How to Configure Integration between SAP Cloud for Customer and SAP hybris Marketing

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1 How-To Guide Document Version: How to Configure Integration between SAP Cloud for Customer and SAP hybris Marketing

2 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 2 Copyright 2015 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

3 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 3 Content 1 Introduction Integration Scenario Create Leads in SAP Cloud for Customer Replicating Leads from SAP Cloud for Customer Replicating Opportunities from SAP Cloud for Customer Replicating Contacts from SAP Cloud for Customer Enabling SAP Cloud for Customer for External Systems Scoping in the Cloud for Customer Setup a New Communication System Setup Communication Arrangements Download Certificates from SAP Cloud for Customer Assign Work Centers Setting Up SAP hybris Marketing Install Certificates Initial Set-Up for Web Service Configuration and RFC Destination Customizing for Campaigns to Create Leads Interaction Profile Campaign Category and Action Scheduling a Job for the Action Execution Replicate Data from SAP Cloud for Customer Initial Replication Delta Replication Error Handling Monitoring Replication Status Replication Log Functional Concepts Contacts Leads and Opportunities Appendix Terms for Included Open Source Software...31

4 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 4 1 Introduction This guide describes the integration scenarios, prerequisites, and configuration steps required to integrate SAP Cloud for Customer with SAP hybris Marketing (formerly known as SAP Customer Engagement Intelligence). Before integrating the two systems, you have completed the following: Prerequisite Settings Standard set-up for SAP hybris Marketing Business configuration settings in SAP Cloud for Customer More Information For more information, see the installation and upgrade guides for SAP hybris Marketing in SAP Help Portal at under Installation and Upgrade Information. For more information, see the administrator guide for SAP Cloud for Customer at SAP Service Marketplace at Cloud Solutions from SAP SAP Cloud for Customer SAP Cloud for Customer Administrator Guide. This guide applies to consultants and system administrators who are integrating SAP hybris Marketing with SAP Cloud for Customer. These consultants and administrators must have knowledge about the general business configuration of SAP hybris Marketing.

5 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 5 2 Integration Scenario A Lead (up to SAP Cloud for Customer release 1405 Marketing Lead) is a business object that contains data about a business prospect that has sufficient buying intent for further lead processing. Leads are created in SAP Cloud for Customer to record raw data that is derived from campaigns, trade shows, and other marketing activities. To drive sales activities, you can edit leads, and convert leads to follow-on items such as opportunities, accounts, and contacts. Once the lead is converted as an opportunity, opportunity s header data is replicated to the SAP hybris Marketing system for calculating the success of Campaign. In addition to that, the contact data from SAP Cloud for Customer system is replicated to SAP hybris Marketing system as Interaction contacts. Later on these Interaction contacts can be used to define the target groups and create the follow-up documents like campaigns. You can: Create leads in SAP Cloud for Customer from a campaign action in SAP hybris Marketing Replicate lead prospect data for segmentation and other business scenarios in SAP hybris Marketing Replicate opportunities, at the same time, determine the relationship between the opportunities and replicated leads to track the success rate for the marketing campaign activities which trigger the lead creation Replicate contacts to SAP hybris Marketing for segmentation and plan for follow up marketing campaign for these contacts 2.1 Create Leads in SAP Cloud for Customer The following procedure describes how integration of SAP Cloud for Customer and SAP hybris Marketing facilitates the creation of leads from target groups. Procedure 1. A marketing manager creates a target group in SAP hybris Marketing and releases it. 2. The manager creates a campaign for the target group; using a category the action to create leads is assigned to. 3. The manager releases the campaign. 4. The manager edits an automation version, adds the action Create Leads to the trigger Target Group, activates the version, and chooses an execution time. 5. A background job executes all actions which are due. 6. After the job executed the action the execution status of the version is Finished and the manager can see on the success facet how many leads have been created in SAP Cloud for Customer 7. From the contact factsheet of the target group members the manager can navigate to the individual leads that have been created in SAP Cloud for Customer. 2.2 Replicating Leads from SAP Cloud for Customer You can replicate leads from SAP Cloud for Customer to SAP hybris Marketing where they are displayed as interactions. When leads are replicated from SAP Cloud for Customer, they are either assigned to preexisting interaction contacts or new contacts are created. You can configure from which date leads are to be replicated

