SAP UK Ltd

SAP Business Technology Platform (BTP) Enterprise Agreement

SAP Business Technology Platform is a Platform as a Service operated and maintained by SAP, where customers can develop and run business applications and integrations, consume a range of business and technology services to deliver innovations, as well as extend cloud and on-premise SAP software.

Features

• Business Technology Platform as a Service
• Integration Services
• Application Platform
• Flexible Storage Options
• Business Content
• Innovation Technologies
• Development Platform
• Business Services
• SAP Extension Platform
• Automation

Benefits

• SAP maintains BTP whilst customers can easily consume services
• Flexible, secure range of integration offerings with pre-built content
• Run a wide range of business applications on one platform
• Store a wide range of data on one platform
• Make use of pre-built business content in your processes
• Utilise innovative technologies such as machine learning and blockchain services
• Create and run business applications all in one-platform
• Consume a wide range of business-technology services
• Extend SAP cloud and on-premise applications with supported tools
• Innovate without disruption to core transactional systems

£9,000 a unit a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at UKPublicSector@sap.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

277211834332372

Contact

David Dinsdale
+44 870 608 4000
UKPublicSector@sap.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: SAP and will perform major upgrades to the SAP Business Technology Platform up to 4 times per year, during the following times frames: ; - Europe: FRI 10 pm – SAT 2 am UTC; - APJ: FRI 2 pm – FRI 6 pm UTC; - Americas: SAT 4 am – SAT 8 am UTC; ; SAP will provide Customer reasonable notice without undue delay of any major upgrades or emergency maintenance to the SAP Cloud Services.; ; For more information: https://www.sap.com/uk/about/trust-center/agreements/cloud/cloud-services.html?search=Service+Level+Agreement&sort=latest_desc&tag=language%3Aenglish&pdf-asset=c6188734-927d-0010-87a3-c30de2ffd8ff&page=1
• System requirements: Supported browsers: Google Chrome, Firefox, IE11, Edge, Safari

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SAP Online ticketing support is part of the SAP Enterprise Support for Cloud Services.; ; As part of SAP’s ONE Support approach, which provides a consistent support experience for Cloud Services and on-premise solutions, SAP offers the following support levels; SAP Enterprise Support, cloud editions, SAP Preferred Success and SAP Preferred Care. SAP Enterprise Support, cloud editions is included in the subscription fees for SAP Cloud Services. ; ; SAP Preferred Success and SAP Preferred Care is offered for an additional fee, as an add-on to SAP Enterprise Support, cloud editions, for certain SAP Cloud Solutions listed under https://support.sap.com/preferredsuccessproductlist.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: SAP takes pride in its diverse workforce. To foster a global culture of inclusion, we are strongly committed to respecting and protecting human rights throughout the lifecycle of our products and services: from design through development to use. Hence, our products are increasingly guided by the Web Content Accessibility Guidelines 2.0 (WCAG) and the US Section 508.
• Onsite support: Yes, at extra cost
• Support levels: 24x7 Mission Critical Support for P1 and P2 issues
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: New customers will be aligned to a Customer Engagement Expert whose role it is to support customers to successful launches.; ; In addition, SAP offers official training courses for all products, through a mix of classroom-based and online-based trainings.; ; The SAP BTP is supported by a number of tools to help users start using the service, the first is the SAP BTP Discovery Center site, where service administrators can follow guided-content to start using new services. ; Link for the SAP BTP Discovery Center site: https://discovery-center.cloud.sap/#; ; Our SAP Help site contains more information on the onboarding process https://help.sap.com; ; The SAP BTP service documentation can be found here: https://help.sap.com/viewer/product/CP/Cloud/en-US; ; OpenSAP provides a number of massive-online-open-courses for SAP BTP capabilities, which are free to anybody.; You can search for OpenSAP courses here:; https://open.sap.com
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All data is accessible through the underlying database and can be exported on request into flat files. ; All configuration items stored in the application DB can be exported and moved to a different environment.
• End-of-contract process: When the Agreement is terminated, or if a Customer requests deletion, Customer data is deleted.; ; If retention times are agreed, SAP keeps the data for the agreed period and then removes all data of this Customer.; ; SAP will decommission the system and securely delete any data in accordance with the agreement with the Customer, with applicable law as well as the EU General Data Protection Regulations

