- Service level agreement (SLA) violations for which the customer may request SLA credits related to SAP Analytics Cloud (SAC).
- Productive systems only
- SAP Analytics Cloud
- The system availability SLA is outlined in the Service Level Agreement for SAP Cloud Services and the SAP Analytics Cloud Supplemental Terms and Conditions for the productive version of the applicable SAP Cloud Services to which the customer has subscribed to in an order form with SAP.
- In case of SAP's failure to meet the System Availability SLA, customers can claim a credit described in the Credit section of the Service Level Agreement for SAP Cloud Services.
- Claims under this Service Level Agreement for SAP Cloud Services must be made in good faith and by submitting a support incident within thirty (30) business days after the end of the relevant month in which SAP did not meet the System Availability SLA.
- To claim the SLA credit for SAP Analytics Cloud, a customer incident needs to be created either with the component LOD-ANA-BI with a priority of Low.
- To process the claim, the following information is required:
- Customer name.
- Customer ID.
- Month impacted by the downtime.
If possible, provide the following information:
- Cloud order impacted by the downtime.
- System ID (URL).
- After the claim and the 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.
- Once the credit note has been issued, the reporter of the incident will be informed about the credit note number.
- The credit will be applied to a future invoice relating to the SAP cloud service that did not meet the System Availability SLA.
- How to find User Assistance for SAP Analytics Cloud?
- Have a question? Ask it here on the SAP Community. Or reply and share your knowledge!
- 2487011 - What information do I need to provide when opening incidents with SAP Analytics Cloud (Hint: Use component LOD-ANA*)
- SAP Analytics Cloud > Learning > Guided Playlists
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