2871614 - SuccessFactors | Contractual Maintenance Notification Changes

• Which notification does SuccessFactors send to customers regarding the data center's maintenance?
• Will Regular Maintenance Window events trigger notifications to customers?
• Will the customers be notified in outage occurrences?
• Will the customers be notified of planned release updates?
• Will unplanned events — such as emergency maintenance — trigger a notification to customers?

• SAP SuccessFactors HCM Suite
• SAP for Me

SAP SuccessFactors has revised the notification distribution procedure as part of our continued efforts to improve customer experience and services.

The following is an overview of the maintenance notification policy for the SAP SuccessFactors solutions: HXM Core, Recruiting Marketing, Jam Collaboration, Jam Communities, Learning, Onboarding, and Workforce Analytics.

• A calendar of quarterly planned events (Contractual Maintenance and Major Releases/Upgrades) is published in Cloud Availability and displayed as announcements 30 days before the start of each quarter.
• An e-mail reminder notification is distributed via e-mail for all Major Releases/Upgrades events five (5) business days before the scheduled event. The Cloud Availability Notifications user guide provides details for managing notification subscriptions.
• Status updates are regularly published during planned events (Contractual Maintenance and Major Releases/Upgrades) in Cloud Availability.
• After each planned event concludes, customers receive completion notifications via e-mail, also published in Cloud Availability.
• In the event of an unexpected service disruption or degradation, we provide the following notices: initial, periodic updates, and resolution, which are sent via e-mail and published in Cloud Availability.

# Frequently Asked Questions - FAQs

• Will I receive a five (5) business day e-mail notification before the regular maintenance window?
• No. In December 2019, SAP SuccessFactors announced that the five (5) business day e-mail notifications for the scheduled Contractual Maintenance windows would cease.
• Will I still receive a five (5) business day e-mail notification before the Major Upgrade Window?
• Yes. For Major Releases/Upgrade events, SAP SuccessFactors sends a five (5) business day reminder notification before the planned event via e-mail and publishes it in Cloud Availability.
• How can I expect to learn about the status of ongoing planned events?
• All status update notifications for planned events are published in the Cloud Availability only. Customers should view the planned events' ongoing status in the Cloud Availability.
• Will notifications be sent for emergency or short-notice maintenance events outside the established Regular Maintenance window?
• Yes. SAP SuccessFactors will send an announcement and a completion e-mail notification for all Emergency or short-notice maintenance events. Additionally, please note that planned maintenance events that require downtime outside the established contractual maintenance window are managed as Emergency or Short-term Maintenance events.
• Will the Cloud Availability have a different event type for Major Upgrade versus Regular Maintenance events?
• Yes. In Cloud Availability, multiple event types (Major Upgrade and Maintenance) distinguish the planned activity.
• What happens if a maintenance window is not used?
• When a maintenance window is unutilized, the planned maintenance window will remain unchanged in Cloud Availability, and no notifications will be sent.
• What other changes are on the roadmap, and when will they be delivered?
• SAP continues to work diligently on improvement to all SAP Cloud Services. As such, we will send an e-mail notification to advise you of the enablement date of all future enhancements. Our progress will enable us to maintain the quality of delivery standards our valued customers deserve.

KBA 2115584 - Add/remove a user for outage, data center maintenance, downtime, or release information notifications – SAP SuccessFactors

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