2558766 - RCA-Downtime Notification Policy - Communication

RCA-Downtime Notification Policy -Communication

• SAP Cloud for Customer
• SAP Business ByDesign

The process of delivering downtime notifications and root cause analysis (RCA) to our customers IT contacts for outages and severe service degradations experienced with the SAP Cloud for Customer & SAP Business ByDesign.

We will inform our customers about unplanned downtimes of test and productive systems.

• A series of notification emails are sent to inform the customer about the downtime status.
• These notification emails are sent to the customer’s registered IT contacts.
• In case of an unplanned system downtime, first  downtime notification is sent.The customers will also receive interim update notifications about system status for downtimes that last more than 1 hour.
• In case the issue can be resolved immediately then “Issue Identified and Resolved” notification is sent. The customers will also receive interim update notifications about system status for downtimes that last more than 1 hour.
• Once the system reverts to normal behavior, customers are notified about restoration of normal service.

For all productive systems, root cause analysis (RCA) will be communicated to customers as soon as the root cause is identified.
However, the investigation takes sometime, you should receive the RCA on the next 14 days or sooner via the standard communication channel.

There is no need to open an case requesting it, as it is an automatic process.

RCA, Root Cause Analysis, Unplanned downtime notifications. , KBA , rca , root cuase analysis , unplanned downtime notifications , SRD-CC-CI-CCS , ByD Service Control Center , How To

SAP Business ByDesign all versions ; SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions