order document production order ar ument for bench mar) a transaction . "0ample : a sales order document consists of : to $% dialo steps.

.IA@O1 PRO'"SS:It is the only interactive process that is use to communicate (ith users. There should be atleast t(o dialo process for each instance. .ialo process serves the end users. So- its run time is restricted to I,, secAs to process more re>uests.that is after I,, secAs the process is timed out. .ialo process ta)es the re>uests and initiates other process. .ialo process updates the user conte0t usin MrollinN and MrolloutN. .ialo process updates the temporary tables *vb7 tables+ (hich can be updated by an up rade process later. .ialo process updates the batch tables *TBT'T-TBT'S+ (hich can be used by bac) round process to schedule the <obs. .ialo process updates the spool tables *tsp7-tst7+ to share the spool information (hich can be printed by spool (or) process. .ialo process communicates (ith en>ueue process to loc) and unloc) the ob<ects durin an update. .ialo process are defined by the parameter rdispC(pPnoPdia. The minimum is t(o and ma0imum is $,,. Its run time is enerated by parameter rdispCma0P(prunPtime (hich is restricted to I,,secs If the (or) process is timed out a lo is created in transaction S3%$ alon (ith a dump in ST%%. .IA@O1 PRO'"SS 3U@TIP@"DI/1:The process of servin more than one user (ith out restrictin to a user is multiple0in . That a user needs around :F$% dialo steps to complete a transaction that is each step can be performed by a different (or) process of the same instance.

Performance Tuning Transactions

Performance tunin in the system can be done usin a set of monitorin transaction codes for the application- database- and operatin system. Table %%F% lists the )ey performance tunin transactions and a brief description for each.

TABLE 22-2 SAP Performance Tunin Transactions SQL Trace Overview The follo(in procedure can be used to et a SG@ trace in a SAP system. SG@ trace analysis (ill help us identify any e0pensive SG@ statements and identify tunin Cinde0in opportunities to improve system performance.
Starting SQL Trace

The follo(in procedure can be used to start a SG@ trace for a pro ram that is causin performance issues in the system: $. 'all transaction code ST,J. Select either Activate Trace or Activate Trace 9ith #ilter. The Activate Trace option (ill start a SG@ trace for the user (ho started the transaction. Activate Trace 9ith #ilter (ill provide different filterin options for capturin the SG@ trace. #i ure %%F% provides the filterin options available for activatin a SG@ trace. 'hoose the user account under (hich the problem SG@ is runnin and start the trace by clic)in the reen chec) mar). https:CCsampleF$dba&8$Jd$J%d6:EIa&E,bE8cc:8J,6:.read.overdrive.comCQ pRsapFbasisFadministration