sap-cloud-service-level-agreement-enGLOBAL-v6-2015

SERVICE LEVEL AGREEMENT FOR SAP CLOUD SERVICES1. System Availability Warranty:SAP warrants the System Availability for the applicable SAP Line of Business (LoB) Cloud Solutions or ManagedCloud Solutions to which customer has subscribed (collectively, “Cloud Service”) as described in the tablebelow. Customer’s sole and exclusive remedy for SAP’s breach of this System Availability Warranty is theissuance of a credit in the amount described in the table below, which Customer may apply to a future invoicerelating to the Service which did not meet the System Availability Warranty. Claims under this SystemAvailability Warranty must be made in good faith and by submitting a support case within thirty (30) businessdays after the end of the relevant calendar month. SAP will provide to customers a monthly report describingSystem Availability for the applicable Cloud Service either (i) by email following a customer’s request to itsassigned SAP account manager, or (ii) through an online portal made available to customers, when such onlineportal becomes available.“System Availability” is measured by the Total Minutes in the Month during which the applicable Cloud Serviceresponds to a request from SAP’s Point of Demarcation, excluding Excluded Downtime as described in the tablebelow. System Availability is calculated as follows:⎡⎛TotalMinutesintheMonth −Downtime⎞ ⎤SystemAvailability%age = ⎢⎜⎟*100⎥⎣⎝TotalMinutesintheMonth ⎠ ⎦As used herein, “Downtime” means the Total Minutes in the calendar month (“Month”) during which the LoBCloud Solution or Managed Cloud Solution, as applicable, does not respond to a request from SAP’s Point ofDemarcation for the data center providing the Service subscribed to by customer, excluding Excluded Downtime.“Point of Demarcation” means the outbound firewall/VPN device of SAP’s computing environment.System Availability SLA(“SLA”)LoB Cloud Solutions99.5% System Availability during eachcalendar month for production versionsCredit 2% of Monthly Subscription Fees for each 1%below 99.5% System Availability, not to exceed100% of Monthly Subscription FeesManaged Cloud Solutions99.5% System Availability during each calendarmonth for production versions95.0% System Availability during each calendarmonth for non-production versionsFor Managed Cloud Solutions with subscription toSAP software: 2% of Monthly Subscription Fees foreach 1% below SLA, not to exceed 100% of MonthlySubscription FeesMonthly Subscription FeesExcluded DowntimeScheduled DowntimeMeans the monthly subscription fees* paid forthe LoB Cloud Solution which did not meet theSLATotal Minutes in the Month attributable to (i)Scheduled Downtime for which Customer hasbeen notified at least five (5) business daysprior to such Scheduled Downtime, and (ii)unavailability caused by factors outside ofSAP’s reasonable control.Scheduled Downtime for the applicable SAPFor Managed Cloud Solutions without subscription toSAP software: 2% of Monthly Subscription Fees foreach 0.1% below SLA, not to exceed 100% ofMonthly Subscription FeesMeans the monthly recurring fees* paid for theManaged Cloud Solution which did not meet the SLA.Total Minutes in the Month attributable to (i)Scheduled Downtime for which the Customer hasbeen notified at least one (1) business day prior tosuch Scheduled Downtime; (ii) emergencymaintenance for which Customer has been notified atleast twenty-four (24) hours in advance; (iii)unavailability due to Customer’s request; (iv) agreeddowntime where the parties mutually arrange thedowntime with at least ten (10) days’ notice; and (v)unavailability caused by factors outside of SAP’sreasonable control.Scheduled at a mutually agreed time, not to exceedfour (4) hours per calendar month, excludingSAP Service Level Agreement Effective June 1, 2015 Page 1

