Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 1 of 20

Transkripsi

1 SERVICE LEVEL AGREEMENT FOR SAP CLOUD SERVICES ( SLA ) 1. Service Level Agreement This Service Level Agreement for SAP Cloud Services sets forth the System Availability SLA for the productive version of the applicable SAP Cloud Services to which customer has subscribed ( Cloud Services ) in an Order Form with SAP. This Service Level Agreement for SAP Cloud Services shall not apply to any SAP Cloud Service for which a System Availability service level is explicitly set forth in the applicable Supplemental Terms and Conditions for such SAP Cloud Service or for which the applicability of service levels is explicitly excluded in the Agreement. 2. Definitions Downtime means the Total Minutes in the Month during which the productive version of the applicable Cloud Service is not available, except for Excluded Downtimes. Local Time means, except as otherwise expressly defined in Section 4 below, the following time zones: UTC 4, Americas (summer); UTC 5, Americas (EST winter) UTC+2, Europe (summer); UTC+1, Europe (CET winter); UTC+8, APJ Month means a calendar month. Monthly Subscription Fees means the monthly (or 1/12 of the annual fee) subscription fees paid for the Cloud Service which did not meet the System Availability SLA. Total Minutes in the Month are measured 24 hours at 7 days a week during a Month. PERJANJIAN TINGKAT LAYANAN UNTUK LAYANAN CLOUD SAP ("SLA") 1. Perjanjian Tingkat Layanan Perjanjian Tingkat Layanan untuk Layanan Cloud SAP ini menyatakan SLA Ketersediaan Sistem untuk versi produktif dari Layanan Cloud SAP yang berlaku, yang untuknya pelanggan telah berlangganan ( Layanan Cloud ) dalam Formulir Pemesanan dengan SAP. Perjanjian Tingkat Layanan untuk Layanan Cloud SAP ini tidak akan berlaku untuk setiap Layanan Cloud SAP yang tingkat layanan Ketersediaan Sistemnya dinyatakan secara tegas dalam Syarat dan Ketentuan Tambahan yang berlaku untuk Layanan Cloud SAP tersebut atau yang penerapan tingkat layanannya secara tegas tidak termasuk dalam Perjanjian. 2. Definisi Waktu Henti berarti Total Menit dalam Bulan saat tidak adanya versi produktif dari Layanan Cloud yang berlaku, kecuali untuk Waktu Henti yang Dikecualikan. Waktu Lokal berarti, kecuali jika dijelaskan secara tegas dalam Pasal 4 di bawah, zonazona waktu berikut ini: UTC 4, Benua Amerika (musim panas); UTC 5, Benua Amerika (EST musim dingin) UTC+2, Eropa (musim panas); UTC+1, Eropa (CET musim dingin); UTC+8, APJ Bulan berarti bulan kalender. Biaya Langganan Bulanan berarti biaya langganan bulanan (atau 1/12 dari biaya tahunan) yang dibayarkan untuk Layanan Cloud yang tidak memenuhi SLA Ketersediaan Sistem. Total Menit dalam Satu Bulan adalah waktu 24 jam yang diukur selama 7 hari dalam satu minggu, selama satu Bulan. 3. System Availability SLA and Credits 3.1 Claim process, Reports Customer may claim a credit in the amount described in the table of Section 3.2 below in case of SAP s failure to meet the System 3. SLA Ketersediaan Sistem dan Kredit 3.1 Proses Klaim, Laporan-laporan Pelanggan dapat mengklaim kredit dalam jumlah yang dijelaskan pada tabel di Pasal 3.2 di bawah apabila SAP tidak mampu Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 1 of 20

2 Availability SLA, which credit Customer may apply to a future invoice relating to the Cloud Service that did not meet the System Availability SLA. Claims under this Service Level Agreement must be made in good faith and by submitting a support case within thirty (30) business days after the end of the relevant Month in which SAP did not meet the System Availability SLA. SAP will provide to customers a monthly report describing the System Availability percentage for the applicable Cloud Service either (i) by following a customer s request to its assigned SAP account manager, (ii) through the Cloud Service or (iii) through an online portal made available to customers, if and when such online portal becomes available. memenuhi SLA Ketersediaan Sistem, di mana Pelanggan dapat menggunakan kredit tersebut pada faktur di masa mendatang yang terkait dengan Layanan Cloud yang tidak memenuhi SLA Ketersediaan Sistem. Klaim-klaim berdasarkan Perjanjian Tingkat Layanan ini harus dibuat dengan itikad baik dan dengan mengirimkan kasus dukungan dalam waktu tiga puluh (30) hari kerja setelah akhir Bulan terkait ketika SAP tidak memenuhi SLA Ketersediaan Sistem. SAP akan memberikan laporan bulanan untuk pelanggan yang menjelaskan persentase Ketersediaan Sistem untuk Layanan Cloud yang berlaku, (i) melalui setelah adanya permintaan Pelanggan ke manajer akun SAP yang ditunjuk oleh pihaknya, (ii) melalui Layanan Cloud, atau (iii) melalui portal online yang disediakan untuk pelanggan, jika dan bilamana portal online tersebut telah tersedia. Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 2 of 20

