Overarching services

Regardless of which and how many services or apps of the SCM Platform are commissioned and operated, NTT DATA provides cross-service services that serve the maintenance and further development of the platform and relate to all services. This includes the following services for which NTT DATA is responsible:

• Coordination and communication between support units, as well as involvement of interface partners in root cause analysis, solution finding and solution implementation.

• Setting up the account structure and organization; implementing and testing the administrative infrastructure required for service delivery (AWS Account management).

SW Patch Releases & Update Strategy

As long as subscriptions exists you will get updates and software patches on a regularly basis. NTT DATA defines both the time and the frequency of provision.

As part of the platform maintenance services included in the service, the SCM platform is regularly updated by NTT DATA on its own responsibility. These updates are necessary to regularly bring the SCM platform up to date. The updates can refer to all ordered service modules or apps. Depending on the selected configuration, there may be performance restrictions during the duration of the updates. This includes in particular a degradation of response times, throughput or the overall availability of the services. Furthermore, this may result in a need for changes to dependent service components of the customer, which the parties can agree on in the procedure for agreeing on changes.

The updates will be announced, as far as possible, with a lead time of at least two calendar weeks. Furthermore, NTT DATA shall provide information before and after an update has been carried out about possible implications with regard to any restrictions on the services during the installation of updates and the successful performance of the activities carried out as part of the update. The version updates are mandatory for the customers.

In addition, in the event of malfunctions or critical security gaps, further necessary unplanned updates are to be carried out on an ad-hoc basis that do not allow any delay, such as security patches or hotfixes. Such an update is announced by NTT DATA at short notice and can also be carried out outside the maintenance windows.

Central user administration

New users can be created or deleted by NTT DATA on your SCM tenant on request. To do this, you must create a ticket to the helpdesk.

Apart from initial users NTT DATA can stop this service at any time and transfer this task to you as a client.