{ "schema_version": "1.2.0", "generated_at": "2026-09-09T01:12:48.605Z", "last_modified": "2026-06-23", "result": { "slug": "sap", "name": "SAP", "vendor": "SAP", "website": "https://www.sap.com/index.html", "category": "enterprise-and-operations", "category_name": "Enterprise & Operations", "tags": [], "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.7, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "linear", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": "\"Credit\" means 2% of the Monthly Subscription Fees for each 1% below the System Availability SLA, not to exceed 100% of the fees paid (v8-2023).", "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_month", "business_days": true, "method": "Documented support case (SAP ONE Support)", "url": "https://support.sap.com/en/index.html", "required_evidence": [ "Documented support case" ], "review_days": null, "credit_application": "Applied to a future invoice for the affected Cloud Service" }, "exclusions": [ "Maintenance Window (scheduled weekly maintenance)", "Major Upgrade Window notified at least 5 business days in advance", "Factors outside SAP's reasonable control (unforeseeable events)" ], "support": { "tiers": [ "Standard", "Enterprise Support", "Preferred Success", "ActiveAttention", "MaxAttention" ], "has_24x7": true, "fastest_response": "1 hour (Very High/P1, Enterprise Support, 24x7)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://support.sap.com/en/offerings-programs.html", "note": "Enterprise Support priced as a percentage of license; premium engagements add designated SAP contacts. Targets, not credit-backed. Enterprise Support Mission Critical: 1-hour P1 initial response (contractual). MaxAttention/Preferred Care add a dedicated team." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": true, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [ { "name": "BTP High Availability", "requirement": "Paid High Availability option (HANA Cloud, ASE, etc.)", "uptime": 99.95, "max_credit_percent": null, "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/sap-business-technology-platform-supplement-english-v11-2025.pdf" } ], "services": [ { "id": "analytics-cloud", "name": "SAP Analytics Cloud", "category": "bi", "description": "Business analytics", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ariba", "name": "SAP Ariba", "category": "procurement", "description": "Procurement network", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ariba-contracts", "name": "SAP Ariba Contracts", "category": "contract-management", "description": "Contract lifecycle management", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ariba-procurement", "name": "SAP Ariba Procurement", "category": "procurement", "description": "Procurement operations", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ariba-sourcing", "name": "SAP Ariba Sourcing", "category": "sourcing", "description": "Strategic sourcing", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ariba-supplier-management", "name": "SAP Ariba Supplier Management", "category": "supplier-management", "description": "Supplier information and risk", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "btp", "name": "SAP BTP", "category": "paas", "description": "Business technology platform", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ariba-network", "name": "SAP Business Network", "category": "b2b-network", "description": "Business-to-business collaboration", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "concur", "name": "SAP Concur", "category": "expense-management", "description": "Travel and expense", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "s4hana", "name": "SAP S/4HANA Cloud", "category": "erp", "description": "Intelligent ERP cloud", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "successfactors", "name": "SAP SuccessFactors", "category": "hcm", "description": "Human capital management", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "SAP is a Enterprise Software provider. See the official SLA at [Service Level Agreement for SAP Cloud Services (v8-2023)](https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf).\n\nThe standard System Availability SLA is 99.7% per month. Credits equal 2% of Monthly Subscription Fees for each 1% below the SLA, up to 100% of fees. Claims must be made via a documented support case within 30 business days after the end of the affected month. SAP BTP and several flagship cloud services carry a 99.9% SLA per the SAP Business Technology Platform Supplement (v11-2025).\n\n" } }