3 3.2 System Availability System Availability percentage is calculated as follows: 3.2 Ketersediaan Sistem Persentase Ketersediaan Sistem dihitung sebagai berikut: Total MinutesintheMonth Downtime SystemAvailability% age = * 100 Total MinutesintheMonth System Availability SLA ( SLA )/ SLA Ketersediaan Sistem ("SLA") Credit/ Kredit Excluded Downtime/ Waktu Henti yang Dikecualikan Scheduled Downtime/ Waktu Henti Terjadwal 99.5% System Availability percentage during each Month for productive versions/ 99,5% persentase Ketersediaan Sistem setiap Bulan untuk versi produktif 2% of Monthly Subscription Fees for each 1% below SLA, not to exceed 100% of Monthly Subscription Fees/ 2% dari Biaya Langganan Bulanan untuk setiap 1% di bawah SLA dan tidak melebihi 100% Biaya Langganan Bulanan Total Minutes in the Month attributable to:/ Total Menit Per Bulan yang disebabkan oleh: (i) a Scheduled Downtime for which a Regular Maintenance Window is described in Section 4 below, or/ (i) Waktu Henti Terjadwal, yang merupakan Waktu Pemeliharaan Rutin sebagaimana dijelaskan pada Pasal 4 di bawah, atau (ii) any other Scheduled Downtime according to Section 4 for which the customer has been notified at least five (5) business days prior to such Scheduled Downtime/ (ii) Waktu Henti Terjadwal lainnya sesuai dengan Pasal 4 yang untuknya Pelanggan telah diberi tahu sekurangnya lima (5) hari kerja sebelum Waktu Henti Terjadwal tersebut Or/ atau (iii) unavailability caused by factors outside of SAP s reasonable control, such as unpredictable and unforeseeable events that could not have been avoided even if reasonable care had been exercised./ (iii) ketidaktersediaan yang disebabkan oleh faktor-faktor di luar kendali SAP yang wajar, seperti peristiwa yang tak terduga dan tak dapat diramalkan, bahkan jika perawatan yang wajar telah dilakukan. Scheduled Downtime for the applicable Cloud Services to which customer has subscribed is set forth in Section 4 below entitled Maintenance Windows for Cloud Services./ Waktu Henti Terjadwal untuk Layanan Cloud yang berlaku yang telah dilanggan pelanggan, ditetapkan pada Pasal 4 di bawah dengan judul " untuk Layanan Cloud. Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 3 of 20

4 4. Maintenance Windows for SAP Cloud Services SAP can use the following maintenance windows for Scheduled Downtimes as listed below. Where Local Time is referenced, this refers to the location of the data center where the SAP Cloud Service is hosted. 4. untuk Layanan Cloud SAP SAP dapat menggunakan waktu pemeliharaan berikut untuk Waktu Henti Terjadwal sebagaimana yang tercantum di bawah ini. "Waktu Lokal" merujuk kepada lokasi pusat data tempat Layanan Cloud SAP di-host. SAP Agile Data Management Rutin Maintenance Weekly Friday 5:00 p.m. to 7:00 p.m. Pacific USA Time/ Mingguan, Jumat pukul Waktu Pasifik AS Up to 12 times per year from Friday 5:00 p.m. to Friday mid-night Pacific USA Time/ Hingga 12 kali per tahun mulai Jumat pukul hingga Jumat tengah malam waktu Pasifik AS SAP Anywhere Rutin Maintenance Weekly Tuesdays for no more than 2 hours from 11: 00 p.m. to 3:00 a.m. Local Time, and at any time upon 5 days notice from SAP for up to 4 hours./ Mingguan, Selasa selama tidak lebih dari 2 jam mulai pukul pagi Waktu Lokal, dan kapan pun setelah adanya pemberitahuan 5 hari sebelumnya dari SAP hingga selama 4 jam. None/ Tidak ada Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 4 of 20

5 API Management Rutin Maintenance Weekly, Sunday 4:00 a.m. to Sunday 6:00 Mingguan, Minggu pukul Waktu Lokal. Friday 10:00 p.m. to Monday 3:00 a.m. Local Time once per quarter. SAP will inform Customer reasonably in advance about planned major upgrade scheduling./ Jumat pukul hingga Senin pukul Waktu Lokal, satu kali per kuartal. SAP akan menginformasikan Pelanggan secara wajar terlebih dulu tentang jadwal peningkatan besar yang telah direncanakan. SAP Ariba Cloud Offering Rutin Maintenance Saturday, 8:00 a.m. to Saturday, 8:00 p.m. Pacific U.S. Time/ Sabtu, pukul Waktu Pasifik AS SAP reserves the right to extend or change the times of the Window for SAP Ariba Cloud Services, subject to customer rights contained in the GTC.. Notwithstanding Section 3.2 of this Service Level Agreement, SAP will use commercially reasonable efforts to notify Customers at least 72 hours prior to the occurrence of Scheduled Downtime for SAP Ariba Cloud Services. SAP berhak memperpanjang atau mengubah waktu-waktu Pemeliharaan Rutin untuk Layanan Cloud SAP Ariba, sesuai dengan hak pelanggan yang terkandung dalam GTC. Terlepas dari Pasal 3.2 dalam Perjanjian Tingkat Layanan ini, SAP akan melakukan upaya yang wajar secara komersial untuk memberi tahu Pelanggan sekurangnya 72 jam sebelum Waktu Henti Terjadwal untuk Layanan Cloud SAP Ariba. SAP Assessment Management by Questionmark Maintenance Rutin Third Saturday of each month, 5:00 a.m. to 5:00 p.m. Eastern U.S. time for data center(s) located in the U.S.; and 10:00 a.m. to 10:00 p.m. GMT for data center(s) located in Europe./ Sabtu ketiga setiap bulannya, pukul Waktu Timur AS untuk pusat-(pusat) data di AS dan pukul GMT untuk pusat-(pusat) data di Eropa. SAP Browse Manager and Conversion Manager Maintenance Rutin Weekly, between 6:00 p.m. Friday and 3:00 a.m. Monday, U.S. Eastern Time Zone./ Mingguan, antara Jumat pukul dan Senin pukul Waktu Timur AS. Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 5 of 20

