SAP Cloud Platform SLAs and ITSM Process

1© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ Public
Lisa Haag, SAP Cloud Platform | Strategy & Product Management
SAP Cloud Platform
Service Level Agreement and ITSM process
Nov 19, 2018 Ver 1.5

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Disclaimer

• Introduction to SAP Cloud Platform SLA
• SAP’s ITSM Process
How SAP delivers 99.9% availability
• Where to Find Information
• Support
• What’s Coming
Upcoming process improvements and product enhancements
Agenda

Introduction
SAP’s Cloud Platform’s SLA

The SLA Defines SAP Cloud Platform’s Availability
3rd party applications
Custom applications
Productive subscription packages or consumption-based services:
• Business Services
• Platform Services
• Data & Storage Services
• Dev / Ops Services
Data Centers
SAP S/4HANA CloudSAP Connected Goods SAP Digital
Payment
SAP Analytics
Hub
Ecosystem
SAP Ariba
SAP Concur
SAP Fieldglass
SAP SuccessFactors
SAP Hybris
SAPCloudPlatformSLA
Explore available services in the capabilities section and use cases section of cloudplatform.sap.com
SAP Cloud Applications
SAP Cloud Platform
OrchestrationLayer
HANA Enterprise Cloud
Orchestration Layer

Where Is the SLA Defined?
Overview
The order form
incorporates several
other documents and
addendums.
SAPTrustCenter - Agreement and Contracts
Service
Description
Guide
Cloud Services Supplemental
Terms and Conditions
Service LevelAgreement for SAP Cloud
Services

Service Level Agreement for SAPCloud Services
Amended to 99.9% by the
Supplemental Terms and
Conditions
Baseline document for all SAP
Cloud services

Planned Maintenance
The Duration and MaintenanceWindows are defined in section 4 of the Service Level Agreement document
Cloud service Regular Maintenance Major Upgrades
 Maintenance windows are
excluded from system
availability calculations
 Details and dates for scheduled
maintenance is available from
statuspage.io at least 4 weeks
in advance
 Usually major upgrade windows
include activities such as
database fixes and security

SAP Cloud Platform SupplementalTerms and Conditions
• Sets the SLA for SAP Cloud Platform to 99.9%
• Any services with deviations to this are specifically listed in the Service Description
Guide

Service Description Guide
• Preconditions or Variations from the
99.9 % SLA
• Also provides information about:
• Individual cloud services
• Cloud Packages
• SLA Agreements
• Disaster recovery
• High Availability
• Support Policy

General Terms and Conditions for SAP Cloud Services
GeneralTerms and Conditions for SAP Cloud Services

SAP’s ITSM processes
How SAP Delivers 99.9% Availability

ITSM involves all the activities that make up the
lifecycle of IT services.
IT Service Management (ITSM)
Having excellent and well-established
processes in place ensures the efficient
running of IT services. This is extremely
important when looking at cloud service
providers.
ITSM
Design
Build
Delivery
Management
Support

A number of these processes directly impact
how well an IT service provider meets their
SLAs:
IT Service Management (ITSM) – continued
High Availability
• Maintaining high availability of
hardware and software resources
Resiliency
• How resilient systems are to failure
Disaster Recovery
• What constitutes a disaster and how
to recover from it
CI/CD
• Continuous integration and delivery
Problem Resolution
• Problem resolution though
monitoring, incident management,
and problem management
Security
• How secure a platform is and how
well it defends against threats

Non-SAP data centers (for
example, AWS, Azure, and Google)
also comply with these standard
processes.
SAP Data Center Certifications That Guide the ITSM Processes
SAP Cloud Platform runs only in secured and certified
environments.
SAP follows specific global standards for operating SAP Cloud
Platform:
• You can find all the certifications on the SAP CloudTrustCenter
• SAP adheres to these international standards to ensure that they are using the best process for
operating the data centers
• These processes ensure that SAP can meet its SLA agreements
SAP has biannual audits of cloud data center operations:
• Service Organization Control (SOC) reports provide details about how the requirements are met.
• You can request a copy of the SOC reports in the SAP CloudTrustCenter.
The SOC 2 report includes the availability principle:
• This principle, along with the ITSM processes that go along with it, form the cornerstone of how SAP
operates SAP Cloud Platform for high availability

High Availability
High availability (HA) refers to a system or its components that are durable
and operate continuously without failure for a for a very high
percentage of time.
SAP provides a highly available system environment that ensures there are no single points of failure in our data
centers as well as our partner datacenters
SAP also provides highly available software services using the latest HA coding techniques and CI/CD processes
Details on how to use these
principles in your own apps
are available in our guide
• From a hardware standpoint, you achieve high availability and
resiliency by having redundant equipment. Most of the devices have
recovery features built in
• On the software side, it is up to the developers and testers to follow the
best practices for writing, testing and deploying highly available and
resilient software. That and along with CI/CD processes ensure that the
software stays available