6 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 6 in an initial load to SAP hybris Marketing. You can schedule regular delta loads for new or updated leads to be replicated thereafter. Procedure 1. A salesperson creates a lead in using either a desktop or mobile application of SAP Cloud for Customer with the following mandatory information: o Name o Company 2. Back office users such as marketing managers and sales representatives can access the Contact factsheet in SAP hybris Marketing using the search on the home screen. 3. In the Contact factsheet, the user can review the interests and interactions with the contact over time. 4. The time slider enables the user to navigate to the source document of an interaction such as a lead from SAP Cloud for Customer. 5. In addition, the user can navigate to the sentiment engagement and view the sentiment of the contact. 6. Finally, the contact is also available in the contacts profile of the Social Contact Intelligence work set. 2.3 Replicating Opportunities from SAP Cloud for Customer A lead in SAP cloud for customer can be converted to an opportunity for further processing, if the quality of the lead is good enough. To track the success rate of a marketing campaign activity, one of the KPIs is to evaluate the converted leads created out of the SAP hybris Marketing. To fulfill this purpose, not only the leads shall be replicated from SAP Cloud for Customer, but also the opportunities. By doing this, also the relationship of the opportunity to the lead is resolved so that the conversion rate can be calculated. Procedure 1. A Marketing Manager triggers the creation of the leads based on the target group as described in the chapter A Sales representative gets the lead assigned and can decide if he would like to convert the lead to an opportunity. 3. In the contact factsheet, the marketing manager, or marketer can look at the interactions of the contact including the lead and converted opportunity. 4. The marketing manager who created the target group and trigged the lead creation can look at the success reporting of the campaign. The success tab displays the number of leads created, and the number of the opportunities created based on the leads.

7 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Replicating Contacts from SAP Cloud for Customer The contact information available in the SAP Cloud for Customer is also an important source channel for SAP hybris Marketing, besides social, CRM and other external channels. The contact information available in the SAP hybris Marketing can enrich the contact data in the SAP cloud for customer. To do the segmentation on these contacts and to collect additional information about these contacts in one central place, the contacts in SAP cloud for customer can be replicated to SAP hybris Marketing. Procedure 1. The replication of the contacts in the SAP cloud for customer can be scheduled on regular basis in the SAP hybris Marketing. Along with the contacts, the assigned marketing permissions will also be replicated. 2. In the contact factsheet, the marketing manager or marketer can look at the interactions of the contact including the lead and opportunity. If the contact can be mapped to an existing one in SAP hybris Marketing, the already existing interaction and scores to this contact will also be displayed in the contact factsheet. 3. The replicated contacts are also available in the Segmentation Profile SCI (all contacts) for segmentation for further marketing activities.

8 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 8 3 Enabling SAP Cloud for Customer for External Systems You can integrate SAP hybris Marketing with SAP Cloud for Customer using Web services. This section of the guide describes the settings you need to make in SAP Cloud for Customer to enable the required Web services. 3.1 Scoping in the Cloud for Customer The procedure below describes the scoping elements that are needed for Integration with SAP hybris Marketing system. You have to scope SAP Cloud for Customer according to your requirement. Procedure 1. In SAP Cloud for Customer, open Business Configuration. 2. Select a project. 3. Choose Edit Project Scope. 4. Click Next twice.

9 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 9 5. At Scoping select the following checkboxes. Communication and Information Exchange Business Process Management Application Programming Interfaces. Sales Lead Management Leads. Sales New Business Opportunities. Marketing Campaign Management <All>. Communication and Information Exchange Integration with external applications and Solutions Integration into Sales, Service, and Marketing Processes. For example:

10 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Click Next. 7. At the Review stage of the process, when you are sure everything is correct, click Finish.

11 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Setup a New Communication System Procedure 1. In SAP Cloud for Customer, under the tab page Administrator, click on Communication Systems. 2. Click New to create SAP hybris Marketing as a new communication system. 3. Enter a freely-definable ID for your SAP hybris Marketing system, Enter Host name of the backend SAP hybris Marketing system and select Internet as the system access type. 4. Choose Actions Set to Active.