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The SAP Business Technology Platform Cockpit has an administrative control center, and as such the user interface is complex and created for users of desktops.; Whilst the SAP BTP Cockpit is not mobile responsive, it does work from mobile devices.; Some of the services, such as the SAP BTP service, are mobile-responsive. Apps created on BTP can be rendered for Mobile
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: SAP Solution Manager can be optionally installed.; ; For more information: https://support.sap.com/en/alm/solution-manager/expert-portal/public-cloud-operations/sap-cloud-platform.html
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: The SAP Accessibility Standard has been adapted over the years when certain new regulations were passed, for example the levels A/AA of Web Content Accessibility Guidelines (WCAG) 2.0 have been incorporated. ; ; Currently the SAP Accessibility Standard reflects the base principles of the US Rehabilitation Act Section 508 and on the Web Content Accessibility Guidelines (WCAG) 2.0 (level A/AA) and BITV 2.0 requirements according to WCAG 2.0 level A und AA.; ; The SAP Accessibility Status Documents inform about product-specific accessibility features, describing the testing environment and report its current status on standards, guidelines and requirements.; ; For requests, please contact accessibility@sap.com.
• API: Yes
• What users can and can't do using the API: SAP BTP has API Management. SAP API Management lets you publish, promote, and oversee APIs in a secure and scalable environment.; Some of the features:; - Accounts, directories and subaccounts of all consumers; - Entitlements in the global account, directory, subaccount and account entitlements; - Provisioning of environment instances, multi-tenant applications and services; ; Create omni-channel experiences; Use API Designer and Open APIs to create a omni-channel mobile experience across devices.; ; Secure your digital assets, interfaces; Help protect your data and digital assets in this hyper-connected world. Get deep insights on API usage.; ; Manage the end-to-end lifecycle of APIs; Scale billions of API calls to unlock new opportunities, new business potential and add additional value.; ; Engage developers and partners; API Business Hub Enterprise simplifies sharing managed APIs and collaborations with customers, partners, and developers.; ; These capabilities have been embedded within the Command Line Interface which is still available and can be used in conjunction with this new API service.; ; Our APIs conform to open standards.; ; API Access is strictly role-based.; Privileged users can set up the service through the API as explained above.; Privileged users can make changes through the API.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: SAP guarantees the contracted resources in the SAP Business Technology Platform services and proactively monitor, take actions and inform the customers of any incident that could impact any metric of Service Level Agreement .

Analytics

• Service usage metrics: Yes
• Metrics types: The SAP Business Technology Platform service metrics are: ; - CPU; - Disk; - HTTP request and response status; - Memory; - Network; - Number of active instances; - Service entitlements and usage
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data can be exported using Smart Data Integration to multiple database vendors
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: Most Database Vendors

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Data resides in a private network, and all data in transit is encrypted via HTTPS using TLS 1.2 or higher.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Strong cryptographic controls are applied to protect the confidentiality of sensitive information. AES-256 encryption is used for data-at-rest. Additionally, In order to prevent severe damages all data resides encrypted at rest with KMS based encryption keys. Further, all data in transit is encrypted via HTTPS using TLS 1.2 or higher.; ; Customer applications run in sandboxed environments, isolated from each other, and are also isolated from the systems that provide the SAP Business Technology Platform services and manage the SAP Business Technology Platform infrastructure. The internal traffic is controlled by firewalls.

