Scott LaBouliere

Outsourcing SAP: Customer Q&A

Blog Post created by Scott LaBouliere Employee on Mar 30, 2016

This blog was co-written with Melchior du Boullay, Managing Director, Americas, at oXya.




This is the sixth and last blog in our “Outsourcing SAP” series. It focuses on questions we received regarding all the blogs in this series, as well as a few recurring questions we hear from almost every customer and prospect.


Our previous two blogs in the Outsourcing SAP series focused on the Planning Phase of moving your SAP environment to oXya’s datacenter, and the Technical Operations Phase of this move. Previous blogs in this series covered various aspects of outsourcing your SAP environment. In the first blog of the series, we asked should we outsource our SAP environment, and suggested a few directions to think about. In the 2nd blog we wrote about choosing the right partner that would manage our SAP environment, and listed various criteria and tips for choosing that partner. The 3rd blog discussed various infrastructure and headcount considerations that each and every customer has, when considering whether and how to outsource their SAP.




Questions and Answers


Does oXya require a minimum term length for its services?

At oXya, we don't believe in "vendor lock-in", and as such many of our services require just minimal term commitments from our customers (if at all). Often we require no more than 30 days' notice to terminate. Our industry-leading customer satisfaction ratings (> 98%) are the best testimony to the fact that our customers want us there, month after month.


Can I build a Private Cloud on my premises?

cloud-businessman-computer-laptop-sky-celebrate-happy (Custom) (2).jpgYes, absolutely. Many organizations, who have already invested heavily in existing datacenter facilities, want the benefits of the cloud (flexibility, resiliency, consumption-based pricing, self-service, automation, etc.) but with the peace of mind and efficiencies that come with using their existing, private floor space. At oXya we understand this and work with our customers to help build, deploy, and manage both on- and off-premises cloud solutions, based upon world class infrastructure, tools, and services.


Does oXya have both Private and Public Cloud options?

Yes, oXya/Hitachi can provide off-premises cloud solutions for both Private (dedicated compute, storage, LAN, and floor space) and Public (shared infrastructure, logically partitioned) options. Typically, customers with demanding production availability, performance, and security workload requirements choose the oXya private cloud model; and when short-term, cost-effective options are preferred (e.g. for a sandbox system) the oXya public cloud infrastructure is a perfect fit.


My team is currently working on a HANA migration project and we're under a tight timeline. How can oXya help?

Approximately 25% of the global oXya customer base has already or is currently implementing SAP HANA (from Suite on HANA, to S/4HANA, as well as custom developed applications), and over half of these customers have already gone live and are currently in Production.  The oXya delivery teams were key components of those projects. This means project management, as well as execution of numerous upgrades, migrations, and installations, plus the architecture, design, and hardware selection for the HANA landscape components, including DR solution planning and implementation. Let oXya safeguard your SAP HANA implementation, leveraging our significant experience and expertise to ensure a stable, well-designed and built platform, that will dramatically shorten your time-to-value.


Where are oXya support personnel and facilities located?

oXya has over 600 team members located in facilities across the US (NJ, CO, CA), Canada (Montreal, Toronto), Europe (France, UK, Belgium), and Asia (China, Japan). Additionally, 99% of oXya's delivery team members are full-time Hitachi/oXya employees (with few exceptions, we do not use sub-contractors). What this means in practice is that when you choose oXya to provide SAP Cloud and Managed Services for your landscapes, rest assured that your systems will be managed by in-country or near-shore resources (your choice) who will speak the correct language (natively) for your organization’s needs.  Unlike most other globally certified SAP service providers, we provide the right resources in the right countries, in the right time zones, speaking the right languages, based on your requirements.


Our organization has had some poor experiences in the past, with another SAP managed services company. What makes oXya different?

oXya2 (Custom) (2).jpgAt oXya, we understand what it's like for customers who have been mistreated by the large, offshore providers who's service is typically over-priced, inflexible, and poorly delivered. In fact, some significant percentage of our customers came from such a contract/provider!  (and they’d be happy to be a reference, and tell you about their experience at oXya, compared to their previous provider).