12 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Choose Save and Close. 3.3 Setup Communication Arrangements 1. Under the tab page Administrator, click Communication Arrangements. As an example, the steps following describe the communication arrangement for the Web service Manage Leads. 2. Click New and select the communication arrangement you want to create. Then click Next. 3. Select the communication system and click Next.

13 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Select the application protocol Web Service. 5. Select the authentication method User ID and Password. 6. Click Edit Credentials. 7. Choose a password and click OK. Enter the same password for all communication arrangements.

14 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Click Next. 9. Click Finish. 10. Repeat this process for the following Web Services

15 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 15 Manage Leads Query Leads Query Opportunities Query Contacts Query Marketing Permission Channel Permission In(Operation FindByElements) Query Object Identifier Mappings 3.4 Download Certificates from SAP Cloud for Customer All access to SAP Cloud for Customer is secured by Transport Layer Security. As a prerequisite for the trusted communication from SAP hybris Marketing to your SAP Cloud for Customer system, you must exchange the certificates. Procedure 1. Open a Web Browser and enter the Cloud for customer tenant URL. Example: 2. When connected uses the Web explorer to get the certificate, by example in Chrome you click in the lock icon at the left of the URL and then click in certificate information. 3. From the Certification Path select first root certificate Baltimore CyberTrust Root and click View Certificate.

16 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Click in the menu Details and the click the button Copy to file.

17 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Click Next 6. Select Base-64 encoded x.509 (.CER) and click Next.

18 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Select the location of the file and click Next. 8. Click Finish 9. Follow the above steps for the second root certificate, Cybertrust Public SureServer SV CA.

19 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Assign Work Centers Procedure 1. Select the Administrator work center, Under UsersBusiness Users 2. Select the User you have created to create leads. For example: Marketing Manager, and choose Edit Access Rights. 3. Choose Work Center and View Assignment and check the following options COD_MARKETING COD_MKT_PROSPECTWC to assign Leads to the User. CODACCOUNTWC

20 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Check Access Consistency and Choose Save. Additional Work center assignment.

21 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 21 4 Setting Up SAP hybris Marketing 4.1 Install Certificates To establish the HTTPS connections to your SAP Cloud for Customer system, you must import the user CA certificates or the individual certificate of your SAP Cloud for Customer system. This certificate needs to be installed in SAP hybris Marketing in transaction Trust Manager (STRUST). For more information, enter the key term System Security Settings in the Search field in SAP Library at Procedure 1. Call transaction STRUST 2. Open the SSL client SSL Client (Anonymous) 3. In the Certificate area, click in the Import Certificate button.

22 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Depending of the format of the certificate, select either Binary or Base64. Import the two certificates that were saved in the previous step. 5. Repeat the previous two steps for the second root certificate, and save the changes.

23 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Initial Set-Up for Web Service Configuration and RFC Destination The configuration of Web Service Calls and RFC Destination to Cloud for Customer System is done automatically by the task list To enable marketing managers to access Leads from SAP Cloud for Customer in the SAP hybris Marketing UI, you have to create a remote function call (RFC) connection. To access the Web service at SAP Cloud for Customer, the service consumer at SAP hybris Marketing with a particular runtime configuration sends a call using a logical port. The logical port of the service consumer contains a reference to the unique address (URL) of the service s endpoint on SAP Cloud for Customer. The logical port also contains the authorization needed to call the service methods. Prerequisite In SAP Cloud for Customer System, all the required Communication Arrangements are created and have the same password. Procedure 1. Logon to the AS ABAP system. 2. Enter TA STC01 and choose CUAN_SETUP_C4C_INTEGRATION from the value help of the Task List field and execute. 3. Choose the Change Parameters icon in the Parameters column of the first task.

