SAP Knowledge Base Article - Public

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

Symptom

You might have questions like:

  • Where can I find service level agreements (SLA) for SAP Analytics Cloud?
  • 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?
  • 2728183 - Why is my SAP Analytics Cloud system on version 2018.19.5 / 2018.19.X?
  • 2757726 - Is SAC Down? Cannot access SAP Analytics Cloud (SAC), can't access SAP Analytics Cloud, is SAP Analytics Cloud / SAC Unavailable?, SAP Analytics Cloud service disruption event?

Environment

  • SAP Analytics Cloud

Resolution

  • Service level agreements (SLA):
  • Release plans:
    • The maintenance schedule is not officially released, but you can expect it quarterly. See 2728183.
    • 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.
  • Release Notifications:
    • Version updates are expected during a predefined maintenance window. 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 and after the update notifying users about upcoming updates and system downtime.
  • More questions?

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 2706322 - What is Support – What is Consulting: Cloud Solutions.

See Also

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Keywords

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Product

SAP Analytics Cloud 1.0