SLAs are service level agreements for the processing of banknotes by the market. SLA stands for Service Level Agreement. This is the service contract between a company and a service provider. For example, an IT organization that provides support for SAP/other software/hardware has an agreement. This can be classified e.B. according to the criticality of the incident. A high-priority incident must be resolved within 10 hours. A medium priority incident has a 3-day delay to resolve it, etc. Here you will find various contractual documents for SAP`s cloud, software and service offerings. If certain purchase orders refer to these contractual documents, they form the basis of your contractual relationship with SAP. For example, you could have set the following SLA levels For example: The SAP cloud contract consists of 4 building blocks: the purchase order, the description of the cloud service, the data processing contract, and the terms and conditions. The purchase order, data processing agreement, and terms and conditions are basically the same for each cloud service on SAP`s price list, while the cloud service description is a collection of product-specific documents.

Agreements between service providers and customers are called service level agreements (SLAs). They determine the scope and quality of the services to be provided. These are concrete agreements between the two parties in which expectations are set out in writing. The purchase order is your order document to subscribe to SAP Business Cloud Services. It defines the commercial conditions and determines the structure of the contract. The main page of the Release Notes page lists changes to all SAP Cloud Platform services, with a few exceptions (for example. B, JAM) for the current quarter. Items are sorted by date and assigned to default categories such as New, Modified, Advanced, Obsolete, and Published. You can also find information about older articles on the All Release Notes tab. Therefore, take the time to define the requirements and guidelines with your service provider. Because then both parties know the expectations and can react accordingly.

Measure the results and KPIs defined at regular intervals and contact your provider in time in case of discrepancies. On the one hand, you avoid contractual troubles and penalties and, on the other hand, you ensure that the cooperation is satisfactory for both parties involved. With this in mind, it is important to understand that while SAP Cloud Platform can be used to extend HANA Enterprise Cloud and our SAAS applications, it is separate from them and has a separate SLA for system availability. This SLA applies only to the availability of production instances of the SAP Cloud Platform service packages that you purchase. If you have any questions about SLAs, please do not hesitate to contact us. We will be happy to assist you and formulate appropriate service level agreements with you. Service level agreements are as individual as the service itself. Nevertheless, some key points should be noted, which we would like to explain to you in more detail below.

The topic of service level agreements often falls through and receives little attention. Within the framework of the specifications, the services are generally described only in a rather superficial way. But would you rent an apartment if the lease only provides that you would occupy a property on a certain street? In order to maintain the satisfaction of both parties in the long run, much broader regulations are needed. When scheduled updates are released, the changes are detailed in our release notes, which are available in the Public Help Portal as part of the service`s documentation. The purpose of this blog is to give you an understanding of the contracts that define this SLA, as well as an overview of how SAP`s world-class ITSM processes enable us to provide a high level of business continuity to our customers. We also want to provide a consolidated list of links that you can use to monitor your systems and better understand how this applies to your business. In case of error, tickets can often degenerate, then emotions quickly bubble. It is therefore all the more important to identify measurable KPIs that you can use to assess the quality of the activities provided. Depending on the performance, different KPIs are more suitable. SAP Cloud Platform has grown exponentially since 2012. During this time, we have constantly strived to continuously improve. As part of these efforts, we have launched two internal projects with transparency at the board level to ensure the continued availability of the platform and infrastructure.

These are defined in the preparation phase of the project and the customer would have concluded an agreement with the company on the level of service. SLAs are applicable in production and maintenance support projects. For example, if your company follows a ticketing process (a ticket is nothing more than an environment that contains a full description of the problem, which includes a brief description, a problem, customer contact data, screenshots of the error, etc.) and for each ticket, there is a severity level, the problems or critical issues of the company.B can be treated as high or highest severity. In this case, your company or team must deliver the solution to the customer within an agreed time frame, otherwise you may run out of SLAs. You can view the status of SAP Cloud Platform and its services at any time on the status page (sapcp.statuspage.io). The status page contains information about: The supplement determines additional product-specific terms, contains additional information about usage metrics, and describes several cloud services in a supplement. The General Terms and Conditions of Sale (GTC) describe the essential legal provisions that apply to the chosen cloud service, including rights of use, customer data, guarantees, confidentiality and limitations of liability. The purchase order is the document with which SAP subscribes to SAP Cloud Platform Services. It defines the commercial conditions and determines the structure of the contract. The purchase order also contains several other documents related to the SLA.

The way agreements work together is based on structure. The more specialized contracts – at the top of our pyramid chart – take precedence over the more general contracts. IT Service Management (ITSM) encompasses all the activities that make up the IT service lifecycle. At a high level, ITSM encompasses the design, construction, deployment, management and support of IT systems and infrastructures. A company must have well-established processes in place to ensure that its IT services operate seamlessly. The SAP Cloud Platform SERVICE LEVEL AGREEMENT (SLA) is a contract between SAP and its customers that defines the system availability that SAP promises to our customers and the compensation to which they are entitled if we do not provide the promised availability. Within SLAs, we talk about what we call service times. These are not only opening hours, but also, if necessary, extended operating hours that go beyond the usual hours from 9:00 to 05:00. What about weekends, holidays or the night? Do you need reliable support even in these times? Be sure to record such things and also consider the different time zones if you operate internationally.

IT managers often expect support to collect all requests and process them in a timely manner so that a solution can be delivered as quickly as possible. Typically, this expectation is met by the support service provider. But what if employees complain about too long support times or downtime? Unless there is explicit regulation, the IT manager has his hands tied when it comes to intervening. SAP Cloud Platform provides you with the enterprise services, platform services, data and storage services, and DevOps services you need to build new applications or extend existing ones. It also has individual information for each of the cloud services: at the 1st level, the number of calls answered in a certain period of time is often defined as a KPI. The 2nd level is usually evaluated on the basis of the settlement rate, i.e. how many problems have already been solved. Make sure the KPIs meet your needs.

It is therefore always advisable to set the TARGET status and save it in writing so that it can be compared to the current situation. Service level agreements specify exactly what is expected and what the consequences will be if the agreements are not respected. In particular, a number of ITSM processes have a direct impact on how an IT service provider complies with its SLAs. SAP has implemented iso standardized processes to ensure that we meet customer expectations: In any case, agree on so-called response times, i.e. a deadline within which you expect an initial response to your request. Of course, these response times may also depend on agreed priorities. So, by determining which issues to prioritize and how, you can influence how quickly your tickets should be processed. So ask yourself how long you could forego the provision of the service and decide on this basis, for example, in the event of a sudden failure of your SAP system.

How long is the maximum amount of time you can accept the outage before the impact on your business units is felt? SAP makes the cloud service available to all customers in a consistent manner. .