24 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Make the required entries. Host Name: Enter the host name of your SAP Cloud for Customer. Example: URL of your SAP Cloud for Customer is In this case enter as host name myxxxx.ondemand.com Port: Default Value is 443 Change the value in case the URL to SAP Cloud for Customer has a different port. Proxy Server (optional): If you require a proxy server in order to allow clients to make indirect network connections to other network services Proxy (optional): Enter the proxy port of proxy server if required User (optional): User of the proxy server Password (optional): Password for the proxy user Communication Arrangement User: The technical user of the communication arrangements, see 3.3 Setup Communication Arrangements Password: The password you have set for the communication arrangement, see 3.3 Setup Communication Arrangements Logical System Name (optional): The technical configuration tries to identify the integrated ERP or CRM system of SAP Cloud for Customer and defaults its logical system name. If required change the value. 5. Save your entries as a variant by choosing Save. 6. Return to the main screen and execute the task list. Result: The technical configuration steps have been successfully executed. You receive a corresponding success. Remark: Switch to Certificate based Authentication is manually possible.

25 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Customizing for Campaigns to Create Leads Interaction Profile If C4C Leads and Opportunities that have been created from a Campaign shall be shown on the Success facet of the campaign you have to create an Interaction Profile: 1. Go to the customizing for SAP Customer Engagement Intelligence and choose Campaign Define Interaction Profiles. 2. Create an entry, for example: C4C with Interaction Channel BUS (Lead). 3. Select the entry and choose Define Steps for Interaction Profile. 4. Create two entries for the Interaction Types MARKETING_LEAD and C4C_OPPORTUNITY opportunity as the Main Interaction Type on position 2. The KPI direction is positive. You can define target values and thresholds to specify the percentages of Weak-to-Medium and Medium-to-Good results. 5. Save the Interaction Profile Campaign Category and Action The standard action MARKETLEAD cannot be used with campaigns as of SP06 that use campaign automation. This action has to be copied and assigned to a campaign category that you want to use for C4C lead creation.

26 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Go to the customizing for SAP Customer Engagement Intelligence and choose Campaign Define Campaign Categories and Actions. 2. Under Define Campaign Actions select the action MARKETLEAD (Create Lead) and choose Edit Copy As (F6). 3. Change the Action ID for example: to C4C_LEAD and save the copied action. 4. Under Define Campaign Categories create a new entry and assign the Interaction profile you created above. 5. Select the existing or newly created Campaign Category you want to use and choose Assign Actions to Categories. 6. Choose Edit New Entries (F5), select the new action, and save the assignment. 4.4 Scheduling a Job for the Action Execution With the campaign automation as of SP06 campaign actions are not executed directly. You have to schedule a background job which, executes the program CUAN_MARKETING_ORCH_EXECUTION with an appropriate frequency (for example: every 5 minutes).

27 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 27 5 Replicate Data from SAP Cloud for Customer The integration supports replication of Contacts as well as replication of Leads and Opportunities from SAP Cloud for Customer to SAP hybris Marketing. Each type is replicated separately. Contacts are replicated together with their Marketing Permissions. Overview The replication can be performed in three modes: Initialization In initial load mode all documents (that are Leads and Opportunities) are fetched which have been changed after a certain date. For productive use the date should be set to meet the business needs and ignore outdated documents. Contacts are all replicated, because a long ago change date does not mean that the Business Partner is outdated. Synchronization In synchronizing mode only those records are fetched that have been changed since last run. The date for selection is determined as the maximal change date value of so far loaded records. Error handling mode Individual records can be fetched by entering their Cloud for Customer Id. The selection supports Id enumerations and Id ranges. The replication is executed by report Request CFC Objects via Web Services (CUAN_CFC_INTERACTION). The report covers all modes. At first the initialization must be done once for all types. Then synchronization must be done periodically.

28 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Initial Replication To perform an initial replication of Contacts, execute the report once in batch mode with the following settings: 1. Mark the radio button Initializing all Contacts. 2. Under Communication, leave the default logical port according to the technical configuration, and leave the default package size of as your selection. 3. Under Protocol, unmark the checkbox Test mode. Mark the checkbox Display Log if you want to see the log as a list on the screen. Mark the checkbox Write Log to DB if you want to write the log to the application log. To perform an initial replication of Leads and Opportunities, execute the report once in batch mode with the following settings: 1. Mark the radio button Initializing Documents since and enter the date from which you want the documents to be replicated to SAP hybris Marketing. This means that all documents whose lastchanged date lies between this date and today's date will be loaded from SAP Cloud for Customer. 2. As above Note: To analyze the log when the report has finished, go to transaction Analyse Application Log (SLG1) and choose the object CFCINTERACTION.

