The Service Line Concept

Author Matthias Feßenbecker, VP Development

Date 2015-04-24 Version 6.3.9

Table of Content
HISTORY OF CHANGES ................................................................................................................ 1
SERVICE LINE CONCEPT ............................................................................................................. 2
1.1 BACKGROUND ........................................................................................................................2
1.2 SERVICE LINE CHARACTERISTICS ............................................................................................2
1.3 FUNCTIONAL PRINCIPLES OF A PATCH .....................................................................................3
1.4 APPLICABLE PRODUCTS FOR THIS REGULATION .......................................................................3
1.5 VALIDITY PERIOD OF SERVICE LINES .......................................................................................3
1.6 SERVICE LINE CHANGES .........................................................................................................3
1.7 WHAT HAPPENS IF THE CUSTOMER DOES NOT SWITCH FROM A DISCONTINUED TO A
CONTINUOUS SERVICE LINE? .................................................................................................5
1.8 SERVICE LINE INFORMATION SOURCES ....................................................................................5
1.9 SPECIAL COMMENTS ON PARTICULAR SEEBURGER PRODUCTS ..............................................5
1.9.1 SEEBURGER Standard Solution ...................................................................................5
1.9.2 SEEBURGER Adapter for SAP XI/PI .............................................................................6
1.9.3 SEEBURGER Solution Extensions for SAP ERP ...........................................................6
1.9.4 SEEBURGER MANAGED FILE TRANSFER .................................................................6
1.9.5 SEEBURGER AS2:Connect (*:Connect) .......................................................................6
1.9.6 SEEBURGER BIS Secure Proxy ...................................................................................6
APPENDIX: PRODUCTS AND THEIR SERVICE LINES ............................................................................7
A. Business Integration Server / Suite (BIS) for Windows/Unix..............................................7
B. Business Integration Server (BIS/i5 bzw. BIS/400) for AS/400 (iSeries) ............................7
C. Paper-to-ERP Solution......................................................................................................7
D. SEEBURGER Solution Extensions for SAP ......................................................................8
E. SEEBURGER BIS FileExchange and BIS Link .................................................................8
F. SEEBURGER Adapters for SAP PI*) ................................................................................9

History of changes
Date / Version Changed Change description
2014-05-14 Appendix Updated: Schedules of Adapters for SAP PI (App.E),
Version 6.3.7 new: Solution Ext. for SAP “smart-eInvoice” added
(Appendix D), new: Chapter 1.9.5 AS2:connect
2015-01-14 Chapter 1.9.6 Added new chapter regarding BIS Secure Proxy
Version 6.3.8 Chapter 1.9.5, App. Renaming of SEE FX => BIS FileExchange, SEE LINK >
Appendix BIS Link, Schedule for SEE Solution Extension for SAP
2015-04-24 Appendix All schedules updated.Product scope changed! Valid only
Version 6.3.9 for releases older than 6.5.2.

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Service Line Concept
This document describes the service line concept of SEEBURGER. This version replaces all
previous versions.

1.1 Background
The General Terms and Conditions for sales, delivery and software support and maintenance
regulates that the manufacturer only supports the newest version of the implemented software. Its
background is the manufacturer’s obligation to provide up-to-date software versions and bug fixes
(e.g. for legal reasons).
These requests result in a continuous development and continuous provision of new software
releases. In return, the customers are obliged to implement and apply the provided most current
version.
Reaction times and problem solution times in a support case directly depend on the up-to-dateness
of product versions.
In contrast, many users follow the approach “never change a running system“. Modifications of a
running installation always bear a certain risk and should only be made for absolutely necessary
reasons. Although this behavior is understandable, its consequences may be risky.
It effects that the software is applied for several years without any update. If then a critical
malfunction occurs, error analysis may last significantly longer, combined with a long system
downtime, since the related version know-how is no longer present.
Also the reaction times are correspondingly longer, if e.g. external requirements (legal regulations,
legal changes or new business processes initiated by the own or the partner’s company) have to
be fulfilled. This may include (step-by-step) updates to the current release version.

