Name: Introducing Post Go-Live Operations for SAP Commerce Cloud in the Public Cloud
Uploaded: 2026-5-11
Duration: 359 s
Description: In this video, we will walk you through the Post Go-Live Operations for SAP Commerce Cloud in the Public Cloud. You will get a better understanding on what happens after the Go-Live and how SAP supports stability, performance, and a smooth transition into Live Operations.

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<div><div><div><div>In this video, we will walk you through the Post Go-Live Operations for SAP Commerce Cloud in the Public Cloud. You will get a better understanding on what happens after the Go-Live and how SAP supports stability, performance, and a smooth transition into Live Operations.</div></div></div></div>

Introducing Post Go-Live Operations for SAP Commerce Cloud in the Public Cloud

Hello my name is Ophelia and welcome to this presentation. In this session we’ll walk you through the Post Go-Live Operations for SAP Public Commerce Cloud. The focus is on what happens immediately after Go-Live and how SAP supports stability, performance, and a smooth transition into Live operations. There is a lot of very useful information to be presented. Therefore, this is the first part of these recorded sessions detailing this service offered by our Commerce Cloud Technical Operations Management team. This diagram shows how SAP Commerce Cloud Technical Operational Management Services and SAP Support span the full customer cloud lifecycle — from project phase through Go-Live right into live operations. During the project phase we focus on Go-Live safeguarding, and once live we continue with intensified monitoring and support. Surge events and holiday readiness are handled as dedicated services to ensure a high level of customer cloud operations experience. Here is a summary of the Go-Live Safeguarding Service. The key value is having a designated Technical Operations Manager during the critical cutover period. We focus on infrastructure‐related risks, smooth handover to live operations, and provide a summary report at the end of the engagement. This engagement typically runs six weeks, covering before and after Go-Live. If a customer who purchased the Extended Operations Add On service, the engagement may start earlier, lasting longer than the standard six weeks. The following agenda outlines the topics we’ll be covering throughout these recorded sessions. Within this session we’ll start with scope and contractual foundations. In the next session we will cover notifications and S-User concepts. In the last session we will cover support processes, tools, and live operations topics like Surge Events and holiday readiness. So grab your favorite drink, sit back and prepare to take in all the information around your cloud operations with SAP. Hello, my name is Julia, who is assisting Ophelia with this presentation. Lets start with the scope of our Commerce Cloud Services & Support. We want to highlight the commitments defined in the Services Description, so I’ll move into the next slide which defines the scope of the services for SAP Commerce Cloud subscriptions. Here we show where to find the Commerce specific legal, technical and service details you need when buying or operating SAP Commerce Cloud. On the left are the Supplemental Terms & Conditions — this document defines metrics, fees, customer responsibilities, SLAs and availability and is attached to the order form; customers accept the latest Standard Terms & Conditions on renewal or upsells. In the middle are the Technical and Functional Specifications — these describe the features in each edition and the sizing rules for non‐production tenants and consumption credits. On the right are the Services Details on SAP Help — the operational scope and any additional paid offerings. The blue note at the bottom references the specs in the Standard Terms & Conditions, and information to metric details on SAP support pages. Remember: if there’s any discrepancy, the signed agreements and order form take precedence. Lets look at some of the subsequent roles and responsibilities as it pertains to the SAP cloud operations. The complete matrix is available on the SAP Commerce Cloud Service Details, but in a nutshell, the main responsibility of the involved parties are summarised in this table. The details you are seeing here cover Account Management and Service Delivery, which shows how the responsibilities are distributed and the roles are detailed in the legend at the bottom of the screen. It is a customer's responsibility to manage the relationship with their Solution Integrator and to do Traffic volume forecasting. Together with the Implementation Partner, the customer communicates Go-Live 4 to 6 weeks in advance. SAP Provides and reviews a Go-Live checklist with the customer and completes an internal Go-Live preparation of activities. This section of the matrix offers roles and responsibilities on Infrastructure and Server Management. You can see that many of the listed responsibilities in this section are mainly on the SAP side as responsible and accountable. The matrix continues with listing the roles and responsibilities on Application Development, Deployment and Testing. You can see that many of the listed responsibilities in this section are mainly on the Customer and their Solution Integrator side. On the Monitoring roles and responsibilities, much of it falls on the SAP side and the Customer and their Solution Integrator are consulted and/or informed. Last in reviewing this subset of the SAP Commerce Cloud Responsible, Accountable, Consulted and Informed matrix is the Security. This area is well distributed among SAP, the Customer and their Solution Integrator. For a full list of roles and responsibilities SAP offers them within their help portal detailed at the bottom of this screen. In terms of Service Level Agreements, the detail system availability is 99.95%. This is calculated as a percentage during each month for productive versions and available to be reviewed in the Cloud Availability Center after the full month ends. If the customer purchased the Cloud Extended Operation Add On Service, the system availability is 99.99%. For SAP Enterprise Edition Support – You have 24/7 access to Mission Critical support for Priority 1 and Priority 2 issues. For Non-Mission Critical Support, Priority 3 and Priority 4 issues during standard business hours, you will have support from Monday to Friday 8am to 6pm within the Eastern time zone. For more information on Service Level Agreements you can reference the information listed here in the SAP Trust Center. In our next video, we'll talk about the SAP Cloud Notifications and S-User concepts. Topics that you will find of interest with your cloud operations. Thank you for tuning in.