Overview PUBLIC

SAP Information Collaboration Hub for Life Sciences

Date – 24-Feb-2022

Overview
SAP Information Collaboration Hub for Life Sciences
Document History

Version Date Status Change

1.0 25-Apr-2019 Final Initial release

1.1 28-Jun-2019 Final Added:

• Saleable Returns Supply Chain
Notifications
• Support section

1.2 21-Aug-2020 Final Updates:

• Offboarding policy
• Regulatory Reporting services for
Russia and Saudi Arabia
• Sales Return Verification against
customer backend

1.3 18-Nov-2020 Final Update:

• Regulatory Reporting Option for
Indonesia

1.4 25 May 2021 Final Updates:

• Regulatory Reporting Option for
Bahrain and Brazil
• Regulatory Collaboration
• Minor edits

1.5 23 July 2021 Final Updates:

• Description of message
monitoring
• Minor edits

1.6 6 December 2021 Final Updates:

• Information regarding downtime
notifications
• Minor edits

1.7 24 February 2022 Final Updates:

• U.S. Drug Supply Chain Security
Service name and addition of
Transaction Information (TI)
• Web Apps added or renamed
• Minor edits

PUBLIC Overview
2 © 2022 SAP SE or an SAP affiliate company. All rights reserved. Document History
Contents

1 About this Document .................................................................................................................... 5

1.1 Purpose and Scope................................................................................................................................ 5
1.2 Target Audience ..................................................................................................................................... 5

2 Introduction ................................................................................................................................... 6
2.1 Supported Supply Chain Partners ....................................................................................................... 6
2.2 Service Options ...................................................................................................................................... 6
2.3 Release Strategy .................................................................................................................................... 7

3 Supply Chain Partner Collaboration ........................................................................................... 8

4 Regulatory Reporting .................................................................................................................... 9

4.1 Regulatory Reporting to the EU Hub .................................................................................................... 9
4.2 Regulatory Reporting for Bahrain ...................................................................................................... 10
4.3 Regulatory Reporting for Brazil ........................................................................................................... 11
4.4 Regulatory Reporting for Indonesia ................................................................................................... 12
4.5 Regulatory Reporting for Russia ........................................................................................................ 13
4.5.1 OMS Service ........................................................................................................................ 13
4.5.2 MDLP Regulatory Reporting............................................................................................... 14
4.6 Regulatory Reporting for Saudi Food & Drug Authority (SFDA) ..................................................... 15

5 Partner Collaboration for Regulatory Reporting .................................................................... 16

5.1 Overview ............................................................................................................................................... 16
5.2 Key Features and Benefits .................................................................................................................. 16
5.3 Regulatory Collaboration for Brazil .................................................................................................... 17

6 U.S. Drug Supply Chain Security Service ................................................................................. 18

6.1 Saleable Returns Verification (VRS) .................................................................................................. 18
6.2 Supply Chain Notification - Transaction Information Exchange ..................................................... 19

7 Onboarding Options ................................................................................................................... 20

7.1 Onboarding and Offboarding of Partners ......................................................................................... 20

8 Support ......................................................................................................................................... 21
8.1 Global Support and Maintenance Mode ............................................................................................ 21
8.1.1 Monitoring ............................................................................................................................ 21
8.2 Support Process ..................................................................................................................................22
8.2.1 Project Mode........................................................................................................................22
8.2.2 Production Live Mode .........................................................................................................23
8.3 Customer Contact ...............................................................................................................................23
8.3.1 Onboarding Phase ...............................................................................................................23
8.3.2 Production Live Phase ........................................................................................................23
8.4 Downtime Notifications .......................................................................................................................24
8.5 SAP ONE Support Launchpad ............................................................................................................24

Overview PUBLIC
Contents © 2022 SAP SE or an SAP affiliate company. All rights reserved. 3
8.6 Incident Handling Process .................................................................................................................. 25
8.7 Support FAQs....................................................................................................................................... 26

9 Important Disclaimers and Legal Information ........................................................................ 27

9.1 Coding Samples ................................................................................................................................... 27
9.2 Accessibility ......................................................................................................................................... 27
9.3 Gender-Neutral Language .................................................................................................................. 27
9.4 Internet Hyperlinks .............................................................................................................................. 27

Legal Disclaimer

The information in this document is confidential and proprietary to SAP and may not be disclosed without the
permission of SAP.