And now, let’s answer the direct question, about “what makes oXya different?” The oXya delivery model provides teams of named resources who are assigned to your account and dedicated to your satisfaction. By design, your assigned and dedicated team will:

  • Be located on/near shore and provide 24x7 support.
  • Be your primary point of contact for ALL platform performance and availability issues (we will coordinate and drive support with 3rd party vendors as required, so you don't have to).
  • provide you with their email addresses and cell phone numbers (so you can contact them directly when required; we do not have a call center – you call directly to your dedicated support team).
  • Work to understand your unique business processes and requirements.
  • Have in-depth knowledge of your systems and landscapes.
  • Have working knowledge of every layer of your platform stack (SAP Basis, Database, Operating System / VM, Compute/Storage Hardware, LAN).
  • Have access to a global team of oXya consulting experts (for level 3 and 4 issues which require an additional level of knowledge).
  • Work with you from migration to renewal (to ensure consistency).


AWS seems like a cheap and effective alternative. Why wouldn't we just use Amazon?

At oXya, we provide support for the entire SAP platform (from SAP Basis through the datacenter floor), not just Infrastructure-as-a-Service (IaaS). We have several current customers who began their SAP S/4HANA implementation with AWS and found, for a variety of reasons, that oXya provided measurably better monthly service costs, performance, and support of their SAP stack. Additionally, some of our customers are concerned that other providers simply can't provide the security and data privacy that their enterprise applications (and auditors!) demand.


Most hosting providers just source labor from offshore. We simply can't trust (or even know) who has access to my data, or when.

At oXya, with very few exceptions, ALL of our delivery personnel are full-time Hitachi employees, not sub-contractors. In addition, you can choose which oXya region and facility will deliver your services (for example, US customers can choose between teams and facilities located in NJ, CO, or CA).


How many SAP HANA customers do you have?

oXya has more than 330 SAP customers (and hundreds of thousands of SAP users), as of March 2016. More than 25% of our customer base are currently implementing SAP HANA; of these, more than 50% have already gone live.


How many SAP S/4HANA customers do you have?

oXya has over a dozen customers who are currently implementing SAP S/4HANA (several are now live), and many other customers who are currently investigating how/when/if to proceed with their own implementations, relying heavily on input from the oXya team members regarding various upgrade, migration, installation considerations and options. Obviously, S/4HANA is in its infancy, so adoption has been somewhat methodical and slow-paced to-date, as customers take their time to examine and evaluate their business cases. We expect to see a significant increase in customer S/4HANA projects through the remainder of 2016. One of the many benefits of becoming an oXya customer is the ability to collaborate and knowledge share with other customers (often with similar landscapes, projects, and implementation challenges).





This is our final blog in the “Outsourcing SAP” series. If you have additional questions that were not answered in the series, including in the current Q&A, please post them to the Comments below or send us an email, and we’ll answer your questions. If we get enough additional questions, we may post another Q&A blog in the future. Our emails are: Scott LaBouliere <> or Melchior du Boullay <>.



Scott LaBouliere is VP Business Development at oXya, a Hitachi Group Company. As an SAP professional with more than 15 years of experience in the SAP market, Scott possesses in-depth knowledge and experience in architecting, selling, implementing, and managing Cloud-based solutions across the entire SAP application suite (SAP HANA, ERP, BW/BOBJ, SCM/APO/CRM, NetWeaver components, BPC, etc.) for a wide variety of industry verticals in the Large Enterprise and Mid-Market spaces – Pharmaceutical, Retail, Wholesale, CPG Manufacturing, Energy, High Technology. Scott came to oXya after nearly 7 years at FIT, where he served as the Chief Operating Officer. Prior to that, Scott was VP of Managed Services with SAP America, Inc.


Melchior du Boullay is Managing Director, Americas at oXya, responsible for all of oXya’s operations across North, Central and South America since 2007, when oXya started operating in the Americas. Melchior has nearly 15 years of experience as an SAP Basis admin and technical consultant, SAP project manager, SAP account management, and business development.



oXya, a Hitachi Group Company, is a technical SAP consulting company, established in 1998. oXya provides ongoing managed services (outsourcing) for enterprises around the world. In addition, oXya helps customers that run SAP with various projects, including upgrades and migrations, including to SAP HANA. oXya currently employs ~600 SAP experts, who service more than 330 enterprise customers with hundreds of thousands SAP users around the world.