Line of Business (LoB) Cloud Solutions orManaged Cloud Solutions to which customerhas subscribed is set forth in Section 2 belowentitled “Maintenance Windows”..functional updates.Total Minutes in the Month Measured 24x7 Measured 24x7*If a customer pays an annual fee, then “monthly subscription fee” or “monthly recurring fee’ as used in this documentmeans 1/12 of the annual fee.2. Maintenance WindowsSAP can use the following maintenance windows for planned downtimes for the applicable SAP Line of Business(LoB) Cloud Solutions listed below. Where “Local Time” is referenced, this refers to the location of the data centerwhere the SAP Line of Business (LoB) Cloud Solution is hosted.SAP Ariba Cloud Offerings:Scheduled Downtime. When needed, SAP will schedule downtime for routine maintenance or systems upgrades("Scheduled Downtime") for the Solution. SAP shall exercise commercially reasonable efforts to schedulemaintenance and system upgrades outside of peak traffic periods. Generally, such maintenance or system upgradesare scheduled to occur from Saturday, 8:00AM to Saturday, 8:00PM Pacific Time ("Maintenance Window"). SAPreserves the right to extend or change the times of the Maintenance Window. SAP will use commercially reasonableefforts to notify Customers at least 72 hours prior to the occurrence of Scheduled Downtime.SAP Assessment Management by QuestionmarkSAP can use the following maintenance windows for planned downtimes:Maintenance WindowsMaintenance WindowsThird Saturday of each month,5:00 a.m. to 5:00 p.m. Eastern U.S. time for data center(s) located in theU.S.; and10:00 a.m. to 10:00 p.m. GMT for data center(s) located in Europe.SAP Browse Manager and Conversion ManagerRegular Maintenance WindowsMaintenance WindowsWeekly, between 6:00 p.m. Friday and 3:00 a.m. Monday, U.S. EasternTime Zone. SAP will inform Customer in due time in advance (at least 8hours).SAP BusinessByDesignMaintenance WindowsRegular Maintenance Windows Weekly, Sunday 2:00 a.m. to Sunday 6:00 a.m. Local Time. (*)Major UpgradesUp to 4 times per year from Saturday 6:00 a.m. to Sunday 6:00 a.m. LocalTime (*). SAP will inform Customer reasonably in advance about plannedmajor upgrade scheduling(*) Local Time UTC–4, Americas (summer); UTC–5, Americas (EST winter)UTC+2 , Europe (summer); UTC+3, Europe (CET winter)UTC+8, APJSAP Circular AuthorityRegular Maintenance WindowsMaintenance WindowsNightly, from 9:00 p.m. to 6:00 a.m. Eastern U.S. Time.SAP Service Level Agreement Effective June 1, 2015 Page 2

Major UpgradesLast Friday of each calendar month from 9:00 p.m. to Monday 6:00 a.m.Eastern U.S. time. SAP will inform Customer in due time in advance (eitherby email or by any other electronic means).SAP Cloud Appliance LibraryRegular Maintenance WindowsMajor Upgrades – SAP HANACloudSAP Cloud Appliance LibraryUpgrades**Maintenance WindowsBi-weekly, in odd calendar weeks (e.g., calendar week 1, 3, 5, etc.),Thursday morning 7:00 a.m. to 8:00 a.m. CET.Up to 4 times per year from Friday 10:00 p.m. to Monday 3:00 a.m. LocalTime (*). SAP will inform Customer in due time in advance (either by emailor by any other electronic means)Once per calendar month, during a one (1) hour window made known bySAP at least one (1) week in advance.(*) Local Time UTC–5, America;UTC+2 Europe;UTC+8, APA, depending on Customer location** Maintenance Windows for the SAP Cloud Appliance Library are separate from and in addition to MaintenanceWindows for the SAP HANA Cloud, both of which are applicable to the Service.SAP Cloud for CustomerMaintenance WindowsRegular Maintenance Windows Weekly, Sunday 2:00 a.m. to Sunday 6:00 a.m. Local Time. (*)Major UpgradesUp to 4 times per year from Saturday 6:00 am to Sunday 6:00 a.m. LocalTime (*).SAP will inform Customer reasonably in advance about planned majorupgrade scheduling.(*) Local Time UTC–4, Americas (summer); UTC–5, Americas (EST winter)UTC+2 , Europe (summer); UTC+3, Europe (CET winter)UTC+8, APJSAP Cloud for EPMRegular MaintenanceWindowsOptional MaintenanceWindowsMaintenance WindowsWeeklySaturday – 7:00 a.m. to 10:00 a.m. Australian Eastern Standard Time(AEST = UTC + 10) / Australian Eastern Daylight Time (AEDT = UTC+11)for data centers in Australia.Sunday – 8:00 p.m. to 11:00 p.m. Eastern Standard Time (EST =UTC-5) /Eastern Daylight Time (EDT = UTC – 4) for datacenters in Americas.Friday – 10:00 p.m. to 1:00 a.m. Saturday Central European Time (CET =(UTC+1) / Central European Summer Time (CEST = UTC+2) for datacenters in Europe.Weekly, Friday6:00 p.m. to 9:00 p.m. Australian Eastern Standard Time (AEST = UTC +10) / Australian Eastern Daylight Time (AEDT = UTC+11) for data centers inAustralia.5:00 a.m. to 8:00 a.m. Eastern Standard Time (EST =UTC-5) / EasternDaylight Time (EDT = UTC – 4) for data centers in Americas.2:00 p.m. to 5:00 p.m. Central European Time (CET = (UTC+1) / CentralEuropean Summer Time (CEST = UTC+2) for datacenters in Europe.SAP Service Level Agreement Effective June 1, 2015 Page 3

