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

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