SAP Knowledge Base Article - Public

2850263 - Service level agreements (SLA) for SAP Analytics Cloud partners (partner test & demo and classification: partnerTest)?

Symptom

You might have questions like:

  • Where can I find service level agreements (SLA) for SAP Analytics Cloud (SAC) Partner Test & Demo systems (Classification: partnerTest)?
  • Can I use my Partner Test & Demo system for productive usage?
  • Does my Partner Test & Demo system have the same SLA as a production SAC system?
  • Are there planned schedules available when SAP Analytics Cloud gets updated?

Environment

  • SAP Analytics Cloud (Enterprise)

Resolution

As stated, in the SAP Cloud Services Partner Test and Demonstration License agreement:

  • Partner is not permitted to use the Cloud Service productively nor may Partner provide third parties access to the Cloud Service for productive use.
  • Partner may not connect the Cloud Service to a productive IT environment.
  • Furthermore, Partner may not use the Cloud Service for preparation of productive use by a prospective customer of Partner.

In addition:

The Service Level Agreement (SLA) for SAP Cloud Services sets forth the System Availability Service Level Agreement (“SLA”) for the productive version of the applicable SAP Cloud Services to which partner has subscribed (“SAP Cloud Services”) in an Order Form with SAP, since the Partner Test & Demo system is NOT a productive system, SAP intends to meet the SLA referenced in the Product-Specific Supplements and the Service Level Agreement for SAP Cloud Services, however such service levels shall not be binding upon SAP and the Partner shall have no claims against SAP under this Agreement.

  • Service level agreements (SLA):
  • Release plans:
    • The maintenance schedule for partner test & demo (T & D) systems occurs quarterly. 
    • Quarterly updates are usually planned for January, April, July, and October each year. One month before the dates listed in the Releases column in SAP Note: 2888562 - Intelligent Enterprise Suite: Harmonized release calendar for SAP Cloud products
    • Every time an updated version is deployed, SAP publishes official content documenting new changes and functionalities. See Product Updates and Plan.
    • You can find a complete list of updates and new changes to SAP Analytics Cloud from the application's Help Center. Log on to your system and select the help / question mark icon (?) and click What's New.
  • Release Notifications:
    • Version updates are expected during a predefined maintenance window. 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 and after the update notifying users about upcoming updates and system downtime.
  • More questions?
    • More questions and answers can be found in the official quick answers (FAQ) resource.
    • See SLA Update for SAP Analytics Cloud.
    • Direct contact in case of license questions, contract questions, renewals, terminations, tenant owner changes and migration issues:
      • E-mail the following team at tdd@sap.com or reach to your partner manager at SAP.

NOTE: If you require detailed SLA information specific to your individual system, please reach out to your Partner manager or Account Executive (AE) as this request is outside the scope of Product support. Please see 2706322 - What is Support – What is Consulting: Cloud Solutions.

This note reflects the current state of planning and may be updated without notice.

See Also

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Product

SAP Analytics Cloud 1.0