SAP Cloud for Travel and ExpenseMaintenance WindowsRegular Maintenance Windows Weekly, Sunday 2:00 a.m. to Sunday 6:00 a.m. Local Time. Local Time (*)Major UpgradesUp to 4 times per year from Saturday 6:00 a.m. to Sunday 6:00 a.m. LocalTime (*). SAP will inform Customer reasonably in advance about plannedmajor upgrade scheduling.(*) Local Time (*)Local Time at the datacenter where the Service is hosted. This is:UTC–4, Americas (summer); UTC–5, Americas (EST winter)UTC+2 , Europe (summer); UTC+3, Europe (CET winter)UTC+8, APJSAP Communication Center by Ancile:Maintenance WindowsRegular Maintenance WindowsMajor UpgradesCustomer may select from any one of the following maintenance windowoptions: (1) Tuesday and Thursday from 2 a.m. to 4 a.m. Local Time (*); or(2) Saturday from 2 a.m. to 6 a.m. Local Time.Up to 4 times per year from Friday 10 p.m. to Saturday 10 p.m. Local Time(*). SAP will inform Customer in due time in advance (either by email or byany other electronic means)(*) Local Time UTC–4, Americas (summer); UTC–5, Americas (EST winter)UTC+2 , Europe (summer); UTC+3, Europe (CET winter)UTC+8, APJSAP Connected LogisticsRegular Maintenance WindowsMajor UpgradesMaintenance WindowsWeekly Monday and Thursday morning 4:30 a.m. to 6:30 a.m. CentralEuropean Time (CET).Up to 4 times per year on any weekday from 4:30 a.m. to 8:30 a.m. CentralEuropean Time (CET). SAP will inform Customer in due time in advance(either by email or by any other electronic means).SAP Event TicketingSAP Service Level Agreement Effective June 1, 2015 Page 4

Maintenance WindowRegular maintenance windowsExtensive upgradesLocal TimeFrom midnight to 6:00 a.m. Mondays and Wednesdays, Local Time*Max. 2 per year from 10:00 p.m. on a Friday to 4:00 a.m. on a Monday LocalTime*. SAP shall inform Customer with reasonable advance notice (usuallyup to 14 calendar days) beforehand (either by email or by another electronicmeans).UTC–5, America;UTC+2, Europe;UTC+8, APAPrivate Edition. SAP Event Ticketing PRO, Private Edition is an optional service for SAP Event Ticketing PRO onlyand includes a dedicated multi-tenant system for single customer usage and maintenance windows.Unless provided otherwise in the Order Form, the following applies if Customer has ordered the Private Edition:Maintenance WindowRegular maintenance windows From Midnight to 6:00 a.m. Tuesdays and Thursdays, Local Time (*), onagreement between SAP and Customer.Extensive upgradesMax. 4 per year from 10:00 p.m. on a Friday to 3:00 a.m. on a Monday, LocalTime (*) SAP shall provide Customer reasonable advance notice. Customer canagree to a different date with SAP that must be within four to eight weeks afterthe new release becomes available.(*) Local Time UTC–5, America;UTC+2, Europe;UTC+8, APASAP Financial Services NetworkRegular MaintenanceWindowsMajor Upgrades(*)Local TimeMaintenance WindowsWeekly, Sunday 4:00 a.m. to Sunday 6:00 a.m. Local Time.Up to 4 times per year from Friday 10 p.m. to Monday 3 a.m. Local Time. SAP willinform Customer in due time in advance (either by email or by any other electronicmeans)UTC–5, Americas;UTC+2, Europe;UTC+8, APA;HANA Cloud IntegrationMaintenance WindowsRegular Maintenance Windows Weekly, Sunday 4:00 a.m. – 6:00 a.m. Local Time (*)Major UpgradesQuarterly, Friday 10 pm to Monday 3 am Local Time. SAP will informCustomer reasonably in advance about planned major upgrade scheduling.(*) Local Time UTC–4, Americas (summer); UTC–5, Americas (EST winter)UTC+2 , Europe (summer); UTC+3, Europe (CET winter)UTC+8, APJSAP Service Level Agreement Effective June 1, 2015 Page 5

