2116126 - Service Status Dashboard and Scheduled Maintenance FAQ - Platform Services & Tools

SAP Knowledge Base Article - Public

2116126 - Service Status Dashboard and Scheduled Maintenance FAQ - Platform Services & Tools

Symptom

  • We've listened to your calls for a more intuitive and helpful way to check the status of your system. 

Environment

  • Platform Services & Tools

Resolution

Cloud Status Dashboard for SuccessFactors:

https://support.sap.com/kb-incidents/cloud-status-dashboard.html

 

 

Key Concept Review: False Positives

 outage_dashboard_v4.jpg

  • Please note that the status of each data center displayed on the dashboard actually represents an aggregation of data pools, products and entities like our FTP servers. Because of this aggregation, there can sometimes be false-positives displayed at a data center level that may not necessarily affect your application.
    In this example, while the incident only occurs in one data pool (red), the dashboard may report an incident for the entire data center serving that data pool (s), product types, and entities like a FTP server that are unaffected.

 By providing insights into the current and historical status of your data center, you can quickly identify whether an incident is occurring.  

 

If the video below is not available, please refresh your browser.

 



 

Upon logging in with your Support Portal credentials, you can click on an incident to learn more about an ongoing incident. 

clickJPG.jpg

  • clickJPG2.jpg

     

    dashboard_1.png
     
  •  For an at a glance view of today's status, please review the dashboard's Current Status (top row).  To determine your data center, review the 'Determining Your Data Center' FAQ.

        dashboard_2.png

 

Historical Information 

  • Historical information is archived for up to 30 days.* You can review previous incidents by using the scroll bar at the bottom of the dashboard.

 

Scheduled Maintenance

  • A scheduled maintenance window is defined as a period in which SuccessFactors’ service may be down for maintenance.  To read more about contractual maintenance windows, which are regular times SuccessFactors may utilize for scheduled maintenance, please click here.
     
  • You can view upcoming scheduled maintenance by visiting the Cloud Service tab in the SAP Support Portal and clicking the Scheduled Maintenance link.

       

        Scheduled-Maintenance-Components.jpg

(1)  Maintenance Types
  • Scheduled: Typically, scheduled maintenance is announced 3 business days in advance of the maintenance windows outlined in the link above.
  • Emergency: While we strive to give you as much advanced notice as possible, at times we may need to perform emergency maintenance on any of the maintenance situations outlined below.  Although we typically provide at least 6 hours of lead time, a notification in some situations may be provided as close as one hour prior to the maintenance window.
(2)  Maintenance Descriptions
  • Infrastructure Maintenance
  • Application Maintenance
  • Code Release
  • Network Maintenance
  • Database Maintenance
(3)  Modules

Maintenance windows may affect one or more of the following modules, as noted in the Scheduled Maintenance table:

  • BizX (includes the following products):
    • Platform
    • Performance & Goals
    • Calibration
    • Compensation Management
    • Employee Central
    • Onboarding
    • Recruiting Management
    • Succession & Development
  • SAP Jam
  • Jobs2Web (Recruiting Marketing)
  • LMS (Learning Management System)
  • Mobile
  • WFA (Workforce Analytics)
  • WFP (Workforce Planning)
(4)  Impact
  • Intermittent Access: End users may have access to your system throughout the maintenance window, but may experience slow performance in the affected module(s) until the maintenance window is complete.
  • No Access: End users will not have access to your system during the maintenance window.
(5)  & (6) Datacenters & Local Times

Please note: the (5) Start Date and Time and (6) End Date and Time of each maintenance window reflect the local time zone of the affected datacenter.  The time zone of the maintenance window can be found here:

     Scheduled-Maintenance-components-2.jpg

FAQ

1.) Does this Service Status Dashboard replace the current incident communication process? 

Currently, the Service Status Dashboard should be viewed as a complementary resource and we will continue to send email and Twitter notifications per today's process. If we plan to update this process we will give you advanced notice. 


2.) Is the dashboard available to Learning Management-only customers?

Yes. The majority of SuccessFactors customers reside on the data centers displayed within the Service Status Dashboard. If the tips above to determine your data center do not help you, please contact Customer Success for more information. 

3.) An incident is reported and I want to see ongoing updates--what can I do?
The high-level status of a data center is available on the 'Current Status' row; to see the current status of an issue, hover over the incident.

 

4.) I have a few ideas to improve it; how can give feedback to the SuccessFactors team? 

Please email our development team with general feedback and suggestions. 
 

5.) I may have had an incident previously which I don't see on this dashboard, why is that?  
Our team is committed to reporting all high impact incidents which affect multiple customers. Because of this, some incidents may not always be reflected on the Service Status Dashboard.  

If you are having a service issue and it does not seem to be reflected within the dashboard, please feel free to contact Customer Success as you normally would so we can assist.

