Dear service and support user,

This message is to follow up on customer reports regarding service interruptions and slow application performance over the last couple of weeks, which led to several service disruptions impacting access to the SAP ONE Support Launchpad on February 16th, 22nd and 23rd.

Following the recent service interruptions a thorough root-cause analysis was conducted; we have identified the causes in our software stack and our engineering and operations teams have been able to address these problems respectively as follows:

  • A dedicated work stream has been put in place to improve the resilience and availability of the Identity Authentication Service via two major improvements being rolled out in March and May respectively.
  • Furthermore, a dedicated effort is underway looking into improving the test and delivery processes of the platform, which caused the performance issues on February 22nd and 23rd; this work stream is scheduled to be completed in early April.

The availability, performance and stability of our applications and services are our number one priority, and we are confident that the investments and programs currently underway will ensure greater stability and reliability going forward. As part of this effort we are focused on finding areas for infrastructure and operational improvements to increase stability.

We apologize for any inconveniences the service interruptions and slow application performance may have caused and we appreciate your continued support.

In the event that the SAP ONE Support Launchpad is temporarily unavailable, while the steps listed above are in progress, please contact your SAP Customer Interaction Center (CIC).

CIC can submit an incident on your behalf, provide you with a status update on your existing incident, or share up to date information regarding the current outage as it becomes available.