3569808 - FAQ for C4C KSA Migration Project

• Queries about KSA Migration project.
• Who are in scope of the KSA Migration project?
• Who are impacted by the KSA Migration project?

SAP Cloud For Customer

How long does it take to migrate a tenant?

The migration of a tenant from our SAP Converged Cloud Data Center in Riyadh to the new Google Cloud Platform (GCP) Data Center in Damman is scheduled to happen within the Contractual Maintenance Period(CMP) window and hence should not take more than ~ 4 hours.

 

What is approximate downtime to migrate a system with X customers?

The migration of a tenant from our SAP Converged Cloud Data Center in Riyadh to the new Google Cloud Platform (GCP) Data Center in Damman is scheduled to happen within the Contractual Maintenance Period(CMP)  window and hence should not take more than ~ 4 hours.

 

Will customers be notified if so what is the communication plan?

The specific dates for end-user tenant migration will be communicated by the Lines of Business (LOBs) through a standard maintenance notification sent 60 days before the planned migration date. Please note that only customers who subscribed to Cloud System Notification Subscriptions (CSNS) will receive these notifications.

 

I have a question related to C4C KSA Migration Program. Whom shall I reach out to?

Please e-mail your question to: SAP_Cloud_Technology_EMEA@sap.com.

 

If a customer has Private edition, are we still moving them to the GCP?

Yes. Just like in the current data center, private edition customers will get their dedicated system in the GCP data center.

 

Will all attachments be moved during the migration as well?

Yes, all system data, including attachments, will be migrated.

 

What configuration steps must be executed by the customer during this migration?

All that customers need to do is to explicitly allow list the IP address of the new GCP Data Center. This IP address will be provided in the communication e-mail sent to the customer in advance.

 

Will the C4C URL be changed for the customers after the migration?

No. The C4C URL will not be changed. It remains as is.

 

Will the C4C Integrated systems be impacted post the migration?

No. There won't be any impact to the customers' backend systems which are integrated to C4C. However, the customer needs to allow list the IP address accordingly in their integration systems (for example SAP BTP Cloud Integration) for the integration to work properly.

 

Can the customer choose the migration date and day?

No. Since the migration will be done at system level (with multiple tenants running on a single system), it will not be possible to accommodate individual customer requests. This would impact the schedule for other customer tenant migrations belonging to the same system as well.

 

Will the C4C production tenant be migrated during weekdays?

No. We are planning to accommodate all the production tenants during the weekend. For KSA, this means that the migration of production tenants will be done on Friday or Saturday.

 

Will the production or test tenant be moved first?

A customer's test tenant will be moved first and only then, within a span of few days/weeks, the production tenant will be moved.

 

Can there be new development activity during this activity?

Yes. However, once the test tenant is migrated to the GCP Data Center but the production tenant has not yet, the customer will not be able to transport the objects between these environments. This will be possible again once also the production tenant has also been moved to the GCP Data Center.

 

Does moving to GCP mean the customer can use other GCP services as well?

No. The GCP account will be fully owned and maintained by SAP. Customers will not have access to it.

 

Will there be any performance increase in using SAP Sales and Service Cloud after moving to GCP?

The performance of SAP Sales and Service Cloud depends on various factors, it would be difficult to conclude whether there would be a performance increase or not. 

 

Can the customers de-commission or request a new tenant during this migration?

The de-commissioning of a tenant can still be accommodated. If there is a new tenant request that needs to be created during this migration, customers should get in touch with their Customer Success Partner before raising a request in the system.

 

Do you have any experience in the C4C tenant move out approach before?

Yes. We have already executed more than 150 tenant move outs in past years.

 

How will this program impact customers already live on C4C?

There won’t be any impact on the customers who are already live. Since, the move to GCP would take place within the CMP window. However, for the post-migration, to ensure seamless working of C4C, customers must allow list the required IP address sent by SAP.

 

Are the changes going to impact the TLS versions? 

We are supporting TLSv1.2 and TLSv1.3 in the new DC and it is SAP standard supporting protocol across all the DCs of C4C.

No changes from the existing supporting protocols and it is the same in new DC.

 

Do we have to adjust any settings for our existing inflow in BTP neo?

If customer CPI is connected to C4C via C4C URL, and there is no change in CPI, then no additional step is required as C4C URL stays same after migration to GCP. Should customer's CPI undergo a migration, it will be necessary for the customer to check the communication arrangements in the C4C tenant.

 

Are there going to be new certificates for the tenants?

No. it would be the same certificates.

 

Are we using zero downtime movement?

No.

 

Is there any change which may impact outbound connections specially for odata like certificate/tls/principle propagation etc?

No changes in the certificate and the tls.

 

Is the existing static public IP going to be attached to the tenant URL post move? or any changes?

After the migration, the original IP address of the tenant URL will be replaced by a new target IP address. If you have DNS override mechanism or IP allow list implemented for your integration system, and IP allow list for email traffic, then the IPs need to be adapted. 

Please check SAP Note 3193919 - IP Address Ranges for Cloud for Customer Data Centers, look for IP Ranges for GCP data centers (XPA DC for PS/CNI customers, XPC DC for private sector customers), IP Ranges for Mail Traffic-GCP, and change your settings accordingly. 

Please refer to SAP4ME for the migration schedule and checklist.

 

Any DNS level changes which may impact our connectivity/ network performance?

No, there should not be any impacts.

 

What support channels or dedicated assistance will be available to customers during the migration window in the event of any issues or unexpected disruptions?

• Case creation is mandatory from customer to coordinate SAP support and facilitate communication
• Customers can also contact CIC Center hotline (KBA 560499 - Customer Interaction Center: Hotline - Email - Chat)
• Customer must create a very high(P1) priority support case, ensure that ‘KSA Migration’ is included in the ticket title for appropriate escalation and attention, and inform CSP via email, CSP will escalate internally to Mission control center and relevant teams for issue investigation.
• SAP Hypercare would be provided to customer.
• KSA migration related incidents will be handled on priority.

 

What is the rollback plan?

From planning perspective backout plan is available. Before migration to GCP tenant will be shutdown. During the migration process if any unexpected technical issue occurs, we can rollback to original state before migration and bring up services. However, once tenant is successfully migrated to GCP and live, no rollback possible to previous DC.

3494628 - KSA Migration Project - FAQ

Data center migration, KSA migration, Riyadh, Dammam, GCP,  , KBA , LOD-CRM-ADM , Administration UI , Product Enhancement

SAP Cloud for Customer core applications 2505