Availability and resilience

• Guaranteed availability: The SLA is 99.9% up time, with planned outages at the weekend.; ; SAP will provide to customers a monthly report describing the System Availability percentage for the applicable SAP Cloud Service either (i) by email following a customer’s request to its assigned SAP account manager, (ii) through the SAP Cloud Service or (iii) through an online portal made available to customers, if and when such online portal becomes available.; ; Customer may claim a credit in the amount described in the table of Section 3.2 in the below document, in case of SAP’s failure to meet the System Availability SLA, which credit Customer may apply to a future invoice relating to the SAP Cloud Service that did not meet the System Availability SLA.; ; Claims under this Service Level Agreement for SAP Cloud Services must be made in good faith and by submitting a support case within thirty (30) business days after the end of the relevant Month in which SAP did not meet the System Availability SLA.; ; For more more information on this, please see this document:; https://www.sap.com/uk/about/trust-center/agreements/cloud/cloud-services.html?search=Service+Level+Agreement&sort=latest_desc&tag=language:english&pdf-asset=c6188734-927d-0010-87a3-c30de2ffd8ff&page=1
• Approach to resilience: The datacenters in which SAP Business Technology Platform runs, both SAP and partner (AWS, Microsoft Azure, Google Cloud Platform and Ali Cloud) datacenters are located in geographically resilient locations.; ; Business Continuity Policies and Plans have been developed and tested in alignment with ISO 27001 standards. Distributing applications across multiple availability zones provides the ability to remain resilient in the face of most failure modes, including natural disasters or system failures.
• Outage reporting: Administrators of SAP Business Technology Platform accounts are notified via email when there is going to be a planned outage for maintenance, or as an unplanned outage occurs. ; ; In addition, the SAP Cloud service status information provides data on the performance of cloud services across all SAP data centers around the world. This includes details of scheduled maintenance due to service degradation (such as latency or performance issues) through service disruption due to outage or downtime: https://www.sap.com/uk/about/trust-center/cloud-service-status.html; ; Reports available via:; - Public dashboard; - API; - Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: SAP’s comprehensive administrative user access management follows the principles of minimal authorization (the need-to-know principle) and segregation of duties. Administrative access to data processing systems in SAP STE is subject to strict requirements for personnel and is managed by an access management tool for cloud services.; ; The SAP Business Technology Platform authenticates users with its native Authorization and Trust Management services. This provides simple authentication methods for end users. ; ; Another security service available on the SAP BTP, SAP BTP Identity Authentication Service, enables more authentication options, such as 2-factor authentication.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: PriceWaterhouseCoopers Certification B.V.
• ISO/IEC 27001 accreditation date: 31/05/2018
• What the ISO/IEC 27001 doesn’t cover: All components are covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Usd AG
• PCI DSS accreditation date: 30/06/2018
• What the PCI DSS doesn’t cover: All components are covered.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO/IEC 9001
  • ISO/IEC 22301
  • BS 10012
  • SIO/IEC 27018
  • ISO/IEC 27017
  • Cloud Security Alliance (CSA)
  • Cloud Computing Compliance Controls Catalogue (c5)
  • Trusted Information Security Assessment Exchange (TISAX)
  • Good Practice Quality Guidelines and Regulations (GxP)
  • More certifications: https://www.sap.com/uk/about/trust-center/certification-compliance.html

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: The SAP BTP Core Services align to the are compliant with/reached certification for: SOC 1 Type II, SOC 2 Type II, C5 Type II, ISO 27001:2013, ISO 22301:2012.; ; SAP BTP Core Services is a set of base services:; - Lifecycle Management, Document service, Configuration service, Extensions package, Identity Provisioning Service, Connectivity services, Monitoring, Debugging, Persistence services, Logging, administration, monitoring & alerting, metering, system & account provisioning, connectivity services, etc.; - Application containers such as Java /Java EE, SAP HANA, HTML5, Go, JavaScript/Node.js, PHP, Python, and Ruby.; ; A current list of our compliance to various standards, in addition to our Service Organisation Control Reports, can be found here: https://www.sap.com/uk/about/trust-center/certification-compliance.html

