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Are the SLA's for S/4HANA Cloud MTE incidents posted anywhere?

former_member95896
Active Contributor
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603

Hello,

After doing a search I couldn't find the SLA's posted anywhere on the help.sap.com or knowledge base for incidents, does anyone have a link or can point me towards where to find this documentation?

I'm looking to update some documentation and continue to educate our user base on expectations for medium, high, very high, etc.

Thanks,

Ryan

Accepted Solutions (1)

Accepted Solutions (1)

Greta
Product and Topic Expert
Product and Topic Expert
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Hello,

under "Support Policy for SAP Cloud Services", Chapter 4. Customer Response Level

https://www.sap.com/about/trust-center/agreements/cloud/cloud-services.html?search=Support&infl=453f...

Regards,

Greta

Answers (2)

Answers (2)

JZijderveld
Active Participant
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I've found the SLA information in 'Service Level Agreement for SAP Cloud Services' https://www.sap.com/docs/download/agreements/product-use-and-support-terms/cls/en/service-level-agre...

It is in the Trust Center in the agreements section

former_member132363
Active Contributor
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Here are some SAP resources you may review based on your topic "educate | s/4hana cloud | mte incidents"

SAP S/4HANA Cloud Implementation

If you are deploying SAP S/4HANA Cloud, you'll benefit from listening to some of the recorded Webinars, called meet-the-expert (MTE) sessions, and tutorials?...

https://support.sap.com/en/offerings-programs/enterprise-support/enterprise-support-academy/sap-s-4h...

Implementation Portal

The implementation portal for SAP S/4HANA Cloud is a key component of SAP ... of the MTE session about SAP S/4HANA Cloud Implementation Portal explains?...

https://support.sap.com/en/alm/sap-cloud-alm/implementation-portal.html

SAP Preferred Success & SAP Preferred Care

Our cloud success plans not only support and educate your users, they also ... such as prioritized incident handling and advanced service level agreements. ... and is currently available for SAP SuccessFactors, and SAP S/4HANA Cloud?...

https://support.sap.com/en/offerings-programs/preferred-care.html