6 SAP BusinessByDesign Rutin Maintenance Weekly, Sunday 2:00 a.m. to Sunday 6:00 Mingguan, Minggu pukul Waktu Lokal. Up to 4 times per year from Saturday 6:00 a.m. to Sunday 6:00 Hingga 4 kali per tahun, mulai Sabtu pukul hingga Minggu pukul Waktu Lokal. SAP Circular Authority Rutin Maintenance Nightly, from 9:00 p.m. to 6:00 a.m. Eastern U.S. time./ Setiap malam, mulai pukul hingga pukul pagi Waktu Timur AS Last Friday of each calendar month from 9:00 p.m. to Monday 6:00 a.m. Eastern U.S. time./ Jumat terakhir dari setiap bulan kalender mulai pukul hingga Senin pukul Waktu Timur AS. SAP Cloud Appliance Library Rutin Major Upgrades SAP HANA Cloud Platform/ SAP HANA Cloud Platform SAP Cloud Appliance Library Upgrades**/ SAP Cloud Appliance Library Peningkatan** Maintenance Bi-weekly, in odd calendar weeks (e.g., calendar week 1, 3, 5, etc.), Thursday morning 7:00 a.m. to 8:00 a.m. Central European Time./ Dua mingguan, pada minggu kalender ganjil (misalnya minggu ke- 1, 3, 5, dll.), Kamis pukul Waktu Eropa Tengah. Up to 4 times per year from Friday 10:00 p.m. to Monday 3:00 Hingga 4 kali per tahun, mulai Jumat pukul hingga Senin pukul Waktu Lokal. Once per calendar month, during a one (1) hour window made known by SAP at least one (1) week in advance./ Satu kali per bulan kalender, selama satu (1) jam, yang diketahui oleh SAP selambatnya satu (1) minggu sebelumnya. ** Maintenance Windows for the SAP Cloud Appliance Library are separate from and in addition to Maintenance Windows for the SAP HANA Cloud, both of which are applicable to the Cloud Service. ** untuk SAP Cloud Appliance Library terpisah dan sebagai tambahan dari untuk SAP HANA Cloud, keduanya termasuk dalam Layanan Cloud. SAP Cloud for Analytics Maintenance Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 6 of 20

7 Rutin Weekly/ Mingguan Saturday 7:00 a.m. to 10:00 a.m. Australian Eastern Standard Time (AEST = UTC + 10) / Australian Eastern Daylight Time (AEDT = UTC+11) for data centers in Australia./ Sabtu pukul Waktu Standar Timur Australia (AEST = UTC + 10) / Waktu Musim Panas Timur Australia (AEDT = UTC+11) untuk pusat data di Australia. Sunday 8:00 p.m. to 11:00 p.m. Eastern Standard Time (EST =UTC-5) / Eastern Daylight Time (EDT = UTC 4) for datacenters in Americas./ Minggu pukul Waktu Standar Timur (EST =UTC-5) / Waktu Musim Panas Timur (EDT = UTC 4) untuk pusat data di benua Amerika. Friday 10:00 p.m. to 1:00 a.m. Saturday Central European Time (CET = (UTC+1) / Central European Summer Time (CEST = UTC+2) for data centers in Europe./ Jumat pukul hingga Sabtu pukul pagi Waktu Eropa Tengah (CET = (UTC+1) / Waktu Musim Panas Eropa Tengah (CEST = UTC+2) untuk pusat data di Eropa. Weekly, Friday/ Mingguan, Jumat 6:00 p.m. to 9:00 p.m. Australian Eastern Standard Time (AEST = UTC + 10) / Australian Eastern Daylight Time (AEDT = UTC+11) for data centers in Australia./ Pukul Waktu Standar Timur Australia (AEST = UTC + 10) / Waktu Musim Panas Timur Australia (AEDT = UTC+11) untuk pusat data di Australia. 5:00 a.m. to 8:00 a.m. Eastern Standard Time (EST =UTC-5) / Eastern Daylight Time (EDT = UTC 4) for data centers in Americas./ Pukul pagi Waktu Standar Timur (EST =UTC-5) / Waktu Musim Panas Timur (EDT = UTC 4) untuk pusat data di benua Amerika. 2:00 p.m. to 5:00 p.m. Central European Time (CET = (UTC+1) / Central European Summer Time (CEST = UTC+2) for datacenters in Europe./ Pukul Waktu Eropa Tengah (CET = (UTC+1) / Waktu Musim Panas Eropa Tengah (CEST = UTC+2) untuk pusat data di Eropa. SAP Cloud for Customer Rutin Maintenance Weekly, Sunday 2:00 a.m. to Sunday 6:00 Mingguan, Minggu pukul Waktu Lokal. Up to 4 times per year from Saturday 6:00 am to Sunday 6:00 Hingga 4 kali per tahun, mulai Sabtu pukul hingga Minggu Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 7 of 20

