Technical

Initial Signoff
Analysis
Discovery

You are
HERE
Sizing and Technical Assessment
Migration Planning Readout Onboarding

RISE with SAP S/4HANA Cloud, private edition

Sales & Services Authorization Enablement
SLA and DR
Cloud Architecture & Advisory Team (CAA), March 2023

INTERNAL – Authorized for Partners

Learning Objectives

RISE with SAP S/4HANA Cloud, private edition, will hereafter be referred to as “PCE”.

After finishing this course, you should be able to:

➢ Explain the PCE Service Level Agreement (SLA)

➢ Discuss Disaster Recovery (DR) in PCE

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End-to-End Application SLA Leveraging SAP Reference Architecture

SLA to Business How do you guarantee an

application availability SLA
meaningful to the business?

SAP Application System

RISE with SAP S/4HANA

SAP HANA DB Cloud, private edition SLA
covers the ENTIRE Solution
Operating System stack
Aggregated availability SLA provided
Aggregated SLA % by SAP includes all layers up to the

99.95% 99.95% 99.95% 99.95%

application logon screen
99.7%
Individual infrastructure services
provided by Hyperscalers have
varying SLAs

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | INTERNAL - SAP and Partners Only 3
Overall Governance Service Level Agreement
Category Service Description Service Level
Availability (uptime level)​ Calculated on a monthly basis, excluding planned maintenance​.
Technical availability of the individual SAP system measured by a logon check within 99.7% uptime for PRD
the network boundaries of RISE with SAP S/4HANA Cloud, private edition, thus 95% uptime for Non-PRD
excluding WAN and application availability and any planned downtimes.
Disaster Recovery (optional) - For PROD SAP Declared Disaster Recovery of a data center and movement to the alternate DR 12 Hr RTO with 30 Min RPO
Systems Only Data Center. Recovery Point Objective (RPO) and Recovery Time Objective (RTO). 12 Hr RTO with 0 Min RPO*
4 Hr RTO with 30 min RPO (optional)
4 Hr RTO with 0 min RPO (optional)*
Planned Maintenance Monthly maintenance window to perform maintenance activities triggered by SAP; 4 hours per month for PROD systems
customer requested activities requiring downtime not included 4 hours per month for non-PROD systems

Service Request Management Service requests for production are 24*7. Service requests for non-production are • 24*7 service delivery for PRD systems
processed during local business hours based on customer location. • 24*5 service delivery for Non-PRD systems

Change Request Management Change requests for production are 24*7. Change requests for non-production are • 24*7 service delivery for PRD systems
processed during local business hours based on customer location. • 24*5 service delivery for Non-PRD systems

Priority Incident Reaction Time (IRT) SLA for IRT

20 minutes (7*24h) (problem determination action
1 – Very High
plan within 4 hours – as agreed in the contract
The amount of time between SAP Support Level 1 is notified of the incident and the
2 – High 2 hours
first action taken by an SAP support person to repair the incident.
3 – Medium 4 hours

4 – Low 1 Business Day

*Only available in specific data centers based on proximity to the primary data center and adherence to specific architectural requirements

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DR Overview (Hyperscaler Agnostic)

Primary DC Secondary DC
PRD PRD’

storage
replication

VM Premium Premium DR VM
Storage Storage

asynchronous
replication
PRD ASE PRD ASE’
+ SRS + SRS
HYPERVISOR
VM DR VM

RTO: 12 hours
RPO: 30 minutes
HYPERVISOR

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | INTERNAL - SAP and Partners Only 5
Disaster Recovery (DR)

Choosing the data center region and DR type is a decision that the customer must make based on the specific
nature of their business. For example, if they require a centralized, global solution to service users across
continents, their requirements might be different from a customer who is based in one country and requires
access for users only in that country.

If disaster recovery is in scope, you will need to identify the region and primary data center that the customer
would like to use for their solutions. As per SAP design principles, each data center that can be chosen as a
primary location is paired with a secondary data center for DR. It is important to determine if the DR type the
customer has selected is supported in the selected Hyperscaler and region.

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | INTERNAL - SAP and Partners Only 6
Thank you.
Please reach out to your Regional SAP Partner CAA in case of any additional clarifications/questions
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