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4 © 2022 SAP SE or an SAP affiliate company. All rights reserved. Contents
1 About this Document

1.1 Purpose and Scope

This document provides an overview of the SAP Information Collaboration Hub for Life Sciences including the
various options and services available.

1.2 Target Audience

This document is for all stakeholders including:

• Managers
• Integration engineers
• Implementation engineers and partners

Related Information

• SAP Information Collaboration Hub for Life Sciences Help Page

• SAP Advanced Track and Trace for Pharmaceuticals Help Page

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About this Document © 2022 SAP SE or an SAP affiliate company. All rights reserved. 5
2 Introduction

The SAP Information Collaboration Hub for Life Sciences is an on-demand solution that connects pharmaceutical
organizations and their supply chain partners on a secure network that is owned and managed by SAP. Connected
partners can exchange serialization and related messages across a secure and reliable network.
The Hub supports various integration capabilities such as content-based routing and mapping, as well as a
number of connectivity options, providing standardized integration between partners.

2.1 Supported Supply Chain Partners

The SAP Information Collaboration Hub for Life Sciences allows for the interconnection of pharmaceutical supply
chain partners, including:
• Marketing Authorization Holder (MAH)
• Wholesaler
• Contract manufacturing organization (CMO)
• Third-Party Logistics service provider (3PL)
• Dispenser
• Regulatory Body

2.2 Service Options

Access to the SAP Information Collaboration Hub for Life Sciences is through a subscription. The following
subscription options are available:
• Supply Chain Partner Collaboration with partners such as MAHs, CMOs, 3PLs, Wholesalers, and so on
• Regulatory Reporting
• Regulatory Collaboration
• U.S. Drug Supply Chain Security for Sales Return Verification and regulatory collaboration (DSCSA)
The following figure shows the various scenarios.

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6 © 2022 SAP SE or an SAP affiliate company. All rights reserved. Introduction
 1

Serial Number Request and

Supply Chain Response 4

Partner Commissioned IDs &

Aggregations
2 Regulatory Reporting
Pharma Messages
Market Authorization Authorities
Holder
5

3PLs Serialization Data in

3B
Regulatory Context
Wholesalers and defined format
Regulatory Reporting
Dispensers 3A Messages

Commissioned IDs &

Aggregation according to DSCSA Verification request &
response for saleable returns

SAP Information Collaboration

Hub for Life Sciences

Hospitals &
SAP Advanced Track and Trace for Pharmacies
Pharmaceuticals Wholesaler

1 and 2 U.S. Supply Chain to U.S. Supply Chain International Regulatory

Supply Chain Partner 3A Wholesalers
3B t to PoD 4
Reporting
5 Regulatory Collaboration

2.3 Release Strategy

The SAP Information Collaboration Hub for Life Sciences release strategy includes four quarterly shipments.
There is a deployment to a Staging environment followed two weeks later by a deployment to Production.
Customers have access to the Staging environment to test a new release prior to deployment to Production.

SAP gives advance notice of dates and service updates for each deployment.

The sections which follow outline the service, onboarding and support options.

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Introduction © 2022 SAP SE or an SAP affiliate company. All rights reserved. 7
3 Supply Chain Partner Collaboration

The option for Supply Chain Partner Collaboration supports the following:
• CMOs can request serial numbers from a Marketing Authorization Holder (MAH). The MAH responds to the
request by providing serial numbers to the requester.
• CMOs and 3PLs can send a Serialization Event Message (SEM) to an MAH.
• MAHs can send a Serialization Event Message (SEM) to 3PLs and wholesale distribution customers.

