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

• SAP Analytics Cloud (Enterprise)

• The system availability SLA is outlined in Service Level Agreement for SAP Cloud Services and SAP Analytics Cloud Supplemental Terms and Conditions for the productive version of the applicable SAP Cloud Service.
• In case of SAP's failure to meet the system availability SLA, a customer may claim a credit described in the credit section of Service Level Agreement for SAP Cloud Services.
• Claims under this SLA for SAP Cloud Services must be made in good faith and by submitting a support case within thirty (30) business days after the end of the relevant month in which SAP did not meet the system availability SLA.

1. To claim the SLA credit for SAP Analytics Cloud, a customer case 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).

3. 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.
4. Once the credit note has been issued, the reporter of the case will be informed about the credit note number.
5. The credit will be applied to a future invoice relating to the SAP cloud service that did not meet the system availability SLA.

• 2492733 - Service level agreements (SLA) for SAP Analytics Cloud customers
• 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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