2492733 - Service level agreements (SLA) and support policy overview for SAP Analytics Cloud customers

You might have questions like:

• Where can I find service level agreements (SLA) for SAP Analytics Cloud?
• Where can I find the SAP Support policy, including scope, customer response levels, customer responsibilities and SAP Product Support responsibilities?
• What down time is expected for users?
• Are notifications sent or do they appear in the application while upgrades are being performed in SAP Analytics Cloud?
• Are there planned schedules available when SAP Analytics Cloud gets updated?
• When are the SAP Analytics Cloud releases and where is the release information?
• Where is the SAP Analytics Cloud Outage Information?
• What qualifies as a very high case for SAP Analytics Cloud?
• If you have a Partner Test & Demo system (Classification: partnerTest) see 2850263 - Service level agreements (SLA) for SAP Analytics Cloud partners.

• SAP Analytics Cloud (Enterprise)

• Service level agreements (SLA) and support policy overview:
• SAP Analytics Cloud is supported by the SAP Enterprise Support, cloud editions offering.
• Official information about SLAs can be found here: SLA Update for SAP Analytics Cloud and in Service Level Agreement for SAP Cloud Services.
• Official information about the SAP Support policy, including scope, customer response levels, customer responsibilities and SAP responsibilities can be found here: Support policy for Cloud Customers and the SAP Analytics Cloud product supplement.
  Note: Consulting / configurations requests and "how-to" and consulting / configuration type questions should be asked on our 3000+ member strong SAP Analytics Cloud Community: Ask a question.
• SAP Cloud Availability Center (personalized, at-a-glance view into your SAP cloud products with status and availability).
• For Credit Claims - Please refer to 2829755 - SLA Credit for SAP Cloud Services and make sure the case is created under the XX-SER-SLACREDIT component

• Release plans / schedule:
• Quarterly or bi-weekly updates based on your release cycle. See 2728183 and https://support.sap.com/maintenance-windows.
• Every time a new 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 or check the following blogs: SAP Analytics Cloud Product Updates.

• Maintenance Windows and Release Notifications:
• Version updates are expected during a predefined maintenance window. SAP Analytics Cloud has a weekly maintenance window and it will be unavailable during the times and duration listed in the following location: Maintenance Windows and Major Upgrade Windows for SAP Cloud Services. The mentioned duration defines the maximum scheduled downtime. The actual downtime during these windows can vary (partial consumption). Unless otherwise stated, all times are specified in Coordinated Universal Time (UTC). 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/after the update notifying users about upcoming updates, new releases and system downtime.

• More questions?
• See our onboarding resource center.
• More questions and answers can be found in the official quick answers (FAQ) resource.
• See SLA Update for SAP Analytics Cloud.
• SAP Note 67739 - Priority of problem cases.

NOTE: If you require detailed SLA information specific to your individual system, please reach out to your Account Manager (AE) or Customer Experience Manager (CEM) as this request is out of scope of Product support. Please see SAP Note 2706322 - What is Support – What is Consulting: Cloud Solutions.

• 2850263 - Service level agreements (SLA) for SAP Analytics Cloud partners (partner test & demo and classification: partnerTest)?
• 2757726 - SAP Analytics Cloud Outage Information
• 2778350 - Service level agreement (SLA) violation credit for SAP Analytics Cloud (SAC) & SAP Digital Boardroom
• 2752144 - SAP Analytics Cloud (SAC) & SAP Digital Boardroom customer cases with priority 1 (very high) terms and conditions
• SAP Analytics Cloud Feature Scope Description
• 2569847 - Where can you find SAC user assistance (help) to use, configure, and operate it more effectively?
• Have a question? Ask it here and let our amazing SAP community help! Or reply and share your knowledge!
• 2487011 - What information do I need to provide when opening an case for SAP Analytics Cloud?
• 2511489 - Troubleshooting performance issues in SAP Analytics Cloud
• Search for SAP Analytics Cloud content using Google or Bing:
• https://www.google.com/search?q=site%3Ahttps%3A%2F%2Fuserapps.support.sap.com+SAP+Analytics+Cloud
• https://www.bing.com/search?q=site%3Ahttps%3A%2F%2Fuserapps.support.sap.com+SAP+Analytics+Cloud
• Note: Add relevant text or warning/error messages to the text search field to filter results.
• SAP Analytics Cloud Connection Guide
• Getting Started with SAP Analytics Cloud Expert Community page
• SAP Analytics Cloud Get More Help and SAP Support
• Need More Help? Contact Support or visit the solution finder today!

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