SEEBURGER’s service line concept tries to resolve this classical conflict of interest. Thus, the
customer is liberated from updates (that are needless from his point of view) and is assured to
have the required up-to-date versions – which is in turn a requirement for high-quality and cost-
effective support and maintenance.

1.2 Service Line Characteristics

In the service line concept, specific software releases are assigned “service line” state for a defined
period; i.e. for these releases, downloads of patches and service releases are provided over the
SEEBURGER support Knowledge Base. For every service line there are patches or service
releases available on the SEEBURGER Support Knowledge Base. The service releases include
bug fixes and enhancements due to legal and other requirements.
For SEEBURGER products, the duty to apply the most current software version always refers to
the service line that is applied by the customer. I.e. for achieving a promised support level, a
customer applying e.g. BIS 5.4 does not need to a have release 5.5 installed, but only the most
current patch of service line 5.4.
Within a service line, the implementation of patches or service releases allow installation with
minimum effort (refer to section 1.3), thus minimizing the efforts for continuous maintenance on the
customer’s side.
A service line cannot be continued “eternally”. If a new service a line is started, the eldest one is
omitted (refer to section 1.5).
If a service line is discontinued, SEEBURGER provides a migration option to a continuative service
line. Therefore, services lines provide up-to-dateness and updateability of the software with
minimum effort on the user’s side.

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1.3 Functional Principles of a Patch
A patch only replaces files but does not change the system configuration. No manual system
configuration changes should be required. If a problem occurs, the complete update process can
be easily rolled back.
Note that only patches should be installed which are released by the SEEBURGER QA department
and which are published in the SEEBURGER Knowledge Base 1
(https://servicedesk.seeburger.de), since only these are tested under highest standards for stability
and include the roll-back option.
If no adequate patch is available for a current software problem, a so-called hotfix is provided in
exceptional cases. Also this process is managed by the SEEBURGER QA department. This
enables that all such hotfixes are included in one of the next patches. A hotfix is always a
temporary solution for bridging the time until release of a new patch.
A Service Release is provided if modifications of the database structure are required or if new
functional modules e to be provided. A Service Release is provided on CD-ROM, but not over the
Internet.
For every patch or service release, a Release Note or Patch Note document is provided that
includes notes on resolved problems, on implemented modifications, on the installation procedure
and on know problems (that are not already fixed). You should read these notes before starting
the installation.

1.4 Applicable Products for this Regulation

The service line concept applies for the most SEEBURGER products, but particularly for the
SEEBURGER Business Integration Server (BIS) and related solutions, e.g. EPX or P2E.
Appendix A lists the products and service lines and their validity periods.

1.5 Validity Period of Service Lines

Normally the validity period of service lines for BIS and related solutions ranges between 12 and
36 months, depending on the product version’s lifecycle phase. The SEEBURGER Service Desk
(SSD) for the service line is extended for another 6 – 24 months. I.e. the customer company is able
to plan and budget a service line switch to a continuous version more than a year ahead. The
validity periods of the service line per product are listed in Appendix A.

1.6 Service Line Changes

A service line change represents a software update to a more current release version. If a support
contract is in place, no licensing costs apply.
SEEBURGER provides the updateability of an obsolete service line to a continuous service line.
The update paths are documented in the Release Notes and are tested and documented
continuously by the SEEBURGER quality assurance department.
Read the Release Notes carefully before updating. Please follow the described steps for the
execution of the update.
SEEBURGER solutions provide extensive customizing options (User exits, workflows / processes,
mappings, scripts). The expenditure for a service line change depends on the customizing grade of

1
Access to the SEEBURGER Support Knowledge Base (https://servicedesk.seeburger.de or
https://servicedesk.seeburger.com ) have all customers with a current support contract. The
access data receive customers mostly with the SEEBURGER Service Guideline after contract
conclusion. Send your questions to mailto:servicedesk@seeburger.de.

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the customer’s installation; therefore no fixed price is applicable. For a first orientation, the
following table illustrates some scenarios.

