What it does
SAP Engagement Cloud, formerly SAP Emarsys, uses customer and operational data for marketing across email and other channels. It supports audience-based and event-based programs, with production pricing quoted in blocks of 100,000 contacts.
Choose the program's maintenance state before changing a live journey. Pause can queue contacts and events; messages already at a message node can still be triggered. Freeze blocks new entry and discards those attempted entries, while removing contacts already in the program. Event-based contacts at Wait nodes exit after their waiting period, even if the program is reactivated meanwhile.
A paused program automatically becomes Frozen after seventy-two hours. Pausing or freezing an audience-based program also does not cancel Send Time Optimization emails that were already scheduled. The documented cancellation route for those launches involves SAP support. For a time-sensitive promotion, include the existing send schedule and queued contacts in the change decision.
Production pricing is quoted in blocks of 100,000 contacts, with contract duration agreed on request and automatic renewal. The separate partner test-and-demo tenant permits noncommercial demonstration and testing, with a three-month minimum term. A marketing team planning live customer messages needs the production offer.
Strengths
- Program states define how queued and incoming contacts are handled
- Operational data can drive cross-channel marketing interactions
Watch out for
- Paused programs automatically become Frozen after seventy-two hours
- Pause or Freeze does not cancel already scheduled audience-based STO launches
Best for
- Enterprise marketing teams maintaining operationally connected customer journeys
Sources
- SAP Engagement Cloud | Omnichannel Marketing (Oct 26, 2026)
- Pausing Programs | SAP Help Portal (Oct 26, 2026)
- Freezing Programs | SAP Help Portal (Oct 26, 2026)
- SAP Engagement Cloud pricing (Oct 27, 2026)