SAP UK Ltd

SAP Commerce Cloud

SAP Commerce Cloud is a complete digital eCommerce and Citizen Engagement solution that can integrate digital and physical customer touchpoints onto a single, robust platform, helping you deliver exceptional,
seamless customer experiences anywhere, anytime.

Features

  • Consistent and fully responsive citizen experience across all channels
  • Search and navigation
  • Personalised Recommendations
  • Shopping cart
  • Rich Product Content Management
  • Bundled services for complex service scenarios
  • Simplify Bill Payments
  • Transact on someone else’s behalf for family relationships

Benefits

  • Full cloud-native solution with extensive customisation & extensability
  • Rapid onboarding
  • self service environment management
  • Comprehensive security
  • Best Practice Application Lifecycle Framework
  • Infrastructure Monitoring & Management with 24/7 Alerting
  • Automated Disaster Recovery and Backup

Pricing

£17,000 a unit

  • Education pricing available
  • Free trial available

Service documents

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 13

Service ID

7 6 9 6 7 5 4 3 3 7 8 0 1 7 9

Contact

SAP UK Ltd Rich Gwyther
Telephone: +44 7557 605477
Email: UKPublicSector@sap.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Regular Maintenance (duration: 4 hours), [start time in UTC per region]
• APJ: SAT 3 pm UTC
• Europe: SAT 10 pm UTC
• Americas: SUN 4 am UTC

Major Upgrades (up to 4 times per year), [timeframe in UTC per region]
• APJ: SAT 3 pm – SAT 11 pm UTC
• Europe: SAT 10 pm – SUN 6 am UTC
• Americas: SUN 4 am – SUN 12 pm UTC
System requirements
  • Browser based client from supported list
  • Publicly accessable code repository

User support

Email or online ticketing support
Email or online ticketing
Support response times
Different ticket priorities have different response times, but the maximum response time for a Priority 1 ticket is 4 hours.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
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
None or don’t know
How the web chat support is accessible
Through the serice.sap.com website
Web chat accessibility testing
Unknown
Onsite support
Yes, at extra cost
Support levels
P1 Very High: An incident should be categorized with the priority "very high" if the problem has very serious consequences for normal business processes or IT processes related to core business processes. Urgent work cannot be performed.
P2 High: An incident should be categorized with the priority "high" if normal business processes are seriously affected. Necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the SAP service that are required immediately. The incident is to be processed as quickly as possible because a continuing malfunction can seriously disrupt the entire productive business flow.
P3 Medium: An incident should be categorized with the priority "medium" if normal business processes are affected. The problem is caused by incorrect or inoperable functions in the SAP service.
P4 Low: An incident should be categorized with the priority "low" if the problem has little or no effect on normal business processes. The problem is caused by incorrect or inoperable functions in the SAP service that are not required daily, or are rarely used.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
There is a wealth of online information, demos and product documentation to help you get started with SAP Commerce Cloud.

https://www.sap.com/products/crm/e-commerce-platforms.html

https://help.sap.com/viewer/product/SAP_COMMERCE_CLOUD/SHIP/en-US

https://www.sap.com/cxworks/
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
For systems not directly accessible our support teams will, on request, export all requested data to a defined, secure destination.
End-of-contract process
SAP work with you to ensure all required data is offloaded at the end of contract. Once this has been confirmed your data would be permanently removed from our system. There are no additional costs at the end of contract.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Admin interfaces are responsive and fully responsive and native mobile application experiences can be served from the application to end consumers.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
Customer experience The Customer Experience product helps you to manage Web content across channels - including online, mobile, and Internet - using a single, intuitive interface. Create and reuse content across multiple touch points and devices and quickly build and manage Web sites. Personalization helps increase average order value and maximize value by tailoring content to a shopper’s history and behavior. You can segment your customers and create rules to deliver relevant product selections, recommendations, and promotions. You can promote top sellers and niche products based on customer preferences, and evaluate shopper behavior in real time for true one-to-one marketing.
Accessibility standards
None or don’t know
Description of accessibility
The SAP Citizen Engagement Accelerator ships with front-end templates that meet WCAG 2.0 AA standards that can easily be upgraded to the latest format