Customizing Grade Expenditure for Release Change

Standard SEEBURGER solution with
standard mappings.
E.g. Standard B2B Solution, Standard EPX
Solution, BIS:express, BIS:explore, BIS:EPX,
BIS5 with exclusive use of the delivered
standard EDI workflows combined with
SEEBURGER standard mappings (SeeXML
or so-called fix mappings).
Standard SEEBURGER solution (like above)
but with modified/own mappings and user
exits or more complexe Standard Solutions.
BIS solutions with modified/individual
mappings according to customer
requirements in the project by SEEBURGER
Consulting or workflows/processes created
by the customer’s employees;
Paper2ERP solutions within project-specific
“plausi” scripts.
Business-critical solutions that only allow
short downtimes with or without individual
modifications.
Low
since standard scenarios are tested in the QA.
Typical expenditure: 1-2 days are sufficient.
With a trained customer employee on site,
telephone support or remote support by
SEEBURGER Consulting or SEEBURGER
Customer Service & Support (with costs) is
optional.
Medium
The executability of the modified/own mappings
has to be tested with a set of test messages.
Typical expenditure: depending on the number of
mappings; 2-3 days are mostly sufficient.
With a trained, versed customer employee on site
is telephone support or remote support by
SEEBURGER Consulting or SEEBURGER
Customer Service & Support (with costs) optional.
Medium – High
The executability of the processes has to be tested
by suitable test scenarios.
Typical expenditure: 2-5 days is mostly enough,
depending on the number of mappings and
workflows maybe more.
With a trained, versed customer employee on site
is telephone support or remote support through
SEEBURGER Consulting or SEEBURGER
Customer Service & Support (with costs)
recommended.
High
Exact planning of the procedure, execution of the
update on a test system, then updating the
productive system.
Only individual cost calculation applicable.
Even with a trained and versed employee on site,
support by a SEEBURGER consultant also on site
is strongly recommended and often required.

Generally, SEEBURGER recommends a system review (by SEEBURGER Consulting) to estimate

the risks before performing the migration. Also for smaller migrations, the SEEBURGER Support
can be consulted. In this case, contact your sales representative.

Apart from replacements of software modules, updates may influence the contents and structures
of the system database. Although these changes are performed over scripts without user
interaction, update may take significant time if large-size databases are involved (particularly for
BIS 6 and Portal modules). This has to be regarded when planning the update process.

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Also changes of the content (mappings, workflows/processes, system configuration) may be
required to achieve identical system behavior before and after the update. Particularly this applies
for adjustments of “misbehavior”, if the customer used this behavior by as a “feature”.
Example: Due to a software bug of the converter module, a specific syntax rule was not applied in
version 5.4.1. Customer A notices this, and reports a bug, which is then fixed in version 5.4.2. For
customer B, the messages which do not meet the related syntax rule, do not represent errors, or
the misbehavior was fixed by a work-around. I.e. erroneous messages are processed in his
scenario without problems. After the update to version 5.4.2, this is no longer applicable, since the
error is then recognized by the system and therefore; thus conversion is terminated with an error
message. To achieve the same behavior as before the update, customer B has to modify the
affected mappings by insertion of the “modifyErrorLevel“ command. This will force the (normally
erroneous, but in this case desired) behavior.
SEEBURGER tries to keep these types of consequences to a minimum, but cannot exclude those
cases generally.

1.7 What Happens if the Customer Does Not Switch from a

Discontinued to a Continuous Service Line?
SEEBURGER provides the services and reaction times which are listed in the software
maintenance contract only for active and current service lines.

A user who does not want to switch has to expect longer reaction times and longer
troubleshooting times.

Since no patches are developed for discontinued service lines, the user has to work permanently
with work-arounds.
If in a support case the solution is found for an active service line, the expenditure for providing the
related solution (finding a work-around) is charged.
The expenditure increases for a later switch to a continuous service line, since no direct update of
the new service line might be possible, and an intermediate step (5.3  5.4  5.5) has to be
included.

