SAP BASIS support activities L1/L2/L3 - Levels

Following activities for SAP Basis L1, L2 and L3 activities.L2 and L3 activities would have certain overlaps during the actual work execution.

L1 BASIS support:

• Starting and stopping SAP instances as per requirements
• Output Devices in the SAP Spool System
• Checking Spool Output Requests for Errors
• Monitoring availability of SAP instances, Application servers
• CCMS System Monitoring (General Monitoring Functions)
• Checking the operating system logs, System Log
• Checking for ABAP Short Dumps
• Checking for Update Errors
• Checking Lock Entries
• Checking offline redo log files and monitoring archive log directory
• Monitoring file system and database growth
• Checking Work Process Status and process loads
• Checking RZ20 Alert monitor threshold exceptions  including page in/out, CPU & memory utilization.
• Monitoring Offline/ Online backups
• TEMSE Check
• Checking Batch Input Sessions
• Checking Background Jobs
• Monitoring system and database performance for response time, db time, hit ratios etc.
• Checking operating system activity on CPU utilization, Paging etc.
• Checking Buffer status and Swaps
• Monitoring housekeeping jobs related to ABAP dump reorgs, spool reorg, performance collector etc.
• Locking/ unlocking/ revalidating users
• User password resetting
• SAP Frontend installation

L2 BASIS support:

• Acknowledgement / Cleaning of alert logs
• Cleaning/ archiving of transport logs/ import queues
• System performance monitoring
• Offline/ Online backups at SAP level and backing Up ( Redo Logs – online redo logs and offline redo logs with respect to oracle)
• Checking and Creating CBO Statistics
• Searching for Missing Indexes
• User Maintenance :
• User creation
• Copying a User
• Locking and Unlocking Users
• Changing a Password
• Finding a Missing Authorization
• Checking Active Users
• Role Attachment
• Deleting Old User Master Records
• Changing Administrator Passwords
• Checking User Activities
• Memory Management: Page In / Pages Out
• Memory Management: Ext. Memory/ Roll In/ Out etc.
• Installing SAP License
• RFC Link Maintenance
• Operation mode maintenance
• Creating a New Operation Mode
• Adjusting the Timetable
• Manually Switching Modes
• Scheduling Exception Operation
• Setting Up Operation Modes
• Configuring the System Log
• Setting Up Logon Groups
• Installing Printers
• Sending System Messages
• Profile Generator: Maintaining Activity Groups/ Roles
• Activities on SAPNet
• SAPNet user administration
• Logging On to SAPNet - R/3 Front-end
• Entering a Customer Message
• Tracking Message Status
• Receiving Responses from SAP
• Confirming an Closing Messages
• Requesting Support Packages
• Downloading Files from SAP Servers
• SAP's Remote Services
• Opening a Connection for Remote Service
• Testing a Remote Service Connection
• Scheduling an Early Watch Session
• Scheduling a Remote Consulting Session
• Registering Developers and SAP Objects Using SSCR
• Searching the Notes Database
• Scheduling Jobs
• Jobs for R3 Monitoring
• Jobs for DB Monitoring
• Other background jobs
• Jobs: Scheduling Jobs
• Jobs: Checking Job Status and Displaying Logs
• Support Package/ Add-ons
• Finding Support Packages
• Downloading and Importing Support Packages
• Regular Support pack installations
• SPAM/ SAINT
• Concepts on SPAU and SPDD while application of support packages
• System Profiles and its maintenance
• Client Maintenance
• Maintaining Clients and client-settings
• Client Copy – Remote and Local
• Client Export/ Import
• Automatic Note application through SNOTE
• Printer Configuration
• Backup Scheduling thru DB13 and monitoring thru DB12
• SCOT monitoring
• Management of the Transport Management System (TMS)
• Transporting Transport Requests and investigate and resolve transport failures/ errors
• Determining Old Data in Transport Directories
• Clearing Old Data from the Transport Directories
• Maintaining Transport Landscape
• Searching for Missing Indexes
• Monitoring the Growth of Extents
• Checking Database Performance
• Extending the Database (Adding Data Files)
• Making changes in Oracle Parameters based on recommendation from L3 experts for performance optimization
• Checking and Managing CBO statistics
• User Training

L3 BASIS support:

• Problem troubleshooting and resolution for escalated calls.
• SAProuter setup and OSS configuration
• Setting up SAP Logon groups
• Offline/ Online backups at SAP level and backing Up ( Redo Logs – online redo logs and offline redo logs with respect to oracle)
• Naming Conventions for Backup Tapes
• Database restoration and recovery
• Defining standard operating procedures for backups and restoration. Change management etc.
• Checking and Managing CBO statistics
• Automatic Note application through SNOTE
• SAP installation/ re-installation and configuration
• Planning and managing support packages and kernel patch upgradations, client copies/ transports
• Planning and executing database upgrades
• Database Verification - Checking Physical Structure
• Oracle parameter review and analysis and recommendations for changes to optimize performance.
• Increasing Online redo log groups
• Maintenance and monitoring of DR standby server, if available
• Homogenous system copy
• Configuring/ re-configuring system log / alert thresholds.
• Team Lead entire basis support personnel
• Guiding the team technically in all areas of service defined within SAP BASIS areas
• Evaluating Results of the DB System Check
• SDCC monitoring and management, Configuration of EWA
• Designing , setting up and reorganization of SAP system landscapes
• Printer Configuration
• SCOT configuration
• DB and index reorganization
• Resolution of dead locks and timeouts
• Coordination with and supporting the functional team as per requirements.
• Profile / Role management and authorization management and recommendations based on best practices during day to day operations.
• Implementing & Managing SAP Support Practices.
• Report Generation & Presentation. Good Communication & Presentation Skills
• Responsibility of Entire Basis operation and Internal and external Escalations.

The above activities related to maintenance, performance tuning, patch updation etc. would cut across all other SAP components like BW, Solution Manager, EP, XI etc. There would be component specific activities which shall be performed by the SAP BASIS L1/ L2/ L3 engineer and some indicative activities are mentioned below:
There are other activities specific to various mySAP components which can be taken up on case to case basis

Specific to BW:

• Monitoring RSA1
• Monitoring PSA and cleaning as per the defined time policy
• Reviewing and reorganizing BW statistics tables as per requirements
• Review tRFC queues
• Scheduling and checking for BW specific reports like RSRV

Specific to EP
UME operations
Business packages download and application
Configuration for establishing backend connectivity to SAP systems.

Specific to Solution Manager

System landscape definitions
Solution Monitoring
Service desk operations
EWA operations