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Credit-backed
Publishes an SLA backed by service credits: 99.7% uptime, credits up to 100%.
Source: official SLA ↗ · checked Jun 2026 · View as JSON
99.7%
Uptime
100%
Max credit
30d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Documented support case (SAP ONE Support) · support.sap.com/en/index.html
Deadline
30 days of incident
Review timeline
Not specified in SLA
Credit applied
Applied to a future invoice for the affected Cloud Service
Required evidence: Documented support case
Common 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 complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 11
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
SAP Analytics Cloud
Business analytics
BI
Uptime 99.9%
SLA covered
SAP Ariba
Procurement network
Procurement
Uptime 99.9%
SLA covered
SAP BTP
Business technology platform
PaaS
Uptime 99.9%
SLA covered
SAP Concur
Travel and expense
Expense Management
Uptime 99.9%
SLA covered
SAP S/4HANA Cloud
Intelligent ERP cloud
ERP
Uptime 99.9%
SLA covered
SAP SuccessFactors
Human capital management
HCM
Uptime 99.9%
SLA covered
SAP Ariba Contracts
Contract lifecycle management
Contract Management
Uptime 99.5%
SLA covered
SAP Ariba Procurement
Procurement operations
Procurement
Uptime 99.5%
SLA covered
SAP Ariba Sourcing
Strategic sourcing
Sourcing
Uptime 99.5%
SLA covered
SAP Ariba Supplier Management
Supplier information and risk
Supplier Management
Uptime 99.5%
SLA covered
SAP Business Network
Business-to-business collaboration
B2B Network
Uptime 99.5%
SLA covered
Notes — SAP is a Enterprise Software provider. See the official SLA at Service Level Agreement for SAP Cloud Services (v8-2023). The 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).
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