This message is a follow-up with regards to availability of the SAP ONE Support Launchpad as announced in a statement on February 28, 2017. We would like to share information on the latest implemented improvements and plans going forward.

After thorough root-cause analysis on the experienced incidents, we have identified the causes in our software stack and our engineering and operations teams have addressed these problems respectively as follows:

  • A dedicated work stream was put in place to improve the resilience and availability of the Identity Authentication Service. First improvements have been rolled out in March, further enhancements are planned to be implemented in the production landscape until end of Q2 / 2017.
  • Central critical components in the underlying infrastructure have been isolated and scaled accordingly, to guarantee high availability in high load situations. In addition, dedicated caching layers have been introduced to minimize the effect during potential disruptions.
  • More real user load activities take place on SAP Cloud Platform internal landscapes– This helps to identify, isolate and solve issues that only happen in real load situations before they reach the customer environment SAP ONE Support Launchpad.

The SAP ONE Support Launchpad has 2.5 million visitors per month, i.e. 80,000 unique users per day – with up to 20,000 backend requests per minute. We are aware of the impact caused by unavailability and continuously work on our services: The availability, performance and stability of our applications and services are our number one priority, and we are confident that the investments and programs done and currently underway ensure greater stability and reliability going forward. This effort is a continuous process to focus on finding and fixing areas for infrastructure and operational improvements in the upcoming months.

We apologize for any inconveniences the past incidents 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).