8 pukul Waktu Lokal. SAP Cloud for EPM (Includes Cloud for Planning) Maintenance Rutin Weekly: Saturday 7:00 a.m. to 10:00 a.m. Australian Eastern Standard Time (AEST = UTC + 10) / Australian Eastern Daylight Time (AEDT = UTC+11) for data centers in Australia./ Mingguan: Sabtu pukul Waktu Standar Timur Australia (AEST = UTC + 10) / Waktu Musim Panas Timur Australia (AEDT = UTC+11) untuk pusat data di Australia. Sunday 8:00 p.m. to 11:00 p.m. Eastern Standard Time (EST =UTC-5) / Eastern Daylight Time (EDT = UTC 4) for datacenters in Americas./ Minggu pukul Waktu Standar Timur (EST =UTC-5) / Waktu Musim Panas Timur (EDT = UTC 4) untuk pusat data di benua Amerika. Friday 10:00 p.m. to 1:00 a.m. Saturday Central European Time (CET = (UTC+1) / Central European Summer Time (CEST = UTC+2) for data centers in Europe./ Jumat pukul hingga Sabtu pukul pagi Waktu Eropa Tengah (CET = (UTC+1) / Waktu Musim Panas Eropa Tengah (CEST = UTC+2) untuk pusat data di Eropa. Weekly, Friday: 6:00 p.m. to 9:00 p.m. Australian Eastern Standard Time (AEST = UTC + 10) / Australian Eastern Daylight Time (AEDT = UTC+11) for data centers in Australia./ Mingguan, Jumat: pukul Waktu Standar Timur Australia (AEST = UTC + 10) / Waktu Musim Panas Timur Australia (AEDT = UTC+11) untuk pusat data di Australia. 5:00 a.m. to 8:00 a.m. Eastern Standard Time (EST =UTC-5) / Eastern Daylight Time (EDT = UTC 4) for data centers in Americas./ Pukul pagi Waktu Standar Timur (EST =UTC-5) / Waktu Musim Panas Timur (EDT = UTC 4) untuk pusat data di benua Amerika. 2:00 p.m. to 5:00 p.m. Central European Time (CET = (UTC+1) / Central European Summer Time (CEST = UTC+2) for datacenters in Europe./ Pukul Waktu Eropa Tengah (CET = (UTC+1) / Waktu Musim Panas Eropa Tengah (CEST = UTC+2) untuk pusat data di Eropa. SAP Cloud for Product Stewardship Maintenance Rutin Bi-Weekly, Thursday 11:00 a.m. to Thursday 11:45 a.m. Local Time./ Dua mingguan pukul pagi Waktu Lokal Up to 4 times per year from Thursday 11:00 a.m. to Friday 11:00 Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 8 of 20

9 Hingga 4 kali per tahun mulai Kamis pukul hingga Jumat pukul Waktu Lokal. SAP Cloud for Travel and Expense Maintenance Rutin Weekly, Sunday 2:00 a.m. to Sunday 6:00 Mingguan, Minggu pukul Waktu Lokal. Up to 4 times per year from Saturday 6:00 a.m. to Sunday 6:00 Hingga 4 kali per tahun mulai Sabtu pukul pagi hingga Minggu pukul Waktu Lokal. Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 9 of 20

10 SAP Communication Center by Ancile Maintenance Rutin Customer may select from any one of the following maintenance window options: (1) Tuesday and Thursday from 2:00 a.m. to 4:00 a.m. Local Time (*); or (2) Saturday from 2:00 a.m. to 6:00 Pelanggan dapat memilih salah satu opsi waktu pemeliharaan berikut ini: (1) Selasa dan Kamis pukul pagi Waktu Lokal (*); atau (2) Sabtu pukul pagi Waktu Lokal. Up to 4 times per year from Friday 10:00 p.m. to Saturday 10:00 p.m. Local Time./ Hingga 4 kali per tahun, mulai Jumat pukul hingga Sabtu pukul Waktu Lokal. SAP Connected Logistics Rutin Maintenance Weekly, Monday and Thursday morning 4:30 a.m. to 6:30 a.m. Central European Time (CET)./ Mingguan, Senin dan Kamis pukul pagi Waktu Eropa Tengah (CET). Up to 4 times per year on any weekday from 4:30 a.m. to 8:30 a.m. Central European Time (CET)./ Hingga 4 kali per tahun pada setiap hari kerja, pukul pagi Waktu Eropa Tengah (CET). SAP Contact Center, Cloud Edition Maintenance Rutin Weekly, Wednesday 1:00 a.m. 5:00 Mingguan, Rabu pukul Waktu Lokal. Quarterly, Friday 10:00 p.m. Monday 3:00 a.m./ Per Kuartal, Jumat pukul Senin pukul Waktu Lokal. SAP Event Ticketing, SAP Event Ticketing Pro Maintenance Rutin From midnight to 6:00 a.m. Mondays and Wednesdays, Local Time./ Mulai tengah malam hingga pukul 06:00 pagi setiap Senin dan Rabu, Waktu Lokal. Max. 2 per year from 10:00 p.m. on a Friday to 4:00 a.m. on a Monday, Local Time./ Hingga 2 kali per tahun mulai Jumat pukul hingga Senin pukul 04.00, Waktu Lokal.. Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 10 of 20