SAP Commerce provides a flexible solution that you can easily customize to match specific requirements. SAP Commerce presentation layer can support user experience frontend site designs that are designed for accessibility. SAP Commerce as a part of the SAP ecosystem includes "Product Standard Accessibility", using various process steps to plan, develop, test, and report quality features. The status of each SAP product concerning accessibility is documented and the status documents are available on request.
Accessibility testing
This is typically done on a project basis.
API
Yes
What users can and can't do using the API
All objects within SAP Commerce are automatically exposed (securely) as a RESTful web API. These APIs may then be used to manage the required content. Moreover, a delete action from a source system (for example an ERP) can be propagated to SAP Commerce system, ensuring that the appropriate field is emptied in it and the systems are in synch.
Omni Commerce Connect (OCC) is a next-generation commerce API that offers a broad set of commerce and data services which enable you to use and leverage the complete SAP Commerce Platform functionality anywhere in your existing application landscape. Its main benefits are as follows:

it allows SAP Commerce customers to quickly commerce-enable new touch points and channels without lengthy and costly IT cycles,
it makes it easy to reuse commerce processes and data across all touch points, increasing the speed and lowering the costs of providing new transactional interfaces, you can easily integrate with other systems and even provide interfaces to partners and other organizations.

Omni Commerce Connect (OCC) is based on RESTful web services. To maximize the list of potential API clients, the OCC supports both XML and JSON representations.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
SAP Commerce Cloud is formed of two primary layers, a Platform As A Service and a code based hosted in it.
The core Platform gives Commerce its main functionality, including:
Business services (cart handling, back order),
System services (model handling, session handling),
Infrastructure services (internationalization, import & export).

SAP Commerce Platform is a foundation for all the capabilities delivered with commerce cloud. The platform also includes the infrastructures that enables extensions of the many features and functions. This concept is known as the extensibility. Since the concept is at the heart of commerce Cloud, features and functions delivered are packed into modules. A module is made up of a set of extensions and each extension within a module is encapsulated piece of Commerce Cloud. On one hand modules leverage platform functionalities and on the other they enrich it with specific capabilities.

From the technical perspective both the UI and the technical components are delivered as extensions to the Platform. You can either use the extensions as they are or modify and extend them according to your environment.

Scaling

Independence of resources
SAP is responsible for the application and can scale horizontally and vertically, as appropriate. SAP guarantee's performance within the SLA.

Analytics

Service usage metrics
Yes
Metrics types
SAP Commerce Cloud provides comprehensive reporting and automatically generates a monthly report detailing the Customer’s website performance for the previous month. This includes the following:

Website availability,
Infrastructure availability,
Bandwidth,
Service fulfillment,
Environment sizing,
Database health management,
Security update,
Application Performance improvements.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
SAP Commerce ships with an integrated text-based ImpEx module, which allows creating, updating, removing and exporting platform items such as customers, products and categories to/from structured data files.

SAP Commerce Accelerator also comes with a batch package that enables projects to provide automated importing of data from hot folders, i.e. specified folder locations. The infrastructure enables the import of simple CSV files that are internally translated into SAP Commerce fast, multi-threaded ImpEx scripts that import content directly into your product catalogs.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • XLS
Data import formats
  • CSV
  • Other
Other data import formats
  • XLS/XLSX/CSV/TXT
  • OData API Uploads (XLS, 3rd Party, IoT etc.)
  • SAP Cloud Platform
  • SAP S/4HANA
  • SAP BW & SAP BW/4HANA
  • SAP & 3rd Party Cloud Applications
  • SAP ERP
  • SQL Database
  • Restful Webservices

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
The Service Level Agreement for SAP Cloud Services referenced in the Order Form and the SAP System Availability Warranty in the GTC are superseded by the following, only as expressly noted: “Available” or "Availability" - means that in relation to the production environment of the Hosting Platform, SAP will maintain a System Availability SLA for productive environments of 99.95% during each calendar month, subject to Excluded Downtime (as defined in the SLA) as further described in the SAP Commerce Cloud Services Description available on the SAP website (“Service Description”).
Approach to resilience
SAP Commerce Cloud hosting platform resides on fully redundant cloud infrastructure operated by Microsoft Azure. Therefore, the availability and continuity of SAP Commerce Cloud does not depend on SAP's own uptime or availability.

