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

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