11 SAP Financial Services Network Maintenance Rutin Weekly, Sunday 4:00 a.m. to Sunday 6:00 Mingguan, Minggu pukul Waktu Lokal. Up to 4 times per year from Friday 10:00 p.m. to Monday 3:00 Hingga 4 kali per tahun, mulai Jumat pukul hingga Senin pukul Waktu Lokal. HANA Cloud Integration Rutin Maintenance Weekly, Sunday 4:00 a.m. to 6:00 Mingguan, Minggu pukul pagi Waktu Lokal. Quarterly, Friday 10:00 p.m. to Monday 3:00 Per Kuartal, Jumat pukul hingga Senin pukul Waktu Lokal. HANA Cloud Platform. Rutin Maintenance Platform: Bi-weekly, in odd calendar weeks (e.g., calendar week 1, 3, 5, etc.), Thursday morning 7AM to 8AM CET./ Platform: Dua mingguan, dalam minggu kalender ganjil (misalnya minggu ke-1, 3, 5, dll.), Kamis pukul CET. SAP HANA Cloud Portal: Bi-weekly, in odd calendar weeks, Sundays 12:00-13:00 CET./ Portal Cloud SAP HANA: Dua mingguan, dalam minggu kalender ganjil, setiap Minggu pukul CET. Up to 4 times per year from Friday 10 pm to Monday 3 am Coordinated Universal Time(*).SAP will inform Customer in due time in advance (either by or by any other electronic means)/ Hingga 4 kali per tahun mulai Jumat pukul hingga Senin pukul pagi Waktu Universal Terkoordinasi(*). SAP akan menginformasikan Pelanggan terlebih dulu pada waktu yang tepat (melalui atau media elektronik lainnya) Layanan gamifikasi HANA Cloud Platform. Maintenance Rutin Bi-weekly, in odd calendar weeks (e.g., calendar week 1, 3, 5, etc.) during the following times:/ Dua mingguan pada minggu kalender ganjil (misalnya minggu kalender ke-1, 3, 5, dll.), selama waktu-waktu berikut: For data centers in Europe: Thursday morning 7:00 a.m. to Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 11 of 20

12 8:00 a.m. Central European Time (CET) = UTC+1) / Central European Summer Time (CEST = UTC+2),/ Untuk pusat data di Eropa: Kamis pagi pukul :00 Waktu Eropa Tengah (CET) = UTC+1) / Waktu Musim Panas Eropa Timur (CEST = UTC+2), For data centers in the United States: 3:00 a.m. to 4:00 a.m. Eastern Standard Time (EST = UTC-5) / 4:00 a.m. to 5:00 a.m. Eastern Daylight Time (EDT = UTC-4)/ Untuk pusat data di Amerika Serikat: pukul Waktu Standar Timur (EST = UTC-5)/pukul Waktu Musim Panas Timur (EDT = UTC-4) For data centers in Australia: 10:00 p.m. to 11:00 p.m. Australian Eastern Standard Time (AEST = UTC+10) / 11:00 p.m. to 12:00 a.m. Australian Eastern Daylight Time (AEDT = UTC+11)./ Untuk pusat data di Australia: pukul Waktu Standar Timur Australia (AEST = UTC+10)/pukul siang Waktu Musim Panas Timur Australia (AEDT = UTC+11). In this downtime Platform Applications cannot be deployed and restarted. Running Platform Applications will not be affected./ Dalam waktu-waktu henti tersebut, Aplikasi Platform tidak dapat ditempatkan dan dimulai kembali. Aplikasi Platform yang sedang berjalan tidak akan terpengaruh. Up to 4 times per year from Saturday 8:00 a.m. to 2:00 p.m. Central European Time (CET). SAP will inform Customer in due time in advance (either by or by any other electronic means)./ 0Hingga 4 kali per tahun mulai Sabtu pukul hingga pukul Waktu Eropa Tengah (CET). SAP akan memberitahukan Pelanggan terlebih dahulu secara tepat waktu (melalui atau sarana elektronik lainnya). SAP Consumer Insight 365 Maintenance Rutin Weekly, Friday 8:00 p.m. Monday 8:00 a.m. U.S. Eastern Time/ Mingguan, Jumat pukul Senin pukul Waktu Timur AS Quarterly, Friday 8:00 p.m. Monday 8:00 a.m. Eastern Time/ Per Kuartal, Jumat pukul Senin pukul Waktu Lokal. SAP Fiori, cloud edition Rutin Maintenance Bi-weekly, in odd calendar weeks (e.g., calendar week 1, 3, 5, etc.), Thursday 9:00 a.m. to 11:00 a.m. CET./ Dua mingguan, pada minggu kalender ganjil (misalnya minggu ke-1, 3, 5, dll.), Kamis pukul Waktu Eropa Tengah. Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 12 of 20