SAP Integrated Business Planning (formerly SAP Sales & Operations Planning)Maintenance WindowsRegular Maintenance Windows Weekly, Sunday 2:00 a.m. – 6:00 a.m. Local Time (*)Major UpgradesFriday 10 p.m. to Monday 3 a.m. Local Time once per quarter. SAP willinform Customer reasonably in advance about planned major upgradescheduling.Minor UpgradesSunday 2:00 am to 2:00 pm Coordinated Universal Time once per quarter.SAP will inform Customer reasonably in advance about planned SP upgradescheduling.(*) Local Time UTC–4, Americas (summer); UTC–5, Americas (EST winter)UTC+2 , Europe (summer); UTC+3, Europe (CET winter)UTC+8, APJSAP Knowledge Central by MindtouchMaintenance WindowsRegular Maintenance Windows SAP may use one of the following maintenance window options: (1)Tuesday and Thursday from 2 a.m. to 4 a.m. Local Time (*); or (2) Saturdayfrom 2 a.m. to 6 a.m. Local Time (*).Major UpgradesUp to 4 times per year from Friday 10 p.m. to Saturday 10 p.m. Local Time(*). SAP will inform Customer in due time in advance (either by email or byany other electronic means).(*) Local Time UTC–4, Americas (summer); UTC–5, Americas (EST winter)UTC+2 , Europe (summer); UTC+3, Europe (CET winter)UTC+8, APJSAP Lumira CloudRegular Maintenance WindowsMajor UpgradesMaintenance WindowsBi-weekly, in odd calendar weeks (e.g., calendar week 1, 3, 5, etc.),Thursday morning 7AM to 8AM CET.Up to 4 times per year from Friday 10 pm to Monday 3 am Local Time(*)SAP will inform Customer in due time in advance (either by email or by anyother electronic means)(*) Local Time UTC-5SAP Mobile Secure Cloud EditionRegular MaintenanceWindowsMaintenance WindowsBi-weekly, in odd calendar weeks (e.g., calendar week 1, 3, 5, etc.),Saturday 2 am to 10 am Eastern U.S. time.Major Upgrades Up to 4 times per year from Friday 10 p.m. to Monday 3 a.m. Local Time (*).SAP will inform Customer in due time in advance (either by email or by anyother electronic means)(*)Local TimeUTC–5, Americas;UTC+2 , Europe;UTC+8, APASAP Service Level Agreement Effective June 1, 2015 Page 6

