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Support an Upgrade of SAP Commerce

5 min read

Support an Upgrade of SAP Commerce


The Support phase of an upgrade is the time-period after the upgrade code has been deployed into production, where you have a dedicated team with knowledge of the upgrade to help support the solution. At the end of the support phase, the support is handed back to the standard Application Management team and the defined business as usual processes/procedures are used.

Table of Contents

Supporting Activities

The following days or weeks of an upgrade being deployed you should ensure you have a team in place that is formed with some members from the upgrade and your Application Management team. Once the application is stable, and the formal handover to the Application Management team has occurred, you should now move to the Closing section of your upgrade project..

Post go-live Support

Once you've reached this point, your site(s) will be live on the target version. In the initial hours/days, there should be a dedicated support team, that should include some members who worked on the upgrade to help support the site. This team is different from your normal Application Management team, though it should contain some/all of the same members. After an upgrade occurs, the likelihood of critical issues being found is high. But, having a team that is familiar with supporting the production system and the development of the upgrade code can help fix these issues faster.

The end goal of this activity is to continue to monitor and evaluate any issues that arise to improve your solution. With an upgrade there are going to be more critical changes, than a normal deployment, so having the correct team to work through these issues is key to ensuring your solution runs smoothly. The dedicated post go-live support should be completed when the team decides the application is stable enough to be transitioned to the normal Application Management team.

Reminder

If any issues are found, regardless of what they are (configuration, operational, environment, and so on.) they should be documented in your knowledge base. Any bugs found should be logged in your issue tracking tool.

Business User Training

Depending on the upgrade you've completed you may have access to new features/functionalities. Before the support phase, some of the business users might have been trained on using these new features, but there should also be a plan to enable all relevant business users on the relevant features that are now available to them. This is to ensure they are using the application correctly and are still able to complete their work. Additional training in the days following the go-live will also provide a more extensive user testing and will likely result in more bugs being created.

To speed up training, you may want to look for and link to the relevant videos on our enable.cx.sap.com platform.

Some recent examples of features that may require new training include:

User Group Potential Training
Administrators
  • Migration from using cockpits to using backoffice
  • Make the most of new logging features
Content Managers
  • Smart Edit for performing CMS content changes
  • Personalization changes
Merchandiser
  • Creating and managing promotions using the new promotion rules engine
  • Boost rules, hero products
Customer Service / Store Employees
  • Migration from Customer Service Cockpit to Customer Support backoffice perspective
  • Using Assisted Service Module and Customer 360 view

It is up to you to define the extent of the training content and who should be provided with the training, but it should be accounted for, preferably using the same processes you have in place for enabling your team on any customizations during a standard project.

Conclusion

This article introduced the different activities you have to do during the support phase. Depending of your upgrade the duration of this phase could be 2 weeks or more.  It's important to document processes and track issues to give the most amount of information possible to the application management team. You should now move to the Closing section of your upgrade project.

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