More Information

SAP Information Collaboration Hub for Life Sciences Help Page

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8 © 2022 SAP SE or an SAP affiliate company. All rights reserved. Supply Chain Partner Collaboration
4 Regulatory Reporting

The SAP Information Collaboration Hub for Life Sciences service for Regulatory Reporting requirements offers:
• Reporting to Regulatory Reporting systems around the world
• Collaborate with business partners to share and report regulatory information

This section outlines options for regulatory reporting to authorities in various regions. For information on
Regulatory Collaboration, see section 5.

The regulatory reporting option offers reporting to the following:

• EU Hub (EMVO)
• Bahrain
• Brazil
• Indonesia
• Russian OMS and MDLP
• Saudi Arabia

4.1 Regulatory Reporting to the EU Hub

The regulatory reporting option supports the following processes connecting to the European Hub (EU Hub) for
compliance to the Falsified Medicines Directive (FMD):
• Submission to EU Hub of Product Master Data and Product Pack Data
• Execution of Product Pack Verification, Batch Recall and Product Pack State Update
• Web App for Report Service and Alerting

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Regulatory Reporting © 2022 SAP SE or an SAP affiliate company. All rights reserved. 9
 Customer

SAP Backend and ATTP

Portal Web App

Reports

EU Hub
Customer
Non SAP Backend

Portal Web App

Reports

The SAP Information Collaboration Hub for Life Sciences can route messages to the EU-Hub received from
various backend systems including:
• Encryption and signing of messages
• Token handling
• Error handling
• Routing responses from EU-Hub back to the message sender

4.2 Regulatory Reporting for Bahrain

A Regulatory Reporting Option for Bahrain is available to customers under specific license. The service is based
on the Generic Reporting Framework introduced with SAP ATTP 3.0 for customers who wish to connect:
• An SAP Advanced Track and Trace for Pharmaceuticals backend system with the minimum release version
3.0
•
The SAP Information Collaboration Hub for Life Sciences transforms Generic Reporting Notifications which are
sent according to the configuration guide including the following features:

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10 © 2022 SAP SE or an SAP affiliate company. All rights reserved. Regulatory Reporting
 SAP ATTP
backend
system, Generic Reporting EPCIS 1.2 according to Technical
Version 3.0 or according to specification Onboarding Guide
higher Manufacturer

Sends Generic Reporting Information Collaboration Hub NHRA-MVC

For Life Sciences Traceability
notification according to
Hub
specification

• Secure Connection to NHRA-MVC Traceability Hub

• Final message payload sent to NHRA-MVC is made available in SAP ATTP using the Generic Reporting
Response Channel
• Flexibility in terms of triggering EPCIS messages
• Handling of NHRA-MVC-specific message requirements
• Option to use a constant value for Business Location GLNs, defined in the Onboarding Process
• Error handling and monitoring on technical message level

4.3 Regulatory Reporting for Brazil

A Regulatory Reporting Option for Brazil is available to customers under specific license. The service is based on
the Generic Reporting Framework introduced with SAP ATTP 3.0 for customers who wish to connect:
• An SAP Advanced Track and Trace for Pharmaceuticals backend system with the minimum release version
3.0

SAP ATTP
backend Generic Reporting
system, Version according to specification Custom XML-based format defined in
3.0 or higher SNCM Interface Manual
Manufacturer

Information Collaboration Hub

Sends Generic Reporting SNCM
For Life Sciences Reporting
notification according to
System
specification

The SAP Information Collaboration Hub for Life Sciences transforms Generic Reporting Notifications which are
sent according to the configuration guide including the following features:

• Secure Connection to SNCM

• Signing of messages using customer-specific NFe certificates
• Final message payload sent to SNCM is made available in SAP ATTP using the Generic Reporting Response
Channel
• Flexibility in terms of triggering EPCIS messages
• Handling of SNCM-specific message requirements

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Regulatory Reporting © 2022 SAP SE or an SAP affiliate company. All rights reserved. 11
• Error handling and monitoring on technical message level

4.4 Regulatory Reporting for Indonesia

A Regulatory Reporting Option for Indonesia is available to customers under specific license. The service is based
on the Generic Reporting Framework introduced with SAP ATTP 3.0 for customers who wish to connect:
• An SAP Advanced Track and Trace for Pharmaceuticals backend system with minimum release version 3.0