 

6.) What do the icons of the Service Status Dashboard represent?
 

iconNormalsml.png  - All services are available and operating normally. 

iconNormalInfosml.png  - A service interruption was restored.

iconInterruptsml.png   - There may be an intermittent performance or connectivity issue with a product or process. 

iconOutagesml.png    - There may be a wide spread performance or connectivity issue with a product or process. 

iconInfosml.png    - Minor incidents that affects several customers or additional information regarding the status of a data center.

iconServicesml.png   - Scheduled, unscheduled maintenance, and patch upgrades.

 

7.) What is a data center? 
A data center is a facility which is used to store SuccessFactors systems and contains multiple smaller components, known as data pools. For the overarching relationship between a data center and data pool, we've put together an image at the top of this FAQ.
 

 

8.) How far in advance can I expect to receive notification about upcoming scheduled maintenance?

 

With the exception of our quarterly product releases, which are scheduled for the year, we typically will inform you up to 5 business days in advance of any scheduled maintenance.  Please see the definitions for both scheduled and emergency maintenance at the beginning of this section.

 

9.) I have both SuccessFactors LMS and BizX applications.  Which datacenter should I check for maintenance?

 

If you have applications that reside on multiple datacenters, like SuccessFactors Learning module and BizX applications, you will need to check the appropriate datacenter for both.  If you are unsure about which datacenter your BizX system resides on, please check the Determine Your Datacenter section of this article.  If you are unsure about the datacenter your Learning module utilizes, please submit a case with Support.
 

10.) I work for a federal organization and I don’t see our maintenance windows on the Scheduled Maintenance page.

 

Due to our agreement with your organization, we will not publish information regarding scheduled maintenance specific to federal organizations on the Scheduled Maintenance page.  You will still receive email notifications regarding this maintenance.

11.) Why doesn’t the Service Status Dashboard have scheduled maintenance windows listed on it?

 

The historical information listed on the Service Status Dashboard is designed to give you information regarding unscheduled incidents that may affect your datacenter; and therefore, will not contain information regarding scheduled maintenance windows.  To find information about scheduled maintenance windows, please visit the Scheduled Maintenance page. 

 

12.) What is the relationship between the Service Status Dashboard and the Scheduled Maintenance page?

 

The Service Status Dashboard describes unscheduled system outages and the status of any ongoing issues, while the Scheduled Maintenance page is a preview of future scheduled maintenance windows.

 

13.) SuccessFactors has a policy of making weekly patches - what is the process for these weekly patches and how are they related to the quarterly releases?

SuccessFactors weekly patches are not explicitly related to the SuccessFactors quarterly releases.

About SuccessFactors Weekly Patches
SuccessFactors might regularly deploy small fixes to the main applications in the form of a weekly patch. These are deployed to the local datacenters on Friday nights and do not require downtime.

Expected Communication
Due to the fact that the issues being addressed within a patch are often specific to a custom configuration, which is not, in general, broadly applicable to other configurations, as a matter of policy we do not communicate the specific details of each weekly patch to all Support Contact Administrators.

 

However, should a Support Contact Administrator submit a case which is then identified as being related to a known patch, Customer Success may then update the submitted case with the relevant patch details. In general, because all customer issues should be submitted via a support case, impacted customers are given a proper level of insight into relevant information. 

 

Items to Consider

 

Weekly patches are subject to similar scrutiny as the Engineering and  QA teams apply to the Quarterly Releases. Nonetheless they are small and limited to high priority production defects that impact the stability of the SaaS environment.

 

In addition, a classification exists of ‘Emergency Patches’ which resolve business-critical issues that prevent the SaaS environment from being operational. These  might need to be deployed at times other than the scheduled weekly patch window on Friday nights, but affected Support Contact Administrators will be notified through the standard outage communication process. 


14.) How do I know  which data center my SuccessFactors application utilizes?

1.) From within the BizX application:

a.)  Navigate to the bottom of any page and click the hyperlink ‘Show version information.' 

    showversioninfo.jpg

b.) After clicking ‘Show version information.’ you can find your data center by referencing the ‘Server’ field. Within the ‘Server’ field, you will find a long series of numbers and letters.  The third, fourth and fifth character will indicate which data center you should refer to. 

In this example, ‘DC4’ is the corresponding data center:

   Datacenterinfo.jpg

 

2.) From your BizX URL

 

a.) You can determine your data center by looking at the URL when you access your BizX application. In the URL, the digit following the segment 'performancemanager' denotes the data center. 

 

Example:

 

https://performancemanager4.successfactors.com/login?company=sf& resides on our 'DC4' data center. 

Keywords

KBA , LOD-SF-PLT , Foundational Capabilities & Tools , How To

Product

SAP SuccessFactors HCM Core all versions