FAQ - BI Accelerator - Maintenance and Support
- Who maintains hardware, software, and OS maintenance for the SAP NetWeaver BI Accelerator?
- Does SAP provide a guideline for the maintenance of the SAP NetWeaver BI Accelerator?
- Are there dependencies between a BI support patch and a BIA revision?
- If a problem with my BI Accelerator installation requires developers to access the box, how can I best cooperate with SAP to solve it?
Who maintains hardware, software, and OS maintenance for the SAP NetWeaver BI Accelerator?
Maintenance is organized in the same manner as other SAP products. Software issues are handled by SAP, and the link to hardware partners is via Linux Lab. Hardware partners offer the SAP NetWeaver BI Accelerator hardware as a packaged appliance complete with a persistence layer on hard disks. The customer normally makes an agreement for both hardware procurement and hardware and software maintenance with the hardware partner. The customer is responsible for applying patches and SPs or for contracting this work to third parties.
Does SAP provide a guideline for the maintenance of the SAP NetWeaver BI Accelerator?
You can find the TOM (Technical Operations Manual) in SDN or in SAP note 1056662.
Are there dependencies between a BI support patch and a BIA revision?
Yes, every BI support package requires a minimum BIA revision and this is checked within the BI. As a consequence, we recommend applying the latest BIA revision after applying a BI support package.
The SAPBINews note will provide you with further information on the interdepenceny between BI support package and BIA revision.
If a problem with my BI Accelerator installation requires developers to access the box, how can I best cooperate with SAP to solve it?
The SAP NetWeaver BI Accelerator development team is committed to offering all necessary support to new BI Accelerator customers. For this purpose, if SAP help is desired, the SAP team needs to be assigned a user with password for remote access to the accelerator hardware.
Customers are requested to set up a Windows Terminal Server (WTS) connection to a host in the company intranet from which the Accelerator blades can be reached and on which PuTTY is installed. PuTTY is a freeware tool for building secure Telnet connections to hardware such as BI Accelerator blades using SSH. Ideally, the WTS machine should also have Virtual Network Computing (VNC) or at least a Java Runtime Environment (JRE) installed, so that the SAP team can work using the TREX administration tool, which is automatically installed with the BI Accelerator.
The SAP team observes all reasonable security precautions for the assigned user and respects the privacy of company data. For security reasons, the team strongly recommends use of WTS with PuTTY rather than only Telnet; for ease of working, the team appreciates provision of access through VNC.