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. The supplement defines additional product-specific terms, contains additional information about usage metrics, and describes multiple cloud services in a single supplement. SAP provides a consistent cloud service for all customers. Learn more about product-specific terms, support strategies, and preparing for cloud services. Find a number of contract documents for SAP cloud, software, and service offerings. These contractual documents form the basis of your contractual relationship with SAP if they are mentioned in certain order forms. The purchase order is your order receipt to subscribe to SAP Business Cloud services. It sets the conditions and determines the structure of the contract. The General Terms and Conditions of Sale (GTC) describe the main legal requirements for the chosen cloud service, including user rights, customer data, warranties, confidentiality and limitations of liability. Under the direction of the data processor processing personal data uploaded to the cloud service, SAP implements and maintains technical and organizational measures to ensure adequate protection of personal data. The SAP cloud contract consists of 4 elements: purchase order, description of the cloud service, data processing contract and general terms and conditions of sale. The purchase order, order processing agreement, and terms of sale are actually the same for each cloud service in the SAP price list, while the cloud service description is a collection of product-specific documents.

The General Terms and Conditions of Sale (GTC) contain the legal provisions relating to your rights of use, establish the right of ownership of the customer`s data and define the guarantees, the limitation of liability and confidentiality. The SAP cloud contract consists of 4 building blocks: the purchase order, the description of the cloud service, the data processing contract and the general 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. 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. 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. 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 provides information on: It also includes individual information for each of the cloud services: Before reviewing the contracts, I want to make sure that you have a clear understanding of the services covered by the SLA. As you know, SAP offers different cloud offerings: the main page of the release notes page lists changes for 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. 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. At the request of the processor processing the personal data uploaded to the cloud service, SAP implements and maintains technical and organizational measures to properly protect the personal data. 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. 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. 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. SAP makes the cloud service available to all customers in a consistent manner. Learn about product-specific terms, support strategy, and cloud service operational availability. 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. 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. In particular, a number of ITSM processes have a direct impact on how an IT service provider complies with its SLAs. SAP has iso standardized processes in place to ensure we meet customer expectations: 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 supplement specifies additional product-specific terms, includes additional information about usage metrics, and describes several cloud services in a supplement. .