SAP ATTP
backend
Generic Reporting
system, Version Custom JSON-based format
according to specification
3.0 or higher defined in BPOM API V 3.0
Manufacturer

Information Collaboration Hub

Sends Generic Reporting TTAC
For Life Sciences Reporting
notification according to
System
specification

The SAP Information Collaboration Hub for Life Sciences transforms Generic Reporting Notifications which are
sent according to the configuration guide including the following features:

• Secure Connection to BPOM TTAC Reporting System

• Final message payload sent to TTAC System is made available in SAP ATTP using the Generic Reporting
Response Channel
• Flexibility in terms of triggering EPCIS messages
• Handling of TTAC.specific message requirements
• Error handling and monitoring on technical message level

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12 © 2022 SAP SE or an SAP affiliate company. All rights reserved. Regulatory Reporting
4.5 Regulatory Reporting for Russia

4.5.1 OMS Service

The RU-OMS Regulatory Reporting service of the SAP Information Collaboration Hub for Life Sciences is available
to customers who wish to connect:
• An SAP backend system such as SAP Advanced Track and Trace for Pharmaceuticals
• A non-SAP backend system

The following figure summarizes connection possibilities:

Cus tomer

SAP Backend and ATTP

Reports

OMS
Cus tomer

Non SAP Backend

Reports

The SAP Information Collaboration Hub for Life Sciences routes messages to Russian OMS devices hosted by
CRPT.

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Regulatory Reporting © 2022 SAP SE or an SAP affiliate company. All rights reserved. 13
4.5.2 MDLP Regulatory Reporting

The MDLP Regulatory Reporting service of the SAP Information Collaboration Hub for Life Sciences is available to
customers who wish to connect:
• An SAP backend system such as SAP Advanced Track and Trace for Pharmaceuticals
• A non-SAP backend system

The following figure summarizes connection possibilities:

Customer

SAP Backend and ATTP

Reports MDLP

Customer

Non SAP Backend

Reports

The SAP Information Collaboration Hub for Life Sciences routes reporting messages to MDLP including the
following features:

• Connection to secure HTTPS endpoints for production and test environments

• Connection to non-secure HTTP endpoints if provided, only in sandbox environments
• Error handling and monitoring on technical message level

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14 © 2022 SAP SE or an SAP affiliate company. All rights reserved. Regulatory Reporting
4.6 Regulatory Reporting for Saudi Food & Drug Authority
(SFDA)

The service is available to customers to connect:

• An SAP backend system such as SAP Advanced Track and Trace for Pharmaceuticals
• A non-SAP backend system
The following graphic summarizes connection possibilities.

Customer

SAP Backend and ATTP

Portal Web App

Reports

DTTS
Customer
Non SAP Backend

Portal Web App

Reports

The SAP Information Collaboration Hub for Life Sciences routes messages to the DTTS from SFDA received from
various backend systems and includes the following features:
• Mapping to the requested message format
• Error handling
• Show overview of responses from SFDA DTTS

More Information

SAP Information Collaboration Hub for Life Sciences Help Page

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Regulatory Reporting © 2022 SAP SE or an SAP affiliate company. All rights reserved. 15
5 Partner Collaboration for Regulatory
Reporting

The SAP Information Collaboration Hub for Life Sciences service for Regulatory Reporting requirements offers:
• Reporting to Regulatory Reporting systems around the world
• Collaboration with business partners to share and report regulatory information

This section outlines options for Regulatory Collaboration. For information on Reporting to Regulatory Authorities,
see section 4.

5.1 Overview

The Regulatory Collaboration service is based on the generic reporting framework for SAP Advanced Track and
Trace for Pharmaceuticals.

SAP ATTP
backend Generic Reporting
system, Version according to specification
3.0 or higher
Manufacturer Regulatory
Reporting
System
Information Collaboration Hub
Sends Generic Reporting Defined local
For Life Sciences
notification according to notification format
specification

3PLs
Wholesalers
Dispensers

The service is scalable to high volumes of business partner connections for each customer due to automation and
a self-onboarding approach.

