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

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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
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