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
Systems
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).
Purchased Licenses:

In this view you will see the list of User Types which are available for the C4C and Number of Licenses which you have purchased for the List of User Types. Please refer the below screenshot for your reference:
Counted User Overview:

This view will give you the insight of how many licenses are consumed for your production tenant and their details. If any over usage it will display the total number of licenses are consumed along with the respective traffic signals.

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.

This view gives you an overview of maintenance activities performed for Productive and Non Productive systems.
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.
System Availability:

In the Service Control Center work center, the System Availability view shows the average availability of your productive system and also gives details on any downtimes.You can view the data in chart or table format. To switch formats, simply click on the table or chart icon in the top left corner of the embedded report.
Systems:

This view gives you an overview of your productive and test systems and their current status. You can sort system information, view system details, and manage your systems. Note that several functions are only available when you are logged on to your 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.
Service Requests:
- 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.
Contact Details:

In the Service Control Center work center, the Contact Details view gives you an overview of the information maintained for your contacts. Here you can Edit, Create new contacts, Remove created contacts and View company details(which is not editable).

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

Open the CSNS tool here.

•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.
Order Details:

Here is the list of orders you have purchased. Under each order, you can see the list of eligible systems assigned.

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.
1. Provided status means the customer has already triggered the request for that system and has already been provided.
2. Open status means the customer is eligible to request a system from another system that belongs to same VB order and Entitlement set.