All About Service Control Center in Cloud for Customer(C4C)
The Service Control Center enables you to monitor your SAP Store orders, system availability and system maintenance schedule, your user subscriptions, maintain your contact details and so on.
In this work center we have the following views:
- SAP Store Orders
- Purchased Licenses
- Counted User Overview
- Maintenance Schedule List
- System Availability
- Service Requests
- Contact Details
- Order Details
SAP Store Orders:
The SAP Store Orders view gives you an overview of the SAP Store solutions to which you are subscribed. You can access this view from Service Control Center work center.
The SAP Store Orders view gives you details such as, what solutions have been requested from the SAP Store, by whom they have been requested, and the status of these orders. It also tells you whether these solutions are installed or uninstalled.
You can also Request Cancellation of Order from this view & also Change your order from here (Changing order needs you to be an Authorized SAP Store buyer).
Counted User Overview:
Active Business Users from the production system will only consume the License Type in the C4C and will be considered for the Billing Cycle.
Counted User Overview is customer reference to know the overview of License Type assignments and the Active Users in the production system if any licenses/user subscriptions are assigned.
Adding User Subscription for a user will reflect these details in the Counted User Overview in the Service Control Center work center in which you will be able to see the License Types, Traffic Signals, about the License Type Usages and Users assigned to a License Types.
Maintenance Schedule List:
Maintenance Schedule List view is a part of Service Control Center work center.
There are four different types of maintenance activities:
- Maintenance: A regular period of maintenance, as agreed in your contract.
- Upgrade: A period of downtime that is required when installing a newer version of your SAP solution.
- Emergency: A non-schedule period of maintenance that is required due to issues with the system.
- Service Operations: A downtime scheduled due to additional service requests, such as copying a system, or a request for a test system.
To see more information about a maintenance schedule item, simply highlight one of the items in the list. The details are automatically displayed at the bottom of the content area.
We can also restrict the information which is shown by choosing Productive, Non-Productive, or All Systems, entering dates in the Date From/To fields and then clicking Go.
The default selection is usually for the current month and productive systems.
In this view you can request tenant related operations like, Request New test/production tenant, Terminate Test tenant, Copy Solution Profile, Restore Point creation/termination/restore requests & Refresh request. Further you can refer the links provided at the below.
- This view displays an overview of the service requests for your systems. You can use this to check when you can expect a new system, restore point, tenant refresh or copy of your solution profile to be delivered.
- Note: If a service request encounters an error, SAP will resolve this automatically. You do not need to open an incident here.
In the above screenshot you will see, Request ID, Request Type, Created On, Scheduled On, Status, Process ID(PID) along with the Requestor Details as highlighted in the screenshot.
There are three contact types:
•IT Contact: A contact person in your organization who gives you system information and to whom you report downtimes.
Note: You maintain the notification subscriptions of IT contact persons in the Cloud System Notification Subscriptions Tool (CSNS).
Without a notification subscription in the CSNS, the IT contact person will not receive any notification.
For more information about the CSNS tool, open the Support Portal
•SAP Store Buyer: A contact person in your organization who is authorized to procure solutions on your behalf in the SAP Store.
During initial implementation, you can assign service agents as contacts of the type SAP Store Buyer to allow them to purchase partner solutions. Once employees are available, we strongly recommend that you change the contact assignment to an employee assignment. After go-live, we recommend that you only assign employees as SAP Store buyers.
•Commercial Contact: A contact person in your organization who is authorized to order services from SAP Cloud for Customer, such as purchasing additional licenses.
You can view this details by accessing to the Service Control Work Center.
Note: There must always be at least one commercial contact , one IT contact and one SAP Store Buyer assigned in the Contact Details view.
For every new order placed, a C4C customer is entitled to a test system and a productive system. Initially one test system is provided and self-service is provided to customer for requesting/triggering other systems as required.
In case you find any discrepancies(like multiple productive systems in single VB order/ES) from ideal situation in your orders, please refer this guide and contact your Account Executive/Customer Success Manager/Customer Engagement Executive.
VB Order: For each contract that the customer signs, one VB order is created, based on their internal organization requirements.
Entitlement Set(ES): Entitlement Set groups the customer systems to individual VB order.
ES will display the eligibility and existing/used status of systems in that particular VB order.
Entitlement Status: Entitlement Status shows customers’ eligibility for systems.
- Provided status means the customer has already triggered the request for that system and has already been provided.
- Open status means the customer is eligible to request a system from another system that belongs to same VB order and Entitlement set.
Further you can refer the Below Links:
SAP Cloud for Customer Support Guide for Key Users and End Users
Cloud System Notification Subscriptions
Tenant Creation Scenarios – ByD/C4C.
All About Restore Point – Byd/C4C.
Tenant Refresh for SAP Cloud For Customer,SAP Cloud for Sales & SAP Cloud for Service.
All About Maintenance Schedule in SAP Cloud for Customer(C4C).
2497836 – Remove IT contact from Service Control Center
2101230 – How To Create a Commercial Contact , IT Contact or SAP Store Buyer contact
2502589 – Modify IT Contact Information in C4C
Hi Ankitkumar kaneri, Really valuable information. Thank you so much.
HI Ankit, Great article. Useful info in 1 pager.
Quick Suggestion. In Contact details, We can provide KBA links for add, modify and delete contacts.
Thank you for your suggestion, details are updated I think now it has all the details in it.
Great share .