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Dear Customers,

We are happy to inform you that we are updating our Service Level Agreement (SLA) for SAP BusinessObjects Cloud next month.

Beginning May 20, 2017:

  • SAP is harmonizing regular maintenance windows across SAP Cloud Services for higher system availability.
  • Standard regular maintenance windows for SAP BusinessObjects Cloud will be four hours. Major upgrades will be performed no more than four times a year and will take six hours or less.
  • Regular maintenance windows and major upgrades are harmonized by region and will start at the following times:
    • Australia and Asia: SAT 3 p.m. UTC
    • Europe: SAT 10 p.m. UTC
    • Americas: SUN 4 a.m. UTC

Our Service Level Agreement (SLA) contractual addendum will be updated to reflect the new schedule.

Please drop us a line in the comments section if you have any questions, or contact your account executive.

If you are interested in learning more about our regular upgrades, check out our blog series where we post the details of every new release for SAP BusinessObjects Cloud. It covers all of the latest features and enhancements, and also provides links to related user guide content and video tutorials.

 


FAQs for the Service Level Agreement Addendum 052017 for SAP’s Cloud Solutions

What is the SLA for SAP Cloud Operations?

We have now One SLA contract for all major cloud solutions with harmonized system availability, service level definitions. Standardized system availability with a minimum of 99.5% for major Software-as-a-Service Solutions and 99.9% for major Platform-as-a-Service Solutions.

 

Where to find the latest SLA (Service Level Agreement) addendum?

The current version of the Cloud Service SLA addendum can be found via https://www.sap.com/about/agreements/cloud-services.html?search=Service%20Level%20Agreement&sort=latest_asc

 

How is “Downtime” defined?

“Downtime” means the Total Minutes in the Month during which the productive version of the applicable Cloud Service is not available, details can be found in the SLA addendum.

How is System Availability (in %) calculated?

 

 

What solutions have been considered for setting the SLA baseline of min 99.5% (SaaS solution) and min 99.9% (PaaS solution)?

SAP now confirms that all our major solutions (Fieldglass, Concur, Ariba, Successfactors, SAP Cloud Platform Classic, Cloud for Customer, and Hybris Commerce) follow the standard SLA of min 99.5% (SaaS solution) and 99.9 (PaaS solution).

For example, Fieldglass has changed its SLA from 99% to 99.5%, Concur from 99% to 99.5%, and Cloud for Customer from 95% to 99.5% (for single services).

 

What is the impact for customers regarding higher contractually committed availability?

SAP now contractually commits a harmonized contractually committed solution availability for major solutions to our customers, improving the SLA for single solutions. In case SAP does not fulfill the committed availability customers may claim a credit (details can be found in the SLA addendum).

When is the SLA change effective?

The change is effective on May 20th, 2017.

Who to contact in case of questions?

Contact your local support team.

Are there any exceptions to the above mentioned regular maintenance window harmonization?

All exceptions (e.g. because solutions have major business on weekends) are noted in the official SLA addendum.

Is HANA Enterprise Cloud (HEC) affected by the maintenance window harmonization?

No. Since HEC is a private managed cloud offering, customers can choose their maintenance window individually.

Where can I find additional information on SAP agreements?

The link to all SAP cloud agreements can be found here:

https://www.sap.com/about/agreements.sap-cloud-services-customers.html

Where can I find more information about the Data Center locations of SAP Cloud Services?

The link to a list of Data Centers that SAP Cloud Services are offered from can be found here:

https://assets.cdn.sap.com/content/dam/site/agreements/product-use-and-support-terms/cls/en/list-of-data-centers-for-cloud-services-english-v7-2016.pdf

 

Where can I find details about the new time zone concept?

The following tables provide information on specific time zones and how they are affected by the harmonized maintenance slot:

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