13 Up to 4 times per year from Saturday 8:00 a.m. to 2:00 p.m. CET (*). SAP will inform Customer in due time in advance (either by or by any other electronic means)/ Hingga 4 kali per tahun, mulai Sabtu pukul Waktu Eropa Tengah. SAP akan memberitahukan Pelanggan terlebih dahulu secara tepat waktu (melalui atau sarana elektronik lainnya). SAP Innovation Management Maintenance Rutin Weekly, Sunday 4 AM to 6 AM Local Time./ Mingguan, Minggu pukul pagi Waktu Lokal. Quarterly, Friday 10PM to Monday 3AM/ Per Kuartal, Jumat pukul hingga Senin pukul SAP Integrated Business Planning (sebelumnya bernama SAP Sales & Operations Planning) Maintenance Rutin Minor Upgrades/ Peningkatan Kecil Weekly, Sunday 2:00 a.m. to 6:00 Mingguan, Minggu pukul Waktu Lokal. Friday 10:00 p.m. to Monday 3:00 a.m. Local Time once per quarter./ Jumat pukul hingga Senin pukul Waktu Lokal, satu kali per kuartal. Sunday 2:00 a.m. to 2:00 p.m. Local Time once per quarter./ Minggu pukul Waktu Lokal, satu kali per kuartal. SAP Knowledge Central by Mindtouch Maintenance Rutin SAP may use one of the following maintenance window options: (1) Tuesday and Thursday from 2:00 a.m. to 4:00 a.m. Local Time; or (2) Saturday from 2:00 a.m. to 6:00 Pelanggan dapat memilih salah satu opsi waktu pemeliharaan berikut ini: (1) Selasa dan Kamis pukul pagi Waktu Lokal atau (2) Sabtu pukul pagi Waktu Lokal. Up to 4 times per year from Friday 10:00 p.m. to Saturday 10:00 p.m. Local Time./ Hingga 4 kali per tahun, mulai Jumat pukul hingga Sabtu pukul Waktu Lokal. SAP Lumira Cloud Maintenance Bi-weekly, in odd calendar weeks (e.g., calendar week 1, 3, 5, etc.), Thursday morning 7:00 a.m. to 8:00 a.m. Central European Time./ Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 13 of 20

14 Rutin Dua mingguan, pada minggu kalender ganjil (misalnya minggu ke-1, 3, 5, dll.), Kamis pukul Waktu Eropa Tengah. Up to 4 times per year from Friday 10:00 p.m. to Monday 3:00 a.m. Local Time (*)/ Hingga 4 kali per tahun, mulai Jumat pukul hingga Senin pukul Waktu Lokal.(*) SAP Mobile Secure Cloud Edition Maintenance Rutin Bi-weekly, in odd calendar weeks (e.g., calendar week 1, 3, 5, etc.), Saturday 2:00 a.m. to 10:00 a.m. Eastern U.S. time./ Dua mingguan, pada minggu kalender ganjil (misalnya minggu ke-1, 3, 5, dll.), Sabtu pukul Waktu Timur AS. Up to 4 times per year from Friday 10:00 p.m. to Monday 3:00 Hingga 4 kali per tahun, mulai Jumat pukul hingga Senin pukul Waktu Lokal. SAP Precision Marketing Rutin Maintenance Bi-weekly, Wednesday morning 4:00 a.m. to 6:00 a.m. Central European Time (CET)./ Dua mingguan, Rabu pukul pagi Waktu Eropa Tengah (CET). Up to 4 times per year from Friday 10:00 pm to Monday 3:00 a.m. Local Time./ Hingga 4 kali per tahun, mulai Jumat pukul hingga Senin pukul Waktu Lokal. SAP Predictive Maintenance and Service, Edisi Cloud Maintenance Rutin Weekly Friday 4:00 p.m. to 6:00 p.m. Central European Time (CET)./ Mingguan, Jumat pukul Waktu Eropa Tengah (CET). Up to 8 times per year from Friday 4:00 p.m. to Monday 8:00 a.m. CET./ Hingga 8 kali per tahun, mulai Jumat pukul hingga Senin pukul CET. Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 14 of 20

15 SAP Product Stewardship Network Maintenance Rutin Emergency Maintenance/ Pemeliharaan Darurat Tuesdays and Thursdays from 8:00 a.m. to 9:00 a.m. Central European Time (UTC+1) or CEST in summer time (UTC+2)./ Selasa dan Kamis mulai pukul Waktu Eropa Tengah (UTC+1) atau CEST pada waktu musim panas (UTC+2). Up to 4 times per year from Tuesday 5:00 a.m. to Tuesday 12:00 p.m. Central European Time. SAP will inform Customer reasonably in advance about planned major upgrade scheduling./ Hingga 4 kali per tahun mulai Selasa pukul Waktu Eropa Tengah. SAP akan menginformasikan Pelanggan secara wajar terlebih dulu tentang jadwal peningkatan besar yang telah direncanakan. Only as required for emergency fixes, any day of the week, if possible from 8:00 a.m. to 9:00 a.m. Central European Time (UTC+1), or CEST in summer time (UTC+2). SAP will notify customers as soon as possible when an emergency maintenance window is planned./ Hanya jika diperlukan untuk perbaikan darurat, hari apa pun dalam suatu minggu, jika memungkinkan mulai pukul Waktu Eropa Tengah (UTC+1), atau CEST pada waktu musim panas (UTC+2). SAP akan memberitahukan pelanggan sesegera mungkin saat waktu pemeliharaan darurat direncanakan. SAP Resolve Window/ Rutin Maintenance Third Saturday of each month, 9:00 p.m. to 11:00 p.m. Eastern Standard Time (EST =UTC-5) / Eastern Daylight Time (EDT = UTC 4)/ Sabtu ketiga setiap bulan, pukul Waktu Standar Timur (Eastern Standard Time/EST =UTC-5)/ Waktu Musim Panas Timur (Eastern Daylight Time/EDT = UTC 4) Up to four times per year from Friday 10:00 p.m. to Monday 3:00 a.m. Eastern Standard Time (EST =UTC-5) / Eastern Daylight Time (EDT = UTC 4)/ Maksimal empat kali per tahun mulai Jumat pukul hingga Senin pukul Waktu Standar Timur (EST =UTC-5) / Waktu Musim Panas Timur (EDT = UTC 4) S/4HANA Cloud Edition Maintenance Weekly, Sunday 2:00 a.m. to Sunday 6:00 Mingguan, Minggu pukul Waktu Lokal. Rutin Up to 4 times per year from Friday 10:00 p.m. to Monday 3:00 Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 15 of 20