Resilience
Handling of failures that occur during runtime in complex system landscapes
SAP and its data center partners provide a resilient system by applying these techniques to its datacenter
infrastructure
We also deliver the software services using these pillars of resiliency when creating or changing the software

SAP Cloud Platform Disaster Recovery Plan is part of our
overall business continuity plan.
What constitutes a disaster at a data center?
• Declared by SAP when there is a loss of utilities and services, and uncertainty as to whether
utilities and services can be restored within a reasonable period of time.
• As long as the production site has power and is connected to the Internet, it is not considered a
disaster.
What happens next?
• Operations are moved to a “Disaster Recovery site” based on the business continuity plan.
There are two Disaster Recovery options available:
• Standard
• Enhanced
Details of both DR options are available in the SAP Service Description document in the trust center.
SAP Cloud Platform Disaster Recovery as Part of the Business
Continuity Process
Disaster Recovery
Data Centers
Note: Non-SAP data centers have similar
failover locations.
St.Leon-Rot  Amsterdam
Ashburn  Phoenix
Sydney  Sydney

Plannedmaintenance
(Quarterly)
• Duration
and Maintenance
Windows defined in the
Service LevelAgreement
document
• Schedule available 4
weeks in advance on the
status page
Plannedupdates
(CI/CD)
• Usually Biweekly
• Most services do not
require downtime
• Details of changes are
provided in the release
notes
Emergencyupdates
(HotFix)
• Typically these updates
do not require
downtime
• Notifications are sent
to registered users if
downtime is required
Planned and Unplanned Updates – Using Continuous Integration and Deployment
(CI/CD) for Software Updates

Engineering teams proactively monitor
the live site 24/7; drive creation of
sufficient alerts. Customers receive
info from
https://sapcp.statuspage.io/
Engineering team triggers
continuous improvement processes, along
with Dev, IT, …
Engineering team executes root cause
analysis, investigates, and resolves (and/or
forwards to the Infrastructure or Dev team)
ITSM Problem Resolution Process
Problem
Management
Incident
Management
System
Monitoring
Emergency Repair Rehab and PreventionAlerting

SAP Cloud Platform Security Overview as Part of ITSM
Application Security - (authentication,
permissions, etc.)
User Access and
Provisioning
Operational Security
Management and
Business Continuity
Data Centers and
Physical Security
Repository for Cryptographic Keys
and Certificates
SAML Identity Provider, SSO, and
Strong Authentication
Incident,Threat, and
Vulnerability Management
Secure Architecture
Data Governance and Legal
Compliance
Secure Architecture
Incident,Threat, and
Vulnerability Management
Operational Security
Management and
Business Continuity

Shared Responsibilities
Customers must work together with
SAP to ensure the security and
reliability of their systems.
Communication
Change
Management
Incident
Management
Confirm Service
Request
Completion in
tracking system
Backup &
Restore
(Collaborate
and Validate)
Approval for
Penetration
Testing of
Customer
Systems
Application
Management
User Access
Management
SAP Cloud Platform
Operating Model

SAP Runs Many Mission-Critical Processes on SAP Cloud Platform
The Executive/Supervisory Boards
 SAP Cloud Platform Document Center
 Digital Boardroom
The Support Organization
 New Support Portal (support.sap.com)
 Attachments are stored in SAP Cloud Platform document service
Finance andAdministration Digital boardroom
(https://boardroom.sap.com)
 Enterprise analytics store (https://eas.sap.com)
 Smart Business executive edition
 EnterpriseAnalytics SAP Cloud Platform (EACP)
Translation
 TranslationWorkbench,Translation Hub
User Assistance
 Documentation is generated via an SAP Cloud Platform app
 help.sap.com runs on SAP Cloud Platform
SAP IT runs on SAP Cloud Platform
 60+ mission critical applications on SAP Cloud Platform
 SAP Fiori launchpad
 Web Analytics for help.sap.com
 JobPts recognition app from Semos
SCN runs on SAP Cloud Platform
Sales runs on SAP Cloud Platform
 For SAP sales execs, mission-critical for quarter closing

The SAP Cloud Trust Center is a public-facing website on
sap.com, designed to provide unified and easy access to
cloud trust-related content where users can initiate
requests, engage with SAP, and collect all the assets and
information they need.
 Delivers transparency on SAP cloud-related processes
 Trusted source, where users can initiate requests and engage with SAP
 Easy access to SAP cloud-related documents, certificates, and contracts
SAP CLOUD TRUST CENTER
Security
Measures to ensure SAP Cloud
security
Data Protection and Privacy
SAP respects and protects the
rights of individuals
Compliance
Shows the vast variety of ISO/BS,
as well as certificates
Cloud Service Status
Availability data of our cloud
services showing the current live
status
Agreements
Overview of the building blocks of
a SAP Cloud contract
Data Center
Virtually and physically protected
data with state-of-the-art
technologies
www.sap.com/cloud-trust-center