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: A formal change management process is in place and is regularly reviewed and approved. This process enables that change requests are planned, tested, approved recorded, tracked, and maintained. An impact analysis of the change is performed prior to implementation.; ; You can request a copy of the SAP Business Technology Platform SOC1 (ISAE 3402) Report at this link: ; https://www.sap.com/uk/about/trust-center/certification-compliance/sap-cloud-platform-soc-1-isae3402-audit-report-2018-h1.html
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: SAP’s security-patch management process mitigates threats and vulnerabilities. SAP’s security team rates security patches based; on the Common Vulnerability Scoring System standard for operating systems, databases, and virtualisation in cloud services. Critical; security vulnerabilities that might endanger SAP’s service delivery capabilities. Platform is patched on a priority basis normally on a weekly basis during the weekend.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Securing Cloud services undertakes sophisticated monitoring for malware protection and monitoring. Therefore, SAP has defined and implemented a malware management process with which we consistently and continuously ensure secure service delivery free of viruses, spam, spyware, and other malicious software. It comprises antimalware agent deployment, regular scans, and malware reporting processes.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Incident management process that is aligned with the International; Organization for Standardization (ISO) and International Electrotechnical Commission (IEC) 27035:2011 information security principles.; Security incidents are monitored and tracked by security specialists in cooperation with defined communication channels until resolved. A security breach involves the accidental or unlawful destruction, loss, alteration, or disclosure of customer personal data or confidential data. Or, it may refer to a similar incident involving personal data for which a data processor is required under applicable law to provide notice to the data controller.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  SAP is committed to a future sustainable world and acts as both an exemplar and enabler of sustainability. For the 16th consecutive year, SAP was named the Software Industry Leader in the Dow Jones Sustainability Index - https://www.sap.com/sustainability/our-approach.html. SAP is committed to fighting climate change by reducing carbon and other emissions. SAP became Carbon Neutral by 2023 and will be Net Zero by 2030. ; On any G-Cloud Contract, SAP will create a Social Value Action plan in collaboration with the buyer. Progress will be reviewed, and the plan will be refreshed annually. For fighting climate change, we expect that this plan will include:; • supporting your journey to Net Zero by ensuring renewable energy is used in the data centres providing the services and that all services will be 100% carbon neutral from the first day of service.; • offer a workshop to the buyer’s team on the sustainability features of the product that has been purchased and / or the wider SAP suite of sustainability offerings such as the Sustainability Control Tower.; • Work with the buyer’s team to promote the free, high-quality learning about sustainability that is available and free to any member of the public on the Open SAP learning portal at https://learning.sap.com.

  Covid-19 recovery

  On any G-Cloud Contract, SAP will create a Social Value Action plan in collaboration with the buyer. Progress will be reviewed, and the plan will be refreshed annually. To help local communities to manage and recover from the impact of COVID-19, SAP can support buyers in several areas. As part of the Social Value Action plan, SAP will:; • To support re-training and other return to work opportunities for those left unemployed by COVID-19, particularly new opportunities in high growth sectors. SAP will offer a range of free on-demand and facilitated training to communities served by the buyer. This will be delivered free using the SAP learning portal at https://learning.sap.com. Currently available courses include topics like Circular Economies, Opportunities from a Digitally Transformed Economy and New Work and Purpose.; • SAP offers buyers support in key areas for social value relating to COVID 19 Recovery – new ways of working to deliver services; support for the physical and mental health of people affected by COVID-19 and improved workplace conditions such as remote working and sustainable travel solutions. As part of the Social Value Action plan, we will offer a workshop to explain the support we can offer and add tasks to the plan where appropriate.