1.8 Service Line Information Sources

The validity periods are shown in the Appendix, which is also published in the SEEBURGER
Knowledge Base. Therefore all customers with a support contract have access over the
Knowledge Base IDs mentioned above.
Besides, all SEEBURGER Support employees are instructed to inform all affected customers and
the related customer representatives in the SEEBURGER Sales department about installation
versions that are affected by discontinued service lines. Therefore, you and your representative
can decide the required procedure in time.

1.9 Special comments on particular SEEBURGER Products

1.9.1 SEEBURGER Standard Solution

Since 2010 SEEBURGER is offering “content”, that means pre-configured processes and
mappings implementing ready-to-run B2B and MFT scenarios.based on the BIS6 platform.

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This “content” is handled like software what means as „product-with-version“. It is maintained by
SEEBURGER and underlying the same rules of the Service Line Concept.

The content is shipped on the BIS6 CD/DVD set and following the BIS6 version scheme.

1.9.2 SEEBURGER Adapter for SAP XI/PI

Technically the SAP XI/PI Adapter offering of SEEBURGER is based on the BIS6 technology and
software. The versioning of the SEEBURGER Adapters and the definition of maintenance periods
are independent from other SEEBURGER products following SAP’s release and maintenance
plans for the underlying SAP XI/PI version.
SEEBURGER offers Software Update support for the period of regular maintenance by SAP.
During SAP’s extended maintenance SEEBURGR offers Hotline Support.
As for BIS service lines exist for SEEBURGER’S PI Adapters. The service line is indicated by the
2nd digit of the version number (e.g. 1.8.x, 2.1.x, 2.2.x, …)
Within the service lines service packs are released containing bugfixes and minor enhancements.
It is expected that a customer always updates to the latest service pack as soon as a new service
pack is available. Service packs are indicated by the 3rd digit of the version number (1.8.3, 2.1.5,
2.2.1).

1.9.3 SEEBURGER Solution Extensions for SAP ERP

Support for SEEBURGER Solution Extensions depends on SAP supporting the underlying SAP
Release. In case SAP terminates the support (end of “extended maintenance”) of a the SAP ERP
release SEEBURGER’s Software Update support ends as well even if the SEEBURGER Solution
Extension version is still supported.

1.9.4 SEEBURGER MANAGED FILE TRANSFER

…stands for SEEBURGER BIS FileExchange and BIS Link:
Both products are of a different character than BIS6 and have a new update mechanism which
allows updates to new version more easily. Therefore the overlapping of service lines is only for
short periods of time compared to BIS.

1.9.5 SEEBURGER AS2:Connect (*:Connect)

AS2:Connect [plus] Release 6 follows service line BIS 6.3.5Q4.
All Releases < 6 are out of maintenance. Upgrades are not free of charge.

1.9.6 SEEBURGER BIS Secure Proxy

Due to the nature of the software BIS Secure Proxy must be always kept at the latest software
version. Any update provided by SEEBURGER needs to installed immediately. The hotfix process
with the support of parallel service lines does not apply. The latest version replaces all proceeding
versions and the support for proceeding versions ends at the moment a new version is released.

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APPENDIX: Products and their Service Lines
SSD = SEEBURGER Service Desk SL = Software Update

A. Business Integration Server / Suite (BIS) for Windows/Unix

HY/Release – 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy
Service Line 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2019
Business Integration Server Rel. 5 (BIS5) for Windows
Rel. 5.6.2**) SL SL SL SL SL SL SSD SSD
Business Integration Server / Suite Rel. 6 (BIS6) for Windows/Unix
Rel. 6.3.4 SSD SSD SSD SSD
***) ***) ***)
Rel. 6.3.5 SL SL SL SL SL SSD SSD SSD SSD
Rel. 6.5.1 SL SL SSD SSD
Rel. 6.5.2 Please refer to the “SEEBURGER Business Integration Suite Life Cycle”
document
*) At editorial deadline, non-binding planning
**) Final release, no further releases of BIS5 planned.
***) Only for 6.3.5Q4 with latest patch! Software update service for 6.3.5Q1-Q3 ended 2014-12-31

