2535588 - Learning Management System - Data Backup Procedures and Restore Process

• I'd like to request a LMS backup;
• How do I restore a LMS backup?
• I'd like to gather more information about disaster recovery for LMS.

SAP SuccessFactors Learning

To check backup procedures, please see the Cloud Service Specifications.

• This document details the steps taken by SAP in the event of a data center or more being disabled temporarily or permanently and explains our back up processes.
• Successfactors keeps up to 30 days worth of backups of customer data, primarily for backup recovery purposes. Our goal is to have the ability to restore data at any point in time within the 30 day window.

Customers are also recommended to back up their configuration and data on their end from the application - especially before performing a refresh or a significant data upload in the system:

• custom notification templates;
• custom reports or certification templates;
• custom labels (save the import file used to load the labels in the system);
• configuration files in system admin > configuration > system configuration;
• save one Connector input file (per used connector) per month can be used as backup.

Next, please raise an case with component LOD-SF-LMS to request a Data Backup or Restore.

# Backup request must-know information:

• Database dumps, snapshots or backups cannot be provided to your FTP after the contract is terminated / ended, as it contains internal proprietary data owned by SuccessFactors and thus violates several security guidelines;
• The backup time retention possibilities are 30, 60 or 90 days. No other ranges are eligible at the moment;
• All Backups will be scheduled only from Monday to Thursday, outside of standard peak busy hours respective to the DC Region Time:
• EU: M/F 08:00 – 20:00 GMT
• US: M/F 08:00 – 20:00 US/ET
• AU: M/F 08:00 – 20:00 AU/ET

# How to raise a Learning backup request:

1. Raise a new low/medium support case under the component LOD-SF-LMS;
2. Within the request description, please kindly provide:
1. Learning environment URL (example: company.plateau.com)
2. Time/date slot of your preference
3. Desired retention period
3. SuccessFactors Support Team will work internally with Operations Team on your request.
4. You'll be informed if this can be successfully scheduled.

# Requesting a database roll-back / restore

The Product is a full database backup on a weekly basis and incremental backups are taken daily; however only full DB backups can be used for DB restore requests.
It is recommended to engage Professional Services instead for bad data entry correction. See KBA 2149831

Note DB restore is considered service request under Medium priority & will take time for Operations to extract the DB restore point to a tenant and then additional time to schedule the restore similar to a DB instance refresh.

Please attach an approval email (in .msg format) sending from your company domain and include below information.

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I approve the backup restoration of the LMS system "XXXX" (Sys number XXXXX) from LMS system "XXXX" (Sys number XXXXX)

• Business Impact -
• Source Company Instance - xxxx (Sys number) xxxxx
• Target Company Instance - xxxx (Sys number) xxxxx
• Restore Date and Time - (State your timezone or convert to UTC time)
• Data Center -
• Preferred refreshing date and Time -

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Support will take forward the request to Operation team and conduct the restore. Please note that any data created between the restore point and the date that the restore happens will be wiped. Take necessary planning to prevent user access or pull any data that might need to be re-created after the database is rolled back. This should only be done in the most dire situations and may require Professional Services to assist after DB restore as out of scope of Sf Support.

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