SAP Precision MarketingRegular Maintenance WindowsMaintenance WindowsBi-weekly, Wednesday morning 4:00AM to 6:00 AM CET.Major Upgrades Up to 4 times per year from Friday 10 pm to Monday 3 a.m. Local Time (*).SAP will inform Customer in due time in advance (either by email or by anyother electronic means)(*) Local Time UTC -5 AmericaUTC +2 EuropeUTC +8 APASAP Predictive Maintenance and Service, Cloud EditionRegular Maintenance WindowsMajor UpgradesMaintenance WindowsWeekly Friday 4:00 p.m. to 6:00 pm. Central European Time (CET).Up to 8 times per year from Friday 4:00 p.m. to Monday 8:00 a.m. CET.SAP will inform Customer in due time in advance (either by email or by anyother electronic means).SAP ResolveMaintenance WindowMajor UpgradesMaintenance WindowsThird Saturday of each month, 9:00 p.m. to 11:00 p.m. Eastern StandardTime (EST =UTC-5) / Eastern Daylight Time (EDT = UTC – 4)Up to four times per year from Friday 10:00 p.m. to Monday 3:00 a.m.Eastern Standard Time (EST =UTC-5) / Eastern Daylight Time (EDT = UTC– 4)S/4HANA Cloud EditionRegular Maintenance WindowsMaintenance WindowsWeekly, Sunday 2 a.m. to Sunday 6 a.m. Local Time.Major Upgrades Up to 4 times per year from Friday 10 p.m. to Monday 3 a.m. Local Time (*).SAP will inform Customer in due time in advance about the planned upgradescheduling.(*) Local Time UTC–4, Americas (summer); UTC–5, Americas (EST winter)UTC+2 , Europe (summer); UTC+3, Europe (CET winter)UTC+8, APJSAP Service Level Agreement Effective June 1, 2015 Page 7

SAP ScoutingMaintenance WindowsRegular Maintenance Windows Bi-weekly, in odd calendar weeks (e.g., calendar week 1, 3, 5, etc.),Thursday morning 7AM to 8AM CET.Major Upgrades Up to 4 times per year from Friday 10 p.m. to Monday 3 a.m. Local Time (*).SAP will inform Customer in due time in advance (either by email or by anyother electronic means)(*) Local Time UTC -5 AmericaUTC +2 EuropeUTC +8 APASAP Signature Management by DocusignTo the extent maintenance must be performed on the Cloud Service SAP shall use maintenance windows for planneddowntimes applicable to the SAP cloud solution associated with use of the Cloud Service.SAP SuccessFactors Business Execution SuiteWeekly Maintenance WindowsMaintenance WindowsUS and Canada data centers: midnight (Friday-Saturday) to 7:00 a.m.Saturday U.S. Eastern Time and midnight (Saturday-Sunday) to 7:00 a.m.Sunday U.S. Eastern Time;Europe data centers: midnight (Friday-Saturday) to 7:00 a.m. SaturdayGMT and midnight (Saturday-Sunday) to 7:00 a.m. Sunday GMT;Asia Pacific/Australian data center: midnight (Friday-Saturday) to 7:00a.m. Saturday AU Eastern Time and midnight (Saturday-Sunday) to 7:00a.m. Sunday AU Eastern Time; andChina data center: midnight (Friday-Saturday) to 7:00 a.m. SaturdayChina Standard Time and midnight (Saturday-Sunday) to 7:00 a.m. SundayChina Standard Time.SAP JamWeekly MaintenanceWindows*Maintenance WindowsMidnight (Thursday-Friday) to 1:00 a.m. Friday U.S. Eastern Time for theUS and Canada data centers;11:00 p.m. Thursday to midnight (Thursday-Friday) Central European Timefor the Europe data centers; and*In addition to the maintenancewindows for the SAPSuccessFactors Business ExecutionSuite7:00 a.m. to 8:00 a.m. Saturday China Standard Time for the China datacenter.SAP Service Level Agreement Effective June 1, 2015 Page 8

Recruiting MarketingWeekly Maintenance WindowsMaintenance WindowsFridays from 11:00 p.m. to 3:00 a.m. U.S. Eastern Time and Saturdaysfrom 7:00 a.m. to 10:00 a.m. U.S. Eastern TimeSAP TwoGoRegular Maintenance WindowsMajor Upgrades Downtime fromHostingMaintenance WindowsAs required with one (1) day notice to site administrator of Customer.Up to once a month from Friday 10 pm to Monday 3 a.m. Local Time (UTC+2). SAP will inform Customer in due time in advance (either by email or byany other electronic means)SAP U.S. Benefits Management by BenefitfocusMaintenance WindowsWeekly Maintenance WindowsFriday 11:00 p.m. to Saturday 7:00 a.m. Eastern U.S. time zone.SAP Service Level Agreement Effective June 1, 2015 Page 9