29 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer Delta Replication To keep SAP hybris Marketing in sync with changes from SAP Cloud for Customer, the report must be executed in batch periodically with the following settings: 1. Mark the radio button Synchronizing. 2. As above Error Handling Individual records, which are listed in the log with error, can be synchronized again. Therefore the report must be executed with the following settings: 1. Mark the radio button Error handling and enter the respective Ids. 2. As above 5.2 Monitoring Replication Status The status of data replication can be shown by report CFC Integration Monitor (CUAN_CFC_STATUS). For each type (Contact, Marketing Permission, Lead, Opportunity) the time period of the last synchronization run is displayed. The text completed indicates,that all changes during that period have been completely processed; whereas an UUID indicates the greatest Id of the successfully processed records, when the execution terminated. In this case the period will be processed again for the remaining records. The Web Services support a selection based on LastChangeDate and packaging: records are delivered in sets of requested line count, and providing the Id of the last delivered record per package. This allows continuing a query in case of abort by parameterizing the query with the same LastChangeDate and the Id of the last successfully delivered record. If single records could not be saved in SAP hybris Marketing, their Ids are listed in the log, but the time period is considered completely synchronized Replication Log To display a log: 1. Go to transaction Analyse Application Log (SLG1). 2. Enter CFCINTERACTION as the object. 3. Enter the time period in which you are interested under Time Restriction. 4. If the initial load or the synchronization was completed successfully, there are only messages of type Information in the log. 5.3 Functional Concepts Contacts For contacts the following data (among others) are maintained in SAP Cloud for Customer: address, phone number, mobile number, fax number. These datas are replicated and stored as facets in SAP hybris Marketing, thereby grouped with the SAP Cloud for Customer Contact Id.

30 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 30 Additionally the permissions for telephone, fax, and channel can be maintained in SAP Cloud for Customer. They are mapped as follows to communication media: SAP Cloud for Customer Channel SAP hybris Marketing Outbound Communication Medium affected data Telephone Phone phone number, mobile number Fax Fax fax number address - SMS mobile number Leads and Opportunities By business processes in SAP Cloud for Customer, contacts or opportunities may be created out of leads. The opportunities are queried and stored as interactions with type "C4C Opportunity". The corresponding interaction contact is found via the facet with type Id_Origin = 'SAP_C4C_CONTACT'. In order to calculate success figures for campaigns, the Id of the campaign is attached. But since the Campaign Id is not stored in SAP Cloud for Customer, it is not present in opportunity records and is recalculated from the interaction of the underlying lead. Therefore the reference from the opportunity to the originating lead is evaluated. In order to resolve the references and to get the Campaign Id, it is essential that leads are synchronized completely prior to fetching opportunities. Contacts should be fetched first.

31 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 31 6 Appendix 6.1 Terms for Included Open Source Software This SAP software contains also the third party open source software products listed below. Please note that for these third party products the following special terms and conditions shall apply. 1. This software was developed using ANTLR. 2. gsoap Part of the software embedded in this product is gsoap software. Portions created by gsoap are Copyright (C) Robert A. van Engelen, Genivia inc. All Rights Reserved. THE SOFTWARE IN THIS PRODUCT WAS IN PART PROVIDED BY GENIVIA INC AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE AUTHOR BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. 3. SAP License Agreement for STLport SAP License Agreement for STLPort between SAP Aktiengesellschaft Systems, Applications, Products in Data Processing Neurottstrasse Walldorf, Germany (hereinafter: SAP) and you (hereinafter: Customer) a) Subject Matter of the Agreement A) SAP grants Customer a non-exclusive, non-transferrable, royalty-free license to use the STLport.org C++ library (STLport) and its documentation without fee. B) By downloading, using, or copying STLport or any portion thereof Customer agrees to abide by the intellectual property laws, and to all of the terms and conditions of this Agreement. C) The Customer may distribute binaries compiled with STLport (whether original or modified) without any royalties or restrictions. D) Customer shall maintain the following copyright and permissions notices on STLport sources and its documentation unchanged: Copyright 2001 SAP AG E) The Customer may distribute original or modified STLport sources, provided that: o The conditions indicated in the above permissions notice are met; o The following copyright notices are retained when present, and conditions provided in accompanying permission notices are met: Copyright 1994 Hewlett-Packard Company Copyright 1996, 97 Silicon Graphics

