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Agreement
UCC Agreement
- UCC may make available SAP Solutions ONLY to schools that are members of the SAP University Alliance program in the United States.
- All UCCs are expected to provide a Basic Level of Service. Any services provided to UA members above and beyond this basic agreement will be negotiated directly between UA member and UCC.
Basic Service Expectations
SAP and UCC will review the basic service expectations each year to determine appropriate and necessary revisions.
The UCC Host will provide the University Client:
- R/3 or mySAP.com Clients
- UCC Host will make available to Client University 5 R/3 clients during three periods per year (Spring, Summer, Fall). [The UCC and SAP will mutually agree if, when, and for how long any major system shut downs for critical maintenance activity (e.g., system upgrades) will occur.]
- Client refreshes may be negotiated between UCC and University. [The UCC and SAP will mutually agree upon the use of Client refreshes during the regular semester to support client school activities.]
- For each 400 R/3 client request, UCC Host will make available 20 user accounts.
- For each 800 R/3 client request, UCC Host will make available 50 user accounts.
- UCC Host provides support during Fall, Spring and Summer semesters.
- System Availability
- UCC Host will generally make available the SAP System to University Client 24 x 7 during the scheduled semester of the University Client, except during scheduled maintenance.
- UCC Host will generally make available the SAP System to University Client faculty 12 months per year.
- UCC Host will provide technical support to University Client faculty during normal operating business hours (8 a.m. to 5 p.m.) of UCC Host time zone.
- Remote Access to the System
UCC Host will support one or more of the following:
- SAP GUI
- Web Browser via ITS technology
- Web Browser via Workplace
- System Maintenance
System maintenance times will be announced by UCC Host and will be during non-prime hours (typically 12:00 midnight to 8:00 AM) of UCC HOST time zone.
- Backup Procedures
- Full system backups will be conducted weekly
- System crashes, for any reason, may require that UCC Host recall backup from previous weekend.
- Help Desk Support
- Help desk support will be provided for University Client faculty only.
- The help desk will be open from 8:00 AM to 5:00 PM in UCC Host time zone.
- Telephone service with voice mail will be provided. Calls will be returned within 2 hours during regular business hours (8-5).
- Non-urgent E-mail inquiries will be responded to within 2 working days (Monday - Friday)
Note for Client University:
- Calendar for scheduled classes must be provided to UCC Host.
- Faculty at the client university is responsible for developing the curriculum and for testing student exercises prior to their use.
- Faculty of client university are responsible for determining setup requirements for exercises being run and for notifying UCC of such setup requirements.
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