  Tackling economic inequality

  There are two themes outlined in the guidance relating to this area of social value - Create new businesses, new jobs and new skills; and increase supply chain resilience and capacity.; With respect to skills, as part of the annual Social Value Action plan: ; • SAP will offer a range of free on-demand and facilitated training to communities served by the buyer. This will be delivered free using the SAP Learning portal at https://learning.sap.com. Currently courses cover a range of in demand skills in the IT industry such as Artificial Intelligence, Analytics and Application Development. For these courses, where relevant, SAP will also provide access to technical platforms at no charge so that students may complete the practical learning components of each course.; With respect to increasing supply chain resilience and capacity, as part of the annual Social Value Action plan:; • SAP will offer to brief the buyer’s procurement and finance teams on the opportunities relating to the SAP Ariba Procurement offering. This could include on-boarding the buyer’s suppliers to the SAP Business Network, a €3.2TN marketplace for suppliers where they can grow their businesses. SAP Ariba Procurement also offers capabilities around supplier risk management to ensure that the buyer’s supply chain achieves the desired level of resilience. The guided buying capabilities of SAP Ariba Procurement also allow the buyer to make it easy for staff to support and comply with organisational social objectives, for example spending with sustainable enterprises or local small businesses. SAP will also share our learnings from 5 by 5 in ’25, an initiative designed to encourage organizations across industries to direct more of their addressable spend toward certified social-enterprise and diverse-business suppliers. https://news.sap.com/2020/10/sap-launches-55by25-purposeful-procurement/

  Equal opportunity

  SAP is committed to being one of the most diverse and inclusive software companies in the world. We proactively promote diversity, inclusion, and social justice and work to ensure that our workforce reflects the gender parity and demographics of all the regions where we have employees. We make every effort to ensure that all stages of the employee lifecycle are inclusive to enable employee success. As part of the Social Value Action plan, SAP will propose a Social Innovation Workshop to explore areas of equal opportunity and look at how we approach diversity and inclusion to see how a shared approach with the buyer could help the buyer’s staff and communities that the buyer serves. For example, SAP supports the following organisations and initiatives:; Stemettes is an award-winning social enterprise working across the UK & Ireland and beyond to inspire and support young women and young non-binary people into Science, Technology, Engineering and Maths careers (known collectively as STEM).; Enactus UK – SAP is the Platinum technology partner for Enactus UK, giving access to one of the UK’s largest innovation and entrepreneur networks in the UK. Enactus allows teams of students all over the country to work together to find innovative solutions to social issues within their local and international communities;; Apps For Good believes that all young people should be empowered to take action on the things they care about most. They provide free tech innovation courses to schools, giving teachers ready-made education content, so young people from all backgrounds can develop computing and essential skills to create a brighter future through technology. Apps For Good partner with leading brands to keep their course content 100% free of charge to schools, as well as giving students the opportunity to directly benefit from their industry expertise.

  Wellbeing

  As part of the Social Innovation Workshop described in the Equal Opportunity section, SAP will include the theme of ‘Wellbeing’ to review optional initiatives that can be added to the Social Value Action plan. For example:; • Innovation – SAP offers clients the ability to run innovation workshops on themes that are important to clients. This is often in collaboration with users and communities who can codesign and create a proof of concept of solutions that would address specific challenges and opportunities. We will also offer free training on innovation topics via our SAP Learning portal - https://learning.sap.com. Current courses include Intrapreneurship – Employee-driven Innovation.; • Employee and community pulse – SAP is a leading provider of solutions relating to personal wellbeing. We offer to share our learnings of what works well for different challenges and situations that clients wish to explore. We can share examples of how organisations have supported the physical and mental health of their workforce. A current example would be around working practices and return to work in a post COVID pandemic world. ; • Self-service and a great user experience are key principles of SAP services. We will share insights learned from working with many public service organisations and the world’s most recognised brands on how digital services can bring people and communities together. These insights may then trigger actions that can be added to the Social Value Action plan.

Pricing

• Price: £9,000 a unit a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: The free trial of the SAP BTP lets users test and evaluate the capabilities of different SAP BTP Services. Beta services are also available in the free trial account, until they become generally available.; ; Many services are covered, limitations differ between platform services. Persistent Trial account for customers.
• Link to free trial: https://account.hana.ondemand.com/#/home/welcome

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at UKPublicSector@sap.com. Tell them what format you need. It will help if you say what assistive technology you use.