5.2 Key Features and Benefits

The service includes the following:

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16 © 2022 SAP SE or an SAP affiliate company. All rights reserved. Partner Collaboration for Regulatory Reporting
• Allows pharmaceutical manufacturers to report serialization data to business partners, so that the business
partners can report to the regulatory body
• Converts generic reporting messages from SAP Advanced Track and Trace for Pharmaceuticals (ATTP) into
the defined local notification format
• Enables self-onboarding and automated technical certification of business partners to minimize onboarding
efforts
• Allows business partners to manage own company data and users
• Supports Web App and B2B data exchange with connected business partners
• Supports simplified connectivity to business partners who use third-party solution providers
• Supports technical and functional response handling using the ATTP generic reporting framework

5.3 Regulatory Collaboration for Brazil

The service is available in Brazil as shown in the following graphic.

SAP ATTP
backend Generic Reporting
system, Version according to specification
3.0 or higher
Manufacturer

Custom XML-based format

Sends Generic Reporting Information Collaboration Hub defined in SNCM Interface Manual
notification according to For Life Sciences including Horizontal Reporting Envelope

specification
3PLs
Wholesalers
Dispensers

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Partner Collaboration for Regulatory Reporting © 2022 SAP SE or an SAP affiliate company. All rights reserved. 17
6 U.S. Drug Supply Chain Security Service

SAP offers a dedicated service to support the requirements for the U.S. market according to the U.S. Drug Supply
Chain Security Act (DSCSA). The service supports verification of saleable returns as well as supply chain
notification, also known as Transaction Information and Transaction Statement Exchange (TI/TS Exchange).

6.1 Saleable Returns Verification (VRS)

Saleable returns verification can be made against an SAP blockchain or a customer's backend such as SAP ATTP.
The verification router service (VRS) offers the following:
• MAHs can connect their own EPCIS repository to the service or send product pack data to a blockchain
repository.
• Manufacturers can define the endpoint for verification based on GTIN in a Lookup Directory.
• Wholesale Distributors can verify returns. The verification request is routed based on the content of the
Lookup Directory
• Web App to review blockchain content, write logs and view verification logs
• Web App to configure verification responses
• Web app to configure alert options and manage alerts

Wholesaler

Third-party VRS Lookup

Directory
Connects EPCIS Repository
Manufacturer
or
Writes product pack data to
blockchain and maintains LD
Lookup Directory MediLedger
LD

EPCIS To
Blockchain VR
Repository

Manufacturer VRR
Wholesaler
Verification Inf ormation Collaboration Hub
against own For Lif e Sciences
EPCIS
Repository
Sends Verification Requests
BC-based and receives Verification
Repository
Request Response
Customer
EPCIS to Blockchain
EPCIS
Node
VR Verification Request

VRR Verification Request Response

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6.2 Supply Chain Notification - Transaction Information
Exchange

The service allows MAHs to send product pack data to their wholesale distribution customers to fulfill the
requirements for exchange of transaction information (TI) and transaction statement (TS) according to DSCA
requirements. MAHs can exchange TI/TS messages B2B with U.S. Wholesalers using GS1 EPCIS 1.2 U.S.
Healthcare Implementation Guideline as a standard (EPCIS 1.2 USHC). TI/TS Messages must be sent for every
shipment and require full serialization aggregation.
• Manufacturers can push traceability data to their wholesale distribution business partners. SAP onboards a
manufacturer's wholesale distribution business partners.
• Wholesale Distributor and Dispensers can receive traceability data from their suppliers. SAP onboards the
wholesale distributor's or dispenser's suppliers.

ATTP Repository

Manufacturer

Information Collaboration Hub

Writes product pack data to Wholesaler
For Life Sciences and
blockchain and notifies
Dispenser
Wholesaler

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U.S. Drug Supply Chain Security Service © 2022 SAP SE or an SAP affiliate company. All rights reserved. 19
7 Onboarding Options

There are different options to onboard to the SAP Information Collaboration Hub for Life Sciences.
Connected partners can exchange messages through:
• B2B connection
• Third-party solution provider connection
• Web App

7.1 Onboarding and Offboarding of Partners

This section describes SAP’s fair usage policy with regards to offboarding and onboarding partners.

