SAP Knowledge Base Article - Public

2492733 - Service level agreements (SLA) and support policy overview for SAP Analytics Cloud customers

Symptom

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Environment

  • SAP Analytics Cloud (Enterprise)

Resolution

  • Release plans / schedule:
  • Maintenance Windows and Release Notifications:
    • Version updates are expected during a predefined maintenance window. SAP Analytics Cloud has a weekly maintenance window and it will be unavailable during the times and duration listed in the following location: Maintenance Windows and Major Upgrade Windows for SAP Cloud Services. The mentioned duration defines the maximum scheduled downtime. The actual downtime during these windows can vary (partial consumption). Unless otherwise stated, all times are specified in Coordinated Universal Time (UTC). See section 4. Maintenance Windows for SAP Cloud Services in the SLA for SAP Cloud Services document for more specific information on dates and times (APJ: Saturday 3 pm UTC  / Europe: Saturday 10 pm UTC / Americas: Sunday 4 am UTC).
    • A system message indicates that the system is under maintenance.
    • An informational bar (banner) may also appear in the application before/after the update notifying users about upcoming updates, new releases and system downtime.

NOTE: If you require detailed SLA information specific to your individual system, please reach out to your Account Manager (AE) or Customer Experience Manager (CEM) as this request is out of scope of Product support. Please see SAP Note 2706322 - What is Support – What is Consulting: Cloud Solutions.

See Also

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Product

SAP Analytics Cloud 1.0