Moreover, SAP has implemented business continuity management aligned to ISO22301 as part of SAP’s management framework for business continuity and operational resilience, of which corporate continuity, IT service continuity management and Cloud continuity are parts.

The governing principles for corporate continuity and IT service continuity management as well as interfaces to Cloud continuity are centrally managed. This continued central governance ensures and documents common principles and requirements providing guidance on implementation of respective procedures. Implementing procedures according to the central governance is done by all units at SAP as necessary and upon existence of critical products and services.
Outage reporting
All three: a public dashboard,an API and 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.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
International Standards Agency
ISO/IEC 27001 accreditation date
30/06/2015
What the ISO/IEC 27001 doesn’t cover
All components are covered.
ISO 28000:2007 certification
Yes
Who accredited the ISO 28000:2007
International Standards Organisation
ISO 28000:2007 accreditation date
30/06/2015
What the ISO 28000:2007 doesn’t cover
All components are covered.
CSA STAR certification
No
PCI certification
No
Cyber essentials
No
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • BS10012
  • ISO 22301

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
SAP’s security framework focuses on the three cornerstones of secure products, operations, and the company (see the figure). Secure products put the focus on delivering software to our customers that meets the highest levels of security standards with continuous vigilance regarding vulnerabilities and rapid action to remediate issues. Secure operations add another layer to protect data at the level of internal networks, infrastructure, and ecosystem and prevent security lapses within SAP’s internal operations. Secure company facilitates a culture of security at SAP, where employees and associates understand their role in helping secure SAP and its customers for success in the digital economy.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
SaaS Model so all configuration and updates are controlled by SAP.
Vulnerability management type
Supplier-defined controls
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 virtualization in cloud services. Critical security vulnerabilities that might endanger SAP’s service delivery capabilities. Platform are patched on a priority basis normally on a weekly basis during the weekend.
Protective monitoring type
Supplier-defined controls
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
Supplier-defined controls
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

Fighting climate change

Fighting climate change

SAP is committed to a future sustainable world and acts as both an exemplar and enabler of sustainability. In 2021, for the 15th consecutive year, SAP was named the Software Industry Leader in the Dow Jones Sustainability Index - https://news.sap.com/2020/11/dow-jones-sustainability-indices-sap-again-leads/. SAP is committed to fighting climate change by reducing carbon and other emissions. SAP is on track to be Carbon Neutral by 2023 and Net Zero by 2030. In line with UK Public Sector guidance SAP has published a Carbon Reduction Plan at:
https://www.sap.com/uk/documents/2021/12/561cff41-0a7e-0010-bca6-c68f7e60039b.html
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:
• ensure 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://open.sap.com.
Covid-19 recovery

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 is able to 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 Open SAP learning portal at https://open.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

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 Open SAP learning portal at https://open.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 Ariba 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

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:
• Pro-bono for economic equity – through this economic equity programme, SAP aims to support Black-owned businesses and social enterprises by leveraging corporate talent to help them to build capacity and address systemic and business challenges;
• Generation Success - SAP partners with Generation Success, a Social Mobility focused Not for Profit to remove barriers to employment for individuals from diverse backgrounds;
• 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;
• SAP Autism at Work programme - launched in 2013, this programme leverages the unique abilities and perspectives of people with autism to foster innovation as we help customers become intelligent enterprises. The program taps into an underutilized talent source, reducing barriers of entry so qualified individuals can fully develop their potential.
Wellbeing

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 Open SAP learning portal - https://open.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 also 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
£17,000 a unit
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
We are able to, on request, offer 3 month limited trial licenses.

Service documents

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.