16 Hingga 4 kali per tahun, mulai Jumat pukul hingga Senin pukul Waktu Lokal. SAP Scouting Rutin Maintenance Bi-weekly, in odd calendar weeks (e.g., calendar week 1, 3, 5, etc.), Thursday morning 7:00 a.m. to 8:00 a.m. Central European Time./ Dua mingguan, pada minggu kalender ganjil (misalnya minggu ke- 1, 3, 5, dll.), Kamis pukul Waktu Eropa Tengah. Up to 4 times per year from Friday 10:00 p.m. to Monday 3:00 Hingga 4 kali per tahun, mulai Jumat pukul hingga Senin pukul Waktu Lokal. SAP Sentinel cloud edition Rutin Maintenance Daily, 3:00 a.m. to 6:00 a.m. Local Time, Tuesday through Saturday/ Harian, pukul Waktu Lokal, Kamis sampai Sabtu Up to 4 times a year Saturday 10:00 p.m. to Monday 6:00 a.m. Local Time/ Hingga 4 kali per tahun, Sabtu pukul hingga Senin pukul Waktu Lokal. SAP Signature Management by Docusign To the extent maintenance must be performed on the Cloud Service, SAP shall use maintenance windows for planned downtimes applicable to the SAP cloud solution associated with use of the Cloud Service. SAP Signature Management by Docusign Apabila harus dilakukan pemeliharaan terhadap Layanan Cloud, SAP akan menggunakan waktu pemeliharaan untuk waktu henti terencana yang berlaku untuk solusi cloud SAP yang terkait dengan Layanan Cloud. SAP SportsOne Rutin Maintenance Bi-weekly,/ Dua mingguan, Tuesday 6:00 a.m. to Tuesday 8:00 a.m. Local Time/ Selasa pukul Waktu Lokal Thursdays 6:00 a.m. to Thursday 7:00 a.m. Local Time/ Kamis pukul Waktu Lokal Once per year, 8 hours/ Satu kali dalam satu tahun, 8 jam SAP SuccessFactors Business Execution Suite dan SAP Learning Hub Maintenance Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 16 of 20

17 Rutin US and Canada data centers: weekly, midnight (Friday- Saturday) to 7:00 a.m. Saturday U.S. Eastern Time and midnight (Saturday-Sunday) to 7:00 a.m. Sunday U.S. Eastern Time;/ Pusat data AS dan Kanada: mingguan, tengah malam (Jumat- Sabtu) hingga Sabtu pukul pagi Waktu Timur AS dan tengah malam (Sabtu-Minggu) hingga Minggu pukul pagi Waktu Timur AS; Europe data centers: weekly, midnight (Friday-Saturday) to 7:00 a.m. Saturday GMT and midnight (Saturday-Sunday) to 7:00 a.m. Sunday GMT;/ Pusat data Eropa: mingguan, tengah malam (Jumat-Sabtu) hingga Sabtu pukul pagi GMT dan tengah malam (Sabtu- Minggu) hingga Minggu pukul pagi GMT; Asia Pacific/Australian data center: weekly, midnight (Friday- Saturday) to 7:00 a.m. Saturday AU Eastern Time and midnight (Saturday-Sunday) to 7:00 a.m. Sunday AU Eastern Time; and/ Pusat data Asia Pasifik/Australia: mingguan, tengah malam (Jumat-Sabtu) hingga Sabtu pukul pagi Waktu Timur Australia dan tengah malam (Sabtu-Minggu) hingga Minggu pukul pagi Waktu Timur Australia; dan China data center: weekly, midnight (Friday-Saturday) to 7:00 a.m. Saturday China Standard Time and midnight (Saturday- Sunday) to 7:00 a.m. Sunday China Standard Time./ Pusat data Cina: mingguan, tengah malam (Jumat-Sabtu) hingga Sabtu pukul pagi Waktu Standar Cina dan tengah malam (Sabtu-Minggu) hingga Minggu pukul pagi Waktu Standar Cina. SAP SuccessFactors Encryption Maintenance Rutin US and Canada data centers: weekly, midnight (Friday- Saturday) to 7:00 a.m. Saturday U.S. Eastern Time and midnight (Saturday-Sunday) to 7:00 a.m. Sunday U.S. Eastern Time;/ Pusat data AS dan Kanada: mingguan, tengah malam (Jumat- Sabtu) hingga Sabtu pukul pagi Waktu Timur AS dan tengah malam (Sabtu-Minggu) hingga Minggu pukul pagi Waktu Timur AS; Europe data centers: weekly, midnight (Friday-Saturday) to 7:00 a.m. Saturday GMT and midnight (Saturday-Sunday) to 7:00 a.m. Sunday GMT;/ Pusat data Eropa: mingguan, tengah malam (Jumat-Sabtu) hingga Sabtu pukul pagi GMT dan tengah malam (Sabtu- Minggu) hingga Minggu pukul pagi GMT; Asia Pacific/Australian data center: weekly, midnight (Friday- Saturday) to 7:00 a.m. Saturday AU Eastern Time and midnight (Saturday-Sunday) to 7:00 a.m. Sunday AU Eastern Time; and/ Pusat data Asia Pasifik/Australia: mingguan, tengah malam (Jumat-Sabtu) hingga Sabtu pukul pagi Waktu Timur Australia dan tengah malam (Sabtu-Minggu) hingga Minggu pukul Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 17 of 20