SAP is aware that customers sometimes work with partners intermittently or on a seasonal basis. For this reason,
it may be appropriate to offboard a partner and onboard another partner.

SAP operates a fair usage policy of 10% per year when it comes to offboarding and onboarding partners. For
example, if a customer has subscribed to thirty connections, that customer can offboard and onboard three
partners during the course of one year.
If you need to exceed the 10% fair usage, please contact SAP.

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8 Support

This section outlines Support provided by SAP including:

• Global Support and Maintenance Mode
• Support process during and after project mode
• Customer Contacts at SAP
• SAP Support Portal
• SAP ONE Support Launchpad
• Incident Handling Process
• Downtime Notifications
• Support FAQs

8.1 Global Support and Maintenance Mode

Support for the SAP Information Collaboration Hub for Life Sciences is provided by SAP teams in complimentary
times zones, who are available 24x7 for Very High and High priority incidents.

8.1.1 Monitoring

At frequent intervals, message failures are collected and include the following information:

• Status of the message

• Message ID
• Date and time
• Correlation ID which is unique for entire message exchange
• Message Sender
• Message Receiver
• Message Type such as SNR, SNRR, EPCIS, and so on

The SAP team can:

• Report failures to customers through Support Launchpad ticket if required. See section 8.4.
• Assign incident ticket to relevant SAP team, when needed
• Send outage communication to customers and partners if there is service disruption
• Perform Root Cause Analysis where appropriate

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Support © 2022 SAP SE or an SAP affiliate company. All rights reserved. 21
8.2 Support Process

The Support process covers:

• Project Mode
• Production Live Mode

8.2.1 Project Mode

While in project mode:

• Engaged team on the customer side is generally the project team.
• Interface on the SAP side is SAP Onboarding Team and Customer Success Manager (CSM).
• Incident processors in general are SAP Onboarding Team.
• There is regular engagement between CSM and customer.

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8.2.2 Production Live Mode

While in production live mode:

• Primary method of communication with SAP is by reporting incidents through the SAP Support Portal
• Interface at SAP is Detect and Resolve teams.
• Incident processing is handled across all Support tiers.
• Engagement between CSM and customer is static and regular. CSM organizes cadence calls with customer as
required.

8.3 Customer Contact

The Customer Success Manager (CSM) is the primary contact person during the onboarding and production
phases.

8.3.1 Onboarding Phase

During the onboarding phase, CSM responsibilities include:

• Point of escalation for issues related to onboarding
• Monitoring Onboarding requests
• Driving within SAP teams the next steps for onboarding requests
• Setting up meetings with customer to provide progress updates for onboarding requests or open topics
related to onboarding

8.3.2 Production Live Phase

During Production Live phase, CSM responsibilities include:

• Point of escalation for incidents, additional follow-up and support-related customer communications
• Monitoring incident processing until closure
• Setting up meetings with customer to align incident processing or related open topics

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Support © 2022 SAP SE or an SAP affiliate company. All rights reserved. 23
8.4 Downtime Notifications

The SAP team sends regular notifications to customers and partners to inform of:
• Planned maintenance and unexpected outages to SAP Information Collaboration Hub for Life Sciences and
relevant platform components
• Outages of regulatory reporting systems
Customers and partners can sign up directly with Regulatory Organizations to receive notifications for planned
downtime of regulatory reporting systems.

8.5 SAP ONE Support Launchpad

The SAP ONE Support Launchpad is a one-stop for all support and service related needs, to access software,
request license keys, get technical support and find documentation.
Access to the SAP ONE Support Launchpad is through the SAP Support Portal.

There are SAP Notes, Knowledge Based Articles (KBA) and SAP Community tips to help solve issues. If these do
not provide the necessary information, there is the option to Report an Incident.
The SAP ONE Support Launchpad allows customers to report and track incident reports.

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24 © 2022 SAP SE or an SAP affiliate company. All rights reserved. Support
A First Level Support hotline is available for help reporting an incident.
The Support component for SAP Information Collaboration Hub for Life Sciences is LOD-PHN-SUP.