32 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 32 Computer Systems Inc. Copyright 1997 Moscow Center for SPARC Technology. Copyright 1999, 2000 Boris Fomitchev Copyright 2001 SAP AG Permission to use, copy, modify, distribute and sell this software and its documentation for any purposes is hereby granted without fee, provided that the above copyright notice appear in all copies and that both that copyright notice and this permission notice appear in supporting documentation. Hewlett-Packard Company makes no representations about the suitability of this software for any purpose. It is provided as is without express or implied warranty. Permission to use, copy, modify, distribute and sell this software and its documentation for any purpose is hereby granted without fee, provided that the above copyright notice appear in all copies and that both that copyright notice and this permission notice appear in supporting documentation. Silicon Graphics makes no representations about the suitability of this software for any purpose. It is provided as is without express or implied warranty. Permission to use, copy, modify, distribute and sell this software and its documentation for any purposes is hereby granted without fee, provided that the above copyright notice appear in all copies and that both that copyright notice and this permission notice appear in supporting documentation. Moscow Center for SPARC makes no representations about the suitability of this software for any purpose. It is provided as is without express or implied warranty. Boris Fomitchev makes no representations about the suitability of this software for any purpose. This material is provided "as is", with absolutely no warranty expressed or implied. Any use is at your own risk. Permission to use or copy this software for any purpose is hereby granted without fee, provided the above notices are retained on all copies. Permission to modify the code and to distribute modified code is granted, provided the above notices are retained, and a notice that the code was modified is included with the above copyright notice. Permission to use, copy, modify, distribute and sell this software and its documentation for any purposes is hereby granted without fee, provided that the above copyright notice appear in all copies and that both that copyright notice and this permission notice appear in supporting documentation. SAP makes no representations about the suitability of this software for any purpose. It is provided with a limited warranty and liability as set forth in the License Agreement distributed with this copy. SAP offers this liability and warranty obligations only towards its customers and only referring to its modifications. b) Support and Maintenance SAP does not provide software maintenance for the STLport. Software maintenance of the STLport therefore shall be not included. All other services shall be charged according to the rates for services quoted in the SAP List of Prices and Conditions and shall be subject to a separate contract. c) Exclusion of warranty

33 How to Configure Integration between SAP hybris Marketing and SAP Cloud for Customer 33 As the STLport is transferred to the Customer on a loan basis and free of charge, SAP cannot guarantee that the STLport is error-free, without material defects or suitable for a specific application under third-party rights. Technical data, sales brochures, advertising text and quality descriptions produced by SAP do not indicate any assurance of particular attributes. d) Limited Liability A) Irrespective of the legal reasons, SAP shall only be liable for damage, including unauthorized operation, if this (i) can be compensated under the Product Liability Act or (ii) if caused due to gross negligence or intent by SAP or (iii) if based on the failure of a guaranteed attribute. B) If SAP is liable for gross negligence or intent caused by employees who are neither agents or managerial employees of SAP, the total liability for such damage and a maximum limit on the scope of any such damage shall depend on the extent to which its occurrence ought to have anticipated by SAP when concluding the contract, due to the circumstances known to it at that point in time representing a typical transfer of the software. C) In the case of Art. 4.2 above, SAP shall not be liable for indirect damage, consequential damage caused by a defect or lost profit. D) SAP and the Customer agree that the typical foreseeable extent of damage shall under no circumstances exceed EUR 5,000. E) The Customer shall take adequate measures for the protection of data and programs, in particular by making backup copies at the minimum intervals recommended by SAP. SAP shall not be liable for the loss of data and its recovery, notwithstanding the other limitations of the present Art. 4 if this loss could have been avoided by observing this obligation. F) The exclusion or the limitation of claims in accordance with the present Art. 4 includes claims against employees or agents of SAP. 4. Adobe Document Services Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States and / or other countries. For information on Third Party software delivered with Adobe document services and Adobe LiveCycle Designer, see SAP Note