18 07.00 pagi Waktu Timur Australia; dan China data center: weekly, midnight (Friday-Saturday) to 7:00 a.m. Saturday China Standard Time and midnight (Saturday- Sunday) to 7:00 a.m. Sunday China Standard Time./ Pusat data Cina: mingguan, tengah malam (Jumat-Sabtu) hingga Sabtu pukul pagi Waktu Standar Cina dan tengah malam (Sabtu-Minggu) hingga Minggu pukul pagi Waktu Standar Cina. Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 18 of 20

19 SAP Jam Windows*/ Rutin* *In addition to the maintenance windows for the SAP SuccessFactors Business Execution Suite/ *Selain waktu pemeliharaan untuk SAP SuccessFactors Business Execution Suite Maintenance Weekly, Midnight (Thursday-Friday) to 1:00 a.m. Friday U.S. Eastern Time for the US and Canada data centers;/ Mingguan, Tengah Malam (Kamis-Jumat) hingga Jumat pukul pagi Waktu Timur AS untuk pusat data AS dan Kanada; Weekly, 11:00 p.m. Thursday to midnight (Thursday-Friday) Central European Time for the Europe data centers; and/ Mingguan, Kamis pukul hingga tengah malam (Kamis- Jumat) Waktu Eropa Tengah untuk pusat data Eropa; dan Weekly, 7:00 a.m. to 8:00 a.m. Saturday China Standard Time for the China data center./ Mingguan, Sabtu pukul Waktu Standar Cina untuk pusat data Cina. SAP Jam Communities Rutin Maintenance Thursday between 5:00 p.m. and 6:00 p.m. U.S. Eastern Time/ Kamis antara pukul dan Waktu Timur AS Midnight (Friday-Saturday) to 7:00 a.m. U.S. Eastern Time/ Tengah malam (Jumat-Sabtu) hingga Sabtu pukul pagi Waktu Timur AS Recruiting Marketing Rutin Maintenance Weekly, Fridays from 11:00 p.m. to 3:00 a.m. U.S. Eastern Time and Saturdays from 7:00 a.m. to 10:00 a.m. U.S. Eastern Time/ Mingguan, setiap Jumat mulai pukul pagi Waktu Timur AS dan setiap Sabtu pukul Waktu Timur AS SAP Time and Attendance Management by Workforce Software Maintenance Rutin Weekly, Sunday 2:00 a.m. to 6:00 a.m., Local Time/ Mingguan, Minggu pukul pagi Waktu Lokal. SAP TwoGo Rutin Maintenance As required with one (1) day notice to site administrator of Customer./ Sesuai keperluan, dengan pemberitahuan satu (1) hari sebelumnya kepada pengelola situs Pelanggan. Up to once a month from Friday 10:00 p.m. to Monday 3:00 a.m. Central European Time (CET)./ Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 19 of 20

20 Maksimal satu kali dalam satu bulan mulai Jumat pukul hingga Senin pukul Waktu Eropa Tengah (CET) SAP U.S. Benefits Management by Benefitfocus Maintenance Rutin Friday 11:00 p.m. to Saturday 7:00 a.m. Eastern U.S. time./ Jumat pukul hingga Sabtu pukul Waktu Timur AS. SAP Vehicles Network Rutin Maintenance Weekly, Sunday 08:00 am 10:00 am Local Time./ Mingguan, Minggu pukul Waktu Lokal. Quarterly, Saturday 10:00 pm to Monday 06:00 am Local Time./ Per Kuartal, Sabtu pukul hingga Senin pukul Waktu Lokal. SAP Workforce Performance Builder Maintenance Rutin Weekly, Thursday 4:00 p.m. to Thursday 8:00 p.m. Local Time./ Dua mingguan, Kamis pukul Waktu Lokal Up to 4 times per year from Thursday 4:00 p.m. to Friday 6:00 Hingga 4 kali per tahun mulai Kamis pukul hingga Jumat pukul Waktu Lokal. Service Level Agreement for SAP Cloud Services (DUAL) idid.v Page 20 of 20