{
  "slug": "sap",
  "name": "SAP",
  "vendor": "SAP",
  "website": "https://www.sap.com",
  "category": "enterprise-software",
  "category_name": "Enterprise Software",
  "tags": [],
  "sla_url": "https://www.sap.com/about/agreements/cloud-services-agreement.html",
  "last_verified": "2025-12-20",
  "status_page": null,
  "scope": "global",
  "default_credit_policy": {
    "calculation": "tiered",
    "remedy": "credit",
    "max_credit_percent": 15,
    "automatic": false,
    "credit_tiers": [
      {
        "below": 99.9,
        "credit": 5
      },
      {
        "below": 99.5,
        "credit": 10
      },
      {
        "below": 99,
        "credit": 15
      }
    ]
  },
  "claim_process": {
    "deadline_days": 30,
    "deadline_basis": "incident_date",
    "business_days": false,
    "method": "SAP ONE Support",
    "url": "https://support.sap.com",
    "required_evidence": [
      "Account ID",
      "Affected services",
      "Incident timestamps",
      "Impact description"
    ],
    "review_days": 30,
    "credit_application": "Applied to next invoice"
  },
  "exclusions": [
    "Scheduled maintenance",
    "Force majeure events",
    "Customer misconfigurations",
    "Free tier services",
    "Beta features"
  ],
  "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"
    }
  ],
  "services": [
    {
      "id": "analytics-cloud",
      "name": "SAP Analytics Cloud",
      "category": "bi",
      "description": "Business analytics",
      "sla_url": "https://www.sap.com/about/trust-center/agreements/cloud/cloud-services.html",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "ariba",
      "name": "SAP Ariba",
      "category": "procurement",
      "description": "Procurement network",
      "sla_url": "https://www.sap.com/about/trust-center/agreements/cloud/cloud-services.html",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "ariba-contracts",
      "name": "SAP Ariba Contracts",
      "category": "contract-management",
      "description": "Contract lifecycle management",
      "sla_url": "https://www.ariba.com/legal/service-level-agreement",
      "uptime": 99.5,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "ariba-procurement",
      "name": "SAP Ariba Procurement",
      "category": "procurement",
      "description": "Procurement operations",
      "sla_url": "https://www.ariba.com/legal/service-level-agreement",
      "uptime": 99.5,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "ariba-sourcing",
      "name": "SAP Ariba Sourcing",
      "category": "sourcing",
      "description": "Strategic sourcing",
      "sla_url": "https://www.ariba.com/legal/service-level-agreement",
      "uptime": 99.5,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "ariba-supplier-management",
      "name": "SAP Ariba Supplier Management",
      "category": "supplier-management",
      "description": "Supplier information and risk",
      "sla_url": "https://www.ariba.com/legal/service-level-agreement",
      "uptime": 99.5,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "btp",
      "name": "SAP BTP",
      "category": "paas",
      "description": "Business technology platform",
      "sla_url": "https://www.sap.com/about/trust-center/agreements/cloud/cloud-services.html",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "ariba-network",
      "name": "SAP Business Network",
      "category": "b2b-network",
      "description": "Business-to-business collaboration",
      "sla_url": "https://www.ariba.com/legal/service-level-agreement",
      "uptime": 99.5,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "concur",
      "name": "SAP Concur",
      "category": "expense-management",
      "description": "Travel and expense",
      "sla_url": "https://www.sap.com/about/trust-center/agreements/cloud/cloud-services.html",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "s4hana",
      "name": "SAP S/4HANA Cloud",
      "category": "erp",
      "description": "Intelligent ERP cloud",
      "sla_url": "https://www.sap.com/about/trust-center/agreements/cloud/cloud-services.html",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "successfactors",
      "name": "SAP SuccessFactors",
      "category": "hcm",
      "description": "Human capital management",
      "sla_url": "https://www.sap.com/about/trust-center/agreements/cloud/cloud-services.html",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    }
  ],
  "notes": "SAP is a Enterprise Software provider. See the official SLA at [https://www.sap.com/about/agreements/cloud-services-agreement.html](https://www.sap.com/about/agreements/cloud-services-agreement.html).\n\n<!-- Add human-readable notes about SAP's SLA nuances here. -->"
}