8.6 Incident Handling Process

The incident handling process is outlined in the following graphic.

SAP
Customer CSM SAP Support Onboarding QA Development
Team (OBT)
Reacts on
Reacts on
Report Incoming
Incoming
Incident Incident
Incident
Point of Contact
Facilitate
Communication Incident Analysis
Implement in Provide
Between QA Test
Staging Solution
Customer &
Support
Can
Issue
Yes be
Solved? OBT Contact
Customer to
Confirm Fix
No
Confirm Fix
Internal Ticket
Created
Move to
Close Incident
Production

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Support © 2022 SAP SE or an SAP affiliate company. All rights reserved. 25
8.7 Support FAQs

This section includes some Frequently Asked Questions and answers.

Q: What is an incident?
A: An Incident is a software issue in the application, a platform problem or any other service disruption with
respect to SAP Information collaboration Hub for Life Science.

Q: What do I need to report an incident?

A: An SAP S-User ID is required to report incidents in the SAP Support Launchpad. Permission to use the
SAP Launchpad is granted by a customer’s SAP key users and administrators.

Q: What language can I use to report an incident?

A: English.

Q: What if the issue is not in the application, but in the platform or related to a service?
A: You can report an incident using the same component LOD-PHN-SUP. The support team will assess if
the issue is in the application or the platform. If it is in the platform, the incident will be routed to the
standard component according to the issue category.

Q: Who is my main contact person in SAP?

A: As part of the support experience, a Customer Success Manager (CSM) is assigned to your account.
This person will act as your SAP point of contact.
Q: Who do I need to contact if my CSM is not available?
A: In addition to your CSM, in case of any incident (application, service, platform) you should always report
an incident via the tools, the support resources are on duty 24/7 and they will pull in the necessary experts.

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9 Important Disclaimers and Legal
Information

9.1 Coding Samples

Any software coding and/or code lines/strings ("Code") included in this documentation are only examples and
are not intended to be used in a productive system environment. The Code is only intended to better explain and
visualize the syntax and phrasing rules of certain coding. SAP does not warrant the correctness and completeness
of the Code given herein, and SAP shall not be liable for errors or damages caused by the usage of the Code,
unless damages were caused by SAP intentionally or by SAP's gross negligence.

9.2 Accessibility

The information contained in the SAP documentation represents SAP's current view of accessibility criteria as of
the date of publication; it is in no way intended to be a binding guideline on how to ensure accessibility of software
products. SAP in particular disclaims any liability in relation to this document. This disclaimer, however, does not
apply in cases of willful misconduct or gross negligence of SAP. Furthermore, this document does not result in any
direct or indirect contractual obligations of SAP.

9.3 Gender-Neutral Language

As far as possible, SAP documentation is gender neutral. Depending on the context, the reader is addressed
directly with "you", or a gender-neutral noun (such as "sales person" or "working days") is used. If when referring
to members of both sexes, however, the third-person singular cannot be avoided or a gender-neutral noun does
not exist, SAP reserves the right to use the masculine form of the noun and pronoun. This is to ensure that the
documentation remains comprehensible.

9.4 Internet Hyperlinks

The SAP documentation may contain hyperlinks to the Internet. These hyperlinks are intended to serve as a hint
about where to find related information. SAP does not warrant the availability and correctness of this related
information or the ability of this information to serve a particular purpose. SAP shall not be liable for any damages
caused by the use of related information unless damages have been caused by SAP's gross negligence or willful
misconduct. All links are categorized for transparency (see: http://help.sap.com/disclaimer).

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Important Disclaimers and Legal Information © 2022 SAP SE or an SAP affiliate company. All rights reserved. 27
www.sap.com/contactsap

© 2022 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any
form or for any purpose without the express permission of SAP SE
or an SAP affiliate company.
SAP and other SAP products and services mentioned herein as well
as their respective logos are trademarks or registered trademarks of
SAP SE (or an SAP affiliate company) in Germany and other
countries. All other product and service names mentioned are the
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