Information about SAP Cloud Platform:
 List of all SAP Cloud Platform services
 Available Packages and Cloud Credit Model
services
 Link to SLA contracts
 Disaster recovery overview
 High availability overview
 Support policy
SAP Cloud Platform Service Description Guide
Information about all cloud services:
 Description
 Usage metric
 Piece size
 T-shirt size
 SLA variations
 Additional terms and conditions
 Link to the documentation

Customer View – SAP Cloud Platform Status Page
https://sapcp.statuspage.io
Site and Services Status Scheduled Maintenance
Past Incidents

Root Cause Analysis
Published via SAP Cloud Platform Status Page
Published via help.sap.com
https://help.sap.com/viewer/product/SCP_RCA/Latest/

Find out what’s:
New
Changed
Enhanced
Deprecated
Announced (non-functional)
SAP Help Portal – Release Notes
To get notifications of published release
notes, please subscribe at the SAP
CommunityWiki.

SAP Enterprise Support, Cloud
Editions
Foundational engagement support with a focus on
customer interaction and issue resolution (more info)
SAP Preferred Care
An add-on to SAP Enterprise Support that includes
strategic guidance and customer-specific best
practices to help drive user adoption and value
realization (more info)
SAP Preferred Success
An add-on to SAP Enterprise Support that includes
strategic guidance, solution-specific best practices,
and access to Success Programs to help drive
consumption and value realization (more info )
SAP Support Contract Types
Priority I R T O R T Action Plan
P1 1 hour Once every hour,
unless communicated otherwise
by SAP Support.
Within 4
hours.
P2 4 hours
2 hours for
CPC
Once every six hours,
by SAP Support.
For CPC
only: within
3 business
days.
P3 1 business
day
4 hours for
CPC
Once every 3 business days for non-
defect issues and
once every 10 business days for
product defect issues,
by SAP Support.
P4 2 business
days
1 business
day for CPC
Once every week,
by SAP Support.

Customer will designate at least two (and up to five) qualified
English-speaking contact persons who are authorized to contact or
access SAP Support.
Customer will provide contact details (email address and telephone
number) through which the customer contact or the authorized
representative of the customer contact can be contacted at any
time.
Only authorized customer contacts may contact SAP Support.
The customer must be proactive in managing their customer
contacts to ensure that the correct contact can be reached by SAP
when working on an incident
Customer Responsibilities to SAP Support

The SAP Support Portal is a public-facing website on sap.com, designed to provide
unified and easy access to any of your on-premise or cloud SAP support information.
SAP Support Portal
View SFSF Incidents
View/update, manage active
SuccessFactors incidents.
Download Software
Access your licensed SAP
installations, upgrades, support
packages, patches and more.
Access My Launchpad
Access your launchpad for quick
access to all support portal
features and functions.
Report an Incident
Report an incident to SAP Product
Support.
View Incidents
View/update/manage current
open incidents.
Request Product Keys
Access license keys to activate the
product, migration keys,
developer and object (SSCR) keys.
View SAP Communities
Collaborate with SAP users, gain
insight on product how-to, write
blogs to inform others.
Search Product
Documentation
Access all SAP Product
Documentation
View Cloud Availability
View Cloud Status, Event
Calendar, Notification History and
more
Manage Users
Maintain users and roles for
support functionality
https://support.sap.com

Live Business Needs Live Support
Next-Generation Support for the digital enterprise
Self-service and incident prevention
Next-Generation Support has several
comprehensive solutions – so you never have
to ask a question, and if you do have a
question, you receive an answer instantly.
Real-time
interactions
Real-time support channels with live and
direct access to SAP support experts, creating
a faster and more direct route to issue
resolution – anytime, anywhere, and from any
device.
Digital support
experience
Benefit from a seamless and intuitive
omnichannel support experience with
personalized, context-sensitive support when
and where you need it.
 Knowledge Base Articles (KBAs) via Google
search
 Guided Answers
 SAP Community
 SAP Support Portal
 Proactive outreach through info sessions
and WhatsApp
 Receive support byproduct
 Expert Chat
 Schedule an Expert
 Ask an Expert Peer (Feature Trial)
 Call-1-SAP & Customer Interaction Center
(CIC)
 SAP ONE SupportLaunchpad
 Cloud Availability Center
 SAP Cloud Trust Center
 Built-in support via SAP Cloud Platform
Cockpit
 Social media integration

Upcoming Process Improvements and Product
Enhancements

Improve Availability and Enhance
Communication
Two ongoing projects sponsored by SAP’s Board :
 Ensure constant availability of the platform
 Ensure constant availability of the infrastructure
Upcoming changes:
 Enhanced searchability and notifications for
release notes
 Unify cloud availability communication
 Closing the gaps on zero downtime maintenance
in quarterly upgrade windows
SAP Cloud Platform has been growing exponentially since
surpassed 10,000 customers.

