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SAP SLA

Enterprise Software ·sap.com ↗ ·verified 2025-12-20
📄 Official SLA ↗
99.9%
Uptime commitment
15%
Max service credit
30d
Claim window
Manual
Credit application
standard
Min plan for SLA

Service credit policy

Calculation: tiered · Remedy: credit · Max 15%

If monthly uptime falls belowService credit
99.9%5%
99.5%10%
99%15%

How to claim

Submission methodSAP ONE Support — support.sap.com ↗
Deadline (submission)30 days — Submit within 30 days of incident
Review timeline30 business days
Credit appliedApplied to next invoice

Required evidence: Account ID, Affected services, Incident timestamps, Impact description.

Services (11)

ServiceCategoryUptimeSLA
SAP Analytics Cloud
Business analytics
BI99.9%eligible
SAP Ariba
Procurement network
Procurement99.9%eligible
SAP Ariba Contracts
Contract lifecycle management
Contract Management99.5%eligible
SAP Ariba Procurement
Procurement operations
Procurement99.5%eligible
SAP Ariba Sourcing
Strategic sourcing
Sourcing99.5%eligible
SAP Ariba Supplier Management
Supplier information and risk
Supplier Management99.5%eligible
SAP BTP
Business technology platform
PaaS99.9%eligible
SAP Business Network
Business-to-business collaboration
B2B Network99.5%eligible
SAP Concur
Travel and expense
Expense Management99.9%eligible
SAP S/4HANA Cloud
Intelligent ERP cloud
ERP99.9%eligible
SAP SuccessFactors
Human capital management
HCM99.9%eligible

Support tiers

TierPriceSLA-eligibleAvailability
StandardIncludedYesBusiness hours
EnterpriseCustomYes24/7

Common exclusions

  • Scheduled maintenance
  • Force majeure events
  • Customer misconfigurations
  • Free tier services
  • Beta features

Notes

SAP is a Enterprise Software provider. See the official SLA at https://www.sap.com/about/agreements/cloud-services-agreement.html.

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