Legal
Service level agreement
What we commit to on availability, response times and maintenance — and what happens if we miss it.
What you get
99.5% uptime target
Measured monthly on dedicated environments, excluding planned maintenance.
Fast first response
Critical access issues answered within a few hours during support hours.
Announced maintenance
Planned windows communicated at least 48 hours in advance.
Service credits
Missed targets are credited against your next cycle.
Specification
- Availability target
- 99.5% monthly (dedicated)
- Critical response
- Within 4 hours in support hours
- General response
- Within one working day
- Maintenance notice
- 48 hours minimum
Exclusions
- Planned, announced maintenance
- Issues on your own network or device
- Misuse or unauthorised changes
- Events outside our reasonable control
Included as standard
Everything below comes with every environment
Activated in hours
Most environments are handed over the same working day, with credentials and a quick-start note.
Secure remote access
Encrypted logins, isolated users and clean deletion when your environment ends.
Daily backups
Snapshots every day with restore on request, so a wrong transport never costs you a week.
Human support
Reach an SAP infrastructure engineer on call, WhatsApp or email — not a ticket queue.
Common questions
How soon can I start working?
Most environments are handed over the same working day. Larger dedicated landscapes or big training batches can take a little longer, and we confirm the timeline before you pay.
Can I extend or upgrade later?
Yes. You can extend the duration, add users or move to a larger environment at any time, and your existing work carries over.
Is this suitable for production use?
No. These are learning, training, development, testing and demo environments — they are not intended for running live business data.
Not Sure Which SAP Server You Need?
Tell us your SAP module, version and requirement. Our SAP experts will help you choose the right environment.
SAP infrastructure desk
Typical reply within business hours
- Module and version guidance
- Right-sizing RAM, CPU and storage
- Trainer and batch setups
- Dedicated landscape scoping