Release Notes
Release notes will have a new format that will allow
users to filter by capability, date, and type.
A new viewer will allow users to create links to prefiltered views
of the page.
Subscription to Help Portal pages is planned for Q4/2018
Subscribe to specific updates for services, tools,
and environments

SAP’s cloud products will share a standardized UI that will display customer specific
notifications and communication
Information will be available in 2 places:
Cloud Trust Center
 Generic information about SAP cloud products health status per data center (similar to statuspage.io today)
 Accessible outside of SAP
Cloud Availability Center
1. Dashboard showing customer and service specific information regarding disruptions, maintenance activities and
availability
2. Personalized Notifications emails sent based on events in the Cloud Availability Center
3. Available for registered users
Digital Support Experience
Cloud Availability Center and SAP Trust Center
The rollout will be for productive instances only

The Cloud Availability Center offers you a
personalized dashboard with at-a-glance visibility into
your cloud product availability.
Cloud Availability Center
 Accurate, up-to-date information
with an at-a-glance view into the
status of your cloud products,
critical information, maintenance
updates, notifications, all in one
place
 Consolidated views for service
availability, performance, and
service-level uptime reporting
 Timely availability of information
 Built with the latest SAP Fiori user
interface for a modern, intuitive
user experience
Overview
 Personalized dashboard for SAP
cloud products: view the current
cloud solution status for the
products that you own
 Notification history and latest
news: view information and news
important to you
 A calendar of events with visual
overview of service disruptions
 The new cloud dashboard is:
accurate, up-to-date, at-a-glance,
and personalized for you
Benefits
 Accessible through the SAP ONE
Support Launchpad
 Add the tile to your My Home-
Screen in SAP ONE Support
Launchpad
 For more information, visit Cloud
Availability Center on SAP Support
Portal
Includes a list of SAP cloud
products currently supported by the
Cloud Availability Center (with
more coming soon).
 Watch the video to learn more
Access
The Cloud Status Dashboard and the Maintenance Dashboard tiles were retired on October 1,
2017. Other Cloud products will roll out Cloud Availability Center in coming months.

Cloud Availability Center (CAC) Roadmap
• During initial ramp-up, only services will be transitioned. Notifications will still come via statuspage.io
• (This roadmap is subject to change)
2019
 SAP Cloud Platform
 Identity and Authentication
service
 IoT
 JAM communities
 Cloud Foundry services
Also in 2019
 Cloud Trust Center
SAP Cloud Platform Services Roadmap
Q4 2018
 SAP Cloud Platform integration (in CAC today)
 API management
 Customer-specific HANA and ASE database instances
 Workflow management
 Mobile for Dev and Ops
 WebIDE
 Portal
 Forms by Adobe
 SAP Cloud Platform ABAP environment

Move to Zero Downtime for Maintenance Windows
SAP is closing the gaps on zero downtime major upgrade windows
• The services in our bi-weekly maintenance windows are already ZDM enabled
• We are working to close the remaining gaps in our quarterly major upgrade windows
• In the future, we’ll still use major upgrade windows for the major refactoring required to
improve stability, security, and scalability as well as network maintenance.

General Information
SAP Trust Center (contracts and certifications)
• Sample Order Form (English)
• Service-Level Agreement for SAP Cloud Services
• Supplemental Terms and Conditions (English)
• Service Description Guide (English)
• General Terms and Conditions (English)
• Support Policy (English)
• SAP Cloud Platform Certificates and SOC Reports
Availability reporting and ITSM information
• SAP Status.io page
• The Root Cause Analysis Report (S-user)
• SAP Cloud release notes
• SAP Cloud Platform Security: Trust Matters
• Cloud Availability Center FAQ
• SAP Cloud Platform Operating Model
• Guide: Developing Resilient Apps on SAP Cloud
Platform
Important Links

Support
Self-service and incident prevention
• Knowledge Base Articles (KBAs) via Google search
• Guided Answers
• SAP Community
• SAP Support Portal
• Proactive outreach through info sessions and WhatsApp
Real-time interactions
• Expert Chat
• Schedule an Expert
• Ask an Expert Peer (Feature Trial)
• Call-1-SAP & Customer Interaction Center (CIC)
Digital support experience
• SAP ONE Support Launchpad
• Cloud Availability Center
• SAP Cloud Trust Center
Important Links

SAP Cloud Platform SLAs and ITSM Process

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