2751824 - How to Request Tenant Refresh for SAP Cloud for Customer

How to request for tenant refresh in SAP Cloud for Customer, below are the few examples:

• Tenant Refresh Process.
• Different Type of Tenant Refresh Process.
• How to Request Tenant Refresh.
• Restrictions of Tenant Refresh activity.

This is only relevant for SAP Cloud for Customer, in regards to SAP Marketing Cloud, a tenant refresh is not supported. Please consider this when planning your activities.

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental. 

SAP Cloud for Customer

This process provides you the flexibility where you can request for a tenant refresh of an existing tenant.

Tenant Refresh can be triggered from Service Control Center.

We provide Two different Type of Tenant Refresh and those are listed below:

1. Empty Tenant refresh:

• The Empty tenant refresh process contains of the following steps:
1. Empty/delete the data from the source tenant (which requires a downtime about at least 4 hours)
2. No changes done for the tenant identities (tenant ID and tenant URL will be untouched)

This means that we only delete the data from source tenant (source tenant can be a test OR productive tenant) and make source tenant as fresh empty tenant and tenant ID & tenant URL will remain same.

A. Empty Tenant refresh - Test Tenant: 

• An existing test tenant can be emptied of all residing data via this method. The URL and tenant ID of tenant remains the same, however there will not be any data in the tenant.
• You can follow the below steps to trigger the Empty tenant refresh for your test tenant:
• Go to Service Control Center Work center
• Go to Systems view
• Select the System which you want to refresh and click "Refresh System"
• Under Refresh Type select "Empty System refresh" (as shown below screenshot)
• Input the Downtime details and click Ok. (Upon successful request you will get the successful message at the bottom)
• 
  

B. Empty Tenant Refresh - Production Tenant: 

• An existing production tenant can be emptied of all residing data via this method. The URL and tenant ID of tenant remains the same, however there will not be any data in the tenant (This can be achieved by triggering an Empty Tenant Refresh after which all existing data will be deleted and customer will get an empty tenant with same Tenant ID and URL as the tenant that got refreshed. All Master, transactional data and implementation data will be triggered for refresh).
• To request Empty tenant refresh for your production tenant request you to reach out to SAP Support by creating case from your different (test) tenant.
• In the case you need to provide the details like - Production tenant URL, Tenant ID, Requester Name/Email, Downtime in which refresh should be performed.

Note: For the Empty Tenant Refresh, Refreshed Source tenant will be fresh empty (no data) tenant with the same Source Tenant URL & ID.

2. Tenant Refresh from Source System:

• The tenant refresh from Source System process contains of the following steps:
1. Copy of the source tenant (which requires a downtime about at least 4 hours)
2. Switch of the tenant identities (switch of tenant ID and tenant URL)
3. Invalidation/Decommissioning of original test tenant

This means that we do a full copy of a source tenant (source tenant can be a test OR productive tenant) to the target tenant (target tenant can only be test tenant) and switch the identities (tenant ID and URL) of the test tenant which should refreshed. In the end, the original test tenant will be decommissioned by this process.

• The result of this process is to retain the URL and tenant ID of an existing test tenant and to refresh it with data of source tenant.
• Supported Scenarios for Tenant Refresh with Source system are, Production to Test Refresh & Test to Test Refresh.

For example, a tenant refresh can be used for integration tests of an SAP Cloud for Customer test tenant which is already integrated with an ERP system and testing requires new data of the productive tenant.  

• You can follow the below steps to trigger the Tenant Refresh from Source system:
1. Go to Service Control Center Work center
2. Go to Systems view
3. Select the System which you want to refresh & click "Refresh System"
4. Under Refresh Type select "Refresh from Source System" (as shown below screenshot)
5. Input the all the details and click Ok. (Upon successful request you will get the successful message at the bottom)
   
   

• Select Copy All Attachments to include Attachment tables in the copy. This is excluded by default (recommended). Selecting this option will drastically increase the source downtime required for tenant copy.

• Choose Copy Change Documents to include Platform Change Document in the copy. This is excluded by default (recommended). Selecting this option will drastically increase the source downtime required for tenant copy.

Please note that the refreshed tenant will be available 8-10 hours after release of the source tenant. During this time the refreshed tenant will also be unavailable.

To check the update of refresh, Kindly go to Service Requests under Service Control Center Work center.

Restrictions

1. When customer-specific solutions (PDI solutions/one-off projects) are in place, this will only work when versions of existing customer-specific solutions are the same in source tenant and tenant to be refreshed.
2. If you have open cases on the tenant to be refreshed and you do not want to confirm them, we cannot execute this process.
3. Customers who have closed their first implementation project (go-live) have to ensure that all open change projects are closed in the source tenant, the tenant refresh process requires a clean-up of all change projects. The tenant refresh procedure does not support open change projects.
4. We can't select individually which tables are copied and which are not. We will proceed with either a Full copy for Refresh or an Empty Tenant refresh. I.e: "Please delete only the master\transactional data and maintain business configuration settings, KUT fields, Business Roles and Page Layouts". We will not proceed with such requests.

Upgrades & Restriction for the Tenant Creations

1. During upgrade, it is not advisable to terminate the tenants.
2. When a customer requests a production tenant during the upgrade or close to it, then the tenant delivery is delayed, because we have an upgrade version mismatch, i.e. if a customer requests for a production tenant with the solution profile copy from test. At this point the test is upgraded to new or higher version, but the production systems are not. Hence, we have to wait until the production systems are upgraded to the same version. Then only tenant creation can be done.

Important Notes:

1. While requesting a refresh, SAP can proceed with service request according to the SAP Sales and Service Core Supplement guidelines. Please check the information at SAP Trust Center.
   
2. if you have integration. Please read the blog Tenant refresh adaptation support for Integration - Part I BEFORE requesting a tenant refresh.
3. A minimum downtime of 4 hours is required for the source tenant during a tenant refresh. Please note that over and above 4 hours, downtime is subject to the size of the source tenant and will be estimated during request creation.
4. Tenant Refresh activity can only be performed outside of the contractual maintenance (CMP) window. It is also not possible to select between both CMP (target and source). Please select a downtime after or before the CMP of your systems.
5. Please note that the refreshed tenant will be available 8-10 hours after release of the source tenant. During this time the refreshed tenant will also be unavailable for use.
6. All communication arrangements have to be rebuilt for the refreshed tenant.
7. Certificate mapping should be redone on the refreshed test tenant. However, the refreshed production tenant will have the certificates already copied.
8. Incidents from Source tenant will not be copied to the refreshed test tenant.
9. Tenant Refresh service request is free of cost and it can be requested any number of time based on Customer Business need.
10. Source Tenant: Test/Production tenant, Target tenant: Test tenant only.
11. If an existing development tenant needs to be refreshed, save local all existing PDI solutions. Refreshed tenant is the clone of the source tenant, which will have only the PDI solutions of source tenant.
12. The tenant refresh is generally provided within 1 business day (From the start of scheduled downtime).
13. Tenant refresh process is only available for the Customer tenants. Demo or Reference or Partner Development Tenants are NOT supported.
14. All Open cases from the refreshed test tenant will be confirmed automatically.
15. Single-Sign-On (SSO) needs to be reconfigured in the target/refreshed test tenant.
16. After the refresh, Same User ID & passwords of source tenant can be used to log in to the target/refreshed test tenant, this will only be applicable when you request refresh the tenant from the source system.
17. Empty tenant refresh only retains the tenant ID and URL. All other details will get deleted.

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