B. Business Integration Server (BIS/i5 bzw. BIS/400) for AS/400 (iSeries)

HY / Release – 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy
Service Line 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2019
Rel. 4.4.x SSD SSD SSD SSD
Rel. 4.5.x SL SL SSD SSD SSD SSD
Rel. 4.6.x SL SL SL SL SL SL SL SL SSD SSD
*) At editorial deadline, non-binding planning

C. Paper-to-ERP Solution
HY / Release – 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy
Service Line 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2019
*)
4o Rel. 5.3 SSD SSD
4i Rel. 5.3 SSD SSD
with Sol.Ext. SAP
V.5.4.x***
4i Rel. 5.4.2 SSD SSD
4i Rel. 5.4.3
with Sol.Ext. SAP***
for SAP ECC 5.0/6.0
4i Rel. 5.4.4 SSD SSD
with Sol.Ext. SAP***
for SAP ECC 5.0/6.0
4i Rel. 5.4.5*) SSD SSD SSD SSD
with Sol.Ext. SAP***
for SAP ECC 5.0/6.0
*) Final Release – no further releases planned. Replaced by next product generation “Order-to-Cash” and “Purchase-to-Pay”
***) Hotfixes regulation for Solution Extension 4i for SAP 5.4.x: Hotfixes are only offered for the latest released version of the SAP
Solution Extension. When updating the Solution Extension from 5.4.3 => 5.4.4 or 5.4.5 resp. from 5.4.4 => 5.4.5 the P2E version

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(recognition part of the P2E solution) can be kept as long as no new features requiring a P2E update shall be used. For details about
bugfixes, new features and compatibility to P2E versions please refer to the corresponding Release Notes document.

D. SEEBURGER Solution Extensions for SAP

HY / Release – 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy
Service Line 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2019
Order-to-Cash SL SL SL SL SSD SSD
Rel. 6.3.5*)
from SAP ECC 5.0
with BIS 6.3.5

Purchase-to- SL SL SL SL SSD SSD

Pay 6.3.5*)
from SAP ECC 5.0
with BIS 6.3.5

SCM Monitor SL SSD SSD SSD

Rel. 2.x
from SAP ECC 5.0
with BIS 6.3.5
SCM Monitor SL SL SSD SSD
Rel. 3.x*)
from SAP ECC 5.0
with BIS 6.3.5

smart-eInvoice SL SL SL SL SSD SSD SSD SSD

Professional
Rel. 1.x
Ab SAP ECC 6.0
*) Final Release – no further releases planned. Replaced by next product generation “Order-to-Cash” and “Purchase-to-Pay”

E. SEEBURGER BIS FileExchange and BIS Link

HY / Release – 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy
Service Line 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2019
Rel. 6.1.x SSD SSD SSD SSD
Rel. 6.2.x SL SL SL SSD SSD SSD
Rel. 6.3.x S SL SL SL SL SSD SSD SSD
Rel. 6.4.x S SL SL SL SL SL SL SSD SSD SSD
Rel. 6.5.x*) Please refer to the “SEEBURGER Business Integration Suite Life Cycle”
document

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F. SEEBURGER Adapters for SAP PI*)
HY / Release – 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy 1.Hy 2.Hy
Service Line 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2019
Rel. 1.8.x
for XI 3.0/NW 04
from SP 17
Rel. 2.1.x SL SL SL SL SSD SSD SSD SSD
for SAP PI 7.1
to 7.3EHP1
Rel. 2.2.x SL SL SL SL SL**) SL**) SL**) SL**) SSD SSD SSD SSD
for SAP PI from SSD SSD SSD SSD
Version 7.3
**) For SEE BURGER Adapter on PI 7.4 or higher, only. For those adapters running on PI 7.3 Hotline Support is provided.
***) Not known to the editorial deadline

*) Based on SAP’s information about end of maintenance

� SAP XI 3.0: Mar. 2010 (+ 3 years ext. maint.)
� SAP NetWeaver PI 7.0x, 7.1x: Dec. 2015 (+ 2 years ext. maint.)
� SAP NetWeaver 7.3: Dec. 2015 (+ 2 years ext. maint.)
Further information at http://service.sap.com/pam

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