SAP Knowledge Base Article - Public

2778350 - Service level agreement (SLA) violation credit for SAP Analytics Cloud (SAC) & SAP Digital Boardroom

Symptom

  • A service level agreement (SLA) violation for which the customer may request an SLA credit related to SAP Analytics Cloud (SAC).
  • Productive systems only.

Environment

  • SAP Analytics Cloud

Cause

Resolution

  1. To claim the SLA credit for SAP Analytics Cloud, a customer incident needs to be created either with the component XX-SER-SLACREDIT with a priority of Low.
    See the following note for more information: 2829755 - SLA Credit for SAP Cloud Services.
  2. To process the claim, the following information is required:
  • Customer name.
  • Customer ID.
  • Month impacted by the downtime.

Provide the following information:

  • Cloud order impacted by the downtime.
  • System ID (URL).
  1. After the claim and availability percent (%) for the respective month has been verified, the support contact will trigger the process for the SLA credit and keep the customer informed about the progress.
  2. Once the credit note has been issued, the reporter of the incident will be informed about the credit note number.
  3. The credit will be applied to a future invoice relating to the SAP cloud service that did not meet the system availability SLA.

See Also

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Product

SAP Analytics Cloud 1.0